Complaints

This profile includes complaints for Art Plumbing, Air Conditioning & Electric's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Art Plumbing, Air Conditioning & Electric

  Serving the Tri-County Areas 4151 NW 124 Ave Coral Springs, FL 33065

  
• 

  Art Plumbing, Air Conditioning & Electric

  4151 NW 124th Avenue Coral Springs, FL 33065

  

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:02/20/2025

  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.

  On September 30, we hired Art *** Conditioning and Plumbing through ********** home service to replace a gas hot water heater. The technician spent the entire day installing the water heater, then discovered it was defective and a replacement part had to be ordered, leaving us without hot water for 11 days. On October 11 they returned to finish the installation and replace the defective part. The permit for the work was pulled on 10/21. On 11/25 we failed the inspection due to an incorrect flue pipe having been installed. Since that date we have repeatedly reached out to the company asking for status up date and a completion date for changing the flue pipe. No one calls us back. We have been repeatedly told all managers are in a meeting, the part is on back order, or someone will call us by days end. We still have an open permit that will expire in May, but we dont think its reasonable to wait until May for this simple flue pipe change to close the permit. I would like the job finished immediately, or a partial refund so we can hire someone else to finish the job

  

  Business Response

  Date: 02/21/2025

  The water heater manufacturer's warranty is quite defined, the manufacturer will replace the parts that are bad or the tank if leaking. We followed the process. As far as the small section of flue pipe in question, the section we installed is legal and acceptable, the Chief plumbing inspector's interpretation and our interpretation are at odds, we are in the process of working with the Chief Plumbing Inspector to reach an agreement.

  We are well aware of the timeline for the permit. The section of flue pipe in question has been in use and un-questioned for years and years across the country and by our company, we have never been questioned about it, nor has our vendor or the manufacture had an issue, the water heater manufacturer also includes it in its manual. 

  The heater is working, safe, and proper. 

   

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22966392
  
  I am rejecting this response because:  We have been in contact with the inspector, ******* *******, and he explained that the flexible flue pipe used is not up to code and that this has been pointed out to your company.  He said he explained that the rigid type pipe that was originally used was acceptable and that the solution to this issue was to replace the flexible pipe with a rigid pipe. Mr. ******* further explained that he had been in contact with a Miami-Dade Chief Inspector on this matter and the Inspector agreed with Mr. ******** assessment that this flexible pipe was not up to code. 
  

  On a personal note, I find it distressing that the only way we could get any information or updates regarding this issue was by going through the BBB. Perhaps basic communication from your company could have prevented all this. Instead, there has been a non-response to all of our calls and zero communication about the status of our job. Very unprofessional and frustrating. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/26/2025

  It is not uncommon to have disagreements with inspectors and code interpretation. We stand by our interpretation, as to what we installed being up to code. When dealing with inspectors they have the upper hand even when we disagree, because all they have to do is fail the installation and keep the job from passing. I find it amazing that what we installed is the same product we have been installing as well as every other contractor in ************* for the past 20 years without issue, and now in this building department with this one inspector this product is not acceptable. Makes you want say hmmmmmm. Like i said before not belaboring the project and for the sake of the customer we will return and install the what the inspectors wants even though, we, as well as many others interpret the code and product as being within the code. 

  Customer Answer

  Date: 02/26/2025

   
  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,
  
  ***** ******

  

  Business Response

  Date: 02/27/2025

  We will get this completed withing the next two weeks pending the material availability.

• Initial Complaint

  Date:02/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I regret ever choosing Art Plumbing, Air Conditioning & Electric to install my HVAC units. While their initial price was lower, the long-term costs and frustration have made it an expensive mistake.From day one, their installation was riddled with errorssuch as forgetting to wire my AC properly to making my unit air conditioning-only when they attempted to fix it. They even tried to charge me for their own mistakes and refused to fix urgent issues over the weekend, leaving my unit ************* forward 1 year, and Im now shelling out over $1,000 to fix a refrigerant leak caused by a poorly soldered joint from their original installationsomething that should have been done right the first time and lasted the lifetime of the unit. Their response? A service fee just to assess the issue, no accountability, and no labor warranty to stand behind their work.Don't be fooled by the positive reviews! They care more about their online reputation than their customers. Many of the negative reviews never stay up because customersme includedare pressured or offered incentives to remove or change their ratings after complaining. But if something goes wrong, you will get nowhere working through them directly.

