Complaints

This profile includes complaints for Royal Air Houston's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Royal Air Houston

  12519 Fm 529 Rd Houston, TX 77041

• 

  Royal Air Houston

  12718 Woodworth Dr Cypress, TX 77429-5081

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:01/25/2025

  Type:Billing 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.

  Purchased 2 Mini Splits on 12/16/2024. My sales Consultant was Dylan ********. On the proposal/contract that I signed I agreed to $225 month, $8,000 total and $821 down payment. I paid the down payment and the next day on 12/17/24 was scheduled for the install, the installers were really nice and cleaned up all of their mess. The did request an additional $800 for parts and Dylan called me and said that $500 of that would be used towards my $8,000 and the other $300 for parts, I agreed. Once install was completed I told the installers on my proposal/contract it states "Wi-Fi units" but they were not Wi-Fi units, I contacted Dylan and no response. I then asked the installers about the cage they were suppose to install to both units on the outside, they said they do not do that another company completes that. I called Dylan again and text him and no response. Then in January called Royal Air 4 times and was told I would receive a call back from Dylan's direct Manager, no response. Today 1/25/25 applied for a Home Mortgage and was told I had a $19,999 loan out. Contacted the loan company and was told that I signed the agreement, I asked for proof and they said its in your email. They read me my email and I stated that I have never been associated with that email account. Dylan ******** created a fake email account and applied/signed my legal documents using my name. I have called Royal Air again to get information because when texting Dylan my messages turned from Blue to Green (him blocking my number). I have opened up a case with the Bexar County Sherriff's Office regarding this and if no answer by next weekend will seek legal council. The amount I owe is $8,000 - $821 - $500 = $6,679.00 and not a penny more. I hope this matter can be resolved without getting my attorney involved.

  Business Response

  Date: 01/30/2025

  Good Morning Mr. ********,
  I hope you’re doing well.
  As you are aware, we are actively working with you to resolve the financing issue and secure financing through another company. We fully acknowledge the wrongdoing of our former employee, Dylan, and as a company, we are taking legal action against him.
  I want to assure you that we take this matter very seriously and are committed to maintaining a positive relationship with you as our valued customer. Our priority is to make things right for you.
  I sincerely apologize for the experience you’ve had due to Dylan’s actions. Like you, we are both surprised and deeply upset by the situation. We truly appreciate the opportunity you’ve given us to correct everything and regain your trust.
  Please don’t hesitate to reach out if you have any questions or concerns. Thank you for your patience and understanding.

  Customer Answer

  Date: 01/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:01/21/2025

  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.

  Royal Air installed an air conditioning and heating system in my house and failed to do it according to the city codes. I have called them daily for the last several days and have been given the runaround told that the information would be forwarded to the correct department for scheduling. As of now several days have passed since the problem was reported continued to ignore me

  Business Response

  Date: 01/23/2025

  Good Morning,
  I see that you are were scheduled for service January 17th to address and resolve your concerns..
  I've tried following up with you by phone but haven't been able to reach you. If you have any additional concerns or questions, please feel free to call me at your earliest convenience.
  Thank you, and I look forward to hearing from you!   

• Initial Complaint

  Date:01/13/2025

  Type:Product 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.

  Royal air installed a system in our home in 2022. It was not done to code, they damaged our home and our system, which quit working after 4 months. Jump ahead to a few weeks ago in 2024 I was contacted by Gabby at Royal Air who said she wanted to reimburse us for the cost of the damage to our system and the repairs to fix it. I’ve had 2 reputable companies evaluate the system and both agree it requires additional work to not only get it to code but to even work effectively per the size unite and size of our home. All things that were not considered upon the sale and installation of the system. I provided Gabby with a quote for the repairs in which she has completely ghosted me. It’s going to cost an additional $2500 to get our system functioning correctly. She no longer seems willing to help me. I would be happy to wash my hands of any relationship with this company if they would cover the cost of these repairs as promised.

