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:06/25/2025

  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.

  Had Rick's install a new heat pump in our house just over 5 years ago. Last year turned on the a/c and all it did was run and not cool. Called Rick's they came out and said it was this little part on the piece in the house. Replaced the part and didn't charge me because the unit was still under warranty. Turned the a/c on this year, same thing would run and never cool. Call Rick's out again and this time they charged me $59 for the service. He came in checked the unit inside and said that part that they had installed last year was bad again. So he went outside to check the outside unit, came back in and told me that there was a leak and I needed to make another appointment for them to come back out and to find the leak and it's $144 an hour. I am not able to afford to pay them to come back, due to I just lost my husband and now on a budget. I believe the unit had a leak last year and they didn't want to fix it because it was still under warranty. So here I sit in 100 degree weather no a/c. I am very upset with this company and think they are trying to take my money when the unit should of been fixed while under warranty. Be very careful if you ever use this company.

  

  Business Response

  Date: 07/10/2025

  New system was installed on 5-18-2020, with 10-year parts
  and 5-year labor warranty.
  Contract states: that must have system serviced yearly to
  maintain warranty.
  There were gaps in homeowner having system serviced. When
  they had to have indoor txv replaced in May 2024 we did still honor that
  warranty, even though we could have denied the claim, because of gap in
  service.
  When tech replaced the indoor txv on May 23, 2024, he also did
  the maintenance on the A/C and the readings show that the system was not low on
  charge. The system was charged properly to specs, with a 19-degree coil spilt.   If the
  system had been low on charge when tech completed repair and did maintenance the
  homeowner would not have had cooling the whole summer. It was over a year in
  between calls, May 23, 2024 to June 16, 2025
  Leak searches, Freon and trip charges are not covered under
  warranty.
  There was no trip charge in May 2024 because we were there
  for maintenance.  
  This year the call was for a service call, so there was a
  $59.00 trip charge. 

• Initial Complaint

  Date:10/18/2022

  Type:Billing 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.

  I have complained about an overcharge for a part that was not installed at the price of $198. I've had several email conversations with an office employee named Michelle T, web address is (************************************.
  If you email me I will forward our conversations starting on 10-5-2022.
  The bottom line is there was a technician named ******* here to repair my A/C system on 7-12-2022, Invoice number ****** that charged me for a relay costing g $198 that was never replaced. This technician was rude, cussing, upset and yelling that he was not qualified to repair my unit. After a few phone calls he took me into the utility room where my furnace was. He said this relay needs replaced but he did not have one on his truck, so he was instructed to switch this relay with another relay that was located in another area of my furnace. He said this will at least cool the house until tomorrow morning when another technician (***) can come and replace the relay that was faulty. Well, after he was switched the relay the blower kicked on but the A/C never worked like he stated. The next day *** did come and replaced that faulty relay. He voided the invoice from *******, but still charged me for TWO RELAYS. He told me he must be paid at the time of service, so I had to pay $356 for TWO RELAYS. On invoice number ******* After he voided ********* invoice I did not realize that I paid for a part that was not installed, that part charged me $198
  I will forward emails from this company when you respond, I don't have the ability to upload my email conversations on a file

  

  Business Response

  Date: 10/19/2022

  In regards to Complaint ******** - Customer ** *****

  Our customer history with Mr. ***** began on

  7-11-22 - tech (KV) arrived and found a bad thermostat. It was replaced and was charged $217.00 for trip charge and replacing faulty stat with a new stat. 

  7-12-22 tech (BE) returned after hours and found bad relay - this ticket was voided due to another tech needed to follow-up with repair the next day.

  7-13-22 tech (RJ) returned, as can see by attached ticket (2) relays were replaced. Customer initialed accepting the replacement of (2) relays

    And as ticket states "All work is C.O.D. please pay technician"

  10-4-22 tech (RJ) found one of the relays replaced on 7-13-22 was faulty so it was replaced at no charge because it was covered by warranty on the part. 

    As stated on our invoices "All replacement parts supplied by Rick's Heating & Cooling carry a 1 year warranty on the part and labor. If said parts fails within the first 30-days there will be no return trip charge Monday 

                  thru Friday 8-5. All warranty work work to be performed Monday thru Friday 8-5." 

                 The $59.00 trip charge should have been charged since it was over the 30 days. But we did waive this charge for the customer. 

  The customer has not been overcharged for anything

  Customer Answer

  Date: 10/25/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** *****
  
  

  
  

  I am charged for a relay that was not replaced on a voided invoice ****** dated 7-12-22. There was only a relay switched on that date and service, the technicians name was *******. On the next day another technician (***) came to the house and replace 1 (one) relay. When he made his invoice he put down 2 (two) relays were replaced after  he voided invoice #****** I am due a refund for the relay that was on the invoice he voided that cost $198, I am sending photos to your website because I don't know another way for you to see the invoices. Please reply when you receive the invoices in question, thanks ** *****