Complaints

• Initial Complaint

  02/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2022 I hired Best to do some electrical work for me. Later on I found out few of the things they charged me for was unnecessary. They talked me into getting the maintenance plan. AC broke and needed repair, their tech said it couldn't be repaired it had to be replaced by a new unit for either 20k or 24k. *********** offered me cinch home warranty repair, Cinch sent a technician to my house, they repair my AC that best said couldn't be repaired for $600 and it has been working ever since. After Cinch people spent days working on my AC, Best called and urged me to take advantage of my free maintenance plan. Less than a month after my AC was repaired, the Best guy they sent told me that my AC was broken and needed a $1000 repair. I canceled the maintenance plan right then and there. I haven't renewed it since 2023. They called me numerous times to asked me to renew it I refused because I realized they were a ripoff. Today, 2 years after I canceled my maintenance plan with Best Home solution, they took it upon themselves to renew it and charged my credit card $200 for said renew plan without my consent. Past 2 years they called and asked if I wanted it, today they changed tactics. They decided they were going forced me into their maintenance plan and billed me for it

  

  Business response

  02/04/2025

  Best Home Services values the customer's feedback. We have since spoken with the customer to address their concerns. Please see the attached invoice reflecting the $199 refund. We have also confirmed with the customer that their maintenance plan is cancelled, and their credit card is removed from our system. 

  Customer response

  02/05/2025

   
  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.
  
  Sincerely,
  
  Malide Coulanges

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased the maintenance service for this business as it seemed like a fair and reasonable deal. On Wednesday a service tech came to provide maintenance for my A/C which is a new unit with less than 2 years. The tech told me everything was running as it should and attempted to offer me so unnecessary upgrades, like a UV light, which I declined. Less than 48 hours later my A/C stopped working, which is the first issue I have ever had with the unit. I contacted them and they sent over a different tech to look at the A/C unit. The new tech tells me that the blower engine was broken. I explain to him that it was strange that my new unit never had any issues until it was serviced by their tech and he agreed with me. He gave me the price estimate for the piece, which was still covered by the warranty, and he told me it cost $800. Then warranty provides the piece at no cost. He then offered me their part which cost $1,500. Searched elsewhere for the part and it was only $350. I declined the repair since they were the ones who cause the issue and decided to contact their manager. I got in contact with the manager who told me it was not their fault since the first tech said everything was working as it should. I told him that the A/C unit was new and never had issues until his tech started to work on it. He refused to take responsibility for their negligence during the maintenance service and told me he could fix it for $450. I disagreed and told them that they have to fix my unit to how it was before they damaged it. The manager did not agree and continued to ****** responsibility. This company damaged my A/C and is refusing to take responsibility for the actions of their employees.

  

  Business response

  01/21/2025

  On 1/8/2025, Best Home Services performed an ** maintenance. The blower motor was checked and found to be within manufacturer specifications. Please see the attached photos to verify. On 1/11/2025, the homeowner contacted Best Home Services to schedule a service appointment due to the ** malfunctioning. During the booking call, the homeowner indicated they might attempt a self-repair and inquired about potential cancellation fees. Best Home Services disclaims any liability for the malfunctioning motor due to:
  The time elapsed since the maintenance (1/8/2025).
  The homeowner's expressed intention to attempt self-repair.
  The fact that the motor was functioning correctly during the technician's previous visit.

  Customer response

  01/23/2025

   
  Complaint: 22806727
  
  I am rejecting this response because:

  I never attempted any self repairs. Nowhere and at no time did I do or say I was going to do that. I do not know how to repair A/C units. 
  Blower motor was working perfectly fine until it had maintenance done by this company. 

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

  

  Business response

  01/23/2025

  Can you please attach this phone call to our response to BBB complaint # ********. At around 11 minutes 20 seconds into the call made by the homeowner on 1/11/2025 she states that the husband ******** would be touching the unit to attempt to fix it prior to our callback visit on 1/12/2025.

  Customer response

  01/24/2025

   
  Complaint: 22806727
  
  I am rejecting this response because:

  I am the husband. I did not touch any part of the A/C unit, which is why we did not cancel the appointment. Also by that call you can clearly see that the unit was not working prior to the call, which means that even if i had touched it after the call it still broke down right after your technician came to maintenance the A/C. It broke down in less than 48 hours, likely less than 24 but we could not tell due to the weather being cool. I would like to cancel my "maintenance" service for a full refund. I will no longer be using this company in the future. 

