Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On June 26, 2024 I filed a claim with my home warranty company (American Home Shield) regarding my AC unit for my home not working. AHS provided me with service thru NPC ******************************************** who visited my home to determine the issue. The representative who came out did a quick review of my system and stated I needed a new AC and was not interested in repairing it. He then proceeded to take 15 minutes of my time to discuss financing options and discourage my warranty coverage. Once AHS received the report they denied the request for a new AC unit the rep submitted after the rep stated my unit failed due to my furnace being dirty. I requested a second opinion from AHS. The second company determined my fan motor was broken on the unit and simply needed to be replaced. However, *** denied this claim based on the data provided from the first company. When they reached out to the first company the rep simply stated "what I noted is what I noted" and would not elaborate on his report. At this point, I have been without a working AC for my home for a month and my warranty will not cover it due to NPM Heating and Cooling attempting to force them into covering a new unit that was not needed. I would like my AC unit fixed, however I am unable to get any assistance from my warranty company or original company. I will be filing a complaint against the home warranty also.
Business response
08/05/2024
Thank you for bringing this matter to our attention. We appreciate the BBB's diligence in addressing ***************************** concerns regarding his HVAC system. As a company committed to transparency and quality service, we take all customer feedback seriously.
Regarding the debris inside ************** furnace, our assessment revealed that replacement is the most prudent course of action. We understand that this can be an unexpected expense, especially when covered by a home warranty. However, our priority is to ensure the safety, efficiency, and longevity of our customers systems.
We have promptly reported our findings to American Home Shield (AHS) and provided them with a detailed report. It is our hope that AHS will work closely with ************ to address this matter appropriately. We encourage ************ to reach out to AHS directly to discuss the next steps and explore available options.
If there are any further questions or if ************ requires additional information, please feel free to refer him to our customer service team. We are committed to assisting him throughout this process.
Thank you for your understanding, and we remain dedicated to providing exceptional service to all our customers.
Sincerely,
******, Owner of No Problem Heating and Cooling
P.S. We appreciate your patience as we navigate this situation. If theres anything else we can assist with, dont hesitate to reach out!
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.