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:03/20/2025

  Type:Service or Repair 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.

  On 2/7/2025 I paid $85 for service request on my AC unit. Service Request #*********. On 2/8/2025 We were contact by EMS Home services. They came out 3 times and on 3/17/2025 finally gave us a diagnosis of our compressor needed to be replaced. In the meantime it was cold in ******* and our home temperature dropped to 60's. I advised First American Home Warranty and EMS I have a cancer person in the home and someone allergic to cold (yes she gets shot monthly). We were advised to turn on emergency heating. Today is 3/7/2025 and our compressor part has been delivered to EMS over a week. We paid EMS $1430 for labor, $85 for service and $57 monthly fee. *** is not taking our calls guy name ****** and First American Home Warranty is doing nothing. Our electric bill is sky high, we are both sick, and we are out of a lot of money.

• Initial Complaint

  Date:01/06/2025

  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.

  EMS Home Services was assigned by First American Home Warranty to repair my Lenox furnace on 12/11/24. First, the tech ***** comes to my house and diagnoses the problem as a faulty pressure switch and needs to order a part. 3 days later a tech comes over, installs the new switch and leaves without testing the system. When I turned on the heat, same problem as before. I reported it to customer service and they rescheduled the tech to come back the next day. The tech comes back out at 5:00pm when the window was supposedly between 12-4pm, didn't call when he was on the way, and spent 2 hrs troubleshooting the issue with his boss *****, on the phone. Still no success, and then they said that the control board needed to be replaced. Fast forward to 1/3/25 and the tech ***** comes to replace the control board with a generic control board! Needless to say, no success, and ***** leaves my house without explaining the next steps. Completely unprofessional and rude! It's now been 3 weeks with no heat in my house. I'm completely frustrated with EMS Home Services. The technicians that I have interacted with have been incompetent, which is a great concern when you're working with home heating systems. I don't know what state my furnace was left as the tech left without letting me know what the disposition was. Very unprofessional service on all accounts. I want my furnace repaired and functioning in a safe and reliable manner.

  Business Response

  Date: 02/04/2025

  The system required multiple repairs due to multiple part failures. However you cannot tell if there are multiple part failures until you replace the first part that has been found bad. The technicians replaced the parts that were found to be nonfunctional which required 2 repairs. After the last repair we found that the gas valve was not releasing enough pressure to keep the system ignited. The customer was unhappy with the diagnosis and continuously called our technician incompetent. This job was sent back to the home warranty company to either be transferred to a different vendor or cashed out if the customer did not wish to have the repair completed by someone else. It is closed on our end.

• Initial Complaint

  Date:12/18/2024

  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.

  *** was used by my home appliance insurance First American Home Warranty, from a ticket I put in NOV 30, 2024. There was several repairs that were done and completed 17Dec2024. because I normally will be notified if something is not covered I thought policies have changed and the items were now covered. I received a call 17 Dec 2024 at 3:00pm from someone from *** trying to collect money. When I asked him why did they do the work if it wasnt covered? He in turned said Ill send a tech to remove it. I called First American Home Warranty they said they never got a report as to what needed to be done nor did they send any disapprovals. I would like all the equipment that was removed from my house to be replaced in the same condition. No one from *** could ensure that to me. My **************** has also escalated at case against them also. Also no prices were discussed prior or during the repairs to me nor my warranty company.

  Business Response

  Date: 01/03/2025

  The technician has already put the customers old equipment back, in the same condition as he still had the part on his truck. Putting the board in was an oversight on the authorizations department and the error has been rectified. This job has been closed out.

• Initial Complaint

  Date:12/13/2024

  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.

  Repair technician arrived earlier than scheduled to check heating system not working. Different answers to when they would be returning to replace the heating system. This repair work is through Choice Home Warranty, thus I paid only the service fee for Choice Home Warranty of $85.00. The company of complaint did not disclose the replacement costs, but did claim they were requesting replacement of the heating system. (This is the 5th heating and a/c issue in under 3 years.) Many issues for contact in which the company claims they text messaged and they did not they were voice calling and not emailing any information. Technician arrived today with a part. Left without notice and left front door open. We still have no heating. Company contacted and I was informed "We have to wait until the tech files his notes." It has been a week as of today (8 days).

