Complaints

This profile includes complaints for Service Champions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Service Champions

  7020 Commerce Dr Pleasanton, CA 94588-8021

  
• 

  Service Champions

  2161 Del Franco St San Jose, CA 95131

• 

  Service Champions

  4430 Yankee Hill Rd Rocklin, CA 95677-1629

• 

  Service Champions

  96 Rickenbacker Cir Livermore, CA 94551-7211

  
• 

  Service Champions

  261 Arthur Rd Martinez, CA 94553-2207

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While installing new ducts a service champion technician put his foot through my bathroom ceiling leaving a large crack. They said they would have someone out to repair it. When I contacted customer ********************** about next steps for the repair, I was told a manager would call to discuss the repair. No one called. I then messaged the sales associate for the attic renovation and he informed me that he spoke with management and their construction **************** from *********************** would reach out within 10-buisness days to schedule the repair. 10-busness days came and went and there was zero contact. We are now a month out from the damage date and the broken ceiling remains in my bathroom. I've called, texted, and emailed and it would appear service champions is ghosting me. I would like my ceiling to be repaired asap to prevent moisture produced by the shower/tub from penetrating the now exposed edges of the cracked ceiling drywall and causing mold/further damage. At this point I would appreciate if they would refund or cut me a check for the damages, so I can move on with another contractor.

  

  Business Response

  Date: 08/18/2022

  To Whom it May ************** are responding to a concern filed under complaint ID ********. This complaint was filed by our client ************************
  Since ****************** has filed with BBB, our leadership team has been working with him towards a resolution and getting his work completed. We completed one appointment today with our client and are currently scheduled to go back on August 22, 2022.
  We are continuing to keep our line of communication open with ****************** so we can ensure all his concerns are addressed.
  Best,
  Service Champions

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a new HVAC system installed on April 4 th 2022, a 4 ton system at the advice of the salesman which is bigger than what we had. We paid $28500 and had to take out a finance plan with them. That system had to be replaced because it was broken and was spewing out toxic fumes into our house. Then the heating part of the new system was too much for our ducts and started to over ride the dual thermostats and send heat to rooms we did not want it in. After several visits and ***** rigging of the unit we now find out the ac is sending cold air under the house and not in it. I have called and emailed the general manager, ***********************, for 2 straight weeks and he has not responded. Not sure if it is because I am a woman but this kind of customer ********************** is not acceptable. They have been paid since April and I have a half working unit!

  

  Business Response

  Date: 08/10/2022

  To Whom it May ************** are responding to a concern filed under complaint ID ********. This complaint was filed by our client *************************.
  Since **************** has filed with BBB, our leadership team has worked with our client towards a resolution with her system and install.At this time, our team worked with **************** with replacing the unit for her. This job was completed on August 5, 2022.
  Were here for **************** should there be any further question or concerns and are happy to continue to work with and answer all her questions.
  Best,
  Service Champions

• Initial Complaint

  Date:06/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *************** to complaint ID ********. ******************** claims that they have performed all work on our job. However, they have not. They have not passed the HERS testing, which is required to complete the job and for us to get the permit accepted by the ************************. The claims of Service Champions are absurd. They have failed 4 HERS tests, and therefore they must procure another test. They have done additional work to seal the ducts in our house, but until the system passes the HERS test, they are not finished. They should seek a competent tester.Service Champions advertises a guarantee for 100% satisfaction or your money back. Until they pass the HERS test on both systems, I am not satisfied. Unless they pass the HERS tests soon, I want my money back so I can go to another Heating company to have the work completed.

  

  Business Response

  Date: 07/21/2022

  Thursday, July 21, 2022
  
  To Whom it May ************** are responding to a concern filed under complaint ID ********. Our client filed a previous complaint on the same concerns. This complaint was given ID ********. Both these complaints were filed by our client **************************
  ***************************** is stating that we have not passed and HERS testing, which is not true. We have attached copies of our HERS testing which shows we have passed this test. At this time, there is nothing further we can do for our client. There is no additional work for us to complete and no additional HERS testing that is to take place.  
  We stand on our pervious response that based on the work we performed, and the third-party testing companies work the system was ready for final permit inspection. The final inspection was scheduled with the city and upon the day of the inspection, **************** called in to cancel this appointment because she wanted a different HERS testing company to come to her home to test the system again. She would not allow us to send either of the first two HERS testing companies to her home as she did not trust either of them.
  At this point, we have performed the commitment to the full scope of work for the project and expect that our client, ***************, fulfill her end of the agreement to pay the remaining balance due of $5,000.
  Warmest Regards,
  Service Champions

  Customer Answer

  Date: 07/22/2022

   
  Complaint: 17488251
  
  I am rejecting this response because:

  Service Champions has not completed our job. They claim they passed the HERS testing, but according to our records they failed all 4 tests. They have not provided us with any evidence of having successfully passed the tests. The claims that we didnt like the testers are incorrect. We object to the fact that all 4 tests failed and Service Champions did not make arrangements for a retest. We cannot pass inspection until they pass the tests. We cannot sell our house until we finalize their permit.
  Furthermore, they are not responding to repeated phone calls and emails requesting service. We want them to send us copies of the HERS test results proving they passed.
  Service Champions guarantees 100% satisfaction or our money back. We are not satisfied and the job.