  Business Response

  Date: 01/16/2025

  Good Afternoon Ms. ******,

  
  I hope this message finds you well. I am writing to formally acknowledge your complaint and to confirm that we are issuing a payment of $2,500 to address the cost of repairs you may have had performed by another company.
  If you have any questions or concerns in the future, please do not hesitate to reach out to our office. We are here to assist you.
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 01/16/2025

  Better Business Bureau:
  
  This letter is to inform you that Royal Air Houston has carried out to my satisfaction the resolution it proposed for my complaint, filed on 1/13/2025 and assigned ID ********.
  
  Regards,
  
  Karen ****** 
  

• Initial Complaint

  Date:01/13/2025

  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.

  I bought a Carrir HVAC to be installed. I was out of town when they jut showdd up at my houe to intall. i had to have q friend come over . They installedd an off brqnd straight airconditioner and have refused to remove it nd rplace with hat wa on the contract. aFTER SEVRAL SERVICEMEN CAME OUT AND STQTED THIS WAS NOOT THE UNIT i BOUGHT THEY THEN PUT IN HET TRIP FOR HET. iT NEVER WORKEDD. i HAVE CALLED MULTIPLE TIMES AND CANNOT RESOLVE IT. i HAVE CONTACTED THE LOAN COMPANY AND TOLD THEEM THEY HAVE put in wrong unit and they said ther was nothing they could do even though the company did defaud them and me. I am continuing to contact Royal ai laving multiple message on voice mail and reeceptionist and never getting a repone. I am at the point wher I will ue the company to come get unit and stop loan and refund money. I had to buy multiple heaters last year to sty warm. I have ask for a manager to call me but never got a return call.

  Business Response

  Date: 01/15/2025

  Good Morning,
  I see that you are already scheduled for a service appointment this Saturday, January 18, 2025.
  I also noticed that one of your concerns is that your unit says Payne instead of Carrier. I'd like to clarify that Payne units are part of the Carrier family. Carrier Corporation owns the Payne brand, which means Payne air conditioners are manufactured and marketed under the Carrier umbrella, essentially making Payne a subsidiary of Carrier.
  I hope this information helps ease your concern about the unit being a Payne. Please let me know if you have any additional questions or need further clarification.
  Thank you, and I look forward to ensuring your satisfaction during the upcoming service visit.

• Initial Complaint

  Date:01/10/2025

  Type:Billing 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.

  Hello, It has been 30 days and Royal Air has ghosted me. I had my Carrier AC/ Heating installed on Nov 19th. I turned on the heater on Nov 24th and realized the compressor was kicking on so I contacted my sales consultant Luke to confirm that should not be happening and he said no the compressor should not be kicking on. After knowing it was coming on he said nothing about having someone come out to fix it, instead he just told me to wait for the inspector. Prior to purchasing my Carrier I specifically asked if a city code inspector would be coming to do an inspection after the unit was installed and he said yes. After installation I find out this is untrue. They first said it was no big deal, because no permit was needed and I told them this was not the point. I want to make sure my unit is not installed properly. They claim that a licensed code inspector was coming out and on the day of the appointment, I texted to confirm the appointment only to find out he was cancelling because his license was expired which he had to have known it was at the time we made the appointment. Do I have the right to refuse the company from entering my house since they did the complete installation wrong and obviously do not know what they are doing and I do not want to worry about a fire hazard of them breaking what has been fixed now by another company. Can I also refuse payment, because the company has ignored me for a month and never finished the installation and had no idea what they were doing. I do not want another unlicensed technician in my house, since the original installer was not a licensed nor certified Carrier installer as I was told my installation would be done by. Technically isn't this misrepresentation / fraud? Thank you. I am reviewing my texts and now realize I didn't even get installed what they said I would get: 24TPB760 CAPMP6121ALA got 58TP0B110V21-22 which is fraud.

