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ComplaintsforAbacus Plumbing, Air Conditioning & Electrical
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Complaint Details
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Initial Complaint
08/30/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I am a 83 year old, disabled veteran. In the beginning I purchased an a/c. I was quite impressed with the a/c. I also signed up for ** ********* maintenance. I even recommended the company to my neighbor. 10/4/2021, I was scheduled for an appointment. I received an email, indicating I would receive a call 30-45 minutes prior to technician showing up. I rescheduled my medical appointment and stayed home all day waiting on the call, which I never received, nor did anyone show up. I requested that my 12/28/2021 appointment canceled and the return of my $90.00 fee that are taken out of my account. I haven't received any services since the above date.Business response
08/31/2022
We received a BBB complaint this morning at 5:07am. My plan is to get the complaint resolved by the end of today. The complaint is related to job number: * *** ******** ************ **** ** ******* * After speaking with the customer on Wednesday 8/31/2022 to address all his concerns Mr. ********** asked that we just refund his *** ********** because we failed to call or show up last year 12/28/2021. Once I reviewed the call log, I saw we called the customer 3 times with no answer. To satisfy the customer, I honored his request to refund his *** ********** along with 2 $60.00 coupons which I mailed to the customer. I advised the refund may take 3-5 business days to receive once submitted to accounting. The customer had no further concerns, nor complaints.Business response
09/09/2022
After speaking with the customer on Wednesday 8/31/2022 to address all concerns Mr. ********** had. He asked that we just refund his *** ********** because we failed to call or show up last year on 12/28/2021. Once I reviewed the call log, I saw we called the customer 3 times with no answer. I also verified the phone number on file which was correct. To satisfy the customer, I honored his request to refund his *** ********** in the amount of $99.00 along with 2 $60.00 coupons which I mailed to the customer. I advised the refund may take 3-5 business days to receive once submitted to accounting. The customer had no further concerns, nor complaints.Initial Complaint
07/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On July 26, 2022, I called Abacus because my a/c went out. A technician, Miguel *******, met me at my house on the 27th and told me the a/c unit was old and needed the R22 freon that has been banned. So he advised that I get a new unit and that the inside stuff also needed to be changed out so it would be compatible with the new unit outside. He told me the cost, $10,000, but he said the service came with a 15 yr parts and labor warranty. He also explained that they can service my a/c annually for $99/yr. I told him that I know I can get cheaper annual service because most a/c companies offer discounted check ups during the spring to ensure the a/c is ready for summer. Miguel told me it was ok for me to use another company, but I had to keep records of when the a/c was serviced, I’m assuming to prove I was not neglecting it. I have a witness to the whole conversation. The work was done and on the 29th I finally received my invoice along with the warranty description. As it turns out, Miguel completely lied to me. I don’t know if he gets commission but he completely lied about the warranty. To receive the warranty I have to purchase a membership from Abacus that cost $99/yr. Without the membership, there is no 15 yr warranty. The 15 yr warranty is the only reason I agreed to pay $10,000 and use Abacus. Otherwise I would have gotten other quotes. The 15 yr warranty was the selling point. After getting the invoice which explained the warranty, I call Abacus and told them that Miguel said the warranty came with the major purchase, and that he said nothing about a membership. The person I talk to said he couldn't help me. They should not be able to get away with telling people the work comes with a 15 yr warranty if it does not. What they should tell people is that a 15 yr warranty can be purchased for $99/yr or a one-time payment of $1,500. Who is going to pay an extra $1500 after having to pay $10,000. Ridiculous!!Business response
08/01/2022
Contacted the customer regarding this matter. We did let the customer now that we would not like for another company to go out and service the unit we have. We have decided to extend the membership for the entire time of the warranty. The customer is satisfied.Customer response
08/04/2022
[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.
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Contact Information
4001 Kendrick Plaza Dr
Houston, TX 77032-2428
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Get a QuoteCustomer Complaints Summary
36 total complaints in the last 3 years.
18 complaints closed in the last 12 months.