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Business Profile

Air Conditioning Contractors

Perry Heating, Cooling, and Plumbing
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Perry Heating, Cooling, and Plumbing's headquarters and its corporate-owned locations. To view all corporate locations, see

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Perry Heating, Cooling, and Plumbing has 2 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/28/2024

      Type:Billing Issues
      Status:
      Resolved
      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.



      Better Business Bureau:


      The business sent an estimate, invoices for 03/22/24 & 03/26/24,  and warranty information.   They stated they do not have an invoice for 03/25/24.

      I would like to close this complaint.

      Please advise.

      Christina Rodriguez


      Business Response

      Date: 04/01/2024

      Our records show that our Customer Support Team and General Manager attempted to provide the customer with the requested documents via email two times prior to this complaint being filed on 3/29.

      Our General Manager, Monica, has followed up with the customer again to ensure that she has received the invoices and that they are not going to her spam folder.

      Please let us know if there's anything else we can do to ensure that this complaint is resolved adequately and represents our best faith efforts to complete this customer's request. 

       

       

    • Initial Complaint

      Date:02/22/2023

      Type:Order Issues
      Status:
      Answered
      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.
      In early January 2023, Perry Heating and Cooling was called to our home to diagnose a heat pump malfunction. We were charged $89.99 and was told that the repair would be $7,500 or a new unit would be $13,000. When we arrived at our home in February we had another company diagnose the issue. We were charged $85 and in less than 1 hour the problem was fixed.
      We are living in a 55+ community where many of our friends and neighbors are older and less savvy when it comes to being taken advantage of by companies and individuals.
      I called them yesterday and the admin assured me that someone would contact me to discuss the situation. I have not heard from them.
      I'm concerned about 2 things:
      1. Did they inflate the price because we were out of state and had renters to accommodate and/or
      2. That we are seniors who don't know any better and have disposable income(which we don't have)
      I hope you can help protect others in our same situation.
      Thank you,
      J******

      Business Response

      Date: 03/06/2023

      Hi J******,

       

      Thank you for taking the time to connect with the Perry team over the past few days. As discussed, we are going to thoroughly retrain the technician in question on diagnosing heat pump issues and will keep you updated on their progress.

       

      I want to thank you for giving us the chance to correct this issue. Also as discussed – and as a token of our sincere appreciation – we are providing a credit for future service.

       

      Thank you for your patience. We hope to have the chance to serve you as a customer again.

       

      All the Best,

       

      The Perry Customer Team

    • Initial Complaint

      Date:01/28/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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.


      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 18943275, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.



      Regards,



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



       

      Business Response

      Date: 01/30/2023

      Hi there,

      I'm sorry to hear about the frustrating experience getting in touch with our team. I'm not sure why my team did not receive your previous requests, however, I can confirm that I received your request from Saturday January 28th and have made changes to ensure that you will not receive further mail from Perry.

       

      If there's anything we can help you with moving forward, please call us at (520) 523-3537.

       

      All the best,

       

      Tyler Green

      Perry Heating, Cooling, and Plumbing

    • Initial Complaint

      Date:08/09/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 7/27/2022 a technician from PHC came to my home.I have been concerned about high electric bills and he looked at the electric meter, thermostat, and then the AC unit.He determined the AC unit was from 1992,therefore it was not operating well. The tech told me that if I purchased a 16 seer unit,newer and more energy efficient,I would have a $100-150 reduction in my electric bill.I purchased the unit (4 ton, 16 seer Trane) that day using their financing. It was installed 7/30.Over the next several days I noticed there was no difference in the unit's run time,it was turning on and off every 5 to 9 minutes.I called PHC on 8/2 and asked to speak to a manager.They told me one would call,I waited 3 hours, no call.I called back, and they told me they did not know when they would call.They had a tech call me who told me the unit was running correctly, “it's hot out and it should be running every 5-10 minutes”.(After doing some research,I figured that this is called "short cycling" and it's not normal). I asked the tech to have a manager (Stefan) call me. I said I wanted to know how they determined the size of the unit I needed, and he had no response, “we run some numbers.” He said he would send a tech on 8/9 to do an install inspection.I started calling other AC companies and learned PHC was supposed to conduct a Manual J Load Calculation to determine the size of the unit I need PRIOR TO INSTALLING A NEW ONE.I called back and asked them to bring the MJLC report on 8/9 as they must have it, as it was needed for a permit filing with the city.No answer.On 8/9/22, the tech and modified some things with the unit's thermostat and it is running on 16-17 minute cycle. The tech told me that Steve (a manager) would be over to do the MJLC. Steve never showed up. I called back, no answer.I left a message, no answer. At this point I want them to do a MJLC to ensure that I have the correct sized unit. If I do not, I want it replaced with the correct one.

      Business Response

      Date: 07/25/2023

      The unit was removed and the customer was refunded her money--this issue has been resolved

    Perry Heating, Cooling, and Plumbing is BBB Accredited.

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