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:08/10/2023

  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.

  On July 14, 2023, one of your technicians was call to investigate why our A/C unit, which was installed in our house by your company, was not keeping the house cool. It was underperforming beyond what you had outlined in the information for the A/C unit you left with us.The tech did a diagnostic and told us we had a small leak that he could not repair or find in the unit and he would fill up our refrigerant up to the standard level for $700. He then did the, "oh but if you get a service plan with Ultimate it will only cost you $300..." I was travelling at the time and I was following the situation. My wife and I reluctantly agreed to get the plan because we wanted our unit to work as it was designed and I was worried that during the hottest time in the Summer it would stop blowing cold air. Later that day, I called a tech I have used before from another company and he explain it is a scam because if there was a leak, he should have fixed it, because the refrigerant will leak out again over time. Six of our neighbors had the same A/C unit installed by Ultimate and they all had to have refrigerant put in their brand new or year old units. This is not industry standard for a new unit. If anyone buys a new A//C unit, they don't have to make another call to get it filled with refrigerant. I don't feel like I can trust this company for the two maintenance services we get with the plan, so I left a review on their REMOVEDpage and also have emailed them twice and left a message to call me back so we can settle this.I will reluctantly pay for the service charge if I have to for the tech coming out and putting refrigerant in our unit but I want the remainder of the service contract fee refunded as we feel taken advantage of.The service charge was $99 and the service plan was $308. The invoice estimate was REMOVEDand the Job # is REMOVED. I have copies of all the documents and payment (by check because "they don't take credit cards" according to the tech).

  

  Business Response

  Date: 09/19/2023

  The below customer was frustrated with the discount we offered and how we went about the situation. We have since resolved this with him and he concluded that he would be removing the review. He seemed understanding and happy with the outcome of the matter after wards. 
  
  I apologize for the delay as I believed this matter to be settled.
  

  
  

  Customer Answer

  Date: 09/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED