ComplaintsforLogan AC & Heat Services

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a A/C unit and Furnace from Logan on 4/15/22. We noticed within the first year that the system was not adequately cooling the house. In the second year, the system stopped cooling the house and stopped working properly. The technician came out to inspect the system on 5/8/24 and reported that we had a leak and the fix would cost approximately $1200 to over $2000.00 He indicated that the cost was due to not knowing where the leak was. I told him that I would get a second opinion because the system was new and I should not have to pay that kind of money. I contacted another company to check out the issue. He found the cause of the leak near the furnace area and indicated that I need freon in the system for the A/C to work properly. I contacted Logan to inform them of what was discovered and they basically refused to address the issue. They indicated that the most they could do is give me a reduction on the cost of Freon. I was not satisfied with that solution because they were the only company that serviced the unit and should have found the issue before now. According to the other company, after preforming a soft leak test, a nut was found loose on liquid line at evaporator coil. It was likely loose from the installation due to early problems with the unit. I would like LOGAN to service the unit by adding the necessary FREON and reimburse me the cost of having to pay for a second opinion. I don't think that's too much to ask considering the technician should have found it. Thank you for your time. Please see additional documentation enclosed.

  

  Business response

  06/27/2024

  On April 19, 2022, Logan AC & Heat Services installed a new heating and cooling system at **** ******* ****** ******* ***** *****, for *** ******* ******. The installation included a Trane furnace, Trane AC, Trane 202 thermostat, and Trane coil. Following this installation, we made two subsequent visits to the residence: December 27, 2022, due to a No Heat issue caused by a clogged air filter, and May 8, 2024, to address a cooling problem reported by *** ******.

  During our May 8th visit, our technician diagnosed the AC unit and found that only the outdoor unit's fan motor was operational. The technician discovered the compressor was overloaded, and although cycling power temporarily activated the system, it quickly shut off due to low pressure. Further investigation revealed the system was critically low on refrigerant, and the outdoor coil was obstructed with grass. The technician recommended a leak search to confirm the presence of a leak and proposed adding 5 pounds of 410A refrigerant, chemical cleaning of the condenser coil, and enrollment in our annual maintenance plan. *** ****** declined all recommended repairs.

  On June 17th, *** ****** contacted our office to discuss her experience on May 8th. She mentioned having another HVAC company provide a second opinion, which identified a loose bolt causing refrigerant leakage. Although the bolt was tightened by the other company, *** ****** sought Logan Services' assistance in refilling the refrigerant and requested reimbursement for the service fee paid to the other company.

  On June 18th, Logan Services responded to *** ******, declining the reimbursement request but offering to conduct a leak search and providing discounted pricing on 410A refrigerant to restore her system's performance. *** ****** declined these services.

  Since our last communication with *** ****** on June 18th, Logan Services has not had further contact with her until our office was alerted to the Better Business Bureau communication we received on June 26th. We would have been willing to send a technician for a secondary evaluation if *** ****** had raised concerns about the initial visit on May 8th, 2024, to discuss repair options for her heating and cooling system.

