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:04/09/2025

  Type:Order 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.

  Every time I call and make an appointment, they do not relay the special information I give to them to tell the company or the people in the office or the driver, and I specifically asked for only a two hour time limit today instead of the four hour because I had work downtown in the afternoon. I was on the phone with three different people to find out why the driver was late as usual and it was very upsetting. I'm thinking of canceling my contract with them because they're not reliable. They're the most expensive company in town so they should have better customer service.

  

  Business Response

  Date: 04/23/2025

  I have not spoken directly with *****. I do know of the other **** she has spoken with, the most recent was our **************** Manager. I tried reaching out to *****, but the call was directed to her voicemail. I did leave a message for her to call back, and also left my work cell number so she could reach me directly if she so chooses. I just want to make sure everything was handled accordingly, and if not, see how I can help restore our relationship with her. I as a Field Supervisor, am very busy, but I will be trying to reach back out to ***** next week should she not call back by then. Thank you. 

  -*****

• Initial Complaint

  Date:02/21/2025

  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 order a new HVAC unit from George Brazil, which was installed in Nov. 2023. At that time, there were numerous issues involving the install that required multiple visits to come back and service the machine. It became operable until Dec 2024, in which the machine started experiencing issues. Since that time, have had technicians come back 10 separate times. Each time, it is a different diagnosis and each time, the machine only continues work for a day or so. Recently, they got it to work for approximately 2 weeks before parts went bad again. I have pleaded with customer service agents to speak to a manager to help discuss the bigger picture. I am of the mind that the machine is a lemon and needs replaced, but am open to hearing their perspective on resolution. In all my calls, I have never spoke to a manager. I am either told that the agent will not forward my call to one, told they are busy or told theyll call me back (in which they never have). I have spend over $18,000 on an HVAC and it has been inoperable at the time of this writing for over 5 days. My wife is very cold during nights and there is nothing meaningful I can do. I dont believe my concerns are being taken seriously and I have yet to see anything close to an actual resolution, but rather the same technicians showing up over and over again and bandaging the unit. I truly hope a complaint like this can help as I dont believe I can be the only customer being treated in this fashion. Ive attached as many service forms as I can find (they dont provide one every time and the most recent visit was a digital setup, so no paper trail). Last visit was 2/17 in which we were told the main board went out again and we cant tell why. We have yet to hear back (as of 2/21 at 1pm) about the repair or from management on this despite multiple messages.

  

  Business Response

  Date: 03/05/2025

  My communications started with Mr. ******** on February 24th. We discussed the issues at hand and how they have escalated his and his wife's very understandable frustration with the system. Mr. ******** and I have since been working on a resolution. As of now, the system seems to be working well, though seldom used at this time. We both hope this last part is the end of the no heating/failure to operate issues; however, I have found it necessary to get the Manufacturer involved in an attempt to set up a site visit with a *** to ensure all is well, and if not, how to proceed through this debacle. I am personally keeping the customer updated as I get further along through this process. 

• Initial Complaint

  Date:08/17/2024

  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 a New A/C unit 8 years ago and it has broken down 13 time as of today and in the Arizona heat it not good for my family and pets and they can't make it th same day we need to wait 24 hours our old unit was 30 years old and didn't break this many times in 30 years . 8 months ago they put a new compressor new blower motor and a new blower wheel 2 months ago the freon line broke this ac unit is a lemon

  

  Business Response

  Date: 08/26/2024

  Good Morning,

  This complaint was left for the wrong business. This BBB page is for George Brazil PLUMBING & ELECTRICAL. We are a separate entity from George Brazil Heating and Air Conditioning. This complaint should be removed from this business, please and thank you!! 

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

   

  Customer Answer

  Date: 08/26/2024

  it's  Actually the same owners

  

  Business Response

  Date: 08/27/2024

  We are two separate entities with two separate owners. BBB, please check the company files as this is a common misunderstanding for customers. We try every effort to share with customers we are two separate entities both with a DBA of George Brazil. We completely understand the confusion but unfortunately, we cannot address this issue because we were not the company to provide service. 

