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:10/23/2023

  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.

  ON ***** WE HIRED AND AC COMPANY TO CHECK OUR AC AND FLUSH OUR WATER HEATER IN THE AMOUNT OF 138. **** CONTACTED ME FOR WINTER SERVICE AND i AGREED TO THAT AMOUNT AND TOLD THEM TO CALL ME WHEN THEY ARE DONE SO I COULD PAY THEM AND IF THERE WERE ANY ISSUES. MY HUSBAND LET THEM IN AND WAS WORKING IN THE BASEMENT THE VENDOR ASKED FOR A CREDIT CARD AND CHARGED US 809 WITH OUT ANY PRE APPROVAL FOR ANY ADDITIONAL WORK AND DID NOT FLUSH OUT THAT WATER HEATER AT ALL. WE CONTACTED THEM IMMEDIATELY ASKING FOR THE MANAGER AND MY HUSBAND CALLED ALSO. WE WERE TOLD THEY WOULD CALL US BACK. WE TEXTED THEM IMMEDIATELY THEIR CHARGE WAS BAIT AND SWITCH AND NOT APPROVED AND NOT TO CHARGE OUR CARD OTHER THAN THE AGREED AMOUNT AND THEY PROCESSED IT TODAY

  Business Response

  Date: 11/13/2023

  Good  afternoon,
  We do call and text our customers before going to the customers home. As technician arrive they perform the preventive maintenance that is for *****, technician will point out to the homeowner repairs that are recommended if the customer agrees they will proceed to do the work, in this case is what was done the homeowner on site told the technician to do so and was given a card and we also have a signed invoice. This call was  sent up from the office offering either services water heater flush or hvac, the wife in this case did tell the dispatcher to call her for payment, husband was at the residents, technician called in with payment to the office. therefore dispatch didn't call the wife, two days later wife calls the office upset at the fact that the card was ran did explain that technician was given an ok from husband, 
  
  
  
  As far as water heater flush that was not performed at the time as he was the HVACs technician that was there not a plumber.

• Initial Complaint

  Date:07/26/2023

  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.

  The name of the business is alpha home services and On may the 25 th I purchased an ac HVAC unit from this company. They exchanged a defective system with in 2 weeks. Replaced it with a new one and still doesn't work properly. It short circles . They had agreed to refund me and take the unit but now they said no. I need help. I don't even want to know how much my utility expenses will be due to this condition

