ComplaintsforEanes Heating & Air Conditioning, LLC

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had an AC unit installed. I believe they put in a messed up unit and refuse to fix the issue. I have called the business about 10 times in 2 months due to the AC not working. The AC has been installed for only 3 months. Everytime they say they fixed whatever new issue and it's goes out again. No one in customer relations will return my call either. I have animals that cannot live in the temp of my house, my electricity bill has went up and this is ruining my process of conceiving with all this stress. I can't sleep at night and I have missed worked because of the insane temp in my home. It's August and they're leaving my family to smothered. I have paid for a job that isn't complete. There is a warranty and they refuse to use it.

  

  Business response

  09/06/2022

  Thank you for allowing us the opportunity to respond to Ms. ****'s concerns of her A/C not cooling. We were able to make contact with her and we have made the necessary repairs that were needed. As a courtesy, we also agreed to reimburse them for the inconvenience and frustration they experienced during this time. She is satisfied with this resolution and we apologize for the experience they had. We stand behind our work, our warranties, and our guarantees and we are ready and willing to check their system again if needed. 

  Customer response

  09/07/2022

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

• Initial Complaint

  07/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Back in December of 2021 our entire HVAC & A/C system died and we had to get our entire system replaced. Since the new system was purchased and installed, we've had nothing but problems. The unit itself produces heat/cooling as needed, but the zoning and temperature controls for the whole system have never worked properly since the new system has been installed. We have individual parts of the home where all (or the vast majority) of the heating/cooling goes. So, even though the home now has 4 separate zones with their own thermostats, the heating and cooling is not being distributed anywhere near equally. For example on a hot day if we have all the thermostats set to cool/auto at 72 degrees, we will have one zone reading 68 degrees while two other zones are pushing 80 degrees. We have worked with EANES for over six months in an attempt to get this resolved. They have sent technicians out to our home repeatedly, but they have not been able to resolve the issue. Over the past few months they've begun dodging our calls. We leave messages, then they never return our calls. We've tried to escalate the issue within EANES, but we are not getting the proper support from the organization. We have been deferred to Charlie S****** multiple times, but he is not taking responsibility for helping resolve the issue. He says he will call back, but he doesn't. He talks about getting a plan together, but there's no follow through. So, we've shelled out $14,000 for a brand new system that can't properly heat or cool our home and they won't respond.

  

  Business response

  07/15/2022

  Thank you for allowing us the opportunity to respond to this complaint. We are aware of their concerns and we are fully committed to making sure their system is working properly and they are fully satisfied with their purchase. We apologize for any miscommunication and we will reach out again. 

  Customer response

  07/15/2022

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

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Five months ago I had Eanes Heating and Air Condintion come to my home to service my HVAC system. The tech informed me that to repair the unit would over $2000.00. However, he also stated that the repair would not last because of the condition of the overall system. He suggested that it would be wise to just replace it. So I decided to have Eanes come out and give my an estimate on a new system. The sales person came out looked at the system gave me estimate. So the system was installed but could not passed the inspection. So they had to come out and redo whatever the inspector found wrong. The unit was fine as long as it was using the furnace, however, once it got really hot I turned on the air. The downstairs was cool, but the upstairs was hot. On 6/16/2022, I had a Tech from Eanes come out to check the system. He said that all he could do is turn the fan to high. He said if that didn't take care of it I should call back. So, that did not take care of the problem and I call for service again. Today 6/24/2022, another tech came to check out the issue. He told me I needed a split system or something of that nature. He asked if this was brought to my attention from the sales person. My reply was no, a split system or anything of the sort never came up. Then the tech told me that this was pretty standard in town homes. I explained to him that I am not a professional and would not have any Idea about such things. And that it was on the sales person to know what was needed to do the job properly. I only went with what was recommended by the sales representative, he is the professional. So I asked the tech what would whatever he was suggesting cost. He told me this would be and addition cost of approx. $2000.00. It almost seems that I was sold a inadequate system, knowing that eventually I would have called for service. And now I am being asked to pay $2000.00 to make the system work as it should. This does not seem to be a fair or ethical business practice.

