Complaints

This profile includes complaints for Estes Services - Estes Heating and Air's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Estes Services - Estes Heating and Air

  3981 Tradeport Blvd Atlanta, GA 30354-3730

  
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  Estes Services - Estes Heating and Air

  2117 Barrett Park Dr NW Kennesaw, GA 30144-3615

  

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:04/05/2025

  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 the same ac unit for 15 years and never had a problem with cooling. In June 2024 Estes put in a new ac unit. We spent $10,000 on a new ac unit and $5,000 on duct work we were told needed repair. It worked for about 2 months and has not worked well since. We have contacted Estes several times, technicians have come out and it is still not working properly. Estes installed a new heating unit for us 7 years ago and it works fine.We are tired of suffering with hot weather and having an ac unit that does not work properly.The unit is under warranty and we expect it to be fixed and working well immediately! We have asked for a manager to get involved but this has not happened.We do not intend to suffer another summer like this.

  

  Business Response

  Date: 04/14/2025

  Estes technician visited the ********* house on Friday April 11th & found the **** system is lacking the proper airflow. This could be caused by a couple of reasons: registers closed or covered &/or not enough ductwork. If the cause is a lack of ductwork Estes has offered to install additional ducts at no cost. The problem is Mrs. ******* will not allow us access to the inside of her house. We cannot confirm what exactly the root cause of this airflow issue is nor can we install additional ducts without entering the house. We have offered the solution & offered it at no cost all we need is access to the inside. Thank you 

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23164107
  
  I am rejecting this response because:

  There are many statements in the response from Estes that are not factual which is very disturbing.  I have attempted to contact **** ********* several times by phone and he is "always in a meeting" and does not return phone calls.

  I expect to speak directly to Mr. ********* or his manager by phone.  We have had satisfactory service a few years ago from Estes but this experience has been awful!  

  I am waiting for a return phone call from Mr. ********* again today!!!!

  
  Sincerely,
  
  Bill & ****** *******

• Initial Complaint

  Date:02/19/2025

  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 purchased an entire HVAC unit 8/31/2018 for my home. I paid $7,582 cash. In December 2024, I was informed by Estes/****** ***** that I have NO warranty (manufacturers or Estes) on the entire unit due to the fact that their bookkeeping had my ex-wife's name on the account at the time of the install. I have the original paperwork showing that I marked out my ex-wife's name and put in mine. She was no longer living at the home. I have been owner all a long and am sole owner now. I have all of the email correspondence and original purchase paperwork. Why is this huge purchase that I paid cash for in my home that I own, linked to my ex-wife with Estes and/or ********************* employees I spoke with were rude and dismissive. They have no returned my calls about this matter. The frontline employees repeatedly will not allow me access to speak with their supervisors. Please help me with this important matter. Thank you.

  

  Business Response

  Date: 02/24/2025

  The issue has been resolved. Carrier was declining the warranty but we have contacted them & the full warranty has been reinstated & is now in the name of ******* *****. Thanks!

• Initial Complaint

  Date:10/13/2024

  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 contracted with Estes Services 5/22/24 to install a 2.5 ton Carrier AC furnace unit in my home for $10,863. they installed a 3 ton unit. The salesman ******* ******* advised against anything larger than a 2.5 ton unit. He stated that at 1241 sq ft a 2.5 ton unit was barely needed; he said 1 ton per 600 sq ft that there would be consequences for having a larger unit. they installed the unit and turned it on and I instantly knew that it would be a problem. Telling me they will dial it back. I had no idea what that meant I was trusting the expertise of this company. My livingroom turned into a loud server room. I asked is that normal is there something that can be done and the installer said everyone complains about the noise. Unfortunately, that was only the beginning, my home is never comfortable. once temps reach mid 80's the unit struggles to reach set temp and never goes off. what is the thermostat sensing? its inconsistent, 1 minute its cold the next hot. the vents produce an uncomfortable downward blast. We've turned the vents around, bought humidifiers, and basically try anything to make it comfortable. At night the air turns so dry we wake with dry mouth. My electric bills increased $60 at 77 degrees; any lower and extreme dry air. I realized that these are the consequences the salesman spoke of. New is not equaling better. I called Estes informing of the troubles and they insisted on a quality control inspection but that would only confirm if something is wrong with the unit not if they installed the wrong one. The sales manager would not get on the phone the *** would pass messages. I requested a ***lacement unit and they basically suggested I would have to buy another unit no ***lacement. Its a helpless feeling when you feel your only evidence is verbal and your up against a company. I reviewed my contract it clearly states that a 2.5 ton is to be installed. I want Estes to install a 2.5 Rheem unit or retrieve the 3 ton unit and provide a refund.

