Complaints

This profile includes complaints for 1st Choice Heating & Cooling's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  1st Choice Heating & Cooling

  S82W19246 Apollo Drive, Unit B Muskego, WI 53150

  
• 

  1st Choice Heating & Cooling

  S30W24698 Sunset Dr Waukesha, WI 53189-7010

  

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:07/24/2024

  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.

  We purchased a furnace and air conditioner in January of 2022. The compressor on our air conditioner failed in July 2024. 1st Choice has fought tooth and nail ever since January 2022 when they installed and charged for a thermostat that was not agreed to, and did not work correctly. 1st Choice locked the thermostat with a dealer code so changing the configuration on the thermostat required a service visit ($$). When they found out I took down their thermostat and installed a different unit they threatened to revoke the 10 year parts and labor warranty on all of our equipment.When our air conditioner compressor failed, I was very hesitant to 1st Choice because of previous interactions with start and ownership. We had another company come out and diagnose the problem. The other company had no problem looking up the parts warranty on the product. Afterwards we reluctantly contacted 1st Choice to see if they would honor their contractual warranty, in which they refused, and adolescently told us to go with the company that was able to communicate with the manufacturer to validate parts warranty The staff and owner are abrasive to deal with and immature. They have no ill feelings about taking advantage of their customer base. We are seeking restitution for the labor we now need to pay another company to perform the swap of the defective compressor.Thank you for taking the time to review. We don't want another family to have the same experience we are facing.

  

  Business Response

  Date: 07/28/2024

  We regret to hear about ****************** dissatisfaction with our services. However, this complaint is the first instance that management has been made aware of the issue. There have been no previous discussions or communications, written or otherwise, with upper management regarding this matter.
  

  Upon a thorough review of our records, we found detailed notes from a service call on August 22, 2022. At no point did our company forcibly install a thermostat at ****************** expense. It is standard practice for all our full system packages to include a new thermostat. Our records do not indicate anything unusual about the installation.
  

  The timeline of services provided to **************** is as follows:
  * January 24, 2022: Contracted to install a full heating and cooling system.
  * March 1, 2022: Completed the outdoor unit installation.
  * June 1, 2022: A technician performed the air conditioning charge setup.
  * July 17, 2022: Responded to a no-cooling call, but no one was home despite three separate call attempts to contact the customer.
  * August 22, 2022: Dispatched a technician for a noise complaint. The technician discovered that the homeowner had tampered with the system, including the installation of their own **** thermostat, which was done in a manner that caused issues with the circuit board and outdoor unit operation. Upon our technician discussing this matter with the homeowner, it was discovered that the homeowner was dissatisfaction with the thermostat provided in our system package and replaced it themselves. The technician was also met with hostility and argument from the homeowner for simply performing his duty to bring such matters to their attention. It is important to note that the installer access code on our thermostat cannot be changed and is not meant to be used by homeowners per the manufacturer.  The settings in the installer side should only be accessed by qualified technicians.  NOTE:  The technician has video evidence to support the misconfiguration of the **** thermostat including the audio of the chattering cooling relay.
  

  Since the installation, there have been no records of system maintenance performed by our company or any other company known to us.
  

  On July 23, 2024, we dispatched a technician to address a reported compressor failure. The technician confirmed the compressor failure and documented the condition of the system, noting that the condenser coil was severely clogged with cottonwood and debris due to a lack of maintenance over two seasons, which likely contributed to the compressor failure. The thermostat issue *** have also played a role. Despite these issues, our company expressed willingness to attempt a warranty claim if the homeowner could provide maintenance records. No decision was made during the technician's visit. Note: I was able to attach a photo of the dirty coil for your reference.
  

  Subsequently, the homeowner contacted our office demanding that we cover the labor costs for the system repair. Our customer service representative requested documentation of routine maintenance from the past year to process the warranty claim. The homeowner responded with hostility and terminated the call abruptly. No further communication ensued.
  