  

  Business Response

  Date: 02/21/2025

  The installation was covered by a 1-year warranty, ***** contacted us over a year after the expiration of the warranty. Said differently 2 years after the installation. The leak is NOT repeat NOT on any of the connections we worked on or touched, in fact the leak has to be located. We gave ***** solutions to locate and repair the leak. ***** feels that this unfound, un-located leak that has nothing to do with our previous work should be covered under her expired warranty. If the coils are leaking then the coils would be replaced under the manufacture's parts warranty, which does not include the labor or refrigerant. If the line set (the copper lines that connect the indoor and outdoor units for refrigerant flow) is leaking, then that would NOT be covered under any warranty since those lines were existing. 

  We will perform the leak search at no charge, ***** would have to pay for the repairs.

  What should we do?

  

  Business Response

  Date: 03/07/2025

  when will this complaint be closed? We did nothing wrong; the unit was outside of the warranty period, we gave her solutions to her issues.

   

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I had my AC replaced through **********/Art Plumbing on 12/20/24. After having to wait 2 days after my promised installation date, because *************** was expired/not on file with the city, I finally had AC again. The next day I noticed some of the paperwork was for a Tempstar, not the Rheem I had purchased. I went to the roof to check the unit and it was indeed a Rheem, however, I did not trust that anything was accurate at this point so I took a pic of the model # and did some research. It appears the 15.2 Seer efficiency rated condenser I signed the contract for was not installed and instead a 14.3 Seer rated condensor was bait and switched. Art's response: "we matched it with a bigger air handler to make it more efficient so it is 15.2 efficient". Yesterday I noticed the air handler has not 1, but 2 model # stickers. The second sticker shows it was used/refurbished in October 2024. They sold me a NEW unit and bait and switched a USED/REFURBISHED. ********** is doubling down and not admitting fault. Their explanation is that Art Plumbing quotes their units as combined and that they were provided paperwork from Art that the unit is certified 15.2 seer rated. The paperwork from my inspection lists the unit as 15.1 SEER. At no point was it discussed with me, nor did I approve, a lesser energy efficient condensor with a mismatched used/refurbished air handler to "make it more efficient". I am not asking for anything but restitution for what I should not have paid for, but they are choosing to fight me every inch. I hope you are able to help me come to a reasonable resolution with ********** and Art Plumbing. Thank you for your consideration,

  

  Business Response

  Date: 02/02/2025

  The unit is exactly as it was sold, 16 SEER, brand new. Proven over and over. No question. Installed as sold brand new per agreement with the proper SEER Rating. 

  Customer Answer

  Date: 02/02/2025

  The unit installed was the 14.3/15.1 seer not the 15.2/16 seer. See pics with for reference.. The city of Hollywood inspector signed off on a 15.1 seer unit, not a 16 seer. This was also different from what Art plumbing provided me on MY copy of the inspection paperwork which was listed as 15.2 seer. 

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22877992
  
  The unit installed was the 14.3/15.1 seer not the 15.2/16 seer. See pics with for reference.. The city of Hollywood inspector signed off on a 15.1 seer unit, not a 16 seer. This was also different from what Art plumbing provided me on MY copy of the inspection paperwork which was listed as 15.2 seer.
  
  Sincerely,
  
  ********* ********

  

  Business Response

  Date: 02/03/2025

  The unit is 16 SEER per the **** Air-Conditioning Heating and ************************ This is a third-party company that all building departments and manufactures use to rate the equipment. They test and certify the equipment when assembled meets this rating. The Building Department certified the equipment installed per the permit application and then the on-site inspection. The Building Department certified that the system was installed as permitted 16 SEER. 

  Customer Answer

  Date: 02/03/2025

  The paperwork the building inspector had listed the unit as 15.1 SEER. The copies sent to me prior to the inspection listed the unit as 15.2. I had a conversation with him about the fact that I signed for a 15.2/16 SEER and the 14.3/15.1 Seer was installed. I was not provided with the signed copies of the inspection report that I requested and was promised by ART Plumbing. There is a discrepancy with the paperwork Art Plumbing provided to me and the paperwork that was provided for the inspector during the inspection. 

