ComplaintsforEanes Heating & Air Conditioning, LLC

• Initial Complaint

  08/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had an issue with my thermostat not connecting to the smart hub. Technician from Eanes was dispatched to my house. After diagnosing fairly quickly, the technician deemed the thermostat was bad and tried to getting me to sign for a $1,500 thermostat install without hesitation. An install he wasn't familiar with and would need to watch someone else install it. He didn't give me a choice or other recommendations until I started asking questions. He was very rude with his responses. Prior to leaving, He told his boss over the phone that he needed more training on how to up sell. It was a very unpleasant experience for me. I got a 2nd company to come out the next day and they fixed my issue in under 30 minutes by cleaning the drain pipe for less than $350. I reached out to Eanes and gave them feedback about my experience and that I want the $89.99 diagnosing fee waived. They advised the manager will reach out to me. So far nothing.

  

  Business response

  08/23/2024

  Thank you for the opportunity to address this complaint. Our Operations Manager has contacted ****************** regarding the service performed at his residence on August 9, 2024. Following a thorough investigation, we extended our apologies for the inconvenience and offered reimbursement for the service visit, in addition to compensation for his time and frustration. ****************** has expressed his satisfaction with the resolution.

  Customer response

  08/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last fall, we contracted in heating and air to install a new HVAC unit and propane furnace in our home. The cell ****** went through our entire contract contract and then My Wife and I both read the contract and what was included multiple times from multiple companies before making our decision. Other than a few hiccups during the installation process that they resolved, we were happy with the contract and what we had received. As part of the contract, we received a maintenance plan that had the company come out and inspect our unit this spring as well as our unit for our lower level. During this visit, My Wife was home alone And the technician told her that our old unit needed multiple parts replaced in order to work correctly and told her it would be $1000 for the repairs. He also told her that our new unit which they installed required a surge protector to be on both the outdoor unit and the indoor unit or warranty would be voided which would cost $600. My Wife called and told me asked the technician why the parts for the old unit were so expensive as I knew that the parts he had installed totaled less than $200 and why was he charging $800 for labor that took him 15 minutes to replace? I also asked him why if the search protectors were required for our warranty were they not installed during the original install and that to me that showed negligence on the installation team and that I do not feel like we shouldve been required to pay. I have since reached out to the company three separate times, asking for someone to call me back and tell me whether either one the technician was wrong and the surge protectors were not required. Then we should have been refunded the amount paid or to admitting that the installation team was negligent. I have since found out that the protectors are not required yet the company has not reached out to me, even though I have been promised multiple times that a manager and installation manager would be reaching back out to me.

  Customer response

  05/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The date of service for this complaint is 4/22/2024.We had agreed on the installation of a Lennox ML17XC1 and ML180V furnace complete system with parts and labor warranty. The system that was installed does not match the description of the system that was quoted. Instead of the Lennox, and Rheem system was installed. No paperwork has been given to me reflecting this change nor any indication of warranties that are included or promised with the installation. The business committed to providing me this along with 10 year parts and a labor warranty to accompany it. However, all of my attempts to receive any confirmation of this have been ignored. I have reached out to **** (whom initially was who I was working with), his manager, and their general customer service. They have refused to give me any paperwork for unit they installed vs what they promised to install, no warranty paperwork that was promised for the parts and no confirmation that they have registered it, and no warranty paperwork for the labor warranty that was promised. The customer service with this company is atrocious, and after getting my payment everything that they promised they would do has not been fulfilled. They have made no attempts to rectify the situation and have completely ignored my contact attempts.

  

  Business response

  05/10/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to ************** to discuss his concerns with the paperwork received from the installation of the Gas Furnace and AC Eanes installed on 4/22/2024. After further investigation we found that the change in equipment was approved on the day of installation although the invoice did not reflect the change order. Our sales manager delivered all necessary paperwork reflecting the registration and our Customer Relations Manager emailed all warranty information on 5/10/2024. Due to the time this has taken and as a good faith effort Eanes offered two years of maintenance on the Gas Furnace and AC at no charge. ************** is satisfied with this resolution.

