Complaints

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:07/03/2024

  Type:Customer Service 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.

  I have been a preferred a/c and plumbing customer for 4-5 years. We even pay extra to be a preferred loyal customer. Twice a year, I receive a text message reminding me it’s time for a yearly check up on the a/c unit and the heating unit. This year we did not receive the text notice however, about 3 weeks ago I called preferred to schedule a yearly a/c check up. The lady I talked to advised me, I couldn’t get the a/c serviced until September. I explained that was about the time I got the heating unit served. The lady then informed me that preferred recently merged with another company. The lady either couldn’t or wouldn’t tell me who the controlling party of the merger was. However, I am really dissatisfied with the lack of service and paying extra money being a loyal customer. I have some decisions to make.

  

  Business Response

  Date: 07/09/2024

  We appreciate our client speaking with our Customer Experience Manager to share his feedback and voice his concerns. In an attempt to make things right we have moved up the scheduled maintenance from Sept to next week on 7/17. We have also already scheduled his winter maintenance during this conversation as well. We also were able to discuss the fact that he is no longer paying for the membership as he is currently enrolled in our complimentary lifetime Military Appreciation Preferred Partner Plan. We also discussed adding notations to the file for us to use text messaging only moving forward to schedule these maintenance visits as we did call back in May to schedule but that was not received. Our Customer Experience Manager also provided our client with his direct phone line so that way moving forward he has a way to voice any problems, issues, or concerns that may arise and we can address them in a timely fashion. Thanks again for being a loyal member and we sincerely appreciate you giving us a chance to make things right!

• Initial Complaint

  Date:06/24/2024

  Type:Billing 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.

  We had Preferred come do two repairs before we moved out of our home in late May, one charged to my wife's credit card, the other charged to mine. The card she paid with was then charged $1438.00 for a service at that address 15 days after we moved out. She called to complain and they refunded the money saying they charged the wrong card. They then charged the card I used the same $1438.00. I called and they said they couldn't find my name or phone number in the system. They said that address was associate with someone who was not me, and that they saw the service done that day in June. The customer service rep said she would contact accounting and have them call me in 24 hours. 4 days later, they still haven't contacted me or refunded my card. I have called the credit card company and reported it as fraud. Why would you not ensure the homeowner's name is on the card being charged and that they can give the security code on the back of the card??

  

  Business Response

  Date: 06/24/2024

  Thank you for speaking with our Customer Experience Manager this afternoon about the concerns you shared. Both cards that were incorrectly charged $1438 have been refunded and we have also emailed confirmation of those refunds for your records. The most recent refund of $1438 was processed on 6/24 so we do ask that you allow the standard 5-7 business to see this credited back. We also have ensured that neither cards are attached to that account and we promise this will not happen anymore. We again sincerely apologize for this accounting mistake and appreciate your patience and understanding to allow us to correct this error.

• Initial Complaint

  Date:02/09/2024

  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.

  If I could give this place 0 stars I would. We had a plumbing issue that unfortunately flooded our bathroom and bedroom. We had one of preferred's plumbers come out on Monday and cleared the block temporarily and said someone was coming back with a hydropblast the next day. Two plumbers came back the next day and said they cleaned out our pipes but the rest of the issue was on the City. 3 hours later the city came out and showed us our pipes that looked like they had never been cleaned. It was so filthy that when he tried to clear it our showers started flooding. I have a signed letter from the city stating the issue is on our side and was not fixed by the Preferred plumbers. I have requested a call back from a manager and have yet to receive, even though I have called every day since Tuesday and it is now Friday afternoon. I even emailed the letter from the city over to them. This is extremely unprofessional, when I paid $1,000 for a job that was not done right. After paying that much you would expect at least an acknowledgement from the manager but I have yet to receive anything.

  

  Business Response

  Date: 02/15/2024

  We sincerely apologize for the inconvenience caused to you and your family. We strive for 100% customer satisfaction, and we regret that we were unable to provide that type of experience during our plumbing recent visits. In our line of work unfortunately we do sometimes have disputes on things with city workers and we are sorry you were caught in the middle of this. On 2/12, our operations manager reached out directly to address the concerns shared in your complaint and on 2/13 we processed a full refund back to the card that was used. Refunds generally will take 5-7 business days depending on your bank. The operations manager also mentioned that if you have any future issues that he was willing to personally get involved to ensure we get to the bottom of the problem. Once again, our goal is 100% customer satisfaction and if there is anything further that we need to do to help feel free to reach back out!

• Initial Complaint

  Date:12/14/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  I am unable to get a completely filled out form for dominion energy to receive their energy credit for my new water heater. Should be very simple. That did seems me on incomplete form abd I've been asking them to complete the form for weeks

  

  Business Response

  Date: 12/19/2023

  We do apologize that the rebate process was not completed in a timely fashion and that our previous attempts to take care of this for you were unsuccessful. As of 12/15, the completed rebate form was emailed over to the homeowner. During a conversation with our Customer Experience Manager on 12/14 we also offered to provide our monthly membership free of charge for both of the properties that are currently under the membership plan for 1 year in an attempt to make things right. This offer still stands if the homeowner would like to give us the opportunity to regain their trust and reestablish what has up to this point been a valued relationship. 

