ComplaintsforBest Home Services

• 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.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am extremely disappointed with the installation and customer service.I had a $13,000 new water softener system with aerator tank installed. They had to come back 15+ times from April August for various issues, like not having any water at all 3 mornings, pipes coming loose, the salt reservoir filled up with water a few times, yellow/brown water, and the pump wire came loose. Its still not properly completed, meaning they left a hole in the tank after having to drill additional holes for new pipes. The pipes shake excessively every time the unit turns on, which is why the pipes keep coming loose and leaking.After the THIRD time of having no water in the morning, I told them I wanted the system out and my money back, but they would not do so. They gave me other options, none of which fully address the issues, or will give me a system I had before this one or will cost me another $5000 if I want a better system (which was quoted $3,000 LESS just a few months ago!). **************** wanted me to choose one of their options and sign a letter stating the issue was fully resolved to my satisfaction. I could not sign such a letter because it wouldnt be true. I suggested other alternatives, but they would not budge on modifying their options to make me a satisfied customer, so my situation still isnt resolved. If they would combine 2 of the options, I might be satisfied. Im left with a brand-new unit with a hole in the tank for bugs etc. to get into my system. I also received a quote from another company for $10,000 LESS, for a better system.As it says on this BBB website, I have first contacted the email shown and received no response.

  

  Business response

  09/12/2024

  Best Home Services appreciates the customer's feedback.

  To address the customers concerns, we proposed the following options:
  
  Refund and Extended Warranty: A $1,000.00 refund and an extended 1-year warranty.
  Replacement: Replacement of the damaged tank with a brand-new unit.
  Dual Sulfur Filter Installation: Installation of a dual sulfur filter.
  Whole Home Reverse Osmosis: Application of the $13,000.00 you already paid towards an $18,000.00 whole-home reverse osmosis system, with a $5,000.00 balance remaining.

  The customer declined all the options offered. 

  
  

  Customer response

  09/12/2024

   
  Complaint: 22270963
  
  I am rejecting this response because I have been contacted by upper management and they are sending someone out on Friday,  September 13 to look at my unit.  This is not yet resolved.  I will know more after they come out to my house tomorrow. 
  
  Sincerely,
  
  ***********************

  

  Business response

  09/13/2024

  Our trade management has let me know they went out today and resolved the customers complaints. Please close this as resolved. Thank you 

  Customer response

  09/19/2024

   
  Better Business Bureau:
  
  The company came out to inspect my unit and have now removed the entire system and replaced the entire system with a new one. 

  This is in reference to complaint ID ********.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been waiting 14 days for a plumbing manager to call me about replacing a defective hot water heater. I have had 2 warranty service calls because I didn't have hot water and have air in only the hot water line. After the 2nd warranty call I have hot water but I still have air in the hot water line. I just want it replaced but only a manager can approve that and no manager will call me (after 3 calls, all documented).

  

  Business response

  08/21/2024

  Best Home Services values this customers feedback. We have since sent a technician on site to address any concerns. 

  Customer response

  08/21/2024

   
  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

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Best home services came out about a year ago and performed some overpriced word. They said at the time for the 1200 dolars they were charging that they would add in a free 200 value home inspection for plumbing, AC, and electric. That was part of the reason I accepted the offer of 1200 for the work. A year later out of the blue is a charge on my card for 199 dolars. I never agreed to this. I will never do business with these crooks again.

  

  Business response

  08/14/2024

  Best Home Services appreciates the customer's feedback. This was an auto renew and has been refunded in full and the plan was canceled.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear BBB,I am writing to you to ask you to please help me get Best Home Services to refund me $199.00 for an auto renew that was charged to my Citifinancial card and which I never authorized. On June 2nd I spoke with a Best Home employee, I believe his name is *******, and on June 26th , and also on July 16th, I asked ******** once again to refund my money. To date I have not been able to get this refund It is important that people know how complicated it is to cancel a service and request a refund when credit card information falls into unscrupulous hands like Best Home who does not want to return the money I appreciate your attention to this matter,********************* **************************************************************************************************

  

  Business response

  08/05/2024

  Best Home Services appreciates the customer's feedback. We received his request and processed his refund. I have attached the invoice which shows it was refunded on 7/16/2024.

