ComplaintsforChas Roberts A/C & Plumbing

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **** Roberts refuses to provide me with basic information regarding service of my 2 **** systems. I was told because its under warranty with my builder they couldnt provide it. Im simply asking for dates of service and the reason for the service visit. I need this information for a complaint I have filed with the **** manufacturer.

  

  Business response

  05/01/2024

  *******,

  We apologize for any inconvenience you may be experiencing not being able to receive the historical information in regards to the services provided on your home by **** Roberts.

  When the home is being built we go under contract with the builder as they are our customer during construction and warranty stage of the home. As a part of that contract and the Builder being our direct customer we are legally restricted under contract to send the service invoices directly to the Builders customer which is the home owner for any work completed while under the builders contract terms with out their permission.

  **** Roberts has reached out prior to this complaint to get authorization from your builder to send you the info. We have spoken with ****** at Mattamy homes and she has received all the service history and stated that she would be passing along. 

  We ask that this complaint be closed as we are under contract with the builder and the builder has agreed to send the info to this customer.

  Customer response

  05/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I still do not agree that the business cannot provide information on my property but my builder has sent the required information. I consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  03/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  3/8/24 Chase Roberts I did a preventative maintenance on a two-year-old furnace unit and new build home. All I wanted to do is check things out and make sure AC units ready for the summer. Remind you my unit was working great. Until chase roberts showed up. The Tech knock down the stabilizer filter, just above the blower motor and burn my blower motor out on my furnace then tell me I have to pay the cost for a new motor. $500 plus my $200 I paid for on maintenance. What kind of scam is this. All I can say is beware and the customer integrity is extremely low. This is a cost that the incompetent Tech should pay. Heck after all theyre the only people going in and out of the unit and they should be license and bonded for any rare issues that *** pop up on the tech is working on a project. I am seeking the resolution for this, and to be totally refunded.

  

  Business response

  03/13/2024

  We have spoken to ***** and the concern has been resolved to his satisfaction.

  We feel this complaint should be closed.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In July 2020, **** Roberts installed a new 4-ton AC unit in my home. The unit seemed to run fine for about 9 months. In April 2021, the unit was not cooling properly. It could not hold the set temperature throughout the day. A call was put into **** Roberts and a tech was schedule to come out. Parts were replaced and the unit said to be working properly. The following day, the unit again was not working properly. Over the following days, additional techs returned to troubleshoot various issues. Parts were ordered and installed but the a/c unit would not run correctly. At one point, it was down for over a week due to parts on order. Eventually, one of the techs determined that the variable speed blower motor was defective. Since he did not have a new motor in his truck, he installed, on a temporary basis, a single stage blower motor. He indicated he would order a new blower motor and put it in himself. After 5 weeks, we were notified that the parts were in and a different tech came to install them. This tech spent all day troubleshooting issues and was constantly on the phone to someone in the shop. He did not seem to be able to make any progress. By the end of the day, we were told that unit was back to normal and performing to spec and he left. While the unit was working, it did not seem to be running efficiently. On some days it was warm in the house, especially in the afternoon. At this point, the unit was still under warranty for both parts and labor.Last month, the unit again could not hold the set temperature. Because of all the issues we had last time, we called in a tech from another company. He spent half an hour troubleshooting the unit and found the following.1)The temporary single speed blower motor was still in the unit. The new variable speed blower motor was never installed.2)The compressor 2nd stage had been disconnected. As a result, the unit was operating at only 70% of its capacity. Imagine my surprise, confusion and disappointment when I heard these things!The proper blower motor was ordered and installed. At this point, the unit still suffered from the original issue. This tech spent an hour troubleshooting the issue and found a short-to-ground in the compressor 2nd stage circuitry. He was able to repair the short without difficulty and returned the unit to its proper configuration. It now has the correct variable speed blower motor and the compressor 2nd stage is hooked up and performing as it should.From my point of view, I can identify several problems with work done by **** Roberts technicians. 1)At least four different techs spent at least several days trouble shooting the unit, swapping out numerous parts but could never identify the original problem the short in the compressor 2nd stage circuitry. 2)The new variable speed blower motor was never installed. The temporary single speed motor was left in the unit. 3) **** Roberts techs failed to reconnect the compressor 2nd stage. 4)I had to pay $995 to correct problems that **** Roberts should have fixed in April 2021 when the unit was under full warranty.

