Complaints

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

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  See attachment Nov 01, 2024 ********* thermostat quit while under warrant. DeSantis Tech replaced it with a Trane thermostat and took old Honeywell . **** at DeSantis told me since my old Honeywell is under warranty they will get a new Honeywell thermostat and switch it out for the Trane but they will only give me a partial refund of $361.00 from the $630.00 I paid. Nov 04, 2024 DeSantis Tech switched out the Trane for the new Honeywell.Dec 09, 2024 Called DeSantis about refund. No call back Jan 07, 2025 Called DeSantis about refund. No call back Feb 05, 2025 No refund, file complaint with BBB

  Business Response

  Date: 02/17/2025

  Good morning, we have processed your refund as of 2/13/2025. 

  Customer Answer

  Date: 02/27/2025

  On February 19, 2025 I spoke with ***** from the BBB office and she told me to wait 7 to 10 days from February 13, 2025 regarding Desantis statement that the refund is in process. It is now been nearly 15 days later on February 28, 25 and I have yet to hear anything or receive any refund of the $361 From Desantis. So at this time Im asking for BBB for assistance thank you.

  Customer Answer

  Date: 03/03/2025

  I have received payment from Desantis Appliance And AC service on March 1, 2025. Thank you for your assistance and resolving this matter.

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an AC system and extended warranty from Desantis in 2021. Earlier this year I called for warranty service and was charged inconsistent with the terms of the warranty contract. I asked Desantis management to point out in our contract the exact contract language that supported the charges and to date they have been unable to substantiate the charges. They provided a range of ever-changing rationales but have been unable to point to any contract language that a reasonable person could say support their claims. My ask is simple, point to specific contract language that justifies the charges or refund the charges. I have uploaded our written conversation, the invoice in question and the warranty contract for your review and understanding. I have no malice toward DeSantis AC, on the contrary, with the exception of this experience they have been very good, and I have recommended them to numerous acquaintances. Please assist in bringing this issue to resolution

  Business Response

  Date: 02/06/2025

  Dear Mr. ******************** have processed your refund in the amount of $275. You should expect to receive a check in the mail within the next two weeks. 

  Thank you. 

  Business Response

  Date: 02/06/2025

  Dear Mr. ******************** have processed your refund in the amount of $275. You should expect to receive a check in the mail within the next two weeks. 

  Thank you. 

• Initial Complaint

  Date:03/26/2024

  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 March 5,2024, I called Desantis appliance for an air conditioner that wasn't working properly. The service man came out and replaced the fan motor. The service man couldn't get it to work, so he called an associate out to help him. Together they got the air conditioner to work. Then they told us to turn the heat on and when they flipped the breaker back on, the entire [new] motor, all the wires and the heat strip with circuit panel blew up. The service man told us he had order another motor, and they would replace everything. The next day he returned with a new fan motor and installed it. He admitted it might be a while for the heat strip and circuit panel, but never implied we would be charged for his mistake. Meanwhile,the second man stated that the original guy had the wires hooked up wrong. The heater has been working fine and now we have nothing. The only thing we needed was a blower fan. Now i called Desantis and they are telling me that whoever worked on the unit before them is to blame. Its been 7 or 8 years since its been touched by anyone. The heater and cooling has been good all this time. They don't give receipts, they email it to you. We specifically asked that it be written on there about the heater panel, but he didn't write it on there. He was long gone by the time the receipts arrived. Now they expect another 600 dollars to repair what they themselves broke. I feel cheated and lied to. I will never recommend this company to anyone.

  Business Response

  Date: 03/22/2024

  
  ******** Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email, regarding the above-referenced complaint. We have not serviced this address. Please remove this BBB complaint

  Business Response

  Date: 04/01/2024

  On March 5th, 2024 - DeSantis Air Conditioning and Appliances we received a phone call around 8:21 AM with the customer ***************************** complaining about their entire air conditioning system down and the customer specifically told us that the squirrel cage wasn't working properly. ************** did a diagnostic on the unit and found that the unit needed a blower motor, a control fan board, and heat sequencer, and the technician requested a wiring diagram. Our two technicians confirmed the previous wiring with the existing control board is faulty for the motor. The heat strip being bad was also found during the diagnostic. On March 6th, 2024 we returned to the unit to replace the blower motor- we had the unit running on cooling only, to bypass the control board that was needed. We bypassed the control to get the unit up and running so that the customers could have air conditioning. With us bypassing the control board, the system ran with the new blower motor. The customer wanted the unit just to be cooling, and that was done. The customer stated he wasn't in a rush for a heat strip to be replaced. We suggested the unit be completely replaced due to the condition of the twelve year old system, we do recommend that a unit has a cleaning and maintenance once or twice a year, and this goes with the age of the unit. The customer told ************** that he would decide if he would be going forward with replacing the unit, on March 22nd, *************************** and informed us that he wouldn't be replacing the unit and we proceeded to give her the information on the rest of the repair and the customer was frustrated. The customer was given the final ********************** quote to include the control board with a relay and heat strip. We will be happy to do the repair for the customer. 

