ComplaintsforWaychoff's Heating and Air Conditioning Inc.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a new high efficiency Lennox system from Waychoff's in June ****. This winter, it became apparent that the heating was only occurring through electric heating, not the higher efficiency heat pump. Three service calls by Waychoff's took place starting in December **** through February **** to correct the problem. I mentioned during the last two service calls that I had received thermostat reports demonstrating that the heating was not taking place in an efficient manner, and would like to bring that at the attention of management as our electricity costs were excessive. At the suggestion of the Waychoff technicians, I wrote a letter documenting the issue and requesting reimbursement to Courtney Unsen on February ***** ***** requesting a response by March ** ***** A copy of the letter is included as a supporting document. As of ******** no response was received. I called Sarah in sales with Waychoff, who informed me she would follow up with Courtney and get me a response in ***** business hours. As of *******, still no response had been received. I called Sarah in sales again. She said she had spoken to Courtney, the are pulling their records together and would call me back same day. As of *******, still no response/call had been received. She tried unsuccessfully to reach Courtney during our call, and informed me she would be referring the matter to their Customer Relations Manager, would be putting in a ticket and I would receive a reply within ***** business hours. As of *******, still no reply to my letter has been received.

  Business response

  04/05/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to Mr. ******* to discuss his concerns with the Heat Pump installed on ********** Waychoff sent out a Senior Technician on 2/19/**** and confirmed the system was working per manufacturer specifications. Mr. ******* mentioned that he was concerned with the additional electric usage. After further review of his electric bills our Customer Relations Manager offered to refund $750.00 as a good faith effort and he was satisfied with the resolution. We encourage Mr. ******* to reach out to us if he experiences any further issues with his Heat Pump and we would appreciate the opportunity to discuss and resolve any outstanding concerns.

  Customer response

  04/08/2024

  Their Customer Relations Manager reached out to me promptly after filing the complaint and was a pleasure to work with. I accept the response to this complaint and will consider the matter closed upon receipt of the payment.  

  Customer response

  04/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  10/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had an ac issue in September of 2021. My air handler was leaking water all over my garage and wall and had mold growing on the drywall. So I call ******** because I was referred to them as an ac company that had handles my familys ac problems. So they told me I needed a new handler or drain pan so I got the new unit and handler. Ive had to call about an issue with the new unit this summer of 23 due to the unit shutting off and not blowing cold air. It was longer than the advertised 24 hours to be seen and they had to come back 2 or 3 times due to the same issue happening and the technicians finding no problems. Finally we got a good technician and he found the issue. But now after all that headache we have, what looks to be mold in our vents. I take this very seriously, especially since we have a 6 month year old in the house with us. I called about two weeks ago with the complaint and I was told they were going to look into it. However after a few days passed I called them and asked and asked very nicely about what was going on. And either the ****** who was working my issue was busy or they couldnt transfer me or whatever excuse I got usually it was well send an email out. I was fed up so I called Sunday I believe, and complained and I was upset it had been two weeks since I had first complained. I get a call on Monday afternoon oct 16 2023 and all that they said was its still under review and the executives had to look at it. Its been two weeks my vents have mold in them and it seems that no one is caring. Its honestly so sad that a company gets the consumer to buy there product and when they buy the 7000$ product I can already barely afford they treat you like they dont even know you. Im frustrated and just want this problem fixed my kid is breathing this in everyday!! This is crazy and undeserving for anyone to go through. I know the unit is two years old but for 7000$ and mold in the vents they should be able to help asap.

  Business response

  11/09/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to ************** to discuss this matter further. We scheduled a senior technician to go out to him home on October 20, 2023. ************** found the system to be operating as expected and we did not believe the equipment to be the cause of any growth in the home and recommended to have a mold remediation company out to assess. We followed up after the service and he was satisfied with the visit. To resolve his concerns with the previous service completed and the time taken to address this issue we offered $250.00 as compensation and a year of free maintenance to resolve this matter. He is satisfied with our response at this time. 

