Complaints

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• Initial Complaint

  Date:05/08/2025

  Type:Order 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.

  This complaint is on Christian and Son Heating and Cooling, Cullman, AL. I purchased a unit with a 10 year parts and labor warranty from them in 2019, and I have paid them to do yearly maintenance on it each year. This year they cancelled my appointment for April 17, and said they wanted to reschedule. I cannot get them to answer or call me back to schedule my maintenance, and today, May 8, 2025, they sent an email telling me to find another company when we have a contract for 10 years parts and labor. I want to know why, and what exactly do they mean? What about our contract? And are they wanting to pay another company to take all of it over? I dont understand.

  

  Business Response

  Date: 05/08/2025

  Assuming Mrs. **** registered her system, it will have a 10 year parts and compressor warranty through the manufacturer *****************. This warranty can be processed by any licensed HVAC professional. There is no labor warranty on this system through our company. 

  
  We chose to terminate our business relationship with Mrs. **** after she accused one technician of trying to steal from her, and was so hateful with another technician on the phone when asked to reschedule her maintenance that he cried. We reserve the right the refuse our services to anyone acting in an abusive or aggressive manner to any of our employees. We informed her to find another company to work with, as we clearly couldn't provide her with the service she desired. We have not broken any contract with her, we have fulfilled our end of the original contract and now we refuse to do further business with her.

  

  Business Response

  Date: 05/09/2025

  Date Sent: 5/8/2025 3:23:03 PM
  

  Assuming Mrs. **** registered her system, it will have a 10 year parts and compressor warranty through the manufacturer American ********. This warranty can be processed by any licensed HVAC professional. There is no labor warranty on this system through our company. 

  
  We chose to terminate our business relationship with Mrs. **** after she accused one technician of trying to steal from her, and was so hateful with another technician on the phone when asked to reschedule her maintenance that he cried. We reserve the right the refuse our services to anyone acting in an abusive or aggressive manner to any of our employees. We informed her to find another company to work with, as we clearly couldn't provide her with the service she desired. We have not broken any contract with her, we have fulfilled our end of the original contract and now we refuse to do further business with her.

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23304523
  
  I am rejecting this response because:  

  I paid extra to Mr. *********************** Joshs father, for a 10 year parts and labor warranty. He even wrote this in on the bottom of the parts warranty and signed it, so you are not telling the truth. I have attached this document.

  
  

  Here is the story of my experience with you. I bought the unit from Mr. *********************** Joshs father in June of 2019, and a man named **** ******** was also present. I chose to pay more to get the 10 year parts/labor warranty. I would never have purchased a unit without this warranty. The day of the install, **** was there. He was nearly finished with installation and was in the hallway at the thermostat. It got really quiet, and I glanced down the hallway to see that **** had opened the door to my personal bedroom. I walked up on him standing in my bedroom, facing my dresser, starring into my glass topped jewelry box at pearls and some gold jewelry. He offered no explanation, just went back into the hallway to the thermostat. I closed my bedroom door and kept an eye on him. I didnt say anything to him at all, much less did I accuse him. 

  
  

