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:12/19/2024

  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 two units from them In July 2023. Last month the fan started running continuously and we called for a tech to check it out. He came and said it was the control panel on both units. He gave me a bill for $2800 which included two new panels and the addition of a surge protector for our breaker box as he felt that was the reason for the problem. Upon checking with the manufacturer of the panel, I found that it was covered under warranty for 10 years and yet he was charging me for it. When I called them and told them what I found, they decided that $885 per unit was a labor charge. When I had called them before finding this out, they quoted me $49 for the service charge was all I would have to pay if I borrowed the funds to fix one at a time. As I am a retired widow of 82 years on a fixed income, I would have to try to borrow funds to fix this which has a 10 year coverage. To date we have not had a resolution this and have had to use our breakers to turn it on and heat the house and then turn it off to stop the fan. I need some help on this matter. Please advise. Thank u in advance for your help. ****** ********

  

  Business Response

  Date: 01/29/2025

  We had our service manager out there today **** ******* and he offered to do this repair for her at half-price of retail, which is a very kind discount extension. She declined 

• Initial Complaint

  Date:12/02/2024

  Type:Billing 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.

  I called this company earlier this year for a service on my A/C, as my other company I use was not available. When they came the found issues of course, and I paid for their service in full with a credit card. Come to find out they fraudulently signed me up for their monthly warranty/discount or something that I did not agree to, as I have a company that I use. They have been charging my credit cards a monthly fees of $40 that I am disputing since my first encounter. A couple of weeks ago I had my heating was serviced through the company generally uses and they found that the work Hobson did could have caused my family serious injury or Death from carbon monoxide leak. I contacted the attorney general a couple of months ago and they referred me to the **** of licensing and regulatory which is my next step. Just wanted other customers to be aware of their practice, as I see it happens quite often.

  

  Business Response

  Date: 12/27/2024

  We would like the opportunity to talk to the customer. We have reached out but have not heard back. We have cancelled the club membership and voided out any balance for discounts given to the customer. There is no further action needed on the customers part unless they would allow us to research this further. 

  Customer Answer

  Date: 12/30/2024

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

• Initial Complaint

  Date:09/19/2024

  Type:Product 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.

  An ************ technician came into my home and instead of attempting to service my HVAC system, he popped a valve that wasnt broken and then left my HVAC system completely useless, in an attempt to sell me a brand new system.

  

  Business Response

  Date: 10/01/2024

  Hi *******, please accept our apologies for the lack of communication on our technicians part when he was at your home to service your ac. He did not pop a valve but rather removed a piece of copper from the unit that did not belong there. It was where a fuse should have been. We are not sure when that copper was placed there as this was the first time to your home. We will be refunding the $17.76 back to the card that you paid with. We appreciate the opportunity to have served you and hope we may be able to earn your trust again in the future. 

  Customer Answer

  Date: 10/01/2024

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

• Initial Complaint

  Date:08/28/2023

  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.

  We bought a compressor and blower/furnace for our home about 6 years ago and then bought a second about 3 years later having full new AC and B/F for our home (combined cost well over 25K). Both times told the compressors had a lifetime warranty only later finding out that was only valid with their service package which was never told to us. Earlier this year one unit stopped working. Tech came out and determined there was a leak in the coil of the compressor, only the second time he ever seen that type of problem. It would require a complete new compressor unit as even if a warranty was honored it would cost nearly the price of a new unit. When finished, the tech said he had to jury rig a valve in the blower because containments got in the system. Another tech came out and said, how it was set up now, it would definitely break and a new valve would need to be installed. Told this repair would cost over $1500 (in addition to the $7200 for the new unit). I called to set up a time and they told me the part needed to be ordered. I said ok and tried to set up a time. They informed me I would need to pay for the entire visit up front before they would even order the part (I was willing to pay for the part before setting up a time but it had to be the complete visit paid in advance.) Finally the unit was working. Fast forward two months and now the second unit is not cooling. I am calling a new repair service to look into it as I don't trust Hobson's to do any work. Within 6 years, two brand new units, fully replaced inside and out have both failed. Either I am dealing with sub quality installation that has resulted in these problems or Hobson's is providing used/refurbished units and passing them off as new. My total cost to them is now probably in excess of $35,000 and I have one working unit (for now) to show for it. I think that this level of performance I should either should be due a sizable refund or a complete replacement of the new failure with no cost

  