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Waychoffs installed a new unit in 2019, in 2021 I paid $1700 for repairs. In August 2023 I noticed water damage to my floors and call my licensed handyman who discovered my inside AC unit was leaking which has caused several thousands of dollars in damage. I called to have them find and fix the problem. Technician came and checked it out and charged me $216 and told me the leak was fixed. It was not fixed and a week later the came out again and said it was leaking because the floor under the unit was rotting, (well no kidding). He's said he balanced it and again I asked if that would stop the lake and was told it would. Well guess what, IT'S STILL LEAKING. The longer it leaks the more damage to my floors which I can't have repaired until the leak if fixed. Since I was charged $216 and was told the problem was solved I would like my money refunded. Not to mention how rude the technician was. I would not recommend this company to anyone in fact stay away from this place.

  Customer response

  09/25/2023

  The issue has been resolved. ******, the customer relations manager call and was very apologetic and after explaining the details is refunding the $216. Thank you so much for your help, and thank you ******.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new a/c system from Waychoff's in June 2022 and on August 31, 2023 the a/c stopped working. I contacted them on 8/31 and they sent a technician out on 9/1 who told me the compressor was bad and the wire housing fried. The quoted 5-7 days on the wire housing, and then I several times the following week and was given different times for the parts arrival. They said tracking numbers indicated the part would be in around 9/12 or 9/13. On 9/14 they told me the part was still not in and it would be another week. On 9/19 they told me they hoped to have the part by Friday, but could not confirm that. I have been without a/c for nearly three weeks now in Florida summer, when their original estimate was 5-7 days. Today the Service Manager was supposed to call to discuss, but never did, and when I called back was told they had an emergency and were gone for the day, along with everyone else above the Service Manager. I feel I am getting the short end here since this is warranty work.

  Customer response

  09/21/2023

  Good morning,

  I am writing this to let you know that Waychoff's has resolved this matter.  They called me Tuesday evening to tell me they had the parts and scheduled the repairs for yesterday.  Repairs were completed, and my a/c has been restored.

  Thank you for your involvement.  I believe this complaint can be considered resolved.

  Sincerely,

  **** *******

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My air conditioner broke and was under warranty by *** ******, who merged with Waychoff. A technician came out and determined it was just the blower motor. We were instructed to turn off the air conditioner until he returned with the part. The part did not arrive for a week with no communication. He installed the part and the air conditioner still did not work. Claimed now a panel was also broken despite the air conditioner being off since his last visit. Another part needed to be ordered and could be “expedited” at no additional cost. My husband called to speak to management about to situation, and was transferred to a manager with Snell Air Conditioning in VA, not Waychoff. So now it’s been over a week a half with a broken AC, no end in sight, and no time frame for a resolution. Nobody at this company appears to care about the poor service they provide. They do not care about fixing ACs in a timely manner either. I would recommend using ANY other company for your service.

  Customer response

  09/01/2023

  They told us they have the part and that nobody can come today, the weekend is for “emergencies only” and Monday is a holiday. 2 weeks without AC because of their incompetence should be considered an emergency. 

  Business response

  09/19/2023

  We apprecaite the opportunity to review and ultimately resolve Mr. and Mrs. ****** concerns. Our Customer Relations Manager was able to reach them directly and resolve their concerns by making the repair to the system and coming to an amicable resolution. We appreciate Mr. and Mrs. ****** patience in the matter and value them as a customer.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased A/C for a home in Florida. We were promised that this expensive unit would solve out humidity problems. 4 months later with multiple visits by service techs the unit is still not performing. When we call Waycoff management they just hide behind the receptionist and and are never willing to take our calls. Based on other online reviews I can see we are not the only unhappy customer. We are not trying to use the Waycoff satisfaction guarantee which I uploaded. It is not even worth the paper its written on. They are refusing to honor their money back guarantee or their performance guarantee.

  Business response

  09/06/2023

  Thank you for providing us the opportunity to review and research Mr. ***** concerns. As he is tenant of the property we have reached out to the home owner to discuss the matter further and are currently reviewing with our executive managment team.