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22877992
  
  The paperwork the building inspector had listed the unit as 15.1 SEER. The copies sent to me prior to the inspection listed the unit as 15.2. I had a conversation with him about the fact that I signed for a 15.2/16 SEER and the 14.3/15.1 Seer was installed. I was not provided with the signed copies of the inspection report that I requested and was promised by ART Plumbing. There is a discrepancy with the paperwork Art Plumbing provided to me and the paperwork that was provided for the inspector during the inspection.
  
  
  Sincerely,
  
  ********* ********

  

  Business Response

  Date: 02/05/2025

  here are the documents

  

  Business Response

  Date: 02/05/2025

  here are the documents

  

  Business Response

  Date: 02/05/2025

  see attachment

  Customer Answer

  Date: 02/05/2025

  the prior response from Art plumbing has an attached quote for a 16 Seer, previous 15.2 which is what I approved. I did not dispute the quote. I am disputing the actual unit installed is a 15.1, previous 14.3 seer. The other attachment is paperwork provided to me with the seer ratings which were different from what was provided to the inspector from the City of *********. This is now my 3rd request to be provided with a copy of the signed inspection report from the City of Hollywood which shows the inspector was provided paperwork listing the unit as a 15.1 seer.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22877992
  
  

  the prior response from Art plumbing has an attached quote for a 16 Seer, previous 15.2 which is what I approved. I did not dispute the quote. I am disputing the actual unit installed is a 15.1, previous 14.3 seer. The other attachment is paperwork provided to me with the seer ratings which were different from what was provided to the inspector from the City of *********. This is now my 3rd request to be provided with a copy of the signed inspection report from the City of Hollywood which shows the inspector was provided paperwork listing the unit as a 15.1 seer.
  

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

  

  Business Response

  Date: 02/07/2025

  what is attached is what was installed, brand new from the factory.

  Customer Answer

  Date: 02/13/2025

  I have requested the signed inspection report from the City of ********* which listed the unit as a 15.1 Seer which is not the same as the documents Art Plumbing has been responding with. If there was no wrong doing, why won't the company submit the paperwork?

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22877992
  
  I have requested the signed inspection report from the City of Hollywood which listed the unit as a 15.1 Seer which is not the same as the documents Art Plumbing has been responding with. If there was no wrong doing, why won't the company submit the paperwork?

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

• Initial Complaint

  Date:11/20/2024

  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.

  I had a new (out of the box) air conditioning system and tankless water heater in stalled on 11/11/24. There were holes left from installation that needed to be filled, but none of the 8 technicians in my home all day had the equipment to do that. Within 24 hours the a/c started to leak. I called to advise them of the issue. 2 days later a technician was sent, but was never told about the leak and could only fill the holes left from installation. I called the office while that technician was in my home and was told someone would come out. 2 days later someone came out and made the problem worse by refitting the condensation line with the whatever parts were on hand instead of the proper parts and the i-flow system they "gave"' to me was again installed improperly. The technician wiggled the condensation line out of the handler instead of removing it properly because it was the end of the day and he didn't have the proper tools or parts for the job. Surprise, surprise - less than 24 hours later the i-flow system fell from where is was "installed" (aka adhered to the wall with a mounting pad in stead of affixed to the wall to accommodate the weight of the unit). While trying to move the i-flow i noticed the condensation line was leaking right where it was "wiggled" out. I called again and asked for a manager to call. No response. I called again asking if I can at least get call letting me know what time someone will come out...again no response. Just a text that no responds to saying a technician is on the way...no time frame or specifics of what they are going to address. The tankless water heater causes my pipes to rattle and they blamed me saying oh it must be the pipes. Well why didn't any one take that into consideration when installing the unit??!!. After advising that the payment was going to be halted and several calls to the office advising of my frustration, a manager finally decided to call back. This has been the most frustrating service experience!!!!!!!