  Business Response

  Date: 01/03/2025

  We did not request a system replacement through the home warranty for this customer, we had to get approval on a part replacement. The home warranty company will not replace a system if it can be repaired. The customer did notify us that their system was no longer working and we did respond to them via text asking for them to submit a recall through their home warranty. Their home warranty company will not approve any additional work to be done if the customer has not submitted a recall through them. As of today we still have not received a recall but once we do we can schedule a technician to go back out.

  Customer Answer

  Date: 01/08/2025

  Complaint: 22680514
  
  I am rejecting this response because:
  
  Regards,
  
  ***** *****

  Business Response

  Date: 02/04/2025

  Customer did not provide any details about why they rejected this response. As of right now it is past the recall period so if the customer needs service they will have to put in a new work order with the home warranty. This job is closed on our end.

• Initial Complaint

  Date:11/27/2024

  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.

  On Saturday, November 23, 2024, at approximately 10:00 am a technician from EMS Home Services began repairing my external ac unit. He did a good job and the unit operates fine. However, the money ($450.00) that was charged to me before the services were rendered, were considerably higher than they should have been since not all the services charged to me were performed. Prior to the charges being conducted, I contacted EMS Home Services to discuss these charges and inquired about the process of conducting a ac filter wash. I've spoken to several ac technicians about this procedure and I was always advised to take a garden hose and spray the ac filter myself. I did this and the filter was completely clean. The technician who was working on my ac unit confirmed this by saying that since I cleaned it, the unit was now fine and would run well (which it does). When I contacted EMS Homes Services to inform this that unit did not require an wash they informed me that it had to have an "acid wash" and that it had to be done by a technician. The technician never washed anything on this job. They explained that they were not going to refund me anything even though I explained that they were charging me for services never rendered. They have since tried to send out a technician to work on the unit (which runs perfectly). This must be so that they can claim that an "acid wash" was performed. It has become obvious to me that they are taking advantage of me.

  Business Response

  Date: 01/03/2025

  The condenser coil cleaning was part of the non covered costs through the home warranty. We confirmed with the installers who put in the compressor that he did in fact acid wash the condenser. I am attaching photos of the coil before and after the cleaning we did. It is not physically possible to have cleaned out the coil as cleanly as it is with just washing it with the hose. All of the work that the customer paid for was completed and as they stated themselves, their system is working.

  Customer Answer

  Date: 01/09/2025

  Complaint: 22607637
  
  I am rejecting this response because:  The "Acid Wash" as the representative on the phone stated, was NOT performed.  I washed the filter out myself and the technician agreed with my action.  The technician even stated that it did not need a acid wash do to the fact that my cleaning was good and the unit will would operate fine.  
  
  Regards,
  
  ***** **********

  Business Response

  Date: 02/04/2025

  The response stands. It is not possible that the installers did not complete an acid wash on the system due to the before and after condition. Simply rinsing with water would not have cleared out all of the compacted debris that was in the coil.

  Customer Answer

  Date: 02/05/2025

  Complaint: 22607637
  
  I am rejecting this response because:

  I've spoken to four different A/C technicians and searched information online.  All agree that the so called acid wash is NOT required or necessary.  The company that provided the service still owes me 475$.00.
  Regards,
  
  ***** **********

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair 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.

  EMS Home Services came by our house to service a leaking ** vent. They diagnosed the problem and said they would fix it but we first had to prepay $695.00 before they would begin fixing the leak so we paid them. A repairman came a couple of days later to fix the leak and spent less than 5 minutes at our house and said it was fixed but he didnt even check to see if the vent was still leaking. The moment he left the house, the ** vent was still leaking. We called EMS Home Services to tell them the leak wasnt fixed but they informed us that to them, the work order was complete. I complained so they reluctantly sent a new repairman the next day. The new repairman now gave a new diagnosis and said the reason it was leaking was because of plumping which they cant fix and told us to call a plumber. I contacted EMS Home Services and said since they missed diagnosed the cause and didnt actually fix anything, we should be refunded but they have refused and arent returning my messages. I think since they missed diagnosed the cause and said they can fix it and didnt fix it, that we shouldnt have to pay.

