ComplaintsforClimate Experts Inc

• Initial Complaint

  06/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was referred to them from the ac manufacturer ***** that i wanted installed and that had approved me a loan for the job at my house. Came out to my house and mis represented options that were not the ones i asked for. Assumed i could not afford the brand i wanted and asked for so instead went with a less expensive option under false pretense of a 12 year warranty but it only has a 10 year warranty. The salesman kept confusing me with a name i had never heard of but the unit he was trying to sell me was a ******* which i did not know until the unit was installed at my home. Then when i asked them about it now they want to charge me $2,500 more to get the right unit in my house which is the unit i wanted from the beginning but the option was never presented to me. I am extremely unhappy and paid $8500 for a system and service that was not up to par for what i had contracted them for. Made a big hole in my garage ceiling which has not been fixed or called about since service was done on 6/8/23. They said they went with this unit based on my budget, but no option they showed me was under the amount approved, all were over my budget even the $13,500 estimate they showed me was $6,000 over my budget so why not show me the correct unit at the correct price that i wanted for $11,000 from the beginning.

  

  Business response

  07/03/2023

  Hello,

  Attached is proof that the customer is satisfied with the work and is looking to cancel the BBB complaint. We have rectified his concerns. Please let us know if any additional information is needed. 

• Initial Complaint

  06/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To say that I am disappointed with this company would be a major understatement. I have now had two issues with a brand new AC unit that was installed not even 6 months ago which cost over $8,0000 and the company refuses to fix the system without charging a diagnostic fee because it's a Sunday despite the fact that the unit is BRAND NEW and shouldn't have issues to begin with. They consistently don't show up during scheduled appointments, constantly reschedule appointments and are never able to provide a timeframe as to when they are actually showing up. I've asked on numerous occasions to speak with a manger or the company owner to which my phone calls are never returned. I have asked again to speak to a manager to which the person on the phone stated they are the "operations manager" and I won't be talking to the owner as he is completely unavailable. Additionally, they give out their cards and always say "if you need anything give me a call" however, even if you call - they won't call you back. I genuinely wish I had gone with a different company when getting the new unit installed

  

