ComplaintsforMid-Florida Heating & Air

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ON JULY20,2023 MID=FLA REPLACED THE **** **IL IN MY UNIT, AT THE **** TECH SAID THAT I WOULD HAVE PAY FOR THE PARTS AND THE WARRANTY ** CHECKED IT OUT I WOULD RECIEVEA REFUND OF $1703.00 I GAVE THEM MY CREDIT CARD AND WAS CHARGED $2030.00 IVOICE #******. OVER 10 MONTHS HAVE PASSED AND NO REFUND, CALL EVERY **UPLE OF WEEKS TALK TO ******* IN ***** OFFICE NEVER RECIEVE A RETURN CALL OR ANY TYPE OF SOLOUTION. HAVE BEEN GETTING THE RUN AROUND FOR 10 MONTHS,

  Business response

  06/05/2024

  I have resolved this with the customer and we have come to a agreement on the refund and the customer was happy on the outcome. 

  Thank You 

   

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mid fl heat and air installed brand new a/c unit and right from the start it didn’t work properly. It ran constantly. It still does. It’s runs extremely noisy. It affects my health due to this by waking me up as it kick on and off constantly throughout the day and night. It has made my electric bill go up considerably. When they told me it would actually go down since I was getting a brand new energy efficient unit. I am permanently disabled and on a very meager income of social security disability income, so this has actually taken food from my mouth as the increase in my electric bills has taken over my food allowances. They have come out and replaced parts that have nothing to do with the problems of running the unit. The Freon is always low, I ask them why should it be low in a brand new unit? But they never answer me. Clay electric, my electric company, has come out twice to do an audit, and has come with devices that have determined that it not running properly and that the cooling is not correct, at the a/c it’s one amount and at the vents another. He left me the forms that I provided to the company but they ignored it. Trying to say that Clay electric doesn’t know what they are doing? Can you imagine? I also found out that this particular brand is in a class action lawsuit for these problems. So I have been asking them for the entire time I’ve been having these problems with the unit, which is since it’s been installed, that they remove it and give me another brand and install that one. They always say they are looking into it and will be out to repair it, but then they ghost me. No one ever calls me back to attend to it. Even recently they don’t even show up for my bi-yearly maintenance. When they first installed the unit they also promised to fix a curved duct which runs to my bedroom making my bedroom the hottest room in the house, it was never done no one ever went up into my attic. The workers said they did tho, and they were believed, not me! Appalling

  Business response

  08/28/2023

  ** ********

  The system was installed on 10/2021 and we have made 7 trips out at no charge to you in an effort to achieve your 100% satisfaction. When you requested we refund for the system after it was installed we contacted Elder Care who paid for the system and they stated if you had system removed that the money paid on your behalf would need to come back to them. After that you decide to leave it in place. Every time out to address your concern there has been nothing wrong with your system but we've made every adjustment possible to reduce the noise you described to our technician. We have changed multiple components that were within manf specs to eliminate those possibilities. The preexisting ductwork to your bedroom was modified to help improve airflow but it was determined it is lack of return air to that room. Therefore there was an option presented to add a return to that room for only $375. We have made numerous attempts (6 attempts per our records) to schedule your maintenance with you since 9/2022. We have not received any communication from you since 9/2022. We can not authorize a replacement of the current system installed. 

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called to report my unit not working on September 27th. Mid-Florida sent technician out on September 28th. These technicians reported to me that my new unit of 2yrs was not working. The technician pulled my filter out and bought it to me and said this is your problem your filter needs to be replaced. I told him I had just purchased a filter in March and my filter didn’t look bad. It was slightly dusty but by no means was it filthy. The filters last up to a year. He said okay I’ll have to verify that with my office. He went back outside and came back and said “ you have a (Bad blower)”. But, due to the storm we will be unable to install it until sometime next week. I’m familiar with technicians doing a complete diagnostic test which normally takes about 45min to an hour. These technicians were at my home for about 10-20min. When a representative called me from Mid-Florida they stated the part was on back order but they would call me back with more details. Over the course of 4 weeks I was told the part had been ordered, the part wasn’t ordered, there was no record of me calling. Then finally the part would be delivered on Nov 7th and technicians would install it on Nov 8th. No one ever showed up on Nov 8th. When I called I was told the company (*******) was doing inventory and my part actually had not arrived and I was not scheduled for installation. I called another company they came out did a diagnostic test which took almost 2hr and they found nothing wrong with my unit other than a dead insect inside my housing that was preventing the unit from making contact to trigger the unit to turn on. So I waited from September 27th until November 17th to be told there’s nothing wrong with your blower it was a dead insect and if a technician would have done a complete inspection from the beginning my family wouldn’t have suffered for 50 days. I have a asthmatic son…the heat was detrimental to him. Customer service was awful with the company. I need a refund!

  Business response

  11/21/2022

  We guarantee our diagnostic to be accurate and stand behind our technicians. However we understand that no one is 100%; 100% of the time. Please provide the invoice from the other company for review to help us determine the status of your refund. 

  Customer response

  11/28/2022

   

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me if reimbursed. The company completed a diagnostic and had to purchase a filter because Mid-Florida technicians removed my filter and didn’t replace it. The company (******) found my unit without a filter and this was unbeknownst to me.  

