ComplaintsforService Pro Heating and Air, Inc.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took the whole day off work for my service call, which I paid for in advance through my home warranty. I was given no time window, so had to wait potentially all day. The technician called me at 11:40 am, I assume to say he was on the way. I said “hello” about 5 times and got no response, although I could hear him listening to the **** ********* show on the radio in the background. I was doing some yard work in the front yard while waiting so as not to waste the day and did not see the technician pull up. When I called at 12:20 to see when he was coming, they told me he came, knocked on the door, and then left when no one answered. When I complained that I was literally in the front yard, the dispatch lady put me on hold and called the technician. He admitted to seeing me in the front yard but assumed I was a neighbor. He also saw my car in the driveway and the garage door open. He didn’t bother to speak to the man he saw in the front yard. The dispatch lady then told me it was my fault, and they wouldn’t come back. So, now I’m out the service fee and an entire day of work with no care at all from Service Pro. I waited all morning, was physically and very obviously home. The technician admitted to seeing me, but was too lazy to see if I was the homeowner when I didn’t see him. Meanwhile, my air conditioner is still broken in 90 degree August temperatures.

  

  Business response

  08/21/2023

  Mr ****** WAS given an appointment window which you can clearly see in his own photo he submitted. Mr. ****** received a text message that we were on the way. Our technician arrived on time and found no one answering the front door. He then tried a second door through the garage with still no answer. He then called Mr ****** twice from his cell phone while still on the property getting no answer. The technician took photos of him leaving door hangers on both doors. Mr ****** even received a text that we were in route with a link that he could click and track the tech on his way. Service Pro could not have made it any easier or any more clear of when our tech would arrive and Mr. ****** still missed his appointment. Our tech was on his property for 15 mins total while trying to contact Mr. ******. 
  
  As far as any money being owed to Mr. ******, Service Pro heating and air never collected any money from Mr. ******. ******** **** ****** did. If he feels he is owed a refund he can contact ******** **** ******.

  Customer response

  08/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  As I stated in the original complaint, I acknowledged that the technician came to my house. I also answered the phone when he called and heard the radio show he was listening to, but he never said anything.

  My complaint stands that although he admitted to seeing me cutting the grass in my front yard, he only knocked on the doors and stood around for 15 minutes without bothering to see if I was the homeowner. I have resolved the financial issue with ******** **** ******, but I am still without AC in August due to the technician’s lack of interest in walking a few feet away from the house. The unwillingness of this company to accept any responsibility and instead blame me entirely is unacceptable.

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

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid ******** **** ****** $100.00 for a A/C Tune-Up. They sent a technician from Service Pro Heating and Air. The technician briefly checked the A/C temperature and checked to see if we had a filter in the attic, wrote up the invoice stating that he could not complete the PSC / Pre Season Check because of low freon, he could not tell us how much freon we needed or the cost. After a few days we had to call ******** **** ****** and learned that the Service Pro technician never submitted the paper work to them, ******** **** ****** had to call them. ******** **** ****** told us we would have to pay another $100.00 for another technician to come out and put in the freon. Another Service Pro technician came and told us he saw dye in the system, we had a leak and the coil needs to be replaced; he too could not give us the amount and price of the freon they said was needed. A few years ago a technician from Service Pro saw the dye and took care of the leak problem by putting in a valve, which he said was the only repair needed. Our A/C has been working fine, all we wanted was the tune up that was emailed to us from ******** **** ******. Having the evaporator coil checked was part of the items listed in the tune up which the first technician should have done and we would not have had to pay another $100.00 for another technician to come out . We feel that the so called "A/C Tune Up" is a scheme for ******** **** ****** and Service Pro Heating and Air to make money because now we are told we must pay (an estimated) $2065.00 to have the coil replaced. We are senior citizens and feel we've been taken advantage of. This entire situation has been a nightmare! We paid $200.00 and still did not get the A/C Tune up that was promised. We recently recommended Service Pro Heating and Air to our neighbor because we thought they were honest and fair, now we are not so sure anymore.

  

  Business response

  06/29/2023

  To whom it may concern,

  This is to address the complaint filed against Service Pro Heating and Air. Per the homeowner's contract with ******** **** ******, Service Pro has followed all protocals required per our contract with ***. Per the h/o's contract with ***, all cost are dictated per the h/o's contract with ***. The homeowner will need to reach out to *** for explanation of cost breakdown. Once the out of pocket cost was given to the homeowner, the repairs were declined through phone conversation on 5/10/2023. Please let us know if we can be of further assistance. 

