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Business Profile

Heating and Air Conditioning

Family Heating & Cooling
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Family Heating & Cooling's headquarters and its corporate-owned locations. To view all corporate locations, see

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Family Heating & Cooling has 3 locations, listed below.

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    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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 type

    • Initial Complaint

      Date:07/15/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      AC unit only four years old. Installed by them with a warranty. Compressor blew on 6/26. Couldn't come out to assess until 7/2 where I was charged $100 for the service call. It took until 7/15 to get the part and fix it for another $850. I called multiple times to explain I have five kids including twin infants and was offered zero reprieve. No discount. No apology and just overall bad customer service.

      Business Response

      Date: 07/15/2025

      We at Family Heating are here to provide quality service at a fair price, as for your 4 year old a/c, it has a 10 year parts warranty and 2 years labor we were notified of the problem on Sat 28th of July, we scheduled a service call for our next available with the understanding we may get to it sooner, which we did call and set up for the call for sooner ( the 2nd) found the compressor and power plug for the compressor burnt and needing replacement, ordered parts and were told 5 to 7 days to get. the parts took 2 days longer to receive, we as a company were going over and above by offering to replace the condenser, 2 days later, at the same time the vendor called and the compressor was at the supply house, which we went and picked up that day , called the customer and went out Tuesday (the next day) and got the unit up and running that day. We discounted the refrigerant by 1/2 which we did not have to do but thought it would be a good gesture. after unit was up and running our tech rinsed the very dirty condenser checked air filter and advised to use a less restrictive filter and to rinse condenser often. To have a warranty part installed there is a labor charge and also a refrigerant charge as well, I would beg to differ that our company does not care, we bend over backwards to help and still no gratitude. If you would have opted in to extend your labor warranty that we offered which every install is sent out 1 1/2 years after the install.  you could have saved on the labor. Have a great summer!

      Customer Answer

      Date: 07/16/2025

       
      Complaint: 23602861

      I am rejecting this response because:

      If Family Heating, Cooling and Electrical did everything in their power to help us, then their conscience is clean and that's fine. Ultimately, I'm still unsatisfied with how MY experience was and that's that. We will just have to agree to disagree on how I think this could have been handled better. 

      Sincerely,

      ******** *******

    • Initial Complaint

      Date:03/19/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Need to have them come out and do a inspection for the city. They installed a a.c. unit. They keep lying about showing up to do inspection. I had to take a week off work for this. They showed up two of the times to leave a note that I was not home when I was waiting by the door, even ran after their car trying to wave them down. When I call to complain and ask them to come back they refuse to return calls, make excuses, and lie about responding or people not being in when I just spoke to them minutes before. I will get in trouble w the city if they don't correct this

      Business Response

      Date: 03/25/2024

      Good ******************************************* had installed an air conditioning system, and as part of the job is getting an electrical and mechanical permit for the work, which we have done. when the job is complete our office calls the customer and sets a time for the city inspector/inspectors to come out and approve the installation, our office had done. Turns out that the electrical inspector had made it out and approved the work, the mechanical inspector was not able to gain access to the residence to complete the inspection which was planned for the same day ,evidently nobody was home to let him in to look. our company has tried to get the reinspection scheduled with no prevail, we sent a certified letter that came back because nobody was home to receive such letter. Our office had made several attempt to get in touch with the homeowner, including this morning and I personally tried this afternoon, left a message, no response as of yet 4:27 p.m.

    • Initial Complaint

      Date:10/05/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Was told inducer for my furnace cost $500 installed. After it was installed I was charged $540. When I told manager of service department he told me $500 and this cost helped me determine if I wanted to go with this company, he told me he would send a technician to remove the part if I didn't want it. I left a check for $500 not knowing about the increase in price. Someone else was there to let him in to work on furnace. I owe the $40. The company is dishonest. I don't believe I should have to pay the extra $40.

      Customer Answer

      Date: 10/07/2023

      The original inducer motor they wanted to install in my furnace (that was $500) had a crack in it and the service man didn't seem 100% positive the seal would work (it will probably work he said) and wanted to install it anyway to see. We insisted on one without a crack and they had to pick one up from a neighboring city (*****).

       

      Thak you

      Business Response

      Date: 10/13/2023

      Our Company tries very hard to provide great communication and service to each and every customer, we will use this instance to refine our procedure on quotation of repair parts in the near future

      Business Response

      Date: 10/13/2023

      I have spoken with **************** about the misunderstanding of price of her replacement part and waived the balance of *****

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