Complaints

• Initial Complaint

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/12/2024 Elite Sent technician ****** to inspect the unit. He looked inside and outside quoted the problem as a shorted out motherboard. Quoted repair, labor and surge protector as $700 On 12/17 ***** from Elite came out inspected the unit inside and out and put on the new part. He was here 10 to 15 mins On 1218 i, the homeowner noticed it was still a difference in temperature ***** with Elite came out. Quoted $1600 for a leak in coil 8.5 lbs of coolant and $500 labor On 12/19 i called ******* ******* *** ******* for a second opinion. He said it was a pin hole leak and had to be there for some time He cited poor workmanship of the coil as a reason for the failure. Install is two years old Said the unit needs 5 lbs of coolant,

  Business response

  12/23/2024

  Response/documents attached. 

   

  Thanks 

  Elite Heating and Air Conditioning

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Man that came out first charge me $90 to look up my air condition failed to tell me that it was just a coil lied to me told me if I did the 199 he would come out and service it to try to see if we could save my air condition long story short he said it was gonna 6500 For a new air condition or 4000 and something for a compressor then I call them back and have them come back out to try to service my air condition. Still told the same thing. Long story short and then call a different company and they told me it was my coil because they actually took it apart plus I was low on Freon submit receipt repair to be provided my refund of 109 not the 90 because I understand 90 was for the service run from the first time I called the other company out. I have called and called and asked for a refund and they told me they were going to get me for harassment because I would not stop calling and asking for my money back when I presented the correct documentation and receipt of air conditioning being repaired the proper all I ask is I get my money back and I will no longer do business with them and The lady I spoke with on the phone, had an attitude problem and told me that she would get me for harassment because I told him I would keep calling and asking for my refund. I want something done please and thank you.

  Business response

  06/26/2024

  (1) Customer called into Elite for a service call with a problem with her cooling system on April 14th, 2024. Technician found a breaker tripped on the unit, reset breaker and checked unit. Found unit drawing high amps and low on refrigerant. Customer declined any further repairs at that time. But did sign up for a annual maintenance agreement, which waived the $90 diagnostic fee

  (2) Customer called back on May 8th, 2024 with cooling not working. The technician found the unit to low on cooling to work properly. The technician found a leak in the evaporator coil and quoted proper repairs to the customer. The technician also provided replacement options. Customer choose replacement option, but was unable to get financing approval. Customer was left with repair and replacement options. She said she was going to get a co-signer.Note the customer wasn’t charged for a leak search $285 due to being a maintenance customer.

  ******* ****** called into office requesting refund of her maintenance agreement of $199.00. We explained to her that we are unable to refund any maintenance agreements as it is a program that last for 1 year and she had been on it for over 12 days. If we did make an exception and refunded her, she would actually owe more money than she would be refunded for since she had already been using the benefits.
  (1) $90 service call fee from April 14th
  (2) $285 leak search along with a $90 service call
  So if she wanted to cancel the maintenance agreement program she would owe $465.00. Desiree called another company and received the same diagnosis that was quoted from our company. She choose to use the other company and is not entitled to any refund from Elite.
  Thank you for your time and consideration, we ask that her claim be dismissed and the
  response Posted publicly. (Please safe guard her personal information on the credit denial before posting.)

• Initial Complaint

  06/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  If you can help me please reach out. My cell is ***************  elite improperly has installed our system and has made numerous attempts to avoid helping us when we have had another HVAC certified person, electrician AND Elite employees tell us what they have done was incorrect and then tried to blame us on it. blower stopped working December 24th and we still have no AC or HEAT and have pets and a 8 month old baby that we have had to but space heaters and AC units for to keep cool or warm. I have photo evidence what they did was wrong and they didn't complete the job and had to have other complete what they failed to do. PLEASE HELP our only other option is to possibly go to court to get this taken care of and we just want to be civil about this. not looking for tons of money just want the stuff I paid off in full up front that is still under warranty to be fixed.

  Business response

  06/19/2023

  Thank you for forwarding the complaint. As you know customer satisfaction is one of our top priorities in the community. We hate to hear *** ********* isn’t satisfied with his last service visit. Please review the following as a response to his complaint. 