  Customer response

  07/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: BBB complaint:
  7/3/2024- It is correct that the technician came out on 5/8/24 as outlined above however, the technician recommended a leak search that he said could possibly determine the source of the leak but that would cost me anywhere from 800.00 up to $2,000+ (with the purchase of a service plan) depending on the problem; yes, the coil was obstructed with grass that needed addressing. We talked about the need to get the grass off the coils and he explained to me how I could go about doing it myself given that I did not want the added expense.  Yes, the system was found to be critically low on refrigerant and the loose bolt was found on the inside pipe near the furnace by the other company. My question is why did the technician not find that issue?  Why in two years was it low on refrigerant when Logan was the only company that serviced the A/C unit since installation in 2022? Was it loose from the installation?
  I informed the technician that I was very disappointed of the outcome of his inspection. He did not recommend that someone else from Logan come out as he told me that he was very qualified to do the job.  It was made clear to me that any additional visits from Logan would result in additional cost to me. He handed me the bill and breakdown of cost should they come back out to fix it; I told him that I would do something, I didn’t know what but I was not satisfied, I told him that I felt cheated and that it appeared that I purchased a lemon product. After finding another company to check things out, I was informed that the unit was low on refrigerant and a bolt was found loose. The technician tightened the bolt and told me not to turn on the unit I get refrigerant.  When I called in on 6/17/24; I requested to speak to the manager.  The receptionist took my complaint and told me she would talk with the manager and call me back the next day.  On 6/18, she called me back to say that Logan would not pay the cost of the second opinion as I should have called them and had someone else from Logan come out. I explained that I did not consider it given the first tech said that he knew what he was doing and that it would cost me for them to come out.  She also said that they would give me a reduced price for the refrigerant; Logan said they would have been willing to send a technician out for a secondary evaluation had I asked but I did not see that as an option given my conversation with the first technician and the estimated cost sheet he provided. I rejected the reduced cost for refrigerant because I thought at the least, it should have been done at no cost.   
  It should be noted that Logan presented as a very professional company.  I selected the company mostly due to advertisement.  My problem is that I don’t think I should have had this kind of problem with my A/C unit after only 2 years.  The problem should have been detected the first time and I should not be faced with the possibility of spending thousands to fix it; it appeared as a simple fix and an oversight on their part!   It was in the 90’s when they were out; too hot for anyone to have to suffer through the heat with a relatively new A/C unit.  I will get the unit fixed and will not use or recommend the services of Logan AC and Heating in the future.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchase a ***** furnace and A/C unit from Logan Services on 11-28-2022 for the price of $12,449.00. Price at signing of contract was $11,999.00 (because one company giving a $250.00 cancell the day before the contract was signed). Is that a bait and switch? We didn’t use our A/C until spring and summer of 2023. When unit was stopping it came to a screehing halt! When first repair man came he couldn’t hear anything. I called again and the 2nd repairman came saying he couldn’t fix the sound but try not to use the unit, but he would have another repairman to come. After taking this A/C unit completely apart “5” (five) times, it still screehes. Why couldn’t Logan Services replace the unit, send it back to *****, but no! Every time they worked on the unit afterwards they ran the unit for hours. What Logan is telling me, they can’t replace a piece of junk and now no warranty, nor do they care anything about the electric bill! Someone from ***** is coming May 17th. I don’t want this unit its just junk. But they didn’t understand this. I really think they are taking advantage of elderly people, we are 83 and 85. Thanks for trying to help.

  Customer response

  03/21/2024

  Consumer clarified with BBB staff that this is still under warranty. 

  

  Business response

  03/28/2024

  Logan AC & Heat Services reached out to the ********** residence on March 27^th, 2024, to discuss any additional queries or issues related to the equipment installed for the ********** family. Our Customer Experience Manager, ********** conversed with Mr. ********** regarding the forthcoming visit from our Senior Technician and a ***** field representative scheduled for May 17th. This visit aims to conduct a comprehensive assessment of the cooling aspect of the HVAC system installed on November 28th, 2022. ********* informed Mr. ********** that the objective of the visit is to pinpoint the source of the noise concern and explore suitable solutions to ensure the ********** family's comfort in their home. Mr. ********** expressed his desire to resolve the issue before warmer weather sets in for the season. ********* assured him that once the technicians complete the thorough evaluation when they can turn on the unitduring warmer temperatures, they will be able to devise a plan to address the noise issue. Both Mr. and Mrs. ********** will be present during the site visit to discuss any concerns with our Senior Technician and the ***** field representative. If they encounter any further operational concerns before our scheduled appointment, we urge them to reach out to us. Our customer’s comfort in their home is our top priority.

  Customer response

  04/11/2024

  We purchased a ***** furnace and A/C unit from Logan Services on 11-28-2022 for the price of $12,449.00. Price at signing of contract was $11,999.00 (because one company giving a $250.00 cancelled the day before our contract was signed). Is that a bait and switch? We didn’t use our A/C until spring and summer of 2023. When unit was stopping it came to a screehing halt! When first repair man came he couldn’t hear anything. I called again and the 2^nd repairman came saying he couldn’t fix the sound but try not to use the unit, but he would have another repairman to come. After taking this A/C unit completely apart “5” (five) times, it still screehes. Why couldn’t Logan Services replace the unit, send it back to *****, but no! Every time they worked on the unit afterwards they ran the unit for hours. What Logan is telling me, they can’t replace a piece of junk and now no warranty, nor do they care anything about the electric bill! Someone from ***** is coming May 17^th. I don’t want this unit, its just junk. But they didn’t understand this. I really think they are taking advantage of elderly people, we are 83 and 85. Thanks for trying to help

