Complaints

• Initial Complaint

  10/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******* and thermostat purchased 5/2022, to include 3 annual maintenance and inspection visits. No visits received. I was NEVER TOLD TO CALL FOR THE VISIT. Problem with thermostat and furnace, technician out 10/16/24. Technician determined batteries needed in the thermostat. Was NEVER GIVEN ANY VERBAL OR WRITTEN INSTRUCTIONS REGARDING THERMOSTAT. There is a hole in wall in the back of thermostat that was NEVER fixed by Randazzo. Current visit technician failed to fix space in furnace for furnace filter to fit properly , as requested. The blower makes loud noise when it comes on. I expect to receive the three annual inspection and maintenance visits as included in my bill. I expect to NOT be charged for the current visit and putting the batteries in the thermostat . I was given no instructions that there were batteries in the thermostat or to change them. I gave the technician the batteries to put in the thermostat. He still failed to show me how to take it apart, where the batteries are located, etc. He however attempted to charge for the visit. I refused to sign the computer. I expect Randazzo to complete the included visits and the work that needs to be done that would have been noted had they made the included visits and inspections as they should have and was included, with NO ADDITIONAL CHARGES !! A good company wouldn't cheat anyone, especially a SENIOR CITIZEN ! This stress is having a negative effect on my health.

  

  Business response

  10/21/2024

  I called and spoke with the customer to review the concerns:All of the points will be addressed on site with a field supervisor and at no charge. Customer also had complaints about her comfortguard expiring and not being able to use them. I extended theirs visits to ensure the equipment was properly maintenance. She agreed with our action plan and was satisfied at the time of the phone call. Customer was also given a direct line point of contact to resolve their this matter may there be future questions. We value this customer's relationship and looking forward to resolving all matters at the time of our site visit which was schedule for a future date. 

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased TWO Lenox furnaces at the recommendation of Randazzo heating and cooling, they said they last forever and are easy to repair, they are only about 6 years old. One furnace stopped working, I made an online appointment, it was a Saturday so we figured we wouldn't get a call until Monday. It was cold in the house, but I know people are busy. Monday came and went, a week came and went and no call, so I ordered a part and replaced a simple part, that wasn't the problem, so, I tried again to make an appointment. This time, a nice service person came out, he was very professional and this complaint does not have any reflection on him. His supervisor however... had words to say about me, not realizing I was standing in the room and he was on speaker phone with his technician because the technician couldn't figure out the problem. SO so very unprofessional!! and rude. A few hours later he decided it needed a new heat exchanger. I spoke with a supervisor on the phone after he left and he assured me it would take no more than seven days. Seven days of a cold house in freezing ******** I wonder if that would be acceptable in his house. This was a week ago THURSDAY, today is Saturday, we have NOT HEARD ONE WORD from anyone at Randazzos, no one cares that it's cold in our house, no one has called to say, oh we checked on your part and here's when it will be here. NO ONE !! They are charging us $1500 for a part installation for a 6 year old furnace that is still under warranty. They offered us 10 percent off. Basically they have ** held hostage, he cut pieces on our furnace, and we have no heat in our home because the part is on "backorder". I asked them to put a new furnace in since they couldn't get the part and it is very cold in our house, the supervisor said no. We are so very disappointed in this company, we have NEVER ever written a BBB complaint, but at this point we don't even know what else to do. Living in ******** with no heat.... what a great Easter.

  

  Business response

  04/09/2024

  Randazzo has resolved the customer's concern. 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/17/2024 Randazzo came out to my home to repair my furnace. My Furnace had a warranty on it as it is currently only making it to 5 years old. Air Master was the original company but Randazzo bought the company, therefore they came to repair my furnace. They advised that my parts was under warranty but they charged me for the labor in which they was at my home less than an hour and then they charged me $305 for the part. They then said the part would be covered but they then took the $305 and added it to labor in which that should not have been because I had a warranty. They gave me push back when I complained as I needed my furnace fixed as I was already without head for three day.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a combo Lenox furnace and air conditioner from this company, and they installed the equipment. Purchase and instillation were Oct. 2021. We have had at least 6-7 service calls on the air conditioner and one on the furnace. The Lenox air conditioner is obviously a lemon. My husband and I have respiratory issues and need access to our air conditioner at any given time. Currently the air conditioner is STILL not usable, and the company is refusing to replace it, in spite of the 6-7 repairs. We have been accused by a service man of tampering with the equipment, this will be a harassment complaint. We are currently being told that they cannot come out to repair the air conditioner until March or April when the weather breaks. This is not acceptable, and we are requesting a new replacement for the air conditioner.