  

  Business Response

  Date: 09/05/2024

  8/22/24 1:13 PM cwilson: I just spoke with this customer regarding the last warranty request which was ultimately canceled since the customers didn't want to wait in a hot home with pets and children until next day service.
  

       He also filed a BBB complaint but I advised that was with the wrong company and if he still wished to have them involved, to make sure it was with GB HVAC and that would be directed straight to myself to resolve.
       ***** believes he's had 13 separate failures on this unit.. The only actual failures I've seen other than a couple workmanship fixes were recent: capacitory, **** and the leak repair being most recent.. He's adamant that the cap has been changed a handful of times as well as fuses. We discussed some of the repairs and I explained that these failures aren't as uncommon as most people come to expect since they are comparing to their older units that were over 20yrs old. He isn't happy that this is to be expected more often as the unit gets older and is contemplating purchasing a new system and possibly with someone else, but I advised he still has warranty and not to rush into having another system put in for just these reasons because we see the same problems with units across the valley regardless of company and brand. He's going to think about it, he seemed a bit busy as I believe he was also working, but he has my contact info should he have any other questions, concerns, etc. He has not decided on having us back out for his down unit at this time.  (CBW)

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair 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.

  A York A/C unit in my house installed by George Brazil (GB) broke in April 2024. GB made 5+ visits, unsuccessfully attempting to fix it. Once GB determined they couldn't fix it and would need to honor the warranty by replacing the unit, they stopped communicating. GB sent an employee on July 16 to collect the information necessary to "file a form" with York. Nothing but excuses from ***** at ** since then. "***** will call you back." ***** has not. York said as of August 6, they have not heard from ** on the matter. I want the unit replaced immediately. We have suffered through the summer.

  

  Business Response

  Date: 10/02/2024

  I apologize for the late reply. I suffered an unfortunate injury in July where I ruptured my achilles tendon and needed to have surgery. Today is my first day back in the office. On August 09, one of our Service Managers/Technical Trainer, ***, went out to this home to collect the necessary information to have this System replaced. On August 13, we replaced the equipment per the customer's request. It doesn't appear to have had any issues since. 

  Customer Answer

  Date: 10/02/2024

  
  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,
  
  **** S ******
  
   
  

• Initial Complaint

  Date:07/30/2024

  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.

  In September of 2022 we purchased a new AC unit from George Brazil. Since then they have had to come out 5 times to fix it and now it's the 3rd time for the same issue. It normally takes then 2-3 day to get out, This time it may be at midnight. I just want the issue fixed correctly for once and in a decent time frame.

  

  Business Response

  Date: 12/09/2024

  Not sure if there is any way you can assist in this matter, but the issue at this customer's home has been resolved as of August 1st. We had to send out numerous techs due to an unresolved condensate drainage issue. On the last visit to attempt to resolve the problem, we were able to successfully rid the drain of all restrictions in that line. 

  Please let me know of any further action I need to take to help resolve this on the BBB's end. 

• Initial Complaint

  Date:07/10/2024

  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.

  In my last filing I wrote wife works at home un professional. But ran out of words then noticed what I wrote it was meant to say wife works at home and the companies actions are unprofetional

  

  Business Response

  Date: 07/16/2024

  I reached out to ************** regarding his recent visits and issues this morning. I was actually unaware of this filed complaint until now.

  We spoke about all the recent visits (9visits) and issues that have occurred since we performed an annual maintenance in the beginning of April. We both agreed that the number of visits and the real issues at hand could have and should have been resolved much sooner and likely would've prevented their frustrations during this debacle. As of now, since the most recent repair on 7/13, the unit hasn't had an issue maintaining their desired temp, which is great. But I advised ****** that of notes I've seen in the past since install, I've noticed a pattern of preventable calls dealing with his low voltage, particularly the thermostat wire. The current condition of the thermostat wire, which is pre-existing and not covered under warranty, is in very poor condition but there aren't any notes of technician's bringing this up to ************** in my records.. So, after chatting with him, I advised that I'd just like to prevent it from becoming another issue, replacing the tstat wire free of charge. 

• Initial Complaint

  Date:07/02/2024

  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.

