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:01/25/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  In September 2023 Bill Leary installed a new HVAC system in my house. On December 29 I noticed it was leaking. Someone came to look at it, and the next day the office called to schedule an appointment for January 2. On January 2 they called to cancel because they 'didn't have the right guys' on the schedule to come. They rescheduled for January 4. On January 4 they sent ONE guy out to again look at the problem. He said two other guys were supposed to be there also but they didn't show. Told me the office would call me schedule yet another appointment. They did, and it was rescheduled for the next day, January 5. On January 5 guess what? They called and cancelled the appointment AGAIN. Said they can't reschedule until the following week! So it was rescheduled for January 9 (let's keep in mind these are work days so I have to take a day off from work to accommodate their schedule!). They did come out January 9 and said they 'took care of it'. On January 13 I saw it was leaking again, for the second time. Tech came out that day, looked at it, said the office would have to call to schedule yet another appointment. They came on January 15, and again, allegedly 'fixed it'. Today it's January 25 and I noticed it's LEAKING AGAIN for the third time. I also noticed that they left a mess behind in the crawl space where the system is. Called the office, they said someone will call me back and come out. Got a call about 30 minutes later (10:00 pm) and said they would come out tomorrow. So here we go again. Prior to this experience I used this company for YEARS to maintain my system. After this experience I will NEVER use them again. I am so beyond livid that I literally wiped out my entire savings account for this and they can't even provide me with good workmanship.

  Business Response

  Date: 02/21/2024

  We have gone out to this customers home many times in attempt to rectify the issue she is  experiencing which is a intermittent water leak.  We have determined that this water leak is occurring only when it rains. The majority of the times we have come out have been after 3:30pm understanding that the customer works and this is an inconvenience.  We have also gone out twice on after hour calls where the customer has called, our office was already closed & she reached our emergency service yet we still did respond and show up. When we respond to a call at 8pm or on a Saturday we are limited to what repairs can be made, supply houses are not open during those times to obtain material and sometimes the available emergency on call technician is not always most suitable for the particular job. I understand this is a super frustrating situation for our customer, we are by no means avoiding or purposely not finding & fixing the problem.  The issue that she is experiencing is a bit complex and I/m sure she can agree that we have been out many times, making different repairs & checking things to rectify the issue.  On our last call which was on 1/30/24 everything was dry at the moment, we agreed to wait until it rained & if the leak was still present the customer was to contact us so that we could have the same technician back out to identify where it is coming from.  I have not heard anything further since then.  Please know that we do stand behind our work & have every intention of getting to the bottom of this & remedying this for our customer.

  Customer Answer

  Date: 02/21/2024

  
  
  Better Business Bureau:
  
  I am fine with closing this case but with just a few comments. I stand by the fact that communication between the office and the techs is lacking. When the one tech came out he said I would get a call from the office on Monday to tell me what the manufacturer said. I never got a call. But they sent techs out to my house anyway, two days in a row, unbeknownst to me. I felt bad for the techs that were literally sitting there waiting for me. That definitely wasn’t the first time there was no communication between office and tech. On the plus side, the techs are great when they are here. And I respect the techs and Bill for not giving up and still trying to figure out what the issue is. It hasn’t rained since the last visit so I still don’t know if that’s the issue. But the area has remained dry so I’m hopeful that is the problem. And I’m now confident that if it leaks again when it does rain they will be more than helpful and willing to fix the issue. Because of their response and patience to my frustrations I will be remaining a faithful customer and will continue to recommend them to anyone going forward.  
  
  Regards,
  ****** *******

• Initial Complaint

  Date:07/19/2022

  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.

