ComplaintsforPeaden Air Conditioning, Plumbing & Electrical

• Initial Complaint

  09/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Member service agreement started in late 2020/early 2021 after initial paid emergency service call. Defined for these paid member services are two annual visits for maintenance checks of heating, air conditioning and plumbing. These two maintenance visits are to include: plumbing/electrical inspection, dyer vent cleaning, water heater flush and priority scheduling for $25/month. Monthly payment has been made to company but none of the defined service was provided for a year. A call to the company in 2022 after the year of no service, regarding my services, eventually resulted in a visit where all maintenance was done except for the water heater flush (one of my two paid 2022 maintenance service calls). This appointment has now been cancelled and rescheduled by the company, as of today, four times without any explanation. Customer service is not helpful in the matter. When the appointment was cancelled today, I was offered "$50 Peaden bucks for any service" when I am a paying member and do not have service charges. The company committed to providing the services defined as above and have not followed through on service. There has been no attempt at resolution of the issue for the year of 2021.

  Business response

  09/19/2022

  Hello Ashley, We are sorry to hear that you had a negative experience. Upon researching your account I do show that on 11/11/21 at 10:27 am we called to scheduled your services, since we did not reach you a voicemail was left. Records show we called again 11/29/21, 12/13/21, 12/27/21 and 1/11/21 also leaving a voicemail each time. I am very happy that we were able to service your unit 7/12/22. Customer service is very important to us and our Management team will be reaching out to you directly to assist.

  Customer response

  10/01/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  No one has attempted to contact me regarding service and I have never received any communication from the company. Only received communication when I called to follow up on service agreement in July.

  Business response

  10/03/2022

  I am sorry that we have not been able to reach you Ashley. While we were able to reach your spouse- I have called the number we have on file for you several times and continue to receive your voicemail. Is it possible that due to phone settings our calls are being auto blocked as spam? If you would please reach out to me directly I would like to address your concerns. You may reach me at ************. Thank you.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Work began on March 25, 2022. They showed up with approx 10 people on the crew to remove old ductwork and install new ductwork, boots/collars and registers. They worked from 9am to 7pm and said they were finished. Around 3pm that day I noticed they had still not begun removing registers or replacing boots/collars which was part of the scope of work. When I questioned the crew they stated that they were "plastered in place and were unable to be removed". I had to ASK for them to take the cost off for this. Also, none of the registers fit properly and left exposed plaster around the edges of every one. After they left at 7pm on 03/25/22, the house was hotter than before they had done any work. The entire weekend the home would not cool down. I decided to climb in the attic myself to inspect the work and was mortified at what I saw. Ductwork not connected to the trunk, blowing cold AC into the attic, insulation ripped up, trash all in my attic, new duct connected to old duct, holes in the trunk, etc. So I missed a day of work for them to come back out and "redo" the first job. This one ended almost as poorly as the first. House still would not cool down. They said they would come out and do a total tear out and rebuild from scratch (done on 09/2/22). This has been ongoing since 03/25/22 and the job is still not complete. This time they appear to have gotten the ductwork installed properly, but they destroyed almost every new register and bent them all up, left dirty handprints on my ceilings. They put new boots/collars because the originals weren't plastered in. They also put two holes in my ceiling and still have not fixed that or replaced the damaged registers as promised. I have called numerous times, emailed numerous times and still have no idea when I can expect my ceiling to be repaired. I am beyond sick and tired of dealing with this 6mo long job. I will never hire this company again and make sure everyone knows how they treat loyal customers.

  Business response

  09/13/2022

  Hello Brandi, Thank you for taking the time to share your thoughts, I greatly apologize for this experience as this is not our standard of service. It is very important to us to make it right when issues occur. I have sent your information to our management team who will reach out to you directly to address your concerns.

  Customer response

  09/13/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for the generic response; however, this has been on-going for far too long. Coincidentally, after filing my complaint, the woman I've been reaching out to regarding these issues finally responded to me today to let me know that the handyman has been trying to reach me but has not been able to. This is a blatant lie. I checked all of my call logs and never received a call from him until this morning. Nor had I received any voicemail messages from him. I asked repeatedly over the last week to be contacted by him to get the holes fixed, but it never happened until it escalated to a BBB complaint. To then be told I was basically at fault and not answering the handyman's calls it just another poor tactic on the business' part. An hour after the handyman contacted me today, I returned his call which was unanswered so I left a voicemail. That was at 858am today. I am still waiting to get a call back. I am hesitant to let anyone else associated with Peaden to work in my home because of how awful this entire experience has been. To top it off, I applied for the financing through ********* which is only good for 6 months. The application expired yesterday 09/12/2022 and now I am forced to take yet another hard inquiry credit hit and reapply for financing because of Peaden's failure to get a job completed right in 6 months.

