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:03/06/2024

  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.

  My elderly mother hired this company to repair her A/C unit. The company came out and diagnosed with a dirty coil (not disputed) and a bad electrical panel on the outside compressor. (400 and 600 respectively to repair as still under parts warranty for the latter). My mother told him she didnt have the money at this time and went without air for days without telling me. Once she informed me, I sent my friend over with his company who was able to diagnose a blown capacitor immediately. He replaced it and the ** is now running. Based on the condition of the panel, he questioned if the outside unit was even checked as it was still dirty with no hand prints on it. When I reached out to this company about attempting to scam my elderly mother, the talked all over the place, putting blame on the dirty coils, then saying he wouldnt fix it with the coils that dirty, and a myriad of other excuses. When I asked for a refund of her diagnostic fee ($79) he refused and then only offered $50, when I had to have a company actually come diagnose and fix what was wrong. Text message pics can be sent if requested.

  Customer Answer

  Date: 03/06/2024

  My mothers name is *************************** and her address is ***************************************************

  

  Business Response

  Date: 03/07/2024

  I pasted the image of ****** Grandmother coil, this complaint so that whomever may see the condition of the coil will see how bad it was. The womans daughter contacts me 3 weeks after to tell me that I had wrong diagnoses and wanted me to refund the $79. I told her that the Unit was correctly dianosed as a dirty coil and unit outside, was going in and out of lockout, which is a lot of stress on compessor and capacitor. I automatically thought that I did not check capacitor when she calls me 3 weeks after service call, and states that it only needed a capacitor. I do multiple services calls daily and cannot remember what exactly on what was done with each diagnosis. I did speak with my helper who assured me we did in fact check capacitor. For sake of aurguent and she to be threatful we offered her a $50 refund, but seem persistant and more interrested in using a threatful presence to run my company down. I dont know if this woman is with another company but she seems adament about  feedback for me. It looks to me They are not really helping their mother much because I told them they were putting the wrong filter in  and filter they are using is too small and I dont believe they have yet to even change filter, and continuing to get coil worse and worse

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21386848
  
  I am rejecting this response because:

  Firstly, I do not work for another company. What I do is have concern that this company is scamming elders. I was not aware of my mothers issues until she messaged me that she was dying of heat and asked if I had a portable AC unit. When she had told me three weeks prior she was contacting someone regarding her AC not working at all, I never heard anything back so I assumed she got it fixed.
  Three weeks later, she told me they quoted her $400 for a coil cleaning and $600 for labor for the electrical panel replacement on the compressor (the parts are still under warranty). I had told her to call my friends company but she called this company randomly. Yes, her coil needs cleaned, but that was not the issue why it wasnt running. It wasnt running bc of a burned out capacitor. So instead of triaging what was wrong with the panel, they just quoted an entire replacement for $600 instead of a $40 part plus labor. Had she had the money three weeks prior, she would have paid it without a blink and that was not even the issue. How many others have done this for them? Paid for blind services with trusting their knowledge? 
  
  We are not debating the dirty coil, and its scheduled to be cleaned by my friends company, but the ethics of this company and even their possible competency. They even asked to charge her $25 to vacuum the cat hair off the air filter door. Seriously? This company does not stand behind BBB ethics and guidelines.

  If they admitted their mistake of misdiagnosis versus personally attacking and making excuses for hours through text, when I wasnt even responding, then I would have let it go. But this company will continue to scam others until something is done. 
  

  Thank you for your time in handling this matter.

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

  

  Business Response

  Date: 03/07/2024

  I am willing to refund the customer with an agreement that she stops putting bad feedback out on this site and other social media outlets and gets rid of Complaint to this company, she has put out there. She is persistant to text and try to use whatever avenues she has to make me look as bad as she can. I discounted the mother coil for $400 I did not provide any written estimate for the coil because she did not seem interrested in paying that much even though I discounted $80 off coil. I told her that the coil would probably take care of the error code 6 and if not she may be looking at another coponent and it could possibly be the board inside condenser or safety switch. She asked me what I thought the price of board would be. I told her if it comes to that I would have to look at the price, but she may be looking around an extra $600 for that.  I did not look up the price but gave her a possible estimation off top of my head.. ********* was behind the condenser panel and the only way I can see it is if I take the panel off that is the only way you can see the board and error code. She claiming I never took the panel off and she was not even there. It is normal proceedure for me to check over capacitor and I tend to forget what happens 3 weeks ago when I do the same procedure every time I look at the outside unit.I also was there with my helper who assured me that I did check the capacitor the day we were there.

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21386848
  
  I am rejecting this response because:

  As you can see, once the owners improper diagnosis and attempt to scam my mother has come to light, the back tracking has been astronomical, similar to the texts messages. I have not texted in several days, including when the business owner was personally messaging me on YELP to take down their review. I am assuming they did not think I would take the avenues I did to alert people to their fraudulent practices, like I informed them I would when I initially brought my concerns to their attention when asking for the refund. At this point, I am not removing any complaints nor social media reviews as clearly this business is not on the up and up. I am not taking the now requisition of a refund to save face, per say. Their helper is his girlfriend, so an unbiased opinion is not possible. Additionally, as previously stated, they event went as far as to try to charge $25 to vacuum the animal hair off the vent. This company is not out to provide good customer service, but to nickle and dime their customers to the max ******************************** you for your time. 
  
  Sincerely,
  
  ***************************