Heating and Air Conditioning
Energy Stars Heating and Cooling Co
Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Initial Complaint
Date:12/02/2024
Type: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.
The man came out they were suppose to send me information. All summer long I have put in multiple work orders. I have had a new system put in and it is really loud. So, in June of this year they were at my home and they wanted me to pay a lot of money when I am paying a $8000.00 for this system. I have a warranty on this system. They are saying that I need a new compressor. This system is not even two years old yet. I am not paying no one to put Freon in or a compressor. I want a new system.
Business Response
Date: 12/02/2024
We responded to a request for service from this homeowner on 11/26/24. We promptly dispatched and arrived at the home the day the homeowner called and requested the service. Upon arrival we found the outdoor unit not operating. Diagnosed the the compressor was not operable. The technician called manufacturer tech support and manufacturer tech support confirmed the compressor needs to be replaced.
The compressor is under warranty. Our service department did leave a message for the homeowner with information on the next steps to repair the unit on 11/26/24. Unfortunately the equipment manufacturer controls the warranty on the equipment they manufacture. We are certainly happy to ask them to replace the unit for the homeowner.
Initial Complaint
Date:06/25/2024
Type: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.
6/17/2024Business Response
Date: 06/26/2024
In June of 2022 we were called out to this home by the homeowner for a ********* ******* call. We found the unit was low on charge. We added refrigerant for the homeowner, along with a recommendation of a leak detection if the unit continued to have have this issue.
In May of 2023 we were called out to the home by the homeowner for a clean and check. At this time we found the unit low on refrigerant again, and we preformed a leak detection at no charge to the homeowner. We found the leak at the indoor coil, and provided an emailed quote to repair/replace this component.
On May 19th, 2023 we were dispatched to the home at the homeowner's request to replace the leaking A-Coil. This was installed, leak tested, pressures checked and refrigerant balanced. Everything on this system was in good operation at the time we left.
On 6/17/24 we were called back to the home for a *********. We found the system frozen, and informed the homeowner to turn it off and let it thaw out, so we could perform diagnostics on the unit.
On 6/19/24 We returned to the home to perform a leak detection at no charge for the homeowner. We found a leak at the ******* port on the outdoor unit. This was unrelated to the indoor coil that was replaced. We provided options for repair, and discounted *******s as the homeowner has been a valued customer.
We charge a diagnostic charge. This charge is for sending a technician to the home to diagnose the issue.
We have copies of our ******* tickets for this home. If they are needed, we are happy to provide them.
Business Response
Date: 06/26/2024
I have been asked to provide a resolution to the statement that our diagnostic charge is a actually a service charge.
We charge a diagnostic to be dispatched to a home to resolve an issue a homeowner has. We call it a diagnostic charge, someone else may refer to it as a service charge. At this point in time, we have resolved the cooling issue for the homeowner. We did not install this piece of a equipment, we were dispatched to resolve the cooling issue. We make every customer aware that we charge a diagnostic fee before we set up the appointment. If the homeowner is not in agreement with that charge, we do not send a technician. If a homeowner has a service issue and it is related to a previous service call, that fee is waived.
Please let me know if you need further clarification concerning our diagnostic charge, when we make a potential customer aware of it or when we make a determination not to charge it.
Thank you
Business Response
Date: 07/03/2024
I have attached a copy of the service ticket for the diagnostic on 6/17/24 and subsequent repair on her outdoor unit on 6/19/24.
Please let us know if you need any additional information.
Initial Complaint
Date:06/18/2024
Type: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 would like to report a company called Energy Stars Heating and Cooling I have only had them for less then 2 years and it is leaking freon and my cooling system is not working properly and I would just like them to be held accountable for my systems problems. I have had their services since October 25th 2022Business Response
Date: 06/19/2024
Good morning,
We are currently working with ************************ to resolve the noise issue with her unit. The manufacturer to resolve the issue. As of this message, we are not certain there is any refrigerant issue. If there is, we will work to resolve this. Currently the homeowner is not experiencing any cooling issues. The unit is loud upon startup, and this needs to be rectified. Feel free to reach out to us with any other questions or concerns.
Thank you again,
***********************
Owner
Energy Stars Heating & Cooling Co
Customer Answer
Date: 12/02/2024
In October 2022, I purchased a heating and cooling system for a total cost of approximately $9,000. However, the system has been consistently emitting noise, necessitating at least six visits from technicians. Despite these visits, each technician has only indicated that the system requires additional refrigerant. The most recent visit, which occurred earlier this week, revealed that the compressor was malfunctioning and would incur a repair cost of nearly $1,000. I am seeking accountability for the subpar quality of the system and have filed a second complaint with the Better Business Bureau.Business Response
Date: 12/03/2024
We have worked with the manufacturer of the equipment to verfiy the repair is under warranty. The warranty repair parts are covered by the manufacturer of the equipment. We are happy to ask them to cover the cost of the labor for the repair, however their warranty on their equipment typically covers the cost of the parts.Customer Answer
Date: 12/04/2024
So I would like to know if I were to accept the business response would that mean that their warranty will cover the parts and everything to fix my heat pump.
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