  Business response

  10/03/2022

  Hello Brandi, Thank you for allowing us to address this with you directly. We will see you on Friday to make all final repairs.

  Customer response

  10/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I think a proper resolution for this would be to do the job properly the first time around. I incurred excessive power usage and bills because the house would not cool down all summer. I also had to pay out of pocket to buy a window AC unit just to try and keep my family cool over the summer. Not once has anyone offered to compensate us for any of that. This is a major failure on the company's part. I have long been a loyal customer and spent thousands of dollars with your company and referred countless people to your business. I was repeatedly told that the company does not do ductwork during the summer months because of the excessive heat, but my family was forced to sit in the heat all summer and pay extra on our utility bill trying to get the house to cool. Is this really how customers should be treated? I won't even get into how unresponsive Kristi ******** has been when I asked about the "partial pass" inspection for electrical work that this company did for us in May of 2019. No one ever notified me, nor did they try and get the work corrected until I contacted the city to get information on permits that Peaden pulled. I've asked Kristi multiple times what the status is on this, but never get a response back. There was also a failure to pull a permit for a gas line that Peaden preformed in Feb 2020 that I had to get on them to correct, just for them to fail that inspection too. If I hadn't checked up on this, and we had an emergency, we would have been unable to shutoff the gas line because of how it was installed. Not only is this negligent, but it is extremely dangerous. I had to also contact them (Peaden) 3 months after they failed that gas inspection to ask why they hadn't contacted me to fix the gas line and have a reinspection done. All of this to say, I have had to stay on your company countless times for multiple errors on various jobs and there seems to be no desire to correct the issues unless a customer repeatedly rides the company.

  Customer response

  10/19/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18220277, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Brandi Lowery

• Initial Complaint

  09/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 8-14-22, I had my normal system maintenance performed on my HVAC. 4 days later, my system (which is not even 5 years old) was completely out of freon. I called Peaden to come take a look, and when they evaluated it, they said my coils were leaking and needed to be replaced. Since the part was under warranty, I only had to pay for labor, and the freon which was going to cost $1200. I declined the work since I felt it was their fault the freon leaked out in the first place. Since it was the weekend, I emailed and asked for a supervisor to contact me regarding this asap. I also posted on their FB reviews and was told someone would contact me. No one ever contacted me back. I called a different company for a 2nd opinion. I was told the freon was completely gone, however they did not find a leak. So I paid the other company $102/lb to fill up 8.8lb of freon that magically leaked out after Peaden completed my service. I called Peaden back multiple times about the issue. I was finally put in touch with the manager TJ. He agreed that it was odd that the freon leaked out after his employee serviced the unit. He asked me for the invoice showing where I paid to have it refilled. I sent it to him immediately. I never heard back, so I called again and was put in touch with TJ again. He said he was working on getting me a refund. Few more days passed, and still no response. I called again and spoke with a Tracy ******. She reached out to TJ, confirmed I was getting a refund and asked me to send her the invoice. I sent it to her also. I asked her to confirm receipt of the email, but she never did. A few days later I called back again. She confirmed she had received the invoice, and I would be receiving a refund, but didn't know when or how. Assumed check by mail, but wasn't sure. I still have not been refunded the money. I called again today. TJ was in a meeting and he was supposed to call me back, but he has not. I would like some assistance.

  Business response

  09/12/2022

  Hello Angie, We are sorry for any delay you may be experiencing in regards to receiving your refund. We do show your refund was processed on 8/30/22 and mailed to your home.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made an appointment for service on June 27, then canceled on June 28, requested a refund on my deposit on the 28th. I still have not been refunded and can not get anyone to help me. I'm going to be charged interest for this on my credit card. The amount is 2,217.50 can you help please, thank you

