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:02/19/2025

  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.

  Goettl offered a free HVAC inspection, but they forgot to turn on the gas after the inspection. When I realized the heat wasnt working, I reviewed our ***************** and found that the unit was running but not producing heat. I contacted Goettl, showing them the graphs to illustrate the lack of heat. They repeatedly denied my claims, insisting that our gas valve was broken due to poor HVAC installation. They didnt mention a faulty gas valve during their initial visit, and there were no operational issues before they arrived. They quoted me over $900 for a gas valve replacement, offering a 20-30% discount to get things back up and running. The manager I spoke to hung up on me and never contacted me again. I had to call their office to reach **** ******, who denied my claims and used his decades of HVAC experience to dismiss my observations as a homeowner and customer. It wasnt until I contacted the original installers that we discovered the gas wasnt on and that everything was functioning properly. Im seeking an apology from the technician, manager, and supervisor, as well as compensation for the diagnostic fee charged by the original installers, the membership fees Ive paid, and the days without heat for me and my family. This problem was entirely created and perpetuated by Goettl and it displays a blatant disregard for customer service and human decency. I spent hours driving and at work making phone calls and being talked down to by Goettl employees only to leave and sleep in a freezing home solely because their pride would not allow them to be do their jobs.

  

  Business Response

  Date: 02/21/2025

  
  We appreciate the opportunity to respond to the complaint filed by ****** ******. Our primary goal is always to provide quality service and ensure customer satisfaction. Below is a summary of the events as they occurred:
  On February 4, 2025, our ********** serviced ****** Gordons system. Twelve days later, on February 16, 2025, the customer contacted us, stating that his heating system had not worked since our ******** response, we promptly dispatched another ********** to diagnose the issue.The ********** determined that the system had a faulty gas valve.
  On February 14, 2025, the customer reached out again,asserting that our company had caused the gas valve failure. When I spoke with him, I explained that mechanical equipment can fail unexpectedly at any time. I assured him that we stood by our **********s diagnosis but encouraged him to seek a second opinion if he had concerns. I also stated that if the second opinion indicated we were at fault, we would take full responsibility.
  The customer later informed us that the second opinion revealed the gas valve had been shut off and that our second ********** had not confirmed this before diagnosing the valve as faulty. Upon learning this, I immediately took responsibility for the oversight and inquired about the cost of the second opinion. The customer stated he paid $189, and we agreed to fully reimburse him. Our representative processed the refund accordingly.
  Additionally, the customer requested to cancel his membership, which we honored. Given the circumstances, we believe we have taken the appropriate steps to resolve the issue. While we regret the inconvenience caused, we also note that the customer waited 12 days to inform us of the issue, despite noticing it the same day. Furthermore, we offered to send another ********** to reassess the system, but he opted for an independent evaluation instead.
  We sincerely regret any frustration the customer experienced and appreciate the opportunity to clarify the situation. We consider this matter resolved, as we have reimbursed the customer for the cost of the second opinion and addressed his concerns.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22942758
  
  I am rejecting this response because:
  

  I contacted the technician on 2/10 and the company on 2/12. The refund they processed was for $40 and it took numerous calls and hours to even get this far. I was told I would receive a check and was later told I would receive a refund instead. This is an example of how inconsistent and incompetent Goettl has been throughout this process. The photos shows numerous calls and texts to the technician ***** and the company.

  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 02/26/2025

  Thank you for reaching out and sharing your concerns with the refund. We understand your frustration and appreciate the opportunity to address this matter.
  
  We want to assure you that your refund has been processed on our end. However, as financial institutions may take 1-2 billing cycles to reflect refunds on your payment method, we recommend waiting until your next billing cycle to confirm the transaction.Since your resolution request was rejected within a week of processing the refund, it is possible that it has not yet been posted by your financial institution.
  
  Please note that the refund timeline is fully dependent on your financial institution, and we do not have control over how quickly it is reflected in your account once processed. If you do not see the refund after your next billing cycle, we encourage you to contact your financial institution for further clarification.
  If you have any additional questions or need further assistance, please feel free to reach out. We appreciate your patience and understanding.

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22942758
  
  I am rejecting this response because:

   The misrepresentation of the timeline was completely ignored in the response and the solution presented becomes more and more insufficient as the days go by without reimbursement. I would like to receive a check covering my diagnostic, time without heat and time Ive spent attempting to compel Goettl to adequately rectify the situation. An apology and acknowledgment of the lack of customer service would be nice too.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 03/03/2025

  Hello BBB partner, 

  The refunds for ****** *. were processed on 2/14/25, in a total of ******. Please see attached refund invoices. (There will be two more messages with the remaining invoices)

  Thank you!

