ComplaintsforSuperior Heating & Cooling Management, Inc.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called Superior to have them check air conditioner because it was making a loud sound when shutting off. The air conditioner is under warranty. They told me that it was the compressor but that I would have to pay between $ ***** to ***** for the freon to be filled. I feel that because it is under warranty and it is manufacturer default that freon should be included. The air conditioner was installed in February, 2023. The company offered to put a blanket on, to reduce the sound. But my problem is that it is under warranty.

  Business response

  10/13/2023

  I spoke with ***************** there must of been a miss understanding, Everything is taken care of

• Initial Complaint

  09/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In June of 2023, I was lured into a full air conditioner replacement by their statement that they take care of law enforcement and military personnel. 12 year parts warranty. Contract was signed and install date was scheduled in 4 days. We live in ** and had no functional air conditioning. Install day arrived and they canceled. A total of five scheduled dates were canceled. Delay after delay, excuse after excuse. Finally, after nearly 2 weeks of no shows, no calls, a/c was installed in July of 2023. We immediately had issues. Most recently, August of 2023, less than 2 months in, we had water running down our walls from a mini split head unit. We called Superior Air for service, appointment was set and no one shows. Call again, excuse after excuse, six appointments set, no shows, no calls. *** is sick. ***** is sick. Crew was too busy. Forgot to put you on schedule. No communication. No returned calls. Always someone elses fault. I reach out to *********** They report that Superior Air is NOT a Diamond Dealer and cannot take a formal complaint on them. I was advised to contact their distributor, Gemaire. Superior Air is Not a Diamond Dealer and can only offer a 10 year parts warranty. Thus, Superior Air was dishonest in their contract. Four weeks later, we still had water running down our walls and Superior Air only offers inferior service or no service at all. Superior Air does not take care of law enforcement or military personnel as promised. They say to call another company for repair and they will reimburse the cost. I am confident no reimbursement would ever arrive based on other reviews. I want Superior Air to provide repair service immediately and assess mold possibilities in wall after six weeks of requests. Continued delays and excuses. Lastly, I want a signed statement that 12 year parts warranty in contract will be honored.

  Business response

  10/13/2023

  This has been resolved with our customer. 

  Customer response

  10/16/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  this company absolutely does make cold calls i am the manager of a moble home park in the ********** area and some how they got thier grimmy little skinners on our park directory and have been trying to scam our residents (mind you this is a 55+ community) into purchasing hvac systems i called the person who has been making these calls (****)and was told that they have the right to call i informed her that we do not allow solicitation in our park and asked her to stop she said once again that this company has the right i told her that if she kept it up i would contact the BBB as well as the states attorney general

  Business response

  08/03/2023

  we call our customers which we are legally aloud to do, We follow all Federal and state guidelines for solicitation. Our company is State Licensed with State License Number ********, Further more we have been in this book for Advertisement 30+ years. Im not even sure this customer is even talking about us. There is another company with the name Superior that is Confusing our Consumers and they are calling community's we service.

  Customer response

  08/04/2023

   
  Complaint: 20418406
  
  I am rejecting this response because:i have hade our residents that were contacted show me their caller ID and it came up with the business phone number and just to be sure i called them i guess they did not read my complaint they have two or more numbers ************ or ************ so by the response to my complaint that just tells me that they are not a company that is honest or they have employees that are not and as far as the book goes we do not have advertisement in it it is just a park directory the book that they are refiring is an advertising book sent out to all area mobile parks wich does not have resident phone numbers
  
  Sincerely,
  
  *************************

  Business response

  08/31/2023

  in your original complaint that we some how got into your advertisement and then you just stated that you don't advertise we have been in business for ****************************** your park with that being said we will continue to honor there contract you asked that we didn't contact you which we haven't and now your talking about you asking residents what numbers they got a call from This complaint kind of  seems silly, again we will continue to follow all State Regulations. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I entered into a multi year AC service contract summer of 2021 and includes a cancelation at anytime with a refund for the remaining unused term. I called them on 6/5/2023 and canceled my contract.I waited patiently 4 weeks. I called them the week of July 10th and spoke to ******** who reluctantly would look into it. When it didnt come in the mail the following week, I called back on July 21st, and again ******** said she would turn into accounting. So, still was not done. I called yesterday 7/28, I waited on hold, and then Was offered a call back, which never came. I should not have to wait over 8 weeks for my refund and have to beg for. This is poor business practice. My refund should be recognized as canceled back on 6/5/23. ******** would never confirm my refund amount which should be $300-$400. Please help!

  Business response

  07/31/2023

  ******** turned in the refund to accounting, to have a check cut. will follow up with Accounting,

  Customer response

  08/01/2023

   
  Complaint: 20394066
  
  I am rejecting this response because: its been 8 weeks, each of the past 3 contacts weekly, I am told the same thing, please just mail the check credited back to June 5th.
  