  

  Business response

  11/08/2023

  Randazzo was able to meet the customers expectations of moving their appointment up to 11/4, and replace the evaporator coil under full warranty.  Randazzo is returning on 11/9 to complete a small item that stemmed from replacing the coil and is scheduled for an a/c startup on 4/15/2024 to ensure the customer's ********************** is working as the manufacturer designed.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/16/22, Randazzo came out to Maintenace my furnance. The technician stated that the furnace motor was leaking. He stated that the motor would need to be replaced. The parts were still under warranty. I had another company come out to inspect the furnace on 6/23/23. I contacted Randazzo and requested the part that is under warranty. Randazzo stated that they could not honor the warranty and give me the part unless they, (Randazzo) installed it. I asked them why they could not honor the warranty and release the part to me.

  

  Business response

  07/26/2023

  Like all OEMs, parts can only be warrantied through an approved registered dealer of that OEM.  Example: You cannot take your **** to a ***** dealer and expect **** to give you the parts to have ***** do the work, a **** dealer must do the work for the warranty to apply.  These policies are put in place by all OEM's to mitigate issues that can be caused by non-approved OEM technicians performing the service.  The client can choose any approved registered dealer of his/her OEM product to fulfill the warranty obligation provided by manufacture at the original time of purchase, 3/17/2017 through 4/10/2027.

• Initial Complaint

  07/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This began approximately one week ago today, July 1 2023. Randazzo HVAC install. Experienced a water leak within one week after install. They sent out a man who looked at the problem and said it was condensation from insufficient insulation on the line set. Wrapped the line and left. It was not condensation as it rained a few days later and again we experienced severe leaking. This time the leak was much larger. This is the second time We have called Randazzo about this situation. The leak is getting getting worse but we were told we were not a priority. I have no idea as to what , if anything they intend to do about it as we have not been contacted with a date and a time for repair. With the amount of water we have cleaned up there is most likely damage to the attic / ceiling as well.

  

  Business response

  07/05/2023

  We apologize for your experience to date. Randazzo will reach out today, 7/5 to arrange an immediate time and date to finish the job. We are sorry for the inconvenience, we will work swiftly for a full resolution.

• Initial Complaint

  06/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a new Lennox ac from randazzo in Feb 2017. Parts still under warranty and over the last few years a/c will blow warm air on and off. Randazzo service tech been out and couldnt find problem. Had another company come out and put 3lbs of refrigerant in and said there was a leak somewhere and to have randazzo come out since it should still be under warranty. Ac unit that new should not be 3lbs low. Air blows cold then will blow warm and then cold again. Called randazzo about this again and they sent tech who when he came out said they unit was doing what its supposed to. I said wait an hour or so and it would blow warm air but obviously he want gonna wait. Charge me for doing absolutely nothing and was on his way. Now its been a week later and ac still blowing warm air again and randazzo just wants to send another tech to find nothing and charge me again for coming out. There was a class action lawsuit on Lennox coils leaking but randazzo wont Acknowledge this and when I call them I can only get people who cant help me and they will give a number to call to another person who cant help me. Im going in circles at this point and dont know what else to do. They dont stand by their product and just keep taking money for every time they send someone out which is often since they never fix it. No tech can find the leak but it has to be somewhere in order to lose 3lbs of refrigerant. They need to make this right since a new ac is not cheap

  

  Business response

  06/20/2022

  On 6/6/2022 our service manager left a message to speak with the customer, no return call was received back to date. On Saturday June 4th 2022, we scheduled a service tech to address the issue, at which time the customer wanted to cancel at the door but our service tech assured him there would be no cost to have another look. What we did find was his numbers were deceiving on the first trip, although pressures and temps were good, his filter was blocked with drywall dust which was tough to see until our service technician dug in further. The intermittent nature of what he's describing makes troubleshooting this a little odd. 

   

  I believe the customer filed this complaint before our technician took care of the problem, at no charge, on Saturday 6/4/2022.  We have followed up with the customer since then, we have not received a call back.  The customer's system is working properly with no additional cost incurred.

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a furnace, air conditioner, hot water tank. On 05/15/22 I turned my air conditioner on for the 1st time and set it for 65 at 10am and left home upon my return at 5pm my home was not cool. I called Randazzo and they sent out a repair person and he stated it was low on FREON from the warehouse, so he filled it up and said it might be my vents. I said no b/c I received heat all winter long with no problem. I set the temperature again at 65 and left home at 1:15pm and returned at 10:30pm and my home was not cool on 05/21/22.

  

  Business response

  05/31/2022

  Upon inspection it was found the customer had a picture covering the main return air vent, having the vent covered did not allow the proper air flow back to the system.   ************** moved the picture with the customers permission to uncover this return. Explained to the customer that it is important to keep all return and supply vents uncovered so the air can circulate properly. After settling the issue of the covered vents, the home began to cool effectively and the customer was satisfied on site. She was instructed to feel free to call us if she has anything further.  

*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. ↩