   

  

  Business Response

  Date: 03/03/2025

  Hello BBB partner,

  Please see attached for ****** *. refund invoices. (One more invoice coming after this message)

  Thank you,

  

  Business Response

  Date: 03/03/2025

  Hello BBB partner,

  This is the last invoice for ****** *. 

  Thank you

  

  Business Response

  Date: 03/03/2025

  Hello BBB partner,

  Correction: We have refunded and sent over the invoices and the total refund is $189.50. All invoices are correct. 

  Thank you! 

  

  Business Response

  Date: 03/03/2025

  Hello,

  Thank you for your patience regarding your complaint. I wanted to confirm that a refund of $189.50 was successfully processed on February 14, 2025.
  For your reference, I have attached a screenshot showing the invoice numbers, refund date, and the total refunded amount.
  Please let me know if you need any further information or assistance. We appreciate your understanding and value your business.

  Best regards,

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22942758
  
  I am rejecting this response because:

   These are the only two credits Ive received and once again Ive had to argue with you all to this point just to get what you all promised. I would like a check covering the diagnostic as well as my time spent trying to resolve these issues. 
  
  With grave disappointment,
  
  ****** ******

  

  Business Response

  Date: 03/12/2025

  Dear ******,
  
  We appreciate your continued communication regarding this matter. We want to reiterate that we have fully complied with your requests and have provided all necessary documentation confirming the processing of your refund.
  As previously stated, the timing of when the refund appears in your account is entirely dependent on your financial institution, and sadly we have no control over this process once the refund has been issued.
  At this time, we consider this matter resolved on our end, as we have fulfilled all obligations and provided all relevant documentation. If you have further concerns regarding the timing of your refund, we encourage you to reach out to your financial institution directly.
  
  Thank you for your understanding.

• Initial Complaint

  Date:10/28/2024

  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.

  Geottle replaced my air conditioner 3 years ago still fairly new system. I had a leak in my roof from there installation. First team inspected the problem attempted to patch roof only to rout the water to major problem zones. Our leak at first was in a hall way closet, after the first attempt in patching the problem was moved to a bedroom closet. The third attempt in patching the roof lead to my sons room being completely destroyed. The whole bedroom ceiling leaking the hall way and closets also leaking. Needless to say major damage. This isn't to say that Geottle hasn't done anything to they did replace the drywall. However this dose not replace my son clothing bed and flooring even a celling fan replacement seem to be to much to ask for. Im currently still paying Geotlle for services that I believe must be renegotiated.

  

  Business Response

  Date: 12/04/2024

  We appreciate the opportunity to address this matter. Upon reviewing our records, we found that this situation was handled last year, and the customer was informed at that time that we would not cover the costs for clothing, a ceiling fan, or flooring damages. Below is a timeline of events detailing the actions taken:

  
  Unit Installed: In 2022, we installed a gas pack rooftop unit at the customers property.
  8/20/2023: We responded to a roof leak complaint.
  8/31/2023: Our supervisor inspected the roof for the reported leak and assessed any damages.
  9/1/2023: A temporary seal was applied to the roof to address the issue.
  9/5/2023: We returned to permanently seal the leak.
  9/20/2023: The drywall was repaired.
  9/21/2023: The roofing company, H&M, conducted further work on the roof.
  10/25/2023: We replaced the lost insulation and rehung the ceiling fan.
  Throughout this process, we have worked diligently to address any issues with the roof and surrounding areas caused by the leak. However, as previously communicated by our former Operations Manager, *****, and the Vice President of Operations, damages to personal items such as the bed, clothes, and flooring were not covered under our responsibility. The customer was advised to address these matters through their insurance provider.
  It is also worth noting that since addressing the roof and leak issues, we have performed additional work in the customer's home unrelated to this matter, and no further communication regarding these concerns was received in over a year.
  We believe we have acted in good faith and resolved the issues within the scope of our responsibility. If there are any further questions or concerns, we are happy to discuss them further.

• Initial Complaint

  Date:10/21/2024

  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.

