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:02/21/2025

  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.

  These guys sold me a new air conditioning unit and installed it in late *************************************************************************************** my levels are really off and I need 10k in duct work. They start going into how this unit pushes the air put ....all bs. They never mentuoned that when i paid them for the unit. I would never had agreed to this work had they told me there was an issue at purchase. They need to fix this unit or refund me. Super unethical.

  Customer Answer

  Date: 02/27/2025

   
  Better Business Bureau:
  
  The business resolved the issues, I would like to close my complaint. 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:02/19/2025

  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.

  We had a phone call from Graham heating and conditioning, and said they would charge us only twenty five dollars to ***** the unit and they wanted five can goods which we gave. Our home is only a year old So is the air conditioner. So we thought it was a good idea, just like our cars to have them checked periodically. Make sure everything is working okay. Our house has always cooled nicely. We've never had a problem with it. So Saturday the 25th of February this gentleman comes takes the panels off the air condition takes out this little that beeps It doesn't take him long before he tells us that we're having all kinds of leaks issues. Didn't check anything else in the house. None of the air vents, just the outside unit.Then he calls his supervisor and explains all the stuff that he found wrong. The supervisor on the other end, on speakerphone.Just started shouting out numbers.Oh, yes, and nicely giving us some discounts,he never asked him any questions, and told us that we would have to pay $24,00 for it to be fixed My husband gave his five cans of goods and ask them to leave. Not long after the supervisor called, speaks to my husband and during the conversation he was saying, did he check this and that my husband said I was listening to you on the phone and you never asked him one time to check all those things... we called another air conditioning company to come in today. We did not speak of the other company because we wanted to see what he would say. The man checked everything went into all the rooms to check airflow and gave it a clear bill of health for $85.00. They thought they could scam us but as soon as he started calling off things that were wrong with our year old air conditioner we were on to him. Be smart don't use the company.

  

  Business Response

  Date: 02/27/2025

  Subject: Follow-Up on ************** Call
  We sincerely apologize for any dissatisfaction that *** and Mrs. ******** experienced. We were surprised to hear of his complaint, as our supervisor, ***, personally reviews all calls.Upon noticing the technician was asked to leave, *** reached out to address ************ concerns.
  During *** ********* conversation, *** explained our leak detection process. We use the ** Prowler, one of the industrys most accurate calibrated tools, which we calibrate weekly. Here is some information about this tool.
  ************* PROWLER LD5000 ******************* Release
  When a leak is detected, the tool alerts us by beeping at the exact location. Although it may seem unusual for a one-year-old unit to have a leak, we have encountered brand-new systems with factory defects,requiring coil replacements. Its like purchasing a new vehicle that may require repairs soon after purchase.
  *** also offered a complimentary one-year maintenance plan,covering the next two inspections, which *** ******** initially was willing to accept. Additionally, while many companies either dont conduct leak tests or use less accurate tools, we stand by our use of the ** Prowler for precise diagnostics.
  Regarding the time spent at their home, our typical maintenance checks last ***** minutes, but we were asked to leave after just 30 minutes.
  We regret that they felt scammed and want to reiterate that Robs offer of a free maintenance plan remains available. He is also happy to revisit the issue, explain the findings in more detail, and address any further concerns with *** and Mrs. ***************** over 45 years in business, we take pride in our customer service. We strive to maintain our reputation as a trustworthy company in an industry that can sometimes have a negative perception, and we are committed to standing by our work.
  Please dont hesitate to reach out if you have further questions or would like to schedule a follow-up visit.

• Initial Complaint

  Date:08/07/2024

  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.

  My house wasn't cooling correctly in the master bedroom. I was told by my service tech that my unit was insufficient to cool the room. After the installation of my new unit the master bedroom is still not cooling. They say that after the inspection by the county ( it's been over a month and they say they can't get the permit pulled) they will come out..nothing is happening and they won't return my calls!

  

  Business Response

  Date: 08/15/2024

  To whom it may concern,
  
  On July 7th Graham installed a 5 ton Amana S Series for *****************. 
  
  Here are the invoice notes from the technician - ******. 
  
