Complaints

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As of the date of this complaint Fix-it 24/7 advertises on their website to be a (BBB) A+ rated company when they are not. This is deception. My name is *************** I am a female widower with a disability who was taken advantage of during a vulnerable time in my life by this company. On July 15, 2022 Fix-it 24/7 installed an HVAC system and they charged me $36,364. I unknowingly paid. My brother-in-law found out that the retail cost including installation provided by the equipment manufacture would range between $12,000 and $14,000. I was devastated that I have been misled and taken advantage of by this company. I was relying on their warrantees and guarantees one of which is a customer satisfaction guarantee. For two months I express my customer dissatisfaction and attempted in good faith to get concerns resolved regarding the services that were provided. I was told they would talk if I could obtain a better price so I contacted other HVAC companies, some were as unethical as Fix-it 24/7 with misleading information on their websites. I then reached out to only ****** authorized dealers with actual BBB A+ ratings. I obtained pricing on upgraded ****** equipment with similar warranties. The pricing I received from All Climate was $21,098 and from my power company ********************* $15,738. After providing that information to substantiate my position I was told by ************************* the General Manager that he considers the matter closed and communications ceased. As of the date of this complaint my system still has not passed the City inspection. I received passive aggressive threats to charge me to correct code violations. I want 24/7 to honor their satisfaction guarantee because I am not satisfied with their equipment or installation. I purchased from 24/7 because I thought they were a reputable BBB A+ rated company. I desire a full refund and the equipment removed. I want them to remove their BBB A+ rating endorsement from their website.

  

  Business response

  11/03/2022

  We have spoken to this Client multiple times. 

  They have sent at first fraudulent quotes from other companies. I have sent this directly over to the BBB for review. 

  We have a signed contract, permit and we have passed inspection

  Most appointments they have scheduled with us, they have either cancelled last minute or no showed 

  This is a complaint on pricing and not on workmanship. On our end, everything is approved and taken care of

  Customer response

  11/07/2022

   
  Complaint: 18136938
  
  I am rejecting this response because:
  Complaint: 18136938
  
  I am rejecting this response because:
  I have a well-documented email thread which shows my good faith participation in attempting to resolve my satisfaction concerns prior to this complaint.
   Fix-it 24/7 did not even comment on their Better Business Bureau miss use of the BBB **** by claiming on their website to be an A+ rated company when they are not. This company misled me with their BBB trade**** infringement.
  I acknowledged in my original complaint that I had contacted a company as unethical as Fix-it 24/7 but since than I have only obtained information from reputable ****** authorized companies with BBB A+ ratings.
  Since my original complaint a third inspection was scheduled on Monday, October 10, 2022 which failed. It was not until November 1, 2022 (well over three months since the installation) that the fourth inspection was finally deemed code compliant.
  Ive been honest with this company regarding my health however, stating that most appointments were canceled or a no-show is completely false. Some appointments were canceled due to my health and this was communicated with the company.
  I am relying on their satisfaction guarantee. I am not satisfied. I want 24/7 to honor their satisfaction guarantee because I am not satisfied with their equipment or installation. I purchased from 24/7 because I thought they were a reputable BBB A+ rated company, which they are not. I desire a full refund and the equipment removed. I want them to remove their BBB A+ rating from their website which they continue to as of the date of this response to fraudulently advertise as a BBB A+ rated company.
  
  
  Sincerely,
  
  ***************

  

  Business response

  11/30/2022

  We have done everything possible to make it right with the client. We have installed and passed inspection. The pricing was agreed upon with signature before any of the work began. 

  Customer response

  12/02/2022

   
  Complaint: 18136938
  
  I am rejecting this response because:

  I appreciate the fact that this business finally addressed their BBB trademark infringement by removing their BBB A+ rating from their website. They have misled me with their deceptive and fraudulent representation as a BBB A+ rated company. I expressed my dissatisfaction through my brother-in-law and the company as part of their guarantees asked him to obtain a apples to apples quote from reputable ****** authorized equipment installers in order for them to review my request. I did provide two quotes from reputable companies with superior equipment. I provided that information and counted on their guarantees. Thats when this company broke off all communication and I filed this complaint.
  It is a provably false statement that Fix-it24/7 has done everything possible to make things right. They havent done anything (other than remove their deceptive BBB A+rating) they have not even tried or offered one time to make things right. They throw up roadblocks and have done everything possible to avoid honoring their guarantees.
  I purchased this equipment based on their misleading advertisements and I counted on their guarantees. I am not satisfied.
  
