ComplaintsforService Champions Plumbing Heating & AC

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am submitting this complaint form on behalf of my Mother, *********************, who was taken advantage of by Service Champions HVAC services. She has agreed to allow me to act as her agent with Service Champions to get her money back. She unknowingly overpaid for an unnecessary heat pump and condenser in April 2024 sold to her by Service Champions, I called SC and spoke with "****" about the price gouging in July 2024, he indicated that one of their guarantees was that upon presentation of an "apples-to-apples" bid from another ************ for the same work and products, Service Champions would reimburse the difference. However, **** would not give me his email address and instead told me their office manager would work with me. I have now provided Office Manager "*******" with another apples-to-apples bid from ************************** wrote a flippant, uneducated response that clearly indicated she did not actually know how to review contracts, even her own Company's. My Mom expects the following: 1. Resolution Based on SC's Highest Value Guarantee:As **** initially promised to me over the phone, I've presented SC with an "apples-to-apples" contract, based on SC's own H.V. Guarantee. SC is thus obligated to now reimburse their customer, *********************, with the difference between the two contracts: $12,295 plus $50 "bonus" ($12,345) indicated on SC website. Though we'd just be happy walking away with $12,295.2. Resolution Based on SC's Happy Money Promise Guarantee:My Mom is not a happy customer and as we are within 1 year of SC contract, my Mom is willing to have SC remove all of the equipment installed and being refunded the total amount of the contract, $36,869. I only wish to communicate with Service Champions via email, as it seems the backpedaling their own Office Manager is engaging in and the fact that **** has yet to pipe up since my initial call in July, this company cannot be trusted. My Mom and I will take court action if neither proposal above is met.

  

  Business response

  08/30/2024

  We are settling with client with refund in the amount of $12,345. Check will be hand delivered next week. 

  Customer response

  08/30/2024

  
  To Better Business Bureau:
  
  Service Champions finally accepted the ***** apples-to-apples contract and agreed to cut my Mom a check for the difference, $12,345. Though Service Champions have not responded to my BBB complaint ID ********, they have finally proposed a resolution that is satisfactory to me.  I consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a new water heater installed. The installer broke a pipe in the wall and the water heater leaked for weeks. It created alot of mold in our wood HVAC furnace pelum box. They dried the moldy wood with the HVAC furnace sitting on the wet wood for 96 hours, sealed in a plastic bag. The bottem of the furnace was open, no filter, nothing. I tested the air conditioner with all of the house windows open. After about the third time my family was coughing and having some respiratory issues. I the put a fan in front of the furnace to air it out for about 12 to 15 hours three times. After that the garage was coated with whatever was in the air ducts. We would cough in the house and in the garage, Also some respiratory issues. I decided to seal up all of the vents in the house and never to go near the furnace again. We have not parked in the garage for months. After that the respiratory issues improved greatly. Although some were still happening and I would taste dirt or dust that coated my tounge and throat. My brother and I decided to do a full in house mitigation. We cleaned all walls, floors, ceilings, furniture and wiped down everything in the house. Today we are all 99% back to normal as far as i know. Also I have a positive test for fungal contamination. The install started around March 2024. The plumbing HVAC company came to my house about 20 times to fix issues over about 3 months. We need to do an air duct abatement and demolish the old furnace box and rebuild everything. Please help us find a fair solution with the company. Thank you.

  

  Business response

  07/25/2024

  We have taken all necessary steps to rectify the situation, including hiring professional restoration services, conducting environmental testing, and making repairs at no additional cost to the client. The client’s additional demands for a new furnace, duct cleaning, and patio remediation are unwarranted and not supported by any evidence of fault on our part. The water heater that was installed, did not leak. During the installation of the water heater, a plumbing pipe on an adjacent wall was punctured while we installed the earthquake straps. The leak was a slow leak, which did saturate that wall which belonged to a downstairs bathroom. The client’s furnace is also located in the garage, but not near the wall that was affected, nor was it ever compromised. The furnace platform was confirmed as “dry” by the restoration company, and it never had mold. We eventually replaced the furnace platform, to appease our client. On June 24, an environmental company conducted thorough testing of the HVAC system, platform, and adjacent areas. The results showed no bacterial growth in the furnace, with the only concern being slightly elevated moisture in a bathroom vanity, unrelated to the water heater installation. We offered to have restoration re-evaluate, but the client declined. Despite extensive efforts to address the client's concerns, including actions beyond our scope of responsibility, the client continues to request unreasonable services unrelated to the initial issue. We remain committed to providing excellent service and resolving valid concerns. We are still willing to investigate the slightly elevated moisture readings, which were in a vanity piece in the bathroom, but again, the client is reluctant to have us come out and help.

