ComplaintsforThe Chill Brothers

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Chill Brothers came in July of last year. And remove and replace the AC / heater unit. They told us that with this unit, electricity would go down but it has been going up-and-up last month. My electric a long went from 350. dollars to 659 dollars electricity alone. The heating unit does not work we set the thermometer at 90°. The unit never stop and continue to run all night/day the house the room would only get 65° and it was cold last month I've called him several times told them. That I stop payments? I need them to remove this new unit. And replace it with one that works in the Winter months. I have all the text that I sent them, they sent a technical person to look at it but didn't do nothing but tell me it was working I showed him that the air was coming cold but still just left.

  Business response

  03/12/2024

  Mr. *******
  
  As always, the Chill Brothers takes any customer concerns very seriously, and we strive to exceed all of our customers’ expectations. It is our goal to make our customers happy and provide the best value possible, along with long term support.
  
  I am very familiar with your project and concerns, and have had a thorough review of your issues with both our very experienced Operations Director and Service Manager. Our review was based on a number of visits this winter to your home to investigate these concerns.
  
  Your system was installed in July 2023 in your 50 year old home, and the new system was sized the same as the old system as per the requirements of the home and the your request (any larger would create condensation issues).
  
  As for your concern that the system is not adequately heating, we have revisited the home with a very knowledgeable senior technician a number of times over the last few months (at no cost to you). Aside from detecting and correcting a manufacturing issue in early January, the system each time appears to be operating optimally and to specs. based on all tests and measurements.
  
  During their last visit, you had your thermostat set to 90 degrees. At that time it 24 degrees outside. We have pictures of the air exiting the supply vent at 94.5 degrees, which clearly indicates the system is heating the home at or exceeding the thermostat setting. We also during the same time have air passing through the return vent (back to the heating system) at 70.4 degrees as shown in another picture.  
  
  The substantial loss of 24 degrees can only be an indication of a non-efficient insulated home, or open doors or windows. We also have photos showing that there is very little to no insulation in the attic of your home.
  
  As to your concern that your electricity bill is too high, this can only be attributed to the thermostat being constantly set to 90 degrees. With the rapid loss of heat due in the home, the thermostat would correctly measure the air in the room at something closer to 71 degrees, thus essentially forcing your electric HVAC system to keep running 24/7 to try and reach 90 degrees. With an electric heating system like this, running all day will certainly run up the electricity bill. We also tested the electrical draw of the system, and it was normal.
  
  Chill has done all we can to address your concerns. There appears to be nothing wrong with the equipment and it is running well enough as the photos show to heat the air to over 90 degrees. Thus the only solution we can recommend to properly insulate your home to avoid the substantial loss of heat from the system and lower your electricity bill.
  
  
  Thank you
  Andrew *********

• Initial Complaint

  12/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On three separate occasions, I have asked Chill Brothers to stop sending their (misleading, borderline fraudulent) salespeople to my door. I have, in writing, an acknowledgement of their agreement as of June 2023 to stop soliciting at my address. Today, I received yet another "visit" from their door-to-door sales team, this time by Ebonnie ******. If Chill Brothers cannot guarantee that they will stop trespassing on my property and harassing my family with their constant visits, I will file a police report.

  Customer response

  01/22/2024

  Better Business Bureau:
  
  This letter is to inform you that The Chill Brothers called me and stated that my address has been placed in their system as a do not solicit house. This is satisfactory for me at present.
  
  Regards,
  
  Rob ******

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My new Lennox Home Comfort System was installed on 06-30-2023. In the course of the five weeks following the installation date, Chill Brothers made six service calls to my residence to address numerous issues some of which are still unresolved: 1) The outdoor unit occasionally makes loud noise. Since the Chill Brothers crew failed to identify the cause of the noise, the crew’s solution during the August 2 service call was on leveling the unit and reshaping the copper tube. Three months later, the unit is occasionally as loud as a jet. 2) The condenser unit is “sweating” profusely, creating a huge puddle at the base of the unit. The cause has still not been identified. The crew’s solution during the August 7 service call was to add more insulation material to the unit, which hasn’t resolved the issue of water condensation. 3) The coil panels are ripped and torn, which possibly leads to cooling issues of my property. Despite my numerous requests for the coil to be inspected adequately and repaired by Chill Brothers, they insisted that everything was normal and texted me the following suggestion: “If concerned, then check system performance and brush those spots out. Fin brushes exist for a reason.” 4) During the installation of the evaporator coil in the attic, a technician stepped through the ceiling. Chill Brothers hired a contractor who month after month promises me that the ceiling work “will be done very soon” without doing anything. Though it’s obvious that this contractor is unable to deliver, Chill Brothers don’t react to my request to hire contractor of my choice to fix the ceiling. Thus, I’m left with a bill for thousands of dollars, the defective AC system, and damaged ceiling. The information detailing my observations of all issues and services performed by Chill Brothers are recorded in my notes, which are contemporaneous to the events and are accompanied by video and photographic evidence (available if requested).

