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:05/31/2025

  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.

  The ** unit they installed in my home about a week ago doesnt work.

  Business Response

  Date: 06/02/2025

  You are on schedule for 6/3 for a service technician to come out and get the system running.

• Initial Complaint

  Date:05/27/2025

  Type:Order 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.

  This **mpany was dispatched to my home through a home warranty **mpany. The first ********** came out gave me a quote on repair but informed me that he would not be able to tell me what the exact problem was with the ** unit unless I paid out of pocket for the Freon up front. once I paid he would thing into find out where the leak was. I inquired about the home warranty **st(s) if any, and he was not able to tell me. It was a Saturday and ac**rding to him, the office was closed. I would need to pay and **ntact the office on Monday. I also inquired about a military dis**unt (I am a Veteran) and he wasn't sure if they offered it, again I would need to speak with the office. At this point, I needed more clarification from the office and my home warranty ** so he left. I spoke to the home warranty ** and was given the information needed. I also asked if they **uld send an alternate **mpany to **me back out and **mplete the work. I explained my feeling(s) of shady work practices. They assured me that this **mpany **uld/would finish the job they set out to do. I reluctantly called to reschedule the appointment for them to **me back out to **mplete the job with the claim they submitted to the home warranty **mpany and my out of pocket **st, which was also submitted to the home warranty **mpany. Once again, they scheduled to **meback out on a Saturday. Once the ********** arrived he quoted an even higher price than the first **********. This price was even higher/different than the claim submitted to the warranty **mpany. He informed me, if I did not agree to it, his supervisor told him he would need to leave and go to the next job. Because I did not want to wait for a 3rd trip I agreed to pay the out of pocket amount with the 20% dis**unt **upon from the website. This **mpany raised the price of the claim submitted to the warranty **mpany twice. I've spoke to the warranty **mpany who also agrees that I ONLY should've paid the price submitted to them.

  Business Response

  Date: 05/29/2025

  We apologize for the confusion about the pricing, and you were refunded $220 yesterday. I've attached a screenshot with the receipt.

  Customer Answer

  Date: 05/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:05/02/2025

  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.

  I placed a service call through my home warranty to service my HVAC. I was told the condenser needed ***lacement. My warranty covered most costs, but I still had to pay thousands out of pocket. I needed time to save. During that time, they called daily asking for payment. Once paid,I was scheduled for service between 8am2pm. By ***** one showed. I called South Placers office multiple times but was told only to wait. Their window is until 7pm. I wasted an entire day with no communication after rearranging my schedule to be home. I called at 5pmoffice was closed. The next day, they rescheduled, forcing me to take more time off work. The field manager, *****, called and shockingly told me and my mom (on speaker) their company had ****** up. He also admitted a *** had falsely documented I no longer needed service because they mixed up my file with someone elses due to their system being down. I reminded him thats not how you speak to a paying customer. Warranty or not, I paid out of pocket and deserved better.The installation was scheduled again for Thursday. I took another day off work (losing income every time). The installers claimed the unit worked; however, the duct tester that same day said it wasnt installed correctly. They returned Friday and supposedly fixed itbut it still didnt work. Then ***** came, discovering they never ***laced a crucial part. After he fixed it, the unit tripped the breaker 30 minutes later. On April 25th, another tech said wiring and parts still hadnt been fully ***laced. I insisted he stay until it worked and didnt trip the breaker. Finally, it was workingbut then he said another part was missing and had to be ordered. I was told theyd call to schedule once the part arrived. Today, May 2nd, I got a call at 9:38am saying they were on their way. By 11:47am, I was told they lost the part and needed to reschedule. Over two weeks, Ive lost thousands in missed work and endured endless incompetence. Absolutely unacceptable.

  Business Response

  Date: 05/06/2025

  We apologize for the inconvenience, but we have completed the contracted work and addressed the issue with your air handler (which was outside the scope of work of our install). South Placer has already refunded you $250 for your time.

