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:02/11/2025

  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.

  On January 20th, Abacus came to clear a stopped up toilet. Plumber couldn't get the drain to clear & said we would need to install an exterior cleanout. He did admit that he had trouble getting the snake to go the correct way down the ********** had gone up the vent pipe several times. He still charged us $334.77 and gave us an estimate of $4200.00 to install an exterior cleanout. I called another plumber to get an estimate. That plumber noticed that the toilet was backed up but the bathtub next to it was not. He used a closet auger and cleared the drain right away. I contacted Abacus and spoke to ***** in the **************************** He agreed that I should not have been charged if they did not clear the ********** would process a full refund. After more than a week, I contacted Abacus again because I had not gotten the refund. ***** told me that he had processed the refund and I should receive it shortly. I have checked with my ******************* several times and no refund has ever been processed. It appears that Abacus is just stalling in a hope that I will forget about this.

  

  Business Response

  Date: 02/12/2025

  Dear *****,

  Thank you for sharing your feedback, and we sincerely empathize with you for the inconvenience you've experienced. We understand your frustration regarding the refund process and want to assure you that your concern is being taken seriously.

  Upon reviewing your account, we can confirm that your refund was processed on February 6th, 2025. Our current refund process typically takes 2 to 3 weeks for processing. Given that, you should expect to see the refund in your account within 5-7 business days from the date of processing.

  We greatly appreciate your patience and understanding during this time. If you do not see the refund in your account by February 17th, please reach out to us, and we will look into the matter further.

  Again, we empathize for the delay, and thank you for giving us the opportunity to resolve this for you.

• Initial Complaint

  Date:01/05/2025

  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.

  On or about May 14, 2024, Abacus installed a new Lennox a/c unit for our condominium. On November 2, Abacus is notified and schedules a technician to inspect the a/c due to a/c no longer working. We had multiple calls and techs come to the condo to troubleshoot between November 3 and November 22 and never got it working. Abacus had us replace a breaker and then the breaker panel and guaranteed the new breaker panel would fix the issue (due to our reluctance), but it did not fix the issue. We had to call several times before obtaining access to a supervisor to attempt to get the issue resolved. On November 22, a supervisor gives option to 1) run a line outside of condo building at no cost or 2) return $5,495 and we get someone else to fix a/c issue. On December 5, we spoke with supervisor and notified we wanted option 2 and asked for $5,500 reimbursement, wherein supervisor said he would need to obtain approval for the extra $5 because we financed the a/c unit and would then need to send paperwork for us to sign. On December 17, we had another company come out and fix the a/c on their first try. As of this date, we have not heard back from Abacus on our reimbursement request.

  

  Business Response

  Date: 01/14/2025

  Dear Louisa,

  Thank you for bringing your concerns to our attention. We sincerely empathize with you for any inconvenience you've experienced and the difficulty in resolving the issue.

  After reviewing your case, we understand the frustration caused by the delays throughout this process. We appreciate your patience in working with our team, and we truly regret that the service did not meet your expectations.

  We are pleased to inform you that we have processed the refund for the requested amount.  A member of management will be in contact with you to deliver the refunded amount to you. If you have any questions or require further assistance, please don't hesitate to contact us directly.

  Again, we empathize with you for the challenges you've faced and thank you for your understanding. We value your business and hope that this resolution helps to restore your confidence in Abacus.
  
  Sincerely

  Customer Answer

  Date: 01/15/2025

  [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:11/07/2024

  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.

  I am submitting a formal complaint regarding Abacus, which I believe has engaged in deceptive practices and overcharged me for services. I have used this company on two separate occasions and feel that I was taken advantage of due to my age and gender. First Incident: I initially contracted their services for repairs and was charged $26,000 USD. During this process, an employee named Iris informed me that the financing would be interest-free provided the loan was repaid within 10 years. This statement turned out to be false. When I brought up the misleading information with the manager at the time, I was met with a dismissive and condescending response. Second Incident: Despite my past experience, I used their services again for additional work and was charged over $19,000 USD for repairs that I believe were significantly overpriced for the nature of the work performed. I am seeking a review of my charges and a fair resolution, as I believe this company’s pricing and business practices are unethical and lack transparency. I do not believe I was charged fairly especially considering the house is only 1,364 Sqft.

