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:05/12/2025

  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.

  4-18-2025 Friday evening I called about an air conditioner not working. I had four guests in for the holiday weekend. Fixing the air was a top priority as it was too hot for sleep. The technician who answered, *******, told me I would get a phone call back within 90 minutes. After our phone call ended, there was a small explosion and spark and I called back to update the problem. This caused the breaker to get tripped and turned off. I was told by a 2nd ******* a different individual, I would get a call back within 90 minutes. In the meantime, the disconnect part was found to be the problem, and a third call was placed to the on-call service. Again, I was told by this 3rd ******* I would get a call back within 90 minutes. I stressed strongly I wanted a call back from the technician on call. This 3rd ****** told me I would get a call. No one called at all after any of the three separate conversations. Saturday Morning, ***** ****** called and came to repair the air conditioner unit. I called Monday 4-21-25 and spoke with ***** ***** to find out why all service calls were not answered. He declined to give me the transcript information. He had no answer as why no one called Friday evening after my 3 calls to the 24/7 service. I have purchased a ******* CLUB COMFY MAINTENANCE PLAN. The web site decares 24 hour/ 7 days week on call. I want the written transcript of the 3 separate conversations with the Ellsworth technician on call that were ignored 4-18-2025. I want to know specifically what was said by the Ellsworth phone people and the on-call technician. I want to know why my three calls were ignored Friday 4-18-2025. It was a very hot evening. I had 4 family guests in part of the house with no air conditioning. It was too hot outside to open the windows. If the call transcripts are not satisfactory, I would like to get another air company for my air service done every six months and a replacement unit.

  Business Response

  Date: 05/12/2025

  Hi 

  I am replying to this complaint from ******. on Friday April 18th at 9:21 p.m. ****** called for a no cool call. The answering service we use stops non-emergency calls at 9 pm unless there is water or fire, or health related issues. This call was not any of the following. ****** called 2 other times that night. The next day ***** the tech that was on call reached out and was at owners home by 10 a.m. He found and fixed the issues, and owner did not pay the bill at time of service. Owner has 2 split systems in her home and the Temp on this night was down in the lower 60"s with one of these units for the main house still properly working at the time of her call. 

  A few days later ****** called the office saying that she was not paying the bill until she spoke with our answering service company. At this time, I explained to her that was something between us and them nothing to do with her. On May 9th we reached out to ****** to try to collect for her service where we sent an Email invoice dated April 19th when ***** was out to do the repair.

  ****** again called back saying she was not going to pay invoice until she got the info from our answering service. And at one-point claims that we need to fire our ************************* before hanging up the phone.

  I have included invoices from this time on April 19th and the one that she is also requesting to be reimbursed for in 2022. which is not even a Service on the split system in which we worked on the 19th. 

  Thanks

  ***** *****

  Ellsworth Heating and Cooling 

  ************

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23310309
  
  I am rejecting this response because:

  Re the previous balance, I paid in full for new air conditioner,Lennox, $****, ck #****. ***** **** me on the day of installation 7-21-2022 my last repair bill would be deducted but the invoice did not reflect it. So he agreed it would be applied to my next service. Of course my new unit did not need service right away, as it was new. I have asked for the repair bill from 7-5-2022 to be applied but my request was denied.  I am asking it be applied now to my account for the service 4-19-2025.

  
  On the day of my phone call, the temperature during the day was nearly 90 degrees. It did not cool off until after 3 am. My 2 grandchildren and daughter-in -law were sleeping in a very hot room that has no windows. One grandson has special needs.  I was expecting Ellsworth to come and do the repairs as indicated by all three phone calls to the service speaking with three different individuals. The temperature was too hot until 3 am when the temperature dropped below 70 degrees. The web site clearly says about Ellsworth
  Whether your AC is not turning on, not cooling your home effectively,or making strange noises, we have the expertise to get your system back on track our commitment to quality and customer satisfaction makes us the trusted choice among heating and cooling companies near me in *****************.
  