  Business Response

  Date: 08/01/2023

  THE CUSTOMER DID PURCHASE AN HVAC **** FROM ** ON MAY 25, 2023. THE FIRST ****, WE
  SWITCHED WITH A DIFFERENT MANUFACTURER FOR CUSTOMER SATISFACTION. THE CUSTOMER
  STATED THAT THE **** IS COOLING, BUT KEEPS CYCLING ON AND OFF. CYCLING ON AND OFF IS
  TYPICALLY WHAT AN AIR CONDITIONING **** WILL DO WHEN YOU HAVE IT SET IN THE AUTO
  POSITION. THE **** WILL TURN OFF AS IT REACHES THE DESIRED TEMPERATURE AT THE THERMOSTAT
  AND TURN BACK ON ONCE THE TEMPERATURE EXCEEDS THE DESIRED TEMPERATURE. THE FIRST ****,
  THAT THE CUSTOMER IS DEEMING AS DEFECTIVE, IS NOT DEFECTIVE. WE HAVE INSTALLED THIS **** AT
  ANOTHER LOCATION. TO DATE, THE **** HAS WORKED UP TO PAR ACCORDING TO THE
  MANUFACTURERS SPECIFICATIONS AND THE CUSTOMERS SATISFACTION WHO NOW HAS THE ****.
  THE CUSTOMER THEN COMPLAINS ABOUT THE SAME ISSUE WITH THE NEW ****. IT COOLS, BUT IT
  KEEPS CYCLING ON AND OFF. THIS IS THE HISTORY OF WHAT TRANSPIRED AFTER THE SECOND ****
  THAT WAS INSTALLED:
  JULY 6, ********************* TO THE OFFICE. HE WANTED TO SPEAK WITH OUR LEAD
  TECHNICIAN CONCERNING HIS **** STILL NOT WORKING. THE CUSTOMER STATED THAT WE HAVE
  ALREADY REPLACED THE **** WITH ANOTHER BRAND. HE IS STILL HAVING THE SAME ISSUES OF THE
  SYSTEM CYCLING 24 TIMES PER HOUR AND AT NIGHT IT&#**;LL STAY AT WHAT HE HAS IT SET AS. THE
  CUSTOMER HIRED ANOTHER COMPANY TO COME OUT FOR A 2ND OPINION AND THEY RECOMMENDED
  TO HIM TO REPLACE THE THERMOSTAT. NOTHING WAS SAID FROM THE OTHER COMPANY THAT THE
  **** WAS DEFECTIVE. THE CUSTOMER REPLACED THE THERMOSTAT ON HIS OWN, BUT DID MENTION
  THAT WE ALSO REPLACED THE THERMOSTAT TWICE ALREADY. THE CUSTOMER IS AT HIS ***** END
  AND IF THE ONLY SOLUTION FOR THIS IS FOR US TO GIVE HIM A REFUND AND TAKE OUR EQUIPMENT;
  HE DOESN&#**;T HAVE A PROBLEM WITH THAT. HE JUST WANTS SOME KIND OF RESOLUTION---I WILL
  DISCUSS THIS WITH ************* AND EITHER I OR ************* WILL CALL THE CUSTOMER. I CALLED THE
  CUSTOMER BACK AND SET UP A TIME FOR OUR LEAD TECHNICIAN AND HIS PARTNER, TO GO OUT AND
  ASSESS THE ISSUE.
  JULY 12, 2023 WHEN OUR LEAD TECHNICIAN AND HIS PARTNER ARRIVED AT THE PROPERTY, THEY
  FOUND THE **** CYCLING ON AND OFF PROPERLY AT 76. WE USED THE HEAT GUN TO TEST THE
  TEMPERATURE OF THE ***** AND FOUND THAT THE ***** ARE PRODUCING ALOT OF HEAT AND WE
  SUSPECT THE HOME IS NOT WELL INSULATED. ALTHOUGH THE CUSTOMER DISAGREES AND STATES
  THAT IT IS WELL INSULATED. THE CUSTOMER CALLED ANOTHER A/C COMPANY AND THAT IS WHEN HE
  RECEIVED RECOMMENDATIONS TO REPAIR THE COPPER LINE OR REPLACE THE ENTIRE LINE SET. (IN
  DOING SO, THIS WILL NOT MAKE THE **** STOP CYCLING ON AND OFF). THE CUSTOMER EXPLAINED TO
  OUR LEAD TECHNICIAN AND HIS PARTNER HOW HE REPLACED THE **STAT HIMSELF. THE **** WAS
  WORKING PROPERLY THE ENTIRE TIME WE WERE AT THE HOME---WE SENT OUR INSTALL TECHNICIAN
  TO COVER THE TRANSFER DUCT FROM THE SPARE ROOM TO THE RETURN AREA---THE CUSTOMER
  
  REQUIRES HAVING OUR LEAD TECHNICIAN AND HIS PARTNER THERE WITH OTHER TECHNICIANS AT ALL
  TIMES.
  JULY 19, 2023 UPON ARRIVAL, **** WAS AT 74, CYCLING ON AND OFF AS IT SHOULD. THE CUSTOMER
  STATES HE DOES NOT TRUST THE ****. THE CUSTOMER THEN TURNED US AWAY. WE WENT TO THE
  HOME TO DO REPAIRS THAT THE OTHER A/C COMPANY RECOMMENDED, DESPITE THE **** WORKING
  TO MANUFACTURER SPECIFICATIONS. (REPLACE **STAT, WHICH THE CUSTOMER DID HIMSELF AND TO
  REPAIR A COPPER LINE, REPLACE BREAKER TO A 30 AMP AND INSTALL A CARBON MONOXIDE VENT
  CAP). THE CUSTOMER STATES THAT HE DOES NOT WANT OUR ********************. HE HAS GONE WITH ANOTHER
  COMPANY.
  JULY 26, 2023 THE CUSTOMER CALLED AT 2:30 PM. HE WANTS TO COME TO AN AGREEMENT. THE
  CUSTOMER IS WILLING TO DROP THE DISPUTE WITH THE FINANCE COMPANY  AND LET OUR
  TECHNICIANS TO COME AND DO THE *** THAT WAS GOING TO BE PERFORMED ON JULY 19, 2023.
  ALTHOUGH THE CUSTOMER HAD DECLINED THE ********************** UPON ARRIVAL, HE STATED HE WAS HAVING A
  BAD AND FRUSTRATING DAY. HE JUST WANTS FOR US TO GO OUT THERE TO FIX IT.
  JULY 26, 2023 WE RECEIVED THIS H363137**3238313831H COMPLAINT.
  THE CUSTOMER CALLED OVER THE WEEKEND ASKING IF THE MESSAGE WAS RELAYED TO THE LEAD
  TECHNICIANS AND TO ASK WHEN WE ARE GOING OUT THERE TO MAKE THE REPAIRS.
  WE HAVE DONE WHAT WE CAN FOR THIS CUSTOMER. WE ARE SCHEDULED TO GO BACK NEXT WEEK TO
  COMPLETE THE COSMETIC ADJUSTMENTS THAT AGAIN, WILL NOT KEEP THE **** FROM CYCLING ON
  AND OFF. AT THAT TIME, WE WILL INSPECT THE **** TO MAKE SURE IT IS RUNNING PROPERLY AND
  COOLING THE HOME.

