Complaints

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• Initial Complaint

  Date:05/20/2025

  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.

  Eagle Air was recommended by my home warranty, ********************. They replaced 2 full ************ (furnaces and A/C) in my home. Total cost $15K+Unbeknownst to me they did not replace the original copper lines. Replacement is standard when putting in a new unit as old lines are prone to leak. Per the installation manuals from the manufacturer, these lines are not the correct size for either of the units. I had an independent, licensed **** repair company out to confirm this as well.When this was brought to Eagle's attention, ***** said "We don't know if that's true. People lie about our work all the time." When I spoke to ****, sent him images in email, he said "Don't worry about it." We scheduled an appointment in 5 days them to come assess the issues. I took off work for the day to wait 10-2p. At 1:25 I called to check in. ***** told me they were not coming. That they had cancelled the visit as I didn't want to pay the $149 travel fee (as these issues were part of their initial install) and that they didn't like the way I treated them. I was also not allowed to speak with ****.They are refusing further communication and are not accountable for their own work. They knowingly installed this not to manufacture's speculations. This choice creates ongoing problems with the unit. As a customer and not an HVAC tech, I never would have identified this incorrect install without a 3rd party.

  

  Business Response

  Date: 06/16/2025

  Installation contract signed August, 23rd. 2023 through her warranty company. On May 16th, *************************** requesting service (in the contract she signed it states there is a 90 day labor warranty which has now been expired and she is no longer apart of her warranty company that originally contracted us to her property.) We informed the customer that she will need to pay a trip charge for us to come out and take a look at her concerns. Customer refused to pay.

  As far as the copper lines, within the terms of the contract that she signed, it did not say anything about replacing the copper lines. The contract stated the equipment will be replaced as well as all the main equipment.

  Before the installation day our technician showed the customer that the copper lines from the 2nd floor to the outdoor unit could not be replaced because they are buried within the structure of her home, customer agreed verbally with our technician. We explained to the customer that the only way we could replace her copper lines we would need to rip her whole home apart and because she has a finished home, she did not want to do that. 

   We would have been happy to oblige the customer and supply her with service, but as stated above she refused to pay us to come out, after almost 2 years since original service.