  We concur with ****************** decision to seek services elsewhere, as it appears we are not a suitable fit for her needs. While any Allied Air contractor could process her warranty claim, many manufacturers, including ours, require maintenance records before doing so. This practice is becoming more common and is necessary for warranty validation.
  

  In a comparable scenario, if a new car owner tampered with the throttle control and neglected maintenance, causing the engine to fail, the manufacturer would not be obligated to honor the warranty. Similarly, 1st Choice Heating & Cooling and the manufacturer should not be held responsible for issues arising from tampering or neglect.
  

  We are sorry for the inconvenience **************** has experienced; however, we will not be issuing a refund.

  Customer Answer

  Date: 07/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. In addition to our bolded rebuttals below, we have received confirmation from two HVAC specialists that the condition of the compressor along with the **** was not the cause of the failure. The technician who performed the replacement stated the failure was most likely due to improper install by First Choice. 
  

  We regret to hear about ****************** dissatisfaction with our services. However, this complaint is the first instance that management has been made aware of the issue. There have been no previous discussions or communications, written or otherwise, with upper management regarding this matter.    ****We did not reach out to upper management due to negative interactions we have had in the past along with negative feedback we have heard from other reputable companies. Additionally, the customer service rep advised they were not willing to warranty our defective product or labor. The customer service rep advised us that the owner requested any further communication to be done so in writing, and then we were hung up on. We chose to work directly with Better Business Bureau to advocate for us because First Choice does not seem to have the interests of the consumer in mind. We consider this communication to be our notification in writing****

  
  Upon a thorough review of our records, we found detailed notes from a service call on August 22, 2022. At no point did our company forcibly install a thermostat at ****************** expense. It is standard practice for all our full system packages to include a new thermostat. Our records do not indicate anything unusual about the installation. ****During the sales visit, our salesman *** asked if we would like a Honeywell thermostat installed along with the Furnace and Air Conditioner, we denied this product and stated we wished to keep our already installed Nest****

  
  The timeline of services provided to **************** is as follows:
  * January 24, 2022: Contracted to install a full heating and cooling system.
  * March 1, 2022: Completed the outdoor unit installation.
  * June 1, 2022: A technician performed the air conditioning charge setup.
  * July 17, 2022: Responded to a no-cooling call, but no one was home despite three separate call attempts to contact the customer.  ************* is inaccurate****
  * August 22, 2022: Dispatched a technician for a noise complaint. The technician discovered that the homeowner had tampered with the system, including the installation of their own **** thermostat, which was done in a manner that caused issues with the circuit board and outdoor unit operation. Upon our technician discussing this matter with the homeowner, it was discovered that the homeowner was dissatisfaction with the thermostat provided in our system package and replaced it themselves. The technician was also met with hostility and argument from the homeowner for simply performing his duty to bring such matters to their attention. It is important to note that the installer access code on our thermostat cannot be changed and is not meant to be used by homeowners per the manufacturer.  The settings in the installer side should only be accessed by qualified technicians.  NOTE:  The technician has video evidence to support the misconfiguration of the **** thermostat including the audio of the chattering cooling relay.  ****The technician did not provide any diagnosis that the Nest thermostat was installed incorrectly. Given the Federal ************************* Act, the consumer is allowed to install 3rd party accessories without infringement of contractual warranties, unless the issuer of the warranty can provide physical proof that the 3rd party accessory caused the failure. In this case no proof has been provided. Additionally, I believe that asking questions in regards to the technicians duties does not constitute as hostility. The thermostat installed by First Choice was not operating as designed and technical support from Honeywell was reached out to in regards to the erratic behavior of the installed thermostat with no resolution.***
  
  Since the installation, there have been no records of system maintenance performed by our company or any other company known to us. ***Please provide maintenance tasks that would have resulted in the system not failing. Per the contacts we have discussed matters with, no amount of maintenance would have prevented the compressor from failing.***
  
