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:06/26/2024

  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.

  The Right Choice installed a complete ************************** system on 7/7/2023. There have been constant problems ever since. The system never cooled properly and after many service calls, that they have tried to continually charge more and more each time, we found the system had the wrong thermostat installed, the heating system had never been connected, the original installation created a coolant leak that caused it to eventually shut down completely. We contacted them only to find they again misdiagnosed the problem for which they wanted to charge an additional $2629.00. This situation has caused an increase in utility costs and additional repairs having to be completed by myself and finally another AC company on 5/22/2024. Please see the complete timeline attached.

  Business Response

  Date: 07/11/2024

  Hello ********************, we have been trying to reach you to resolve this matter. Please call office and ask to speak to *****, who is the manager in charge to your case. Thank you and we apologize for the inconvenience this has caused.  

  Customer Answer

  Date: 07/22/2024

  The representative from The Right Choice, ***************************,did contact me regarding our complaint. He claimed that their error was due to a laziness on the part of the technician they sent out.  They have offered restitution in the amount of $2010.86.  We were originally asking for $3410.86.  Due to the multitude of phone calls and their attempt to extort further funds to repair a system that was not properly installed to begin with, we feel our requested amount is more than fair and we do not want to settle for the lower amount.  The only reason the system is now working properly is because we were able to find another company to complete the correct diagnoses and the proper repair. 

  
  If we had accepted their original diagnoses, we would have paid far more for an unnecessary repair and then still would not have had a proper working system. The leak in the system would have continued, their warranty would have expired, and the system would still not be working. How much more would they have been willing to continue to charge us?

• Initial Complaint

  Date:05/31/2024

  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 April 22, 2024 Right Choice Heating and Air installed a new intake to our original system and an additional new return vent in the attic of our home. The sales manager, *********************, said it would give us better air flow and would probably save on our electric bill. He said we were only getting partial air return and with these new parts we would get 100% air return. We paid them $6000.00 to install this new equipment. We were unaware that they were having the work done by a sub-contractors. The sub-contractors finished the work but no one from Right Choice came out to inspect the work or to see if it was done correctly. On May 5, 2024 (11 days later) we noticed that there was water coming out from under our hardwood floors. We called them and they were here on the next morning to investigate the problem. They also called out a restoration company, Dry Force, to come out and put fans on the floor, in the bathroom, and in the attic to dry up the water. They discovered that the condensation drain that goes from the attic unit down a pvc pipe and then down and out of the house had been pulled apart causing the condensation for 11 days to drain down our walls and under our hardwood floors. They corrected the pvc pipe, they said it wasn't their fault that it had been originally installed wrong; however, we have lived in our house for 16 years and haven't had any issues until they installed this new equipment. The movement of the unit when they were installing the new parts must have pulled the pvc pipe apart. We talked to ***** on May 9th because we received a bill for $573.00 to fix the pvc pipe, which was their fault to start with. He said he would talk to the owner and get back with us the next day. When we talked on May 10, he said that we could ignore that bill and that they were going to turn the damages to the floors over to their insurance company and they would send out an adjuster to look at our floors(hasn't happened.). They will not return our calls.

  Business Response

  Date: 06/03/2024

  Hello, ****. I understand the issue and i belive ******* spoke with you today in the **** for a solution. Thank you

  Customer Answer

  Date: 06/10/2024

  On June 3rd, we received from you that ******* had contacted us to resolve the issue;  however, after numerous times to contact her she finally gave us the name of the ***************** (which was not correct) but would not give us a phone number or the claim number until finally on June 7th we got a call from ************************* from Central Mutual ***************** . He said he had just received the claim that afternoon of the 7th and would be sending out an independent adjuster this next week. (10th - 14th). We are waiting to here from the adjuster for an appointment to come and view the damages. Just wanted to update you on what is going on - still not resolved.

  Customer Answer

  Date: 06/14/2024

  I am rejecting this response because:   On June 3rd, we received from you that ******* had contacted us to resolve the issue;  however, after numerous times to contact her she finally gave us the name of the ***************** (which was not correct) but would not give us a phone number or the claim number until finally on June 7th we got a call from ************************* from Central Mutual ***************** . He said he had just received the claim that afternoon of the 7th and would be sending out an independent adjuster this next week. (10th - 14th). We are waiting to here from the adjuster for an appointment to come and view the damages. Just wanted to update you on what is going on - still not resolved.

  Business Response

  Date: 06/14/2024

  Hello, we are going to look in to the issue and get back to you as soon as we can

  Customer Answer

  Date: 06/14/2024

  The independent insurance adjuster was here today and things are moving in the right direction. *****************

• Initial Complaint

  Date:08/18/2023

  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.

  -------- Original Message --------Subject: FW: Soap bubble test From: "***********************" <*********************>Sent: Wednesday, June 21, 2023, 1:26 PM To: ************************** <**********************>CC: Good afternoon , I am writing to inform your company I had my AC unit located on **************************************************** ** ***** fixed by Bless-it Air ******************************* enclosed pictures are the actual leak found and fixed by this company. The diagnostic and estimate your company provided was inappropriate and inaccurate.I am requesting a refund for the services which were not provided.I am willing to settle this case at a lower level however, if I must take higher action it will occur.Thank you for your response to my complaint *************************************Telephone number ************.

