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:06/12/2023

  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.

  We purchased a new construction house on December 14, 2021 the heat and air rarely works.We have 13 year old triplets in this house, one whom is autistic. My autistic son just had a seizure we believe because the house was so hot, this Friday 6/9.2023, we had to rush him to ******************* in ******* **.We have had RGP Heating and Coolant out 15 times since we purchased the house.. If we need to go from heat to cold or vice versa the system shuts down and we can only get it to run temporarily by resetting the breaker box in the garage, until it shuts down again.We were in this house this past Christmas without any heat in 9' weather with kids and animals. We couldn't get the heat to work. We had to go out and buy $1.000 worth of heaters to stay warm. We also bought $300 worth of fans because it is too hot in the house to stay there We called RGP and they ended up coming out the following Friday saying they were swamped with calls.RGP keeps coming out and changing parts to no avail the unit is still broken. Every time telling us this time it will work, but it never does.We have been soooooooooooooooooooooooo very patient with this company but now we are requesting the following;RGP - Replace the Lennox Unit with a new unit, and a new service warranty contract.This has placed a great deal of stress on our family with being hot and cold in our new house.We have had highly elevated electric bills due to lack of out Lennox system to operate properly.This company has never given us any paperwork about any of the service calls although we have asked about it, never to receive it.Please help us in any way you can, as this is horrible living conditions.Thank you for your help.

  Business Response

  Date: 06/22/2023

  To Whom it may concern:
  This house closed 12/18/2021, the labor warranty with RGP ended on 12/18/22. We have had both service technicians and scheduling crews out to the property. 
  The homeowner has had 2 other HVAC contractors on her property.
  Here is a summary of the service department visits to this home:
  12/7/22-evaluated system, fan speed was in the proper settings for heat, found that homeowner was not using zoning correctly, found nothing wrong with the system, running to OEM Specs.
  12/29/22-checked and found heat sequencer on heat strips not working corrected. Ordered OEM replacement part from ******
  1/10/23-return to replace heat sequencer on heat strips, system working to OEM specs after part replacement.
  3/17/23-Found that homeowner was still not operating the zone system correctly and found dirty filter not installed correctly by homeowner, sucked up right against the evaporator coil, due to homeowner replacing filter when system was running.
  3/24/23-**************** came into our office in ******** and stated that he had another HVAC contractor look at the system and they said that the defrost board needs to be replaced. 
  3/31/23-Re-diagnosed the system to verify that the defrost board truly needed to be replaced. Confirmation that the defrost board had failed. Ordered replacement defrost board from Lennox. ************** call fee.
  4/5/23-Returned to replace warranty defrost board and recheck system, system working properly to OEM Specs.
  4/21/23-Found system on high pressure lock out, reset, evaluated system, working properly advised homeowner not to reset her system on the breaker as it will not show us the error code on the system after it is reset.
  5/12/23-Service manager went to the property, evaluated the system, and found unit working properly. Evaluation from this visit:
  Outside Air Temperature at time of inspection 78 degrees
  Pressures were 124/290
  Subcooling was at 7.2 degrees
  Supply Air Temperature on first floor **** degrees
  Supply Air Temperature on second floor **** degrees
  Return Air on first floor 73 degrees
  Return Air on second floor **** degrees
  Which equals 20 degree temperature difference across the evaporator coil
  First Floor thermostat set at 75 degrees
  Temperature on first floor 75 degrees
  Second Floor thermostat set for 74 degrees
  Temperature on second floor **** degrees
  Checked the secondary heat strips, pulling **** amps
  Also found Merv 13 filter in the system and completely clogged-have pictures if needed
  The filter in the system should have a Merv rating of no higher than Merv 8-maximum
  Also notified the homeowner several times she can not keep her master bedroom door closed and locked all of the time. The upstairs thermostat will satisfy early and not cool the rest of the upstairs due to the thermostat being in the closed room. 
  Service Manager deemed the system working properly and to OEM Specs
  
  

• Initial Complaint

  Date:05/07/2023

  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.

  We had issues with our HVAC. A tech was dispatched and ran a wire that was not needed. The supervisor and another tech returned and removed the wire. A refund was requested several times. I was informed the service manager would return my calls. As today, I have not received a call.