  Customer response

  07/26/2024

  service champions is not being truthfull in their statement. The furnace  was sealed in a plastic bag with the wet moldy wood with fans on for 96 hours. Perfect environment to grow mold in the air ducts. Also the HVAC furnace was next to the water heater wear the leak was. Furthermore I do not want anything done to the patio. It has already been painted and is now fine.  I sent Samantha the supervisor at Service Champions dozens of pichures of mold and the horrible instalation job their workers did.  She knows everything. I am trying to send the BBB all of the pichures but I'm having difficulty. Samantha at Service champions has all of the pichures.

  

  Business response

  07/26/2024

  Despite extensive efforts to address the client's concerns, including actions beyond our scope of responsibility, the client continues to request unreasonable services unrelated to the initial issue. We remain committed to providing excellent service and resolving valid concerns. However, we must also ensure that our actions are reasonable and justified. We are still willing to investigate the slightly elevated moisture readings, which were in a vanity piece in the bathroom, but again, the client is reluctant to have us come out and help. It is important to note that once we informed the client that we are not replacing their furnace or rebuilding their furnace platform again, as it is not contaminated, they advised on a recorded line that “they will continue to test for contamination, as long as it takes,  until it comes back positive. We have attached the report from the environmental company with their findings and recommendations for your review. We respectfully request that the BBB consider our extensive efforts to address and resolve this matter fairly.  Thank you for your understanding.

  Customer response

  07/31/2024

  Service Champions has been misleading and dishonest with their communications. My family feels they are negligent and do not want them doing anymore work at our house. We will pay out of pocket for a furnace and all work. Service Champions returned to my house dozens of times over months tho fix misstakes and problems their workers created. Also there was very little communication between the work crews so they did not know what work was done or needed to be done. Furthermore one worker would lift the water heater and furnace when it is required for two workers to lift the water heater and furnace. The two Jeff's ( the supervisors) were joking with me about how the workers always have one guy lift things for a two man job. I said their strong to lift a water heater by themselves.  Jeff said he must of drained it first. This tells me it is a common practice. Also one worker lifted the furnace and dragged it across the metal box. That bent the front of the furnace. I guess he banged the front part back in  place. I have no confidence in this company to do any work at my property. Thank you.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Service Champions came to my home on June 10th, 2024 after I called them regarding a bad smell coming from my central air conditioner. The technician said he was unsure what would be causing it and said in order to provide an inspection and tune-up, it would require me to pay a $239.40 fee for a yearly maintenance plan. I agreed and he performed the inspection of my ducts and air conditioner equipment. He said the ducts looked fine (other than a small amount of rodent damage that did not puncture the duct work) and the equipment appeared to be in good working order. So he called out his supervisor, *****************************, to assist him with diagnosis. The two of them inspected the machinery and even went under the house, thinking that the smell may be getting pulled from under the house by the air intake.After all of this, ****************** told me that what is likely happening is the ducts are loose, are likely blowing fiberglass and formaldehyde into the home, (the technician told me the ducts looked fine previously) and would at minimum cost me around $15,000 to rework the ducts. I couldn't afford that amount, so I reached out to another HVAC outfit to come out and give a second opinion. The other company's technician arrived, smelled the air, and said that smell is 100% normal coming from an air conditioner that hasn't been used in awhile. He detected no leaks from the ducts at all. He told me the smell would go away after a few days of use. Sure enough, the smell went away. Unfortunately, this company changed me another $150 for their inspection.Due to Service Champions not knowing this common problem, I ended up paying $390 for this issue. After contacting them asking just for them to give me a partial refund of $150 to offset the second opinion's cost, they refused and instead gave me a 3-month extension for my membership. At $20/month, this offer only has $60 in value. Issue was not diagnosed, instead sold a membership with a company I have no reason to trust.

  

  Business response

  06/17/2024

  Customer was refunded $239.40 and a 1 year complimentary membership was applied to the account. 

  Customer response

  06/17/2024

  
  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.
  
  
   
  

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  repeated malfunction issues with new lennox ac and heating unit consistently since time we purchases new last year. heating unit will stop generating heat abruptly, and will not turn on again for hours, even when weather is considerably cold. there answe is to keep inviting themselves over and keep sending technicians again and again for the same issues. they promised us a replacement unit by now, but it seems they went back on their word... so what, are we just going to have technicians in our home, constantly, and play the trouble shooting game?

