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:02/12/2025

  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.

  1/3/2024 American Home Shield (***) was contacted to repair communication issue and up and down stair thermostats not functioning properly. AHS sent South Placer Heating and Air to look into and repair the issue, after 4 visits in 9 days, the issue was not resolved. The dampers being adjusted each visit, unit would function for couple hours and then stop communicating. I contacted the company that installed the unit 4 years ago, paid 130$ to Environmental Heating and Air to diagnose the issue and they came back with a failed smart hub thermostat control covered by ****** parts 10yr warranty. Further I had mentioned that the pan has significant oxidation and is of concern to EHA. They tested the p trap and determined that the unit was functioning as expected but pan had likely failed due to the dampers both being closed and the condensation accumulating in the pan. I notified south placer of this issue, they sent out another technician they came out agreed with EHAs diagnosis and too that pan would need to be replaced. South placer did not test the * trap, pan or anything associated with the that part of the system, and were quick to state they could replace it for 1300$ outside of my home warranty. I informed them I was taking issue with *** and for *** to look into replacing the pan. To date of this complaint South Placer is refusing to replace thermostat unless I pay them to replace the pan on my unit. South placer submitted false documentation to the home warranty to *** about my p trap not being a Lennox part which was inaccurate, as it a new system and was signed off by inspection in 2020 when installed.

  Business Response

  Date: 02/19/2025

  We were happy to order and install the thermostat, but in order for us to do so we need customer approval to fix the p trap so we can get the system operating as designed. The p trap that is currently installed isn't what the unit requires.

  Customer Answer

  Date: 02/20/2025

  I am rejecting this response because: you have not tested or diagnosed the p trap as an issue. Youre technician is assuming it is incorrect. The company that installed then unit also says the equipment is correct. The condensation in the pan came from the dampers being closed from the malfunctioning air handler and not the p trap on my furnace. Further, your technicians were not able to accurately diagnose the thermostat on 4 visits and i do not feel they accurately assessed the pan and p trap issue that I brought to their attention. The pan is being replaced by environmental heating and air, who did the initial install and not your company. Lastly, the complaint was for the thermostat not functioning and nothing related to the pan, your technicians only took it into account when i brought it up and i dont feel comfortable having them replace the pan. Your company has left me without heat in my home for more than 6 weeks and this is egregiously bad business practice since both parts of the system do not effect the function of the other, restoring heat to my home should of been the priority. 
  

  Business Response

  Date: 03/06/2025

  I've attached the invoice that states that the p-trap isn'* a ****** p-trap. 

  Customer Answer

  Date: 03/13/2025

  I am rejecting this response because: p trap does not need to be a lennox part, was signed off by city inspection. You have not restored heat to my home since January 3rd, and your techs who are listed as being ****** certified have not been able to diagnose or fix a thermostat ans zone control board issue, or broken plenum which was the true cause of our issue. The p trap was never an issue. I had the pan replaced by the company that did the install and zone board with thermostats. Your techs came back out to check why dampers still werent working spent 15 minutes here and left, said there was an error in control system, in which there wasnt and left. I still do not have the ability to control heat up and down stairs due to broke. Damper system, not thermostat, drain pan, or p trap. The dampers need replacement and you are sidestepping the initial complaint to look for other issues that have been remedied by the manufacturer warranty.

   

  
  

  Business Response

  Date: 03/14/2025

  According to our notes, you were called yesterday to schedule an appointment for a technician to look at the dampers. I've also uploaded the diagnostic from the last technician who was there, who said that that smart hub and thermostat need to be replaced.

• Initial Complaint

  Date:01/06/2025

  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.

  New HVAC unit purchased March 2023. Unit started leaking through home August 2023. Water damaged occurred in bathroom and company filed claims with their insurance- **** and Next. Both insurance claims denied due to policy expired or not in effect. Company attempted correction but unit started leaking again July 2024. Extenuating circumstances due to trying to resolve with company directly and also weather permitting use of ac unit. New company came out and had to do corrections (relighting unit by crane as the unit was tilted causing water to drain back into ducts) Damage to bathroom remains and new costs occurred to fix the incorrect installation of HVAC unit. Company ignored atty ******* for payment and will not pay to correct damage. Company has ignored my emails.  

  Business Response

  Date: 01/15/2025

  I will speak with management and find out what is the best way to proceed.

