ComplaintsforAbsolute Services

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Absolute Services up-sold me a 3-ton AC unit in October 2023. They failed do a proper electrical evaluation prior to the installation. As such, when we started using our AC unit in May (2024) the AC circuit kept tripping the 20-amp circuit breaking in the AC panel. Called Absolute about the issue, they sent an HAVC tech 31 May. Tech looked at the new HVAC unit and found no problem. On Tuesday 4 June, Absolute sent an Electrician to do and electrical evaluation. This technician checked the HAVC unit and read the label (label indicated the unit requires a 35-amp circuit). He checked the panel and noticed it had a 20-amp circuit. He said we needed an incoming surge suppressor ($1600), he scheduled an technician for the next day. That Tech showed up and said we didn't need a surge suppressor, we needed a 35-amp circuit installed. A new 35-Amp circuit with 10-AWG was installed. The 20-Amp circuit had 12-AWG. During the circuit installation the Absolute Tech stepped through the ceiling in the master bedroom. Absolute did pay to fix the ceiling, but I had to do the painting. Their Tech (Sub-contractor) was not reliable (schedule wise). This issue could have caused a fire in my house. A 35-Amp load on 12-AWG wire.

  

  Business response

  07/21/2024

  Thank you for bringing your experience to our attention. We sincerely apologize for the issues you encountered and any inconvenience they may have caused.
  We are committed to providing high-quality service and it is clear that we fell short in your case. We regret the oversight during the initial electrical evaluation and the subsequent complications that arose. Safety and reliability are our top priorities, and we take your concerns about the potential fire hazard very seriously.
  We appreciate your patience as we worked to address the issue, including sending out multiple technicians and ensuring the ceiling repair. We are sorry for any inconvenience caused by the scheduling delays and the need for you to paint the repaired ceiling yourself.
  Your feedback is invaluable, and we will use it to improve our processes and training to prevent similar issues in the future. If there is anything more we can do to rectify the situation or if you have any further concerns, please do not hesitate to contact us directly at ************.
  Thank you for giving us the opportunity to address your concerns and improve our services.

  Customer response

  07/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:  See the attached word document.  I was not able to explain all the reasons for rejecting Absolute Services response in the limited space available here.  

  
  **** ******

  

  Business response

  07/23/2024

  We have sent this to the correct department to handle the concern for you. Our HVAC Manager will be reaching out by telephone today by 1pm. If you have any other questions, or would like to be transferred, please give us a call at ************.

  Customer response

  07/27/2024

  
  Complaint: ********
  
  I am rejecting this response because: I never got a call from a manager.  I've only received one blocked call since last Thursday, that was a call from another company.  All other calls have been received.  Also had no voice messages left on my phone ***** ********.  My other phone ***** ******** has not received a call.  This is quite typical for Absolute Services.  They tell me they have tried to reach out to me, but I never receive a call.  Their Tech's and automated system indicating when a Tech is coming are received every time.  The Tech's can get hold of me.  To boot, I was supposed to be reimbursed for the paint, installation, and labor to paint my bedrooms walls, and ceiling, and to install the insulation in my attic.  To date I have not been reimbursed for the paint, insulation, and labor.  In my opinion, quite possibly the worst customer service I've ever received in my entire life.  Are all customers treated in this manner?
  
  Sincerely,
  
  **** ******

  Customer response

  07/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: I never got a call from a manager.  I've only received one blocked call since last Thursday, that was a call from another company.  All other calls have been received.  Also had no voice messages left on my phone ***** ********.  My other phone ***** ******** has not received a call.  This is quite typical for Absolute Services.  They tell me they have tried to reach out to me, but I never receive a call.  Their Tech's and automated system indicating when a Tech is coming are received every time.  The Tech's can get hold of me.  To boot, I was supposed to be reimbursed for the paint, installation, and labor to paint my bedrooms walls, and ceiling, and to install the insulation in my attic.  To date I have not been reimbursed for the paint, insulation, and labor.  In my opinion, quite possibly the worst customer service I've ever received in my entire life.  Are all customers treated in this manner?
  

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

  

  Business response

  07/29/2024

  ****,

  The refund of $277 was submitted on our end and it showing a pending status. Would you be able to check the bank the card is with and verify there's nothing holding the funds on their end?

