ComplaintsforElite Electric Plumbing & Air, Inc.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This complaint is in regard to customer service provided by ********************** and Air's Plumbing side.And hour after I was told the plumber was on his way, he still had not arrived.I contacted the company and they said he would be here in 20 minutes.20 minutes later, I buzzed him through the gate, but he did not come up to the house for another 40 minutes. So, he arrived 2 hours after I was told he was on his way. He said he had be "talking to a friend".He really did not seem to have any idea how to troubleshoot or determine what the cause of the plumbing issue was and said he didn't have some of the tools that were needed. When he was getting ready to leave, he asked me about the service charge.I asked for it to be waived due to the delay in arrival and the inability to troubleshoot the issue and he said I would need to take it up with the office. I told him I would, and he left. He charged my credit card that was on file with them for the Electrical side even though I told him not to. He got aggravated by my request and started making excuses about the delay being due to a previous customers emergency calling him back (instead of the "talking to a friend" explanation he gave when he arrived).I contacted the Office and was told a supervisor would contact me back in 24 hours. After 3 days I contacted again and was told a supervisor would contact me early the next week.After another week, no call back from supervisor. I called again, told the same thing (supervisor would call the next week).It has been 3.5 weeks and I have not received a call back from a supervisor.I would like a supervisor to call me back to discuss the issue and to waive and refund the service charge.

  

  Business response

  07/19/2023

  *****, thank you for bringing this to my attention. I apologize regarding our communication to get back to you in a timely fashion, we will be rectifying that with our team. I appreciate you taking the time on Monday to discuss everything with our customer service manager, *****, I have confirmed the $89 service call fee is refunded back to your credit card. 

  Customer response

  07/19/2023

   
  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

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Mid-March 2022 our previous hot water boiler failed and we called elite electric and air out to diagnose the issue. After a visit from a technician we were advised that we needed a new hot water boiler. We were advised of the options available and was told that we should go with the most expensive option as that would be the best solution for us. We had the heater installed and paid over $3,500 January 2023 the heat exchanger stopped working and it was taking a long time for hot water to come through the taps. We paid a call out fee and had a technician check on the hot water heater. The technician said they couldnt see any issues with the heater and that it was probably a room temperature issue. The technician then switched the heater from hybrid mode to efficiency mode which stopped the heat exchanger from being utilized fully and only prolonged the issue.We switched it back to hybrid mode and it would work intermittently until eventually, in April 2023 the pressure dropped altogether. We went to the garage to inspect the heater and found the garage flooded. I called Elite to get a technician out and a technician eventually came out on 10th April 2023 and said it was the pressure relief valve that had failed and we would need a new one. The valve was ordered and on 12th April 2023 the technician installed the replacement valve. Upon replacement the boiler was still showing error codes so the technician made a call to the manufacturer who determined that the heat exchanger was leaking internally and the unit would have to be replaced. We were quoted $1,200 in labor to install the new boiler because it was just out of the warranty period. However because we have sent other business to Elite the amount was reduced to $600.We paid the $600 to keep the process moving but after paying $3,500 a little over 12 months ago it seems unfair to have to pay another $600 because of equipment failure that should have been picked up back in January, inside the warranty period

  

  Business response

  07/12/2023

  ***************************, thank you for taking the time to speak with our Plumbing Manager, *******, and sharing your concerns regarding the replacement of your hot water heater. We have processed a refund for the $600 of the replacement unit. We appreciate you giving us the opportunity to correct the situation. 

