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:11/22/2024

  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 had purchased a certificate for a tuneup spring and fall from Shirleys heating and air through the Shopping Show. It cost $100. They came in the spring and said I needed a Part, I believe it was a capacitor, for my air conditioner. It cost $180. They came again today and said I needed a capacitor for the blower on my furnace now. That it was down 5% and it would be better to replace it now than wait until its very cold and the Furnace doesnt work. The guy had the furnace open and the part out and showing it to me. He went out to the truck, brought in a new one and plugged it in. There was no extra labor involved except for walking out to the truck and getting the new part. I was charged $180. When I questioned the charge, the service man said that it was for the labor and the part. I did not know what else to do. I have since talked to another person, recently retired, who has been in the field for many decades and they said that part cost Less than $50. I feel like Shirleys has ripped me off because they use this certificate of coming in to give a tuneup, but then theyre charging me for the labor. My friend says I probably really didnt need to change that capacitor because it was only down 5% and they can run down a whole lot longer. I told the serviceman when he was here that I didnt feel like that price was fair. Soon after he left someone from Shirleys called me to try to explain the price and he just kept saying the whole thing over and over about operating cost and labor and stuff, and I explained that since the serviceman already had the furnace open, already had taken out the old part all he had to do was plug the new part back in. There was no extra labor involved, except for walking out to the truck to get the new piece. When I mentioned contacting the Better Business Bureau, the person who called me said my contract would be nulled and my warranty for the part would be void if I did that.

  Business Response

  Date: 12/10/2024

  Ms. ********* purchased a maintenance agreement from ********** shopping show which came with a 1 year maintenance service (2 visits included= 1 Spring & 1 fall visit), when we went to her home a part needed replacement, she was given 20% off, that she approved and paid for, a was happy at that time. She has 1 more visit and if she called and wanted that service completed when it is time, I would be happy to send a technician out to do so It wasn't until a male friend of hers arrived after she had already paid, did not agree with me charging for labor costs and wanted to go by the part that was already installed to avoid the labor cost that she changed her mind, which I would not do, in addition that would have voided her warranty with her maintenance agreement through my business. No refund or billing adjustment will be made.

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This company came out to replace the disconnect on our AC unit as we had another company out that down stepped our AC units electric to run their power tools. The owner of ********* informed us that this could have possibly caused the issue with our disconnect and stated while our unit was old this very well could have caused damage to our compressor. Even stating it on our receipt in writing. He recommended calling our insurance company as we should not be footing the bill for damages that seemed to be caused by someone else. Fast forward to reaching out to the insurance company as recommended by *********. He completely changes his story (I now have quotes provided from the insurance company on what he told them) and he informs me he's friends with the owner of the other company and dated his niece. Multiple calls have been made, voicemails left to his personal phone, messages left with his office. NO RETURNED CALL.1. This company stated they would send a $50 referral gift card to who referred me to them. Fast forward months - no gift card sent. 2. Changing your story to an insurance company after they are the ones that advised me to call them is fraudulent.3. I have a copy of the warranty that went with the work he did. If he is not going to answer any of my calls or voicemails then he's not standing behind his work.

  Business Response

  Date: 04/06/2023

  Dear Sir or Madam:
  We have been in contact with the customer.  The misunderstanding was due to the insurance company quoting me incorrectly.  Yesterday, the customer and I  had a 3 way conversation with the insurance company and received clarification on what they were supposedly quoting me to say.  At this time, the issue is resolved.  
  
  Sincerely,
  ******************************, Owner
  Shirleys Heating and Air
  ********************************************************************************************
  ************
  
  

  Customer Answer

  Date: 04/08/2023

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