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:09/11/2023

  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.

  The Service Technician was evasive about providing an invoice at the time of service. I had to be persistent and track down after the fact. When I finally received it, the invoice detailed $56 in parts and $495 in labor for 4 and 1/2 hours of work. On Saturday 7/1/2023, the technician arrived on our property at 5:08 p.m. and departed at 5:51 p.m. On Thursday 7/6/2023, the technician arrived on our property at 7:58 a.m. and departed at 9:12 a.m. for a total of 1 hour and 57 minutes on the property. When I called the office and asked, I was told that the 2 1/2 hour discrepancy was due to "drive time" and time calling in a warranty. Two days after service on Saturday 7/8/2023 our air conditioning unit quit working entirely. I called a competitor and their analysis revealed that our blower motor was completely burned out. There are 2 possibilities. Either: 1) the Upland technician did not notice the real problem and just charged us $495 in inflated and unverifiable labor charges that did nothing to diagnose or repair our unit, or 2) the actions of the Upland technician directly caused the blower motor (a $1,951.04 repair) to burn out and need replaced. Neither is a flattering or professional characterization of work or integrity. I do not wish to see any other families scammed into paying for inflated labor hours and exaggerated and unverifiable "drive time", or worse, deliberate sabotage of expensive components in order to sell new units.

  Business Response

  Date: 11/02/2023

  "Upland Servicing had to pull new thermostat wire from the indoor unit to the outdoor condenser due to low-voltage shorting and this was causing the unit to short cycle. Once this was repaired, it was revealed that the control board on the indoor unit was burnt up, and this was likely due to the shorting that was happening. We replaced the control board and there were no other issues present at that time. There were no issues with the blower motor at that time. If the blower motor failed later, it’s likely that short cycling caused the failure or it’s possible that it was simply timing and the age of the unit. Upland Servicing will recommend replacement due to the overall age of the unit, if multiple parts are bad, or if the refrigerant is obsolete. We do not have a record of quoting a unit replacement for Mr. ******. Short cycling of a unit for an unknown period causes extreme wear and tear on compressors, fan motors, blower motors, etc. As far as the time charged, we charge the customer from the time we start the call (i.e. driving to the customer location), driving to gather parts, and any time spent checking the warranty for the customer. The time applied to this ticket was time spent working on the customer’s issue. We will not be issuing any type of refund to this customer. We also would not purposely sabotage equipment to make a quick buck. This would be completely unethical, and this is not the way we conduct our business. " 

  Thanks, and have a good one!