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Business Profile

Heating and Air Conditioning

New Albany Heating and Cooling LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating and Air Conditioning.

Complaints

This profile includes complaints for New Albany Heating and Cooling LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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New Albany Heating and Cooling LLC has 2 locations, listed below.

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    Customer Complaints Summary

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

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    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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    • Initial Complaint

      Date:02/24/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Repair completed on 2/28/2022 (#********) failed. I reported this issue at 11:43 a.m. on 12/22/2022 and requested to speak to a manager but never received a call back. On 2/22/2023, I sent request to company’s online contact page but got no response. Diagnosis (#5******* on 2/25/2022) noted blower motor failing “due to age” (furnace was only 6 years old) and had heat marks on circuit board. Two options listed: 1/ replace furnace, 2/ replace blower motor. We chose the latter as furnace was serviced annually (1/13/2022 receipt #******) and this was the first issue ever. Following blower motor repair, vibration was worse due to “wobbly” blower wheel. Technician could not give me a firm estimate. I called and left message requesting firm estimate but did not receive a call back. I had to make several calls over several days before obtaining cost. Given my bad experience with the call system and fact initial repair made problem worse, Service Manager Greg N. approved $297 discount on blower wheel (3/9/2022 #********). Fan noise returned 12/20/2022. On 12/21/2022, ******** *********** *** technician confirmed blower motor failure. Technician made repair on 12/28/2022 and discovered “belly band was unleveled,” likely contributing to motor becoming unbalanced, and replaced circuit board. This could have been avoided had blower motor, wheel, and circuit board been replaced at the onset, and the blower wheel secured properly. Instead our furnace experienced high levels of vibration for over a week and initial work ($848 for blower motor and $199 for fan, total = $1047) had to be redone. My husband and I (senior citizens) experienced great stress due to vibration/noise and repair failure. Furnace stopped operating on 12/26/2022 leaving us with no central heat for two days and we had the flu.

      Customer Answer

      Date: 03/29/2023

      Although the company, New Albany Heating and Cooling LLC, did not respond to the BBB, they contacted me directly and reimbursed part of the cost as I had requested. They appropriately addressed the complaint.

       

      *** *****

       

    New Albany Heating and Cooling LLC is NOT a BBB Accredited Business.

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