  I was to pay them for once a year maintenance on the unit to maintain our agreement. I asked when I should schedule it, was told late spring, in warmer weather, when all traces of winter were gone. I began scheduling as they said. The first yearly maintenance, some came out that Id never met. I mentioned ****, and I was told he was no longer with the company. Then I asked to speak to Mr. *********************** whom Id bought the unit from, and he refused, shaking his head no. He was not very friendly, and didnt want to answer any questions. He finally told me he was **** *********************** the owners son, and said his father wasnt involved in the business anymore. He again refused to let me contact his father. **** was on his cellphone and smoking a vape nearly the entire time. I have a window over my unit and I watched him. After he had been there around an hour, I went outside to see what was going on, and he continued on his cellphone. He would not answer questions for me about what service was done on my unit, again shaking his head, almost as though I wasnt even there. I asked and again he refused to let me speak with his father. I told **** about what happened with **** on install day, and he immediately fired back at me, forcefully saying You are a liar! I told him no, it was the truth. He then tried to give me a discount for the service, but I told him no, our agreement is I am to pay for the service to maintain warranty, and I would need a receipt. Each year I have been able to call, someone answers the phone, I schedule my maintenance, they come and do the service, and I get a receipt. This year, I called around 2 weeks in advance, and made my appointment for April 17th. On April 17th, the day of my appointment, *****, a tech with the company who did my service one time, called me 20 minutes before my appointment and said they had a lot of people call with no air, they try to prioritize, and needed to reschedule. I said you mean you are taking folks who are not customers ahead of people who bought units from you? He said yes we need to reschedule. I told him my health was not good and I was not happy about it, and I felt they needed to do my service that was scheduled. He made no reply. I told him I would have to check the weather and call back because we were going to have storms starting the next day, and every day, for a solid week. He said ok. I checked 10 day extended weather forecast on WAFF weather so and found a dry day. I began trying to reach them on all 3 numbers but no one would answer. I wanted a few days for storms to pass, tried again, but the would not answer, so I left a message-name, number, My apt. Was cancelled and I need someone to call me to reschedule, I have a warranty that depends on it. Couple days later, still no call. I called again, no one answered, and I left a second message. Then I spoke to Kenzie at our chamber of commerce, she called them and ***** picked right up for her. He told her he would get with the office on it. But another day, no phone call. I finally texted the 3 numbers and it confirmed delivery for me. Had my name and that I had a warranty that required yearly maintenance, and they just needed to call me and tell me what to do, and if they didnt call, I would have to seek assistance with it because I didnt know what else to do. They never called.

  
  

  This is actually the second year they have called 20 mins before time for my apt to reschedule. Last time it was ****, and I told him I wasnt happy with them doing this on the day of my apt at that time, also. I am a cancer survivor with osteoporosis, among other things. I have a lot of health issues. So on day of apt I have to get up early enough to eat, move around a bit, shower, and be dressed and ready for apt, and I have my days with this. Thats why I try to prepare in advance.

  
  

  On May 8th, 2025, they sent me an email saying since they dont meet my expectations I should find another ************* My expectations are the same as anyone elses would be, to be able to schedule and receive my yearly maintenance each year to honor the 10 year parts and labor warranty I have with you, and that is what I expect. If you think me rude to tell you I am not happy when you cancel my apt 20 mins before the scheduled time, I dont think so. The facts I have stated here are exactly what happened, would swear an oath to it AND take lie detector over it.

  
  

  Your profile says you are veteran founded, and that is your father, I take it. My uncle was a marine in WWII, and my brother is retired Guard, guidance counselor and school teacher. They behave/behaved with honor and integrity. Now I expect you to behave with some honor and integrity and do what is right. All you had to do is call me and tell me what is going on, but now I am wondering what is really gong on here. I want you to honor our agreement, and I do not accept your response.

  
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 05/19/2025

  I have attached the original invoice as requested as well as the original estimate created for this project. Both estimate and invoice are for $6600, which is the amount I have a record of receiving from Mrs. ****************** estimate DOES state there is an option to purchase a labor warranty separately, but I have no records of any such monies ever being paid for such a warranty. If Mrs. **** has any record of separate monies paid beyond the $6600 that was agreed upon for the terms in the invoice, we would be happy to look at it.

  
  The form provided appears to be a ************* Warranty information page with information about the manufacturer warranty. This is not official Christian and Son paperwork and the signature at the bottom is not Mr. ************************ signature. 

  
  

  

  Business Response

  Date: 05/20/2025

  I have attached the original invoice as requested as well as the original estimate created for this project. Both estimate and invoice are for $6600, which is the amount I have a record of receiving from Mrs. ********** style="color: rgb(33, 37, 41); margin-top: 0px; margin-bottom: 1rem;">
  The estimate DOES state there is an option to purchase a labor warranty separately, but I have no records of any such monies ever being paid for such a warranty. If Mrs. **** has any record of separate monies paid beyond the $6600 that was agreed upon for the terms in the invoice, we would be happy to look at it.

  
  The form provided appears to be a ************* Warranty information page with information about the manufacturer warranty. This is not official Christian and Son paperwork and the signature at the bottom is not Mr. ************************ signature.