  Business response

  12/21/2023

  To BBB,
  
  Thank you for reaching out to the Chill Brothers regarding this customer issue. We take any customer service issues seriously, and as such have actively been working to resolve this particular issue. There were original delays were a result of difficulties in finding 3rd party contractors who could satisfactorily perform the specialty repairs to this customer’s ceiling. We subsequently had difficulties reaching the customer last week. However earlier this week we did manage to contact and find an agreeable resolution plan with the customer. She has agreed to the scope of work for the repairs, and have the 3rd party contractor begin those repairs on December 28th, with completion estimated to be January 8th.
  
  If you have any questions, please do not hesitate to contact me.
  
  Thank you
  Andrew *********
  President, the Chill Brothers

  Customer response

  12/21/2023

  [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.  I’m looking forward to having my ceiling repaired and the condenser unit replaced at no charge as offered by The Chill Brothers. 
  
  
  
   
  

• Initial Complaint

  11/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  10/15/2022, met with sales rep Shathujah. Informed we are fairly new to our house and learning new things daily. Informed her that we want to save money from our upstairs HVAC system that does not cool sufficiently in summer time and the outside AC unit in backyard that is constantly running. Informed her we have 2 systems one upstairs and one down stairs. She asked if either was gas, we told her yes we do believe so because one has a flame. She looked at both systems and confirmed one was gas and one electric. She also confirmed that the gas one in our attic was the one that we needed to replace if he wanted to have better air flow and cooling to our upstairs unit. She spoke to us about the AC unit in the back yard that was for the 2nd floor being a 3 ton unit and having R22 freon. We agreed to get a new gas HVAC system due to relying on her confirmation that the gas HVAC was the one for the 2nd floor cooling system. We got financed for $10,000. Chill Bros worked to get our HVAC system down to the amount we got financed for. 10/17 rep came to do preinstall, did not speak to homeowners about gas vs. electric or anything else for that matter, because homeowner was working. just came did whatever had to be done and left. 10/18 preinstall rep came back to verify SOMETHING, homeowner was not told what and again was working so did not have much discussion at all. 10/19 new HVAC install. 10/20/22 day after install we realized the AC unit on the side of our house is the one that was replaced instead of the one in the back of the house. We called Chill Bro on 10/20/22 and informed that the unit was rocking and unstable, did not mention to rep on phone about wrong unit being replaced as she reminded us we had the QA visit coming up. 10/24 during QA visit we told that rep about the wrong unit and so began our journey of Chill Bros not taking any accountability for their expert's mistake and the consumer's reliance on their perceived HVAC expertise.

  Business response

  11/30/2022

  To whom it may concern,

  Our team did work with Mrs. ****** and had discussed with her four separate times that she wanted the gas system replaced not that electric. To ensure that this was correct and noted not just verbally, we sent her a contract to sign that she was completely committed to upgrading the gas system instead of the electric. She was made completely aware the situation and granted permission to replace. It wasn't until weeks later that she reached out after and claimed she actually wanted the electric not the gas and requested that we also replace her electric system free of charge. We have spoken with Mrs. ****** multiple times and expressed that we will as a goodwill gesture we would replace her electric system at cost but will not charge for installation (Value of about $1,300). Mrs. ****** has refused and insists she wants a electric system completely free of charge. We truly value our customer service and our known to go the extra mile to make our customers happy but in this situation we have done all we can do to help remedy this situation.

  Mrs. ****** is now going on every platform, google, yelp, angis, BBB etc to try and slander our company. We have responded every time with the same response. 

