Complaints

This profile includes complaints for Service Experts Heating & Air Conditioning's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Service Experts Heating & Air Conditioning has 224 locations, listed below.

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  Service Experts Heating & Air Conditioning

  3400 N Central Expy Ste 410 Richardson, TX 75080-0054

  
• 

  Sunbeam Service Experts

  6020 N Bailey Ave Ste 5 Amherst, NY 14226-5105

  
• 

  Service Experts Home Services by Enercare

  9 Terry Fox Drive Kingston, ON K7M 7K5

• 

  Service Experts Heating & Air Conditioning

  25975 Emery Rd Ste E Cleveland, OH 44128-6212

  
• 

  Rolf Griffin Service Experts

  1702 South Fairfield Avenue Fort Wayne, IN 46802-5108

  

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:03/20/2025

  Type:Order 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.

  My mother before she passed signed a contract for the advantage program with service experts. She paid $159.44 each month. We are basically leasing this equipment. When she died, I took over but now they have a lien against my house and they said that if I didnt sign the contract And continue with the monthly payments, they would still put a lien against my house. After everything is said and done Im paying ****** $.60 for an air conditioner that I am leasing. I feel like I was coerced into signing this agreement and I assumed the ****** was basically to pay off this lease. I was not spoken to regarding this contract or what it was about as I was never there my mother signed the contract. I think they took advantage of an old woman as well as myself.

  

  Business Response

  Date: 04/02/2025

  The customer has been working with ******* and has negotiated a buyout.  

• Initial Complaint

  Date:03/10/2025

  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 purchased a HVAC system from this company in 2021 because mine was giving me trouble. Two weeks after the installation the new system started doing the same thing as the old one. We called the company to come back out and check the system. Well, they have been coming out every 3-6 mths after that because the new system can't keep up or stop working properly. We contacted everyone involved. 2025 Finally they tell us that it's our ducks and we need to get them replaced because they don't match well with the new system. We get the ducks because they said the system won't work unless we get them. Two weeks later the system shuts down again. So, finally they replaced the system with all the old parts put on the new system. So, not even a week later the recent new system stop working properly. All the time I'm communicating with all involved parties. Well, now they are refusing to come and fix my HVAC system. I have recordings that I can email to you of some communication from all parties involved

  

  Business Response

  Date: 03/14/2025

  
  Our team was at the customers house on 3/12, adjusted the thermostat settings and checked the operation.  The system was operating properly when they finished on 3/12. 

• Initial Complaint

  Date:03/08/2025

  Type:Sales and Advertising 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 had an issue with what appeared to be a clogged drain, washer was backing up into toilet, when the toilet flushed water was leaking in our basement. We called Falso and they said someone would be out here the next day. That was fine with us because while we had a problem, it seemed manageable enough that we could wait. The next day rolls around and they canceled on us saying they had another customer with an 'emergency' of no hot water. Shortly after that phone call our issue seemed to escalate, we now had water flooding our basement. We called them begging to come help us since they were supposed to have been here and our issue now felt more important than the other person not having hot water. They said there was nothing they could do and someone would be there in the morning, in the meantime my 4 children and I couldn't use our bathrooms. My husband bought a snake and tried to fix it himself. Pulled out two baby wipes but it seemed our issue still wasn't fixed. The guy shows up the next morning and tells us we fixed it and we no longer had a problem. He leaves, my husband puts everything back together and sure enough we still have a problem. At this point we don't trust this company, so we call a different company who came over less than 2 hours after we called them, actually looked at everything and found and cleared a HUGE clog. I called Falso and asked for a refund for our service fee and I was met by a customer ********************** representative who offered no sympathy or refund. So here I am, asking to be refunded my $99 for the clog you said was nonexistent and for bailing on us and leaving us in a pickle.

  

  Business Response

  Date: 03/17/2025

  Our General Manager spoke with the customer and reached an agreeable resolution. She was very happy and was grateful for the call and explanation about how the plumber may not have been able to identify the clog while at the residence. She will keep us in mind for future projects. 

• Initial Complaint

  Date:03/03/2025

  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.

  We have been trying to sell our house as we are currently in some financial trouble and are going back to renting. Everything is in line, but we need the closing funds to pay our deposit and first months rent. All of closing is ready, except for us trying to negotiate a payoff with ********************/Advantage. We were scheduled to close on 2/28/25. After days of waiting for a reply from them, we finally heard back on 2/24 that it went to the escalation department. After that and repeated attempts to contact them, we still hadnt heard anything or got a reply by 2/28. All we needed was a payoff number for closing. We did finally get in touch by the end of the day on 2/28, but the woman has been no help, as all she keeps saying is were looking into it. We need the number to close and are going to be homeless soon as the rental company isnt going to wait on us! We got closing pushed back to 3/3, which is today, reached back out to ******** Air/Advantage, and the woman just kept saying this takes time. We are about to be homeless because they cant give us a simple payoff figure. Its been frustrating and an awfully run business all around.

