ComplaintsforSouth Placer Heating and Air

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  08/20/2024

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

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a new unit through them end of June. Took out a $20,000 loan for the unit. It was installed early July and I have had nothing but issues with the unit not working or leaking . South placer has been out 5-6 times to make repairs with nothing ever fully repaired. Unit cant even pass inspection. South placer keeps giving me different diagnoses with no full resolve. Unit hasnt ran 30 days straight. I have taken many hours off of work to be there for repairs. I do not want the unit or any business with them but they refuse to take their unit back. They blame it on the unit however the techs they send out cant diagnose it correctly. I have no faith in their repairs.  

  Business response

  08/14/2024

  Today (8/14), you spoke to *******, who tried to spoke to you about having a technician come out to install the coil pan. You, however, refused. We would like to resolve this issue, so please call ************ and select option "2" when you are ready to schedule. We are looking forward to hearing from you. Also, the coil pan came damage from the manufacturer, which is regrettable, but outside of our control.

  Customer response

  08/20/2024

  I am rejecting this response because: this is not the first time the business will be out to make repairs. We have allowed the business a reasonable number of attempts to get the unit running as it should be. This will mark atleast the 5th/6th appointment of them coming out where I am burning my time off at work. Although this business claims its a faulty unit and labor is covered, half of the appointments have been misdiagnosis from the technicians as well. Last time it was a faulty thermostat that was misdiagnosed two times. I would like a refund as I have no faith in their work. 
  

  Business response

  08/28/2024

  We have entered into a contract to perform an HVAC installation, and we will honor that contract by getting the system we installed operating as designed. Please reach out to us to schedule you so we can get your problems resolved.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  South Placer Heating and Air is a service provider for American Home Shield. My first complaint is fraudulent advertising. On their website, they state that they are available 24/7 and in reality they are at most reachable from 8-4. My second complaint is very poor customer service. I first reported a problem with my air conditioner on July 4th and it still is not fixed on July 29. I spent more than a week without any air-conditioning while they scheduled and rescheduled appointments. Then they did not show up and did not call at the time they were scheduled. Finally, I have had two different techs come out and the techs were knowledgeable, but then only looked and never fixed anything. They said they had to wait for American Home Shield (AHS) approval. I talked to AHS, and they said they have approved the repair. South Placer says AHS has not. Overall based on my experience this is a company that provides exceptionally poor customer service and I would warn others against doing business with them.

  Business response

  08/05/2024

  Per our technicians report on 7/31, you refused to allow the technician to complete his diagnosis for the issues with your HVAC system. If you would like for us to provide some resolution, please give us a call at ************.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of installation 10/31/2023 The amount paid aside from home warranty $2,143.The business had a system ****************** prior to the installation on 10/17/2023 with issues addressed The business The business did not provide a system ****************** report after the installation.The ** was not working properly and the temperature was not going down for instance, going down from 81 -> 79 would take 2-3 hours. A third party inspector came out and noted issues attached and is causing the issues.I contacted the company to resolute the issues however was hung up on and did not try to resolve. South placer did not want to take the responsibility and put the blame on us for not checking the ** during the past winter time when the warranty was still valid for 90 days after the installation. South Placer also said they tested and passed all title however with the current issues, the 3rd party mentioned that South placer should have checked all ** when the installation was done to make sure the ** is properly working.

  Business response

  07/26/2024

  South Placer Heating and Air completed the installation of the evaporator coil, which is the scope of work we were contracted to perform. Typically, another diagnostic fee would need to be paid for us to come out again, and when you were offered a free appointment, you refused. If you would like for us to come back out, you will need a new work order, as it has been over ninety days since we performed the install. There are many reasons why the temperature split and cooling issues could be occurring, which is why you need a service technician to come out to your home.

  Customer response

  07/26/2024

  I am rejecting this response because: I have never refused their service which they said they will come out as a courtesy for the issues they may have caused. ***, who was on the call with me stated he will cancel the dispatch as I was not satisfied with his unpromising words given verbally. He also mentioned that they do not guarantee a work to come out anytime soon even after offering a service technician to come out which sounded untrustworthy. Then he mentioned he did not appreciate my calls with complaints then hung up the phone stating I could email whoever I want however they wont be willing to assist further. Above is an email I left after the call.
  

  Business response

  07/29/2024

  We attempted to provide resolution, and you refused. If you are interested in having a service technician come out, you will need to pay the diagnostic fee.

  Customer response

  08/01/2024

  I am rejecting this response because: I have never refused for their attempt to provide remediation. ******************* was being verbally unprofessional and stated that he would request a technician to come out, but also mentioned that they could not guarantee when the service would be available. I confronted him about the lack of commitment and sought a definitive timeline for the service. In response, he refused to provide any further assistance and cancelled the request himself.
  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a new air conditioning and heating unit. Installed July 12 broke July 19, fixed July 22, broke July 23. Company does not answer calls and service appointment a week out each time. Just want my new unit to work.