  Sincerely,
  
  *************************************

  Business response

  08/03/2023

  The check was sent to the customer and returned yesterday, we called customer to verify address she gave us she did call answering service and leave address with them. and refund was sent out thank you.

  Customer response

  08/03/2023

   
  Complaint: 20394066
  
  I am rejecting this response because: i will wait to accept once I receive the check as ******** previous verified my address, so Im not sure if that was the truth.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business cold called (spammed) me, during my work day and disrupted me to try to telemarket their products in an unsolicited manner to someone who is not interested in their services. I am on the national do not call registry and this needs to be documented so that in the event of a future issue for others like me, the proper legal processes can be followed to ensure this company changes their business proceedings and learns their limitations on marketing in *****************. Stop. Calling. Me. And do not contact my parents or home phone either. Otherwise, legal action will be taken. This is your second and final warning.

  Business response

  05/24/2023

  We Don't cold call customers, he may have come to a home show and filled out a card, or used ** at one point in time how ever he will be removed

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service call on furnace not working 2-16-21. Their sticker was on my thermostat. Ticket number ******. They said it needed a pc board. When they pulled out the ignitor to check it, it snapped in half. They said they would replace it. Then was told maybe if the igniter is fixed its only that. Then came back several visits with the wrong ignitor. Never would return calls. Months would pass. I have a 10-2-21 ticket stating need 1 board and 1 ignitor ticket number ****** then states warranty. With a note saying have ignitor to bring to supply house to get the right one. The office manager thought the service manager took care of it. He did not. Im a surgical assistant. Im always in surgery, Im not allowed to make personal calls so months pass again. Then they would come out, wrong part again. Now it is November 2022. I cant even tell you how many times they have come with the wrong part telling me they would call me when the part comes in and they dont. So I call. Then set up a Saturday appt. No show. Then I call set up the next Saturday. He says, there is a bracket I need. I will call you Monday and let you know when I can do this. Mind you they send their best guy and he promises to see it through because it has been a year and half with nothing. He doesnt call me back but he gives me his work cell phone number. I send him a test 2 weeks later no response. Today I leave him a message to let him know Im off 2 days and nothing. I call the office and Im given excuses of him having medical problems of which he already had that I knew about. But he still is working so no excuses. I explain this is almost 2 years old and I want my heater fixed. The office manager tells me that I havent paid anything so. I said of course not, nothing is fixed and your guy broke my ignitor to begin with when how he was going to do was check the ignitor. Then the general manager got on the phone and said he spoke to the owner and said for me to find another company for service

  Business response

  12/20/2022

  The customer called us because she had no Heat we sent a service guy out to the home on 2-8-21 on this date our tech quoted the customer on a new unit because the unit is not under warranty she didnt buy the unit, he also quoted her on a repair for the ** BOARD & IGNITOR for 675. the customer did pay a 60 service call fee for us to go to the home as she does not have a maintenance agreement with us, the prior home owner did buy the unit from our company and we had not been to this property since 2017 ************ bought the condo in 2020 the unit comes with a 5 year manufactory warranty to the second owner. meaning that unit had no warranty on the unit when she bought the condo, we did try to find the part for the customer and came out the first time and found the supplier gave us the wrong part. we did try to search for the part for the customer, how ever we have not been paid for our MULTIPLE service calls or the part the customer paid 60 for the service call for us to Diagnose the issue. The customer called today we informed her she needed to find another company after she informed me that we have done nothing for her and we broke the heater, 

  Customer response

  12/20/2022

   
  Complaint: 18617639
  
  I am rejecting this response because: this is a lie. I did not say they broke my heater as explained in the letter. They broke the ignitor. Big difference. Also, the reason I did not pay for a service call is because they did not perform a service. They never had the right part or one time broke one of them when they were here. Btw, they offered to do the work for free but they never completed one thing. Every single time they were here there was a reason why it couldnt be fixed, wrong one one ordered, wrong one was sent, the one that was sent broke, they didnt have a bracket. Never once did I say I would not pay them, not once. I even got a credit card their company offered to pay them. I can prove that if need be. They are incompetent and poor customer service and communication and lying about me now. I never accused them of breaking my heater, only the ignitor. Its a $20-30 part. Shouldnt be a big deal but almost 2 years later they want to drop me because they cant get it right. I will not accept this. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  12/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In March of 2022 we purchased and had installed an air conditioner with purifier from Superior Heating and Cooling in ********. We paid $8200.00 cash and it was to include joining ************ to the existing system. We were preparing to leave the state and were told that the materials to finish the sun room weren't currently available but they would finish the job as soon as they were. I left them with the name and phone number of a contact person who would allow them access to the property so they could work. By ******** had heard nothing from Superior so I called to inquire when the job would be finished. Was told they would schedule it. Called in September, same answer but no work had been done. Called when we arrived in ******* the beginning of October and asked that they finish the sun room since we were now back. Told them we would manage our schedule to accommodate their schedule to finish the work. Long story short, I called and was given an installation date 4 different times and there was no show, no call explaining why or rescheduling. I sent email to email address listed on one of their web sites. It never went through, not a functioning address. Found another web site with a different email address. No longer good. After speaking with ****, the scheduler so many times with no result I am asking BBB for help. This is a room in my house that is unusable because of fluctuating temperatures. $8200.00 was a lot of money for an incomplete job.

