ComplaintsforPremier Heating and Air

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a heater and air-conditioned installed over a month ago. The permit was supposed to be pulled the day they were installed. The company never picked up the contractor disclosure letter. After a week they said they wanted us to send it to them which we did after calling numerous times. We called again because we are worried the permit was supposed to be done within a week off installation. We have driven several times to the county building just to find out nothing has been done. We have asked for the owners' name and number just to be told they do not give out that information. Called the company again this morning and was assured we will get a answer on why they have failed to get the permit in a timely manner.

  

  Business response

  01/23/2024

  Good afternoon,  

  Here is the timeline for the permitting process for ****************  The delay for this permit request has been unfortunate due to Elbert County requesting information by mail, not email.  

  Premier Heating and Air installed on 12/13/23.  On 12/14/23, our ***** Office Administrator sent the Sales Representative within the company an email with the Contractor Disclosure paperwork that the customer needed to sign.  *********** received the signed paperwork back from the customer on 12/29/23.  Our ***** Office Administrator sent the info to ****** County on 1/18/24. Elbert County sent in a correction request later that day and our ***** Office Administrator worked through the necessary corrections and re-submitted and paid for it today.  

  It's unfortunate in the delay, but the company has provided a timeline and worked diligently to provide the customer a permit in a timely manner.   

  Customer response

  01/28/2024

   
  Complaint: 21186467
  
  I am rejecting this response because :Premier has offered  inaccurate information and not included numerous communications. The accurate information is as follows.

  12/13/23 - Install date. Had been told by **** ,the salesman, that either he or someone from their office would pull the permit that day and we had a week to get inspected

  12/15/23- **** called and said they needed a signed Contractor Discloser Letter and emailed it over which we signed and sent back within 30 minutes

  12/22/23- Called Premier about still not having permit and were told that the gal who does that had already left for xmas vacation and would get right on it when she returned.

  1/4/24-  Checked with Kiowa building **** and still no permit requested. Called Premier and was told she was still trying to catch up. Promised to pull

  1/11/24- Checked with Kiowa building **** and still no permit. Kiowa county then put Premier on a hold, not allowing them to pull anymore permits until they resolved the issue of doing work in Kiowa county without a legal permit.

  1/28/24- still no permit and no contact from premier.

  Several issues came up during the installation. On day 1 the main tech left for over 3 hours because he said he didn't have the correct equipment. They were then late for the second day because after a conversation with me about what the other companies had said needed to be updated to meet code that he had checked the code book that night and they were right.so he had to go get the right parts that morning.

  We believe that Premier is doing everything possible not to have their work inspected and we have serious concerns about whether or not their work is correct and safe!

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

  

  Business response

  02/07/2024

  Good morning, 

  I spoke with the customer yesterday (February 7, ****) and from the phone conversation yesterday, the hold-up on the permit is based on the property location and getting a state agency involved due to unforeseen jurisdictional questions that the company or electrical contractor didn't foresee.  His permit was pulled on January 23, ****, and the company is awaiting another permit that needs ************ guidance.  Once we receive the additional permit, it will be expedited to the consumer.

• Initial Complaint

  01/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 1/21/23 I paid to have a furnace installed. They charged me for a nest that at first I did not revive they then later dropped that off. The system has never worked correctly they had to come back out on 1/30/23 and adjust it. it then warmed up and I had no issues until 10/16/23 they couldn't come out till 10/19/23, and they still didn't get it working correctly, so they had to come back out on 10/23/23. This still did not work they came back out on 10/27/23. It again has been relatively warm until this weekend and the system is not working again this morning I called them and they said they were going to send someone out today but I figured it was time to document this.

  Customer response

  01/16/2024

  I have given them another three chances this is the diagnotic from ***** visit on Saturday all they did to get the system to work was remove the intake pipe so now it is just pulling air in from inside the house which make the basment much colder than the rest of the house. They ame out againg on Moday and sid ***** was nothing they could do. then rescheduled for today I had an appointment from **** and they called and canceled at 9:43. I have had to stay home for most of these appointments which means I am unavailble to be in the office for meetings and thing that are better done in person. I am open to any other soultions you may be able to porvide to help me get this resolved I think they are trying to make it past the warrenty peirod so they do not have to fix this problem.

  Customer response

  01/17/2024

  This issue has been resolved

  Premier Heating and Air has competely taken care of this situation, I have attached the $0 invoice for the furnace repalcement that they did today. They put in a brand new furnace to remedy the problems that I was having. This is above and ***** what I had asked for and expected, I apperciate them taking care of this for me and I have no complaint towars this company anymore. Please let me know if there is anything else I need to do to have the complaint dropped aginst them.

  Sincerly,

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

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AC installed/furnace replaced Apr 27. 2 days later I had a power surge that fried multiple things. Had to have emergency electrician come out, confirmed likely due to the recent installation. Contacted Premier to report the issue, was told they would contact the electrician they use (**** electric) to come. Didn't hear anything back for over a week. Called again, told the same thing. Didn't hear back for over a week again. I continued to call Premier, once every week or two weeks for 2 months, every time they say the same thing (they are going to contact the electrician and call me back). This goes on several weeks/calls. On one specific call, I express my frustration, and explain that they have told me this already. This time they ensure me I will get a call back, they have my ticket in whatever "system" they use. Still get no call in weeks. In late JUNE (it was installed in April), finally get them to schedule an actual appointment. Was given a 2 hour window. No one showed up, no one from either company contacted me before or after. I called back and explained this, along with the entire frustrating process, and get told... they will give me a call back. They are suppose to arrange for post install inspection and contact xcel (utility company) for any rebates after installation. I was told they cant even do this until this issue gets resolved, but they won't resolve it, so now I am stuck without even being able to get the final inspection or any rebates processed.They are willfully neglecting the issue. I don't even know how serious an electrical issue it is because the will not come out or return calls. I have called more than 10 times and admittedly been pretty short with them trying to explain the frustration. When that happens, and they still wont do anything, seems intentional. I have a nearly $20K investment they will not service, and other items damaged due to the surge, and no way to get them to do anything, so I am turning to you for help.