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21471121
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21471121
  
  I am rejecting this response because:
  

  Reading the response  from Desantis  air was almost laughable. It proves that I made a mistake  dealing with this company. Predatory practices forced onto senior  citizens  is one of the most unscrupulous actions any company can  do.  As for the way they represent  their actions are completely untrue.  What exactly was done here, was the original  repairman removed our fan motor,  replaced it with one on the truck. He tried to hook it up and couldnt  get it to run. He then called for a second  man to come and assist. They wired it and turned  the unit on it sent sparks and smoke throughout the unit. My husband  overheard the second  man say Oh, you wired it wrong"  than new fan motor was now useless.  So they said they would return with  a new motor the next day and it could possibly take a while for the heat panel  and the circuit board to come in, since they wanted to get one from the brand. 

   If the first guy knew what he was doing,  why would he have blown up his motor that he installed first?  

  Their practice of emailing receipts  is flawed. We had impressed on the service man to write on the receipts that the heating  components would be free because  he broke  ours.

   I would appreciate any  assistance  from you. At least to let Desantis  air know that they cant get away with lying. Its unfair to the consumer. I myself am disabled and require oxygen 24/7. To be without air conditioning  is a frightening experience  for me.Thats why we said it was okay to just fix the air conditioning. 

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

  Business Response

  Date: 04/18/2024

  DeSantis Appliances ********* AC is not liable or responsible for any modifications and alterations
  completed on ***************************** Air Conditioning equipment prior to March 5, 2024. Upon
  our March 5 th diagnostic we found the equipment was no longer operating within the
  manufacturers specifications. As a professional company we planned to return this equipment
  back to the manufacturers specifications and extend the operation of this equipment for an
  unknown period. DeSantis Appliances ********* AC company has always operated a professional
  business and is dedicated to maintaining a caring relationship with all our customers. It is
  unfortunate Mr. ********* *********************** has received unprofessional services and repairs in the past.
  DeSantis Appliances ********* AC intended to demonstrate how an experienced company can execute
  repairs with a fully qualified staff.

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21471121
  
  I am rejecting this response because:
   We  have never had a bad repair  experience  until.our encounter  with  Desantis.  I am aware that they are standing in front of their employee to withstand  the damages. 

    If their man was qualified,  why did he need to have a second  employee come here to help him. The first man tried to blow it off by saying  he was overthinking it. 

   Perhaps he should at least take a picture of the wiring setup before  he removes them all. He was not qualified.  I di not accept the lies. Thank you for trying BBB, but it seems they truly don't care about their reputation. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/17/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a semi-annual maintenance plan with DeSantis Appliance and AC.
  
  On Sunday, November 12, we noticed that the outside unit of the a/c system was not shutting off. I called the office of DeSantis A/C twice and left messages but never received a call from DeSantis.
  On Tuesday, November 14, I called DeSantis. A service call was scheduled for that evening. Scott arrived at our home, checked out the system, and declared that we had a leak in the system. He had other calls to make so he was unable to search for the leak but someone would be calling to schedule another service appointment. We were charged $229.00 and were supposed to receive a receipt via email. We have not received a receipt for the service call.
  On Wednesday, November 15, I called the office again to schedule a service call. JB arrived at our home and proceeded to check out the system. We got a receipt this time and it shows that JB visually inspected the condenser and saw no signs of a leak. It also states that he couldn’t use the leak detector due to windy conditions and possible false positives. He also states that he scanned the evaporator and got several hits on the back side of the evaporator coil. He recommends replacing the coil, txv, and 8#r410a. DeSantis Air is supposed to be calling me with a quote for the replacement parts and a quote for a new system. I was charged another $150 for a leak search.
  On Thursday, November 16, I sent an email to DeSantis Air detailing my experiences so far. In spite of the site stating that I would be receiving a response quickly, and the recommendation from the serviceman to call us with a quote for parts or a new system, I have had no correspondence or telephone calls.
  Online, the motto of the company is “Done right the first time”. After 2 service calls and $379, my job has not been done right the first or the second time. DeSantis has left us feeling robbed and deserted.

