Complaints

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In April 23 we contracted Christian to replace our A/C system. The installation crew broke our attic ladder stairs and referred us to a third party, ***, to fix. *** was unresponsive, never returning messages, assuring us that he would be out next week, and eventually ignoring calls altogether. We contacted our salesman ***********************, who replied “I’ll take care of it.” Another week went by with no one following up or reaching out. We then called Christian directly, two days in a row; each day we were assured a manager would be in touch. They never reached out, and what should have been a 1-2 hour repair job for an honest company stretched to 3 months. We will be having the damage fixed ourselves but will be submitting a bill to Christian.

  

  Business response

  08/10/2023

  I apologize for the inconvenience and frustration you have experienced in relation to the repair of your attic ladder stairs following the installation of your A/C system by Christian in April '23. I understand your frustration and want to assure you that we take your feedback seriously.
  First, I would like to express my regret for the lack of responsiveness and delays you encountered with the third party. It is completely unacceptable that he failed to uphold the level of service we expect from our affiliates. Please rest assured that we are reevaluating our partnership with and addressing his unprofessional behavior.
  Moreover, I regret the additional frustration caused by the lack of follow-up from our salesman. His commitment to resolving the matter should have been reflected in prompt communication and action on his part. We will be addressing this internally to ensure that such lapses in communication do not recur.
  While I understand that you have decided to have the damage repaired independently, I would like to assure you that we take full responsibility for this situation. We are committed to addressing this matter appropriately and will reimburse you for the costs incurred during the repair.
  I will personally oversee the resolution of this matter to ensure that it is resolved promptly and to your satisfaction. Please expect a call from me 08/11/2023 to discuss the details of the reimbursement process and to offer a sincere apology for the undue stress this situation has caused.
  Thank you for bringing this to our attention. Your feedback is invaluable in helping us improve our services and prevent such issues from occurring in the future. I appreciate your patience and understanding as we work to rectify this situation.

  Customer response

  08/11/2023

  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. 
  
  Regards,
  
  **************************
  

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New hvac system installed June 2023 and the ac has failed twice, leaving us with no ac in our home. We are in the 80s, 100s and thunderstorms later this week, with no air. Our son has asthma and needs ac. The company will not replace the condenser until after Friday.

  Customer response

  07/31/2023

  After many calls and stressing out discomfort and concern to CHRISTIAN HVAC they scheduled a time to replace the malfunctioning part. Things are working once again and we hope it continues! 

  

  Business response

  08/04/2023

  Dear *************************,
  
  We apologize for the inconvenience and frustration you've experienced with your HVAC unit. We understand how crucial it is for your HVAC system to function flawlessly, and we are terribly sorry for the two failures you've encountered.
  Our team is committed to delivering reliable and top-notch products and services, and it deeply concerns us that your new unit has failed twice. We'd like to assure you that we take every customer's feedback seriously, and we are already investigating the root cause of these issues to prevent any further occurrences.
  To resolve this matter promptly and satisfactorily, we have taken immediate action to replace the unit that has failed twice with a brand-new unit on 07/25/2023. Our technicians have ensured the installation is performed meticulously to ensure optimal performance and efficiency.
  Once again, we are genuinely sorry for the inconvenience this has caused you. We value your business and are committed to restoring your trust in our brand. If you have any further concerns or questions, please don't hesitate to reach out to our customer support team, who will be more than happy to assist you.
  Thank you for bringing this matter to our attention, and we look forward to serving you better in the future.
  
  *********************************
  Christian Heating and Air Conditioning 

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Christian Heating & Air Conditioning on Monday, June 26, 2023 for service on a heating and air conditioning system they installed in November of 2018. I have a service plan with them I purchased most recently in November 2022. It affords me priority scheduling and discounts on repairs. The service technician, ***, came the next day (June 27) and determined that the Blower Motor was no longer working and needed to be replaced. According to him, this was a warranty part. I was informed later that the part should arrive Wednesday (June 28). No one came Wednesday or Thursday. So, I called the office, and they arranged to have someone, *******, come by on Friday (June 30). ******* arrived on time and completed the installation of the new Blower Motor. However, he informed me that the cost to me was $734. When I reminded him that this should be covered under the warranty, he told me that the charge was for labor. Since this obviously made no sense, I asked him to verify the information. He suggested I contact the service manager (*****) at the office. In the meantime, I paid the charge and hoped that I would get this cleared up and receive a refund. I spoke with *****, a customer service rep, on the phone and he told me that ***** was not available. Initially, he told me that the system wouldn't have an invoice in their system for a couple of days. I told him I already have the invoice their system generated and sent me via email. He then told me that ***** would return my call. By end of day, I still hadn't heard from anyone. So, I called again and was told (by ****) that ***** has left the office, but he would return my call. I spoke to *******, the system manufacturer, and confirmed that I had a warranty in force and that I should be reimbursed by Christian Heating, assuming they're in the ******* network. Now it is Monday, July 3, and still no one called me back. So, again, I called and spoke to ***** who told me ***** was unavailable.

