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:12/03/2024

  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.

  They sold us a faulty which could cause a fire, their words not mine.. Charge you $106 to show up. You would think they waive the fee of $106 for a service call.. after the service tech blatantly said it was a manufacturer defect, ************* is selling these products that are manufacturer defects and installing them in homes and telling people that theyre going to be fine when in all reality they can start a fire..

  

  Business Response

  Date: 12/17/2024

  Please send a copy of your invoice. 

• Initial Complaint

  Date:10/29/2024

  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.

  service of our home a/c was provided on 9/5/2024. issue was located on coil inside a/c air handler. service was completed and 30 days later same issue. called company and was told that we would have to pay ***** for service call weekly or 1***** for week end emergency call. stated we have a contract with company was told that a supervisor would call us back, no calls received. we called another service company and they determined refrigerant leak was on the outside of a/c unit.they came out and fixed paid them ******. total for service on a 6 year old a/c ****** and 1694.56=2639.56 . we are 78yo living on ss, have lived in ******** Fl 45 years. ****************** ******* *************************************************

  

  Business Response

  Date: 11/05/2024

  Please send the invoice from the leak repair. 

   

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22484601
  
  I am rejecting this response because: Service not provided
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 11/12/2024

  Please send your invoices from Adirondack Services for the service in question. 

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22484601
  
  I am rejecting this response because:

  Please review the attachments of the invoices:
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 11/21/2024

  *******, 

  We are very sorry for the issues you have had with your Ac system.  The high efficiency minimums the government has put on A/C systems has made the coils and copper weaker and  Unfortunately it is not uncommon, as all manufactures are having leaks in their systems.  The last service you requested after hours went to a on call technician and he offered you immediate emergency service after hours and also offered our standard service during normal hours and you denied both options. Your service fee would have been no charged once we had a chance to review your records. Your leak check and Freon would have also been no charged based off of your previous service. Your total charge to repair your leak would have been $289.00 if you would have used our service. We installed refrigerant in your system to get you cooling, we installed an air purification system in your system and you signed up for a preventative Maintenance agreement. 

  You made a decision to use another company that charged you almost $1000.00 for service you already paid for through Adirondack Services and unfortunately this violates our warranty policy.  The services you paid for have already been performed and are non refundable.  

  We can offer you a refund on any unused portion of your preventative  maintenance agreement. If this is something you would like, please let us know. 

   

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22484601
  
  I am rejecting this response because: Incomplete description of issue. will wait until we get records to show phone calls before 30 days. response when we called  "a Supervisor will be in touch". waited 4 days. So we will continue next year after Holidays for us.

  we will take another direction. BBB Thank you for your service. 

  The remaining Balance of service/contract that company offered can be applied to BBB as a Contribution.

  If they will not do that send to us and we will donate to BBB
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:10/18/2024

  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 July 29,, after going to change my air filter, I noticed sludge on it, although my 2016 HVAC had been working fine. I explained the situation to *****, so she sent ******** over to check it out. It cost me $2,099 for ******** to do the work. Prior to doing the work, after learning how much it would cost, I asked ******** if I would be better off purchasing a new unit. He said my current one was working fine but it needed a lot of cleaning inside and out. He said I could get several more years out of it, and a new HVAC would cost between $8-10,000. ******** even recommended that I spend several hundred more dollars on a UV Germicidal Light that, wisely, I chose not to purchase. I learned a couple of days later that my neighbor who lives two doors down from me had the same type of sludge on her HVACs air filter, and she told our buildings maintenance man. He referred her to someone who came over, took care of the problem, and charged her $65. Her HVAC is still working fine to this day, but the motor on mine started weakening at the end of September/beginning of October. As a result, I called ****** and she sent **** over. He checked it out and said my unit was running low on refrigerant, and that may be the problem, so it cost me an additional $326.46. The next day, the motor weakened even further, and then stopped working entirely. I calked ***** again, she sent ******** back over, and he said the unit now needs a new evaporator fan motor,. He said the labor for that itself (aside from the new evaporator fan motor) would cost approximately $1,500. I, obviously, was not going to spend another dime with Adirondack Services, and should have purchased a new HVAC from the beginning despite what ******** told or rather sold me. Since all of this, Ive spoken with **** to give Adirondack Services an opportunity to make it good, but their only solutions are for me to continue to spend more money with their company which, at this point, clearly seems unwise to do.

  

  Business Response

  Date: 10/18/2024

  All work is complete and final. We have offered discounts on the new motor and we have also offered to put part of your service money towards a new system. 
  

  If you would like the new motor at the $500.00 off price or if you would like to put your $1500.00 service money towards a new system please let us know. 

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22437623
  
  I am rejecting this response because I have already spent $2,425.46 with this company. My HVAC was operational before Adirondack Services began working on it, and now it no longer is.
  

  Therefore, I am unwilling to pay additional money to this company which is what their solutions require me to do. Id rather be refunded the money that I spent with them so I can move in another direction as far as my HVAC needs.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:08/25/2023

  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.

  On august 13 2023 my mothers outside air conditioning unit stopped working I called this trane dealer requesting a repair and they said it would be a $289 service call to come out, according to my warranty I know I have to pay the after hours call and I agreed to the price, technician came out and said it was a bad capacitor I showed him paperwork I had and he said the warranty was a hassle and said it would cost $659.12 my mother is 84 years old and desperately needed her air conditioner so I was forced to pay that amount. I called trane directly and they said I have a valid warranty and that was a very high price I called office and somebody was supposed to call me back and they never did I would like a refund back because they charged me $350 just for parts and $309 for service call.