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new mid-range furnace on 11/13/2023 and it was installed the next day. What should have taken a couple of hours took an entire day. The installers damaged the line to my airconditioner requiring a second vist to make that repair. I'm told that will be a 4 hour repair. That's alot of time out of my day for their mistake but ok, it has to be completed. Fast forward to 11/29/2023. The furnace has a funky smell. Concerned it was a gas leak. Was told the tech that was scheduled for my ac repair on 11/30/2023 could check it out. Called Centerpoint and someone was dispatched within 20 minutes. Found a gas leak while the furnace is running. Called Logan's back and tech was sent out to my house without a sniffer to find the leak. He did a 'bubble test" and couldn't find it. Argued with me. I called Logan's who told me the only way they could find the leak was if Centerpoint would return and take a photo to show the tech. Called Centerpoint and they told me in essence it wasn't their job to hold the tech's hand to find the leak. After some begging, they came out and found the leak again. I took a photo. This morning the Logan tech arrived, I showed him the photo and he immediatly began arguing that there couldn't be a leak. He did bring a sniffer today. Never turned the furnace on and used the sniffer to tell me there wasn't a leak. I have asked multiple times to speak with the higher ups including the Owner/CEO. They are all just too busy to speak to me. A field supervisor is on his way to check things out. I'm not hopeful at this point. I've gone to FB and messaged them and even posted comments directly to their posts requesting to speak with the owners. Not even an acknowledgement. This is insane. I slept with a space heater and heavy blankets last night. I had to send my teenage boys somewhere else to shower and sleep and had to board my dogs for their safety. I'm so angry right now. No confidence in this company.

  

  Business response

  12/08/2023

  After our review of the account and the job invoices from the work completed at the residence of *** ***** ********, the following response will provide detail on the effort Logan AC & Heat Services has made to ensure that our customer’s concerns were addressed and that there is working heating and cooling system in the home. 

  
  

  On November 14th, 2023, Logan AC & Heat services installed a new Trane gas furnace at the residence of *** ***** ********. During the installation of the new equipment, a component of her existing air conditioner was damaged. Logan AC & Heat Services arranged for the damaged part, the Thermal Expansion Valve (also known as the TXV), to be replaced at no additional charge to the customer. This return visit for the repair was scheduled for November 30th.

  
  

  On November 29th, 2023, our Logan Services office received a phone call from *** ***** ******** with concerns of a smell in her home. She contacted CenterPoint, the area natural gas provider, with her concerns as well. Per *** ***** ********, the CenterPoint representative that came out to her residence stated they had found a natural gas leak in the open copper lines from her air conditioner unit. However, it was also communicated to us the representative from CenterPoint did not turn the gas off to the home or place a red tag on the furnace. The gas was only turned off to the furnace. *** ***** ******** also stated she was told by the CenterPoint representative the device used by them to detect leaks can only detect natural gas leaks. Our Logan office immediately scheduled an appointment to come out and address the smell concern on November 29th. 

  
  

  When our technician arrived to the residence of *** ***** ********, he turned the gas back on to the furnace and began his evaluation. Our technician could not find any signs of a natural gas leak when he used a leak reactant liquid that is typically used in the HVAC industry to detect leaks. Our technician also tested the joints in the gas pipe associated with the furnace and no gas leak was ever found. Our technician next tested around the open copper lines from the air conditioner unit, but no signs of natural gas was detected. At the request of *** ***** ********, our technician turned the gas back off to the furnace until the return visit could be made the following day to replace the damaged TXV from the installation of the furnace. Our technician also advised *** ***** ******** to contact CenterPoint to have another representative out to confirm where they were detecting the natural gas leak. No documents were left behind from their previous visit.

  
  

  On the morning of November 30th, the same technician that had been out to the home the day prior to address the smell concerns returned to perform the TXV repair. He also returned with an electronic natural gas leak detector. Shortly after our technician arrived for the repair, *** ***** ******** requested the technician to leave her residence and to have another technician come to her home for the repair. Based on this request, Logan AC & Heat Services arranged for our field service supervisor and a secondary technician to return to the residence on November 30th to complete the TXV repair and evaluate the system. 

