Complaints

This profile includes complaints for Hawkins Service Company, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hawkins Service Company, LLC

  7601 Industrial Ln Temple Terrace, FL 33637-6736

• 

  Hawkins Service Company, LLC

  8919 Eagle Watch Dr Riverview, FL 33578-4993

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:10/29/2024

  Type:Sales and Advertising 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.

  I had a water softner installed ans it's leaking. I've contacted them at least 4 times and haven't received a reaponse.

  Business Response

  Date: 11/01/2024

  We regret that it took us longer to return to resolve this issue than was anticipated.  Our communication could have been better.  We always stand behind our work and should have been able to return to correct this sooner.  It is our understanding that the cap on the water softener was lose and leaking and the customer was able to resolve this before we came out.  Our schedules were temporarily impacted due to the two recent hurricanes and as stated we took longer than we should have to resolve the matter.

  Customer Answer

  Date: 11/02/2024

   
  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

  Date:08/07/2024

  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.

  New air conditioner system was installed on Feb-2024 after less than 5 months of use the system started having problems and stopped working, in one month I have called this company more than 3 times to fix the problem. AC works for 15 days and stops working again, I need a definitive solution to this problem I cannot have a new AC system working only 15 days and every two weeks or so I have to contact this company to come to my house to fix the system. AC is new and should not have all these problems.They need to reinstall the system, using new pieces and equipments.

  Business Response

  Date: 08/09/2024

  We regret that the customer has experienced problems with the new AC system.  Our records indicate that we went out after the installation twice.  Most recently within the last week.  On our last visit the system had a clogged drain line.  Drain line clogs are unfortunately a common occurrence in our climate and don't indicate any type of manufacturers defect in the equipment.  We were able to clear the line and the system was working as designed after our most recent visit.  ************** team has left two messages for this customer after receiving this complaint.  We have attempted to contact the customer to ensure the issue is resolved or discuss next steps.  We have not received a response to these calls at this time.  We hope to speak with the customer soon to ensure satisfaction.

• Initial Complaint

  Date:06/17/2024

  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.

  I paid $600.00 and they did not do the work. I spoke to the owner and he said he would refund me the $600 and I havent heard from him cents and I have not gotten any money of my money back.

  Business Response

  Date: 06/17/2024

  Hi,

  We show a refund was processed to this customer's credit card on April 17, 2024 in the amount of $505.  We don't see that $600 was the amount of the agreed refund so let us know if we missed something.  I have attached a copy of the credit card refund to card ending in #****.

• Initial Complaint

  Date:06/12/2024

  Type:Billing 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.

  I have hired Hawkins company to fix my electrical needs and they came diagnosed and gave me an expensive quote. I paid still to get the job done and was told its done and left. I checked to see if problem resolved and to my shock the problem was not fixed. Called company unhappy but wouldnt listen to my concerns. They sent couple of people, and they have no clue either how to fix it and left. I have no one else come to fix the issue in spite of paying high amount for the job. The customer ********************** is horrible, and they dont care or respond. Employees have no knowledge. They dont take any responsibility or accountability. They finally came and fixed the problem that should have been done correctly in the first place and they apologized for the trouble and it's their fault and will take care of it without any charges. To my shock I received a bill today after what they did to me and told me. This is totally unacceptable unethical

  Business Response

  Date: 06/12/2024

  This was a billing error.  The last visit should not have been billed to the customer and we are contacting them to explain and credit this invoice. Customer does not have any amounts due at this time and we apologize for the confusion.  We did make a few trips out to the home.  This was a Mini-Split AC unit and the issue ended up being electrical and not equipment related so two different departments were involved.  We always stand behind our work and would never charge to fix something that was a warranty issue.  Again, our apologies for the oversight and that we did not meet customer expectations.

• Initial Complaint

  Date:05/21/2024

  Type:Service or Repair 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 Jan 20 2015 I purchased swimming pool solar panels that required service for two leaks on Mar 19 2024.The contract offers repair for 12 years with explicit language that no charges would be required for service.A charge of $240 was required for repair (invoice included).Contact with the installer, ******* Service Company (formerly Solar **************** *****************************************,************, ***********, www.******************** and the manufacturer, LeverEdge, **************************************, ************,************, ****************************** www.theleveredge.com.com resulted in no response from the installer (***** ********) and the manufacturer reply that they have no provision to refund charges (***** ******** ).The original contract warranty reads, (Solar Solution's) "...will repair or replace any solar pool heating panel free of labor charge for a period of twelve years..." and (Manufacturer's) "...will repair or replace the defective collector for a period of twelve years from the initial installation at NO CHARGE to the CONSUMER..." (original contract attached)In order for this issue to be resolved a reimbursement for repair is requested. Sincerely,*********************** **********************************

  Business Response

  Date: 05/21/2024

  We will refund the customer $240

  Customer Answer

  Date: 05/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  LeverEdge advised this company sent reimbursement check last Thursday. Yet to receive it. Understand there was a holiday Monday, but I would like to keep this open until 

  reimbursement is received.

