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:04/06/2023

  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.

  Iceberg came to our property last year to work on our AC unit. After completing the work the tech advised we purchase a maintenance plan to cover all maintenance visits and needed cleanings. We were also told we need to replace our AC because it uses a type of Frion you can no longer get. As soon as there is a leak it is 100% impossible to fix. They came out this week 4/4 for the maintenance visit. The first thing I'm told is our blower is horribly dirty and needs chemically cleaned and it'll cost $300. How are we being charged for cleaning when that was the sales point of the contract? We are now informed only CERTAIN parts are covered. He said it would be $300 and advised it really needed done. We felt uncomfortable as this was shady so had ****** ******* come out today 4/6. They apologized for everything and said we were absolutely taken advantage of. Our AC unit is an older unit but it's not true at all that it can't be fixed after a leak. There are many alternative options and they frankly aren't sure why anyone would ever be told that. They took our blower out and showed it to us saying it barely needs dusted let alone chemically cleaned. I called Iceberg as I wanted a refund on my maintenance contract and visit. The manager kept talking circles until I threatened to post a review. At that time he says, "Well we aren't here to stay in business by cleaning blowers so I can authorize a discount." I own a $20,000,000 sales organization myself and would never pull these shady tactics on customers. 1. We were LIED to about our AC unit. We were also told there was no way to find this exact model as the serial number was worn off. ****** ******* found it and showed us all the info. 2. We were LIED to about the contract from the original rep. 3. We were told something NEEDED cleaning badly that was barely dirty. This was an AWFUL experience and I don't want other people having anything similar happen.

  

  Business Response

  Date: 04/14/2023

  Hello, after reviewing this call there was no charge to refund.  The visit in question from on 4/4 was a free clean and check. Client signed up for a maintenance agreement on a repair call from back in last July. Im not sure where the leak in his system was from because in our technicians notes it clearly states that there is not a leak in his system therefore would not need anything fixed there.  The blower wheel cleaning is an optional cleaning to get done from our maintenance visits that should not need to be done on a yearly basis when filters are kept up on.  **** was offered a discount to try and help, he did not like that offer and said that if we did not do it for free he would make us pay one way or another and will make it his mission to bash us online with bad reviews and contact the BBB on us.

• Initial Complaint

  Date:02/21/2023

  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 paid for a 39 dollar seasonal furance maintenance. The tech they sent cleaned my furance, did a safety check for CO leaks and Natural Gas as well as checked the safey systems of my furance. During the inspection he used a camera to look at my furance's heat exchanger. He then told me the welds on the heat exchanger were starting to split and that it was a major safety hazard! He told me I wouldn't have this system running in my home! He told me he by law had to put a safety flag on my system and turn it off! There are conditions where they are legally obligated to do this, this is not one of them. My furance was not split, and it was not leaking carbon monoxide or natural gas. I replaced my furace because of this advice, but I went with another company because icebergs pricing was so radically high. This company is lying during paid inspections, in an effort to sell products. Using their actual legal obligation against clients

  

  Business Response

  Date: 03/23/2023

  This customer spent 39.00 with Iceberg to find out his furnace had a catastrophic failure in the heat exchanger. According to his complaint he is upset because another company charges less for furnaces than Iceberg does. He goes on to state that he purchased a furnace from "another company". So he spent 39.00 and was informed he had a "cracked heat exchanger" and replaced it with another company. We consider this matter not only ridiculous but also resolved.

  Customer Answer

  Date: 03/30/2023

  
  Complaint: ********
  
  I am rejecting this response because: Simply put, what Iceburg is saying is a lie. My heat exchanger was not cracked, or splitting in any way. I have the pictures to prove it. ******** heating and cooling can confirm it was intact. They investigated it when it was removed!

  During the inspection if my heat exchanger was catastrophically cracked it would have tripped the CO monitor which it didn't. So did Iceburg do a bad job inspecting my furance? No they were simply lying. 

  I've attached photos of my heat exchanger outside of my house during the install, and it has no cracks or splits.

  Iceburg Heating and Cooling repeatedly uses this tactic to scare people into buying a furance. The problem is they have a legal obligation to condemn furances that are unsafe. They falsely used that legal power in an effort to scare me. The City of Monroe inspector knew this was a complaint about them, but doesn't have the power to do something.

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