ComplaintsforPerfect Service Heating & Air

• Initial Complaint

  10/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am deeply concerned and outraged at the predatory lending practices this company is exhibiting. They came to do what was supposedly a routine service on the heating and cooling system at my elderly mother and aunt's home and then pressured them into getting a whole new system (that there is no way they can afford on their fixed incomes) by telling them they were in DANGER. The system they had could have been repaired as evidenced by another company. This was clearly targeted at senior citizens. Beware of this company and its practices.

  

  Business response

  10/20/2023

  We spoke with ***************** today and will move forward with verbal communications with the family. However, Perfect Service does not prey on any customer regardless or age. We have been doing ongoing maintenance service for ********************* mother since 2016 and it was finally time that she replace her system. We were unaware of the family ties the customer has that brought about this complaint. As a company, we can't compete with pricing of a general contractor, and most definitely not a family member who is a contractor.

  Customer response

  10/20/2023

   
  Complaint: 20755803
  
  I am rejecting this response because: It is not about competing with a general contractor nor a family member. It is telling elderly people they are in DANGER, when they aren't, and requiring them to make an immediate decision based of of fear for their lives. Yes, you have been servicing for there for several years and by your own admission you use different employees to come each time. They are not the same and no one has ever said that the lives of the occupants are in danger.  And then padding on an array of things to the system that are not needed nor did they have before or ask for.  This unacceptable.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday June 30, 2023, my air unit went out. A technician was sent out, and I was told the issue was fixed. The unit worked roughly about 45 mins but the temperature did not go down. I was charged $7350.00. He then returned Saturday morning to service the unit and the unit has not worked. I have gone through the holiday weekend with no air and technician has not returned or made contact to help resolve the issue.

  

  Business response

  07/06/2023

  We apologize for the inconvenience. Prior to receiving notification from the BBB we already received another call from you, sent a technician back to your home, and resolved the issue of the furnace door being jammed causing your unit to not work properly. If you have any more problems please call us asap. The correspondences via the BBB system is not immediate and you will get much faster results calling us.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a service contract with this company on the heat and air system they installed in Nov. 2016. This is the second complete heat/air system they have installed for me since 2004, My yearly service contracts cost me $129,00 each yeat for two annual check ups on my unit. I've never had a problem with this company until last week. I have been witout AC service for over a week now. I contacted them for service on May 25, 2023 with no AC. They responded I believce that evening. The tech left,, I was thinking it was repaired. I had NO AC. I placed another service call on May 26, 2023. They responded. The tech said the breaker in the box was broken. I had a master electrician come on May 27, 2023 and he replaced the aleged broken 40amp breaker. The AC still did not come on. I called the company for service again late on the 27th, they said they would have someone out soon. No one showed up. I waited, the 28th passed, the 29th passed, the 30th passed with no AC. So, I called the lcompany this morning, June 1,2023 and the service guy was extremely baligerent with raised voice so I got baligerent right back with rsaised voice. He shouthed he or somerone came out yesterday, May 31, 2023 which was untrue for I waited all day on them, NO one showed up. Thenm I think he said he was out to my house this morning which was untrue for the thec always rings my door bell when on property. I pay in advance for the annuall two services for my unit. So, thy owe me for one service this fall. I tried talking professional to whomever in the service department I was talking too for NONE of them give their names as professional do. I called back and tolds the operator I needed to talk with someone intelligent and in a position of authority to help me. She took my name, address, and phone number say the hierarcy was in a meeting and she would pass my request along to them. But, I feel after 19 years and ytwo units purchased by me and myt paying in advance for the two annual services, I have right to complain.

  

  Business response

  06/05/2023

  Thank you for your continued business since 2003 at two different properties. We apologize about the negative experiences you had with our company over the past few weeks. We understand it is frustrating having problems with your HVAC. We also apologize for the unprofessionalism of the person you spoke with on the phone on 6/1/23. He has been reprimanded and would like to apologize to you personally if you would give him the opportunity. Dispatch thought the technician came out on 5/27/23 after you called saying your breaker had been replaced, but we found out after your call on 6/1/23 that he failed to go out. His excuse was he was afraid to get cussed out again, but that is no excuse not to go to a customers house and fix their air. That technician has also been reprimanded. Ultimately, it doesn't matter how a customer speaks to a technician, its still the technicians job to make sure their air is fixed unless a customer refuses to allow them to fix it. Once we realized that the technician did not come out on 5/27/23 like he was supposed to we immediately sent a supervisor out to get your air up and running. We understand you made this complaint prior to him coming out and it was a reaction to your immediate experiences leading up until that point. We are happy that the supervisor was able to quickly resolve your ac problem once he arrived to your home on 6/1/23 at 9:33am. We thank you for your many years of business and the owners are open and willing to speak to you about any issues that ever arrive.

