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:09/09/2024

  Type:Order 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.

  March 2024 I hired them to remodel a small laundromat they completed the job in Sept 2024 the job was to take 4 weeks but took them 6months. Estimate $21541.20 charged $31387.09 without any approval. Charged for items not used or not approved. They did what they wanted when they wanted then demanded I pay for it. Alot of the work was done 2 or3 times causing extra labor and materials costs. Demanded payment before finishing or correcting mistakes after I paid them it was a month before they came back. Didn't follow instructions and cause my tenant to close her business for 3 days. I still have unresolved problems, ductwork unsecured, uninsulated, water heater I never wanted, hole in wall with random pipe sticking out, under bathroom sink not covered, damaged to wall by spilled glue. They just showed up without notice and wanted in, I was 6 hrs away in another state. They decided the job was done and sent me another bill. I have estimate, bills and photos to support this.

  Business Response

  Date: 09/17/2024

  I am writing in response to the complaint submitted by **** ******** regarding work done at his laundromat in *********** ****. We take all customer feedback seriously and appreciate the opportunity to address this matter.

  1. Summary of the Complaint

  As per your email the customers complaint is as follows…

  “March 2024 I hired them to remodel a small laundromat they completed the job in Sept 2024 the job was to take 4 weeks but took them 6months. Estimate $21541.20 charged $31387.09 without any approval. Charged for items not used or not approved. They did what they wanted when they wanted then demanded I pay for it. Alot of the work was done 2 or3 times causing extra labor and materials costs. Demanded payment before finishing or correcting mistakes after I paid them it was a month before they came back. Didn't follow instructions and cause my tenant to close her business for 3 days. I still have unresolved problems, ductwork unsecured, uninsulated, water heater I never wanted, hole in wall with random pipe sticking out, under bathroom sink not covered, damaged to wall by spilled glue. They just showed up without notice and wanted in, I was 6 hrs away in another state. They decided the job was done and sent me another bill. I have estimate, bills and photos to support this.”

  2. Our Response

  Mr. ******** originally contacted us in the fall of last year for an estimate on work to remodel a laundromat in ********** ******* *******. Our owner Aaron met with **** and let him know he would need to consult with an inspector as the work would need inspected by the state due to it being a commercial property. Aaron arranged for the inspector to meet with them at the location after another inspection we had in the area for a new ****** ***** location. After speaking with the inspector and Mr. ******** we gave a preliminary estimate on an aspect of the job and waited for additional information from Mr. ********. We were brought back into the fold in March of 2024 when a local construction company we have done multiple commercial projects with began working with Mr. ********. We began working on a time and material basis for plumbing, mechanical, and HVAC for the building. Throughout this process Mr. ******** has unfortunately been very hard to work for due to the lack of communication as well as temperament when faced with the inevitable challenges and obstacles that arise when building. Mr. ******** has acted in a non-professional manner when dealing with our employees both on the phone and in person. At the mid-stage of invoicing in June of this summer Mr. ******** slandered us on social media showing the same type of pictures he sent with this complaint. He did this knowing full well the work was not complete but portrayed it as so. We almost cut ties with him at that point but felt a responsibility to complete the work, so we chose to continue working with him if he removed the posts. Work was completed and the final plumbing inspection passed as expected. We completed the HVAC work as described to us by Mr. ******** to ensure functionality of the HVAC system. Mechanical prints were never furnished or drawn for this job. At the final building inspection, the Ohio state inspector stated that the architect and owner should have had blueprints drawn and mentioned to us multiple times that Mr. ******* had lied to them from Day 1 about this project. We are a small company that strive to do the best for all of our customers, both residential and commercial and have a stellar reputation within our tri county community. Below please see responses to issues addressed within the complaint.

