ComplaintsforTaylor Heating & A/C Inc

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Furnace/airconditioner stopped working. Called the company and a tech. came out and rewired it so we could at least have heat . He had to order parts (control board and wiring harness). He said it would take about 2 weeks. He called back after about a week and a half saying the parts are in and scheduled a date and time to do the repair. It would cost about $800. ON the day he was to come out I received a call from another person in the company saying the received the wrong part on the day of the repair??????? I found the part on Amazon for $192!!!! To replace the whole unit (because it is 16 yesrs old) it would cos between $8000 and $16000. Searching on ********** they have listed some units ranging between $2500 snf $5000. I think they are anunscrupulous company.

  

  Business response

  08/30/2023

  Mr. Taylor,

  We apologize for the delay in replacing your part timely.  As with any trade or profession, the cost of the part or equipment is only a fraction of the retail price.  As an example, the equipment/part cost is 1/10th of makes up your price.  Things you must factor in when considering hiring a professional: Direct labor costs, indirect labor costs, vehicle and fuel costs, advertising expenses, insurance and benefit premiums, overheads, training costs, procurement costs, etc. I can assure you that our pricing is fair and, in most cases, more favorable than what the market demands.  I hope this helps clear up any confusion or thoughts of ill-will on our behalf.

  Customer response

  08/30/2023

   
  Complaint: 20024037
  
  I am rejecting this response because: I had the work completed by another company for less and they did a great job.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We recently had a new furnace installed. By Taylor heating and air. They installed the furnace and it was working for 4 months. However they never securely connected the intake duct to the new furnace and it became disconnected as their was no secure connection to hold the duct work to the furnance. Since that point in time the furnace has stopped working likely due to getting insulation and dust particles sucked into to due the incomplete installation. That has also caused those same dust and insulation particles to be blown through our house contaminating the air my young children breathe in again due to the incomplete installation. Since bringing this to their attention I have called, emailed and texted with the contractor to at least try to get some type of timeline to resolve the issue and get heat back/air circulation going in our house again.

  Customer response

  04/14/2023

  This has been resolved. Thank you. 
  

  
  

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  BUYER BEWARE. Taylor Heating and Cooling has proven to be absolutely terrible when it comes to servicing our unit. We bought a cooling system from them on May 30, 2019. Unable to repair our unit, the company started ignoring us and becomes unresponsive to our calls. Taylor Heating and Cooling technicians have failed to correct the problem after 4 separate service calls. On two different occasions the Lead Technician worked on the unit, but stopped returning our calls when we reported the unit continues to shut off. Since the Lead Technician had become unresponsive, we contacted the Supervisor for Taylor Heating and Cooling. After looking through the records, the Supervisor announced that if we had done what the first technician suggested, the problem would be fixed. After four separate service calls, this was the first we had heard of a technician suggesting a fix. The only issues we got from the first technician was that a battery in the thermostat needed to be replaced, and he told us the unit was low on coolant. The second technician determined that the unit was not low on coolant. In fact, during the last three service calls, not one person from Taylor Heating could find the problem. We just wanted the unit fixed, so we decided to go ahead and try this new fix the Supervisor suggested. Before setting up a service call, the Supervisor wanted to contact the Lead Technician. I asked the Supervisor to call me back after he spoke with the Lead Technician so we could set up the service call. A month passed with no response from the Supervisor at Taylor Heating, and after several more unresponsive calls, we were informed that the Operations Manager was sent an email informing him of the situation. Two more weeks passed and still no response from the Lead Technician, the Supervisor, or the Operations Manager. If the service call is not an easy fix, they will ignore you until you go away. Dont buy from them or use their repair service.

  Customer response

  01/25/2023

  Response for more information  1/25/2023
  
  5/30/2019   Bought Heat Pump from Taylor Heating and AC:  invoice #******-2
  

  1/24/2022   Invoice for service #********.  Heat Pump not ************************************************************************************** replaced fuse in thermostat inside the house.  He told us the unit was low on coolant.
  

  7/13/2022   Invoice for service #********.  Heat Pump not cooling.
                    Techs name was **************. He tested the unit and found it was not low on coolant.  He identified a green light blinking 4 times inside the unit, which gave him an             indication as to why the unit was shutting off.
  
  7/18/2022 - 7/25/2022
                       The next two service visits were because the unit continued to shut down. The service call was handled by the Lead Tech, ******************  ****** gave us his        business card and told us to call him if we had any more issues with the unit.  Each visit he tried to identify why the unit was shutting off.  I assume he got frustrated and tired of making service calls on our unit, because he stopped returning our calls.

