ComplaintsforBest Care Home Services

Heating and Air Conditioning

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Initial Complaint
01/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I continue to have issues with my Hvac unit it been installed 2022 December 21, 21- I called ********* to repair the problem of my unit freezing up in my backyard. They replaced the motherboard to resolved the problem. There were several service calls throughout the year dealing and routine maintenance calls dealing with the Trane unit.Since December 20, 22there has been Mutilpe ********* Representatives had came out to my house more than 5 times to resolve the problem.I am requesting a new unit because this unit is less than a year old. And according to Alabama law after they attempt to repair the A/C unit , three times it is consider a lemon. I have loss time from work, comfort in my house and continue to deal with illness due to the continuous malfunction of these unit the was purchased in 5/22.
Business response
01/16/2024
Our Field Manager is reaching out this customer ASAP.
Initial Complaint
01/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
**************************** of Alabama came into my home and said that AHS only covers $650 for the repair/replacement of my AC. This company offered for me to finance a new ac through ***** Fargo both my husband's and credit were run for this. I called AHS and was told that this company never submitted a claim for review so the quote for your coverage as you can see below was not valid or correct. The company you sent into my home misrepresented my coverage in an attempt to coerce me into a financing option. When the claim was finally submitted I was told that the compressor was bad and that the refrigerant could not be transferred even though 6 months prior this same company replaced the ac unit and I paid over $1800 for refrigerant I wonder why the compressor was not replaced at that time as well. I discovered my emergency heat does not work as well and it did prior to them replacing my ac unit in summer 2021. I am submitting this for review for fraud for Jan 17 2022 and for the original work that was done in 2021 that left my family without any form of heat this winter.Above is fraud/poor work performed complaint I filed via email with American Home Shield against ********* Heating and Air I had also included the signed work order from ********* indicating I needed a new unit, that isn't what they filed with AHS and every year since 2021 my family spends week without air in the summer and weeks without heat in the winter. I am currently without heat and have been for weeks and have now been told by the most recent contractor Timeline HVAC that my home warranty company AHS sent out that when ********* replaced my inside unit they should have replaced my outside unit as well. That the work ********* did was not up to code. I was told the only way to have heat is for ********* to do the work correctly. The inside unit needs to be replaced again and for it to be up to code the outside unit too.
Business response
01/02/2024
On our first visit to the customer's home on 6/21/21, ************** found a leak in the evaporator coil that could not be repaired. Due to the type of system, we submitted to the warranty company that they authorize replacement of the air handler. We were authorized to change out the air handler but the warranty company did not cover refrigerant or any type of modifications (Freon: ******* (13# of r407C @ 135 a lb AHS covers for $130.00), Sheet metal mods: 325 , drain line mods: 150, float switch: 125, ahu risers: 175) for a total out of pocket expense of $2,400. The customer agreed to pay this amount and on 7/8/21 we were finally able to reach the customer to schedule and the customer scheduled for 7/12/21. We did not hear from this customer again until we got another work order from their warranty company on 1/13/22. ************** went out on 1/14/22 and found the compressor locked up. Because the compressor needed to be replaced, we knew that the customer would be paying again for refrigerant. So, based on the age of the unit and how much they had already spent to repair it, we sent an Installation Specialist out to provide the customer with options to replace the entire unit and not have to pay again for items not covered by the warranty. He went out on 1/17/22 and we submitted the diagnosis to the warranty company to replace the compressor the same day. The charges not covered by the warranty for this repair were $1,820, all for refrigerant. We didn't replace the compressor when we replaced the air handler because it was working then. The warranty will not repair or replace until it's actually not working. The customer never agreed to pay the out-of-pocket expense for the compressor and we never replaced it. And, we haven't heard from this customer since. If the unit is not ******************** or ********************** since then, it's because it needs a new compressor. There was nothing fraudulent about anything we did. We followed the terms of the warranty contract.
Customer response
01/04/2024

Complaint: 21071576

I am rejecting this response because: *********************** at AHS advised that the reason they are not replacing the unit and are not responsible for replacing the unit on the company who replaced the air handler. Above is what was relayed to me by the company who came out and determined it needed to be replaced. *********************** at AHS told Timeline HVAC that when the air handler was replaced it was not done up to code. Best Care of Alabama replaced the air handler as they confirmed in their response to my complaint.

