ComplaintsforPalm Bay Air & Heat, Inc.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On *****, we had our last service call for cooler repair, (coil,). The technician, (*****), gave us an invoice for $227.50, after calling the office to check on charges. He told them no additional freeon was needed and he was instructed to charge that **** Two days later I called my **** and saw that $360. was charged by pbair. I called the office and spoke with ******, ***** and many calls later, after I was told ****** would call me, she has not...I e mailed ****, (owner), who replied he would get the issue resolved by tomorrow. I have since e mailed him x 3, no response. I have the invoice authorizing them to charge $227...not $360. I also feel it has been very sloppy business practice to treat a customer this way.

  Customer response

  12/22/2023

     We want P.B. Air + heat to pay back $132. (The amount difference between the invoice of ***** and the amount our card was charged).  We still have heard nothing.  ****************

  Customer response

  12/26/2023

  When will this be addressed and resolved?  We have heard nothing from PB air + heat!

  Business response

  01/09/2024

  Hello

  I am new general manager of the company and now taking over customer concerns.  

  We care about all of our valued customers who puts trust and confidence in us.

  I greatly appreciate your patience in dealing with such and I truly apologize if we have not discussed and resolved this matter in time.

  Please allow me to personally get back to customer by this Friday and respond after that.

   

  Thak you,

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

  Customer response

  01/18/2024

   
  Complaint: 21005986
  
  I am rejecting this response because:
  I did not hear from ************** as he promised...have heard nothing and feel they fraudulently charged my **** $360. when they invoiced us $227. Do I contact PB air + heat now?
  Sincerely,
  
  *****************************

  Business response

  01/18/2024

  Hello

  I am very sorry and I apologize as I am very very sick and have not been to office to be on top of my duties. 

  But, as far as I know the appropriate refund was issued to you on 1/11/24.

  Please check your statement and call us tomorrow morning after 10:00 AM.

  Again, we apologize for taking it so long.

  Customer response

  01/19/2024

   
  Complaint: 21005986
  
  I am rejecting this response because:
  I just checked my **** and no credit was issued, nor have we received any refund. Thank you
  Sincerely,
  
  *****************************

  Business response

  01/19/2024

  Again, we apologize for such delay.  I am putting myself in your shoe and so I just forced office to take care of refund.

  Following is the message I have from office.

  "The refund was just done this past few minutes (*** did it), the refund receipt is attached.
  ***** called client and spoke to **************** and advised the refund was processed today and that the credit will appear on her statement within a couple business days.***************** seemed happy with that."

  I hope this satisfies and help to close this matter.  BBB please close this and confirm closure.

   

  Thank you,
  *************

  Customer response

  01/21/2024

     We want to thank BBB for helping us get this resolved.  We don't feel it ever would have been settled without your assistance.

  Thank you,

  *** + *****************************

  Customer response

  01/21/2024

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

• Initial Complaint

  09/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  beginning of June, I had palm bay air &heat do repairs on ac. They could not finish due to not having a part. Upon leaving the tech said it would be ordered and was under warranty. Also that it would take about 2 weeks. now 3 months later and after multiple calls not returned along with the excuse that the part has not come in, I contacted the ******* ****. and was told that palm bay should call them to authorize a replacement unit. I called 3 more times with excuses that personnel was out and would call back. never happened. I contacted ******* again and they got the same treatment from palm bay air. ******* has started bbb complaints and has been trying to assist me in this issue. I desire that palm bay air & heat replace the air handler unit asap with a comparable unit and lose their business license. I am not the only one who has had this treatment from this company. They themselves have admitted that other costumers have had the same problems. Along with this, my wife is on social security disabled with MS and heat will cause health problems for her. My electric bills have gone from less than 200 to $450/ month mostly from the lack of air conditioning.

  Business response

  09/18/2023

  We are sorry to hear that you had issues with your unit. You may be reaching out to the wrong department for ******* as we work very closely with our distributors. In order to have your system repaired we must wait for delivery, which can take weeks to months, along with any issues that may arise within each company. We have spoken to ******* multiple times about your parts as we touch base with our distributors on a daily/weekly bases on multiple different customers who are waiting for parts as well. At no time did ******* mention or would recommend a replacement air handle for a part that once received would be replaceable. If you would like for us to continue to provide you service, we are willing to do so once the part has arrived and scheduled. You do have the option to contact any registered air conditioning company that will process a warranty call if you would like. When you call our company, unfortunately you will receive the same response (We will contact you when your part arrives to have it scheduled) only until we receive the part because like we stated that we stay in close contact and get daily/weekly updates on parts. We understand that it is hot outside and thank you for your Patience.

