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:08/05/2024

  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.

  July 29,2024 Univeral **************************** (Maoricio) came to my home for a 12:00 noon appt. The company I called was California ****************************. He showed up in a white ***** which I thought was strange. Anyway showed him the ** unit he came in and said he replaced the Capistor without asking me or diagnosing the problem, and needed another part he didnt have he would have to locate one maybe two days it would take. The contactor which is very common part for ac repair, Which I found at Ace hardware for $50.00. I was trying to go through my home warrenty company so I needed approval for any repairs and needed a diagnosis. He charged me $380.00. $280.00 for the part and ****** for labor. And said it would be $1000.00 more for the part that he did not have. *** asked for a diagnosis in writing and the old capistor back that he removed and he has not responded, I have also text the company and spoke with a lady that had 0 customer service skills, and made we me feel like I was asking for something she could not provide which was a the diagnosis of my ** unit. So both companies are on the same lic # *******. California ****************************, and Universal Heating & Air *****************************************. They should be put out of business I dont think they are legit, and they are not an honest company

  Business Response

  Date: 08/05/2024

  The customer didn't want to pay more than 380$ that he paid for the capacitor and didn't want us to take care of the problem and fix his system. 

  He was asking for a report with a diagnostic for his insurance company, and this is something we do not provide. We told him we can give him an invoice but not a report, but he was not happy about it.

• Initial Complaint

  Date:07/21/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company provides used parts that don't work have 15 days doesn't follow through with any warranty work and scams you out of more Monet for repairs

  Business Response

  Date: 08/01/2024

  We never serviced this property. We have no information regarding this customer- his address or phone number. 
  seems like someone that just try to hurt our business 

• Initial Complaint

  Date:04/10/2024

  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.

  We have received a service from this business on 22FEB24 to clean air ducts. The day before one of the guy from same company came to see the house to provide an estimate. He asked for $1770 for the services and after negotiation he came down to $770, which was surprising to me. I called few more vendors and have them quoted the same and all other were came up to $300-400. Since I contacted this company first, I thought to give them a chance first. But at the day of the service, a guy naked *** comes in and he just cleaned 2 air ducts and one main duct out of ************************* the house. He did not even fix the ducts first and just cleaned 2 ducts for about 2 hours. He did nothing and just stayed home and did back and forth from house to car and car to house. I went out for those 2 hours and when I back, he wrapped up everything and upon asking my family members, they told me that he did nothing but just cleaned 2 ducts. I asked him to do other ducts and he excused that other ducts does not need cleaning as it connects to each other and left. He came back again to fix the ducts which was not going back on the wall. He just rapidly stick all the ducts on the wall and asked for the payment. I said I am not happy with this service but he insisted and tool all the money. I am highly disappointed and dissatisfied with his service and I want my all $770 back. Please help. You can refer to the pictures I sent.

  Business Response

  Date: 12/03/2024

  The customer asked for a duct cleaning service and we provided him a big discount. He approved the job and provided the payment right after the job was completed. 
  we did our job completely and cleaned all of his duct work. 

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 21334211
  
  I am rejecting this response because: I have agreed to clean all the ducts as per your marketing manager and different person came to do the job and he only did few ducts and said that it connects to other one and does not need to be cleaned. He was hesitant to remove the covers and said he couldnt able to fix it. From the pictures you can see that he did not put the s**** back to the vent covers and instead put some white cement and stick the covers on it. he was not going to fix that but I denied the payment and asked him to come back with something to fix the covers. He did come back in the evening with white cement as I said but it looks really bad than it was before. How could I deny the payment when he asked for it to leave. I told him that I wont be paying for this ridiculous job but he said I have to pay as per agreement. This is really bad job. If you want you can visit again and check everything. It looks really bad plus he just opened 4-5 vents out of 9-10 we have and took the full payment. I would like to have refund on that please.