  

  Business Response

  Date: 11/20/2024

  Hi ***********, 
  
  My name is ***** ********, and Im the Director of Customer Success Operations at Art **********************, Air ********************** & ********************. I want to personally apologize for any inconvenience youve experienced during this process. 
  
  Ive spoken with both ***** *******, the head of our ************** and **** Sauce, the manager overseeing AC installations. They informed me theyve been in contact with you, and we are scheduled to address your concerns this Friday to ensure your new system is functioning properly. 
  
  Please know that your satisfaction is very important to us.If you have any further questions or need additional assistance, dont hesitate to reach out. Again, I sincerely apologize for any inconvenience caused. 
  
  Thank you for your patience, and we look forward to resolving this matter promptly. 
  
  Best regards, 
  ***** Campbell 
  Director, Customer Success Operations 
  Art **********************, Air ********************** & ********************  

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22581323
  
  I am rejecting this response because:

  After repeated complaints and service calls I had to withhold payment in order to get even a half hearted response.  I finally have a system that is "working" but even the inspection by the city was an absolute nightmare. Your technician didn't show up until after the inspection window. I called your office and was lied to about the technician location. He was parked 100 yards from my home. I asked the office if that was my technician and they said no multiple times.. they never called him to redirect to the right house. My inspection was failed and had to be redone after the technician finally showed up.. im so absolutely disgusted with everyone. I've had to deal with.. this is the worst client experience I've ever had. 

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

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I called arts plumbing air conditioning and electric. They sent out ***** ******. He told me that I needed a new compressor, hard board and coil cost *******. I told him no way I know whats wrong that he was scamming me. That I had 2 companies come out. He then said he had pictures of my unit. I told him no way get out. He lowered the bill to *******. I threw him out. I than received 3 estimates via text for ******* new unit3460.00 and a third for *******. I called a friend she recommended Liet. **** came out looked at said it's just the coil it's under warranty with freon it's ******. I told him what arts plumbing and air conditioning said. **** said there isn't anything wrong with your compressor or hard board. I put a review on nextdoor neighbors. The owner from Arts plumbing and ac called me trying to harass me into changing my review. I told him no way. It's accurate and he should be embarrassed. He got caught trying to rip me off. He then sent me an email harassing me. I paid ****** not thousand like art plumbing and ac were trying to get me to pay.

  

  Business Response

  Date: 10/29/2024

  Dear Better Business Bureau,

  
  We appreciate you bringing this matter to our attention. We take customer satisfaction very seriously and strive to provide the highest quality service. Regarding the specific complaint, we want to assure you that we are actively investigating the matter. We have attempted to reach out to the customer multiple times, including a direct call from our CEO, to discuss their concerns and resolve the issue amicably. Unfortunately, our attempts to communicate directly with the customer have been unsuccessful, as she was unwilling to engage in a productive conversation and instead chose to be verbally abusive.

  
  Please note that all we did was assess our system and give her an estimate. We also assessed a dispatch fee, as we would with any other customer under similar circumstances.
  We are committed to resolving customer complaints and ensuring that our customers are treated fairly. 
  
  ***** ******** Sr.
  Director of Customer Success Operations
  Art **********************, Air ********************** & ********************

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22485847
  
  I am rejecting this response because: this is  about defrauding a consumer..  arts plumbing air conditioning sent ***** ***** to my home. ***** tells me that I need a compressor. A hard board and a coil and the cost is *******. I had already had an estimate and knew what was wrong and how much it should cost. I didn't need anything but the coil which is under warranty. After telling the tech this he changed the estimate to *******at which time I asked him to leave. A few hours later **** came out from another company and said nothing was wrong with anything just the coil needed to be replaced. It cost me ******. Arts technician showed pictures of a bad compressor. It wasn't mine. Had I not known the problem arts plumbing and air conditioning would have gotten away with selling me a compressor and a hard board I didn't need. 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 10/30/2024

  Dear ******* ********,
  
  We appreciate you bringing your concerns to our attention.We take customer satisfaction very seriously and strive to provide the highest quality service.
  We understand you are frustrated and want to assure you that we are committed to resolving this matter. We are open to discussing your concerns and finding a solution that meets your needs.
  Please let us know how you would like to proceed.
  
