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:11/12/2024

  Type:Customer Service 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 10/29/2024 White Sands Heating & Cooling came to my residence for a 2nd opinion on my HVAC unit. Once the technician completed his work he had me sign the Service Order and left. On 11/08/2024 I called to get a copy of the service request and the girl in the office told me that i was not allowed to have it. I told her that it was my information and she couldn't keep it from me. Then I was told that if I didn't like what I was being told I could call a different company. It's not about calling a different company. I need the service request ticket for my records of what the technician changed on the unit and what he thinks the issue is and how to fix it.

  Business Response

  Date: 11/12/2024

  Mr. ****** has a contract with ******** **** ****** (AHS) for repairing his various mechanical systems at his home.  Mr. ****** has a "ShieldGold" plan which does not cover the full cost of refrigerant which is $135/lb.  His plan covers $10/lb so his cost for refrigerant would be $125/lb.  We are a sub-contractor for ******** **** ******.  We received a dispatch for his air conditioning system on 10/28/2024.  This dispatch was for a "second opinion" as the first company dispatched to his home either couldn't or wouldn't fix the issue.  We ran the call on 10/29/2024 and discovered that the A/C system had a leak in one of the refrigerant pipes and had lost 7 lbs of refrigerant.  We repaired the leak at no charge to Mr. ****** as this repair was covered by his home warranty.  The refrigerant cost of 7lbs x $125 = $875 is not covered as we explained to Mr. ******.  Mr. ****** refused to pay for the refrigerant so our technician completed the invoice and left.  The invoice is for ******** **** ******, NOT Mr. ****** as he did not pay us anything.  The invoice is for AHS as we are their sub-contractor.  If Mr. ****** would like us to complete the repair and pay us for his non-covered charges we would, of course, be happy to send him his invoice.

  Customer Answer

  Date: 11/15/2024

  
  Complaint: 22532215
  
  I am rejecting this response because:
  
  Sincerely,
  
  Greg ******

   

  To whom it may concern:

  Regardless of who ordered the repair, the technician came onto my property to which I own and not only did he diagnosis the problem. He replaced the drier on the unit. The invoice that is shown does not reflect the work that he did on-site. I was also told that he did not find any leaks and the system still has freon in it. The invoice that has been provided shows just to replace the freon. I need a invoice of what the technician did to my unit while he was on my property and that I signed. Any work that is done on a clients property and signed for by property owner, by law that company is required to give said client a copy of what he or she signed. 
  I'm not contesting that I did not have the funds to pay for new freon. What I am wanting is the invoice from white sands heating and cooling on the parts that were changed and the diagnosis from the technician that I signed.

  Business Response

  Date: 11/18/2024

  Mr. ******,

  I understand that you are upset with the AHS process.  Per your first complaint with the BBB, you simply wanted a receipt for what was done at your home, which I provided.  Now, you are rejecting my response seemngly because you don't like how the invoice reads.  I have attached the invoice again with the technicians notes circled.  The invoice clealy states that the filter drier was leaking and that the technician replaced it and that the system is no longer leaking.  I honestly don't know what else I can do at this point as I have addressed your initial complaint.

  Customer Answer

  Date: 11/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22532215, and find that this resolution is satisfactory to me.
  

  I do apologize that I over looked the technician note on your first response. I wish that you would have sent me that invoice when I called So I wouldn't of have to contact the BBB to get it. Have I wonderful rest of your week.

  
  Sincerely,
  
  Greg ******