  I called the company to fix an issue in one of pipes home and the attached report was sent to me which I had to present to my HOA. Company need to train their tech how to keep a professional tone while writing a report. The above *** was sent to the company. ********************************* and Unprofessional Conduct I hope this message finds you well. I wanted to address the report you submitted following your visit to my property. While I appreciate your effort in diagnosing and attempting to address the issue, I found certain aspects of the report to be unprofessional and frankly disrespectful.Your statement that I "dont want to go the extra step to solve the problem" is dismissive of my valid concerns regarding the cost and solutions available. Its important to maintain a professional tone, and making assumptions about my willingness to resolve the problem was uncalled for.Additionally, your comments regarding the arrival of another plumbing company, Vegas Valley Plumbing, were out of line. Sharing information about other companies is not your business and should not have been mentioned in the report.The lack of professionalism displayed by the technician, as well as the apparent lack of training to maintain a respectful and professional attitude toward clients, is concerning. Its disappointing to see that such behavior is tolerated, and I hope this feedback is taken seriously.I would appreciate it if future communications could remain focused on the technical aspects of the service and possible solutions, without personal opinions or assumptions.Thank you for your understanding, and I look forward to resolving this ********** regards,

  

  Business Response

  Date: 10/31/2024

  We have spoken with the customer today to address her concerns and expressed appreciation for her feedback. We informed her that, upon reviewing her ticket, We identified similar language and used it as an opportunity to conduct a comprehensive review with all managers, both service and installation, to clarify standards for job summaries. We emphasized our commitment to documenting facts rather than opinions and apologized for any shortcomings in meeting that standard. The customer mentioned requesting a refund but had not yet received it. We assured her that someone from our team would follow up to process the return of her $80 fee. The refund has been processed.

• Initial Complaint

  Date:10/04/2024

  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.

  On 07/18/2023 my husband and I contacted Goettl Air Condition and Plumbing Co. located at ****************************************************************************************. Our 5 ton ac unit had stopped working suddenly. , and we made an appointment for a techinician to visit our property to diagnose the problem. The findings resulted in the replacement of 2 new acc units, after being told by the Technician ***** ******* that the smaller unit was on it's last leg and he was not sure if it would hold for another week or a month. My husband and I agreed to have both units replaced, and was told the 5 ton unit would cost $21,000.00 and that the 4 ton would also cost $21,000.00. We were extremely surprised at the cost and we informed *****. He then gave examples of other homeowners that had to pay the same amouunt due to Covid-19 the prices had increased, and that this is the correct prices in the ********************************* and surrounding areas. We also asked if they Installed other brands namely, *****, ****, Carrier or Lennox ac units. He , they only install ******* ** units. His manager called us after we agreed to purchase the units, and we paid $12,000 by personal check as a down payment and he financed the *** of $29,000.00 with **************************************** and ****************** for us to pay a monthly amount of $415.90. He also sold us a membership of $22.95 monthly. On 07/19/23, both units were installed by Goettl. My husband and I called 7 aircondition companies in Las Vegas, and was quoted $8,000-$11,000.00 for a 5 -ton ac unit with split gas system with full parts, labor and installation. In addition the maximum charge would be $14,500.00 for a Lennox including parts, labor, installation. We sent a letter to ******* on 8/01/2023 by ****** attn: ******* *******, Director of Operations, and confirmed it was received. No response in writing was received. We feel this is deceptive and unfair business practice, and we were grossly overcharged. We requested an itemized breakdown and was told No.

  Customer Answer

  Date: 10/07/2024

  Attached are additional documents that are relevant to my complaint ID# ********. Thank you.

  

  Business Response

  Date: 10/17/2024

  Thank you for bringing this matter to our attention.

  
  In the state of Nevada, once a contract is signed, it is legally binding. Each business has its own overhead costs and inclusions, which are reflected in their pricing. We want to emphasize that there was no deception involved in this transaction. The price the ******** family paid was consistent with the pricing offered to all customers, and there are no hidden fees or charges.
  Additionally, the ******** family is covered by the warranty included with their purchase, and we are committed to providing ongoing support for any future needs related to their HVAC equipment. We take pride in offering quality service and are dedicated to assisting our customers throughout the lifespan of their product.

  
  We appreciate the opportunity to clarify this matter and remain available to address any further questions or concerns.