  

  Business Response

  Date: 10/17/2024

  Mrs. *****,

     You purchased a 2.5 ton Carrier & we installed a 2.5 ton Carrier model # **SCA530W003. The 30 in the model number indicates the unit produces ****** BTU of cooling. Since a ton is ****** BTU's that means you already have a 2.5 ton not a 3 ton. See the attached photo from Carriers website to verify that you already have a 2.5 ton. The blower in your furnace is an up to 3 ton blower however, it is adjustable & can accommodate any A/C from 1.5 to 3 tons. The supervisor who visited your home when you complained about the noise made sure that the blower was set to the correct speed & it is. If we slow down the blower speed anymore your coil will freeze.

     What you are hearing is not the equipment but the air moving through your central return. When you have a furnace located in a closet that is located in the living area with one large return then you will hear the air flowing. Mrs. ***** admitted to our supervisor that her old system was noisy & she assumed the new system would be quieter. As I stated earlier neither the old or the new systems are the culprit for the noise it is air noise ******* through single opening which happens to be located in a central area of the house.

  Customer Answer

  Date: 10/20/2024

   
  Complaint: 22418053
  
  I am rejecting this response because:

  Estes is a company that prides itself on ensuring a customers comfort conveniently and easily, and on providing comfort and efficiency. I have not experienced any of that. I have relied on the expertise of the Estes employees from the salesman to the installer to the inspection supervisor. You are using your expertise against a customer who has no knowledge of HVAC. All I can say for sure is that my home is not comfortable; that I have been fighting since the installment of the unit and not just the noise. 

  My contract does include that I was to purchase a 2.5 ton unit however I went on the words of your installer in which he stated that he was installing a 3 ton unit and would dial it back. In addition, the symptoms/ conditions I am experiencing in my home is consist with what the salesman explained a too large unit would cause. 

  I understand that having the furnace in a closet and the location I will hear the air flowing however I do not believe this is consist with a new efficient unit. As you attempt to use my words against me, you are comparing a new unit with a unit that came along with the purchase of my home in 2007. That existing unit had a mix match system where the outside unit was newly replaced, and the inside unit was likely original to the build of the home. In addition to that, I replaced the motor to the outside unit and it was explained to me by an **** professional that the noise was from the mix matched system working harder. I absolutely expected the new unit to be quieter, more energy efficient, and to work better all around; who wouldn't and why shouldn't I? 

  The noise is not the only issue Im experiencing. When the temperatures topped mid 80s+ sometimes the unit would come on and off a lot, other times it just stayed on, one minute its too cold the next it seems it got hot too quickly, you couldn't sit under the vent because you would get blasted with cold air, my electric bills were more consistently averaging $100 now they are consistently averaging $160 in addition to that the air got so dry that my family would wake from sleep choking from dry mouth/ throat which lead me to purchase humidifiers throughout the home. Even up until the last day it worked I did not experience these conditions with the old dying unit. I could set it and forget about it.  

  I have to constantly monitor this unit to avoid uncomfortable inconsistent temperatures, it's just not right. This is not the comfort I was expecting or that I want to deal with for 20 years. As I speak to other **** professionals all of what Im experiencing is consist with what they explained as an oversized unit causing short cycling, uneven cooling, high energy costs, increased noise, and humidity issues.  
  

  All I know for certain is that my home is uncomfortable. I am asking, as your company prides itself in customer comfort and efficiency, please exchange this unit out for a 2.5 Rheem unit. 

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

  

  Business Response

  Date: 10/24/2024

  Mrs *****,

     It has been confirmed that the 2.5 ton system you purchased was installed, you do NOT have a 3 ton system. Taking out a 2.5 ton Carrier & replacing it with a 2.5 ton Rheem will not resolve the sound of air passing through a central return. If you wish we could send a Service Manager out to see if there is a possible way to run an additional return, but we are not promising that this is a possibility until we take another look.