  Customer response

  09/06/2023

  I am the husband of the owner of the property. There has been no communication from Waychoff to me or my wife in a month. We have sent a letter on August 9th to Waychoff requesting our old equipment be returned under Waychoffs written satisfaction guarantee and written performance guarantee with no response. Letter attached. The company appears to have no plan to resolve this issue. 

  Customer response

  09/06/2023

  There has been no communication from Waychoff to me or my wife in a month. We have sent a letter on August 9th to Waychoff requesting our old equipment be returned under Waychoffs written satisfaction guarantee and written performance guarantee with no response. Letter attached. The company appears to have no plan to resolve this issue. 

  Customer response

  09/06/2023

  [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:

   

  There has been no communication from Waychoff to me or my wife in a month. We have sent a letter on August 9th to Waychoff requesting our old equipment be returned under Waychoffs written satisfaction guarantee and written performance guarantee with no response. Letter attached. The company appears to have no plan to resolve this issue. 

  Regards,

  ****** *****

  Business response

  09/22/2023

  Our Customer Relations Manager has been in contact with the owner of the home, and we have come to an amicable resolution. She is completely satisfied with our response at this time. 

   

   

  ****** ******** Customer Relations Department Manager   P. ***** ******** F. ***** ********   Horizon Services *** ****** *** * ****** *** *****

  
  

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Waychoffs performed a repair by replacing freeon line set, Paid $919.35. Technicians were called out an additional 4 times. Each technician stated we have ZERO issues after we wasted 4 days of our time. I called another company who diagnosed the problem and fixed it quickly. The problem was the tech who installed line set did not remove all the moisture from system which then burnt up compressors motor and txv value.

  Business response

  09/06/2023

  Please accept and add our response with regards to **********:  

   

  Our Customer Relations Manager reached out to Mr.******to discuss his concerns. We apologized for the number of visits to attempt to resolve the issue with the Heat Pump we installed for his home. We have addressed this matter internally to improve our services going forward. We reviewed the invoice from the company who made the necessary repairs for his unit and agreed with their assessment. We also sent out a technician to verify the use of OEM parts, which was confirmed and Mr.******'s parts and labor warranty remains intact with Waychoff's until August of 2026. We additionally agreed to reimburse the amount Mr.****** spent with another company to complete the necessary repairs and agreed on an amount for compensation due to the experience. Mr.******is completely satisfied with our response at this time. 

  Customer response

  09/11/2023

   

   Complaint: ********

  I am rejecting this response because:

  It has recently come to my attention that the unit is still not fixed. The additional repairs that need to be preformed are a result from waychoffs tech allowing moisture in the system. I have reached out to Marisa so that we can come up with a solution and I am awaiting her return call. I am extremely concerned about this issue as it appears the moisture is destroying the unit and we should honestly replace entirely so that we can ensure the situation is rectified as it should be.

  Please see quote attached.

  Regards,

  **** ******

  Business response

  09/24/2023

  Our Customer Relations Manager reached back out to Mr. ****** to discuss his concerns. We sent out a technician to complete a moisture test on 9/21/21. Due to the results we will be returning to install a new liquid and suction line drier on the system. Once the parts are received and installed, we will complete another moisture test to ensure the issue is resolved. We will remain in contact with Mr. ****** until this is completed.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 9, 2022, I purchased a 12 month service contract from *** ****** for $199 (invoice # ********) that included two regular maintenance visits. I called the business on May 31, 2023 to schedule my second annual service. My call was answered by Waychoff and I was told the two businesses had merged. *** informed me the combined entity would not be able to service my unit. I requested a refund for the unused portion of the service contract. I called again on June 29, 2023 and ******* informed me no refund was due. I requested further explanation and was told I'd receive a call back. No call back was received, so I called again on July 17, 2023 and ***** said he'd forward the message to her manager, ****. I requested ****'s last name and phone number, but ***** was "not authorized" to release either to me. As of July 21, 2023, no call back and no refund has been received.