  May 23, 2022 My air conditioning stopped working and upon their inspection said my unit outside was broken and as it was 19 years old they recommended replacing the unit with a more energy efficient unit for $7,500.00. Since they had replaced my furnace and had been serving the *** I had no reason to doubt their ethics. They put in the new unit. A day or two later, the Manager came to inspect the work and after his inspection he said there was a problem. The work had been done incorrectly and the installers had not provided a way for the water that builds up in the unit to drain and this would damage the unit. He said they could fix the problem. They put in a pump, which required a new electrical outlet, that would pump the water up a vinyl tube that runs through my ceiling to the sink (it just lays there, not fastened down). They apologized that they had to fix it this way but said the employees that had installed it were new and did it wrong. I told the manager I didn't want a pump and I never would have purchased this unit if they had told me the truth. I called the main office and said that I was not happy with the way that it was done, this is not what I was sold, at no time did anyone say that another piece of equipment was going to be needed that would use additional electricity and require additional maintenance.July 12, 2022, technician came to evaluate the situation. After measuring the unit said the new system was 1-2 inches lower than the old system and the guy that sold it to me or the installers should have realized there was a difference in size. I asked if they could raise the unit up and he said yes if they raised the coil and did some duct work. He called the owner to discuss his finding. He returned to tell me the owner said no. He could however offer, since I pay for the yearly service plan with them, to put a note in my file that if the pump brakes they will replace it for free. This would force me to stay their customer indefinitely.

  Business Response

  Date: 08/16/2022

  We did install a new ac system for this customer, in order for the unit to drain properly we added a condensate pump at no additional cost.  A condensate pump is a very common component to have on an hvac system and is no way an indication that something was not done correctly or is not right.  The customer seemed very upset about a condensate pump being installed although it is unclear as to why, again this is a very common part of an hvac system.  She stated she did not like the appearance of the vinyl tubing therefore we offered to have a technician return to attempt to remedy this.  Upon arrival my technician evaluated the complaint to see what could be done to address her concerns & before he could even offer her a secondary solution which would have been to lower the pvc piping down about 3" & have it drain directly into her sink & eliminate the vinyl tubing because she did not like the way it looked she told him to get out of her house.  He then attempted to knock on the door and have a civilized conversation with her & offer this solution as an option however; she again would not speak to him and said she was going to call a lawyer.  The installation we provided is 100% proper.  I cannot comment on what the customer claims one employee said about another because I was not present however; the installation we provided is correct and her ac system is fully functional.  We attempted to offer (2) different solutions to the customer as we do value her business and wanted her to be happy but her behavior when trying to do so was very unreasonable and a bit irrational.

  Customer Answer

  Date: 08/25/2022

  
  Complaint: 17591483
  
  I am rejecting this response because it is not accurate.

  When a female customer questions the man about the system she was sold versus what was installed she is called,unreasonable and a bit irrational. To say I told the very nice young man to get out of my house is absurd.  The young man and I had a nice chat prior to him leaving, he apologized for not being allowed to fix it and then he left.  Later that day he returned and asked to come back in to check something,at this point I was on a call as I had returned to work and was not able to let him reenter.
   I have explained to at least four of your employees why I am unhappy with the pump so I dont understand why it is still unclear to you. It was not what I was promised when I was sold the unit, there is no mention on any of the paperwork of a pump being installed or needing to have a new outlet installed. It was clearly put in as quick fix as we come to find out over the next few days that there was no drainage set up at all. 
  A day or so after the unit was installed the site manager came to do a quality control inspection (he didnt have an appointment; I was working but not on a call and was able to let him enter.) He said quality control inspections were not typical however, the installers were new so he was going a few days after each installation to inspect their work.  He said they had failed to connect the *** piping for the condensate, leaving the water to drain into my furnace and onto the floor. To remedy their error, they then put in the pump and had someone come to install a new outlet - which is not what I was sold.
  The solutions I was offered were: 
  1. A note in my file for a free replacement pump when this one breaks, which would mean I would have to continue paying to be on the service plan.
  2. To run the tube thought the *** pipe, still requiring the pump.
  Neither of these options fix the issue.  The additional solution you say you would have offered, to lower the *** pipe three inches, would make the pipe lower than my sink. This approach does not make any sense, as a pump would still be necessary.
  My understanding is that the new AC is taller than the unit that was replaced, so it should have been installed on a bracket with the transition on the bottom instead of the top allowing the water to drain into the existing *** using gravity, which would not increase my electric bill. In addition to them not installing the unit as they promised,the new unit is covered in scratches, it is not set up or taped properly so air blows out between the gaps, and the duct they connected it to, that is disintegrating,was not replaced.
  The bottom line: *********** sold me a more energy efficient air conditioner, however, that is not what I received. I was told the A/C would adapt to the existing *** piping and that is NOT what was installed. They did not do as promised. What they did do was shoddy and their argument is that the system, now after fixing their errors, works and that I am, unreasonable and a bit irrational.  I find that unacceptable.
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 09/08/2022

