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:10/13/2024

  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 Oct 2, 2024 our a/c unit stopped working. It was trying to kick in but wasn't able to. I called this company to diagnosis the problem. The tech said he would do diagnositc testing and advise what it was. He targeted the compressor and said that he would cool it down and see if it would start up. He proceeded to do this and the compressor did kick in but then shut off. He then proceeded to tell me the compressor was done and we needed a new one. He then prepared a quote for a compressor, a new a/c unit, a new a/c unit and coil and a new a/c unit, coil and furnance. I was confused as to why he would be suggesting all these different options when it was the compressor.... The compressor was back ordered for 5 days. The tech also went on to say that our a/c unit was 13 years old and usually only last for 10 - 12. Having this information, I decided to purchase the a/c unit. It was installed and the system was working. I came back an hour later and the new unit was doing exactly what the old one was. Trying to kick on but couldn't. The original tech came back after hours to figure it out and when I pointed out the sound the furnance was making he said "that's your problem, you need a new motor in the furnance. He replaced the motor and the system worked. It was very evidient when he returned by his demeanor that he knew he had misdiagnosed it. It is very obvious to me that my a/c unit was not the issue but the motor in the furnance. I called the office and spoke with one owner who listened to my story and said he would do his own investigation. I did not hear from him so I called him. No response, i emailed him, no response. I called again and emailed both him and the other owner. No response.......... why would that be???

  

  Business Response

  Date: 01/27/2025

  I apologize I didnt realize  we hadnt  responded to the BBB. We addressed and taken care of Mrs. **********  concerns. She is satisfied with our response. Let me know if you have any questions.

• Initial Complaint

  Date:07/15/2024

  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.

  We purchased and AC unit in April of 2022 over the phone after they serviced our old unit. We purchased the more expensive choice between the two we were offered. Come to find out now since they replaced two units with one unit they didn't adjust the ducting to work with the size of the unit. The ducts aren't event the right size for a 5 ton unit compared to the 2 and 3 ton units it replaced. A 5-ton system should have have ***** CFM and we had 14" 700 CFM one of the old units and 12" 480 CFM for the other. This means we are 820 CFM under what is required for the 5 ton unit which is why it isn't cooling our home.They never told us this would mean that our $20,000 unit would not work until we had the ducts redone or that another intake would be necessary. And, this is putting additional wear and tean on a unit because it has to push harder to get any air into the rooms. Now they are trying to sell us a zoning system for an additional $7K which is unnessesary and will not fix the problem. I have had two other AC companies out to look at the situation to understand if we were getting correct info from General since it seemed off to us. We have been doing their maintenace service at $15.95 a month and they still never told us we had a problem and it's been two years.

  

  Business Response

  Date: 07/15/2024

  *** *****,

  Emailed me early today at 10:52 am and I responded as soon as I read the email at 12:19 pm. I assured her I would be talking with the team to determine the best resolution to her issue and asked for a day to be able to do that and get back to her. She responded thanking me at 1:27 PM. Tomorrow I will provide a solution. 

  Customer Answer

  Date: 07/16/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:12/17/2023

  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.

  i purchased a Lennox heating and air conditioning system from ******* 3/02/2023, Generall **************************************************** was the contractor ****** has to install this unit. I purchased the silver model and plus replacing some of the ducting. total price ******** general air installed by end of March 2023. they contacted me and said they needed to have appointment to check the unit my appointment was october 11/26/2023. two trucks came and one employee went into attic to check heating and cooling unit. the other employee said he was going to check my plumbing, i said i didnt ask for that service, he said the company gives you a 1 year to check on unit.check on the air conditioner. he came up with that i needed a new Pressure reducer valve, they had it all on Ipad , told me to much pressure so i told him to install the *** picture is attached it cost less than $200.00 when i called to company i was told its not the same product that i could see on line .i do not have a claim. he took him a few minutes to unscrew and s**** new ***. i have been way over charges.they also had other items they tried to get me to accept.