  On July 23, 2024, we dispatched a technician to address a reported compressor failure. The technician confirmed the compressor failure and documented the condition of the system, noting that the condenser coil was severely clogged with cottonwood and debris due to a lack of maintenance over two seasons, which likely contributed to the compressor failure. The thermostat issue *** have also played a role. Despite these issues, our company expressed willingness to attempt a warranty claim if the homeowner could provide maintenance records. No decision was made during the technician's visit. Note: I was able to attach a photo of the dirty coil for your reference.  ****The company that completed the warranty and labor that First Choice was not willing to perform, confirmed the coil was not dirty enough to cause compressor failure****
  
  Subsequently, the homeowner contacted our office demanding that we cover the labor costs for the system repair. Our customer service representative requested documentation of routine maintenance from the past year to process the warranty claim. The homeowner responded with hostility and terminated the call abruptly. No further communication ensued. ***On July 23rd, we were advised our equipment qualified for manufacture and labor warranty repair***
  
  We concur with ****************** decision to seek services elsewhere, as it appears we are not a suitable fit for her needs. While any Allied Air contractor could process her warranty claim, many manufacturers, including ours, require maintenance records before doing so. This practice is becoming more common and is necessary for warranty validation. ***The company we went with had absolutely no issues at all obtaining a warranty replacement. First Choice does not stand behind their product or their install***
  
  In a comparable scenario, if a new car owner tampered with the throttle control and neglected maintenance, causing the engine to fail, the manufacturer would not be obligated to honor the warranty. Similarly, 1st Choice Heating & Cooling and the manufacturer should not be held responsible for issues arising from tampering or neglect.
  
  We are sorry for the inconvenience **************** has experienced; however, we will not be issuing a refund.

  
  
  

• Initial Complaint

  Date:05/28/2024

  Type:Sales and Advertising 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 a new A/C unit from 1st Choice just 2 years and 11 months ago. The A/C unit is under a 10 year manufacturer warranty and the labor warranty expired after 1 year. My issue is concerning excessive labor fees for repairs that involve parts covered under manufacture warranty. The condensor fan motor broke, the part is covered under warranty, but I had to pay for the labor for the repair. I paid $166. 96 for a trip/diagnostics fee, and then an additional $651.00 in labor and fees. The repair took a total of 35 minutes to complete. The repair was completed on 5/28/2024. $817.96 for a 35 minute repair seems excessive. I understand that the labor fee includes processing and filing fees. The company was unable to explain how much of the $651 labor fee for 35 minutes was attributed to labor vs. fees. The initial labor fee estimate was $985.30 in addition to the $166.96 trip/diagnostic fee. I spoke to the Service Manager, ******, who was able to lower the labor to $651 but only after I signed up for their monthly maintenance membership program for $24 per month.

  

  Business Response

  Date: 05/30/2024

  To Whom It May ***************** addressing the complaint submitted by the complainant, I would like to highlight several important points regarding the maintenance and service history of the installed unit.
  
  Firstly, it is crucial to note that since the installation over two years ago, no maintenance has been performed on the machine. Annual maintenance is a requirement stipulated by the manufacturer. Our records indicate that First Choice Heating & Cooling LLC contacted the complainant at least twice to remind her of this requirement and the importance of adhering to the manufacturers maintenance schedule.
  
  Had maintenance been conducted, our technicians might have identified any potential issues, such as a failing motor, during the first year. This would have allowed us to process a claim for parts and labor within the warranty period. The failure of a condenser fan motor within such a short time frame is highly unusual and is typically attributable to external factors like power surges or brownouts. However, determining the exact cause is challenging without the annual maintenance that was not performed.
  
  Despite the lack of maintenance, First Choice Heating &Cooling LLC proactively pursued a warranty claim for the part, assuming the risk of it being denied due to non-compliance with maintenance requirements.
  
  Regarding the concern about "labor charges," our company does not charge by the hour or for labor separately. We operate on a flat-rate pricing model determined by regional rates through a computer system.Our technicians do not have the authority to alter pricing in the field. The complainant was provided with a fixed price for ordering the motor, returning to the home, and replacing the necessary component. The complainant disagreed with the price, declined the estimate, and subsequently lodged a complaint with our office.
  