  Business Response

  Date: 09/15/2023

  I hope this message finds you well. We recently received your complaint regarding the lapse of warranties on the equipment installed by our company. We take customer concerns seriously, and I appreciate the opportunity to address your issue. Upon reviewing your account, the warranties on the equipment in question lapsed due to the non-active status of the service agreement, as stipulated in the contract you signed with us. We understand your frustration and are committed to resolving this matter to your satisfaction. While we regret that the warranties have expired, we would like to extend an offer to conduct a free diagnostic on the second unit that is currently not working correctly. This diagnostic will help us identify the issues with the equipment and explore potential solutions. Our team of technicians is ready to assist you in rectifying any problems you may be experiencing However, it's important to clarify that, as of this time, there is no refund due or active labor warranties on the equipment in question, as per the terms of the contract. Our primary focus will be to assess and address the specific issues with the non-functioning unit to ensure it is working optimally. To schedule a convenient time for the free diagnostic, please contact our customer service team at ************ or reply to this email. We are committed to providing you with the best possible service and resolving this matter promptly. Thank you for bringing this issue to our attention. We value your business and look forward to assisting you with the equipment concerns you have raised. 
  
  
  
  

• Initial Complaint

  Date:07/26/2023

  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.

  Hi Called to get my 2 air conditioners serviced.Was told fan motor on Trane unit needed to r Be replaced. It was done and we paid our bill on June 2nd 2023.***** started making noise and HAC came back out and said our compressor was going out.A "upper management " ***************** came out and saw where the tech had unplugged the compressor. He ***** also checked and found our our Trane was under warranty. He said a more experienced tech would have checked that out and given us option to call original installer.We asked if we should not be reimbursed for the part and/or labor.***** said cost of unnecessary repairs was $1044 but he didn't have authority to give credit. He was to turn in and the supervisor of technicians also came out and said same. We tried contacting ***** and got no answers and we called office and was given the run around. Finally a lady named ***** said we were due a $100 refund.Not only shoddy work but run around and not being honest with customers has prompted me to contact the BBB for help. I also contacted their parent company and was promised a call. That was mid July. Not sure what happens next as this is my first complaint. Thank you. Please call me if any questions. ************

  

  Business Response

  Date: 08/01/2023

  ********************* had us out for service on her air conditioners. ************** diagnosed a bad blower motor and capacitor.  She has a manufacturers warranty with another company.  We didn't know that so we charged her full price.  After she told us, we offered a 15% refund for the price of parts which is pretty standard for parts vs labor in our industry. Customers have to pay for ******** to come out and the work we perform, it's not free, unfortunately. We apologize for any miscommunication there may have been from our staff.

  Customer Answer

  Date: 08/01/2023

  Complaint: 20375243
  
  I am rejecting this response because:

  The warranty was with the manufacturer TRANE.  This work should not have been dome by Hobson.   We should have been told by first tech to contact the original installer and we could have gotten the part fan motor and capacitor replaced under TRANE warranty.  We were not given that option.  The warranty was easily obtainable by ***** from Hobson by just looking up TRANE #.   We were told by ***** that a more seasoned tech would have told us that.   We were put off by Hobson since June 12th.   At one point we were told they were trying to get part paid for by ******  Both ***** and **** said work and part should not have been done and should be refunded $1044.    And also my name is ************************* not ***************** 
  
  Regards, 
  
  *************************

  

  Business Response

  Date: 08/21/2023

  We have spoken to ****************** and come to a resolution. Thank you

  Customer Answer

  Date: 08/25/2023

  Complaint: 20375243
  
  I am rejecting this response because:

  We have not received a check or an email that was promised a week ago.  I waited until the last day hoping thar we would get a check and email.   We have talked to *********************** and he was to get back with us and that was Tues August 22nd.  Have left a message again this morning hoping to settle this.

  We would like to say it is resolved but it is not at this time.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 10/19/2023

  We spoke to ****************** and came to a resolution and refund. We are not sure what else we are supposed to do to get this closed out.

  Customer Answer

  Date: 10/19/2023

  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

  Date:01/18/2023

  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.

  Comfort Experts Inc./Hobson Air Conditioning put in a new compressor when the one they installed less than 7 years ago was still under warranty. I discovered that the day after they had me pay $8,161 before they would do anything and it was over 100 degrees in *****. Not once did the technician (who should have known) mention that this should be covered as it was still under warranty. All he could tell me was "Just bad luck". That wasn't very helpful. As soon as I discovered that it should have been covered, I called the company to no avail. I then sent a RRR letter to the owner, Mr. ********************** and the General Manager. Absolute radio silence. I called the company several times to discuss and I was told Mr. ********************** was busy, but would call me back. Well, after no less than 8 calls, Mr. ********************** nor anyone from his company has called me back. This is a family owned company and I am certain Mr. ********************** would not like a member of his family being treated this way. This has been very unprofessional and extremely stressful. I feel that because I am a woman and over 60, the technician felt he could get away with it and, unfortunately, he did. So dishonest. I should be reimbursed the entire amount as it was under warranty.

