ComplaintsforAllred Heating Cooling Electric LLC

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company replaced my heating and air-conditioned unit, but took a short cut and didn't replace the old leaking feed lines. I found moisture on the floor in my garage and they said it was a plumbing pipe that was behind the system. I had the line replaced at a cost to myself, knowing that wasn't the issue. I called again for this issue and now given the run around. They've been paid in full and I'm stuck paying them 13k for an incomplete job.

  

  Business response

  06/20/2024

  Customer called on 04/17/2024 and stated that he had a water leak. ************** Tech was scheduled on 4/19/2024. During this call he made a video of the pooled water. Along with the pipe that was leaking. During this visit tech told homeowner that the pipe should be replaced which he did.

  Two months later customer called on 06/07/2024 and stated that he has leaking infront of this furnace.

  We sent our Field Supervisor out on 06/11/2024 to fix ******************** leak. ********************* stated that he did not find any water on the top, side, or back of furnace. **** stated that the condesate pump was faulty. Which caused water to pool in front of furnace. **** replaced the faulty condesate pump. System is operating at top performance after scheduled visit on 06.11.24.We

  We are confident that all issues have been resolved for this customer.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint against Allred Heating Cooling Electric based on my recent experience with their services. In 2021, I engaged Allred to install both a furnace and an air conditioning unit in my home, with the understanding that city permits were included in the service. Invoice# ********, invoice Date 12/10/2021, invoice total $8,835.54. However, it came to my attention only in 2024, after a discussion initiated by me, that the necessary permits had not been applied for.This lack of adherence to regulatory requirements resulted in a situation where the City inspector flagged the installation, specifically the air conditioning unit, for not meeting city standards. Consequently, I was instructed to relocate the ** to comply with regulations.Upon contacting Allred about the situation, I was informed that moving the ** to meet city requirements would incur an additional cost of $1500. This demand is unacceptable, as it implies I must pay extra to rectify a mistake on their part. I firmly disagree with this stance and find it unjustified.I urge Allred to rectify this situation promptly and at no additional cost to me. Their failure to apply for permits in a timely manner and subsequent request for additional payment for compliance with city regulations demonstrates a lack of professionalism and responsibility on their part.Thank you for your attention to this issue.

  

  Business response

  05/21/2024

   I was informed that moving the ** to meet city requirements would incur an additional cost of $1500. Allred apologizes for requesting additional funds to rectify the movement of the unit.  During COVID we had management change along with a new permit specialist. The previous permit specialist and Installer are no longer with Allred. We again apologize and have not charged the customer any additional funds for the movement of the unit or additional electrical work that was required. This has been taken care of and final reinspection is scheduled for 05.21.24. 

  Customer response

  05/21/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I installed a new "Trane" heat pump in March ****************** $8,141.09 . Starting in November 2022, the heat pump began experiencing defrost issues and was unable to provide heat, even when the outside temperature was well above freezing point.Since then, the heat pump has consistently had the same problem, and Allred has come out to my house 9 times. (11/9/2023, 12/14/2022, 12/19/2022, 1/23/2023, 1/30/2023, 2/19/2023, 3/16/2023, 3/27/2023, 4/18/2023 ) I got all proofs showing the history of visits By April 2023, they claimed to have fixed the issue. Of course, during the summer months, the heat pump isn't needed, and in winter, I rely on my furnace as a backup when the temperature drops below 37 degrees.Now, in February 2024, under similar conditions with temperatures above 37 degrees and relying mostly on the heat pump, it's icing up like crazy for no apparent reason. (Video recording obtained)During all the repair visits, the technicians diagnosed various "causes":1. They blamed a recent power outage in my region, saying it had reset the furnace motherboard and prevented it from defrosting the heat pump properly. They reset the furnace, but the issue persisted. I paid $90 out of pocket.2. They claimed the furnace wasn't maintained properly, so I paid an extra $200 for maintenance, but the issue persisted.3. They replaced the heat pump sensor, which worked for a while but then started malfunctioning again.After the last repair, I told them I was done with this garbage and wanted it gone if the issue recurred. The service manager, *** (or a similar name), promised me they would take care of it. They also promised to reimburse me all the expenses I paid, that did not happen as well. In February, when the issue resurfaced, I called, only to be told that *** was no longer with the company. They said they would email the relevant department and get back to me.Two weeks later, I've heard nothing from Allred.

  

  Business response

  04/15/2024

  Our Management Team has spoken to ******************* and we have agreed to replacement of the outdoor unit and we are currently working with ******* to make sure he is satisfied with our service. 

  Customer response

  04/21/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/24/23 I purchased a furnace from ALLRED HEATING AND AIR. Before it was installed or payment was given, they sent an email about a promotional rebate for up to $2500 on the purchase of a NEW furnace or heat pump. I inquired about this offer to my sales rep and he said it was for heat pump only! I contacted corporate office on several occasions (email) and never received a response back!! Very deceptive advertising in my opinion.

  

  Business response

  12/26/2023

  All calls and text messages are recorded to our customers. Customer did in fact text and email, requesting additional information regarding the $2500.00 rebate. Comfort Consultant explained via email this was an promotional ad that clearly states UP to total amount of rebates $2500.00.