  
  Called Taylor Heating and A/C and asked for the supervisor.  I was connected to ***** who, after looking through my units history, stated that if we had done what the first Tech recommended, the unit would have been fixed by now.  After 4 service calls on our units,this was the first we had heard of anyone offering a fix.  We just wanted the unit to work properly.  But ***** wanted to call and talk to Camyrn first.  I asked ***** to call me back so we could set up a service call.
  ***** never called back to set an appointment.
  

  8/30/2022  Spoke with receptionist, name ****.  She tried to connect me to *****, but no answer. She took a message to have him call me.

  9/1/2022    Spoke with **** again.  Left message for ***** to call me.

  
  10/7/2022   Spoke with ****, but she couldnt tell me anything except the service calls for July were the 15th, 18th,and 25th.  She did say she was sending a message to ***** and including the Operations Manager, **************************  To this date, no one has reached out to rectify the problem with our unit.
  

              This was my last contact I had with Taylor Heating and A/C.

  

  Business response

  03/13/2023

  Hello,

   

  I apologize for the lack of communication on our end.  I am looking at 3 seperate service calls that were run in July of 2022. 

  On July 15, 2022 ************** indicated the following:

  Upon arrival found system calling for cooling. Customer stated he was resetting the indoor unit breakers to reset the system, but that wont reset the condenser. Found condenser in a hard lockout. Reset lockout and checked operations.
  Found system running ideally. Refrigerant temps and pressures were perfect at 10* subcooling. Both coils and filter were clean

  No faults after 30 minutes of runtime.

  On July 18th, 2022 a second technician indicated the following:

  Found system operating with high subcooling and low superheat. Indications of low superheat are restrictions in return lineset, poor airflow, and overcharge. I walked through the house and found vent filters on all registers. After removing vent filters my superheat went from ****. Head pressure remained high and subcooling of 12 was consistent. I removed a few ozs of refrigerant and achieved 10 subcooling. Immediately the house started to cool off much better. This job is complete.

  On July 25th, 2022 the same technician indicated the following:

  Arrived and found system operating in cooling mode and thermostat almost satisfied. Connected gauges to system and found that it was running just as I left it last time with subcooling of 9.5-10 with 20+ delta t. I replaced board, coil sensor, and ambient temp sensor. There seems to be no reason for the ** to go into a lockout.

  It does look like you called in October of 2022, and I assuming you did not recieve a call back, I apologize for that.  Our Service manager will reach out to you today so we can get this resolved.

   

   

  Customer response

  03/19/2023

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

  I am still left wondering why Taylor Heating suddenly stopped responding to my requests for service.  There were 2 messages to Camryn and 3 messages left for *****, who claimed to be the Supervisor, from me between 7/19/22 and 10/7/22 that went unanswered.

  
  That being said, I appreciate the way Taylor Heating has responded.  I received a call from Camryn to set up a time to service the unit.  *********** technicians went right to work to identify issues with the Heat Pump.  They discovered a problem with a part that wasnt working properly.  It will take time to order the part and then install it.  I was happy to see a continuation of diagnosing the problem with the unit.  I feel like we are back on track.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ON SEPT 27TH 2022 I WAS VISITED BY AN EMPLOYEE OF TAYLOR HEATING AND AIR..I COMPLAINED THAT THE FAMILYROOM DOWNSTAIRS WAS NOT RECEIVING THE HEAT.. I HAD PREVIOUSLY PAID THEM ******. PLUS TO INSTALL A NEW HEAT PUMP..FURNACE AND NEW AIRCONDITIONING ****.. THEIR REP CAME TO THE ROOM AND CHECKED ALL THE ***** IN THE CEILING AND STATED THE ONLY WAY TO GET MORE HEAT THERE WAS TO MAKE OT HOTTER ON THE MAIN FLOOR.. I SAID THAT WAS NOT POSSIBLE AS WE COULDNT TAKE MORE HEAT.. I SHOWED HIM THE **** **** BY THE BACK DOOR AND EXPLAINED I WANTED IT GONE AND I STATED IT WAS USELESS.. I WAS TRYING TO EXPLAIN THE ELECTRIC **** I HAD PREVIOUSLY IN A CONDO THAT I REALLY LOVED AND I WANTED THAT.. HE SAID HE WOULD GET ME SOMETHING THAT WOULD WORK AND ASKED ME TO SIGN THE **** FOR $5,000. PLUS DOLLARS.. HE ARRANGED FOR THE INSTALLERS TO PUT IN A **** AND I COULDNT BELIEVE WHAT I SAW!! HE SOLD ME THE SAME **** I HAD THEM TAKE OUT.. I HATE GAS AND WILL NEVER ACCEPT A GAS STOVE FOR THE FEAR OF BLOWING UP..THIS **** JUST DOES NOTHING AND YOU CAN KEEP YOUR HAND ON THE **** ALL DAY AND NEVER GET HURT.. IT COULDNT HEAT EVEN A BATHROOM!! I CALLED THE COMPANY AND TOLD THEM RIGHT AWAY IT WAS USELESS AND I HATE IT. I WROTE TO THE PRESIDENT OF THE COMPANY AND HE REFUSES TO EVEN ACKNOWLEDGE ME..PACIFIC HEATING AND AIR GUARANTEES OR 100% MONEY BACK.. I WISH TAYLOR HAD THE SAME POLICY.. IM 75 YEARS OLD AND THEY CHEATED ME OUT OF MONEY I DIDNT HAVE TO THROW AWAY.