  Customer Answer

  Date: 05/07/2025

  I am rejecting this response because:

  It should be more refunded due to the time wasted, and lack of competence. On May 2nd, your dispatcher contacted me saying that they will call once the part was in stock so they could schedule an appointment. As of May 5th, I received an appointment reminder for an appointment scheduled on May 6th for 8am-2pm service window. How is that possible when I did not agree to an appointment nor did I talk to a representative? Your representative did not call me until May 5th at 2:09 PM , to ask if I was available on May 6th for an appointment. Yet again, I had to move around my schedule , as well as take off work because of negligence and lack of communication.

  That is not okay! Its the principle. 

  
  

  Business Response

  Date: 05/15/2025

  You will not receive any more reimbursement. The job has been completed, and I've uploaded the technician's invoice stating the system is running in both heating and cooling. Please make sure you are available on 5/23 for the inspection.

• Initial Complaint

  Date:04/30/2025

  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.

  RE: South Placer Heating and Air ************, License ****** American Home Shield (AHS) Home Warranty, Headquarters: *******, ********* ************** I am writing to express my concerns regarding recent issues caused by South Placer Heating and Air in relation to my home warranty service, American Home Shield (AHS). I was recently working with *** regarding my AC but due recent changes in *** regulations and laws that went into effect in 2025, *** said I needed a new diagnosis and sent out South Placer Heating and Air to my home on 04/22/25, who caused property damage.04/22/25, a technician arrived at the home. He did not appear experienced. He asked to look at the furnace. He used a s**** and drilled into the unit which caused the unit to smoke and spark. His actions clearly demonstrated that he was not knowledgeable. I also have video footage. His actions caused property damage to the door switch, transformer, and circuit board which is now no longer operable. He also said that it was normal to inspect it in that manner. The technician informed management at South Placer that when he arrived at my home, the unit was burnt out. This is not true. The furnace was in operating condition with no problems prior to his arrival.Conversations with management at South Placer took place after the incident and another technician returned to the home on 04/25/25. This technician also did not inspect the equipment properly. He was unprofessional and rude, and did not send in the correct diagnosis to the warranty company, ***. South Placer has an extremely poor rating with BBB and many consumers share very similar experiences as mine. They did not provide me with any documentation and are trying to charge me with considerable out of pocket expenses, in addition to not taking accountability or responsibility for the damages they caused..

  Business Response

  Date: 05/02/2025

  This customer was verbally abusive to many **** employees, and was asking us to commit insurance fraud by submitting to the home warranty a diagnosis that would replace his entire AC system. We don't engage in fraud, which upset the customer. Please supply the video footage so we can review it in the office, if you do in fact have it. Other wise, **** considers this matter closed, and I will be speaking to the owner about placing you on the **************** list for your behavior. I've attached screenshots from **** employees after your conversations with them.

  Customer Answer

  Date: 05/04/2025

  I am rejecting this response because:
  
  At no point was it suggested or asked of the company to alter the facts of the service visit, the damage caused, or any reports generated. The only request has been that **** provide an accurate and honest account of the service performed, and the resulting condition of the furnace. 
  

  The technician was scheduled to inspect the air conditioning unit and locate a leaking condenser and evaporator coil; however, proceeded to examine the furnace without prior authorization from *** (home warranty) or necessity based on the service request. There was no indication of an issue with the furnace and no permission was given to service it. The technician caused damage to the door switch, and burnt out the transformer and circuit board, which had no previous problems. The findings provided by **** contradict a previous diagnosis from the prior licensed HVAC professional that *** sent to the home. The previous HVAC technician did not identify any issues with the furnace that SPHA described, which raises concerns about the accuracy and integrity of SPHAs assessment, in addition, as stated before, there were no previous problems or indication of an issue to the furnace. SPHA did not do the proper inspection on the system in addition, caused property damage. 

  While yes, being understandably upset and frustrated due to the property damage caused during this service, the two technicians that came to the home were not verbally abused nor disrespected. The concerns were expressed firmly in response to the unexpected damage caused by the technicians conduct. Based on the discrepancies in their estimates and the inspection findings, **** has misrepresented the necessary repairs and costs. There is reason to believe they have engaged in deceptive and fraudulent practices, including misrepresentation of the system's condition and overcharging for services and equipment. They were not transparent or truthful in their assessment or billing. The damage was a direct result of SPHA technicians actions, and SPAH should cover the full cost of the necessary repairs. Please review their previous BBB ratings and reviews which substantiate my claim about their business practice.
  