  24/7 Emergency Response For Air Conditioning Repair
  Air conditioning issues can arise at the most inconvenient times, often when you need your system the most. Thats why Ellsworth Heating and Cooling offers 24/7 emergency assistance to restore your comfort. We understand the urgency of AC problems, especially in the heat of *****************, and we prioritize quick and effective solutions to minimize any disruption to your comfort.
  
  The three phone calls I made Friday April 18 all gave the same answer;basically, I would get a phone call from the on-call Ellsworth technician within 90 minutes. One suggested I call 911 due to the small explosion and spark and smoke that occurred near the face of me and 2 of my adult family members while were looking at the non-working a/c unit. This will be reflected in the conversation transcripts, which I am insisting on reading. No one told me it was too late and I was assured I would be getting a call, within 90 minutes.
  I want information to make decisions about my future air conditioner service and reading the transcripts of the 3 phone calls 4-18-2025 will help.
  I have paid Ellsworth for service my 2 air conditioners under a service maintenance service. If I need to cancel due to unacceptable conversation content between the Ellsworth on-call technician and the answering service, the balance ($157) can be applied to the current of $438.35. I also request and the $132.35 from 7-5-2022 be applied.  I will quickly pay the difference of $149 for the service 4-19-2025. I need to read the transcripts to be satisfied. I was not home during the 4-19-2025 service as my family had commitments. But I will remit payment based on the three transcripts content.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 05/22/2025

   

   

  Hi 

   

  I am replying to the last response on this issue. Although we did have an issue with the third-party ****************** I do not feel that this is any reason to hold up payment for the service provided and completed. The Tech was out to ******** home within 12 hrs. I have included the weather on this day in the attachments, the temps where a high of 89 with nighttime low of 63. ****** called for service late in the evening of the 18th.  Ellsworth was at Sharons home well within the 24hr service window as noted on the website.

   

  We feel that the service we done was completed in a timely manner and should be paid for the service completed. I do not understand how someone can ask or expect money back for a service that was done 2 years before on a totally different system than the one in question at this time. 

   

  Thanks 

  ***** *****

  Ellsworth Heating and Cooling 

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23310309
  
  I am rejecting this response because: My concern is in the content of the three phone calls I made. What was said, what was promised, and this will inform me as to getting a new air conditioner company going forward. The bill is not material to me. The content of the three phone calls made is what I am asking to get. There were three conversations I want to review in full.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:02/03/2025

  Type:Order 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 got a postcard in the mail stating it was time to schedule my routine maintenance for my air conditioner. I have a contract for routine maintenance with another company for over two years. I called when I received the postcard to schedule my routine maintenance. TheCompany came out did the routine maintenance and then charged me $119. I was confused because my air conditioning company that I have a contract withdoesnt charge me per visit. I used Ellsworth Heating And Cooling over two years ago they should not have sent me a card as a reminder to schedule my routine maintenance and not upfront on how much it was gonna cost me when it was done. I am 82 years old and I really feel deceived by this company. After paying the $119 I questioned why. My daughter even called to try and make this right because I really feel like I was taking of. The Company did not care at all. They said they send cards out to everyone and anybody. I dont believe you should send reminder to set up your routine maintenance if you do not have a contract with the company. The company was rude and unwilling to work with me to make this right.

  Business Response

  Date: 02/28/2025

  Mother and daughter live in separate homes but both used our services in the past. The daughter stopped using us but we still had the mother as a customer, we did not find out until recently that they were both using another company. Our system will send out reminders for service to existing customers until they contact us to ask we remove them rom our system. After the call with the daughter, we removed the mother from our system from being contacted as well. Please allow 1-2 cycles for all contact to stop.

  **** was serviced per her request, we did not have a maintenance contract with her that is prepaid. We either do pay as you go or prepaid, she had the "pay as you go" option and paid the $119. There were no issues with our service, after the daughter did not want us contacting her mother anymore we are honoring that request.

• Initial Complaint

  Date:08/02/2023

  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.