  

  Business Response

  Date: 12/26/2023

  I appreciate your openness in discussing your concerns about our pricing. I want to assure you that we take your feedback seriously.
  Our pricing model encompasses not only the cost of parts but also the expertise, knowledge, and the strong guarantees we provide. It's similar to the approach taken in professional services such as legal or medical, where the overall value is in the service rendered.
  Just as you wouldn't ask for a discount on a steak dinner after enjoying it, our rates reflect the comprehensive service we offer, backed by a stellar reputation and industry-leading guarantees.
  We are willing to consider adjustments If you have a specific figure in mind, please share it, and we will carefully evaluate it, taking into consideration the impact on our three-year parts and labor coverage.

  Customer Answer

  Date: 12/28/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I would like to have a $250.00 refund, adjustment on your charge of $789.00 to replace a PRV, when your employee was here without my my request.  The water district of *********** said they have had no problems in my area of too much water pressure.

  regards

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

  Customer Answer

  Date: 01/17/2024

  Hi ******, I file this claim #********,  12/17/2023, you answered and then sent notice to General Air-condition.  They sent answer back and included in the answer they said if I wanted adjustments, let them know and they would considered it.  I ask for $250.00
  Adjustment.  But the mistake I made is I said I agreed with General air Conditioning, on the form and I should not have, as the case was closed with out any satisfaction.
  Can you please re- open claim?
  Thank you
  *******************
  ************
  The air conditioning company made appointment with me to check the new system that they installed in March of 2023.  Along with the employee for the furnace & air conditioner, they sent a second truck at the same time, I said I did not request a plumber, he said oh the company gives you 1 year of services, he was checking all my water faucets, etc. then he scared in into thinking my 8; year old hot water tank could malfunction because I have too much water pressure, as my pressure reducer valve was not working properly.  For them to charge me $789.00 , it is way over priced.  It took him 5-to 10 minutes for him to loosen two bolts and install the new PRV.  I thought he would have to do some digging?
  They were prepared with their work I pads with contracts for not only the water valve,
  $200.00 to change filter, and on and on.
  I feel I have been taken Advantaged of, 77 year widow.
  

  

  Business Response

  Date: 01/18/2024

  I appreciate the **** sales documents attached however they are irrelevant to this matter.

  There was a recommendation to replace you MERV 16 Hospital five-inch filter. Simply a recommendation based on findings the published cost of the filter in our price book is 199.00Regardless of age marital status religion zip code etc.

  We recognize and respect your effort in researching pricing.However, it's important to consider that service pricing involves more than just the cost of parts. Much like how a lawyers fee is not solely based on the cost of paper and ink, or a restaurants pricing isnt just about the raw cost of ingredients, our pricing reflects various critical factors. These include the expertise of our skilled technicians, who are professionally trained,background checked, and drug tested, as well as the overhead and operational costs necessary to maintain high service standards.
  

  As a Service Plus Member it includes a suite of benefits designed for your safety and comfort, such as heating and cooling tune-**** as well as electrical and plumbing inspections. These services are essential in identifying and addressing potential risks, like the high-water pressure (100 psi) we documented at your property. Educating our clients about these risks and providing solutions is a responsibility we take seriously.
  

  Lastly, I want to address the concern about taking advantage of customers. Our pricing is transparent, detailed in our published electronic price book, and is not influenced by personal characteristics such as age,marital status, gender, religion, or income. It is structured to fairly compensate for the parts, labor, overhead and profit and I will not make any excuse and firmly stand behind our consistent pricing. We choose to be the best not the cheapest there are enough of those companies for you to choose from. 
  

  We will refund $250.00. Additionally, we will maintain the three-year parts and labor warranty, despite typically adjusting for such situations.

  Customer Answer

  Date: 01/18/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:10/13/2023

  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.