  Business Response

  Date: 01/15/2025

  Good Afternoon,
  I have reviewed all relevant documents with management, and I would like to apologize for the inspector’s license being expired at the time of your service. Unfortunately, we have no control over license expirations for inspectors. However, I see that the inspector’s license expired just one week prior to our visit to your home.
  On another note, we have sent licensed technicians to your home and attempted to contact you several times, but have not had success reaching you.
  Regarding the equipment we installed, I am attaching the AHRI Certified Certificate from the state, which confirms that the equipment we installed is two-stage. The unit information you provided does not correspond to two-stage equipment and is not listed in your contract with us. Additionally, I am attaching the warranty information for your units.
  As for the payment concerns, I see that you used two separate loans for the installation: one for $5,000 and another for $6,500. So far, we have only been able to collect on the $5,000 loan, while the $6,500 loan remains incomplete due to your refusal to finalize the required steps.
  If you have had another company perform repairs on the units we installed, I kindly request copies of any invoices marked as paid for those repairs.
  Please give us a call at your earliest convenience and email the requested documents. Your attention to this matter is greatly appreciated, as it will help us resolve any outstanding issues and finalize the $6,500 loan for the equipment.
  We are committed to ensuring everything is done correctly for your satisfaction and comfort. Thank you for working with us to resolve these matters.

  Customer Answer

  Date: 01/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 

  They completely wired the system wrong, did not install the unit as told I would get in writng, put in a furnace and heat pump, added two filters to the outside unit and it is their responsibility to have their inspectors license up to date.  It is not a surprise when they license will expire.  When I was trying to get help I was ghosted, now that they want to get paid, they try and contact me.  I do not want or trust the company to come back into my house, because it is obvious the installer had no idea what they were doing.  I do not want a fire issue since the original wiring was all incorrect.  I want a copy of the license and the Carrier certification of my installer (as I was told he was) with their photo attached, so I can verify this was my installer.  I am fighting the second loan, because of the incorrect installation and unit (I was told this could be considered as fraud).  If they want to settle, I am open to a settlement.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  Sylan *****
  
   

  
  

  Business Response

  Date: 01/23/2025

  Good morning,
  
  I hope this message finds you well. Our service department recently attempted to contact you to schedule a time for a technician to visit your home. Additionally, we dispatched a technician, but no one was available at the property.
  
  We can get you on our schedule for service as early as Tuesday, January 28th. Please call our office at your earliest convenience to confirm, as we have not yet received a response.
  
  If you have any additional questions or concerns, please don’t hesitate to reach out. We look forward to hearing from you!

  Customer Answer

  Date: 01/27/2025

  Better Business Bureau:

  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  I have filed a complaint with TDLR and will be filing a suit after results, because my installer was not licensed nor a certified Carrier installer as stated in writing as well as I did not get the unit, I was told I would get in writing.

  
  Your company sent a unqualified installer who had no idea what they were doing.  I would never agree to allow this to happen again and have a potential fire since the original installation wiring was completely wrong.  There are numerous complaints at TDLR and your company license is currently on probation. I want my loans to be dismissed, because of the fraud that has occurred.

  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards, Sylan *****
  

  Business Response

  Date: 02/04/2025

  Good Morning Ms. *****,

  
  Our office has made multiple attempts to reach you to schedule a technician visit to address and resolve any issues or concerns you may have.
  At your earliest convenience, please give our office a call so we can work toward rectifying the situation. We would appreciate the opportunity to assist you.
  Thank you, and we look forward to hearing from you.

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I have asked for a copy of the license and photo ID of my AC installer multiple times and the company has refused to provide this.  My AC installer was not licensed as stated he would be which is fraud.  The company ghosted me and refused to come out to fix my AC/Heater and so I had to call another company to fix the mess that Royal Air made.  Royal Air installed both my AC and Heater incorrectly and the wires were all incorrect which could have been a fire hazard.  I do not want the company back in my house, due to their fraud and hazard installation.  I want my loan dismissed.  Thank you
  
  Regards,
  
  Sylan *****
   
  

  Business Response

  Date: 04/18/2025

  *****PLEASE SEE ATTACHED******

• Initial Complaint

  Date:12/31/2024

  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.

  Order an Air Conditioning/heating unit Nov 26th, and the job wasn’t completed. I spoken with Amy several times and she keeps saying that someone contact me to come and complete the job, but no one has. It’s been almost two weeks and no one has even attempted a call. Called almost every day.