  ***** ******** Sr.
  Director of Customer Success Operations
  Art **********************, Air ********************** & ********************

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Defective Air Handler, Mismatched Seer2 and Model, and Unacceptable Delays in Resolution Defective Air Handler and Immediate Action Required:The installed air handler is defective upon arrival, causing the ** system to run continuously 24/7, leading to significantly elevated energy usage and discomfort due to ineffective climate control. The ** unit was purchased on September 20, but at no point were the air fans or other components tested to verify the HV** systems proper functioning. On September 23, I contacted customer service for the first time. Despite my persistent daily follow-ups, the issue has not been resolved until today. This delay is unacceptable and has had a significant impact on both my living conditions and my work schedule.Mismatched Seer 2 number and Inconsistent model numbers on Documentation: In addition to the defective equipment, there is a serious issue with the documentation provided. The air handler information on the signed quote, installation agreement, and the air handler unit itself do not match. The SEER2 information, which is crucial for energy efficiency verification, is absent from all supporting documents except for the signed quote. The quote specifies that a 4 Ton 16 SEER2 ****** EL 17 Elite Series single-speed condenser will be installed, paired with a variable speed air handler. However, the HV** certificate provided to the government clearly shows 15.2 SEER2.Notes: I have included all three documents. All of them have mismatched air handler information, and the air handler is defective with mismatching seer2 Ratio. The correct seer2 is 15.2 not the 16 seer2 on the quote. **** DEPOT - HV** Installation PDF shows the correct model numbers and seer2 information.

  

  Business Response

  Date: 10/08/2024

  Mr. ****** *****,
  
  As we have discussed on at least 2 occasions the 15.2 seer it is too standard But we have agreed to replace it with a 16 seer we have already contacted you to schedule this installation.

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

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22381233
  
  I am rejecting this response because:
  I clearly requested a 16 SEER2 model.
  The quote indicates 16 SEER2. The engineer who handled the sales informed me that no one uses SEER anymore, and anything he mentioned or showed on the document will use the SEER2 standard. The tax incentive also uses 16 SEER2 as the qualifying standard.

  I requested a quote for a 4-ton Lennox 16 SEER2 HVAC system. The quote indicated an EL 17 Elite Series single-speed condenser, paired with a variable-speed air handler, ensuring a high level of energy efficiency.
  I signed the quote on September 17, 2024, and the installation was scheduled for September 20, 2024. On the day of installation, I observed numerous discrepancies and faced several issues that have yet to be resolved. These issues include installing equipment that does not meet the specified energy efficiency rating, a lack of SEER2 information in the documentation, and inconsistent model numbers across various documents.Additionally, the air handler is defective and causes the system to operate continuously, significantly increasing my energy costs and compromising comfort. Please address these issues promptly. The delays, lack of transparency, and failure to provide a working HVAC system have caused substantial disruption. I request that the necessary corrective actions be taken within the next two weeks, or I will consider further escalation,including contacting regulatory bodies or seeking legal recourse.

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

  

  Business Response

  Date: 10/09/2024

  Dear Mr. ******************* you for your detailed response regarding complaint ********.We apologize for the inconvenience and frustration caused by the discrepancies in the **** installation and documentation.
  
  After reviewing your concerns, we understand that you requested and signed a quote for a 4-ton Lennox 16 SEER2 system. We would like to confirm that we have already replaced the ** system with the correct 16 SEER2 model as specified in your original request. However, we acknowledge that there are still issues with the air handler and discrepancies in the documentation that need to be addressed.
  
  To fully resolve these concerns, we are taking the following steps:
  1. Verification of Documentation: We will recheck all documentation to ensure it correctly reflects the installed equipment and the SEER2 standard and address any discrepancies in model numbers.
  2. Replacement of 15.2 SEER Air Handler: Complete.
  3. Timely Resolution: We are committed to resolving all outstanding issues.
  
  We value your business and regret the disruption this situation has caused. If you have any additional concerns in the meantime,please do not hesitate to contact us directly.
  
  Thank you for your patience and for allowing us the opportunity to correct this.
  