  Customer Answer

  Date: 12/22/2023

  
  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.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  PHS came to my house to fix a leak in my kitchen sink and ended up selling us a new faucet. The one they put in was different from what we wanted but were told it was cheaper and the same thing. the face plate was too small and was not covering the hole left by the previous faucet and there was glue coming out of it and left old glue stains where the old faceplate was stained on our counter. Within 2 months the sink had started leaking again and ruined our cabinet under the sink. they came and fixed the leak and said they would come back and replace the faucet that didn't fit our sink but they would have to come back the next day. we never heard from them so we called them and they came back the next week but couldn't fix it because they didn't have the right faceplate so they said they would be back the next day and again we didn't hear from them, so again we called them back and they came and replaced the faucet with another one that didn't cover the hole or glue stains but they said it was a temporary fix although it still leaked water because wasn't big enough to cover the hole. they told us not to call them and they would call us when they had the right parts. two more months went by and we hadn't heard anything from them so we once again called them and they had someone come out who tells me we need a whole new faucet but he had to order it and would be in touch at the beginning of the next week and once again they didn't contact us and we had to contact them and they said they would come the next day and had the right parts to fix the problem but once again they cancelled saying they didn't have the right part and they would have someone contact me within 48 hrs and that was six days ago and haven't heard one thing from them. something that seamed like it should've been an easy fix has turned into water leaking under our sink for close to a year. it has ruined our cabinet and has an unpleasant mildew odor that won't go away. i have all of this recorded.

  

  Business Response

  Date: 11/20/2023

  Per our plumbing manager Nate spoke with the homeowner on 11/9 and sincerely apologized for the lack of communication that has been giving through this issue. We have had a change in management for that department and this concern may have slipped through the cracks and again we apologize. Every technician that has been on site has made it seem like resolving the issue is as easy ordering the part and scheduling in a day or two. He explained that a half dozen people have spent double that in hours searching for a faucet that has a trim plate that will cover the existing footprint stained by the original faucet. As far as we have found, this part is not available but unfortunately this was never communicated. They also discussed the damage to the cabinet in which the homeowner expressed was "not a big deal" and he was not holding us liable for. Our plumbing manager Nate expressed the desire to resolve this issue with realistic expectations, good communication, and in a timely manner. The new expectation agreed to by the homeowner is that we install a new faucet or face plate that covers the holes and prevents leakage into the cabinet but does NOT need to cover the existing footprint.

  We had our senior tech Clint return on 11/14 and his invoice summary states that he "removed the kitchen faucet, cleaned counter with different cleaners and scrapped off all debris that was left on counter, and installed new kitchen faucet. Owner was very happy with results. See photos for before and after pictures".

  Our Customer Experience Manager Jamaal also followed up with the homeowner on 11/17 to discuss the experience and see if there was anything further we needed to do to make sure he was satisfied and he confirmed that we were able to address the concerns expressed and that he satisfied with the visit with Clint and the resolution. On that call we also offered to provide our Preferred Partner Plan (membership that offer 2 hvac tuneup visits, waived dispatch fees, and 15% off repairs costing $198 per year) complimentary for 1 year so that we can get a chance to regain their trust and allow the homeowner time to decide if he would like to continue doing business with us without having to pay the monthly fee. The homeowner did say he wanted to discuss with his wife.

   

  Customer Answer

  Date: 11/20/2023

  
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/08/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Had a mini split (Mitsubishi) installed in March of 2023. I was told I would receive a rebate form and called a half a dozen times to get a straight answer. It is now August and no answer, just “We’ll call you back” and I continue to chase after them. I thought I could trust this local company, though I wouldn’t recommend them to anyone.

  

  Business Response

  Date: 08/16/2023

  We sincerely apologize for not being able to get in touch with this client as we would love the chance to resolve this matter. In regards to the rebate in question, this mini split was a new installation. According to the rebate program from dominion it needs to be a "like for like" to receive the rebate. The client had a new mini split installed which was not a "like for like" so unfortunately this would not qualify for the rebate. Our install manager has tried calling the client 3 times since 8/8 (two times he left voicemails providing his personal cell phone and the last time we could not because their voicemail is full) to try to explain and resolve this matter but we are unable to do so if we can't speak with the client.

  

  Business Response

  Date: 08/28/2023

  We appreciate you taking a call from our CEO and Sales Manager today (8/28) and with working with them to answer your questions, address your concerns, and come to a fair resolution. As discussed we will be sending you a check for $400 and it will be in the mail by 8/30 at the latest. We thank you again for discussing your concerns with our upper management and giving us a chance to make things right! Feel free to reach back out if we can be of any further assistance!

  Customer Answer

  Date: 09/05/2023

  Hi Daniel, just wanted to let you know that I received the necessary information to close out this complaint. 
  Thank you very much in helping me come to a satisfactory resolution on this matter. Have a great weekend. 
  Sincerely, 

  ***** * ******* 

• Initial Complaint

  Date:02/21/2023

  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.

