ComplaintsforHonest Guys Heating & Cooling

• Initial Complaint

  09/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Honest Guys was recommended to me by a family member, so I thought I was in good hands. After discussing the prices, we settled on a date of June 14th for the 1st house and and July 9th for the 2nd house. Immediately after the installation of the 1st house, I began to have problems with the house cooling the upstairs. This dispatcher sent someone out and the problem still isn't resolved because for a new system, the air is not blowing enough cold air. For the installation of the second house, again I began having problems immediately. The first issue was the freezing of the freon lines and water running on my floor. During the hours of my business in 90 degree weather, I was told to turn the system off so they could check it the next day. When they came to check my new system, it wasn't as hot outside and they didn't say much but everything was alright and it shouldn't be freezing up. The problem is, if there was nothing wrong, it wouldn't be freezing or leaking. Also, the only reason my upstairs for the 2nd house had a decent amount of cooling was because of 5 ceiling fans and 1 blower in the upstairs. I contacted the dispatcher **** so she could contact the owner to give me a call and to this day, he has not reached out to me besides texting me on a system. On July 17th and August 11th, I asked for the owner, but instead he keeps sending **** and ******. The owner ******************************* was supposed to come to look at my system on 08/25, but he was a no show. On 08/27, he texted and lied saying he came to my home on 08/25, but I work from home and he never came. After 08/27, the owner refuses to contact me or my husband and I've called several times. I also went by what was supposed to be the business office, but it is only a church. I'm on a payment plan with FTL Finance and for the 1st house, they need to do some adjusting so the upstairs cooling system works properly. I want a credit for the 2nd house and they can take their system back and wipe the charge.

  

  Business response

  09/26/2023

  Response to complaint filed against Honest Guys. I'm not sure where to begin. Ok first no right person ever wants to hear complaints or experience issues when spending any amount of money on any scale. Trying to address everything stated. As ***************** emphasized, our communication "relationship" started back in June 13, 2023 where she was referred by a good friend ****. Who highly recommended us - this part of the story is true. ***************** had purchased 2 units from us for 2 separate homes. the first home was installed July 9, 2023; her 2nd property was installed July 14, 2023. The first home was adding additional duct to a what would be 3rd floor. ***************** was told by her friend who referred her of an issue with heating & cooling up on that level, and again informed by 4 different individuals employed by Honest Guys. There is no insulation on that level, and heat rises. The units installed at this property were indeed checked with temperature gauges, probes, and thermostats. All units at this property are in fact in working condition. Doing exactly what they are built and made to do. As well as its performance! All of these tests were shown to ***************** and her husband ****************. There is no issues on our end with the installation of these units. Not sure who the other contractors were, but I was told they also informed them of an insulation issue.

  now for the 2nd property, I did personally myself get involved. As ***************** is calling me a liar. Why do I need to lie about showing up at someone's home. Umm NO! I came to her home on August 25, and on August 26, 2023 The 25th was a scheduled appt. no answer, and on the 26th it was early whereas I received a text back saying otherwise. "She uploaded pics of the texts messages"... But since still that I have been called a liar, missing our appointment, I have been threatened by her husband stalked at both work locations. (Which in fact is another issue - And to note all of our calls are recorded for security purposes) As they stated here in this complaint they have came up to both locations. Since Covid-19, my employees have been working from home.

  But nevertheless, I still have made it possible for my techs or any employee to come and see about the issues they've stated they have been experiencing. And again, there aren't any real issues other than its not cooling at a temp that they would like it to be. ALL units are working properly...  So we are not running away or in hiding from anyone. We have over ****** customers here at Honest Guys. And out of ****** maybe two complaints. One being the ********. 

  I'm not sure what else needs to be said here or stated, but both units at this customer's properties are working fine.

  I'm not sure who in there right minds think that someone would come by any individual house after being threatened. Honestly this is a situation that law enforcement should get involved in. All calls are recorded for things of this nature. Hypothetically go by a customer's home and something happens.