  This company installed and did regular maintance and repairs on my Trane home air conditioner. Recently repaired a broken Freon line. Then overfilled the Freon by more than 10 lbs. I know this because within 2 weeks I completely had no air. Upon Ellsworth coming out their technician told me it had been over filled and the technician let out 10 lbs. unfortunately, that did not fix my air. I had 2 other companies come out to inspect. Both told me due to overfilling the Freon, this caused too much pressure on the seals and blew the compressor. This unit was only 5 years old. Ellsworth said it could take weeks for a new compressor to come in. This is during a heatwave, and they offered no alternative help. After 3 days of not hearing back from them and my asthma as well as 100 degree killing my family and my pets I was forced to buy a completely new A/C system. I emailed Ellsworth and spoke directly to them about them causing my A/C to fail. They told me they were looking into it. That was the end of June. It is now August 2, 2023. I will enclose my receipts for Freon line repair and overfilling the Freon.

  Business Response

  Date: 08/04/2023

                                                                                                                          8/4/2023
  Hi,
  
  I am replying to complaint # ********. On 5/29/2023 we received a call for a cooling issue at ************* for ************************* the tech found a refrigerant leak on a copper fitting. He repaired the leak and recharged the system with 7.5 lbs of 410a refrigerant to factory specs and the unit was cooling properly.
  
  On 7/12/2023 we got a call back from the owner noting that the unit was not cooling properly only getting a 10* temp split. At this time the tech removed all refrigerant from the system to weigh in charge only to find that the compressor was not pumping correctly. This tech ask that we send a second tech out to confirm the problem. We sent a tech out the same day after hours and he noted that the compressor was indeed the issue and would need replaced.
  
  Ellsworths ordered the compressor the next day. ********** response we told here at the time of ordering the part it could be 3 days to 3 weeks before we could get the part to return and install it for her. We then reached out to her on the week of the 17th 21st to set up a time to install the compressor.
  
  At this time she did not want us to install the part claiming that we overcharged her unit by 10lbs back on 7-12-2023 and that is what caused the problem. The techs notes said that the unit was only getting a 10* split not that it was over charged. From this point we never heard back from *****. Until she sent a 1 star review on ******* In this she noted that she had a new unit installed.The unit that was replaced was a 5 year old unit that was still under warranty.That review was replied to.  
  
  The new air conditioning unit was installed we no permit according to lee county records.
  As a resolution for the maintenance agreement we will issue at prorated refund on this agreement.
  
  
  I have included all invoices and paperwork that we have during this time period.
  
  
  Thanks *********************
  Ellsworth Heating and Cooling
  ************

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20410584
  
  I am rejecting this response because: when Ellsworth heating and cooling came back to my home on the 12th, it was Their technician that told me and my husband that the refrigerant was overfilled by 10lbs. He explained that by letting some refrigerant out that this might fix the problem. And it actually did. All for a minute. I came out of my home and told the tech that I had cool air for a minute then back to warm. The tech then continued to try and diagnose the problem. Only after another hour going by I was then told that he did not know what the problem was and someone else would have to come out. Id like to also add that I called 3 days prior to report a problem with my air. I was given this response,mam, have you been outside? We are having a heatwave and your air conditioning cant keep up. Call back in a few days if it doesnt resolve. 
  so, I tried to wait 48 hours. I made it to 24 hours, when I could no longer breathe well (asthmatic) and asked if they could please come and check my A/C. The next day they did. Its only after I was told it was the compressor (keeping in mind that was checked weeks before and their tech did a full diagnostic test before the repair. The soldering of the Freon line and filling with refrigerant) It was only after I was told the compressor would not come in for replacement for 3 days to 3 weeks that I called another A/C company. Ellsworth had no window unit to lend me during this time and I needed help. I had 2 different companies come out  Both told me that over filling the Freon( the Ellsworth tech said it was overfilled by 10lbs) would cause pressure on the seals and cause the compressor to break.