  Business response

  08/01/2023

  Thank you for providing us the opportunity to review Ms. *********** concerns. We apologize for Ms. ********* being unaware of the merge between Waychoff and *** ******* This was a partnership where we felt that we were better able to service our customers together. In speaking with Ms. ********* we were able to come to an amicable resolution and refunded her the service contract price along with leaving it open for her to use at her convenience. We value her as a customer and appreciate her business and patience in the matter.

  Customer response

  08/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  All advertisements on line, printed media and even on their phone messaging system state that they provide 24 hour emergency service. Based on this guarantee of service I purchased two units for my residence in April2021. A/C system failed on Friday 7 July 2023, called for emergency service was initially provided with the earliest service date of Tuesday 11 July 2023. Text received on Sunday stating they now have to change it to Wednesday 12 July 2023. If the company can not meet their claim of service, this false advertisement should be removed from all media sources. Wish I could go back to 2021 and find a more reputable company to install my A\C.

  Business response

  07/19/2023

  We appreciate the opportunity to review and respond to Mr. ******* concerns with regard to our advertisement of 24hr emergency services. We were able to speak with him to explain our process and apologize for any inconvenience due to the abundance of calls we received with regards to customers experiencing no AC. While we pride ourselves in having same day and 24hour service we sometimes experience higher call volumes. We were able to confirm that a technician was able to assist Mr. ******* HVAC issues and his system is now working. We appreciate Mr. ******* business and  want to let him know we value him as a customer.

  Business response

  07/20/2023

  We appreciate Mr. ******* concerns with regards to our 24-hour emergency services advertisment. Our Call Center is open 24/7 and we triage emergency services such as Gas Leaks, CO leaks, flooding, related to plumbing etc. We are sorry that we were unable to assist Mr. ****** his his request for services and appreciate his feedback as it helps us improve our services. The scheduling issues he highlighted in his concern were escalated to our Managment team to review for areas of improvement, but we do not feel our advertising is false as we do provide these services. With regards to our "Same Day Service" advertisement on our website, our guarantee states: "If we are unable to provide service prior to 11:59pm on the day of contact, the customers dispatch fee will be waived."

  Customer response

  07/21/2023

  [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:

  I guess I will never agree with them  both of these files are examples of what they promise for a/c service.  Not  just gas leaks, flooding etc.   I guess since the sale of the company by the founder in 2021 service has declined.

  Regards,

  *** ******

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am the owner @ 246 Casa Sevilla, 32092. I purchased two brand new 3 ton Units from this organization in July/August of 2021. I also have them perform yearly “Tune ups” to ensure efficiency and upkeep along with recommended monthly filter changed and vinegar/hot water. If you listen to the messages when you are on hold it clearly states “Tune ups are backed by our worry free no break down guarantee”. On March 22, 2023 we noticed the upstairs unit was not blowing cold air. I called Wycoff and a tech came out to assess and confirmed that the refrigerant coil was damaged and we would have to pay the the labor for a faulty part I purchased from them! Given no other option we confirmed to move forward where we were given an expected 2 day delivery time of the part. Wycoff at no point called to notify me the part was delayed going beyond the expected time, I found out calling for an update. It is now one week since the order, where I have spoken with 3 separate associates who stated they will transfer me with dispatch to review for the part and hopefully have a team come out to do the work. I was placed on hold with each associate in total of approx 4 hours with no resolve, response, or even transfer. I have 3 children in my home with heat rising and no AC in second floor bedrooms. You demanded I agree to pay for this and I do so for the kids, so keep your word and guarantee service, perhaps include quality in the mix if there is time. Am I not getting proper servicing because I am a veteran, ******** ** ******* ** **** ** ***** perhaps?

  Business response

  04/12/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to Mr. ******* to discuss his experience. We apologize for the lack of communication in regard to the estimated time of arrival for the part as well as the long hold times Mr. ******* experienced. We have addressed both of theses matters internally. The evaporator coil replacement was completed on 4/6/2023 and the system is operating properly. Due the the delay and frustrations of this experience we provided a cost reduction for the work performed and also added a complimentary year of maintenance for Mr. *******'s home to resolve this matter. He accepted this offer and is satisfied with our response at this time. 

  Customer response

  04/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

*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. ↩