Sincerely,

*************************
Business response
01/04/2024
*********************** with AHS would not know if the *** was replaced up to code or not. He sits in an office in MS. ************* if he felt that we did something improper, he would have contacted us to make good on our work. If another company reported an issue with our installation, we should have been given the opportunity to go back to the home and inspect it. We have not heard from this customer or AHS about this customer since January of 2022. And, again, the only thing AHS sent us was a new work order. AHS would not have replaced the unit unless an *** was not available because they will repair until they cannot repair anymore so any discussions about just replacing the whole unit are simply not true. Also, again, as far as replacing the unit due to the compressor, AHS would not replace the entire unit because the compressor can be replaced. We offered options to this due to the money that the customer had already spent and they chose to apply for financing. When one was rejected for financing, the other willingly applied. We did not coerce anyone.
Business response
01/13/2024
One last piece of information. We stated in a previous response that we never heard back from this customer regarding the issue with the compressor. We have come to find out that the customer accepted cash in lieu of repairs from their warranty company. There's no telling who did this work or if it was even done.
Initial Complaint
12/21/2023
Complaint Type:
Delivery Issues
Status:
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.
We went to ********** on 11-19-2023 to purchase a hot water heater. They said they would provide the best options. They did not follow through. ********** recommended Best Care Home Services . ********* came to our home on 12-1-2023 and took our money - $1900.00. They said they would come back on 12-4-2023 and 12-5-2023 between 8:30-9:00, they did not show up. I talked to ***, he lied and said we cancelled the appointment. I have recorded conversations with *** and ***** that Tuesday, Dec 5. They were fraudulent when they did not show up like they said they would. I made a complaint to ********** corporate and the the local store. ********** and ************** owe us significant compensation. Both should be held accountable. ********* did come on Dec 5 after many phone calls. I am a senior citizen and had to go days without hot water and suffered when they did not follow up on the scheduled appointments. No one should have to tolerate being ignored when all of your money is taken up front, waiting for days and hours for installation, being falsely and intentionally making statements about me cancelling my appointment the day before ********* was to show.
Business response
12/21/2023
This customer had an option to not wait for a quote from ********* from the time she visited ********** until we first went to the home for the initial visit to provide a quote on Friday, December 1. When our Comfort Advisor left the home funding for the water heater had not been secured. The Comfort Advisor notated that he had spoken with the son who told him that they may not be able to afford the purchase. At 4:30pm that same day, funding was secured and the water heater was paid for. A Monday install spot was not available at that time and the call was scheduled for Tuesday, Dec. 5. We will not schedule an installation until funding is secured and the item is fully paid for. There was no attempt to defame anyone. I do apologize that this customer had to wait until Tuesday for the installation but those circumstances were beyond our control.
Business response
12/22/2023
Best Care did not get the lead from ********** until 12/1/2023. I don't know about the reference to 11/19/23. Our Comfort Advisor went to the home the same day to provide a quote. Payment wasn't received until 4:30 pm that day and the water heater was installed on the following Tuesday.
Initial Complaint
02/09/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Servicing appointment at the beginning of last summer was not conducted properly resulting in a water leak that damage my garage ceiling and the ceiling/wall in an interior closet. Senior technician came out and admitted that the previous technician no longer worked for the company because he was not completing jobs correctly. He repaired the leak issue and took pictures of the ceiling damage to take back to management. I was expecting a call within a couple of days and that call never came. I had to call them and originally, I was told they were not responsible, until I explained what the senior technician told me. The company again was going to take no responsibility until I threatened to contact the Better Business Bureau and American Home Shield (to whom they are contracted), and at that point the gentleman I spoke with said he would take it to his boss. At this time, ********* agreed to affect repairs and said they would make arrangements to come out the next week; which they did not. Following a family vacation, I tried calling again and was told somebody would contact me; again this never happened. For months I have made regular phone calls and have been told someone would contact me; and nobody has. Ceiling is still damaged, and ********* does not seem to be in a hurry to live up to their agreements, or stand behind there work. So...I have now been forced to follow through with my reporting threat, hence this complaint. I have also complained to American Home Shield regarding the quality of contractors they employ and the fact that they do not stand behind their work, so I wonder why AHS stands behind them. May come to a point soon that I find another home warranty company also. It issue is easily resolved if ********* had the honor to live up to their commitments and stand behind their work - all I want is my ceiling to be repaired.
Business response
02/09/2023
We regret that it's taken so long for this to be resolved. Our General Manager has reached out and is working with the customer toward a solution. I'm confident we can resolve this quickly.
Initial Complaint
10/11/2022
Complaint Type:
Service or Repair Issues
Status:
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.
June 2, 2022, through Present, under the following dispatch numbers ********* 5/31/22-9/23/22, ********* 6/23/22-8/17/22, and ********* 8/6/22-8/23/22 and the damage resulting from these dispatches for service. Best Care Home Services committed to replace items and repair damages caused as a result of servicing **** units and damages resulting from or as a result of their negligence while at my residence. Best Care Home Services and their employees/subcontractors/technicians created damage to the **** unit which caused major water damage to several areas including walls, ceiling, stairs, banisters, smoke alarm/carbon monoxide detector, and NEST thermostat. After assuming responsibility for the damage, they did not begin or complete repair to stairs, banisters, or walls nor did they replace the smoke alarm/carbon monoxide detector or NEST thermostat or front entryway threshold, door, or doorframe. Best Care Home Services did not provide new **** drip pan that was purchased for **** units. Further, during repairs, Best Care Home Services, upon removing the lift from the repair site within the home, did damage and cause to be completely inoperable, the threshold, door, and doorframe of the front entryway to the home by causing the lift to come into great contact with the threshold break/crack, door to become damaged and doorframe to break and shift into inoperable nonrepairable condition. Best Care Home Services and their agents stated that they are aware of and accept all responsibility for damaged/replacement items and would resolve the issues via text and verbal communications, however, they have not replaced or fixed damaged items in over six months. I have attempted to call/text/email over 40 times only receiving text responses on 4 occasions accepting responsibility and stating that repairs would be conducted. My account number with ********************** is *********
Business response
10/17/2022
10-17-2022 One slight change -- I notated last Monday as being 10/9 -- it was actually 10/10. I've updated the response accordingly:

