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:05/26/2022

  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.

  On 5-16-2022 Sal's came out to our house to unclog our dryer vent, and to do a clean and check of our Air Conditioning Unit. They never gave a a specific time for the appointment nor a window time frame. Service person showed up at 8:00pm and proceeded to work on unclogging the dryer vent. Then at about 9:00pm he worked on the A/C unit, completing the call by 10:00pm. We did not use the A/C for the next few days because of the cooler weather. Then we turned it on and the unit froze up into a block of ice and just continually ran. I called Sal's to have them come back out to fix the unit. The first call was $170 and when they came out the second time the said I had a freon leak and charged me an additional $480 for freon fill. They also told me it would cost me between $200 and $400 dollars to test for the leak. I think the first service person should have detected the problem, if there is a problem. Now I doubt there was a problem and I want Sal's to pay for a second opinion from another A/C Cooling company. In addition when the first service person worked on the dryer vent somehow he did something under our mobile home to restrict the air flow through the vent in our bathroom. It allowed air flow before he went under the house, the the next day there was no air flow. My invoice #s are ******** * ********,service dates were 5-16 & 5-23. As a resolution I want an adjustment to my billing charges of the money I paid for the second service call and money for another A/C company to check for the supposed "leak". I also want someone to get under the house and restore airflow to my bathroom vent, or money for me to find another contractor to correct their mistake.

  

  Business Response

  Date: 06/08/2022

   

  This is the response to this complaint, The dryer vent was complete, it is unclear what air flow issue this complaint is referring to. The AC was cleaned and checked on the first visit and the coolant levels were low indicating a leak no coolant was added. Having low coolant will cause a unit to freeze up. The second visit no service call was charged and we only charged for the coolant. We offered a leak check that was declined. The coolant added will leak out over time again slow or fast depending on the size of the leak. There was no mistake here but the leak needs to be addressed or you will need to add coolant in the future or purchase a new HVAC system. There is no refund due but you are welcome to get a second opinion at your expense as we stand by our diagnosis. 

   

   

  Customer Answer

  Date: 06/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This AC company is out to take advantage of senior citizens. I had no issues with the AC unit the year before and in the 6 years I owned the home and I had it checked every year by other companies and no other company told me about any leaks etc. I think the unit was serviced incorrectly the first time and that caused the problem with the low refrigerant issue. Of course this is my word against that of SALs and I knew they would claim it was a faulty AC unit. They contacted me offering to try to rectify their initial screw up servicing the unit the first time but I guess they just decided to ignore the fact that they did do a lousy job the first time. However, they did somehow stop the air flow on my bathroom register because it stopped after the vent from the dryer was done. I may be old buy I am not yet senile. I never expected to gain anything by filing a complaint with the BBB but I would like others looking for a good reliable company not to make the same mistake I did in selecting SALs. I hope if nothing else this complaint goes on their records so others can see my experience with SALs and hopefully contract a reliable company that stands behind their work. But my answer is I am defiantly not satisfied with their response, and I intend to let everyone I know about their terrible service and outlandish pricing!
  
  Regards,
  
  ***** *******
  
  
  
  
   

• Initial Complaint

  Date:05/17/2022

  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.

  I, a single female who was living alone at the time, reached out to the company because my shower was not draining properly. One of their mechanics, Jorge Roldan, came to the property I was renting and Toyed around and claims he got it fixed. He did not show me it was fixed yet told me he took a video of it being fixed. 10 minutes after he leaves, I go to take a shower and find that he did absolutely nothing and my shower was still not draining. I immediately called my landlord and he rushed over with one of his trusted plumbers who took a look at the issue and informed me that I had been completely scammed. They both instructed me to cancel the check and called the business in frustration, only to be met with extremely rude and unprofessional people. They sent out a debt collector and have been harassing me for months so I had to file a complaint with the attorney general of Ohio to mediate the situation because of their wrongdoings. They refused to speak further with a lawyer and/or my landlord and keep demanding I pay.

  

  Business Response

  Date: 05/18/2022

  At ***'s we take customer service very seriously. We also take steps to protect our reputation and your landlord and so called trusted plumber have given you very bad advice. Stopping payment on any check after signing and agreeing that services have been performed to your satisfaction is simply illegal. Your first call should have been back to ***'s if there was an issue which our video clearly shows there was not.  I believe your landlord may have been responsible for this service and was likely the reason he gave you this bad advice. The collection efforts will continue, I advise you pay them If not we will instruct to sue you for 3 times the amount of the check and attorney fees. This is legal and will happen. Please pay you bill, the BBB don't need to be involved with scammers trying to get out of their responsibilities and may add a defamation case if this continues. 

  Customer Answer

  Date: 05/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ******
  
  
  From the landlord

  Dear ***,
  
  
  You must stop this nonsense collection and credit the customer in full immediately.
  
  
  The facts remain that the technician your company sent did not do the complete job. He did nothing past the drum trap. However, he called me to tell me the drum trap was defective and needed to be replaced. For $600 or possibly more. I declined.
  
  
  Then right after that, he says the drain was clear. With a video of the drain flowing for a very short period. How could it be clear if the drum trap is defective?
  
  
  Then, less than a half hour after the tech left, the customer took a shower and was standing in several inches of water by the time she finished. This after paying your people to clear the drain... Which he evidently did not.
  
  
  She called me and was panicking. I was with our plumber at another property at the time. We went to the Myrtle house where Our plumber snaked the drain on the output side of the drum trap. Approximately 12' down the line where it was clogged tightly and it took some work to get it cleared. I stood there and watched along with my tenant (your customer). The drain was cleared and flowing properly and has been since that day. Yes 6 months later, it's still clear! Not a defective drum trap.
  
  
  Your tech never applied his snake to the output of the drum trap... It's almost as if you train them to stop when they see a drum trap and automatically tell the customer that they must be replaced. For an outrageous price… scaring the customer into agreeing.
  
  
  This is fraud. Flat out fraud. 
  
   

  

  Business Response

  Date: 05/19/2022

  Again, we take customer satisfaction very seriously, but you are not our customer. We will spare no expense to protect our reputation. Your accusations of fraud are not appreciated as we are well respected licensed company of 46 years. We will pursue collections and a lawsuit if need be. No matter what the reasons or what you think the reasons are you can not legally stop payment on a check and if need be, we will prosecute to the fullest extent of the law.  Give your tenant the right advice and pay the invoice she approved. We well documented the services that were provided. What you are doing is nonsense and you need to make it right with your tenant. What should have happened was a call back to remedy the issue if there was one, they didn't.  Drum traps should always be replaced, and we suggested and quoted it to be replaced we don't care if you chose to or not there is no high pressure here. Please pay the bill. Glad we were able to help keep the drain flowing.