ComplaintsforCertified Heating and Cooling, Inc.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi. We were under an annual maintenance contract through July 2024. A technician came to our home 2/21/24 for a scheduled preventative maintenance. When he was leaving he pressured us into renewing this maintenance agreement months ahead of our renewal in July. He explained we could cancel before using any of the included services and only showed me signature boxes for the contract. I didnt not have an opportunity to read anything. Just to sign. We found out a few weeks later in March we are moving back to ***** for work reasons. I called certified heating and cooling last week to cancel our $372 service contract which we will not use and have not used any services. We listed our home for sale today. The representative, possibly named *******, said the fee we paid is non refundable which contradicts what the service technician told us when he was onsite. We havent used any services related to the preventative maintenance renewal and the information presented by the technician did not say this was non refundable or else I would have waited until our current maintenance agreement expired in July to renew. The company is unwilling to help us or refund the $372 we paid for future services. We would appreciate the BBBs help with a refund. Thank you for your time and consideration.

  

  Business response

  04/13/2024

  Christian- and BBB I would like to respond as the challenge has been resolved, was a communication error and had been corrected thank you *************** for being a valued customer! 
  

  Thank you

  **************************;

  Customer response

  04/15/2024

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

  Thank you to ******* and his team for help resolving the issue. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a maintenance agreement ($216) from Certified to have our HVAC serviced twice. Oct visit deferred to Feb due to hurricane. We communicated to the company scheduler that we would also need our 2 ** light bulbs replaced. The technician arrived and worked on both the inside and outside units. The tech said our ballast was bad and that the company no longer dealt with this ** company. He then put the new bulb in and showed me that it did not work. We asked if the ballast was under warranty and he said the hurricane voided our warranty. The light bulbs were on and working prior to him coming that day. He told me that we could buy a new system but that the ballast they sold now would only have one light so we would need to buy two ballasts. My husband contacted Certified to find out more about our warranty because the hurricane did not affect our lights. Certified told us it would cost $426.85 in labor to replace the ballasts and light bulbs under warranty. We were not pleased to see how expensive this was so we consulted with another HVAC company who said they dealt with ** lights. While we waited for the warranty quote from Certified, we noticed that our water sensor under our unit was now on and there was a ton of water under it. I looked under the unit and could see ice forming. Now, we called the other HVAC company and they looked at the outside A/C he had checked and said our freon was at 3 and that was why it was freezing up. They filled the freon to 10 and then looked at the ballast unit. The new technician moved a wire and the lights went back on so the ballast was fine. It appears Certified did not check my freon and did not know how to replace the ** lights (or did something to it) to trick us into spending money on two ballasts we did not need. It cost me $885.00 to fix my unit so the unit would not freeze up and test the ballast. It is very suspicious that all went bad after his visit and no checklist was sent.

  Customer response

  02/22/2023

  Hello,

  It was the third attachment to this email.  I am attaching again.

  *****

  

  Business response

  02/22/2023

  Good afternoon . This is *************************** the operations manager for certified heating and cooling . My Customer support team has reached out to the customer on 2 different phone numbers and sent out a email to speak with them about their concerns today . I have also reached out and left a voice mail with *** and sent him a email since his name is on the account. I have reviewed the information and there looks like there was some miscommunication on our last maintenance visit , I would love to address our customers concerns and also get this to a resolution, feel free to let our customer know we would like to speak with them to get to a resolution. 

   

  My email is ********************************************************* 

  Thank you 

*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. ↩