  In our last response, we apologized for the damages of your ceiling and having to paint yourself, and that if you have any additional questions to reach out to us as ************. If you would like to speak to the Electrical Install Manager please don't hesitate to give us a call, as this is the quickest way to get in contact with us. If the Electrical Manager isn't available, ask for a return call from the General Manager or Director of Sales. We will 100% ensure that this is taken care of for you.

  Customer response

  08/06/2024

  
  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,
  
  **** ******

  There service is still terrible and I'll never recommend Absolute Services for any type of work to anybody.  Although I'm accepting their response I'm only doing so because any further action is fruitless.. 

• Initial Complaint

  04/30/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Did not install new metal duct work on unit.. Did not repair outside house siding, I got outside insulation to put in outside ductwork. Let workers use pipe wrench and drill for job. Clean up old insulation, had to remind to replace coupling on outside unit for outside propane line. Stayed to after 7:00 pm, they could not decide on how to install L1 and L2 wires on thermostat. Did not install all screws on outside ductwork. **** said he would call me first thing on this matter.

  

  Business response

  05/10/2024

  Thank you for bringing this to our attention, *****. We have attempted to reach out a few times. When you have time, please call us at ************ and ask for our HVAC Install Manager.

  Customer response

  06/18/2024

  
  Complaint: ********

  The customer states the company promised to send documentation to show the customer's warranty has been extended 4 years.  The customer asserts that he never received the documentation.  The customer requests that the company upload the 4 year extension of his warranty to the BBB complaint portal.

  
  

  

  Business response

  06/18/2024

  The document was sent on 5/22 @ 9:23am. If another copy is requested or needs to be mailed, please give our office a call at ************.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 3-19-24 I called for electrical work as they advertised on line . A man came and said the work would be $292.72 and ran my ** ******* card.Then I realized he was wrong on several counts, before he ever did anything. I told him to not do any work. He was here about 30 minutes. He said he had to still charge $176 for doing nothing. I agreed. He said I would get a credit on AR for $116.72 as soon as he got back that day.. After 6 calls, one left on hold, a Manager said a credit of $102 had been issued. This was over 2 weeks ago. No credit. When I called today, they were too busy to talk. I just want my credit even though the $176 charge was a ripoff, also.

  

  Business response

  04/22/2024

  Thank you for bringing this to our attention. This refund has already been processed and we are just waiting on your bank/card to accept the refund to put back on your card.

  Customer response

  04/22/2024

  
  I received $102 credit on my **** *******. Though this is a little short of what they promised I’m ready to call it even. Thanks.
  
   

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• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contracted Absolute Services to perform a tune up and inspection for 2 properties. On the initial property **** **** ***** **** also pre-paid for a unit cleaning and conditioning and duct cleaning to be performed. Tech completed the unit cleaning and conditioning on 3/18 for the initial property ****) and scheduled a duct cleaning on 4/3 for the same property. Then on the second property **** **** ***** **** the Tech shorted out the unit's thermostat which was working when he arrived and attempted to make me pay $300 for a $25 replacement thermostat. Told him to remove the thermostat that I would not pay that much. Called and spoke with **** on 3/19 to cancel the duct cleaning on the initial property and obtain a refund for the prepaid service. Told I was only being refunded $569.05 for the duct cleaning - that I was told was approximately $1000 when scheduling. **** stated that what was done on 3/18 totaled $1043.10, of which $498 cost was a capacitor. The tech left the box of the capacitor in the driveway and the cost online for this part is approximately $18. This company is price gouging on labor and parts, they refuse to give me an itemized invoice of parts and labor for the $1043.10 they won't refund, and now I have no heat and air unit in my primary residence *****. I am paying out of pocket to have a second company come out to replace the thermostat for $75 and go through both units to make certain everything was put back the way it should have been.

  

  Business response

  03/19/2024

  Regarding the issue with the thermostat replacement, I want to clarify that we offered to replace the thermostat at no cost to you in an effort to resolve the situation. However, there seems to have been a misunderstanding regarding the pricing, and I apologize for any confusion that may have arisen.
  
  In terms of the pricing and services provided, our standard procedure involves presenting customers with an estimate before commencing any work. It is our understanding that you signed the estimate, indicating your acceptance of the proposed services and associated costs. Additionally, I provided you with an explanation of our pricing, including the normal cost of individual parts and their inclusion in our overhaul package, which also comes with a lifetime parts and labor warranty.