  Business Response

  Date: 11/20/2023

  DeSantis went on a service call to Ms. ********* on 11/14/23 because her AC was not working. The evaporator coil was froze up due to the system being low on refrigerant which was documented in the call notes and to Ms. *******. On the 14th, Ms. ******* was charged $89 for the service call (this job was after 5 pm so it really should have been an $150 fee charged for this) and then she was charged $140 for the 2lbs of refrigerant ($70/lb). DeSantis has had two different employees (Mary and Shaun) leave 3 messages with Ms. ******* regarding pricing for a new system and pricing to fix the leaking evap coil that she currently has. When the technician went back on 11/15/23, a leak search was performed and there was a leak to be found in the evaporator coil in the AHU. Ms. ******* was charged the $150 for the leak search, but was not charged anything for the return visit. If DeSantis would have performed the leak check on the 14th, the total expense would have been the same if the leak search was completed on the 14th of November. Please see attached tickets from our dispatch system that shows the work and details. If Ms. ******* decides to purchase a new system to replace her existing system, DeSantis will refund her the total of $379 in a show of good faith due to her purchasing a new system. Ms. ******* would have been notified of this if we could get in touch with her. 

  Business Response

  Date: 11/21/2023

  Desantis will credit Ms. ******* back the $150 for the leak search. We are doing this in good faith and taking Ms. *******'s word regarding another companies findings. 

  Customer Answer

  Date: 11/25/2023

  
  
  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

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About 11 years ago I purchased a four ton Trane air conditioning package from DeSantis. When the unit was about three to four years old the heat exchanger had a crack and was leaking gas and had to be replaced. Everything worked fine For about 1-2 years and then we started getting a banging sound on startup. They checked it out and decided it was a defective variable speed fan motor. They replaced it and we didn't hear anything for a while. Then it started making a banging sound again, this happened an additional two times and a motor was replaced three times under warranty and then I replaced a motor when it was out of warranty at a cost of about $1100.
  When I called them and sent them al letter they refused to call me back.
  
  During this period of time they had spent a great deal of time trying to find out the cause of the problem but we're unable to do so. When they refused to call me back, I contacted another five star rated air conditioning firm and they came out and checked everything and were not able to find the cause. About a week after they were here, I was in the garage, I heard it banging and I was close enough to the air handling unit that I could see something was hitting the panel in the lower section of the air handling unit where the heat exchanger was located. I called them back in and they took the panel off and found out that when the heat exchanger unit was replaced, they failed to take the brace off the bottom and put it on the new unit. So whenever the unit is operating in a cooling position it usually causes this heat exchanger to move back and forth slamming into the side of the air handling unit.
  So I called them and again they would not return my call. So I s sent them a letter two weeks ago saying what the problem was and what the other company said it was. They have still not come back to me so that I can show them what the problem is.
  I can only assume that they are not interested in fixing the problem they caused years ago.
  I believe that since they failed to attach the old brace to the new heat exchanger that they should reimburse me for the motor I had to pay for that everybody thought was the problem.
  Also, they should come up with a fix so that it stops banging against the housing.

  Business Response

  Date: 05/02/2023

  On May 1st, Chris (operations manager) and myself went to Mr. ******* residence to investigate the problematic air handler that Mr. ****** claims to be having noise issues. Upon investigating the unit, there was nothing to be found wrong. All braces and brackets were installed as per from the manufacturer. The unit was turned off and back on 3-4 times to try to recreate the sounds that Mr. ******* said the unit makes upon start up. There were no noises heard from the unit while Chris, Mr. ****** and I were there in the garage at the air handler. Mr. ****** stated that Trane (the manufacturer) was going to replace the air handler around the 2017-2018 time frame. However, Mr. ****** did not see that process thru. Considering the circumstances regarding this unit, DeSantis has offered Mr. ****** at no charge, a new complete system consisting of a new condensing unit (currently is fully operable with no issues), a new air handling unit (to replace the one making noises) and thermostat equal to the system Mr. ****** currently has. The air handling unit platform will need to be extended which Mr. ****** has agreed to pay for the cost of this material to do so. Mr. ****** appears to be satisfied with this resolution. 

