ComplaintsforChoate's Air Conditioning, Heating, Plumbing & Generators

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Choates technician came to my house on July ******* to repair a A/C drain leak. he replaced a part in pvc drain pipe. But, he left other end of pipe he was working on loose, causing a much worse leak! He had to loosen pipe to fix original problem and did not tighten clamp holding pipe in place. Therefore, it leaked onto ceiling below it. Ceiling caved in from all the water. Choates said a supervisor would call me about it within 24 hours. They will not return my calls. They have not sent anyone to inspect the damage and let me show them what caused it. It has been 2 weeks since I originally called them about the problem. They are ignoring me and my damaged house caused by their inept technician! They are not standing behind their work and damage caused by their employee! I want them to repair the damage they caused!

  

  Business response

  09/17/2024

  ******** has attempted to contact the customer in an attempt to address this matter (I personally called and left another VM today). ******** will continue to try and connect with the customer so that this issue can get resolved. ******** ultimate goal is customer satisfaction. Hopefully, ******** and the customer can connect and resolve this matter to everyone's satisfaction,

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Choates installed a HVAC unit at my house on July 5, 2024. The installers came 3 hours late. They left a muddy mess on the sidewalk and screws on the driveway and the road. They turned off the gas and forgot to turn it back on. The unit failed the electrical inspection because they put in the wrong size breaker. The unit runs all the time and doesnt cool the house below 80 degrees. Choates told me the ductwork is the cause of the problem and wanted $5,000 more to replace the ductwork. I asked another ************ to give an estimate on replacing the ductwork. They said the ductwork works. They did a load calculation on the house and said that the problem is that Choates installed a 2 ton unit and that the house needs a 2 1/2 ton unit. Choates came and worked on the ductwork but the unit still runs all the time and doesnt cool the house below 80 degrees. Three times Choates has said they were sending someone to inspect the unit and no one has come and no one called to cancel the appointment.

  

  Business response

  08/30/2024

  ******** number one priority is customer satisfaction. ******** is working with the customer to try and resolve her issues. The customer's system was sized properly for the home (687 square feet). After installation of the system, ************ was discovered. The customer did not pay ******** for any ductwork repair. ******** agreed to send its team back to do some courtesy repair work for the customer. ******** will reach back out to the customer and continue to try and resolve her issues.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Repairman came and stated it was our thermostat that was bad. We replaced it the same day and still have the same problem. He did not properly diagnose the problem and now the company wants me to pay an extra ****** to "unclog" my system; however, I am a Fam Plan Member and this ***** fee is supposed to be put towards the total bill if I want them to fix it, which I do. I offered to pay the extra ****** since I had already paid the ***** fee the day prior and my system is still doing the same exact thing. The lady on the phone told me I had to wait so she could report it to the manager and see what they could work out. In the meantime, I am without air again. This is NOT the first time I have had an issue with this company. In the past I have had to call and complain numerous times before someone finally came out and replaced my filter and cleaned my unit, as well as the upstairs units; that in the numerous years I have had their service they have only cleaned the filters once. Now they want to say my duct work needs cleaning because there are a few fuzz ***** around, making it sound like it is so full of dust the unit can't operate properly. I feel they try and find whatever they can to place the "blame" on the customers behalf so they can make that paycheck. My opinion also is these techs are young, inexperienced and we, the consumer are expected to pay for their lack of knowledge. Basically I want my system fixed the first time and not have to keep paying more and more money for their mistakes. At this point and all I have been through they owe my at least 6 months free service, or if they want to call it even fix my unit, keep their ***** I already paid and let's move on at this point. Keep in mind this is short and sweet as I could go on about many more issues..........

  

  Business response

  08/23/2024

   We have communicated with this customer. Customers issues and concerns have been resolved.

  Customer response

  09/03/2024

  More Information...I am rejecting this response because: A gentleman called me, he was supposed to call me back with some sort of resolution, but as of 9/3/24 no one has called me back. Again,they got my money all those months, I had to clean my own units upstairs. It took me 6 months to get someone out to finally clean the outside unit for the summer. I had to replace the filter downstairs myself once because the service tech did not.....I mean at this point, it seems they talk a good talk but do not follow through with anything as this is just like last time I waited 6 months for someone to come out as I was promised to clean the upstairs units,change the downstairs filter, etc.  and I had to to keep calling and calling cause nobody showed up. I feel like they just want to get this complaint to go away, as the gentleman on the phone stated twice he would notify you that he had reached out to me. Well yeah, he did but nothing is solved. He stated maybe a complimentary service where they come out and clean everything, again no phone call back as of yet. Hey, I tell you what just refund me 6 month's worth of the monthly payment plan and we'll call it even at this point in time cause nobody is going to call me back and do anything, as I waited a week for someone to call me back with a resolution. They just wanted to get this complaint off the books . . . .