  
  Arrived at customers home this morning for no cool service call.Upon arrival customer stated the system isnt working. Performed a full inspection on system. Traced out issue to a faulty blower motor. I was out at customers home last year in December and had informed him the return like ******** was pinched and he stated the company that installed the unit originally in 2018 had left it that way. At the time customer wanted to leave the ductwork and system that way it is. We also at that time had informed customer that the system is undersized. Home is 2500+ square feet and was built in the 80s. Another ********** told him the unit was undersized as well. Customer stated the current system doesnt keep up in the hot months and his master bedroom which is the furthest from the unit is always the hottest part of the home. Current system is a 4 ton 2018 horizontal split heat pump install. I explained to customer we could do the blower motor replacement but its another bandaid fix for a system thats still undersized. Customer agreed it was in best interest to have the full system replaced at this time. Customer makes all of his own financial decisions. I went over all system replacement options.Customer chose to go from a heat pump to a straight cool system. Customer chose the 5 Ton amana s series horizontal split straight cool system w/10 kw heat at the discounted promotional price of $14,774.00. Included in that price is a 5 year maintenance plan, 2 surge protectors, and a single bulb u.v system per supervisor for the scheduling delay. New system scheduled to be installed on Sunday 07-07-2024. Customer paid in full for new system via credit card in the amount of $14,774.00. 
  
  Installed a new portable AC system in customers home to help keep the customer cool until the new system is installed. Waived all service call fees with commitment to new system install. 
  
  July 8th I talked to ************ and answered all his questions regarding the equipment and the install.  We both agreed that if that bedroom is not cooling properly still, we will need to look at the system and duct work. Mr. ********** agreed to have an installer come out July 9th. 
  
  The unit was functioning as it should. ****** reported that the duct line was kinked from a previous duct install and that line needed strapped and hung. Graham performed this repair at no cost (even though it was not part of the install) here are the notes from ******
  
  picked up portable AC unit. checked ductwork for ************ **** was laying down and pinched between a truss. I strapped up to a trust to ensure it had an even flow. vent is now flowing and cooling exquisitely. Recommended to customer to have ventilation fence readjusted and hung. Also let the ******** that **** will be in contact to schedule city inspection 
  
  July 15th. I had another message from the office to contact ***********. I did not put notes on his account that day or they simply did not save.If I can recall I left a vm or vm was full. I did not continue to return calls due to a conversation had with **** (my admin). **** said she's been in constant contact with *********** and he's up to date on everything. 
  
  I'm sure I can pull phone records from our office to show the contacts we've had with ***********. Please let me know if I need to pull those records. Thank you for your time. Please call ir email if you need any further assistance.  
  
  Regards,
  
  *******************
  Graham Heating and Air- Clearwater branch

• Initial Complaint

  Date:07/10/2024

  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.

  This company had a special going on $25 and 5 can good for a food bank. Come to find out they just recently opened from scratch here in ********. No big deal, but everyone deserves a chance then on top they had a killer deal going on for an Inspection. Needless to say but I Made an appointment, a fellow worker comes out. Great person extremely professional well knowledgeable of every question I asked. Once all said and done the I get a long list of things that need to be addressed. Couple of cleanings then extra Additives to help out over time. Then what floored me was the quote at the very bottom. 16k for new system not including my ductwork, thats original to my home. My unlit isnt even 10 years old, its an aluminum coil and proceeded to talk about formicary corrosion issues. That wasnt related. I politely declined services and advised them Id give them a call if I wanted something done. About 2-3 hours later, I get a call from someone out of ******* talking about they are a project manager and then he proceeds to push them to be done. Ive already declined your services nothing more needed to be discussed. Im not buying a new unit like this company wants me to. All red flags with these people I feel bad for their Technicians.DONT USE GRAHAM AC they are scammers and just want your money, Beside not even FloGrown. NEXT!!

  

  Business Response

  Date: 07/10/2024

  We went out to ********************* to do a "tune up" and one of the questions we ask is the system working properly which he stated it was. Upon arrival we found the indoor fan motor was bad, it would not shut off. We found the system was manufactured August 2011 which is 12 years 10 months and he stated it was not even 10 years old. We gave him an estimate for repair and also since it was well past warranty an estimate for replacement. He stated that our estimate was for 16k and it was less then 12k. We strive to give the top in excellence to our customers. And above all be honest and fair. Also is estimate for replacement attached. 