  Customer response

  07/13/2023

   
  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

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called because they advertise as being Air Conditioning and Electrical specialists and I had an ** ciircuit breaker that kept tripping. The man named ***** that they sent knew nothing about HV** systems. The service call of $89.00 was the charge for him to drive to my house. I was then charged an additional $368.32 for what he called level 2 diagnostics that consisted of him flipping the A/C tripping circuit breaker with my dryer circuit breaker. That is all he did!!! Then he ordered a new circuit breaker that was going to cost me an additional $350.00. After he left, the previous dryer circuit breaker now in the **s slot began tripping. The previously tripping circuit breaker now in the dryer slot has never tripped since. Hence it is not a circuit breaker problem. I looked up the exact circuit breaker they were going to charge me $350.00 for ( and ********** carries it for $35.00. That is a 100% markup!!! When I called the company to tell them ***** had incorrectly diagnosed my system and tried to overcharge for a part I did not need. I got no help from management and the business appears to be more of a call center with different people they send out for jobs.1) poor diagnosing troubleshooting, should not be charged 2) Tried to overcharge for a part they said I needed that will not correct problem.3) poor management response. Do not believe it when they say %100 customer *************** From the start they should have sent to my house an HV** person since the A/C circuit was tripping.5) I found out there was a problem in the EEvalve in the ** unit when another company came out. Elite made me send them all the paperwork on that diagnosis. Yet still has not refunded me for incorrect diagnosis. 6) Part they tried to charge me $350.00 for, is a common type used in my type circuit breaker panel: CutlerHammer/***** model #NE-8911 2 pole, 30 amp, Class CTL type 220/240 At ********** for $35.00

  

  Business response

  11/11/2022

  **************, thank you for letting me know your concerns. I apologize for the miscommunication of our staff, we could have done a better job. We did refund your credit card for the circuit breaker on 10/28/2022. We have been in business for 34 years and we do provide 100% customer satisfaction. Please email me directly at ******************************** so we can set up a time to review your project in detail. Thank *****************************;

  Customer response

  11/15/2022

   
  Complaint: 18312938
  
  I am rejecting this response because:
  

  1) I was charged for a part I did not need with a 100% markup

  A person unqualified to service my HVAC system was sent to my house at a cost of $89.00. I was then charged an additional amount for a level 1 diagnosis. $250.00 (around)The electrician incorrectly diagnosed my system as having a broken circuit breaker.  I was then charged an additional $350.00 (100% markup) for him to order a part that was not faulty, was never installed, and would not have corrected the problem. He left my home leaving the circuits he switched during his troubleshooting , in the wrong spots for the appliances they were made to operate 30 in a 40, 40 in a 30. 

  After many conversations and paperwork sent to the manager, only a portion was refunded from what was charged to my credit card. I feel a full refund was due.

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

  

  Business response

  11/23/2022

  *************, per our conversation on November 11th I stated we were going to refund on Monday the diagnostic and dispatch fee of $273.22. On Monday November 14th we processed the refund back to your **** credit card and sent an email receipt. The original total was $365.64; $92.42 refunded 10/21 and remainder $273.22 refunded 11/14. You are reimbursed in full. I apologize for the poor experience. 
  Thank *****************************;

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2022, we purchased a top of the line A/C unit for $15,000 from Elite. In approximately May 2022, the unit stopped cooling, supposedly due to their failing to pressurize the unit properly. The drain pan filled with water which we then had to siphon out ourselves with a hose. Elite arrived later that evening. In approximately June 2022, the drain pan filled again, but this time caused the water to leak all over our custom wooden shelving system and all of the boxes sitting atop the shelf beneath the unit, as well as on the floor. Valuables were destroyed and things had to be washed and re-boxed. Elite showed up the next day, saying the float valve failed. We requested several times, to be contacted by a manager. One never called. On Monday evening, August 22, 2022, the unit stopped working, but not before the drain pan filled and again leaked all over our shelves, boxes and floor. We called Elite demanding service and to speak to a manger, warning that we may have been sold a lemon. On Tuesday, August 23, 2022, Elite service flushed the drain line. Despite my wife requesting to see the inside of the unit (and the tech agreeing), he didn't. Instead he showed her pictures of an A/C unit (could have belonged to anyone). My wife stated her concerns that there now may be mold in the unit and that we wanted a mold test. Since Monday, August 22, 2022, I have called Elite approximately 4-5 times requesting to speak to a manager, as recently as yesterday, August 29, 2022. After going around and around with the receptionist (who admitted her computer's notes reflected at least two of my calls and requests for a manager), refused to "Cold Call" the manager on duty as he was done working for the day. It was 4:45pm. I told them if I did not receive a call by 6pm that evening, that I would be filing this complaint and sending a demand letter through my attorney. As of this moment, 1:02pm, Tuesday, August 30, 2022, I have not received a call from anyone.

