Complaints

This profile includes complaints for Hot 2 Cold's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hot 2 Cold

  1503 S US Highway 301 STE 101 # 81 Tampa, FL 33619-5126

  
• 

  Hot 2 Cold

  5034 Mile Stretch Dr Holiday, FL 34690-4467

  
• 

  Hot 2 Cold

  10918 Rodeo Ln Riverview, FL 33579-7735

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/21/2023

  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.

  Hired this business to fix our air conditioner / heating unit. They were here a total of three times, once for an inspection and twice to fix issues. First visit a tech showed up and tried to repair a part by soddering and did a very poor job. (we saved the part) third visit was to replace the blower and they said we had an electrical issue which resulted in calling an electrition who took one look and said that the tech had plugged the part in backward! Long story short, tryed to turn on the unit a week or so later and again it wouldn't work. We felt like we couldn''t trust Hot2Cold again as we had already spendt $1450 in total and still had something that did not work. We than called westmorelands heating and cooling who came and inspected the unit and said that they had to replace the same part because the work had not been done correctly. That bill was $1550 .We have tried to contact Hot2Cold and they refuse to deal with us even though we told them that we saved the part that was destroyed and sent them a photo via email. Its important to add that all of this is Labor only as the.unit is only four years old and parts are under warrenty. They did refund $87 after the first visit (big deal)

  

  Business Response

  Date: 12/22/2023

  Hot 2 Cold's company policy states we will not provide refunds unless able to examine and verify the current issues. Especially after the unit has been running fine for months. Provided service on 10/3/2023 due to customer stating that the unit was not cooling, technician was sent out to the customers home and diagnosed a bad *** and wrote estimate for $950.

  10/6/2023 for the *** repair, upon this repair the motor was then diagnosed as being faulty; A faulty *** will cause a coil to ice up, the iced coil will cause the blower motor to over work this is called a compound problem and a very common scenario. Technician informed customer and quoted customer $625 for the motor, customer agreed, we ordered the parts and follow up appointment was made on 10/9/2023 for the motor to be installed.

  10/9/2023 Motor was installed, due to not being able to get power to the unit the tech recommended calling an electrician due to ac not having high voltage. Electrician stated the motor was simply wired wrong and made the corrections.

  10/12/23 Customer called in and requested refund in the amount of $97 for the amount paid for the electrician, Hot 2 Cold requested invoice from electrician stating the work that was done, customer said his printer was not working now but would send us the invoice, Hot 2 Cold never received invoice but approved funds because we recommended the electrician for the high voltage issue, not wiring the motor. No additional issues were mentioned at this time.

  12/19/2023 Customer called saying that he wants refund for $950, we offered to come out and evaluate the system however he said he already had it taken care of by the manufacturer. We asked for an invoice to show that the work was done, and he refused. Due to him not calling us to fix the issue and or making us aware of the issue no refund will be offered. 

   

  Customer Answer

  Date: 12/28/2023

  
  Complaint: ********
  
  I am rejecting this response because Hot to Cold wanted paperwork from company that fixed there problem. they then sent me a text telling me to have an attorney contact them. They did not want me to send paper work. I have their texts to show, also the part they installed to show any expert. Poor installation on two parts, shows they were not able to do the work, that is why the other company was called. as to the time frame, did not need to use the unit until it was needed. Will be willing to meet at your office with the part and also have them present.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:06/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 20, 2019, I purchased a whole-home Air Conditioning and Heating System from Hot2Cold **** for $6951.00 installed. Per the terms of the Sales Agreement, the system came with a 10-year ************* Warranty. This warranty was purchased by Hot2Cold **** from Asure for $558.00. In October of 2020, the air handler fan assembly failed. Hot2Cold technicians fixed it within two business days, and the 10-year ************* Warranty covered the entire cost.On Sunday March 19, 2023 the air handler fan assembly failed again. Hot2Cold technicians informed me that the 10-year parts and labor warranty would not cover the entire repair and demanded $386.00 to return the system to operating condition. I made multiple calls to the company and texted with 3 people including ********************************* who was signatory to the contract on behalf of Hot2Cold. Here is how ***** explained it via text: ******* the unit was installed in May 2019. The first fan motor failed in October 2020. The 10 year extended warranty does cover the labor for the repair. Manufacturers made changes to the extended warranties. They now charge a warranty processing fee, cap the labor reimbursement at $80/hr, require the old parts to be returned and paperwork to be filed to be reimbursed for the cost of the warranty part. The first time the fan broke these things were not in place, we simply picked up the part and returned to install it. Its uncomfortable to having to discuss this with our clients particularly folks like you who we performed the initial installation. The fee offered by the technician, $386, is the cost using your extended parts and labor warranty. I hope you decide this explanation makes sense. Any company can honor your warranty and if you call you will find the $386 to be more reasonable."I needed my A/C working, so I paid the $386, and decided I would seek warranty enforcement after the repair had been made. I'm hoping the BBB will assist me in recouping my costs.