  

  Business response

  10/10/2023

  *********** left a message for the customer, ******************, on 7/31/2023 , with no response, to communicate regarding rescheduling our electrical subcontractor to review the concern.  *********** has been in communication with our subcontractor to set up an appointment to review the customers concern.  *********** will have our General Manager send a email to ***************** today, to help facilitate with a resolution.    

  Customer response

  10/10/2023

   
  Complaint: 20675144
  
  I am rejecting this response because:

  This is 100% false. No call was received (iPhone history unfortunately doesnt go back that far to show it was not). Im addition, if there was a call, why would you not leave a voicemail (if a VM was left, I would have returned the call), and on top of that, not ever follow up again? Also, just saying we tried calling is not a solution when Im saying the installation was not done properly nor the post installation steps promised before work started. The solution would be to resolve those things. 
  
  Sincerely,
  
  ***************************

  

  Business response

  11/02/2023

  Good morning ******,  
  
  Below is an email trail for the conversation with ***************** that was recently resolved. I also spoke to our subcontractor (**** Electrical) and received the following:
  
    "Customer had a lightning strike that flipped some breakers.  He reset the ** and said it's "been great" since then and doesn't know why we came out."  "So we tested and checked that everything was okay.  We ran the ** for 10 minutes.  No issues". 
  
  Feel free to reach out directly if I may help in any capacity.  
  
  --------------------------------------------------------------------------------------------------------------------------------------------
  ******************* <********************************************>
  
  Tue, Oct 10, 3:16 PM (10 days ago)  
   
  
  to *************
  
  Good afternoon *****************,  
  
  I'm reviewing the above address and see that the company's electrical subcontractor (****) inadvertently missed an appointment on 6/22/2023.  I want you to know that I aim to be as helpful as possible and be a conduit between **** and the company to resolve your issue quickly.  
  
  I have been in communication with **** and am working out the scheduling.  Are there particular days or times that work better than others?   
  
  Feel free to let me know if I can help in any way.
  
  Respectfully,  
    
  
  ******************* ||  General Manager
  O. ************  
         
  Promotions
  Free Consultation
  Refer a friend and receive up to $200~
  We are what we repeatedly do.Excellence, then, is not an act, but a habit. (*********) 
   
  ******************* <********************************************>
  
  Wed, Oct 11, 2:19 PM (9 days ago)  
   
  
  to ******
   
  
  
  Good afternoon, 
  
  I scheduled **** tomorrow at **** pm to be at your home.  
  
  Respectfully,  
  
  ******************* ||  General Manager
  O. ************  
         
  Promotions
  Free Consultation
  Refer a friend and receive up to $200~
  We are what we repeatedly do.Excellence, then, is not an act, but a habit. (*********) 
  
   
  ******************* <********************************************>
  
  Thu, Oct 12, 8:11 AM (8 days ago)  
   
  
  to ******
   
  
  
  Good morning,  
  
  **** should be at your house by ****.
  
  Respectfully,  
  
  ******************* ||  General Manager
  O. ************  
         
  Promotions
  Free Consultation
  Refer a friend and receive up to $200~
  We are what we repeatedly do.Excellence, then, is not an act, but a habit. (*********) 
  
  
   
  ***************************
  Thu, Oct 12, 9:22 AM (8 days ago)  
   
  
  to me
   
  
  
  I will be here. Thanks again.
  
  
   
  ******************* <********************************************>
  
  Fri, Oct 13, 2:17 PM (7 days ago)  
   
  
  to ******
   
  
  
  Good afternoon, 
  
  Following up to see if everything was updated/corrected to your satisfaction by **** yesterday.  
  
  Respectfully,  
  
  ******************* ||  General Manager
  O. ************  
         
  Promotions
  Free Consultation
  Refer a friend and receive up to $500.00!!
  We are what we repeatedly do.Excellence, then, is not an act, but a habit. (*********) 
   
  ***************************
  Fri, Oct 13, 3:35 PM (7 days ago)  
   
  
  to me
   
  
  
  It was. Thank you. I was told earlier this year that the post install inspection and anything related to rebates could not be done until this was looked at. Now that its looked at can we begin the other things? Could you pass that on to help facilitate this? I appreciate your stepping in on these issues. 
  
  
  
   
  ******************* <********************************************>
  
  Tue, Oct 17, 2:41 PM (3 days ago)  
   
  
  to ******
   
  
  
  Hi ******, 
  
  I spoke with our ***** Office Administrator on Friday, and she wanted to ensure all issues were addressed before proceeding.  If you are satisfied with ****, we can move forward.
  
  As stated, please feel free to contact me with any issues moving forward.    
  
