Complaints

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:08/28/2023

  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.

  I purchased an AC unit from this company 3.5 years ago and I started having problems with it in July. I called the company to come out and take a look and they told me their service call fee increased $30 since they were out here 6 months ago. They told me I could sign up with their *** program for $19/month and then I would have no service call fee to pay and I could cancel the *** program at anytime with no fees. So I went this route to save some money and on 07.26.23 I paid $19. Then over this past weekend (08.26.23) I noticed that they billed me $19 on 08.15.23 and I wasn't expecting another charge until 08.26.23 as this would be the one month ***** I called the company today and was told that if you sign up in the first half of the month then you are always billed on the 1st and if you sign up in the last half of the month then you are billed on the 15th. I advised them that this is something they need to be telling customers up front. I then asked if I were to cancel today if my coverage would extend a couple of weeks out since my first $19 payment only covered me for a couple of weeks before they billed me again and they said no. So I have paid two months ($19 each) and will not receive two months of coverage. First strike.Then the guy I was speaking with told me that if I were to cancel today that I would have to pay back any savings I have accumulated since I started the program (ie service call fees, etc). I was told I would have to stay on the monthly program for seven months to avoid having to pay them back money as long as I don't use any of the services. So much for 'you can cancel at anytime with no fees'. Strike two.Now I don't know what to do because either way this is going to cost me money. I am not happy that this company has started shady business practices when they used to be really good. And I really do NOT like being lied to.I don't know if there is a resolution to this or not.

  

  Business Response

  Date: 09/05/2023

  Good Afternoon, we appreciate your feedback and apologize for any inconvenience you have experienced. We understand your frustration and want to make things right. We have left a couple voicemails and text messages but unfortunately have been able to reach you. Please feel free to call us at ************ and ask for ***************************** or ***** ******************* We are committed to serving all our customers to the best of our ability. Your satisfaction is important to us, and we're dedicated to ensuring a positive experience for all our customers.

• Initial Complaint

  Date:01/23/2023

  Type:Product 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.

  I am a senior citizen. The **************************** tech came to my house for a bi-yearly maintenance of my air conditioner. He told me that the bearings in my condenser fan motor were going out. The bearings were making noise and if it went out, my condenser would burn up. It cost $4,000 for a new condenser. Scare tactic. The price to replace the fan condenser motor was over $800. I made an appointment to replace the motor. I got a second opinion and was advised that my fan motor was NOT making any noise and if the bearings did start to go bad, I would hear it. Additionally, I asked twice for the pictures of the motor and an invoice for work that needed to be done. I never received either. I talked to the general manager and got the run around. He would take no responsibility. I want a refund of the monies I paid them monthly for maintenance of my system. Unethical companied and their predatory tactics should be brought to the attention of the BBB.

  

  Business Response

  Date: 01/26/2023

  *************, you are correct that you were enrolled in our *************** plan and we were at your home for the spring maintenance for your AC unit. ************** did the maintenance and discovered an issue that would need attention in the future. This was not intended to pressure you, but to inform you of the findings of the maintenance. Our Operations manager agreed after speaking to you that we would refund you the $95 for the *** membership and asked if he could come out to double check the technicians findings.

   

  Thank you,

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

  Customer Answer

  Date: 02/03/2023

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