  

  Business Response

  Date: 11/25/2024

  Thank you for bringing your concerns to our attention. We take all feedback seriously and value the opportunity to address any issues that arise. We sincerely regret that your experience with Abacus did not meet your expectations, and we would like to provide clarification regarding the charges and services you received.

  First Incident: Sewer Work (2018)
  In reference to the sewer work completed in 2018, our technicians provided descriptions of the work completed, and based on their notes, the work was extensive and in line with the charges applied. We recognize that this situation may not have been as clear to you, and we empathize if the communication around this was not as thorough as it should have been. We strive to provide transparency in all our services, and we are committed to doing better in the future to ensure our clients are fully informed.

  Second Incident: Re-piping and Charges
  As for the re-pipe performed on your property, the estimate was created by Jorge using our price book, which is based on standard industry metrics. Re-piping costs are determined by the number of fixtures involved in the project, rather than the size of the home. This ensures fairness and consistency in pricing for all our clients. While we understand your concern regarding the cost, we assure you that the pricing for this service follows our standard guidelines and is in line with the nature of the work performed.
  Our team is committed to providing accurate and clear explanations of all financing options, and again, we empathize if any miscommunication occurred during this process. We would be happy to review the terms with you and clarify any discrepancies as well as assist you with getting in contact with the finance company itself for any assistance they can provide.

  Resolution and Commitment to Transparency
  We understand that you feel the charges were not justified for the work performed, and we take your feedback seriously. While our pricing is based on industry standards and the specifics of the services rendered, we are always open to reviewing individual cases. If you would like a more detailed breakdown of the charges or have further questions about the services provided, we would be happy to discuss this further with you.
  At Abacus, we strive to provide quality service at fair prices, and we are committed to improving our communication to ensure that all our customers feel confident and satisfied with the services we provide.
  Please contact us directly at 713-812-7070 if you would like to discuss this matter further.

  Customer Answer

  Date: 12/27/2024

  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.  
  
  I do not trust this company and its deceptive practices. No effort was made to reach out to me with any kind of financial resolution. I have even sent the manager Jose ***** pictures of the initial job that he has poor records of and honestly didn’t know how to price my job. He never responded it was sent November 11th. They have my contact information and stopped trying to respond once they saw BBB had got involved. 

  I am requesting an itemized receipt from both jobs that were performed on my house. I want it posted publicly on BBB website. I want to see the exact currency rates that were determined from their price book. Line by line. For example, they’re claiming paying people to dig is their reasoning for a huge bill, the tech that was used was a shovel and underpaid workers. 

  They wanted to take the conversation offline from BBB in order to continue deceptive business practices and pricing.

  They have numerous complaints online claiming to target elderly people and women. They prey on vulnerable people including myself. This needs to be taken seriously and investigated.

  Regards,
  
  Stephanie ****** 
   

  
  

  

  Business Response

  Date: 01/09/2025

  Dear Stephanie,
  
  Thank you for your feedback, and we sincerely empathize for any frustration or confusion you have experienced. We take customer concerns seriously and have thoroughly reviewed your case.
  
  We understand that you are requesting an itemized receipt for the services performed, as well as clarification of the pricing structure. Our company uses a proprietary pricing system that is designed to ensure consistency and fairness across all projects. While we are unable to provide a detailed breakdown of this pricing structure for public distribution, we can assure you that the charges are in line with the rates set forth in our internal pricing guidelines.
  
  Regarding the job in question, we have investigated the work performed and believe that our pricing is appropriate for the services rendered, including labor and materials.
  
  We acknowledge and empathize with your concern about communication as our goal is always to provide clear and transparent communication and we are committed to improving our communication moving forward.
  
