Complaints

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Heritage was contacted by my home warranty company to diagnose a problem with my Air Conditioner. They inspected the system and said we needed a new coil. The warranty company said the out of pocket cost would be $3,000.When Heritage came to install the new coil they said that they brought the wrong one. Then they told us that we really needed an upgraded coil and a new outside unit. Because if we didnt upgrade it would not last very long. We agreed to the upgraded equipment and our new out of pocket cost would be $5,500.After the new equipment was installed the city inspector said that the unit in the attic was leaking water into the drain pan and the drain line was clogged. Heritage returned to fix the leak but after the inspector came a second time it was still leaking. Heritage came a third time, and said it was fixed, but the system is still leaking. Now its worse because not only is water leaking into the pan, water is leaking from the duct that comes out of the unit. Water is leaking onto the floor of the attic causing damage. I called Heritage again but now they say they will not come back unless I schedule through the home warranty company again. I have to pay the warranty company $100.I asked the warranty company to send a different contractor because Heritage cant get it right. They have been to our house 3 times and havent been able to fix the problem. Why would I call them back? I cant use the new AC that I paid $5,500 ****** telling how much I will have to pay the new contractor to fix Heritages mistakes.

  Business response

  10/19/2024

  The office simply explained to you we will come out and repair any issues you are having but you will  have to  contact your warranty comp for a ticket. That is their policy. You purchased the upgrade from them not us. 

  Customer response

  10/19/2024

  I am rejecting this response because:   
  The Heritage crew came to my house 3 times after the installation of the new AC system because the city inspector found that water was dripping into the drain pan and would not pass the inspection. 3 separate times The Heritage crew could not figure out how to stop the leak.

  I did contact my warranty company to start another ticket, but I asked if they could send a different contractor, not Heritage.

  they did send a new contractor and they were able to fix the problem on the first visit.
  

  I feel like Heritage should refund the $100 service fee that I had to pay the warranty company to send another contractor to fix the problem that Heritage couldnt resolve.

  Business response

  10/19/2024

  That is fair. I will send a check to  refund the $100

  Customer response

  10/27/2024

  Thank you

  Customer response

  10/31/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new HVAC system from this company in 2022 for $9500. Since then there has been one problem after the other which affects my 2nd HVAC that I did not purchase from them. I was informed by another **** tech who stated the system was poorly installed and connected to the line of my other unit. So whenever there is a problem detected on one HVAC it turns off the other. The coil has gone out cause freon to leak. I am told they do not know why this happened but it should not have happened this soon on a new unit however they are charging me $1000 to repair it and put freon back in the unit. Saying it's not my fault but it's not there's either. I have reached out repeated to address these concerns. I was informed when I purchased this unit I had a 10 year warranty now they are saying thats only for the unit itself not any parts or labor. I've been requesting to speak with owner - I have been hung up on and not responded to. A supervisor called offering a $400 discount because it's not my fault , yet they don't have the part in stock and stated they will not repair until they have collected a payment - my family and i have been in a house with no air for over a week with over 100 degree temps outside.

  Business response

  10/04/2024

  We intalled a new system in 2022. The systems have a 1 yr labor and 10 yr parts only warranty. Unfortunately the evapaorator coil started lkg refrigerant. The parts warranty does not cover labor or refrig after a year. The homeowners home warranty covered the labor and  the homeowner was only responsible for the refrigerant which was $900. We hate that this happened but we can not control these things. We reduced the cost and reduced the cost 50% and charged $450. 

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The point to this complaint is work done by Heritage Air in July of 2023 that I paid an extra $2700 for items that were not covered by AHS did not make it a whole year... Meaning July 30th, 2024... when I had air issues, I chose not to make a service call and went outside of AHS. The pictures I attached are pictures the outside contactor sent me from my attic showing that the work that Heritage ******* had done in 2023 had already come apart. This is not satisfactory work. Work done by a professional organization like Heritage LLC should not have to be redone by an outside contactor. Therefore, me rejecting *********** call for August 5th, 2024 was due to me choosing to have someone else fix this problem that I did not know exsisted till this outside professional organization went up inot my attic and found the problem. So, this was July 30th, 2024. AHS made a service call on August 5th. That means AHS wanted me to wait 5 days for Heritage to come to my house to fix a problem that should have been fixed in 2023? That does not make sense. In ***** especially during trhe months of June, July and August the high temperatures are usually 100 to 105. i did not want to wait a whole week for AHS to contract Heritage ******* to come fix a problem that never should of happned to begin with. I want some compensation from the invoice I submitted frm Heritage ******* from 2023. I think this is only fair. Thank you. AHS is more that welcome to contact me at my cell number ************** to discuss in more detail Thank you. Sincerely,*************************

  Business response

  09/18/2024

  Good afternnon! We installed the coil over a year ago. It appears in the pictures sent one or two of the ducts have come dettached. That is very unusual unless someone has possibly knocked them loose while in the attic? Either way we would have reattached them for you. It would be a very simple repair.  We did not know of any issues you were having until we received a workorder on Aug 5th and we reached out to schedule for next day but the workorder was cancelled. There are not any other notes in our system from you having problems since we installed the coil. I am not sure what happened if you tried to get sevice before Aug 5th but all you would have to have done is call us and we could have helped you. The costs you paid were for refrig and code upgrades.

