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:04/08/2025

  Type:Billing 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.

  They charged me for a complimentary estimate 3 months after ..

  

  Business Response

  Date: 04/08/2025

  Mr. ******* was not billed or charged by Fetch-A-Tech, invoice is attached of waived fee.  Please check credit card statements. 

  Customer Answer

  Date: 04/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/10/2025

  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.

  1/20/25 ******** ****** came out to do a tune-up on our HVAC unit. He said our HVAC unit has too much static pressure at 0.5 psi and will start having issues with it, unless we get new ducts. He then asked if we get air circulation in every room. He said we would have to cut an attic access into the garage, because he couldnt find one anywhere else in the home. He was looking at our closets in the bedroom and accidentally opened the door to my teenage daughters room. The estimate showed one return was given with the 4-5 Ton Re-duct, but I was charged for three additional returns. I was shown the price for one and then the price for three, estimating the price to be about $1,200 each for return. They were supposed to install one return in the kitchen and three in the bedrooms, but they ended up putting it in the living room. The paperwork kept getting changed in the Fetch-A-Tech system by ******** ****** and numbers are continuously changing and disappearing, so I truly feel that I am a victim of fraud. My wife was on the phone with assumed leadership and ***** about financing options and it was ********* $681.67 for 18 months, before the military, senior and Fetch-A-Tech discounts. We were being rushed to sign by *****. He kept saying sign, sign, sign. My wife just let to pick my son up from school. Since we needed plumbing work done, we asked about the getting a loan. He said we can save more with the Fetch-A-Tech Membership Program and said I could stack those with a military and senior discount. ******** said, All the discounts you want. He signed us up and called **************** leadership to not to forget to add the military, senior and Fetch-A-Tech discounts. He wanted me to sign before any discounts were applied and that was the start of tours companies fraudulent schemes. I truly believe ******** ******, lied about the static reading as being too high in order to exaggerate the need to get a sale out of us.

  

  Business Response

  Date: 03/11/2025

  Hey ****, thank you for sharing your feedback. We're truly sorry to hear about your experience and the frustration it caused. This is not the level of service we strive for, and we regret that you felt rushed or pressured during the process. We will be reviewing your experience with our team to ensure this doesnt happen again. If there's anything we can do to make things right, please dont hesitate to reach out. We value your trust and hope to have the opportunity to restore your confidence in our service.

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23035009
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 03/14/2025

  Upon completion of the scheduled HVAC maintenance, our technician, *****, apprised Mr. ***** of our findings. ***** explained that the systems static pressure was elevated beyond acceptable parameters, registering at 1.08 inches of water column (Picture attached). He further clarified that,in order to bring the system in line with the recommended specification of 0.5 inches, additional return ducts would need to be installed.
  
  Mr. ***** expressed an expectation that one of these return ducts would be placed in the kitchen. According to HVAC best practices, placing a return in a kitchen is never advisable, as it would introduce cooking odors and excess moisture into the system, leading to significant operational issues and persistent odors throughout the home. Therefore, we decided not to install one on the kitchen. 
  
  Per our original estimate, the scope of work included the installation of additional return ducts. However, due to structural limitations inherent to the homes construction, our team was only able to install one return duct. Mr. ***** was duly refunded for the additional return that could not be installed. He is correct in noting that only one return was ultimately placed, and that return was installed in the living room.
  
  With respect to Mr. ****** concerns regarding alleged fraudulent adjustments to his invoice, it is important to clarify that any modifications to the estimate were made in direct response to his own requestsboth regarding changes to plumbing fixtures and additional work he asked our company to complete. Furthermore, all invoices reflecting these changes bear Mr. ****** explicit acknowledgment and signature (picture attached)
  
  To ensure the highest standards of service, our plumbing manager, ********, and HVAC installation manager, ****, have attempted multiple follow-up service calls to Mr. ****** residence. However, as of today, we have not yet been able to reconvene with Mr. ***** and ****** to perform a final quality assurance inspection as they have not returned our calls.  We would really like to resolve this however we believe the ****** are looking for deeper discounts and are utilizing outlets such as BBB to justify such results.

