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:09/09/2024

  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.

  I purchased a service plan with Goettl for $19.95 a month. That was suppose to provide service to my air conditioning, heater and water heater. Well weve been cancelled and rescheduled three times and when my AC stopped working they arent able to come check my AC for a week. When I tried to cancel the plan they said we would be charged $120. Its very frustrating and unfair. Thank you,*** ******

  

  Business Response

  Date: 09/17/2024

  We contacted the customer and will cancel their membership with no fee. also offered free maintenances for a year.

• Initial Complaint

  Date:09/04/2024

  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.

  the last time tech, came out. did not clean out coils or drip line for condenstation or the pan all, screws on the one side are missing. also drilled three quarter inch holes on both sides of dust work, letting in water dust, dirt. this unite is only 5years old looks like its 20yearsold.

  

  Business Response

  Date: 09/14/2024

  Customer was contacted and we addressed the complaint. Customer is satisfied with the resolution. 

• Initial Complaint

  Date:08/19/2024

  Type:Sales and Advertising 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.

  On April 15, ****************************************************** from their mailing list to stop unsolicited mail from being sent to my home address, but I am still receiving it.

  

  Business Response

  Date: 08/23/2024

  A message has been sent to you Marketing team to have her removed from our mailing list. 

  Customer Answer

  Date: 08/26/2024

   
  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.

  I will also monitor to ensure that I do not receive any further marketing mailers from the business and should that not be the case I will then reopen the case.

  Thank you,

  Sincerely,
  
  *************************************

• Initial Complaint

  Date:08/07/2024

  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.

  We have been a ***** Club Member since June 2022. Membership was $46.95/mo until November 2023, it increased to $59.95/mo which is what we currently pay monthly.12/2/2023 - Goettl came out to perform, what I believed was going to be, the seasonal heating rejuvenation service (Inspection/Preventative tune-up service per contract) and to install new Smart AC sensors on our HVAC units and vents. I asked the tech if everything with the units is working fine (assuming they performed the 6-month seasonal service) and he said that everything was working great. No issues according to him.7/2/24 - I called to schedule the seasonal cooling service (normally, I never have had to call up to this point; they would just call us as a reminder to get the service done) and was also informed that the last rejuvenation service was in July of 2023. They confirmed that no service was performed in December 2023.7/5/24 - nobody showed up for the cooling service as scheduled; Goettl canceled via text message during the appointment window stating their was a high demand for technicians due to the heat wave. Our service was not a priority for them.7/30/24 at 1:50pm - I called to reschedule for cooling service and to ask for an account manager or supervisor to call me back about a refund for the lack of heating service on 12/2/23. No one called back. However, they set us up for a cooling rejuvenation service for 8/22/24 (I will cancel this appointment). 8/2/24 at 11am - I called again asking to speak with a manager. Again, no one calls back.8/5/24 at 1:11pm - my husband and I called again to speak with a manager and about canceling our membership due to lack of services and breach of contract. A ****** assured us that a manager would call us within minutes given the seriousness of our protracted issue. She also said only one of the 4 calls I made to Goettl had been notated in our account with no specifics.We are asking for a refund for the last 13 months for breach of contract.

  Customer Answer

  Date: 08/16/2024

  I was able to speak with Tawny at Goettl on 8/9/24 and she agreed that we were not informed of any changes to the ***** Membership. Therefore, a refund for 8-months worth of monthly dues was refunded to us on 8/14/24 totaling $479.60 which I found to be very fair. In addition, the rejuvenation/tune-up that we didn't receive back in December 2023 will be made up for on 8/22/24 which is also when all of their installed sensors will be given back to Goettl on that day. This case can be closed as resolved in the meantime.

• Initial Complaint

  Date:08/06/2024

  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.