  Respectfully,  
  
  ******************* ||  General Manager
  O. ************  
         
  Promotions
  Free Consultation
  Refer a friend and receive up to $500.00!!
  We are what we repeatedly do.Excellence, then, is not an act, but a habit. (*********) 
  
  On Thu, Oct 19, 2023 at 2:51 PM ************************* <********************************************> wrote:
  *********************
  Premier Heating and Air 
  ************************************* C5
  *****************, ** 80111
  
  Dear *********************: 
  Twice previously we emailed the enclosed consumer rebuttal to you for a response. Our records indicate that we have not yet received a response from you. Please review this matter and advise us of your position.
  As a BBB Accredited Business, you have agreed to promptly respond to any and all complaints forwarded to you by BBB and make good faith efforts to resolve all such complaints in accordance with generally accepted good business practices. If we are unable to satisfactorily resolve the dispute through our complaint conciliation process, our mediation/arbitration services are also available to you. Your response is required within 3 days from the date of this letter.
  Please contact the customer and ******************** regarding this matter. Otherwise, this complaint will be closed as unresolved, which will be reflected in your company's BBB Business Review. A company cannot be a BBB Accredited Business with an unresolved complaint.
  For your reference, the complaint was submitted on 9/29/2023 and was assigned an ID of ********. 
  
  THE TEXT OF YOUR RESPONSE MAY BE PUBLICLY POSTED ON BBB'S WEBSITE.  PLEASE DO NOT INCLUDE ANY PERSONALLY IDENTIFIABLE INFORMATION OR USE INAPPROPRIATE LANGUAGE IN YOUR RESPONSE.  BBB MAY EDIT YOUR RESPONSE TO REMOVE PERSONALLY IDENTIFIABLE INFORMATION AND/OR INAPPROPRIATE LANGUAGE.
  
  BBB thanks you for your prompt response.
  
  Sincerely,
  
  ****** R
  Resolutions Consultant
  
  
  ********************************************
  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  ***************************
  ***************************************************************************
  Daytime Phone: **************
  E-mail: ***********************
  
  
  The details of this matter are as follows:
  
  Complaint Involves:
  Repair Issues
  
  Customers Statement of the Problem:
  
  ** installed/furnace replaced Apr 27. 2 days later I had a power surge that fried multiple things. Had to have emergency electrician come out, confirmed likely due to the recent installation. Contacted Premier to report the issue, was told they would contact the electrician they use (**** electric) to come. Didn't hear anything back for over a week. Called again, told the same thing. Didn't hear back for over a week again. I continued to call Premier, once every week or two weeks for 2 months, every time they say the same thing (they are going to contact the electrician and call me back). This goes on several weeks/calls. On one specific call, I express my frustration, and explain that they have told me this already. This time they ensure me I will get a call back, they have my ticket in whatever "system" they use. Still get no call in weeks. In late JUNE (it was installed in April), finally get them to schedule an actual appointment. Was given a 2 hour window. No one showed up, no one from either company contacted me before or after. I called back and explained this, along with the entire frustrating process, and get told... they will give me a call back. They are suppose to arrange for post install inspection and contact xcel (utility company) for any rebates after installation. I was told they cant even do this until this issue gets resolved, but they won't resolve it, so now I am stuck without even being able to get the final inspection or any rebates processed. They are willfully neglecting the issue. I don't even know how serious an electrical issue it is because the will not come out or return calls. I have called more than 10 times and admittedly been pretty short with them trying to explain the frustration. When that happens, and they still wont do anything, seems intentional. I have a nearly $20K investment they will not service, and other items damaged due to the surge, and no way to get them to do anything, so I am turning to you for help.
   
  Desired Settlement:
  Finish the Job
  
   
  MESSAGE:
  
  Complaint: 20675144
  
  I am rejecting this response because:
  This is 100% false. No call was received (iPhone history unfortunately doesnt go back that far to show it was not). Im addition, if there was a call, why would you not leave a voicemail (if a VM was left, I would have returned the call), and on top of that, not ever follow up again? Also, just saying we tried calling is not a solution when Im saying the installation was not done properly nor the post installation steps promised before work started. The solution would be to resolve those things. 
  
  Sincerely,
  
  ***************************
   
  Kind regards, 
   
  ****** R
  Resolutions Consultant
  Better Business Bureau
  ******************************************************************************
  p: *************
  bbb.org Start With Trust
   
  CONFIDENTIALITY NOTICE: This message contains information belonging to Better Business Bureau which may be privileged, confidential and protected from disclosure. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, copying, or distribution or the taking of any action in reliance on the contents of this information is strictly prohibited without our written permission. If you have received this e-mail in error, please immediately notify us by reply e-mail, delete this message, and destroy any copies.
  

  
  

  Customer response

  11/06/2023

   
  Complaint: 20675144
  
  I am rejecting this response because: I'm not sure where these comments came from. I did NOT state that it was a lightning strike, or that it was better. I told the electrician who showed up that it was a power surge from the appliances that were installed, and told them that I had not had a power surge, but still have lights flickering and what not. They said they saw nothing wrong with how they installed it (of course), so what am I supposed to do there? Feels like either the electric company or heating+air company made up this/my response, those were not my words.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company installed an HVAC system in October 2022 that failed county inspections due to code violations. We have been reaching out for months to get this addressed, but the front office refuses to schedule someone to come out and fix the violation. Their technician claims he doesn't know how to fix it and needs to reach out to the inspector. They have not done this.We even called the county inspector ourselves who said he'd be willing to schedule a time WITH Premier to come out to our house and show them how to fix their violation, but Premier refuses to do so. The front office consistently will give the runaround claiming that the manager is the one who can schedule, but then will refuse to transfer ** to the manager and instead claims that they will call ** back. They never call back and they never follow up. They also never hooked up the float sensor on our Air Handler and when they first did the install, the thermostat was wired incorrectly.This company has done poor quality work and refuses to come and fix the issues.

