Complaints

This profile includes complaints for Elite Heating & Air Conditioning, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Elite Heating & Air Conditioning, LLC

  1150 W Hartley Ave Ste F Hermiston, OR 97838-9773

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  Elite Heating & Air Conditioning, LLC

  81343 Liberty Ln Hermiston, OR 97838-6004

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:03/11/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Elite Heating was contracted by Americsn Home Shield on February 23 to fix my heat. Elite stated a part was needed and it was ordered and installed March 6. It did not fix the problem and **** said the furnace needed to be replaced and he would issue the report to AHS immediately. Suffice it to say he did not. I contacted AHS on March 8 because Elite REFUSES to contact me. Their VM is full and I, as well as AHS, are unable to reach them. After reading the reviews I now see this is common practice for them. This is the contractor AHS requires me to use. What do I do? I am almost 70 and desperate for heat. I have no fireplace. Please help me.

  Business Response

  Date: 03/15/2023

  We received this H/O's dispatch on 2/2323- We rearranged our full schedule to send Tech since she said that she was 70 years old and freezing. Tech arrived at H/O's home & finished at 4:52 pm but needed to wait for approval from AHS for autho to order part. . H/O called immediately to see when it would be received. 

  I received this email from AHS; and put in my notes at 11:11 on 2/24/23-AUTHO NOT APPROVED YET---EMAIL FROM AHS------Good Day!Please give an update to our parts purchasing dept.for the parts needed on this work order.Homeowner wanted to get sooner service. Thank you!--------**We received autho 2/24/23/ at 2:43 pm 

  received this message from Tech and put in the notes-**Ordered part from airefco. Factory ordered part. **** day delivery. Let customer know about wait time and asked if they wanted to pay for expedited shipping and they denied. Customer said she was going to speak with an attorney regarding AHS.
  By *********************;on 02/24/2023 @ 3:14pm

  H/O called- I called airefco- part is in FIFE- will be shipped straight to us- hopefully this thursday or fri. Will get it installed ASAP!!!!!!
  By ****************************;on 02/28/2023 @ 11:33am

  parts here.
  By ****************************;on 03/03/2023 @ 4:36pm

  Made appointment for March 6th between *****. installed part and billed out for service.   Mind you I receive at least 4-5 calls a day between her and AHS after she was calling them. from 24th to install date.

  RECEIVED a new dispatch for a recall March 8 at 10:54am- since there was a non repairable issue with her unit after the part was installed and the tech was able to see why that part did not fix the issue.  Again had to wait for autho to order her a new unit.  received autho 3/8/23 at 2:50 pm.  AHS informed us we needed to order the part thru their new ordering service but could not use one that we had in shop. 3/10/23---- owner ordered the part and we are waiting for the equipment to arrive- We contiue to receive daily calls from H/O and AHS about her wanting this completed asap.  YES, I have blocked her number since she calls  every day ! I keep telling her the same thing as soon as it arrives I will get it installed asap-  We wants to get her off our dispatch as much as she wants to be taken care of.  I tried to inform her that yes it may take longer going thru AHS but her cost is only at $125.00 for over $7000. of equipment and parts. 

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19584239
  
  I am rejecting this response because:From day 1 Elite has been virtually non resposive. After **** came out the first time, he told me what was needed, stated he was going to order immediately (he sat in my driveway for 10 minutes so I believe that was what he did) and he advised ME to call Elite the following day to get an ETA. I called in the following day and after hearing all about someone's stroke and then a broken hip I was told *** had to release order and to call them. I did so. *** advised me that Elite had to send in a report. This necessitated calls back and forth with one blaming the other. However, I was able to reach AHS. Elite, as other reviews show, just stopped answering the phone. Their voicemail was full so I was unable to leave any messages. This limited my contact to calling AHS. AHS kept advising me to contact Elite. I had to explain to them that Elite was non responsive. Admittedly, AHS is not much better, but at least they answer their phone. On NUMEROUS occasions, Elite has committed to calling me back on a specific day and not followed through. All I have wanted is updates which they REFUSE to provide. By their own admission they received the authorization to order the furnace on March 8 but didn't do so until March 10. It is now March 16 and I have no updates. I have been without heat since February 22. No idea when furnace will be delivered let alone when it will actually be installed and running. Just an aside, it was 27 degrees here last night and my only heat source is my furnace. 
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair 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.

  Elite Home Shield was assigned to us through our warranty company American Home Shield at end of August 2022 for our AC. They came out & determined there was a leak and our heat pump unit needed to be replaced. Appointment scheduled for 9/14/22 & the tech didnt show & Elite didnt call me. I called to ask where he was & was told that the tech went to his first job & then disappeared/wouldnt answer his phone. I was rescheduled to 9/15/22 at 8am. At 9am when he still hasnt showed I called Elite who told me the tech had a doctor *********** and would be to our house within the hour. showed at 10:30am & started installing our heat pump outside. Soon after I noticed a second tech who introduced himself as the owner, ***************************. They came inside to tell me they couldnt finish the job because the part sent for inside my home was wrong so theyd finish installing the outdoor portion and would research the indoor part and get back to me the following day, but they were concerned the part wasnt made anymore so may have to replace entire furnace. At 1:30pm tech said he was going to lunch & be back in 45 mins, but didnt return until 3;45. He left old heat pump in backyard and said hes be back next day to get it due to not having a dolly. Didnt come back next ******* had to call Monday for them to come. No update on the inside part. now been over 45 days since they installed heat pump and we cannot get an update. Secretary gave warranty company the phone number of owner because she hoped it would make him call us to give update. No calls from ****** and he wont answer his phone. My home is currently 60 degrees inside and 40 degrees outside at night so we are freezing and there is no end in sight. Spoke to secretary ***** today who said shes in a tough place because shes asked ****** to call many times but cannot press much further because hes her boss. There is more to this issue but Im limited in characters. Look @ ****** reviews, this is a recurring problem!

• Initial Complaint

  Date:06/27/2022

  Type:Service or Repair 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.

  They installed a new heat pump and furnace through AHS in June of 2020, within 2 months I started having problems, Im on my 4th condenser being replaced. I paid out of pocket for 1 because of them being non responsive and the hot temperatures were so high. I find myself in the same position again. They were send out to my home on 6-6, I was told they were recommending replacing the whole outside unit. AHS says Elite has not given the a diagnosis. So Im still with out AC during a heat wave again. Ive tried calling them their VM is full, Ive emailed them no response, Ive text them, no response. Im at the end of my rope with them!

  Business Response

  Date: 06/28/2022

  We asked AHS last year to replace her equipment (due to possibly being an COVID issue due to factory problem ) AHS denied replacement- Then we went out again this year on a dispatch and AGAIN asked AHS to have her equipment replace, AHS has denied us.  We DID send a diagnosis to them and  AHS says that it should be a warranty issue, but we were not the last ones to install the last compressor.  AHS should have informed *** of this.   We have tried to get her a new system and feel that she deserves a new system.