ComplaintsforFix-It 24/7 Heating Air Electric Plumbing

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Fix It 24/7 has a program called ********** and they come out and check your furnace, AC, electrical and plumbing.They came out today to check/maintenance on our furnace. We have two furnaces. The one upstairs they took apart this morning, cleaned and put back. Now our air conditioner is not working. We did not have previous problems with either before they came out this morning.It is 77 degrees upstairs while my thermostat is set on 67 and the fan it continuously blowing. The house keeps getting hotter!I have called them twice and they will not connect me to a manager to speak to. The lady hungup on me and I pay $30/month for this service.All I am asking for is them to come back today and fix what they broke!Again, everything was working before they got here.I will never recommend or use them again, neither should others.Thanks ***************************

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was talked into a new air conditioning full house unit. I was told my old unit couldn't be serviced. It only needed servicing. The new air unit wasn't cooling and then froze up. I was told my old furnace was the problem and then talked into a new furnace to fix the problem. Now we have 50 percent humidity and it sounds like a jet engine. We are both senior Dissabled Veterans and they took advantage of us. They refuse to admit there is a problem.

  

  Business response

  08/29/2024

  On August 21st, we sent an installer back to see what issues the client was having with their new system. It appears that the client has a misunderstanding of their system and even with guidance from a technician believes that there is an issue. If there is an issue we would be more than happy to rectify but since the system is running correctly when the technician was out, we did what we could to achieve client satisfaction.

  The following are the notes from our installers follow up with the client:

  Came out to turn the blower motor down per the client's request. When I got here, they said that I need to check the Freon because its blowing warm, humid air. This is after **** talked with them about how the ** is a dehumidifier.
  
  The client followed me to the furnace. I checked the filter, it was good. He said that nothing was working correctly and if we didnt get it working he would call another company and sue us. I asked him what wasnt working and he said everything, it has frozen several times. I asked him if it had frozen since we replaced the furnace, and he said that it must have because it (the p trap) was full of water. I explained that this is normal and good. I adjusted the blower motor speed until he was happy with the noise, and explained that lowering the speed reduces airflow which lowers cooling efficiency and increases risk of freezing. I went upstairs to lower the temp at the thermostat and confirmed with the client's wife that the new volume was acceptable, she said it was good. While I was upstairs the man came up and said that we didnt put a filter in when we installed the furnace. I told him that we had and that our filter was in the furnace when I got here. We went back down and he had placed a second filter into the filter box.
  
  I checked the charge at the condenser and found that it was a little undercharged due to the change in furnace and the adjustment to blower motor speed. I charged it back to 10 subcooling. I took temperature splits, return air was 70 and supply was 60, ambient is 76.
  
  Near the end the man said that it was too humid in the house. He claims that he has called carrier and they say its a bad unit because the humidity is high. I took a video of the condensation running into the floor drain and p trap. He believes that our unit is causing the humidity even though its physically impossible. I told him that carrier couldnt possibly diagnose that over the phone because they cant check and pressures, temperatures, voltages, or settings of the units over the phone. He told me that I dont understand anything.
  
  Subcooling, temperature splits, pressures, everything looks good. I called our install manager and went over this, he asked me to just document everything and take notes of everything to show that our bases are covered. As far as I can tell, this is a fully working system. Also, the temperature was satisfied and unit was off when I arrived.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Fixit 24/7 came out to "inspect" my ** that had a broken blower motor. While repairing that they intentionally miswired my ** unit as illustrated in the pictures-- they wired it so the heat and air would come on at the same time. In doing so they tried to sell me a new board for $1800 while it wasn't the board, it was the bad wiring THAT THEY DID. They also "inspected" the ** unit outside AND LEFT THE *** DISCONNECTED, sabotoging my ** system both on the inside and the outside. Due to their advice I spent $125 on a new board that I bought on ***** Another reputable ** company (Colorado Bear Heating and Air) inspected the wiring and fixed it, sying "of course it won't work it's wired so both heat and air come on". You can see that in the picture.

  

  Business response

  08/09/2024

  Upon arriving at the client's house, our technician took multiple pictures and noted many issues. The description is as follows:
  
  Today, I arrived on site and assessed the following issues with the **** system:
  Blower Motor: Seized and needs to be replaced.
  Capacitor: Bad and needs to be replaced.
  Evaporator Coils: Rusted and leaking into the furnace. Requires replacement.
  Igniter: About to fail and needs to be replaced.
  Condenser ********** Leaking a significant amount of oil. Requires replacement.
  Dual Capacitor: Out of tolerance and needs to be replaced.
  LRA (Locked Rotor Amps):High and above the maximum.
  Recommendations: Suggested considering replacement options for the entire system due to its age and the cost of repairs. Client chose to proceed with replacing the blower motor, capacitor, and hearing replacement options. Management Offer :If the client decides to replace the system, we will credit 100% of the cost of the motor and capacitor towards the replacement.
  System Status: After replacing the blower motor and capacitor, the system is back online and cooling. The system has been cycled but is not certified. Note: The summary does not mention future plans, the after-work condition of the system, or parts order procedures as they were not mentioned in the provided notes.
  