  Customer response

  08/15/2024

   
  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

  07/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I used Best Services for an annual HVAC contract. Each visit found major and expensive maintenance (over $1,000 each visit). I chose not to renew the contract and indicated why. I have hired Conditioned Air which is completely professional and fair.Despite this, I receive twice weekly phone calls from Best trying to hard sell me on scheduling a maintenance visit. I have told the callers firmly to stop calling me but the calls persist.I am very surprised that the BBB has given this firm an A+ rating. They are predators and unethical!***********************

  

  Business response

  07/19/2024

  We value the customer's feedback. The home care maintenance plan has been canceled and no further contact will be made. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or around June 3 2024 we were quoted a full recipe of water lines in our home at a cost of $9135 was told it would be done in a day a week later they said the job was complete. We currently have a water leak in a sink that ruined a cabinet the plumbing that was replaced for the shower heads is loose and flopping around the supply lines in the attic are spaghetti woven through all the trusses they ruined our new baseboards in the process. We have repeatedly called the company to resolve the issue with no response not even a call back! Was told an inspector would be here on 6-12-24 between 6-8 pm with a no call now show. Weve tried getting ahold of *********************** with multiple messages with no response. We are going to be forced to have someone else repair the job at more cost to us and seek legal recourse if we cant get it resolved. Help from the BBB would be greatly appreciated as they obviously dont care about their customers.

  

  Business response

  06/26/2024

  Thank you for notifying our team of your concerns and giving us the opportunity to address your matter. All work has been corrected on 6/20/24. 

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Best Home Services installed a Hot Water Heater and did not pull a permit which is required by Collier County. We found out about this when Plumbing Nerds came out to service the heater. My wife ******************* called ********************* (Best Home Services) and asked him why they did not pull the permit. After several calls and emails, ****** emailed us and said it was not required. We are going to list out home soon and do not want fail an inspection due to a permit issue so we had Plumbing Nerds submit the paperwork. I sent ***** and Email asking for reimbursement for the permit and received no reply. The lack of customer service is completely unacceptable and needs to be addressed. We respectfully ask the BBB to assist us in recovering the permitting fees. Thank you.********************* BEST HOME SERVICES | Customer Experience Coordinator ************************************** Best Home Services: ************** ***************** Services: ************** Integrity Home Solutions: ************** Veteran Air: **************

  

  Business response

  06/15/2024

  Thank you for bringing this to our attention. We are actively working with the customer and the county to resolve the matter. 

  Customer response

  06/18/2024

   
  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

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 2, 2024 They came over to check out why our AC wasnt working. It was only supposed to cost $89 to come out. When he figured out we were out of ***** he said he have to check for a leak and that would cost $370 which we were desperate since it was 90 degrees inside so we agreed. Also he said that the initial $89 would be waved since they were now charging us $370. When he finds the leak he said that the part was under warranty but it would cost us another $2400 for them to fix it. We almost fell over backwards! We called another company and they came the next day and found the leak and replaced it for a total of $500. I called best home services to complain and they said that we had bought a membership plan and that the cost was a great deal. I informed them that they would never be allowed in our house again and that we were never told that we were signing up for a membership plan. They informed me that my husband signed the contract which was on the mans phone. He told my husband he needed his signature and that it just stated what he had done and my husband trusted him so he signed it. I told the man on the phone I would like to cancel since we will never use them again and he said we would only get $10 back even though they charged us $200 for the membership. He said that if we didnt want the membership then we have to pay for the $89 fee plus the $221 fee for the leak test and since we got the membership we got a $100 off so somehow they really dont owe us anything.

