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:08/19/2024

  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.

  Called multiple times to fix and diagnose air system, poor ventilation not cooling properly, noise from condenser - had a third-party company to come out and review the entire entire system, only to find out that none of the ducts and system wasn’t installed properly. The system was over working and breaking down there was condensation all throughout the ductwork and the vents, none of the ductwork was actually properly sealed, and got super sick from the smell and insulation and debris pulling through the ducks. Took days weeks to respond, caused damage throughout home.

  Business Response

  Date: 09/10/2024

  We have been to this home fourteen times to go address complaints by Ms *******.  There is nothing wrong with her equipment or her duct system.  There have been at least three third parties look at the house, one of whom was a home inspector.  The only third party company that said there was anything wrong was a company trying to sell her an entire new duct system.  Our superintendent, two install crews form our company, three separate technicians from our company, a third party home inspector, the builder, and the City of Crestview have all looked at the job and said it is good.  

• Initial Complaint

  Date:09/24/2022

  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.

  Our house is a new build, the unit is 18 months old. On Thursday, 9/15, our AC started pumping hot air. We shut the unit off and ran through basic troubleshooting. The next day a nice technician came out and said it was our TXV and the part would be in and installed Monday. Their website explicitly guarantees if you are under warranty and if they cannot get AC in your house within 24 hours they will provide portable AC or a hotel stay. We were not offered that even when we asked about it, they said it didn't apply to us. Monday we call to check on the status of the part and see when they would be out. Then we were told it would be Tuesday at the earliest. Once again, we asked for a portable AC or hotel as it had been 85 degrees in our house. We were rudely told that we weren't the only people waiting for AC. After making a review on their Facebook page that day they sent someone out. The technician was once again very nice. Turns out the TXV valve was brazed improperly and loctite was used during the original installation. The tech also mentioned that they give out portable AC's often and wasn't sure why we were denied one. Barry mentioned that about 1 in 90 of these parts "go bad", which is an unacceptable answer after hearing that this part was installed incorrectly. We paid $657.70 to Lunsford to fix something that should not have broken so soon and would have lasted longer if it had been installed appropriately. What will break next on this AC that is supposed to be new? You cannot install a unit improperly and bank on inevitable labor fees.

  Business Response

  Date: 09/26/2022

  The first item I'd like to address is one of our Replacement Guarantees. If you have us replace your existing air conditioning system one of our guarantees is the 24 Hour Service Guarantee. We will get you up and running, provide temp cooling or a hotel within 24 hrs. This guarantee is offered to replacement customers only. This guarantee doesn't apply to new construction homes.
  The repair was being moved up on the schedule before the review went up on Facebook. The homeowner wasn't notified of the change because we weren't sure if we could actually get the part. It was supposed to be delivered Friday afternoon or Saturday but didn't arrive. We were also short two out of five techs that day so scheduling the time was an issue as well. When the part arrived we pulled an installation crew off of their scheduled job to get the txv installed as soon as possible. I'm not sure where the confusion is on the part being installed incorrectly initially since this is a factory installed part and is not part of our installation process. We replace them when they fail but the indoor unit comes with this part already installed when we receive it.
  This was a newer technician and he wasn't clear on our temporary cooling policy. He has been retrained on our policies and applications.
  I never like to have someone without air but unfortunately with shipping and parts delays over the last couple of years we are seeing more and more of it. I had to go get two window units and put them in my own home recently because a part on a two year old system failed and took several days to arrive. We will always try to get someone without air back up and running as soon as possible.
  For military service and the trouble the homeowner had with a newer system we took a total of $522.30 off the original price tor the repair for over a 40% discount.

  Customer Answer

  Date: 09/27/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  First off, the $522 that was taken off was for refrigerant that our unit didn't need. That was NOT a 40% discount and that's not lowering the price, that's simply over quoting and not charging for what wasn't and didn't need to be used.
  
  Tequila at the front desk told us on Friday they would schedule us Monday. Monday rolled around and we were told "you're not the only ones waiting for AC". And then told us Tuesday.
  
  The technician said straight to our faces the TXV valve does not come from the factory with loc-tite.

  Business Response

  Date: 09/30/2022

  The system did require some but not all of the refrigerant quoted and there was a discount. I didn't see the end invoice and I do see now that it would not have been that much initially so the discount would not have been 40% but there was still a discount. We did everything in our power to get the txv installed as soon as possible when it arrived. Although it could have been said more delicately the fact is there are always people without air over the weekend and everyone understandably wants to be first in line for repair. We know this and always do everything we can to get to as many people as we can as quickly as we can. Our business depends on us doing this. We have no motivation to have anyone without ac. To my knowledge loc-tite is not used at the factory however that is a factory installed part. The part may have been harder to remove than the tech thought it should be but the only thing on the valve would have been from the factory. This part could not have been improperly installed in the field when your home was finished out. Although I regret your inconvenience I think we provided as timely a service as possible and for a fair price.