  Thank you,

  Richard C******

  General Manager

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******** **** ****** assigned service pro to repair my HVAC unit on September 26. They came out and said it needed an evaporator fan and it was ordered through ***. ******** **** ****** said that service pro told them that I was left a message saying that if I didn't contact them by the end of the day that I was denying a cash pay out and closed the work order out. I never received a message from them and now it's been over two months without heat. Now *** just told me that I would have to open a new service request since it was closed by service pro. I will have to start the process over again.

  

  Business response

  11/28/2022

  Thank you for reaching out. We were at your home on 9/28 at 10am. The blower motor was ordered through *** by 12:47pm same day.

  By Oct 3rd we had not received a part update so we contacted your home warranty and were told it had been ordered but they had no ETA.

  Oct 6th - we called them again and were told the same thing.

   

  Looks like on Oct 13th you were understandably frustrated and asked us to quote you directly for the job instead of waiting on ***. We found a similar motor and quoted $704 total for the motor install. The motor cost alone was over $550 wholesale. We added 2 hours labor to that. You were given the price for repair and told our office staff you werent going to pay that which is completely understandable given you pay for a home warranty. 

   

  By Oct 25th we still had not received the motor or an ETA. We tried to contact you to explain your options and get this job finished but had to leave a voicemail. After a few days we did not hear back from you so we had to close the work order.
  
  

  *** has to order OEM factory parts. That motor was on backorder with no ETA so *** is kinda stuck. We can offer you the same motor just not OEM and get that installed. Our motor would be just as good if not better quality than what the factory used. You can pay us for the repairs then attempt to get reimbursed by ***. 

  Thats really the only sensible solution unless you want to start over with ***. Feel free to contact our office if you would like to go that route and we will get you in scheduling. 
  
  Thank You

  Customer response

  11/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Regards,
  
  ****** ******

  Customer response

  11/30/2022

  I still have no heat after two and a half months. Service Pro now says the blower is ordered and should be in by Monday. Why couldn't this have been done to start with. 

  Customer response

  12/14/2022

  Service Pro did finally install the fan to complete the HVAC job, however it took two and a half months. I'm not pleased at all with the time frame.

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** **** ****** sent Service Pro to fix our downstairs A/C unit. Technician wrote and I quote" System Pressures are very low. I found refrigerant leak in evaporator coil for downstairs system. Need to order and replace coil. Refrigerant cost 5lbs $700". Now *** is denying repair due to damage to system that technician reported. No where on this invoice is this stated nor did Cody tell my husband that there was damage to the coil that was not normal. What games are these 2 companies playing?

  

  Business response

  07/27/2022

  Thank you for the feedback. Your home warranty makes the decision on what is covered and what is not for each contract. Service Pro has no control over that.  I can at least explain our process here.

   

  You need a new evaporator coil for your hvac system. Because of the high cost of this repair we are required to send photos of the indoor and outdoor unit. At that stage the coverage decision was made by your home warranty.
  
  
  
  Service Pro also has to evaluate the system to be confident we can warranty our work for at least a year and with the condition of the outdoor condenser we could not do that.

   

  If they only denied the outdoor unit we could just quote you to replace the condenser also. Doing so would replace the entire AC system. You would then have a more efficient, reliable system. You would also be switched to a modern refrigerant. Currently just replacing the coil you would still be using R-22 which has been phased out and gets more expensive every year.

   

  Hope this helps clear things up.

   

  Customer response

  07/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  We had another company come out independent of ******** **** ******. Yes the system is old and would benefit us to replace but *** was told by Service Pro that there was damage not due to normal use and age which is why the claim was denied.  This company did not find  any damage that was not normal due to age of system. 

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

  

  Business response

  08/03/2022

  Thank you for the response. I have attached 3 photos showing the damage to the outdoor condenser coils. These photos are what your home warranty company used to make their decision. We are required to send these photos and accurately report what we find. That is exactly what we did. 

   

  The debate of the damage being "normal wear and tear" is between you and your home warranty company not us. However physical damage "which is what this is" has never been covered by your home warranty company in the 20 years I have worked for them. Either for someone else or now for my own company.

   

  As far as another company coming out saying the damage IS normal wear and tear?
  
  Pictures do not lie. We offer 10 year parts and labor warranties on all of our system installs. In the 9th year if I tried to return a leaking condenser with that much damage the outdoor coils they would laugh me out of the building. No manufacturer would consider physical damage like that normal wear and tear and it would be denied every single time.
  
  If anyone should be accused of lying or being unethical it would be whatever company came out there to sell you a system. They obviously will tell you whatever they have to, to get you to trust them and make a sale. 

   

  The photos wouldnt upload here so I provided links. Hopefully this resolves our end of this complaint as there is nothing more we can provide on this matter.
  