   

  Also, has BBB received any response from this business? (*******?)
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/07/2024

  Hi,

  We have verified the refund has been completed.

  
  Thank you,

  Customer Answer

  Date: 06/10/2024

  
  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

  Date:05/15/2024

  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.

  We had water accumulate under the vapor barrier of our floor in two rooms, our hallway, and most likely in the rest of our living area. We had our bathroom remodeled thirty days prior to this occurrence, so we immediately thought there was a leak. Our contractor came over immediately to check his work and fix any problems. After exhaustively checking all of his work, it was evident that no leaks were present in his work so we continued looking for a water leak throughout the house. Nothing was found. We went outside looking for issues and found that our pool heater, which produces gallons of condensation runoff per hour when running, was draining against the house. All we could figure out was that this constant runoff evidently saturated the ground and that's how water made its way into the house. We also hired a leak detection service to check out our whole house for issues. After testing all of our plumbing, including the new bathroom and performing all other testing, he found no leaks or problems. We shared the conclusion of our contractor relating to the condensation from the pool heater, and he agreed that was the source of the water.We contacted Hawkins Service Company, the people who installed the pool heater with our concerns. We sent them pictures of how the heater was installed in such a way that water was draining towards the house very near the foundation instead of away from the house. They came out and installed a drip tray, which now collects the water, and angled the concrete heater pad so that the water now drains away from the house. We asked HSC to file a claim with their insurance company to help us replace the damaged flooring. They refused. We were told by their representative this was our problem because they're assuming there is an issue with our foundation which let the water in, not with their installation.During Hurricane ******, we had surge water come into our backyard deep enough to fry our pool pump. Not a drop of this water ever entered our house. We really believe the original installation of the pool heater allowing water to drain against our house continuously was the source of the water that eventually saturated the ground and ended up in our house. Since their repair we have not had any water issues in our house.

  Business Response

  Date: 05/15/2024

  I have held conversations with the *****' regarding this installation of their swimming pool heat pump.  I explained that our installation was performed in accordance with the manufacturers requirements.  It is unfortunate that water has entered the house but our position is that it should not be possible unless there is a defect or crack in the foundation that has allowed water intrusion. This pool heater was installed in an exterior location that is considered "wet".  This means that rain or flooding could easily produce much more water in the area then the pool heater could possibly produce via condensation **** 10 gallons a day).  We went a step further and brought out the manufacturers representative who met with us and the *****************.  The determination from the manufacturers rep was the install was done correctly.

  I did not refuse to provide insurance information.  When I spoke with both Mr. and *************** on the phone, I supplied information on how I have seen the insurance process work in the past.  Normally, with water intrusion and damage occurring to this extent, a homeowner would contact and file a claim under their homeowners policy.  If the homeowner's insurance company feels this was caused by defective workmanship, then they reach out to the contractor to gather insurance information and recoup costs for repair.  This being said, I am happy to supply our insurance information, but don't feel it necessary to file a claim myself, because we don't find any workmanship issue on this installation.

  Please reach out with any question

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21712129
  
  I am rejecting this response because:

  We first discovered water in our house, and thought it was from a plumbing leak from a recently completed bathroom remodel.  We contacted our contractor, who immediately responded and thoroughly checked out all of his work, and it was evident that none of our new plumbing, or old plumbing was leaking.  The water was under the vapor barrier and insulation of the wood floors starting in our master bedroom, then into the hallway, and second bedroom.  We couldnt figure out where it was coming from, so our contractor looked around the house to see what he could find.  He discovered that our pool heaters condensation was draining off the back of the cement slab, against the house, not off the front as it should have.  He felt that this continual draining eventually soaked saturated the ground, and this was the source of the water we found in our house.  We also hired a leak specialist, to try and figure out where the water was coming from.  After his exhaustive analysis of all of our existing plumbing, he found no leaks or problems.  We shared with him our contractors assessment, and he agreed that this was the problem.

  It should be noted that our house has recently been through one major water event, with no water coming into the house.  This was the surge from hurricane ****** in August 2023.  We know approximately five inches of water accumulated in our backyard damaging our pool pump that was replaced by HSC, yet NO WATER ENTERED THE HOUSE from this event.  We have had heavy seasonal rainstorms after the faulty installation was corrected, and no water has entered our house.

  We had the pool heater installed in October of 2023.  We started using it heavily in January through March of 2024 to heat our pool.  The condensation from the date it was installed, to the date we discovered this water damage was draining against our house, not away from the house.  Evidently, all the months it was improperly installed, and draining towards our house, so saturated the ground around it, it caused water to enter our house.  

