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:10/03/2025

  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.

  ?? 0/10
  We had water damage from our A/C that ruined our carpet. The HVAC company covered the initial repair, and we decided to add two additional rooms at our own expense, paying over $1,000. When the crew arrived, they took unauthorized photos of our home and bedroom and shared them with their team — a complete invasion of privacy. They then wasted 20 minutes outside, came back, and said the job would take more than one day before leaving without completing anything.
  
  When I called for a refund for the additional rooms, I was met with rudeness and unprofessionalism. ***** (Operations Manager) and ****** (Manager) were some of the nastiest and most unhelpful people I’ve ever dealt with in customer service. Not only did they refuse to issue my refund, but they also refused to complete the service I had already paid for.
  
  This company is untrustworthy, unprofessional, and has no respect for their customers. Save yourself the stress and go elsewhere.

  

  Business Response

  Date: 10/16/2025

  We appreciate the opportunity to respond to this complaint and to provide clarity regarding the events described.
  Our team strives to deliver high-quality service with professionalism and respect, and we are disappointed the customer feels their experience did not reflect that standard. After thoroughly reviewing this case, including technician notes, internal communication, and the signed pre-installation agreement, we would like to provide the following clarification:
  1. Home Was Not Prepared for Installation
  At the time of scheduling, we clearly explained the installation process and reviewed expectations for home preparation. As noted in the signed pre-installation agreement, the customer is responsible for ensuring the area is ready for installation, including removing personal belongings such as boxes, bins, electronics, breakables, and other obstructions. Our technicians are only responsible for moving furniture.
  Upon arrival, our team found that the home was not prepared for installation. The space was filled with numerous items that made it unsafe and impractical to proceed. Per our installation agreement, a $750 rescheduling fee is typically charged in such situations. However, we did not enforce this fee.
  2. Photos and Privacy Concerns
  The customer had signed a pre-installation agreement, which included consent for photos to be taken to document the job site. These photos are used solely for internal documentation, particularly in cases where installation cannot proceed due to site conditions.
  3. Conduct Toward Staff
  Unfortunately, our staff reported that they were met with a hostile and disrespectful environment during the visit. Our consultant attempted to assist the customer in resolving the issue and explaining next steps but was treated in a manner that made continuing communication difficult. It was later clarified that the customer's son was primarily responsible for the hostile tone and for filing this complaint.
  4. Resolution
  Despite the circumstances, our team remained committed to finding a fair and positive resolution:
  We offered to refund the installation fee if the customer preferred to work with another installer.
  After further discussion and review of the agreement, the customer acknowledged the misunderstanding and has opted to continue the installation with our company.
  As a gesture of goodwill, we: Waived the $750 rescheduling fee, Allowed the customer to split the installation into multiple appointments for convenience, And have not charged extra for the split installation.
  We are pleased to have resolved this issue amicably and look forward to completing the installation as scheduled. We remain committed to delivering a professional and respectful experience for all of our customers.

  Customer Answer

  Date: 10/17/2025

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