  We purchased our home in March 2022 at which time we hired PHS for several home projects such as electrical work, tankless water heater installation, updating plumbing, and a new sewer line. Our complaint is in regard to the new HVAC system and ductwork that PHS installed. Transaction Date: Our contract date was 5.26.22, with a completed installation of the HVAC system on 6.02.2022. The amount of money you paid the business: In total between 3/2022 and 6/2022 we paid PHS $60,400. The HVAC work alone was $38,000. What the business committed to provide to you: Lennox XP 20 variable speed w/pure air and completed ductwork with “5 yr ‘no lemmon’ guarantee, 5 year performance guarantee, workmanship guarantee, 100% satisfaction guarantee (2 Yr.), ‘apples to apples’ guarantee, ‘no surprises’ guarantee”. What the nature of the dispute is: negligent installation of the system in an un-encapsulated crawlspace that allowed the system to excessively sweat for 5 months causing standing water, mastic didn’t cure, microbial and wood destroying fungi growth, deterioration of subfloor, joists, and interior floors, poor air quality and exposure to noxious mold, extreme stress to the household. Weather or not the business has tried to resolve the problem: after many months of back and forth conversations, outside opinions and inspections, and several non-responses to consumer questions and concerns, PHS had remediation company remove standing water and provide in-home air scrubbers, at our request an air quality test was performed showing decreased air quality. They paid for complete encapsulation of the crawlspace and replaced ductwork. They did not follow the industry experts’ recommendations for proper and complete remediation and they are refusing to address the interior floors and perform a repeated air quality test despite multiple requests.

  

  Business Response

  Date: 03/02/2023

  Preferred Home Services believes there to have been pre-existing damage and conditions to the home prior to the installation of the new HVAC and ductwork system on 6/2/22 that were neither the cause or fault of Preferred Home services. We tried to explain and negotiate with the customer to stand up for our position and reputation. Ultimately, in an attempt to to provide customer satisfaction, we paid $24844 for a full encapsulation of the customer's crawlspace which also included a dehumidifier, joist repairs along with replacement of the ductwork doing what we felt was the fix to their preexisting condition (attached invoice). Again, Preferred Home Services believe the customer's issues were ongoing prior to our involvement but we thought we were making the customer happy and going above and beyond. Every expert we have talked to about the issue says there is no way the rest of the damage was caused that quickly and it was an pre-existing issue. We believe they knew of this existing issue and are trying to scapegoat us into further repairs that we are not willing to make.

  Customer Answer

  Date: 03/17/2023

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

  We feel as though PHS continues to paint us as an opportunist. That is not at all the case and a huge part of our frustration. Again, we are not asking PHS to take responsibility for any issues deemed pre-existing. That is why we have been completely transparent, available to talk, asked for opportunities to address our concerns. Prior to the encapsulation, we again asked for an opportunity to discuss our concerns and were ignored despite multiple texts, calls, and emails.
  PHS brought Low Country Crawlspace to our home to provide an inspection and recommendation after the standing water was discovered. That is not something we initiated. There was no prior conversation or agreement, that at the completion of those recommendations, obligations would be satisfied.
  We did not expect PHS to ‘offer’ encapsulation as a part of their services and we entirely understand what is within their scope. With that said, when a PHS “Comfort Care Specialist” sets an appointment at our house, tours the crawlspace and attic, then provides specs and recommendations for a system that will solve any current issues-as a consumer, you expect just that.
  To be clear, our crawlspace and interiors were free of any standing water and subfloor/floor saturation at that time. We had a stable crawlspace. We trusted the ‘Comfort Care Specialist’ and PHS because of their “No Surprises Guarantee” and “100% satisfaction guarantee”. We feel like we were given a false sense of security for such a large investment ($38,000) and didn’t further investigate potential pitfalls, nor were we made aware of any.
  We have simply asked PHS to make well on their marketing and resolve the issues that resulted from the HVAC. We have provided all the documentation to justify that encapsulation alone, and replacing the ductwork, is not the entire resolution. We are not now asking for more. We have been asking how the interior would be addressed from the beginning. When we finally would get a response, it was stated over-and-over that discussions were being had with ownership and they were waiting on a final answer. It has dragged on for months!
  At this point, it is well understood that PHS won’t be taking responsibility for any interior damage as a result of their HVAC install, so we are simply asking that PHS:
  #1 Change their marketing.
  #2 Have customers acknowledge how a variable speed unit may perform in an un-encapsulated crawlspace in our region. As a consumer it feels negligent that PHS never had this discussion with us. Again, Jamie, who was brought out by PHS to inspect the install, and PHS in-house Lennox specialist, indicated the system we purchased should only be installed in fully encapsulated crawlspaces. Furthermore, the air hygienist-Mike Underhill- who was brought out as a part of Restoration One’s inspection, sited an article written in 2012 that further supports industry knowledge of such requirements. https://*******************************************************************
  #3 A refund of $38,000 (the amount we paid for the HVAC system and install) as they have not made well on their promises, contractual obligations, and are not willing to finance a complete resolution. We asked twice for them to remove the system and refund us (prior to the encapsulation). They did not honor those requests.
  Over the course of 6 months several inspections of the interior were done for which we opened our doors to strangers, and made ourselves available for. This included 2 of PHS warranty specialists on two separate occasions, the owner of Restoration One and two other employees in addition to an air hygienist, and Paul-a carpenter that PHS uses. We all were under the impression that PHS was working towards a resolution and taking responsibility for interior damage. Additionally, we are aware that PHS contacted Low Country Crawlspace for an estimate on the interior work as well. We provided our own proposal from a third-party inspection as stated previously. There was a meeting with many of the above industry professionals and PHS to which we were not invited even though it concerns us and our home. PHS went to those lengths just to determine that the cost is too great and wipe their hands of any obligations without providing a proper forum or opportunity for us to speak.  Not once have we heard from ownership with an apology for what has taken place or any understanding of what it has put our family through. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 03/23/2023