• Initial Complaint

  Date:04/08/2024

  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.

  Dynamic Air of SWFL was sold the end of Dec.2023 I am not interested in continuing with the new Company and have repeatedly asked both Companies for my file . It includes important guarantees and warranty info as well as registration of the 2 new AC units I purchased for $17,100 .

  

  Business Response

  Date: 04/24/2024

  I understand ****************** concerns and want to assure her that all equipment was registered at the time it was installed insuring that the extended warranties were in place.

  We sold Dynamic air to Graham Heating and Air on 12/15/2023.  Since that transaction was completed I have no access to any Dynamic Air files or records and am therefore unable to provide any file contents to ******************.

  I sincerely appreciate *******'s business and trust in Dynamic Air and am very sorry that she has decided to discontinue the relationship with the new owners.  

  Any local HVAC contractor will be able to verify that warranties are in effect.

  Best Regards,

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

   

  

  Business Response

  Date: 04/26/2024

  Hello

   

  Thank you for bringing this to my attention. I am the Office Manager in ********** *******. I will make sure *** follows up with you on this matter. She is the Office Manager located in that area. She wil be reaching out to you and getting this taken care of. 

   

  Thank you for your patience. 

   

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

  Graham Heating and Air Conditioning

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

   

   

     

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21545014
  
  I am rejecting this response because: . I was given two choices on the last response from the Main Graham heating and cooling office and neither were I felt appropriate . However it stated they would contact *** the manager at my local office and we have not heard from her or anyone else in that office 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/05/2024

  Attached is the only paperwork we can find on this customer. This is all that Dynamic Air had on file for her. I wish we had more. Unfortunately, when we but these companies, we realize that organization is not their strong point.   

• Initial Complaint

  Date:02/26/2024

  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 Feb. 12, 2024 Graham ********** was called to check my mother-in-law's AC unit. She had purchased a brand new unit from Graham in the summer of 2019 which had a 10 year warranty. She also had purchased a service contract in May of 2020. The technician showed up and told her he was going to have to replace everything. She is elderly, very hard of hearing and has multiple health problems. The tech insisted that she would have to pay them for a brand new unit and was charged $12,700. He took a payment from her ***'s mastercard (which has 30% interest) but did not give her any receipt or paperwork for the unit/installation. The unit that was installed in 2019 was still under warranty and should have been repaired, not replaced. I have tried calling Graham on her behalf and they claim to not know who she is, said they didn't do any work for her. I also checked with Pinellas county to see if a permit was pulled for the work. There is no record of a permit having been done. The only permit on record is the one from the brand new unit that was installed in 2019. I feel that this company has scammed her, that this is elderly abuse. Please help us resolve this matter.

  

  Business Response

  Date: 02/27/2024

  Hello

    I am looking into this matter. to do so, I need to know her Mother-in-law's information. From there I will investigate and let you know what I find. 

   

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

  Office Manager 

  Graham Heating and Air 

    

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21336547
  
  Graham Heating and Air has requested my mother-in-law's information.  Her name is *************************.  Her address is *******************************************************************  

  Telephone is ************.  As I mentioned in my complaint,  she had a new AC unit that was installed in late 2019 that had a 10 year warranty.  The technician who was sent out to her residence on 2/12/24 told her he couldn't get

  parts and would have to install an entirely new system and charged her $12,700.  Her neighbor witnessed the technician loading up her 2019 AC unit in his truck. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/04/2024

  Thank you for bringing this matter to our attention as we always strive to ensure clarity and resolution in all situations.
  Regarding the technician's notes from the service call, it's evident that thorough assessment and professional guidance were provided to the customer. Despite the unexpected request for a new unit, **************, in alignment with our protocols, diligently presented available options and facilitated the customer's decision-making process.
  It's important to reiterate that our pricing policies are fair and consistent, irrespective of personal attributes or circumstances. We uphold the highest standards of integrity and professionalism in all our transactions.
  While the customer's decision may have come as a surprise, we respect her autonomy and commitment to her preferences. Our team remains dedicated to delivering exceptional service and solutions tailored to our customers' needs.
  We value the trust and loyalty of all our clients, including longstanding ones like the customer in question. We are confident that we have acted in accordance with our standards and responsibilities.
  Once again, thank you for your attention to this matter. Attached is a copy of the invoices of the service call as well as the installation. Should you require any further clarification or assistance, please do not hesitate to reach out.
  
