ComplaintsforPreferred Home Services

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We spend $13,408 on a new HVAC unit and to improve the system airflow into our master bedroom and bathroom. Preferred suggested a HVAC system, as well as increasing the return duct size and adding a new duct line to the bedroom/bathroom. We brought up that we though the ducts might need repair or replacement but the sales agent stated that our ducts look like they have been replaced and the proposed modifications would give much better airflow. We paid the first half on Jun 3 2023. Work was done on 6/9 and 6/10. On 6/10 the installation team called and said that there was no point in installing the additional duct line, they would email a description of the reasoning, and we should talk to the sales agent about what to do next. However, they couldn't leave our house until they were paid the second half. Not wanting to hold them hostage in our house while we were gone due to policy, we agreed, yet, the agreed upon work was not completed. Over the next week the sales agent gives us minimal contact. He ignores messages and calls. He texted on 6/13 that he would contact us in the next two days and never did. Upon calling him on 6/15 he says he doesnt have any information and would reach back out that afternoon, but never does.

  

  Business response

  07/19/2023

  We have since been back out for this customer and increased the size of this job to solve the issues. We have been paid in full and customer has told us they are happy.

  Customer response

  07/22/2023

  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

  03/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Preferred Home Services came out to look at an issue with our air conditioning. They gave an estimate for repair, but performed no Services. My husband wrote a check (which the technician scanned) and returned the check to my husband. My husband decided to wait and get another estimate from a company that is an authorized dealer for our equipment, and told the technician he wanted to cancel service. This was on 3/10/23. We have repeatedly called Preferred Home Services to refund the money ($3610.20) but each time they tell us "Accounting is gone for the day" or that they have contacted accounting, but nothing has happened in 5 business days. No one from accounting or management has contacted us. We want our money back as soon as possible, since the services were not ordered or rendered.

  

  Business response

  03/20/2023

  I contacted our Accounting Dept. in Charleston on 3/20/2023 and they verified that a refund check was mailed on 3/17/2023. In the case where a check is written we have to wait for that check to clear the bank before we issue refund. Me and my accounting team have left voice mail with Jennifer to let her know a refund was on the way. Also left her my personal cell phone so she could call with any questions she might have.

  Customer response

  03/23/2023

  
  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. 

  However, they did not contact me, they contacted my husband, ***** ********, which is fine.  When the Controller called on Monday, 3/20, she stated that the check was mailed out on 3/17 and that he should receive it "today or tomorrow."  The check was postmarked in Charleston on 3/20 and the check arrived on 3/22. 
  
  Regards,
  
  ******** ******** 

• Initial Complaint

  11/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 2/18/22 my 81 year old fathers gas water heater broke. He contacted Preferred Home Services and they came out and installed a 50 gallon natural gas water heater. They charged him a total of 4,173.00 dollars. The same company then came back on 2/25/2022 and charged him 1,221.90 to change a faucet and strainer. My father has been attempting to get this company to send the appropriate invoices to ***** **** services to he his reimbursements. These people have blatantly taken advantage of my dad. We have called several times but they will not answer.

  

  Business response

  11/10/2022

  We will Absolutely be reaching out to this customer to solve his issues. We have a 24hr/365 day call center so we take phone calls 24/7. We have not gotten a call in this office or been notified from our home office that a customer was reaching out.. We did much more than a water heater for $4k and his invoice will show everything that was done and how much it cost. We have a standard price guide so all of our customers pay the same price regardless of how old they are. We will be reaching out to this customer today as we wamt all of our customers to be 100% happy

  Thank You

  Shawn C****

  Operations Manager GVL

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our AC was making a loud screeching noise. We called Preferred for same day service. The technician arrived in a timely manner. The tech diagnosed the issue to be a failing motor at a cost of $800 While replacing the motor he recommended switching out some older wiring to the panel at an estimated cost of $80. After the wire install, he said the wiring wasn’t compatible with the contact panel and it would also need to be replaced at a cost of approximately $500 Because of time constraints, I ok’d the order The tech spent nearly 4 hours installing the components. Once completed, the same loud screeching sound persisted. He then suggested it was the fan, which would have to be ordered and wouldn’t arrive until the following week He also suggested the AC would be operational with the loud noise until the part arrived At this point, I reached out to his supervisor. While professional in his demeanor, he spoke in a subtle condescending tone and less than accommodating The end result, the tech re-install the old motor and while re-wiring the unit, it blew out the fuses in the control panel in the attic At this point another technician was sent to replace this board After nearly 9 hours, and 2 technicians, the job is still not complete. It appears the technicians are young, and somewhat inexperienced. Both techs would often call a supervisor for instructions While the sales agents and front office were very professional, the actual service was extremely poor

  

  Business response

  07/22/2022

  This is us spending lots of time and going the extra mile to help a customer to get his A/C up and working. Not our fault parts were not available. Not our fault that his system was broken. Either way, PHS returned all of his money and apologized for his situation. 

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