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:08/30/2024

  Type:Product 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 9/8,24 contracted with *** to fix a 9 yr old 3 zone split unit, that had stopped working. Service visit cost $279. *** said he had to add 2 lbs of refrigerant; 2 yrs prior another company had added a similar amount. He said it indicated a leak. After checking he identified the issue (thermistors needed ***lacing). ****, he did not detect a major leak, but to locate it would require additional staff, effort & costs. I paid ($646.39) for service ************ He said I would only pay for parts next visit since I was going to have TFO do the ***airs. Service fee would go towards the labor cost. The next day I received a call from the *** to setup ***air appt., was told it would be $655.94 which included labor costs. Disputed this & *** said serviceman had made an error. I did not believe him, serviceman seem to have been with *** for some time. Other companies have same practice. Had them go ahead with ***airs as it was an unusually hot summer. On 8/12 ***air was done by a different service man, paid $655.94. When he left the system was working. On 8/26 system stopped blowing cold air. Called *** they sent a new ***airman who upon inspecting system said all 7 pounds of freon had leaked out. Serviceman seem to have disconected the system as it now is back to how it was before the ***airs. My husband contacted *** & spoke to a supervisor "****" who seemed more concerned with absolving the company of any responsibility. It took 2 yrs for the system to lose 2 lbs but upon them working on it, 2 weeks to lose 7lbs? We suspect they overfilled with refrigerant & blew the system. They have said they will come back just to look. We are of the opinion that they are more concerned with making money as they are always hinting at ***lacing the system which they quoted $27000. Calls to the manufacturer of our sytem shows that splits can last up to 20 years. TFO is quoting $2000 to refill and search for leak. Of course there will be additional labor cost to ***air leak.

  Business Response

  Date: 09/05/2024

  Thank you for reaching out and sharing your experience with us. We apologize for the inconvenience and frustration you've faced throughout this process. Your feedback is important to us, and we want to address your concerns thoroughly.
  
  We understand that the system has had ongoing issues over the years, which is why T.F. OBrien was called in this year.  During our conversations with you, both over the phone and with our technicians, the system has had a leak and needed refrigerant over the past few seasons. As leaks in ************ tend to worsen over time, its critical to locate and repair them promptly. On 8/7/2024, we added refrigerant to your system and recommended an electrical repair, on 8/12/2024 we returned to perform the electrical repair, checking the system temperatures to ensure everything was functioning correctly. At that time, the system was working as expected.  It was a surprise to hear 15 days later that the system was no longer blowing cold air. Upon inspection, our technician discovered that the system had completely lost its refrigerant, which suggests that the leak has now progressed to a complete failure. We recommended performing a leak search to identify the source of the problem, but this was not pursued. During the visit, you mentioned that the system had been troublesome for years and that you no longer wished to invest further into it.You also expressed interest in adding additional heads to the system to provide cooling to other areas, which led us to schedule an appointment for a free estimate.
  
  Based on our experience we have found that systems in your condition last for about ***** years after which ongoing repairs may no longer be cost-effective compared to a replacement.  Proper maintenance and timely repairs can extend the lifespan of an HVAC system, but we have no records of maintenance performed on this unit prior to our involvement.
  
  *********************** was brought in to assist with diagnosing issues in a nearly decade-old system and after adding refrigerant and completing an unrelated electrical repair is now being blamed for years worth of problems.  While we regret that the system has lost its refrigerant charge, this is part of a longer-term problem that predates our service. We had an appointment scheduled with you on Thursday August 29th with our Field Supervisor to take a look at the system but you cancelled the appointment and hung up before it could be rescheduled for a time that we were both available.   We have tried to call you to schedule a follow up visit for a Field Supervisor to stop by but unfortunately have not been able to get in touch with you on the numbers that are listed. At this point we have made several attempts to get back to your home to help find solutions to the issues, but have been unable to make further arrangements. 

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: The business describing the system as having a history of problems is an exaggeration of what I said. The system is 8 years old and we have had to add refrigerant twice. Two years ago and two years prior to that and for both instances around 2 lbs. Secondly, my considering ***lacing the system was based on what I was told by the first *********** He said the cost to search and ***air a leak would be significant "as much as $3000 to $4000 and there was no guarantee that it would last. He also said my system generally last for around ***** years.  I later found out that the company that makes my system gives them a lifespan of 20 years. Thirdly, I told the *** who called to set up a second visit that week that I could not take time off twice in one week but would be home on the Friday could it be moved to that day instead. He said no and that I would have to wait until the following Tuesday to call back to see if they had availability. It was clear to me that I was not a priority. So I told him ok and ended the conversation. Fourthly, a new issue has arisen with regards to their business practices. My initial search for this company was on ****** where they had glowing 5 stars reviews. After my experience I was told by friends to check "****." I did and found numerous 1 star reviews. There was one complaint submitted July ******************************** a town approximately 5 miles from where I am. The complainant had an issue with a leak in a split unit and was told that it would take 2 technicians, I was told the same. She was told it would be $500. Interestinly I was told It would be $1100 on August 26, 2024. Why the difference in the price for a similar service. It begs the question, is their pricing policy based on race? That customer profile picure is that of a caucasian, I am a person of color. Furthermore, having read the reviews on **** I am even more convinced they are responsible for the rapid leakage. At this point I have no interest in doing further business with such a morally bereft company that will stoop to misquoting a customer and lie by omission to save face. This was the general theme for the reviews on ****, many of which were very recent. I feel it is only fair that be I refunded less the cost of the Thermistor that they claim they ***laced.

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:10/03/2023

  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.

  They came the tech didnt have the required ladder needed to the roof . I borrowed a ladder while on the clock . My drone shied the tech on the roof tanning . Came down telling me I need a new unit . I caught him on the phone with his office planing How to sell me a new system. Shame on you . They took my check and ran

  Customer Answer

  Date: 10/03/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************