  

  Business response

  07/21/2022

  Thank you for allowing us the opportunity to respond to Mr. ******'s concerns. We have reached out and we are working to find a solution to ensure he is completely satisfied. 

• Initial Complaint

  04/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On approximately Mar 22, 2022 I called Eanes Heating & AC (336-883-3903) requesting my unused 2022 HVAC maintenance contract be cancelled and, if approved, that I be issued a refund. I was told my request would be forwarded to the billing department and someone would get back with me. After several days and not hearing from them, I called again and was told that my request had been approved and the check for $180.83 should be sent on April 1. I called April 8th to say I still hadn’t received the refund and the customer service rep said it must be a mail issue. As of today (April 13th), I still have not received my check and I have called several times asking to speak with a manager and was told a manager was not currently available but someone would call me – this has happened twice and no one has contacted me. It has been approximately 3 weeks since I contacted this company, I have not received my refund, I am unable to speak with a manager, and promises to get back to me never happen.

  

  Business response

  04/14/2022

  Thank you for allowing us the opportunity to respond to Ms. *******'s complaint. The refund was indeed approved for the amount stated and a check was issued and mailed on 4/1/22. We spoke with Ms. ******* and confirmed this with her. We are not sure why she has not received the check but we are more than happy to issue another one. She said if she has not received it by next week she will call us. We are prepared to do whatever it takes to make sure she gets her refund. 

  Customer response

  04/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.  I requested another check be sent however was told to call back sometime next week if I haven't received the original check.  So I assume I have to accept that?

  Customer response

  04/21/2022

   I am rejecting this response because:  

  Ref Case ******** regarding non-receipt of a refund check. As advised by the company representative I last spoke with, I called again Apr 19 to let them know I still had not received the refund check, which was supposedly mailed Apr 1. The call center took my info and said someone would call me. It has been three days and I have yet to be contacted. This issue has been going on since the latter half of March. I want nothing less than a replacement check issued IMMEDIATELY and sent to me via OVERNIGHT delivery.

  
  

  Desired Resolution / Outcome

  Desired Resolution:

  Refund select

  
  
  
  

  

  Business response

  04/27/2022

  We apologize for any delay in Mrs. ******* receiving her refund. We had the check overnighted on 4/22 and per tracking, it shows it was delivered on 4/23/22. We have reached out to confirm but have been unable to get in touch with Mrs. ******* directly. If there are any further issues, we hope Mrs. ******* will reach out so they can be addressed. 

  Customer response

  04/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.  Thank you for your assistance - this situation was not moving toward resolution until you became involved.  The refund check was overnighted to me and I have confirmed receipt with Eanes.

• Initial Complaint

  02/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 4, 2021 is when I signed the document to get my HVAC system installed by Eanes. I have been trying to get this install finished for close to a year now. My first issue is that the HVAC system was installed incorrectly and had to take out and reinstalled because of several issues with the install team cutting courners, this was eventually resovled. My second issue is I am being charged either 515.00 or 1,147.00, the invoice is unclear please see attached document, for a MERV 16 air cleaner that had to be taken out because the exhaust pipe from the furnace was blocking the enclosure for it and had to be removed, see attached picture. After constantly having to call to get them back out to my house they seemed to get the brand new unit working to a somewhat acceptable level. My last complaint is the city inspector has been out 4 times and everytime he comes he tells me that Eanes is not doing what he asked them to do, the inspection has not passed and Eanes has stop coming to my house to get my unit in compliance with the city. I have run out of options to get this install completed. I do not see how this company has a BBB accreditation.

  

  Business response

  03/04/2022

  Thank you for allowing us the opportunity to address Mr. *****'s concerns. We have reached out and met with Mr. ***** to get any further issues resolved. It is very important to us that he is fully satisfied with his install. We have agreed to refund for the Su-5 Air Cleaner that was not installed. We have also agreed to make sure all work is done correctly in order to pass inspection. Mr. ***** is happy with our response.  