  

  Business response

  07/21/2023

  I understand that you have some concerns regarding the labor charge for the repair, please allow me to clarify the breakdown of the labor charge for the repair service. Our team of skilled technicians invests their expertise and time in carefully diagnosing the issue and implementing the necessary repairs to ensure your HVAC system functions optimally. The labor charge accounts for the professional service and attention to detail that goes into restoring your HVAC system to its full functionality.
  At Christian Heating and Air Conditioning, we strive to provide transparent pricing and exceptional service. Rest assured that the labor charge reflects the standard industry rates for skilled labor and the complexity of the repair required. We are committed to delivering top-quality work and ensuring your complete satisfaction.
  While I understand that the labor charge may have been unexpected, I want to emphasize the value of our repair services and the peace of mind that comes with knowing your system has been handled by experienced professionals. ***** had reviewed this information with you but if you have any specific questions or would like further clarification on the labor charge, please do not hesitate to reach out to us directly.
  We value your business and want to ensure your experience with us is positive. Your feedback is essential to us, and we will take your concerns into consideration as we continuously work to improve our services. Thank you for choosing Christian Heating and Air Conditioning.
  Best regards,
  ****** *********
  Location manager
  Christian Heating and Air conditioning 

  Customer response

  07/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The labor charge is completely unreasonable. Whatever the cost of running the business, it does not rise to that level on a per repair basis. While every company is entitled to make a profit, the fact that the labor amoounts to more than $700/hour for a warranty covered part is outrageous! What's more, the system is less than 5 years old. You should be embarrassed that the blower failed so soon. Honestly, I don't know if the manufacture is at fault for this early failure, or the installer -- same party as the one overcharging to replace it. 
  
  Regards,
  
  ***** **********  
  

• Initial Complaint

  04/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I HAVE REPEATEDLY ASKED THESE PEOPLE TO REMOVE MY NAME AND ADDRESS FROM THEIR MAILING LIST AND THEY REFUSE TO DO THIS SIMPLE BASIC TASK. THIS HAS BEEN GOING ON FOR WHAT SEEMS LIKE YEARS, A CONSTANT BARAGE OF LETTERS HOUNDING ME TO USE THEM FOR SERVICES I DO NOT WANT! I HAVE BEEN HOUNDED FOR THE LAST 3 WEEKS WITH JUNK MAIL FROM THESE PEOPLE WITH A POSTMARK THAT SAYS "**** *********". I AM ASSUMING THIS IS A MARKETING COMPANY THEY ARE PAYING TO CONSTANTLY HARASS ME WITH JUNK MAIL. I WANT IT TO STOP. I HAVE EMAILED THEM AND CALLED AND TRIED TO GET THIS CONSTANT HOUNDING OF JUNK MAIL TO STOP ALL TO NO AVAIL. I AM NOW ASKING BBB TO SEE IF THEY CAN GET THIS CONSTANT JUNK MAIL PROBLEM TO END FOR ME. THESE PEOPLE NEED TO CONTACT THIS **** ********* WHO THEY ARE PAYING TO TAKE MY NAME AND ADDRESS OFF THEIR MAILING LIST SO THE JUNK MAIL STOPS FROM THESE PEOPLE. BELOW IS HOW MY INFORMATION APPEARS ON THE JUNK MAIL. STOP IT ASAP!!! *********************** **************************************************************************

  

  Business response

  05/05/2023

  *****, 

  We have contacted our mail house. See attached response. We apologize for any inconvenience. 

  Thank you

  *****************************

  Owner

  Customer response

  05/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  
  

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During the annual maintenance visit Christian recommended replacement of our 14 year old system. Their comfort advisor said that the new system would be as good or better as the one I was replacing, and *******'s website described the heat pump as "quiet". I relied on this information and purchased a new $17,000 ******* HVAC system (propane gas furnace and electric heat pump) in July 2022. The electric heat pump has had problems from day one. It is extremely noisy especially upon start up and shut down. I can hear it over my TV during the day and at night when I am trying to sleep on the second floor. This is my third heat pump, and this is not normal. There have been many service calls to try to fix the problem including: moving the line set, installing a sound blanket/mass damper, replacing the bent fan blades, turning quiet shift on, and removing some charge. I finally got in contact with the service manager and asked for a ******* rep to come out. ******* rep came out on 2/1/23. I requested a replacement unit. Carrier rep recommended installing factory crankcase heater, heater switch, hard start and new outdoor sensor for now. This was done on 2/8/23. They also turned up the fan speed to try to mask the noise. This did not solve the problem. No one ever followed up to see if the problem was resolved. I have been reaching out to ***** the Christian service manager for several weeks, and he is not responding to me. I need the ******* rep to come back out and assess the situation, and I have no way to contact him directly. Bottom line is that this heat pump is defective and needs to be replaced. I am hoping the BBB can help. Thank you.