  Customer response

  09/18/2024

  I am rejecting this response because:   

   

  I had no idea what had come loose in my attic until I had air problems at the end of July 2024. It was 4:30 pm and the temperature was above 100 degrees. So, I dod not want to call American Home Shield as I di not want to wait 3 to 4 days to get service. So, I used a local technician and he was the one who went into my attic and found the problem. No one detached the vents or anything. I go to my attic to change my air filter. I do not touch anything else. When I did my first formal complaint to American Home Shield via the BBB, AHS was the one who made the service call without my knowledge and never called me to let me know that they had made the service call on Aug. 5th. So, 1 week later AHS decided it was time to help me out. Again, AHS did not call me, nor contact me in any way to let me know that Heritage Air was coming to my house. AHS has not taken any responsiblity nor have they contacted me to apologize or help me out in this situation. Therefore, this is why I am contacting Heritage Air to get come compensation for the work Heritage did. The pictures tell the picture as no one took anything apart. Heritage is welcome to call me at ************ to discuss this in more detail. Again, I am looking for some compensation for this situation. It is not my fault. Someone needs to take responsibility for the work done that fell apart a year later.  Thank you. 

  Business response

  09/19/2024

  I understand and apologize for the inconvenience however if you would have called us we would have been out the next dat at the latest to look at it for you. Even if we had a service call to just reattach a duct for an install we did not do it would be a charge of $125. I am willing to refund the amount of $125 even though you could have have just called us.  

  Customer response

  09/19/2024

  I have reviewed the business response and accept this resolution. Ok. I think this is a fair resolution. Please let me know how this refund will be distributed. If it is by mail your company should have my address on file. If there is another way to get me the refund, please let me know. Thank you for responding. Again, my phone number is ************** should any other questions come up that needs my attention. Take care. *************************.

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 29, 2024, ******* from Heritage Air Conditioning visited my home as part of a claim with American Home Shield (AHS). My air conditioner had been non-functional for weeks. ******* was a second opinion following an initial diagnosis from another company, which attributed the issue to an electrical surge affecting the thermostat. This did not match my findings, as I had obtained a report from ***************** confirming no surges or outages in my area.Despite providing ******* with this information, he dismissed my concerns and evaluated the system. He concluded that the blower motor and circuit board were faulty but did not link these issues to a surge. However, ********* report later included a surge claim, which is not covered by AHS. *** agreed to cover labor costs but refused to pay for parts, citing the surge issue.To dispute this, I obtained a confirmation report from Oncor verifying no surges. I also contacted TRANE and learned that Heritage Air Conditioning is not a registered TRANE dealer, which is required for warranty purposes.I then hired Devards ************* Conditioning, at my own expense, to get an accurate diagnosis. They found the blower motor and circuit board were functional and identified the thermostat as the problem. While the thermostat was not under TRANE warranty, this correct diagnosis was essential for repairing my AC.I informed AHS of the correct diagnosis and sought assistance with the incorrect surge claim and repair costs. AHS directed me back to Heritage, where ******** informed me that they could not assist further and that I needed to resolve the issue with AHS. Heritage claimed they were not authorized to fix the issue, although they had previously contacted me to pay for parts.I seek rectification of the incorrect surge claim, refiled to accurately reflect that the thermostat failure was due to wear and tear, not surges, and that the blower motor and circuit board were not broken. I am concerned about FRAUD.

  Business response

  08/21/2024

  We were dispatched there for a second opinion only. The diagnosis given was our diagnosis/opinion.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new HVAC System from ***** at Heritage Air in January of 2023, he came to the house seemed knowledgeable and the price was good, neither on the high end or low and a reputable brand (Ruud). We chose his business for the install. We had issues the first week with a clattering fan noise in the outdoor unit, we sent Heritage a video of the noise and they told us we had to have a video from above to show the inside of the unit for them to be able to warranty the unit and replace. This has been impossible as it only happens for a short time and randomly. Not acceptable for new unit at all. Two weeks later the unit overflowed into our living room, (newly painted) as the pan was incorrectly installed and we discovered the filter had been jammed into the new unit like an accordion because they used screws that were too long. This took three service visits (and floods) to correct. Thus began a long year of episodes of failed air conditioning and heat and the overflowing pan, damage to the ceiling, incredibly high heat and air bills, waiting for parts (for a brand new unit) and the frustration of never knowing when it will break down again. We have not gone a full month without the need for repairs, most months they had to come out at least twice. We are always biting our nails waiting for the next failure, usually over a weekend when you cannot get a call or any help.We asked repeatedly for a call or visit from the owner - Nothing, not one call, he never came by to supervise or check the damage caused. That is disgraceful. While the office girls and two of the servicemen were very courteous, we still have no resolution for a long term fix and we have never had the owner call to put a plan together to make this right. When calling in for yet another service call, I once asked if he ever responds and one of the girls said, "people ask, but honestly, no". Our warranty for parts and service expires next month and we are without a solution.