Response:

It is true that we were assigned by this customer's warranty company to service one of his air conditioning units. Subsequently, the warranty company authorized us to replace the evaporator coil on that unit, which was 18 years old. *** supplied the coil and it took about four weeks for us to receive it. During that time, the other unit began leaking and we diagnosed a bad evaporator coil on that unit as well. It took about two weeks to receive that part from the warranty company. After the installation of the first coil, the drain line clogged up and caused the drain pan to overflow, causing water to run across the ceiling rafters and over to the living room wall. This was not caused by any negligence on the part of our company. However, we do acknowledge that one of our crew members did step through the ceiling and cracked and broke the sheet rock on the ceiling while installing the second coil. Our Branch Manager inspected all the damage and we did hire a contractor at our expense to make repairs to the ceiling where our crew member had stepped through and to the wall where the water had run down (although this damage was not a result of our negligence, we repaired it for the sake of continuity to the ceiling). Due to the ceilings being 25 feet high, we had to rent two single man lifts to be able to complete the repairs. Eight days after removing the lifts from the home, the customer made us aware that the threshold on the front door had been cracked while removing the lifts. A picture is attached. We have no issue repairing the threshold and sent a contractor to do so. However, the contractor walked off the job because he explained that the customer was attempting to get him to make other repairs that were not in scope, and he didn't want to be in the middle of it. Now the customer is saying that his front door is inoperable and is demanding that we replace that as well. Pictures of the closed door are attached with no visible damage to the frame. The Nest thermostat became inoperable during the process of replacing the coils and not by any negligence of our crews. We replaced it with a standard thermostat. Any damage to the stairs, ********, smoke alarm/carbon monoxide detector was not caused by any negligence on the part of our crews. We have made every effort to complete repairs to damages caused by our team and have made every effort to be responsive to this customer's phone calls, emails, and text messages. All inbound calls to our offices are recorded and archived for a period of 90 days. For the previous 90 days, we have a total of 4 calls from this customer's number. As recently as last Monday (10/10/2022), our Branch Manager had an appointment at this customer's home to look at the damage to the door. The customer refused to let him in even after making the appointment however we did get the attached pictures. Our offer to repair the threshold remains. We have already spent in excess of $5,000 on repairs. There is not an issue in repairing damage that was caused by our crews however we will not make repairs to items that had previous damage or damage subsequent to when we were at the home.

