ComplaintsforPerformance Heat and Air
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Complaint Details
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Initial Complaint
05/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Today at about 2 p.m. Performance Heat and Air came out for a second time to fix and AC condenser that they had worked on before as it was still under warranty. The last time they were here, they acknowledged the unit shouldn't have broken within its first year, they failed to replace the unit and did a shoddy patch work despite us raising concerns. Today when they were reminded that they failed to follow through and do a good job before they instead started saying they were going to replace it for $10,500. They were reminded it is still under warranty (something they should have known). I also told them how my family was suffering under the extreme Texas heat with a nonworking AC. They instead said they were not willing to fix it and demanded at least $2300 to put in some refrigerant and repair a leak they helped create by refusing to report accurately to ***** and change the unit before.Business response
05/03/2024
In Regards to Mr.Gwaya
Mr. ***** called in for service stating that his unit was not working and that this is all warranty and will not be paying any service fee to come out. We tried explaining this to him as he closed on his house on 9-27-2022 and was out of the 1 year labor that we provided. Upon arrival our technician found a leak on the weld on the compressor that is a factory weld. We tried to offer Tranes consumer relations number to him but he would not accept anything but for us to replace the system which is not Trane warranty protocol. We did not charge him any service call fee for the trip. Mr. ***** did have a ******* in 2023 which we did replace the *** on 4-14-23 under full warranty and no charge to him since this we have not heard anything back since then. Mr. ***** has since been combative ever since we explained this to him about the warranties that ***** offers. At Performance Heat and Air we strive to help every customer that we possibly can by giving them any tools to help if there is a problem and we have had great working relationship to the thousands of customers we have.
Customer response
05/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
The business has agreed to make it right, they have adequately responded.
Regards,
******************Initial Complaint
12/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
12/4/2023 Quoted amount by owner was for all new Freon with no reclaim (10-12lbs). Also quoted for labor of 2 employees to install warranted part.- this estimate was $2000.When the job was done it was completed by only one employee/technician and only had a maximum of 6lbs of Freon on the truck. Despite the fact the labor and Freon provided by the company was actually half of what was quoted- manager inflated both the price of the labor and Freon to charge $2100... a hundred dollars more than the estimate.The bill should have been closer to $1500.Other customers should be made aware this business does not operate in a professional manner and will overcharge customer to meet their needs .Business response
02/01/2024
Please see attached.Initial Complaint
02/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have an ************** Agreement with Performance Heat and Air. They came to my home to do a scheduled maintenance on my HVAC units. When the technician pulled down the attic stairs and stepped up on them he was a large man and broke my attic stairs whereby they are not usable. I have tried many times to resolve this with the company. They said I had to either purchase the stairs and they would install or they would purchase and I had to install. My stairs were in perfectly good working order before they damaged them beyond repair. I do not think I should have to pay any part of this issue.They also clearly have the BBB sign on their company information.Business response
04/26/2022
The ladder in question actually had litigation about a defective hinge, which is what broke on my serviceman, we mail her a $750 check so she could pay to have it replaced, she was suppose to have removed the complaint after receiving the check
Sent from my iPhone
Customer response
04/26/2022
Complaint: 16796860
I am rejecting this response because: The ladder did not have a defective hinge. A similar ladder had previous problems, however the company said they had been resolved. The service tech that went on the ladder was a very heavy man and was over the weight limit that was clearly written on the ladder instructions. Yes they sent me a check for the $750.00 after I had to get my attorney involved. So the issue is now resolved and my complaint can be canceled.
Regards,
*********************
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.