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Business Profile

Residential Air Conditioning Contractors

Earl's Heating & Air Conditioning

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/18/2024

    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 5/15/24 I had a technician from ****** Heating and Air perform the annual maintenance on my central air. The technician cleaned the unit and stated it needed a chemical cleaning. After paying $337.00 he stated the unit was "all set" but it might need charging at some point. I attempted to use the unit on 5/17/24 and it didn't work at all. I called the office 5/18/24 and was told they could send someone out but it would be another service fee of $189.00 plus "whatever service was needed to repair the unit (parts, labor etc). I paid for a service call and got nothing in return. The ac still doesn't work.

    Business Response

    Date: 05/20/2024

    Dear ****************,

    Thank you for bringing this to our attention. We sincerely apologize for the inconvenience and frustration you experienced.

    Upon reviewing the phone call from 5/18/24, we understand that you reached us after hours and spoke with our answering service. Unfortunately, our answering service has access to our weekend pricing but does not have access to individual customer records or the ability to make exceptions based on previous service calls.

    We want to assure you that we absolutely will not charge a trip and diagnostic fee to return and review the issues with your air conditioning. It was never our intention to leave you with an unresolved issue, and we take full responsibility for ensuring your unit is functioning properly.

    The misunderstanding regarding the additional service fee is regrettable, and we are committed to making this right. We would like to schedule a follow-up visit at your earliest convenience, without any additional diagnostic charges, to diagnose and fix the problem with your air conditioning unit.

    Please contact our office directly at ************ during regular business hours (Monday-Friday between 8A-4P), and we will prioritize your appointment to resolve this matter promptly.

    Thank you for your patience and understanding. We value your business and look forward to resolving this to your satisfaction.

    Sincerely,

    ***********************
    Business Administrator
    Earl's Heating and Air Conditioning

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