*************************
Vice ********** ******************************* style="color: rgb(136, 136, 136); margin: 0px; padding: 0px; font-size: *****px; font-family: inherit; font-weight: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; border: 0px; line-height: inherit;">Best Care Home Services
************ Ext. 107

Customer response

10/18/2022

Complaint: 18183707

I am rejecting this response because:

The response from ********* is simply riddled with inaccuracies, false statements and misinformation as to the extent of damage, causation due to extreme negligence, fabrication as to the responses, actions, inactions, and contributory negligence of ********* its management, contractors and subcontractors including but not limited to, several omissions that accurately detail the actual harm suffered.

A detailed account is transcribed in the attached document, (Complaint-18183707-MS-10-18-22.pdf)and supplemental texts, pictures, and videos has been emailed to (**********************************************************************************)as advised by the BBB Huntsville representative on 10/18/22 at 12:18pm. It is being sent via email because the type (Mov File/HEIC) are not currently allowed via the response portal.

Videos are attached to show the actual inoperability, structural integrity, and workmanship of damages as well as recordings of communications between various members of management, contractors and subcontractors on behalf of Best Care Home Services. All attached information is for a true and accurate accounting of all events and damages transcribed.

Sincerely,

*********************

Business response

10/20/2022

Regarding any damage to the stairs/********/post, our contractor, in his expert professional opinion, has made us aware this was not caused by the water leak. The damage from the water leak was contained to a small area of the wall, which prior to being repaired, was visible by a water stain. We would be happy to send our Branch Manager back to the home to look at the issues the customer just reported about his HVAC units. The issues regarding proper sealing of the units have been addressed previously and corrected. If there are other issues, we have no problem addressing those. We are not required by code enforcement to obtain a permit and subsequent inspection for the installation of an evaporator coil. Please be advised, the platinum plan warranty applies only to the coverage provisions of the home warranty contract (i.e., what the home warranty will and will not cover). Lastly, regarding the front door, as a goodwill gesture, we are prepared to offer this customer $2,500 to replace it. While we admit no fault to any damages that *** be present, wed like to make an effort to resolve this matter and move forward amicably. Please also be advised that there were no pictures or videos attached to this customers response.

Customer response

10/21/2022

Complaint: 18183707

I am rejecting this response because:

I am rejecting in part and counter offering in part. Details of my response can be found in the attached (Complaint-18183707-MS-10-21-22.pdf). Also, attached is further supporting evidence detailing causation and damages.

Sincerely,

*********************

Business response

11/01/2022

There is no more work to be done. All the photos that ************** submitted with the plastic on the furniture were of "work in progress". That work has been completed. We've maintained all along that the damage to the ******** was not caused by this one-time water leak and the water leak was caused by a backed-up drain line, not any negligence on our part. We've attempted several times to fix the threshold but ************** wants the whole door replaced and there's no visible damage to the door. We are still willing to fix the threshold.

Customer response

11/01/2022

Complaint: 18183707

I am rejecting this response because: ********************** has refused to provide an equitable solution to my request for relief, based on the advice of my legal representative I have decided to pursue this matter in a court of law.

Sincerely,

*********************

Initial Complaint

06/22/2022

Complaint Type:: Service or Repair Issues
Status:: 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.