  For example:

  • Issue 1: The job would take 4 weeks but took them 6 months
    Response: This job was to be done in multiple stages by different companies. Unfortunately, Mr. ******** did not have a general contractor, so we relied on waiting on updates from Mr. ******** or contacting the other companies working at the site for progress updates. As a plumbing and heating company we will at times be waiting on the construction crew, electricians, etc. to engage the next step of the job. On multiple occasions the other crews had pulled off the job for various reasons including non-payment and mistreatment by Mr. ********.
  • Issue 2: Estimate $21541.20 charged $31387.09 without any approval.
  • Response: As with all our estimates Mr. ******** was informed that all agreed to estimates require an approximate [50%] down payment to be processed initiating the project which will be used for material purchase and upfront cost. The nature of this project was based on a time and material basis, which means actual costs may vary depending on the scope and requirements as we progress. He was informed at the appropriate stages on cost and always knew where we stood. After stage 1 of the project, he was made aware the remaining balance would be due upon completion of the next job stage. He was informed and acted accordingly while securing additional financing as he stated on the phone to me that his project was “going over his budget in all areas”.
  • Issue 3: Alot of the work was done 2 or 3 times causing extra labor and materials costs.
    Response: We admit to having one instance where a new hire did plumbing work on the boiler that was not to the standard of our company or the customers expectation. In this instance the work was redone, and labor and the second set of materials were covered by A/C Plumbing, Heating and Cooling. There is not another instance where work was redone unless plans changed from the original
  • Issue 4: Didn't follow instructions and cause my tenant to close her business for 3 days
    Response: The job required shutting off the water to the building to install all new water lines as well as installing a customer purchased boiler to provide hot water to the building. The tenant in questions only day off was Monday. The water would need to be shut off for multiple days to ensure proper plumbing. At the time the owner had not secured an electrician to wire the boiler so it was determined that an existing small tankless on demand water heater would be used to keep them up and running in the interim. The tankless heater unfortunately did not meet their needs so we plumbed in a 50 gallon electric water heater to ensure she could tend to all of her clients. I spoke with her multiple times during those couple days and she was able to reschedule all of her appointments. We were thanked by the tenant later as this was the best her hot water had ever performed. We suggested the water heater stayed within the system as a backup to the boiler due to the boilers application, but Mr. ******** did not agree.
  • Issue 5: Unresolved Problems
    Response: I had spoken with Mr. ******** on Friday August 30^th that we would be back after the Labor Day weekend to tie up loose ends he was looking to have addressed. These included taking out the previously mentioned water heater, measuring for an additional add on under sink security cover (ADA cover already passed final inspection) as well as flush cutting and plugging a test tee sticking out of the wall that was required by the state for final test. I mentioned Tuesday or Wednesday as after the long weekend as we were bound to have emergency calls to run on Tuesday, which we inevitably did. When our technician arrived on Wednesday morning the shared key for entry we had been removed. Our technician walked over to his tenant to see if he had left the key with her. She did not have entry, so she called Mr. ******** with our technician, and he stated over the speaker phone that he didn’t know what to tell us, the job was to be done by September 1^st. At this point we considered the job complete and that he was no longer in need of those 3 concerns. The majority of pictures sent in the complaint were taken at random times through the months when Mr. ******** stopped in before the job had been completed. These pictures are being presented out of context of reality.

  We hope that this explanation clarifies the situation and demonstrates our commitment to addressing and resolving customer concerns. We are dedicated to providing excellent service and ensuring customer satisfaction.

  Thank you for your attention to this matter. Should you require any further information or wish to discuss this in more detail, please feel free to contact me directly at ************

  or **************************

  Sincerely,

  Jeremy L***

  General Manager

  A/C Plumbing, Heating and Cooling

  Customer Answer

  Date: 09/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The response to this complaint does nothing to resolve it please see attachment for full explanation. A/C Plumbing is not taking responsibility for any of their actions. The building does not pass inspection and all parties have been paid.
  
  Regards,
  
  **** ********

  Business Response

  Date: 10/09/2024

  This matter of failed inspection now lies with the ***** ** **** as explained in our previous response to the Complaint. A/C Plumbing, Heating & Cooling is not responsible for the failed inspection.

  Jeremy L**** General Manager

  Customer Answer

  Date: 10/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This response is just another lie in a long list of lies by them. I wish to send this to mediation as they are not accepting any responsibility .

  Regards,
  
  **** ********