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:08/29/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 replaced our HVAC system last June. Since then, the pipe located on the outside has been slowly leaking. We called the company and they told is that it was normal and we should just wait it out. It is now a year later, two months using our AC and it's still leaking. We had two companies come out and inspect and we were told that the lines were incorrectly crossed which is what is causing the leaks. Our warranty covered their portion, but this company still billed us for the items not covered. However, now that we've had the unit inspected twice, we realized that the company did not render the services we paid for completely. The payment covered modifications that included: Drain line and a pan for the evap coil. Those items were not included, even though they are listed on the invoice and itemized receipt. The furnace was also placed, and left, on a roll of tape. We contacted the company earlier and the lady who answered said that they had only replaced what already existed in the home. She had no info on the property or work that was done, so she was unaware that they replaced our HVAC system. We are going to contact ************** Home warranty to have this company come and fix the mess they made, or send another company to correct what was incorrectly installed. Just because she said "I have been working on this for many years, I know what I'm talking about" does not mean that the job was performed correctly.

• Initial Complaint

  Date:08/02/2023

  Type:Product 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.

  Hi , Dear Sir/Madam , Good Morning , I am Mr ***** ***** who is owner of my house ; I had problem with air con( upstairs air con system ) in May , 2022 ; at that time , I had Home warranty with First American Insurance company ; they assigned Central Air Conditioning and Heating Company ( License #****** ,C-20 )to fix the problem ; after their evaluation , they recommended to change new AC unit ; they installed Lennox in my backyard ( they did not change attic AC unit related with upstairs air con system ) ; First American said they paid for air con unit cost and I had to pay labor and accessories costs ; so I paid 75 $ for diagnostic and 830 $ for labor and accessories ( I paid home warranty to First American for >600$ for that year ). Now , aircon has almost no cool air coming out in this hot weather ; first , I went to local Home Depot which provided another air con company( All Pro) affiliated with Home Depot ; technician came and checked and he said there is very low Freon ; there may be leakage in somewhere ; but after seeing installation documents I showed to him; he said his company does not want to touch and advised to call previous company who installed aircon unit ; he explained Freon should not have leaked anytime ; system done by previous company hasn't worked as expected ; previous company has responsibility to solve the problem anyway without any charge/fee . I called aircon company who installed unit for recheck ; they said to call First American ;I no longer bought home warranty from First American company later; but I called ; but they said they can not help because I had not bought insurance any more ; I informed again to air con company to solve the problem ; they demanded for 150 $ for only diagnostic ; I think this is unfair to me ; they installed new air con unit only for 1 part (not in AC unit in attic); they should check all pipe lines/coils for any possible leakage ; Freon leakage is also environmental hazard ( main culprit of ozone layer thinning ) ; I sent email to them to solve problem as early as possible ; I have children who are studying in their rooms in upstairs ; but due to very hot weather and malfunctioned air con , they can not stay in upstairs ; we can not sleep well at night due to very hot weather . They did not reply my email ; this is , I think , unprofessional and irresponsible from their part. That's why , I complaint about this matter . If you could kindly help this matter, I would be very grateful. ######(I do withdraw my consent to publish the text of my Complaint ) Yours respectfully , Thank in advance , Mr ***** ***** Home Owner

  Business Response

  Date: 08/08/2023

  Hello,

  This condenser was provided by First American whom we are a vendor for. All warranties would run through First American, but this H/O chose to cancel his policy. We installed this condenser on 5/29/20 (over 3 years ago) We have had no contact with this H/O since the installation. Now we are 3 years later, and he is having an issue and wants us to come out for free. Unfortunately, he doesn't have any warranties with our office and 3 years after the unit was installed? If the condenser was the issue the refrigerant would have leaked out way before 3 years! There are 2 other components of this system that he could be having an issue with. The evaporator coil and line set could be leaking refrigerant. We offered to go out to the home to diagnose with a charge of $150. Homeowner declined. Hope this helps...

  Thank You,

  ******* *******

  Central Air Conditioning & Heating