  Sincerely, 
  ***** ********
  Director of Customer Success Operations
  Art **********************, Air ********************** & ********************  

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22381233
  
  I am rejecting this response because:

  1.Let me clarify this: the malfunctioning 15.2 SEER2 system remains unchanged. Art Plumbing sent someone to my home without notice on 10/09/20924. Since I was not notified and not at home, I cannot confirm the reason for the visit. It is inappropriate to claim something that has not happened as a fact. The following statement is false: We would like to confirm that we have already replaced the ** system with the correct 16 SEER2 model as specified in your original request. 

  2.The following claim is related to the previous claim, then it is also false:
  Replacement of 15.2 SEER Air Handler: Complete.

  
  3. Art Plumbing has not provided clear details about the replacement or the timeline for the replacement plan through phone,message, email communication as of ******** a result, timely resolution is currently more of a slogan.
  
  4.I also demand compensation for Inconvenience, Malfunctioning System, Mismatched Components, and Delays in Resolution:
  
  I purchased a new HV** system, expecting reliable, efficient performance, but was instead provided with a malfunctioning unit that fails to meet the specifications outlined in the signed quote. Not only does the system operate continuously due to defective components, but the air handler and SEER2 rating do not match the agreed-upon standards, resulting in significant inconvenience and a lack of promised energy efficiency. Despite repeated requests for assistance, I have faced excessive delays and poor service, with no timely or adequate solution provided. Selling a new system that does not meet its advertised quality and then failing to provide prompt resolution is both unfair and deceptive. I am requesting a partial refund to account for the substandard service, the mismatch in system components, and the prolonged disruption this has caused in my daily life.
  
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  In February of 2024 I was at ********** and took an offer there to have Art *** Conditioning of ************* , ** do an ** check up. Their technician did the inspection and said the *** conditioner was 4 years old and everything was fine. No problem. At the end of July 2024 my ** was not cooling. I called Art ** of ************* to help me repair it. ***** the technician from Art ** responded. He checked the ** unit on the roof and determined that a 25 amp fuse on the roof had blown. He said the compressor was bad because it tripped the 20 amp circuit breaker. However, the fuses on the roof allowed for 25 amps. So tripping the 20 amp circuit breaker meant nothing. However, I was not told that. So then he quoted me $2100 to replace the compressor. He said that was likely not going to last too long. I may not even had needed a new compressor . He quoted me over $5,400 to replace the entire *** Conditioner. I thought that was high and I asked ***** about it. He said that was the price. He said it was over $500 just for the crane fee. Thinking this was probably a fair quote from a company backed by ********** I accepted the quote. The company came the next day and installed the new Rheem *** Conditioner. The installation went well. However, I discovered that the going price for a new American Standard Computer was $4500 to include all the associated parts, permit fees, crane lift fees etc. The American Standard is usually $400 more than the Rheem that they installed for me. For this reason I believe I was either told I needed a new ** erroneously, quoted mistakenly or taken advantage of by Art **. Im 74, a military veteran with a severe health problem and I dont think this should stand this way. I asked to speak to a manager on the phone and I emailed them. . I would rather not have to deal with this at all just be happy with the service. At 74 I really dont have time for these situations. No one has called me back.

  

  Business Response

  Date: 08/13/2024

  Response to BBB Complaint: ***********************
  
  Dear ****************,
  
  Thank you for bringing your concerns to our attention. We regret any frustration you have experienced and appreciate the opportunity to address your concerns.
  
  First, we want to acknowledge that you approved the estimate provided by our technician, *****, and that you complimented the installation team for their work. We value your feedback and are glad to hear that the installation process went smoothly.
  
  Regarding the pricing, we understand that you have since found other systems at different price points and are requesting a billing adjustment. It is important to note that the prices we quote are based on several factors, including the quality of the equipment, the complexity of the installation, and the associated labor and overhead costs. Additionally, we provide estimates that reflect the market conditions and pricing structures at the time of the quote, ensuring that we offer reliable and high-quality services backed by our partnership with The Home Depot.
  
  When you accepted the quote, it was done with full awareness of the costs involved, including the specific equipment and services to be provided. The quote included the cost of the Rheem system, crane fees, labor,and other associated expenses. The Rheem system installed is a reputable and reliable brand, and we stand by the quality of the product and the work performed.
  
