ComplaintsforL&F Services LLC Of Huntsville

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  bought unit 2 years ago. has 10 year warranty on it.. called Saturday January 13th cause my heat wasn't working and we were expecting ice storm on Monday.. they came out and did something said something bout defrosting or something plus my ductwork from unit was ripped up.. said he didn't have any duct repair stuff on his van but he could come back Monday, then said he was gonna try and get one of his guys to come out Sunday ad fix it before the ice storm hit.. bout lunchtime Sunday my husband called them cause he heard nothing from them.. ***** said it would be first thing Monday morning between 9 and 10.. come 12 Monday still nothing so my husband called again.. ***** said roads were too bad he would try and come that afternoon.. 3 oclock still no word, call him again and he says roads are just too bad he will come Tuesday.. Tuesday comes and goes no show, no call.. Wednesday call them again and gets same story roads are too bad, can't come blah blah blah.. Thursday temps finally get above freezing, they call my husband saying they are in ************ on 431 in front of ********* and will be here soon.. never calls back never shows.. Ive been in below freezing weather since Sunday with no heat unit working, their website says 24/7 emergency service but they informed us they don't work on Sundays and because I gave them a bad review they will not come work on my unit til I remove the bad reviews....they had plenty of time to fix my issue before the ice storm hit and they chose not to.. not to mention my daughter lives beside me and she has driven these backroads all the way from our house to Boaz, to ************ and back out to our house today, Thursday 1/18/24, with no issues but yet they claim they couldn't get here.. Ive been using $13 a day running electric heaters and having to pay for propane for a space heater just to heat my house.. $20 a tank, a tank a day for 5 days so far.. need my unit repaired or them to pay someone else to repair it

  

  Business response

  01/19/2024

  My name is ************************* with L&F Services. In regards to this complaint, we tried everything we could to get to her house. She even uploaded screenshots where her road is blocked off by the county due to ice. The area was literally under a state of emergency during these days. We did however go to her house on a service call she stated ahead of the storm. The reason the repair wasn't made is because it was a duct work issue caused by her dogs and our techs do nit stock duct work and that kind of repair would require a duct crew. We are refusing to go back due to screaming profanity and seeming violent.  We tried to separate days to get to her house both times resulting in near collisions with other people. 

  Customer response

  01/23/2024

   
  Complaint: 21165872
  
  I am rejecting this response because: I called on Saturday bout the issue and they came out around lunch on Saturday.. considering they claim to have 24/7 emergency repairs they had plenty of time to fix the issue Saturday or Sunday.. The tech that came Saturday, *****, told me he would have a crew out there Sunday to fix the issue before the ice storm hit and all I would be required to pay was for parts which I told him was fine.. and no I did not post pictures of my road closed they sent my husband pictures of the backroads to my house closed.. if they had tried the maih highways that they told my husband they were traveling they would have made it to my house just fine.. the roads dud not get bad til Monday, they had Saturday and Sunday to fix my heat..
  
  Sincerely,
  
  ***************************

  Customer response

  01/23/2024

  On his response maybe he was referring to the pics I uploaded on my complaint and yes I did upload those pics he sent to my husband of the backroads that were closed but the main roads were not closed.. hut regardless if they advertise 24/7 service then the could have came on Sunday to fix it.. I would think no heat in below freezing weather would be considered an emergency.. and no MY dog did not tear the duct up cause I only have 1 dog and it stays inside a 6 foot pen.. but again regardless how it happened ***** said on Saturday at lunch he would have someone out there on Sunday to fix it before the ice storm hit

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was dispatched to my home by my home warranty company to repair my air conditioning. The first time they found a leak *** supposedly fixed it. That lasted about 3 days only to find a mistake caused by their technician caused it to go out again. The second repair took a week for them to come out. That repair didn't even last a day and now for 3 business days in a row I have been told that it will be the next day. I dont ha e working ac in my house during the hottest summer in Alabama in 10 years. Now daughter has surgery in the morning and gets to come home to an unacceptably hot house. When trying to explain this to the receptionist I was met with nothing but attitude and contempt. I wish nothing more than to be able to use a different company but my home warranty won't allow the switch during an active service call. This company has done nothing to fix the problem and doesn't care that they screwed up and refuse to prioritize repairs that they have messed up.

  

  Business response

  07/21/2022

  First let me start by apologizing for any miscommunications. There have been several issues with Mr. *************** system but I assure you its not due to neglect or poor craftmanship on our behalf. There were multiple problems with the system, one of them being intermittent. The intermittent problem resulted in working properly while we were on site and then failing again after we left. The scheduling conflicts are a result of us having to get verification from the home warranty company and occasionally they will tell customers we are coming at a time that is not possible on our end. I am writing this on July 21st and the last repair we made was July 15th and hopefully their will not have any problems in the near future but that's not likely due to the fact the system is over 16 years old.  ****************** also mentioned our secretary and made some pretty rude remarks about her to our technician. I feel these remarks were inappropriate and untrue. ***** has been a valued member of our team for over two years now and seems to truly care about every customer. I also believe these remarks were made out of frustration due to being hot and dealing with a record heat wave. Even though we had to make multiple trips to get this completed we stuck with ****************** to the end and will be here when he needs us again. 

*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. ↩