  We dont want to deal with them anymore. We want our money back so we can find a qualified and reputable HVAC company to fix our system and pass the HERS tests.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/25/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 02/26/2022 I had Service Champions Heating and Air come to my residence to service my system. I purchased a washable filter for my home that was $81.00, The tech stated that they would make the filter and drop it off to my house when completed, however that has yet to happen and now we are almost into July 2022. I have NOT HEARD ANYTHING FROM THE COMPANY EXCEPT FOR THEM SENDING MY AN INVOICE TO PAY THEM FOR THE MONTHLY FEES and taking my $81.00 for a product that I have not received. This is unacceptable for this company. This is not the first time I have had to make a complaint about this company regarding them taking my money.

  

  Business Response

  Date: 07/07/2022

  To Whom it May ****************** are responding to a concern filed under complaint ID ********. This complaint was filed by our client *****************.
  
  At this time, we have attempted to reach ******************** multiple times so we can install the filter for him. Our most recent attempt at reaching our client was yesterday, July 6, 2022. We would love the opportunity to complete this item for him and will continue to reach out. Of course, ************ can reach us at ***************, and any of our team members can get him in contact with the appropriate department to schedule.
  
  We appreciate all of ************** time and look forward to connecting with him.
  
  Best,
  Service Champions Heating and Air Conditioning

  Customer Answer

  Date: 07/12/2022

   
  Complaint: 17484199
  
  I am rejecting this response because:

  
  

  I am sorry I was out of state at my other residence and now I am back. I received a phone call from the ******************* wanting me to pay my *** Membership which I think is unfair since they have not completed the Job that I paid them to do. Before I will even think of paying for the membership fee, maybe this company can complete the job that was paid for months ago. 

  
  

  Second of all, on todays date 07/12/2022 I attempted to call in and speak to a **** who left me a VM stating that they wanted to speak to me, however when I called in I got a female who thought I was calling in to reschedule an appt. The one problem is I NEVER SHCHEDULED AN APPT. I attempted to explain this to the lady on the phone that I never had an appt scheduled and I requested multiple times to speak to the person who left me the *** however she refused to even try to get me in touch with **** or her VM. She then proceeded to ask me if I was calling to reschedule an appt. I once again told her that I had no appt scheduled and I proceeded to ask her who setup this unknown appt. She was unable to tell me  who had setup the appt, and I once again asked her if I could speak to **** who called and left me a VM. She stated that I will go ahead and cancel your appt and that was the only thing she could help me with then said have a nice day and we hung up. I mean are you kidding me. Why even leave a VM to a customer if you cannot reach that person back.

  
  

  I do not understand how hard this is. The initial AC tech that came to my house took measurements of the filter that was needed and charged me the $81.00 and stated that they would drop the filter off on my porch. I do not understand why an appt is needed if the work has already been done or even what this appt is even for. Does this company even care about their *** customer or do they only care about taking the money. I pay a premium for this service. Like I said they have called me multiple times wanting me to pay for the *** service, but cant even send me a simple filter that was already measured. 

  
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 07/18/2022

  Monday, July 18, 2022
  
  
  To Whom it May ************** are writing in response to BBB complaint id #******** for our client *********************.
  We send our deepest apologies for the experience ************ had with our scheduling department team we are so sorry. In situations where we are attempting to get a hold of a client to install a part,we put a temporary appointment in our system and place it on Hold so when a client calls in, our team has all the information available to take care of them in a timely manner. Unfortunately, the team member ************ got on 7/12/2022 is a new team member and we have taken the appropriate steps to ensure this does not happen again moving forward.
  As for the filter for our client, our dispatch manager reached out to ************ and scheduled an appointment for 7/13/2022. At this appointment, our technician brought a new filter to our clients home and installed it for him. To do what we can to make things right, our technician provided our client with an evap coil clean in the attic as well as a condenser coil clean. Our technician also provided, and installed, a hard start kit for our ************ to assist with the function of his air conditioning. These three additional items were all provided to ************ at no cost.
  We appreciate all of ************** time and apologize,once again, for the experience he had with our company. This is not how we expect our company and team to run. Thank you for sharing your concerns and allowing us to make things right.
  Best,
  Service Champions Heating and Air Conditioning