  We also take your concerns about the treatment of vulnerable customers seriously. We pride ourselves on providing quality services to all customers, regardless of age or gender, and we are committed to maintaining the highest standards of integrity and fairness.
  
  If you would like further clarification or if there is any way we can assist you further, please do not hesitate to reach out directly. We are here to address your concerns and work towards a resolution that satisfies both parties.

  Customer Answer

  Date: 01/22/2025

  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.  
  
  Dear Abacus representative,
  Thank you for your response. While I appreciate your efforts to address my concerns, I must reiterate my request for an itemized receipt for the services performed. Without this documentation, it is impossible for me to verify that the charges align with the services rendered.
  While I understand your use of a proprietary pricing system, refusing to provide a breakdown of the charges raises questions about transparency. As a customer, I am entitled to understand what I am paying for, and I believe this is a reasonable request. An itemized receipt is standard practice in most industries and is essential for fostering trust and resolving disputes.
  I also want to emphasize that my concerns are not about your pricing system itself but about ensuring that the charges applied to my account accurately reflect the work completed. I have no issue with paying fair and reasonable charges for services rendered, but without clarity, I cannot determine if this has occurred.
  Furthermore, your acknowledgment of the treatment of vulnerable customers is appreciated. However, it is critical that this commitment is reflected in your actions. Transparent communication is a cornerstone of fair treatment, and withholding an itemized list undermines this principle.
  I remain committed to resolving this matter amicably, but to move forward, I require the requested documentation. If you are unwilling to provide this, I will have to consider escalating the issue further. I hope we can resolve this through clear communication and mutual understanding.
  Thank you again for your attention to this matter, and I look forward to your response.
  Sincerely,
  Stephanie
  
  
   
  

  

  Business Response

  Date: 02/03/2025

  Thank you for your continued engagement and for sharing your concerns with us. We appreciate your patience as we work towards a resolution.

  We want to clarify that we are not refusing to provide a detailed report of the services rendered. However, as the project was completed in 2018, we need to ensure that the information we provide is both accurate and up-to-date. To do so, we would need to send a technician to your home to review the work completed and take any necessary measurements.

  Once this evaluation is complete, we will be able to more accurately provide the request, ensuring full transparency and clarity regarding the charges. We understand the importance of this request and are committed to providing the documentation you need.
  Please contact us at your earliest convenience so that we can schedule a time to meet on-site and resolve this matter. We look forward to working with you to ensure your concerns are addressed satisfactorily.
  Thank you again for your attention to this matter, and we look forward to hearing from you soon.

  Best regards

• Initial Complaint

  Date:11/06/2024

  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.

  We selected Abacus based on their promotion of free ***************** positive ****** reviews; however, both claims turned out to be misleading.I scheduled an appointment online, outlining that our pool equipment & several outlets were without power, & that we were unable to reset the breaker or GFCI outlet. On October 28, 2024, the electrician arrived & immediately began using alarming tactics, claiming that none of our equipment was up to code & posed a serious fire hazard. After inspecting the breaker panel, he asserted that the issues were irreparable & would require complete replacement. He then informed us that there would be a $199 charge for the visit to prepare a quote.When my husband inquired about the free estimate, the electrician explained that the diagnostic fee was necessary to prepare the estimate, which would be provided at no additional cost, along with two options for repair & a diagnostic report. Later that day, we received the estimate, but it only included one option & lacked a detailed breakdown of charges. I reached out to Abacus for clarification regarding the diagnostic report & the quote. A representative explained that the "diagnostic report" was included in the quote, but it merely restated the information we had initially provided, offering no additional insights beyond a recommendation for equipment replacement. I expressed my frustration with being charged for a report that only repeated what we had already shared, & the representatives response was simply, ****. At this point, it seems the only thing Ive actually paid for is an overinflated estimate.Seeking a second opinion, I contacted another company, which resolved the issue by replacing a circuit breaker within 15 minutes, for just $95 more than the diagnostic fee we had paid to Abacus. The technician also reviewed the extensive work recommended by Abacus & confirmed that none of it was necessary, though he noted it could be addressed in the future if we wanted.