  We also want to clarify that our technician's assessment and recommendation for replacing the compressor and eventually the entire AC unit were made with your best interest in mind. The goal was to ensure you received a long-term solution rather than a temporary fix, which may not have lasted as long and could have led to additional costs and inconvenience down the road.
  
  We appreciate your service as a military veteran and understand the importance of clear communication, especially given your health concerns. We apologize if our communication fell short of your expectations and for any delay in our follow-up. Our team is committed to resolving any issues,and we regret that you feel this situation was not handled to your satisfaction.
  
  Considering your concerns, we would like to discuss this matter further to explore any resolutions. We will have a senior manager reach out to you promptly to address your concerns directly. Our goal is to ensure your complete satisfaction and to maintain the trust you placed in us by choosing our services.
  
  Please expect a call from us shortly to discuss this matter further. We are committed to finding a resolution that is fair and satisfactory to all parties involved.
  
  Thank you for your understanding, and we look forward to resolving this matter with you.
  
  Sincerely, 
  ***************************
  Director of Customer Success Operations

  Customer Answer

  Date: 08/16/2024

  Im not sure what you want me to do now. I would be interested to talk with them at ART air conditioning. However, I didnt know whether I should click that I had accepted their solution until I actually talk to them. So I was afraid I was closing out the complaint. Am I supposed to say I accepted their resolution before I speak with them?  They have not called me yet. 
  Thanks , 

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

  Complaint ********

  Phone.   ************

  Customer Answer

  Date: 08/20/2024

   
  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,
  
  ***********************

  Customer Answer

  Date: 08/28/2024

  Dear BBB, 

  I thought that Art *** Conditioning would have the courtesy to contact me as they stated in their reply.  As of this date the company has still not had the courtesy to contact me.  I am still expecting them to contact and cant understand why any professional company can not keep their word to contact me.  Can you please help me with this complaint? 
  

  Sincerely, 

  ***** ******

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

   

  

  Business Response

  Date: 09/02/2024

  Hi ***** ******,
  
  I apologize for the delay in responding to your request. Our management team is actively working on this, and you can expect a call and a quick resolution to your situation.
  
  Thank you for your patience.
  
  Best regards,  

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

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On June 26, 2024, we had a technician come to our condo to do a check up on the A/C due to our membership was to be canceled by ART plumbing because of a different platform being offered. **** offered for us to get this done since the membership was paid for 5 months. ********* the technician came over to provide the service, after said and done with it he told us everything looks good, no issues with the A/C. Approx. 3 weeks later, I was cleaning out the air filter and noticed there was a large stone (rock) wedged between the *** drainage pipe and I removed it not knowing why it was there in the first place. Two days later the A/C started to leak water to the floor and puddles of water was flowing towards the main front door to the outside of the walkways. The water sitting under the threshold of the front door is ruined and the door swelled up making the door difficult to open and close. I immediately called ART and spoke with ****** on 7-22-24 @ approx. 1105am, she advised me that ***** (Mgr.) will call me back. On 7-24-24 @ approx. 420pm I spoke with ****** again told her ***** did not returned my call, she said he's in a meeting and that he will call me before days end. On 7-25-24 I emailed ART plumbing regarding phone call by ***** to be returned ASAP. On 7-29-24 ********* called and I spoke with her, she thought I needed service at the place, I said to her, the reason I emailed to ART is because I couldn't get in touch with a manger from ART. I explained to her that ***** was supposed to call me back, she said I will relay the message for him to call you. Today 7-30-2024 I yet to receive a phone call from *****.

  

  Business Response

  Date: 08/01/2024

  Hello ***************************,
  
  Please allow me to start off by apologizing for any inconvenience we have caused by rescheduling appointments because of the usually hot weather over the last couple of months it was difficult to keep everyone on schedule.
  Regarding the rocks you mentioned, please see the attached photographs dating back to 2023. These photos show that the rocks have always been in the same placewe did not add any rocks to your system.
  
  We are committed to making this right and will collaborate with you to address any open items other than the rocks that were in your AC system.
  
