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Business Profile

Heating and Air Conditioning

PROS LLC Cooling and Heating

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating and Air Conditioning.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:08/02/2024

    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.
    Found business on Thumb Tack Installed AC on April 23 Never worked correctly 3300 paid **** recommended a new furnace Installed on June 12th Paid 5500 Air still not working Returned and installed a pipe The added Freon Still dot working and froze up We have a ****** toddler who needs air We had another company come to uninstall and reinstall a new one They told us it was the worst install of units that they have ever seen AC was illegal with no info on it When they would have turned on heat they would have died -the pipe was not attached to the co2 out of house Not answering phones. Account has been closed

    Business Response

    Date: 08/21/2024


    Dear BBB and Complainant,

    Thank you for the opportunity to respond to this complaint. Upon reviewing our records, we can confirm that our company was responsible only for the installation of the furnace. We have no records related to the air conditioning unit and are not responsible for any payments or issues regarding the AC.

    As for the furnace installation, our records show that the installation was completed correctly and the customer was satisfied at that time. An invoice was provided, and the customer was informed of the need to sign and return the warranty paperwork within 30 days to activate the warranty. Unfortunately, it appears that this was not done, and as per our company policy, the warranty cannot be honored without the signed paperwork.

    During our last conversation with the customers family member, they assured us that if there were any issues with the furnace, they would contact us directly. However, it seems that they decided to engage another company instead. The request for a refund only came after this contradiction, and unfortunately, based on the warranty terms which were not adhered to, we cannot provide a refund.

    We apologize for any inconvenience, but we must adhere to our companys rules and policies.

    Sincerely,

    PROS LLC Cooling and Heating

PROS LLC Cooling and Heating is NOT a BBB Accredited Business.

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