• Initial Complaint

  Date:09/25/2024

  Type:Customer Service 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.

  I am submitting this complaint for my son, ****, who is a disabled vet with PTSD, panic disorder and anxiety disorder. He has been waiting about 6 weeks for the repair/replacement in this terrible heat of his HVAC. He has been confined to one room because he did buy the portable AC. **** said theywould reimburse $150 towards the cost of a portable AC. That has not yet been received. He has a home warranty with First American home warranty and *** is a contractor. In all, between the noncovered charges, the copayment and the portable AC, he has paid out almost $1000, $85 service call, $640 noncovered charges and $240 for portable AC. This is a severe hardship for him. He had to charge these on a high interest credit card. The company, EMS home services, is contracted by First American home warranty. ******** company ordered the wrong part twice, and are saying they will have to order the part another time. Since they keep ordering the wrong part, and for over a week, they said they couldnt find the part, I dont believe that the part is available. This hvac unit needs to be replaced. They obviously cannot find the right part! I am also submitting a complaint against first american home warranty, as they have continued to allow this situation to go on for so long, instead of authorizing replacement of the hvac unit.

• Initial Complaint

  Date:08/14/2024

  Type:Product 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.

  The company came over and installed a $18 capacitor on a condenser. They then proceeded to say they would remove the part if I did not pay a $250 cleaning fee. The unit is nearly spotless, I called there office and they refused to tell the technician to stop scamming clients. Attached are pics of the unit, with the hvac guy still there. They are preying on people who need ac in 100 degree weather. Order is 85 service plus 50 for the part

  Business Response

  Date: 09/11/2024

  The condenser coil did need maintenance on it and when a coil is dirty it will restrict airflow and cause parts to burn out. The technician did not collect any money for the cleaning, the part, or the service fee so there is nothing that we can refund for the customer. If they would like their service fee refunded they will just need to reach out to their home warranty company since they are the ones who collected the $85. He can request reimbursement from them if he purchased a part but I cannot guarantee that they will reimburse him and we will not reimburse the customer for any parts he purchased.

• Initial Complaint

  Date:08/14/2024

  Type:Customer Service 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.

  EMS home services was dispatched to my home to work on my hvac safety switch line which somehow had a 90degree pvc break. They assessed to the home warranty company that pvc just does not crack and such having them deny my claim. They are now ducking answering my calls and responding back.

  Business Response

  Date: 09/11/2024

  After reviewing the file I do see that the claim was denied for not normal wear and tear due to physical damage. I do see a comment left on the file by a sales representative stating that he had spoken to the customer and that the customer was going to call back after he got paid to move forward with the work. Both the comment and last phone call we received from the home owner were both on 8/14. If the customer would like us to reach out to him I can have the same sales representative give him a call today.

• Initial Complaint

  Date:07/12/2024

  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.

  April 2023 we were given a diagnosis on our HVAC system that the entire unit needed to be replaced. Our home warranty covered all cost with exception of *******. June 2024 that system is malfunctioning and we were told the coils were bad. Freon was leaking. Home warranty covered all expense with exception of 880. When I called EMS to inquire why there was an out of pocket expense for the unit that was just replaced last April and why it wasnt covered under a manufacturer warranty when they purchased the system. On 7/10 spoke with ****** was very rude and would not answer my question. He kept deflecting telling me to call my home warranty company. I asked for an itemized list to be emailed to me. Still have not received it as of 7/ 12 reached out to First American and they advised they paid EMS for all parts. System scheduled to be repaired 7/17. Been without ac since 6/25/24. I want to know why there was a cost for parts or out of pocket expense for a system thats barely a year old. Why isnt there a warranty?

  Business Response

  Date: 07/24/2024

  Since the install was done through the warranty there was only a 30 day warranty on the work. The breakdown of the noncovered costs is provided by the home warranty company since they are the ones who determine coverage. We can provide a receipt for the total amount paid but the breakdown will need to come from the home warranty.