  Customer Answer

  Date: 05/03/2023

  
  
  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

  Date:02/02/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought this house in 2022. A new air conditioner/heat pump was installed by Desantis Appliance and Air Conditioning in Dec of 2021 per the sales rep and the marking on the Air conditioner air handler. The marking says it has a 10 year Parts warranty and a 5 year Labor warranty. I have the air conditioner paper documents about the air conditioner/heat Pump. After April 2022 when I bought the house the air conditioner was running a lot and cooling the house. But it did seem it was running to much to cool the house. Around the middle of November it was not running any more because it was not hot outside. So there was no reason the believe the air conditioner had a problem except from what I mentioned before. When we returned to the house in later December the hear pump would not raise the temperature. So called Desantis for the air conditioner/heat pump. They came out in January 2023. 1. I was told the airconditioner/heat pump was not covered because I did not transfer the air conditioner/heat pump withing 90 days. There was no documentation on the unit that said this. 2. The air conditioner needed 4 1/2 pounds of freon. My belief if it needed 4 1/2 pounds of freon, then there was not enough installed on installation or there was some part not installed correctly. I could understand needing 1 pound of freon but not 4 1/2 pounds. I believe the air conditioner was not working correctly within the 1st year and should be repaired since the problem was within the 1st year. Note I did purchase one year cleaning maintenance of the equipment from them.

  Business Response

  Date: 02/02/2023

  Mr. ****** purchase this residence in March of 2022. DeSantis Appliance & AC did install the ac unit for the original owner in December of 2021 and the equipment was registered for the 10 year manufacturer parts warranty and JB labor warranty in January of 2022. The original manufacturer warranty was registered to the original owner and to this day has not been transferred. The original 10 year manufacturer warranty will revert back to a 5 year warranty if the AC equipment warranty registration is not transferred to the new owner (Mr. ******). However, the manufacturer warranty will not cover refrigerant leaks due to this not being considered as equipment. The JB labor warranty would have covered the refrigerant cost if Mr. ****** would have allowed DeSantis to conduct a refrigerant leak test and found a refrigerant leak (please refer to the attached PDF where the terms and conditions for page 3, section L relates to refrigerant leaks. Due to Mr. ****** refusing to allow us to conduct the refrigerant leak test, the refrigerant is not covered under the warranty. DeSantis would like to recommend that Mr. ****** make a visit to the DeSantis office location to further discuss warranty options with our warranty service specialist. 

  Business Response

  Date: 02/13/2023

  DeSantis Appliance and AC went to Mr. ******'s residence on February 10th to replace the refrigerant line set due to there being a leak in the line set. Due to the installation of the line sets being installed more than a year ago and the extended labor warranty not being transferred, Mr. ****** agreed to cover the cost of the material for the line set which was $330. There was no labor charged for this work. 

  Customer Answer

  Date: 02/16/2023

  
  
  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.
  
  
  
  But note I ended up paying $330 for the line set that was damaged from the install. Since the leak was there from day one after it was installed I know of other companies would have fixed it free of charge. Plus I paid $494 for the fist visit for Freon and 2 cleanings. The Freon leaked occurred because of the damaged line set from day of the installed. It seems they do not honor their work when installing the line set unless you call them right away. How would we know the line set was bad in the first year? But they used it was over one year when I reported it so I will accept it to get us moving forward.

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

• Initial Complaint

  Date:10/15/2022

  Type:Product 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.

  OCTOBER 13 WAS THE DATE WHEN THE INCIDENT HAPPENED.
  I PAID ABOUT 3000 DOLLARS FOR A NEW CENTRAL AC UNIT IN DECEMBER OF 2020. ALL PARTS ARE UNDER WARRANTY AND I'M LOOKING TO SEEK A NEW UNIT.
  AS OF OCTOBER 13 THE COMPRESSOR WENT BAD WITHIN TWO YEARS OF HAVING THE SYSTEM.
  I WAS SEEKING HELP IN GETTING A NEW OUTSIDE UNIT SO THERE ARE NO MORE PROBLEMS WITH IT.
  I WAS TOLD BY THEIR TECHNICIAN THAT I WOULD SEE THEM HERE MORE OFTEN TO WORK ON IT AFTER THE REPLACEMENT COMPRESSOR.
  NOT GOOD BUSINESS PRACTICES ON THEIR END
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/10/19) */
  Contact Name and Title: Ron T******* - General Ma
  Contact Phone: ************
  Contact Email: ***@DESANTISAC.COM
  Mr. *****,
  First of all, I completely understand your frustration as if I was in your situation, I would be displeased also. Please keep in mind though, we do not make the equipment. We only install the equipment, trusting that the manufacturer has put it through a quality inspection and test. Please do not direct your frustration toward our company as this is not a company created issue for you. When we install a new system, we check all parameters and make sure that the system is running at manufacturer specifications.
  I have reviewed the history of your service needs since installation and found we have been there 2 previous times for service related work. The first call dated 1/8/21 for diagnosing and replacing a factory TXV. The second service call was for a clogged drain line that backed up the drain and tripped the safety float switch on the system.
  Both issues were not created by our company.
  I am reaching out to Trane to see if we can receive any help in this matter to help relieve your frustration.
  But again, this is not a company created issue and your frustration and threatening our company is truly unjustified.
  We will be contacting you once we have our discussion with Trane on getting some help in this matter.
  I will do everything I can to help you through this unfortunate circumstance.
  
