ComplaintsforSA Specialties

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a new unit installed a couple of months ago. Within a week the unit was leaking into the ceiling of one of my upstairs rooms. I called and they reluctantly sent out a tech on a Saturday. Tech came out and said someone would call and arrange to come and fix the problem, and the installation was also done wrong. No call. SA Specialties called me and said the city needs to come and inspect the installation. This was several weeks after they sent out a tech and a coincidence. The city came, and several things failed the inspection. They would pass on the information to SA Specialties, so they can come and fix it. No call. I called them because my unit is still leaking. Still no resolution.

  Business response

  11/13/2023

  We first received ******************** complaint through a ****** review which began the initial internal inquiry of what happened and why we missed the follow up as promised by **************. We then received the BBB complaint a few days later. After our internal investigation ******************** was correct about being promised a follow up and it had our organization look at its internal operating procedures to see how this could have happened. We discovered the breakdown and have since corrected the procedure.
  

  Regarding Mr. ********* unit and leak, all mechanical issues have been resolved and fixed. We are currently waiting for a time which best fits Mr. ********* schedule to finish the sheet rock repair.Unfortunately, we havent been able to connect with ******************** as we have left messages on 11/7/2023, 11/10/2023 and this morning 11/13/2023. We are more than happy to complete the remaining sheet rock *********** Mr. ********* schedule will allow. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  6/2/23 requested SA Specialties because one side of the house was not cooling properly. Was advised to change out entire duct runs and add a new return in the master bedroom, plus other things i was sold on. I paid a total of $6498. On 6/12/23, I called to fix the return that was placed in the master bedroom because it was making a loud clanking noise when the system shut off. On 6/20/23, ****, another salesman, advised that I should purchase double sided tape to fix the issue myself or install a 4 inch filter media" which would be an additional $600. I told **** that THEY needed to fix it. **** called his supervisor and was instructed that they are not responsible. I called ****, the first salesman, stated he would take care of the issue. no return call or fix. 7/6/23 ***, supervisor, came to install a weatherstrip to the return vent, stated there were no breaks in the electrical lines for the doorbell, and also stated he was unable to find leaks in the duct work. I had to point out exactly where I felt the cold air leaking and asked him to check all the connecting joints. *** and ****** stated no other leaks were found. After returning from vacation, i went up to attic to check the duct joints. Not to my surprise, the other duct systems on the same box are not even sealed nor were attempted to be sealed. I checked the other duct work and of course, cold air was blowing in my face with noticeable unsecured joints. I also noticed a break in the most obvious spot of the doorbell wire. I immediately called SA Specialties to talk the owner ************************* and was told he was unavailable but they would leave a message for him to return my call. It has been over a week and I have yet to hear from anyone from SA Specialties. Previous complaint to SA Specialties stated they put a policy in place to fix the error of calling customers back but seems the issue is still not fixed. My home address for the account is **************************** SATx *****. Refund portion if not fixing

  Business response

  08/02/2023

  After receiving the complaint and inquiring further into the details we immediately sent a crew over to investigate ************************ concerns regarding the unfinished work. ********************** was correct, and my team was instructed to assess any possible unfinished work and complete the job as promised. The crew completed all unfinished work and ensured it was done to ************************ satisfaction. We appreciate ********************** pointing out what was not complete, which allows us to work on better internal training and revisit our operating procedures.    

  Customer response

  08/02/2023

  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.
  
