ComplaintsforHospitality Heating & Air Conditioning, Inc.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  You can not get in contact voice mail with mailbox full. I have a 10 yr contract to have spring and winter service check up. But no one answers the phone. Mailbox is full for the last 2 weeks. Not sure if they are going out of business but I paid for this with the install of a new unit install. Very disappointing. Not a good business practice.

  Business response

  04/25/2024

   We apologize for not giving the customer service you deserve. We have had and still have problems with our VOIP phone system. We are working with both Comporium and Spectrum to get this resolved. I do see on 4/4/24 you scheduled your service. On April 10th this service was performed and  completed. Please let us know if you have any other issues you would like to discuss, thank you.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Original total estimate of itemized costs that *** be required (not covered by American Homeshield) was $3065 which I prepaid, with a commitment from the installer that a refund would be issued for work not required. Installer indicated they did not know actual scope of work until they started the installation and would not proceed without prepayment. Actual work required totaled $1455 based on items completed (see attachment for detail), therefore a refund of $1610 is due.Also, the furnace installation permit was not acquired as required by Union County building codes department therefore a county inspection was not completed.

  Customer response

  04/10/2024

  American Homeshield (AHS) paid for furnace replacement including required permits ( I do not know how much AHS paid Hospitality ). 

  I was responsible for any costs for replacement of items attached to the furnace that no longer met code -  for example, upgrades to flue pipe, gas lines, etc. that were connected to the furnace that did not meet current code requirements.  I paid $3065 based on an itemized estimate of "code-required" upgrades, with an understanding that refund would be provided for those items not required.  Several work items on the estimate were not completed as they did not require upgrade.

  I have contacted Hospitality multiple times via phone and text to resolve, and they simply will not respond.

  Business response

  04/25/2024

  I apologize for how long the refund has taken. I do disagree with  $1610 amount. Customer looked and made some assumptions as to what was done. Actual amount should have been much less on the refund. Customer did not mention the other items we did that he was not charged for that needed to be done. The refund has been issued for $1610, customer should receive it based on his banks process.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I notified my home warranty company American Home Shield on December 19, 2023 about my upstairs heat not working and I paid the $125 trade fee. Hospitality **************************** determined that the entire system would need to be replaced ref dispatch ticket# *********. The owner of HH&A contacted me on about January 16, **** for payment. He said the total cost for replacement and the needed code upgrades would be $4,040. I paid him in full on January 18. Here it is February 12 and still I have no heat for my family and I and my new unit has not been installed. I've made numerous calls to HH&A and AHS all I get is the run around from both companies. I called AHS, they don't know what's going on, they already marked the wo as closed for some reason. I called HH&A, either they don't answer and when they do they do not have answers. The people in the office say the owner will follow-up with you but he never does. He did call me late January 31 to tell me that all the parts did not get delivered and he contacted AHS and resolved the issue and I should have a response the first thing the following week. That week has come and gone. At this point I either want my unit installed or I want my money back.

  Business response

  02/21/2024

   This customer was referred to us through his Home warranty. He is not our customer. There were 3 pieces of equipment being sent from AHS. We had 2 of the 3 pieces. We cannot install the job without all pieces. All we get told is the piece was ordered and it is enroute. We have no control over anything, we have to wait just like the customer. Payment has to be made before the ***************** will ship anything. He made the payment and then the process starts. The claim was marked closed because eveything was done internally  and equipment ordered. We Installed the job last week. Now the job is COMPLETE, which is the final status. Advise customer to get with his home warranty and become familiar with his contract and the process. His contract is with ********************** The Home warranty company is suppose to answer all his questions and walk him through the process, we give what limited information we have. This job was completed last week. His final part came in and we had him scheduled before we got the complaint through BBB. 

  Customer response

  02/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new Rheem 16 seer **** unit from Hospitality Heating and Air in February 2022. I called in June 2023 to set up scheduled maintenance. I was rescheduled twice and have yet to have the maintenance performed on my system due to the system breaking on July 10th. I have contacted the company several times asking when my system would be repaired. I was advised they were waiting on a new motor for my system. On 7/24/23 I spoke with the owner **** and asked if a universal ECM motor could be installed until my motor arrived as I was told this was an option by two other **** companies. **** said that was not an option with my system. I asked for a replacement system and was told they couldn't do that with the warranty. However, I provided the model number and serial number to one of the **** companies and they assured me that it was an option with the system I have to have a universal ecm motor installed temporarily. I later found out that this person used to work for Hospitality Heating and Air and he told me "It is possible I promise you". I will be without central ac for at least 3 weeks if not longer when a temporary solution was available all along. I purchased a brand new system with a 15 year warranty and I should not have to suffer without air conditioning for this long when a temporary solution was available. I understand there is a shortage on motors, but when two other companies have offered a temporary solution it is unacceptable that I'm not receiving the same consideration from Hospitality Heating and Air.

  Business response

  08/10/2023

  This was repaired 2 weeks ago. The customer called other companies and explained her side of the situation. Her system would not take a temporary motor until the correct one came. There was a National shortage for that motor. We did take her a portable AC unit weeks ago to help cool the house some. It was the best we could do under the situation. It would have been much easier to replace the motor with a temporary motor but that would not work. So I sent another technician out to install a portable until her unit her motor got here. It was not worth the negative publicity we have received off this. Negative comments are always easy to get from other contractors. We did everything in our power to get her AC up and running. Aggravating as it is, the only thing we could do was wait. The system is up and running. Once it was available, we paid $137 to have it overnighted. 

  ***************"****" *****

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