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:12/17/2024

  Type:Sales and Advertising 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.

  I purchased a new air conditioning unit for my condo and initial install was 4/15/2024. The installation failed the standards for Pasco County inspection. A follow up to make corrections was done on 13 June 2024. I spent June, July and ****** calling multiple times to have the follow up Pasco County inspection done (done 19 Aug 2024). I had promises to call me back by the end of the day ('your paperwork is on my desk', they never called) and then they had to find who had the ladder. I ended up being transferred to **** the install manager and he quickly transferred me back to ****, who hadn't been able to schedule the inspection the previous 3 months. I was then asked to speak to ****** (sp) and he said someone would be out on 27 Nov 2024 to make the corrections for the second time. I didn't choose the date, it was what was given to me. No one showed or called to say they would not show. I called again on 4 Dec 2024 and spoke to **** who said someone would be out on 11 Dec 2024. I asked him to please call if they would not show (yeah, yeah and he hung up). Again, no call, no show. If I can't even get my air conditioning unit to pass a county code after 2 tries, 14 outgoing calls to them, and 8 months, how am I ever going to get them to honor their 10 year parts and labor warranty? I don't forsee it ever happening. The inspector told me that they can't pass the very basics of the install. I want a full refund from this company as I am going to have to find another company to install a new unit with a warranty. No other company is going to honor a warranty from Superior.

  Business Response

  Date: 01/10/2025

  Reached out to customer to resolve any issues

  Customer Answer

  Date: 01/12/2025

   
  Complaint: 22684894
  
  I am rejecting this response because: 

  A representative called and left a voicemail on my phone on Friday, 10 Jan. I have spoken to an install manage and to a permit manager. I have been scheduled for someone to come to my home and make the needed corrections to have the install pass county code. On 27 Nov, 11 Dec and 23 Dec 2024. All three times the company offered the dates with no time of day for the appointments. I waited all of those days at home and no one showed and no one called to say they were no going to show. 

  I have zero faith in this company and am requesting a full refund so that I can purchase a new unit from a reputable company. I have spent the past 9 months making the effort to get this air conditioner installed to code. I can't spend the next 9 years trying to make them fulfill the warranty part of the contract. Not that I would be able to because the unit hasn't passed code.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/07/2024

  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.

  On Oct 25th, 2024 I called to report my air conditioning wasn't working. I spoke with **** who had me flip the fuses & turn the unit off, wait 30 minutes & call her back. I did this & she had me turn the unit back on. The compressor kicked in but still no air from the vents. She asked me to go outside & see if the fan was spinning. It wasn't, so she said it needed a fan ************** switch me to scheduling. Scheduling took my info & said a technician will call me back. On Oct 26th I called to report I haven't received a call back (it was the answering service). From Oct 28th to Nov 4th it was me calling & a promise that a tech will call back, nobody ever called me. On Nov 4th I spoke with ******* she said she'll order the fan motor & call me back (**** should've ordered it Oct 25th). ****** called me back, said the motor will be in the next day but they're not able to install it till Nov 6th. I waited all day, at 3pm I called & spoke with ****, he said they're still coming & to be patient. Again, no show. Today I called at 1:30pm & spoke with ****, he said he'll have ****** call me right back. It's now 3pm & she hasn't called & my air conditioning is still not working. I have been a customer for a long time & pay for a service contract. Today is the 13th day without central AC. The promise of ************** calls that never happens is VERY frustrating, not to mention the heat of ***************. All I want is for them to honor the contract & fix my unit.

  Business Response

  Date: 11/21/2024

  PER OUR PAPERWORK HER MOTOR WAS CHANGE OUT 11-9-2024 DUE TO BACK TO BACK HURRICANES THE SUPPLY CHAIN BACKED UP PARTS AND WERE DOING THE BEST WE CAN TO GET TO EVERYONE. WE ARE VERY SORRY YOU WENT THROUGH THIS ALSO THE CUSTOMER DIDNT PAY FOR THE REPAIR, 

