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Business Profile

Heating and Air Conditioning

Hays Cooling Heating and Plumbing
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 538 total complaints in the last 3 years.
  • 196 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/28/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I payed Heys $125 to diagnose the problem with my AC when it just stopped working. After inspection the technician told me that my system is very low on freon and compressor doesnt work. He quoted me $1,460 to add Freon. He said that fixing it would cost close to $4,000 and it doesnt make sense to fix the older unit and advised on replacing it for more than $10,000. I decided to get a second opinion from a small mom and pop firm and it turned out all it was was burned high voltage fuse. It was replaced for $175 and AC is working like before blowing 52F air. The freon level is normal and compressor simply was not getting proper electricity it needed to work. So Heys technician is either completely incompetent and does not do basic (101) steps to diagnose a problem like measure if electricity is coming to compressor and unable to measure level of freon properly. Or he commits an intentional fraud lying about broken compressor and low freon to make you buy new AC from Heys or to replace expensive parts that are not broken.

    Business Response

    Date: 04/29/2024

    Good Morning, 

    Per our conversation this morning we are issuing a refund of $125 for the fees from 5/2023. You should see this refund in your account in the next 3-5 business days! I do apologize for this experience with our company, and we hope that you are willing to work with us in the future. If you have any other questions or concerns, feel free to reach us at *************. 

     

    Thank you!

  • Initial Complaint

    Date:07/19/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    ***** doesn't honor their pre scheduled appointments. Twice, we scheduled for annual service with *****. The first time, they called and said other emergencies in the valley took precedence, offered us a guaranteed slot the next week, to which we agreed. The following week, just minutes before the guaranteed appointment slot, ***** again called and said they were canceling and rescheduling our appointment due to other emergencies in the valley.***** should at the least learn what the definition of the word guarantee is. The first time is excusable and understandable; a subsequent time is not, especially when it was guaranteed and sold to us as a 'promise' / 'we'll make this right for you' type of scenario. Doing this twice in a row casts serious doubt upon ***** reliability. They have been extremely unapologetic about the issue, and insinuate that we the customers are in the wrong for not willfully and happily giving up our appointment / causing further deflections in our busy schedules for weeks to come.

    Business Response

    Date: 07/20/2023

    Response to Customer: We apologize for the inconvenience and frustration you experienced with our scheduling. We understand the importance of honoring pre-scheduled appointments and we sincerely apologize for falling short in this regard. We value your loyalty as a customer and we appreciate your feedback. Please contact us at ************* so we can make things right and address any further concerns you may have.

     

     

    Resolution: We kept the appointment scheduled for the same day, and pushed out the time frame to ensure customer would receive the service. Customer had been rescheduled twice due to an extremely high volume of homes with 1 unit that have absolutely no cooling. This appointment for a tune up was completed on 7/19/2023 at 7:49pm. 

    Customer Answer

    Date: 07/20/2023


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and confirm that the business acted quickly, professionally, and courteously to the complaint.

    I would like to further point out that the owner reached out personally on this matter within the same day, and that their taking the complaint and feedback seriously goes a long way to restore my feeling of trust in the company.

    Regards,

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

     


  • Initial Complaint

    Date:11/01/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 have a preventive maintenance agreement with **** where they check on our AC and water heater. Shortly after the water heater service the water heater broke. We called and were told we need to replace it, we agreed to go with a tankless system and were quoted $5300. I asked ****** (**** technician) if at the time of changing the water heater they could also install a tub faucet line and he said yes that is not a problem. I asked about the hourly rate and was told $120. The next day (October 4, 2022) a technician named ****** installed the tankless and attached the faucet lines, which he wanted to charge $400 for. I questioned the price based on the hourly rate and he stated the tankless installation took longer than expected, but then reduced it to $240 (the faucet line installation took 1 hour). Unfortunately, the faucet lines were not properly installed and leaked. I called **** back and they sent ****** who initially assessed the work. He said he would reattach the lines. He didn't get to do it successfully on his first attempt and then decided he wanted to go to ********** and buy taps to close the lines again. He called ****** who installed the lines to come and help. Upon his return from ********** and once the second technician ****** arrived, ****** said they would not be doing the job after all. He said they needed to break the tiles and go into the floor a job that would cost about $850 without accounting for the tile repair. We asked about the $240 that we already paid and they said that they did the job. We did not agree to do further work with them and they just left the tub faucet plugged. I tried repeatedly to speak to plumbing Manager *************************** and e-mailed him to discuss this situation but he has not bothered to call or e-mail back. In the meantime someone else was able to attach the faucet lines without having to break the floor and it is working fine. I would like to be reimbursed the $240 since **** is not willing to complete the work.

    Business Response

    Date: 11/09/2022

    We have since refunded the customer and then some and resolved the issue going forward. Tell us why here...

    Customer Answer

    Date: 11/09/2022


    Better Business Bureau:

    Thank you, this has been resolved and I was contacted by the business directly. You can remove my complaint as the resolution is satisfactory. 

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

     


Hays Cooling Heating and Plumbing is BBB Accredited.

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