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:08/21/2023

  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.

  8-21-2023 I had purchased a ******************************************* Conditioning came highly recommended from Lovewells Propane & the BBB & from having used him once before. I felt I could trust his word & work ethic. The invoice he gave me quoted a fee of S388.00 for Hav-Vac repairs & stated I needed a ********************** which he carried with him on his truck.At the time of the inspection, ***** recommended doing the work that day, but my Realtor declined stating escrow needed to close first, so I reluctantly waited.Shortly, after the close of escrow I contacted ***** for an appointment to do the work. Two appointments were given & both were cancelled by ***** stating emergencies arose on the same day as the appointment & usually close to, or several hours after the appointment time had passed. ***** had apologized; the first emergency involved a young child & an electrical short he had to fix. The second involved his brother'n laws truck breaking down & he had to help him fix it. All I knew was he was on his way via a phone confirmation, but he never made the appointment, the truck broke down & I had to call him to find out.I explained to ****** I had a heart condition & if my AC unit went out in the heat wave it increased the risk of *************** Attacks when could we reschedule, he said he'd call me sometime in the following week.Then on 8-21-2023 Monday morning around 10:45 I again called for an appointment but ***** was on a job & too busy to speak. Why would you ever treat a returning customer that spoke highly of you, sends you business, in this way. ***** could not even tell me if he had lit my pilot light during his Hav-Vac inspection (it was not coming on) nor if it had actually even been inspected, he could not remember. Resolution: Kindly, provide a time & date "This Week" that you can actually show up for & honor your estimate & promise to fix my AC/Hav-Vac unit to the best of your ability. That is all I ask.************************************

  Business Response

  Date: 08/30/2023

  To. Whom it. May concern.  Talk to the home owner told  her that l would  put parts on the unit that l. Recommended  *********************. ************ 

  Customer Answer

  Date: 09/02/2023

   I am rejecting this response because: of a Technicality as outlined below.
  

  9-2-2023

  
  Dear BBB and Angel,

  
  Regretfully, I could not accept Angels generous offer to replace ** items on my ** and Heating Unit.  Why?  It is apparently a Technical Issue; According to the new Vendor recently sent out by my ********************** the Hav-Vac unit has a large crack in it that is not fixable and is causing a Gas leak into the house.  The ** unit has other issues mostly dealing with age and the difficulty in obtaining new parts. 

  The new Vendor has suggested to my ********************* that based on their findings they are suggestion a whole new unit due to the extended age, safety and inability to find new parts for the entire unit. 
  

  In my opinion, I was very lucky that things worked the way they had and would like to once again thank the BBB for their very kind assistance and also thank ***** for his recent phone call.  *****'s recent call gave me the opportunity to bring him up to date on the new findings regarding the ** and Heating Unit and explain why I had chosen to move forward with the recommended Home Warranty Vendors, rather than with him at this time.
  

  Sincerely,
  
  C. A. Remington