  Business response

  09/20/2023

  We are sorry to hear that you have rejected our response. Unfortunately this service that was rendered does not warrant any type of refund as this would have to be paid for any company that did the repair. The diagnosis was correct for the txv that was found when the system was opened. Supply houses are different for each vendor, so we are glad to hear that you were able to get your issue solved with a less busier company than ours. Our prices are kept low, this is how we are so busy compared to our competitors as this is why they charge more for service and repairs. We are glad to hear that your system is up and running. We wish you the best of luck with your system. 

  Customer response

  09/23/2023

  
  Complaint: ********
  
  I am rejecting this response because: I could find a part within 5 days that they said was bad. the new business looked at the unit and found nothing wrong with the part that was originally diagnosed wrong. I witnessed the repairs done by both companies and saw that palm bay air & heat never looked at the part in the system.  It looks like palm bay air and heat will not take responsibility for their actions of lies and inferior work . I do not believe they will willingly refund my bill. Unless there is a way to force them,  I will not continue with this action. I do want a black mark on their company so other people will know that they are an inferior company and not to use them because they are not honorable.      
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to install a new air conditioning in my house, they charged me $6,500 for the installation and the unit. The next day I had to call them because the ac wasn’t cooling.. Every day for a week they have sent a technician to check and nobody knows how to fix what they have done. We have tried to contact the owner to put in new equipment or refund our money and he do not respond to our calls nor make an appearance when I visit their office. It is outrageous that companies like this are businesses established in our community solely looking to make money without the slightest respect for the customer.

  Business response

  09/18/2023

  We did install the unit (it was done properly) and also added a duct line with a drop to an enclosed garage room but the old plenum was not sufficient enough to handle the new systems air flow from the previous design. We did return free of charge and modified the plenum again free of charge to make the customer satisfied. Even after the customers son decided to hold large signs outside our business trying to divert other customers. This complaint does not warrant any type of refund.

  Customer response

  09/19/2023

  
  Complaint: ********  
  I am rejecting this response because: They were paid to install a new A/C system. The new A/C systems’ thermostat continues to blow for hours on end and does not read the temperature correctly. In turn costing more money each and everyday. About 4 out of the 5 times they came they did absolutely nothing to resolve the issue.

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

  Business response

  09/21/2023

  Also, Let it be known that you have 60 days after installation to have our company return for a Pre-inspection and then Final Inspection with the city to avoid a lien placed by the city for failure to pass and close out the open permit on the location.. 

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello my name is ******** ******** advocating for my senior father ********* ******** in an attempt to get cooperation from Palm Bay Air & Heat to complete the job as agreed and paid for. The installation was "done" on 5/15/2023 where PBAH advised us that the job was completed to code and they collected the last half of payment in full from my father via cashiers check. I have attached the agreement from PBAH and proof of payments - all circled in attached image. We paid a total of $6,085 for the new unit and hundreds of dollars prior in service calls and repairs - shown in attached image. I have attached a call log from my cell phone company showing the 20+ calls made just from me alone after the supposed "installation date" where I was seeking answers around when the installation would truly be complete and up to code to pass the final city inspection. I have added to the call log some details around the nature of each call to demonstrate the lying, gas lighting and runaround we have been given all to avoid the completion of the a/c installation as agreed. I have also attempted to reach them by email and my father has also attempted to get cooperation - all with no success. The evidence provided presents as proof that Palm Bay Air & Heat refuses to complete the job as agreed and has provided us with no indication or intent of doing so. After 53 days with no success, I am reaching out as my father needs your assistance getting this job completed. Unfortunately we have reached extreme levels of stress, frustration and mental exhaustion caused by PBAH. All we are seeking is that this job be completed as promised/paid for. Completed is defined as full air conditioning replacement installed properly according to city code specifications so that it passes final inspection. This includes proper breaker amperage, correct model installed and accurate paperwork provided to city inspector and a passed final inspection by the city of West Melbourne. Thank you for your time.

