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Complaint Details
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Initial Complaint
09/13/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
August 8,2017 I had a central air conditioner installed by Steve's heating and cooling. I didn't really run the unit that summer because it was cool enough to open the windows. The following year, I noticed it wasn't really cooling down my house but I thought it was a fluke because it was 90+ and humid out. The following year, same thing so I then called Steves. The lady told me a bunch of tips to do so I did them but then it got cooler out and the windows got opened once again so I didn't notice if the tips really worked but then the 4th year, same thing.. I called again.. The lady told me to get a humidifier. I said are you sure not a dehumidifier and she was atimate about it so I did get one but didn't get a chance to use it because WNY weather, it cooled down again and I love my windows open. This year. same problem except it was warmer inside my house this year than outside. I called.. The lady started with her tips again. I said lady, I want a service visit like I wanted 3 years ago.. im done listening to your tips. She finally scheduled one and they came out, cleaned the unit, and injected a dye into my lines, also added freon 3 times which the unit is only 5 years old.. thats unheard of that it needed freon.. A bolt ended up being loose in the furnace so they tightened that. A guy went under the mobile home and said nothing seemed to be connected. The old AC unit was still connected, thats why I wasnt getting it to cool down. Only half of my house was actually cooling. I called Steves. He told me he does not work on mobile homes but yet, Hes the company that installed this. They should have came out and fixed their problem. Instead he refused and told me hes done with me. to find someone else. I paid 2,725.00 for the unit and for it to be installed. They told me then that they disconnected the other unit but **** had just came out and verified that it was still connected and the cold air was cooling the outside and not my house. So Steves did a half job!
Business response
09/18/2022
On September 14, 2022, Steve"s heating crew went to ******** ***** residence to look again at the system and the flex tube that was still hooked up to her main duct work from the old air conditioning system. We removed it and installed a 12" cap to stop air from going out from new system system. Pictures were obtained from under the trailer home to show the home owner what exactly was done and she was happy with results.
Customer response
09/19/2022
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Yes, Steves did come out and FINALLY fix the problem that they should have done 5 years ago when I got my new air conditioner. It only makes sense to cap the old unit which they told me they did in the first place so they lied about the work they did. It took my writing to the BBB about it and a diagnoses from another company and In the mean time, Hundreds of dollars wasted on electricity and my house not cooling down at all, the aggravation of it all, Steve telling me he doesn't work on my type of home when he installed the AC unit himself and him getting nasty with me about it and 3 service calls later, they installed freon 3 times too because a bolt was loose in my furnace also leaking. and I didn't even get an I'm sorry from Steve about all this after complaining for 3 years about issues and this whole summer long. So no, im NOT happy with the results.. Im just happy it got done, finally!!! I even paid the service bill and for the charge of the freon which I have never in my life heard of a 5 year old unit needing freon. Get your act together Steve. I thought you were a reputable company. Thats why I hired you in the first place. If I would have known, I would have saved my thousands!!!! Regards, ******** *****
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1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.