  Due to the significant concerns regarding this company and the recent service, including inaccurate diagnostics, property damage, and misrepresentation of the facts, SPHA is to not return to my home under any circumstances. 
  

  
  

  Business Response

  Date: 05/05/2025

  You have the approval to repair your furnace at no cost to you through your home warranty. I would like to add that using a s**** or a piece of tape to bypass the door switch is a common, industry-wide practice and doesn't damage the furnace.

  Customer Answer

  Date: 05/11/2025

  I am rejecting this response because: I am reporting that the **** caused damage to my property, and I witnessed it happen. The damage was a direct result of the technician's actions, and therefore is at fault. I am also unclear as to how **** would draw the conclusion that "I have the approval to repair my furnace at no cost through my home warranty". **** does not have any information in regard to my specific contract/policy, in addition my home warranty has confirmed that they will not cover the repairs for damage caused by contractor negligence, so I am holding **** responsible. It is also not "common practice" as **** states, and I witnessed the sparks and the smoke (unless causing property damage is considered common practice from this company). I was further informed by another **** company that it is NOT common practice and was informed of the appropriate way it should have been handled. As mentioned before, a previous HVAC technician who came to my home, did not identify issues with the furnace that **** described as there were no previous problems with the furnace. The technician from **** was scheduled to inspect the air conditioning unit but proceeded to inspect the furnace without prior authorization from the warranty company and caused damage. May I remind you that **** has received multiple poor reviews which reflect concerns similar to mine. This pattern of complaints highlights the importance of addressing this situation promptly and appropriately. 

  
  

• Initial Complaint

  Date:02/12/2025

  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.

  1/3/2024 American Home Shield (***) was contacted to repair communication issue and up and down stair thermostats not functioning properly. AHS sent South Placer Heating and Air to look into and repair the issue, after 4 visits in 9 days, the issue was not resolved. The dampers being adjusted each visit, unit would function for couple hours and then stop communicating. I contacted the company that installed the unit 4 years ago, paid 130$ to Environmental Heating and Air to diagnose the issue and they came back with a failed smart hub thermostat control covered by ****** parts 10yr warranty. Further I had mentioned that the pan has significant oxidation and is of concern to EHA. They tested the p trap and determined that the unit was functioning as expected but pan had likely failed due to the dampers both being closed and the condensation accumulating in the pan. I notified south placer of this issue, they sent out another technician they came out agreed with EHAs diagnosis and too that pan would need to be replaced. South placer did not test the * trap, pan or anything associated with the that part of the system, and were quick to state they could replace it for 1300$ outside of my home warranty. I informed them I was taking issue with *** and for *** to look into replacing the pan. To date of this complaint South Placer is refusing to replace thermostat unless I pay them to replace the pan on my unit. South placer submitted false documentation to the home warranty to *** about my p trap not being a Lennox part which was inaccurate, as it a new system and was signed off by inspection in 2020 when installed.

  Business Response

  Date: 02/19/2025

  We were happy to order and install the thermostat, but in order for us to do so we need customer approval to fix the p trap so we can get the system operating as designed. The p trap that is currently installed isn't what the unit requires.

  Customer Answer

  Date: 02/20/2025

  I am rejecting this response because: you have not tested or diagnosed the p trap as an issue. Youre technician is assuming it is incorrect. The company that installed then unit also says the equipment is correct. The condensation in the pan came from the dampers being closed from the malfunctioning air handler and not the p trap on my furnace. Further, your technicians were not able to accurately diagnose the thermostat on 4 visits and i do not feel they accurately assessed the pan and p trap issue that I brought to their attention. The pan is being replaced by environmental heating and air, who did the initial install and not your company. Lastly, the complaint was for the thermostat not functioning and nothing related to the pan, your technicians only took it into account when i brought it up and i dont feel comfortable having them replace the pan. Your company has left me without heat in my home for more than 6 weeks and this is egregiously bad business practice since both parts of the system do not effect the function of the other, restoring heat to my home should of been the priority. 
  