June 20, 2022. ********* came back for the 2nd time to repair the ** unit. I had been waiting on them to call me once they got the parts in. American Home Shield sent them to my home to make the repairs 13 June 2022. I was told by AHS they would be to my house 17 June between ****. ********* said they wasn't coming until 18 June, Saturday between ****. I said ok. No one came or called to cancel the appt or reschedule. I tried calling them no answer. I called AHS and they called them while I was on the phone. No answer. They said that they were going to email them after that. About 7pm I got a call from ********* and he asked did anyone come to my home. I said no. He said he would make sure someone came on Monday June 20. They did. The ** is still not working correctly. It's hot in my house and it appears that the unit is leaking fluid if some kind. I tried calling their office, No answer. I think it's only fair they should stand behind their services. The should do a job that they are trained to do. If they don't have folks that are fully trained and equipped to do the job the should accompany them. I am fighting kidney disease, Stage 3 Cancer and Heart problems. This heat in this house is too much. My neighbor allowed me to use a window unit that they were not using. When they left they tore down my cable, internet lines backing out with their truck. No one has yet to call and ask me about them fixing them. I need help

Business response

06/22/2022

Best Care is scheduled back to the home today between 8am -12pm. When ************** left on Monday, June 20th, the system was cooling. We are notified by the warranty company at 5:44pm yesterday that the system had stopped cooling again. ************** is going out this morning. According to the information provided to our dispatcher this morning, ************** indicated that AT&T had repaired the internet lines. We are doing everything we can for this customer within the guidelines of their home warranty contract.

Initial Complaint

10/26/2021

Complaint Type:: Product Issues
Status:: 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.

Recently I had a complaint regarding my HVAC not working. Best Care supposedly had replaced the entire unit less than 2 years ago. The Air conditioner stopped working again late of August 2021. Best Care was again dispatched to diagnose/repair. The technician by the name of Braxton spoke with me and recommended that I call AHS because there was a manufacturers defect resulting in a leak. He advised me that I would have to pay BestCare $1350 for Freon due to the defect in the unit. I did as he advised and was told by AHS that the report they got was quite different. They advised me that BestCare would be ordering a new valve. I still don't understand how a "new" unit, if installed properly... To avoid having a long drawn out court battle- I agreed to pay Best Care $1250 for 10lbs of Freon/valve replacement.. 2wks later- air not working. They were contacted and "went out". No Freon found. Valve still defective. Not paying again.

Business response

01/03/2022

Business Response /* (1000, 5, 2021/10/27) */ We are making every effort to resolve this matter at no additional cost to the customer. Best Care did replace the package unit in December 2019 in accordance with her home warranty contract with a unit that was supplied by her home warranty company. The unit stopped cooling in August 2021 due to a leak on the capillary tube coming off the TXV. The part itself was under manufacturers warranty; however, the refrigerant in the unit was not and the warranty company only covers the first $10/pound of refrigerant necessary to fill the unit. The warranty also covered the labor to replace the part. The amount not covered by the warranty which represents the refrigerant required for the unit was $1,250. That amount was paid by the customer. The unit stopped working again due to an issue with an expansion valve. This has been ordered from the manufacturer and as soon as it arrives, we'll be able to schedule the repair. In accordance with the home warranty agreement, there will not be another charge for refrigerant because the new part failed during the "recall" period. As soon as we receive the new expansion valve, we will make arrangements with the tenant to install it. Again, there will be no additional charges for this. We have made the tenant aware of the situation and also left a message for the landlord. Consumer Response /* (3000, 7, 2021/10/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response on condition that everything stated here will be completed in a timely and efficient manner. I would like to have a written copy and picture of the old part and the replacement part for my records and also for my property manager. I would also like an apology from their office regarding. Unfortunately, It took a formal complaint to get someone to respond to my request for explanation and resolution. I felt very disrespected. I am requesting copies of all of the diagnostic assessments since this HVAC issue began. Business Response /* (4000, 9, 2021/11/01) */ After I submitted the company reply, I was made aware by American Home Shield that another company had been dispatched to this property and another service fee was charged. The other company also was attempting to charge the customer again for refrigerant, which should not have been done. When I was made aware of this by AHS, I immediately requested they the work request back to Best Care, refund the service fee, and our Branch Manager, Chad, made everyone aware that we would not be charging for refrigerant again. I'm very sorry this happened; AHS should have sent our company back to this property to begin with and not dispatched another vendor. We are currently attempting to schedule the repairs and have been unable to reach anyone by phone.

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