ComplaintsforAllstar HVAC

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have not heard back to an SMS request sent on 5/24/22 to cancel an annual check-up order (spring and winter) for the the 2 HVAC units installed by them in 2014. The spring service was very disappointing as their guys gave a clean **** of health. However, as it turned out the upstairs unit did not work and they missed a simple check-list item that the battery on the downstairs thermostat needed replacement. As a result, we got nothing useful out of the service call and wasted $175. They came back later and offered to sell a Carrier unit for the discounted price of $7,500. I got it replaced with a much cheaper deal under $6,000 by ARS (via ************ I do not begrudge the money I already spent, but I do not want the useless service for the fall check-up. However, they have gone totally silent since I made the request on 5/24.

  Customer response

  05/31/2022

  I want them to credit $175 back to my credit card.
  
  Reason:  All Star charged my credit card for $350 for two check *** (Spring and Fall) of my two HVAC units.  They came out for the spring check-up several days ago and gave a clean **** of health.  Both units did not work when I turned them on on the first hot day, so I called them.  They came out and this time told me that the ***tairs unit had to be replaced and te thermostat for the downstairs unit needed a AA battery, which I provided.  AS they had originally installed both units in 2014, they offered a great discounted price of $7,500 for a new Carrier unit.  I was able to get a quote for under $6,000 from ********** for the same unit.  
  
  I think they were incompetent and then dishonest.  Thus, I have lost faith that they will do a good job in Fall check-up.  So, I want to cancel the remaining service due in Fall and not charge me another $175.
  
  Thanks!.

  Business response

  06/02/2022

  Customer is not aware of his HVAC Systems. We do not change batteries during routine HVAC maintenance. If a battery went bad after the fact we were happy to change it for him as he stated. Downstairs system should be working fine after battery change on second visit. Upstairs unit was checked on a rainy day and temps were low outside. Techs tried their best to make sure pressures were good to go for the spring/summer season. We resent truck to home (No charge) and discovered a leak in the upstairs unit coil. Quoted a **** price over the phone and customer stated" HE WOULD CALL US BACK". He never did and took it upon himself to use another firm to replace his system. We do not know the level of the equipment that was replaced so that is his issue now. 

   

  This customer continues to complain at every thing we do, every price we quote, and is extremely difficult to deal with. 

   

  As an act of customer courtesy we will be more than happy to refund the difference ($175) he is requesting. We no longer wish to service his HVAC issues and he can use his new company moving forward. We will not service him if/when he calls us again! 

• Initial Complaint

  05/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I do not know where to begin. This is the second terrible experience with this company. I purchased a Maintenance package back in May 2021. I was unimpressed by their 10 minute visit to begin with where they asked me to supply the filter which they changed. Maybe that's normal. I paid for the package upfront and expected a call to schedule my Fall/ Winter. I realized that has never happened around March/April. I phoned up Allstar. The gentleman on the phone told me that the season has passed and we would just schedule for the spring season. I understood; he said he would reach out later on. Several weeks later, a gentleman called to tell me that because I "missed" my service appointment, they would be scheduling me for a "complimentary maintenance service". The entire semantics of this statement is problematic. I did not miss the service appointment; I was never contacted to schedule one. Secondly, the service cannot be complimentary if I have already paid for it. I objected to the statement and said exactly that one the phone call and an old man in the background, cut me off and began to talk over me, restating the fact that they were doing me a favor. I had much more to say but I decided to hold my tongue. The appointment was scheduled for yesterday, May 11 and I rushed home to be there for the window- 3PM-7PM. Additionally, I alerted the individuals in the house. I carried my cellphone around with me from 3:14pm until 7:30pm. No one ever knocked, nor rang my doorbell, nor called to alert me on their arrival. If they did knock, the THREE persons in the living area did not hear the service men at the door. They left a magnet on my door mat, so I know they arrived, but what happened? I called and spoke to Dale attempting to figure out where the breakdown in communication occurred and the man once again raised his voice and begin yelling at me and stated because it cost him to send the guys out,...CONTINUED IN ATTACHED DOCUMENT.

  Business response

  05/26/2022

  In response to this complaint:

  We have fond this customer to be very demanding and has threatened us with bad reviews when she doesn't get her way. We feel that we have gone above and beyond to try our best to accommodate her demands. We have sent trucks later in the day at her request, spoken to her after hours, and even given her a refund on a past repair. We gave her a refund as she complained that SHE could have done it herself, only after watching our tech perform the job. It's not fair to watch us do the work and then put us down in a review saying that she felt over charged for the labor. We went ahead and did our best to make her happy, which is why we gave her the refund of $** last summer. We guess she doesn't remember that kindness from our company.

  She stated that our tech was in her house for the first check up for only 10 mins. This is not true, as we were in here home from 12:25 pm until 1:07 pm which would Toal 42 mins. 

  Our customers call us in the fall and in the spring to schedule their appointments. We send out emails through Mail Chimp and it is possible for hers to go to spam. It is the customers responsibility to call us and schedule her Fall and Spring check ups. 

  Our office was kind enough to extend her another check up as she did not call in for the fall check up. She requested after 3pm. Our truck was there at 3pm and the tech knocked on the door and rang the doorbell. The customer later admitted that her doorbell was broken. Our tech knocked on the door and also heard people inside the residence. THEY did not open their door and waisted our techs time. 

  We feel that we gave a above average effort to accommodate this customer. She threatened us with a bad review and has since put a bad review on our Google account. These tactics are not nice and we feel that we sent the truck, were on time, and she di not answer the door. Our techs are hourly employees and we have to pay them for their time. She waisted our techs time so we feel that we do not owe this customer any type of refund. 

  She also insulted our office staff and called Dale an old man. He is a kind person that never raises his voice to any of our customers and he is a military veteran. He is very insulted!

   

   

   

  Customer response

  05/31/2022

  I am dissatisfied with the business' response as it did not offer a solution. I wish for my half of the maintenence package to be refunded to me: $*****. The review is the truth. No emails via Email Chimp arrived to my mailbox, nor was I made aware in advance when this contract was made that it was my responsibility to schedule my maintenences. Due to the companies negligence, I will only accept a refund and an apology for being treated so.  I do not wish to discuss the matter any further. The customer service of this company is serverly lacking and they would be advised to take note of this experience and improve how they speak to and treat their clients. 

  As for Dale, thank you for your service, but it is a ignoratio elenchi to add the fact that he is a veteran to the argument. He disrespected me first, and no time in the military excuses such behavior. 

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

  
  

  Business response

  06/02/2022

  In fairness, we did send a truck and the customer did not answer the door. The one and only offer we will make is to split the difference of the second check up. This is meeting half way and should resolve this issue. There will be no other offers made in this matter. The refund will be $***** Let us know how to proceed!

  Customer response

  06/02/2022

  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
  
  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. ↩