  
  

  Customer response

  05/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  11/24/2023 ***** came out to look at existing HVAC unit. 12/2/23 Salesman sold me two units for $18,990 and advised I would get $4,000 in rebates ($2K per unit). Work was unsatisfactorily done 12/18/2023...Unit didn't work properly from 12/18-12/26/2023. Never received invoice, rebate info nor description of work from 12/2/2023 until 1/23/24. 1/23/24 I filled out rebate paperwork and called City of High Point to confirm that I would be receiving $2K per unit..and was told that the rebates were only for $500 PER Unit not $2K per unit! False advertising and promotions...workman broke my door handle and chipped off pieces of my attic panel. ***** techs improperly installed one of the 2 units causing me to sit in a cold house for a week and through Christmas weekend. Totally dissatisfied and would like to know where is the $3K in rebates that was sold to me by Josh ******?

  

  Business response

  02/06/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to Ms. ******* to discuss her concerns regarding the installation of her (2) Heat Pumps from Eanes installed on 12/16/2023. Ms. ******* stated she was told she would be receiving $2000.00 in rebates per Heat Pump. After further investigation we found that the rebate stated “up to $2,000.00 per unit”. The units Ms. ******* had installed qualified for $1000.00 as was confirmed by the city of High Point. After explaining the rebate qualifications, we have offered Ms. ******* (2) years of maintenance due to any possible confusion. She is satisfied with this resolution. 

  Customer response

  02/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Horizon services (formerly First Class HVAC), sold me 2 new hvac units in 2017. The units were provided with a 10 year parts and labor warranty. On 4/26/23, one of the units had a error on the t-stat and was not working. Called and got a service call for 4/27. Tech came out, diagnosed inverter board as being bad. He said he was going to order both boards, though, since it was under warranty. On 5/4 a different tech returned with the parts. He re-did the diagnosing, and said all 3 major components were bad: inverter board, control board and compressor, and that his bosses said I must have had a lightning strike or power surge, and that would not be covered under labor warranty. I disputed, because there was no storm when unit went out and no other indication of power surge. No components on the unit had visual burnt areas nor smells of burning. And I do not read the contract as the labor warranty can be denied. Tech said he would call back the next day with options. On 5/5, tech called and said I had 3 options: replace parts on existing unit at cost of $6295, replace with new outdoor unit at $10k, or file a homeowners insurance claim. Of course I said no to the last 2, and question how in the world they came up with $6295 in labor. He had office manager, Laura, call me. I argued with her regarding the warranty coverage. She said sentence 5 in the contract says "strikes", meaning lightning or power surge. I totally disagreed with this, and told her that meant labor strikes, and that sentence 5 was before/during the installation process. She told me they would probably have to "eat' the parts cost because Carrier would not cover if lightning or surge. I told her I wanted the official diagnosis from Carrier. Another tidbit, they no longer sell Carrier. Laura did drop the price to $5194. I signed the estimate under protest because I needed to get it fixed, as hot weather was coming .I told Laura I was planning to pursue further action. No response from them on failure.

  

  Business response

  08/01/2023

  Thank you for bringing this to our attention, this situation was escalated to our executive managment team who reviewed the file and determined that althought a lightening strikes and power surges would not be covered under warranty. We are unable to confirm that this was the case in making the system inoperable. Due to this we will be refunding Mr. ****** for this repair, and his 10 year Parts and Labor warranty with First Class/Horizon with remain intact."

  Customer response

  08/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. I truly appreciate the quick turn around time initiated by BBB, and the fast response from the business. This is undoubtedly something I could not have achieve on my own. The BBB is a true asset to the consumer. Thank you.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 04/06/2023 we had ***** replace and install a new heating and air system, within 4 days our system that we paid $16,562.00 for a system that has now stopped working 2 times since put in a week ago! And terrible customer service and supervisor call back as they say we will send them the message and never call back, or customer service hangs up on you. Absolutely ridiculous to pay this type of money for a system that doesn't work more than a few days. A complete rip off, lots of promises and 100% guarantee and no breakdown guarantee statement on website, I will never recommend this company ever!