  Customer Answer

  Date: 10/27/2024

   
  Complaint: 22418053
  
  I am rejecting this response because:

  You supposedly confirmed the unit, however you are not addressing any of the serious concerns I am experiencing in my home. The system I purchased was based on the expertise of Estes; and in fact, I do not have just a 2.5-ton system. In your own words you stated, The blower in your furnace is an up to 3-ton blower however, it is adjustable & can accommodate any A/C from 1.5 to 3 tons. Based on that statement it seems possible that if the unit can be adjusted to 3 ton, then experiencing symptoms of having an over-sized unit would be possible. 

  As you are attempting to show that you are offering options to resolve my concerns, I do not trust your expertise when you say the Rheem unit would not resolve my issues; not only the noise. The previous Rheem unit I had in this home for 16 years provided excellent comfort and functioning up until the day I could no longer purchase the banned freon it used.

  You should be aware that when your inspector or service manager came out the first time, he was not able to do anything to address any of my concerns. I felt he was very careful with his words stating that the unit was working properly. I thought that if the unit was functioning properly does that mean that it was not a match for my home. 

  You continue to be stuck on only the noise but after thinking about it that issue is not specific to my home per your companys installation technician. Who stated that other customers complained about the noise. Your company is not doing a good job of listening to customers. Per other HV** professionals, increased noise can be associated with an oversized unit. That said, taking the noise complaint out of the equation, what would you expect the service manager to do differently from the initial visit? In speaking with other HV** professionals, they summarized what I was experiencing as side effects of an oversized unit. Therefore, what would the inspector be able to do regarding the extreme dry air/ humidity issues? Or the cold blast of air blowing down out of the vents? Or the unit short cycling, or the uneven cooling, or the higher energy costs.  

  After paying almost $11 thousand dollars, I am being forced to not rely solely on the ** furnace unit. I am putting in more work with the new unit than I did with the old failing unit, attempting to avoid some of the uncomfortable issues. I am still running fans throughout my home; to reduce the use of the new unit to avoid side effects which just is not right. 
  I am attempting to relay that your expertise did not provide a unit that delivers comfort. I do not know why, but it is because the unit can as you said adjust from a 1 ton to a 3-ton unit. All I can say for sure is my home's old unit was a Rheem 2.5 unit that was not adjustable. My home was not experiencing the extremes that I fear I will continue to fight for years to come and that I have struggled to remedy since the new unit was installed.  

  When your company website states that your company ensures comfort conveniently and easily; this is not the comfort I expected your company has been delivering for 75 years. I do not feel that I am asking the impossible, I am asking for your company to provide the comfort your website promotes that it will make certain to deliver. 

  Again, I am asking that Estes make this right by retrieving the current Carrier unit and either install a Rheem 2.5 unit or provide a refund. 
  
  ******** *****

  

  Business Response

  Date: 11/13/2024

  Mrs. *****,

     My original offer was to send a different Manager to your house to see if there are any other or different options. If you would contact us we can make that happen & then decide on a direction. I realize that you are not trained in HVAC but some of the symptoms you are alleging are being caused when you run your system are actually the opposite effect of what they would be if your system were too large. Also there is not a furnace including your old one that has a 2.5 ton blower, they are all adjustable. Not sure why you are convinced that Rheem would be different, it also has a 1.5 to 3 ton adjustable blower & the decibel rating on it his higher than the Carrier & your old furnace was a *******. Please contact us for a Manager to ***** the situation.

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22418053
  
  I am rejecting this response because: I prefer to not pretend as if something is being done when the result is that nothing will change. I'm quite confident that the 2nd ******* will not be able to pry the vents open any wider or slow the unit any further as per the 1st ******* that's all he could do because any slower would freeze the lines or something like that. For anything else, the ******* would need to be here longer than 20 minutes or so to actually experience what I'm attempting to explain.

  This is truly exhausting and frustrating. do you think this is what a customer expects when replacing an ** furnace? Where is the part where I'm provided comfort. I do not know about furnace blowers or whether they are adjustable or not. You are fighting me with technical words and I'm doing my best to explain to you what I'm experiencing in my home since replacing the ** furnace and you are doing your best to convince me otherwise when you are not living this.