  The technician was thorough in his pictures and his notes showing that there were multiple issues within the system. At no point was the system sabotaged and the age of the system shows severe damage to multiple areas that could result in it not working, as noted by the technician above. I've attached multiple photos of the system and have many more as well.

  Customer response

  08/09/2024

   
  Complaint: 22074789
  
  I am rejecting this response because:

  Business left my house WITHOUT the unit working-- it blew air but was still wired to turn on the heat and the cooling at the same time, AND the business left the evaporator fan connected. THEY LEFT THE WIRES DISCONNECTED TO THE *** SO THE *** WOULD NOT COME ON. THEY LEFT THE WIRING ON THE CONTROL BOARD IN A BAD STATE WHICH WILL CAUSE THE **** TO FAIL. These pictures were attached to the original complaint. They deliberately left the wiring in a bad state. Not connecting the fan motor after disassembling it is an act of sabotage or negligence. Same with miswiring the control board for failure. 

  Yeah its an old system-- they replaced the condenser and left it in a bad state so that I'd be inclined to purchase a new unit rather than fixing it. With minimal efforts from another firm I have it running and working beautifully. But this business sabotaged the unit leaving it in a bad state. 

  See the attached pictures to the original complaint, the business left faulty wiring on the board, in which the furnace (heat) and AC would operate at the same time, while disconnecting the fan. 

  Because of this I spent $225 fixing the wiring that they left in a bad state. 

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

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we have have attempted to do the apples to apples guarantee they offer, and they keep trying to say the company we received the quote from is not reputable. The company name is Absolute Electrical Heating and Air. This company was established before ***********, offers 24/7 service, have similar guarantees and warranties, and provide the same type of equipment (****** hvac systems), and yet they still made excuses not to price match us. We did everything they asked for and still we haven't received any help. They also caused property damage. Lastly, they said we only had 30 days to submit another quote for the price match & they ignored our calls for 3 weeks by saying well have someone callback. This has been extremely distressing to the point I felt beyond stressed with this company and it affected my pregnancy. They have not treated us fairly. We want justice. It has been almost a year of us fighting this & we never found a resolution. It is still causing extreme distress on our family. Weve made payments all year but would like to be refunded for what we overpaid & would like them to price match plus beat it by $250 like they promised on the contract.

  

  Business response

  04/05/2024

  Hello,

  I've attached the response that we gave to **************** husband at the time of the original dispute. You can see that we address why the companies that they have chosen don't meet our Apples to Apples guarantee. We gave them additional time to provide a quote than what the Apples to Apples guarantee offers, they spoke directly with our General Manager until they threatened legal action, when he moved to emails. **************** husband at that apologized for the way that ************ behaved , as you can see in the screenshots, and assured us he was seeking understanding. We provided that. We gave them a check for property damage already, as you can also see in this email. I'm unsure where the family was fighting for the past year as we don't have calls or emails from them during this period.

  Thank you.

  Customer response

  04/05/2024

   
  Complaint: 21440911
  
  I am rejecting this response because:
  The distress that was caused during my pregnancy and after giving birth. 
  

  24/7 said to reach out to a specific company saying they would take the quote from then but when we tried that company said they did not offer quotes. Meaning this was a scam response trying to waste more time on our end so that we would not be able to submit another quote. The stress I endured during this time was overwhelming. My pregnancy couldve been negatively affected. We are requesting a decrease in monthly payments as this is continuing to burden our family financially. We are struggling to make ends meet due to the atrocity of this situation. It was unfair. The company treated us unfairly, continued to ignore us, and the reason we didnt try to contact sooner during the year was because we thought there was no way to fight back. Now we know that there is ways. 
  