  

  Business response

  09/15/2022

  ****, 

  We appreciate you bringing this to our attention and allowing us to resolve your concern. It was a pleasure meeting you. I know you have an additional follow up with *******, our install service manager and I am certain that you are in good hands. 

  Should you have any concerns in the future, you know that you can reach out to Jhinel or ******** at our office and they will be happy to assist. 

  Customer response

  03/02/2023

   
  Complaint: 17797971
  
  I am rejecting this response because:

  We filed a complaint on 08/30/2022 after having numerous issues with our newly installed York AC System. A system that is supposed to be top of the line. Since our initial complaint, we have has numerous visits, with a new control board, increased duct work (because the system was too big for our system and that was never identified when we bought the system) and now four visits in the last three weeks (3 of which that have happened in the last three days) due to the same error code. The management team at Elite has been very slow to respond and we have requested that this system be replaced as it seems to be lemon.
  
  Sincerely,
  
  ***********************

  

  Business response

  03/03/2023

  ******************,

  Per our conversation, we understand your frustration with your York Air Conditioning System and apologize for not meeting your expectations. Elite Electric, Plumbing, and Air plans on being here with you and your family whenever any malfunction of your home HVAC system occurs. Going forward, the goal is to involve the manufacturer, including visiting your home, to verify all aspects of your system. I look forward to the follow-up conversations and resolving this problem so you and your family do not have to worry about your HVAC system.

  Customer response

  03/03/2023

   
  Complaint: 17797971
  
  I am rejecting this response because:

  We are continuing to have problems with our AC unit  there has been repairman at the house every day this week with no resolution insight.  The AC will stay on for less than 20 hrs and then fault   We are requesting that this unit be replaced  

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

  

  Business response

  03/07/2023

  ******************, Since our previous response, our HAVC install manager has responded to your location, and he identified a leak in your primary coil. This repair and all repairs fall under the manufacturer's warranty program. Unfortunately, the parts needed are backordered. However, the manufacturer has been contacted, and the recent temporary repair will suffice until the parts arrive. Elite and the manufacturer are working on a permanent fix per our conversation. Elite will be with you through this and any other electrical, plumbing or air conditioning issues that *** arise.

• Initial Complaint

  08/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  new ac system install installed in attic on beams not elevated off the joists ceiling caved in 2-3 inches leaking water everywhere. **** the scheduler laughed at my emergent call and hung up on me. I have 2 kids one with respiratory medical issues were made to leave our home pay money for hotel with 2 dogs while my ceiling is collapsing with water an their phone answerer laughs. This cost me 24K to place this brand new system. Now i have to move out pay a rent disturb my kids from school and bus route. This company had great reviews when i hired them and i do not understand how anyone can laugh and hang up on a terrible situation. please contact them as **** hangs up when i call. Some business ethic she has.

  

  Business response

  09/15/2022

  *****, 

  We were surprised to hear that you were treated so poorly. You can rest assured knowing that this will not happen again. Thank you for allowing ****** to handle all of your concerns in this regard. I know *******, our install service manager, has been out to your home to help resolve your ceiling concerns. I understand we are scheduled for some additional work. I will make sure ******* follows up to your satisfaction. You know that you can always call Jhinel or text ******* and we will get you taken care of. 