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

  

  Business response

  02/05/2025

  Best Home Services maintains its position that we are not liable for the malfunctioning blower motor. Our records indicate that on August 11, 2024, a technician assessed an intermittent blower motor issue at the homeowner's property. Subsequently, the homeowner elected to enroll in our Membership Plan in lieu of the standard $89 AC diagnostic fee. The homeowner has already benefited from the Membership Plan, including a 10% discount on a plumbing service performed on December 19, 2024, resulting in a savings of $78. The Membership Plan includes a non-refundable enrollment fee of $50. Given these factors, we will honor the homeowner's request to cancel their Membership Agreement. However, no refund will be issued. Please refer to the attached invoice for detailed technician findings and Membership Plan information.

• Initial Complaint

  01/09/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  all the details are stated on the attached complain

  

  Business response

  01/09/2025

  Best Home Services values the customer's feedback. We have since spoken with the customer and have cancelled their maintenance plan as requested. We will be addressing the customer's concerns internally with our management team and technicians.

  Customer response

  01/09/2025

   
  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.
  
  Sincerely,
  
  ***** Pop

• Initial Complaint

  12/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 4, 2024 my credit card was automatically billed $298.00 for renewal of a maintenance contract that I previously told them to cancel. I have spoken with them four times since then and they only have rediculous reasons why their system wont refund the money. they have never denied that the refund was legitimate. Their prices are excessively high on every thing they have done at my home. Would never use them again or refer them to anybody.

  

  Business response

  12/13/2024

  Management has spoken with the customer regarding their concerns. We informed the customer of the delay in processing refunds due to a system update. This has since been resolved and the customer's refund was processed on 12/12/2024. Please see the attached photo regarding the refund. 

• Initial Complaint

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I originally called Best Home Services for an odor in the bathroom when the water is turned on. We have city water so we assume it is something that should not be happening. A tech comes out and does not touch a single thing and states that it is probably the shower pan and he has no idea what could be causing that in only one bathroom. Being that he talked us into the membership, we were offered a maintenance appointment for the air conditioning unit and the electrical. When a tech came out for the electrical it was very dramatic. He was on and off the phone acting as though he was scared to leave us in our home (that has been inspected multiple times) due to the electrical breaker box being so outdated and his wordsrecalled in the 1980s. We paid over $4,700 for the work that was done. The next week the water heater flipped the breaker several times and when a new tech came out he told us the previous tech has put the wrong size part in for the water heater. We left it at that but seriouslyyou should know exactly what youre doing if youre going to touch someones electric. Fast forward a few days more, a tech came out in August to maintenance our a/c unit he stated it was in great shape with no issues no mold no condensation. He even commented on us having a husky and being surprised how clean it was. Fast forward 3 months to current date 11/20 a tech came back out again for the a/c unit and insists that several screws are missing and panel was not replaced on return in *****. Also says that the unit is not cooling. Except it is and nothing is wrong with it. I was made aware recently by a Best Home Services tech that they work on commission and now it all makes sense. This company.not once, but twice, tricked me into doing unnecessary work. This time it will not work. I will be canceling anything and everything having to do with this company and will never recommend this company. It is disgraceful to take advantage of your customers this way.

  

  Business response

  11/26/2024

  Best Home Services has spoken with the customer regarding their concerns. The ******************** appointment they were charged for the $39 assessment fee and attached are the plumbing technician's findings on the invoice. In regard to the electrical panel replacement, the electrical technician recommended replacement due to heat stress on the busbars, discolorations of the metals, the age and condition of panel with the amount of debris and wiring that is nested inside the panel which would create excess heat. The customer proceeded to go with the ************************ panel replacement. Attached are the old electrical panel photos along with a photo of the new electrical panel installed. The electrical panel was installed on 8/21/2024 and the breaker issue was corrected on 8/25/2024. For the ** portion of the complaint our ** team has only been to the customer's residence once for an ** maintenance on 11/20/2024. When our ** technician arrived, the customer had turned the ** unit off. When it was turned back on to perform the ** maintenance it was discovered the unit was not cooling properly so the ** maintenance technician recommended setting up an appointment with our ** service technician which the customer declined.  The customer requested to cancel their maintenance plan which was cancelled on 11/22/2024 after speaking with the customer.  