  Business response

  08/18/2023

  Hello,

  Please let it be noted that the permit for this property has been finalized and passed per code. If there is anything else, feel free to contact us.

  Thank you!

  Palm Bay Air and Heat Inc.

  Customer response

  08/22/2023

  
  Better Business Bureau:
  
  I have taken care of this matter in reference to complaint I'D ******** myself and no resolution was provided by the business. I fixed the issue myself and have closed this case. 
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an AC unit on our roof about 6 months ago, it is not working, it is possibly an electrical issue that could cause a fire and they will not come out to fix it without us paying in cash because they fell through our roof and we filed a complaint with our***** Company because they would not repair it after waiting for them 3 months. Now I am forced to hire someone else to correct their work to keep from a possible fire starting from their shotty work They should be made to make repair immediately or pay for it. It is their issue and should be warranted.

  Business response

  01/06/2023

  Business Response /* (1000, 10, 2022/11/23) */ ON 5/30/2022 WE WERE CONTACTED BY MR. ****** TO DO A RE-INSTALL OF HIS PACKAGE UNIT ON THE ROOF TOP DUE TO HIS ROOFERS NEEDING TO REDO THE ROOF WHERE THE PACKAGE UNIT WAS. WE WERE ASKED TO REMOVE THE PACKAGE UNIT OFF THE STAND AND MOVED OVER TO THE OTHER SIDE OF THE ROOF. WHEN THE ROOFERS WERE DONE, WE WERE TO MOVE THE UNIT BACK OVER ONTO THE STAND AND RE-INSTALL. WHICH INCLUDED REBUILDING THE DUCT BOARD BOX THAT ATTACHED FROM THE UNIT TO THE ROOF. WE GAVE A FAIR PRICE OF $1475 AND MR. ****** AGREED, GIVING US A DOWN PAYMENT USING HIS CREDIT CARD. $650+$25 (4% CONVIENCE FEE). ON JUNE 1ST, WHEN THE JOB WAS COMPLETED THE REMIAINING BALANCE DUE WAS $850 +$34 (4% CONVIENCE FEE) WAS ONCE AGAIN AGREED AND HIS CREDIT CARD WAS CHARGE. DURING THE JOB, ONE OF THE WORKERS STEPPED ONTO A SOFT SPOT ON THE ROOF, WHICH IS WHY THE ROOFERS WERE THERE AND PUT A HOLE IN THE CEILING OF MR. ****** BATHROOM. THE ROOFERS WERE CONTRACTED TO DO THE ROOF WORK. WE OFFERED TO DO A CLAIM THROUGH OUR INSURANCE COMPANY TO HAVE THE HOLE REPAIRED EVEN THOUGH THAT SHOULD HAVE BEEN FILED BY MR. ****** INSURANCE OR THE ROOFING COMPANY HE HIRED BUT MR. ****** DID NOT ACCEPT THIS SOLUTION AS IT WOULD NOT MEET HIS TIME CRITIERIA FOR LEAVING AS HE WAS ONLY HERE ON VACATION. THE UNIT WAS ORGINALLY PURCHASED OCTOBER 2021. THE ****** ONLY CONTRACTED US TO MOVE AND REINTSALL THE SYSTEM DURING A REROOFING IN JUNE. THE SYSTEM WAS WORKING IN GOOD CONDITION UPON LEAVING THE LOCATION. THE UNIT IS COVERED BY A MANUFACTURER WARRANTY THAT ANY HVAC COMPANY MAY SERVICE THE UNIT. AT NO TIME IS THE MANUFACTURER WARRANTY COVERS A SERVICE CALL. DUE TO THE ****** REPORTING THE PREVIOUS CREDIT CARD CHARGES EVEN AFTER APPROVAL AND WORK COMPLETED, WE REQUESTED THAT A CASH PAYMENT BE MADE IN ORDER TO COME OUT AND DIAGNOSIS THE SYSTEM.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Palm Bay Air and Heat installed the AC system in this house 6 yrs ago with a 10 yr warranty which is non transferable. I contacted them on or about 5/3/22 stating the issue was not cooling and different temps in different areas. On 5/7 a tech came out checked the system and stated nothing was wrong the system itself and it may be the ductwork. On 5/10 another tech came by and diagnosed the problem as a ductwork issue. On 5/12, the $1200, proposed work to resolve the issue, was completed. I returned home at 4:30pm and the house was 87*F. I called the company immediately and told the them the issue wasn't resolved and they agreed to send a tech out. After numerous cancellations on their part, a tech finally come by on 5/19. He stated he cleaned the coils and I needed a $1500 compressor. At that time i reminded them they diagnosed the problem and it wasn't resolved, what options are there for the $1200 I spent on work that wasn't required. I was told the owner/manager would contact me. From that day, I called every two day inquiring about this issue; I did that for two weeks. During that time I was given various reasons why I didn't receive a call back. I finally got word that nothing would be offered to right, the wrong diagnosis. At that point, I asked if the compressor didn't fix the issue, where would it end. Am I to continue to pay until someone guesses the problem and fix it? I feel like I was ripped off, and was going to continue being ripped off until I said no more. I would like to see this company take some responsibility for their incorrect diagnosis. I don't mind meeting them half way. In addition, if I buy a compressor, will this solve the problem and if not, what are the remaining options?