  

  Business response

  06/13/2023

  Good afternoon,  

  First and foremost, the company apologizes for any inconvenience this may have caused the customer.  *********** has taken measures to prevent the lack of internal communication will not  happen in the future. *********** is more than willing to correct and address the code corrections in a responsible and timely manner as soon as next week with the customer.  Feel free to contact the company's General Manager (***) directly-***************************************** or ************ for communication or questions.      

  Customer response

  06/22/2023

  Please reopen the case. We have not yet gotten a confirmation of an appt from premier heating and air even though *** reached out.

  
  

  

  Business response

  07/13/2023

  Unfortunately, my initial response didn't go through on 6/20/2023.  I met with the customer on 6/30/2023, along with a master plumber and we came up with a plan/schedule for the company to address and correct all of their their concerns, which will be tomorrow, 07/14/2023 at 10am.      

   

  Respectfully, 

   

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

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

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Approximately 3 years ago I purchased a new furnace and airconditioner from Premier Heating and Air. For the first 2 years the system worked well and we referred Premier to neighbors and my son who also had systems installed by Premier. However, this summer the air conditioner consistently shut off. Premier would send out technicians all of who had different ideas as to cause and solution. We always followed the advice of the technicians but it didn't matter. The a/c would still shut down. The air conditioner has shut down 3 times in the last week. There is something greatly wrong with the airconditioning system. No one else with a Premier system has this problelm. We do not run the a/c under 73 degrees. The a/c should easily be able to handle that temperature. Premier will not allow me to talk to a manager. So, I am submitting this complaint. I do not want any more repair attempts. I have to stay home each day there is a scheduled technician. I want the BBB to assist in getting the airconditioning system replaced so I do not need to go the legal route. It does not work and it is still under warranty. The airconditioning system has failed, is under warranty and cannot be repaired. Therefore, it needs to be replaced under warranty

  

  Business response

  09/06/2022

  *********** was recently at Mr ******** home on Saturday, September 3, 2022 to address his issue and have been out to home a couple of other times as well.  We scheduled a Factory Representative for Thursday September 8,2022 at 11am to address the issue as there are a couple of issues that *** be resulting in the on/off of ********************** AC unit.  *********** has been in communication with ***************** throughout the process.  *********** is working diligently to address the situation-we are hopeful to achieve a solution by this Thursday.    

   

  Customer response

  09/06/2022

   
  Complaint: 17901369
  
  I am rejecting this response because:  There have been many technicians out to analyze the system.  None of them have been able to fix it.  Every time a technician is scheduled I have to be home for the morning or afternoon.  There  have been too many days and too many nights when the a/c unit failed and we were left in the heat.  The system is not working and needs to be replaced.  The warranty will eventually run out and then I am left with a system that does not work.

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

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The contract states 100% money back guarantee within the first year. It has been only 10 weeks and out of those 10 weeks, 4 weeks were spent failing to diagnose or fix the problem.8-6-22 I called Premier because I came home and my AC unit was not turning on when the thermostat called for cooling. The tech was on site for 2 hours and stated it was a failed thermostat but a tech would arrive 8-8-22 The 2nd visit from an unexperienced tech who arrived over an hour late tried to just install a new thermostat that was a wasted effort because that was not the problem. He did no further diagnosis.8-9-22 The 3rd visit was from yet another tech who was over an hour late and diagnosed the problem as a control panel but needed to wait the next day.8-10-22 The 4th visit was yet another failed diagnosis because the control panel was not the issue. Said it was a part 10 days out. Premier then left two swamp cooling units that did not have drain plugs and never set them up. This resulted in me putting water into a unit that spilled all over my floor. It took Premier 2 days to then deliver drain plugs.8-19-22 The 5th visit was to be scheduled when Premier had the part. I had to call multiple times and not once was asked to schedule and that someone would reach out to me but never did. This was then scheduled and again the issue was not resolved where their tech stated that they either ordered the wrong part or that it was another switch.8-29-22 The 6th visit was scheduled and again I had to reach out to schedule because the part was supposed to be delivered the week prior and I had to continue to reach out for answers. This visit resulted in multiple unprofessional repairs. The safety door switch was taped and left that way when the techs left. The pressure switches wire spliced and electrical tape was used rather than running the pigtail all the way back to the control panel. Existing wire was left. and more see photos.All I want is my money back and this equipment removed.

  

  Business response

  09/07/2022

  To whom it may concern:
  
  
  Below is a snapshot/timeline of how the company has worked diligently to help **************** in resolving in part issue on his recently installed condenser unit.  To preface the conversation, the company offers a "10-year parts and labor warranty" from the day of installation, which was June 13, 2022.     
  
  *On a recorded call to the company on 08/18/2022, the customer called & inquired about a refund for both his and his mom's system even though there were no issues with his mom's system.  During the same conversation, he declined to have the part put in, only wanting his money refunded.

  ************ brought out two portable AC units to help while waiting for the part. 

  *After the most recent repair, the customer will not state whether the system is working on not.   
  ************ has in good faith worked with the customer on getting parts here as soon as possible and addressing the issues in a timely manner.  
  *The customer had zero issues for (6) weeks and when a factory-installed part breaks down, the customer stated he doesn't want the system.  
  *The pictures the customer sent were a couple of minor issues that were discussed with the factory rep-the company can redo the repair.  It's not outside of code, the key factor is the company recognized the customer's unit was non-operational and wanted to make sure to get the unit operational as soon as possible. 