  

  Business response

  02/27/2024

  This belongs to our sister company, Service Champions *********** - confirmed with their team they have added a return plenum, duct in bathroom, replaced thermostat, and multiple filters. They have reached out once again after receiving complaint but customer would like to wait to see what the outcome of launching the complaint will be. They will be waiting to hear back from client so they can further assist. They look forward in taking care of client's concerns. 

  Customer response

  02/27/2024

  even after ALL those things you kindly ''gave us," bottom line, unit STILL does not function properly... you must think we are sill in the mood to deal with your excuses...  we made desired outcome qute clear:  refund or replace

  

  Business response

  02/28/2024

  After carefully reviewing the multiple attempts made to rectify the issues you've encountered and acknowledging that they have not met your expectations, we are committed to providing a resolution that ensures your satisfaction.
  In light of this, we have decided to proceed with the replacement of your furnace at no additional cost to you. Our priority is to ensure that you have a reliable heating system that meets your needs without any further inconvenience.
  To initiate the process, please reach out to our contact center at your earliest convenience and ask to speak with *****************************. ****** will guide you through the necessary steps and ensure a smooth transition to your new furnace.

  Customer response

  03/02/2024

  Service Champions, on Feb.28,  already agreed to fully replace heating unit,  we already spoke with ***************************** on Friday, March 1,  and arranged for Monday ,March 4, for install.  This is a very          satisfactory response.  Thank you.  

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I regret to have to file a complaint against Service Champions but I feel when a less than a year old water heater tank installed by them have had 4 service calls in the last 60 days is a huge dissatisfaction. On February 22, 2023, I hired them to install a new AC and a new 40 gallon water heater. Everything was working fine until at night on Dec 13 2023, I went to take a shower but there was no hot water. The next morning called them and they dispatched a technician to service the tank that afternoon. He got it working and I had hot water again that day. Then that night, my daughter went to take a shower and there was no hot water. The next morning Dec 15th, I called them back out. Another technician showed up and found the pilot light is out again. He worked on relighting it for a while and it worked again. He said if this happens again they will replace the valve that *** be an issue. The water heater stopped working again on January 18, **** no hot water. Called them and asked to have it replaced because this seems to be a consistent recurring problem. they sent 2 technicians who did not replace anything after they got the pilot light back on. I said this is a recurring problem the unit should be replaced but they did not want to replace. Said just call again next time if it happens again.Last night February 17, **** around 7pm I went to take shower and it was cold water. Within an hour there was no hot water in any faucet. I called them this morning being a Sunday their message team said they will send the message to the company for a rush. It is now 3pm and I havent heard from anyone. I tried relighting the pilot light 3x today to no avail. I am dissatisfied with the product and their false 100% satisfaction promise. The water heater tank labor is only 1 year warranty so Im now worried the warranty expires in a couple days and this unit, so faulty as it is and they arent willing to replace it, will end up costing more money. Help!

  

  Business response

  02/19/2024

  Customer's hot water has been restored. We have left customer messages to inform her if hot water goes out again water heater will be replaced at no cost. We'll attempt to call client once again tomorrow. 

• Initial Complaint

  12/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Yesterday in the mail I received a notice from GreenSky advising that a request to extend credit to me had been submitted. GreenSky is the finance company Service Champions uses to finance jobs for its customers. In July I had a new HVAC unit installed by Service Champions and it was financed through GreenSky. I subsequently paid off the $15,697 loan in full three months later.Service Champions called me on November 20, ******************************************************************************************************** order to pass the test and have the permit signed off on. They quoted me a price well north of $8,000.00 to do the duct work. The following day I responded advising that I thought that was extremely expensive and that I would be utilizing the services of another company to do any additional work necessary. Little did I know that without a contract for the additional work, Service Champions took it upon themselves to seek credit approval for work I did not agree to. I DID NOT AUTHORIZE THEM TO REQUEST FINANCING ON MY BEHALF. THIS WAS DONE WITHOUT MY KNOWLEDGE OR AUTHORIZATION. It is my belief that this was a fraudulent action on the part of Service Champions. Before seeking the opinion of legal counsel, I have asked for an explanation from Service Champions as to why there was an unauthorized attempt to exploit my personal credit standing. I am still waiting for a response. Since when is it legal to apply for credit in someone elses name using saved information from a transaction that occurred months ago, without authorization? My credit score has likely been compromised by this deceitful act. This is very disappointing and disturbing. Now I'm left feeling that not only was I taken advantage of with my initial transaction with Service Champions, but now I am subjected to further damage as a result of Service Champions underhanded practices that in my opinion are not lawful.