  When our technicians arrived, *** ***** ******** showed them where the CenterPoint representative stated there was a natural gas leak. She pointed to the open copper tubes that are associated with the air conditioner. Our field supervisor and secondary technician used two (2) different natural gas electronic leak detectors. Neither one of them registered any type of a natural gas leak. In addition, our technicians, tested the gas lines from the main line going into the furnace and no natural gas leaks were detected at that time. 

  
  

  Our technicians tested the heating and cooling system several times during the TXV repair, then tested after the repair, and finally tested during full operation of the system and no natural gas leaks were found or detected. As of today, December 7th, Logan AC & Heat Services has not received a phone call from *** ***** ******** for any concerns regarding the operation of her furnace. 

  
  

  Logan Services prides itself on being the best heating and cooling option for customers that require our services. Our customers are very important to us, and we do everything we can to ensure our customers’ needs are met and to provide high levels of customer satisfaction. We feel Logan AC & Heat Services has addressed all of *** ***** ********’s concerns and have ensured she has a fully function furnace in her home that can be used to her satisfaction. If there is any other information we can provide, please feel free to reach out to discuss. 

  
  

  Customer response

  12/08/2023

  
  Complaint: ********
  
  I am rejecting this response because the stress and aggravation was not addressed in your response. I asked multiple times to speak to a high level supervisor or the owner. I’m still waiting for the call. 
  I requested to speak to the owner because I was put off white my first call after the smell was noticed in my house. It wasn’t until I called Centerpoint that Logan Services agreed to come to my house the same day.

  When told that Centerpoint would not come out to my house a second time to show the Logan tech where the leak was because it wasn’t their job to hold the tech’s hand for the repair, the tech stated that it would help if they would. My confidence in the tech was not very high at this point. He acted like any request I made was an imposition. 
  I had to beg Centerpoint to come out a second time, they told me that their equipment only detected gas leaks, and I took a photo of the Centerpoint employee pointing to the part of my furnace where the reading was highest. 
  I slept with a space heater that night because the outside temp was below freezing. 
  The second day of this fiasco was just as bad. The tech was again was irritated when I showed him the photo and told him what the Centerpoint employee said. I asked him to find another person to complete the job. A supervisor and another tech came to my house. He was arrogant and did not want to listen to me dismissing what I had to say. The furnace was eventually repaired.  There was still an odor.  He tried to blame it on my water heater yet there was never an odor prior to the new furnace being installed. 
  Your records do not tell the entire story on the parts that make you look good  

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

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested a sales call for a new furnace and the sales representative came to my house and broke my furnace door while giving me a quote and he said, do you have duct tape to fix it because I don’t know how to fix the door I requested Logan services to come fix the door and they told me no and that they would charge me $85 to fix an item that their sales representative broke. I would like them to come out for free and fix the door so my unit will work properly, which it is not right now.

  

  Business response

  07/18/2023

  On June 3rd, 2023, Logan Services had one of our comfort consultants come to the residence of Mr.  ***** to provide an estimate for replacement of his furnace. During the visit, our comfort consultant, ***** ******, presented a quote to Mr. ***** for replacement of the furnace. Our comfort consultant took several pictures of the current system in the home for documentation purposes as to the type of system Mr. ***** currently had installed. After the consultation, ***** ****** left the residence. The customer did not purchase any equipment from Logan Services at that time. 

  
  

  On July 7th, Logan Services received a phone call from Mr. ***** regarding his furnace. He stated to our customer service representative our comfort consultant, ***** ******, broke the furnace door while out in June for his estimate appointment. Our customer service representative stated she would look into his concerns and follow up with him on any additional information. 

  
  

  After speaking with ***** ****** regarding the appointment, as well as reviewing time stamped photos he took at this appointment, it was determined when ***** ****** arrived to the home, the furnace door was already off of the furnace itself. Logan Services has documentation showing at 11:25 am and 11:30 am on June 3rd, the furnace door was already taken off the furnace. In addition, the furnace door already had some damage to it and was not caused by our representative of Logan Services. It does appear in another photo taken by ***** ******, at 11:39 am, the furnace door was put back on and, per ***** ******, the customer himself put duct tape on the door to keep in place. ***** ****** himself has also confirmed all above information regarding how he initially found the system in Mr. *****’s home. 