  Preferred Home Services again does not believe the pre-existing conditions at the customer's home were the fault of our company. We felt that us addressing the pre-existing issues in the crawlspace by hiring a third-party crawlspace company and paying them $25000 to encapsulate the crawl space, add a dehumidifier, and replace damaged floor joists and girders along was doing the right thing for the customer but was never an acknowledgement that we caused the issues within the customer's home. This was done as a good faith attempt to do what we thought was right and to provide customer satisfaction but unfortunately the customer is now trying to hold us responsible for even more repairs to their home. At this point we are willing to honor the warranty agreement that is in the contract signed but all of our guarantees relate to the performance of the HVAC system along with the workmanship of our technicians and does not cover repairs to issues that were existing prior to us installing an HVAC system. 

• Initial Complaint

  Date:01/23/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  We hired Preferred Home Services to install an HVAC system. It took them 13 visits and almost 3 months to have it installed properly, rendering us without working AC for the majority of the summer with a newborn in the house. They caused an electrical fire at our home, displacing us for 3 days, causing extreme anxiety, and missed work days. The customer service is a farce, promising the moon and delivering nothing but bullying. We asked to no longer use them but they insisted they continue as their HVAC parts were on our property - our bathroom is still not adequately heated/cooled. The manager bullied us when it came time to discuss compensation, making snarky comments about where we stayed after the fire they caused (one night in a hotel and two in an airbnb) and showing little remorse for the damages they caused. They exposed us and our newborn to countless technicians over the course of those 13 visits, each one badmouting the other, talking about how their craftmanship was poor and "I would never have done it this way" or "I can't believe this is how they did this" etc. The company is poorly run and it shows in every crack of their operation. My entire maternity leave was scarred by them, with the icing on the cake being the bullying about reimbursement at the end. We have been directly harmed by this business and I would never recommend them to anyone.

  

  Business Response

  Date: 01/27/2023

  Preferred Home Services strives for 100% Customer Satisfaction and we do apologize to our customer about how this situation has ended up. We never intended to make the customer feel bullied and wanted to try to come to a fair resolution for both parties. To date we have reimbursed the customer $1929 for the hotel expenses along with a refund of $6071 for the HVAC unit that was installed. We have also offered 5 year maintenance of the HVAC unit as well although the customer said they never want us in their home again. The amount refunded of $8000 was agreed to by the customer after we did not agree to their request of $11785 in addition to the agreed upon hotel expenses. Ultimately at this point we are unsure what the customer wants to make sure that they are satisfied with resolution decided. Our customer experience manager has reached out again on 1/22 to apologize for this whole situation and let them know that our owner has been involved in the situation and would like to know what can we do at this point to make sure they are satisfied. The customer let us know they would reach back out once discussing but as of 1/27 we have not heard back. We are open to resolving this matter but would like to ensure whatever is agreed upon will indeed satisfy the customer for everything they have went through. 

  

  Business Response

  Date: 02/06/2023

  We spoke with the customer on 2/1 prior to 1st response deadline, in which they said ultimately what they were looking for as a resolution was for us to reimburse them based off their original proposal of $11785 which would entail an additional reimbursement from Preferred Home Services of $5715. Our Customer Experience Manager let the customer know this request would be taken to upper management and we would follow back up on 2/2. On 2/2, we received the message saying the customer rejected our response which was simply Preferred stating that we are waiting to hear back from the customer on what exactly they would need as reimbursement to make sure we are coming to a desired resolution.

  We contacted the customer on 2/2 and apologized if our response came across as bullying because again we just want to make sure that whatever is decided will indeed be a resolution for the customer. The customer expressed that they feel they should also be compensated for missed work hours and daycare cost as well. We explained that we are unable to make up for the anguish they experienced but ultimately we need to know what she would want to make sure that this is resolved because that is what we thought we did when we issued the first refund in November. Customer said they understand and thanked us for following up and that they would call back with a specific dollar amount that would resolve this once and for all. 

  We understand that the customer has a busy schedule and we are still awaiting a response back. We are open to resolving this matter but would like to ensure whatever is agreed upon will indeed satisfy the customer for everything they have went through.

  Customer Answer

  Date: 02/09/2023

  
  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. Aside from awaiting reimbursement and filing necessary paperwork in person, we have resolved our issue and once reimbursement is reconciled we will consider the issue closed and that we will be made whole in our losses.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:10/19/2022

  Type:Customer Service 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.

