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:07/14/2024

  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.

  I purchased a Carrrier 2 ton model #**SCA524003 condenser and Model # FT4BNXB24L00 Air Handler. I was asked if I wanted a labor policy. I asked how much and was told $1600. I immediately said NO! Weeks later I got a policy from Climate Shield Chomplete that says refer to your invoice for Contract Price. My invoice does not have the policy listed or price. I want a refund. I do not want this policy! . Mr.Heinmiller, you need to do the right thing. Why lose a customer who maintains 9 AC s

  Business Response

  Date: 07/15/2024

   

   

  The AC installation contract included a FREE 3 year labor warranty from Carrier's  Climate Shield warranty provider.  the 10 year labor was NOT ordered.  Please see attached documents. We consider this matter closed.

   

• Initial Complaint

  Date:09/26/2023

  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.

  Refusal of services. The company charged me for a diagnostic and repair. The repairs were never completed. I tried to communicate with the company and they refuse to repair the system they installed. I paid for the diagnostic and repair assuming they would do the repair. Instead they falsely accused me of theft and refuse to complete the repair. They attempted to charge me for two trips to my property when they should have only done one and made the repair the first time because of their scheduling error. See attached invoice and email string.

  Business Response

  Date: 10/13/2023

  We performed a diagnostic service on Mr. ********* system and charged the $199 diagnostic fee at the time of booking the appointment and performed that service.  There is not a refund due, and we consider this matter closed. Mr* ******* contacted our office due to a leaking pool system. I advised Client that our diagnostic fee is $199 plus any cost of repairs. Client advised he would not be home as he is out of town and would be available by phone later that day on the day of service. I advised he would need to pay the diagnostic fee up front and we would contact him when he is available with the technician’s findings and cost of repair and Client agreed. Upon completion of diagnostic, I emailed Client with findings and cost of repair. At that point Client became upset and demanded that we change our pricing as he felt that we should have completed the repair at the time of the diagnostic. We were not able to contact him in the time frame of his service call so we did not have authorization for repairs at the time of diagnostic, as previously discussed when booking the call. Client became upset when explaining our repair price and demanded that we change our prices to his liking. He is now requesting a refund of the diagnostic fee that he paid to us upon booking the call. No repairs were ever included in this price.  Again, the diagnostic service was completed, and no refund is warranted. We consider this matter closed. 

  Customer Answer

  Date: 10/24/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  When I initially filed this complaint there was not an option to select that applied directly to the issue I was having with this company - coercion, withholding services, false accusations.  

  From the email I initially included, Bob Heinmiller Solar overcharged me for a diagnostic fee. They used deceptive practices to charge me $199 to come diagnose a passive pool heating solar system without the intent to repair. The company's agent, Angel scheduled a time with me to conduct the diagnosis at 10:30am EST since I would not be available earlier. Angel purposely sent the technician out to my home earlier, at 8:30am, with the calculated intent to charge me twice for travel. Angel, as document in the email exchange and the invoice, knew of the time requirement. In addition, I later learned that Angel was using deception with this "service" call as a means to collect a debt she falsely believes and accused me of owing her parent company, Bob Heinmiller AC. Angel, and Bob Heinmiller, had no intent of repairing the system they installed on my home, and under a supposed warranty, without first trying to coerce me into paying a debt that is not owed - please see additional documentation added. Angel even threatened me on the phone stating "good luck on finding someone to fix this," knowing that physical damage to my property was likely without the repair being performed. 

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

  Business Response

  Date: 10/26/2023

  You agreed to pay the diagnostic charge to check the panel to see what needs to be repaired, which we did.  
  After the diagnostic was performed we discovered a past due bill on one of your rental properties from 2021 where you ordered a leak check and 5 pounds of refrigerant to be added to an AC system, and then refused to pay the $820.00 bill after the work was performed.
  We consider this matter closed.

• Initial Complaint

  Date:01/05/2023

  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.