  Business Response

  Date: 01/15/2025

  Good morning, 

  Since the installation of your equipment on December 20 2024, I see that we were able to send an installer to your home on January 5 ,2025 to address and resolve your concerns. I've tried following up with you by phone yesterday and today but haven't been able to reach you. if you have additional concerns or questions, please feel free to call me at your earliest convenience. 

  thank you, and I look forward to hearing from you!

• Initial Complaint

  Date:12/11/2024

  Type:Billing 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 10/5/2024 Royal air installed a brand new AC unit at my home located on **** ********* **** ****** ***** ****** The amount paid to the company was $8000 dollars financed by Microf. The business committed to install a whole new 2.5 tons Carrier ac unit. They installed the unit, the condenser outside says Carrier. The evaporator inside is an uncased Tempstar. Everything seemed to be working fine, until the first cold front arrived in Dallas Texas around November 28 and I turned the heater on. The heater wouldn’t turn on. A guy came by on November 30 to fix it. He spend like three hours moving cables, testing circuits, doing all kind of tests, and at the end he tells me that the unit didn’t have a heater. So he was going to notify the company and left. A week later after several calls to the company, they said they were waiting on the part that it was going to take another week. In the mean time I am freezen in my own home. I am 62 years old and the cold temperature in my home affected my health. I got sick. I told them that I wanted a brand new complete unit to replaced the one they installed, after threatening to get a lawyer they called me on December 6 and informed me that they were going to replace the whole unit. On Monday I waited the whole day, the guy shows up at 6:30 waited for two minutes outside, I never heard knocking or ring bell so he left. Next day I call, the reschedule for December 11, window time 11-2, right now is 7:08 I just got a call that the guys are an hour away,

  Business Response

  Date: 12/12/2024

  Thank you for your review. I’m sorry to hear you had a frustrating experience, but I really appreciate you bringing this issue to my attention. This will help us to improve so that we improve in that department.  I do see that we have replaced your inside unit and checked all operations. System working properly. Please dont hesitate to contact our office or email us if you need further assistance or concerns. 

• Initial Complaint

  Date:09/25/2024

  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.

  March 10, 2019. Royal Air was dispatched through our home warranty company to service our a/c, which was not cooling. The technician stated that the evaporator coil needed to be replaced, and was not covered by the home warranty company, and also recommended that we upgrade/replace the entire system, due to age. Just to note, we learned that the evaporator coil would have been covered. Later that evening, after meeting with their salesperson, a whole new system was installed, inside and out. Early, July 2020, our new system stopped cooling. This ordeal lasted for two weeks as we experienced technicians not showing up, or not being able to resolve the issue. They finally determined that the condenser coil needed to be replace due to leaks, and replaced July 13th.On July 17th, another technician came out to install a media filter box, that was supposed to be done at the initial installation. He detected a hissing sound coming from the newly installed coil, and Royal Air would send Ulises back to check the coil replacement. By August 11th, the system was given the all clear. September 2023, the unit stopped cooling.September 1st to October 9th, they came out five or six times, where they repeatedly welded Freon leaks and replaced parts. After each visit, the unit would work for a couple of days, then break down again. During these ordeals, we have attempted to reach, George, the owner, by leaving requests with staff for call backs, e-mails, voicemail, and text messages, with never a response. One year later, September 19, 2024, our system stopped cooling. We contacted Royal Air, paid the $195 service fee. Again the condenser coil has a leak. The options they gave us were to pay $4,900, for a same day install on a whole unit or go through our 10 year warranty and replace the coil AGAIN, but this time at a cost of $1,900 AND we would have to wait 30 days for installation. We’ve only had this unit five years and it’s been problematic from very early on.

  Business Response

  Date: 10/01/2024

  Good afternoon Mr. ******, 

  Thank you for sharing this feedback with us. We acknowledge your concerns and appreciate you bringing this to our attention. It is important how much our customers know we value and appreciate them in every interaction. Please be assured that we will review your experience internally to address the process that caused these issues. We hope you will give us the opportunity to serve you better in the future. Please reach out to me by email at [email protected] please include your address in the subject line for reference or call our office at 832-334-5959 I would like to see if we can find a resolution. Thank you. 