  Customer Answer

  Date: 01/15/2025

  I am rejecting this response because: Management has ignored two demand letters from our attorney PRIOR to the unit leaking for a SECOND time and PRIOR to us having to call another **** company to fix the tilted unit and reinstall proper pan and ducts. They showed videos of water POURING out of our duct.  I have all documentation with dates and names of all techs including a manager who came out to figure out what was going on (he had to use my sump pump to get water out of duct) and also text messages from management promising to resolve it.  I have waited patiently for so long not writing reviews hoping the company would honor their word especially when they filed claims with their insurance companies and both deniedfirst denial because policy was issued in April and our unit was installed in March.., second insurance denied because policy was expired.  This company was made aware that a water damage company that MANAGEMENT referred me to showed a lot of water damage and mold and guess what. they didnt care.  
  
  

  Business Response

  Date: 02/11/2025

  We reached out to you today to begin the process of resolution.

  Customer Answer

  Date: 02/11/2025

  I am rejecting this response because:

  Phone call received asking what work was done by other company. Explained the work and the fact I have no working bathroom due to water damage still. Informed him I will send documentation again.  No resolution at this time.  

  
  

  Business Response

  Date: 02/12/2025

  Please send all invoices, estimates to ************************************************************ when you are able to do so. That is the first step in this process.

  Customer Answer

  Date: 02/12/2025

  I am rejecting this response because:

  Documentaion emailed this date

  
  

• Initial Complaint

  Date:11/08/2024

  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.

  The work on my A/C began 8/23/2024. South Placer was supposed to order a compressor and install it when it arrived. Today's date is 11/8/2024 and the work is not done.Many calls to their office were not returned. Those that were, said the compressor needed to be ordered. My last call was to the store manager, who was not in. My call was never returned.All I want is for South Placer to do the job.

  Business Response

  Date: 11/11/2024

  I apologize for the inconvenience, and I have reached out to the ************************* so they can send you a contract. Please sign that as soon as you receive, and we will begin the process of getting your installation scheduled.

• Initial Complaint

  Date:10/22/2024

  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.

  On 6/18/24 we called our home warranty regarding our A/C not working. They assigned us South Placer Heating and Air. They came out and said we needed a new air handler. They came back and installed it. It didn't fix the A/C. They came out and said it was a bad wire from the ** disconnect to the breaker. Hired an electrician and that was not the case. They came back out and changed the capacitor. That didn't fix it. They came back out and replaced the our HV** system including the heat pump. The A/C works not our heater. They came back and could find the problem. They are coming back today to try and fix the unit. The new unit was scratched and dented. I reported it and they replaced the dented panel. They said it is just cosmetic and it works. I don't believe this was a new unit. NO paper work included. This has been going on since June 2024. They have been out 9 times already. Management will not return any of the calls or emails. **************** is horrible. I have filled a claim with my home warranty about the unit being scratched and dented.  

  Business Response

  Date: 10/29/2024

  We reviewed your account, and your system works as of 10/22. We have also mailed you the manual for your new heat pump condenser. It is unethical to install used units, and despite the minor cosmetic damage, the unit was in fact new.

  Customer Answer

  Date: 11/01/2024

  I am rejecting this response because: we would not have received the manual if I hadnt requested it. It also looks like a copy printed from the manufacturer web site. Although you state the unit is new and it just has cosmetic scratches. I believe that is unacceptable for a company to install a new unit that comes looking like this. We are looking to have the price reduced to resemble the cosmetic looks. It took me to go the BBB to even get a response from South Placer. I have left several voice messages and emails with ******* and still havent been contacted since June of 2024.
  

  Business Response

  Date: 11/13/2024

  The manual sent to you is the manual for the unit. The final inspection passed yesterday (11/13), and we have fulfilled our part of the contracted work. 

  Customer Answer

  Date: 11/17/2024

  I am rejecting this response because: Although the installation is done, I am still unsatisfied with the unit they delivered with scratches all over it. They didnt include the ******. I had to call to request the item. Just as when the city of ********** inspector said they had to install smoke detectors in all sleeping spaces. They argued that. The city inspector emailed me the code/law. They then said they were doing us a courtesy to have them installed. Please its the law. I want them to give us a discount on the scratched unit they installed. This has been the worst experience ever. Their customer service is embarrassing. How they stay in business is a miracle to me.
  

  Business Response

  Date: 11/27/2024

  I have uploaded the permit showing that the inspection passed, as well as a copy of your contract which shows the smoke alarm exclusion. We have fulfilled our end of the contracted work.

• Initial Complaint

  Date:10/21/2024

  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.

