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:08/24/2023

  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.

  On the 14th of July 2023 employee ***** (*********?) came to my residence to diagnose the a/c which was underperforming it was working but not cooling enough. ****** visit was rushed and inadequate. He did a cursory inspection of the compressor. He misdiagnosed the problem. He suggested I put in a couple of pounds of freon at approximately $75 a pound. But said that it might leak right out. I declined. I told him straight up to look at the condition of the air handler in the attic. He declined stating that hed have to come back another time because they had many calls. I paid him $96 and he promised hed apply this amount towards his next visit. On the 15th he came and did a comprehensive check of the entire system. He found that the compressor was fine, did not need a/c. But found that the evaporator coil was leaking. He charged me $150 for the second visit. The first on the 14th visit was absolutely unnecessary. ***** did not act professionally. Had I agreed to add freon to the system that did not need it, it could have caused damage to the system. I am not comfortable working with ***** because of his lack of professionalism. I wrote to ***** (the owner) and told him that ***** needs to be closely supervised. I requested a refund of $96 for the first visit. I did not receive a refund. I request your help in resolving the situation in my favor. I am not comfortable doing business with this company under such conditions. Please bear in mind that for his more or less comprehensive work on the 15th I made a payment of $150. I request a refund of $96.

  Business Response

  Date: 09/13/2023

  In response to the complaint, on August 14 we were called out to a service call at the customers house due to not cooling.  My technician diagnosed the problem as low refrigerant.  He offered to add refrigerant so the homeowner had cooling to which the owner denied.  It is true this summer has been extremely hot and we had a over abundance of no cooling service calls.  ******** we were extremely backed up.  The customer did not want to pay for the refrigerant to get him cooling so the technician scheduled to come back the next day and do the leak check when he had more time to spend on sight as leak checks can take a long time.  The customer did agree to this as noted in our first invoice.  The following day we returned and did and extensive leak check on the system and found that the evaporator coil was leaking in the air handler.  We explained to the customer that we would call the manufacturer and see if a replacement coil was available.  After finding the price the owner elected to get an estimate for a new air handler.  Which we provided.  We charge a service fee for the diagnosis of the system on every call and it consists of payment for the trip charge and the first 1/2 hour of the diagnosis.  On our system we can see where the technician is and how long he has been at the job sight.   ************** was on the job for 1 hour and only charged the customer for the first 1/2 hour.  He should have charged another $48 for the extra 1/2 hour but he did not do this.  Upon returning the next day we tracked his time at the job sight for 1 1/2 hours and some refrigerant and equipment usage.  That total was $150.00  We did not charge another trip charge this second time out due to having to return to spend more time doing the leak check.  Had we stayed the previous day the price would have been the same amount.  $96 trip charge for the first 1/2 hr and $150 for the leak check and materials.  I personally explained this to the customer at that time.  The total price should have been more than this amount but the customer said he was a retired military and wanted a discount so we did take that into consideration.  At first the customer accepted the estimate for a new air handler and we scheduled the job, but later he canceled the job after attempting to get more discounts for the work.   I am sorry the customer feels that he was taken advantage of but I know what other companies charge for the same items and it is way more than we charged.  We gave him a discount for the work that we did due to him being a veteran and a senior. 

  Regards *****

  Owner Father and Sons A/C and *******.

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20515093
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/23/2022

  Type:Billing 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.

  in July 2020 i have hired Father & Son to install "new" 2.5 Ton Water Source AC unit for my Condo, and "new" was mentioned in both Estimate and Sale receipt. During the sale, i wasnt provided with product's manufacturer warranty information and product documentation in hard copy and/or electronically. It turned out in July 2022 that this unit was manufactured in 2009 and was never registered with manufacturer for warranty. I believe the Seller (Father and Son) cant call the Unit "new" when parts were sitting and degrading/losing efficiency for 11 years prior to installation. in the neighboring Condo Unit to mine, where Father & Son also performed furnishing and installation, in 2021, an AC unit, manufactured in 2021 was installed, for comparison. My AC unit has so far failed twice and I assume it is due to the degraded and old compressor (2009). efficiency of the Unit must have suffered as well over 11 years. I suggest this provided AC unit to be replaced with recently(at the time of installation) manufactured one (2018-2020) and registered with manufacturer for warranty.

  Business Response

  Date: 07/26/2022

  Consumer Response /* (2000, 6, 2022/07/25) */ Please close this complaint, the issue has been resolved.