  

  Business response

  12/21/2023

  We are currently working with this client and trying to find a solution. 

  Customer response

  12/21/2023

  I did receive a telephone call from company representative ****** on Saturday, December 16, 2023 informing me that they "wanted to do what was right" and they apologized for applying for credit in my name without my knowledge or permission. They were supposedly doing an internal investigation to "see how such a thing could have happened".  At their request I provided them with a copy of the documents I received from Green *** alerting me to the fact that the credit request had been processed.  I was promised a call back with their suggestion for a solution on Monday, December 18, 2023.  Today is Thursday, December 21, 2023 and I am still waiting for that telephone call . . . . . 

  

  Business response

  02/19/2024

  We have reached out to the customer directly and are pleased to report that we have successfully addressed their concerns. In accordance with our company policies and commitment to customer satisfaction, we have replaced their ducts at no additional cost as per our "no change order guarantee."
  We have also taken the necessary steps to ensure that the customer is satisfied with the resolution and have provided them with any additional assistance they may require.
  If you require any further information or documentation regarding this case, please do not hesitate to contact us.

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My furnace did not start and I called my normal Bay *********************** their phone number was trasferred to ADEEDO company. I requested a technician to come out. when he arrived, he was from a company called Service Champions. I had NOT contracted with Service Champions. The technician "diagnosed" the problem and specified "repairs" that were completely FRAUDULENT!* and would cost $3,250!! I am uploading his comments here. I said I would not go further unless he sent estimate, breaking down cost and labor. He said company only did "flat rate". I also said same in 3 e-mails. Then I called another company who said "nothing wrong with the circuit board" etc and had to replace only motor =$700! ADEEDO LIED, CLAIMING FALSE PROBLEMS!* . Entire setup was STAGED!** We are 80 yrs old and ADEEDO preying on older people. Furthermore my husband is expericenced engineer and I have advance physics degrees. I have personally done RE remodeling for 25 yrs and am very knowledgeable of LIARS in the contracting field.

  

  Business response

  12/08/2023

  Hi ****, 

  We'd be happy to assist with any issues your furnace is having please give me a call at ************. - *****, Customer Experience Manager 

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted this company at least five times over the past year. I have filed multiple complaints against this company. They send advertisements in white envelopes that seem like regular mail, but are aggressive advertisements. The mailings seem to increase with each complaint. Despite this company's horrible service record on Yelp, I took them at their word that they would at least remove me from their mailing list. They did not. They continue to aggressively send me mailings and ignore BBB complaints.

  

  Business response

  11/07/2023

  We have attempted to reach ************************* on several occasion to confirm mailing address so we can ensure that he has been properly removed from our mailing list and have been unsuccessful. We would like **** to be investigated since he has submitted more than one complaint and we have had no luck getting in contact with him. Furthermore, this recent complaint states that he is requesting the following "No further contact by the business." We cannot resolve this complaint as we have not serviced this reviewer and they also requested not be contact. 

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A Service Champions van has been parked in the neighborhood, for times, at the same spot for days unless theres street cleaning and then it goes around the block. The truck does not move. Is the service not making calls? This seems like a parked advertisement on the streets in ******* Oaks. Its parked at ****************************************

  

  Business response

  11/02/2023

  Hi ****************, 

   

  My name is **********; *********, the Customer Experience manager in our ******************** *********** office. We have received your BBB complaint and want to inform you that is one of our technicians and he lives on your block. He isn't breaking any public parking laws and this is public street. If there is anything we can do to assist please do not hesitate to reach out. Our office phone number is ************ or I can be reached directly at ************. Have a wonderful day. 

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been receiving excessive mailings from this company for years. They come in a nondescript white envelope, appearing to be a personal mailing from **************************, but in actuality they are all advertisements. I have contacted the company three times directly to be removed from the mailing list. However, it seems that the mailings have increased since I have called. I send each mailing back return to sender, requesting that I no be contacted again, yet I keep receiving mailings. I have no intention of hiring this business and I find their aggressive and unethical marketing methods extremely frustrating.

  

  Business response

  07/22/2023

  We have submitted this client's information to our mailing house and requested to have his information removed ASAP. Since all of our mailings are pre-mailed, he may receive 1 or 2 more but after that they should completed stop. I have also contact **** to advise - a message was left. We will make sure that he no longer receives any mail. 

*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. ↩