  

  Business Response

  Date: 06/13/2023

  **************** contracted us to replace his air conditioning system. Along with the installation he purchased a 10 year extended labor warranty. The installation from Hot 2 Cold already included the first year of labor gap warranty. The packet of information you were provided by **************** did not include his invoice listing the first year of gap warranty coverage, but it is included in our return packet. The extended labor warranty pays the contractor for the part and the labor to replace the part. The warranty company does not cover the expenses to visit the home, diagnose the issue, acquire the part, return to the home, file the necessary paperwork and return the broken part to the manufacturer. **************** had a blower repair done on his unit roughly one year after the initial installation and all fees were covered under his first year of labor gap warranty offered to all of our clients. ****************** system broke again and required a repair this year (2023). His extended warranty covered the costs of the part and the labor to install the part. As stated in the extended warranty (Asure) paperwork they do not cover the costs to diagnose, acquire necessary parts, trips to the home, or filing any needed paperwork. **************** was informed about the fees before the repair was completed and he was informed that most any licensed HVAC contractor can honor his extended parts/labor warranty. Hot 2 Cold obtained permission and an authorized invoice prior to performing the work. 

   

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20151833
  
  I am rejecting this response because: nowhere in any of the warranty documents or the contract are additional future diagnostic fees, travel fees or warehouse fees mentioned. The business refused to repair my system until I paid them more money for the warranted repair. 
  I did so in this one instance, under duress, to get my system operating again. In the complaint and texts I submitted, Hot2Cold reveals quite clearly that their costs to honor their parts and labor warranties were increased by the third-party insurer. They are now trying to pass these increased costs of doing business on to me, and all of their other customers according to their written correspondence, which is not an obligation addressed in any of the sales material or any of the documentation, especially the contract, which is the entirety of our agreement.

  Sincerely,

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

  

  Business Response

  Date: 06/24/2023

  Theres NO DURESS. **************** called for service on 3-20-23. We visited the home and he refused to pay at that time. We informed **************** any contractor is capable of honoring his manufacturer warranty can perform the work. On 3/22/23, after two days reviewing his repair option or to use another service provider **************** called Hot 2 Cold to perform the repair but asked for for us to itemize the invoice for him. Every manufacturer warranty process is different and costs are constantly changing, so as an organization we have a flat price for service. We called *******, his unit manufacturer and the largest supplier of HVAC equipment on the planet at the time, now named Daikin. ******* did not have ****************** motor in stock and offered us a 2-4 week ship time. **************** the largest manufacturer on planet didnt have the part, how is this Hot 2 Colds fault? This is happening to many of our customers and is a total nightmare ongoing for more then 18 months now. But wait, how does Hot 2 Cold have such a great review if this happens? This is how Hot 2 Cold handles supply issues, specifically in ******************** case but similar to many others. Option 1 - Marrow could have waited for the manufacturer to supply part per contract. Option 2 - install an after-market motor costing $1185 and wait for the manufacturer to supply the part, and they have a spare motor. Option 3 Hot 2 Cold can call around to different supply houses that also carry ********* line of equipment and source parts. The cost of calling around, waiting on hold, fees for not using the original brands supply house, and additional filling fees for warranty that becomes labor intensive. Option 2 and 3 cost the same. When ***** called back two days later we had to recall the supply house to make sure the parts were still in stock.  **************** was one of the lucky ones, currently Hot 2 Cold has many customers under 10-year warranty for that we could not source parts and had to install aftermarket motors for $1185 and who still have not received their manufacturer warranty part.  
  
  I would like to take this opportunity to thank all of those Hot 2 Cold customers for their understanding that Hot 2 Cold bends over backward for them but is limited to the whims of the manufacturer and their labor agreements.

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20151833
  
  I am rejecting this response because: all of the facts stated in Hot2Colds latest response is information that was never shared with me. It seems every time they reply, they come up with another reason why they dont want to honor the warranty that was described to me, and sold to me, by *********************************. I trusted this company, gave them my business, and now Im finding out that theyll go to any lengths to go back on their warranty promises, even those that were spelled out clearly in the contract. I still have many years left on the warranty Hot2Cold sold me, and in fact continue to pay them $24.95 a month under a maintenance agreement to keep my system running in top condition. *** held up my end of this agreement and I am determined to compel them to hold up theres. They keep saying in their communications with me that I can get any company to repair my system when it needs it. I didnt sign my contract with another company, I signed with them. But clearly were reaching the point that they just want to get rid of me as a customer. They have already said no to arbitration once, I presume  because they dont want to expose deception behind their warranty promises. I wish they would reconsider their position on arbitration, because it leaves me with only one other option, and I dont want to go there. 

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