  Thank you, 

• Initial Complaint

  07/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  THE **** SCAM WAS ATTEMPTED AT MY HOME BY ELITE AC . TRIED TO CHARGE ME $8,400 FOR A $3800 **** I DID NOT NEED . TRIED TO CHARGE ME $10,000 FOR A WHOLE SYSTEM REPLACEMENT . WOULD NOT REFUND BY $2,400 DOLLAR DEPOSIT . THEY COULD NOT EXPLAIN WHY THEY WERE CHARGING 235% MORE THAN THE **** WAS WORTH AND THE REPAIR . COULD NOT GIVE ME AN HONEST ANSWER WHEN I QUESTIONED THEM .

  Customer response

  07/29/2022

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

  

  Business response

  08/12/2022

  After reading your concern it sounds like we are a horrible company. However we have been in business for 34 years and I despise companies that take advantage of you and or anyone else.
  
  We have been to your home several times over the past year to repair and maintain your seven year old system. On our last visit our tech recommended for you to upgrade your air conditioning system. Our technicians have prices that are set by myself. The exact costs they do not know.  For the system you initially agreed upon was $8114. Our costs would have been $3945 plus tax, 52%. labor costs of 21% which includes their wages, health insurance, dental, paid time off, long/short term disability and a retirement match yes they are paid well and work hard as h*** for all of our clients. There is 5% in miscellaneous materials for the install which includes the concrete slab, thermostat, straps etc., 2% for permit fees, and 2% for maintenance and warranty. The remaining 18% is overhead trucks, fuel, cell phones, ipads, electric, computers, advertising, office help, etc. and a small profit.
  
  I apologize for a delay in refunding your account. I should have and my staff could have communicated better with you.
  
  Thank you for your patience. If you have any other questions or concerns please feel free to call me at the office ************ or my cell phone ************

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My second AC unit purchase via Elite as I previously contracted for all general HVAC maintenance & to turn my home into a 2-zoned property.- Purchased $13,000 unit via elite recommendation in August of 2021. - Unit has never performed as advertised, but it certainly did work & function.- On 5/20/22; I called regarding smaller unit seemed to not be cooling. At that visit, technician checked my large unit & determined that it was under-charged and proceeded to fill to desired spec. In the days that followed, the unit performed wonderfully and exactly as originally advertised. - 6/5; called as unit was dripping water into ceiling / Elite came and rectified. -6/8; Unit again was leaking into ceiling / Elite came out to rectify. It was determined to be a clogged drain line & that the auxiliary drip pan was installed incorrectly to catch drip errors - 6/10 Elite returned to reposition pan correctly and balance unit. - 6/12: it leaked, but at least now into drip pan without further ceiling damage -6/13: Elite came to rectify and found water to be coming off blower housing and into unit insulation/wiring. At this appointment, Elite identified 2 supply ducts as inferior & recommended replacement. ($1500 EST). - 6/14: unit again leaked / Elite sent technician to review and provided a $4400 EST to rectify. 6/18: Unit again leaked, but in an entirely new location causing damage to ceiling below. Technician came and repaired / said it was duct that probably came loose during 6/10 visit. 6/21: unit again leaked from 6/18 location / Elite came to rectifywith cost estimate to repair @ $8300 EST.6/23: Unit is leaking and Elite has refused to service / full blame on duct work. More than willing to pay replacement on inferior ducts to ensure unit runs optimally. However, this did not occur until unit was upcharged on 5/20 and since worsened. Further, if the ducts as not adequate today, then they were certainly not when recommended and sold to me

  

  Business response

  07/07/2022

  Jordan,

  Thank you for bringing this issue to our attention.  We apologize for the inconvenience we have caused you.  It has to be frustrating and we understand that, I too am frustrated at how many times we had to go back to review your issue.  Thank you for speaking with **** and sorry we could not resolve your issue. 

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

  Customer response

  07/12/2022

   
  Complaint: 17475908
  
  I am rejecting this response because:

  Elite recommended, sold and installed unit without mention of incompatible ductwork.

  Continued to service and maintain unit for 10months without mention.

  Was called for leak and was diagnosed as simple drain line clog and resolved. However it was discovered by elite techs that drain pan was installed improperly. 
  