  So they were suppose to come out by the 15th of Aug to do work on the house. They told us on the 15th that they didn't have the part we had to wait. 2 weeks go by and they get a call from my father in law. Instead of makeing sure it was me calling they just gave him info. I understand that he was rude and loud with them but he should not have been involved. Then a friend of mine was trying to get a job there. He comes home and tells me that the company is bad mouthing me behind my back. They did come out to do the work. They had an attitude and were rude while they were here. The work was OK. Not 4000 dollars ok but ok. They screwed bolts into my roof ruinning shingles. I tried contacting the company at least 4 times about not be happy and wanting a refund. They do not wanna give any kind of refund and telle they will give me credit for more work that I do not want from them. When pressed they said oh its your word against theirs. I told them I would call you guys

  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/20) */ As a company we do strive for 100% for customer satisfaction and we are sorry that this situation has led to this complaint. We feel it is appropriate to provide complete details of our interactions with the customer. The customer reached out to us on 9/6 to make an electrical service appointment because his metal support cable snapped and disconnected main power supply and ripped power box off side of the house. This happened about 2 weeks prior and they had no electricity in the home. We were able to get out to the technician on 9/7 and went ahead and waived our dispatch charge to get the tech to his home and provided an upfront price of $4063 for a meter/mast install which included the following Supply and install one Milbank meter/main meter base, install new 2'' rigid mast, strut straps and all other necessary straps, new weather head. The customer ended up saying that he was looking at other options and will call us back when ready. The customer reached back out later on 9/7 to let us know he was able to get funding thru his insurance company to complete the project. He was advised at this time that a permit needed to be pulled and we would reach back out once the permit has been approved to schedule the repairs. The customer called back in on 9/8 to authorize the repair and provided our CSR with a credit card to take the $4063 payment. Preferred contacted the customer on 9/12 to schedule the repairs for 9/15. Unfortunately on 9/13 we were informed by the manufacturer that one of the parts needed to complete his repairs was going to be delayed. As soon as our electrical manager was made aware of this by our warehouse team he reached out to our customer and left a voicemail letting him know that we would need to reschedule the project for a day when we have all of the parts needed to pass inspection. Customer called in on 9/15 inquiring about his appointment and at this time our electrical dispatcher realized that our customer apparently did not get the voicemail from the electrical manager. She at this time explained that there was a delay the arrival of one of the parts needed for him to pass inspection and we would update him when we knew an ETA. Customer called back in on 9/16 to check the status and was informed that we got an ETA of 9/20. Our dispatcher reached out to the customer on 9/20 to let him know the guy wire did arrive and we let him know that we can complete the repairs on 9/21 and also have the inspection scheduled for 9/22 and that the inspectors will be sending a release to get the power reconnected. Preferred came back out to complete the repairs on 9/21. Customer reached out to Preferred on 9/28 and stated he had wets spots in the ceiling directly below where electrical work was done and that we screwed bolts into his shingles which caused water to enter the home. The customer also at this time requests to speak to a manager because a buddy of his who was trying to get a job with Preferred was told by some unknown person in the electrical department we were calling the customer an "*******" and "jerk". He also mentions at this time that because we were unable to come out on 9/15 that we cost him $800 in hotel expenses because he had to wait another week for the work to be completed. The customer did allow our tech to come back to his home on 9/28 to make the repair to the roof shingles. Because Hurricane Ian was approaching the area our tech temporarily sealed the eyebolt penetrations with silicone. He also noted that he can return to seal with mastic or tar roof sealant. This was our last job completed for the customer. Because of the concerns shared on 9/28 our Electrical Manager followed up with our customer. After a few attempts he was able to speak with him and at this time because our electrical manager was unable to confirm that he did not receive his VM to reschedule on 9/13, he offered to reimburse him half of the $800 hotel expenses that were incurred from 9/15-9/22 as long as he provides us with a receipt/invoice. In this type of situation, our accounting department requires proof via receipt or invoice in order to authorize reimbursements back to our customers. We also wanted confirmation that the customer did in fact get a hotel for a week because he mentioned on his call with the electrical dispatcher on 9/15 that he was in fact staying at his grandparents home. During this conversation the electrical manager also asked him about how the roof repairs held up after the hurricane and the customer confirmed that everything was dry and no further actions was required regarding the roof. During this conversation our electrical manager asked him directly about who was talking bad about him and what was said so that he can discipline them but he was unable to provide any further details to back his claims that we were calling him names. At no time during this conversation to address his concerns did he mention anything negative about the work we completed. Our Electrical Manager received a text message from the customer on 10/4 that included a hotel receipt dated 8/30-9/3 which was prior to Preferred ever coming out to his home. Our electrical manager at this time informed him that because the only receipt he could provide was for a hotel stay prior to Preferred ever coming to his home that he would be willing to provide him with a $400 credit on his file for future work. At this time the customer states wasn't going to use Preferred again and that he wanted a $2000 refund not a credit on his file. The customer reached back out to the office to speak with a different manager in regards to his refund request and Preferred bad mouthing him. Our Customer Experience Manager reached out to the customer on 10/10 and the customer proceeds to state that we should give him half of his money back because of something "someone" said to his neighbor and also our guys were rude while working. At this time we let him know that were are more than willing to reimburse him for any expenses incurred due to the parts delay and that I was willing to reimburse not just half but the entirety of those expense provided he can provide us with a receipt. At this time the customer states that all you guys care about is the hotel and nobody cares about your guys talking bad about me to a neighbor. The Customer Experience Manager informed him that we would not be authorizing refunds just based on a "he said she said" scenario with no details. At this time the customer stated that he just wants half his money back and that he would just go to the Better Business Bureau and hung up. In regards to some of the other statements left in the customer complaint we wanted to address a few of those items as well. The customer mentioned a neighbor saying Preferred was bad mouthing him. This neighbor was the "buddy" he referenced who was trying to get a job at Preferred. This neighbor got offered a job with Preferred but our HR team ended up rescinding the offer the morning of 9/28. Within a hour, the customer is calling us stating that his neighbor said we were calling him names and bad mouthing him. We are not sure if this is a coincidence or not but felt it was relevant to share in our response. The customer