  

  Business Response

  Date: 11/13/2024

  Dear *******,
  
  Thank you for bringing this matter to our attention, and we sincerely empathize for any inconvenience or frustration caused. At Abacus, we are committed to providing transparent,professional service and regret that your experience did not reflect our standards.
  
  We understand that you expected a free estimate and were surprised by the diagnostic fee. We strive to clarify our policies, and it appears there was a misunderstanding regarding the nature of our initial diagnostic visit. Typically, our diagnostic fee covers an in-depth assessment and a comprehensive report, including safety evaluations.However, we regret that the information provided did not meet your expectations, and we appreciate your feedback, which will help us improve our communication and service clarity.
  
  In an effort to resolve this issue and ensure your satisfaction, we are refunding the $199 diagnostic fee in full. Additionally, we will review our processes to better align our service explanations with customer expectations in the future.
  
  Thank you again for your feedback and for giving us the opportunity to address your concerns. Should you have any further questions or need additional assistance, please dont hesitate to reach out.
  
  Best regards

• Initial Complaint

  Date:11/04/2024

  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.

  On Friday, September 20, 2024, Abacus came out to perform the semi-annual inspection of the A/C system. The technician said the drain line was clogged and needed to be flushed. On Saturday, September 21st, the drain line was flushed. On Tuesday October 29, 2024, I noticed water spots on my ceiling over my dining room which is where the A/C is located in the attic. That afternoon, a technician came out and stated that that the drain pan had rusted through and had caused the water damage. We questioned why this wasn't caught during the inspection, but no one could give an answer. The technicians called a remediation company which came to give an estimate to dry out the wet wood and replace the dry wall. My wife called Abacus requesting that they repair the damage and was told they would send a drywall person. On November 1st, my wife received a call telling us that Capital Construction would be coming out on Monday the 4th between 8-12. This was confusing as they had already sent ************************* out to survey the damage on 29th. One November 3rd we received a text and email confirming that someone from Abacus would be coming out on the 4th. When no one showed up on the 4th, we called Abacus and was told that the dry wall person wasn't working today (the 4th), and they would be out on the 8th of November. When we asked about ********************, they couldn't find any record. I asked to speak to a supervisor but was told someone would call right back which hasn't happened as of 1:25 pm on the 4th. Additionally, we were told the drain pan and the damaged sensor were under warranty, but we would have to pay for labor. We questioned again why the drain pan wasn't identified on the inspection and were met with shrugs and blank expressions.

  

  Business Response

  Date: 11/11/2024

  Dear ******* ****,
  
  Thank you for bringing this issue to our attention, and we sincerely empathize with you for the experience you've had. We understand your frustration regarding the miscommunication and inconvenience caused by the scheduling issues and leak due to the ***** drain pan.

  
  At Abacus, we strive for thorough inspections, and acknowledge that the drain pan condition was not flagged during the recent semi-annual service. We recognize the importance of proactive identification to prevent damages like the one you experienced.
  

  To address this issue, we have agreed to cover the charges invoiced by the vendor for the remediation work they assessed. This coverage is in consideration of the scheduling discrepancies you encountered with our contractor, and we hope it will help alleviate the inconvenience.
  

  Again, we empathize for any distress this situation has caused you and your wife. Please know that we are reviewing our processes to prevent similar occurrences in the future. If you have any further questions or need additional assistance, feel free to reach out to our ************* Team at ************.
  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 11/15/2024

  [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.  The total amount to be reimbursed is $4,770.00.
  
  
  
   
  

• Initial Complaint

  Date:10/14/2024

  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.

