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:08/25/2025

  Type:Service or Repair 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.

  On 08/19/25 we were referred to this company from our warranty company. We received no call on this day but on 08/20/2025 around 11am they start calling my phone repeatedly. (They had popped up at my house) Im in class so I forward the calls to voicemail. After the 6th call I send a text. They are already threatening to mark me as a no show. An hour later I call back. The technician comes and looks around. Says were good on Freon and then he goes to our ac closet. Looks around says there shouldnt be any issues. I reiterate the problems that we are having. He then opens up the vent and shimmies into our vent return. I was no more than a foot away from him when this happened. My son was also watching. I watched as he used the light on his phone while laying on his back to look around. Hes a massive guy so he didnt get much of his body in there. But he looks and then shimmies out and returns to the top ac closet to remove a filter and says that should help. He then adds more Freon to unit and leaves. Now the next day the unit is still not working and we call the owner and he tells us that h*** come out personally. Hours later we hear water dripping. Couldnt find the source but my husband started preparing for the ac man and decided to move the filter from the return. Theres the leak. The guy mustve ACCIDENTALLY hit the pipe disconnected it. My husband cleans the area and fixes the pipe but we also text the owner to let him. He immediately starts disagreeing with us implying that were lying. I call him myself and after a few snarky comments from him he tells me I should find someone else. So I immediately call my warranty company and let them know. Owner calls my husband offering to fix the pipe. We refuse as the pipe is not the problem the ac is. The owner then texts my husband that we are ***** liars trying to hurt black business. We had no reason to lie. Never asked them to repair water damage only the *** Our AC is still not working properly.

  Business Response

  Date: 09/09/2025

  Hello , we went out to service this customer unit. We determined that the refrigerant was a little low . The customer husband called back later to complain that the unit was still not cooling. He became disrespectful in time, however we still tried to accommodate his concerns. He later texted us and said his pipe was off and his wife said that he climbed under the unit and it must have came off. I told him thats kind of strange hes 64. He even agreed but I offered to come repair it at no cost but he became hostile on the phone and I told them that they have a right to let another contractor look at it though their home warranty company. I did text him and said I dont understand why he , his wife, and his son all gave us a 1 star on ******? I said that I dont understand why thet are so persistent in hurting black business. I believe that their efforts are targeted! We did not disrespect them at all, as far as showing up , they made the appointment and were not home. I dont understand this aggression from them - I offered to help but they are very argumentative. This seem like a aggressive effort on their part to hurt us. I have no recollection of any previous dealings with them. 

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23782269
  
  I am rejecting this response because:

  I see no apology for accusing us of lying about what occurred in our home.
  
  -We made a service request not an appointment. When someone requests service the next step is to schedule an appointment. NOT just pop up.

  -We do not know yall and had never heard of yall before this incident.

  -You (the owner) became aggressive when you made false accusations against us (which you are still doing). 
  

  -We did not accept yall coming back into our home because you accused of lying. Why would I want you to come back if you cant even get off your high horse to see that wed have no reason to lie. We trusted yall and you being the owner betrayed that. 
  

  - Our AC is now fully functioning thanks to Air Agent which is another black owned business that has amazing customer service. 
  
  Sincerely,
  
  ***** *****