also said that our techs had an attitude and were rude. As far as anyone being rude to him all the technicians on site told the electrical manager that they had grimaces on their faces, one covered his nose with a shirt and a few gags occurred while near the entryway and at the meter because of a smell from the customers multiple cats and dogs living inside the home without power for weeks. We do apologize if that came across as rude but was never the intention of our technicians. In regards to us screwing bolts in the customers roof, The guy wire kit installed is designed to be inserted into the roof via screws. We acknowledged that it was done without proper water sealant in the roof which allowed for a leak but that was corrected and the repair was fine based on the customer's conversation with the electrical manager. In closing, Preferred Home Services does not feel we owe this customer a refund of any kind because we provided all of the services the customer authorized us to perform and any legitimate concerns about the work we completed was followed up on an addressed to the customers satisfaction in a timely matter. Consumer Response /* (3000, 8, 2022/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ok first of all, I was told the 15th. AFTER the 15th I was called (not sure what day), and was told they were having to reschedule because the part could not be delivered in time. That is correct. I looked the part up online and lowes and home depot had the part. I understand that is not their supplier but knowing I had no power for an extended period of time I thought they would do what needed to be done. Instead the coany insisted on waiting for Their supplier. I was told on the 27 from yes a friend that lives across the street, that while he was in his interview, he was told I was being an *******. I can't at this prove he said it but after I called them they rescinded the offer for his employment. I need to add that everyone I know who is male I call buddy. I did not ask for this info it was presented to me. The employee that arrived, before he ever entered my yard, acted strange in my opinion. He did not want to talk at all told me he was waiting on another crew and they would get on it then. He returned to his truck and sat there till everyone else arrived and did not speak to me after that. 9/21/2022 they did arrive to do the work and I was not able to come to the house for 6 days prior. Yes there was a bad smell from animals being pent up over a month, but the 6 days after 15 I was not able to come to the house due to single vehicle and wife working double shifts. If someone from the crew would have spoken to me in more than 1 or 2 word sentences I would have noticed what the issue there was. One of major issues was lack of communication and disrespect. Every time I called I had to leave a voicemail or wait for someone to call back. They did call multiple times 2 or 3 not sure, and told me I needed to contact the power company and tell them I need to set up to have my power DISCONNECTED. I tried to tell the person that called there is no power the line is fully disconnected. I was told that I myself had to call the electric company. I did and the electric company told me I didn't need a disconnect that I needed to call them back. I did as the the person I spoke to at preferred services said she hadn't heard of that and I needed to call the power company again and try agian. After this I was told it would be reconnect as soon as they finish the work. I feel that I myself was never rude to them but I may have been and I apaulagize if I was. A couple of days before they came someone(my father-in-law) contacted them. He can be extremely coarse and rude I so know that, but they should NOT have given anyone any info about my job or account period. In light of the fact that I may have come off as rude or an *******, I was not trying to. I accept that I was perceived as being a rude or tough customer, I contacted them and told them what I felt and that I felt like I was pushed off and disrespected. At that point I stated that I didn't even want a full refund. I would accept half. This way they had some compensation. At the exact moment I expressed interest in a refund, the company froze up and declined all refunds but DID offer a discount on future service. As I told them, we had a date set for the 15th, I paid all of it up front before the 15th. I also told them the part was at a nearby lowes, not sure where it was, but they were not interested. I was also told I was a priority because power was off. A that point I became concerned about the companies logistic issues. As a prior electrician, I was deeply concerned that they did not want to go to a retail store and get that ONE part. This combined with the fact they tried to get me to disconnect power that was already off,are me question the companies competence. After the work was completed I did find 2 small leaks in the kitchen. They sent an electrician out to caulk the roof before the hurricane. I was told someone would come back to put up the proper water sealant aka mastic. The electrician came back and caulked it and I was told they would schedule someone to come back and do the mastic. I still have not had that happen and I did not say that the caulk was fine after the hurricane. I said the caulk would be fine till someone came to do it properly. Granted I spoke to the company about my concerns with the roof before I asked for a refund and since asking I have had no contact t with them. I filed a report because I belive it was 50 50. I believe I was hard, but I did not enjoy my experience with the company. As far as he said she said, I did speak to the company the same day my "buddy" had his interview. I never said his name because I as slightly rude tword the end. As far as that issue I didn't push it but he did have the job offer rescinded the next day so the company did know who I was speaking about. Since I felt it was even split on being rude and them giving info to someone who had no business in my job, I asked for a partial refund. They want me to take a credit that I will never use because after this incident, I will never call this company agian. I sincerely do apaulagize if I was rude or unbearable UT I felt disrespected and pushed to the side. Business Response /* (4000, 12, 2022/11/01) */ Preferred Home Services offered a refund multiple times for any hotel stay that the customer had after 9/15 because we were unsure if he received our message letting him know we needed to reschedule due to a shipping delay for a part needed for inspection. This offer was made because we wanted to ensure the customer didn't incur any additional financial burden due to the reschedule. This offer was intially presented by electrical manager that he would refund 1/2 of his hotel stay under the condition that the customer provide us with a receipt or bill from the said hotel stay which is reasonable to ask for and also needed by our accounting department. The customer sent us a receipt dated 9/3 which is prior to Preferred ever dealing with him and at this time was offered a credit to his file. At this point the customer states he wanted half of the job refunded not over any hotel visit but because of bad mouthing (no details provided). The customer was contacted by a different manager who was trying to schedule a return for us to put the mastic on the roof and let him know that we are willing to refund in FULL whatever hotel expenses he incurred after 9/15. Customer at this point wants to say we needed to give him a $2000 refund because of something someone told him we said about him with no further details for Preferred to be able to investigate. We let the customer know we were calling to discuss the job and what was needed to make things right. At this time the customer said "all we care about is the hotel and we do not care about someone talking bad about him and that he was just going to go to BBB to get a refund" and hung the phone up. Preferred Home Services is willing to send a technician back to the customer's home and make the final repair to the roof and are willing to refund any hotel expenses incurred after his rescheduled appt on 9/15 (receipt needed).