  Quoted price for plumber was OK until a Center Point Tech viewed in the work done. ******* said what was done ww were overcharged. ******* also said there is no such thing as a paid ** Approval Person to certify the work done by the Abacus group. We paid Centerpoint $350 to have centerpoint to upgraded our meter for adding a NG genterator. The ** tech said that the Abacus tech made a mess and the installed lines were all wrong. The tech also said the $350 we paid ** would have cover the work done by Abacus. We never needed Abacus. Abacus overcharged us by $1850. We are seeking a full refund for the price gouging.

  

  Business Response

  Date: 10/22/2024

  Mr. ************** am writing in response to your recent communications regarding the concerns you raised with the Better Business Bureau (BBB). I understand you prefer email correspondence moving forward, and I am happy to comply with that request.
  
  I would like to clarify the technical details of the work we performed at your home, which was completed in accordance with the request made by your gas company to increase the pressure to meet the added demand of your newly purchased multi fuel portable generator. Our work was conducted with the required municipal permit and successfully passed the final inspection by local authorities.
  
  Summary of Events:
  July 16: You reached out to us following a request from your gas company to elevate the pressure at your home to accommodate the increased demand from the standby generator you had purchased.
  Work Completed: Our technician provided you with options and proceeded with the necessary work, including obtaining a local permit and scheduling an inspection.
  Inspection Passed: After the work was completed, the inspection passed, confirming it met all regulatory and safety standards.
  
  Subsequently, you informed us that a different gas company representative questioned the integrity of the work completed, as well as the ethics and standards of our company. I would like to address these concerns.
  
  Our team is extensively trained and certified in the installation of equipment, such as your 13,000-watt multi-fuel generator, which requires careful consideration of peak gas demands. In your case, the generator alone demands over ******* BTUs of natural gas. After calculating the additional demand from your homes other gas fixtures (e.g., your cooktop and water heater), it became clear that your homes standard gas meter and pressure regulator would not suffice to meet peak demand. This validated the gas companys recommendation to increase the pressure, which we implemented with your approval.
  Below is a breakdown of the estimated BTU demand:
  
  
  Fixtures BTU Demand
  13kw Mulit Fuel Generator 225,000
  Residential  5 burner range est. 50,000
  Residential water heater est. 38,000
  3 fixture Total BTU 313,000
  
  BTU to Cubic Foot Conversion
  Chart BTU Total 313,000
  Cubic Foot = BTU/1037 1037
  Total Cubic Foot Demand 301.83
  Gas Meter at STD. Pressure 250
  Total deffiency in Cubic Foot -51.83
  
  
  Given these calculations, your homes standard gas meter (which handles 250 cubic feet per hour) would not have been able to meet the peak demand, underscoring the necessity of the upgraded pressure. The work performed aligns with both state and municipal regulations, and this has been verified through the permit process.
  At this time, I must decline your request for financial compensation, as the work was requested by you, approved, completed, and verified in full compliance with regulatory standards.
  
  To further investigate the issues youve raised, I kindly ask that you provide the following information about the gas company technician who questioned our work:
  The name of the gas company
  The technician's first and last name
  Any reference or visit numbers
  Any documentation provided to you during your interactions
  
  This will allow me to follow up with the gas company directly to ensure all concerns are addressed.
  
  Please know that the safety of your home, surrounding properties,and the public is our top priority when performing any gas-related work. I hope this explanation provides clarity, and I welcome any additional questions you may have as we work toward a resolution of your BBB complaint.
  
  Thank you for your time and cooperation.
  

• Initial Complaint

  Date:10/07/2024

  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.

  I became an Abacus VIP member and used them for a/c drain clearing. The charges were very high, but I continued with the VIP plan. This plan includes inspection, cleaning and maintenance of my two central a/c units. Their technician came, was polite and courteous. He tried to sell me an air purifying system, which I rejected. Less than 24 hours later, my a/c unit, for our upstairs, which had functioned flawlessly through the Texas heat, quit. I called the company who had installed the units, they found the upstairs unit had lost 100% of the refrigerant. I paid for a $150.00 pressure test and discovered that the Abacus technician had broken the Schraeder valve when he removed his gauges. To refill with refrigerant cost me $1,271.00, and $77 to replace the Schraeder valve. I would not recommend anyone using Abacus.

