Complaints

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:10/01/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Description:
  We hired this company in May to complete the new HVAC system in our new built home. Money was
  given in May to be ready for the job in July. Company had not ordered equipment. Company only
  showed up 2 times to work for a total of 4 hours. Andrew would not communicate on days he was
  coming. Would not answer calls often. Never made a schedule to come to do the work. He also did not
  order the equipment we asked as he was wanting to put a system in that was too large for our home. He
  was fired multiple times. After the 3rd and final time and no work even hardly being done after a month;
  he then said our money was non-refundable which was never mentioned in the quote. We want our
  money back for the job he didn't not even start/ didn't do.

  Customer Answer

  Date: 10/10/2024

  Hello! I need an update as I know they are doing this to other people. My messenger has 2 new stories and they can not just keep stealing money from people. Please help us figure this out 

  Business Response

  Date: 04/24/2025

  We appreciate the opportunity to respond to your concerns.
  
  At the onset of this project, we communicated that we were operating with a minimal crew due to prior job commitments and scheduling constraints. This was acknowledged and agreed upon before any work began. Despite these limitations, we began the process with the intent to complete the work in a timely and professional manner.
  
  The deposit paid was used toward labor costs and materials, some of which are already at the job site. These expenses were incurred as part of the mobilization and initial preparation for your HVAC installation. While we understand your frustration with the pace and communication, efforts were made to move the project forward within the limits that were clearly stated from the beginning.
  
  Our equipment recommendation was based on code requirements and standard industry practices to ensure safe and efficient operation.
  

  As the funds have been fully allocated to labor and materials, we will not be issuing a refund. Our policy, which applies to all projects, is that deposits are non-refundable once work has begun or materials have been procuredeven if this was not explicitly itemized in the initial quote.
  
  Finally, we wish to note that Hometown ELITE Heating and Cooling is no longer in business and is no longer operational. We regret that this project ended under these circumstances and appreciate the opportunity to provide this response.

  Customer Answer

  Date: 04/25/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22365764
  
  I am rejecting this response because: we belive the response was written by their attorney as they do not talk or write like this. It also contains multiple factual errors.

  We received an estmate from them in May 2024 which we accepted. We asked our bank to pay them, and ****** picked up a check directly from our bank. He actually showed up at the bank a week before the check was ready.

  As communication with him was abyssmal, and no equipment had been ordered, and there was nothing in our contract stating "no refunds", we verbally terminated the agreemnt on 6.26.24, and asked for $11,500 back.

  To date, we have not receivd the money back.

  Regards,
  ****** ******

  Customer Answer

  Date: 04/28/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22365764
  
  I am rejecting this response because: 
  Their response did not answer or show any real information that went against our complaint. 

  They also have many inconsistencies from their statement between BBB, Lawyer, and the police that show they never intended to do their job or even correctly. 

   

  Regards,
  
  ****** ******

  Customer Answer

  Date: 04/28/2025

  Hello! 
  
  I wanted to attach the letters from our lawyer and their response. 
  
  And I hope the pics are okay. Im so sorry took me a bit to find them then the baby fell asleep on me. 

  I do wish to do the arbitration but I could not find the attachment. Unless I missed it. Can that be sent again? Or do I copy and paste that in here? 

• Initial Complaint

  Date:05/30/2023

  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.

  Had a new furnace installed by hometown elite in December, We agreed on new furnace install and condensation drip pan replacement and evaporator coil cleaning and installer to recharge ac when temperatures started getting warmer.It started warming up so I called installer to re charge AC and he did however soon as AC kicked on and ran a few hours I found water in my basement, I went looking for the problem and found condensation drip pan was never replaced. So I called installer several times and one of his employees stated he would relay the message owner was on vacation , Have now tried calling owner several times even texting and also tried facebooking him with absolutely no reply . Totally frustrated but only wanting done what we agreed on . Owner could contact me replace condensation and this could be resolved.

  Business Response

  Date: 06/12/2023

  *I have attempted to upload text message documentation and customer invoice and system will not accept. I left a voicemail this afternoon to see if I would be able to email documents*
  

  Hometown Elite was called to customers home in regards to replacing furnace. Upon inspection of complete system, it was recommended that customer replace the entire system. (Furnace, AC and Coil. A drain pan is ONLY replaced if a new AC/Coil is installed) Recommendation of system replacement was due to age of system and because system is ran off of R22. Customer was informed that due to age/system being R22, if something would need to be replaced/repaired on his AC or Coil that availability would be limited/costly. Customer rejected replacing system and asked us to only replace Furnace.
  

  At time of install, drain pan was not cracked or damaged. System ran well upon completion and did not leak. 
  

  Customer called a few weeks after install of furnace and stated that he believed his drain pan had cracked and needed to be replaced. We told customer that we would ATTEMPT to locate a drain pan but we were unaware of how long it would take us to find, as we stated when we recommended replacement of entire system. We would be unable to quote him a cost on replacement until we found one and got a cost ourselves. As of today, we have yet to locate a drain pan for his system. We have our supply chains on the search for one as well. 

  
  As per invoice, customer paid for a furnace replacement only. He has not been charged, quoted or paid for a drain pan. We have talked to the customer on multiple occasions and have text messages with the customer about the drain pan after he had contacted us. Him stating that he has had no communication from Hometown Elite is untrue. Customer complaint for us to “finish job” is also incorrect. Job was finished besides possibly needing to go back and add refrigeration to the system IF it was needed. 

  Customer Answer

  Date: 06/18/2023

  I am rejecting this response because: Everything said above was a lie I actually wanted the entire system replaced as a whole but he recommended just cleaning the A coil and clean the pan I was skeptical at this point but took him at his word I also have witness J**** ******** who was present during the conversation. This is just a list of things that we’re done incorrectly or poorly installed- scratched hardwood living room floor scratchier hall way floor broke the drip pan in the furnace that was supposed to be replaced was told I would have to run it without a door on the new furnace so they cut a bigger hole in my floor just to shove all the pipes in so they could shut the door due to it being improperly installed. I had no way to check and see if this a/c would work due to it being winter at the time of install once the warmer months came he came back to put Freon it as he said he would and not 8hrs after he left I had water running into my basement and hallway because the broken pan. Made multiple attempts to contact him to make this right and no responses were ever made or any attempts to fix any of the above listed issues.
  
  
  
  Regards,
  
  
  ***** ****