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BBB Accredited Business since
Phone: (210) 599-1200 Fax: (210) 599-1204 6345 Walzem Rd, Windcrest, TX 78239
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A BBB Accredited Business since
BBB has determined that TEX-PERTS Cooling & Heating meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for TEX-PERTS Cooling & Heating include:
- Length of time business has been operating
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Texas Department of Licensing & Regulation
920 Colorado St, Austin TX 78701
Phone Number: (800) 803-9202
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Craig Tuffelmire, Owner Ms. Dina Tuffelmire, Owner
Air Conditioning Contractors & Systems Heat Pumps Heating Contractors Contractor - Spray Foam Insulation Heating & Air Conditioning Air conditioning & Heating Contractors - Residential Air conditioning & Heating Contractors - Commercial Air Conditioning Repair Air Conditioning Systems - Cleaning Heating Equipment & Systems Cleaning & Repair
Alternate Business NamesTuffelmire Enterprises LLC
Industry TipsAir conditioning repair tips Tips for hiring a contractor
6345 Walzem Rd
Windcrest, TX 78239 (210) 599-1200 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: Tex-perts was hired to diagnose a problem with my AC which at the time was 5-6 years old. Their diagnosis was that it was low on refrigerant, however they could not find any leaks, and proceeded to add 4 pounds of refrigerant which at the time corrected my problem however the tech attempted to sell me a complete new system at ~$8000-$9000. I also purchased a service contract at that time. 8-10 months later the same thing happens with a different tech, who also couldn't find any leaks but again, added 1 pound of refrigerant and also advised that a new system is needed. I deferred to get a second opinion and when the tech from ***** Heating and Air came out, he diagnosed my problem as my system was over charged with almost exactly the same amount of refrigerant that Tex-perts added and proceeded to remove 5 pounds of refrigerant. My system now works without a single issue. I have called and talked to ******, who is the service manager, and *****, who is the owner, at Tex-Perts who said they try to resolve the issue but has since stopped returning my calls or emails.
Desired Settlement: I want a refund of the refrigerant and also the service contract. I have attempted to work with the owner and service manager but they apparently think if they ignore me long enough I will go away.
Business Response: On 12-28-12 the customer called about his unit not working. The unit was found to be low on refrigerant. At this time the electronic leak detectors to find r410-a leaks were not as advanced as they are now and the exact leak was not found. On 3-13-15 we were again called out about the unit not working properly. Again refrigerant was added, we found oil leaking at the system but the leak detector could not pinpoint the exact location of the leak. On 4-26-16 we were called out again about the unit not working. The outdoor compressor was overheated and locked out. No refrigerant was added at this time. If the unit had been drastically overcharged as stated by the homeowner the unit would not have worked for over a year without a service call. Both myself the owner and my service manager have spoken with the customer several times. We have also sent him emails offering to come out at no charge and verify his accusations which he has declined to do. We are not simply waiting for him to go away. We offered a reasonable solution to his accusation which he has refused to let us come out to ensure this is not a case of fraud. We told him if a technician had made a mistake we would compensate him but I refuse to just refund money based upon the circumstance.
A. There has NEVER been an offer to come out to look at my system. B. There have been repeated attempts by myself to contact both the service manager (******) AND the owner (*****) and I have not received any emails or return calls. Which is the reason for my contacting the BBB. I had no other recourse because they were ignoring my attempts to resolve this. C. I had an independent objective service provider come out and diagnose my system. The only problem found was that my system was over charged by almost the exact amount of refrigerant Tex-Perts added. Why on earth would I trust someone from this company to come out and assess the situation when my trust with them is no longer there? D. I provided them with documentation regarding that service as they requested and I have been prompt in my responses to them whereas they have not. The only way this complaint will be resolved is for them to make it right.
My response is that we have stated several times that I would be willing to send my service manager to double check all of the work performed in the past. This is in writing in my original response as well as several phone calls and emails to the customer. The service ticket provided by the other company does not contain all of the readings that it should and therefore is not helpful. If the customer does not have my service manager look at the system there will be no refund it is company policy as stated.
Problems with Product/Service
Read Complaint Details
Complaint: ***** ********** explained to us that his office would file the rebate of $350.00 to ********** Electric. We had heat pump and a/c installed August 24, 2015. We called the office on September 29, 2015 as no rebate was on our electric bill. Spoke with ***** in office of Tex-pert and she had never filed any paperwork. We asked that ***** call us to hopefully get this issue resolved and he did not return phone call. Called office several times to get this issue resolved and this did not happen. ***** did try to file this with ********** and they stated the funds had run out by Sept 15, 2015. ***** told us that ***** never gave her the paperwork to file. We also spoke with ****** in the office and he stated he would stay on top of this. We have yet to hear from anyone or a rebate check of $350.00. ***** also attempted to install a 10 amp breaker for a 15 amp heat pump that we paid for, but did correct it after we refused to have it installed.
Desired Settlement: Would like a refund of $350.00 and also an apology from ***** that he did not keep his word.
Business Response: The rebate paperwork was filed within the guidelines of the customers utility company. If the utility company changes or modifies the program the issue is with them not TEX-PERTS. The issue with the breaker was false. The homeowner originally had electric heat only and therefore had a 15 kw electric heat strip. We converted the unit to a heat pump system, this changed the needs for heating to a 10 kw heat strip. I spoke with the homeowner about this the day the install was done. He did not think his wife would accept that amount of heat. I agreed to change it to a larger heat strip and the work was completed as agreed upon. The customers have my cell phone number and have not contacted me at all. Both of the home owners have been verbally abusive with my employees on more than one occasion. I consider the utility rebate to be just that a rebate from their utility company.