  

  Business response

  04/25/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to Ms. ***** about this matter. We apologize for the issues with the equipment and lack of response. We have addressed this matter internally to ensure superior customer service in the future. We scheduled for a field supervisor to go out to April 17, 2023 to complete a full evaluation of the installation and address any outstanding issues. Everything was addressed during this visit and we also followed up after Ms. *****'s inspection scheduled on April 21,2023. The inspection passed and we provided an amount for compensation as a courtesy due to her experience. Ms. ***** is satisfied with our response at this time. 

   

  Customer response

  04/28/2023

   I am rejecting this response because: I have left messages for "Brianna" who is suppose to be our customer service relations manager? And getting in contact or a call back is like pulling teeth!  As I have been hung up and had many calls just dropped.

  We have not received any compensation payment from company as stated we would 5 days ago, and company is located less than 15 minutes from us.  We have been told a lot of things and are not satisfied until we receive compensation we were promised, and still have not gotten along with our rebates.

  Mrs.*****
  
  

  
  

  Customer response

  05/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

   

  Good evening,
  We wish to close our complaint as we finally received compensation from the company after many calls.
  Thank you.
  Mrs.*****

   

   

• Initial Complaint

  11/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Called to cancel a service appointment three times. On hold excess of thirty minutes each time. Had to be transferred each time from customer service to dispatch.

  

  Business response

  11/21/2022

  Eanes Prides itself in striving to provide the best service possible. This includes from call in all the way down to dispatch.  I will say that hold times are increased during the first cold snap or two by double and triple the call volume. Eanes tracks all of its incoming and outgoing calls as well as being recorded.  We spend time and money in this area to track various that are associated with this exact complaint. Because they are recorded as well as timed they will be listed next. We do understand that sometimes being on hold can seem like forever in 5 minutes or even less. Eanes understands this but we do want to correct the "30 minutes on  statement 3 times in a row"  Eanes Last visit to this home was 11/17/22 and the last time we were at this home in which anything at all was paid for was August 26th 2009 per our computer system, however that also customer requested a full refund prior to any service. 

• Initial Complaint

  10/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 9AUG22 I reached out to Eanes in regards to my HVAC system being inoperable. A service tech was dispatched that day to assess the system, and stated that my unit was essentially “too old to repair” and that the only course of action would be a total system replacement. Hearing this, and not being mechanically inclined, I did what I thought was best for my wife and 3 small children and scheduled for a sales representative to visit the following day. In the interim, I browsed Eanes’s website and found promotional marketing material claiming “Next Day Installation or it’s FREE!” Of course there were disclaimers and disclosures, but I decided to ask my sales rep about it anyways after being told that my installation would take place in 5-6 days, despite requesting that he search only for solutions they had in stock for the quickest turnaround. He said “oh that’s just marketing stuff to get people’s attention, you’ve got to read the fine print on those things.” So I did. I read the fine print and none of the disclosures applied to my situation. And upon discovering this, I reached out to Eanes to honor their advertisement since I really wasn’t prepared for a surprise $12,000 expense (supposedly that was the cheapest unit available). The sales manager informed me that their standard practice is to schedule appointments 5-6 days out and that the “next day installation” was only available to “in stock” units, which a vast majority of their offerings are not. However, mine was. Hearing this, he stated that they needed to order a replacement part because they realized after the sale that it was damaged in shipping. The fact that Eanes didn’t inspect their inventory before selling it isn’t my problem and shows what kind of company they are. The fact is, Eanes publishes ads claiming one thing and then will find any excuse to not honor it, even when you meet all the criteria to qualify. It’s taken over 2 months to hear back with no resolution despite calling relentlessly.

  Customer response

  11/08/2022

  I have not heard from the business in response to my complaint.

  
  I spoke to the customer service manager before submitting my complaint to BBB and was assured that I would have a prompt response after she consulted with her supervisor. That was over 2 weeks ago and I’ve yet to hear anything back. 
  

  

  Business response

  12/07/2022

  We have received Mr. ****'s complaint and have been working with him on coming to a resolution. The matter has been escalated to our executive managment team for further review.

  Customer response

  12/12/2022

   I am rejecting this response because:
  
  I have been in on and off contact with various representatives from Eanes as indicated by their response. However, we have yet to come to an agreement and thus far all offers for resolution presented by Eanes have been inadequate. 

