ComplaintsforSunrise Heat & Air

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 11, I paid $159 dollars to Sunrise Heat and Air to do a maintenance service to my A/C unit which was scheduled for August 18. On August 14, I noticed a double charge in my credit card account from this company. I called and they removed one of the charges. At the same time and during the same call I canceled their services and requested a full refund. They promised to do it right away, while the charge was still showing as pending. They did not only not processed the cancellation, but they went ahead and charged my credit card. I called several times during this week, but as today the charge still remains. This company is not trustworthy. They lied to me promising to send me an email with the cancellation, but as today they havent done it yet. I disputed the charge with my credit card bank, and I want to report this company with the BBB as well because they are not honest in the way they conduct their business.

  

  Business response

  08/18/2023

  Dear ******;

  I am going to clarify for you since I think you misunderstood what took place.  When the payment was being processed the processor hit the button 2 times which generated the second payment.  At that immediate second the additional payment was voided.  No other payment at all was ever processed.  You will see from the attached document there is only one transaction reflecting from the search results.  In most cases the void is so fast you dont even see it if this takes place.  I do not understand why you were even able to see it.  We unfortunately have no control over what your credit card company does with the processing on the consumer side.  We cancelled your membership as asked. We never had a conversation on emailing voided membership.  As for your refund it was submitted to accounting and will be processed in 10 business days from time of request and at that time, I will email your refund receipt as promised. I hope this clears up any confusion.  

   

  Customer response

  08/23/2023

   
  Complaint: 20491080
  
  I am rejecting this response because:
  The second charge that you didnt cancel yet and you havent gave me a refund still is showing in my bank account. You still have to straighten up this charge with the credit card that I used to pay you with. Also, its not true that you didnt promised me to send me an email with the cancellation and proof of full refund. You did it during our telephone conversation on Monday, August 14, when I called you to cancel the service and the appointment that we had for August 18. If you canceled the charges, it shouldnt be still showing in my credit card balance.
  Sincerely,
  
  *********************

  

  Business response

  08/25/2023

  ****** you are correct we have a 10 day business refund process.  The request was put in on the 17th and the refund will be done on the 31st.  At that time I will email your receipt over for your files.  I hope that cleared up any confusion you have.  

  Customer response

  08/31/2023

   
  Complaint: 20491080
  
  I am rejecting this response because:
  Given the number of verbal and written promises from Sunrise Heat and Air about canceling the transaction and giving me the $159.00 dollars   refund, I will ONLY CONSIDER MYSELF SATISFIED when effectively see the $159.00 credit in my credit card statement. 
  Sincerely,
  
  *********************

  Customer response

  09/07/2023

  This dispute has not been resolved because the merchant still hasn't given me the refund, as they promised. Sunrise Heat and Air said that they were going to initiate the process of refund on August 17, and that said refund was going to show in my bank account on August 31, but as today, September 7, ************* still has not notice of such process of refund by the merchant. 

  

  Business response

  09/08/2023

  ******

  When we spoke, I let you know it would be processed on the 28th on our side which it was as promised.  We unfortunately have no control over when your credit card company puts a refund in to their customers account.  The receipt was emailed to you per the email we have on file with pertinent information.  Reach out to your credit card company with that information and ask them to see why it has not been applied to your account.  

  Thank you
  

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the summer of 2021 I paid for a Brand New air conditioning system with a warranty that covered all parts and labor. May 16 2023 the motor in the blower unit Burnt out So I called SunRise to have them fix the problem After charging me $135.00 for an inspection the tech determined that the motor was bad and needed to be replaced When he called in to his warehouse they did not have the part in stock and it would need to be ordered. In the mean time I was given 2 options. Wait for the part to come in which could take up to a month or have the technician install a (temporary) generic part that he just happened to have on his truck. So I had a choice to live without air conditioning IN ******* and wait for the part to come in. Or have the motor from his truck installed with a $749.00 labor cost The tech then reassured me that when the original motor that goes specifically with my unit comes in stock SunRise would install it for no cost So I paid the $749.00 to have the generic motor installed. Mind you if they had the original motor it wouldnt have cost me anything So now today is June 20 2023 I havent heard from SunRise so I decided to call them and see if the motor came in and when I could have it installed. The lady said the someone would call me back When they called back the person on the phone to me that there is no other part to be installed and the service ticket was closed and then continued to tell me that I misunderstood and was mistaken. I told them that I was not the only one in the room when I had the conversation with the tech on may 16th my son in law was there with me. I told them just because Im 79 years old doesnt mean I have a bad memory. I also told them if this was the case that they charged me $650.00 for labor that I wasnt supposed to be charged for at all because of my warranty. At this point I feel they took advantage of a 79 year old senior citizen I think they should pay back $749.00 to me They lied to me and now my warrant maybe void.

