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Business Profile

Heating and Air Conditioning

Phoenix HVAC
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

This profile includes complaints for Phoenix HVAC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Phoenix HVAC has 2 locations, listed below.

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    • Phoenix HVAC

      1051 Rohlwing Road Rolling Meadows, IL 60008

      BBB accredited business seal

    • Phoenix HVAC

      1051 Rohlwing Rd Ste A Rolling Meadows, IL 60008-1051

      BBB accredited business seal

    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/06/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 left a one star review for this business on ****** for their lack of professionalism in handling s complaint we had about our Phoenix installed HVAC system. Our AC unit is too small for our home and we wanted to work with Phoenix to come to some sort of solution. The unprofessional responses from Phoenix lead us to leave a one star review. The company responded by publishing our home address on ******. This practice is wholly inappropriate, dangerous, and illegal retaliation.

      Business Response

      Date: 07/22/2024

      We received this 1-star review 4 years after the installation.  There was never a complaint up until now with the customer.  The customer was educated on why we did not go with a bigger unit.  The customer is claiming that their home is 2700 square feet, and you can see by the attachment that the home is only 1335 square feet.  We did edit and remove the address off of our response immediately when the customer requested it.  We did supply the customer with many responses via email and phone call, however, they kept on insisting for a bigger unit.  If the basement has been finished since the time of our installation, then yes, a bigger unit would be needed. We also offered to the customer to come out to do another consultation for potential upgrades and the customer never responded to that request/offer.

    • Initial Complaint

      Date:11/22/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This company installed a new boiler in my multi unit building in December 2021. On October 28th I informed them that the boiler had stopped working. ****************** said that it was a major problem that should be covered by the warranty. They agreed and then told me it would take two weeks for the part to be delivered. It wasnt too cold yet so I said okay. After two weeks they said they didnt know how much longer or where the part was. I was angry but they assured me it would be done the weekend before Thanksgiving. It didnt happen. I call every day and get no help. Its now Wednesday 11/22 and nothing. The 5 day forecast has below freezing temperatures for the Holiday Weekend. They wont provide space heaters. I told the tenants to buy them and I would reimburse them. But they are elderly and on fixed incomes and need heat. I dont know what to do, Im worried about the dropping temperatures and the lack of concern from this company. Please Help.

      Business Response

      Date: 12/21/2023

      Hello,

      On Oct 30th  we had our tech go to the property and found a client heat exchanger / boiler block needed to be replaced. Our ***, *****, had ordered the part from *** and was told it was going to be around 13 business days before the part would arrive to the client's home, At that point we educated our client about resources, to keep property heated until part came in . Our suggestions were to use electric heaters to provide tenants heat but we also suggested that if temperature was too cold at a property, the owner should look to other solutions, such as a hotel or an extended stay. We communicate with clients by phone, email and text messaging, as well as, in communication with ***.

      At some point around the 13th day, the part was not at property yet and Al called concerned, our company reached out to the *** representative, to figure out a date and time part might arrive. *** was looking to where the part was and was able to locate it on November 21st in ******** *** warehouse , and it was in the midst of Delivery. We tried to get an emergency boiler at that time due to temps decreasing possibly over the next few days. We had no luck on that date. We tried to reassure the client that the part was on its way and for him to inform us when it arrived.

      By Monday the part was nowhere on site and temperatures were below freezing. We called and finally were able to reach ***, the territory manager for ***, and she was able to push a new boiler instead of the boiler block due to the emergency of the situation. That night my husband (the owner ) and our install tech were able to get *** to deliver the Boiler and stayed late into the morning to install the new boiler.

      We always try our best to support our customers , and we will continue to do so. We take pride in our work and company. 

      Attached is our supporting documents.

      ************************************

    Phoenix HVAC is BBB Accredited.

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