  

  Business Response

  Date: 03/04/2025

  Our escalation agent responded back to our customer at 5pm Central that their requested termination was approved and the termination letter was emailed out at 5:29pm Central.  Our escalation agent noted that our customer was full of excitement and happy to have this resolution. 

  Customer Answer

  Date: 03/04/2025

  I have reviewed the business response and accept this resolution. The business did fix the issue and gave us a resolution. I am still upset with how long the process took, as it was very important to us financially, but it did work out. Thank you.

• Initial Complaint

  Date:02/26/2025

  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.

  My wife and I met with Service Experts 10/19/21 about replacement of our air conditioning unit. We are elderly, and had a son dying of a brain tumor at the time our AC went out, and we explained this to ***** ****** who was the representative. He told us his company could install a new unit and we would make payments of $197.22 for up to 117 months to pay it off. We were told the actual cost of the unit was $13,000 and a 6.75% tax added on that. We were not told of any early payoff penalty fee or fees, so when we called to get our final pay off on Feb 21, 2025, we were shocked to see the want to charge us $13,256.39 which includes $12,144.00 for early termination plus taxes and a lease payment. We did not know this was not a purchase- but a lease. We were explained it was financing for the unit? We have paid $7888.80 over the last 40 months towards the unit and were expecting to have to pay the difference between the $13,877.50 and the $7,888.80 which would have been $5988.70. We feel the bill for $13,256.39 is unfair and unjust and is not what we were told when we purchased the air unit.

  

  Business Response

  Date: 03/12/2025

  Thank you for bringing this matter to our attention. We take such concerns very seriously and have looked into the account. 
  
  Our Advantage Escalation team has negotiated with the customer and come to a mutually agreeable termination.  The details are being finalized this week and the customer should have a termination letter in hand shortly.

• Initial Complaint

  Date:02/25/2025

  Type:Order 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 01/03/2025 ****** ****** of ************, MD installed a Lennox Furnace/AC system in my house. The $8,000 contract included parts, labor, permits and pass inspection. Two inspections were performed on 01/14/2025 by **** and *****************. and both inspectors disapproved the installation. The **** inspector based his disapproval on two observations: (1) ** detectors had to be installed and (2) combustion air had to come from outside only (IFGC ***** Code). With regard to the first observation, I have already installed ** detectors on each floor of my house. With respect to the second observation, ****** ****** sent a technician for an on-site evaluation, but in spite of the elapsed time, I have not been contacted by the company and my several phone calls and a certified letter have been ignored. The subject of combustion air is very technical and has to be discussed directly between WSSC and ****** ******. I have to assume that ****** ******--with so many years of HVAC experience and expertise is familiar with IFGC ***** Code. It is incumbent upon ****** ****** to promptly resolve the obstacle that is facing the required inspections. An argument has to made that the current structure of a townhouse built more than 40 years ago still complies with the combustion air code and it is not necessary to impose structural alterations that will impact negatively on my living quarters. After all, this property has gone through previous **** and Montgomery county inspections without a single disapproval for any reason whatsoever (including air combustion issues). I trust that ****** ****** will honor its contractual obligations and convince **** with technical arguments to approve the inspections without major modifications to the location where the furnace/ac equipment is currently installed.

  

  Business Response

  Date: 03/11/2025

  Our team met with the **** inspector on 3/3/2025.  A solution has been proposed, the customer has agreed to this solution, and we have an appointment on 3/19/2025 to come back out to implement it. 

  We appreciate our customer's understanding and patience while this was worked out. 

  Customer Answer

  Date: 03/12/2025

  I have reviewed the business response and accept this resolution. I have accepted, with a reserve, the solution proposed on the phone by Service Experts because it still imposes on me alterations to my property.  I was hoping that the Service Experts team would convince the inspector that he's going too far in the interpretation of the required code.  I still don't  know if the **** inspector agrees with the proposal by Service Experts and that piece of information is important before implementing any change.

   

• Initial Complaint

  Date:02/25/2025

  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 got a new HVAC unit around May of 2024 from the company. At that time I was told I would receive approximately $2,500.00 in rebates. Months have gone by and I have contacted the company multiple times, the last being December 2024 and February 2025. I have received zero response to my inquiries and no rebates.

  

  Business Response

  Date: 03/05/2025

  Thank you for bringing this matter to our attention. We take such concerns very seriously and have looked into the account.  We do not see calls from the number on file for this customers account into the center in the last 3 months.  Additionally, the sales consultant does not have record of receiving calls.
  
  Our General Manager is confident we can resolve our customers issues, but he is unable to connect with the customer.  Hes tried calling the number in this complaint, which is the same number we have on file for the customer,but receives a message that the phone is disconnected.  The General Manager sent an email to the customer.  If the customer will respond to that email or here with a better contact number, we will work to resolve the issues.

• Initial Complaint

  Date:02/24/2025

  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.