  

  Business Response

  Date: 03/17/2025

  ****,

  Sir, I met with my team concerning your situation, we are aware of your BBB complaint and allegations.  We all agree, we still to need access any work that needs to be addressed and completed, but unfortunately you have havent allowed us.  In order for us to resolve this, its recommended that you allow Fetch-a-Tech into your home again to address the following:
  
  -Any HVAC work thats a result from the duct work
  -The possibility of adding a return to your wifes bedroom
  -Any plumbing work that still needs to be completed as a result of the work we performed
  -Assess any damage incurred by my Fetch team
  -Address drive-way shoe & tire marks
  -Garage door sensor
  -Inspect & clean white stuff on mobility scooter, bedroom floor and any other areas affected
  -Inspect door frame security and install/secure any loose screws.
  
  We are also aware that you have had other companies in your home that may still be performing work, for that reason we ask you only point out work that Fetch may be responsible for. 
  
  Please let me know when it would be a good time for us to come out and assess the situation.  Once the work has been completed, we will address any more discounts that may apply to your situation.
  
  I will also forward this email to the BBB to show them our willingness to cooperate and resolve the situation; I look forward to hearing from you sir.
  
  
  Thanks,
  
  
  ***** ********
  General Manager, Fetch-a-Tech
  *******************

  
  

  Customer Answer

  Date: 03/20/2025

  Hello,
  
  
  Im replying to the message by ***** ******** and Fetch-A-Tech.  ***** did not mention anything being 1.08 inches off water column and during the office meeting on February 18, 2025, ***** said the taking depends on how the **** unit is read whether or not 0.5 is too high.  ******** couldnt even find the attic and he was ******* to sell, sell, sell. ******** sold me three additional returns, plus the one that came with it.  It was on his screen and non of these items were refunded to my wife and I.  My wife called ******** to ask about it and I spoke to her as well.  She immediately went into the contacts and fraudulently changed the numbers. It makes sense that returns shouldnt be in kitchens, so why did ***** push three additional returns?  The return placed was in the living room and we already have one five feet away from that, so the technicians obviously dos what they wanted to do and disregarded the contract.  Nothing was ever mentioned by the technicians about not being able to place returns.  It was only revealed during the meeting that we had on February 18, 2025, finding any excuse to justify Fetch-A-Tech fraudulent activity.  No reinvestments were made and the discounts I was offered never came off the amount we were shown on that tablet.  ***** said he would get the discounts put on and on 21 January 2025, Service Finance has a balance of $25,732.65.  The first estimate was for $12,270.06 for 18 months at $681.67 before we inquired about the discounts.
  
  
  I did not make any modifications to my contract.  I signed the contract with *****, because I trusted him and didnt think he would scam me, until I started dealing more with ******** ****** and this company as a whole as not having integrity.  I showed ********* ********* the main plumbing issues we have in our home.  First was the shower faucet not sliding off.  It was stock and probably had to be cut off.  I showed him our sink that jerks and stops and he said its the pressure valve.  I told him I wanted the water in my master bedroom to be hot and asked if I needed a recirculating pump.  His reply was, Ill tell you what you need.  He showed my a post it note with a price of $13,462.59 before any discounts were applied.  ***************** Finance showed a balance of $25,732.65.  With regards to any invoices with my signature, I was shown some at the Fetch-A-Tech office that I never signed and assume ******** ****** forged.  
  As per the attempted multiple follow-ups, Im the one that reached out to this company for everything that went wrong.  During the second office meeting, I was going to have ******** and **** come out to look at my property, but they kept saying we will give you the returns for free and that you or your wife may have bumped into the shower to cause the flood in our master bedroom.  I called ******** as soon as my home flooded and we realized it was coming behind the wall.  I told ******** about our faucet in the guest bathroom leaking over the weekend, we discussed the excavation fee of digging which didnt make sense to cost $3000, my blue and gold gold hammer went missing asking with the shower chrome kit I purchased when I tried to put it on myself, the fraudulent document changes and so much more.  I told ***** ******** about all of this and he disregarded my wife and I.  Now hes saying we are looking for deeper discounts when none were given.  Come to my house Manny to see for yourself, and bring ***** and ********* with you. We are the ones that made all attempts to contact Fetch-A-Tech, but I have the emails of ******** ignoring my wife and I.  
  Why would ***** charge me for three additional returns?  Any damage done was done by Fetch-A-Tech technicians and this business does not assume responsibility, after multiple attempts to work with them.  Fetch-A-tech of responsible for the flood in our master bedroom sand bathroom. ******** wanted to use Fetch-A-Tech insurance people to come out to our home, but after everything that went on with them, I dont trust them.  It took Fetch-A-Tech almost two months to convey their lies and deception.  This week it seems like they was to get this done and over with.  Fetch-A-Tech, Im going to expose your lies and there is no deeper discounts in looking for because you gave me none.  I have submitted a lot more to the State Contractors Board.  We are going to fix the fraudulent document changes, false signatures and all the fraudulent accusations before anyone enters our home again.  How about we do a lot detector test?  You know your technicians and even you now will not pass.  I promise.
  