  All I know for a fact is that over the 16 years I have lived in this house I have not experienced these issues. It is very clear that when I run the unit it is the cause of what I'm experiencing. I'm boiling water on the stove, running humidifiers and a fan in an effort to make my living space more comfortable. My old unit was very old and most of the information that would have specifically identify it was worn off. However, it definitely had a Rheem logo. Now I don't know if ******* made Rheem units I just know what was displayed on the unit (see the photos attached).

  I am convinced that Rheem would be different because that is what cooled and warmed my home before without issue. I could set the desired temperature on the thermostat and forget about it. If there were any issues it was with something needing service or a part needing to be replaced. I do believe your salesman looked over the old unit and said it was a base model so I doubt it had a 1.5 to 3 ton adjustable blower.Over all the years that ** ******* serviced that unit they never said that either. They also stated that it was a base model.

  I will call your company to schedule an assessment. Now, if your ******* is not able to change anything will your company then change out this unit to a Rheem? All I'm looking for is the comfort I expected when purchasing a new ** furnace.
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 12/04/2024

  Customer stated she would contact us to send out a supervisor. We are available

• Initial Complaint

  Date:09/09/2024

  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 hired Estes Services to replace my HVAC system in August 2023 with an agreement that included guaranteed comfort, customer satisfaction, and a service contract for 3 years. The installation crew left a mess, failed to properly secure the ducting and registers, and damaged the furnace unit during installation. Estes attempted to put band-aids on the furnace over several attempts and it wasn't fully repaired and operational until Novemeber. Since then there's been ongoing problems with the thermostats not maintaining temperature, the A/C compressor not engaging, a damper failure, duct work breaking loose from the ceiling straps, and inconsistent comfort within the home. Estes came out on at least 10 additional service calls to address these problems since January of 2024 but they failed to resolve several of them. On 4/2 I expressed my concerns to the service manager **** and he promised to resolve the issues and follow up promptly, but I didn't hear from him for over 6 weeks and when I did he dismissed my concerns. Problems persisted so I again expressed my frustration with my sales rep ****** in early May and he recommended that I use the 1 year satisfaction warranty and have the entire HVAC system replaced free of charge. On 5/30 -5/31 I officially informed ****** and the Ops manager **** ****** that I wanted to exercise the warranty and have the system replaced. **** then contacted me and said he would personally resolve the issues, and that replacing the system was an option. In June and July techs ***** and **** came out and fixed problems with the installation, made adjustments to the system, and recommended adding another zone but then communication with them and **** stopped shortly thereafter. They blew me off on 3 scheduled conference calls and I believe strung me along until my satisfaction warranty expired in August of 2024. Now Estes is trying to say I need $7,000+ in insulation in the attic to resolve the comfort problems and this is unacceptable.

  

  Business Response

  Date: 10/02/2024

  We went out to Mr. ******** house today & resolved the issue to his satisfaction. He said he would email BBB today to let them know everything is satisfactory. I attempted to locate the initial complaint on the BBB website so I could post a response, but I cannot find it? Please advise.

   

  Thanks,

   

  **** *******

  Vice President, Estes Services

• Initial Complaint

  Date:09/04/2024

  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.

  Estes came to my house 7/2024 for an annual, routine HVAC check. We were not having any issues with our HVAC. The technician said the refrigerant levels were "slightly low" on all 3 units. He suggested this was likely due to the time of the year they were charged. He recommended adding refrigerant to the top 2 units. He said the bottom unit was only slightly low and we could hold on that if we prefer. He said he would return in 6 months for his regular HVAC check. If the levels were low again, this would be suggestive of a leak and we would need to have this repaired. That same night, my husband slept in the basement and noted that the air was not working there. Due to our schedules and Estes schedule, we were unable to have them come look at the unit for 3 weeks. Upon their repeat evaluation, they noted that the refrigerant level was ZERO. They told us that there was a leak in the system and we needed to pay 1200 dollars to have it replaced. Given the fact that the unit broke 24 hour after being "tuned up" by estes, I asked that another tech come up to render a second opinion as this seemed unlikely a system would coincidentally leak all refrigerant 24 hours after being serviced. He also told me it was a leak due to an evaporator coil damage (although he was unable to provide any supporting evidence other than that was his belief). This has been escalated to *********************, director of operations, who also continues to claim that our unit broke 24 hours after annual service due to an unrelated evaporator coil damage. This company is unable to provide any supporting evidence that they did not accidentally damage or dislodge the ******** valve and during our last exchange I asked him to explain how to differentiate between a broken evaporator coil and a technician causing a leak. He basically inferred I was stupid and then said if I felt like they did something wrong, he encouraged me to contact the local police or fire department.