  I received an email (Oct 22, 2022) stating: "Your generator has a fault. Your generator ******* has experienced an interruption in normal performance (E2800). Please log in to your account to view your detailed status message or contact your service/maintenance provider". I called and spoke with ****** and told her I was receiving notification through MobileLink. I asked her if there would be a charge for them coming out and she said "NO". When the person came out, he said said that the button has been pushed to turn off the unit. He turned it back on and handed me a bill for $225.00. I told him what ****** said and he said it is what it is. I told him I was not paying it. I called and finally spoke with ****** and she said she would do it for $190.00 or they would not service me again. Needless to say, my husband paid it. I had my unit serviced for its year service and received a call from ****** asking for the money. I told her I was driving and wouldn't take that for and answer so I hung up... The next morning I received a call from ****** at 8:15 AM asking for the money. I told her I was sleeping and hung up. I have placed 4 calls to ****, the owner, who will not call me back. I was told first by ****** that he would call back within the hour. I called back and was told be ******* that he would call back that day. Yesterday I was told that he would call back by the end of day and just now I was told by **** that he would call me today. I want me money back for the visit that I should not have paid for. ($190.00)

  Business Response

  Date: 01/16/2023

  The Generac Parts &Labor Warranty covers replacement of defective parts and the labor to do so.  Your Generator had no failed parts,the problem was operator error.
  We have already discounted the Bill for our service from $225.00 to $190.00 which your husband agreed to pay.
  We have to collect for our vans and technicians running calls in situations where the failure is not covered under warranty.

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18803582
  
  I am rejecting this response because: He did not respond to my message of calling back and he should have. This is not how you conduct yourself in business. If there was no charge then ****** shouldn't have told me there was no charge. 

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

  Business Response

  Date: 01/18/2023

  Our customer reply is final and we will not respond again.

   

• Initial Complaint

  Date:06/03/2022

  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.

  We have a Carrier air conditioner that we bought through Bob Heinmiller Air Conditioning. At the time, we purchased a 10-year warranty agreement through Bob Heinmiller that covers parts 100%. Our Certificate of Coverage is effective through 5/23/2027. On 1/24/2022, a Bob Heinmiller tech came out to look into a lockout error we kept receiving and said he needed to order a part. After back and forth with Bob Heinmiller, someone finally came out on 2/3/2022 to replace the thermometer. On 5/6/2022, we had the issue again. The tech that came out that day said the control board needed to be replaced so that we don't keep having the same issue. On 5/10/2022, "L" at Bob Heinmiller said the part is EXTREMELY backordered, and it would be several months before they could get it. Since Bob Heinmiller wasn't able to get the part, "L" suggested we find the part ourselves and then call them back to install it. "L" provided the part number HK*******. We were able to find one source with one left in stock. It cost $480.28 ($436.70 + $12.16 shipping + $31.42 tax). I asked "L" how we would be reimbursed. She told me to call Carrier. On 5/13/2022, I called Carrier and spoke to "P" and created Case #*******. On 5/16/2022, "L" called me and said they were working on getting me reimbursed. On 5/25/2022, I called Bob Heinmiller back to get an update. "L" was out, so I spoke with "M." "M" told me Carrier was taking care of the reimbursement but that she would call Carrier again. She didn't call me back, so on 6/3/2022, I called Carrier and spoke to "P" again for a follow up. I was told Carrier is not responsible because the part wasn't purchased from one of their approved distributors. She said Bob Heinmiller should have purchased the part on our behalf rather than have us purchase the part. We are in Florida. We can't go months in the summer without air conditioning. We have a warranty and followed Bob Heinmiller's instructions in purchasing the part.

  Business Response

  Date: 06/22/2022

  Business Response /* (1000, 5, 2022/06/15) */ We spoke with the customer, and have come to a solution to resolve the issue. Both parties (customer and Bob Heinmiller) have agreed on the solution and this is now resolved. Consumer Response /* (2000, 7, 2022/06/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)