  Business Response

  Date: 08/21/2023

  Thank you for your concerns. We are going to look in to the matter and contact you. Thank you , The Right Choice Support

  Business Response

  Date: 08/21/2023

  Its the same complained from the same customer complaint: ************** she sent double complaints with the same text

  Business Response

  Date: 08/21/2023

  The Right Choice Heating & Air has issued a refund in the amount of $144.00. The refund is for the membership plan purchased and should be in her account within the parameters of her banking institution.  

  Customer Answer

  Date: 08/21/2023

  I would like the full refund for services not rendered.

  The company is only trying to refund ****** in which was paid for a membership.

  This company is attempting of not being accountable for the false services they claim to perform and Diagnose. I paid less to an outside company to find the leak and  fix. The coil was not causing the leak  in which the right choice initially diagnosed. This is the reason  I am  requesting complete refund.

  Customer Answer

  Date: 08/22/2023

  I am rejecting this response because: 

  I would like the full refund for services not rendered.

  The company is only trying to refund ****** in which was paid for a membership.

  This company is attempting of not being accountable for the false services they claim to perform and Diagnose. I paid less to an outside company to find the leak and  fix. The coil was not causing the leak  in which the right choice initially diagnosed. This is the reason  I am  requesting complete refund.

   

  Business Response

  Date: 08/23/2023

  We will honor our original refund offer which was to refund the $144 for the membership plan and $333.00 for the leak search.  The $144.00 refund has already been made.  As soon as I get confirmation from **** to refund the $333.00 for the leak search we will issue that refund.  I left her a vm (for the second time at **************) this morning asking her to give me a call but have yet to get a return call.  

• Initial Complaint

  Date:08/04/2023

  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.

  On 8/26/2020 I purchased a complete 3 ton HVAC system from the company to replace a failing existing system installed in 2008 that was past the 10 year parts/labor warranty period. I chose this company because they quoted a reasonable price for a comparable system WITH the same "no hassle" warranty - so they said. Prior to installation I asked MULITPLE times if the equipment would have the identical 10 year parts/labor warranty and I was told "YES" each time. Today (8/2/2023) I had one of the company technicians come out because the A/C was no longer cooling. I now find out that the company installed inferior (less expensive) equipment that does NOT have the warranty I thought it did (10 year "no hassle") and had to pay an $89 service fee to tell me there was a faulty capacitor which I purchased on my own ($130) to repair the unit. The technician was very polite and I do not fault him in any way.

  Business Response

  Date: 08/07/2023

  Thank you for contacting us with your concerns regarding the warranty and recent service. We've taken the time to carefully review your original contract and the details of your recent service call.
  
  First and foremost, I'd like to apologize for any confusion or frustration this situation may have caused. At "The Right Choice Heating and Air," we take our commitments to our customers very seriously, and I want to ensure that your concerns are fully addressed.
  
  Upon reviewing the original contract and invoice, it appears that the system we installed was the model specified and agreed upon, and signed. The warranty terms were as stated in the contract. You are covered by 10 years of manufacturer parts and not labor. I understand there may have been some miscommunication or misunderstanding about the warranty, and I deeply regret any inconvenience this may have caused.
  
  I appreciate your kind words about ************** and the professionalism he displayed during his visit.
  
  If you have any further questions or concerns, or if there's anything else I can do to assist you, please don't hesitate to contact me

• Initial Complaint

  Date:04/18/2023

  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.

  Right Choice came out to my house in December and installed a inside heat and air unit in the ceiling above a shower stall. I believe the unit was installed improperly because it in leaking water into the ceiling. We had one of their tech's come out and check things out and he said that he could not find anything. I had a different ac company come out and he pointed out the problem to me. I have made several calls to The Right Choice company asking that a supervisor come out to my house. It has been over a week and no one has called me back or come out to my house. I can not run the unit and I have a hole in my celling from the water. I am starting to believe that because the unit is under warranty The Right Choice ** does not want to mess with it because they can not make any money on it. Also they may not want to admit fault that the unit was installed improperly installed. To top it all off my wife told me that during the install the install crew told her that they found something and for $200.00 cash under the table they would clean it up. That sounds very shady to me. The weather is getting warmer and I have a AC unit that I can use, and The Right Choice ** will not work with me on fixing this problem. One more thing. They told me that I had to pay $1500.00 up front before any work could began. The only reason that I used Right Choice is because they were the company that installed the unit about 10 years ago.

  Business Response

  Date: 05/02/2023

  Hello. Our office discussed the complaint and issue with *************; and have no further issues. Mr *************; said he will remove the complaint.

  Thank you

  Business Response

  Date: 07/10/2023

  It was a pleasure speaking with you. We set appointments with you and will take care of the issue.