• Initial Complaint

  11/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Invoice #********* Date 10/31/24 - $8,500 Total Invoice - for Meter Main Combo Deluxe W/Grounding HH Surge. The salesperson, ****** Coil, at time of sale, said they would also remove and cap ceiling fans for no charge. Upon submitting the invoice for reimbursement from my flood insurance, the insurance company is requiring the invoice to be itemized to determine which item was underground, as that is not covered by my flood insurance. I called Best Home Services on 11/19/24 and 11/20/24 and explained my request. Both times they refused to connect me to someone who could help me with this issue, refused to give me an email address for someone who could help me with this issue and promised someone/a manager would call me back. No one has called me back. I need as much of this invoice as possible to be covered by my flood insurance as soon as possible. I sent a request on Best Home Services website asking the invoice to be itemized without response. I would like the following items assigned a price: 1) Install new meter main with all new breakers - $.... 2) Install new GFI outlet under panel - $.... 3) Replace broken FPL down pipe (above ground) - $.... 4) Replace broken FPL down pipe (below ground - $.... 5) Install surge protector required by code - $.... 6) Install 2 ground rods - $.... 7) Permitting - $.... I ask that they fairly assign an amount to each item to total the $8,500 they charged me. Thank you

  

  Business response

  11/22/2024

  Best Home Services values the customer's feedback. We have since spoken with the customer to resolve their concerns. 

  Customer response

  11/25/2024

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  See uploaded document.

  

  Business response

  11/18/2024

  Best Home Services values the customer's feedback. Management has spoken with the customer regarding their concerns with the surge protector. As far as the damage to a sensitive device, the surge installed in the main panel is a whole home 120/240v surge, this surge does not protect against surges that enter the home from the cable or ethernet side of the home. This would require a separate surge protection device as these are completely different systems of the home.  As a resolution, a new surge protector was installed on 8/22/2024. Please see the attached invoice. In regard to the ** concern with potential growth. The customer has not called ******************** to report this issue. The ** system was installed on October 20th, 2022. We have been out to the residence multiple times most recently 5/22/2024 for an ** maintenance and 4/11/2024 for an ** service visit. Due to Best Home Services not being advised of this concern we are unable to verify the source and cause of this issue and will not be taking liability. 

  Customer response

  11/20/2024

   
  Complaint: 22521773
  
  I am rejecting this response because: 

  1) I dont challenge Best Home Services (BHS) response to the mold problem from their installation of the air mover, because I should have contacted them first, before repairing.

  
  2) Although, I reject BHS response for the following reason: The receipt for the surge protector (included as an attachment) states, Ultra Main Panel Surge Protector with Lifetime Warranty. Lightening causes major damage to homes annually. Protect your sensitive electronic devices and extend the life of your appliance by adding Surge Protection. As of 2020 this is required by code.
  
  After my sensitive electronic devices were damaged by lightening, BHS stated their device does not protect against surges that enter the home from cable or ethernet side of the home.
  
  They misled us about the warranty and misled us about the protection. Their receipt states the surge protector came with a lifetime warranty. Then after I reported the damage, they told me they DONT warrant the product and that *******, the manufacturer, only warrants the device for two years. Further the ******* device does NOT protect sensitive electronic devices, contrary to their receipt.Only after I experienced the damage to my electronic devices and raised the issue with them, did they acknowledge they installed the wrong device.
  
  I paid for a BHS device that was guaranteed to protect my electronic devices. It failed to perform as they said, and they dont want to take responsibility. I reject their response to the surge protector issue.  
  
  Sincerely,
  
  ****** *******

  

  Business response

  11/26/2024

  Management has since spoken with the customer, and we reached a resolution to supply and install a coax surge protector to cover the low voltage side of the electrical system.

  Customer response

  11/26/2024

   
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had in home estimate with ****** Coil on 10/18/2024 to install a car charger. Initial estimate was around $1740. Paid 50% of it that day via **** cc $870. Next day work was done, instead, a regular outlet was installed with a dedicated line; not a car charger. I was told by the electrician, **** ****, that I would be called with a new estimate. I called and left a message for a call back on Monday 10/20/204. I called again on Wednesday 10/23/2024 and have not yet received a call back to date with a new estimate.

  

  Business response

  10/28/2024

  Best Home Services has since spoken with the customer to address their concerns. We have refunded the customer for the scope of work change difference.