  Thank you for bringing this to our attention. We value your membership and your trust in ART Plumbing, Air Conditioning & Electric,
  
  Sincerely, 
  ***************************
  Director of Customer Experience Operations
  ART **********************, Air ********************** & ********************

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  About a year ago they replaced the old ** unit with new, and ever since we never stopped having issues.They must have been to our house at least 30 times so far, and based on the conversation with the technicians, it looks like they sold us a lemon.Instead of replacing the entire condenser unit, which is obviously faulty, they just replaced the compressor; however, that did not solve the issue.So I called and complained four weeks ago that we are still experiencing issues. The ** makes a loud banging noise and blows hot/warm air randomly during the day. They sent a technician to take a look, and I have never heard back from them since then. The guy who came said there was not much he could do, and they just needed to replace the entire unit.A week ago, I called to get an update on our case regarding when they are coming to replace the outdoor unit and was told someone would call me back. Well, no one has called me back since then. I'm tired of calling this company every week. They have all the info that they need, and they are aware of the issue, but they have never followed up or provided any update on our case.

  

  Business Response

  Date: 07/26/2024

  Dear ***********************************,
  
  Thank you for bringing this matter to our attention. We apologize for the inconvenience and frustration you have experienced with your new AC unit. Your concerns are important to us, and we take them very seriously.
  
  Based on our review of your file, I understand that you have been working with *************************, the director in charge of the air conditioning department. Please rest assured that we are committed to resolving this issue to your satisfaction. Our team will review your case thoroughly, and a representative will contact you promptly to provide an update.
  
  We appreciate your patience and understanding as we work to resolve this matter.
  
  Best regards,
  
  ************************;
  Director of CSR/DSR Operations 
  Art Plumbing, Air Conditioning & Electric  

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  In June, I contacted this company to get a technician to run a diagnostic to ensure my AC Unit was functional. I suspected it may need a cleaning, but nothing more than wear and tear since the unit was installed 2 1/2 years ago. The unit is a high-end unit, and the system was working perfectly, but there was some concern about water buildup. The company first told me they could not make the agreed time and scheduled it for July 2nd. The way they handled it was by calling me to "Schedule a service," and then when I asked them if they were coming out that day, they said Oh, you're right, we just got busy. Not a great first impression but I still tried to work with them. The technician came out and told me they suspected that the rear of the unit (Pan) had issues and that I needed to change the pan, but the best thing to do was to fully replace the coil. I asked why, and they said "it was dirty and your best recourse is to change the coil". Horrified by this answer, I told them that was unacceptable since the unit wasn't that old. They said ok and continued to work on closing up the system. I met them outside and asked about the freon; they said I needed about 1 lb. I asked them to put it in, and they said no, I needed to do the coils first. I said not going to happen I want them cleaned not replaced. They stayed outside for some time, and I let them come back in to charge me. Today (July 3rd), the unit is not cooling below 80 degrees. It's in the worst shape. I tried to get them to come out with an emergency call, but I got the run around that it is after 7 PM, and they are unwilling to help. They have left me with kids and pets in the worst shape because the unit was fine before. Unbelievable that I am in this situation.I am now out of pocket for their diagnostics and have had to call a different company to come out and fix the work they did in an emergency fashion.

  

  Business Response

  Date: 07/05/2024

  Hi *********************,
  
  Thank you for reaching out to us and expressing your concerns regarding the technician's explanation of our parts warranty program.We appreciate your understanding and the opportunity to return to your home to clarify this process and get your system to produce cool air again.
  
  We are scheduled to come back this Monday to replace the necessary part. I would also like to thank you for taking my call today and allowing us to work through this process.
  
  I will reach out to you again after the additional work is completed on Monday. In the meantime, if there is anything else I can assist you with, please feel free to reach out to me ************.
  
  Best regards,
  
  ******************************* 
  Director of CSR/DSR Operations 
  Art Plumbing, Air Conditioning & Electric

  

  Business Response

  Date: 07/23/2024

  On July 8th we came out to your home as promised and completed all work successfully. 

  

  Business Response

  Date: 07/23/2024

  On July 8th we came out to your home as promised and completed all work successfully.