Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/27/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Purchase our house brand new in August of 2022.Night of March 2nd our heat pump made a loud bang and then followed by a whistle sound. **** sent a technician out to diagnose problem and found that the fan balances had broken apart inside the unit causing large amounts of damage to the unit. Technician lead us to believe it was a defective machine. Instead of replacing the machine which needs new thermostat, coils, fan blades, and 7 lbs of Freon. They are charging me over $3,000 to rebuild the machine. After speaking with multiple other companys they say this should be a warranty defect and a new one should be installed.
Business response
03/29/2024
We are writing in response to Complaint ID ********. It is our understanding that this matter has been resolved through our offer to replace the unit at no cost to you, the customer. We take pride in ensuring our equipment and installations meet your expectations. This commitment is backed by a 100% satisfaction guarantee from the equipment manufacturer, ******. We are happy to extend this guarantee to you.
Upon reviewing the initial service call, it was determined that ************** abided by established protocols under the circumstances,especially considering that the unit was beyond its standard 1-year warranty. However,we acknowledge that the performance of your unit did not meet the high standards we set for our equipment and installations. We understand that ************** should have taken the matter to our management team to discuss and prevent any inconvenience to you.
We believe that replacing the unit at no cost is in line with our company's values, and that its the right thing to do. Additionally,we will be replacing the thermistors on the hot water heater at no charge.Ensuring your satisfaction and trust in our services is of high importance to us. Thank you for allowing us the opportunity to resolve this matter and for being a valued customer of our business.Initial Complaint
07/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased an air conditioner with them 2 years back. This is a Daikin mini ductless AC. The person who gave me a quote suggested me to buy this. Now every single year (especially when I need it the most during summer), Im having water drip out inside my home. This product is covered in warranty and this company delays a lot for coming and checking and I need to sleep in the heat. This is very unfortunate. Every time I complain, they take one month to come and check the issue. And if I call someone outside, they are asking me for more money to inspect the issue.Business response
07/15/2022
Thank you for bringing **************** concerns to our attention as we have not had this conversation with him.
After careful review of his homes file, we have found the following to be true. On 9/10/2020 Bobs Heating and Air installed a single head Daiken mini split unit in **************** master bedroom to work with his whole home furnace which Bobs did not install. Mr. ***** called Bobs on 8/30/2021 at 9:27 am regarding his mini split leaking water, he had the temperature set at 68. We responded with a technician at his home the following morning at 11:00am. We found the condensate drain was plugged causing the water to overflow. Once the clog was cleared, the condensation water flowed as it was designed to in the drain.
It is our understanding Mr. ***** has run this unit for almost a year without issues, until this recent matter. It is also true our schedule is full due to the recent heat wave we have experienced. This is unfortunate for everyone involved as it is not in our business practice to have homeowners wait for service that they have come to depend on from ***** Heating, as stated in our response time last year. However, we are working hard to overcome these challenges.
We scheduled a Service Technician and a Field Manager to return to **************** home on 7/14/2022. Upon further inspection it was found Bobs had initially installed the condensate drain under the *** pipe to where there was not enough slope. This was corrected giving 4 inches of slope. The system is draining properly with no issues at this time. Prior to installation of this equipment in **************** Townhome, he was given the option to install a condensate pump to help with the condensate drainage. Mr. ***** declined to have this installed. On this most recent visit we gave Mr.***** the option to install a condensate pump at no charge. Mr. ***** declined again due to noise they create. The field manager explained to him if there are any further issues, we will have to install a condensate pump. Mr. ***** understands and will call us directly if there is another issue.We believe this issue has been mitigated and are thankful for for the opportunity to have corrected it.
Customer response
07/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, the business provided a statement. They fixed the problem now. But I want to make sure they said things right. I didnt decline an option to install a condensation pump. I was not provided with that option at all initially. On 7/14/2022, when the person came to check, he presented me with that option and I said very clearly that if thats the last option, lets go with it. But the technician was able to correct it without the need for a condensation pump. The technician who came to my house was really thorough and good to explain everything. But what they have written as a response is indicating as if a solution was provided earlier and I declined which is false.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.