ComplaintsforLibby Twins Heating And Air Conditioning LLC

• Initial Complaint

  12/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Is the business LIBBY TWINS ************************** LLC no longer in business??? Their 2 phone #s both have an identical greeting, asks that you leave a message at the tone, and THEN says "the mailbox is full, and cannot accept any messages at this time". ************ and ************. This has been the case FOR WEEKS NOW. Prior to the mailbox full, I had also left voicemail but got no return call/contact.Within the last 2 weeks I have sent them a detailed email to their address listed online. NO response, although my email hasn't been returned as undeliverable.MY SITUATION: in 2014 we purchased complete a new Carrier-brand heat pump/ac from Libby Twins. LT also installed the equipment. Carrier has a 10 yr warranty on parts; we had a cooling issue in August 2022, for which a Libby Twins technician came to our home, diagnosed the defect, confirmed he would be ordering a replacement part which was under warranty; the tech took a photo with his phone of our warranty pages so he had the model #, etc. Fine. The tech said that b/c of "supply chain" issues it would likely take 4-probably 6 weeks for the part to arrive at Libby Twins, and he'd call us when the part was in. Then we'd set up a date for him to install the new part.AND THAT IS THE LAST CONTACT I have had with Libby Twins, a company that has been in business for decades, and which has an A+ rating by BBB. I CANNOT GET ANY RESPONSE from Libby Twins. PLEASE investigate whether the company has gone out of business!! THANK YOU. NLahey 05 Dec 2022

  Customer response

  12/23/2022

  ------ Forwarded message ---------
  From: <*****************>
  Date: Wed, Dec 21, 2022 at 10:28 AM
  Subject: FW: BBB Complaint Case# ******** (Ref#***-90761343-********-6-321)
  To: ************************************ <************************************>
  
  
  *****,
  The very same day I submitted my complaint, a technician from Libby Twins showed up at my door...cold call. I was very surprised.
  
  This is the only contact I have had with LT since submitting my complaint to BBB. What the tech told me is that LT is still in business, BUT it is in the process of changing ownership, within the family, to younger relatives. The original owners, the Libby Brothers who actually ARE twins, are now elderly and retired.
  
  So I didn't tell this tech I had contacted the BBB, but I did tell him all the stuff I detailed to your office. The tech says he knows that ***** had gone through the family, and also that there were NOT people in the office at that time, but were working from home. I said, well, nobody is answering the phones! Or responding to emails.
  
  The tech then called the boss from my driveway, and gave me a short updated report: the ** part ordered back in August STILL was on order, so the boss would check with the manufacturer. Libby Twins, he said, will get back to me when they know something.
  
  And that was the end of that. I have NOT tried their 2 phone numbers again to see if they have emptied their voicemail. So I made some progress, but about all I can say definitively is that the business has not closed.
  
  TY.
  N *****

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