  Initially had furnace installed Nov. 6, 2023, while still under warranty furnace stopped working properly. Starting April 8, 2024 South Placer came to assess problem, but was unable to fix the furnace. Ive had 15 service calls, (from 4/8/24- 10/16/24), and the furnace is still not fixed. It continues to shut off prematurely and will not blow heat. I was told it was a flame regulator, then something had fused inside, then the ************* then the chip for the ************* then an internal plug/switch, then (the wrong switch was brought out for installation), then It was the outlet that services the furnace, the ground wire. Electrician came out, and it was not the ground wire. Lastly, after a manager came to assess it I was told I would get a replacement furnace, as the furnace was still not repaired. Now, today, October 21, 2024 I get a call, from a ****** *******, saying yet another part has been ordered for the furnace, an ignitor switch which is not what I was told would be the next steps, in a ridiculously long, long process. At this point, I would say the furnace is a lemon and is inferior! They need to make good on the Docusign document that clearly states under the Description of Work: Install furnace. I have been going back and forth with South Placer for months (April 2024- present), in an attempt to solve the problem. The installation of a new furnace seems like a plausible outcome instead of trying to fix a furnace that appears unfixable. Thank you in advance for your assistance in helping me resolve this matter.

  Business Response

  Date: 10/29/2024

  We apologize for the issues that you've had with the furnace, but the owner of the company reviewed your account and decided that the spark ignitor needed to be replaced. We hope that you will give us the chance to get your furnace full operational.

  Customer Answer

  Date: 11/01/2024

  I am rejecting this response  Fifteen service calls to repair a furnace should be more than sufficient to assess and fix the problem. To be told that who has never even examined my furnace can confidently assert that the spark igniter is the definitive culprit is not only perplexing but also dismissive of the extensive history of failed repairs and misdiagnoses. If the notes and assessments from previous visits are as flawed as the service Ive received, I am left with little faith that the spark ignitor is indeed the issue. 
  Perhaps most disheartening was the assurance I received that my furnace would be replacedan agreement I signed in good faith. This promise, however, has been rendered meaningless by the apparent unwillingness of your company to follow through on its commitments.
  In light of these experiences, I have come to the inevitable conclusion that I can no longer engage with your company in good faith. Therefore, I am formally requesting reimbursement for the total cost of the furnace, amounting to $6,430.28, as well as the$100 paid to the electrician for a service that was ultimately unnecessary.

  
  

  Business Response

  Date: 11/14/2024

  I spoke with the technician, and he said that he broke the ignitor while fixing your unit. The furnace just needs new ignitor, and then it will be fully operational. Our **************** will be reaching out to you next week to schedule you, please allow us to get your furnace working.

  Customer Answer

  Date: 11/18/2024

  I am rejecting this response because: I want to be unequivocally clear: I am no longer interested in doing business with your company.  Your latest excuse is just one more in a long series of failures, misdiagnoses, and ineffective assessments. After fifteen (15) visits from your technicians, countless consultations with technical support, and an unwarranted electrical repair, that you insisted upon, my furnace remains inoperable! It has been nearly a year, and I have lost confidence in your ability to resolve this issue.  It is time to put an end to this ordeal.  I demand a full refund for the cost of the furnace and reimbursement for the unnecessary electrical work.  Consider this my final requestlets conclude this matter once and for all. 
  

  Business Response

  Date: 12/05/2024

  We have entered in a contract to replace your furnace, which you have attached in your complaint. We are attempting to fulfill our end of the contract. If you can send me the invoice for the electrician I can review that, but we are not replacing the furnace.

  Customer Answer

  Date: 12/09/2024

  I am rejecting this response because: In light of your nonsensical response wherein you state you want to honor the contract in providing a replacement furnace only to conclude your statement by stating you will not be replacing the furnace, makes the case why I no longer will do business with your company. Reimburse me for the furnace, and the unnecessary electrical work done at your insistence and I will find a reputable company to further assist me. You have the receipts for both the furnace and the electrical work. 
  

  Business Response

  Date: 12/10/2024

  Please understand that you will not be getting another furnace.

  Customer Answer

  Date: 12/10/2024

  I am rejecting this response because: Immediate Demand for Full Refund.

  I am writing to formally communicate that I will no longer do business with your company! Full STOP! After 15 service calls and your consistent failure to adequately address the issues with my furnace, your latest excuse regarding the spark ignitoronly to have your technician admit he broke **** simply unacceptable. This level of incompetence is infuriating and unprofessional.

  What will the next excuse be? The dog ate it? I refuse to accept any more delays or half-hearted explanations. 