  Customer Answer

  Date: 07/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/21/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/10/21, a tech from Service Champions (SC) came out to my 90-year-old father's to service the ac unit, as it was not cooling like it should. The tech collected $746 for a wire repair, a coolant leak die/check, and for a coolant recharge. None of this work was performed at this appointment. No pictures were taken of any gauge readings. On 9/20/21, SC sent another technician who reported he charged system and injected dye, no wire repair performed, no pictures of gauge readings before or after. SC sent a third technician on 10/4/21, tech reported he checked for leaks, no pictures of gauge readings or wire repair performed. When I talked to the service manager about the repair status, he did not at any time confirm the work my dad paid for had ever actually been completed. Instead, he told me we had an old ac unit, and it probably needed replacement, and the original tech was no longer with the company, that I should wait a couple months and see if the recharge fixed the problem, and that they would give me a discount on a new system but we only had a limited time (a few months) to use the discount. I didnt trust SC, so in 6/2022 I had another company give a second opinion. They opened the ac elec panel and showed me the rusted, corroded, burned out with melted housing wire that was causing a short. Thank god it didn't cause a fire. After the wire repair, the system worked fine, cooled within parameters, had correct pressurization, etc. I paid about $350 for the visit and wire repair, which would have been unnecessary if SC had performed the wire repair they contracted to do. I believe SC intentionally charged for future work that didn't require special order, negligently failed to perform/complete work, and caused further repair expense with their unprofessional, negligent, and unworkmanlike conduct. I showed them the invoice and asked for a refund, they refused. I would like $746 refunded for invoice *******, as there is no proof coolant was ever needed.

  

  Business Response

  Date: 07/06/2022

  To Whom it May ************** are responding to a concern filed under complaint ID ********. This complaint was filed by our clients daughter, *********************. The service address and name we have on file is *********************** at *********************************************************** 94597.
  On September 10, 2021, our technician went to ***************************** home and performed tune *** on both the furnace and air conditioning unit on his property. At that time, our representative found the system was low on refrigerant which indicates a leak in the system as well as a compressor wire burnt at the electromagnetic relay connection. Our client pre-paid for the wire repair as well as refrigerant, dye injection, and a dye leak search.
  We returned to **************** home on September 20, 2021, where our technician performed the minor wire repair,and added the dye and refrigerant to our clients system. On this date, we could not perform the leak search as the air conditioning system must run for a collective 72 hours our more before we can locate any leak in the system (the dye needs time to run through the entire system to show where the leak is).
  On September 30, 2021, we received a request to visit **************** home and perform the leak dye search. This appointment was scheduled for October 4, 2021. At this appointment we found a leak in the indoor evaporator coil and noted that a small amount of refrigerant had been lost since we added it on September 20, 2021. At the October 4, 2021,appointment, our technician met with both *************************** and his daughter,*********************. Our technician went over options with our client and his daughter,including replacement options.
  As for our **************** claim that we did not perform the wire repair, we let her know to validate this information and consider a refund for the minor wire repair, we would need to come out to the home to inspect the unit and the wires. Since it has been a year since we were out to the home, many events could have transpired to lead to burnt wires. We will need to inspect the unit vs what the third party is stating has/has not happen. But **************** has denied us the opportunity to come out to the home. Another option is for **************** to provide us with a copy of the invoice from the third-party company that shows the service address, date of service, and a detailed description of the location on where they found the burnt wires so we can evaluate for a possible refund on the minor wire repair.
  At this time, there is no refund owed to **************** for the work that was performed at her fathers home as we have provided all services **************** paid for.
  Attached to our response, you will find three separate invoices. Invoice #******* (prepayment of services outlined above), invoice #******* (minor wire repair and the addition of both refrigerant and dye), and invoice #******* (leak dye search and findings).
  Thank you,
  Service Champions Heating & Air Conditioning

• Initial Complaint

  Date:05/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service Champions installed my AC unit in Feb 2022. During the install a big boom was heard, when asked if everything was ok the installers said everything was fine. 3 months later when I have a solar company install solar they see the electrical panel fried and cannot do the install. I reached out to Service Champions and they have admitted to ruining the electrical panel. They spoke to the actual employee that installed and he admitted to it. If our solar company did not come across this it might have caused a fire/damage later down the line. Service Champions cost a little more than other companies but they swear by their service and that I why we went with them. Service may look good on the outside but who knows about the things they do without customers knowing. Electrical panel still has not been fixed and theyve been notified over a month ago.

  

  Business Response

  Date: 06/21/2022

  To Whom it May ************** are responding to a concern filed under complaint ID ********. This complaint was filed by our client **************************
  We send our deepest apologies for the situation **************** has experienced. At this point, our client has spoken with our General Manager and our Office Manager regarding their concerns.
  On June 13th our client, ****************,reached out to us for permitting assistance for the electrical work that was completed at his home on June 7th, this was the work our client filed a complaint about.
  We are happy to continue to assist **************** with any other concerns or questions he may have, we want to ensure our client is happy with the work performed at his home.
  Warmest Regards,
  Service Champions

  Customer Answer

  Date: 06/22/2022

   
  Complaint: 17291524
  
  I am rejecting this response because: the issue has not been resolved.  Electrical panel damaged by the company and still not fixed after 2 months.
  
  Sincerely,
  
  *************************