  This situation started last year when I contacted George Brazil about inspecting and fixing my AC unit. Initially, they had it fixed and it was up and running. However, this is where things started to spiral as I had to call them back every other month it seemed like. Repairs had to be done on the things they had supposedly fixed already, and each visit led to a shorter period before the next. Appointments and time frames were not kept, and my family and I were left with a hothouse and broken AC. Now, I've placed my call on a Sunday afternoon and have been given the run-around and empty promises of something being done, communication has not been there, asking for a manager gets brushed off and no one seems to know what the h*** is going on. Senior technicians were supposed to be there but they never showed up, instead, we got entry-level warranty techs who showed up, were unable to fix the issue or properly diagnose it, not put back on the schedule for a technician to come out, and no communication again on what is going on. I've called multiple times and keep getting the same run around that they are busy and it's a part issue. $100/night hotel stay to be reimbursed after the fact is offered, but having a family of 5 and a wife that works from home and has her office set up in the house, $100/night does **** s*** We have paid thousands to this company to get nothing in return. We supposedly have priority in their VIP maintenance program, but we don't get what we pay for. It is now Tuesday, more than 48 hours since I called them, and still no solution to our issue they wanted to push us out until Friday until I made a fuss and they somehow managed to make it so it will happen on Wednesday, which was supposed to be first thing in the morning and now, I just received a call saying it might not be until later in the morning, more towards the afternoon. I want someone held accountable for what they have done and people to know about this.

  

  Business Response

  Date: 07/16/2024

  We are currently working on a resolution for this complaint. Apologies for the delay. 

• Initial Complaint

  Date:10/30/2023

  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.

  So we got a loan and had George Brazil install a ac. The loan agent from the company along with several customer Service reps all reassured us that if we paid down some of the loan we could add more to it for more work This is a flat out lie Not only did they do the work before verifying this was the case but after several phone calls we were told that was incorrect Even the guy working on our house said he thought that was a option as well.This is classic bait and switch. They drained out savings with this cute little move and now I am in the hole 750 for work I thought would be covered.Do not trust them period this is unacceptable business practices

  

  Business Response

  Date: 10/31/2023

  Reached out to ***************** but she was at work so she had **************** reach out to me. We spoke about the recent frustrations in paying for a repair they thought they would be able to add onto their existing account they used to finance their new Heat Pump system they purchased August 2022. Unfortunately, the financing company only allows additional projects to be added to the existing account up to ******* after the *************. They would have had to apply for another loan if they wished to use financing to pay for the repair just performed which they did not want to go through that process again. 
  I let *******, ****************, know that I apologize for any confusion, inconvenience, and frustration this has caused and that I will look deeper into what occurred here and furthermore try to prevent something like this from happening again due to miscommunication. 
  

• Initial Complaint

  Date:08/27/2023

  Type:Service or Repair 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.