  

  Customer Answer

  Date: 03/28/2025

  Hello,

   Fetch-A-Tech are responsible for our insurance company having Advanced Pro come out to our home to address the flooding Fetch-A-Tech caused.  This company has been so dishonest on all fronts that Im not comfortable with them entering our home anymore.  They fraudulently changed documents, manipulated numbers on the invoice, they owe me money for all the returns and I had another **** company come out and ask why my unit was making nooses after ***** went on my unit to give it a tune-up.  Then ***** was dishonest about the discounts being added and used scare tactics that our HVAC unit was going to fail.  We need someone to come to our home to check this out if possible.  My wife ****** was only involved with calling to get the tune-up and to take me to the office meetings.  ****** ******** *** is out of line by saying we are out for a bigger discount, but I didnt get any discounts taken off and I never received any money back from all the returns I paid for.  
  We are still not satisfied because ******** ****** changed all of our invoices and cashed out at the finance company after we told them Fetch-A-Tech did not install the hot water recirculating pump correctly. 
  
  

  

  Business Response

  Date: 04/03/2025

  We are working with this customer and the ************************ Board for a resolution.  

  Customer Answer

  Date: 04/03/2025

  Hi Better Business Bureau,

  Im getting no where with Fetch-A-Tech.  They changed all my original documents fraudulently and will not provide them back to me as a consumer.  Im not going to allow them in my home after ***** mentioned my wife and I being after deeper discounts, even they never gave me money owed or any discounts.  I request original documentation and a polygraph test on ******** ******, ******** ****** and ********* *********.  I need the documentation to prove my case and that Fetch-A-Scam is covering everything up.  If you came to my home, Ill show you the work done and what was on contact and the contracts they forged would not make sense.  Please message me and let me know what we have to do to get the original documents.  Fetch-A-Tech also sent **** to my home to fix the flooding issues so we can use our bathroom, then in a meeting ******** ****** said how do we know you or your wife didnt bump into it and cause the leak.  Thats the stuff Im dealing with this company.  The more they lie, my mental health spirals out of control.  I checked my self in and am starting treatment, but the lies and deception this company dealt upon me is not good.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23035009
  
  I am rejecting this response because: 

  Hi Better Business Bureau,

  Im getting no where with Fetch-A-Tech.  They changed all my original documents fraudulently and will not provide them back to me as a consumer.  Im not going to allow them in my home after ***** mentioned my wife and I being after deeper discounts, even they never gave me money owed or any discounts.  I request original documentation and a polygraph test on ******** ******, ******** ****** and ********* *********.  I need the documentation to prove my case and that Fetch-A-Scam is covering everything up.  If you came to my home, Ill show you the work done and what was on contact and the contracts they forged would not make sense.  Please message me and let me know what we have to do to get the original documents.  Fetch-A-Tech also sent **** to my home to fix the flooding issues so we can use our bathroom, then in a meeting ******** ****** said how do we know you or your wife didnt bump into it and cause the leak.  Thats the stuff Im dealing with this company.  The more they lie, my mental health spirals out of control.  I checked my self in and am starting treatment, but the lies and deception this company dealt upon me is not good.

