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
07/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a new AC/Furnace system for my home last May 2023. Have had continued problems with the system since it was installed. I had a problem with the system making noise in the outside unit. They said the system had too much freon in the compressor, so they removed the freon and checked the system out and fixed it. I called them again because the system compressor wouldn't come on. They came out and checked it. They said the compressor didn't have enough freon in it and it needed a part that didn't come with the system. I received a bill for $400 + dollars for them to come out on OT rate 195.00 an hour to fix the system that never worked right in the first place. I refuse to pay this bill account they improperly installed a new unit and they are responsible to provide me with a working unit that I paid for in full for $5200.00 dollars.Customer response
07/11/2024
This issue has been resolved. ThanksInitial Complaint
06/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Made the appointment 2 week in Advance.We had an appointment @ 10 ans they were 3 hours late. Instead of checking our ac oil. They added freon to the ac. They told us that they couldn't check the leak for 4 to 6 hours. No air a week after. Called and complained. They said they really wanted to help us. What a joke. They wanted to come back out add more freon and charge us again after paying over*** $ for nothing. I called another place. They checked for leaks immediately. Found the leak off the bat. I will file a small claims on this company. I want my money back.Business response
06/20/2023
Hi!
We're so sorry to hear that the situation was not resolved to the customer's satisfaction; we try our best to resolve every situation in one trip but that is not always possible. First we'd like to apologize that we did not arrive at the time the customer believed we should. Unfortunately in the service industry we cannot guarantee an arrival time, which is why we try to give "windows" of time- for instance, between roughly 10 and 12, etc. The only guaranteed arrival time we can provide is a first call, as throughout the day the calls after that may take more or less time than expected due to the repairs the tech may encounter on individual jobs. We understand that can be frustrating but it is the nature of our industry. We're sorry that day ran later than expected.
We reviewed the work done, and at this time, we feel the invoice total was fair. We arrived Friday afternoon and found the system low on freon. We added freon to ensure the system would hopefully run well through the weekend and noted on the work order that was signed by the owner that we needed to return to perform a leak check. We show we called 6/9/23, 6/12/23, and 6/16/23 to try to schedule that. If a system is low on freon it can indicate a leak on the coil, which is why we wanted to schedule the return for the leak check as soon as possible. We never received a response from the homeowner. It is not especially surprising that after a week the system was low on freon again; if there is a leak it would stand to reason that the freon we added would be lost as well, which again, is why we attempted to schedule a leak check right away that day, again on Monday the 12th, and on the 16th when we still had not heard anything from the homeowner.
The customer was charged a total of $******- they were charged for 1.25 hours labor and 3 lbs of freon. They also received a $** ****** discount. The labor included checking the system to ensure all else was running well. This is a fair bill considering the work completed.
We wish we had been able to reconnect with the customer and complete the job. Per their letter it appears they called back and complained when they had no cool again, but did not schedule a return visit because they did not want to be charged for more freon, etc. We work hard to ensure our bills are fair and would have worked with the customer but were not allowed that opportunity.
We wish this customer the best, but do not feel a refund is in order at this time.
Thanks!
Kate *****
Vice President
Green's Furnace & Plumbing
************
Customer response
06/26/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
Gina *********
*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.
1 complaints closed in the last 12 months.