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:11/13/2024

  Type:Billing 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.

  November 11, 2024 is the billing due date on the bill. I had this company out to my house to fix my heater issue in November of 2023, in which, one of the parts, that I provided, a transformer, was installed by the technician. Well, I try to use the heater this year, and what do you know, it doesn't work. The technician that was here is trying to say I said that my husband put that part in, when I never said that, and he never did that. It turned out the transformer was not installed properly, thus, blowing the controller and the transformer, which were the cause of all my problems. Conveniently, and quite weirdly, this is the one repair left off of my bill. So I am being passed on the expense of their bad workmanship. I don't know if they have a more detailed work detail or not. I would guess if they do, someone does not want their bosses to see this improper installation of a part, and the expense it caused them. Yes, my husband installed a controller, which the technician had rewired, and I would like to add it took him a long time to figure out himself. After that, my husband was done messing with it. So we bought a transformer, because upon looking at the schematic, that was possibly what it could be, but we did not know that for sure. But we bought it to have on hand, in case the tech needed it, and it turns out he did need it. I am very insulted at the insinuation that my husband and I are liars, and the rewording of things that I said. After this whole debacle, I will never trust anyone that comes to work on my home. I will document, record, and or take pictures, and maybe have them sign off on everything they had worked on. I really thought I had finally found a company close to me that I can trust, it turns out, they are just like all the other untrustworthy companies I have encountered in this area, very disappointing. So now I incur the price of their botched installation, sounds fair, right?

  Business Response

  Date: 12/17/2024

  In November of 2023, we were called out to the residence to work
  on the HVAC unit.  On that invoice, we rewired
  the circuit board, replaced the customer-supplied contactor on the AC, and
  verified proper operation. 

  In June of 2024, we were called out to the residence to work
  on the Air Conditioning unit.  On that invoice, the technician replaced a capacitor and relay and verified proper
  operation.

  In October of 2024, we were called out to the residence to
  work on a furnace that wasn’t working.   On that invoice, the technician replaced the control board and transformer and
  verified proper operation.

  We do not have any record of replacing a transformer in
  November of 2023 as the customer has said. 
  The only record we have of replacing the transformer is in October of
  2024.  It was a transformer we provided and charged the customer for. 

  I talked to the technician who worked
  on the unit in October 2023 and June of 2024, and they stated they did not
  replace the transformer.

  I have had multiple email conversations with the
  customer.  On November 15th,
  2024, I emailed the customer and asked them what it would take to make the
  invoice right for the customer.  After
  that email, the customer paid for the ticket in full on October 18th, 2024.  I currently have a discount of 50% off that
  ticket, giving the customer a $550 credit with us.

  Customer Answer

  Date: 01/02/2025

  I will only take credit to my card, or a check in the mail.

  Business Response

  Date: 01/14/2025

  I apologize.  I saw the complaint was closed.  I didn't see the customer's response.  I will be more than happy to refund the money to her credit card.  Our credit card company requires the credit card be physically put into the machine in order to refund the money.  The next time the customer is in town, we can take care of it.  No problem.