  
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 04/04/2025

  We cannot move forward with them getting back into my home after they tried to blame my wife and I of causing the damage and them manipulating the contacts.  I need my original documents that were taken out of the system.  Without those, there is no work for them to do because they manufactured and manipulated the documents. Please look into this company for scamming and fraud.  Im going to do a polygraph test and I bet they will not do one because of the fraud they committed.

  Customer Answer

  Date: 04/09/2025

  May I call the Better Business Bureau?  Im unable to respond again.  I need help with this.  This situation is far from being resolved.  Can someone do a walkthrough of my home to see what happened.  Im not going to allow Fetch-A-Tech another opportunity to fix things they have broken two and a half months ago.  They charged me glue drywall they dont intend to do.  They charged me for returns I never needed.  They never gave me any discounts.  They changed my documents fraudulently,.  I was told the price of one item and then was laughed at even it was raised $600 more. This company has taken every opportunity to scam me.  After my home flooded and I said Im not going to use their insurance, they sent their tech **** over to fix it while he was only supposed to look. 

  Customer Answer

  Date: 04/10/2025

  I believe the documents I sent the Better Business Bureau hold up to prove I was scammed, my documents were fraudulently changed, they business destroyed my home, they sent disabled workers (possibly in drugs); I was charged for drywall and vents I never needed or never were put in; this business cashed in with the bank as soon as I told them about them flooding my home and Im going to use my own insurance because I dont trust them.  They didnt fix the order shower faucet fixies right the first time in my guest bathroom and ***** said it was just a bad piece.  He said that several times. Can you open up the message so I can reply again to the business?

  Customer Answer

  Date: 04/10/2025

  The *********************** is here to help consumers as well right?  You are two separate things. Contractors Board deals with contract issues.  The Better Business Bureau (BBB) helps consumers find trustworthy businesses by providing unbiased business profiles, customer reviews, and ratings. It also promotes ethical business practices and resolves disputes between consumers and businesses.

   

  

  Business Response

  Date: 04/16/2025

  We understand and acknowledge Mr. ****** concerns regarding the work performed. However,despite multiple attempts to resolve the issue, Mr. ***** has consistently refused to allow us access to his property to assess and correct any potential deficiencies. Without the ability to inspect or remedy the situation firsthand,our options are limited.
  
  In good faith, and as a gesture of our commitment to customer satisfaction, we are willing to offer a reasonable discount based on the scope and value of the work that was completed. We hope this resolution is seen as a fair and reasonable attempt to close the matter amicably. 

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23035009
  
  I am rejecting this response because:
  After multiple attempts to get the original invoices and documents, I am seeking legal advice to help me with this Better Business Bureau Complaint.  Im not the only person that was scammed by Fetch-A-Tech.  Many reviews reflect that as well.  This company waited two months until BBB got involved.  My text messages were ignored when I was freaking with the flooded house due to Fetch-A-Tech poor workmanship and quality.  I requested the plumbing reports for both bathrooms and none were provided.  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:01/02/2024

  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.

  Installation of HVAC system was on 23NOV23 Amount paid $15,181.20 HVAC system 16SEER or equivalent Violation of rights given by FTC I have attempted to come to a resolution with the business by contacting on 12DEC23,14DEC23,20DEC23, and 26DEC23 to Installation Manager ***************************, he spoke on my behalf to General ***************************************** he refused several (3) times. I thought I was having a 16SEER HVAC system installed. When I first spoke with **************** on 12DEC23 this was the day it was brought to my attention that a 14SEER system was installed. I asked him on 16DEC23 if things come be made right or a refund provided after the removal of said smaller system. He said he would speak to the General Manager. When we spoke next 20DEC23, he informed me that the General Manager said that my 3 day grace ****** had lapsed and the company was not going to do anything more to resolve the situation. At which time I informed him that I was never told about this 3 day grace ****** and that I would be reporting this to the BBB, and seeking out resolution by legal means. On the 26DEC23, ****************, called me to tell me that he spoke again with the General Manager (********************) again and was told the same as before. I then reiterated that I would be reporting this and taking this to legal agencies. I also mentioned to him that had I known about the 3 day grace ****** or that a smaller system was installed I would have utilized those means, but since I wasn't informed of the 3 day grace ****** until weeks after the installation how could ******************** feel this was the right course to stand on as an argument to not make things right...? **************** replied I don't know.