  

  Business Response

  Date: 09/06/2023

  The charges was for the labor to install 2 capacitors, to order replacement capacitors through Trane, to process the warranty paperwork and for a 1 year labor warranty. 

  Trane does not cover after hours service and does not pay for the 3 hours involved in ordering the parts, picking up the parts and installing the parts.  Adirondack Services backs up our work with a labor warranty and trane does not pay for or cover this labor warranty. 

• Initial Complaint

  Date:07/03/2023

  Type:Billing 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 charged $400 for a part that is covered under warranty. My AC unit is 2.5 years old with a 10 year warranty on defective parts. Was told they would cover the part under warranty, but I would have to wait 2 weeks to a month for the part to come in and go without *** They had the part on the truck and I told them to install it, I need the *** They should have charged for labor and installed the part for free (no charge for part) and returned the the defective part to the manufacturer for there reimbursement of the part they replaced. When you go to a car dealer for a defective part replacement you don't pay for the defective part under warranty. They are a dealer for the manufacturer and should honor that warranty in the same manner. The dealer is supposed to return the defective part back to the manufacturer for reimbursement on the part.

  

  Business Response

  Date: 07/21/2023

  *****, 

  We refunded an agreed on amount. Please remove this complaint. 

  ********************* - Owner 

• Initial Complaint

  Date:11/10/2022

  Type:Product 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 9/16/22, I was quoted $957.65 labor for warranty work on my A/C. This was in addition to the $95.23 fee paid for the service call. The work was to be completed on 9/20. Per the manufacturer's warranty, I was only responsible for the labor (in the amount above) and not for the part replacement cost (roughly $100). After the weekend, on 9/19 I considered the fee to be exorbitant and requested my service to be canceled at that time. I was informed that, per the contract, there would be a 25% "restocking fee" for all purchases and I would be charged $239.41 for said "restocking". After inquiring about how it is possible, let alone to quantify, the restocking of labor, the associate became belligerent and refused to accept my counter offer of paying 25% of his cost for ordering the replacement part to be used. As the conversation escalated, litigation was mentioned. He responded by saying, "Go ahead and file a complaint with your bank. We'll win. We've got lawyers too." He then threatened to withhold all money paid and not just the aforementioned $239.41. He said, "We'll see what happens." The conversation ended with the associate hanging up the phone shortly thereafter. I was unable to make successful contact again as follow up calls went unreturned. I was eventually returned some of my money paid, but not the $239.41 "restocking fee" for labor.

  

  Business Response

  Date: 11/10/2022

  Thank you for your communication. 

  When you paid, signed and agreed to have your coil changed, We then pay our staff to order and pick up your coil. When you cancel your order, We then have to pay our staff to return your coil. The restocking fee is in our contract for this reason. We do not and cannot order parts without a signed contract and a deposit, because we cannot run around for free. Your credit card company also sided with Adirondack Services when you attempted to dispute the charges. 

  If it helps you out - We would be willing to put your restocking fee toward the cost your coil replacement. 

  ********************* - Owner

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18382686
  
  I am rejecting this response because: Although restocking fees are common, they are NEVER charged on a percentage basis. Restocking fees are usually a fixed cost simply for the reasons the business posted above... the labor cost involved for restocking is a set (fixed) amount.  For example: If I order a $20,000 a/c unit that includes new wiring, ducting, and install labor only to cancel the job more than 24 hours prior to any service being completed, Adirondack believes I would still be charged $5,000 (25%). How does this make any sense? Also, I find it highly implausible that the restocking labor of a small part should cost nearly 2.5 TIMES the cost involved with a service checkup, which actually involved time, gas, tools, technology, and skilled labor. This, at best, is highly unethical.  And, and worst, deceptive and misleading. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/11/2022

  *****, 

  You have no clue what it cost to do business in the **** industry, and I'm not here to give you a free education. We have a contract to protect you as the home owner and us as the business.

  You signed this contract and as an adult you should easily understand your responsibilities. 

  We would be more than willing to charge you an hourly rate or a flat fee. 

  3 hours x ****** = $375.00

  Flat fee: $375.00 

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18382686
  
  I am rejecting this response because:

  ****, it is quite presumptuous on your part to assume my knowledge of the **** business or my desire for an "education". But I do know what a condescending tone is, and it's seldom accompanied with good business ethics.  Now, where to begin? First off, your job quoted on the contract was for 2 hours, not 3. So I'm not sure of the relevance in the hourly vs flat rate quote of a 3 hour job. But if we were to use your math,  I would've been billed $250 for the 2 hour job, NOT $957.65. Also, the sentence of the contract referencing a 25% restocking fee (that you feel ALSO applies to labor) continues on with "no returns over 30 days old, no return on electrical items." There is zero specific mention of labor being subject to a restocking fee, but there is a reference to "items" i.e. parts. This would be an easy inference into ONLY parts restocked being subjected to fees, NOT labor which cannot be "returned after 30 days" nor is it an "electrical item". I would also like you to IMMEDIATELY remove my home address from any and all review sites that you or your subsequent respondent added. I view this as DOXXING and a blatant attempt to intimidate.  This formally serves as your CEASE AND DESIST NOTICE. Your immediate compliance in this matter is appreciated. 
  
  Sincerely,
  
  ***********************