  The unit was purchased in August of 2020, ( almost 3 years ago), 16 Seer Carrier AC, Coil, Furnace and Thermostat for $6,500. During the time of the installation the customer wanted to add on two supply runs to his existing system that would be an additional $900, this work was preformed but the balance of $900 was never paid. 

  We were called to the home for specific service calls of issues with the customers existing electrical panel. He was advised to consult with and Electrician for advice. (April and May 2021)

  We were called to the home in December of 2022 for a “No Heat Call” ,found this customer had removed their filter and had been running system with no filter. The coils were clogged with animal hair, dirt and debris. Cleaned units and advised customer to not run his system without a filter. 

  We were called to the home in February of 2023 for a call of a neighbors tree had fallen and caused electrical damage to his home. The technician did confirm there were several electrical components damages as a result. The customer was given repair pricing and declined at the time of the visit. 

  Customer had called into the office stating he was going to get an attorney and being unprofessional. We did decide at that time to dismiss him as an active customer as the relationship is not one we felt it was in either parties best interest to continue. We hate when this happens, our hopes is it never comes to that, but in this case it has. We ask the that the complaint be dismissed as unmerited after reviewing the facts and the complaint dismissed. 

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 2022 $17,000 furnace system from Elite Heating and cooling Furnace has error messages on thermostat. Company has been called. Came out one time. Identified a problem then said there was none. Have yet to return to fix issue of unit not warming house. Now has said they will not service, I am not to call, they are transferring warranty but won't tell me to whom and will not take my calls.

  Business response

  01/30/2023

  Thank you for sending the customer complaint. This customer was let go from service due to her threats against employees and not being able to call in without cursing at anyone who will listen. 
  her warranty for parts is through the manufacture and she will need to find her own new service provider. 
  We would appreciate if the BBB would dismiss this complaint and list her as a potential problem customer for any other service provider. 

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on january 6 2023 a service tech came to my home for a routine HVAC cleaning that should cost $120. While there he claimed that the cartridge for my reme-H should be replaced despite the expiration date of May 2023. he said the replacement cost $450. he claimed that he saw mold inside the heating unit and that the rust in the coils of the heat exchange was too severe to clean. he recommended that we purchase an entirely new HVaC system. to avoid liability he said he was required to turn off the power snd gas to my furnace. he dismissed the notion that my CO detectors would detect toxic gasses as intended. Not only did he turn the switch for electric power off but he disconnected the wires inside the unit to prevent it from working. He encouraged us to schedule a costly replacement immediately. he noted mold inside the unit but didnt clean it. he noted the air filter was dirty but didnt replace it. he claims to have replaced the cartridge to the REME-Halo and invoiced me for an amount greater than the amount he quoted. He told me that if i purchased a premium membership i would get a discount. After he left i hired another company for a second opinion. They didn't concur. They tested the exhaust and found no toxic gasses. I requested an adjustment of the billing and later requested a full refund of charges for failure to provide services and adequate proof of exchanging the cartridge of the Reme-Halo. a representative of the billing department claimed that the invoice was actually discounted and that the replacement cartridges are listed at $650. she also claimed that she knew the replacement cartridge was exchanged because the tech returned to the office with the empty box. ironically an empty box was left at my home as well. i asked for serial number identification. she claims that the cartridges and their boxes lack identifying information.

  Business response

  01/12/2023

  We received your email from Monday January 9th. We are sorry to hear you weren't pleased with the service visit you received, we do take our customer satisfaction as our highest priority. We reviewed the technicians notes from your visit on Friday January 6th, it appears that there was a schedule to do a "One time cleaning OTC" on the heating system for your home. That charge is $120.00 as quoted when you scheduled. The technician preformed the cleaning with the following notes: 