  Business response

  10/13/2022

  Business Response /* (1000, 8, 2022/07/15) */ See Attached uploaded files Consumer Response /* (3000, 10, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response as it does not mention their misdiagnosis or any way to rectify situation. I did call the company about the home no being cooled. I was told the unit was operating correctly and they would send another tech out to check and troubleshoot more. The tech came out and stated it was a duct issue and wrote a work order to fix the problem of the home not cooling. The owner is blatantly lying about I, the homeowner called back to check the ductwork, that was entirely their tech with the diagnosis of the issue they were called out for. After the duct work was completed that morning, I called the company back around 4pm, to inform them that the home was just as hot as it was before the ductwork. After they missed to appointments they set someone finally came out and stated it was the compressor and that it would cost over $2k to $3k to repair. After I pointed out that it was them that said the unit was working as it should and diagnosed the problem as a duct issue, what type of compromise can we come to for their misdiagnosis. After that conversation, I could get no one on the phone, sometimes hung up on, there was a funeral, everyone was in meetings, every excuse in the book, before being told that I would have to foot the entire bill for their mistake. At that point I asked what assurances would I have that the compressor would fix the problem and to that the answer was no assurance. So I do not accept the response, as there was no mention of rectifying the situation in any way, even after blatantly lying about it was I, that called the out for the duct work when it was completely their misdiagnosis. Business Response /* (4000, 15, 2022/08/16) */ See Attached response and documentation. Consumer Response /* (4200, 17, 2022/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still again the company didn't propose a resolution. In addition, I did state the house wasn't cooling properly and seemed hotter on the master bedroom side of the house and the tech that came out stated first thing we do is make sure your unit is running correctly. He went out and so called did his "checkup" with his gauges and so forth and stated the system was work perfectly. Then he stated he would send a more qualified tech out to check the ducts. When the second tech came out , he checked the unit also and stated it was working fine and the issue was the ductwork. My question to the company is, if what he said was true what, reputable company would come to a service call and not check the ac unit to ensure its running correctly? Now, after the ductwork was completed, my compressor magically needs replacing. Couple that with them ducking my calls, the owner's family funeral and the hanging up on me, I knew this company business practices were not of a high standard. Yo specifically rebut the owner's response, if I would have know what the issue was, I would have specifically called the company to come do ductwork, but seriously, what homeowner goes into the attic and says, "Oh that's the problem, I all of a sudden need ductwork on this 15 year old house that they put the ac unit in". THE OWNER'S RESPONSE MAKES NO SENSE. Lastly, I'm still waiting on the company's proposed resolution.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They gave me an estimate for $4,250 plus an add on of $200 for the extra half a ton that i agreed to. Not a problem. The estimate included a complete system made by goodman of 3 ton. the extra charge was "special copper W-IV" pvc drain, and a 2 in. filter box. included in the total price of the unit. When the job was completed that day i confronted the installer about the filter box nd why it wasn't there. And the worker said he would come back ad install it. When a technician came out to look at it and said they cant because the air handler has already been set. The technician called the company on speaker and they said they would give me $100 refund. Its been 2 months since that and ive made 3 calls to them and they said they would send the check in the mails along with the warranty paperwork. Called them 2 weeks ago asking where it was and they said they would email the warranty papers. Never got anything. Called Tuesday and Juile answered the phone, asking again where my refund and warranty for the system is and furthermore they owed me more money because they never installed the PVC drain. Because i replaced the pvc drain myself two years ago internally inside the garage instead of under the ground. I heard the owner in the background saying, "tell the customer were trying to work with him. If he doesn't want to cooperate, hang that phone up. HANG IT UP RIGHT NOW. and CLICK, the call ended.

