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:02/01/2023

  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 two new complete Air and heating systems from Holders over 4 years ago and paid a lot of money! Since purchasing the system I have had Holders back out 4 times at least over the 4 year period because something seemed wrong with the functioning of the system in general. One room was not getting cool and not functioning correctly with **** Wheeler. They came out and checked the system over and over they stated it was ok and even once suggested that I replace a window in the room in question which I did with no improvement. I hired another company to do a Summer and winter check up and while they were out to do the summer check I informed them of the cooling and heating problem in the one room so they advised to put in a small return in the room because the door was too tight restricting airflow. That problem was solved. During the winter tune up 2022 the other company came out to do the check up and informed me that whoever installed the new AC and Heating units installed stuff incorrectly and also left a fire hazard by leaving bare wire turning a corner against sheet metal without being protected. I would expect a company like Holders after paying so much would install the correct parts and one of their employees who came out would have caught the mistakes. For one the exhaust piping on the heating system is the wrong size so those need to be replaced completely with the right size to the roof The fire hazard was fixed by the other company due to the danger. One of the returns is not attached to the unit both were thought to be off but only one. Also there is a sensor that is supposed to be wrapped and its not I am attaching pictures. I called Holders to voice my displeasure to Manager ****** who informed me it would be taken care of several times after I found out about the fire hazard! Then had to keep calling back to try and get a resolution until I was told by the Mgr what they were going to fix and not going to fix and hung up on

  

  Business Response

  Date: 03/01/2023

  ******,

  This letter is in response to your notification of Holder's Air Conditioning & Heating (License #843535) receiving a complaint. The complaint file number is ********.

  After reviewing the file on this customer, I found that Holder's Air Conditioning & Heating had installed a 3-Ton split system in September of 2018 and a 3.5-Ton split system in September of 2019. 3 to 4 years later, the customer contacted Holder's Air Conditioning & Heating in September of 2022 to discuss findings that another air conditioning company had pointed out.

  Holder's Air Conditioning & Heating is proud of our installers and understand that mistakes can be made, and we as a company work hard to correct them in a timely manner to our customers satisfaction.

  We are disputing this complaint on the following grounds. The amount of time that has passed, not knowing how many other companies were given access to the attic area in question, and both installs passing all city inspections, Holder's Air Conditioning & Heating is confident these units were installed completely and correctly according to the building codes during that time.

  If you have any additional questions, please contact me directly by my email above or on my cell phone at ###-###-####.

  Sincerely,

  ***** ******

   

  Customer Answer

  Date: 03/03/2023

   I am rejecting this response because:

  I requested Holders at least 5 to 6 times to come back and re-check the units over 3 years because of one room not cooling or heating properly after the newer units were put in. **** Wheeler sent out several employees who could not find the problem and one who recommended I replace the window in said room so I spent the money on that with no results. 

  So after giving **** Wheeler and Holders several opportunities to figure out how to resolve the problem I reached out to another local company for a second opinion Which I am allowed to do! 

  The other company came out and figured out a return was needed in said room. I informed this to Mr Wheeler but he seemed not interested so I had the other company install the return. Which the return is Not anywhere near the original install.

  I did not like how I was being treated after spending Thousands of dollars!

  When it came time to tune the system up for winter I contacted the company who installed the return due to two reasons 1) Honesty and two better deal on tune ups out of 3 I called other than holders because **** Wheeler showed no interest in customer service!

  So when the other company came out to do the winter service on the furnaces they found several problems 1) Mismatched parts on the original install on the exhaust on both units 2) Blatant fire hazard of an electrical wire going through bare sheet metal with no protection and one of the returns NOT connected to the furnace.

  Upon finding this out I contacted Holders voicing my displeasure and spoke to Mr ****** who informed me that they would "Make it right" several times. We then hung up and i didnt hear anything back for weeks giving Holders plenty of time.

  After I called Mr ****** got on the phone and informed me they were going to take care of both exhaust being wrong size and then started to argue "They were NOT going to mess with the return because thats not the problem after I spoke up Mr ****** hung up on me!

