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:12/23/2024

  Type:Customer Service 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.

  *** ****, President Wolfgangs ******************************************* ******************************* Dear ***,I am writing to express my serious concerns regarding the unprofessional service I have received from your company. As a customer who has trusted your business with my HVAC system maintenance, repairs, and plumbing, I am deeply disappointed by multiple incidents of poor customer service and questionable technical work.First, when I recently attempted to schedule a service appointment, your customer service representative abruptly hung up on me before addressing my scheduling request. This type of behavior is completely unacceptable and shows a concerning lack of respect for your customers.Additionally, during a previous service visit, your technician left cables loose on my HVAC unit, potentially creating a safety hazard and requiring another service call to correct. When I asked for the root cause of this issue, your current technician was argumentative and refused to answer my questions about the necessary repairs. Instead of providing professional explanations and solutions, they displayed a dismissive attitude that has further eroded my confidence in your company, and I asked them to stop talking and leave my home.I trust you understand that your company's reputation depends on both technical competence and customer service excellence. I expect:1. A formal explanation of how these service issues will be addressed 2. Assurance that your staff will be properly trained in professional customer service I have been a customer for four years, and I would prefer to maintain this relationship yet need to understand why I should continue our business relationship after having spent $29,000+ with you since 2021? owever, I need to see immediate improvement in how your team handles customer interactions and technical service. I look forward to your prompt response concerning these concerns.Sincerely,******* *******

  

  Business Response

  Date: 12/31/2024

  I am writing to express our gratitude for your letter highlighting the recent service issues you experienced with our company. Your feedback is invaluable to us, and we sincerely apologize for any inconvenience and frustration this may have caused. At Wolfgangs, we are committed to delivering exceptional customer service and technical expertise. We understand that our reputation is built upon these principles, and we are dedicated to upholding them at all times.
   Upon reviewing the phone call made on December 21, 2024, at 7:42 a.m., we have identified areas for improvement. The call, handled by our answering service, has been thoroughly assessed. We have communicated our feedback to them, emphasizing the need for immediate improvements in their service delivery to meet our standards.  In terms of the technical issue with the Molex plug, I have personally reviewed the situation. Service Technician ****** actions were analyzed, and it was determined that the previous technician, while investigating the black specks inadvertently left the heating cycle plug disconnected. We are pleased that the issue was resolved promptly. However, to prevent such occurrences in the future, we are reinforcing our training protocols, focusing on ensuring all repairs and units are fully operational before our technicians depart. We deeply regret any distress this incident may have caused you. Please rest assured that we are taking the necessary steps to enhance our service and prevent similar issues from arising. An email has also been sent to your personal email, and we will follow-up with a phone call.  Thank you again for the opportunity to address your concerns.

• Initial Complaint

  Date:01/31/2024

  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.

  A plumber came to my home on Thursday, January 25th. After he saw that my Watermark cartridges needed to be replaced, he informed me that I had to sign a disclosure indicting that ******** would not be responsible if anything broke on the powder room faucet. I declined to sign and then he informed me I was to be charged a service call of $109.00. I told him I was not informed when I made the appointment that a disclosure form needed to be signed before the work was begun. I was told there was a service charge for coming out, but nothing was told to me about signing a disclosure form in advance. Had I know about this disclosure signing, I never would have requested ******** to come out. I sincerely feel I should have been told about this disclosure signing in advance. Never have I been asked to sign a disclosure by a plumber before. This was entirely new to me! I feel whoever scheduled my appointment should have told me about this disclosure when we were on the phone together.

  

  Business Response

  Date: 02/01/2024

  You're probably referring to a disclaimer we have in place for everyone's protection and liability. Signing a disclaimer isn't required on most calls. The customer service rep wouldn't know to tell customers if a disclaimer would be needed when the service call is being scheduled. We have this in place for the possible unknowns that could arise due to age or the specialized plumbing fixtures that we see nowadays. There are many faucets and other plumbing fixtures that are special order and delicate to handle during a repair or replacement.