  *The customer has repair issues due to the manufacturer's parts and the ability to receive the part (logistics) but at no fault of the company.
  *The 100% money-back guarantee certain restrictions apply (attached) has a good faith timeline, including having the Factory Representative address the issue.  *********** is not even at that point as the customer has escalated the issue.  **************** has stated "he's not satisfied".  From a company standpoint, it's difficult to satisfy an issue without being given the opportunity to correct it or have a factory representative review it for company/customer peace of mind.     
  

  In closure, the company has acted in good faith in helping ****************, but there have been hiccups, which the company has acknowledged, and addressed.  *********** has offered multiple remedies to offset the delay due to the manufacturer's backlog of parts, but the customer has declined while the company has made multiple good faith attempts to resolve the unforeseen manufacturer's delay in parts and, in following the company's "certain restriction apply" document, the company has corrected the parts issue, but is still wanting the Factory Representative to come to the house and inspect.  

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

  General Manager
  
    

  
  

  Customer response

  09/07/2022

   
  Complaint: 17899476
  
  I am rejecting this response because:
  

  I received a call on 9/2/2022 from **************** and discussed the poor response and communication from his team and that this situation was 1 in a million. He also admitted the repairs were not professional and unsafe and will have to retrain his guys on the proper safety procedures for the repairs performed. He also mentioned that he would start a new process for specific situations like this. He offered to swap out the unit and upgrade it with additional 2 year service contract. I refused this and accepted his offer of my 100% money back and for the units to be scheduled to be removed. This schedule of removal has not occurred yet.

  Side note, Premier has had over 4 weeks to correct this issue and it took this complaint with the BBB to finally receive a call from the General Manager.

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

  

  Business response

  09/20/2022

  ****************, 

  
  In response to your email, the distributor reviewed the repairs and the way they were done, the installer could add heat shrink if needed and tie off a wire that is not in use, and in no way are they unprofessional.  *********** in good faith had provided you multiple options (different exchange of the repaired equipment/free maintenance agreements) and, has asked multiple times if the system has worked (after the repair) and you have declined to state yes or no.   Your system worked perfectly for (6) weeks from the date of installation before a part went out, which the company has no control over.  *********** has asked for a factory representative to inspect any and all pieces of equipment (installation/repairs) and you have declined.  *********** follows the process of "Certain Conditions Apply", which you will not allow being initiated.  In the opinion of the company, the next step is to involve the factory representative. 

  Customer response

  09/26/2022

   
  Complaint: 17899476
  
  I am rejecting this response because:
  

  Again this is absurd. I had a call with ******************* on September 2nd, after he received my email that morning expressing my disappointment and unprofessional repair photos. He stated himself that the repairs were unprofessional and unacceptable and ultimately unsafe. He also stated that his guys will need to be retrained. This phone call lasted over 40 minutes. See attached call log. We agreed verbally that he would be giving me my money back and scheduling the removal of the system. I received the last response via BBB and was blown away that he made commitments via our phone call and basically acted like they never happened. I am assuming this call was not recorded because he called me on his cell phone. Yet again un professional. I believe he did this intentionally.

  
  I reached out on September 16th via phone call and got his voicemail immediately. I then followed up with the attached emails asking when he was scheduling the removal of the equipment. I followed up on 19th of September and the 20th of September via email with no response. I had to again reach out because their is no outbound communication from Premier Heating and Air. I always have to contact them to either make an appointment or check on a part status. So again I had to reach out to schedule this. 
  

  ******************* agreed to give me my money back and remove the equipment on our phone call on September 2nd. I thought all I had to do was wait for them to schedule and remove it.

  
  I want my money back and the equipment removed, because of their shotty repairs, and leaving my system unsafe. They have also failed to call or communicate with me in this matter to resolve it. *******************, their General Manager, in this whole situation has only called me once. No one with any authority has called or reached out to express the concern or give me assurances that things will be done properly. They say I have refused repairs and install, but their is no evidence of this. I was always professional in my phone calls and emails, yet they continue to treat me as if I'm the problem. 

  
  Again, I am not satisfied.

  
  As a customer am I supposed to allow them to come to my house over 6 times to repair the problem, just to be given the run around that they cannot diagnose the problem? Then allow them to bring "their" representative just to side with them? Do I now need to schedule another HVAC expert to say they are wrong and did shotty repairs to have their guy say they aren't?

  
  Again, I want my refund like *******************, said he would on September 2nd in our over 40 minute phone call.
  
  

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

  

  Business response

  10/06/2022

  *************** has refused to have a factory representative review his working system and refuses to acknowledge that his system is operational.  *********** has communicated with the factory representative and acknowledged there are minor details that need to be corrected, but does not hinder the operation of his system, that worked for 6 weeks before a factory installed part went out.  As discussed with ***************, there is a process that the company follows. 

  Customer response

  10/10/2022

   
  Complaint: 17899476
  
  I am rejecting this response because:
  

  Again this is a flat out lie. I have never refused for a factory representative to review the repairs, because not once has Premier Heating and Air reached out to me to schedule a factory representative. I'd like to see their call log or emails reaching out where they have reached out to say, "Hey customer we need to schedule a factory representative.", but no not once. *** is clearly stating that things still need to be corrected after his techs being at my house over 7 times and over 4 weeks to "bandage" the system. The 7th time got my system bandaged enough to work, but he is stating in this response that they still need to correct things only because I brought them up as unprofessional repairs and I had to document them. If I did not look at the repairs myself this would have just slid under the rug.