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22377850
  
  I am rejecting this response because: : We have not received an itemized statement of charges showing how the business arrived at the cost of $41,000.00, after several requests by phone with Goettl customer service department.  All the research has been done, the cost of the units remains astronomically high and do not match the ongoing market prices from many examples given by well-known air-condition companies in the entire Las Vegas area. In addition, the model ******* is not a top of the line, compared with a Lennox of the same size. This was all explained in our letter to Goettl ***** on 08/01/23 which was never responded to, until now. We did another research on cost, and we were informed by ********** that a ******* 5-ton AC unit, 16 seer split gas system cost is $2,680.00 without ****** addition, to add insult to the injury, on 08/02/24 after the 1st year of inspection and maintenance done by a technician from Goettl, we were informed that both units were pulling ***** amp higher on in-rush current than were rated for, on their LRA, and that we need to purchase 2 starter kits, a total of $1,105.94 and was given an invoice.  We were shocked at this request after having both ac for only (1) year, so we called the office and spoke with a manager who then informed us after a lengthy conversation, that they would replace the starter kits at no cost. This would never have occurred if we did not call the company. This was another attempt by Goettl to charge us for faulty capacitors.This is deceptive, unfair business practices, and it does not show in the contract why we would have to pay for these starters. In reference to your overhead costs, a consumer is not responsible for overhead costs for e.g.,advertising, business, payroll, licensing, or accounting fees. Secondly, the manufacturers warranty is covered in the cost of the units which included 2 yrs. labor, 10 yrs.mfg. parts, 10 yrs. Compressor, and 20 yrs. ***. heat exchange warranty. This contract remains in dispute because we were overcharged for these units. We were nickled and dimed, and no itemized billing has been received. Mr. ****** ******** and ***** ******* said you run a (one price invoicing model) so customers are not nickled and dimed, when we asked for an itemized bill.  This is unacceptable, we have the right to know what we are being charged for. The price of the units was quoted by your technician *****, and after we asked him why the charges were so high, he said these prices were correct, compared to other companies.  That is inaccurate, but we only found out after entering a contract. We feel as senior citizens, that Goettl employees took advantage of us, and due to the excessive heat, and the largest unit was inoperable, and were informed the smaller unit was on its last leg, we had no choice but to enter a contract to be able to afford these 2 units, unknowingly what the true costs were on the market. We are requesting that the contract be amended to reflect the true value of purchasing and installation of these 2 ac units, and to adjust our bill accordingly. We are very disappointed in the way this matter was handled, and our experience with Goettl ****** has been very negative because of all of he above mentioned problems which is ongoing, and we ask that you kindly rectify this problem.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 11/07/2024

  Thank you for bringing this matter to our attention. We take pride in providing our customers with transparency and a fair pricing structure.

  Regarding the complaint, we would like to clarify that the price of $41,000 was presented upfront and included two air conditioning systems, along with the upgraded models the customer chose at the time. There were less expensive options available, but the customer specifically opted for the upgraded units. This price is our standard flat rate, which applies to all customers and is not an escalated or inflated cost. We regularly compare our prices with other major businesses in Las Vegas to ensure we remain competitive and offer a fair rate.
  

  Additionally, we provided the customer with ample time to review and make an informed decision, and they explicitly chose to proceed with our services, as stated in their review. We understand that the customer may now be experiencing some buyers remorse, but we firmly believe that we have acted transparently and ethically throughout the entire process.
  We regret that the customer is dissatisfied, but we stand by our pricing and service. If there are any further concerns, we are happy to address them.

  
  Thank you for your time and consideration.

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22377850
  
  I am rejecting this response because: Your company still have not provided us with the (1) request for a copy of the Itemized bill to show how you arrived at these astronomical costs for 2 air-condition units of different tonnage, and yet you stand behind your services as advertised, and you claim to be transparent? We do not have buyers remorse; we are simply requesting that you review this contract carefully and adjust it according to the true value of the units. We were not told of any upgrade by the technician or requested one. We have bought units in the past from different air condition companies, and currently no air condition companies have requested the customer to upgrade any purchase. Your technician quoted the price of $41,000.00 mentioned in the beginning of the conversation. He confirmed that was the cost, and we believed and trusted him, only to discover that the units do not value what we were charged. (The proof has been provided). His manager spoke to us by phone and we in turn would never ask him to do an upgrade because only your employees would have knowledge of an upgrade, not the consumer. The technician then provided us an IPAD to sign the contract, and a copy was emailed to us. No breakdown was shown in writing of these upgrades you are referring to. In addition, your company sold us a membership after we signed the contract. We feel that there is a huge disparity with the price of these units based on what other companies are charging throughout the las Vegas area. This is unfair to us as consumers ,and we feel that our complaint has not been addressed appropriately. We do not agree with your (one price invoicing model). In addition, we feel that this is deceptive pricing, and as result the Contract remains in dispute.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 12/09/2024

  Thank you for your feedback. As we mentioned previously, we operate using a flat-rate pricing structure, and as such, we do not provide itemized invoices. We also understand that other large companies may offer similar or even higher pricing.
  In regards to the *********** we have a recorded phone call where we presented two more affordable options. The Shephards ultimately chose the higher-priced, three-star system. It's important to note that many companies initially quote their most basic system to secure a deal, which may not always provide a full picture of the available options. We stand by our pricing and the options we provided, all of which come with warranties. We remain committed to serving the Shephards and ensuring their satisfaction, as long as they continue to allow us to do so.