  

  Business Response

  Date: 09/13/2024

  The series of events unfolded as follows. On Estes very first visit to this address the technician noted in writing that all 3 of the ************ were low on refrigerant. Estes did not install these systems so we have no base line number to know if the systems had a leak or were low from the very beginning. However the customer was notified that they were low before any work was performed by Estes. The course of action was to properly charge the units that were utilized the most & monitor the lower system that is rarely used to see if this is a leak or just installed incorrectly. The unit did subsequently leak out the remainder of its refrigerant & stop working. We returned to find the leak was in the evaporator coil & the customer was quoted to replace the coil. The customer called another ************ to verify the leak. That company stated that MAYBE Estes could have left the valve open allowing the refrigerant to leak. First of all MAYBE is not a diagnosis but a guess. Secondly, had the valve been left open there would've been oil in a puddle beneath the valve; in other words it would have been obvious. The customer spoke with our Service Manager & he offered her a 50% discount for the installation of the new coil. This offer is overly generous considering Estes did absolutely nothing wrong. Although I disagree with this 50% off offer I will honor it & that is our final offer. 

  I have attached the ticket from the first call with the customers signature verifying everything I have said & she was aware.

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22240689
  
  I am rejecting this response because:
  

  The system stopped working 24 hours after routine maintenance.  Your technician re-evaluated the unit three weeks later and it was reading ZERO.  Regardless of where the leak came from (evaporator coil vs ******** valve), it seems like there should be a large amount of oil residue due to the size of the leak and the short period in which it occurred.  How then, can you differentiate between a damaged evaporator coil vs ******** valve error/damage? 

  I appreciate the discount you have agreed to up hold.  As a consumer, I am just trying to understand if my unit is actually broken or if an inadvertent human error led to my system malfunctioning? I know you have stated that your technician verified the leak was coming from an evaporator coil but as the customer I have not seen this diagnostic report.  If you could share that with me, that would provide me with some confidence that my unit is indeed broken.

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

  

  Business Response

  Date: 09/13/2024

  If we are going to have a technical argument then you must understand the basics of the refrigerant cycle. Oil always migrates back to the outdoor unit, it is very rare for oil to be present at an evaporator coil leak, unless the outdoor unit is on the roof of a high rise for example. You were told ahead of time that the unit was low on refrigerant. You agreed to monitor the unit to see if it was a leak or simply charged incorrectly at install. This is verified by the attached invoice. The leaky coil has been subsequently verified by two senior technicians. Estes has been in business for 75 years because we take care of our customers & if we make a mistake we make it right. We did not make any mistakes regarding these calls.

  You have levied some serious allegations regarding our technicians by suggesting that they would intentionally sabotage a customers HVAC system. I suggest you call another ************ to remedy your leaking evaporator coil. 

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22240689
  
  I am rejecting this response because:

  I have never once said anyone in your company did anything intentionally to sabotage my home.  To the contrary, after your operations manager absurdly suggested I call the police if I think your company damaged my unit I personally reached out to you and stated in email I am not now nor have I ever insinuated that your company intentionally did anything to cause damage to my property.  We are all humans, however, and humans make mistakes.

  I am not trying to get technical with you, I am merely trying to understand how my HVAC broke 24 hours after routine maintence from your company. The experience I have had with you and your company is beyond disappointing.  It is clear that you are unable to take any ownership of this issue.  These exchanges are not productive and it is clear that your priority is not with the customer but the profit.  For any customer reading this exchange, I highly recommend you choose any ************ other than Estes.

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

• Initial Complaint

  Date:07/30/2024

  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.