  

  Business response

  04/20/2023

  We have been in contact with the customer and *******.******* approved a unit replacement because of the past and current noise issues. The replacement unit has been ordered and we will schedule the job as soon as it comes in. **************** has been notified and is satisfied with this solution. 

  Customer response

  04/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  we are still waiting to hear our options for replacement from Christian/*******.  This unit is no longer in production.  We do not want the same unit with the same problems.  As soon as the unit has been replaced and is working as expected we will accept the resolution.  Thank you
  
  Regards,
  
  *******************
  

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted company in 12/22 to get a quote for a new HVAC system. *** (rep) came out to my home on 1/3/23 to look and gave an estimate on site. He showed me an elaborate power point presentation about Christian Brothers being a “family run business” and if anything should go wrong “the owner wants to hear about it and I can give you his cell phone number.” This last statement was a part of his power point presentation. Installed the system ($22,000+) on 2/2/23. Heater did not work and the temperature during that day/week was high in the teens. It was a faulty “valve” and they have to get a new one. We had NO heat. After numerous text messages to ***’s wife (717-205-7563), asking for the owners number, calls to *** (whom I have yet to receive a return phone call) ******* the service rep came out on 2/3/2023 late pm and fixed it, it was NOT a valve issue, it was different piping due to it being a horizontal install. Later that week, we realized a portion of the house (in law suite, first floor) did not have the all four vents hooked up; only one was. Called 2/19/2023 and **** or **** came out on 2/20/23 to inspect. He agreed that the job was not done and said as he left “i dont like to leave anything hanging.” He said he will get back to me to schedule that job and complete the job. Never heard from him, called yet again to leave a message on 3/7/2023 at 2:31. I have yet to hear back from him, that section of the house still does not have adequate heating and I am still waiting for him to offer some concessions. Received an invoice this am at 11:41am from ******* in accounts receivable asking for the balance of the job. She was completely clueless as to what happened, having to go through the entire story again. I asked, yet again, for the owners name (even though this isnt a family run company as *** mentioned as it was sold three years ago); she laughed.

  

  Business response

  04/13/2023

  I had a phone conversation with the client on 4/12/2023. We are in the process of scheduling a representative from our company, and the manufacturer, to perform a site visit and ensure proper installation and function. Once this has been completed, we will respond with the outcome of the visit.
  
   *****************************

• Initial Complaint

  09/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Customer for the past year, multiple services (~8) fully completed under warranty plus paid for the maintenance plan. With the most recent issue contact started on Aug 7th, service completed 1.5 weeks later. Thus far all of my issues were covered easily, parts and labor under what I was told was a 5 and a 12 year warranty. I confirmed 2x with the phone staff plus confirmed with the technician at my house that this latest visit was covered under warranty prior to work being completed. I never received an estimate. I now have a bill for $1620 for labor only for 2 hours of service, which states i agreed to this amount, which is not true. I've had 4 conversations with billing (*****) requesting a detail of the services provided, plus all past services. I was informed Morevent does not provide past history and any detail of services rendered. When explain my situation and that i was told this was covered under warranty and i never received an estimate, i was told that i should be thankful because i have received "$4,000 of free service from Morevent," and to "just pay my bill". I've asked for invoices for this free service, and none has been provided, as well as contact by a supervisor (no call or message to date). I've also never received service for the maintenance plan i've paid for and requested multiple times. This may explain why i'm continuing to have unexpected issues with the product morevent is servicing. Morevent has been hard to deal with - no transparency, no professionalism, no follow-up. I cannot justifiably pay $1600+ for 2 hours of labor that i did not agree to (was told under warranty) and then receive no detail or explanation of charges. Since this is a mistake on Morvents end for multiple employees misleading me, plus not servicing the system which I paid for and could not get them to honor, they should cover the labor.

  

  Business response

  09/28/2022

  Dear ****,  

  We apologize for any miscommunication you have experienced.  We believe it's best to discuss this matter directly with you to explain both the manufactures warranty and our service to you.  We believe that setting the expectations upfront will be important to our relationship moving forward.  Would you kindly contact me at ***************@moreventservices.com to arrange a call. 