  Business response

  07/26/2022

  Business Response /* (1000, 5, 2022/07/12) */ Hello Robert, We are very sorry for any delay in receiving your refund. Our records show that your refund was processed on 7/7/22. Each bank varies in their response time when it comes to processing refunds as well. Please reach out to your bank for further information.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Hired Peaden Air conditioning to install a new air handler and condensing heat pump unit. Sales came out and stated a special Econ unit would need to be installed due to home being a mobile home and the local branch manager Norris stating that a regular home unit would not cool the house properly. Peaden rescheduled the first install date,than came back claiming this special unit could possibly be on back order for 6 months and they can install a regular home unit and it will work fine. I questioned this as the management previously said it would not work. Again they reassured me it would work fine. When I arrived home the day of initial install, unit was visibly damaged looking as if it was beaten into the closet with a sledge hammer. Also water was seeping out causing damage to surrounding floor and drywall. Outside unit was visibly out of level. I called in a complaint to which I was than told I would have to remove the original ac closet wall in order to fit this different style unit. I did so further causing damage and hardship to my home. They came reinstalled however still not within an acceptable state. During winter months it could barely keep up with heating home. 5 months later I arrived home to system malfunctioning and called in a warranty claim with Peaden. To which they came and replaced outside unit due to major failure. This is when i inquired as to why the job which was permitted yet never finalized through Santa Rosa county. Again I'm told they'll take care of it. 4 weeks go by and unit is barely cooling home and running non stop causing excessive power bills. Called in another warranty claim Now they claim another part must of went bad when it failed. 2 weeks to order. Home is uninhabitable as well as it is causing water damage to the surrounding floor still from running improperly. Also observed at this time is a dangerously lose power wire within a junction box they've installed to power the unit. I now fear this could be a fire hazard.

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2022/06/17) */ I'm so sorry for the negative experience. I appreciate you taking the time to share your feedback as that is definitely not the standard we strive to hold ourselves to. Our management will be in contact with you directly to discuss your requested refund.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/14/22, I called Peaden's about a plugged toilet. I was told they could come the next day. Later, on the 14th they called and said they could come now, and I said ok. They charged $89 to come give an estimate and would deduct that from the bill if I chose to have the work done. He came and gave me an estimate of $214.00. I said that was a bit much, but I don't have a choice. He proceeded to snake the toilet to clear the obstruction. Charged me and left. I called Peaden to say I thought $214.00 was a bit high as I am on a fixed income and he was only here for 18 minutes incuding estimate time. They told me they would only charge $150.00. The posted charge was $214.00. I called on 4/15/22 to also say the tech damaged the toilet by scratching the bottom of the bowl and inquire about the refund, and was told it would be processed that day and would take 5 - 10 days, and they would send the tech out to buff the damage. They said that happens quite often and the tech should have fixed it before he left. He did get most of the scratches out. I called again 4/25/22 and was told it was processed on 4/18/22 and would take 5 - 10 days. It is now 5/3/22 and I still don't have my refund. It is a shame when the BBB has to get involved to get a refund. I will never use this company again.

  Business response

  05/09/2022

  Business Response /* (1000, 5, 2022/05/03) */ Thank you for taking the time to bring this to our attention, I greatly apologize for this experience. Our records indicate that your refund was fully processed and has already been sent to your bank. Consumer Response /* (3000, 7, 2022/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Refund was supposed to be $64.00, not $50.00 Business Response /* (4000, 9, 2022/05/04) */ I apologize for any confusion. During our recorded call the refund of $50.00 was agreed to. However, we are more than happy to make this adjustment. We have refunded an additional $14.00 to the credit card on file. Consumer Response /* (4200, 11, 2022/05/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of 10:27 am ct we have not received the additional $14.00.

• Initial Complaint

  03/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  7/13/2021, Sean ********* and a digging crew dug out sewer line near house and installed a clean out access pipe and a backflow check valve, (quoted at $1141 for both, $829 for just the cleanout) during the process of cutting the line to install the backflow, the crew informed me that sewer water flowed back from the streetside of the line back into the hole that they dug, which should have alerted them to the fact that there was a backpitch in the line toward the home. They installed the backflow preventer anyway. (at this time, i as a home owner was unaware that this back flow would eventually pose a problem with the backflow preventer) 12/23/2021, toilets and shower drains backed up in home, I called the city and they came out and camera'd the line, stated that there was paper/waste build up on the backflow preventer and causing the clog. 3/4/2022 toilets and bathtub drains again backup in house, I called Peaden on call technician and explain the entire situation to Chris, at which time he agrees with my thinking that backflow preventer should not have been installed if water flowed back into hole on date of install, says he will relay information to his supervisor, and "do right, by me" 3/7/2022 Tyler ************ technician runs camera through line once again, clogged behind backflow preventer, and he notes water holding in the sewer line, he also agrees that backflow valve should not have been put in if water was stagnant/backflowing toward house (unfortunately, on first visit Tyler did not record the video of the sewer line camera, and had to return in order to provide me with a copy of the camera footage) Peaden now quoting me $6900 to dig up and replace the entire sewer line, with no option to remove backflow check valve, or offer an admission of fault in completing the initial install, despite the flow of waste water back into the hole that was dug at the time of install