  Customer response

  03/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: 1. The thermostat was not offered to be replaced free of cost. The person he called and had on speaker phone stated that it would be $300 to replace. 2. I asked for a detailed breakdown of cost of labor and parts. You have refused to provide that. I was told by the tech that the duct cleaning was $1000 and that estimate is what I was asked to sign on his cell phone that I could not read. You are price gouging on parts and labor. The HVAC Repair service that just left stated that your cost for what you did was in no way reflective of what you did and that the thermostat failure was due to your Tech removing the grounding screw from the circuit board panel - which he repaired free of charge in 5 minuites. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  02/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We were rescheduled twice once bc we couldn’t be home on the day of. The second time was on their behalf bc of illness/weather related issues.Just trying to get scheduled was a hassle. I was told someone would call to schedule since they were having issues with the e-sign so I could pay the deposit and schedule. No one ever called or if they did, they didn’t leave a voicemail. So I reached back out twice after not hearing anything. They said they sent me an email, which I was told twice someone would CALL so I wasn’t excepting that.The day they Rescheduled was on a day we both had to be at work so my fiancé had to take off that day. We did not want to reschedule bc we really needed the job done so there would be no further water damage to our home. 2/9 Day of the technician coming he mentions this is supposed to be a three person job but it’s just him. He said he really doesn’t want to be stuck here all day bc he needs to make it to his daughters birthday. He said the job should have cost us more like almost double. According to him the technician who came out to make the estimate and contract knew he was going to be fired so he was slashing prices on jobs. No idea if there’s any truth to that but even so it shouldn’t be at our expense. We were just told what we needed done and did what we needed to do on our behalf. After he said he was finished and about to leave we discover we now had a missing piece of pipe in our bedroom bathroom. We had no problems with that sink prior to this and used it literally everyday. We had him come in to ask him about it he said he didn’t know and he didn’t have time. Said we would just have to schedule to have him come back out and that he couldn’t give us an exact price but that it would be around $500+. He did not dispose of the old materials. He didn’t snake drains. It all seemed rushed. I get things happen but we’ve been trying to reach a supervisor and just keep getting the runaround it seems. Hoping it can all be resolved.

  

  Business response

  02/19/2024

  Thank you so much for brining this to our attention!! Our records on your account show that the Plumbing Service Manager will be giving you a call back tomorrow, 2/20/24, after 11am as requested. He will be sure to go over all of these details with you to ensure we provide the highest level of service. If you need anything before then, please don't hesitate to give us a call at 502-833-8444.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On october 5th a bathroom remodel was promised to be done in 2 days. The first employee worked for 4 hours and would leave for the day and because of this, he took 3 days. Upon "completion" i noticed that the shower ends were installed upside-down. I contacted absolute and they sent out a manager. Thr manager took pictures and promised they would "make it right" which has never been done to this date. Another plumber of theirs came and took the shower out and it is since not been replaced. Also on day 1, they started to create water lines and a drain in the basement for a sink and never finished that. I would like a refund due to the fact that agreed upon work was not completed. I asked for a copy of my contract and they never provided it to me. Also, i had another contractor come in **** *******) to give me a quote and was advised my drains were put in wrong for the sink and shower.

  

  Business response

  01/30/2024

  ***** Our records show that we installed a customer supplied shower surround on an existing shower, no drain work was performed. After we installed the surround, the glass company that you contracted let you know that the door that was supplied was not compatible with the surround. After speaking with you on Saturday our managers decided to provide you with the correct shower surround at no charge and it is currently on order. If you any additional follow ups or details, please give our office a call at ************

  

  Business response

  01/30/2024

  ***** Our records show that we installed a customer supplied shower surround on an existing shower, no drain work was performed. After we installed the surround, the glass company that you contracted let you know that the door that was supplied was not compatible with the surround. After speaking with you on Saturday our managers decided to provide you with the correct shower surround at no charge and it is currently on order. If you any additional follow ups or details, please give our office a call at ************

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased heating cooling system from this company Feb 24 2023 the heating has never worked they been out to my home 13 times and I still have no heat they informed me that they would not service my system anymore unless I pay them a fee of 350 I have a contract with them that they would service my system and I have a 10 year warranty they have blocked me from contacting them I just wanted them to fix my system

  