  

  Thank you, Robert W***

   

   

  https**********************

   

  https:*********************

   

  https:*********************
  

• Initial Complaint

  11/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My home warranty company (******** **** ******) sent out Service pro to look at my HVAC when heat stopped working. -Told me next available appointment would be a week from first contact -Tech was not told where key would be located to get into residence, so they left without doing any work -Rescheduled appointment for another week later -Tech came to diagnose problem and wrote a report to ******** **** ****** that my thermostat had faulty wiring, therefor it would not be covered -My thermostat has always worked and continues to work to provide AC to my home -When attempting to contact Service Pro to get clarification on the issue, they have not picked up they phone for over 10 calls. -I have left over 10 messages with them and no one has returned my calls -I have since had a seperate company come out to look at my HVAC and was told there was nothing wrong with my thermostat and that the issue was a motor inside my gas pack unit. -I just feel like Service Pro wrote a fake report to give to my warranty company so they would not have to cover my repair. This seems very unethical and shady. -I did not receive a report from this company on the diagnosis.

  

  Business response

  01/01/2022

  Thank you for contacting us. You are a customer of a home warranty company and we are a client of theirs. They contracted us to come to your home to diagnose your heating system. We did not collect any money from you, nor do we determine what is covered. Upon inspection of your system the technician determined that the system had been "wired beyond factory design". This simply means the unit had been modified outside of what is how the factory intended. 
  
  The wiring diagram that comes with the system did not match how the system is currently wired. To avoid liability we do not work on systems in this condition. We called in our report and were done with the call. Our obligation is to the home warranty company which we completed our job. Its up to your home warranty company to contact you and inform you of their decision to either cover the repair "rewiring the system back to factory design" or to just deny the claim. You also could just ask for a second opinion.
  
  It is not our place to call a customer and tell them something is not covered and again due to the liability we declined to work on the system in its current state. All this information should be given to you from your home warranty company which is who you paid, not us.
  
  Please contact them for further explanation. 
  
  Thank You.  

• Initial Complaint

  11/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hello: My wife and I have been customers with ******** **** ****** for years and have never been mistreated by one of your local vendors as we have recently. On Thursday October 28 I filed an online service request for a problem with our downstairs heat pump. We were assigned Service Pro Heating & Air as the company to complete the repair work. Problem #1 Service Pro Heating & Air NEVER contacted me to set an appointment to visit my home - I called them the next day after not hearing from them. They told me that the earliest time they could send someone out was November 3 (6 days later). On November 3, a technician came out (Phillip) and diagnosed that a fan on the attic unit needed to be replaced. I asked him how long would it take to acquire the part and complete the job. He said that he didn't know but that he would immediately place the order upon getting back to the shop and would even ask his boss to put a "rush" on the order. Since that evening, I have called Service Pro Heating & Air six (6) times in an effort to get a status report on this job. Problem #2 They have yet to return ANY of my six (6) phone calls asking for an update/status report. I have called back to *** twice since then to express my disappointment with this company. My most recent call was today (November 17) at 1:30pm. I requested that Service Pro Heating & Air be cancelled and I be given another company to complete the job. I was told by the *** representative that this was not possible - that Service Pro Heating & Air has to be allowed to complete the job. The representative stated that all she could do is promise that they would never be assigned to me again for any future work. Problem #3 So I'm stuck with a seemingly inferior company that has no intention of telling me what on earth is going on with my home repair needs. Problem #4 When I called *** today - I discovered that the needed part for my repair work was JUST ORDERED today - November 17. This is HORRIBLE.

  

  Business response

  11/18/2021

  We apologize for the delays here. Your part was ordered the same day on Nov 3rd. but no ETA was given. It wasnt until the middle of the next week we were finally told by the local supply house that the part was on backorder. At this point we attempted to use another vendor further away and again they could not give us an ETA for the part arrival. We are forced by the manufacturer to use certain vendors which is out of our control. A final attempt was made to resolve this using a vendor in Georgia but were informed it could be 3 weeks before the motor arrived. 
  
  At this point we contacted your home warranty company to discuss options. They were able to order the part but again we were not given an ETA. The only thing we know is it is being shipped directly to our shop. Feel free to contact us at ************@gmail.com for any further questions.

  

  Business response

  12/08/2021

  This customer is scheduled for repairs on 12/09/21 to install their circuit board. We received the part yesterday and that was the soonest available appointment

  Customer response

  01/07/2022

  Thanks Ms R*****:

  
  

  Yes, Service Pro did finally complete the job.

  
  

  Thanks!

  ******* ** ******** 

*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. ↩