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:11/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Back in November 2022, I contacted my AHS and they assigned Right tech to come out on 11/23/22 and said the gas valve burned out then to return back until 12/12/22 to replace the gas valve, Still heater not working. came back out 12/29/22 that the control board burned out then returned back to replace on Jan 9. 2023, still heater not working return back again on jan. 13, 23 that now the exhaust chamber needed to be replace came back on Jan 24, 23. to replace again the gas valve and the exhaust chamber. Still heater not working. it took ******* to come out and still didn't fix the problem. On feb 9, 23 final decision from them was that the unit needed to be replaced and it was under warranty. They closed the order as well.

• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My air conditioning stopped working. It took Right Tech almost a week to come out the first time, during a blazing heat wave. The tech charged us $600 for freon, which after checking, we realized was not needed. He came out two more times, and still couldn't fix the issue. Finally on the 3rd visit, he said the evap coils needed to be cleaned, and wanted to charge another $800, and come back a FOURTH time. I told him to leave and called a local company, who fixed it within the hour and charged me less than HALF of what Right Tech wanted. Their technician was inexperienced and NOT at all knowledgable about what he was doing. I had to take three days off of work, which I lost pay on, not to mention the $600 I was charged for freon. I feel that they should either reimburse part of the money they charged me, or compensate for my lost time and wages.

• Initial Complaint

  Date:08/23/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 company came out through my warranty company AHS. I called on July 3, 2023. They came out on July, 10. The tech didnt tell me what was wrong, he just said he needed authorization to fix it and that he will send in report. He also stated I should receive a call in a few days. I never received any call. As of today July 17 *** said they never received the report and has been unable to contact the company. now the company closed the case. Im very disappointed in the lack of service I have received in triple digit weather

• Initial Complaint

  Date:07/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 6/22/2023 my home warranty company AHS sent out a technician from the Right Tech Air Conditioning and Heating Company, regarding my A/C fan was not working. Technician arrived approximately at 5:05 PM and I advised him of the issue with the unit. The technician then took off the cover and ask me when was the last time I put in Freon? I advised him less than two years ago, but that was not the problem. He then stated I needed 7 lbs of freon and it costs $165.00 a pound, AHS will take off $10.00 per pound discount. That would come to a total of $1155.00 dollars. I advised him at this time that you haven't even address the fan problem, your're trying to sell me freon. The technician then advised ok, I given you my diagnostic. I then asked for an invoice and told him you did absolutely nothing, he said told me it will be emailed in 10 minutes. I waited an hour no invoice, I called him and he said I'll have the office send it. I never received the invoice until I called the office the following day. This company is a scam and only trying to make additional money in selling me something I don't need.I hired an Independent A/C Contractor today and his diagnostic revealed my Capacitor was good and I didn't need freon, he tested and it came back 137 PSI. The Independent Contractor advised my issue was a bad condenser fan motor.I've contacted *** and advised of the incident.

• Initial Complaint

  Date:01/03/2023

  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.

  This company was sent my AHS to repair my air conditioning. This same company came out approximately nine months ago and charged almost ***** to replace the freon. This time around they indicated the freon needed to be replaced again to the tune of $2,000. As soon as I mentioned it had been replaced as recent as nine months ago and therefore must have a leak; the quite rude serviceman said they repaired the leak. This is absurd because with the cost of these service calls; the air conditioner unit could have been replaced. Furthermore, this company is more than 70 miles from my home, and I am not sure why Amercian Home Shield still uses them as a service provider. This company is a scam; please do not use them.

  Business Response

  Date: 01/23/2023

  Hello.
  
  Indeed we did go out to this address back in July.The contract was under ***************************. We charged one unit with 10 lbs of freon and the second one with 5 lbs of freon. The amount charged is per AHS contract. I am not sure what company went out the second time or what she means "this time around" but we never went out to her house again. Our call center may be 70 mils away however our technicians are local. This fact is completely irrelevant.

• Initial Complaint

  Date:12/22/2022

  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 November, 2022, AHS hired this company to come to my house because the heater is blowing out cold air. They came over and figured out that the furnace (?) needed to be lit up. Then they said that for additional $200, they can clean the furnace so that I WILL AVOID THE SAME ISSUE. Now less than 90 days later, I'm having the same issue. They have oversold their services by promising that I WILL NOT have the same issue if I have them clean the furnace for extra $200. Reading the complaints from this company below and other websites, it seems like this is a standard practice for them to sell and make false promises. Their responses below does not address their practice of making promises that is just false and taking advantage of home owners who are desperate to get the issues they're experiencing resolved. When you call them, the lady who answers the phone is an expert on deviating from directly answering why they lied.

  Business Response

  Date: 01/23/2023

  Hello. On November 10th we went out to this call. We have cleaned the flame sensor. We have noticed that the filter is dirty(customer's responsibility to change this regularly). No other mechanical failures found at that time. We recommended preventive maintenance. She agreed. Preventative maintenance must be done every season. It is was it say it is. Just because she paid for it it does not meant she will not have any other problems with her furnace anymore. There are many more components in furnace that can go bad.
  See Attachment/File: **************************pdf

• Initial Complaint

  Date:11/23/2022

  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.