  When doing so, ask for the General Manger *******************. He can be reached at ************. 

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21336547
  
  I am rejecting this response because this still does not explain why a brand new unit was installed, when the new unit installed in 2019 was still under warranty.  I believe at the very least, she should have been charged a

  pro-rated amount, considering the existing unit was still under a 10 year warranty.  I guess I'll have to contact the news organizations and tell them what you did.  I plan to also file a complaint with the Elder ************* as 

  I believe you preyed on an elderly woman who has multiple health problems, just lost her husband recently, and can not hear.  She also is legally blind.  I don't see in your explanation anywhere indicating that you offered to repair the 

  existing unit that was still under warranty.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/12/2024

  *****************,
  
    I understand Ms ******** concerns. This situation does not happen very often. In fact, I cannot remember the last time a customer with a unit that is only 4-5 years old request a new unit.  That is why ************** asked if she had anyone else make decisions for her either financial or otherwise. As you can imagine,we must say this very delicately as there are some of the elderly that would take that as an insult. As part of our process to protect ourselves, when it comes to the elderly we always ask these questions. We have been in business for 45 years and we want to remain in business another 45 years. We all have elderly parents and we would want the same for them. So, again, I understand **** concern.   
     With that being said, ****** asked more than once if there was anyone who makes decisions. He explained the unit is under warranty. He explained these parts are covered under warranty and she would just have to pay the labor. He called his supervisor, *******************, and asked her again the questions. She was adamant about wanting to replace the unit. At that point, we had 2 decisions to make. Tell her that we were unsure of her mental capacity to make decisions, or put in a new system.
       As far as charging her a pro-rated amount,we are charged the same amount for the supplier. Therefore, we charged her the same amount we would normally charge. Once again, to protect ourselves against allegations of  discrimination, our prices are uniform regardless of race, age, or gender.  
      Ive reattached the invoice showing the documentation that we explained to her the age of the unit, we explained that we could just replace the outside unit vs the entire split system etc. Once again,we did this in ******* as this was such a strange request. The technician was there over an hour explaining this to *******************.  I also sent a screen shot showing that ****** asked the questions which I did not include in the first reply.  
       I hope that this additional information and insights into the interactions with ******************* helps you understand we did everything in good faith.   
  
  Sincerely
  
  
  *******************
  Graham Heating and Air Conditioning

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21336547
  
  I am rejecting this response.  First, we were told that you informed ************************* that you could not get parts to repair the original AC unit.  Now, you claim that you gave her options?  You attached a document from 

  Microsoft 365, which I can't open to read.  I don't have that program on my computer.  Where is a written estimate/proposal that should've been provided to her?  Where is proof that she signed anything acknowledging that she understood her options?  You have yet to provide PROOF of  this.  Also, there was no permit pulled, no commencement signed, no inspection done.  This is all required!  We will be contacting a lawyer & the news media.

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

  

  Business Response

  Date: 04/15/2024

  *****************
  
     Im not sure who told you that we told your Mom that the parts were not available. That is simply not true. Once again, we were transparent with your Mother explaining to her that the unit was under warranty and the parts would be covered where all she would have to do is pay for the labor. Again, she wanted a new unit and she did not want to hear anything different.
     As far as the permit goes, it is in the best interest of the contractor to pull a permit within the first 90 days from date of install as anything after 90 days costs the contractor more.
      We went over our history of our business. We have over a 99% customer service satisfaction. We showed documentation. We explained what happened. I reached out to the installer who put the unit in and there was nothing out of the ordinary coming from your Mom. If she was confused as to why we were there, or did not understand she did not bring it up to the installer.
      Once again, we all have parents and some of us have grand parents and we realize the reputation this field of business has. We do our very best to make sure we do not discriminate in any way. If a 35 year old man has a 5 year old unit that he wants to replace, we would ask the same questions as if he were an elderly female. Do you make the financial decisions? Is there anyone we should contactneighbor,friend, ******, sister, daughter, son, etc
  
  
  Sincerely,
  
  
  
  *******************;