  Business Response

  Date: 03/06/2025

  I've attached the invoice that states that the p-trap isn'* a ****** p-trap. 

  Customer Answer

  Date: 03/13/2025

  I am rejecting this response because: p trap does not need to be a lennox part, was signed off by city inspection. You have not restored heat to my home since January 3rd, and your techs who are listed as being ****** certified have not been able to diagnose or fix a thermostat ans zone control board issue, or broken plenum which was the true cause of our issue. The p trap was never an issue. I had the pan replaced by the company that did the install and zone board with thermostats. Your techs came back out to check why dampers still werent working spent 15 minutes here and left, said there was an error in control system, in which there wasnt and left. I still do not have the ability to control heat up and down stairs due to broke. Damper system, not thermostat, drain pan, or p trap. The dampers need replacement and you are sidestepping the initial complaint to look for other issues that have been remedied by the manufacturer warranty.

   

  
  

  Business Response

  Date: 03/14/2025

  According to our notes, you were called yesterday to schedule an appointment for a technician to look at the dampers. I've also uploaded the diagnostic from the last technician who was there, who said that that smart hub and thermostat need to be replaced.

• Initial Complaint

  Date:01/06/2025

  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.

  New HVAC unit purchased March 2023. Unit started leaking through home August 2023. Water damaged occurred in bathroom and company filed claims with their insurance- **** and Next. Both insurance claims denied due to policy expired or not in effect. Company attempted correction but unit started leaking again July 2024. Extenuating circumstances due to trying to resolve with company directly and also weather permitting use of ac unit. New company came out and had to do corrections (relighting unit by crane as the unit was tilted causing water to drain back into ducts) Damage to bathroom remains and new costs occurred to fix the incorrect installation of HVAC unit. Company ignored atty ******* for payment and will not pay to correct damage. Company has ignored my emails.  

  Business Response

  Date: 01/15/2025

  I will speak with management and find out what is the best way to proceed.

  Customer Answer

  Date: 01/15/2025

  I am rejecting this response because: Management has ignored two demand letters from our attorney PRIOR to the unit leaking for a SECOND time and PRIOR to us having to call another **** company to fix the tilted unit and reinstall proper pan and ducts. They showed videos of water POURING out of our duct.  I have all documentation with dates and names of all techs including a manager who came out to figure out what was going on (he had to use my sump pump to get water out of duct) and also text messages from management promising to resolve it.  I have waited patiently for so long not writing reviews hoping the company would honor their word especially when they filed claims with their insurance companies and both deniedfirst denial because policy was issued in April and our unit was installed in March.., second insurance denied because policy was expired.  This company was made aware that a water damage company that MANAGEMENT referred me to showed a lot of water damage and mold and guess what. they didnt care.  
  
  

  Business Response

  Date: 02/11/2025

  We reached out to you today to begin the process of resolution.

  Customer Answer

  Date: 02/11/2025

  I am rejecting this response because:

  Phone call received asking what work was done by other company. Explained the work and the fact I have no working bathroom due to water damage still. Informed him I will send documentation again.  No resolution at this time.  

  
  

  Business Response

  Date: 02/12/2025

  Please send all invoices, estimates to ************************************************************ when you are able to do so. That is the first step in this process.

  Customer Answer

  Date: 02/12/2025

  I am rejecting this response because:

  Documentaion emailed this date

  
  

• Initial Complaint

  Date:11/08/2024

  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.

  The work on my A/C began 8/23/2024. South Placer was supposed to order a compressor and install it when it arrived. Today's date is 11/8/2024 and the work is not done.Many calls to their office were not returned. Those that were, said the compressor needed to be ordered. My last call was to the store manager, who was not in. My call was never returned.All I want is for South Placer to do the job.

  Business Response

  Date: 11/11/2024

  I apologize for the inconvenience, and I have reached out to the ************************* so they can send you a contract. Please sign that as soon as you receive, and we will begin the process of getting your installation scheduled.

• Initial Complaint

  Date:10/22/2024

  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.