  Date: 7/30/24 At 12:24 pm, I received some kind of automated call from Estes **************************** advising me that I could schedule my fall/winter maintenance inspection, I pressed #1 to connect to a customer service rep. I told the rep that I would like to schedule my maintenance inspection. The rep told me that I could not schedule the inspection because i had just had an inspection in February 2024. I told her that I had just received a call from Estes **************************** informing me that I could. This AIRHEAD rep stated that she didn't call. I informed her that she is Estes **************************** and I ended the call to maintain my professionalism.I do not care to spend my hard-earned money with an organization that has incompetent, lazy, uninformed employees with direct access to its paying customers.I want my $179.00 paid to *************************************************** for maintenance inspection refunded and I will obtain a maintenance agreement with a company that respects its customers enough to employ and train its employees to deal with customers on an informed and professional level.

  

  Business Response

  Date: 07/31/2024

  A refund of $179 will be made to the customer as a reimbursement for his maintenance agreement. Thank you

• Initial Complaint

  Date:07/18/2024

  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.

  12/21- I purchased a furnace from Estes. I called them several times after the purchase to say that my house was not heating or cooling like it had with my previous furnace and that the furnace that was installed was much smaller than the other furnace. No resolution was offered to the problem.I had my AC unit replaced with a different company in 2022 and I was informed that my furnace was not large enough to accommodate my house. I called Estes at that time and I spoke with a female who told me that I had the correct size furnace for my home. In 2023. I purchased a maintenance contract with another company who told me that the furnace was not large enough for the house. 7/17/24I contacted the company that I have the maintenance agreement with because my AC was not cooling the house. The servicemen informed me that the furnace was too small for the existing ductwork and the fan motor was no longer working. They said that I needed to contact the company that installed the furnace because a fan motor should not be failing within 3 years and this was due to the furnace not being large enough. They told me that it wouldnt make sense to replace the fan motor because it would happen again as long as the current size furnace continued to be there.

  

  Business Response

  Date: 07/23/2024

  Estes Services is replacing the furnace with a larger model per the customers' request. Thank you

  Customer Answer

  Date: 07/23/2024

   
  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:06/28/2024

  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 contacted Estes Service HV** to evaluate a room in my upstairs that was not getting quite as cool as the other rooms. The repair person suggested that I have the unit cleaned and offered a service agreement to clean all of my 3 ** systems. When they came back to do system service / cleaning, they stated that my downstairs basement unit had a freon leak and that the entire unit needs to be replaced. This was very surprising to me because up until their visit, I have had no issues with this unit cooling at all even on the hottest recent days in the middle of summer (no problem including the day they were here).This downstairs unit had nothing to do with my request and the only reason they touched it was for cleaning the unit as a part of the "service plan" that they sold me on.Incredibly, the ** unit now immediately after their cleaning has suddenly stopped cooling. They sent a technician back out here who confirmed that there is now no refrigerant at all in the system and stated that they cannot repair the unit because it is on the old R22 freon. The technician told me he understands completely why I am upset but that there is nothing that they are willing to do about this. I am so shocked & disappointed with the horrendous job that Estes HV** did which ruined my ** unit which was working perfectly fine without issue until they came to perform their "service." Bottom line is that although the ** unit is an older unit, it was working perfectly up until their service.Whatever damage they did to my basement ** system can't be fixed and now I have to replace the entire ** Unit! The only solution to this problem is to replace the unit. Based on their response I highly doubt that will be the case.I will tell everyone that I know what a terrible thing this business did and suggest that they find a different company and certainly don't let them touch any ** unit that is working because it may not be working when they get done with their "services"

  

  Business Response

  Date: 07/01/2024

  The customers desired settlement is unacceptable. Estes is willing to refund ****************** the money he paid for the services that were rendered. Estes will not consider replacing a system for a customer who makes inflammatory statements about its employees without any evidence whatsoever. A 20+ year old system that uses refrigerant that is no longer manufactured was found to be low & this was later verified by a senior technician. To allege that a 75 year old, local, family owned & operated HVAC company with a stellar reputation would risk all of what it has worked so hard to establish for a small sale is absurd. 

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21916886
  
  I am rejecting this response because the ** system was working satisfactorily to cool my downstairs basement immediately before (including the day of their cleaning service).  Prior to the cleaning service I observed no issues and I  know very well because spend a lot of time in the basement working from home.  *********** person recommended replacement of the unit, but we declined this because there was to be no need to do so (also noting that our contact for services was originally unrelated to this unit and only happened because they sold me on their "service plan" which included cleaning and inspection of all my ** units.  Then immediately after the inspection / cleaning service, the ** system no longer cools at all.  I don't imagine the owners of the company would intentionally risk the company's reputation for one small ** unit and I also appreciate that it is a long-established family-owned business.  Notwithstanding, this was my real experience with the company.  I don't believe the immediate break down of the system can be so easily explained away as a coincidence.