  Customer response

  09/03/2024

   
  Complaint: 22113607
  
  More Information...I am rejecting this response because: A gentleman called me, he was supposed to call me back with some sort of resolution, but as of 9/3/24 no one has called me back. Again, they got my money all those months, I had to clean my own units upstairs. It took me 6 months to get someone out to finally clean the outside unit for the summer. I had to replace the filter downstairs myself once because the service tech did not.....I mean at this point, it seems they talk a good talk but do not follow through with anything as this is just like last time I waited 6 months for someone to come out as I was promised to clean the upstairs units, change the downstairs filter, etc.  and I had to to keep calling and calling cause nobody showed up. I feel like they just want to get this complaint to go away, as the gentleman on the phone stated twice he would notify you that he had reached out to me. Well yeah, he did but nothing is solved. He stated maybe a complimentary service where they come out and clean everything, again no phone call back as of yet. Hey, I tell you what just refund me 6 month's worth of the monthly payment plan and we'll call it even at this point in time cause nobody is going to call me back and do anything, as I waited a week for someone to call me back with a resolution. They just wanted to get this complaint off the books . . . .
  
  Sincerely,
  
  ***************************** ******

  

  Business response

  09/05/2024

  The customer is partly correct. ********************** has not taken any action as stated it would by its representative who spoke with her. Choates made one attempt to contact the customer after the call with the representative, but when the scheduler did not get an answer, no further follow up was performed. Choates will be reaching out to the customer tomorrow.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Choates replaced our heating and AC unit. In the process, one of their employees cut the water line going to our ice making unit on our refrigerator. The reason I know it was a Choates employee is they are the only ones in the attic. After the installation, we noticed the ice maker quit working. We thought it was because the refrigerator was old. We finally decided to fix the ice maker and learned that the line had been cut and the water supply valve had been turned off. I have talked to no less than 4 people with Choates asking that they reimburse us for the $217.00 it cost us to have a repair man to find the problem and repair the ice maker.

  

  Business response

  08/06/2024

  Choates management was unaware of this complaint. Choates management (***********************) will contact the customer today and will work with the customer to reach a satisfactory resolution. 

  Customer response

  08/10/2024

   
  Complaint: 21874477
  
  I am rejecting this response because: 8/6/24 has come and gone and I have not heard from Choates.
  
  Sincerely,
  
  *******/ ***********************

  

  Business response

  08/30/2024

  This matter has been resolved with the customer.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/22/24 ******* came out to do the work listed below Economical - IAQ Air Duct Quality Packages Includes Air Duct Cleaning Dryer Vent Cleaning Antimicrobial Deodorizer Mastic Sealant Blower Wheel Cleaning UV Low Light But were unable to clean the ducts because there was damage to them, I don't think I should have been charged for all of the work at a cost of $1048.13 when not all of the work was done. I have tried several times to talk to them but no one will return *** calls. I feel that I should be refunding 30% of the total charge.

  

  Business response

  08/06/2024

  This matter was resolved and Choates believes the customer is satisfied. If not, the customer should contact ********************** and ask for ***********************.

  Customer response

  08/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *********************

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

  *******, TN 38104

  
  

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new A/C and Heat Pump system for the original ranch part of my house and two new heat pumps for my addition. One visit to install. It was awesome! A few weeks later, the alarm to the new a/c heat pump went off. Result a faulty plug. A few weeks later the alarm went off again. Same result and I was told the system was not level. Also a plug problem. A few weeks later, I was packing to go on a trip and noticed my hanging clothes wet. Looked up. The system had leaked again. This time no alarm. Right thru my attic insulation and ceiling. Technician came out. Same plug. I keep being told that management is in discussions and will get back to me. A repair contractor came out. No one has called me from Choates to discuss the problem or resolution, the terms of the repair, permission for the contractor to repair, or warranty on the system. When I call, the operator will not let me talk to management. If I have an issue, I have to leave a phone number on an answering service. I may be growing black mold in my attic by now. I should be having direct phone discussions with management as to remediation, not texting complaints to the sales person that sold me the system. But he is my only direct contact.