  Customer Answer

  Date: 10/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
   9/22/24, is when your technician, Curtis gave us only two options of paying $1,900 for a replacement coil(still under warranty)with a 30+ day wait, or a “promo” offered by George to pay $4,900 to replace the condenser. So ten days later, and after our filing with the Better Business Bureau, it appears the resolution is to now replace the coil, at no cost? Royal Air’s neglect and unwillingness to rectify the situation, which left stress on our home and it’s inhabitants, left us no choice but to hire another company to replace the coil. 
  
  
   Your resolution attempt has fallen short and extremely late. The fact that you are now offering, proves it could have been done, at the onset. Additionally, you were magically able to get a coil before 30 days. These actions again prove what is quite apparent. Royal Air takes advantage of customers. This company sees our inconveniences as a way to push overpriced products unto us. 
  
  
  Because you chose to try to squeeze more money out of us for a warrantied part, or have us pay another $4,900, on top of the $$$$ we’ve already paid, to replace a system that was faulty from the start, and only five years old, we require and are due reimbursements.
  
  
  $195 for your service fee on September 22nd., as this was the second coil from you, just as faulty as the first. Five to six times your technicians came out in the matter of a few weeks in 2023, and one of us had to repeatedly take off from work to be here. 
  
  
  $300 for the amount we had to pay another company to resolve this issue.
  
  
  Lastly, since George saw fit to recommend that we replace a condenser only five years old, this exhibits that he obviously feels that it is a defective unit, or else he would have only offered the replacement of the coil. This certainly questions the credibility of this unit, which is now on it’s third coil. We have always stated that it was defective, and have been requesting over the years that he replaces this condenser. We still maintain this position, and since he has made this determination, we request that he pays us his promo of $4,900, so that we can purchase a unit that will function properly, from a reputable company.
  
  Regards,

  ***** *****
  
  
   

  
  

• Initial Complaint

  Date:09/19/2024

  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.

  Bought a whole new ac with install and next morning water puddles, called them they took until late next day to come said they fixed, next morning water again, they came evening again and said it wasn’t them it was a plumbing issue and the damage that was being done wasn’t them. Next day I got a plumber confirmed it was an ac issue and took video, they said they would send their plumber and no one has shown up. They are not answering phones, etc. Also called company about the disturbing behavior I caught of the workers on my video cameras while at my house working.

  Business Response

  Date: 10/01/2024

  Good afternoon Ms. ******** 

  Thanks for taking the time to share your feedback with us. We understand your concerns and appreciate you bringing this to our team's attention. Please be assured that we are reviewing your experience internally so that we can better serve our customers in the future. I do see that you have been in contact with our install manager and the issues/concerns are being currently resolved. We hope you continue to  give us an opportunity to serve you again, and we always welcome you to contact us directly if you need further assistance.

• Initial Complaint

  Date:09/11/2024

  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.

  HVAC INSTALLED 07/18 - 19/2024. THEY DIDN'T HAVE ALL OF THE PARTS ON THE FIRST DAY. UNIT RAN 24/7 AND FINALLY THEY SENT SOMEONE OUT MIDDLE OF AUGUST AND THEY FOUND WIRES NOT CORRECTLY ATTACHED.. NOW I HAVE BEEN TOLD THAT THIS UNIT IS NOT COMPATIBLE WITH PROPANE, WHICH I HAVE. I HAVE CALLED AND EMAILED MULTIPLE TIMES WITH NO RESPONSE. I WOULD LIKE TO HAVE THEM COME SERVICE MY SYSTEM AND MAKE SURE IT IS THE CORRECT UNIT.

  Business Response

  Date: 09/20/2024

  Our apologies, that you did not get the full service and that you have had issues. I do see that we had a technician out to your home on 9/12/2024 and was able to do quality control and take care some of your other concerns. I hope that we have been able to make up for the lack of service and hope to keep you satisfied as our customer as we do appreciate your business.                                                                                                                                                                                                                                                                                                                                                                        

  Customer Answer

  Date: 09/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.