  I demand a full refund of all my money; $6,430.28 for the furnace and $100.00 for the unnecessary electrical work you insisted on. I expect this matter to be resolved immediately. 
  
  I look forward to your prompt response. 
  

  
  

• Initial Complaint

  Date:09/30/2024

  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.

  Problem with ** reported to my home warranty company - ********************. ********** responded ******, took pictures, sent info to company to generate work order cost. Not all of the repair was covered and some letters were sent. before I went ahead with the job. I confirmed work could be done and cost was approved. Part wasn't ordered until August 22nd and didn't arrive until September 18th!!!!. Once it finally was delivered to my residence the crew wasn't able to complete the job because a part was missing!! The company was advised the repair was holding up selling my home. The multiple calls to the company were disregarded, I was treated horribly, and at one time told a manager WOULDN'T speak with me. I had left a check for the work and was out of town when the technician arrived and didn't know if wasn't completed until the next day. Nobody from the company has ever reached out with any update, words of apology, offer of financial remedy or solution. Not sure how they continue to do business. There was some initial blaming of the home warranty company then admitted the "dropped the ball".

  Business Response

  Date: 10/21/2024

  We would like to apologize for the service you received. It looks like there were multiple issues with getting the condenser and installing it. The jobs has been completed, and we appreciate your patience.

• Initial Complaint

  Date:09/10/2024

  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.

  This company was sent out by our home warranty provider to fix our air conditioning unit on 6/28/2024. Tech did fix our problem, but he caused damage to our bathroom ceiling while working on the issue. We informed him and showed the damage to him prior to his departure. Sadly, when his work was done, we forgot to ask him about the damage he created and how it was going to be fixed? I contacted S. Placer Heating and Air (same day) and informed them of the damage their tech caused. **** asked if we could email pictures, which I did immediately. Since then, all we have been getting is the "run around"! Company has not fixed the damage, nor have they offered any other kind of solution! We have been calling them since 6/28/2024 with no success!! Call gets transferred to a supervisor which in turn goes to voice mail and NO call back!! There is a lot more to this matter, but it is too lengthy. Bottom line...I want the damage repaired or this company to pay for the repair work needed. As I stated, we have been calling S. Placer heating and air since 6/28/2024 with no success, no resolution!! Please let me know if you can help. Thank you for your time.

  Business Response

  Date: 09/20/2024

  We have reviewed the complaint, and our technician noted in his diagnostic that the damage was pre-existing.

  Customer Answer

  Date: 09/20/2024

  I am rejecting this response because: This was NOT pre-existing damage! Their tech caused this damage while working on our air conditioning system. My sister was showering at the time this damage occurred, she heard the crack! I have family and friends that will also state, in writing, that this damage was not there!! They have sent a person out to take pictures and the last thing they told us was that they sent our complaint to their commission for a decision on how they were going to take care of this. This company has many complaints we discovered online about unnecessary systems they have sold to elderly people, unneeded work, etc. Most of the complaints have been made by senior citizens. So, to put it bluntly they are liars!!  Again, we do not accept their statement it is a LIE!! Tech caused the damage, and we want it fixed, or we will accept monetary compensation to fix it. But this will be done on our terms that we obtain an estimate for repair and submit to them for compensation. 
  

  Business Response

  Date: 10/04/2024

  Please see the attached diagnostic report.

  Customer Answer

  Date: 10/11/2024

  I am rejecting this response because: I don't understand why the pictures we sent to this business are being sent back to me to look at. These are the pictures we sent to S.Placer Heating and Air within the hour of their tech causing this damage. We called them within minutes of their tech leaving our home and then the pictures via email as they requested of us. Not sure what you are asking me to respond to? If it's about the damage, then yes! this is the damage tech caused and these are our pictures of it. Please let me know what is needed. Thank You STILL NOT ACCEPTING THIS!
  

  Business Response

  Date: 10/11/2024

  I neglected to attach the technician's invoice, which states that we didn't cause the damage. I've attached the invoice to this response.