• Initial Complaint

  Date:08/18/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  On 12/1/21, Charleston Heating and Air, now known as Preferred Home Services ("Preferred") came out and stated we needed to replace the evaporator coil. At that time, they stated it was not under warranty. In early June 2022, we reviewed the Warranty Agreement and learned that the evaporator coil was under warranty per the terms outlined in the warranty agreement from Carrier Corp via Int'l Comfort Products ("ICP"). I contacted ICP and they stated I needed to provide them the serial number of the new coil and that I should contact Preferred to obtain this information and their assistance to obtain a refund. On 6/6/22, I contacted Chris D*******, their CS Mngr. He was reluctant to assist and stated that even if we were eligible for a refund, it would only have been $1,000 of the $3,700 charged for the parts and labor. I questioned this allocation given it took under two hours for them to change out the coil and $2,700 seemed excessive for labor and non-coil materials. Although D******* was adamant on this allocation, I contacted local HVAC providers and they indicated that the installation should have been under $1,000 meaning the coil had a much higher value. I asked D******* if the new coil was registered with ICP. He stated that they do not a warranty on replacement parts and therefore they do not maintain records of this information. It is abysmal that they do not offer any warranty on a $3,700 item and it is irresponsible for Preferred to not maintain this information for numerous reasons, such as for a product recall. D******* requested documents to verify that it would have been covered within the warranty period, which we immediately provided. After never hearing back from D*******, I repeatedly called him to obtain an update on the status of our situation. Unfortunately, he was never "available" to accept my calls nor did he return my messages, which is rude and unprofessional. We believe Preferred owes us approximately $2,500.