  Customer response

  06/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  For multiple reasons.  Several UNTRUE (LIES) documented statements within their responce.

  I was completely without AC from Wednesday evening May 23, 2023, even tho I have a prepaid, in full full annual, two preseasonal services within a televe month period.  Shelia can verify my true statement. I also have documented proof of this statement.  I called on May 23, 2023 for AC service.  A service man did come  (*********).  Very nice young man.  See HVAC Service Order Invoice:  NO. ****** for details.

  I waited until Friday, May 25, 2023 to actually turn my AC on for I had my windows open and using my ceiling fans, so I did not need my AC.  My AC did NOT come on.  I called PSHA again.

  On Friday, May 26, 2023 Two service men came out.  One was ********* and another unknown to me.  He never introduced himself for he stayed outsied, no problem.  Both worked for a while, then left.  Returned,  both worked for a while longer .

  That's when ********* came and told me a breaker was broken prevcenting my AC from working properly.  I asked ********* was the breaker the one in my breaker box on outside driveway side of my home, he said YES.  ********* and other service man left.  So, next morning, Saturday morning, May 26, 2023,  I took a picturn of the breaker still in the bfreaker box, went to Lowe's one mile from me and purchased a brand new 40amp double switch breaker at $18.00 plus tas.  I came home called a master electrician to please come to replace this aledged broken breaker.  He came late on May 27, 2023 and replaced the marked A/C double breaker with a new one I had purchased.  Still NO AC.  I believedI called on Saturady or Sunday, knowing it was a long holiday weekend and the one asnweing the phone said he willd have someone out ASAP.  Knowing it was a holiday weekend I did not expect immediate service.

  No one showed up on Monday, May 29, 2023 and no contact by phone.

  No one showed up on Tuesday, May 30, 2023. and NO contact by phone.

  No contact on May 31, 2023.

  So, I called on June 1, 2023.  Asked for service department.  The mand who I was and my issue and he began anygily blasting me with untruths, LIES.  Stating he "knew who I was, *****."  

  Shouting over me NOT allowing me to tell hi, explain, my issues.  So, I began over shouting him and hung up on him.  I asked several times for Mr. Underwood whom I was told was the service department supervisor.  The angry man siad "this is underwood."  Whic I could NOT believe, but here again, NONE of the service people identify themselves unon beginng a conversation.  EXTREMELY unprofessional.

  I called back to the company swithboad, prceptionist, who was most professiontal and kind and aksed to speak to some in authority to place my complaint with such Angry, unprofessional conversation with the employee.

  I spoke with a Mr. ****.  Espresed my displeasure and still had NO AC.

  At 8:40am on Thursday, June 1, 2023 my doorbell rang.  I answered my door.  A man was standing there, said nothing.  I did not open my glass storm door for I had NO idea who he was.  I had to ask this man may I help you?  He stated he was from PSHA to repair my AC.  I instructed him to meet me around back at basement door.  I told him should he need me to come ring back door bell.  He then told me his name was ******.

  At exactly 10am Thursday, June 1, 203 my AC came on.  ****** HAD repaired my AC unit.  I document everything when dealing with questonable people.  I can show you my documented chain of events of June 1, 2023.

  NOw, the lies to be corrected.  I NEVER cursed ********* as stated in PHSA Stated, for I do NOT curse.  Please verify my statement with the man with Chridstian, he can state my TRUE statement.  I DID get upset with ********* when he came inside to tell me I have a suit on my hands for the breaker has NOT been repaird.  ForI Knre the double breaker HAD been REPLACED not repaired.  So, I told him, loudly that I Knew the HAD been replaced and if he could not repair my AC to GET OUT.  But I NEVER cursed him.  I simply DO NOT do that.

  Also, ****** actually replaced a BAD TRANSFORMER within the unit itself.  NOT and NOTHING to do with any breaker!!!!!  I expect you to check with ****** to verify my TRUE statement.