• Initial Complaint

  Date:11/06/2024

  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 11/05/2024, I called the company, at approximately 9am. I informed them that I have a maintenance agreement plan (5 years) with them and told them the outside unit was making a loud noise at times when shutting off. The receptionist told me that she will get a service tech out to me, and I will hear from the tech when they head out to my home. At approximately 3:53 pm, I hear my doorbell ringing and then pounding on my door. I guess I didn't get to the door quick enough. The service tech *** said he needs to look at the thermostat and then told me to follow him to the outside unit. As I followed him, he said: I am going to tell you right now that these units make loud noises. I told him it was much louder than usual and that it doesn't happen each time it shuts down but when it does it's a much louder "clunk noise". *** tells me that; people with money replace the unit, so they don't have to deal with that awful sound. I told him that I don't have money, nor do I want to replace the unit that is 4 years old. He also mentioned something about customers with the maintenance agreement wanting certain things. I asked him why he is upset at me and that I am sorry if I wasted his time. He told me he was not upset and that my home felt cool to him. I told him yes when you are coming from outside, it feels cool, but it feels above 77. He told me to go inside and turn the A/C up to 80 degrees. Again, I did as instructed by him, and seconds later as I walked out of my home, he was walking back to his work truck and told me there was nothing wrong with my A/C unit. It seemed like this was all rehearsed within the company. He left at 4pm. I wasted my time waiting at home all day for this company. He literally just listened to the A/C shut off one time and left within 7 minutes. There was no need for him to talk to me the way he did. I will not have him, nor that company in my home/property again. I'm requesting a refund for remaining years of the plan.

  Business Response

  Date: 11/19/2024

  This is the first were heating of this, the customer never called the company to disuses what happen at the home with ***. This is not a unit we installed some a/c are louder than others, my man checked the unit and was working correctly while on site. Were sorry for our techs attitude this is no excuse but out tech are working 7 days a week since the two storms in the past two months, but we did respond at the customer request units that are loud there isn't to much you can do as long as they are working. We have no problem refunding the customer but i think this complain is a little ridiculous since no money was changed to fix a unit that in our opinion was working properly.

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22518741
  
  I am rejecting this response because: The company did not mention how much I was going to get refunded and the company is making excuses for their man. Ridiculous is your man coming over without a HAVC tool bag and without a check list form.  It was obvious he was not going to do anything. Your man checked the unit solely with his ears waiting for the unit to go off one time, he was here for approximately 7 minutes.  Your man was more concerned being off the clock than on the clock.  I sarcastically told him I was sorry to waste his time, he told me he was on his way home.  
  I did call the company on 11/05/2024, 4:07 PM, but the answering service told me the office was closed. I spend the rest of my evening and the next morning calling other A/C companies.
  It isn't just a loud noise.  It was a loud "clunking" noise at times when shutting off and temperature feels above what it was set to.
  I had to wait until 11/07/2024, to have another A/C company to properly check my A/C unit. The service techs arrived with their tool bags & inspected my unit from 9:04 am - 10:19 am. I received a check-list, service order and invoice. 
  It's ridiculous that you write up a contract for A/C units you do not install, and then make excuses to breach a contract.  You inspected the A/C unit before the contract and the unit was under five years old.
  There's no money exchange because the contract states all labor waived, so of course it's your best interest to have your employees say that there is nothing wrong.
  I was fair to request a refund for the remaining 4 years on my contract.  Your employee breached the contract, I could have asked for a full refund.  If your man is overworked he should take out the frustration on the company, not a customer with a contract.
  I want to know the amount I am being refunded because I do not trust your company.  I paid $475., for a five year contract.  I am expecting $380., refunded to my original form of payment.

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

• Initial Complaint

  Date:11/05/2024

  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.

  After Hurricane ******, our air conditioner was not working. We notified Superior Heating and Cooling Mgt. On September 28, 2024 **** came in and said we needed *************************************************************** the ducts. A date of installation was set for October 5, 2024. Superior never came and did not call us. The next hurricane hit on 10/9/24. Still did not hear from the company. We called them and was scheduled for October 24. I called the company that morning to confirm and was told we were not on the schedule. **** (the person who does the scheduling) told me the earliest he could get to us would be 11/4/24. He also said they are helping the people who do not have working air conditioning.I told him that we do not have air conditioning. Today, they were supposed to come and my husband called and was told we are not on the schedule. This is unacceptable. I would like an explanation y the company and lodge a complaint with you. Thank you in advance.