  Here at Honest Guys we strive in excellence, and again - no one is perfect; we put our customers FIRST! All the time you may not get the owner of a business, but you will get excellent service by one of our awesome employees here at Honest Guys Heating & Cooling. Our customers are our 1st Priority... 

  Customer response

  10/03/2023

   
  Complaint: 20649821
  
  I am rejecting this response because:

  Honest Guys is not an honest company. The owner ******************************* continues to lie and say it was a police matter yet hes never filed a report because his accusations are untrue. How can we stalk someone when they dont even have a real address and the one listed is a church. We went to speak with the owner as adults do since he refused to answer our calls. We want the work done correctly in the first house and their lemon version of central air returned to them. As a business man, it is disgraceful to scam people out of their money and not take pride in properly installing your equipment and fixing central air correctly. Several reviews shared showed we are not the only ones who have had the same issues with this company. And then for the owner to be disrespectful is unprofessional. 
  
  Sincerely,
  
  ***********************

  

  Business response

  10/05/2023

  Again, I am not sure what ***************** and her husband are trying to achieve making these false accusations. I never lied nor am I lying about anything. Look the truth of the matter is that they won't their unit to do and perform what the house is not capable of doing. I am not about to continue spending time typing responses here. Am FYI, yes that is a church, Honest Guys is ran in the warehouse building being apart of the church. Again, my dispatchers work from home. My technicians and myself are the only ones in and out of the building if it must be noted here. And no I didn't file a police report because I am not *****. I stated that I should have and could have file a police report because of the threatening messages. ***************** unit is working in proper order. There is nothing else we can do for this customer. Thank you!

  Customer response

  10/16/2023

   
  Complaint: 20649821
  
  I am rejecting this response because:
  
  The owner of Honest Guys just openly admitted that the unit wont perform because the house is not capable of allowing this, but as a professional when I asked will it be better, why did he lie and say the unit would perform well in the house? Now all of a sudden the unit isnt capable of performing in my home, but you greedily took my money. Hes the professional who should have the knowledge on what a home is capable of but he lied per usual. If this isnt a lie and a scam i dont know what is. I also spoke with the finance company who told me he lied and said he sent the manufacturers out to my house and they said it was nothing wrong with the unit. How can you send someone to my house when I for one wasnt aware of them coming and two Ive never let anyone other than Honest Guys inside for the unit. Since this scammer refuses to take responsibility for installing a lemon of a unit and sending incompetent workers out to fix it, I want my money back and they can have the unit. I also want the better business bureau to remove him from their page. I dont remember his rating but this company deserves an F because all he does is lie, scam and disrespect customers instead of being a professional and taking responsibility for his actions. I wouldnt advise anyone to use his services. Check all the ratings on different sites because the bad comments and his responses to customers shows you all you need to know about Non Honest Guys.
  Sincerely,
  
  ***********************

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Honest Guys installed my air conditioner in 2019 and the unit is now malfunctioning and not working since July. 4th. This is 2nd major time the unit is malfunctioning since it was purchased.I called Honest Guys and they scheduled someone to come repair my unit on Thursday July 6th, but the appointment was rescheduled at the last minute after Id already left work early to meet the repairman at my home. 2nd Appointment was rescheduled for Friday July 7th. HoweverNo one showed to repair the unit on Friday July 7th nor did I receive a call. Both days I was told that someone would be here to repair the unit between 4-7pm. I took off work early both days to meet someone at my home. The company is now non-responsive to me. .My home is currently 86 degrees and has been very hot since July 4th. Im beyond frustrated and am now forced to probably pay out of pocket for a service that was covered under warranty.