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/03/28) */ Hello *******, Thank you for taking the time to bring this to our attention, I greatly apologize for this experience. It is very important to us to resolve your issue in a timely manner. I understand that we have already sent a tech to provide you with the video footage. I would like to address your additional concerns so I have sent your information to our management team who will reach out to you directly to address your concerns. Consumer Response /* (2000, 7, 2022/04/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did accept correspondence from Peaden, a complete resolution has not been granted as of 4/3/2022, I have spoken with *** and we are still trying to schedule a date for complete sewer line replacement. I will be glad to update when the job is complete.

• Initial Complaint

  03/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 02/15/2022 I called Peaden out for a pluming issue regarding both of my toilets being backed up (would not flush properly). Technician, Charlie *****, was dispatched out to my house. Upon Arrival, Charlie ***** informed me that the cost of services to fix my issue would be almost $10,000. I couldn't afford $10,000 just because my toilet was not flushing, I figured it just needed to be snaked to clear a simple clog in a drain or something. Mr. ***** told me that BOTH toilets are clogged, both wax rings for both the toilets have been "compromised and needed to be replaced". He also stated that my hallways bathroom needed a "complete rebuild". He preformed the following task: Task #1: TOILET STOPPAGE WITH CAMERA INSPECTION. (He charged me for 1.50 quantity that says "your price: $619.00. Then says "your total" $928.50. Task #2: REMOVE/RESET WATER CLOSET WITH WAX RING. (Quantity 1.00, Charging me $205.00 for ONE wax ring that cost $5 at the hardware store) Task #3: 1/2 HP DISPOSER REPLACEMENT for my kitchen sink (using existing drain and electrical) (Charged me $789.00) Task #4: REPLACED A TOILET IN MY HALL BATH (my toilet did not need to be replaced, nothing was wrong with the toilet, the toilet inself was NOT clogged, he just wanted to charge me money for replacing anything he could, when none of these things was the problem) (I WAS CHARGED FOR 1.50 TOILETS WHEN HE ONLY REPLACED ONE) (HE ALSO CHARGED ME $1,590.00 FOR ONE TOILET!) I called and spoke with the SUPERVISOR of the plumbing department at Peaden, he couldn't give me an answer why I was charged for 1.5 TOILETS or 1.5 CAMERA INSPECTION. He told me he would get ahold of the tech and see why he did that. I never heard back from the supervisor and was never refunded my money for jobs he did not perform nor things he did not replace). I WAS ALSO charged $533.00 for ONE KITCHEN SINK STRAINER AND TRAP. They cost $10.00 at Lowe's. I was completely taken advantage of, and if an issue is not resolved I will sue.

  Business response

  03/29/2022

  Business Response /* (1000, 5, 2022/03/10) */ Thank you for taking the time to share your thoughts, I greatly apologize for this experience. We do provide all jobs with up front pricing in writing and only with your approval do we perform the job, Was this procedure not followed? We take customer complaints very seriously and would like to address your concerns. Our management will reach out to you directly.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 17, 2021 I gave Peaden $1500.00 deposit for electrical work to be completed in 7-10 days. Months later I called to find the status of the work. I was told building permits issued were behind. (Was a lie) Then after a few months same, we are waiting on building permits. September Peaden called to schedule. We had to cancel as we had 2 funerals in south Florida and would be gone a few weeks. We would call back when we are home. October they called to be here on a Tuesday morning. We were out of town for a wedding but drove straight home 500 miles to be here for electrical work. Tuesday morning they called and did not have the equipment needed to complete the work. It would be a few days for the panel box to come in. 10 days went by and no one contacted us from Peaden. I called. They were brushing me off. We contacted another electrician. He told us he could get permit in 6 minutes not 6 months and that he could have us a panel box tomorrow. We hired him to do the job. We then pulled permit with Peaden and requested a refund. They said 5-7 days. It's been almost 2 weeks. I called and they said it's processing. I don't believe them. I'd like to file a complaint. I'd like my refund.

  Business response

  12/02/2021

  Business Response /* (1000, 5, 2021/11/18) */ Hello *******, I'm so sorry for the negative experience. I appreciate you taking the time to share your feedback as that is definitely not the standard we strive to hold ourselves to. I have checked on your refund and it is on its way to you via mail.

*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. ↩