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:08/19/2025

  Type:Service or Repair 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.

  1st Choice Quality was called to my property where a tenant lives to diagnose the ac not working. It was determined the capacitor was bad. Along with advising this, the tech noted the motor was good but the motor and blower were "dirty". Also advised a motor bracket was broken. I asked the prices for the services and ~$440 for just the bracket kit, ~$500 to blow the blower clean. I was already blown away the capacitor replacement was going to be $299. I advised to change the capacitor but put the other stuff back, I would get someone else to come. I was communicating through the phone, when I was off the phone he constantly made comments to my tenant and was pushing for her to purchase the other services. He used a 2x4 to "rig" the motor to hold it in place and changed the capacitor. He was paid and left. Before the end of the night the unit had frozen and stopped working. It thawed all night and was able to be used for half the next day before freezing again and then not blowing again. Contacted another company to come and check as 1st Choice was closed. The new HVAC tech called out the capacitor on the motor was a 12u, and the motor could only handle a 10u. The 1st Choice tech put in his invoice listing that he used a 10u, but he did not. The new HVAC tech stated the higher capacitor ultimately burned my motor up and I needed a replacement motor. 1st Choice was closed until Monday, my tenant went without AC all weekend. When the 1st Choice was contacted they would not accept responsibility that the capacitor caused the motor to burn, instead tried to throw blame that we did not allow them to clean the blower, that the motor was going to "eventually" fail anyways. I insisted they replace the motor since the tech did not follow the motor specs for the size of the capacitor. I was met with constant pointing of fingers and how their tech did it right, and even admitted that their tech "rigged" the blower. I was told I would receive a call back, now I have been ignored

  

  Business Response

  Date: 08/19/2025

  We appreciate you taking the time to share your concerns. At 1st Choice Quality, we take all customer feedback seriously and want to address your experience.
  When our technician arrived, the immediate failure was found to be a bad capacitor, which was replaced to restore operation. At that time, the technician also noted that the blower motor bracket was broken, the blower cage was heavily soiled, and the motor condition was questionable. These issues were explained, and pricing was provided for repair options. You declined those additional services, which were important for proper system function and longevity.
  Because the bracket was broken and not replaced, the technician temporarily stabilized the motor to keep the system operational. This was explained as a short-term measure, not a permanent repair, and no guarantee was provided on the motor due to its condition.
  Regarding the capacitor size concern: our invoice reflects that a 10µF capacitor was installed, which matches the specifications for the motor. We stand behind our documentation of the work performed. However, as we explained during follow-up conversations, due to the age, condition, and lack of support for the motor assembly, failure was likely to occur regardless of the capacitor replacement.
  We regret that your tenant was without cooling and understand the frustration this caused. However, since critical repairs were declined and the unit was left in a compromised condition, we cannot take responsibility for the subsequent motor failure.
  Our team has communicated with you throughout this process, and we remain available to assist with replacing the motor and securing the blower assembly, should you wish to proceed with the necessary repairs.
  At 1st Choice Quality, our goal is always to provide solutions that ensure safe and reliable operation, but repairs must be authorized and completed in order to guarantee system performance.

  Customer Answer

  Date: 08/20/2025

   I am rejecting this response because: I acknowledged that there were issues with the bracket and the blower was dirty. I do not deny that. But as THE HOMEOWNER who was spoke to Russell on FACETIME and he was informed that I was the owner, I instructed him to only change the capacitor and put everything back that I would get another company to come out and handle. Russell proceeded to continue taking things apart and outside to "try and help" my tenant, along with making all the comments about how wrong I was and trying to influence the TENANT to make a decision and do something. The tech did not temporarily stabilize anything. The exact wording the office manager used was "he rigged it". I was not aware he did this until after he left, nor did I ask him to do so. The service manager informed me that should not have been a step that he took. I have been given the excuse that "the motor was going to fail anyway". So it appears as if the higher capacitor was placed on the motor above the specs listed intentionally to spiteful and prove a point. For your response to say you are sticking by your documentation is laughable. The office manager and service manager were both made aware the wrong capacitor was used and that the paper work was done incorrectly, but I guess now behind this complaint you can deny it. I still have the capacitor he used, and if an audit of the inventory is completed on that truck I am sure the items won't line up. I was also advised by the service manager that as soon as Russell knew I was the homeowner and I gave the instruction to only change the capacitor that is all he should have done and not him taking parts outside and messing with other things. For all I know the bracket was broken when he dropped it on my porch to "help my tenant and clean some". Some of the pictures in the invoice file are incorrect too and not of my home. Never once was Russell anywhere near the entrance to under the house, so why he would select a picture of that to add is shocking. 

  I was in contact with the service manager to try and better resolve this. We were almost to a resolution. I am saddened that because the complaint I made with BBB prior to speaking with the service manager the owner said it is out of his hands now. I guess he was offended on feedback. I would love for this to be resolved and the charges from Russell's visit be refunded. I do not need your services for replacing the motor, that has already been done by another company that gladly took the job for a better price after they heard about what I went through with this company. I would love for this chain of responses to be closed in a positive way.
  
  
  
  Sincerely,
  
  Samantha W

  

  Business Response

  Date: 08/20/2025

  We appreciate you taking the time to share your concerns. Please allow us to clarify.
  As noted in our documentation, our technician provided a diagnosis and presented the repair options needed to properly address the issues with your system. Those repairs were declined, and at that point, we were only authorized to replace the capacitor. Because the recommended repair was not approved, the work performed was limited and not a permanent solution.
  We understand your frustration, but since another company has since completed repairs and worked on your system, this matter is now out of our hands. We cannot take responsibility for equipment that was serviced after our visit.
  We do value your feedback and are sorry we were unable to move forward in resolving this with you directly. However, given that the recommended repair was denied and another company has completed the work, there is nothing further we can do at this time.

  Customer Answer

  Date: 08/20/2025

   I am rejecting this response because:

  Let me clarify to your inaccurate clarification. Yes I declined the repairs and the tech was only authorized to replace the capacitor. HOWEVER he did not only do that. He took everything else apart, took the blower outside, "rigged" with a 2x4 when putting it back and also added a different capacitor than what was listed on the paperwork and the motor. The recommended repair was not approved for THIS company to do. Due to the lack of attention and professionalism, I was forced to have another company come out to correct your poor quality work over the weekend since you were closed. The situation is out of your hands as far as repairs, but what is not out of your hands is refunding the service that was provided incorrectly. I do hope you truly value any feedback that is provided to you, because it seems you were willing to come to a resolution until you received some negative feedback. I did not want to take this route but felt I had no choice after I did try to call and deal with the office directly. That was met with complete resistance, until talking to the service manager. He acknowledged there was incorrect steps taken. In my conversations with him I even agreed to a partial refund, of me paying the service call fee since someone did drive out but be refunded the rest (capacitor). If that can't be the next step going forward you can save your response back because this conversation will continue to circle.

  
  Sincerely,
  
  Samantha W

  Customer Answer

  Date: 08/21/2025

  I’d like to update that since the posting was closed, the owner has spoken to me directly and completely resolved the issue. I am satisfied with the outcome as he corrected the wrong and provided refund.