  Customer Answer

  Date: 08/04/2023

  Complaint: 20378197
  
  I am rejecting this response because:
  
  Regards,
  
  *************************** . Alpha home services removed the First unit and they said to me it was defective. First the inside coils was the problem then the outside unit. At this point I wanted for them to just take the unit and they persuade me into bringing a new one to which I agreed. I didn't hire another company nor have them service the unit. I called for a second opinion since these people don't respond in time and schedule a visit 10 days apart. The unit short cycles and they can't say insulation is the problem all the vents that they installed are bend make rattling noises and are not professionally installed. They didn't even change the breaker to what is recommended by the unit. Again I didn't hire another company I just got a second opinion. These people want to disown my my unit and the so call warranty. It has been extremely hot with over 100 for weeks and they don't have any sense of urgency in fixing the unit. The unit is not working properly. They even sold me a return duct that they themselves covered up with fiberglass insulation saying that that might be the problem. They are just fishing for excuses. I even agreed to new duct work and was expecting an energy efficient result. It's over 10k dollar that they have collected. It's not fair. They are not capable and have sent people to my home when they were injured and couldn't perform the heavy lifting. I can't trust these people and they don't promptly respond to the issue. All all want is for them to take the unit and issue a refund. It has been a nightmare and this is not my first unit I have purchased. With about the same size house and insulation. I wish they could just take the unit. So then I can hire a professional and honest new ac company. By the way they had agreed to pick up the unit and issue a refund then they went back on their word and now treat me as if I don't matter. I'm very frustrated and not happy at all. Sincerely ***************************

• Initial Complaint

  Date:06/06/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a property manager and on 5/22/2022 my tenant of ***** Colusa, ********************************** submitted a work order that his a/c was not cooling. I called in the work order to Choice Home Warranty (CHW), they assign Allpha Home Services to the job and scheduled the work for 5/24/2022. ***** the technician called me from the house stating the capacitor was out and was calling it into Choice for approval. On 5/25/2022 Allpha called and said CHW only approved $85.00 and the fee was $285.00 + ***** trip charge. I told the secretary I would get approval from the owner as I was only authorized to spend $200.00 total. She went ahead and approved the job for $200.00 and I gave her our company credit card number. On 5/25/2022 the capacitor was installed. On 5/27/2022 the a/c went out again, I asked the tenant to call Allpha out to check it. ***** went back out on 5/30/2022, he called me from the house to state the compressor was out and the entire unit needed to be replaced at a cost of $4500.00. I asked him to call CHW for approval. He said, "it would not make any difference if they would not cover the first repair why would they cover this repair." He offered to lower the price to $4000.00. I asked him again to call it into CHW for approval. We have been with CHW since 2017 and I felt they would cover it. He said he would get back to me. On 5/31/2022 I called Allpha to check the status and the secretary said they were still waiting for approval. . I text CHW thru their website and they text back they would reach out the tech, but the work showed it was already approved on their system. I called the secretary again late 5/31/2022 and all-day 6/1/2022 and the same answer waiting on CHW for approval. I loan the tenant two window units on 5/31/2022 as it was 103 degrees outside. On 6/1/2022 I called another company and scheduled for 6/2/2022. around 6:00 pm the tech called stating the wrong capacitor was installed and there were ants in the contactor. The unit is cooling great.