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:07/08/2025

  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.

  Full Nelson came to my residence 6-17-25 my husband explained to the tech a few times exactly what was going on how the ac unit outside the last 24 hrs. Seemed nice & knowledgeable at first said he would try a few things. He ended up only changing my turbo universal capacitor on "borrowed time" while explaining what the last tech did wrong all the while my husband was trying to tell him it was the motor not the fan. Once he was done with only the fan said he had to get a motor, about 2-3 hrs after he left sure enough it stopped again, so I quickly called full Nelson back to see where the tech was, already off for the day but they will get back tomorrow. Tomorrow comes they txt me and ask about my problem tell me ***** will be back today to finish his job. ***** called my husband not to come back but to degrade my husband and tell him it was gonna cost even more for a motor but he didn't have the time it would have to be ordered and if my husband would have listened it would have already been taken care of. Next day still nothing so I started calling them, sure enough another txt message telling me a HVAC manager would get back with me over my refund and problems. That was last wed. You know I've had a lot of rude experiences in my life but this company and employees are raising the bar, I just want my money back since I had to call another company to come fix what they irresponsibly didn't take care of just ripped,my family off. It has been 2 weeks I have been reaching out with nothing in return

  

  Business Response

  Date: 07/11/2025

  After researching this job and how it was handled, we agree to refund the customer, ************** *******, $438.00.  We will send them a check in the mail to the address of **** ***** ****** ******, Kansas City, MO 64119.  During the research of this job, the HVAC manager found that our HVAC technician went to their home and replaced a turbo cap.  The customer called after this visit stating that the system was still not working.  A call went on the same technician to go back and instead talked to them on the phone and advised the customer they needed a fan motor.  We found out later on that our technician had quoted a price on the fan motor, but had not gone back out to the customer's home.  In the meantime, the customer called another company that found it to be a different problem per the customer.  This is an unfortunate instance that does require us to make sure all of our technicians are clear on company processes.  This is a training moment on our end, but the complaint is valid as we did not go back to their home.  Procedurally, that would have been done, but not in this instance.  We are very sorry this happened and as stated before will send a check back to the customer for $438.00.

  Thank you for the opportunity to respond.

  Customer Answer

  Date: 07/13/2025

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

• Initial Complaint

  Date:05/21/2024

  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.

  My AC went out 5/18/24. I called Full Nelson and they sent **** out charging me a $149 emergency fee. Within a few minutes of **** looking at my AC, he started to sell me on replacing my unit for $19k. I told him I wasn't ready for that and needed my AC fixed. I told him the fan on the outside unit wasn't working. He said he'd put on a new capacitor for $510.25. Considering my house was 80+ degrees I agreed even though I didn't think that was the issue (it wasn't), which I let him know. He required I sign agreements prior to providing the service. The AC worked for ~3 hours and shut off again. My house was 80+ degrees all Saturday night, all day Sunday through Monday. When I talked to **** Monday, he said that if I'll agree to replacing the system, he'd come fix my AC unit to get me by for no additional charge, basically putting me in an impossible situation.
  
  I ended up calling a different HVAC contractor who fixed my existing unit. Additionally, I had the new HVAC contractor quote me the same replacement/upgrade as Full Nelson for $13k less!!
  
  This is a very deceptive business practice. This company is taking advantage of people who are in a tight spot to sell them instead of help them fix their issue, which is was their supposed to do. When the customer isn't fully knowledgeable, they can take advantage of them. There are state laws in Kansas to protect consumers from these types of practices and I will be exploring those should this not be handled as it should be.
  
  I would like a full refund for the service totaling $659.25.

  

  Business Response

  Date: 05/21/2024

  Our HVAC manager reached out to *** ***** and discussed the issue with him.  The customer explained that he agreed to the emergency fee as it was the weekend and an emergency call.  The company has agreed to refund *** ***** the difference, which is $510.25 on his credit card he used on May 18, 2024, and has already been processed.  Our intent is never to make any customer feel like they are cornered.  We take these things very seriously and are reviewing all aspects of this with our service expert to make sure our services are always to be concerned about customer safety and comfort.  We always provide options and we are making sure our service expert understands what needs to be done to fully execute the customer experience.  We do apologize to *** ***** and appreciate his understanding of taking care of this matter swiftly.