  Sincerely,
  
  ***** R *****

  Business Response

  Date: 12/13/2024

  Our duct cleaning service doesn't include take all the vents out 

  we do clean through the vents and no need to remove them 

  we also don't do patch up if the customer decides to take them out. 
  the way it looks around the vents has nothing to do with our job and seems like this customer just trying to blame us for something not related to us.

  we are willing to make an exception and come back for the duct cleaning service but we won't provide any patch up or painting to the walls itself 

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 21334211
  
  I am rejecting this response because: as i mentioned earlier I was told by the person who came for an inspection that they will remove each and every vents and clean them out. He said that he will quote me per vents as usually that is how it works. I was assured that they will be taking of all the vents and the day they came, the other guy was saying something else and did not clean all the vents. I understand you dont do the patch up work but you at-least have to fix the vents once you take that off or upfront you have to mention that if anything goes wrong with the patch work, you wont do it and I would have denied the service because I didnt want my house to look bad. I am not playing any blame games. I just said whatever your representative explained what they will do during the service versus what I had. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed the contract with Universal Heating and Air (UH&A) on December 22, 2023 to install a central air system at my vacant house with 10% deposit. The contract was written clearly that the copper line set included and one year warranty on labor. The installation was done on December 27, 2023. After the installation at after 8 pm, the owner argued that the copper line set was not part of the contract and overcharged me additional $400. The owner, as well as the technicians rushed me to pay them. A day or two later, I came over and turned on the system and found the system was very noisy. I had to make a number of calls for them to come out after a one time no show and no call from them on the appointment date. Eventually the technicians came and left in about 10 minutes, saying there was no problem, and told me to replace a filter. They left with the system was still running so I turned it off, but the system did not stop. I tried all options on the thermostat and wait for 20 minutes on each option, but nothing could turn it off. I eventually had to turn off the power from my circuit breaker which also turned off two rooms. One of the rooms needed power since a contractor was working on remodeling my master bath. Followed by number of calls and text back and forth with a single person who claimed to be an office manager. She was really hostile toward my calls and text, raised her voice over me and kept talking over me instead of listening to the problem that I tried to explain. She asked me to pay $200 for them to come out again regardless of one year warranty on labor. I eventually asked to speak to the owner. After many promises to call back from the owner, he reluctantly to show up for 10 minutes, did nothing, walked away saying there was no problem and said, "Do not call me again". The owner kept ignoring my calls and messages right after he walked out on me. The contractor worked on my bathroom witnessed and said this guy and his company are scammers. They are not the type of people who honestly provide services.

  Business Response

  Date: 03/28/2024

  This customer trying to hurt our business on purpose. We tried to find a solution for her many times we only installed condenser for her. She keeps having issues we sent multiple technicians over for free and no charge to check it out and we told her that she has a problem with her furnace, but she insisted we are Responsible for it although she only replaced a condenser 

• Initial Complaint

  Date:08/02/2023

  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.

  The company agreed to complete a job installing HVAC ( central air conditioning) with a list of things they would complete for an agreed upon price. When the job was completed it leaked. It took forever to get then to fix it. After we finally got that fixed it didnt pass inspections. We tried to get them to fix it so that it would pass inspections but the owner avoided our calls for several weeks and claimed he was out on vacation. We finally got an appointment but then they claimed it was for another day a week later. They emailed us some cheers certification for HERS rating but no HERS rater ever visited an no such rating was conducted so the certificate was fraudulent. It is supposed to be conducted by a third party, but nothing was done. Finally they came to fix issues to pass the city inspections but when they came they couldnt complete it without buying new materials and charging us for their failure to do what they stated they would do in the written agreement. We finally got the owner ***** on the phone and he was rude and refused to do what we originally paid for. This company is fraudulent and dangerous.

  Business Response

  Date: 08/12/2023

  Hello,

  we would like to apologize. Did you feeling this way with it came back and fix audio issues! 
  Everything was done by code we would like to help you with if anything that you need to make it more satisfied. Thank you very much, Universal Heating & Air team. 

• Initial Complaint

  Date:04/28/2023

  Type:Sales and Advertising 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 had Universal Heating & Air come on March 13 to put in new ducts because we had been experiencing leaks from the rains. They had to lift up the **** unit (extra $1500) and when they placed it back down, part of the unit was falling off platform. I asked them to correct this so that it is placed on the middle of the platform like they had done so in June 2022 when we installed the new unit. They refused. They also did not complete resealing the ducts and left a huge mess, because it rained a day later and the sealant did not dry. They installed a new grill but our air filter does not fit in the new grill intake, so we have been without heat for weeks and we have a small child. I told the operator all of this - we have tried contacting them for weeks asking to complete the job from the invoice (total $4400), but the owner ***** has been ignoring our calls. We also had a service guy come last week in the hopes he would correct the mistakes, and he walked out of the job probably because his owner told him to leave. This company is scam - they take your money and do a half-assed job. Not only have I lost several thousands of dollars working with them, but now I need to find a new company that can fix the mess that Universal Heating & Air created. Seems like we are not the only ones disappointed with their service. And we are still encountering leaks from the rains, so they didnt even solve the issue.