  I am not asking for Estes to do anything else and will look for a smaller more local business in my area that has been used by a trusted contact or neighbor.  I would suggest that Estes may have an opportunity to consider how they incentivize their employees. 

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

  

  Business Response

  Date: 07/09/2024

  The following is the customers response:

  I am not asking for Estes to do anything else and will look for a smaller more local business in my area that has been used by a trusted contact or neighbor.  I would suggest that Estes may have an opportunity to consider how they incentivize their employees

  Being that the customer is not asking for any desired settlement & states that in his response, this case should be marked as resolved.

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21916886
  
  I am rejecting this response because: I am not satisfied and there hasnt been any resolution.  I did some research and confirmed that your HVAC technicians receive commissions through your employee reviews on Glassdoor.  Direct quote from an HVAC technician states The pay is very good, and commissions/bonuses are pretty healthy too.  

  Financial incentives in the form of commissions paid to a technician / repair person for sales numbers is a very strong incentive and one that cant be easily dismissed as has been the case with the responses so far.
  

  Their prior response that Estes has no fault or responsibility based on them being a family owned business established many years ago doesnt address the issue.

  I would be open to hearing an offer of resolution that includes a payment to offset the cost of replacement of the unit that I am going to have to incur to rectify the situation.

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

• Initial Complaint

  Date:04/24/2024

  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 April 12 HVAC tech visited my condo for spring maintenance visit. Tech called me since I live out of town as this is my rental. He said that my unit was not cooling. He said my options were they could do electronic leak search, a manual search ranging from $157 To 459, the cost of fixing the leak if one is found, purchasing a new unit, or adding refrigerant and a leak freeze, which would be $600 with my discount. I mentioned to tech that I will not be buying a new HVAC as my unit was only seven years old and had had it maintained twice a year since. Being an out-of-town landlord is difficult to argue or know if this was needed so I opted for the adding refrigerant/leak freeze even though I did think that was very expensive. I received an invoice with a picture attached showing tech had written on my outdoor unit in large black marker: Leak Freeze 4/12/2024. As I had never seen any tech write on my outdoor unit like this, I called the company and complained and on April 18 they sent a tech out to remove the writing. The invoice indicates he was there about 18 minutes where he removed the writing, and I guess painted over it, however the invoice he sent me with a picture of their fix on it you can still see the area where the writing had once been and was now painted over. I called to complain and ops manager told me there was nothing more they could do for me at this point and they consider this issue resolved. I told him I was not happy with their fix and that I did not pay over $600 plus cost of monthly fee for now having this problem of my outdoor unit having being written on in large black permanent marker and their trying to fix it, which in my opinion still looks horrible since outdoor unit does not look like it did prior to tech writing on it although the writing is removed because you can see the area where it was painted over.

  

  Business Response

  Date: 05/02/2024

  It is a common practice in HVAC for the tech to write on the indoor &/or outdoor what was performed on the call & the date. This way the next time a tech is dispatched to the call they can see what has already been tried should the problem repeat itself. In 75 years of being in business this is the first time we have ever received a complaint. This practice helps other technicians, ultimately saving them time which saves the customer money. The writing has been painted over & resolved

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21619297
  
  I am rejecting this response because:

  I have had hvac techs work on my ACs for over 15 years from multiple companies and have NEVER had a hvac tech write in permanent large black letters on my outside hvac unit. This was like vandalism to me and I do not accept their response that this is a common practice! I asked around and no one said a hvac wrote like this on their unit inside or outside ever. Since a customer *** use different companies this also does not make sense anyone would want their unit permanently written on as it is an eyesore to say the least! Before your hvac tech came out my unit looked like it was new and now it does not. The 15 minute fix done to paint over area was not sufficiently done since can still see area where it was had been written on and painted over! I will never use or recommend this company to anyone unless someone would like their unit written on in large black letters! Do far I paid over $600 for refrigerant that *** not have even been needed AND to have my outdoor unit defaced.