  On 6/18/24 we called our home warranty regarding our A/C not working. They assigned us South Placer Heating and Air. They came out and said we needed a new air handler. They came back and installed it. It didn't fix the A/C. They came out and said it was a bad wire from the ** disconnect to the breaker. Hired an electrician and that was not the case. They came back out and changed the capacitor. That didn't fix it. They came back out and replaced the our HV** system including the heat pump. The A/C works not our heater. They came back and could find the problem. They are coming back today to try and fix the unit. The new unit was scratched and dented. I reported it and they replaced the dented panel. They said it is just cosmetic and it works. I don't believe this was a new unit. NO paper work included. This has been going on since June 2024. They have been out 9 times already. Management will not return any of the calls or emails. **************** is horrible. I have filled a claim with my home warranty about the unit being scratched and dented.  

  Business Response

  Date: 10/29/2024

  We reviewed your account, and your system works as of 10/22. We have also mailed you the manual for your new heat pump condenser. It is unethical to install used units, and despite the minor cosmetic damage, the unit was in fact new.

  Customer Answer

  Date: 11/01/2024

  I am rejecting this response because: we would not have received the manual if I hadnt requested it. It also looks like a copy printed from the manufacturer web site. Although you state the unit is new and it just has cosmetic scratches. I believe that is unacceptable for a company to install a new unit that comes looking like this. We are looking to have the price reduced to resemble the cosmetic looks. It took me to go the BBB to even get a response from South Placer. I have left several voice messages and emails with ******* and still havent been contacted since June of 2024.
  

  Business Response

  Date: 11/13/2024

  The manual sent to you is the manual for the unit. The final inspection passed yesterday (11/13), and we have fulfilled our part of the contracted work. 

  Customer Answer

  Date: 11/17/2024

  I am rejecting this response because: Although the installation is done, I am still unsatisfied with the unit they delivered with scratches all over it. They didnt include the ******. I had to call to request the item. Just as when the city of ********** inspector said they had to install smoke detectors in all sleeping spaces. They argued that. The city inspector emailed me the code/law. They then said they were doing us a courtesy to have them installed. Please its the law. I want them to give us a discount on the scratched unit they installed. This has been the worst experience ever. Their customer service is embarrassing. How they stay in business is a miracle to me.
  

  Business Response

  Date: 11/27/2024

  I have uploaded the permit showing that the inspection passed, as well as a copy of your contract which shows the smoke alarm exclusion. We have fulfilled our end of the contracted work.

• Initial Complaint

  Date:10/21/2024

  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.

  Initially had furnace installed Nov. 6, 2023, while still under warranty furnace stopped working properly. Starting April 8, 2024 South Placer came to assess problem, but was unable to fix the furnace. Ive had 15 service calls, (from 4/8/24- 10/16/24), and the furnace is still not fixed. It continues to shut off prematurely and will not blow heat. I was told it was a flame regulator, then something had fused inside, then the ************* then the chip for the ************* then an internal plug/switch, then (the wrong switch was brought out for installation), then It was the outlet that services the furnace, the ground wire. Electrician came out, and it was not the ground wire. Lastly, after a manager came to assess it I was told I would get a replacement furnace, as the furnace was still not repaired. Now, today, October 21, 2024 I get a call, from a ****** *******, saying yet another part has been ordered for the furnace, an ignitor switch which is not what I was told would be the next steps, in a ridiculously long, long process. At this point, I would say the furnace is a lemon and is inferior! They need to make good on the Docusign document that clearly states under the Description of Work: Install furnace. I have been going back and forth with South Placer for months (April 2024- present), in an attempt to solve the problem. The installation of a new furnace seems like a plausible outcome instead of trying to fix a furnace that appears unfixable. Thank you in advance for your assistance in helping me resolve this matter.

  Business Response

  Date: 10/29/2024

  We apologize for the issues that you've had with the furnace, but the owner of the company reviewed your account and decided that the spark ignitor needed to be replaced. We hope that you will give us the chance to get your furnace full operational.