  I called Ellsworth heating and cooling with this information  I was told that they would look into it and get back to me. I did not hear back and I knew they would not want to take responsibility. Therefore I needed to tell my story with the intention of sparing another customer the same experience I went through. Its unfortunate that the fist 20 years of service was excellent. I dont know why the past 4 years seem to get worse and worse  I am not the only one who has said the same thing. I was given advice to hold the company liable. Impossible. Its their word against mine. Ellsworth Heating and Cooling is absolutely responsible for causing the breakdown of my 5 year old Trane air conditioner and forcing me to having to finance a whole new unit.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/16/2023

  Tell us why here...In response to ****************** reply we would like to make a few clarifications.
  ************** only put in 7.5 pounds of refrigerant per factory specification not **** pounds.  At the current cost of refrigerant, if the technician put in **** pounds, the invoice would have been around $1,627.50 for refrigerant.  Also putting in that amount of refrigerant would have prevented the system from starting.  Once the 7.5 pounds of refrigerant was added, the system ran properly from 5/29/23 until 7/12/23. Technicians job notes (********** Service Diagnostic Rate; system had leak around high pressure switch copper fitting. Braze copper fitting. Pressure tested system. Pressure held at 224 psi. Vacuumed down system and added 7.5 lbs of 410A refrigerant. Pressures are good, system working properly.)
   We were called on Wednesday 7/12/23 we had a technician go out and evaluate the system and it was discovered that the compressor wasnt pumping correctly.  We had a second technician come out to verify that was the correct evaluation of the problem. Both of these calls where at no charge to the *******. At this time her husband let ************** know that he was going to buy a window unit that night.  It is not possible for any air conditioning company to have on hand portable air conditioners for every customer without air. 
  We ordered her warranty compressor Friday morning at 8:02 a.m. 7/14/23.  We notified the customer that the warranty compressor would take anywhere from three days to three weeks to arrive from the manufacturer.  When we received the compressor the week of July 17th, we called ***************** and she said she no longer wanted the compressor. 
  We were not aware she purchased another air conditioning unit until she gave the company a one star review on Google.  Since she has been a customer for over 20 years, we were surprised she never gave us the opportunity to put in the compressor. 
  It is unfortunate that the ******* purchased an unnecessary new unit when they had a 5 year old system still under warranty.
  This is a case where it looks like a company came out and took advantage of the ******* installing a new unit when the system was still under warranty. According to ********** records the new system was installed Illegally with no permits.
  Copy of warranty from Trane attached.
  We are still willing to give reimbursement on the maintenance agreement.
  Thank you,                                                                                                                                                                                                                   *********************;                                                                                                                                                                                                      Ellsworths Heating & Cooling, Inc.                                                                                                                                         ************

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20410584
  
  I am rejecting this response because:The first tech that Ellsworth sent out told me and my husband that my Trane unit was overfilled by 10lbs and proceeded to remove 10lbs. 
  when this did not fix the problem, another Ellsworth tech came out later that evening to try and figure it out. The first tech left not able to diagnose. 
  As far as pointing the finger on the A+ BBB rated company that installed my new a/c did file the permit and had permission to install immediately due to the excessive heat! I do not feel I was taken advantage of, I chose to replace my 5 year old Trane due to needing repairs constantly and I could not of survived another week without air.  Yes, Ive been a customer for 20+ years so it must of been bad for me to change now. I know Im only going to get a refund for my unused maintenance plan. That is how things work. My hope is by sharing my story I spare the next senior. One more thing, I emailed 2X Ellsworth and called as well as explaining my situation long before my ****** review.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair 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.

  Purchased Mini-Split Air Conditioner and had it installed in July 2021. When recently attempting to replace sliding glass door to lanai discovered that the base of the unit was installed over the door frame, hence preventing replacement of door. Contacted seller and they advised that they would fix the problem and first indicated they would charge between $1500 and $1800. Contacted them again- they came and said the unit would have to be moved an inch and they have now quoted me a price not to exceed $800 for time and material. I do not believe I should be responsible for their error in installation.

  Business Response

  Date: 01/03/2023

  I have been in contact with our customer. We are going to move unit for customer 01/04/2023. This will clear up any and all issues.

  ***************************

  President

  Customer Answer

  Date: 01/05/2023

  The President of Ellsworth Heating and Cooling, ***************************, contacted me yesterday and came to look at the mini split air conditioner that had been installed.  He advised that the problem that we were experiencing could be corrected and that he would be back the following day.  **************** arrived this morning and was able to move the unit so that we will now be able to install a new sliding door.  We were not charged for this service.  Problem resolved to our complete satisfaction.