• Initial Complaint

  Date:10/29/2024

  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.

  New 3 ton Rheem A/C including returns was installed on 5/07/2024.On 9/29/2024 we called Superior Heating and Cooling and asked if they could fix the problem as we had water( storm surge) in the new return Service person on phone said they will send someone out. We wanted water removed and A/C checked for water damage(no damage) Service ************ dismantled A/C Unit and saw no water intrusion. **** came inside and looked into the return and saw water as I stated in my initial call to Superior. He got his shop vac and started to remove the water after he removed 3 full water he stated" " the water is bubbling in through the return and I can't fix this and should never came out, this was a wast of my time.He then grabbed the shop vac and handed me paperwork stating nothing was done and left. He left his tools and the A/C unit was still in pieces. I tried to remove the water myself and this is when I noticed the holes in the return and water still coming in. This was not a new return or it was damaged during installation. I have called several times and have been told someone will call me back in 5 minutes but never happened. Appointments have been made and no one showed up. Had a Tech Scheduled today 10/28/2024 9am-12pm no one showed. so I called and they put me on hold and hung up.I have no A /C and my ducts have mold and now need replaced.We have now contacted an attorney, their negligence has now caused thousands of dollars.

  Business Response

  Date: 01/29/2025

  We have fulfilled service calls to their home. Unfortunately the issues in their complaint are caused by the hurricanes from October, there are no warranties on ductwork just on the unit. They did not wish to proceed with the estimates for work recommended on items that were not covered under warranty. The mold and flooding issues from the storm damage needs to be handled by insurance, as that is not something handled by even the manufaturer warranty. 

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22482409
  
  I am rejecting this response because:
  The complaint was not for because of the water from Hurricane surge, but that the new return that was installed by superior had a hole in it prior to the Hurricane and that hole from faulty installation let the flood water in.

  They send a Service man over to access the situation and he found the hole. He tried to such out the water but he said he could not stop the water intrusion.  He left without any explanation leaving his tools and the A/C unit completely open.

  Superior would not respond to calls and set up Service calls but never showed.

  If the return was replaced  or repaired less damage wild have occured. 

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 02/10/2025

  Their  house was affected from the October hurricanes, the issues stemming from moisture is caused from the hurricane damages. No warranty is ever on ********, just on the unit. The storm damage needs to be handled by insurance as it is not handled by warranty.

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22482409
  
  I am rejecting this response because:

  Superior does not understand what the complaint is.. The Return Duct was not installed correctly or the Return Duct was damaged during installation. The holes were in the return before the Hurricanes as the evidence States. Superior for reasonable unknown will not address the complaint as stated.

  ? I just want a Return Duct replacement.

  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:09/06/2024

  Type:Product 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 June 5, 2024, two representatives from Superior Heating and Cooling came to my home to perform a maintenance, as part of a maintenance package. The air handler is located in attic, accessible via pull down stairs in garage. When repair person started up the stairs, the stairs collapsed. As they collapsed, he mentioned that his weight wasnt that much more than the posted weight limit on the stairs. It was apparent that the stairs were completely ruined, not reparable. Both of the representatives immediately told me to just get the stairs replaced and send in the bill. I had the stairs replaced with similar model. The work was done by a handyman that I have used that does good work at reasonable prices. I called Superior Heating and Cooling several days later and was told the same thing, send us the bill. On June 15, I sent letter including copy of invoice from handyman and receipt from **********. The total came to $733.53. I have called twice about getting paid, and the first time was told that they would put a note in the mailbox for accounting and the second time they didnt remember anything at first, but then remembered, said that bills are paid twice a month and they would request that this be paid right away or the next time bills are paid.

  Business Response

  Date: 10/29/2024

  The check was hand delivered to him, we have resolved this.

• Initial Complaint

  Date:08/15/2024

  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.