  After bringing this situation to HSCs attention, they did come out and adjust the pitch on the cement slab, installed a drip tray and drainpipe that now directs the condensation away from the house.  We have not had any problems with water entering our house since, and feel this should have been done initially which would have avoided this whole situation.  We are asking they submit a claim to their insurance company in order to cover the costs of the flooring and baseboard trim in our house that was damaged due to their initial improper installation of this pool heater.

  Attached please find appropriate videos, and pictures supporting our claim.

   

  Thank you for your time,

  *** and ***********************

  Complaint # 21712129

  Youtube video with ***********************,  AquaCal professional stating at the 1 minute mark ***** heat pumps produce up to 16 gallons per hour condensation which is normal!  This confirms what the Auqa Cal manufactures representative, ***** had told us when he was here at our house on March 11, 2024 accompanied by the HSCs install technician for necessary repairs for the improper drainage problem.

  *****************************?v=fzqXJZv2NWs

  Attached are before fixing the problem and after fixing the problem pictures and video attached.

  
  
  Sincerely,
  
  ****** A & *************************

  Business Response

  Date: 05/21/2024

  We stand by our assessment that the heater was installed correctly.  The consumer response ignores the fact that water should not be able to enter the house and even though the location of the drain was changed, it was installed properly form the start.  We did submit a claim to appease the *****.  Our insurance will contact them however we still don't believe we are responsible for the damage.

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21712129
  
  I am rejecting this response because:
  We didnt have water in our house before the installation of the heat pump, nor after you corrected the problem.  We are working now with your insurance company to reach a resolution.  You refuse to accept the fact that the cement pad your company originally installed, on which the heat pump sat, was angled incorrectly causing the condensation run-off to drain against our house, not away from it.  Also, you did not install a drip tray originally to aid in the proper drainage of the significant condensation run-off produced by this unit.  Once the cement pad angle was adjusted, and the drip tray installed, the condensation run- off now drains properly, and we have not had any further water issues in our house.even after several hard rain storms.  We are disappointed and shocked you insist on maintaining your position that your installation was without fault to begin with.  We expected more professional integrity from your company regarding this situation.
  Sincerely,
  
  ****** A & *************************

• Initial Complaint

  Date:11/13/2023

  Type:Delivery 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.

  Hello we had your company installing a gas connection with the pool heater WO-**** Your technician installed the connector right on top of the plug where the gas company refills the tank. So when we ordered the gas delivery they could not refill the tank and made us have their tec to come and fix the issue The service tech show me how you tec installed the plug and that it was covering the inlet Amerigas charged us money for that call and we want a reimbursement from your company. I have emailed *********************************************************** chated on your website and was told to submit the contact request, done so. no responces !!!need resolution

  Business Response

  Date: 11/21/2023

  As soon as we were made aware of this we offered and refunded the customer for the amount that was spent to move the gas line away from the connector.  We also sent the customer a gift card for the inconvenience.  It appears that the customer was sending communications to an email address that was not being monitored by our gas department and therefore we weren't made aware of this issue until we received this complaint and a negative review on the same date.

  Customer Answer

  Date: 11/30/2023

   
  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

  Date:10/27/2023

  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.

  Brand new AC unit installed in March. They kept coming back for different things, extra space in fuse box, coil, and last time in May the unit would make clicking noise. Apparently they took a part out and put a used part in. Ive been waiting for this new part since July?? They scheduled to come with new part today between ****pm Thursday. I called at 1:30 to hear the lady answer the phone laughing and said the tech should call 30 min before they arrive.Its now 2:15pm and no one called nor texted.Its a whole lot of money to pay fora noisy AC when its supposed to be brand new.Terrible service. NO manager ever called. Just a few email responses from the lady who schedules.Terrible business for a Trane AC company vendor

  Business Response

  Date: 11/01/2023

  We are working diligently to resolve the customer complaint.  There was a back order on parts for her Trane AC system that caused a delay.  We called several times to update the customer.  Ultimately reaching her by email. She informed us that she doesn't want telephone communications.  The unit is running fine and has been cooling since it was installed.  Customer is unhappy with a noise that the outside unit makes when shutting off.  Our first attempt to correct was to replace the *** valve which was on back order for 8 weeks.  We replaced this valve and although our tech indicated the unit was running and sounding normal, the customer was still unhappy with a certain noise the compressor made while shutting down when cycling.  We sent our manager service manager and senior tech out recently (after this complaint) and found the unit running and cooling within manufacturers specification.  There was note of a faint noise on shut down that persisted after the *** install.  Our service manager contacted Trane technical support and spoke to one representative who said the noise was normal and fell within guidelines.  We escalated and spoke to a senior tech at Trane tech support who asked if the existing copper lines went underground.  We informed that they did and discussed possibility of rerunning the line as a possible solution to the noise.  We are in process of performing this additional correction at no charge even though it was not included in the original scope of work.  Trying everything possible to ensure the customers satisfaction and to resolve an issue that is subjective and wouldn't be a problem for most customers.