  My air-conditioning unit stopped working. It was making a loud sound, almost like the motor seized. I contacted American home shield, which then called out this company. The tech that came out, was very nice and said that there was a part needing to be replaced and I was 3 pounds short on Freon. He also asked if I wanted to pay for both of my units to be serviced as a maintenance. I agreed and after everything, I paid $800 direct to them. AHS paid for the parts to be fixed. It was about a week later, we turned on the air conditioning unit and it froze again making the same exact sound from the original call. I rushed and turned the unit off. I called American home shield about a week later to report it. Supposedly they requested a report back from this contractor to see what exact work was done and completed and why I paid a maintenance fee and the situation was still happening. I never heard back from American home shield nor the contractor. They dispatched the contractor out again. He came today to inspect. Of course the unit seemed to be running normal. The tech was here for about 20 min. He seems frustrated with us asking why we did not take a video. Insinuating that we were almost lying about calling them out again. I was trying to explain to him that I was not lying and that the unit was still having issues even though it wasn't displaying at the time of his appointment. He got very agitated and kept asking us why we waited so long. Why we didn't have a video. Accusing us of pretty much lying. We were simply trying to figure out, why we paid a maintenance fee and the original issue is still happening The conversation got heated and let's just say he left with threatening us. He slammed my wrought iron gate and was cussing. when he realized that I was taping on my phone his tone changed. I feel completely disrespected and now I am afraid that this guy is going to come back and retaliate against me and my family. Total scammers!!! Do not use this company!

  Business Response

  Date: 01/23/2023

  Hello. Indeed we went out on 10/24. Did replaced some parts. Added freon and did maintenance on both units.
  We went back on 11/22 and found no mechanical failures. Both units were working properly. I am not sure what happened between the technician and the customer, but we can send another technician to see what the problem is. However preventive maintenance is recommended regularly. This does not mean the units will never have problems again.

• Initial Complaint

  Date:09/27/2022

  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.

  Paid this company $1010 on 8/23/2022 to service my air conditioner unit and on 9/26, approximately 33 days later, my AC stopped working again and they are refusing to come back out and service it since I am 30 days past the warranty recall period.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 8, 2022/10/31) */
  Indeed, the customer is right. However they need to understand that we follow the AHS protocols. We follow everything based on their contract. However, We told her to call AHS, if they make an exception we will gladly come over. We never got a call from AHS, neither from our account manager. We always get calls like this when some time passed after their grace period. We have always accomodated our customers when AHS has called us to do so. We still can come over but she needs to call AHS for us to get an approval from our account manager.

• Initial Complaint

  Date:09/22/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  My AC was going out frequently and Right Tech Heating and Air were sent by my home warranty (***). Right Tech sent a servicer on 8/26 who could not identify a problem because the unit was working at the time and he left without a diagnosis. After submitting another request, Right Tech sent ****** on 9/6 and the AC would not turn on. He said that it was the compressor overheating and that we'd need a new one. ****** recommended that we have them replace the unit for $4,8000 as that would be the quickest way to resolve our issue and recommended NOT going through our warranty as there may be delays or other costs going through them. We declined and said we'd be more comfortable going through our warranty and for him to submit his report to them (protocol is 24-48 hours). 48 hours later I noticed the case was closed by *** and after another call was told that nothing was submitted. The next day I called Right Tech to ask why no report was submitted and they said that because 9/5 (the day before the servicer came out) was a holiday they got an extra day to submit reports. When *** notified me that my service request was approved and to call Right Tech to schedule service. I spoke with *** and she said that my service was for a "line set" and it was going to be $275 out-of-pocket to me. I inquired about the compressor, and they said that wasn't what the service was for and couldn't explain the discrepancy between what ****** said & their report. I contacted *** who said that the "line set" service should be $0 out of pocket to me. Not being able to trust this company I hired another HVAC repair company that identified the issue by going to the attic where other part of the unit is (neither Right Tech technician did this). He confirmed that there were no issues with the compressor or line set and money spent to replace those would in no way have solved my problem. Twice this company tried to have me pay for a service I didn't need then denied any wrong doing.

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 8, 2022/10/31) */
  On 9/6 we went out to **. ************ house ***********. We found that either customer or someone else had changed the contactor and run cap. This automatically calls for a denial. We also diagnosed that the lines have restrictions. We recommended to change the whole unit for $4800. I am not sure who the customer called, but they are welcome to have a second or third opinion. $275 is for flushing out the line sets.
  
  Consumer Response /* (3000, 15, 2022/12/27) */
  The response from the business not resolve my complaint. If anything it further confirms that there policy is to charge customers for equipment/services that are not needed and they are not performing proper diagnostics on issues.

• Initial Complaint

  Date:09/20/2022

  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.

  The technician arrived to my home on Sept 12th, 2022 to examine the issues with my a.c. He told me a part needed to be replaced and it would be here in 2-3 business days.
  I called on sept 20th to follow up and the customer service rep was rude hung up in my face and told me that my insurance was not covering the repairs. However they informed my insurance company that the a.c was tampered. This was not communicated to me nor was I provided any documentation about any tampering. Worse customer service I have ever experienced.

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/12) */
  indeed we have did a service call with *********** on behalf of AHS. The unit is touched and tempered. She did talk to a office manager on this matter. We explained her that per AHS rules, we are not allowed to touch the unit if it is touched. Even AHS explained this to her. She was welcomed to get a second opinion with another vendor. We just follow AHS rules and regulation. Provide pictures and documentation.AHS makes the final decision. We are providing the invoice. She was never told that a part will be ordered. She is just upset that the case is denied.