  Business response

  01/16/2024

  We installed a system on 2-21-23. Since 2-21-23 we have been out on the following dates...6/2, 11/2, 11/3, 11/13, 11/16, 11/22, 12/8, and 12/15. On 12/15 our Service Manager and a rep from the manufacturer made a site visit to the property. This was the second visit a rep from the manufacturer went out, the first visit was on 11/22. On 12/15, the manufacturer let the client know that the system is working as intended by install and design specs. We then decided with the manufacturer to go ahead and replace the entire system with a new one on 12/15. Manufacturer then tested and checked the install, and verified proper operation after install. The client still has a 10-year warranty through the manufacturer, that will be honored by any licensed HVAC installer. We have let the client know multiple times that the system is working as designed, and that we will no longer make any additional trips as each time that we've gone out, nothing has been wrong with the system. Our Service Manager has been out twice with the manufacturer, and once by himself.

  Customer response

  01/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****  they have been out here and each time the service technician would stay outside take out the propane sit in vechicle on his phone then come in house turn the system on 86 put a temperature measure the temperature take pictures and send back to company saying the system is working fine. DuraStar tech been out three times he found the installer had crossed the line we had a leak in right now Like I said Absolute has my number and all my contacts no heat all winter they said they would charge me 350 if they come back out They promised to send me 3000 to buy out my labor warranty and have anyone else work on my system but I made the deal with them I want to fix it or give my money back

  

  Business response

  02/04/2024

  A rep from the manufacturer has been out several times and has claimed/stated that the system is functioning as intended. We will not send a tech out under warranty, for an issue that is not related to the parts/labor warranty. If there were issues with any of the parts, we would be more than willing to cover the parts to rectify. However, there aren't any issues as documented several times with the system or the operation of the system. The 10 year parts warranty is registered to the client at the property address, any licensed company can pull the warranty information on the installed system.

  Customer response

  02/06/2024

  
  Complaint: ********
  
  I am rejecting this response because: My system is still not working, I have no heat.
  
  Sincerely,
  
  ***** *****

  

  Business response

  02/10/2024

  We would be more than happy to schedule a call for you. However, if our licensed technician determines the system is running as intended, inside on manufacturer specs, there will be a diagnostic/dispatch fee that will be applied. If this would suffice, please give us a call at ************ so that we are able to get you on the schedule.

  Customer response

  02/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: I fill that they well do the same as in the past by sending the tech out and they will say the system is working properly. I feel that I should not have to pay any fee to service a system that does not work if there is another quality professional outside there company is present I would agree
  
  Sincerely,
  
  ***** ***** 

  

  Business response

  02/15/2024

  A representative of the manufacturer has been out several times and stated the system is running within designed specs. To schedule an additional appointment with us, there will be a trip fee associated. Your system is under warranty at the address the equipment is located, you are more than welcome to contact any licensed HVAC company. A licensed company would be able to pull the manufacturer's warranty information associated with the equipment.

  Customer response

  02/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: I already got another Certified service representative from ********* ****** ********** he states that the system was never filled properly with freon and it need to be refilled and will cost me 400.00 to 500.00 to have filled Absolute Service is responsible for filling my system 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It started with plumbing issues on 9/20/23 the shower was clogging up and causing the toilet to go down so they had a tech come out and she ended up having to pull my toilet because she couldn’t get it unclogged so that was $500 something. It worked for about a week and I had to have them come back out 10/16/23 because it was clogging up again and they put in a new toilet $700. Did some further inspection under the house and realized I had tree roots in my pipes. Took about a week they came out and replaced the pipes, also helped a leak I had behind my shower, they failed the first inspection so had to redo it. They left the yard a mess with tree branches everywhere and didn’t put anything down or over the mud to help any grass grow. Called them back a couple of weeks later because when the shower is turned on it comes out brown first and they told me to wait a couple more weeks and call back if it continues because it may just be rust. 12/17 now and it is still coming out brown and is starting to leak in the shower where the wall and spout meet, have called to have a tech back out but they can’t come out for a week. My first payment for this $13,000 pipe job is supposed to be January 1st but I have had issues with this since August and they have yet to fix it. Can I at least get a discount for all of my inconveniences that I’ve had to deal with calling them every other week.