  Sincerely,
  
  ***************

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company installed a furnace motor and circuit board at my son's home. He was at work so I was at his home while the work was completed. The company insisted on being paid and didn't want to wait until my son could call in his credit card and asked me if I could use my credit card. I didn't want to tie up worker and asked him to hold my charge until my son called in with his credit card which he did. However, the company put thru both charges andI have been unable to get my **** charge reversed even though they indicate they have charged my sons credit card. I have called several times and talked to ********* who indicated she has passed my concerns to **** in Accounting and he will credit my account and indicated **** would give me a call. I have called and left **** a message but have not heard back. They indicate **** has tried tor reach me but I have no messages from him on my phone. My bank is holding charge but I would like to resolve the issue.

  

  Business response

  08/04/2022

  Our accounting team has reached out to the client after multiple attempts we finally reached him. We only charged the client once (fathers Card) he assumed we also charged the son. After speaking to the client, we will be charging the son and refunding the father's card. This issue is now resolved. 

  Customer response

  08/04/2022

   
  Complaint: 17621190
  
  I am rejecting this response because:Thier response is totally inaccurate.  I initially contacted them on 7/11/2022 to let them know my son would be paying for the service and I only let them have access to my card as he was tied ** in a meeting and the technician wanted a back up.  They indicated once his payment was received my charge would be reversed.  I called again on 7/14/2022 and talked to ********* and indicated charge has still not be reversed. She indicated they could not find a charge on my credit card so could not reverse charge and would talk to accounting. I didn't hear back and called again on 7/18/2022 and they were still unable to locate a charge on my card.  Therefore, I sent them a copy of my **** bill showing a charge was made with my card and also sent a copy of my bank statement showing a charge was made.  She indicated she would again talk to ******* in Accounting and reverse charges. I called agin on 7/20/2022 and they still were unable to find my charge in their system.  She gave me ******** number and I called several times and left messages.  I talked to ********* again and she said ******* had called me but unable to make connection.  I indicated I have a message service on my phone and no messages from *******.  She indicated ******* said he was going to reverse the charges and give them 8 hours.  Charges were still not reversed. I then received a call from ***** who indicated they had a system problem and they thought my card was my son's card so that was why they couldn't find my charge.  She indicted she had talked to my son and would take care of everything and apologized for the problems on their end and assured me that the charged would be reversed and she would get back to me.  Apparently she has talked to my son and has his credit card but has not gotten back to me and I still show a charge on my ****.  I believe ********* and ***** will verify my statement and concerns.
  
  Sincerely,
  
  ************************* ******

  Customer response

  08/24/2022

  Company finally admitted they had a problem in their accounting department and thought my credit card was my son's and they had my son's card from day one but didn't put a charge through until they discovered the error on their part.  Once they put the charge on my son's card and it cleared they reversed the charge on my card which took several days but finally cleared. They may refute this but I have recorded voicemails substantiating what I have claimed. 

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have Fix-It 24/7 come out to service our ** and furnace. About a week later we tried to turn on the ** for the first time and it did not work. After 3 calls to Fix-It 24/7, someone finally responded. It then took an additional 3 days for the ****, HV** repairman to come out and fix the issue he caused. **** was very nice and appreciated him resolving the issue because it was during a heat wave and temperatures reached over 86 degrees inside our house. When **** was here, we asked if they could service our attic fan and he spoke to the electrician and was able to get him out the following day. I asked how much this would cost and was told $39.The electrician came out and looked at the attic fan and determined it was fried. The presented a **** for $194. Because both my wife and I work from home and she was on a call, I assumed she had preauthorized this charge. Once the technician left, I asked her and she said she never authorized this charge. After 3 more calls back to Fix-It 24/7 I finally spoke to ******** and he said that the authorization for the charge was proof, but I said that the work was not preauthorized or else we would have declined the services.All we are asking for is the difference between what we were quoted and what we were charged.Attached is the **** we were charged, and there is no proof of preauthorization

  

  Business response

  06/17/2022

  Spoke to the client, issued refund. Client is taken care of ***************************

  Customer response

  06/17/2022

   
  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

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company charged us $27,000 for a furnace/ hot water heater that was not the correct unit for our establishment and never worked. They did not pull a permit or have the unit inspected after installation. The water turned to scalding hot in the middle of a shower. They are now supposed to be installing a proper unit for our home and have been out for two weeks and we still have no heat. They were to be installing a NEW replacement unit and have had to replace two major parts within minutes of finishing installation.We just keep getting excuses and false information from this company.

  

  Business response

  06/09/2022

  The client is now taken care of, we had a 3rd party go out and check the issues as well 

   

  Customer response

  06/09/2022

   
  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,
  
  *********************

*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. ↩