  

  Business response

  10/26/2022

  Hi ******,

  I am sorry that you are not happy with your install.  I can assure you that your satisfaction is our top priority and we will take the necessary steps to make it right for you.  We will reach out to you tomorrow to schedule a site visit.  I'm sure we will be able to come up with a solution that is agreeable to both parties.  

  I apologize that I was not able to respond sooner.  This is the first time I am hearing of your concerns.

  Should you have any additional questions or concerns please call me at the office and I will be happy to assist you.

  Sincerely ************************* - GM

   

   

  Customer response

  10/26/2022

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

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A new 96% AFUE furnace was installed in December of 2021. The vent they installed is too close to one of the exhaust vents and my son and daughter are complaining of exhaust fume odor. Even the salesperson indicated that the location of the vent is a clear violation of the code. However, the office manager insisted that everything should be in compliance with the city code and wanted an inspection done first. So we had a mechanical inspection done on 6/2/2022 by the city and there were 4 separate items that the inspector noted that were not compliant with the city code. I've been trying to get Taylor Heating to fix this issue since February and have called them more than 20 times. Each time I call, they promised that something would be done but never follow through on their promises and I have to call them back again just to hear the same story again. This company's lack of responsiveness and customer service after they get paid is unbelievable. Stay away from this company unless you like calling for the same issue over and over again.

  

  Business response

  06/20/2022

  It looks as though we took too long to get this rectified. We don't go off of a Salesman's word for what does or does not meet code, which is why we waited for the inspection to get done. However, after that we should have moved a little quicker. We will be getting this taken care of this week for the customer.

  Customer response

  06/21/2022

   
  Complaint: 17444881
  
  I am rejecting this response because:

  
  I've been burned by this company too many times in the last 5 months to accept their solution before it's actually done. They never call back after making promises and that's why I had to call them over 20 times. I think it's a huge red flag for this company if they don't trust their sales reps to deliver the correct information about city codes when installing furnaces. The installer that installed my furnace definitely didn't know the code and that's why I am in this situation. So if the salesperson doesn't know the code and the installer doesn't know the code, are they just relying on trial and error to be compliant with the city code? Also, when they first installed the furnace, they didn't even bother to check the filter size. How can I trust such a company with my annual checkup? Are they going to bring the wrong filter size again and just take it back because I am pretty certain that they still don't know my air filter size. I'm not satisfied at all and still very upset about the amount of time i had spend to rectify their mistakes.
  
  Sincerely,
  
  *****************
  
  Sincerely,
  
  *****************

  

  Business response

  07/26/2022

  These issues were taken care of 6/23/22. Thank you.

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Taylor to instal a new furnace in January of this year. I recieved a quote of $5400. with the ensurance that this would be the total ammount, nothing else will be added. After instal I had a skilled contractor go through the house to ready it to go on the market. The contractor noted that the furnace was not hard wired and would not pass inspection. IT IS NOT UP TO CODE. When I call Taylor to point out the problem, I was told they ASSUME the previous install is to code and just do it the same way. If I want it to code it will be another $1100. I stated that codes change all the time and the reason I need a new furnace is because the old one is DECADES old. You don't ensure YOUR install meets current codes? He replied "no we assume it is already to code. You will need to pay $1100. to fix the electrical issue". I am amazed that this huge heating company, that can easily set up their own financing to take my money, can't assure their work meets current codes. That should be a given, I should not be in this situation.

  

  Business response

  04/28/2022

  We gave the customer a quote to replace her furnace. We did not give her a quote to do any electrical work (initially) for her. When we were installing the new furnace, we didn't like how the wiring feeding the furnace was done so we (spur of the moment) were able to pull an Electrician off another job to come over to this customer's job to replace the whip for the furnace. The Electrician we sent noticed the customer has a lot more ************************ issues along that circuit, and he provided her a quote to get that electrical work done. That is not part of the furnace job. 