  

  Business response

  12/20/2022

  We want to thank Mr. **** on his patience in the matter and are continuing to come to an amicable resolution.

  Customer response

  12/20/2022

   I am rejecting this response because:
  
  It’s been several weeks since hearing from an Eanes representative and, thus far, all offers for resolution granted by Eanes have been unfair and unchanged. I remain hopeful that an agreement can be made in the near future wherein Eanes honors the marketing campaign they published and reimburse the costs incurred during this time. 

  

  Business response

  01/04/2023

  We appreciate the opportunity to resolve Mr. ****'s concerns, we have come to an agreement with regards to a resolution and have send over a release for him to review and sign. Once we receive this signed release we will be issueing Mr. **** a refund for the work complete.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had our entire downstairs system replaced Dec 2021. Eanes never finished the job after months of us reaching out. We had to have our upstairs system replaced in August 2022, so we thought if we could get Eanes on site again, they might finish the first job, too. Our "one day installation" on 8/4/2022 has turned into 10+ tech visits, and we still have not passed the final inspection. The lack of internal communication is obvious, as several of the visits were unnecessary repeats. I have detailed documentation of each visit, which I have shared with Customer Service. They continually promise us a resolution, which has included things like "one final visit to finish everything" (that was over 4 visits ago) and "compensation for PTO and distress" (we have lost over $2,000 on top of what we paid for the service), but I can't even get them to call me back when we have a phone call scheduled. At this point, this process has forced us to personally sacrifice so much that we cannot get back. My husband had to miss our daughter's first birthday because he had taken too much time off work for this HVAC nightmare, he no longer has any paternity leave stored up because he has had to use 10 days of PTO (so far), one of the tech visits included rigging our system to run on full blast (we woke up to our baby daughter screaming because it had gotten down to 63 degrees and she was cold to the touch), and these are just some of the examples on top of the physical financial loss we've taken on top of paying for this service. For a company with claims about the importance of customer satisfaction, money-back guarantees, highly-skilled technicians, etc., we have been ridiculously disappointed. No one can even explain the money-back guarantee, and the company only cares about getting our money. We paid for and agreed to a one-day installation; we did not sign up for a month of complications. As customers, we should NOT have to work so hard to simply get what we agreed to!!!

  

  Business response

  09/09/2022

  We appreciate the opportunity to reach out and discuss Mrs. *******'s concerns. It is very important to us the our customers do not lose any faith in our ability to provide them with excellent customer service. We were able to come to an amicable resolution with regards to a refund which they should receive within the next 7 buisnees days. She is now satisfied and we thank her for being an Eanes customer.

  Customer response

  09/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I accept the resolution, pending the receipt of the refund.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Eanes Heating & Cooling came to do routine Spring maintenance of my two AC systems on 7/5/22. I paid $287.83 for the servicing of AC units and prepaid for them to come back in the Fall to service the gas furnace. On 7/14/22, one of my AC units completely stopped working. Eanes came out on 7/15/22 and replaced the contactor in the AC unit and charged me $583.58 which I paid. I contacted Eanes and spoke with Abe, manager, about the expense and expressed to him that I felt that I had been overcharged. I also told him I that now do not want Eanes to service the gas furnace in the Fall which I have prepaid. Abe agreed that I was overcharged for the service on 7/15/22 and offered to let my service contract start anew in the Spring of 2023 as consolation of the overcharge. I declined and he then started offering additional discounts. I told him I do not want their services. He finally agreed that I would be refunded for the overcharge/overpayment as well as the Fall prepayment service all in total of $324.00. I have called Eanes numerous times to follow up on the refund and cannot get a return call from Abe or anyone at this company. Eanes has very poor customer service after they get your money. I just want my refund of $324.00.

  Customer response

  08/18/2022

  I have not heard anything from the business in response to my complaint.

  
  

  

  Business response

  09/06/2022

  Thank you for allowing us the opportunity to respond to Mrs. ****'s complaint. Our Customer Relations Manager reached out and spoke with Ms. **** regarding her concerns in order to provide a resolution. It was determined she was overcharged in error and a refund has been issued. We apologize for any inconvenience this may have caused and hope Ms. **** will give us another opportunity to provide her with the services we pride ourselves in. 

*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. ↩