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

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Oct. 10 a new furnace was installed at our house by Fix-it 24/7 at a cost of $12,250. The Guarantee said that if the furnace failed, it would be fixed within 24 hours or they would pay us $600.On Oct. 28 the temperature fell below 32 degrees, and the furnace stopped working. The technician who came diagnosed the problem as a bad condensate pump. He replaced it and we paid the $798 charge by check. The furnace was on when he left.During the night the temperature fell again, and the furnace was not working in the morning. This time the company was unable to respond until late the following day, when it was determined the problem was that the condensation was vented to the outdoors, where it froze the pipe and stopped the furnace from working. The problem was corrected.The company agreed at that time that the furnace was not properly installed, it was not fixed within 24 hours, and we should not have been charged for the pump. We canceled the check for $798. The bank charged $35 for the cancellation. Fix-it 24/7 then sent us a check for $635--$600 for not fixing the problem in 24 hours, plus $35 to reimburse us for having to cancel the check.On Jan. 9 of this year we received an invoice from Fix-it 24/7 for $798 marked Past Due. We have called and left messages but have been unable to reach anyone who was present at the time of the incident.The fact that Fix-it 24/7 reimbursed us the charge for the canceled check shows that they agreed we did not owe them for replacing the pump that was damaged by their faulty installation.

  

  Business response

  03/15/2024

  The issue has been resolved and client was given a free one year membership as well.

  Customer response

  03/16/2024

   
  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.
  
  Sincerely,
  
  ********************* ******

• Initial Complaint

  01/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Me and my brother coordinate repairs for my 87-year-old mother who has dementia.1/10/2024 - bathtub faucet was replaced for $2495. Asked for details. Manager, *************************, said approximately $1671 was for an undisclosed, unwritten warranty. Had to pay before getting a copy of the invoice. Per the website, they charge one fee that covers labor and parts. Not so.Job charges:1.Trip charge: $39.00 2.Tub and shower: $1871.00 ($120 faucet kit with the remaining for the warranty we didn't know we were purchasing per ******)3.Remodel plate: $153.00 4.P314 limited access: $432.00 (Labor charge per ******)5.Sales taxes: $0.00 6.Total of $2495.00 I don't want my 87 year old mom pay an undisclosed warranty fee which is not outlined in the invoice. We've already tried to use it, to no avail. No response from the company.

  

  Business response

  03/15/2024

  **** is not our client. The mother is our client. As far as I'm aware, there is no power of attorney over their mother, but I may be mistaken. The one fee including labors and parts is accurate. The trip charge is cheaper than the standard for the industry. The 1871 is the cost of doing the job, which includes all parts, labors, and warranties. The client seems to have a fundamental misunderstanding of the warranty as it isn't a separate fee or cost, it's built into the price of every job that we do to honor our labor and parts. The limited access charge is in addition to the cost of the 1871 for the tub and shower due to limited access, as it is labeled. Warranties are included in almost anything that you would purchase and are included in all of our work.

  Customer response

  03/15/2024

  No one from the business ever requested a power of attorney, nor did the business ask to speak to my mother who was at the house. 

  I want the public to be aware that a $120 part was warrantied for one year for over $1600. I was refused a look at the final invoice until I provided payment. Also when I called them back because issues arose due to their initial work, they did not honor the warranty, the responding plumber didnt know that the issue was under the warranty and wanted more money. The plumber refused to do anything because a different plumber did the initial work.

  I want the public to know this companies business practices.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out on Monday to Fix-it 24/7 due to my furnace not lighting after I had replaced the ignitor which I have replaced before. I was told that a tech would be out same day just no time given which was fine. The tech came out that night and said that the gas valve needed to be replaced and would come back the next day between 3-4 with the part. The tech arrived the next day at 6pm and at about 8pm said the one of the bolts were striped and he didnt have the part on him and he would be back tomorrow to finish up around 4pm. I called at 4:20pm and was told he was on his way to a job in ****** and then I would be the next stop. At 7pm the dispatcher called to confirm my appointment and make sure we were still going to be available. She then called back at 7:30pm to inform me that the tech wouldnt make it out tonight because he was still waiting for the ignitor to come in. I explained that we had just replaced the ignitor and didnt need a new one. She then said that she would have the manager ********* call me first thing in the morning. I called at 11am spoke to **** who stated that the manager was in a meeting from ***** and completely rude. I asked when they would give me a call she said that shes not sure and could only pass on the message. Still waiting for a call back from a manager.

  

  Business response

  12/13/2023

  This client did receive a call from management on 12/8, the day after the client spoke with the office. Unfortunately this was a misunderstanding on the offices part as our overnight team that starts at 7pm did not understand the technician notes. I am deeply apologetic for the conduct of the representative that spoke with ******* and additional measures are being taken to ensure requests are handled in a timely and professional manner. We are having a technician locate the piece that the client needs as the order is taking longer than anticipated. 