  Where we did fall down is the condensate drain line. Our guys did not notice where the line was terminating when we initially did the bid, but once we were notified of the problem we came out and fixed it immediately under warranty (no charge).

   

  If there is anything else you need form us, please let us know. Thank you.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10/11/2021 Taylor Heating charged me for a service visit to address a leaking HVAC system. Was given an estimate and list of repairs needed to correct the leak. Came back to complete repairs. After repairs were completed the technician stated that the entire HVAC system should be replaced. Had 3 other HVAC companies come out and not one charged me for the service call. Each one stated that the system should be replaced. Each one also stated by no means would they have moved forward with a repair without notifying me that the system should be replaced first. It was dishonest to charge for a repair and then tell the customer afterwards what really needs to happen. My complaint is that if the system needed replacing why did they not tell me this in the first service call if they charge me for service? Secondly, why did they come out and make costly repairs only to tell me the HVAC system needed replacing after the repairs? When I called the company to question there service process. I was told that they were standing behind their process and charges. But, that they could compensate me by giving me free air filters. They installed equipment I did not need and did not use, knowing very well that I needed a new system all together. This is not an honest means of doing business and honoring customers by charging them for services they did not need, when in truth they needed much more. I have called this company and left messages for the owner to call me back. The only person who continues to call me is the same general manager. I have also emailed this GM and asked to speak to his boss or manager without any response, except that I can get my free air filters as compensation for their bad business.

  

  Business response

  11/19/2021

  Hey ****,
  
  Sorry for the delayed response, but we’ve been slammed busy with the general increase in demand for HVAC and Electrical services compounded with the supply chain issues around the globe. I did read through the email thread, I’ve looked over your job in our system, and I also read through the Better Business Bureau message you sent the other day.
  
  I’ll start by saying that no one took advantage of you, nor did anyone try to take advantage of you. That’s not the type of company we are, and we wouldn’t have a 35+ year track record if we were.
  
  ********* *********** called us out to your property to look over your system to make sure everything was working properly after a water leak. When we are dispatched on a call like this, we are not trying to sell a new system. We are trying to determine what the best course of action is for the specific reason the restoration company has called us out for. Camryn did just that when he quoted you a condensate pump and some new tubing for the drain. He was actually following my guidance that I give all of our techs to make sure they are not being “pushy salesmen” just trying to get system replacements.
  
  After Camryn installed the pump and drain line tubing, he fired up your system to ensure it was working properly. At that time, he noticed your outdoor unit was giving indications of having a low charge as well as the fact that it is a unit that uses refrigerant that the EPA no longer allows the industry to manufacture and/or sell. When he mentioned you could use a new system, it was due to the age and condition of the system after firing it up.
  
  In reviewing your file, I do notice where Camryn slipped up. He forgot to put the discount on your new system quote for the condensate pump. He should have had a discount on that quote for $522.50. We would not expect you to pay for a new condensate pump, and then have us install a new system a week later without crediting you back for the repairs.
  
  Nick didn’t offer you filters as a consolation prize. He offered them to you because that’s the kind of company we are. We certainly didn’t have to offer anything as this is a pretty cut and dry scenario where you signed a quote for us to do some work, and we did the work just as we said we would. Your feelings towards our approach or the way our technician went about it is irrelevant to the scenario. I only say that because I want to emphasize that we wouldn’t hand out filters to a customer due to us “screwing up”. When we screw up, we take ownership of the issue, and we fix the issue. We don’t try to push things under the run by handing out filters. That’s one of the reasons why our 20,000+ customer base loves us so much; we own up to any mistakes we make, and we make them right.
  
  The other three companies you had come out to give you quotes to replace your system did not charge you, because they were coming to give you a quote. We also give free quotes, but in this scenario, we were called out to do an inspection. We charged $59.99+tax for that, and I can assure you that’s the lowest diagnostic/inspection fee in the industry.
  
  Ironically, on your project our company didn’t make any profit. Between the two trips to your property, we have roughly 3-3.5 hours into the job. Collecting $500-$600 on a job that we spend 3+ hours on and buy material/parts for doesn’t pencil out. If we were only concerned about the bottom line, we would much prefer to sell that customer a new system.
  
  I hope this helps you understand our process a little better. If you would like to chat more about this, please feel free to give me a call this afternoon. I have a meeting from 1PM-3PM, but I should be free after that.
  
  Thanks,

  Travis

  Customer response

  11/19/2021

  
  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. 

   

  Mr. Travis Gordon was a stand up guy and was easy to work with to resolve my concerns. Taylor Heating is a great company to work with.
  
  Sincerely,
  
  **** ******

*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. ↩