  NOW:  A friend and active church member of mine Mr. ***** ****** took his time to interact with me, on Friday, June 2, 2023, even tho it was NOT his departmental duty to ask If I was taken care of?  I asnwered, Yes, and thanked him for taking his weekend time to follow up with me.  NOW, THAT was professionalism.

  Now, that I have corrected all the UNTRUTHS and incorrect statements from PSHA, please noytify them I am NO longer in need of their Angry, Incompetent, Wait unti I get there, not trepaired, questionalble service?

  Thank you for your follow up.

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

  

  Business response

  06/06/2023

  Thank you for your very detailed response Mr. ***********. I, ******, one of the owners, called you personally Thursday afternoon after speaking to ***** and confirming he got your ac back up and running. I called to apologize for underwood's behavior on the phone (He is the man you spoke to both times and was unprofessional). I wanted to speak with you to resolve any issues and confirm you were happy with Donny's work getting your ac back up. As soon as I said this is ****** from Perfect Service you hung up on me. I immediately called you back but you did not answer. I then called ***** because I know yall go to the same church. He was out to dinner at the time and I asked him to please call you and see if he was able to talk with you since you weren't receptive to my attempts. ***** asked if he could talk to you at church on Sunday and I told him that was not acceptable that this was an urgent matter and needed a quick resolution. ***** related to me that he called and left you a voicemail and that you called him back, but not that day. I personally wanted to resolve this issue quickly and professionally because the way you were treated was not acceptable and it's very difficult to properly resolve dissatisfaction via email or written correspondence. All I wanted was to make you a happy customer again or at least try to. My cell number is ###-###-#### and I can be reached any time.

  Thanks,

     ******
  

  Customer response

  06/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Of more untruths by PSHA.  These people do NOT know how to tell the truth in detail.

  I therefore close this complaint myself wishing PSHA best wishes as I have found a competent truthful alternative HONEST service.
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  02/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On or about the 6th of February 2023 the guys from Perfect Heating and Air came out to install Duct into our home. The work that the guys did was good but in the process of doing the work, crawling in and out of our crawl space underneath the house, they damage a portion of our lawn. The lawn was too saturated because of the rain and became muddy as they crawled in and out of the crawl space. The grass was trampled down. as well. I talked to one of the workers about the grass being trampled and his response was that he told his boss about the grass being trampled because the lawn was still wet and saturated from the rain. The worker told me that his boss said don't worry about it just keep on working. I spoke to the manager about this, and he referred me to the project manager. The project manager said that he'd have someone to come out to repair the lawn that was damaged by his workers. I last spoke to a guy that is supposedly in charge on Feb. 14, 2023, around 12:00 pm at Perfect Heating and Air to see when they were going to repair the portion of the lawn that was damaged by the workers, and I was told that someone would be back in touch with me in about 15 minutes. This is Feb. 16, 2023, 1:15 pm and I have not heard back from anyone.

  

  Business response

  02/17/2023

  Our Production Manager spoke with ****************** this morning and we are in
  the process of resolving his yard concerns. There was a delay in ** getting the
  contact information of a referred landscaper, making contact with him,
  and then getting back with ****************** to schedule for the landscaper to meet with him.

  Customer response

  02/25/2023

   
  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,
  
  *************************

  Th landscaper did come by the house last week and look at the damage to the lawn, but I have not seen or heard from him since then. We are still waiting for the damage to be repaired. The landscaper said that he would charge $600 to do the repairs. I'd like to get the repairs done as soon as possible. Tomorrow won't be to soon.

  Thank you,

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

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 26, 2022 my home heater went out and I contacted Perfect Service Heating and Air. They responded that night, found a bad compressor and recommended a complete replacement. The replacement cost was $15,714 and was financed through ***** Fargo. The night of the 26th they did a partial install to get heat into house but were concerned about the wiring and stated they needed to get out here ASAP to finish install. We set appt for the 28th. On the 27th I received a call stating they could not make it out due to double booking their tech (1st missed appt) and would be out on the 29th between 10 and 11. On the 29 they did not show up,(2nd missed Appt) I called them because there was no attempt on their part to contact me. There was no reason for the missed appointment, and they rescheduled for the morning of the 2nd of Jan, 2023. On morning of Jan 23 nobody showed up and no call from them was received (3rd missed appt). I contacted them and they stated they would try and have someone out later that afternoon if possible. We were also told the unit was supposed to be energy efficient, the partial installed unit is showing the WORST energy efficiency rating.

