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Business Profile

Heating and Air Conditioning

Environmental Controls & Service Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating and Air Conditioning.

Complaints

Customer Complaints Summary

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

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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:01/24/2025

    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.
    My heating/cooling system, purchased June 2017 with a 12 year parts and labor warranty, has been not fully functional since 11.11.24. EC&S has not repaired the system as of today, 1.23.25. I have sent repeated messages asking for updates. The lead tech has been here several times to fix it, but one unit still remains broken. He was last here on 12.31.24. EC&S is refusing to communicate since last week and is making NO EFFORT to get this fixed in a timely fashion. Supporting documentation attached.

    Business Response

    Date: 02/25/2025

    The customer is correct in her statement that  she purchased a mini-split system in 2017 with a 12-year parts and labor warranty. She is also correct in her statement that her units have not been working properly since November 2024.

    She is not correct in her implication that we are not responsive and is making no effort to resolve the issue.

    The warranty she references is with the manufacturer.  The equipment warranty while sold by us is not administered by us.  It is a manufacturers warranty.  The labor warranty she references is a warranty with us the dealer directly.

    One of our senior technicians has been physically in her home on the following occasions:

    November 21, 2024
    December 2, 2024
    December 9, 2024
    December 19, 2024
    December 31, 2024
    January 24, 2025
    January 25, 2025

    The total amount of time spent by our team to resolve this issue onsite is 16 hours and 11 minutes plus 2 hours and 24 minutes of travel time.  We have been in direct contact with Daikin technical support and followed all their recommendations, replacing every part they suggest we replace.  We have not charged the customer for any of this work covering 100% of the cost under her parts and labor warranty.

    We have also been communicating with the customer via e-mail.  She has received updates from our operations manager via e-mail on November 12th, November 18th,and November 27th.  She has also received e-mails from our general manager on January 14th and February 7th.

    As far as her suggested resolution is concerned, we are at the mercy of the manufacturer at this point, and as far as the manufacturer is concerned, we were able to convince them to replace the outdoor unit under warranty on February 14, 2025.  This appears to have resolved the issue.

    We have also renewed her maintenance plan for one more year (through March 31, 2026) at no charge to ensure the system is continually maintained at no additional cost to her.

    Customer Answer

    Date: 03/02/2025

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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. 

    Regards,

    ******* *******

Environmental Controls & Service Inc is NOT a BBB Accredited Business.

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