  

  Business response

  08/18/2023

  ****, We are sorry to hear that you are having an issue with your system.

  After reviewing the complete history on your home and found that we have not been to your home in over 2 years. We also have no record of ever ordering or having a failure with the blower motor in your system that would warrant changing out the motor. 

  We know that our manager has been able to get in contact with you regarding the concern and will be working with you to try and resolve.

   

  Thank you.

  Customer response

  08/18/2023

  I am working with the warranty manager. This issue should not be closed just yet.

  

  Business response

  08/21/2023

  Our area manager has reached out again to ****. **** Roberts will continue working with **** to resolve his concern.

  Customer response

  08/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and we continue to work the issue.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** Roberts (CR) replaced my AC motor on 6/05/23 (Inv# *******). On 7/29 AC unit started to make the same loud noise as 2 month ago. I called CR and asked to fix.- They schedule a visit on 8/21. On 8/01 AC broke entirely- there is no AC in the house now. $110F outside. When I called to come and fix their junk again, they scheduled a visit for 8/11, meaning I would stay in 110F for 10 days.***** ******- have dignity and loyalty to your customer- HIRE TECHNICIANS AND START TAKING CARE OF YOUR CUSTOMER IN TIMELY MANNER, AND REALIZE IN WHAT INDUSTRY YOU ARE WORKING AND URGENCY MATTER. TO FIX JUNK THAT YOU INSTALLED. AC UNIT IS UNDER WARRANTY! I request to come today or tomorrow (8/2 the latest). After that Ill follow with AZ Registrar of Contractors, and layer if needed.

  

  Business response

  08/02/2023

  We understand **** is upset that we were not able to immediately put her back on schedule and send a guy straight to the home, but due to the extreme heat and volume of service calls being booked out our *** was only able to provide first available service appointment. Once the call was scheduled the *** escalated it to a manager that was able to get them moved up to same day service call (Aug 1st 2023) prior to us receiving this complaint. We were able to get her system repaired same day as well and the system is working properly again. 

  This concern has been resolved. 

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AC unit went out 1 month ago and the ac unit is only 4 years old and still under warranty. While waiting for someone to come out i had another company come look and they said they could fix it for $1900. I decided to try and go through **** since i have a warranty through them figured since i just had to pay labor it would be more cost effective... they wanted to charge me $2200...how is it more expensive for just the labor then it is for the labor and parts? I feel like **** is scamming its warrantys.

  

  Business response

  05/15/2023

  We are in receipt of Mr ********************** complaint. The home was built in 2019 by the builder *************** and a one year labor warranty was provided at the time by ***************. That labor warranty expired May 12th 2020 and only the manufacture parts warranty would remain after that date. This customer reached out to ** April 2023 4 years after the home was built and scheduled a service call for a no cool at their home. The home owner explained to ************** that they had another company out prior to ** that explained he had a leak in the system. Our Tech performed our own diagnostic and was able to verify that the system had a leak and that it was a manufacture part failure with the system. We offered several options including financing to help this customer get the repair they needed. They applied for financing ,but were declined. No repairs were completed at the time of service.

  We provided the diagnostics and quoted for the repairs. This is a complaint in regards to pricing and we ask that the complaint be removed as we did not fail to provide the service. 