  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 8, 2022/08/26) */ As a company we do strive for 100% for customer satisfaction and we are sorry that this situation has led to this complaint. We feel it is appropriate to provide some background information to start before going into our interaction with the customer. The home was built in 2016, and the equipment was purchased and installed by Reality Heating and Air, not Charleston Heating and Air. The equipment was not registered on the ICP website by Reality Heating and Air (who installed this unit), so their warranty started on the date of sale, which was in May 2016 and ended 5 years later in May 2021. ICP does not recognize or retroact their warranties for closing dates or title transfers unless it is registered on their site. ICP does not recognize any verbiage of Hassle Free unless the equipment is registered. If it is registered, the extended warranty is only recognized to the original purchaser and is non-transferrable. Charleston Heating and Air first met this customer when he called in asking if we could install a gas-fired patio heater for him, which we did in January 2020. At that time, he also requested a quote for a 4-system maintenance contract. We provided the quote, and he accepted. We have done a few repairs at the home to include replacing thermostats with customer provided equipment and continued the maintenance agreement to this point. On December 3rd, 2021, during a service call our technician found that the evaporator coil in the upstairs system had developed a leak and needed to be replaced. We provided an upfront quote of $3,760.07 which included the following description of work --- Replace evaporator coil with OEM parts. Purge and pressure test system with nitrogen to ensure a sealed system. Pull measured vacuum to below 500 microns, Balance refrigerant charge per manufacturer's specifications. Verify proper operation. Performed the change out of the existing coils with a new coil from the factory ---- The homeowner accepted the estimate and paid via our online portal, and we completed the authorized repairs. Since that time, the homeowner has maintained his belief that the warranty should still be intact since he did not close on the home until July 21, 2017. He provided a closing statement with this date. He is adamant that the No Hassle warranty should also be in effect since ICP has it in writing in their documentation. Mr. Chris C******, our HVAC service manager, explained to the customer that these warranties are the manufacturers and are not Charleston Heating and Air. We have suggested that they contact ICP and register a complaint with them, but there was nothing that we could do to extend the warranty. The customer has mentioned multiple times in this complaint that he spoke with our owner Chris D*******, but he actually was conversing with our HVAC service manager Chris C******. Mr. C****** contacted ICP personally and verified the expiration dates of the warranty. Mr C****** tried to explain that any part that is replaced in a system would only carry the remaining manufacturer's warranty, and since his is expired, we could only offer a 1-year parts and labor warranty. In regard to our pricing we are sorry that you were unhappy with our pricing. We do always make a point to provide upfront pricing and get authorization from the homeowner prior to performing any repairs or installations to allow the homeowner to make an informed decision. We do not charge an hourly rate, but rather for the job as a whole as it includes parts, labor, and warranty. Due to this pricing structure, we are able to provide our customers with services like same day scheduling, longer warranties, and trucks stocked with well over 500 parts, along with a fully stocked warehouse with parts runners. With that being said, it is not fair to just take what "another HVAC" company would charge to do the repairs and say we now owe the customer a refund. Preferred Home Services and Charleston Heating & Air maintain that we do not believe that we owe the customer any refund for the repair since we were not the original contractor, we went above and beyond to maintain and repair the equipment, along with the fact that the manufacturer's warranty is expired. Consumer Response /* (3000, 10, 2022/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Charleston Heating and Air is extremely misleading regarding the events that transpired. Mr. C****** never suggested that I contact ICP for assistance because I stated to him that after speaking with ICP, ICP suggested that I contact Charleston Heating and Air based on the history I provided. ICP also stated that Charleston Heating and Air would be responsible for the refund, if covered under warranty. Mr. C****** implicitly acknowledged their liability on this Mr. C****** stated the cost of the material portion of the air coil was $1,000 when I inquired about this. I also stated to Mr. C****** that I needed the serial number of the old unit and inquired whether his company registered with ICP the replacement air coil. After they received my closing real estate documents verifying that I was the original owner, he never responded to numerous attempts by me for a follow-up. As such, based on their presentation of the facts, I am assuming the simplest way for them to avoid reimbursing me was to disregard my repeated attempts to contact them. This approach was extremely unprofessional and any company that takes this approach should not be accredited by the BBB. As such, I am still owed the cost of the material portion of the air coil from Charleston Heating and Air. Charleston Heating and Air was either unable or unwilling to understand the warranty agreement offered by ICP knowing that we were the original owner of the property. It clearly states that there is a warranty for five years instead of ten years if not registered at the time of installation. If this was addressed at the time of repair, we would not be in this spot. If the product would only be eligible for a warranty if it was registered online at the time of the original installation, then why would the ICP warranty have specific language stating that it still would be covered for five years it not initially registered. Although unrelated, their claim of "going above and beyond to maintain and repair the equipment", that is laughable given they were paid to do this and willingly accepted the project. Finally, their language of why they are almost twice the price of other HVAC providers is laughable given these entities have the same overhead. Business Response /* (4000, 12, 2022/09/06) */ We again maintain that the said warranty in question was expired at the time the customer authorized Charleston Heating & Air to replace his coil. The customer indicated in the initial complaint that they feel that we owe them $2500 and then in a corresponding reply they say they feel we owe them "material costs" of $1000. We have decided that in an attempt to make the customer feel whole and move forward in this difference of opinion that we would authorize a refund of $1250. This amount was based on the customer's initial refund request of $2500 (which we did not agree with) and trying to meet the customer in the middle. Our resolution of a $1250 reimbursement check (if approved) would be mailed to the customer and they should receive within 14 business days. Please let us know how to proceed. Consumer Response /* (2000, 14, 2022/09/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) We accept the proposal from Charleston Heating and Air as we would like to be done with this situation. Consumer Response /* (3000, 20, 2022/10/21) */ Unfortunately, we never received the $1,500 check Charleston Heating and Air was supposed to send us as resolution to our complaint. Given we have not received it, we want to reopen this complaint. Most disappointing on their part but they are consistent in misleading me. Thanks in advance, **** ****** Business Response /* (4000, 22, 2022/10/26) */ We do apologize for any inconvenience the delay in your refund may have caused. Apparently there was some error made in the accounting department. We had our accounting department overnight a new check on 10/25 for the agreed amount of $1250. We are not sure were the amount of $1500 came from and below is the resolution we agreed too.--------- 09/07/2022 Case RESOLVED (The consumer indicated he/she ACCEPTED the response from the business.) We accept the proposal from Charleston Heating and Air as we would like to be done with this situation. ------- 09/07/2022 Send Business' Rebuttal Response to Consumer------- 09/06/2022 Received Business' Rebuttal Response We again maintain that the said warranty in question was expired at the time the customer authorized Charleston Heating & Air to replace his coil. The customer indicated in the initial complaint that they feel that we owe them $2500 and then in a corresponding reply they say they feel we owe them "material costs" of $1000. We have decided that in an attempt to make the customer feel whole and move forward in this difference of opinion that we would authorize a refund of $1250. This amount was based on the customer's initial refund request of $2500 (which we did not agree with) and trying to meet the customer in the middle. Our resolution of a $1250 reimbursement check (if approved) would be mailed to the customer and they should receive within 14 business days. Please let us know how to proceed.