  

  Business Response

  Date: 10/16/2024

  Dear Jeffery *****,
  
  Thank you for bringing your experience to our attention. We truly value our VIP members and strive to provide exceptional service at every interaction, so we regret that this was not your experience.

  We understand the frustration and inconvenience this situation has caused, especially after the technician's visit. Upon reviewing the details and your invoice, we acknowledge your concerns regarding the Schraeder valve and the associated repair costs.

  As part of our commitment to customer satisfaction, we have agreed to reimburse you $1,254.85, which reflects the amount you paid for the refrigerant refill and the valve replacement. We hope this resolves the matter and helps restore your confidence in our services.

  Please feel free to reach out to us directly if you have any further questions or need assistance with this reimbursement. We appreciate your feedback and the opportunity to make this right.
  

• Initial Complaint

  Date:09/29/2024

  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.

  Abacus was called out to service our HVAC unit that had stopped working on June 25th. Their findings were: 1.) the capacitor needed replaced, and 2.) freon levels were checked and found to be sufficient. The technician told us there was no guarantee that our unit would not fail again and continued to urge us to replace the entire system costing of thousands of dollars. In total, we paid $500 for this service.3 days later, on June 28th, the unit failed again. We called a different ************ and these were their findings: 1.) ********* within the unit failed because the recently replaced capacitor was the wrong part for our unit. Abacus replaced a capacitor that was rated so low for our unit that it caused the motor to work too hard to operate and therefore the unit failed. This technician was able to show us exactly the specifications for our unit needed vs. the one that Abacus had placed in with a simple ****** search. 2.) A check of our freon levels found that we were 4 pounds too low despite just being told 3 days ago our levels were sufficient. For all of July we called them once a week to try to amicably sort out this issue, we asked for a refund and offered that they could have their capacitor back since we now had the correct part for our unit. Abacus continued to push us off for weeks saying our our request was being escalated. By August 1st we got ahold of a manager who told us that this is the first they were hearing of our issue, and that the best they could do was to give us a refund on half of the service (~$250). We disputed the charge with our bank but the bank told us that the merchant (Abacus) has refused all communication measures to investigate this issue and will not refund the money. Abacus is either, deeply negligent and is unable to provide accurate and honest services for HVAC units, or is actively committing fraud against their customers in hopes to sell them a full replacement package.

  

  Business Response

  Date: 10/01/2024

  Dear Aivary *******,
  
  Thank you for bringing your concerns to our attention. We understand your frustration and empathize that the experience did not meet your expectations. 
  
  When our technician visited your home on June 25th, they replaced the capacitor and checked the freon levels, both of which were within acceptable limits at the time. However, as ************ are complex, we made it clear that there was no guarantee the unit would not fail again, which is why our technician recommended a full replacement as a preventative measure to avoid future issues.
  
  We understand that after the system failed again, you consulted a different ************* which provided you with differing information regarding the part and freon levels. We take such feedback seriously and deeply regret that our service may not have fully resolved the issue as intended.
  
  In response to your request for a refund, we initially agreed to refund half of the service fee in good faith. However, when the charge dispute was filed with your bank, the refund process was suspended as the matter was now under the banks review. Since then, we have been in direct communication with you and are pleased to confirm that the full refund has been processed.
  
  We value your business and are committed to excellent customer service. If you have any further concerns, please feel free to contact us directly, and we would be happy to assist.

• Initial Complaint

  Date:08/07/2024

  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.

  I had an A/C unit installed at the end of 2023. I have had 5 different techs come to my house to make the unit work correctly. I have been told its fixed many times, and when they couldnt fix it i was told someone would be calling me to finish the job. This is unacceptable. I am still waiting on a callback. We are spending a lot of money on a unit that does not work. That last tech told me the txv valve was installed wrong and needed to be replaced. He said someone would call to schedule. NO CALL!!! Why am i paying you for a unit you cant fix??