  Business response

  07/21/2022

  Business Response /* (1000, 10, 2022/07/15) */ We have responded to this customer back on 6/14/2022, we sent a refund of $100 check #****,certified return receipt along with warranty paperwork and invoice.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/28/22, I scheduled an annual maintenance inspection. On 5/31/22 a tech, Travis, arrived over an hour late and met with my husband. They acknowledged that the system was working good prior to service and Travis said everything checked out. My husband told Travis I would pay via credit card to the office because I had to leave prior to his late arrival. When I called to make payment, my husband informed me there was problem. The fan was running but NO air was coming out any vents. We called and Sarah (a Rep) apologized for the issue and stated she would send the tech back. There was a rude male in the background and he refused to allow the tech to return until I paid the $49. He said a few bad things and when I corrected him, he put me on hold and did not come back to the phone. I called back and paid the $49 and Travis returned. Travis would not check the system until I signed a form that stated, "Prepaid Service Call $49.' He said he was supposed to get it signed on his initial visit. I signed and Travis checked the system, at which time he said it had frozen. We asked him what he did to cause this and he said nothing. I called Sarah and told her and she said they would take care of the problem. Then the rude man went on a rant saying all kinds of things. At this time, Travis told him the system was good on his initial arrival so the problem occurred after he left. While I was talking to them on the phone, unbeknownst to me, Travis wrote, "Bad Module Blower Motor need to Check warranty" on that form and put it on my kitchen counter and proceeded to leave. At the same time, Sarah told me to give it 12-24 hours to thaw out and call back. I caught up with Travis and he told me that the motor was bad and no matter what the people in the office said it needed to be replaced. I called the office numerous times afterTravis left, and no one would answer the phone and the voicemail was full. At this time, my AC is NOT working and Palm Bay Air and Heat is responsible!

  Business response

  08/16/2022

  Business Response /* (1000, 8, 2022/06/16) */ First of all our apologies, we thought we had already responded to this formal complaint, but we will respond to it again. Mrs.********* called us to make an appointment for a Preventative Maintenance of 1 time a year for $49.00, she was given a time frame of 11-2, upon arrival at customers house Mr.********* signed the invoice allowing for work to be done. When PMA was completed and invoice signed by her husband again that work was done the tech was ready to collect the fee of $49.00 he was then told Mrs.********* had the Credit Card and had left we needed to get in touch with her to get paid due to the tech arriving late. Upon numerous unresponsive phone calls, she finally called back at almost 9:00pm, stating that she didn't leave payment due to the tech being late after given incorrect credit card numbers, we ran the card as you can see at almost 9:00, where it "declined", we than re-ran card with correct numbers and it went through. We than went back over where we found that they had a bad blower motor that was intermittently stopping and we would need to check warranty and to order a new blower motor. We would like to offer to her that the $49 she spent on the PMA x 1 we could apply to her blower motor repair, unfortunately we would offer more but she decided to take off and not pay us. I believe the only reason that she paid us was that her system was not working and needed us to come back. Customer has 10 year parts warranty and would only have to pay for the labor to install blower motor. Consumer Response /* (3000, 10, 2022/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from this company started off with a lie and they continued to lie throughout! This is a corrupt company with a history of unethical and unprofessional practices. BBB can check your own records and see the number of complaints filed against Palm Bay Air and how they continuously lie and try to say the customer is at fault (I am sorry I did not check your records first, then I would not be writing this). I must also ask how BBB have issued such a "high rating" with all the complaints and issues listed on your site. This is very concerning and needs to be addressed. Nonetheless, can have Palm it is clear this company is saturated with unscrupulous employees, which is expected since the owner is a loud, obnoxious swindler. I will continue to pursue this matter....This is not over! Business Response /* (4000, 15, 2022/07/15) */ Its unfortunate that she has these feelings towards our company, we have done no less than try to accommodate her needs and requests, not sure exactly what else we can do even though as the facts state, we completed the job, we have signatures stating that it was complete, if we didn't get her air conditioning fixed that night we would have never been paid.