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

  

  Business Response

  Date: 05/15/2024

  This common practice was rectified by ordering paint from the manufacturer that perfectly matches the outdoor unit. No where in the BBB complaint does the customer make any request she only states that she will never use Estes again. We consider this matter to be complete we have listed her request in our software & marked her as a "do not service". 

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21619297
  
  I am rejecting this response because:

  Estes costumer service manager on phone told me after I called to complain that they fixed the large black writing on my outdoor hvac by going to ********** and buying paint that matched unit, however when tech went out to paint over the writing he only spent about 15 minutes (this is evident from invoice) and the result was you can tell something was painted over. It does not look like it did before tech came out and vandalized it. If you look at the end result pic you can see it was a sloppy job done. I told customer service manager I was not happy with the sloppy fix tech did and response was to have operation manager call me on a specific date and time. He did not call me on that specific date and time and I had to call him the following day or next before he finally called me back. He never apologized for the tech writing on my outside unit in large permanent marker, insisted adamantly that this was normal practice for their tech to write in large black marker on unit and told me he considered the issue resolved even though he knew I was not happy with the sloppy fix they tried to do. I would like some kind of refund to compensate me so I can buy a new hvac housing panel or have the complete outsize unit professionally painted since what they did to try and fix it looks horrible. I was not happy with how ops manager handled this situation and was acting like I did something to them because I was complaining. 

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

  

  Business Response

  Date: 06/13/2024

   

   

  EXTERNAL EMAIL! Use caution when clicking on links or opening attachments and never provide your User ID or Password.

   

  our last offer is as follows:

  We have ordered a brand new panel & will provide the customer with this new panel at no charge. We will deliver the panel as soon as it arrives. 

   

  Customer Answer

  Date: 06/14/2024

   
  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. Please ask Estes to email me at ************************ or ************ when new panel is in and if they are going to be installing it as well or next step?
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/16/2023

  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.

  I am very unsatisfied with the service from Estes Heating and Air. On July 3, 2023, Laphoma ***** from Estes visited my home to repair my HVAC Unit not turning on in the heat of the summer. ******* arrived at 11:11 a.m. and repaired the unit. By 2:00 p.m. the same day, the unit was no longer working again. Due to the extreme heat, Estes sent another technician by the name of ************************* out who examined what ******* had done earlier and stated that what I really needed was a Bypass Damper. This was also place in writing via email to me by a ***************************** on July 10, 2023. ************************* advised that he could install the Bypass Damper and to call the company headquarters and ask that he come back out to install the Bypass Damper. Although not assigned to my region, ****** stated that the customer gets what he/she wants and to make the request. I called that day and scheduled ************************* for October 2, 2023, which was when he would be available in my area. The representative confirmed that ************************* would be the technician assigned. On October 2, 2023, Laphoma ***** showed up instead of *************************. Although quiet angry, I allowed ******* to continue with installing the Bypass Damper. To my surprise ******* informed me that a Bypass ****** was not what I needed, and that I needed instead a comfort analysis. I informed ******* that October 31st would be the next available date for the comfort analysis. I later learned after reviewing the invoice that ******* erroneously scheduled it for November 31st. There isn't even 31 days in November. When I called the office to get things changed, I spoke with ****** or ******* where I asked to speak to a manager. ****** or ******* informed me that **** or *****, the field supervisor would call me. As of October 16th, I have never heard from Estes (****) at all. I have been given the run around and been put off by Estes. I'm fed up. They have horrible customer service. I'm not a fool.

  

  Business Response

  Date: 10/18/2023

  Laphoma repaired unit on 7/3. Later that afternoon the system stopped cooling again and found that a GFIC outlet in a bathroom tripped that the furnace was tied into. Furnaces should be on their own circuit. While ****** was there he checked the unit and recommended items to correct the zoning system, dedicated transformer and bypass damper. Customer wanted to proceed with the bypass damper in October. When part was scheduled for repair ****** was unavailable to do the repair that day. Laphoma went out to complete repair and found the supply plenum in poor shape and that adding the bypass to the plenum would cause damage to the supply plenum. Laphoma recommended a comfort analyst to quote a new plenum. The date of the appointment with the comfort analyst got messed up. Sorry for the inconvenience this has caused.  What would you like for us to do?  Would you like us to send out a comfort analyst to give you an estimate to replace the zone system?

   

  SIncerely,

   *********************