  

  Business response

  01/03/2023

  We apologize for the delay, someone from the production department will be reaching out to you.

• Initial Complaint

  12/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My furnace was having heating issues so I contacted Perfect Service. They came out and found that my furnace heat exchanger was bad. They priced me a new unit and I had them install it that night. They were prompt and quick installing it. The installer said he would be back the following Tuesday. I waited all day long and after several phone calls to the Service Manager, no one showed up. We then had issues with our condensing unit lines freezing and the installer told me he might have wired it wrong. A different installer showed up the next day and said it was programmed and wired wrong. He told me he had fixed it. The following day our heat was not working again after a brand new unit installed. I made phone calls to them again and was told someone would be at my house at ****am the following morning 4 hours later they arrive and found that the other installer had wired a transformer wrong and he corrected it. They also broke a bulb in my attic while working. I was then told that I still needed to schedule a service member to come back out later to wrap duct work while 5 of them were already here. I will never use this company again. I do not recommend using them. They collected my payment of $4,000 and have yet to complete the work at my residence.

  

  Business response

  01/03/2023

  Thank you for giving us the opportunity to come out to your home and make things right.

  Customer response

  01/03/2023

   
  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

  08/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a service agreement that serviced my unit for spring and fall, air and heat for 2 years and 1 emergency visit. The tech came out to svc my unit for the spring. while he was here performing the service, another tech showed up to my door (at 8pm), that i was not expecting. He requested to use my restroom and stated he came to help the other tech. The 2nd tech came back up stairs and told me that my ac unit was cheap and was made for mobile homes and i needed to replace it. The reason i was having issues was because it was clogged. I received a service from them in 2020 based off their guidance that i had mold in my ductwork, i needed to clean it and put a uv purifier on it, that was $****. Now they are telling me I need to pay $**** for a cleaning 1 year later and that may not work, if it does not i needed to by a unit from them. My ac unit is 10 years, fairly new, but not purchased through them. After they left my unit stop blowing out cold air... i repeat it was a seasonal service, not a call of repair that they were out there form. I called another AC company to review, the perfect heating guys unplugged my compressor fan on the ac unit from the inside, had tampered with my freon lines. They intentionally messed with my unit for me to have to pay for "another" service i did not need. I called the company and reported it, told them i wanted my money back and this needed to be handled. I had to pay $*** to the ac company to assess what was done and fix it. No one has called me back or refunded me the $*** for this contract.

  

  Business response

  08/04/2022

  On 8/4/22 at 7pm we made contact with the customer and resolved things to the best of our ability. We are reimbursing the customer for what she paid the other company and are refunding her service contract money. Total reimbursement/refund of $***. We apologize for the inconvenience and unprofessional ism from our technician.

• Initial Complaint

  12/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 12/15/2021, my heater didn't work. I found this company on Angi's list with a coupon for $49.00 diagnoses service. The technician JEFF came and spends about 1.5 hours to check the furnace. His diagnose was the spark-ignition was bad and the price for replace would be $569.00. But, he couldn't just replace the ignition; he had to replace the heat exchangers for a $2,432, and blower motor for $769 in order to make the furnace working. I paid $49, but didn't do what he said. When I went back to check the unit, I noticed that the wire connected to blower was disconnected. After I re-plugged it back in, everything was working. So Jeff's diagnose was totally wrong. He is a professional, he clearly knew what the problem was, but deliberately misled and deceived me and wanted to sell me the services I didn't need. He had no professional ethics at all! I called him on the 16th. 2021, told him of my findings, and asked for a refund, and he agreed. But so far I haven't received the refund. I called again today, and another person answered the phone and said Jeff will call me back, but he didn't. They have no integrity, no professional ethics, and are full of deception and procrastination! Now my only request is refund me the $49 for their on purposely false diagnose service which JEFF agreed.

  

  Business response

  01/07/2022

  Consumer Response /* (2000, 5, 2021/12/23) */ Perfect Service Heating&Air refunded me after they received your email. So I would like to close my claim. Thank you very much for your time and help. Wish you a very happy holiday. Merry Christmas!

*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. ↩