  Mrs. ******, I’m sorry you are not happy with the outcome of your new system installation. We understood all along you have two systems in your home, one gas and one electric. You had asked our salesperson to replace the gas system only, and signed a contract for a replacement of the gas system only. On a visit prior to the installation you again confirmed with our technician that you wanted the gas system replaced, and to be sure we had you speak over the phone with our install manager and our service manager that you again reaffirmed that the gas system was to be replaced. We took every step (with double and triple checks) to make sure the right system was replaced. We feel badly that you are not happy and in my email response as a customer service gesture we have offered to replace your electric system at cost and with no charge for installation. We have and continue to communicate with you about the situation.

   

  We truly hope this matter can be resolved. Thank you.

  Customer response

  11/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

  Regards,
  
  
    - the business is completely lying! I provided a very specific timeline of the conversations that took place in regards to my HVAC system being replaced. I have the "estimate" that was recevied from the chill bro sales rep ON THE SAME DAY SHE WAS AT MY HOME AND TOLD ME THAT THE GAS HVAC SYSTEM WAS THE ONE THAT NEEDED TO BE REPLACED. This document was not sent to me in advance. I have records of every call made to and received from Chill Brothers. I have a Ring camera system that can show what transpired in my home. I am not a person who takes integrity lightly and would NEVER slander anyone or any company. I only want to be treated with respect and not lied on and I am truly appalled right now! Shathujah ******** came to my home and spoke to my husband and I about her personal life, per pregnancy and her partner Elijah and how they are not ready for parenthood etc etc. I made Chill Bro aware of the incorrect installation issue AS SOON AS I BECAME AWARE. I did not make a complaint or write any reviews until I was repeatedly ignored by the business with not receiving calls as promised! I have NOT asked for anything to be installed for free. As you can see I asked for reduced pricing in addition to the waived installation fee that the business had already offered. I can see that this is going no where and the best thing I can do as a consumer and make my experience known in all avenues available to me and definitely not do anymore business with this company. 

  
  

  Business response

  12/07/2022

  Hello

  
  

  I had a long conversation with Mrs. ******, and there was a misunderstanding. Firstly my emails to her ended up in her spam folder. Once we talked we realized an early misunderstanding with the sales person created confusion when our operations team talked with the customer. We apologized for the confusion, provided a gift card to help cover any additional electricity costs, and are working with Mrs. ****** to provide her 2nd system at cost in the new year when new rebates come available. She was agreeable to our plan and indicated had she received my emails or had our discussion earlier, she would not have sent in the complaint. She also has agreed it can be removed.

  
  

  thank you

  Andrew 

  President, Chill Brothers

  Customer response

  12/13/2022

  [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.  
  
  I was able to speak to the CEO about the confusion that was created from the sales rep's assessment of the HVAC systems in my home. We realized emails that had been sent on 11/28 and 12/1 had gone to my spam folder and I clarified that had I received those and/or a phone call sooner the complaints and negative reviews would not have happened. I accept the resolution which was a gift card and replacement of my electric HVAC system minus commissions and installation and assistance with taking advantage of any rebates available for 2023. 
  
   
  

• Initial Complaint

  09/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Chill Brothers came out on September 17 to do a check on the HVAC system purchased from them in August 2021. In doing so the tech pushed a button in the attic that turned off our compressor for the AC. We noticed our AC was not cooling and called them out to see if indeed the tech who came to check the heat had done something. Steve, the new tech that came out, confirmed that the previous tech had tripped the button that operates the AC compressor and had not turned it back on like he was supposed subjecting our system to stress. Joel, the president of the company agreed that the tech had been negligent and offered me one year free extended Chill Brothers maintenance service. Ryan, his service manager sent me an obnoxious email saying I would have to pay for the year's maintenance agreement and get reimbursed at the end of the year which is NOT what Joel promised. He even had the nerve to ask for my *** ************ This company does not keep its word and I am starting to fear they are shady. ** ******** **** **** ** ***** ****** ***** *** *** ** because they messed up his installation. I just want what was promised to me.

  Customer response

  10/01/2022

  Better Business Bureau:
  
  This letter is to inform you that Chill Brothers. LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/30/2022 and assigned ID ********. They honored what that told me in regard to giving me an additional year of Chill Brothers maintenance service and did not make me pay for it up front and wait a year to be reimbursed. That is not what the president of the company promised me and he apologized for the email sent to me in error by his service manager.
  
  Regards,
  ****** ********

*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. ↩