  Customer response

  10/29/2024

   
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  10/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I filed a negative complaint about plumbing services from Best Home Services on Monday 9/29, I was misled by the tech regarding the work and most of all, when I finally received a copy of the itemized work, it was noticeable that I was charged for things he did not do, and my signature was forged on customer acknowledgement documents. I received an email from the team leader stating they will refund me $50, which is an insult, and she had a blind eye regarding the forgery, I was being kind and requested a 20% refund, when received, I would donate the refund to the World central Kitchen for the hurricane victims. I heard nothing back, who would do business with a company that doesn't care about their fellow man,. My next step is to contact the *************************, collier county contractors' investigation office and **********

  

  Business response

  10/08/2024

  Best Home Services appreciates this customers feedback. I have spoke with the customer through email and ******* an agreement. We have issued a refund check being mailed in the amount of $100. {Please allow 7-14 business days to receive.  

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When our A/C went on the ***** a few years back, we called BHS. They recommended a new unit ($11,000 +). We trusted their judgement without a second opinion and had the work done. Recently, the system stopped for the fourth or fifth time (and this time we had a houseful of family guests with outside temperatures in the 90s). We were charged (again) more than $300 to drain the pan and more than $200 to open the drain line. Nevertheless, the problem was STILL not fixed. The very next day, the system stopped again. With this service call inspection, I was told the plenums and insulation MUST be replaced, as it was the cause of the ongoing ********** wasnt the cause of the problem either, as $6,000 later with new plenums and insulation installed...the system quit yet again. *** did substandard and incompetent work when they installed the system, along with the problematic drain line. Frankly, Im not sure how the installation ever passed inspection, but its **** responsibility. Over the course of several years and multiple service calls, no one ever accurately diagnosed the real problem, namely a leaking evaporator pan. The final straw was the recommendation of yet another new system and running the drain line out the ***** of our home.BHS repeatedly missed the actual cause of the problem. And charged us money to do it (or not do it)!We have since contracted with another HVAC firm who has provided us with thorough information, didnt ask for an upfront deposit, and didnt recommend things we didnt need.We believe the proper thing for *** is to refund us ALL amounts paid to them since July 29, 2024. By my rough calculation, that is nearly $7,000. If not the entire amount, ONE-HALF at the very least. I have not been offered that sum.We arent looking for something-for-nothing." Rather, we think this would correct the current reality, which is literally nothing-for-something."Anything less would be patently unfair to the consumer.

  

  Business response

  09/25/2024

  Best Home Services appreciates the customer's feedback. We had offered the customer a settlement of the matter in the amount of $1523 he declined. We also offered to do drain and pan free, customer did not proceed. I think he was concerned with techs drain line solution which I explained didn't have to be that way. Customer would not send in a competitor invoice for his claim of a misdiagnosis.

   

  The email he sent is below:

  Isaiah -

  I will not sign this agreement at this time.  I am investigating my options with the Florida ************************************* and others before I agree to the terms outlined in the document you sent.
  I still believe Im entitled to a refund of at least half of the amount paid for work that was ineffective. That acceptable settlement amount would be $3,404  I would sign that document.
  I thought this $1,523 was just an initial refund offer with no strings attached.
  

  Rick *********
  Founder - Retired
  Current360
  ***************************
  **********, **  40206
  Cell: ************
  Connect with me on LinkedIn

  He said he was looking into other options and management is firm on our offer to him of the $1523. 

  Customer response

  09/26/2024

   
  Complaint: 22337711
  
  I am rejecting this response because:
  

  Best Home Services sent me a document to sign saying, in essence, they had done nothing substandard.  I refused to sign the document, but didn't reject the modest refund.  I would be happy to provide a copy of the invoice showing the replacement system cost.  The drain line comment was never presented to me until AFTER BHS failed to correct the problem, and then--only--if I agreed to allow them to replace and charge for a replacement system.  I have attached copies of the invoice for the original system they installed in 2019, the subsequent failure of which I believe is their responsibility.  I will accept the refund, but won't agree that their work was in any way acceptable. The charges for work they did (and charged me for) was totally ineffective in resolving the issue causing the unit to fail and unrelated to the root cause of the issue.
  Sincerely,
  
  ******* *********

  

  Business response

  09/26/2024

  Best Home Services appreciates the customer's feedback. The customer was not due a refund it was for customer satisfaction so yes, we asked the customer to sign the *** before this ******************** complaint. Customer refuses to show us a competitor invoice from a licensed and insured contractor showing our claimed misdiagnosis. Best Home Services will not offer any other refund.

*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. ↩