  
  

  After review of the account from management, our customer service representative contacted Mr. ***** and left a voicemail, offering for service to come out to evaluate the furnace door for the discounted $79 rate and to discuss any repairs that can be done. 

  
  

  Logan Services did not hear back from Mr. ***** until the afternoon of July 17th. Our customer service representative advised of her findings, including what ***** ****** had stated happened at the estimate appointment, and offered to have a technician out at the home to evaluate the system for the $79 service call rate, plus any quotes on repairs that can be made. Customer declined scheduling an appointment and stated to our customer service representative he would contact the BBB regarding his experience. 

  
  

  Customer response

  07/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: the Sales Representative took the door off and he was the one asked my wife for duck tape.

  this is clear that this business is providing facts that incorrect. 
  

  if the door was off the unit would not run because of the kill switch.

  ***** touched my unit and took the door off and requested the tape from my wife to put it on the kill switch 

   

   

   

  
  
  Sincerely,
  
  *** *****

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband had just died a few months before this so I called in January but never heard from them. (So now I’m telling you) This is within 1 year it happened in January 2022. A guy came in January to fix the furnace. He wanted to take out the filter but I said I could do it. He took it out anyway then wanted to charge me over $100.00 to put it back. I need a part that is still under warranty but he wanted to charge me over $200.00. When I refuse to pay that much he got mad at me and became rude and nasty. I called the company at the time in January. I was dealing with the death of my husband and his affairs so I only called once. Now that I was some better I called back. The so called manager took up for the guy who came out. When I said I’d call the BBB – he turned around and called you. I bought (2) furances from Logan, I have houses. This is the crapy treatment that I get. How about I “Turn to Two.” Will he call them on me? The boy “refused” to give me the part that was under warranty unless I paid him. Then he wanted to charge me almost $200.00 for putting my filter back in furnace. Which I told him not to take out. He was nasty and rude. The company made excuses for him. This was a service still under warranty. The boy refuse to give me the part unless I paid him for the part. Then want to charge almost two hundred for a filter. He was rude when I refuse and I did not get the part. I need the part for the furnace. Desired Settlement: Billing adjustment Finish the job Repair Replacement An Apology from HEAD manager who has an IQ above two. And I need the part. See Attached Complaint Form

  Customer response

  11/30/2022

  The boy was so nasty that he refused to sign the service order when I asked him. This happened on January 20-2022. It will be one year since this happened in January 2023. This boy was basically mad because I refused a tune up. He came in the door filling out a form before he even ask what the problem was. He became mad when I refused. It all went down hill after that. 

  Here is why I am ticked off we bought 2 new furnaces from Logan. It's an insult to be treated like this since they called BBB on me, I wonder if they'll these other agencies. It's a crime to mistreat the elderly. 

  In January 2021- I called Logan Heating to come check my furance. The boy wanted to charge me $129.00 for taking out and putting back the filter. I had told that I could do it but he volunteered then wanted to charge me. I need a new part but the boy wanted to charge me over almost 129.00 for the part that is under warranty. I called in January to report how nasty -snappy and disrespectful the boy was. Since the company didn't care they didn't call back. So I called them back in "maybe" September the so called manager took up for his employee. I still don't have the part that was under warranty. Then the sorry manager call the BBB on me. 

   

  I need the part put in the furance. 

   

  See Attached Complaint Form

  

  Business response

  12/01/2022

  When we installed your heating and cooling equipment on October 24th, 2012, you received a 1 year labor warranty through Logan Services, as well as a 10 year parts warranty through Trane, the manufacturer of your system we installed for you. Since we performed the installation of your equipment, Logan Services has not been out to your home for any type of service appointments.

   

  When Logan Services came out to your residence in January of 2022, the quote you were provided for services our technician recommended (replacing the ignitor for $149) was the warranty pricing for that particular service. The actual ignitor was covered under the Trane warranty at that time. You had declined that service and asked our technician to leave your home. To clarify, when a customer approves for a repair, and provides payment to our technician for the service, it is our certified technicians that will replace the part for our customer.  