  *** NEVER discussed with me this "there is a process" attached. He has only called me ONCE and expressed his apologies for this situation and would provide me a refund on the call that lasted over 40 minutes.
  

  I am attaching their "**Certain Conditions Apply**" because this is what they continue to reference. First of all this is dated 08/01/2022 when my contract was signed prior to this date, so technically not applicable but let's review.

  Step 1 and 2 were "sort of" followed. A "Comfort Advisor" was never assigned. I called and got a tech scheduled. The service tech arrived and failed to diagnose anything along with the other 3 techs that arrived 7 more times.

  Step 3, this was never escalated to the Install Manager/Designee, because I did not get an email from you until the 18th of AUG when this all started with a failed diagnosis on AUGUST 6th and another on August 8th, and another on August 9th, and another on August 10th, and another on August 19th.

  Step 4, within 10 business days a Factor Representative will become involved, but now we are 42 business days from August 10th and they have never called or emailed me to schedule this. We are well beyond this time restraint of 10 business days.

  Step 5, we can't get there because they never scheduled a factory rep to review.

  Step 6, no factory rep scheduled, so no findings.

  Step 7, communication via writing has been poor and never addressed any concerns or unprofessional repairs, *** instead called me on his cell phone which is not a recorded line. Therefore, step 7 failed.

  Step 8, does not apply.

  Step 9, Premier are the only ones who have repaired the system.

  Step 10 can't happen because they never scheduled a factory representative. 
  
  Finally Step 11. "Utmost confidence in the caliber of work performed by our "highly" trained Leads/Service Technicians." Then why did they doubt their repairs when I sent the photos and give me a call to express their sincerest apologies on this whole situation? 

  Again, I want my refund because they have failed on all accounts including their "**Certain Conditions Apply**"

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

  

  Business response

  10/28/2022

  The company removed the condenser unit on 10/25/2022 and will provide a new condensing (Spring of 2023) unit for the customer once he has completed his patio/backyard landscaping project.  From a company perspective this issue has been resolved diplomatically by both parties.  

  Customer response

  10/31/2022

   
  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.

  They will also be providing two years of maintenance.

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

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a new furnace and ** installed recently and it started making this whistling sound almost immediately. Within 2 weeks the ** couldn't even maintain a temp of 74 when it was 81 outside.I can't afford to miss work and they insist I do a 4-6 appointment even thought they were completely happy to come quite late to my install when servicing someone else in the morning before. I let them know I would be happy for them to come as early as they like in the morning so I don't delay their day or mine. Management categorically refuses to speak with you directly so it is challenging to make any progress.It is clear that the 100% customer service guarantee they offer unfortunately only applies until payment has been made.

  

  Business response

  07/27/2022

  *******,

  We apologize that you are having issues and we are currently working with you to get these resolved in a timely manner. Please reach out to us directly if you need anything. 

   

  Thank you

  Customer response

  07/27/2022

   
  Complaint: 17588776
  
  I am rejecting this response because:

  The issue still has not been resolved and do not want the issue to time out. Once the issue has been resolved I would be happy to close the complaint. After the BBB complaint they have started responding to my messages and are determining how to resolve the issue with the **** system but it is currently far from resolved. Currently my **** system struggles to cool the house down to even 74 when it is 82 outside. 

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

  

  Business response

  08/19/2022

  Good morning,  

  I've attached a number of emails between ****************** and myself working to address and resolve his concern/issue as ********************* system is within factory ranges.  *********** has worked with ***************** and addressed his concerns and there is one small new issue he mentioned (a very minute whistling noise) that we are working to schedule and have a Technician review one ****************** returns from being out of town.  

  Please feel free to reach out if there are concerns as the collaboration between the customer and the company is addressing his concerns.  

  Respectfully,  

  ******************;

  Premier Heating and Air 

  Customer response

  08/20/2022

   
  Complaint: 17588776
  
  I am rejecting this response because:

  
  

  Their response is not reflective of reality. Summary of current issues:

  1. There is currently a whistling sound when only one zone is used. Originally the general manager tried to explain this due to dust in the system or holes in an a duct until one of the tech explicitly showed us together how that was not true. This sound never happened before with my old system. The general manager said it is due to having a more powerful system but we went from a 80 ton to a 60 ton so I don't quite follow the logic there. I suspect this was somehow altered/damaged during install. The timing is too serendipitous for any other explanation.
  2. The HVAC system struggles to maintain temperatures even above the temperature guaranteed during the initial sales call. I would understand if it couldn't hit 70 when it is 105 outside but it sometimes fails to keep the house at 75 when it is less than 80 out. Please see the attached picture.
  3. Two of their more senior techs both individually cautioned me against closing up the downstairs vents because it creates too much pressure and is not good for the system but the story I received from the general manager changed once the system was struggling to maintain temperature on the upper floor. I am just not comfortable doing something that two experts at Premier both explicitly cautioned me against. I feel like the system should be able to function without me doing something the ***** the long term health of the system. 
  4. The system was flashing red and green and making a high pitched frightening whistling noise the other day and that was extremely concerning. Please see the attached video.

  Unfortunately this problem is not remotely resolved.