• Initial Complaint

  Date:10/05/2022

  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.

  Company was unprofessional employees were uneducated and didn't know what to do. Company caused $50,000 in Damages. Then threatened not to take responsibility unless they're repairman fixed the problem. Lie to the contractor State License Board even though I have photographic proof that they were in the Attic as well as verbal proof from an employee that was out here to repair the broken pipe that they did in fact break the pipe originally.

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/12/05) */ Hello! We install a condenser unit ( out door unit ) at ****** property! No one from our compay didn't even went to the attic space we he claim he had leak and broking pipe! We did and complete the job outside of the property! We did send a inspector from our company to check it out even if it not our responsibility just to be on the safe side he did find out that was a broking old pipe in the attic on ****** property. We have all the documents photos that support our case. Thank you. Consumer Response /* (3000, 7, 2022/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company is lying just like they did to the other representative at the***********************. Not only did they replace the condenser outside but they had to replace the AC coil in my attic. I have proof of an invoice of documentation showing that they charged me $1500 for and replaced this item. Consumer Response /* (-5, 8, 2022/12/12) */ I also have photographic proof of one of their technicians carrying AC PVC pipe condenser material to repair the broken pipe that they broke. As well as a photograph of one of their employees climbing up a ladder into my attic Consumer Response /* (-5, 9, 2022/12/12) */ ***Document Attached*** I also spoke with the employee after he came down after repairing the condensation tube in the Attic which caused the leak. The employee's name was ****. And he admitted to me that yes their company had broken the pipe he apologized. Company is lying to you and I'm sure they're going to lie and say that the picture that I have is not real and that they have no employee named ****. Once again this company has been lying from the very beginning. Business Response /* (4000, 13, 2022/12/21) */ as we mentioned before, when we originally installed the unit we haven't got to the attic at all. right after ****** was complaining we sent a tech over to check it out and he found out that this pipe had nothing to do with the unit that we installed! this customer trying to blame us for a job someone else did for him. the furnace was installed in the closet and this pipe is in the attic.

• Initial Complaint

  Date:09/20/2022

  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 3/18/2022 Universal Heating and Air installed an A/C unit for us. (Our previous A/C Unit was working fine, but it just would not turn off.) So, Universal installed a new unit for a price of ****** with a 10 year warranty. When we first started to use our AC three months later in June of 2022 as the weather became hot, water started leaking into our bedroom and caused some water damage and stains to the ceiling of our master bedroom. We called Universal to complain and a technician was sent to repair. The technician said the installation was not done properly. There was an empty space/hole between the AC unit and our building, a pipe coming out of the AC that was not connected, and the AC unit was not level. The technician made the adjustments and the leakage stopped. Earlier in September, water started leaking again into our bedroom, and this time the water was more than before. The water damage to the ceiling expanded and became worse. We called Universal on 9/12 to repair the leakage, and they said they could not send anyone until 9/19. We asked them to keep us in mind for any cancellations, and technician was scheduled to come on 9/13 between 12-2 pm, but did not show up until the evening. The technician found that a pipe from the AC was clogged and cleared the clog and wrapped tape around the pipe and left. The AC unit has a 10 year warranty and was just installed less than 6 months ago and has caused two leaks and massive water damage to our ceiling. We believe the unit is defective and was installed improperly. As a result of the faulty product and installation, we sustained extensive water damage to our ceiling. We asked Universal to repair the damage, but they deny they are responsible for the water damage, and refuse to pay for the damages. We now have to hire a contractor to open up the ceiling and remediate possible mold from the water leakage and repair the drywall and ceiling. The AC will probably leak in the future too.

  Business Response

  Date: 10/06/2022

  We installed the unit by code back in march, the customer had a clogged *****. We sent a technician to check it out, he uncloged the drain and made sure that everything was done by code.
  We recommend to do maintenance for the unit every 6 months to avoid this situation

  Customer Answer

  Date: 10/13/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The A/C Unit was not installed properly in March. Pipes were not connected properly as shown in the photo attached. The A/C unit should have been installed with a drain pump too, but it was not. We discovered the faulty installation when we turned on the A/C for the first time since installation in June of 2022 and experienced water leaking into our ceiling. A technician came to connect the pipes but did not install a drain pump. Three months later in September, we suffered a second leak, which was less than 6 months from the date of installation. The second leak caused extensive damage to our bedroom ceiling. Their technician discovered a clog, but the clog was caused by defective installation and/or lack of drain pump. All the technician did was wrap some black tape around the pipes as seen in the picture. This will not prevent future leakage. We believe the company installed a defective or refurbished A/C unit since in less than 6 months, it leaked two times. No brand new A/C unit should malfunction this much in less than 6 months' time.
  See Attachment/File: Unconnected Pipe.png