  

  Business response

  07/08/2023

  Hi, my name is ************************* owner of Honest Guys Heating & Cooling. I am speechless about this complaint, especially when all of our calls are recorded for security purposes. And also to note, time stamped. Both time customer was notified about the rescheduling of her appointment. The very first appointment was us trying to squeeze her (Mrs. ************************ in. When we were extremely booked by closing for the holiday. We informed her that we will do our best. But we called *************** left a voicemail on. her machine. Again we have it recorded on our end both messages left for her. But we could not make the first appointment due to technicians being on other calls ALREADY booked prior to Mrs. ******* Second appointment the technician that was scheduled to her, unfortunately had a car accident. And we again, called and left her another voice message. It is not our duty to make a customer answer a phone. And for *************** to insinuate we are non-responsive this is so not true. Our business hours are 8am-4:30pm, our phones do not ring after hours. I have it recorded where she left a voicemail at 7:21:**** on July 7, 2023. Looking for a technician. Now July 8, 2023, my technician that was assigned to *************** was in route to her, she texted the app back, saying seriously. Then told my technician on the phone I have another company out here to do the work. 

  History: Our text app sends ALL of our customers appointment schedules and times, **** ***** stated she did not receive the voice message, but I'm over ****% sure she receive the text message, reason being she replied to it!

  Also another fact to note, *************** system was installed in 2018, and she has failed to live up to her obligation per her contract, stating You must have a qualified licensed technician inspect, tune up, and/or check your unit every year for 10 years to keep your warranty valid. She has not done so.

  Customer response

  07/10/2023

   
  Complaint: 20291174
  
  I am rejecting this response because

  These are the facts that occurred from what I observed 

  - Company mentioned that they were busy the day after the holiday and she would try to get me in that day.   When she couldnt, I was scheduled for an appointment on Thursday, July 6th between the hours of 4-7pm.  I arranged to left work early at 3pm and meet the ******* technician at my home.  ******** as I walked out of work I got a text from the company that ******* technician wouldnt be out until the following day Friday between 4-7pm.   I immediately called the company and spoke with a representative that told me that the ******* technician couldnt make it because he was busy at another job.  I was upset but willing to acknowledge things happen, but I did request for the owner of the company to call me.  I never received a follow up call or communication from the owner.  
  

  
  - I left work early again on Friday, July 7th to meet the ******* technician for the appointment.   I called the company and spoke with a representative (same lady although I cant recall her name- it starts with letter i).   She confirmed that ******* representative would be coming out.   ******** ******* representative did NOT come out and did not call all day Friday - no one from the company called me.  Id like to know what phone number and what message was left because it certainly was not to me.   I did, however, call the company back and left 3 voice mails inquiring about the status of the appointment and expressing my concern and dissatisfaction.   The owner should have received those messages and followed up.  I also emailed the owner te address that I had on file for him and still no follow up.  I have yet to have any follow up from this company. 
  

  With no known eta on fixing my unit and an ill spouse at home, I had no other option but to get another company to fix the unit.  I called 4 season at 9pm on Friday and they told me that they would call me back and get someone out asap.  I received a call from 4 seasons the next morning at 7:45am and they told me that they would have someone out to fix the unit between ****pm that day (Saturday). Mind you, it is Saturday morning and Ive received NO contact from Honest Guys.  At 2:23 I finally get a call from a *********************, from Honest Guys, saying that he was on the way to fix my unit AFTER 4 seasons had already arrived and fixed the unit.   I find it surprising that the only call that Ive gotten from the company is from the ******* technician saying he was coming to repair my unit AFTER I posted my experience on our neighborhood social media account.  Just to be clear,  at NO other time did I receive a call (as the owner stated) and nor did I coordinate or agree to any new appointment times  as any good business should collaborate changes in appointment times with the customer. 

  As for the warranty, I am attaching pictures of it.   The Amana manufacturers warranty doesnt mention anything about going through Honest Guys to have them ******* my unit annually.   Also my sales receipt with Honest Guys does not mention that this is required.  To be clear, at a minimum my parts should have been covered.  

  I am attaching pictures of text messages that reflects my notification of first appointment change and my Saturday communication with the honest Guy ******* technician. 
  