  Business Response

  Date: 05/15/2023

  Hello 

  The invoice attached showing a charge of $468.65 was for the service call back in 3/23/2022  a non heating service call.
  

  Includes a service call fee, reprogram the thermostat settings and replacement of the burned contactor assembly. 

  The wire that was ran was a TEMPORARY solution TO GET YOU SOME HEAT, it was never charged to you as that was not the final repair. 
  It was noted on your invoice since they have to write it down just like anything else they do on a service call. 

  3/29/23 we scheduled a technician and his supervisor back to your property due to a NON COOLING call since the weather changed drastically in a matter of days - NO CHARGE TO YOU SINCE WE HAD JUST BEEN AT YOUR HOUSE THE **** PRIOR.  

  The temporary wire was removed since the supervisor was able to use the existing wires in the wall just had had to troubleshoot the problem claimed by the previous tech. - NO CHARGE TO YOU  

  I apologize if you have not gotten a phone call but our system does not reflect any service pending at your property.

  Have you reach out to our office at ************ ?

  If no answer please leave a message and someone will return your call in a timely manner. 

• Initial Complaint

  Date:04/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased a new home in 2020 and the ** broke immediately. RGP came out a few times and said the issue was corrected however the issue continued. Turns out the coil on my new Lennox unit was leaking. Based on other complaints Ive noticed about RGP, their response is they didnt build the unit which I agree with. However my complaint with RGP is if they had detected the leak while it was under warranty as they should have during their several visits, I wouldnt have to pay to have the issue corrected. However each time they came out during my warranty period, they failed to notify me of leak or fix it. I called this week one final time to see if they would fix the coil issue without a charge and they were quick to remind me Im outside my warranty period. This seems like either a dishonest practice since they knew about the coil leak before my warranty expired. Im very disappointed and dissatisfied with the level of service received from RPG.

  Business Response

  Date: 05/01/2023

  Peaches *******
  
  , ** 30346
  Daytime Phone: **************
  E-mail: *********************

   

  Unfortunately with the information above we can not locate any information under our system.

  Please provide a house address and any other Customer name and phone number associated to the service history we might have you under. 

  Once we can locate the history we can further investigate the complaint. 

   

  Customer Answer

  Date: 05/03/2023

  Property address *******************************************. ******** At Perimeter. 

  Business Response

  Date: 05/03/2023

  After looking at the history of the **** system at 4082 *************************,  ******** 30346

  Came to the conclusion that RGP is not at fault.

  The last visit we have at this property is from 8/18/21 service call was caused by a dirty air filter which was a maintenance related issue. 

  Homeowner is responsible to properly maintain the **** system in the house at least 2 times a year, once for heating and one for cooling season.

  Seems that the system ran fine throughout the rest of summer 2021 and the entire year of 2022.

  That alone is proof enough the system was not leaking during the labor warranty period with RGP. 

  There is no way our techs or any other tech could have known that the system was going to end up leaking out the refrigerant couple of years after the system was installed.

  This is not usual but the fact that the coil developed a leak is not something we could have prevented. 

  The Lennox equipment installed in this home has a manufacturer's warranty for 5 years to the original homeowner, as long as they kept up with the maintenance recommended by the manufacturer they should be able to call any license contractor to do a coil replacement. (evaporator coil will be free of charge)

  However the homeowner will be responsible for any extra parts, labor and refrigerant.

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19967748
  
  I am rejecting this response because:

  The system never ran at its capacity.  I moved to a brand new home in 2020 and since then had regular filter changed at the beginning of each season by a professional.  My technicians were the ones that made me aware I shouldnt have to replace Freon each time I had the filter changed  (3 times a year).  I called several times and was always given the same story (outside of warranty, and ***** excuses for not coming out).
  

   I recently paid $700 to have the coil replaced with the warranty parts. My complaint is RPG during their due diligence of coming out should have alerted me to the coil issue vs another technician during the same period in 2021.  
  

  Thankfully its paid and the repairs are completed however I will never recommend RPG because they didnt respond or listen to my complaints when I called.