  

  Business response

  06/15/2024

  We have since contacted the customer and reached a resolution to overcome their concerns.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Weve had a brand new AC unit (not even year old) keep breaking (to our home over 16 times in the last month and 3 broken parts plus Freon leak) and they refuse to replace entire unit while my family of 8 sits in 85 degree house and I have a major surgery on 3/27

  

  Business response

  03/27/2024

  Our team is fully dedicated to this customer and their concerns. 

  We are working with the manufacturer of the ** equipment and have expressed the customer's request to replacing the system. 

  Until the manufacturer responds, our team will continue to make any necessary repairs under the customer's warranty at no cost to the customer. 

  Customer response

  04/01/2024

   
  Complaint: 21492573
  
  I am rejecting this response because:
  
  

  We have a lemon and Best Home admitting system was rewired wrong. 
  

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

  

  Business response

  04/08/2024

  The final repair was completed on 3/27/24. 

  As Best Home Services has worked hand in hand with *******, we do not have the final say in replacing the customer's equipment under their warranty. 

  We will continue to express the customer's concerns to *******. We have also advised the customer contact ******* directly. 

  Customer response

  04/09/2024

   
  Complaint: 21492573
  
  I am rejecting this response because:

  Our contract is with Best Home Services, not *******. This is a product sold by Best Home Services and they need to stand by their product regardless of the manufacturer. This is a poor reflection on Best Home Services. We were not given the option of other manufacturers but instead trusted Best Home Services and their products. We have already voiced this poor customer service to others and people are astounded by how poorly we have been treated, not by *******, but by Best Home Services. Best Home Services is making a poor name for themselves, not *******. Its awful we have to fight for a warranty that was sold to us by Best Home Services and continually put the customer in the middle for a brand new unit thats not even 1 year old as of today. Best ************ technicians have even acknowledged how we have a lemon and wiring issues made by Best Home Services to still have Best Home Services not taking any ownership in their products they sell. A 3rd repair was made on 3/27 to a brand new unit. Please dont acknowledge that is a win as this is a brand new unit. I shouldnt have any repairs made. How long is my unit going to last? How about the time and stress on my family of 8 in Florida in the middle of our hot summer? Best Home Services has not provided one offer for our inconvenience due to them selling us a faulty product. We will make sure Florida knows how Best Home Services treats their customers. 

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

  

  Business response

  04/12/2024

  We have attached the customer's contract and warranty.

  ******************** is operating within our contractual obligations and have made all repairs under the customer's ******* labor warranty with ******************** at no cost to the customer. 

  There have been no recurrence of the same issue or repair which is why the manufacturer will not approve the replacement request the customer submitted. 

  Our team is in full cooperation, and we will continue to advocate for the customer. 

  However, this request falls outside of our company's ability to override their manufacturer warranty and we consider this matter addressed and responded to. 

  Customer response

  04/12/2024

   
  Complaint: 21492573
  
  I am rejecting this response because:
  

  No reoccurrence is incorrect as we had Best Home Services come out 16 times in one month due to a Freon leak, had our system recharged multiple times, and the last technician saying Best Home Services wired the ** system wrong and didnt reset the smart system correctly. 
  

  Since that technician, we have not had issues and he should be commended for his services, knowledge and honesty. 

  As stated, Best Home Services has not compensated us for our lost time and the extra wear and tare on our ** unit. They came out 18 times to fix a brand new unit . Where in the contract did  it warn us the unit would break multiple times before the first year? Where in the contract did it say the same piece had to break twice before it would be covered? The contract said we had a 10 year lemon warranty and WE paid for it because of the warranty but now Best Home Services is backtracking. 
  

  It appears Best Home Services is making sure they did the bare minimum and met their contract but how does that take care of your customers? Did not realize Best Homes Services marketed a warranty, we paid extra, and then had to fight for the warranty we paid extra for and didnt tell us the what actually the warranty was. Its gross manipulation of a contract and was not informed consent as you mislead us as the customer. We were told if their were any issues it would be replaced. 
  

  This is poor customer service and will be made known to other residents. Zero confidence this will last 10 years let alone this hot summer. 

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

*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. ↩