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

  

  Business response

  09/13/2022

  Good afternoon, 

  The customer and I have been in dialogue since July 7th, 2022.  I was only able to download 4 of 10 emails and can send the remaining if requested.   The last correspondence ***************** and I had was August 15th, 2022, when he had to leave town unexpectedly and will be in communication when he returned.  

  The issue at hand is ********************** home is 100+ years old-the equipment has been reviewed and checked out on 7/7, 7/8, 7/20 and 7/25 with thermostats and other minor issues reported and corrected.  ****************** also wants to keep his home at a temperature that is outside the manufacturer's specifications. 

  The company has kept in constant communication (10 emails) and are addressing the customer's concerns in a professional and expedintently method.  

   

   

  Customer response

  09/13/2022

   
  Complaint: 17588776
  
  I am rejecting this response because:

   

  The age of the house is not relevant. Before my previous system started having issues this season the house was able to maintain the temperature just fine. The system also didn't make a whistling noise but did IMMEDIATELY after the installation of the new system. Additionally sometimes the **** struggles and flashes red and green while making a high pitched noise. This is not normal. I unfortunately had to be gone for an extended period due to a family emergency but have reached out to the company about when a tech can come out to address the system so we can coordinate our schedules. 
  

  

  Business response

  10/06/2022

  Attached are emails (25+) showing the company has been in consistent, constant communication with ***************** since 08/15/2022.  *********** has scheduled a Factory Rep to be at ********************* home on Monday October 10. 2022 @ 9am.  

  Customer response

  10/07/2022

   
  Complaint: 17588776
  
  I am excited for the factory rep to come out and look at the house/system. I confirmed multiple times with the general manager and the tech that the system is not cooling the house sufficiently even though it should. I am eager to ear how the business wants to coordinate with the manufacturer to address the problem.
  
  Sincerely,
  
  *****************************

  Customer response

  10/17/2022

  A factory rep did come out. He explained that while the temperature differential in the system met expectations it was not operating harder than the system was designed for. Premier recommended an alternative solution that they acknowledge will not address the problem. I proposed an intermediate solution that the factory rep recommended to help with the problem. The details below are emails between premier and myself that provide significantly more context.

   

  Email from Premier on 10/13/2022

   

  Good afternoon *******,
  
  
  I spoke with **** after our meeting and we can up with a plan that might help with the stagnant airflow due to the lack of returns in your home.  Here are a couple of items I wanted to point out:   
  Your new system is working perfectly and within factory specifications.  
  **** and the company staff agree it's vital to keep your fan on to help with the airflow. 
  The slight noise you may hear is associated with the dampers and you may hear it due to the efficiency of the new unit.  
  It's perfectly fine to continue to use the two NEST thermostats  
  The plan for adding returns(s), if you choose to go this path, is as follows.  
  Cover your existing return and build a "duct wall" around the existing return, from floor to ceiling.  The "wall" will have the potential of 3 high returns and then 1 low return.  (*****/myself and one other can do this at no charge to you). 
  From a customer standpoint, it will not look very pretty, and it may help alleviate the stagnant air.  We are not 100% positive that it will work, but that is the option, and plan that was devised.  
  As a customer, you may be able to have someone come in and drywall around it, but again, it's going to change the way your older home looks.
  Unfortunately, this is a best-case scenario as I spoke with a number of HVAC representatives and they couldn't come up with a different solution or outcome. 
  The company understands this is a delicate scenario, let me know your thoughts.
  
  
  Respectfully,  
      
  ******************* ||  General Manager

   

  My response from 10/17/2022

   

  ***,
  
  
  There are a couple conversations going on so I am going to arrange them by subject.
  
  
  Nature of the agreement
  
  
  I am elated to hear that we agree upon the nature of the guarantee as originally stated in the sales conversation I had with Premier that Premier is guaranteeing the system to be able to hit a certain temperature not that there is a 20 degree F differential between input and output. This is evidenced by the initial phone call where the system was sold to me, stated in person by multiple techs (*********/*****), by you in person, and the multiple instances where you and Premier have stated and restated your desire to give a 100% customer satisfaction and acknowledged that currently the system is failing to properly cool the house.
  
  
  Given the now agreed upon nature of the agreement we are at the mutual understanding that currently Premier has not yet met the minimum standards for this arrangement though are dialogues clearly indicate that intent and desire and for that I am grateful.
  
  
  Current State and Next Steps
  I am quite confused by your response as the factory rep **** portrayed quite a different message than is articulated in the preceding email. While the factor rep **** validated the temperature differential met the minimum threshold he commented that the machine was not within certain specs because the machine had to work so hard to cool. I unfortunately don't remember the exact unit but he said the system was intended to run below .15 UNITS, was rated up .5 UNITS, but was actually running above that. We definitely don't want the system being run harder than the manufacturer designed it to run. I consider this a basic minimal expectation.
  
  
  I did hear **** say the fan is helpful but ********* has said multiple times during his last visit, and I asked him to confirm, the fan should not be required in order to accomplish this.
  
  
  In your previous email you say that the duct wall would "not look very pretty" and that you are "not 100% positive that it will work". I don't think a solution that we know will not only look ugly but probably doesn't actually fix the problem from occurring is a wise choice. Luckily, **** mentioned several options that would help address the situation. **** and I agreed that the options for the above door openings or a connection between the upstairs rooms through the attic are bad options due to the excess noise. He even stated that this is a "cheap" method being done in new homes and people are unhappy with the poor construction quality. He mentioned several options for adding additional vents into the interior (drywall not plaster) walls of the house and he said he thought those would address the problem. I understand that the "knock it out of the park" solution would be costly to Premier. I am not trying to force premier into purchasing the most expensive just because solves the problem. I am absolutely happy to be respectful of Premier's budget as well. I just want Premier to deliver on a solution that address the problems but does not have material impact to the aesthetic of the house, creates noise problems, or any other basic things other homeowners wouldn't want. **** recommended the middle road where iteratively additional vents are added. This way only what is needed needs to be installed is installed and the overall cost is minimized. This is also the path I recommend.
  