  Management

• Initial Complaint

  Date:08/10/2022

  Type:Billing 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.

  We called Desantis Appliance and AC service as their name was on the thermostat of the AC. We recently bought our office and the thermostat was showing that it was time for servicing.
  My staff called them and asked for servicing appt and they gave us today's appt.
  Today the technician comes to the office and my staff asked if he could look at the thermostat after servicing the AC and show us how to program. The guy who never introduced himself went straight to the thermostat and programmed something. He then asked my staff how we planned to pay him? My staff said he is supposed to do the servicing which he has not done yet and the appointment was for the servicing. He said he was not here for the maintenance and just for a service call. My staff said we called his AC company for servicing and he needs to do that before he leaves. The technician said he needed to check his tablet and went out and stayed there for 15 mins and then comes back in and says that he is not doing the servicing on the AC as they are scheduled out to September and he has another job to get to that he was not going to argue with us for what he was there for that it was $150 for him to come out and $75 to program the thermostat. He said we could call the office to figure out what the issue was. When we called the office lady who answered said the same thing. She said his noted are not in yet to let us know what he did.
  My 2 staff who witnessed this were upset and I called their office again. All their employees and the owner refuse to say their names even after asking repeatedly. The lady who spoke called herself as owner and reluctant to say her name and said it is on our shirt. The technician also did not say his name. The owner says the charges are for programming the termostat which was not the reason why we called them. The owner whose name is Missey D******* said "this is not free to program the thermostat and the technician was there for 1 hour based on the GPS".
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 19, 2022/09/23) */
  Our apologies for the miscommunication that must have happened during this process.
  We have designated service techs and designated yearly maintenance (cleaning techs).
  It is standard procedure for us to do any service needs before conducting a cleaning service.
  Our GPS records do show that our technician was there for just under an hour. Part of that time was most likely spent communicating with the office about the your office request which he wouldnt have had on his ticket as he doesnt conduct cleanings. He was there for a service on the thermostat, not to clean the unit. This is where the miscommunication happened I presume.
  
  We like to make this up to the business if possible. Please contact us if you are willing to give us another chance at earning/keeping your business.
  
  Thank you
  Management

• Initial Complaint

  Date:08/08/2022

  Type:Product 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.

  Invoice #****** (services rendered, 7/18/22) ( quoted on 7/16/22)
  On behave of my parents, I was quoted a flat charge of $89 and the price of gas ($50-100) for a mini split recharge. They charged $615 without ever explaining any additional charges. Apparently, there is a "standard" $285 charge to evacuate the system, an evacuation is required to refill any system that previously had gas, they knew this because that's what I told them when I made the appointment. The representative, Kim said this service and a "check for leaks" was part of the $89 charge. They record every phone call, yet never bothered to check what exactly Kim said or the quote I was given. I called 4 times and was told the owner would call me back. Never happened. I emailed and left messages and was given the runaround or told to call back. No one ever tried to correct their overcharge, instead made up some "standard charges" that apparently no one else knows about including the head technician Aaron, who performed the services. My father (a Vietnam veteran) and mother were presented with a total of $615.00 without any explanation or agreement to the charges before the work commenced, and were not presented with an estimation of charges outside of the original quote. Disgraceful and shameful.
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/19) */
  Thank you for expressing your concerns with your service call. Unfortunately, prices have had to increase due to the heavy price increases that have happened the last year and a half, not too mention the skyrocketed gas prices we are all dealing with. It is an extremely difficult time in the industry and we always will be as fair as possible.
  We DO NOT EVER prey on any customer that calls for service. We know our customers are our most important asset and never try to create an unhappy situation. I have listened to the call and our dispatcher did explain of the other possible charges.
  I am thankful for your review as we are using this as a training tool for our dispatchers and service tech to be more explanative and clear to the homeowners about cost and procedures. Also to explain any additional service needed before conducting the additional work, to the homeowners.
  Thank you again.
  I hope we can make this up to you some how.
  Management