   

  Our field supervisor contacted you on September 30th to address your concerns and, in an act of good faith, offered to have one of our certified technicians out to your home to replace your ignitor and clean the flame sensor for a total of $134. Our office has contacted you on two (2) separate occasions to set up this service visit and honor the pricing provided to you by our field supervisor. During the second phone call, you declined our offer to come back out to the home to replace the ignitor and clean the flame sensor for you.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had 2 furnaces and 2 A/Cs installed 7/11. Over 2 months and 6+ service visits later, they are not working correctly. We have not received what we paid $34,285 for. One day after the install, both A/Cs weren't working. ****** came and made fixes/adjustments. One of the A/Cs still wasn't working, so they sent *****. Then ***, who said one of our thermostats was not calibrated and he would replace it. It still wasn’t working, so ***** and **** came for visit 6. They said things appeared to be working and sent readings to Trane, who also said things seem to be working (they are clearly NOT working). We are waiting to hear back from ***** on next steps. Each call and visit is time spent away from work. Taking time off work to babysit Logan, combined with the exorbitant electric ****, is literally costing us money. We are frustrated and exhausted at the follow-up we've had to do just to get what we paid for, which should have worked on day 1. One of the A/C units is not working at all and hasn’t since day 1. The other unit appears to be working correctly, leading us to think it’s an issue with the actual A/C unit. Logan is in no rush to replace it despite all their other tests/bandage fixes not working. We are also concerned that the other unit has to work harder to compensate for the faulty unit, which will compromise its longevity and ability to work properly. We were told that the efficiency of these units would dramatically decrease our utility ****, yet it’s outrageously high. At this point--in addition to having the units work correctly--we expect compensation for time lost, our increased cooling ****, and compromised quality. The units not working costs us time and money. A refund is warranted. Logan visits: 1) 7/11: ****, ******, *****, **** install 2) 7/12: ****** service 3) 7/14: ***** service 4) 7/25: ****** service 5) 7/27: ****** (+**** no-show) service 6) 8/25: ***** + **** (**** no-show) service 7) TBD: Waiting on call from *****

  

  Business response

  09/21/2022

  Hello and thank you for your feedback. At Logan Services, we make every attempt to fix system issues in as few visits as possible. Unfortunately, there are some situations that do require several attempts in an effort to correct a heating and cooling problem. We can certainly understand your frustration and apologize for the issues and inconveniences you have experienced and we thank you for your patience. We are committed to continuing to provide you with the highest standards of service in the industry and we are confident we will resolve the issue with your HVAC equipment. Please feel free to contact our office at ************ option #2 if you have any questions or concerns.

  Customer response

  09/21/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Logan sent a boilerplate response and has not resolved the issues raised in my complaint. How is this experience at all representative of the “highest standards of service in the industry” that they claim to provide?

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

  

  Business response

  10/13/2022

  Hello and thank you for your continued business with Logan Services. After reviewing your account due to continued issues with one of the systems we installed, it appears we did return to your home to swap out the problem unit in your home for one that should keep you more comfortable and operate to factory specifications. We are happy we were able to resolve the issues with your system, but at any time if you have any additional questions or concerns, please do not hesitate to give our office a call at ************. Thank you.

  Customer response

  10/17/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I acknowledge that Logan installed a new a/c unit and adjusted some duct work. But I do NOT agree that the complaint has been resolved. The original unit was installed in July and the new unit wasn’t installed until October, so at this point in the season we are unlikely to use air conditioning. As I’m sure you can understand, I don’t feel comfortable resolving this complaint until I can test the a/c and confirm it is working. The first unit never worked despite 8 follow-up visits from a dozen different people, so I’m not confident that this new unit will work either. And at this point in the process, Logan’s assurances mean nothing to me. So until I can test the a/c for myself, I do NOT consider this resolved.

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

• Initial Complaint

  08/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought the best heating and Air until they have to offer over the winter. The fist time I used the AC it was broken. The technician admitted that he had never seen this part broken. I told him I believe I had a defective unit. They rigged it up to get it “working” and have not heard from them since. I’ve left messages with office and even text my salesman multiple times and he keeps claiming someone will call me and they never do. My unit still makes constant banging sounds and isn’t right. It’s supposed to be the ultra quiet model but it is anything but. It’s very clear my unit was defective from the factory. All I want is what i paid $12000 for. A proper working brand new AC unit.