  Today we performed a cleaning check on your furnace your unit was running during my inspection of the thermostat everything seems to be functioning properly. Filter was dirty 20x25x1 Inspection of mechanical components: all mechanical components including but not limited to,fan motor, drain lines, coil, inducer motor, igniter, flame sensor, high limit switch. Inspection on electrical components and connections: Checked electrical connections on control board as well as wiring. Performed amp draw test. Inspection of inducer motor/heat exchanger a large amount of rust and water damage is evident inside the heat exchanger as we'll below the inducer motor large amounts of mold found inside the furnace and on burner rack and wiring. I highly recommend replacement of the system to insure safe operation during the winter months. Replaced Reme halo catalyst. Paid cc 0444 Your service tech lee The charges were as follows: Reme Halo Catalysis $550.00 EPP Elite Priority Program $197.00 Total: $747.00 * The initial $120 charge was waived for the OTC because customer signed up for the Maintenance agreement. * There was a discount not applied to the Reme Halo Catalysis, by being on the EPP agreement of $100.00. * So the total bill should have been $647.00 instead of $747.00 However, the statement was made in your email that your have disputed the charges with your credit card company. So we are unable to make any changes, adjustments or refunds when you have started a dispute. You will have to go through whatever process your credit company describes to you to get your resolve. They will typically ask for information from us that we will provide the above information. In reference to your other concerns in the email: (1)During the appointment we did notice a dirty filter, noted it on your invoice. We only carry 4' Media filters on our service vans, we could have ordered you a 1" by your request. Most homeowners have the filters available at there home at the time of the appointment. If that is the case the technicians will typical change them for you. If you would like us to purchase some filter for you to have in your home please let us know, a case of 6 to fit yours is $77.00 with your current EPP Discount Plan. (2)He did preform the cleaning as scheduled, he did find mold, rust and some serious areas of concern in your homes heating system. He did discuss these issues with you in person and showed you the areas in person and with a inspection camera. (3) Your Reme Halo Catalysts is the main component in your air purification system, the manufacturer recommendation is that the catalysts be replaced every 2 years. You did agree to that replacement and the work was preformed. You are now enjoying clean purified air in your home once again. (4)As stated to you at the time of the visit the areas of concern in the heat exchanger were what was felt is unsafe and in need of immediate repair or replacement. You were advised we would be turning the power off to the system and that it shouldn't be operated until repair or replacement was preformed. You stated you were going to speak to your husband and get back to us. The pictures of what was found are supplied in this email and provided to you at the time of the visit. After review by our service department manager, the issues seen in the pictures are not normal operation of a furnace and if there is a shadow of a doubt our technicians can disable the unit. (Safe than sorry) You as a homeowner can, ignore the warning(turn the system back on), call for a second opinion, schedule the repair or replacement. All of these options were given to you at the time of the visit by the technician. You stated that the people who where renting your house didn't take care of anything and you were aware of how dirty and damaged things were. (5)The second opinion service call invoice you sent in from Automatic Air doesn't address the problem that was diagnosed. They preformed a Combustion Analysis, there are no notes of anytime of visual inspection with a camera or thermal systems. So the invoice provided no useful information to determine our technicians diagnose was incorrect. (6) You stated you had not yet filed a complaint, however we did receive a confusing complaint from a person matching your name on a review service called YELP prior to receiving your email. Because of the technician not feeling your unit was safe to operate, you were assigned a manager to your service call who stayed in contact with you all weekend trying to help your situation and to get your system back up and running in a safe manner. The manager called, texted and stayed in contact with your through the weekend. Your statement to him was you were staying in a hotel and that you had a hearing disability and texting was better communication means. After your last email your stated you had a "second opinion" within an hour of our service visit and that your heat was back on. You continued to communicate with the manager and ask for repair, replace and financing information all weekend. We take customer service very serious and feel like this is a game to you. You have threatened disputing your credit card, the better business bureau and an attorney. This response would be the reply to any of those complaints or any online reviews you may post posted publicly. You hired us for a service, we provided that service with discounted benefits by being on the EPP. The only thing owed to you is the $100.00 discount for the Reme Halo Catalysis that was missed charged. ( But because of your pending credit card dispute we would not be able to issue this) If you would want to be dismissed from your EPP agreement we would be willing to take you off of that program. That would result in you owing $120 for the cleaning preformed and the price of $550 for the Reme Halo Catalysts being due. That total is $670.00. We would agree to a refund of the EPP leaving you $77.00 to be refunded. (However that cannot be processed due to your credit card dispute) Please let us know how you would like to proceed. There will be no reimbursement for you hiring another company to come out who didn't even preform the same service to you as a homeowner. We strongly stand behind what problems were found in your homes furnace and encourage you to do repairs or replacement as soon as you can afford it. 

  
  

*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. ↩