Business Profile
Heating and Air Conditioning
Conway Services Heating, Cooling & Plumbing
Complaints
Customer Complaints Summary
- 1,460 total complaints in the last 3 years.
- 521 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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: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.
July 1, 2024. I requested Conway Services send a company representative to my property to repair my Heating and Cooling unit. Upon his arrival he performed a diagnostic report. He informed me that my compressor needed to be replaced. I asked him if he could just replace the contactor. I informed him that the down stair unit fan went out last week. The contactor was replaced and the unit is running find. I also told him that his predecessor from Conway Services examined the unit July 1, 2023 and made the same recommendation. However, I asked him to replace the contactor and the unit ran just find for another year. The company representative refused to replace the contactor. I told him to complete his examination of the unit and provide me with a copy of his findings, recommendations and cost to replace the compressor. I informed him that if another technician was able to repair the unit I would seek a refund of the $99.00 diagnostic fee. Later, after receiving my payment and signature the company representative left without providing me with a copy of my contract. I called Conway Services for my copy of the contract and the company stated the technician left because I told him to leave my property. Conway's contract Notice to Owner state's in bold letters" Do not sign this contract if blank. You are entitled to a copy of the contract at the time you sign". I gave this person my credit card. He went to his van. I signed the **** Summary of Findings contract, Why didn't he give me a copy of the **** Summary of Findings.I have Vivint Security cameras in the front where he parked his van, over the garage where we talked for tren minutes and in the back where he worked on my unit.
Business Response
Date: 07/08/2024
American Residential Services, LLC D/B/A Conway Services ("ARS") has received your email regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
Customer was charged for a diagnostic on the unit which is what the tech provided. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Initial Complaint
Date:05/22/2024
Type: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 a member of their comfort club, prepaid 2(two) HVAC systems check per year, I have 2(two)systems. Conway Services has made 3(three) appointments to provide this service (April 12 2-6,April 20 8-12 and May 20 8-12. They failed to show up on any of these dates. I waited all day on each of these days for their technician. Since I have prepaid for this service, I am out my monthly payments since last inspection. This company has failed to provide the contracted services. They do not seem to care about their customers. I will no longer reccomend their services.Business Response
Date: 05/23/2024
American Residential Services, LLC D/B/A Conway Services ("ARS") has received your email regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
We spoke with the customer and reached an amicable ******************************* prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Customer Answer
Date: 05/23/2024
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 38017Initial Complaint
Date:11/04/2022
Type: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.
In June 2022 we had a plumber (*********************) from ******* Plumbing come to our house to give us quotes on several plumbing jobs including refrigerator water line replacement, hot water tank replacement, and toilet replacement.**************** advised against replacing the refrigerator water line, which was the main reason why we called *******. We had a new refrigerator delivered the prior week and the installer recommended replacing our old copper water line with a flexible line. **************** asked "why would you want to do that." I trusted his expertise since he was a plumber and the refrigerator installer was not.On July 4th, 2022 my wife noticed a puddle of water on our kitchen floor coming from under the refrigerator. I pulled the refrigerator away from the wall and saw water spraying out from the copper line that the refrigerator installer recommended replacing the prior month, but **************** recommended against replacing.My wife called ******* Heating and Cooling to come repair the water line. We were told that a technician would arrive between 12 and 5 p.m. We received a call after 5 p.m. stating that they were running behind. ************************* arrived after 6 p.m. He advised that the water line needed to be replaced and quoted me approximately $1,300.00. I told him that someone from ******* was just at my house a month earlier and recommended against replacing the water line. I was upset that they told me not to replace it, then it broke, and now I was being quoted $1,300.00 to fix it.Due to the emergency nature of the repair I had ******* replace it, but I thought I could talk to the manager about the situation (******* recommending against fixing it then price gouging me when it broke) to have the cost reduced.**************** was at our home roughly 1 hour to make the repair, but we $1,468.21. He used a flexible hose to replace the old copper line. I didn't receive an itemized bill. I made several attempts to speak with the office manager to no avail.Business Response
Date: 11/21/2022
American Residential Services, LLC DBA ******* ("ARS")has received your email dated November 18, 2022, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
We have been in communication with **************** and have reached an amicable resolution.
ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. If you require additional information regarding this complaint, please contact me directly at **************.Customer Answer
Date: 11/21/2022
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,
*************************
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