  I attempted to contact the customer today, I did leave her a voicemail.  We would very much like to resolve this rather than going back & fourth.  What we propose to do is remove the condensate pump and run a pvc drain to her slop sink.  The drain will have to be drilled into the side of the sink a few inches from the top of it and this will eliminate the need for a condensate pump which seems to be the cause of displeasure.  We have no issue doing this work, just want to be on the same page and also when we come out to do this work the area needs to be cleared out so we have ample room to work without having to move any of the customers personal items.  If you are comfortable with this solution please contact me so that we can coordinate a date and time.

  Customer Answer

  Date: 09/14/2022

  
  Complaint: 17591483
  
  I am rejecting this response because:
  
  I spoke with *** on Friday, September 9, 2022. She proposed running a new pvc drain to the sink and drilling it into the side of the sink. Drilling into the sink would not be acceptable fix as the sink is used in conjunction with my washing machine and fills with water. If the hole leaked, gallons of water would flow directly into my basement.  I asked again about adding a transition or lifting the unit up a few inches which would allow the original set up to be used. She told me I would receive a call back Monday, September 12, 2022, as she was not aware of being able to raise a system and would have to speak with her team. As of 5:00 pm EST on September 14, 2022, I have not received a call back.
  
  Regards,
  
  ***************************

  Business Response

  Date: 10/04/2022

  I am working on finding the customer a suitable solution that will be to her liking.  Apologies for the delay on this I have been out of the office & returned today.  I will be in touch this week with more suggestions, hopefully one of them will be agreeable for everyone.

• Initial Complaint

  Date:06/22/2022

  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.

  I had a technician from **** Leary stop by and perform maintenance on my unit and also set up the Nest thermostat on the wife's phone. One of **** Leary's technician was the one who had installed the nest thermostat at my daycare center 6 months back. The technician who had installed the thermostat left the firm. A new technician came on June 21st. He was not able to install the app on the phone( Thing to note is that the previous technician was able to set it up in 5 min ). During that time, he did something to the thermostat that were working before he came The next day, the ** was not working on the daycare. I called **** Leary to come and fix it as they messed it up when the technician was there. We are talking about the daycare where small kids are present. Upon calling them, they said that they will cancel my contract and dont want to work with me and referred me to some other company. This is BS. First they broke the unit and now will not come to atleast fix it

  Business Response

  Date: 07/19/2022

  The customer had initially placed a service call to our office on June 14th, stating they were having a thermostat problem. We scheduled their call & then when we called to let them know we were on the way we were told not to come that was working.  We then followed up with them several times over the course of a few days asking if they needed service and if they would like us to come do the maintenance in their building since it was past due.  Then about a week later they did call us back & scheduled a maintenance visit for 6/21/22 (no mention of anything to do with their thermostats) Upon arrival, they tell us that they don't want maintenance & they only want us to set up their Nest t-stat that they were having problems with on the wife's phone. My technician was not able to do a factory reset & connect the wifi t-stat to the wife's phone however they did try and in addition to that he was able to get the t-stat to the desired temperature in the building.  This was a pre existing issue.  We did not break anything.  They called our office back & fourth for a whole week scheduling appointments and then telling us not to come.  Then when we did arrive it was not for what the call was even scheduled for.  In addition to that the accusatory manner in which this customer conducts themselves is completely unreasonable therefore we did not charge them for the service call & at that point we politely told them we were no longer interested in doing business with them & we were kind enough to refer them to another local company to address their hvac needs.

  Customer Answer

  Date: 07/19/2022

  
  Complaint: 17460262
  
  I am rejecting this response because: The technician did something to the thermostat previous day and next day it was not working. So I reject the business saying that the thermostat was not touched. The other company I hired had to come and fix the thermostat
  
  
  
  Regards,
  
  *************************