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/10/06) */ We installed the unit by code back in march, the customer had a clogged Darin. We sent a technician to check it out, he uncloged the drain and made sure that everything was done by code. We recommend to do maintenance for the unit every 6 months to avoid this situation Consumer Response /* (3000, 7, 2022/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The A/C Unit was not installed properly in March. Pipes were not connected properly as shown in the photo attached. The A/C unit should have been installed with a drain pump too, but it was not. We discovered the faulty installation when we turned on the A/C for the first time since installation in June of 2022 and experienced water leaking into our ceiling. A technician came to connect the pipes but did not install a drain pump. Three months later in September, we suffered a second leak, which was less than 6 months from the date of installation. The second leak caused extensive damage to our bedroom ceiling. Their technician discovered a clog, but the clog was caused by defective installation and/or lack of drain pump. All the technician did was wrap some black tape around the pipes as seen in the picture. This will not prevent future leakage. We believe the company installed a defective or refurbished A/C unit since in less than 6 months, it leaked two times. No brand new A/C unit should malfunction this much in less than 6 months' time.

  Business Response

  Date: 04/01/2024

  We send a technician over multiple of times that took care of the problem for the customer. The customer was never maintain the system to avoid clogging pipes, and this was causing due to that.
  The leakage on the ceiling has nothing to do with us, and with our system 

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 19054661
  
  I am rejecting this response because:
  

  The clog in the drain was not due to poor maintenance.  The clog in the drain was caused by the failure of Universal to properly install the A/C Unit by failing to connect a pipe from the A/C Unit to our building and by failing to install a drain pump with the A/C Unit to prevent clogs.  What does Universal mean that we are supposed to maintain the system.  The system was supposedly brand new and malfunctioned upon first use.  How are we supposed to maintain the system if Universal did not install a drain pump?  We did not even use the the A/C Unit until three (3) months after installation, and immediately leakage started upon use and leaked twice in a matter of six (6) months.  A brand new A/C Unit should not malfunction upon first use.  The A/C Unit is likely not a brand new A/C Unit, but Universal charged us $7,000 for a defective or refurbished A/C Unit. 

  The leakage in the ceiling would not have occurred if the A/C Unit was brand new and installed properly.  Since Universal made a faulty installation and installed a defective A/C Unit, they are responsible for the leakage in our ceiling.  

  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/08/2022

  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 6/10 universal heating and air placed air conditioning systems in my house. On 8/8 i had an electrician come out for an outlet that is next to the the ac unit . While working on the outlet that needed to be fixed because of the ac instillation electrician informed me the the ac that was installed electrical work was not up to code! Also there lines are not waterproof and could cause a fire . I requested a statement from the electrician so that i can send it to universal heating and air . I sent the statement to universal heating and air thinking that since they did this work they would rectify the situation and bring the work up to code . The owner of the business called me and stated he is not responsible for the work that his company did and was not willing to send anyone out to look at the unit since this unit was working .but he should be held responsible for work his company completed

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/15) */ we replaced the unit for the customer the electric job was already exist. the unit installed by code and we always answer to the customer. she decided to call someone else to come check out the electric for her and never told us that she would like a tech to come over. the unit is working fine and has no issue

• Initial Complaint

  Date:07/31/2022

  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.

  My A/C was not working and the first worker they send said we need Freon and put 4 pounds and said that was the only issue. He was only at my house for 40 to 45 min and charged me $380. I complained the next day to the company because the air was still not working. They send another person that said the other guy was new but he would fix the issue he changed one small part he checked the pressure and said there was a leak in the coil and said it would be $4500 to replace then he said for all the trouble I was going through with the company they would only charge me $3800 I decided to get a second opinion the company came out on Sunday checked the pressures replaced a wire flushed the system and did not find a leak in the coil that company charged me $560 and my air conditioning is working perfect. Universal is a company that has workers that don't know what they are doing or are thief's and after hard working peoples money.

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/08) */ our techs has a lot of experience and this was their diagnostic after the customer called to complain we refund her money minus the service fee- she received 330$ back!