  

  Business response

  08/08/2022

  Hello and thank you for your most recent feedback. We never like to hear when one our customers is having system issues with equipment we install with them and we apologize for the unexpected breakdown you experienced. We looked into your account and did notice on May 11th, our technician did come out to your home to evaluate your system as it was making a loud rattling noise and not cooling. After his diagnosis, it was determined the fan motor mount on your outdoor unit did break. We returned on May 13th and replaced the fan blades, the fan motor, and the motor mounting in order to get your system up and cooling again with no rattling noise.  
  
  Since our May 13th appointment, we have received any phone calls from you regarding the system and that it was still producing a banging noise. Since you are still within the 1 year labor warranty, we can have a technician come out at no cost to your home to evaluate your system once again to determine the source of the noise. If this is something you are interested in scheduling, please give our office at ************ option #2. Thank you.

  Customer response

  08/14/2022

  
  Complaint: ********
  
  I am rejecting this response because: I have multiple texts into the salesman who keep saying he will have someone call me. The service manager also said he would be getting back ahold of me after talking to Trane which was back in may. I'm highly doubting Trane is taking this long to respond. It seems like you are trying to drag this out until after the warranty. You have my number why do you refuse to call me??? Why is your response for me to call you. You know there is a problem please call me ************. But since you didn't resolve the problem the first time i dont have much hope youll fix it this time.
  
  Sincerely,
  
  ***** ****

  

  Business response

  08/17/2022

  At this time, we will be consulting with our service manager and discussing with him the next course of action to address your concerns on your newly installed system. We want to ensure you have a fully working heating and cooling system in your home with no additional concerns regarding its operation for you. Once we have spoken with our service manager, someone from our office will be in contact with you either by Friday, August 19th, or by Monday, August 22nd. Thank you.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2017 we had Logan install a new Trane HVAC system. It ran as expected until July 2022, when the AC stopped blowing cold air. On July 7th Logan’s technician examined the unit, and determined that it was low in coolant, and needed a new capacitor. He filled the AC with 9lbs of refringent with the assurance it was a “slow leak” and we should in time get that looked at eventually. The capacitor had to be ordered, but Logan’s technician left the AC in working condition assuring us it will be fine until he can return to replace the capacitor. The total repair was just under $996. Fast forward to the following Monday July 11th and the AC has completely stopped blowing cold air. The tech returns, examines the AC, letting us know the coolant is completely empty again, and will need an additional 1500 or so to fix the leak and replace the coolant for a second time. I was in shock. We contacted another company who immediately determined the leak was inside the unit, the new company found the source of the leaking coolant in minutes, and was amazed that anyone would be so negligent to not only miss an obvious problem, but to fill a unit with a leak with coolant. I should also add that Logan wanted anywhere between $240-$315 (I couldn’t get a straight answer on the exact number, which was a huge red flag for me.) just to do a leak test, a service the new company we contacted did for free. Now I am stuck paying for the repair a second time due to Logan’s poor work. When I hire any company to do work I expect to be able to trust their expertise and professionalism to guide me on a repair plan that wouldn’t leak out into my yard in just a matter of days. I have never in my years of homeownership encountered such an extreme level of incompetence.

  

  Business response

  07/13/2022

  Hello and thank you for your most recent feedback. After reviewing your account and the service tickets over the last several days, as well as speaking with the technician that had come out to your home initially on July 7th, it does appear our technician had filled your system with 5 pounds of refrigerant. In addition, he stated he was unsure as to how long the refrigerant would stay in the system, which is why he had also recommended a leak search to be performed. Our records show you had declined that service to be performed and approved for the 5 pounds of refrigerant to be added and the dual run capacitor to be replaced. When our technician returned on July 12th to replace your dual run capacitor, he did check the refrigerant levels and found they were low again; at that time he advised you to have a leak search performed before any more refrigerant could be added to the system; it appears that leak search was declined once again.
  