  Thank you

  Brian P********;

  Service Manager

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchase new Home Comfort system : ****** Furnace for $15,808.00 on 12/23/2021 paid in full to Christian HVAC ; unit stop working on July 20,2022 after 7 months.I am a 71 yo senior citizen with high blood pressure Christian came out on 7/21/22 up till today 08/02/22 still waiting for Christian to fix unit , was told they are waiting for parts.Its now third heat wave without conditioned air in my house. I did my best changing my old unit in Dec 2021 instead of repairing it because of health conditions I can t be without conditioned air Please help

  

  Business response

  08/19/2022

  We apologize for the delay in receiving the parts needed from the manufacturer. Our records indicate that ended up replacing the entire outdoor portion of the air conditioning unit for you. We work diligently to provide our clients with prompt and professional service. 

  Customer response

  08/19/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In December 2021 we contracted with MoreVent for a service agreement for our two furnaces and two A/C units. Even though we had not had any issues, the MoreVent technician who performed the tune-up on the furnaces said that we needed to replace both units. We met with Joe C***** and purchased two ****** systems – and we also decided to replace our hot water heater. The total cost was $16,000 and we paid this amount in full. Prior to the installers’ arrival, Joe informed us that MoreVent would be substituting ***** furnaces instead of ******. Following the installation, the furnaces emitted a high-pitched whistling noise. I contacted MoreVent and they sent out a technician who was unable to resolve the problem. I contacted MoreVent again and another technician was dispatched. He said that there was a defective part on both furnaces and that they needed to bring a ***** technician out. No one from ***** has come out and the whistling noise persists. It is high-pitched and causes headaches and anxiety. Aggravating this situation, ever since the installation, the upstairs smoke/CO2 detector goes off periodically. We have changed the batteries, but it did not resolve the issue. I called, texted, and emailed MoreVent to get the furnaces installed properly and nothing was done. I called Joe again and he said that he would get it taken care of. By mid-April, three months after the installation, I emailed Joe again and told him that we were at a complete loss as to what to do at this point. The headaches were getting worse, and the whistling noise was beyond irritating. As the furnace room is right behind our office, the noise was interfering with my concentration and productivity. Still NOTHING was done about the faulty equipment. On April 27 I sent another email to Joe and Taylor. This also was ignored. On May 16 I emailed the president of MoreVent, Marco G********, detailing the issues. Similar to all of my other efforts, there was no response to this email.

  

  Business response

  06/14/2022

  To whom it may concern,
  
  Upon my receipt of ****s email, I immediately reached out to remedy her concerns with our company.
  On May 27th our service manager Brian Pletz reached out to **** and we were unable to connect as **** was at an event and asked that Brian follow up after the holiday. Brian spoke with **** on May 31st prior to an AC maintenance visit and during their discussion and the subsequent service call Morevent has agreed to address the following items
  
  During the service call, we found a wire in the wall that had a short in it. We used a spare wire to correct the problem, we will need to run a new thermostat wire for the system before the heating season, we will replace at no charge (retail investment $479).
  
  We found both contactors in 17-year-old AC units bad, replaced at no charge (retail investment $550). 
  
  Took pictures and sourced replacement CO detector for client at no charge, current unit based on the manufacture date code was at end of effective life (our cost for materials $40). 
  
  Changed fuse in older style control that was open. 
  All of the above items were not part of the scope of work in replacing her 2 gas furnaces.  These are not workmanship issues, they are parts that failed over 17 plus years.  However, due to her experience we are fixing these items at no cost to ****. 
  Checked filter as possible noise source, did not need to be changed.
  
  Discussed at length, ****’s concerns with our Customer Experience Department. We have implemented new procedures and training and have made immediate substantial improvements
  
  Brian spoke to **** again following our initial service and gave her additional information on a fuse that she needed for the system. At that point, *****'s technical service technician was on vacation during the week of 5/30-6/3, **** agreed to wait until their return before doing anything else. After speaking to *****'s technical support on 6/6 I was told that a run of orifices in the same serial range as ****'s were likely the culprit for the heating side noise and we had ordered the orifices.  This is a manufacture defect not a workmanship defect. 
  On June 13th Brian Spoke with **** to schedule, and she has accepted an appointment on 6/16 to install the orifices, run the new wire, replace the CO detector, and address any/all noise problems.
  Currently we are working to resolve the concerns directly with the client.  Upon the completion of services on 6/16, we would like the opportunity to update this file to ensure completeness. 
  
  Sincerely, 
  Marco G*********

  Owner 

  

  Business response

  07/29/2022

  This matter has been resolved with the homeowner. 
  
  Thanks
  Marco 
  

  
  

  Customer response

  08/10/2022

  Both parties have agreed on an acceptable resolution

*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. ↩