  My deceased father in law was taken advantage of by Service Experts Advantage in February of 2023 two months before he turned 90 years old . He had Macular Degeneration which would have made it impossible for him to read a 15 page contract that was presented electronically. I find the transaction predatory when you sell a system on a 10 year contract to a 90 year old man. On top of the age issue, the cost of $21,000 and total payments of over $34,000 is nearly double what other local **** companies have quoted for replacement. Now as executor of the estate I have found out about the contract. I have made multiple attempts to contact someone with authority to discuss the contract. The customer ********************** person in a department called "Escalations" (never dealt with a company that had to have an escalations ***** will only pass on my information. The contract is very heavy handed and is not fair to the buyer. The Company would not give me a payoff quote until I gave them a number. I gave a number of $8,500 in addition to the $5800 that had already been paid. They came back with $16,333. Part of the contract says if the buyer doesn't agree with the payoff, then the contract is terminated and the Company may come on the property and take the unit. I am ok with this. But now the customer ********************** person will not cooperate to remove the old unit and won't terminate the contract. I offered to pay for the removal of the unit and still no response or satisfaction. A fair contract must allow each party a way out of the contract, but not with this company.Based on several of the other complaints and comments this company should not be allowed to do business. There is a definite pattern of abuse of elders. I advise anyone who reads this to run the other way when Service Experts Advantage or Orangutan Home Services (their wholly owned subsidiary) knocks at your door. I would welcome a reasonable payoff quote.

  

  Business Response

  Date: 03/06/2025

  Thank you for bringing this matter to our attention. We take such concerns very seriously and have looked into the account.  We offer our condolences to Mr. ******** on the death of his father in law.
  
  Mr. ******** discussed the facts of the agreement with our Advantage Team, and our team member investigated the account and found no wrongdoing by our team.
  
  Our team members have thoroughly explained that 12(ii)a applies to Mr. ********* situation, not 12(ii)b.However, Mr. ******** was yet dissatisfied with the options presented to him.  Mr. ******** is adamant about paying no more than 35% of the amount due for termination.  He is asking that we absorb the difference, this request was rejected. 
  

• Initial Complaint

  Date:02/21/2025

  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 contacted **** ****** Service Experts on February 19th and made an appointment for a consultant to come out and take a look at our central furnace because it wasnt turning on. This happened during the coldest week weve had in ***** (4 degrees). ******* ******* showed up at about 6 pm and checked the furnace. He advised us that the control board was burnt and wasnt working. He didnt have the part and told us he would be back the following day, at 3 pm, with the part to fix it. The next day, at 3 pm, we are waiting for Mr. ******* to show up with the part. Instead, at 3:30 pm we get a phone call from the office and the lady manager told us that the part had arrived but they had to put it in their inventory before they could sell it to us and install it. She told us it wouldnt be until the following day between 4:00 and 8:00 pm. As I write this complaint, it is 8:30 pm and Mr. ****** did not show up, or any other consultant. We did not receive an email or phone call confirmation and trusted in their word that they would be here to fix the furnace. We paid a $100.00 fee for them to come out and check the furnace. We have been freezing, using small heaters, expecting them to show up with the part to fix our furnace. We could have called another company and had it fixed 2 days ago. This is extremely unprofessional and irresponsible!

  

  Business Response

  Date: 02/27/2025

  We apologize for the confusion with the communication.  We got back to the customer the same day, and the customer left a nice 5 star review.  We look forward to our continued relationship! 

• Initial Complaint

  Date:02/19/2025

  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.

  I have recently inherited my mother s house as she has passed away in November 2024. Going through her mail after the funeral, I came across a bill for the maintenance of her AC and water heater units. I called the number on the back of the bill to let the company (Service Experts Advantage Program) know that she has passed. The company then informed me that they could not terminate the contract until they were furnished with her death certificate. I had not received the death certificate from the state and as soon as I was able to obtain a copy, I emailed the picture of the certificate. The secretary, then informed me that she would pass on the information to her supervisor, and I would receive a call and any payments that were owed. The next day, her supervisor called and left a message. I called her back, and she proceeds to tell me that I am responsible for the remainder of the lease that my mother had with the company. My mother was led to believe that this contract was for servicing the equipment and at the time of her death the contract would end. The company said that the contract states the heirs are responsible for all payments. This was apparently a 10-year lease started in June 2020. The payoff of the lease is over $15,000. She has already paid around $12,000. The actual contract does not have her physical signature as it was E signed by the company. My 79-year-old mother was not computer savvy and would not have the knowledge of an e-signature. Any help would be greatly appreciated. This company has been extremely unkind in our dealings with them going as far as threating a lien on the property. This company, Service Experts Advantage Program, has over 500+ complaints with the Better Business Bureau.

  

  Business Response

  Date: 03/05/2025

  Thank you for bringing this matter to our attention. We take such concerns very seriously and have looked into the account.  First, our condolences on the loss of your family member.  Second, our Advantage Team has been in contact with the complainant and reached an equitable termination amount for all parties.  The final approval is occurring this week, and we anticipate that they will receive the final termination letter shortly.