  Regards,

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

   

• Initial Complaint

  10/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had Mid-Fla servicing my A/C since 2019. In March 2020 I was told I needed a new system. The warranty was for 10 years parts and 5 years service plus I had paid for 3 years servicing. I have had numerous charges since. Mid-Fl keeps insisting I need more equipment, the warranty has expired, repairs are needed, etc. The system repaired in March 2021 and stopped working in May 2020 just 2 months after the replacement warranty expired. The system was serviced at my cost. In October 2020 the system stopped working again. When I tried to get an appointment for service, the receptionist hung up the phone on me. I called another heating/air contractor. I was told the unit installed in March 2020 was the incorrect size, I was over charged, the repairs are suspicious since the unit had a 10 year warranty. I was charged for a UV light that turned out to be unnecessary and inappropriate for this unit, etc. The coolant is in a sealed unit. In 30 years that I have had A/C units, none have ever leaked coolant. This one started leaking coolant during the service in May 2020. I was told by their service employee, it was rain water leaking. The unit is not to work if there is no coolant. This unit was set to continue running so it would burn itself out and result in very high electric bill -- running and not cooling. I had the entire system replaced with a larger unit for considerably less $$ than Mid-Fla charged.

  Business response

  10/28/2022

  *****

  The system we had installed in 2020 was and still is under the manufactures' 10year parts and compressor warranty.  It did have a 2 year labor warranty through Mid-Fla. We show no record of your system having any failures besides a bad blower motor in may 2022. The only option that you invested in additionally was a UVC lamp to reduce & prevent microbial growth, bacteria and virus. Which was optional. This is the first we have heard of your dissatisfaction. We stand behind our installations 100% for one year with our Total Security Guarantees.  Currently the system has been installed for 2.5years which is outside of the Total Security Guarantees time frame and our labor warranty. Why would you not have contacted our office to get resolution instead of calling someone else to remove the system we installed? Based on the information you have stated at this point your request for a refund is not a feasible resolution. Would love to discuss this further. Please call our office.  

  Business response

  11/30/2022

  *** ***** had Mid-Fla install a new system in 2020 that had 2 years labor through and bi-annual maintenance that was included by Mid-Fla and 10years parts & compressor warranty through the manufacturer. The system has had two failed blower motors. One was replaced at no charge to the client because it failed while under warranty and the second was outside of the labor warranty so she did pay for that. Blower motors can fail for a multitude of reasons(utility line voltage fluctuation, excessive moisture or heat, etc)  so the exact cause is unknown. I suspect user error in the thermostat based on the complimentary trip we had made to the home to explain to client how to use it which had it running continuous and she also stated in her complaint that the system ran none stop.

  She claims Mid-Fla hung up on her and wouldn’t provide service to her yet Mid-Fla had a technician in her driveway 50mins later(truck GPS snip shot shows his location) and she wouldn’t let him in & states she was “at a class” yet the times don’t match.

  She called another company who talked/coerced her into replacing a system 2.5years old that was under 10years parts & compressor warranty. Then *** ***** expects Mid-Fla to come pick up the system from her home and refund her. We had no opportunity to repair the system or come to a resolution that the client found acceptable even though the system was outside of our contractual labor warranty. We ALWAYS do everything we can to make clients happy but her request is unreasonable.

  See invoices since install and GPS details in responses to complaints previously submitted.

   

   

  ****** *****

  Mid-Fla Heating & Air

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

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

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

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

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

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

  Customer response

  05/03/2023

   

  I have checked the box "REFUND"  every time for the resolution of my complaint.  The BBB has added to have equipment under warranty removed.  It doesn't work.  FYI:  On October 26, 2022 when *** ******, owner of Central Florida Heating & Air, installed all new HVAC equipment at my home told me he was leaving MId-Fla equipment here to prove the sabotage, the incorrect UV light and the used equipment that was about 10 years old when installed in my home.  He told me after I receive my refund from Mid-Fla, he (*** ******) will remove the MId-Fla equipment  and discarded it at no expense to me.  Why would I want MId-Fla to come back to my home to retrieve used equipment that has no value?  So Mid-Fla can repair it and sell it to someone else, another senior?  I DON'T WANT MID-FLA COMING BACK TO MY HOME!

   

  All I have ever wanted as a resolution to my complaint is a REFUND!  Why did the BBB change my "resolution" to my complaint?  To prevent arbitration?

• Initial Complaint

  08/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new air conditioning unit from them in June 2020. I paid over $7,000 for the unit. I have had to have them out on 3 occasions for issues with the unit not working properly within the last year. They are on their way out again, which makes it a 4th time. They have 1 or 2 of the calls documented as "regular maintenance" and are now telling me that I will have to pay them $99 to come out and see what the problem is. I am not sure if they will be trying to also charge me once they find a problem. I asked the lady if there was a warranty and she said "yes, parts only" indicating that I would have to pay any labor. I think it is quite ridiculous that I have had to call them out for a new unit more than I did for my older unit that I had for 10 years that they replaced.

  Business response

  08/30/2021

  *******

  We do provide 1 year labor warranty on new installation. You being just outside of that labor warranty period noted on your agreement with Mid-Fla does mean diagnostics are billable. That is why the customer service representative explained that when you called our office expressing concern over the systems operation. However as you know we have waived the diagnostic fee and are scheduled to perform a complimentary leak search in an effort to achieve your 100% satisfaction. 

  Customer response

  09/01/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Thank you for the check refund.  I will be waiting for the funds to be returned to me.  I do not have them as of yet.  I am also waiting to see what the issues are today and how they are addressed before I can say that this matter has been resolved.  Again, this is a brand new system that I have made calls for before and issues were not resolved and now here we are just outside of the warranty period and you guys are saying that I may be responsible for repairs.  I never had this many issues with my 13 year old system that you guys replaced with a brand new system last summer.

   

  Regards,

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

  Business response

  09/08/2021

  *******

  We haven't deposited your $99 check per our conversation. It has been voided and on its way to you via usps. Our technician is scheduled per your request to be arriving this afternoon to perform a leak search complimentary for your 100% customer satisfaction.  

*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. ↩