  On 6/28/24 I purchased a new heat pump/air conditioner from Superior Heating and Cooling Mgt. for $9198.00. The units were installed on 7/1/24. From day one the air handler had a bad exterior sweating problem that will cause the air handler box as well as the air handler itself to rot. The company sent repairmen several times but the issue is not resolved. I attempted to contact the company owner on 8/15/24 to resolve the issue but was told by the receptionist that she would contact the maintenance department and they would call me, they have not! Any help in resolving this issue would be greatly appreciated.

  Business Response

  Date: 09/09/2024

  We have reached out to ***************** now two times and left messages with no return call back, 

  Customer Answer

  Date: 09/10/2024

   
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********.

  
  Superior Heating and Cooling has contacted me and stated they will replace my air handler 9/25/24.  If the problem is resolved I will be satisfied.  As the unit has not yet been replaced I will not state I am satisfied at this time.  After the installation, if the problem is resolved, I will contact the Better Business Bureau and notify them of the out come.  Thank you for you attention and work on this complaint.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/31/2024

  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.

  July 1, 2024 I purchased a new air conditioning unit to be installed on the roof of my Condo. Everything was ok until it started raining the next day when rain water came out of the ac return vent. Called the Superior company and was told someone would come out to check on it. Well finally on July 16th, 2024, a tech came out at around 5:30pm. I was on my way out at the time and the tech offered to come back in the morning. The tech showed up around 7:45am. He checked the unit and said it needs a new cover and one would be ordered. On July 25th, 2024, I called the Superior company and they said that the cover was there and would be installed first part of next week. So no showings on Monday or Tuesday the July 29th or 30th. Called the Superior company again on Tuesday, July 30th and was told that they would be there tomorrow, July 31! So we wait another day while rain water comes in through the return vent. This cover should have been installed with the new air conditioner. After reading the other complaints about this company, I be surprised and happy if I get favorable results.

  Customer Answer

  Date: 08/07/2024

   
  Better Business Bureau:
  
  The business resolved the issues July 31st. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/29/2024

  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.

  Superior installed a new air conditioner at my residence on 5/23/24. They did not complete the job. The sheet metal ****** that covers the duct work on the outside was left unfinished. They said the part needed to be ordered and would be installed in two weeks. I've contacted the company 6 times for resolution. The first 3 times (7/1, 7/2, 7/5) they scheduled a time to come out but nobody showed up. The fourth call a person came to take a measurement on 7/8/24. The fifth call the week of 7/14/24 they said it would take two weeks. The sixth call they scheduled someone to come on 7/25/24. No one has shown up. The job is still incomplete after over two months. Whenever I call they tell me two weeks or schedule an appointment they don't keep.

  Business Response

  Date: 08/21/2024

  We were working with the customer directly and installed the duct cover last week. There were no further reported isssues.

• Initial Complaint

  Date:06/05/2024

  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.

  In July of 2022, I called your company due to an ** unit not blowing cold air, you sent out techs who recommended getting a new ** due to the ** I had was out of regulation/code. I decided to go with the technician that came and got the new **.On Sept 26, 2022, the ** started leaking through the ceiling, I called and the representative told me that They didn't have any technicians available due to the Hurricane evacuation. I was told to shop-vac the water out of the pan and a tech will contact me after the storm was over. In the beginning of April 2023, I basically got tired of putting things in the middle of the floor due to the leak and I called again and a representative told me that they are going to send management out here to take some pictures and repair the leak. I've had management with a tech that came and stated that it was a plenum that was leaking, no pictures was taken of the ceiling damage, Another tech came the next week and stated that I had clogged drain pipe, until I mentioned that the manager told me that it was the plenum causing the leak.The tech stated that he was too big to get up in the attic to fix the cause of the leak and he will be sending in a smaller tech to resolve the issue. The following week after a few calls another tech came with some sort of tape to stop the ** from leaking into the ceiling that was leaking into my house. I called the next day and the tech told me that someone named **** will be coming out to fix the issue, and for me to take pics and send to a gmail address (that I did not remember due to unable to write while driving) and he assured me that the company has insurance and would fix the issue. **** called from a private number and left a voicemail to come out and supposedly fix the issue but never answered when I returned the call. Now 2024 and I have to use window **'s due to a new system that still does not work !after multiple visits and ac still does not work

  Business Response

  Date: 06/23/2024

  Working with the customer.