  

  Business response

  06/21/2023

  I am busy collecting facts on this complaint however our electrical division was not out to her home and this is where she filed this complaint.  This complaint needs to be filed in the ** division.  These are completely separate entities.  

  

  Business response

  07/20/2023

  Everything was handled on this concern.  I reached out to ***** to go over her concerns and she asked me to reach out to her daughter to discuss further.  I spoke to her daughter to explain the part we put in was the correct motor and didn't affect her warranty at all which ***** was concerned about.  And then explained the warranty in detail.  The customer thought she had more of a warranty than what she had.  My last conversation with *****'s daughter was on 6/28 and all was good.  

  Customer response

  07/20/2023

   
  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

  06/16/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I requested an initial appointment for a technician to come out to my place and tell me what I needed for my air conditioning need. I was told that there would be a $59 service charge for coming out and I agreed to it. I informed the business that I would not be home but my girlfriend would be able to let the technician in.The technician, ****, came for the appointment and then my girlfriend put me on the phone with him so we could discuss what needed to be done.The technician informed about all the work that needed to be done and I asked him to provide a quote so that I could review it when I get back to *****.Instead, I received an invoice for $464.00! **** told my girlfriend that he had discussed the work with me and I had given him the go ahead to do the work.This is a blatant lie and a false misrepresentation. There was no work order, nothing was agreed upon, and nothing was signed.At no time during my conversation was I informed about any work, nor did I agree to any work, and finally, I did not want to get any work done. My girlfriend who was present during the one and only conversation I had with ****, went ahead and paid the invoice because she thought the technician may have talked to me later. This is beyond comprehensible!I want a refund of my money and will agree to nothing but the initially agreed service charge to come out. I am more than willing to contest this vehemently. You do NOT just perform whatever work you want and then stick a bill to someone. This is unacceptable!

  

  Business response

  09/15/2022

  Dr ***************** discussed in the beginning when you made your appointment you stated with being a Dr and a busy work schedule we were to deal with your partner **************  We followed your instructions as stated.  ************** ***** also gave the description of work and total to ***** and she gave approval.  This approve was for the several diagnoses he did in the home along with the service and dispatch fee.  He would not have been able to give you the options as stated on the phone with out these diagnoses taking place.  ***** gave the approval and ***** spent several hours troubleshooting the issue.  Here at Sunrise we are a reputable company and do not have issues like this.  Our intention here at Sunrise is being fully transparent which we were.  Thank you for your understanding.  

  Customer response

  09/15/2022

   
  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

  10/15/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Transaction was on 8/12/21 This company took full advantage of my father who has severe psychiatric diagnosis and is permanently disabled. Sunrise Heat & Air in Palm Harbor FL convinced my father that his brand new 2 year old 3 ton 16 SEER Trane AC System with a 10 year parts warranty was bad & replaced it with the exact same unit charging him $13,600 for their services. My father had a maintenance on his AC 3 months prior to this incident and the system was running perfect. When we the family found out about this absurd transaction we called and emailed the company asking them to give us back the original working AC system and they refused. I am my fathers POA and look after him and this company prayed on his weaknesses and disabilities and they must be reported.

  

  Business response

  11/15/2021

  Business Response /* (1000, 5, 2021/10/29) */ We are sorry you feel this way about your relative's experience with Sunrise. This is never how we want our customers to feel or react to our service. However, your relative has given us a written 5-star review. We've also been in contact with him multiple times after the service because of these reviews from you to make sure he does not share in your opinion. He has assured us he is very happy and made the correct decision.

• Initial Complaint

  08/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a new air conditioning and heating system from Sunrise Heat and Air on July 26, 2021. The work was completed on July 29, 2021. I paid half at signing of contract and final remaining balance upon completion July 29, 2021. I had several complaints afterwards. Most of these were resolved including repair of damage to existing supply duct during installation of a new return duct. Complaint 1. The installation of the return duct was filthy, leaving our almost new carpet with ground-in attic insulation. In addition the entire home was covered in both attic insulation and fiberglass duct board debris. This happened despite my request for caution and protection of our property. We spent the next three days cleaning the house. Complaint 2. We paid Sunrise Heat and Air in our contract for a full 10-year Goodman labor warranty. I attempted to obtain the said warranty and was only provided with a parts warranty. I have tried three times to resolve this issue without success.

  

  Business response

  09/21/2021

  Business Response /* (1000, 7, 2021/09/14) */ This response was taken verbally by BBB: The customer's issues have been resolved. Consumer Response /* (2000, 9, 2021/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received the signed warranty documents today. That completes the outstanding issue regarding my original complaint.

*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. ↩