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:01/25/2024

  Type:Customer Service 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.

  In September 2023 Bill Leary installed a new HVAC system in my house. On December 29 I noticed it was leaking. Someone came to look at it, and the next day the office called to schedule an appointment for January 2. On January 2 they called to cancel because they 'didn't have the right guys' on the schedule to come. They rescheduled for January 4. On January 4 they sent ONE guy out to again look at the problem. He said two other guys were supposed to be there also but they didn't show. Told me the office would call me schedule yet another appointment. They did, and it was rescheduled for the next day, January 5. On January 5 guess what? They called and cancelled the appointment AGAIN. Said they can't reschedule until the following week! So it was rescheduled for January 9 (let's keep in mind these are work days so I have to take a day off from work to accommodate their schedule!). They did come out January 9 and said they 'took care of it'. On January 13 I saw it was leaking again, for the second time. Tech came out that day, looked at it, said the office would have to call to schedule yet another appointment. They came on January 15, and again, allegedly 'fixed it'. Today it's January 25 and I noticed it's LEAKING AGAIN for the third time. I also noticed that they left a mess behind in the crawl space where the system is. Called the office, they said someone will call me back and come out. Got a call about 30 minutes later (10:00 pm) and said they would come out tomorrow. So here we go again. Prior to this experience I used this company for YEARS to maintain my system. After this experience I will NEVER use them again. I am so beyond livid that I literally wiped out my entire savings account for this and they can't even provide me with good workmanship.

  Business Response

  Date: 02/21/2024

  We have gone out to this customers home many times in attempt to rectify the issue she is  experiencing which is a intermittent water leak.  We have determined that this water leak is occurring only when it rains. The majority of the times we have come out have been after 3:30pm understanding that the customer works and this is an inconvenience.  We have also gone out twice on after hour calls where the customer has called, our office was already closed & she reached our emergency service yet we still did respond and show up. When we respond to a call at 8pm or on a Saturday we are limited to what repairs can be made, supply houses are not open during those times to obtain material and sometimes the available emergency on call technician is not always most suitable for the particular job. I understand this is a super frustrating situation for our customer, we are by no means avoiding or purposely not finding & fixing the problem.  The issue that she is experiencing is a bit complex and I/m sure she can agree that we have been out many times, making different repairs & checking things to rectify the issue.  On our last call which was on 1/30/24 everything was dry at the moment, we agreed to wait until it rained & if the leak was still present the customer was to contact us so that we could have the same technician back out to identify where it is coming from.  I have not heard anything further since then.  Please know that we do stand behind our work & have every intention of getting to the bottom of this & remedying this for our customer.

  Customer Answer

  Date: 02/21/2024

  
  
  
  
  Better Business Bureau:
  
  
  I am fine with closing this case but with just a few comments. I stand by the fact that communication between the office and the techs is lacking. When the one tech came out he said I would get a call from the office on Monday to tell me what the manufacturer said. I never got a call. But they sent techs out to my house anyway, two days in a row, unbeknownst to me. I felt bad for the techs that were literally sitting there waiting for me. That definitely wasn’t the first time there was no communication between office and tech. On the plus side, the techs are great when they are here. And I respect the techs and Bill for not giving up and still trying to figure out what the issue is. It hasn’t rained since the last visit so I still don’t know if that’s the issue. But the area has remained dry so I’m hopeful that is the problem. And I’m now confident that if it leaks again when it does rain they will be more than helpful and willing to fix the issue. Because of their response and patience to my frustrations I will be remaining a faithful customer and will continue to recommend them to anyone going forward.  
  
  
  
  Regards,
  
  
  ****** *******