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 08/21/2023 a tech came out to fix our ** unit. He came out and stated the Dual Capacitor was out and recommended the disconnect box be replaced as it was a fire hazard. He quoted $527 for the dual capacitor which I thought was a bit high but working from home with 2 little kids at home we desperately needed the A/C fixed. After replacing the disconnect box, the tech turned on the power and I heard a pop and the unit was not running. I asked what made the pop sound and the tech looked surprised and stated he hadnt a clue. He did a faulty install of the disconnect box and blew a fuse. He stated it wasnt his fault but said he would still replace the blown fuse. He took the box apart several times and played with the wires and got the ** running and charged $963 for the work and stated the house should cool in a couple hours and left. Five hours past and the house was not cooling and the tech came out a second time the same day. He hooked up some hose and said there was nothing else he could do and we just needed a new ** unit for $20,000! My husband said we overpaid for the initial service that didnt even fix the ** and was appalled they were just trying to sell us a new unit. We tried to call and speak with someone regarding the issue of burnt marks from the faulty install of the disconnect box and burn marks inside and on the exterior of the house from the faulty disconnect box installation and for charging us for services that did not repair the ** but we were only able to speak with their customer service that took our info and stated someone will call to discuss our complaint but no one called back. After calling numerous times over a week in attempts to resolve our issue and just getting the run around we called our credit card company to dispute the charge that was never contested but we received a letter threatening us with collections if we dont pay $1,941. This is fraud! An important note, another company was able to fix our ** for $240.

  Customer response

  11/27/2023

  I submitted a complaint with the BBB against Fix-It 24/7 on Monday Nov. 20th in fear of no response like we experienced the first time we tried to resolve our service issue with them under threat of sending a bill to collections. Fortunately, they were really responsive this time and we were able to resolve our issue with them and they agreed to reverse all charges and admitted to wrongdoing. We have reached a resolution and would no longer like to pursue this complaint. Thank you -******

  

  Business response

  11/30/2023

  This has already been resolved with the client. Please see the above email where ************ confirms that his wife was rescinding the complaint.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** from fix it 24/7 came by on November 1 to check on our heater that was out He took apart our heater, and now our ** unit does not work because he blew out the control, panel and short circuited it. None of the managers or technicians want to help replace it and they kept stating that there is no proof that we have that the ** was on their behalf. The ** was in great working condition before they even came out. Now we are required to purchase a brand new furnace to fix this..

  

  Business response

  11/07/2023

  We went to this house for a furnace no heat. The client declined the repairs. He is having the unit replaced by another company. We didnt do any work o ther than diagnsotic.
  
  Timeline
  10/30/23 ****** went for a diagnostic and the client declined to repair a 27 year old furnace. The system wasnt working when we arrived. The client called in for a no heat Averagle life is ***** years
  11/1/23 *** went to quote a new furnace. Client declied replacement
  11/6/23 JB went out to look at he unit again found a bad control board. Client declined repairs. Said they were getting the unit replaced by someone else.
  
  We cant be responsible for a unit that wasnt working beofre our arrival. And still isnt working because they declined repairs and replacement.

  Customer response

  11/07/2023

   
  Complaint: 20833717
  
  I am rejecting this response because:

  my AC was in good working condition before the first tech came out. Its the principle of a unit that was in great working condition that now NO LONGER WORKS. Due to your tech taking the unit apart to diagnose the unit. He short circuited the unit causing it to not work or turn on properly. Its up to your business to make it right regardless of choosing another business due to your unprofessionalism. 
  
  Sincerely,
  
  ***************

  

  Business response

  11/30/2023

  
  On ******* original visit, he let the client know they needed a circuit board.
  
  ******* Notes
  Arrived to spark igniter, not initiating on the furnace. Determined, we need to replace the spark igniter and let the client know possibly also the circuitboard as thats what is feeding the 124 V to the spark igniter and it is currently not doing that. System is from **** and the blower motor is leaking a significant amount of oil. Heat exchangers are showing major hotspots as well. brought up the possibility of replacement to the client. Client wants to try to do repairs first. Returning as soon as we are able to get a spark igniter for that system.
  
  When Fsup went out on 11/1 client said they would wait to repair or replace *** that they would just continue lighting with a lighter.
  
  Client called in as a callback for AC (Nobody worked on outside unit) when ** arrived on 11/6, he let the client know again that the issue was a bad board. Client then said he would have the system replaced by another company that Friday 11/10.
  
  Client never called in and asked for a manager to discuss any concerns. Client called in at 11:10am on 11/6 for a technician to come out and the tech arrived at 2:10pm, Client never called back in.
  
  System was neglected and not taken care of at all.

  Customer response

  11/30/2023

   
  Complaint: 20833717
  
  I am rejecting this response because:
  you guys are still not doing anything to help resolve this issue we are going back-and-forth on this when I am telling you that my circuit board got burnt out due to One of your technicians coming out. It is your job, too provide a credit or so to get this taken care of
  Sincerely,
  
  ***************

• Initial Complaint

  10/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Way over charged ****** to put a gas valve in furnace!

  

  Business response

  10/30/2023

  Client has been refunded $300 for the cost of the repair.

*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. ↩