  Business response

  07/06/2022

  Business Response /* (1000, 5, 2022/06/09) */ Climate Experts installed a new HVAC system for the ******s on Feb 8, 2022. On March 22nd, we received a call requesting service due to the temperature in the home fluctuating between 60 and 80 when the thermostat was set to 70. The system was running and cooling at that time. They did mention that they were told at the time of installation the thermostat may need to be calibrated in the future, so they asked that we come out to take care of that. They were originally booked for Friday March 25th and were told that this would be a no charge return visit. The technician we had scheduled became ill and was going to be out on March 25th, therefore we called the customer to ask if we could reschedule for Tuesday March 29th. At the time of the call, there was no issue in rescheduling them as their equipment was running. They were advised that we would contact them with at least one hours' notice of our tech arriving so they may go about their day until our notification call is made. Late day, upon calling to confirm our arrival time, that time did not fit for their schedule therefore we offered to reschedule for the following morning. The customer asked if we could provide them calibration instructions over the phone so they can adjust it themselves. Due to the sensitive nature of the equipment, the calibration is something that our technicians do. Our technicians are Daikin factory trained, and in the event the calibration is not done correctly, it could result in creating other issues with the equipment, therefore when this service is needed, we send our technician out at no additional charge to the customer. Our Technician was booked for March 30th, with an anticipated arrival time between 12: and 1:pm, he arrived at 11:57 am and completed the service at 12:29 pm. The thermostat calibration was completed on March 30th, 2022. On May 25th, we were out for a standard tune up service that came with the new install. Except for our technician removing some sludge from the drainline, everything was running well at this time. The drainline is something that requires monthly treatment by homeowners to keep the drain clear of debris as it is a cold dark wet environment that is susceptible to bacteria growth. Moving forward, on Sunday June 5th, the ****** family called requesting service stating the system was not running at all and the temperature in the home was rising. Climate Experts is closed on Sundays, however we do have an on call dispatcher and technician. When service is requested on Sunday there is a trip fee of $149 however for our Titanium Plan Members, the Sunday service rate is discounted to $79. The customer did not think they should have to pay the emergency service call fee, therefore, the dispatcher reached out to the Customer Service Manager Zach, for additional guidance. He then returned her call and advised that the Titanium Member discounted trip fee of $79 would apply as it was a Sunday, unless she wanted to wait until the following day, Monday, and then there would not be a trip fee. Zach also advised her that if there was an issue found with the system that is covered under warranty that trip fee would be removed. The customer kept the Sunday appointment and was given an anticipated arrival time between 12: and 1: pm. Our technician was dispatched and arrived at 11:13 am. Upon arrival the customer advised they had found the breaker to be tripped and had reset it, therefore their system was now running. There could be several reasons an AC breaker trips, they trip as a safety to protect the equipment from damage to an FPL surge or lightning strikes. In addition, this particular customer's breakers are older and were existing to the home when the new AC system was installed. This service call was completed at 12:18pm, and the $79 fee was waived. Following a review of the Sunday emergency service call with our Management Team, and prior to being notified of the BBB Complaint, our Office Manager, Robyn E**** reached out to ****** ****** via phone on Monday June 6th at 1pm, and left a message as she had requested to hear from a manager. As of the time of this reply, our call has not been returned by the customer. The signed receipt from the service appointment on Sunday June 5th 2022 with the customers signature and reflecting the $79 trip fee being waived is attached for reference. Consumer Response /* (3000, 7, 2022/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response that was provided as they failed to recall them calling me to schedule the tune up that occurred in May and then called to cancel the morning of the scheduled visit. Robin did in fact call me on Monday however, based on what Zach provided on the phone; he is the one "Derek (the owner) left in charge" and he is the operations manager - and should that be the case why would someone below him be calling me if they have no authority? I have asked on numerous occasions for time frames to be adhered to however, they never give an estimated time of arrival despite the information that they provided. When providing what they consider to be a time frame they will state "morning, late morning, afternoon, ect., with no actual time provided leaving me or whoever else I ask to be at my home for the service in limbo all day. I have also explained that a one hour window is not sufficient. I work almost 45 minutes from my house and I cannot just drop what I am doing when one of their technicians is finally available. Additionally, Zach with climate experts maintained that he was the operations manager and that he was in charge of the fee that would be rendered for a service visit and I stated I would be there Monday morning he stated that he was the one in charge and there would be no one else for me to speak to regarding the issues. One top of the ongoing issues that I have had with the scheduling staff, Zach went on to state that if the fee is not paid that his worker doesn't get paid on a Sunday which I confirmed was not the case as the technicians are paid hourly. The misrepresentation of Zach's title is of concern to me - and the lack of response from any form of management prior to me stating on Sunday to Zach that I would be filing a complaint with BBB due to the horrendous customer service that was provided. It was also provided during the Sunday visit that part of the installation process includes changing the breaker if it is not sufficient which was not completed at the time of the installation of the unit and has not been completed to date. I would also like to mention that identifiable information was not supposed to be provided however they provided both my first and last name on the response which is not appropriate and needs to be redacted. Business Response /* (4000, 9, 2022/06/13) */ Follow Up: Our team had reached out to schedule a regular tune up that was included with the installation, that initial scheduling call was made on 5/20/22. The tune up was scheduled for 5/23/22. We do not provide actual confirmed arrival times as it is difficult to project when a technician will be arriving in advance. We always provide our customer with a scheduled date and let them know we will provide them at least 1 hours notice on the date of service of the technicians arrival allowing them to go about their day and providing advanced notice. This allows us to give each customer the time they need, not rushing our technicians due to time restraints. There are occasions where we need to reschedule regular maintenance calls due to an influx of emergency type service calls coming in. Due to the nature of our business, and the extreme temperatures we experience here in Florida we do prioritize customers that have equipment that is not running over standard tune up calls. On May 23rd we attempted to reach the customer at 9:56am however did not connect and the voicemail wasn't set up. At 10:11am a call was returned to us by a male resident of the home. It was reviewed with him that due to an influx of emergency service calls we were calling to reschedule the tune up and offered him either Wed or Thurs of the following week. He chose Wed 5/25/22 and requested late morning or early afternoon. At the time of that call, he had no issue rescheduling. As it says in our initial company recording prior to being connected with our team, our calls are recorded for quality purposes. This call review information has been pulled from the recorded calls by our management team for accuracy. On the scheduled service date of 5/25 our dispatcher reached out to confirm the projected tech arrival time and spoke directly to the homeowner. (call was made at 12:33pm) She was provided an estimated arrival time within the next hour or so. She indicated not being pleased with the way we schedule our customers, our CSR said she understood and then noted it in her profile. For that tune up, our techs arrived on site at 1:47 pm, and completed the scheduled tune up at 3:38pm. This was a no charge appointment as it was a tune up provided with the original installation of the ac system. We have noted in our customers profile that moving forward for regular tune up services being scheduled, they prefer to not be rescheduled, however we can not guarantee that will not happen due to prioritizing based on customers that have no air conditioning as hat becomes priority. We've also noted that they have requested at least a 2 hour arrival window to better suit their schedules. Again, our Office Manager, Robyn E**** reached out to the homeowner on Monday June 6th, prior to the BBB complaint coming in, however that call has yet been returned. Robyn has been with Climate Experts for several years and is a trusted part of our Management Team who is available to assist with customer issues if needed, this is why she returned the customers call. No one is considered "over" anyone else, we work as a team with keeping customer satisfaction as our top priority. Regarding the breakers, breakers are only replaced with new to bring the AC systems up to code if we find the initial breaker in place not properly sized for the equipment being installed. In this case, the breaker size was correct, therefore the breaker did not need replacement. Lastly, the complaint came in indicating the customers first and last name. We have no experience in receiving BBB complaints, therefore at the time of our initial response, we had no idea our response would be visible to anyone other then the BBB and the person filing the complaint, therefore we do agree, if this information is being placed where the public can see the full details, we also would request that the homeowners name be removed for privacy purposes.

*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. ↩