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:09/02/2024

  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.

  This is in addition to a complaint we have with our warranty company. We have been since 6/13/24 to have an evaporator coil replaced on our a/c unit. We have made multiple attempts to reach Triple A to schedule this service after we were told by our warranty company that Triple A would not go to the warehouse to pick up the part for replacement, they wanted it shipped directly to them. I have called Triple A multiple times with very little communication. Since the part has been "picked up" I have received no communication from Triple A to schedule an appointment. I received one text message on 8/27/24 from Triple A, but I have yet to contacted to even schedule an appointment. We are at record breaking high temperatures in our area, and our other unit continues to fail as well. We are told that it can't keep up because it is trying to over compensate for the unit that we having been desperately trying to replace since 6/13/2024. My husband or I are continually having to take off work for work to be done. I am on the verge if losing my job, along with my sanity, due to the need for multiple call ins related to this issue. I have been in contact with our warranty company multiple times, several just this week. I can't provide a complete address for rhis business because I can not locate one online. This is the worst customer service that I have ever received. I need my service completed, and I can not afford to take any more time off. Triple A only works M-F 9 to 5. Please, please help us! I have attached a screenshot of the text between myself and Triple A. There is also a message from our warranty company that was magically sent to us as well. No one has record of why or where that message is from.
  
  ****** *****, ************

  Customer Answer

  Date: 09/06/2024

  I can't find any information anywhere in regards to an address or an email address.  They seem to be VERY elusive. 

  Business Response

  Date: 09/12/2024

  Homeowner was notified on July 8th that claim had been authorized by warranty company and we were waiting on parts to be ordered and sent to us from warranty company. Please note the warranty company had noted that the part was on back order for 3 months from the manufacture. Once parts are received for the work order we notify the customer to schedule the install appointment. We received the parts on Sept 4th, Homeowner was sent a text message on Sept 6 to let them know we had received part and would like to schedule the install appointment for Sept 9th between 1-2. Homeowner confirmed appointment, I sent text to notify them of the non-covered cost that would be due upon completion. They ask what the cost were for and it was explained they are charges that the warranty company does not cover based on your plan with them. A few hours later we got an email from the warranty company telling us to not complete the work that the homeowner took a cash out and did not want the repair completed. Text was sent to homeowner to confirm they took a cash out they texted correct. Appointment was cancelled as they did not want the work completed. Do not see a true complaint here as they cancelled the appointment to get cash and not to have part replaced. 

  Customer Answer

  Date: 09/17/2024

  
  ********** ********
   
  
  I am rejecting this response because:

  These are legitimate complaints.  ****** ***** who is also the home owner/policy holder never had her calls/texts returned. We were unable to communicate with our contractor to discuss any of these issues due to the contractor not responding to messages or answering phone messages left via voicemail. Several messages were left or sent. It should not take over a week to answer a customer's request. Yes, we did ultimately take the cash option because we did not have the work completed in a timely manner. If your company could effectively communicate with customers regardless of whether it is warranty work or cash pay we may have used your services.  My main complaint is the complete LACK of communication and the willingness to blame this on the consumer.
  
  
  
  Sincerely,
  
  
  ****** ***** *** *** *****

  Business Response

  Date: 09/17/2024

  We provided communication when we had the information to provide. From the beginning of your claim you were notified through text that once the warranty company authorizes your work they will order the part and once we receive we will set up the appointment for install. we do not order the equipment the warranty company does, we do not authorize the work the warranty company does, the warranty company is the one that is able to provide updates on your claim and from what you have written in your last two statements they provided you with updates. We reached out when we got the equipment and set up the appointment to install, you didn’t want the part fixed so you took the cash out. You have changed your complaint with the BBB several times first saying you had to take off multiple days of work to be home for appointments and you are on the verge of being fired, homeowner has been scheduled two appointments and only accepted the one that was to diagnose the issue with their AC the date of the appointment was June 17  at 1:00 pm *** ***** was the one  that was home for the appointment. Second major complaint work wasn’t completed and just wants help getting ac fixed. Well homeowner took a buy out as soon as they were notified of the part being delivered and the cost that they would have to pay. Now the complaint is we did not respond timely to her calls and text the warranty company has all the details of what was going on with their claim if they were not able to get good updates from the warranty company that is not the fault of my company we spent many hours on the phone to provide different model numbers of equipment that would work so the warranty company could get it ordered and sent to us,  it took the warranty company until Aug 14 to order the part that was in stock. Homeowner was notified that we would not be in contact with them until the part was received and that is what we did.