  

  Business response

  12/23/2023

  ******

  We apologize for the numerous appointments that it took in order to get things right! Sometimes plumbing can be tricky to deal with. That being said, we would be more than willing to work towards a resolution for the time that this took out of your busy schedule. Please give us a call at ************ and request a call from our Mgmt team. 

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They did not do the work we agred on.  Details in letter they installed a toilet relief valve which I did not need.  They did not rebuild as they state in complaint. 

  

  Business response

  12/23/2023

  Please see the attached emails as they explain in full with timestamps/dates of the interaction. Attached is also the invoice that was presented, approved, and the only performed work is what was approved by the client.

  We attempted to resolve the client's concern, but we were asked to charge what is son would charge. As explained in the email, our prices are flat-rate and we do not charge by the hour but rather by the job.

  Customer response

  12/25/2023

  
  Complaint: ********
  
  I am rejecting this response because:  Absolute Service  is not being truthful.  They did not do the work  that I asked them to do  and they did not inform me that they charge 4 times the national rate. Plus  ,the work they did do was leaking  which my son later discovered . my son had to redo their work     The next morning I phoned ***** and was told he was at a meeting. I left messages twice for him to call me so he could meet with me and my son to show him that his plumber did not do a goopd job .  ***** has informed me that he is on the board of BBB  . so I really don't expect a fair decision in this matter . I haave filed a Charge back with my Credit card company who is investigating the matter.  This company also charged me for a toilet valve and there wa nothing wrong with the toilet  . they charged me $256.00 for a toilet valve whivh cost 30 dollars and takes 15 minutes to install.   I did not call absolut services but was calling my regular plumber  but discovered later that Absolute had brought  ***** contracts. They did not tell me this .   I don't know what his plumber was doing in my topilet --there was nothing wrong with the toilet --they was just trying to pump up the bill   $756.00 for one and a half hours work that wasn't done right!!!
  
  Sincerely,
  
  ***** *****

  

  Business response

  12/27/2023

  Response and 3 call recording are attached

  Customer response

  12/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: Absolute Service is not telling the truth!! As I stated  Absolute Service was to install  the whole 4 foot water line . They would had to go in basement to install the new line . Instead they only cut out a section of the 4 foot line and attached a 1 foot  line  to a 60 year old line that had busted and held it together with a screw on clamp. The plumber tried to sell me a Maintenace plan for $39.00 a month, when i told him the whole thing was a rip off he became angry . I went in another room because i have a bad leg which was swollen.  that's when he told me i needed a toilet valve . I told him to just do his work  and leave because  you are ripping me off!! He was mad ,I was mad .  I could not read what I was signing on a small tablet  and I signed before they started the work and after.  I was in pain and mh heart rate was racing  and I felt intimated.  When I told him I didn't want to sign because  I couldn't see  he said they would  have to take their parts back out . I just wanted them out of my house!! When my son came over he went downstairs and said the  1 foot line they had installed was leaking. we cut off the water. I called Absolute  management to have him come out and see what his plumber had done . He was in a meeting and I was told he would call me back . He did not call until 4 o'clock   but my son had replaced the 4 foot line . i asked *****  to come out so he could talk to my son and my son could show him what was done . ***** called the next day two times  and wanted to come out  but my family told me not to meet with him alone  . I have the proof of the damage his plumber did here. Absolute says they do not charge by the hour!! But they was here one an half hours and charged $756.00  There was nothing wrong with the toilet . 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During our last heater service, which occurred on 10/19 (nearly 1 month ago), the person sent by Absolute damaged our floors and walls. He said he would include the comment in his report. In any case , I took pictures and immediately notified Absolute. The only pertinent response was on 10/31 asking if I had that paint still. I responded that I unfortunately did not but that it can be matched at a home store. I asked about the floors. It's been nearly 1 month, and all I get from the person who responds is "I have reached oput to my manager / dispatcher, they will contact you shortly". It's been 1 month... I reach out every week, Last time was yesterday at 9:12am and she responded at 10:31am "will reach out within the next few hours". I have been lead on like this for nearly 1 month. How much longer before they offer something: repair, compensation,...?

  

  Business response

  11/30/2023

  Hello ******,

  We truly do apologize about the delay in communication. We have had a change in structure with new mgmt and the issue has slipped through the cracks. This is 100% on us! We have attempted to reach out and left a voicemail. Please give us a call back at your earliest convenience so we can ensure this matter is resolved.

*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. ↩