  Very disappointed the owner has yet to contact me personally or even verify if theyve called the right number, who they spoke with etc.  its also strange that the ******* technician was able to call me directly when he needed to on Saturday.  I am asking this company to pay for the cost of the parts that I had to pay for out of pocket  due to their negligence in good customer ******* practices and communication. 

  Sincerely,
  
  ***********************-*****

  

  Business response

  07/21/2023

  I am not sure what this customer is looking for, a hug moral support. I'm not sure. But again my calls are recorded for security purpose and issues such as these.

  To reiterate, my name is ************************* owner of Honest Guys Heating & Cooling. I am speechless about this complaint, especially when all of our calls are recorded for security purposes. And also to note, time stamped. Both time customer was notified about the rescheduling of her appointment. The very first appointment was us trying to squeeze her (Mrs. ************************ in. When we were extremely booked by closing for the holiday. We informed her that we will do our best. But we called *************** left a voicemail on. her machine. Again we have it recorded on our end both messages left for her. But we could not make the first appointment due to technicians being on other calls ALREADY booked prior to Mrs. ******* Second appointment the technician that was scheduled to her, unfortunately had a car accident. And we again, called and left her another voice message. It is not our duty to make a customer answer a phone. And for *************** to insinuate we are non-responsive this is so not true. Our business hours are 8am-4:30pm, our phones do not ring after hours. I have it recorded where she left a voicemail at 7:21:**** on July 7, 2023. Looking for a technician. Now July 8, 2023, my technician that was assigned to *************** was in route to her, she texted the app back, saying seriously. Then told my technician on the phone I have another company out here to do the work. 
  History: Our text app sends ALL of our customers appointment schedules and times, **** ***** stated she did not receive the voice message, but I'm over ****% sure she receive the text message, reason being she replied to it!
  Also another fact to note, *************** system was installed in 2018, and she has failed to live up to her obligation per her contract, stating You must have a qualified licensed technician inspect, tune up, and/or check your unit every year for 10 years to keep your warranty valid. She has not done so. *************** informed one of the dispatchers here at Honest Guys that she was going to have 4 seasons come out and do thee work. Her initial gesture was thinking that Honest Guys was going to cover something that's out of warranty. So in other words, what she attempted to do back fired on her, and she end up paying the same people in which she called out the first time.

   

  Customer response

  07/24/2023

   
  Complaint: 20291174
  
  I am rejecting this response because:
  I will let the first, very unprofessional sentence, speak to the ethics, care, and concern for this business toward its customers.  

  The only call that I received related to either of my appointments, were the ones that I initiated.  The owners says he has time stamped messages.  The fact is, I DID NOT receive those messages and would like to know what phone number they were left with and/or who they spoke with- because it was not  me.  
  

     The facts are that I am a paying customer that was looking to be serviced by a company that I trusted would maintain my air conditioning unit.  The tone and untruths of the owners response are at a very minimum unsettling.   As a professional health care leader, I do not have the time nor energy to create complaints.   The fact is that this is the very first complaint that Ive ever filed against any company with BBB.  I am completely offended that the owner is less than willing to acknowledge any wrongdoing on the part of his company.   The fact is that I have 0 messages left from this business related to canceling my second appointment and took time out of my very busy day to arrange, two days in a row, to meet a technician at my house.  I had to go to an outside company to get my air conditioner fixed and pay an out of pocket parts fee that should have been covered under warranty.    
  Additionally, the technician called me the day after he was supposed to have fixed the unit to tell me that he was on the way to fix the unit.   The appointment was NOT rescheduled, I received 0 courtesy call from him on Friday to tell me that he would not make it.   Very poor , poor business practices, as well as the owners response.  This company is not Honest.  I am looking for reimbursement for the parts that I had to pay for to get my air conditioning unit repaired.  It is the least this company can do.

  I intend to purse this matter legally, due to the extent and lack of accountability that the owner is taking if this is not resolved.  

  Sincerely,
  
  ***********************-*****

*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. ↩