   

• Initial Complaint

  10/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our ** went out July 15, 2022. **** Roberts did the initial install on our new build so we called them. They said they could not come out until July 21st. I had to pack up my kids, 2 cats, and service dog and stay at a hotel. We get a call on the 19th stating that they can get someone out on the 20th so we took the sooner appointment. I met with the technician and he finally figured out that the motherboard on the hvac unit was bad and needed to be replaced. I asked how long it would take he said it can take up to six weeks. I told him were currently staying in a hotel and its getting costly is there anything the company can do? His response was he could wave the $85 service fee but that was it. I accepted his offer. He then told me that I needed to pay 10% up front for replacing the part. I told him that its under warranty still and the part should be free. He then said it was the labor I would need to pay for up front. At this point I said ok I was hot and miserable and just wanted it fixed. So I gave him my card and he charged me $185. I said I thought you were going to waive the $85 service fee? He said he did and that the $185 would go towards the labor when the part comes in and then I pay the remainder when the work is complete. Back at the hotel the next day, we were talking with a friend about our ** issue and she recommended a guy she knew. We called him and he was out that same day and fixed the ** the same day. We called **** Roberts back to cancel the order for the part and ask for a refund. The lady on the phone said she would refund us and the $185 should be back in the account within a week. Week went by, nothing. We called again, same thing, no refund. Why am I being charged for labor that was NEVER done? **** Roberts did not fix my ** someone that actually knows what theyre doing fixed it. I shouldnt have to pay for a job that was neither started or completed! I want my money back.

  

  Business response

  10/21/2022

  *********,
  
  After reviewing the information pertaining to your concern,and reviewing all phone recordings in regard to your service appointment we have found that yes you are due for a ****** refund that was paid at the time of service as a parts deposit since you canceled the parts order.
  

  When the call was scheduled you were quoted the trip charge for our techs to come out and notified that if you go with the repair the trip charge would go toward the final cost. ************** diagnosed your equipment failure and at that time collected the ***** trip charge and the ****** deposit for the parts order.  We currently are facing manufacturing delays when ordering parts and were unable to get the part that was diagnosed quickly. You reached out and spoke with one of our managers who explained that we would be happy to refund the part deposit and would only charge the ***** that was quoted for the service. You informed him you were going to get all your money back and were going to dispute the charges. We have verified that you still have a pending dispute against the charges and we are unable to refund you until the dispute has been lifted and we have received payment.
  
  Please remove the dispute and we will be happy to process the refund for you.

  Customer response

  10/21/2022

  I was told by the technician that came out that he would waive the trip charge. The technician stated that what I was paying for that day would be for future labor to replace the part as the unit is still under a 10 year parts warranty. So when we canceled we asked for a full refund as no labor was done. The problem with the unit was also misdiagnosed by the technician who also lied to me when he came out but that's a whole other story. I called someone else who was able to come out and fix it on the spot, same day. Furthermore, we had called multiple times asking for a refund and it never happened. I don't believe they will refund me what I am owed. I wouldn't have had to contact my bank if they had just refunded me the money I am due. So until the business agrees to refund the whole amount I will not remove the dispute.

  

  Business response

  11/01/2022

  We are still waiting for the dispute against the charges to be lifted to process the refund.  As soon as we receive notice that it has been lifted from the credit card company we will process a refund to include the ***** trip charge for our tech to arrive at your home and the ****** deposit we collected.

  We will not issue a refund with a dispute still in process as we could end up losing the initial money that is currently under dispute as well as the refunded money. Our Service Manager *********************** emailed ************** and informed her of the same last week. 

  

  Business response

  11/10/2022

  We have submitted a full refund to the customer.