  Business response

  07/25/2024

  Unfortunately, the soonest possible date we can have somebody out is 7/29. Please email me directly at ************************************************************ if you have anymore issues. We can respond more quickly to emails sent to that address than we can to BBB complaints, and we want to provide the best possible service.
  
  Thank you,
  
  *******************
  Permit Coordinator

  Customer response

  07/30/2024

  I am rejecting this response because: someone came to fix unit still not working. Called for an appointment and was told someone would contact me. According to two of the technicians this product is faulty and requires many service calls by other customers as well. Left message for management and am awaiting response. I would like a replacement unit not a Lennox brand. 
  

  Business response

  07/30/2024

  I apologize for the comments our technicians made, and I made arrangements for a technician who is more familiar with the Daikin Fit to come out to your home today. I will follow up on the status after his call. Thank you for your patience.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They fixed my air conditioner and it broke again **************************************************************************************************************** disconnected.

  Business response

  07/25/2024

  Our phone system was down earlier this week, but is back up now. I will have our ******************* will reach out to you.
  
  Thank you,
  
  *******************
  Permit Coordinator

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 2023 Regular $89 fee maintenance come out regular checkup before summer hits Tech states capacitor for fan motor is swollen & leaking. Update ~ fixed it with newcapacitor $278 AHS paid it He also stated he put in 30mid cap for compressor nothing mentioned wrong or defective compressor. June 20 2024 Called system kept running Paid $89 for service fee Came out said compressor had grinding noises And not working properly tech put in order for them to replace it .Called for 3 weeks and was told by their representative that I should call ****** and give them a part number or po number and ask where my part is (the compressor) . I asked to speak to supervisor because I pay for services not work for them . That was weird that I should call . They informed me that they kept calling daikin lookin for the compressor but voicemail kept coming up and they left a voicemail for them to call back. I was told this for 3 weeks in the middle of the worst heat wave record setting.(yuba city June July 2024) July 19th I received a call from supervisor at work saying they received the compressor and would install it July 20th Saturday. Tech came 11:00 pm took 30min and said everything should be back to normal. 1 hour later my temperature still did not come down from 89 inside my home so I called south placer immediately and they were closed and the tech had just left with no way to get in contact so me and my family had to go another weekend without air . Called AHS they put in a recall for them to come back. Monday July 22nd 2024 tech came at 6pm hottest part of day . Let him come in and feel what ******* family has been dealing with for a month . He said he was the senior Tech and he would check it out . He stated the last tech installed the compressor but did not bleed the line and refill and charge up the compressor. he filled it up again with 3 pounds of ***** charged me $2,236.00 for Freon title 24 and laborer and permits all came up to over $2000 but still doesnt work .

  Business response

  07/25/2024

  As systems get older, the parts that comprise the system are more likely to fail. While a capacitor may fix the problem one year, the compressor may go out the next year. The ordering process for home warranty parts can be lengthy, and compressors can take up to four weeks to arrive. We don't carry compressors in stock as they are unit specific, and need to be special ordered.
  
  We apologize for the delay in getting you cooling, but we performed the contracted work and put freon in your system, and need to be paid for that. I will have a representative reach out to you today to see if your system is working, and if it isn't, we will make sure you are taken care of.
  
  Thank you,
  
  *******************
  Permit Coordinator

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  South Placer heating placed a new ac unit in our home in 2021 I believe it was in July. Their unit started leaking and creating damage to our ceiling in the living room. They attempted to correct the problem but it continued. When they came back out they blamed the leakage on out roof, claiming it was rain water. We were able to fix the roof this year June 2024. I reached out to explain we fixed what they claimed was the issue and the ac unit is still leaking into our living room ceiling and now damaged my couch. They promised to call me 3 times now it's been 3 weeks *** no one has reached out. I'm afraid the water may be causing mold.

  Business response

  07/19/2024

  We will not provide any service until you pay the outstanding balance ($12,897) for the new **** system we installed. The system was inspected by the City of ********** and marked as complete, which means it was installed per mechanical code. Upon reviewing the notes in your customer profile, our technician noted that he was told there had been problems with the roof leaking in the past. This issue isn't related to the **** install.

  Customer response

  07/20/2024

  I am rejecting this response because: the installation was not done correctly to begin with. I have gotten a second opinion and that company confirmed it is an installation problem. They quoted me an estimate for $17,000 to correct the installation and repair the damage that the leaks have done to our living room ceiling that is is now sinking.
  

  Business response

  07/22/2024

  Per the City of Sacramento building inspector, the unit was installed up to code. You are free to proceed with whatever action you deem fit, but as far as South Placer Heating and Air is concerned, we have upheld our part of the contract (which, for the record, you have not upheld).

  Customer response

  07/22/2024

  I am rejecting this response because: can I get the date the inspector came? I don't recall us ever getting to that step since my ceiling didn't get complete repaired because it started leaking prior to them even doing the finishing touches.
  

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