• Initial Complaint

  Date:09/30/2024

  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.

  This is a copy of the ****** review that my wife submitted with the details. They reached out but are unwilling to discuss refunds or proper compensation. Their only offers are keeping us beholden to the company and we cannot trust there shady business practices. //Goettl agreed to ******************************************************************** May of 2019; but there is no 10 year warranty because the unit was never registered. *Labor fees are ASTRONOMICAL:-$1500 to replace a capacitor (remember - the part is under warranty and does not cost me anything)-$423 to REATTACH the condensate line pipe -$1400 to add 3 lbs refrigerant and UV Dye. *They do NOT try to diagnose the problem: Claiming a need for UV dye with a 5-6 week wait-and-see approach when there are hand-held sensors that will screech if refrigerant is leaking*They stopped providing invoices for work done or estimates *They cancel appointment requests within a few hours to 1 minute of confirmation texts **They are not available for the Biannual rejuvenation unless you schedule months in advance -If you can schedule they will cancel it. ******* Membership is a waste of money-app is slow to provide information -Breakdown Risk Level is perpetually PENDING-If you receive an Alert of a possible problem and you acknowledge it and request service - the request is canceled and alert removed-The chat bot is NOT user-friendly-asking yes/no only questions that are too technical and do not make sense-The credits you build up are not usable on service or labor - only for purchases of new systems- I received a call at 5:00 PM stating on the way shortly - I called back at 8:00 PM to be told they sent the tech on another job and then was asked if we still needed the service call. The poor technician did not arrive until 11:30 PM - and he looked like he had been dragged all over town, all day, with no break.

  

  Business Response

  Date: 10/10/2024

  Dear BBB, we have been attempting to resolve this with the customer since August of 2024.  We have acknowledged that as a result of an administrative oversight, the **** unit they purchased and had installed on 5/11/2019 was not registered for the extended (10 vs 5 year) parts coverage the customer references.  Due to the age of the equipment in August 2024 (over 5 years) when this was brought to our attention, we were unable to secure an extended warranty through the manufacturer or a third-party.  Again, acknowledging our mistake and trying to do right by the customer, we offered to cover the equipment in-house for the full 10-year term (Parts & LABOR [which is normally covered for only 2 years regardless of registration]).  The customer, insisting she did not want to do business with us anymore, rejected our offer.
  
  Understanding the customer needed to have a repair performed that would have been covered under the 10-year PARTS coverage, I am still willing to offer the 10-year P&L coverage AND reimburse the customer for the difference between what they paid to the other contractor and what she would have paid to us for the same repair,which is approximately $1,200 (and I would round that up to $1,500 for the inconvenience).
  
  

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22355411
  
  I am rejecting this response because: the trust is gone; we should not have to be beholden to their company for another 5 years because of their 'oversight'. In our last conversation with Goettl, we did reject the offer for this reason of having to be stuck with only their services which are over-priced, unreliable, and we do not trust that they will actually cover any repairs (at least not without first fleecing us financially). In our last response to Goettl, we stated that our requirement for solution would be a full refund of the purchase of the unit and cancellation of the ***** Membership program with no cancellation penalties, or they could provide us a reasonable counteroffer. They have not responded since. 

  We realize that we have had the unit for 5 years before having a problem, however, we would not have purchased this unit from Goettl (or anyone else) without an extended warranty. We feel we should receive proper compensation for not having the necessary 'safety net' of a warranty. We would be willing to accept a pro-rated refund of the **** unit, plus the monies paid to the other company for the repair (which **** from Goettl stated he would cover in a phone conversation, but now writes to cover only the "Difference"), and cancellation or the ***** Membership program with no cancellation fees and return of paid premiums since this issue began. It is our hope that this can be resolved and we can avoid legal action.