  

  Business Response

  Date: 02/13/2023

  First and foremost, our apologies for the delay on this complaint. A response was made from us in this dashboard back in January and we thought this was resolved. We installed an HVAC system at this property in 2015. As per the contract, the system would come with a 10 years parts warranty and we would extend the labor warranty to 10 years as well, dependent on the customer maintaining an annual club membership with our company. This is stated on the sales contract, which I have attached for review. The customer had an active membership but it was terminated in 2021 after no payment since 2018.  We made several attempts to contact the customer to collect payment so that the warranties could remain active on the system. Customer then reached out to us in 2022 because the system was having issues. All Labor warranties were voided at that point and this is why there was a charge to replace the outdoor unit. We do sincerely apologize if this was not properly explained to the customer.

• Initial Complaint

  Date:11/28/2022

  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.

  Do NOT appreciate the treasonous vandalism committed by your Tech Zak upon his initial 'tune-up' executed on Sat, Oct 1st, as it was very inexpert of him to do! And to think that I was actually hospitable w/him though simultaneously he had ulterior motives to begin with! I want to be as sheer as possible-when I contacted you [from your mailed out pamphlets] for the proposed 'tune-**** offered-that's just it--I was merely int in ONLY the 'tune-up' svc & possibly to discuss a generator for future install..I was instead beset w/mischievous handling of my unit, that I NEV asked for! His mind was made up that he would conduct this risky business to force me into the purchase of a brand new unit+furnace, it was his plan from intro. I'm unbothered by his assessment of photos, exams, etc-his plan was rudimentary containing many flaws! There was absolutely NOTHING wrong w/my system irrespective of the ******** was working fine UNTIL & BEFORE he came-NOT 1 single *********** ALL OF A SUDDEN my entire system just shuts off & freezes. He was trying to get me to buy MANY other ******** get it, I SPECIALIZE in *********** ****** pitching me things to use addt'l svcs for, but what I will not accept is being hustled & sabotaged all for the sake of sales, that's asinine, ridiculous & criminal! He was adamant abt sending the other tech on Oct 25th to price a 'new' system. Once he left, we immediately began having probs w/the unit. I contacted Corporate, he then arrived way later after 8pm just to be snotty when he already knew what he'd done! The name of the game was to wreck the system enough so that we suffered enough [which we did & I SURELY don't appreciate it when both my ******* have *********** struggled] -that I'd agree into his trickery of 'Financing' the new system once his colleague came out on the 25th & it backfired..he got caught in his game. I told him upon arrival that I'd asked his off to delete my ********* displayed major attitude..yet I SHOULD have 1 when it was me that got exploited. He made absolute SURE that he messed up my unit so it wouldn't wk after he left & I TOLD HIM THAT. I asked him what he did to ******* smarted off to me saying it is just "basic physics", yes-the 'physics' of his foolery! He told me that there was no ********* was done. Magically if I were to buy this part, compressor or an amount of refrigerant or a battery sized object & on & on that it would 'wk' even though there was 'no ***** **** even showed me a battery sized object & said 'O, I missed this when I was here, we offer it for $300 & I could wave the svc fee'-he went abt playing games w/us for some time, THINKING we're stupid & has no idea of my education level **** cont'd fetching numerous shenanigans 1 after the other but he saw I wasn't buying it. He began bargaining w/me he'd only 'fix my system enough' [rev what he purposely did to it] ONLY until the 25th when the other tech was due. Essentially his game is for me to buy the new system by financing it & ultimately will not correct the prob UNLESS I agreed! Constantly tried to sell something or find a 'new issue'. I have a cancer patient here that's already suffering & being hot like that due to a dirty tech trying to get wk is far below reproach! All of his actions were irrefutably evident that he set out to ruin my unit & force me to into a new 1. He cont'd trying to force me into buying a Solar pkg, already told him Sat that I'm not int! He did some 're-wiring' but can't be responsible if the 'unit crashes' if I agreed for him to do that. (Hoax 101) & the previous owner had no issues w/this unit; I know her well-she agrees this is usury. After all of the pics he took I barely got them that day & not Oct 1st because he was int in using them for wk. His treachery knows NO bounds! Leaves the attic ladder hanging & I have to ask him to close it & again *****. He wore his attitude & complained abt incompetence of his off sending him far out all day & being likewise stuck in traffic.