  Elite rectified their own failed drain pan installed and in process unbalanced unit causing a leak in an entirely new area.

  Called to service and they attempted 2 times with alternative methods before providing increasingly escalating duct work estimatesquoting incompatible. Again, if its incompatible or inferior today, then it certainly was at time of sale/install/maintenance.

  Additionally, none of this started until Elite upcharged unit over cpu reading of manufacture on 5/20/22. On a service call in which they were out to service a different unitthere was no problems at that time.

  I have 2 manufacturer warranties and 2 additional paid service agreements with Elite as well.

  It took nearly 5months for any management to return my calls and when  they did, its was why do you want to talk to management?

  I can and will provide complete timeline of all this dictated via Elites own invoice and service notes. 

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

  

  Business response

  08/03/2022

  We will agreee that we have been to his home on multiple occassions with an outcome of incompatiable duct work with the new system. 

  At this time we will agree to reimburse you for the two membership plans. We will not assume the responsibilty of installing a new duct work system.

  If you would like to discuss this further please contact ********, office manager, after Monday August 8th.

  Customer response

  08/11/2022

   
  Complaint: 17475908
  
  I am rejecting this response because:

  You are already in breach of contract agreement for the two (2) paid service contracts. You have neither fulfilled the obligations outlined within or adhered to your false 100% satisfaction claim. 
  

  At no juncture, has it been asked of Elite to complete duct work at no cost. 

  1) Elite recommend & sold unit.

  2) Unit never worked properly

  3) Your attempts created additional issues and ancillary damage.

  4) After multiple attempts and evolving documented cause, Elite now blames duct workwhich again was in place at time of recommendation and sale. 
  

  By your own admission, you failed professionally on original recommendation  in order to make a sale, failed on your attempts to fix, and now have failed to fulfill integrity. 

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

• Initial Complaint

  10/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a new ac system from elite in February 2020, the sale and the installation went very well, sales person was at my house and 2 days after I got a new unit installed. Since the new unit was installed I had to call them every other month or so to come an fix my ac because it stops working. They say it was clogged, no service charge cause I'm a member and it was just labor. Good This year I still have to call them every 2 months since they came to do the maintenance visit, they had to replace the coils 2 times already in less than 5 months, the uv light that was initially installed went bad already (which they had problems making work at the very first install) and the tec told me they don't even install that brand lights and I had to pay $450 (because they gave me a discount) a week after the coil was replace for a second time, another part went bad and they wanted to charge be because it not related issue. In less than 24 hrs my ac stops working again.

  

  Business response

  11/15/2021

  Business Response /* (1000, 6, 2021/10/21) */ We are disappointed to hear about the customer's dissatisfaction with the unit we installed. We are aware of the customer's concern and we are working with the customer to resolve this issue in a reasonable manner. We have been in contact with the customer on multiple occasions and have scheduled a service appointment with a Senior Service Technician at the customer's convenience to evaluate the health of the AC unit. We will continue to follow up with the customer following this appointment until we have reached a resolution. Consumer Response /* (3000, 8, 2021/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Elite has been in contact with me and we have an appointment scheduled with a senior technician. As I have explain to them the unit that I had before was old and didn't give me all this problems, therefore it makes me think this "new"unit is defective and I have requested a full replacement with a new unit. They are considering that option and want to send the senior tech to check which I agreed with but at the end of the day I want a full new unit due to all the issues this one has and none of their techs know the actual reason why it keeps breaking so often Business Response /* (4000, 10, 2021/11/04) */ At this time, a senior service technician has been out to the customer's home on 10/22 for his initial evaluation and 11/4 for a follow up to a leak test. The unit appears to be in healthy condition and operating according to manufacturer specifications. We understand the customer's concern and therefore we are extending the labor warranty on the new unit by 2 years. We will continue to monitor the health and functionality of the unit. Customer is encouraged to call Elite Electric Plumbing & Air directly if there are any changes.

*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. ↩