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:07/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  The company took $500+ from us. Our first techcomes out Monday to add refrigerant to our brand new never used and freshly installed multi zone mini split. His instructions were to pressure test and vacuum the linesets and if it passed then the top the system off with 1.6lbs of refrigerant as stated by the manufacturer for what we calculated for additional lineset installed. This unit was fully charged from factory plus 100 of lineset! **** found a leak on lineset A and called me to tell me to fix that before he released the refrigerant into the linesets in which I went home and fixed that leak per his instructions that evening.I then called in the next day which they scheduled me for Friday but said a different tech would be out because **** was going out. **** (the second tech) shows up on Friday a little after 9 for the same procedure and attempt number 2 to get the 1.6lbs of refrigerant finally added. THEN by 9:25 he calls me (Im at work) stating hes not familiar with multi zones where do I hook into the unit at. I told him the top port is the main to fill and he said Im hooked to that and instantly getting 300+ psi which now Im confused but trust it as hes a tech and I throw out the idea about maybe he needs to open the linesets valves to he can perform the pressure test? All done, he charged us for 11.7lbs of refrigerant, and then stated the system had absolutely no refrigerant in it. Which is absolutely wrong- what had happened is he hooked into the wrong location and released the pre charge then tried to charge us for the mistake. I had my wife pay the guy as they demanded payment right then and shes home by herself. I brought this to their bosses attention *** in which he doesnt care-. I have video, and all paperwork showing what unit it is and its pre charged, there was no leak at the condenser, and magically my pre charge is missing and I am paying over $500 in additional refrigerant plus additional labor.

  Business Response

  Date: 07/21/2025

  [BBB Transcribed per mailed letter] Reference ID Number ******** 

  We did come out the first time and pressure test the lines to the interior heads on a multizone mini split system installed by the owner and found a leak on one circuit. Owner wanted to fix the leak themselves. 

  Once we returned to recheck system for leak we opened service valve to release charge, but found none present. We weighed in charge to get the system operational. 

  I did contact customer after the complaint, and we discussed the situation in depth. After the conversation we did issue a refund for the cost of some of the refrigerant that we both agreed to of the $443.00. A check was sent to customer for refund. 

  Customer Answer

  Date: 07/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********