• Initial Complaint

  05/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 5, 2022 asked Palm Bay Palm Bay Air and Heat to come out and do a"Preventative Maintenance on our 5 year old A/C. They asked for payment up front and they make you sign their Service paperwork as soon as they arrive. Within 2 minutes he was finished and said he had to put 2 lbs of Freon in the system that as "as sure as I'm standing here you have a leak in your system" tried to get us to pay for a leak check on the spot saying that until they found the leak we wouldn't have to pay for more Freon. So far we paid them $219.00 that day. During the course of the next week we started hearing hissing noises coming from the A/C unit and found that the caps and gaskets were left off. Called their office again and the owner said it was definitely a leak if we're heading that noise which I recorded. The temperature was increasing and they said we most likely need more Freon They came out again on May 12 and opened the door too the other part of the unit in the garage (the technician before him did not check that) They insisted we pay the $150 fee for the leak check right then and had us sign again before moving forward. About 2 minutes later he said I found the problem. The quote for the part was $1100 and labor $400. The part should have been under warranty and we we're angry that the first guy never did the Preventative Maintenance we paid for or he wields have found the problem on May 5 So now we have paid them $369 and it was not fixed he did however say that it didn't need any more Freon it was an evaporator cooler instead. We called another company for a second opinion Fresh Air and Heat and they couldn't find any leak at all and charged us $60 for the service call. So we paid Palm Bay Air $369 and they wanted us to pay another $ 1500. To fix nothing they sabotaged the unit. We went to the company office and they would not let us inside and instead the Owner left and said he was late and had to leave. They are a fraud company!

  Business response

  08/15/2022

  Business Response /* (1000, 11, 2022/07/15) */ See attached uploaded files.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have had a parts and labor warranty with Palm Bay Air and Heat for 6 years. When I called after 5pm I was told it would be $99 for the afterhours call, I chose to wait and use the warranty during regular business hours. I was on the schedule for the next day 9am to 12pm. I called in the morning to confirm, and no service call fee was disclosed. I actually spoke to them twice in the morning to check on the timeline, as I was missing work, and never was I advised of a service call fee. When the technician arrived I was charged $39 for a service call and $10 for a fuel surcharge. At that point I was told that the "service fee and fuel charge" usually come off if it was covered under the warranty. When the technician called to verify the charge, as I had a warranty, he was yelled at and berated by the dispatcher. I asked to speak to the owner and was told no one was there and if I did not sign and pay they would leave. Not knowing what the issue was I agreed to let the technician, who was very kind, look at the unit. When he reported to the office that the unit and been leaking from the connection and around the "black goop" that PBAH had fixed in the past they said there was no charge. No sooner had he hung up a man, I assume the dispatcher or owner called him back and was yelling at him telling him he had to collect the $49 or they would never come out again. I attempted to pay with a check and was advised they do not take checks anymore. Frustrated at the lack of customer service, the failure to disclose costs ahead of time, and the office yelling at this man I told him he could take a check, bill me, or take $45 in cash. He asked for a credit card number, which I refused. I would not recommend this company to anyone. They do not disclose costs, they cost me 3 hours of work time and charged me for him to correct a problem that their poor workmanship created in the first place.

  Business response

  06/24/2022

  Business Response /* (1000, 10, 2022/06/03) */ ***Document Attached*** See attached statement letter along with documentation for your review. Consumer Response /* (2000, 12, 2022/06/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I never admitted to opening up the system, I don't even know what that means. All we did was flush the system as we've been directed to do monthly with vinegar and water. As for the black sticky goop, he did not put any on or change out the old goop, he simply stuck it back down. The unit is still leaking. I did agree to pay, however, my main complaint is they should give you the cost before they come out. I won't be using them again, I feel they are very dishonest, and should disclose information before they come out.

*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. ↩