  Customer Answer

  Date: 10/19/2024

  I am rejecting this response because: I have no idea what the purpose is for this blank invoice they provided to you?! The tech gave us nothing when he left and he was informed of the damage he caused, he left anyway!! We called the company shortly after he left and was advised to send pictures which we did! the first pictures were sent to ******, not sure if spelling of her name is correct but that is who we sent first email to. She also mentioned that tech was telling her that he did not do damage. I bluntly told her he was lying!! and that my sister was in the shower when she heard the cracking noise! *** made no further comment just that someone would be calling us. After no contact from this company for over a week, we began making phone calls ***eatedly to them with no success!! We were asked again for pictures which I then informed **** we had already sent pictures and ironically it turned out to be the same *** that I had already sent pictures to. She then said that the issue has been forwarded. Husband called again and given an appointment for someone to come out and take pictures of damage again! Husband agreed to this without my being present because I would not have agreed to this since we had already sent pictures!!Person came, took pictures and said nothing to my husband upon leaving. Phone call again to company to ask status of ***air work and I was told that someone would be contacting us. We have been going rounds and rounds with company which is utterly ridiculous!!! Their tech caused the damage to our bathroom ceiling like I said, and my sister was showering in this bathroom when it happened!!! This company is scandalous! There are reviews of them basically scamming people (mainly seniors) into systems that they did not need, overpricing, etc. What's worse is that our home warranty company referred them to the people who have been scammed!! This is even worse in my opinion. We are now dealing with our home warranty about this issue as well. So, again I don't understand the purpose of this company sending you an invoice. There was no charge to us as they were sent out by our home warranty company to fix our A/C unit. Blank invoice is a mute, it serves no purpose in this matter! South Placer Heating and Air is responsible for the damage their tech caused to my ceiling!! there is no if's and and's about it!!!  
  

• Initial Complaint

  Date:08/19/2024

  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.

  5/18/2021, 2023, 4/2024 and 7/18/2024 Brand new unit installed in 2021. In 2023 the Thermostat quit working. South Placer came out and replaced the thermostat. in 2024 the thermostat again began not working, exactly like the first one did. I contacted South Placer Heating and Air. They wanted to charge me a diagnostic fee to come look at the thermostat. I asked if they would come out on a courtesy as the thermostat was less than 1 year old and this was the 2nd thermostat we were having an issue with on our brand-new unit in 2 years. They told me that it was not under warranty and due to that they would only come out with a service charge and if the thermostat had to be replaced, I would be responsible for the replacement cost as it wasn't under warranty. I tried to reason with them for over a week as I felt this was unacceptable for a thermostat that was less than 1 year old. They would not help me without charging me for the diagnostic and a new thermostat. I ultimately made the choice to have a different company replace the thermostat as I didn't feel like giving South Placer any more of my money when they were unwilling to help with a problem that I should not be having on an 11k unit. The Unit has had a hard time keeping the house cool in the summer since it was installed. I had a company come out in July 2024 to check the duct work and make sure nothing was disconnected. They discovered an atrocious installation job which was causing us to lose 30-40% of our cold air at the unit. I have asked South Placer to reimburse me for the cost of repairs as well as the 2nd thermostat which they have told me now WAS under warranty and they would have replaced at no cost. This is the opposite of what they told me at the time it needed to be replaced. They refuse to compensate me and the owner refuses to respond to my emails or phone calls.It was also discovered that a part of the heating element was installed BROKEN and is held together by electrical tape. YIKES.

  Business Response

  Date: 08/20/2024

  We would like to provide resolution, but when we called you on 8/1/24 to have a service technician to come out and verify your claims you refused to schedule. One of our techs needs to go out and evaluate the unit before we can proceed. Please call ************ and select option 2 for the ************ if you would like to schedule for a tech to come out.

  Customer Answer

  Date: 08/22/2024

  I am rejecting this response because: I made it very clear that I was happy to have a tech come out to look at the broken part but first would like resolution on the other issues which do not require a tech to come to my house. You have refused to discuss the thermostat I paid for after being told it wasnt under warranty by your company and now want to tell me it actually was under warranty. As I stated many times, if you are unwilling to discuss the thermostat and reimbursing me the cost of this then theres no need to discuss anything else as it will be taken to small claims. ******* has chose to ignore my email correspondence and ***** refuses to answer my emails or calls. I even said that I would let go the broken part and be done with this if you would reimburse me for the thermostat and handy man work and you refuse to talk about the thermostat. I will not be calling anyone as I have called your company so many times to t try and speak with someone its ridiculous. If youd like to resolve this then ***** or ********************* can call me as requested many times. 
  

  Business Response

  Date: 09/02/2024

  Unfortunately, we are unable to move forward with providing resolution until you allow one of our service technicians to come out and independently verify the issues.
  