  Customer Answer

  Date: 11/01/2024

  I am rejecting this response  Fifteen service calls to repair a furnace should be more than sufficient to assess and fix the problem. To be told that who has never even examined my furnace can confidently assert that the spark igniter is the definitive culprit is not only perplexing but also dismissive of the extensive history of failed repairs and misdiagnoses. If the notes and assessments from previous visits are as flawed as the service Ive received, I am left with little faith that the spark ignitor is indeed the issue. 
  Perhaps most disheartening was the assurance I received that my furnace would be replacedan agreement I signed in good faith. This promise, however, has been rendered meaningless by the apparent unwillingness of your company to follow through on its commitments.
  In light of these experiences, I have come to the inevitable conclusion that I can no longer engage with your company in good faith. Therefore, I am formally requesting reimbursement for the total cost of the furnace, amounting to $6,430.28, as well as the$100 paid to the electrician for a service that was ultimately unnecessary.

  
  

  Business Response

  Date: 11/14/2024

  I spoke with the technician, and he said that he broke the ignitor while fixing your unit. The furnace just needs new ignitor, and then it will be fully operational. Our **************** will be reaching out to you next week to schedule you, please allow us to get your furnace working.

  Customer Answer

  Date: 11/18/2024

  I am rejecting this response because: I want to be unequivocally clear: I am no longer interested in doing business with your company.  Your latest excuse is just one more in a long series of failures, misdiagnoses, and ineffective assessments. After fifteen (15) visits from your technicians, countless consultations with technical support, and an unwarranted electrical repair, that you insisted upon, my furnace remains inoperable! It has been nearly a year, and I have lost confidence in your ability to resolve this issue.  It is time to put an end to this ordeal.  I demand a full refund for the cost of the furnace and reimbursement for the unnecessary electrical work.  Consider this my final requestlets conclude this matter once and for all. 
  

  Business Response

  Date: 12/05/2024

  We have entered in a contract to replace your furnace, which you have attached in your complaint. We are attempting to fulfill our end of the contract. If you can send me the invoice for the electrician I can review that, but we are not replacing the furnace.

  Customer Answer

  Date: 12/09/2024

  I am rejecting this response because: In light of your nonsensical response wherein you state you want to honor the contract in providing a replacement furnace only to conclude your statement by stating you will not be replacing the furnace, makes the case why I no longer will do business with your company. Reimburse me for the furnace, and the unnecessary electrical work done at your insistence and I will find a reputable company to further assist me. You have the receipts for both the furnace and the electrical work. 
  

  Business Response

  Date: 12/10/2024

  Please understand that you will not be getting another furnace.

  Customer Answer

  Date: 12/10/2024

  I am rejecting this response because: Immediate Demand for Full Refund.

  I am writing to formally communicate that I will no longer do business with your company! Full STOP! After 15 service calls and your consistent failure to adequately address the issues with my furnace, your latest excuse regarding the spark ignitoronly to have your technician admit he broke **** simply unacceptable. This level of incompetence is infuriating and unprofessional.

  What will the next excuse be? The dog ate it? I refuse to accept any more delays or half-hearted explanations. 

  I demand a full refund of all my money; $6,430.28 for the furnace and $100.00 for the unnecessary electrical work you insisted on. I expect this matter to be resolved immediately. 
  
  I look forward to your prompt response. 
  

  
  

• Initial Complaint

  Date:09/30/2024

  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.

  Problem with ** reported to my home warranty company - ********************. ********** responded ******, took pictures, sent info to company to generate work order cost. Not all of the repair was covered and some letters were sent. before I went ahead with the job. I confirmed work could be done and cost was approved. Part wasn't ordered until August 22nd and didn't arrive until September 18th!!!!. Once it finally was delivered to my residence the crew wasn't able to complete the job because a part was missing!! The company was advised the repair was holding up selling my home. The multiple calls to the company were disregarded, I was treated horribly, and at one time told a manager WOULDN'T speak with me. I had left a check for the work and was out of town when the technician arrived and didn't know if wasn't completed until the next day. Nobody from the company has ever reached out with any update, words of apology, offer of financial remedy or solution. Not sure how they continue to do business. There was some initial blaming of the home warranty company then admitted the "dropped the ball".

  Business Response

  Date: 10/21/2024

  We would like to apologize for the service you received. It looks like there were multiple issues with getting the condenser and installing it. The jobs has been completed, and we appreciate your patience.