  Business response

  01/08/2024

  Unfortunately we did have a few issues after the installation which is very rare for the equipment. We sent out our supervisors and the issues were solved as soon as possible. The standard  parts warranty  on new equipment is 5yrs. Please let the office know if there is any further issues with the equipment. Thank you!

  Customer response

  01/08/2024

   

  I do not want to damage the business reputation further if we can resolve here - Can the BBB reach out to see if the business will accept the below request? 

  I would like to be assured that I will not be charged for service calls on existing problems / defective parts until these are completely resolved. Each of the problems below has required new parts and multiple calls: 
  Upstairs unit overflowing the pan due to defective parts and installation issues (ongoing) 
  Upstairs unit not cooling or heating due to defective parts (ongoing)
  Outside unit fan noise (not resolved as of yet) 

  If the business owner can agree to resolve these issues (extend service warranty) I am happy to close this complaint. 

  Customer response

  01/11/2024

  I am rejecting this response because:   

  I do not want to damage the business reputation further if we can resolve here - Can the BBB reach out to see if the business will accept the below request? 
  
  I would like to be assured that I will not be charged for service calls on existing problems / defective parts until these are completely resolved. Each of the problems below has required new parts and multiple calls: 
  Upstairs unit overflowing the pan due to defective parts and installation issues (ongoing) 
  Upstairs unit not cooling or heating due to defective parts (ongoing)
  Outside unit fan noise (not resolved as of yet) 
  
  If the business owner can agree to resolve these issues (extend service warranty) I am happy to close this complaint. 

   

• Initial Complaint

  02/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company came out on 2.20.23 in response to AHS warranty service request to assess furnace and AC units due to issues as well as possible holes in duct work causing insulation to be blown through the vents. Technician looked at the system and told me because it turned on when he was standing there he was reporting everything is in working order to warranty company. However, followed that statement with "if this was my home I would replace the entire system", mentioning he wouldn't have his kids in this house. He asked if he could leave a quote for the work to replace the entire system with me to think about. Also mentioning he felt in 6 months something would break and AHS would just be sending him out again anyway. Charging $85 each time they are called before cost of repair. Technician also told me other companies would take advantage of me and that I should trust him because he is honest. Technician has not sent the final diagnosis to AHS even after repeated calls from both me and AHS. To start the process of a second opinion AHS needs the diagnoses submitted. This is the only way for them to possibly cover repairs. System is over 18 years old, rusted through in places, duct work falling apart in places, visible insulation seen in vents. I have 5 other assessments of the system, all are quoting complete tear out, all new duct work and add returns. All independently confirmed cracked ducts with insulation issues. I cannot get a second option started with AHS until Heritage sends their diagnosis and AHS will not honor any of the other assessment I have because they did not pick the company. I have called Heritage and asked to speak to a supervisor multiple times being told someone would call me but no one has. I now have to decide how long I am willing to wait before getting another company to complete work with no coverage from AHS because Heritage will not submit the proper paperwork with replacement diagnosis even after technician stated he would replace system.

  Business response

  03/10/2023

  WHEN WE ARRIVED AT THE HOME THE FURNACES CAME ON. THERE WERE NOR FAILURES AT THAT TIME. HOME WARRANTY COMPANIES WILL NOT REPLACE SYSTEMS JUST BECAUSE THEY ARE OLD. THEY WILL REPL EACH PART AS IT FAILS. THE H/O TOLD THE TECH SHE HAD SEVERAL QUOTES TO REPLACE THE EQUIPMENT ALREADY AND HE ONLY OFFERED TO GIVE ONE AS WELL.

  Customer response

  03/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I understand the terms of my home warranty and how the process works. I understand the technicians are obligated to follow a specific set of protocol. What I am filing a complaint about is the way in which this technician and the company handled my service request and subsequent lack of proper communication and filing of paperwork. During all interactions this technician made me feel as though my system was not safe, not going to last for more than a few months and acknowledge it was aged, rusting and duct work was split. When pressed on the reasoning why that was not being reported to the warranty company, the technician treated me as though I just wanted something "new and shiny", lectured about "older homes not having all new", said all of their competitors in the area were incorrect in their assessments and so on. That they were submitting a report saying everything worked because it turned on that day but I would be replacing things in the next six months. Completely contradicting themselves at every turn. Prior to opening a complaint with BBB, I reached out to the main office to get a call back from a supervisor to see if there were any other reporting options, perhaps the ability to add in the note about age of the system and estimated six month replacement timeline. I never received a call back after multiple attempts. The home warranty company also made multiple attempts to get information on their final report and did not receive it either. Ultimately delaying my ability to get a second provider assigned through the warranty company which would allow for potential coverage. During this back and forth timing my system did experience another issue and I paid out of pocket for someone else to fix it due to this company's delays in response. All of these actions indicated to me they are not out to service the customer in an honest way but want to string people along to nickel and dime. After looking into them further, it is clear by google, yelp and other review sites I am not the first person to have a negative interaction with this company. They have multiple complaints and negative reviews in relation to a home warranty service request.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