  Item #1 In 2022, we made the decision to replace our two ten-year-old air conditioners at our house, including new line sets, blowers and furnace, additional insulation, and the ten-year worry-free parts and labor warranty, all to avoid issues when its hot. These two air conditions are top-of-the-line York HMH7 Horizontal Discharge Variable Speed units. Total cost: $39,631.On Thursday, August 24, 2023, the four-ton unit was set at 77 degrees, and we noticed the actual temperature was 83 degrees at 6:00 p.m. When we checked the condenser outside, there appeared to be a significant amount of an oily substance at the base of the unit on the pad. The unit was running at a very low speed.George Brazil stated the earliest available technician would be out the next day, Friday evening, between 3:00 to 7:00 p.m. Friday, we received a call from the technician to service the unit was overcome by the heat and would not be out. They rescheduled for Saturday, August 26, 2023, between 8:00 a.m. and 12 noon.As my frustration grew, I spoke with ***** on the quality assurance team. Since I believed the oily substance to be refrigerant coming from the unit, I stated to ***** we had turned the unit off as it may not be good to run without refrigerant. ***** instructed me to turn the unit back on since the technician will need to see the error codes from the unit, and turning it off would erase the data. He also stated the problem may be the condensate pan trip switch, as they have had numerous calls for blocked condensate lines.I turned the unit back on and waited.As Platinum Members, we also receive priority dispatching, which is not the case. As I write this letter on Saturday morning, August 26, 2023, I am waiting for the service technician from my original call to George Brazil on Thursday evening, August 24, 2023, to service the air conditioners purchased less than 14 months ago.****, the service technician, finally arrived at about 9:30 a.m. and confirmed the substance was refrigerant due to a break in the copper coil distribution line, and also stated this was a result of a manufacturing defect. He also stated that the compressor failed since the unit was continuing to run at the direction of ***** on the quality assurance team.The forecasted temperature for the next three days is 110, 115, and *********************************** George Brazil to provide my family and me with a fair return on my investment and to live up to the promises they have made and continue to advertise. One of the most significant issues with the company is its management by committee style. There is no one person to accept responsibility and accountability for my situation. When I call to follow up on my issues, as I will have to do next week, ensuring parts are ordered and expedited, I am at the mercy of the person answering the phone. There is apparently no manager or senior person to be my contact or handle my issue.On to item two, the other air conditioner that works most of the time.Item #2 On July 20, 2023, we purchased a new Rheem heat pump unit for the casita to replace that ten-year-old unit. It was installed on July 21, 2023, costing $14,000.The Installers could not get the unit to cool sufficiently, so a senior tech was requested for follow-up service on July 25, 2023. The service on this day determined the airflow rate was set to low, and there was not enough refrigerant. Additionally, the blower unit was not sealed properly. Seemingly, basic HVAC knowledge was perplexing for the original installers.Since then, the Rheem heat pump has randomly stopped running on three occasions. Eventually, we can get it to turn back on, but another open issue for the Platinum Members in ******, *******. We have a follow-up visit scheduled for this coming Tuesday.

  

  Business Response

  Date: 10/02/2023

  Due to the ***** being just over 1year old, the distributor agreed to give us a replacement condenser for ****************** rather than replacing an OD Coil and Compressor. Unfortunately, we had to wait until September 02 for the equipment to be readily available. Since then, I have followed up with the customer to ensure all has been working well. As for the newly installed "pancake system," following repairs by one of our senior techs, all has been running well but there is still one item the customer would like us to address. When the unit was installed, the customer was told we would be replacing the door/frame for the unit sitting inside his ceiling to make changing his filters easier. We have found a resolution and my team tried to reach out to ****************** to schedule this on 9/28 and left a voicemail. I will try calling him tomorrow if we haven't heard back from him today. 

  Customer Answer

  Date: 10/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution has finally been resolved.
  
  
  ***********************
  
   
  

• Initial Complaint

  Date:08/19/2023

  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.

  Predatory Sales, Unknowledgeable technicians, no management follow up and 100% Satisfaction Guaranteed is total BS. Their tech came out and said I needed all new dampers. Having no knowledge of **** units, we were led to believe that this was the solution. He also sold us a maintenance plan and 10-year labor plan as it would basically be free for the install as they wouldnt charge us the labor. The next day 2 installers came to replace all 4 dampers for the two **** units we had. They were there for a relatively short period of time and said the work was complete but they never turned the units on or tested. When we turned the units on, we still had the same problem. I called they office and asked to speak to a manager and was told no one was available but they would send another technician to the house and a manager would call me when available. I also told them to cancel the maintenance plan and labor agreement immediately and issue a full refund.The next day a new GB tech came out and said the installers didnt know what they were doing and the same damper was still broken and he didnt have another one and needed to order 1. He also said the **** unit was wired wrong 2 years ago, which didnt make sense because it had worked properly for 2 years and he rewired that control board. He advised that we should call another company to resolve the problem since GB had failed on 3 attempts. After he left, not only was the initial issue still not fixed, but now the other zone that cooled our master bedroom did not work. I called another company and they said that we didnt need 4 new dampers and GB tech re-wired the control board wrong. That is why the master bedroom zone stopped working. The other company fixed the ** and issues GB caused(attached). To date a manager has never called me and they have not refunded our money. I did get a call 2 weeks later that the new part was in, but they were scheduling 2-3 weeks out to fix the problem they caused.

  

  Business Response

  Date: 10/02/2023

  Per the customer's request, we did not charge for any of the work performed as it did not solve his problem and was dissatisfied with our services.