  In a conversation with our service manager, we offered the complainant a significant discount in good faith, acknowledging that we installed her system. This offer included a membership subscription with benefits such as a furnace tune-up in fall/winter and an AC tune-up the following year to ensure compliance with annual maintenance intervals and monitor for any potential environmental issues affecting the condenser fan motor.
  
  The complainant accepted this offer, which she stated matched another contractors pricing. Although we could not verify this claim,we took her statement in good faith.
  
  I believe First Choice Heating & Cooling LLC has done everything we can do to accommodate this complainant at this point.
  
  Unfortunately, it has become evident that the complainant may not be acting in good faith and remains dissatisfied with the resolution.We regret that we are unable to provide further discounts. Our pricing structure is necessary for sustaining our business operations, and it may not be suitable for every customer.
  
  As a result, we have canceled the club membership and decided to terminate our business relationship with the complainant. We apologize for any inconvenience this decision may cause and genuinely wished for a more positive outcome. However, we cannot agree to a full refund.
  
  Lastly, I can confirm that our technician was actually on-site for 1 hour and 3 minutes, with an additional 15 minutes of drive time which is contrary to the 35-minute total in the initial complaint.
  
  Sincerely,
  *******************
  General Manager
  First Choice Heating & Cooling LLC

  Customer Answer

  Date: 05/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  No offer was received. For clarification, I did not ask for a full refund, just a billing adjustment to reflect a fair amount of labor for a service that took one hour or less. While I initially accepted the "discount" provided by the service manager, the discount price is still far more than what would have been paid out of pocket by not using the warranty and is not in line with other contractors. Local competitors have provided me with the following information:

  -Energy ******* Systems - would have charged about 1/4 of the labor fee that 1st choice charged and further explained that no maintenance would have prevented this issue from occurring.

  -Countryside Heating and Cooling - their price for the part and labor would be far less than what 1st choice charged for just labor.

  Regardless if annual maintenance is performed or not, $650 for a service that took one hour or less is excessive. The company is price gouging customers and up charging their labor fees specifically in situations when the parts are covered under warranty.
  

  I've been a customer for over 10 years and never encounter a problem until I tried to use the warranty. In fact, one of your service technicians who did a furnace repair for me in the last few years stated that annual maintenance is not necessary. I appreciate the cancellation of the monthly membership. Will I be reimbursed for the $20 membership fee I already paid? Can the labor be adjusted to a more reasonable cost?
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 05/31/2024

  Upon reviewing the actual recorded call log of the conversation between the complainant and our service manager, it has been confirmed that our service manager did offer a reduced price for the service. Additionally, it was discovered that the complainants pricing comparison was based on her purchasing the part independently and having a friend in the business install it for her.
  
  As stated in my initial response, our company does not charge by the hour; we charge by the repair. There is no breakout of parts and labor; instead, our pricing is set by a flat rate based on regional averages and MSRP.
  
  While our pricing structure may not suit everyone, the complainant agreed to the pricing prior to the dispatch of our technician, as evidenced by the attached documentation to this case.
  
  All work was completed in good faith by First Choice Heating & Cooling LLC. We do not set our pricing based on other companies and will not comment on their pricing structures, as we are not privy to their operational details.
  
  Regarding the comment about not needing service, our technician recommended that the complainant should have annual maintenance. The complainant has only been a customer since 2021, not for 10 years. It is possible the complainant is confusing our company with another they have dealt with in the past. Our technicians would never state that maintenance isnt required on an annual basis. This is why we attempted to contact the complainant twice in the two years since the installation.
  
  We will be promptly refunding the $20 charge for the canceled membership but will not be making any further adjustments.
  

  Customer Answer

  Date: 05/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  

  I am not confused and have been a customer for over ******************************************************** your database youd see I once had a property at **************************************. I had a furnace installed by your company at that house and some repairs completed. I continued to use your company when I move to my current home in 2021. In the recorded call did you hear your service manager lie about the cost without warranty? she claimed it would be $2,500, which is a blatant lie.

  I am not satisfied with this result and will pursue a price gouging complaint with the ** consumer protection agency.
  
  Regards,
  
  ***************************