ComplaintsforComplete Service Heat & Air

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been with out heat since since Oct 30th. They came out and said I needed a solenoid and that would be replaced they replaced the part but that part took 3 weeks to come in. Then they said I needed a reverse value and they never called me about that part. Then came out and put a heat kit it and I still have no heat and it won't work at all. The heat kit took 2 weeks to come in and was put in on Dec 11th and to this day I still have no heat to this day. I've had them out here many times. ********************* has come out here and let freon fly into the air and cut many wires. My system total messed up and I can't use it. And they sent ***** out here to fix it and he didn't fix it. He messed it up. I was also told a mother board at one point it fix it and it didnt. The boy that came out and did the mother board and that was 317 and had have payment right away. Then have had blower motor replaced twice because it wasn't working right. And they had jumped over to make the heat work and that was when I was told I need a reverse value. But ***** said he didn't know how to replace that part.

  Customer response

  01/03/2024

  I have had another company to come out and try to fix the unit it is not fixable and can't be fixed. They said the unit is no good. I still have no heat. until a new cental system is installed. They had many wires not done right in the unit at all. I have photos of the unit frozen inside and wiring showing on the outside of the unit. I keep getting invoices for 350. for a heat kit that I didn't ask for that they just decide to put in it claim that was the problem with the unit. The ******** value was what was need as that what they told me before bringing a heat kit out to install it. I was never told it needed a heat kit.

  Customer response

  01/18/2024

  As of 1/18/24 I haven't heard anything from anyone. 

  Business response

  01/19/2024

  The customer that is filing a complaint has been with us since November 2021.  The very first time we came out to their home we told them from the beginning that the unit was very old and has been pieced together by other people, don't know if it was them personally or a company.  They did not have the money to replace the unit so we told them we would try and help them get it to work at that time so they could have heat.  Our very first appt with them was November 18, 2021, and we replaced the defective 10kw heat kit with new replacement heat kit. System was working properly and they had heat.  They paid $300.00.  We never heard back from them until July 8, 2022, 8 months later and their air was not working so we had to put a blower mower in and it was working fine.  They paid $450.00 for that part.  We came out on July 12, 2022 to do a a/c tune up for them and our tune up charge is $69.00.  That bill was paid.  On July 16, 2022, they called us to come out and install a thermostat for them of which we did and did not charge them a service call.  (of which we should have)  On July 20, 2022, we came out because the system was lacking out on high head restriction in the circuit board.  Again no charge!!  We never heard from them till 10 months later in May 22,2023 and the system wasn't working again.  We had to order a control board and they paid $317.00 for it.  Everything was all good until October 31,2023, when we got a bad review on ******** from them and had no clue because no one has called us to say their heat wasn't working. The owner messaged her personally and said what is going on that we have not had anything from them that they had problems and that we would come out and check it out for them.  We came out on November 30,2023, and got them a solenoid to put on to get the reversing value to open properly. That didn't work and we did not put it on due to they had a bad reversing value. WE did not charge again!!!  So, we had to order a new heat kit, which we did and came and put it on for them on December 20,2023.   After we put the heat kit in we left two heaters to help the system catch up.  Once the system caught up and they got warm they left the heaters out on the front porch and ruined them by getting wet. She even called and told us the heaters were on the front porch.   At that point we know the parts were working because they kept our heaters on their porch and destroyed them.  So we never heard from them again until our accounting department sent them a bill for the heat kit for $350.00.  Of which they still have not paid. That is when the bad reviews started again when they received the bill. We have not heard from them I guess because they owe us and decided to go to another company.   We have tried to help these customers more than we should have and was honest up front from the get go that the unit was bad.  All the time my techs have had to work in bad conditions in their home wading in a foot of raw sewage to even get to the unit. The customers not letting them in the house at times.  It has been very difficult to work for these people and we have tried to help them and not charge for service calls that we should have.  It is best that they do go find someone else to try to help them because we have done all we can do and get complaints from them constantly.  We did nothing to their unit it was bad back in 2021 of which we told them that at the get go. 

  Customer response

  01/30/2024

   
  Complaint: 21078141
  
  I am rejecting this response because: of all the lies that have been told. The owner came and dumped the freon out of the unit wanted 30 thounds for a new unit because they had bought a lot of new ones. They are ones that left the heaters on the porch when no one was home and wasn't home.  They left heater not me because I wasn't home. ********************* cut many wires and when I have a new unit install by someone. They told me many wires was cut in my unit and many things was not hooked up right inside of the unit. They have had access to the inside of the home every time they have been out here. 
  
  Sincerely,
  
  ***************************

  Business response

  01/31/2024

  In response to the consumer, this can go on and on and we have everything in our system that we have done of which I wrote in our last feedback.  There is no way she was quoted for a new unit of which would never cost $30,000.00.  Again, we told her from the beginning that the unit was old and none fixable but we would do everything we could to fix it so she would have heat and air until they were able to get a new unit.  Of which we did everytime and didnt charge for the many calls that we came out.  They could not afford a new unit or qualify for financing at the start of us coming out the first time.  WE do not cut wires or let freon fly out of unit like she has said.  She is the one that called us and said the heaters were on the front porch to pick up, after we came out of which were left out in the rain and runined.  Again, never heard anything from them about the heat not working the last time until they were billed for our last time out there, of which they never paid and she sends a complaint to the BBB.  She knows that we couldn't get in many times because they wouldn't let us in previous phone calls from them.  We have been in business for over 10 years and have had tons of excellent reviews, this client is the only one that has ever complained on our services.  There is no way to please her nor would we do anything else for them for they are never satisfied and just looking to get something free and put complaints on businessess.  We have worked for them and tried to fix a unit that was non fixable from the get go of which We told them that from day one.  The owner works hard for all his clients and if you look at our reviews you will see that. I hope she finds someone else to work with and work in the mess that the house is in.  We have done all we can do. 

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