  Customer response

  11/11/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  09/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our new ****** home in ****** Station (Lot 333) on 10/19/2019. Since 8/15/22, weve had 4 AC technicians out to solve our AC system problems ranging from a clogged condensate line to most recently a coil leak. **** Roberts installed the system & has been called here by us 3 times since 8/15/2022. These visits have cost us over $1,650. The repairs on 9/21/22 alone were $1,495. During the afternoon of 9/21/22 temperatures reached 89 in the house. Our AC system has never been right and is very loud when running. To compound matters Im in my late-60s disabled, retired & partially paralyzed due to 2 strokes & my wife *** is my caregiver. *** owned 7 homes of various ages during over 40 years while living here in the East Valley but have never had problems like were continuing to experience now.9/25/2022- Our AC system is not functioning once again. Only the fan is blowing.-***** & *******************

  

  Business response

  10/04/2022

  To ***** & *******************,
  
  We are in receipt of your concern and have also spoken with your builder ****** homes in regards to the conversation you had with them in your dissatisfaction of having to pay for repairs to your equipment since you are out of the full warranty period given when you purchased your home in 2019.We have completed 2 repairs to your home and have charged accordingly for them.One of the repairs did result in a call back which you were not charged additionally for. The original repair for a float switch tripping which you have had a separate company addressing prior to our arrival for the first service call you were charged for. When we have had to return to address that same concern we have not charged you anything additional to complete that repair. The major repair that we charged for was a separate failure not caused by **** Roberts and was not considered a workmanship item, But a failure in the equipment.

  
  We can appreciate that having to pay for repairs to equipment that no longer have a full coverage warranty can be an unexpected burden. However, we have responded quickly to your needs and when we have had to return to re-address an issue we have already repaired we have not charged you any additional amounts.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** Roberts installed my ** system in my new build home in 2019. The system has continued to fail each summer that we have lived in our home and has required multiple/major repairs. The system is only 3 years old and has continued to give issues and problems. Each time we have requested the company to come out, they basically put a bandaid on the problem and it would break again. One summer they came out four times, during the nighttime, between 10pm-Midnight. (I have a family with children and we were not allowed to sleep in our own bed due to the location of the attic in one of the closets). The parts to the ** unit are the only things covered at this point which led us to contact another company that was able to come out the next day. We had to replace the entire system and pay out of pocket. We feel that this should have been solved the first time they came out to fix the unit. All records are on file with **** Roberts and the number of times they had to come out to "fix" the system

  

  Business response

  09/26/2022

  ****,
  
  We are in receipt of the concerns about your equipments failures. After reviewing the history, we see that your equipment was installed in April 2019, and over a period of 2 years you experience a few leaks in the product that had to be repaired. We responded and repaired each failure in the product at no charge to you under the warranty parameters that your builder set for your home.  The equipment that was installed on your home was chosen and purchased by your builder. We are then contracted to install the product the builder purchases and warranty for the time they agree to prior to the home being sold. The delay in receiving the Part to complete the final repair was a manufacturing delay and not the result of **** Roberts neglect. We do everything we can to resolve a failure as quickly as possible, But the manufacturer did not have the part readily available and needed to be shipped in. This repair would have been completed at no charge to you under the builders warranty.  If the other company gave you the option to purchase a new unit over repairing a 2-year-old unit and you chose to replace the entire unit **** would not be responsible for the cost to replace the unit. Your warranty the builder purchased covers only repairs for the term they set at the sale of the home. 

  As we did not evaluate, diagnose, or participate in the repair or replacement of the unit subsequent to that date we cannot comment as to the issue that was happening with the unit at that time. We ask that this complaint be closed at this time. 

  Customer response

  09/26/2022

  Hello, 

   

  I was not made aware of any builder's warranty by your company.   If there is a builder's warranty that extends full coverage to the unit then that information wasn't shared until right now.  If it was shared with me in the past then I would have contacted the builder.  You may be referring to the extended warranty that the manufacturer offers, which extends **** years and does only cover parts.  I was informed that the only thing covered by the manufacturer's warranty was the cost of the part and that labor would have be paid out of pocket because the warranty was expired.  As you can see from service records, the unit had to be serviced multiple times since the original install only 3 years ago. 