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

• Initial Complaint

  Date:04/06/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  RGP incorrectly installed a makeup air vent in the roof of my new home that leaked. They attempted a repair which created a larger leak damaging a dresser in the room below. I covered the area below the vent with plastic catching future leaks. Research showed that the vent should not have been installed, the check list says it was not installed. The controls for the device has not been installed or connected. On the 5th call all of the caulk was removed and the vent installed correctly. Now i want the damaged dresser repaired or replaced. My attempt to get the name of the owner by email and phone have failed, and the ************************* , is not responding.

  Business Response

  Date: 04/12/2023

  Good morning 

  Unfortunately **************** is no longer part of our team. 

  I'm currently looking into the history of this house.

  I will get back to you as soon as I come up to a solution. 

   

  ************************;

  ******************

  RGP Heating and Cooling 

   

  Customer Answer

  Date: 04/17/2023

  This was the response i got from ****************** last time because the previous manager was no longer with them.  How long should we wait to hear the solution they are looking into? 

  Business Response

  Date: 04/18/2023

  We are currently working on the case.

  I will estimate a week after we gather all the information needed to make a decision.

  Is there pictures of the damaged furniture? 

  Can you provide the invoice where it shows the amount you paid for the piece of furniture if possible. 

   

   

  Customer Answer

  Date: 04/18/2023

  These have been sent to RGP before , the dresser top and front board can maybe replaced but a repair company said to replace the unit will be less.  The dresser is currently available cost is plus tax and handling.   

• Initial Complaint

  Date:03/09/2023

  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.

  December 2019 I closed on my new home which RGP, purchased, installed and was accountable for any and all issues related to **** equipment for Knight Homes insist that they are just the builders and that the **** systems are the sole responsibility of RGP. First year, RGP came out a minimum of 11 times repair, adjust, replace and service unit. Coil was replaced twice, the entire condenser was replaced approx July 14 for the original was deemed faulty, refurbished installed had issue for the original 6 months old, months later unit in my attic was deemed defective and faulty and required replacement. RGP technicians informed me that the intake vents were too small and not enough of them were installed to accommodate system, nor the size of the cooling system was too small of my home; all done verbally with the promise I would receive a report never happened. Approx late September 2022 determined ice had formulated on the components on the condenser covered the fittings, hoses, and components inside the outdoor unit caused a very loud noise due to the buildup. My Home Warranty states that I require a bypass unit in my attic @$1800. My heat went out in late February, Home Warranty informs me that my defrost control board an TXV valve required replacement for $1350 exactly replaced in the first months by RGP. Over past 18 months, left approx 15 messages with RGP, emergency repair to inform them of my dilemma to contact me to no avail until after three calls today, 3/9/2023 before anyone contacted me. Clearly is inferior craftsmanship and work for over the course of my 72 years and several brand new built homes I have never experienced anything of such magnitude. Over the course of the 3 years I have owned my home located on ***************, *********, ** *****, numerous neighbors have express concern and frustration at the services by RGP along with the fact that the equipment is faulty to the extreme.

  Business Response

  Date: 03/16/2023

  **************,

  As explained before you have been out of your labor warranty as of 12/13/2020. I pulled your service history and do see that we have been quite a few times as airflow, and the indoor and outdoor coil. From the notes, and my professional experience, the issues you were having with the outdoor coil and indoor coil were manufacturing defects as they had leaks in them from the factory. Therefore replaced under the manufacturers parts warranty, but also at no cost to you for labor even when out of your labor warranty with RGP. All of our homes are calculated through computer software that calculates what size system needs to be installed. After it is approved by the builder, Knight Homes in this case, ************* and have it inspected twice before the house is closed. The zone systems we install do not require a bypass as the dampers themselves are adjustable, unlike some of the other brands such as Honeywell and EWC. The contractors you had out should also be aware that ****** does not recommend the use of bypass dampers, as it interferes with the factory specifications of run time and efficiency. I also have asked for our phone records of the number you called us on the other day so I can get to the bottom of why your calls were not answered as they should answered or called back if a message is left. If you used a different number please provide it so I can check with our answering service as they are the ones that forward our calls. Unfortunately we do not build the equipment, we are only provided by ******. I do recommend if you have had issues with the equipment to reach out to Lennox manufacturing as they would be able to better assist you with the unit warranties and your concerns.