  I called General to fix an air conditioner and they took advantage of me and severely overcharged me on 8/3/23. After looking in attic and so forth informed me I needed a new capacitor. He then replaced my one capacitor with two parts and wanted to charge me over $900, but said it would come down to $705 if took their service. I was told on the phone that the $90 charge to come out would be put towards the work if I had them do it, but tech said that wasn't true. He said he would wave the charge if I took the service. I let them do the work and took the service because I didn't know any better. They wouldn't give me paperwork, had me sign iPad, and said it would be emailed to me. I asked for the part they took out and he said they had to recycle it, but could send me a picture. It took me calling them to get the invoice and going to their office to get the picture of my part. After he left I searched Amazon to see what my capacitor would cost and how to put it in. It was about $20 and very easy to install. I drove to General's office the next day and asked why they installed two parts charging $329 for each part. They said they did not have the one part and it would cost about the same even if they just put in one part. I went home and call my air conditioner's manufacture who gave me a list of service people in my area who do their warranty work. I called 5 of them and they would have only charged me, not under warranty, between $180 - $280 to fix my capacitor including labor and coming out and the $280 quote was for cleaning and servicing the unit. They also said that the extra part would only be about $5 more. I tried calling General and I emailed them 8/4/23 and they would not respond. The email stated they could pick up their part or I could deliver it and I did not want their service. I also offered them $250 if they wanted to leave the part in. Still no response, have disputed the charge, but it is not resolved. They are continuing to charge me for service.

  

  Business Response

  Date: 10/26/2023

  This has been resolved. I spoke with client last week and she is very happy.

  
  

  Thank you,

  
  

  *******

  Customer Answer

  Date: 10/27/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The president or CEO of General Air Conditioning did contact me and resolve the issue with me to my satisfaction and I appreciated him taking responsibility and making things right.

• Initial Complaint

  Date:01/03/2023

  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.

  ON July 4 our a/c kept kicking off around 87 degrees. We called General Air Conditioning and Plumbing. They sent a tech (**** *****) who looked at it and told us the HVAC system needed to be replaced. The tech had all the sales and presentation materials with him and spent a fair amount of time going over them with us. The next day some installation techs installed the HVAC system for a mere $15,215. Here is the rub. The first day our new HVAC was up and running, it was doing exactly what our old HVAC system was doing. Tech came and looked at it – and as it turns out – the entire problem was with a defect in the Nest control system!!! There was nothing we could do as our old system had been hauled away and the new $15k installed. I tried to take it in stride considering we had planned to upgrade in a few years, but wouldn’t you think they would have started there? But it gets worse. When inspection time came, there was something wrong with how it was hooked up to the power box. But it gets worse. This past week was the first time the furnace was turned on, and it did not work. I called General on December 31. Was told a tech would call me when on their way. Several hours later I called General again, was informed tech still on another job but would call when on the way. On January 1 informed that techs were booked through Tuesday January 2 for ER services. Had to call Esser AC!!! who came just a couple of hours after our call – and photographed and documented how a loose wire had not been plugged in during the installation – which is necessary to start the furnace and doubts whether General ever did a combustion analyzer test. I also have emails going back forth following installation - where it turned out the thermostat was the problem - and then later something inside was not connected with the the right number or pounds to outside power panel so was not passing inspection - got the solar panel guys to fix it instead of General.

  

  Business Response

  Date: 01/19/2023

  Thank you for notifying us of ********* ******** complaint. I have not received a complaint from her otherwise we would have responded and resolved. We always appreciate the opportunity to be made aware when a customer feels something has not been done correctly or some other error exists. We learn from these moments. I have fully read the complaint from ********* ******* however based on our documents from the fully executed sales contract, the installation, permitting and HERS testing process I am not sure what issue exists. The issue regarding the electrical was a change requested by the building inspector. We had the proper fuse installed at the disconnect however the building inspector wanted the breaker to be changed as well. The HERS testing was done by an independent third-party HERS rater and passed. The HERS rater checks system performance including duct leakage test, Refrigerant charge, and airflow performance. We have extensive pictures of the old system prior to replacement as well as extensive pictures of the new system. 

  
  

  The service call that resulted in replacement of the old occurred on July 4th, 2022. The system we were called to repair was 24 years old (determined by the units' serial number). We were called for a similar problem on August 29, 2021. If the cause of no heat was as customer states a loose wire it is rare, but it could be the wire was not tightened down etc.

  
  

  As far as the system goes it was   installed properly and consistent with the executed sales contract. It was properly permitted, HERS tested and inspected by the building department with any requested changes by the inspector being made.

  
  

  I would like to know how ********* ******** would like to proceed from here.

  
  

  Thank you,

  
  

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

  President and CEO 

  General Air Conditioning & Plumbing