  Customer *********************** did receive a PSE rebate in the amount of $700.00. Plus she receive and additional rebate of $87.14

  I have attached document showing that PSE sent rebate to customer directly. Along with the promotional ad.

  Our Marketing ad clearly states rebate of up to $2500.00. 

  Allred prides ourselves on helping each and every customer not to deceive anyone. Unfortunately the unit that customer installed did not qualify for total amount of rebates offered by PSE.

  Customer response

  01/08/2024

  When I inquired about the rebate to my sales rep! ********* reply was that it was only for heat pumps and not furnaces!  And clearly the ad says otherwise!

• Initial Complaint

  04/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I originally scheduled with this company to install a new HVAC system in my home, including furnace and AC. I had tried to make a down payment but was unable to, so I contacted my bank who told me that it was on their end because there was nothing wrong with my card (i.e there are sufficient funds in the account, and no limits on the amount that can be used in 1 transaction). I contacted the business again and tried multiple times to pay with my card, even with lesser amounts and it did not work. I again contacted my bank and there were no issues. I then spoke to someone else who said that the payment of ******* dollars had gone through and I was emailed a receipt for confirmation. I did not hear from the business to schedule and when I eventually contacted them, I was told that they payment had not gone through. I explained that I was sent a receipt for confirmation and that I had not been contacted and told otherwise. I was then told that it must be a problem on their end (because I have used the card without issue all week). Again I tried to make a payment and it did not work. The install was pushed out a week so that I could landscape around the site and mail in a check. I am now being told at 430 pm that my install would not go as scheduled on Mon at 7am, because a check had not been received. I messaged *****, my estimated a copy of the check I had mailed in and he said that there was nothing that he could do. And the install would need to be again pushed out. I explained that I mailed a check for the full ****** dollar amount. I was told that even if the check had been received today, the project would need to be pushed because it would need a few days to process, I was not previously told this. I had asked to speak to a manager this morning and was not given contact information because I was the issue could be resolved. I feel as though this is disrespectful of my time as I had to schedule someone to be at my home at 7am Monday and now that is not the case.

  

  Business response

  04/26/2023

  Customer ******************************* was scheduled on 11/07/2022 for a Comfort Consultant to come out 11/14/2022 and give an  estimate for an AC add on. 
  The Comfort Consultant called to confirm the appointment, during the call it was determined the customer may want furnace replacement as well as a gas fireplace instead of a current wood fireplace.
  Customer was already scheduled for a duct cleaning with Allred for 11/16/2022 @ 8:00 a.m. 
  Estimate was completed 11/14/2022 @ 6:00 per customer request. 
  Duct Cleaning was completed on 11/16/22. Employee sent an invoice to the customer. Customer has not made payment for services performed.
  ******* called on 03/09/22 stating she wanted to pay half down so she could get scheduled for installation. She stated that she needed to split the payments, was interested in financing or maybe even doing tiny monthly payments. Office staff attempted to break payments up. ******* stated that she will call the bank and see why her payments are not going through. 
  Total of 6 attempts to collect half down. 2 attempts on 03/09 Failed-Reason:Pickup card-SF. Process ACH on 03/15-Failed-Reason:Invalid Account Number.
  ************************ said:  pin  edit  remove
  ACH payment from 3-24-23 $ *****.- got returned / NSF -invalid account (edited)
  3/28/2023 12:28 PM
  3 attempts 03/28-Failed-Reason:Pickup card-SF
  Customer did call in again on 03/28 and told ****** that she wanted to try and make the half down payment. Card never went through and ****** was going to talk to the ********************* and call the Customer back.
  03/************* sent an email to Vence to reach out to the Customer about failed payment (ACH).
  03/28-Vence responded that the Customer says her bank says she has the money and can proceed but it still did not work. Maybe a Cashier's check?
  04/04 Comfort Consultant an email informing him that we still had not gotten half down as all her attempts have failed. Per ********** and *** they said to get a Cashier's check by noon Thursday with not just the install balance but the outstanding balance ****** for the duct cleaning from last year that was never paid. This was all included in the email.
  04/06-Vence emailed that ******* has mailed a check in and supplied a copy of it which had not been received here yet. It was a personal check not a cashier check and it did not include the past due balance for the duct cleaning. Since we still had not received a check by noon Thursday we moved the install out a week to make sure the personal check cleared the bank first.
  The ********************* received a personal check in the amount of $16,844.04 on April ***** which was never cashed.  Allred Heating Cooling Electric, LLC Returned personal check to customer at 4/13/2023 3:01 PM
  
  
  ******************* Allred Heating Cooling Electric for services that have been rendered last year 11/16/2022 in the amount of $******.
  *************************
  Office Manager