  We're sorry you felt misinformed prior to the service call. We are very willing to help with any plumbing repairs you have but we can't take on liability for a product that we don't sell directly to our customers. We don't require homeowners to sign a disclaimer for the products with warranties that we sell and install.

• Initial Complaint

  Date:09/18/2023

  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.

  I had a new AC installed in 2020 by AZ Cold Air (now operating as ********'s Cooling, Heating, and Plumbing) that is having issues cooling the house. A ******** technician came out to inspect the system on Aug. 28 and told us our system was installed incorrectly. It uses a 1/4" OD liquid refrigerant line where the manufacturer (manu.) installation specification says the minimum is 3/8" OD. Also, the system was over pressurized.When the tech removed the excess freon, the system completely stopped cooling. He speculated that the installation techs knew there was a problem at the time of install because it was not cooling at the right pressure, so they continued to add freon until they saw a response. At the time of install we were told we did not need to replace the lines and there were no problems with the install.The tech called his manager at the time of the diagnostic and told me I would get a quote to replace the lines on Aug. 29, but I did not. I texted two different call/text numbers from their website on Aug. 30 and Aug. 31 about the situation, asking for a following up, and that the lines should be covered by the 10 year Workmanship Warranty on my contract, but never received a response.My husband called their office Sep. 5 requesting a response. On Sep. 7 *******************************, the Service Manager, called me to state that the system was installed to manu. specs despite the undersized lines and overpressurization, therefore the Workmanship Warranty does not apply and provided a quote via email. However, the quote is to "bring refrigerant lines up to manufacturer's specifications". **** confirmed in a later email that they had done all work in accordance with manu. specs. Two independent BBB accredited companies [Semper Fi (listed as a manu. local pro) and ****'s Heating and Cooling] inspected the system and states that the unit was not installed to manu. specifications and is malfunctioning due to the over pressurization and undersized lines.

  

  Business Response

  Date: 09/22/2023

  ****

  I'm sorry you've had some issues with the system that was installed for you in 2020. I reviewed the accepted work proposal from 2020 and nothing was mentioned about the liquid refrigerant line needing to be replaced from 1/4" to 3/8". The recommendation should have been given as an option to get the full cooling btu's. It would have been at an added cost due to refrigerant lines not generally needing to be replaced at time of equipment replacement. We would be willing to offer 2020 pricing for that line upgrade which would save you 33% off of the quoted price you were given. Give our Service Manager ******************************* a call if you would like to get this resolved at the reduced price. 

  Thank you,

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

  Customer Answer

  Date: 09/27/2023

  Our complaint is not for having minor issues since installation or the loss of efficiency costing us money over the last 3 years, but with the out of spec. installation causing failures.

  
  

  To reiterate, our system has been failing intermittently. The compressor is being overworked due to being installed with undersized refrigerant lines and too high of a pressure according to the manufacturer requirements. We have confirmed these requirements with the installation manual, the manufacturer, and two independent companies in addition to your tech. Please clarify if we disagree on the requirements.

  
  

  I am glad we can agree the lines should have been replaced at install, but the replacement is not an option to achieve the 'full cooling btus'. It is a requirement, not a guideline, and requirements need to be met in order for the equipment to function properly. This is evidenced by the fact that our system installed in 2020 is already failing while we are well within our 10 year workmanship warranty.

  
  

  The dismissive and deceitful service provided by ******** (going so far as having the service manager accuse us of being the reason the lines are the wrong size) has undermined our trust in ********. Therefore, we are seeking compensation equal to your estimated cost of the repair so we can coordinate the repair with someone else plus a refund for the $100 service charge we incurred to have your tech investigate the undersized line issue. 

  
  

  At the time of install, your cost for the added service could have been limited to the cost of the copper liquid line itself plus the labor to pull the line through the attic since the rest of the system was already disconnected. If you would like to provide a reasonable itemized cost breakdown for this limited operation in 2020 prices, we would be willing to reduce our requested settlement by that amount.