  While we understand how frustrating it can be to experience unexpected breakdowns on your system, our technician did offer a service to help resolve the issue that you had declined having done. However, we never like to learn when one of our customers makes the decision to go with another company for their heating and cooling needs. We hope whoever you choose to service your system in the future will be able to assist you with all of your heating and cooling needs. Thank you.

  Customer response

  07/13/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Logan is misrepresenting the facts, the technician did offer a line test, but he also was confident that the repair he made would in fact last long enough to schedule a test. Logan's technician also missed an obvious leak on the outside AC unit had he inspected it properly he could have determined it was unable to hold the coolant he charged us for. I should also note this leak was found within minutes of another company's inspection.

  At this point I will consider this matter resolved if I am refunded the $427 for the R-410A AC coolant, and the $171 for the future service I have no intention of using. 
  
  Sincerely,
  
  *** *******

  

  Business response

  07/15/2022

  At this time, Logan Services will use arbitration in this case.

  Customer response

  07/15/2022

  Better Business Bureau:

  I would like to reject the offer of Arbitration for complaint ID ********.

  Sincerely,

  *** *******

• Initial Complaint

  05/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Current AC Unit (Trane) - We purchased a new furnace and AC unit from Logan Services November 10, 2021. This was after their previous furnace failed after only 8 years in use. (We have our units serviced twice each year). This is when the technician discovered that the furnace had a primary heat exchanger was cracked upon his fall inspection. It was suggested to get new units because they were not sure when replacement parts would become available and advised not to use the unit due to carbon monoxide poisoning. We opted for the new units based on efficiency and communication criteria between the furnace and AC unit. This was at a cost of $15,227.00. When the spring start up began in March with a Logan technician, it was discovered that the thermostat was not communicating with the AC unit. The technician made adjustments to get the system working properly. Once warmer temperatures arrived and we turned on the unit at the end of April only to discover the AC was not working properly. We advised Logan of the situation, and after 4 attempts to rectify the problem which included several conversations with Trane tech support, the situation still exists with no definite fix in sight on their waiting to hear back from Trane. No one from Logan will satisfy our request to replace the unit immediately due to the heat in our home and being a customer for approximately 9 years is inconsequential. My wife has asthma and doesn't tolerate heat well. It is very HOT in our home! No one from Logan will make the decision to replace our unit and deal with Trane directly to satisfy our current needs. Logan/Trane does not stand behind their product.

  

  Business response

  05/18/2022

  Hello and thank you for your feedback regarding your recent experience. At Logan Services our main goal is to address system issues and correct them as soon as possible so our customers are comfortable in their homes once again. We understand it did take several attempts to ultimately get your system operational again. We apologize for the delay it did take to make this happen, but it does show our field supervisor was out at your home on May 13th to replace the wire harness on the system. It appears since then we have not had to return to the home for any additional system issues; please know if you begin to experience any problems with your system not cooling again, we are here to assist you with your service needs. Please contact our office at ************ option #2. Thank you.

  Customer response

  05/19/2022

  
  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.

  Seems when the initial installed occurred, the unit was wired incorrectly.  It is now functioning and we have air conditioning.

  
  
  Sincerely,
  
  *****/***** ********

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The AC this company installed is faulty. Any time there is a power outage, it causes the AC not to work properly and I have to call the company to come out and turn it back on, and I get charged a service fee of 100.00 or more each time. They have not been able to explain to me why this happens or offer a permanent solution to this problem and will not waive any service fees even though it is their equipment that isn't working right, I am 76 years old with many health ailments and I cannot be without AC when the weather is too hot. I am on SS and absolutely cannot afford to pay them every time this happens, and should not have to. I even have a warranty. I feel like they are taking advantage of me and if they cannot offer a permanent solution to the problem, then they should not charge a fee when coming out to fix it.

  

  Business response

  05/06/2022

  Thank you for your feedback on your latest experience with Logan Services. We never like to hear when one of our long time customers are experiencing systems issues. We attempted to reach out to you to follow up on your latest visit, but were unable to get in contact with you at that time. After speaking with our field management, we would like to discuss with you a possible resolution you are having with your system. Please give our office a call at 937-224-3200 option #2 for our service department. We look forward to speaking with you soon. Thank you very much..

*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. ↩