  

  Business Response

  Date: 03/12/2024

  The cost of the upgraded unit was more than **** had the ability to pay for, therefore we installed the lower seer unit. Signed invoice is attached.

   

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21068406
  
  I am rejecting this response because when I signed this invoice that Fetch-A-Tech attached they also had me sign a higher seer system. At the time of signature I was told I was getting a ********************** the equivalent(s) of one since the seer ratings changed since last year (2022). The technician who first came to my residents convinced me that I would be getting the seer rating that I wanted as a minimum of 16 seer, but numerous times stated I was having a premium product. Which I replied I rather have a mid-grade product and have the seer rating I want than pay for the name of the premium products title. I was re-assured I would have a 16 seer system. The upgrade that is mentioned in the response was for the condenser (Air Condition Unit) not the furnace, which as I was understanding a higher seer rating. No to forget I was not told about my rights of the 72 hour (3 day) policy if I so choose to make changes or return the entire HVAC system or did not receive any documents stating the fact of a 72 hour (3 day) policy within any of the documents I received from Fetch-A-Tech. When I learn about this policy ******************************************************** fact the installation manager (Mr. ********************** expressed he himself didn't even know there was a 3 day policy and only found out after I ask him to speak with the general manager (Mr. ****************************** on my behalf since I was not happy with what to place and the seer rated HVAC system that was installed. I added that I was in the understanding that it was going to be at least a 16 seer system since the other 3 quote I received from competitor companies was this seer rating at the same price point. I spoke with **************** four (4) times over the phone on the following dates; 12DEC23, 14DEC23, 20DEC23, 26DEC23. With a first point of contact on the 23NOV23. Which I imagine **************** learned this information from his boss and general manager; ********************. Being his boss **************** really did not or does not have much leverage to influence my standing point, however, I was grateful that he took the time and effort to raise my concerns to ********************. The general manager nevertheless basically refused to come to any resolve or compromise to help and make the customer happy and ease this situation. At the end of it all, the ********** of ****** recommends a ************************************************* fact since ********* is of such a high sun and heat concentration it is recommended to have a higher rating than have the basic minimum.  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/13/2024

  The client did not have the funding for the upgraded system, we installed what was paid for by a third party, not ****. There is no paperwork for a three day recission as this job was paid by check and not financed. The install was done on 11-21-23 and the final payment was not collected until 12-4-23. 

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21068406
  
  I am rejecting this response because regardless of whom made the payment to Fetch-A-Tech the **** system belongs to me (*************************). The law demands that the 72 hour (3 day) policy is to be provided to the customer, both verbally and in writing; which is myself, ************************** In this case it was not, which is a violation of Federal law, so for ******************** to try to use this as his reasoning of not excepting or be willing to conduct a return is and was illegal. Therefore, when I requested a full refund and return the system back to the vender it should have been honored. Merchant (Fetch-A-Tech) misrepresented to me (****************), what was going to be installed and did not uphold to the law as stated above, per ************************ direction. Nor was ******************** willing to come to any type of compromise to ensure, I, the customer was happy with the service and or product that was provided. In fact he immediately said "No", despite the situation was fully explained to him.   

  Had I had known that the system being installed was going to be anything but a 16 seer system I would have used a different company that was going to charge the same amount of money or within a few hundred dollars difference. As I stated in my last response. When the initial and final payment was done was in agreeance to the Sales Manager (If memory serves me his name was *****) at the time of the arrangement was being made on 21NOV23. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/14/2024

  We do not agree with each other and seems to just be an argument back and forth. No illegal action was taken on our part.