  

  Business response

  10/04/2022

  Hi ****, 

  The labor warranty from **** Roberts is purchased by your builder. For your particular home the builder purchased a two year labor warranty. There is a separate parts warranty that is offered by the manufacturer. We were contracted by your builder to install the unit and provide two years of repairs free of charge to you. During that warranty period we responded and repaired each failure in the product at no charge to you, in line with the contractual agreement. Each time we have serviced the unit it was working after our repair. 

  We have fulfilled all of our obligations under our contract which included installing the unit and repairing the unit free of charge during the warranty period. Our contract did not include repairing or replacing the unit outside of the warranty period. Your warranty began on April 23, 2019 and expired on April 23, 2021. If you are unhappy with the quality of the unit we would recommend contacting the manufacturer of the unit or the builder that selected that particular unit for your home. 

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had to pay in advance in October ****************************************************************************** 2022). On checked in April 27, 2022 they came out for my first check-up, They did not come into the house to check the thermostats. I told them that they were always checked. I was told by **** doesn't need it. I asked for them to schedule the next 6 month appointment, they said the office will call and schedule. The office never called, so I called them the beginning of May and spoke with Ozzy the supervisor. He said, he would send out a supervisor to check the thermostats, that they will train the maintenance staff that they are supposed to be checked and in the future even though I was told the office would call to schedule, it is my responsibility to call. No matter what the ******* said. They schedule me an appointment to check my thermostats on 5/25/2022. Then in the afternoon of 5/24/2022 they sent out an email saying that there is a minimum charge of $85.00 to come out. I have paid for this and they did not perform the full service. I am not going to pay twice. I either want the service I paid for or my money back.

  

  Business response

  05/26/2022

  
  *******************************
  14663 ****************
  ********, ** 85379
  
  
  RE: BBB ID: ********
  
  
  We are in receipt of the complaint for ******************************************.
  We can appreciate Ms. ********** frustration, but she did speak with our supervisor prior to the appointment being scheduled, as well as after the email confirmation came through that there would be no charge to check the thermostats. 
  Our system does an automated email that notifies homeowners of their pending appointments.  This system automatically includes the trip charge.  Any conversation you had with the supervisor supersedes the automated email response. 
  Our apologies if this caught you off guard, but your scheduled visit did not have a trip charge associated with it. 

  Customer response

  05/31/2022

  
  Better Business Bureau:
  Just an FYI.  This compliant was made before any email was received from **** Roberts and I did NOT talk to a supervisor about the trip charge.  Please have them get their facts straight.

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   

  
  

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sabotaging customers into having to call for service repairs. They were contracted with our new build. They left manuals in both units one broke the motor in which Chaz Roberts came out and replaced for free. The tech said they checked the other unit to make sure it was not the same, and that was a lie. I called ******************* to come double check everything. Another manual was in the second unit. All the repairs would cost us $2000+. Ive already contacted a lawyer to *** **** Roberts for negligence and if possible attempted murder. I have 3 children and grandfather and my wife living in this house. Their negligence could have led to a house fire in the middle of the night. Never use Chaz Roberts!!! BEWARE!!!

  

  Business response

  02/16/2022

  
  *******************
  25774 N 104th Dr
  ****** ** 85383
  
  RE: BBB ID: ********
  
  
  We are in receipt of Mr. ****** complaint.  ************** contacted our office on February 14th,2022, at approximately 1228PM.  Our supervisor contacted ************** within a half hour of his call in to our office and addressed all of his concerns.  ************* was not charged for any repair at his residence. 
  
  Upon receiving the Better Business Bureau complaint on February 15th, 2022, our supervisor reached out again to ************** to follow-up with his concern.  ************** explained that he has submitted his complaint prior to us reaching out to him as he was extremely frustrated with the situation.  He also explained that he was pleased with our resolution and would let the Better Business Bureau know that we addressed his concern and it was resolved.

*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. ↩