  Customer Answer

  Date: 09/05/2024

  I am rejecting this response because: why would a technician need to come to my home to see the unit when Im asking for reimbursement for a thermostat that was already replaced and you received the invoice for? You have very complete photos of the entire unit including the broken part. Its not necessary. To be ************ do not trust your company to do work on my unit anymore.  And you have yet to acknowledge the fact that you told me the thermostats was not under warranty so I spent money replacing it and now ******* tells me it was under warranty. You avoid speaking about the thermostat and refused to speak with me on the phone. Both ******* and ***** refuse to call me back. Please stop acting like you tried to make any of this right. Youre avoiding the entire thing. 
  

• Initial Complaint

  Date:08/16/2024

  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.

  On Friday, June 28th, we had a new AC installed by South Placer Heating and Air. Shortly after they left, the system experienced a sensor error and was non-operational. We contacted the company and reported the issue and in response, they have sent out 8 technicians. The technicians have done everything from telling us it is fixed when it is not, diagnosing new issues like a leak, take apart our A/C and suddenly leave, and today, show up and state they dont have the correct adapter. Each tech has said things like the A/C unit is intelligent and has a mind of its own, when in reality, it is clear South Placer does not know what they are doing.In summary, eight techs have been to the residence in the eight weeks since the brand new unit was installed (from 6/28-8/16). We have not had a properly functioning AC unit at any time since the installation of the new unit. Issues are occurring during the hottest months of the year, several days reaching an excess of 110 degrees. Each time a technician is dispatched, someone either needs to take time off of work or arrange for 72-year-old mother to drive 70 miles to be present, not only wasting gas, ************** but having to sit in a home that reaches an internal temp of 90+ degrees, for 6-hour windows of anticipated arrival. Each time South Placer is called, the customer is dismissed and has never been granted the opportunity to speak with anyone other than a dispatch scheduler regarding their concerns or a plan to address the ongoing problem. The customers desire for resolution and communication with management is not being prioritized. Any attempts to speak by phone with a supervisor or manager at south placer have been unsuccessful, and there appears to be no hope our situation will be resolved any time soon based on South Placers egregious customer service practices. It is unbelievable a business that behaves so terribly to their customers could have an A+ rating by ********************.

  Business Response

  Date: 08/28/2024

  We have been reaching out to you to schedule for your service manager to come out and fix your system, but you have been unresponsive to our attempts to reach you on 8/23 and 8/26. Please email ************************************************************ or call ************ so we can provide resolution to your issue.

  Customer Answer

  Date: 09/03/2024

  I am rejecting this response because:

  These referenced attempts to reach me to schedule a tech to repair the unit do not encompass the entirety of the communications that have occurred between myself, the financial funding company, and South Placer Heating and Air since this complaint. This customer has in fact requested (with the support of the company financing the unit) that South Placer remove the unit, which they are refusing to do. If my many attempts to speak directly to management in an effort to create an action plan regarding next steps if their service attempts continue to fail were to occur, I MAY consider continuing to work with them. However, the only communication I receive are dispatch schedulers or text messages to schedule yet another tech to attempt to fix the BRAND NEW unit. This customer is wondering how many failed services I am expected to accept before South Placer offers an alternative solution. There has been no apology, consolation, or validation of the frustrating circumstances. 

  
  

  Business Response

  Date: 09/11/2024

  I spoke with the Project Coordinator, and we are scheduling an appointment for a Daikin technician come out with us to address the issues with your system. We are trying to schedule you on a Saturday.

• Initial Complaint

  Date:08/16/2024

  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.

  We purchased a new air conditioning unit April / May 2023. We began having issues shortly after the installation. The company was contacted and came out to investigate and make repairs. This continued throughout the summer. More problems, more calls and another tech would come out and do some little tweak. Finally winter came and let it drop. Beginning this Spring we started calling again letting the company know that our system would not turn off on its own. It requires us to go outside to the breaker and switch off - this is not the way a new air conditioning system should work. They have sent a tech out each time I have called all summer. They replaced the thermostat at least 4 times. This has not resolved the issue. They replaced the electrical board in the system- this still did not resolve the issue. I called again this week after getting a huge PG& E bill. And requested a manager call me back - it has been a week and I have gotten no call back. They are now saying I need to resubmit to my home warranty company since it has been over a year. I have refused to pay more for a expensive product that has not worked properly from the original purchase. The company is very difficult to communicate with. I need help as to what my next step should be. I know an issue like this can be hard to resolve but I feel like the company has completely given up on finding a resolution.

  Business Response

  Date: 08/20/2024

  We have arranged for our service manager to come out today (8/20) to diagnose your system.