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:12/26/2024

  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.

  We purchases a new construction home in December 2023. We have had HVAC issues the entirety of the time since we purchased the home, which **** was contracted to complete the install. After having TWO separate 3rd party HVAC companies AND an inspector come out, we were given a comprehensive list of items that were installed improperly and/or poorly. Additionally, all companies advised part of the issues we were having were due to improper design of the system. **** has continued to deny any issues or improper installation, only citing that it was "within code." Why would three separate and objective entities state there were issues, and all identifty the SAME issues, if there were none? Especially when the house is under warranty, therefore the companies would not receive any money to do work anyways? **** is unprofessional and unwilling to make right the areas they have fallen short on. For example, they undersized our units in order to make more money, and designed to cover it up by having the units "help" each other and cross over coverage areas. Even their Tech stated, "I have no idea why they would do this, it is weird." Additionally, the ducts were installed like a roller coaster and bunched in the corners vs having steel straps to support them. Our humidity levels in the bedroom stay between 54 and over 60% humidity, AFTER the tech "fixed" it. Oh, and they also forgot to fill the units up with freon after installation, AND neglected to set the blowers to the proper air handling tonnage. After all of this, they refuse to acknowledge any wrongdoing or fix anything. I would not recommend ANYONE using them if you have a choice.

  Business Response

  Date: 01/24/2025

  See attachment

  Customer Answer

  Date: 01/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response is satisfactory.  While not all of these actions have occurred, some are planned.  If **** proceeds and completes the intended actions as stated and the changes correct the issues, we will be completely satisfied with the response.  If they do not follow through with the completion of the actions, or if the plan of action does not resolve the issues, we will not be satisfied. 

  
  Regards,
  
  **** ********

• Initial Complaint

  Date:05/08/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  **** performed a leak search with an electronic leak detector. "Started at evaporator, and found the leak in one of the bends of the Evaporator Coil. Placed Po for New Evaporator due to leak point location makes repair impossible without risk of damage to rest of the coil try." We were told we would only be charged for labor since the part was under warranty. We were charged $1,450 for two and half hours for 2 men to repair. We were told we would receive email with the receipt. We did not receive the receipt until several days later when we had to call for it. Not only were we charged for labor but we were also charged for "Warranty Administrative Charges" which included the following: Labor (2-4 hours to most cases - requiring a 2-man cries, Freon (410 and 22), Freon recovery and disposal fee, evacuate/vacuum system, charging system, warranty process (processing claim and retiring part) Each EOM has a specific process to follow, Compressor/Coils disposal or return fee's, evacuate/vacuum system after part is brazed in (to remove non-condensable), and charging system using proper heat and sub-cool method. I think it is very brazen and dishonest to tell a customer they would only be charged for "labor" and then to have these additional charges be accrued.

• Initial Complaint

  Date:09/22/2023

  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.

  My ********** mini split AC was installed in March 2023. I paid the installer for the agreed amount shown on his work order, assuming a receipt would be emailed to me showing the tax amount that I paid. I haven't received a receipt from the company. When I call to ask about a receipt, I am told they don't charge me any tax due to "box pricing."

  Business Response

  Date: 09/27/2023

  Subject: Response to Customer Complaint Regarding Sales Tax
  
  We take customer feedback seriously and appreciate the opportunity to clarify the situation.
  
  It is important for us to ensure that our customers fully understand our pricing structure, and I'd like to provide some clarity on our approach, which is rooted in ***** state law.
  
  As a company that has proudly served the air conditioning industry for over six decades, we have always adhered to the legal regulations and guidelines established by the **************. One of these key regulations allows us to offer what is known as "Lump Sum" pricing. Under ***** law, certain transactions, including those related to air conditioning systems, may qualify for this pricing structure, which, in turn, precludes the need to charge sales tax.
  
  It is important to emphasize that our use of "Lump Sum" pricing is not an oversight or an attempt to circumvent the tax laws. Instead, it is a legitimate and lawful pricing strategy that we have utilized for many years to provide our customers with cost-effective and transparent options for purchasing air conditioning systems.
  
  We are committed to addressing any additional questions or issues you may have promptly and professionally. Finally, I have attached the law from the ************************* in *****.
  
  
  Sincerely,
  
  ***************************

  President

  
  

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 paid for an entire years' worth of inspection (2 ) on my whole home HVAC system. I have attached the email to the business. My ac was just service in June, as you can see from the photo of the clogged AC filter no one is clearly actually completing a thorough inspection. My electric bill is now about to hit over $500 due to negligence maintained by ****. Yes, it is summer however why were we not informed? I had to call after hours for them to unclog the overflow drain 2 weeks ago, it is not leaking again. I have been a loyal customer for 5 years, zero complaints. I know my AC has a leak somewhere - I have an on going humidity issue in my upstairs rr - directly under the unit. My closet has mold , must smell. I did inform the tech on the most recent visit on the Saturday call out, he stated there is no way it's related. He was up in the attic less than 5 minutes, didn't go look at the area in question.

• Initial Complaint

  Date:05/27/2022

  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.

  I have tried to get a manager call back due to what I believe is a bad install. The indoor coil is leaking heavily and I could actually touch the coils from the unclosed cabinet. A technician did come out due to house not cooling down and added a s**** to close the box better but it is still extremely leaky with air going to attic instead of house, some *** not even be going by the coil which i believe *** contribute to freezing up. I know my warranty for installation is up soon, I'd hate to think **** is trying to push me past that time. I also got in touch with trane who had me talk to a technician who told me the coil box and furnace are not a match and that *** be the reason for all the tape and mastic to hold everything together. The coil box also leaks at the ceiling and I believe it was modified to fit the space rather than the correct equipment being put in. All I want is someone with authority to come out and get this install fixed and the leaking stopped. It is getting hot again and when I turn on the ** most of it goes out to the attic and not in my house. I am literally throwing money out the window and **** will not help resolve this.

  Business Response

  Date: 06/22/2022

  i believe we have adequately taken steps to resolve this issue. do to the nature of the concerns and external weather factors this type of repair does take planning. we have however gone out twice to make temporary repairs to get the system operational and cooling for the homeowners comfort in the meantime. 

  5/20/2022 - initial contact from homeonwer to which we sent a technician out same day to assess. seei nvoice attached for 5/20/2022

  6/1/2022 was our first return visit see attached - needed a mechanical part due to failure. 

  6/15/2022- our second visit to resolve the ducting issues. the return visit was because it required a team instead of a single technician - i only has space to add one of these two invoices.  

  ********************************* has a time scheduled with the homeowner to resolve the last of the issues, as confirmed to me yesterday by ********************************* and the sales manager **********************;

  ******************************* who is our Quality control manager has been involved since day one and took time to determine the best course of action. 

  Customer Answer

  Date: 06/24/2022

  Complaint: 17260810
  
  I am not ready to accept that issue is resolved:
  The final repairs have not been made although they did do their best to patch things up until then. I met ********************************* on 6/23 and he agreed to reinstall a new furnace, inside coils and proper plenum on 7/8/22. Once those install is followed through on I am prepared to call this resolved or pull the complaint entirely if possible. 

  
  Regards,
  
  *********************************