Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Saturday 05-11-2024 Approximatly 2:00 pm until 6:30 pm Monday 05-13-2024 10:30am to 12:30 pm Called buisness to get a service call out to us to fix a hvac concern. Tech came out first time and diagnosed problem and fix it same day. The problem began on monday 05-13-24. in the morning around 6:30am with smell of gas. about an hour cutsomers and employees begin to feel sick, lightheaded and can fully smell narual gas. After one service from a new compnay and its an unbearbale smell. We call the company to let them know theres a gas leak and needs to be asap looked as thats a pretty big health and safety problem. The first person we talk with is ******* the " scheduler" She gave no care in the world about the problem and placing us under pretty low priority saying that she can try to get somone out. Yes we understand nothing is now but we just spent quite a bit of money to get something fixed so i would imagine with natrual gas and being a first time cutomer there would be some level of customer service there. After the first call, we called again after an hour and same girl answers and is now a lot more rude. We ask for manager or owner and refuses to transfer , then after telling her its a gas leak proceeds to say " this is not my problem im juts a scheduler" well unfortunatly you got put into place where your first to answer the phoe therefore supposed to be front line in cutsomer servuce. Clearly not. My general manager gets a call from the owner, *********************. It seemed it was all goig to be okay from there. **** apologizes and gets the tech here immediately. Tech gets here and is very rude then coming in showing us whats "broken" and proceeds to throw the broken part at a technician of our own. **** the "owner" calls and threatens the general manager to come to our place of buisness and fight him. All while the "owner" **** is at his kids field trip. At the end of fixing thir mistake they charge us an additional 290 dollars that was not approved.

  Customer Answer

  Date: 05/14/2024

  Update, we go to where they did the work and nothing was put back together, as well as the heat still is not working we came in this morning and the heat is at 80 degrees and the thermostat shows 51 degrees for an hour of running. Used to to heat up a lot faster before this work was done. 

  

  Business Response

  Date: 05/24/2024

  Hello am update here I ********************* have worked things out with Service street there was a huge miscommunication from the start on that Monday morning and it started with my front office after listening to the call recording I came to the conclusion that none of these events should have taken place if the call was handled in a different manner. 
  

  So I  went down to the store in person to apologize for how the snow ball effect happened that day. 
  I spoke with a couple people there ***** was the main contact that I spoke with. I think everything was worked out and we came to an agreement on moving forward and we both agreed all events that happened could have been avoided.  Please see image within minutes of me leaving their store they wrote us this 5 star review and was happy with the outcome.

  Review on ****** name -Store401

  I Don't think this should be a complaint on the BBB can you reach out to Service street and see what they think. 
  Thank you. 
  **********

  Customer Answer

  Date: 05/24/2024

   
  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,
  
  Service Street

• Initial Complaint

  Date:07/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 06/16/2022 I paid the business $198.00 for HVAC service to perform maintenance on my heating and cooling system.By paying this pre-paid service fee, the business would be obligated to provide seasonal maintenance on my homes air conditioning and heating system. They essentially would come out in the fall just before winter and again in the spring/summer to perform maintenance.The issue I have is the satisfaction with the performance of its duties and also the lack of complete service for which I paid. I am not satisfied with the most recent service they were to perform on my cooling unit. A technician come out and only serviced the outside compressor. I asked did they want to go down into the basement and service the inside compressor for my a/c unit and they stated it was necessary. Ive never had this happen with all my years of calling technicians for service for our heating and cooling system.I would then call the office and request my dissatisfaction with the service and ask that a technician be sent back out again to service the inside of my unit. They would oblige and schedule service to have a technician come back out. No one showed. I would again call and schedule another appointment for about a month out. No one showed. Therefore this company has promised and yet failed to deliver. I was told a manager would call me on two occasions to resolve my complaint. Nothing. As a result, I am requesting a complete and immediate refund of my monies. No compromises.

  

  Business Response

  Date: 07/20/2023

  *************, my name is ********** and I am the owner here at Unique Heating and Air Conditioning *** .
  
  
  This the 2nd 1star review that you have wrote for my company in the past month now!
  Here is the true story of what has happened  any you home that I have from my Technician and my  Dispatching software.
  
  
  So my technician came out to provide a Ac tune up service for you he knocked on your door and you asked where he would like to start he stated he wanted to come in your home to 1st check the air filter and to turn the thermostat on and you told him that you just changed your filter to head around to the ac unit that you would turn on the Ac unit. You then meet him out back while he performed the tune-up and it started raining so he waiting the rain out in his van and once it stopped raining he continued on with finishing up the tune up. You did Not allow him to come in your home for whatever reason that was. 
  So since you did not let him inside and changed your filter he did all he could do for you. 
  The. You wrote a 1 start review over a month ago , I tried reaching out to you to resolve this and I got your voicemail.
  
  
  You then later called back in a month later which was on  7-17-23
  So my office had you scheduled 2-4 because you wanted another tune-up. So I tried calling you personally 4 times with no answer left a voicemail to discuss why you thought we should come back out and tune the unit up again when it was done a Month prior. 
  I also text you same day as well as the 4 calls I made with no response  from you so I had my office take the call off the schedule until we spoke about the service to see what the issue was and your side of the story. 
  
  
  So as far as I am concerned this is a bogus review for the second time by you.
  
  
  I have tried reaching out to see what I could do to better your service and you are unreachable.
  
  
  If my company is so horrible why would you call us a 3rd time?  And since we've tried several times to reach out to you and have received no responses back from you we will no longer be doing business for you so please find another company to call, harass, and write bogus reviews about! 
  
  
  
  
  Have a wonderful day. 
  ************

  Customer Answer

  Date: 07/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The owner took the time to hear both sides of the story (from Technician and I) and reconsidered. There was what appears to be a huge misunderstanding and miscommunication.

   After the owner and I spoke, not only did we come to what was a huge misunderstanding but I am retaining the services of Unique Heating and Air Conditioning for my future heating and cooling needs because they EARNED themselves a customer! The owner went above and beyond correcting the issue. Again, I am very satisfied with the resolution of the issue. Again thanks to **** (and *****) because they made things right. I hope the best for the company and that it continues to grow exponentially because they were the exception rather than the rule in business interactions today. All the best!

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