  Customer Answer

  Date: 03/18/2023

   
  Complaint: 19561979
  
  I am rejecting this response because: Your company is responsible for the placement of inferior product and you have failed to correct the problem. Your company is the on whom contracted with the builder to install all aspects of system which you are accountable. If the job had  been done correctly it would not have taken minimum of 9 times over the course of 7 months to patch not fix your inferrior work, I DO NOT ACCEPT YOUR EXCUSES NOR AM SATISFIED SINCE I HAVE DOCUMENTATION TO THE CONTRARY OF YOUR RESPONSE
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/20/2023

  **************,

  We are not responsible for manufacturing defects. That is why there is a parts warranty through the manufacturer. Unforutnately the issues were found in the actual equipment itself. That is why I recommeneded to contact the manufacturer as they usually cover issues like this. We also cannot go off another contractors word as they operate differently. your claims are also not the same parts that we replaced almost three years ago. Unfortunately you have been out of our labor warranty since 12/13/2020. You are more than welcome to use any other certified contractor as your equipment is still undert warranty with the manufacturer. Again, we do not build the equipment. It is the builders discretion of what equipment goes into their homes.
  

• Initial Complaint

  Date:12/27/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 a brand new home not even 2 years ago and have had nothing but headaches with their cheap HVAC services and unit that they installed. My AC went out multiple times during the summer and my son and I were left in a home with no heat while temperatures were below freezing. My heat went out overnight on 12/23. I called RPGs emergency line multiple times and as of Tuesday 12/27 no has called me back more come out to see about the unit.

• Initial Complaint

  Date:09/22/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 June 2017 I closed on my home at ***********************************************. Since 2017 I have had issues with the Lennox **** system installed by RGP based out of *******, **. The first incident occurred in October of 2017, four months after closing which required the replacement of the evaporator coil. Though replaced I continued to have reoccurring issues(freezing of unit) since ******************************************** June 2018 I contacted RGP because the unit continued to freeze, and I was informed the company did not operate in AL and was forced to find a contractor to assist. On that day I inquired about the services and requested to have all work order documents. That year and 2019, I had several services done through **** warranty(air medx company) because of low refrigerant but not one tech checked the unit in the attic. In 2019, I found a contractor(D&M) who did not want to repair it because of the errors from RGP I contacted ****** before the warranty was up to have the system replaced and was informed that the system cant be replaced because the damages are not normal wear and tear.As a first-time homebuyer and single mom, I do not have expertise in the **** system so I relied on many services to assist but the situation was never rectified. Ive been spending money for the last five years on repairs and service fees. Recently, I was informed the **** installation is indeed an error. As mentioned, this is the third coil being replaced and I am reaching out in hopes of assistance and guidance on solving this matter. If correspondence are needed from past services as well as pictures I can send them. I look forward to hearing from a representative soon. Thanks!

  Business Response

  Date: 09/30/2022

  Hello, per our phone conversation with you and your friend the last time we were at your home was to install a replacement evaporator coil on 10/19/2017. The last time there was any correspondence about your system was in June of 2019. Your labor warranty with RGP ended 6/12/2018 and the parts only warranty with ****** was through 6/12/2022. We stopped operating in Alabama in Mid 2018. Unfortunately we no longer have a state license for the state of Alabama since 2018. We I spoke to you on the phone, I explained this to you and your friend and unfortunately your labor warranty would have been voided due to you having another contractor work on the system. From looking at the pictures that you sent us on 6/12/2019 it looks like the coil fell off it's track from the factory housing, which would not constitute an improper installation. Either way, your labor warranty ended 6/12/2018. Any warranty after that date would only be with the manufacturer of your equipment which is Lennox and only on the parts. I did ask for any other diagnosis from any of the other companies you have out to your home and have not received anything. We are not authorized to operate outside of the **************** after 2018. 

  Thank you, 

  *************************

  Service Manager

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18061829
  
  I am rejecting this response because:

  On 6/7/18 I contacted the company with complaints of the system and inquired about my work order that day. That is 6months after installing the evaporator coil due to reoccurring issues. A year had not pass. Regardless if the company was not operating in Alabama in 2018, no subcontractor was sent out to repair the same problem. Because of RGPs neglect, contractors and ****** warranty refused to repair the system due to it not being normal wear and tear the system was installed wrong and forced into the unit. Those pictures that was uploaded are RGPs work. 
  
  Sincerely,
  
  ***********************