  Regards,
  
  *********************************

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last June my thermostat produced an alarm indicating a bad thermistor sensor. Easy fix.Called Sa Specialties, told them about the code and they quickly scheduled a tech to come out to replace the faulty thermistor. Good service so far, right? Service tech arrived without the replacement part or any knowledge of the thermistor fault code. We both scratched our heads as to why he wasn't informed of the problem and given the replacement part. About a week or so later another tech came by a replaced the thermistor. After replacing the thermistor he went outside to check my unit. Standing right next him, I saw him purposely release freon from the unit. Yes, that's right. I was dumbfounded. I thought maybe the unit was over pressured with too much freon or something to that affect so he needed to bleed it. He ended up telling me I was 2 lbs low on freon at $100 lb due to covid. When asked, he wouldn't tell me how many lbs the entire system holds. Told him the only way any sealed ac system could be low on freon is that there has to be a leak somewhere. Basic A/C 101.He didn't respond and just looked at me as if I was crazy or something. Needing to get back to work and against my better judgment I told him to go ahead and add the 2lbs freon. A little later, when he was done adding the freon he told me he had to add 3lbs vs the 2 lbs we agreed to.He said he would give me a break and only charge me for 2.5lbs. At this point, I just wanted him to leave so I can return to work and digest what just happened, so against my better judgment I went ahead and paid him. I eventually called the field mgr, *** he agreed something is wrong. Leak? The ac manufacturer reports my unit holds total **** lbs freon including the line set, so according to the service tech I was 34% low on freon while my house was cooling perfectly fine with no high electric bills, no ice build up on fridg. lines and no leak found by a 3rd service tech. Please refund the cost of the freon I never needed.

  Customer response

  07/29/2022

  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  02/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I just had a brand new AC unit installed on Wednesday 02/09/2022. When I went out to review the brand new unit before the installers left my residence, I noticed that the outside condenser fins had damage in four different places on the unit. (Condenser fins are thin metal slats that run along the outline of your exterior AC unit). I brought the damage to the attention of the installers and I had them take pictures of the damaged fins and send the pictures to the respective company. They also called their boss to follow up with the company concerning this issue and the installers told me that their boss J** would call me back. I then had the installers notate on the ticket that I am concerned about the damages fins and I would like to discuss getting it replaced with a new AC unit. I waited 5 hours for the company representative to call me and discuss this issue but I did not get a response. I would have thought this type of issue would receive a type priority from the company but I was wrong. I have called the company three times since Wednesday morning and I have yet to hear from any SA Specialist representative to date. Right now I feel like I bought a "USED" AC unit as opposed to a "BRAND NEW UNIT" and I am not getting any response from the company. Thank You.

  Business response

  02/14/2022

  ******************,

  Thank you for bringing *************** concern to our attention. Although we understand **************** concern about the condition of the outside condenser which was being address, there is no validity to his complaint regarding receiving a USED unit or his concern of being a priority.
  
  There are times in which outside condenser units are damaged in transit from the manufacture. We do not open and reseal the condenser boxes once we take possession from the manufacture and simply open them on the jobsite which they are being installed. Our belief is the less the units are handled, it lessens the possibility of potential damage as the fins are very fragile. In **************** case, we acknowledged the fins are damaged as noted by our installers on the paperwork and because **************** existing unit had been removed, we moved forward with the install simply not to leave **************** without a working heating/air conditioner unit. The bent fins did not impact the systems ability to work properly, and we felt confident the unit would provide **************** the **** he would need as we worked with the distributor and manufacture to get a replacement condenser.    
  
  Our standard operating procedure (SOP) is once we have a damaged unit is to file a notice with the distributor with an explanation of what is wrong along with the pictures provided by our installers who are on sight. Once filed it can take up to three business days for a response of approval and where the replacement unit will be available for pickup. We received the documentation and pictures from our installers late on 2/9/2022, given to the warranty/returns manager and the notice was filed on the morning of 2/10/2022. Communication is documented within our system for both customers and vendors. It is noted in the system **************** reached out at 10:32am on 2/10/2022 wishing to speak with the general manager (GM) of our **** division who was unavailable at the time. **************** call was returned at 2:37pm on the 10th without successfully reaching *************** and a message was left. Our warranty team again reached out to **************** on 5:33pm 2/11/2022 hoping to be in communication about the status of the replacement unit but was unable to reach him and left another message.  Our GM again reached out to **************** this morning with success. Our GM explained to **************** that we are in the process of getting a replacement unit for his home and we are just waiting on approval from the distributor. At approximately 10:47am this morning the distributor approved the replacement condenser and will have a unit ready for pick up first thing tomorrow morning. Our dispatch team has spoken with ****************, and he is scheduled to have the new condenser installed tomorrow afternoon between 1:00pm and 3:00pm.
  
  SA Specialties prides itself on customer service and delivering exceptional results when handling a customers **** needs. As a prudent company, we operate and conduct our business with very precise operating procedures. As in **************** case, we handled his situation as we do all of our customers through our SOPs to ensure each situation is handled efficiently and effectively as possible.

*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. ↩