• Initial Complaint

  01/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered a new unit hvac, but the company installed a damage unit and had a problem right away. I had to call few times to get a new one and finally installed a new one couple weeks later. Later confirmed me to get appointment with a state inspection, but no one showed up at that day, and the company hadn’t let me know why. Last, the company promised to take care of the rebate from **** ****** in 2-3 weeks, but until now, after 3 months, still no rebate from ****.

  

  Business response

  02/24/2022

  Mr. ***** ******, 

   

     We have checked on your **** ****** Rebate.  As per the document you supplied  it does not state 2-3 weeks but rather up to 2 months.  After checking into this with **** ***** who is the actual

  rebate supplier we have learned 2 things.    

   

  1. Due to covid and other issues they are all delayed however yours has in fact been mailed.   

  The **** ****** rebates were mailed out on 2/9/22 and he should be receiving those 15-20 business days from that date. If you do not receive these we have ways to track them if we are notified they have not been received. Our in house staff would be glad to assist you in checking on these things. We will be reaching out to discuss this with you personally also. 

   

  Sincerely Bryan M***** 

  Eanes - Operations

   

   

• Initial Complaint

  12/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Eanes replaced the old basement furnace with a new one on Dec 7, 2021. The installation crew was at my home from 8am until 6pm. Probably half that time was spent waiting for parts they did not bring themselves. In the basement I have several boxes and belongings on a layer of bricks to prevent moisture damage. Being a repeat customer I did not keep them under constant surveillance. On Sunday Dec 12 I noticed several boxes had been moved and some of the bricks were now under the furnace. Also some decorations and a pair of lamps were knocked onto the floor. One lamp is scratched and the other broken beyond repair. These men did not mention their activities in the basement, but only asked for the check when installation was complete. When I discovered the damage on Dec 12 I immediately called the answering service and reported the incident. When on Dec 13 I had still received no contact about the incident I called three more times on that Monday and still no response. The electrician who came to make a scheduled adjustment of the breaker box on Dec 14 was the first person from Eanes to see the condition of the basement. He made a call and that afternoon a manager named Steve came to my home. The only acknowledgement/compensation of the incident has been when Steve said "I'm sorry." There has been no contact since Dec 14. I am astounded by the contempt shown for my home and belongings. Of course they wasted no time in cashing my check for full payment. ( The answering service apparently only relays messages when the customer can be billed.) Does John E**** know what the employees are doing?

  

  Business response

  01/05/2022

  Eanes has a dedicate response to to address any concerns that customer may have.  Mrs. ****** did fill out a survey prior to coming to this BBB site in which we do monitor and contact customers.

  We have made attempts to reach out to this customer 3 different times via email and or phone with no response from the customer.  Our install manager did make it to her home to discuss 1 time in which we discussed this with homeowner. Per our installation manager who visited with her to discuss ....I have loaded the picture of what we had to work around. No items were moved prior to our working at this home by the homeowners. This was sort of a difficult install due to this situation of working around this type of environment.   Our sales people typically tell homeowners they are responsible for clearing a path when items are extremely blocking access which is a safety hazard.    No items were moved prior to the install. This lead our team  to 'slide and or move certain items for access.  Our guys state nothing fell over or broke while they were present.   They did however state that so many items stacked so high and in no certain balanced order that it was possible something fell long after they were gone. This made sense as the lamps were not brought to our attention until many days later.   These lamps we stated as value at $150 to our install manager. He offered $500 total over what was stated as a $300 damage.   This is where she was not happy and went to our concerns team to reach out .......after 3 attempts of no return calls or emails we are at the mercy of the customer to respond.  Eanes does wish to pay for any damages that we may have even POSSIBLY and are still trying to reach out to discuss a resolution.