  So after Holders showing their true customer service response and hanging up going back on his word of "Making things right" I waited a little longer for a response after Mr ****** responded that way. 

  After not hearing anything I contacted the other company to do the work.

  The other company while up doing the tune up did fix the fire hazard for free because it was that dangerous!

  I ended up having the other company come out and CORRECT the pieced together work Holders did on the exhaust that Mr ****** said they would fix before hanging up and paid $646.09 for the correct size exhaust to be installed and return fastened to one of the units 

  The excuse of Holders not knowing who has been in the attic is that ...An excuse....They are at fault for putting in the wrong size exhaust which I have pictures of and THEY are at fault for installing the units with the unprotected wire curving around sheet metal and LEAVING TRASH FROM INSTALL IN ATTIC!

  I have pictures of before and after the correct work was done for proof. 

  So was Mr ****** lying when he said on the phone that Holders was going to make it right? Was he lying when he said Holders was going to come out and fix the exhaust?? Those comments Mr ****** made according to Mr ****** came from the boss Mr Holder before he hung up are accepting responsibility and acknowledging that the problem needs to be fixed.

  I have no idea who ***** ****** is...***** ****** at no time has been involved with this problem and nor have I spoke to him. 

  I am requesting $646.00 to be paid back to me for work done improperly 

  Like Mr ****** informed me they Holders was going to fix it and make it right and even informed me they were going to fix the exhaust before hanging up which several witnesses also heard.

  This comes down to **** Wheeler dropping the ball and Mr ****** making promises that were not kept instead hangs up on customers.

  Also I was present when the City inspector came for final inspection and the inspector DID NOT GO INTO THE ATTIC to inspect he signed it off and left. 

  I can provide all the pictures of before repairs correcting the problems and after if needed.

   
  

• Initial Complaint

  Date:11/30/2022

  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.

  I had holders come out and check the original air conditioning unit which was a two stage unit. They said it be about $1300 for a new computer board or go with a new unit which is a three stage unit which at that point I decided to go with a three stage unit which they installed within one week After all the parts came in after they installed it they AC unit still did not work they had to come back out flipped two wires around. He would think that they would be experienced enough to know how to install it that’s not my biggest complaint my biggest complaint is they tore up the closet installing the AC unit and now has left me High and dry and collected $22,000 and will not fix the closet. They did send somebody out to look at it and that’s as far as it’s gone so I guess my complaint now is I guess we have to file civil litigation against a company which I didn’t really want to do but this is the only way it’s gonna get resolved at this point unfortunately I don’t know why their company has gone downhill but everybody just seems to pass the buck and want to collect the money upfront but when it comes to their mistake they just close the door on you would I recommend this business after all this no

  

  Business Response

  Date: 12/06/2022

  Waiting on a response from customer. I called today at 12:45 p.m. Voice-mail was not active to leave a message with Mr. *****.

  

  Business Response

  Date: 01/19/2023

  ******, 

  This letter is to inform you that the complaint from Mr. Chris ***** (ID #18**6851) has been resolved.

  Holder's Air Conditioning and Heating provided a licensed contractor to make the repairs to Mr. *****'s closest and attic access.

  I have contacted the customer via phone, and he is satisfied with the repairs. 

  Please consider this matter closed. If you have any additional questions, please contact me directly on my cell phone ###-###-####

  Customer Answer

  Date: 01/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18**6851, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:11/22/2022

  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.

  Holders AC and Electric was called on 11/19/2022 regarding a potential issue with our HVAC system. There was a gas leak in our home, and the gas was shut off by PG&E, pending detection of the leak . As it was suspected the HVAC unit was the cause, this business provider was called. The dispatcher was made aware of the situation. She called back to verify the situation, as was again made aware that he has was turned off by PG&E. She even called back to verify the situation. An employee was dispatched, and upon arrival notified us that he was not able to assess the unit if the gas was turned off. He attempted to call the owner/manager several times without success, as he didn’t believe a service charge of $150 was appropriate. However, as it was the weekend, he was not able to contact anyone. We paid the $150. The office was called today, and the manager, Cayla, reported the dispatcher did not indicate the gas was shut off, so there was nothing they could do about the situation.