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:06/02/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Romanoff visited our home last week (5/26/23) to check and see if we would be able to add an additional outlet in the garage. The representative was out for 5 minutes, confirmed this would be workable, and quoted us $450 for the job. He then requested we pay $150 for a service fee. When questioned, he stated they charge $150 per hour they are out, however this man was only at our home for 5 minutes and did nothing besides offer a quote. We were not made aware of any service fee when calling to schedule, or before the quote was given. We did not sign any paperwork saying we would agree to this. When refusing to pay, the employee left but we did receive a bill in the mail on 6/2/23. To close this situation, we are simply asking this bill be void as we did not sign anything stating we agreed to paying an hours worth of work for a 5 minute visit/quote.

• Initial Complaint

  Date:05/26/2022

  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.

  In mid February 2022, we closed on our new home build by ****** ******** ** ***** ******** ***  Around late April, we noticed that the AC unit did not work (it did not cool the home). ****** ******** contracts this the Romanoff Group to install and service the units placed on their new homes, and their contact information was supplied to us as they hold the warranty on the unit. We called the number given to us, and a technician was sent to our home at that time. The technician told us that the unit had never been charged, loaded it full of a charge, and left. About three weeks later, the unit stopped cooling the house again. A technician was sent out, and we were told by that technician that the unit was damaged at the factory and needed to be completely replaced. He told us that a coil in the unit was leaking oil and that the only fix was to replace the unit at that point. The unit had also lost its charge again. He filled the unit again, told us that the company would be in touch with us to schedule the replacement unit install, and left. The next day, we heard nothing from the Romanoff group. We called and were told at that time that the technician was wrong and that they'd only be replacing the coil. They stated that the company that they got the unit from Lennox, refused to replace the unit. The service manager, Mr. **** stated that he was awaiting the coil, would have it in Wednesday, would check it to ensure it was correct, and would install it Thursday. Today, Thursday May 26th, a technician came out to fix the unit. He knocked on our door about an hour into the job and informed us that Lennox sent the wrong coil. He could not tell me what would happen now. I am without a working air conditioner in the height of the NC summer, with a dog and two elderly parents. This is unacceptable. The product is busted, under warranty, and somewhere between ****** ********, Romanoff Group, and Lennox, we are being refused a replacement.

  Customer Answer

  Date: 05/31/2022

  Please note that the complaint referenced here has been resolved. The
  company has given us a replacement AC unit. Please close the case. Thanks
  for your help!
  
  ******* ****