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November of 2021, we paid Allred Heating and Cooling to install a new HV** unit on our building. We paid $14,210.08 for the unit itself and installation. We began noticing problems with it almost immediately. On 11/30/21 the heat was not working. A technician came out and told us that it had been "installed improperly". He told us that he fixed the wiring and got it running. We didn't notice another problem until air conditioning was needed this summer. We began attempting to resolve the existing issue with the ** not working on 6/28/22. It has taken 7 service calls for them to diagnose the problem. During this time we have had technicians not show up, give us false reasons for the problem, and generally not do anything to fix it. On 7/22/22, we were finally told that the intake manifold underneath the unit was the wrong size, and that they would have to create a new one or find another solution to make the unit fit properly. We were leaving for a vacation out of the country the following Monday, but were told that it would be their first priority to get it fixed while we were gone. We left one of our tenants in charge of the communication and coordination of appointments. To our knowledge, a technician came on Monday 7/25/22. We have no idea what transpired that day, and after that they stopped all communication. Our tenant texted on 7/25/22, 8/1/22 and 8/8/22. He called on 7/24/22, 7/25/22, 7/26/22 and 8/1/22. All attempts at communication went unanswered. During the time that we were gone, there was a heat wave and the internal temperature of the building reached 95 degrees, making it impossible for our tenants to work there. I only became aware of this when I returned from vacation on 8/8/22. This morning, I was told by the installation manager that at some point it had been determined that the unit could not be fixed and that a new unit would need to be ordered. However, the manager that we had been working with had failed to do this.

  

  Business response

  08/12/2022

  Hello, a new unit has been ordered and will be installed as soon as it arrives. We do not have records of that many service calls. After each service call we had some temporary success, which unfortunately did not last. 
  

  
  

  Customer response

  08/12/2022

   
  Complaint: 17694587
  
  I am rejecting this response because: It is an inadequate explanation of what happened. We still don't know why it took so long to diagnose the issue, when it was determined that the current unit couldn't be fixed, and why communication stopped after 7/25/22. We don't know why someone didn't contact us to order a new unit immediately, leaving our tenants to suffer through a heat wave in the building for 2 weeks while we were on vacation. We don't know why multiple requests for assistance during that time were unanswered. It was not until we returned from vacation and demanded to speak with a Manager, ******* (someone we hadn't worked with before) that the we got the above result. The fact that this happened 2+ weeks after we were told that it would be resolved is a significant delay during this hottest part of the year. The fact remains that we paid $14K for a brand-new unit in November, which has never worked to cool our building. And this will have taken over 2 months to resolve by the time it is done. We need your business to take responsibility for the mishandling of this situation and respond appropriately. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially called Green **** to see if it was possible to get an itemized list of what issues they could identify from a bad install of HVAC and AC unit from another company. They stated that there would be a service fee of about $149 plus tax but there would be no problem creating the list for us On November 12, we had a Tech from Green **** come out to inspect and create an itemized list and quote on letterhead of what repairs are needed to correct a previous bad HVAC installation that was not completed. When the Tech arrived I confirmed that I would get an itemized list before I led him down to the unit. He did a lot of work in the time he was here...but I still don't know what was done. The company warranties all labor but if you don't have an itemized list of what was completed... how can you enforce the warranty? On the quote for further repairs, there's vague statements of "Day of Labor $1800.50" and 220 circuit to electric air handler $1000.00, but no mention of the other electrical work or mention on drilling new safety hold down restraints into the concrete that was discussed to be done. For parts they only mentioned Speedy channel and line set, no mention of insulation or UV protection as we discussed.I honestly don't know what they plan to do in the house for $3,993.50. We discussed a lot of items that needed repairs and I want to ensure that the quote encompasses everything we need done. We have sent several emails requesting the list with no response.We have called and received very rude comments from a guy named **** "why do you need that"?.I just want a simple list.. just like you get from any store, auto shop..etc. that itemized what we receive. We have had four HVAC companies in, which had techs who refused to do the work that was promised and didn't bring the parts to be installed. We just want a list of what parts will be used and what work will be performed and so we can check it off as it is completed to ensure all work is done.

  

  Business response

  12/08/2021

  Posting to the wrong company profile bud. 

   

  We are Allred Heating. 

   

  Please remove and post on the correct company.

• Initial Complaint

  09/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Caleb came out to discuss replacing my mobile home electric furnace and outdoor unit. I had Coleman units for mobile homes and that is what I ordered. Caleb did ask me if I wanted to pay a little more for a higher quality. I asked him if I needed the extra. His answer was “No.” so I ordered a furnace and air conditioner. When the installers came, they installed a Goodman heat pump and furnace. The furnace stuck out from the wall and all the pipes were exposed. I let the installers know that wasn’t what I ordered. I called the office, was denied talking to the owner, but was passed off to Michael, a manager. He told me the owner was not willing to install a furnace and air conditioner. Without contacting me, the decision was made to give me Goodman equipment. After some communication, they agreed to remove all the equipment and give me a full refund. This was in June 2021. The earliest they could remove the equipment was September 9th. There has been no effort to correct this situation.

  

  Business response

  09/23/2021

  We have completed the refund as requested by the customer. 

  Customer response

  09/24/2021

  
  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. They responded promptly and went above and beyond to make things right. They removed the equipment, arrived with flowers, a gift bag, a heater to use and a refund check. All is resolved.
  
  Sincerely,
  
  ****** ********

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