  Customer Answer

  Date: 03/25/2024

  To whom it May ***************** per your last message you requested that I send the contract that I have with Fetch-A-Tech and or mentioned in a response. There was never any signed contract with this company. The only paperwork that I signed was the two (2) quotes, which Fetch-A-Tech has provided in one of their responses. The only other documentation I have is the permit issued through Fetch-A-Tech via the ***********************, **, and the registration certificate of the **** system that was installed; that you shall see has two (2) different seer ratings for the **** system; which I have attached. 

  However, if you are asking for the *** law that I was told is Fetch-A-Tech (Mr. ****************************** General Manager) reasoning for my denial to the request to make things right and /or complaint to service provided. I have provide a link below. Please keep in mind that I was NEVER provided by Fetch-A-Tech (verbally or written) with this *** law / information until well after the install was conducted and solely because I made a complaint with ******************************** Installation Manager; whom acted as the advocate between myself and ********************. 

  *************************************************************************************;

• Initial Complaint

  Date:05/09/2023

  Type:Sales and Advertising 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.

  This company keeps sending scam-like mailers and I am tired of it. I get these mailers a few times a month and they are very fake looking and appear to be a major scam. They say its an important notice but I have NEVER used this company so they have NO NOTICES for me. They are clearly trying to scam potential customers. I DEMAND that they never contact me again. I would never consider using a company that thinks that kind of mailer and frequency are appropriate.

  

  Business Response

  Date: 03/12/2024

  We send out advertisements to our clients, this is not a scam. The client has asked not to receive and we have removed him from the distribution list.

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 20038972
  
  I am rejecting this response because: I recieved yet another mailer from your scam of a business last week.   Stop contacting me.  You are a scam and shady business.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/12/2024

  I do not have any contact information in our system for this person. I will need to have full name and address to remove from mailing if this person is still receiving mail from our company. 

• Initial Complaint

  Date:08/26/2022

  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 contacted Climate Control Specialists on August 3, ********************************************* October 2019. The unit was leaking water into the ceiling and eventually shut down. The technician came out and spoke with my mom (I was out of town) and told her that all of the duct work needed to be replaced ($10k) because it was collapsing due to improper pressure in the system. He called me and tried to explain that since the house is 35+ years old that they should have told us to replace the duct work when we got the new system. This did not explain why the drain line was not working, causing the pan to fill up and then shut down the system. I asked for him to please let me know what should be fixed aside from the duct work and what would and wouldn't be covered by the warranty. He said he would take the request to his manager and the manager would get back to me. The manager called and pushed the requirement to replace the duct work and had no other input. I decided to call another **** company for a second opinion and they said the pan was not draining because the line was clogged and had been improperly plumbed when the work for the new unit was done. They also mentioned that the pan was not placed correctly and was tipping in the wrong direction. I decided to empty the drain pan and used a fish line to unclog the pipe. The unit began to work and water came out of the drain line. (It was completely dry previously). I contacted CC and left a message for the manager three days in a row and to date, have not received a call back. I did speak to the billing/customer service person on 2 or 3 occasions and he promised he would have the manager call me back. He also said he would ask the manager to call him to discuss the matter and that he would call me back as well but I haven't heard from either of them. I did receive two bills from their office for two different visits when I only called for one. It's impossible to get a call back.

  Customer Answer

  Date: 09/13/2022

  September 13, 2022. I still have not been contacted by this business. I'd like to find the owner name and contact information so that I can write to them directly to find out why I can't get a response or resolution. It seems they don't want to honor the warranty of any customer they picked up when they purchased Climate Control Specialists.

  

  Business Response

  Date: 03/12/2024

  When we received the call to go out for the unit not running and a possible leak, it was noticed that the drain was clogged and the float switch shut down the unit. Proper maintenance yearly helps prevent this from happening. According to our records the system was not serviced by our company for four years and needed attention. The client did expected this to be under warranty, however a clogged drain is not something that would be covered. While we were there, we did suggest replacement of the Duct Work due to age condition and efficiency. We still believe that the client would benefit from new Duct Work and would always make this recommendation in a case such as this.