  
  Your last email says you weren't able to find the right contractor. I would be happy to find them and connect you with them if you would like!
  
  
  Please let me know if you would like me to do that!
  
  
  ****

   

  I just sent the email so they have not yet had the time to respond. I really hope they are willing to follow the guidance from the factory rep. I am surprised that they offered a solution that they didn't think would address the problem when he stated several options that would actually address the issue.

   

  Please let me know if any further details are needed.

  

  Business response

  10/28/2022

  Both the company and the Factory representative provided solutions, both economically and the proper solution for the system.  Per the factory representative the system is working per the factory specifications.  The issue at hand is the customer is wanting the company to expend financial resources to address his duct-work issues.  *********** has provided a alternative, less expensive solution, but we are not sure if it will address the lack of return air vents for the home.  *********** has been to the home numerous times and have expressed the issue is not the system.  *********** doesn't offer ductwork replacement or upgrades and the customer would like the company to help pay for his ductwork upgrade, with and through another company, which the company has politely declined.          

  Customer response

  10/29/2022

   
  Complaint: 17588776
  
  I am rejecting this response because:

  The company is being dishonest about the nature of the agreement and what the factor rep said. The company guaranteed the system will be able to cool until it hits 72. The system does not. They agreed this is what the system will deliver, not any other specification. The factory rep said the system is working harder than it should. The company presented an option that they said would not only be unattractive in the home but acknowledged in writing would NOT fix the problem. They are now pretending like this was a reasonable option. The factory rep suggested a staged approach to save money that will address the problem but Premier does not want to fix it and deliver on their commitment because it will cost more than expected. They pretended they couldn't find a contractor to do this work so I offered to find one and they ignored my communication until I had to follow up several times and finally reach out to someone else in the business. They initially lied and said the rep didn't suggest any solutions so I reminded them exactly what he suggested. Premier is no longer acting with good intent. They want to avoid providing the service they know they need to. I have gone beyond "this is a frustrating problem" to feeling like Premier is circumventing their obligations. Their previous messages wish dishonest and misleading. I hate that the correct solution costs them money. If they were so concerned alternative measures might be needed they should have reflected that in the agreed upon price. Unfortunately, this is work that needs to be done otherwise I cannot say they have successfully installed a functioning HVAC system that meets minimum standards. The fact that it is going to cost them money to fix this problem doesn't mean they can claim they have delivered at minimum expectations. 
  
  Sincerely,
  
  *****************************

  Customer response

  11/14/2022

  Company offered a 100% customer satisfaction guarantee and that "certain conditions may apply". The company claims I should not be allowed to return the system since the machine cools the system according to the standards for that machine. There have been numerous problems cooling the house so I hired a third party to evaluate the equipment. They informed me that the system was poorly installed and the system they installed was clearly not powerful enough for my home (I have this in writing from another HV** company). If I hadn't learned that quality of the install was poor I would have asked to just up the size of the ** but I am not comfortable continuing to work with a company whose work is sub-par. I just want my money back so I can hire someone to do the job properly.

  

  Business response

  11/28/2022

  In response to the customer's concern, the company has offered the same solution multiple times and the customer doesn't want to move forward.  *********** addressed the concern with the customer, with a highly qualified factory representative, and was met with resistance.  To clarify, the system operates at factory standards, per the factory representative.    

  Customer response

  11/29/2022

  Complaint: 18403941
  
  I am rejecting this response because:
  
   This is a separate complaint. The business is failing to live up to their 100% satisfaction guarantee as offered per the initial sales call. They offer a money back guarantee and refuse to acknowledge it. The other complaint is from trying to get them to fix the problem. This is a complaint about their refusal to live up to their money back guarantee. 
  
  they are more focused on making a ************ than delivering a working system. 
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  July 2021, Premier Heating and Air installed both a new furnace and air conditioner. The air conditioner selected with the help of their sales person **** was chosen in part because it qualified for an XCEL rebate and Premier would file the paperwork. After a few weeks no rebate was received and XCEL confirmed by phone no request had been received. Over summer and fall 2021 I made several contacts with Premier by phone, text and email still no rebate. And one phone contact, premier staff stated they failed to do the appropriate test and would come out and then process the rebate. Premier canceled saying weather was too cold and they would have to do the test in the spring. I called them when there was a warm streak and Premier said they would just proceed with filing paperwork for a rebate. No rebate. My phone call to them last Saturday, staff person said she could see in our records various interactions but an appropriate person was not in on that day and we would be called on Monday. It is now Thursday and there has been no response from Premier. On our contract the job was listed as number ********

  Customer response

  05/26/2022

  This message to the Better Business Bureau is to inform you our complaint concerning Premier Heating and Air has been resolved Please note in your records. 
  
  A pleasant company representative, *******************, called and then provided a check equivalent to the expected rebate amount as well as a complementary year of service. It was frustrating not to be able to resolve this sooner, but are pleased with the outcome. 
  
  **** and *************************
  

  
  

*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. ↩