  

  Business Response

  Date: 08/26/2024

  Dear Mr. ******************* style="font-size: 0.875rem;">Thank you for bringing this to our attention.  We understand the ongoing frustration and inconvenience youve experienced as well as how important it is to have a properly functioning A/C unit, especially after investing in a new system.
  

  We are committed to resolving this issue and want to assure you that we take your concerns very seriously. We have scheduled a warranty technician to return to your home at your earliest convenience which is next Thursday afternoon. This timing, the afternoon, is intended to ensure the issue can be observed and diagnosed in real time, allowing us to provide a more accurate and lasting solution.

  Thank you for your patience, and we look forward to resolving this matter once and for all. If you have any further questions or need assistance before the appointment, please dont hesitate to reach out.

• Initial Complaint

  Date:08/07/2024

  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.

  We got a new a/c installed in early April and to this day still have many issues with the unit. We&#**;ve had several techs visit, all with either no solution or a different reason the problems exist. The last time I reached out I spoke with an overall/general manager that was going to communicate with the department manager as well as all the techs that have come to check the unit then get back to me with the next step. That was on July 1st 2024. Still no word back. In fact, with the different issues, I&#**;ve regularly been neglected with a call back and have had to eventually make contact myself to be updated. I&#**;ve been given the run-around, told they don&#**;t see an issue at times, told the problem is xyz & fixed only to wake up to that same issue still happening, told that they&#**;ll get with the previous tech to see whats next, told I&#**;ll have to wait for an answer till a manager returns on Monday, asked for them to explain what i was charged for, and as I mentioned... not called back for weeks at a time. The issues I&#**;m experiencing with the new ac unit are: The unit isn&#**;t cooling properly on very hot days (typically temp at & over 95&#***; outside) The registers are producing condensation to the point it looks like it&#**;s raining (4 to 6 different registers) The units condensation line was supposed to be run outside only, not into the plumbing as requested when we had our consultation. No one has yet verified it was done as requested & the outside drain line never appears to be dripping at all. In the midst of all of this other problems have come out.... They also did full home H313736**31**33333032H work the same day & broke our oven door while moving it. They immediately started working on fixing it, then replacing the door to eventually replacing the entire oven/stove. However during that time it took near 2 months as no one would call me back, and I was repeatedly given the same status info over & over again such as "they couldn&#**;t find the door so now we&#**;ve got to look for a new unit". I heard that about 4 times. Right before the last phone call I made they came out to see what was going on with the registers and decided to reseal them which was something they did about a month before and now I was charged an extra $500 for that same service. One of the questions I asked a month ago was why I was charged for the same work that failed to begin with especially considering this wasn&#**;t a new issue and of course I was not given any response or called back. It&#**;s been a very long process that has gotten me nowhere but in debt for near $30,000 and I would like for my AC unit to work properly and I would like for my vents to stop condensating and I would like to know why I paid an extra $500 I would also like to know if my condensation drain line is run properly. It seems that my home has a lot of humidity however a new intake duct was installed as well as a $3,000 unit in my attic that is supposed to draw out extra heat and humidity so that the amount of humidity staying in my attic and home would be dramatically decrease and yet I&#**;m still having severe humidity issues

  

  Business Response

  Date: 08/27/2024

  Dear ******* *****,

  Thank you for bringing this to our attention.  We understand the inconvenience and frustration you have experienced with your new A/C unit and acknowledge your concerns. We understand how difficult this situation has been and appreciate your patience as we work toward a solution.

  We are committed to making things right. We have scheduled and correctly installed the main A/C drain line according to your initial request during the system installation. Additionally,a warranty technician is scheduled to return to your home on Friday morning at your earliest convenience. A manager will be available for the tech to reach out to during the visit to ensure that we find a lasting and accurate solution for the issues youre experiencing.

  We genuinely appreciate you bringing these matters to our attention, and we are dedicated to resolving them. Your satisfaction is important to us, and we look forward to addressing your concerns during the upcoming visit.