  

  Business response

  08/06/2024

  Choates has reviewed this complaint and thought that it was resolved. Choates spoke to the customer on a couple of different occasions (management) and had a plan of attack. The ball was in the customers court to take an action and call ********************** back, but the customer never called **********************. ********************** (management) attempted to contact the customer several subsequent times with no success. Choates stands ready and willing to proceed with the plan, but is waiting on the customer.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2023, a subcontractor for ******** installed blown-in cellulose insulation in our attic. Right away, it was clear that it wasn't correctly installed, communication was poor, and we had been working since 10/31/23 to get it fixed. I have now spoken with four techs, two to three supervisors (*************************** and ***), and the director of operations (*********************) and have yet to have them begin to repair the situation with an initial inspection. I have been told each time that someone will follow up right away, the next day, that week. However, I have yet to have a single person call me back to schedule a time for a specialist to inspect the issue.It is beyond ridiculous that I now have to take further action after attempting to settle the issue quietly and privately for seven months. I do not have time to hound them to fix the problem they created. Improperly installed insulation can lead to many more significant issues requiring contractors to repair. At this point, we may already need further repairs beyond the insulation itself.The insulation was not installed correctly or uniformly and has blocked the soffit vents, possibly our AC drain. Several techs verbally agreed that the insulation was poorly done and not up to their standard. However, once they speak with a manager, they attempt to backtrack and do damage control.This has to be the worst customer service I have ever experienced. At this point, I want them to REMOVE the insulation, REPAIR any damages caused, and REFUND ME so that I can hire a more competent insulation company.

  

  Business response

  08/06/2024

  This matter was resolved and the customer should be happy. If not, the customer should contact ********************** and ask for ***********************. It is Choates belief that this is concluded.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was happy with them installing our HVAC system and everything. So I signed up their FAM plan for the system maintenance in July 2022. And after the end of contract, I noticed they were still charging my credit card. That was normal for this kind of contract, so I just called them. I thought a simple phone call could solve the issue and maybe I could get refund with the most recent payment which was only two days ago. BUT I was completely wrong. They were saying they have a cancellation fee to end the plan. And how does that fee calculated? The customer representative told me, Since (1) I didn't use any service during those two months (2) I already paid two months of the fee, I ONLY NEED to pay fees of four extra months, which was $99.96. I was totally shocked. I was told nothing at all when I signed that in 2022. Neither did I think there would be a penalty fee for early cancellation for this kind of service plan especially I never used that during the period.

  

  Business response

  09/01/2023

  ******** appreciates the customer and his business, Clearly, there was a miscommunication that needs to be resolved. ******** will reach out to the customer to resolve this issue.

• Initial Complaint

  07/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In April, 2023 we had Choates Air Conditioning Heating and Plumbing come out to our house to look at our air conditioner. We thought we were being charged $500 for the service but when we received our credit card bill, there was a charge of $800. I called them several times but they would not return my call. They said we signed the invoice for $800 but I did not. I signed an invoice for $500. I signed on an Ipad in which they could have put my signature on anything. I did not sign a piece of paper. I want the overcharge of $300 refunded to me.

  

  Business response

  08/22/2023

  First, Choates appreciates the customers business. Choates was unaware of the issue until now, but will review the customers account and reach out to the customer for an explanation or resolution. Mistakes can happen, but Choates will insure that the correct action is taken. 

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since getting my a coil and furnace from this company i have had a leak the leak is in the a coil and i have oil dripping from the freon line on to my furnace. Because they wont fix this and its under warranty, it was noticed to be leaking on thetl top of the furnace and going down to the mother relay board. I would like for the owner to contact me because every year I have to get freon because the technician wont fix it under warranty.

  Customer response

  07/01/2023

  Now i am being charged $60 just to come out and $99 to diagnose and it's under 10 year warranty. This company do not stand by there word at all. 

  Customer response

  07/01/2023

  Now i am being charged $60 just to come out and $99 to diagnose and it's under 10 year warranty. This company do not stand by there word at all. 

  Customer response

  07/01/2023

  Now i am being charged $60 just to come out and $99 to diagnose and it's under 10 year warranty. This company do not stand by there word at all. 

  

  Business response

  07/17/2023

  ******** is reviewing the matter and will contact the customer.

*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. ↩