   

• Initial Complaint

  12/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Service: 11/14/21 Invoice #: ********* Company has been totally unresponsive to resolution of this problem. Took advantage of emergency situation (no heat) to sell unnecessary part that was criminally overpriced - $200 for a $20 part and 5 minutes labor. Tried to cancel maintenance agreement for future maintenance and never received refund. Never received copy of maintenance agreement to verify serviceman's claim that the 11/14 visit was not part of it and it would cover two visits in 2022. I am older, alone, and was in a vulnerable position after being without heat for approximately 12+ hours that was taken advantage of. The serviceman never explained the original problem with the heat. False billing: Serviceman did not say the problem was with capacitor but that it wasn't putting out full power according to his measurements though there were no symptoms of that being the problem I was having. He inferred that this may cause future problems. Also the replacement was smaller than the original part. Not sure it was an accurate replacement. False advertising. This company is not "locally ... operated" anymore. Also, serviceman did not wear mask as stated in Google search ad.

  

  Business response

  12/16/2021

  I have checked into this and wish to say that I am not sure what is going on with your email or if you may have some sort of block for businesses or advertising that will sometimes capture those email until you acknowledge or approve them. I personally just called and left you a voicemail to resolve this issue and got a voicemail. On that voicemail I left my personals number to resolve this. In particular I wish to disc the the 1 star review. All of our calls are recorded and I have listened to all 3. No complaints were made or any factors to lead us to think there was an issue. The first call stated on a Sunday for us to come out for a no heat and utilizing our services. we sent someone out - he has not 5 minutes but 2 hours logged into the entire job , he as 3 options that were presented to you from Option A , Option B, Option C  .      The charge of $205 is based upon national averages and we are actually lower than national averages. The prices include labor as well so the part itself was not what was stated but rather that and labor. You are paying for a skilled and trained professional that drives a $50,000 van and we have 30 of them that each hold at least $10,000 in parts to be able to assist customers in a time of need. It covers warranties should it fail. Benefit's , training retirement and so forth.  

  The fees that you may feel are high is what I wish to discuss with you. I believe If I can share some true numbers with you that a mutual understanding could easily be had.  we also discounted $50 on that repair.   There are every expensive tools to diagnose and check out all the systems we repair and all of this comes with a cost.    As far as the service agreement you purchased it is listed on the invoice as well. This includes two services and neither has been rendered at this point . These are typically done spring and then fall. Our systems shows things were emailed so please check any blockers you may have. Please contact me on my cellphone number  that I left.   We are more than happy to refund any unused services if that is the request however I feel we can resolve this in a way where there is clear understanding and everyone is happy.     

   

  Sincerely Bryan M***** 

• Initial Complaint

  11/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid for a yearly service agreement. They agreed in return to service my heating and air conditioning system twice during the year. I called for service in September and was told they could not service the system until November 3rd 2021. Due to angina and an Emergency Room visit by ambulance, I called and told the service technician that I could not be there for the scheduled service call. I called back two days later to set up a new service time and was told the next available time would be December 22nd. I told them this timeframe was unacceptable and I would find another service provider. I have been trying to get the $321.00 dollars returned since the 5th of November. I keep getting passed from one customer advisor to another one and they always inform me that emails have been sent to the people in charge of effecting the refund but nothing happens.

  

  Business response

  01/05/2022

  This customer cancelled his appointment that he made with us for his service with short notice.

  It was rescheduled because of this.......customer disliked the reschedule date. We have  tried working with this customer but ultimately 

  he did not wish to wait for next available date for his maintenance.  We are more than happy to refund any unused portion of an existing contract.  I will have our team reach out today regarding this / the possibility of reschedule /  and or refunding and when to expect the check if he still wishes to go that route.   We apologize and understand that it was unfortunate he had to reschedule his original call due to health reasons.   Eanes has thousands of these and at this time of year they get booked fairly quickly.

  My best wishes to this customer as well as his health.   Eanes will attempt to contact customer on finalization of refund and the total amount due.

  

  Business response

  01/05/2022

  Hey ******* -   I also just became aware that this shas in fact been paid and sent on 12-30-21

  Customer response

  01/10/2022

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

*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. ↩