  

  Business Response

  Date: 12/08/2022

  WE are reviewing this internally and will get back to you as soon as possible.

  Customer Answer

  Date: 12/08/2022

  Complaint: 18465110
  
  I am rejecting this response because:
  The Business knows that the information I sent is and was true as does *****************...I have no reason to fabricate anything. I am a RET COM VET and am VERY UNHAPPY with how those events transpired. It is unfair and unjust that he gets away with what he did. Retribution is Compulsory.
  Regards,
  
  *************************

• Initial Complaint

  Date:09/19/2022

  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.

  On 6/15/22 Hobson Air-conditioning had an advertisement for $69.00 A/C tune-up. Ck.#****. I had never had a single problem prior to this. The Tech told me it could go out any day. 36 hours later it quit. Coincidence? It cost me $1,610.40 to ************ again I got the warning that it could go out at anytime. To date, it is still working. When the Tech had completed the Work Order, he asked me to sign showing the task was completed. Unknown to me at the time he also snuck in a form to sign up for a "Membership". Not one word was mentioned about any so called "Membership". A month later & in the months that followed, I received invoices on this so called "Membership". Each time I called & was told that they would notify the billing department. With the exception of this week, when I was informed for the first time that I had signed something. (?) That was the first time I was informed that. The agent I spoke to said I needed to send them an email to inform them that I did not intend to even intend any such continued dealing with their firm. She also told me that I would be financially responsible for any "Discounts" that I had received. Once again there was never any mention of a "Membership or Discount". The implications were that they would damage my credit rating if I did not pay at once. This entire process was a 100% Scam from start to finish. I am a ******** Veteran.They prey on Senior Citizens. They need to cancel any imagined fees at once. I paid in full at the time service was rendered. I want no further dealings with this unethical firm

  

  Business Response

  Date: 09/29/2022

  We are looking into this and will be back in contact shortly. Thanks

  Customer Answer

  Date: 09/29/2022

  Complaint: 18034274
  
  I am rejecting this response because: To date they have not done anything. Their business partner "Comfort Air" was also involved. They were the one that gave me two quotes @ $800 & $1600.
  
  Regards,
  
  ******* ****

  

  Business Response

  Date: 12/01/2022

  Hi everyone. We want to come to a resolution if possible. Can you please forward the original complaint correspondence? I can't locate it so I do not know the details. Thank you.

  Customer Answer

  Date: 12/01/2022

  Complaint: 18034274
  
  I am rejecting this response because: The BBB has already sent the complaint to Hobson ************ Experts.

   

  In summary: I responded to a mailed ad for a tune up. I was informed that my AC could go out in a day or two. 32 hours later it quit & I was charged $1600 to get it working again. Which I paid in full at the time. Then I started getting monthly bills for a "Membership" that I was tricked into signing. This was a Scam targeting Senior Citizens. I want to be reimbursed for anything expense & they should be penalized for the practice of stealing from the elderly.
  
  Regards,
  
  ******* ****

  

  Business Response

  Date: 12/14/2022

  Hi BBB and ************. After reviewing this account, we can confirm that *********** did sign the authorization to complete the recommendations along with the completion acknowledgement that included the Club membership sign up & contract details. I have attached a copy. At the time of service and sign up of the agreement, we discounted the work being done as part of the contract benefits. In addition, as stated on the contract, if it's cancelled within a year of enrollment, any discounts received will be due immediately by the customer. When the request was sent by ************ to cancel, that created the loss of discounts in the amount of $496.60. Since ************ felt we took advantage of him and filed a complaint, we wrote this balance off internally versus trying to collect it. We sincerely apologize that this experience was not a good one for the customer. We would never take advantage of anyone and truly are troubled to hear that you feel that was done to you sir. 

  Customer Answer

  Date: 12/15/2022

  Complaint: 18034274
  
  I am rejecting this response because:
  

  As in any other service rendered signing  a completed work order is customary. 

   

  What is fraudulent about this was there was no mention of a continued "membership". Nor was there any mention of "discounts".

   

  I paid In Full for services rendered. I do not owe these con artist any additional fees. I was probably overcharged to begin with. To have the system fail within 36 hours is suspect 

   

  If anyone tries to have you join anything, they tell you of the benefits. No such "Sales Pitch" was discussed. 

  
  Regards,
  
  ******* ****