  Business response

  12/28/2022

  After Speaking with ************ This am i was informed the job was done last week and the room is Staying warm with the cold snap we had, Customer Is good to go 

• Initial Complaint

  07/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Five visits, or should I say four because when they were called on their emergency line after hours the tech on duty did not come out, saying he didn't know how to fix it. Then add buying a new service contract, paying to replacing an evap motor that the next few days broke again the same way. And finally, disregarding the lady who lives there, my mom, and telling her that the AC unit won't cool past 81 degrees because the doors to inside rooms of the house are open and the HVAC unit is old. The unit is only five years old, always cooled the house just fine with no inside room doors closed and oh by the way was recommended and installed by this company. I won't even go into the warranty that this unit has, but a 10 year warranty on some parts and five on the rest is a pretty long time to have on a five year "old" unit. These are just the highlights of this month-long process in the hottest parts of summer in Florida. As I write this know that this is not hyperbole, supply chain and labor shortage issues are taken into account and I also couldn't help but notice similar issues here in the comments which leads me to believe this is not a "one-off" complaint or issue with this company. It's been a month and the benefit-of-the-doubt has well been past. If you have loved ones, especially children or elderly, or a fixed income, please do not use this company. It's not a stretch to say that using this company for HVAC service may put them in danger.

  Business response

  07/26/2022

  Business Response /* (1000, 5, 2022/07/26) */ Issue was resolved with customer Consumer Response /* (2000, 7, 2022/07/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  06/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed a Home Maintenance Agreement on 05/13/2021. On this day I received my first service and a filter. I was called by Superior Heating & Cooling and my 2nd appointment which was set on May 18th 2022, to have my yearly maintenance check and filter replaced on my A/C unit. The technician arrived without the filter and proceeded to do the inspection. I was told the filters were on back order. That day I called the main office and spoke to a supervisor of the technician (I believe his name was Kevin) .He proceeded to tell me we were in a pandemic and filters were hard to get. After I told him I did not like the way he was talking to me, I was told they would refund my money as I would buy my own filter on-line. Upon purchasing the exact OEM filter from Amazon (delivery with in 4 days) I found that the original filter installed was the wrong size and did not fit properly from the start. I paid this company $ 395.00 to install the wrong filter on 05/13/21 and was promised 2 more annual check ups and 2 filters. I also spoke to one of the owners of the company, a woman who apologized for the supervisors rude behavior and she assured me full refund of my money. Two weeks later I have not received any refund!

  Business response

  06/29/2022

  Business Response /* (1000, 9, 2022/06/29) */ Unfortunately due to the pandemic we have had issues getting filters. We're very sorry to see that you want a refund. How ever I will get that right out to you. Consumer Response /* (2000, 11, 2022/07/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) still no check from the company , two weeks after they said they would send it right out! Consumer Response /* (3000, 17, 2022/07/19) */ Another week has past by with no refund! Why is my complaint marked RESOLVED? I have received no refund and the pandemic is no excuse for having put a wrong small filter in my A/C for which I used for over year! Business Response /* (4000, 20, 2022/07/21) */ the check has ben sent to the customer

• Initial Complaint

  05/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have an A/C unit that is under warranty and has a service contract on it. When they showed up for repairs I was told it would cost $800.00 for repairs. The technician stated that the part and instillation of the part was covered but not the refrigerant and it would be actually over $800.00 for repairs. I question him regarding this as they had been there to service the unit and added refrigerant before under the contract. His answer was well its not covered if you want it fixed it will be roughly $800.00. I asked where this is stated in the warranty or service contract and he seemed more aggravated. finally I said OK give me the parts covered or put them in and I'll have someone else take care of what is not covered and his answer was 'were not giving you nothing". at that point he was aggravated and I can communicate by writing as I'm disabled I asked him to leave my property.

  Business response

  06/02/2022

  Consumer Response /* (2000, 6, 2022/06/01) */ After this review the owner said he would look into this and did so and came up with a workable solution for all. they get 5 stars

*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. ↩