  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 10/29/2024

  We have been responding and have tendered what we feel is a fair and equitable offer.  To expect that one would receive an entire HVAC system free-of-charge due to an administrative oversight is simply unreasonable.  Although our offer was rejected, it stands. 
  
  Sincerely,
  
  GM, Goettl Phoenix

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair 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.

  New Air Conditioner was installed, but has not passed City of Phoenix inspection and I am unable to get assistance from the company. City of ******* is requesting $150 to come out again (4th time) and Goettle will not pay this fee or provide an alternative solution to me.

  

  Business Response

  Date: 09/17/2024

  We have contacted the customer and let her know the inspection is set up with the city  of ******* and all three issues with the unit were taken care of. 

  Customer Answer

  Date: 09/18/2024

   
  Better Business Bureau:
  
  I have received the completed City of Phoenix approval in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Thank you so much for your assistance in this matter. 
  
  Sincerely,
  
  ***** Line

• Initial Complaint

  Date:09/09/2024

  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.

  I purchased a service plan with Goettl for $19.95 a month. That was suppose to provide service to my air conditioning, heater and water heater. Well weve been cancelled and rescheduled three times and when my AC stopped working they arent able to come check my AC for a week. When I tried to cancel the plan they said we would be charged $120. Its very frustrating and unfair. Thank you,*** ******

  

  Business Response

  Date: 09/17/2024

  We contacted the customer and will cancel their membership with no fee. also offered free maintenances for a year.

• Initial Complaint

  Date:09/04/2024

  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.

  the last time tech, came out. did not clean out coils or drip line for condenstation or the pan all, screws on the one side are missing. also drilled three quarter inch holes on both sides of dust work, letting in water dust, dirt. this unite is only 5years old looks like its 20yearsold.

  

  Business Response

  Date: 09/14/2024

  Customer was contacted and we addressed the complaint. Customer is satisfied with the resolution. 

• Initial Complaint

  Date:08/19/2024

  Type:Sales and Advertising 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.

  On April 15, ****************************************************** from their mailing list to stop unsolicited mail from being sent to my home address, but I am still receiving it.

  

  Business Response

  Date: 08/23/2024

  A message has been sent to you Marketing team to have her removed from our mailing list. 

  Customer Answer

  Date: 08/26/2024

   
  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.

  I will also monitor to ensure that I do not receive any further marketing mailers from the business and should that not be the case I will then reopen the case.

  Thank you,

  Sincerely,
  
  *************************************

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair 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.

  We have been a ***** Club Member since June 2022. Membership was $46.95/mo until November 2023, it increased to $59.95/mo which is what we currently pay monthly.12/2/2023 - Goettl came out to perform, what I believed was going to be, the seasonal heating rejuvenation service (Inspection/Preventative tune-up service per contract) and to install new Smart AC sensors on our HVAC units and vents. I asked the tech if everything with the units is working fine (assuming they performed the 6-month seasonal service) and he said that everything was working great. No issues according to him.7/2/24 - I called to schedule the seasonal cooling service (normally, I never have had to call up to this point; they would just call us as a reminder to get the service done) and was also informed that the last rejuvenation service was in July of 2023. They confirmed that no service was performed in December 2023.7/5/24 - nobody showed up for the cooling service as scheduled; Goettl canceled via text message during the appointment window stating their was a high demand for technicians due to the heat wave. Our service was not a priority for them.7/30/24 at 1:50pm - I called to reschedule for cooling service and to ask for an account manager or supervisor to call me back about a refund for the lack of heating service on 12/2/23. No one called back. However, they set us up for a cooling rejuvenation service for 8/22/24 (I will cancel this appointment). 8/2/24 at 11am - I called again asking to speak with a manager. Again, no one calls back.8/5/24 at 1:11pm - my husband and I called again to speak with a manager and about canceling our membership due to lack of services and breach of contract. A ****** assured us that a manager would call us within minutes given the seriousness of our protracted issue. She also said only one of the 4 calls I made to Goettl had been notated in our account with no specifics.We are asking for a refund for the last 13 months for breach of contract.

  Customer Answer

  Date: 08/16/2024

  I was able to speak with Tawny at Goettl on 8/9/24 and she agreed that we were not informed of any changes to the ***** Membership. Therefore, a refund for 8-months worth of monthly dues was refunded to us on 8/14/24 totaling $479.60 which I found to be very fair. In addition, the rejuvenation/tune-up that we didn't receive back in December 2023 will be made up for on 8/22/24 which is also when all of their installed sensors will be given back to Goettl on that day. This case can be closed as resolved in the meantime.