  When I had my first service from this company, they offered me a membership for one year, being about $14 a month. I completed a whole year with them. After the year passed, they continued to withdraw money from my account every month. Afterwards, I called them to cancel my membership and asked for a refund on the charges made on my account passed the year. They then stopped charging my account and proceeded to charge my wife's card without any authorization or permission. They continued to charge her $14 a month, without permission from me nor my wife. On 08/05/24, I called them in hopes to speak to a manager to explain how these unauthorized charges are considered fraud, as we did not authorize them to do so. The representative continued to speak to me in an unprofessional and rude manner, as she saw me frustrated and confused. At the end of the call, she proceeded to say in an unprofessional way "do what you want to do". I want refunds and compensation for the inconvenience and unauthorized charges made on the account, as this has put us through a lot of trouble.

• Initial Complaint

  Date:08/05/2024

  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.

  I've had 2 units installed about 4 and half years ago.initially there were 2 warranties attached to the units at time of purchase and installation. A labor warranty and a parts warranty.The labor warranty has since expired. That's fine.However, I've had issues with one of the units a couple of times in the middle of summer. Both times Goettl **** said they could not send anyone out for a few days.This last time (8/2/24) one of the units started to blow warm air. I have 2 small children and was concerned about the heat of the house here in *******. I immediately called Goettl, told them the issue was told that the earliest appointment was Tuesday in the afternoon.So I would have to go 3 whole days and the majority of a fourth with 2 small children and pets in hopes that someone comes out and fix the unit that would have a warranty on it?So now out of desperation I have to have another company come out and fix the unit and pay out of pocket.This has now happened twice.This feels completely intentional to avoid honoring a warranty.

  

  Business Response

  Date: 08/19/2024

  Thank you for submitting Mr. ******** complaint over to our office for review.  While I apologize for being unable to respond immediately to Mr. ******** request for service, there are a couple of points he makes that I would like to address.  First, for any warranty to be valid, it requires the unit to undergo routine maintenance.  While it is possible that ****************** had his HVAC units serviced by another organization,there are no records of him enlisting us to provide such services since the installation of his two units in October 2019.  Secondly, in the peak of summer, we sometimes have to triage our jobs to ensure people without ANY cool air are prioritized.  In this instance, while understandably inconvenient,****************** did have a second (operating) unit in the house.  As such, our response time needed to be delayed.  Third, virtually any bon a fide HVAC contractor would have been able to service the unit under the manufacturers warranty.  And lastly, regarding any incurred costs, as ****************** outlined, the 2-year labor portion of his warranty had expired.  As such,any work requiring labor to install replacement parts or servicing of the unit would have been incurred regardless of who he used to perform this work (us or otherwise).  For him to insinuate that we were purposely delaying our visit in hopes that he would take his business elsewhere (and that we would not have to honor the warranty) is simply not the case.  If ****************** would like to subscribe to an annual maintenance plan for his units, I would be happy to provide those at no charge.  Otherwise, at this point, I am not for sure what more I could propose to help.

• Initial Complaint

  Date:08/05/2024

  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.

  On 7/9 Goettl came to my house for a maintenance rejuvenation service. Within 30 mins the service technician informed us that a part had broken when he opened the system and that this happen with order systems the repair would cost us $650.00. I pushed back due to them not preparing a customer of the potential damage that could occur with a maintenance. If I was aware of potential breaking during maintenance I would have never agreed to the maintenance as I am well aware my AC is not brand new. It was late in the evening at this point and we now had no working AC. We were first given a 5% discount for his damage. I was not okay with this conclusion so they reduced the invoice to $335 so we would have AC during the prime heated months in Las Vegas this year. I reached out to Goettl via email on 7/10 and was told someone would contact me. I was not contacted. Yesterday our AC went out this time leaving us the entire evening without AC. Upon the technicians arrival today he immediately stated that the wires that were just replaced were not placed properly causing them to be sliced when turned on he provided pictures and knew the wires were newly replaced. I have now paid more money from this repair in addition to the personal expenses incurred to ensure my family had adequate living quarters while waiting for the repair.

  

  Business Response

  Date: 08/28/2024

  We have tried reaching out to this customer to come to an agreement. A 50% discount was also provided for the inconvenience. Thank You.  

• Initial Complaint

  Date:07/30/2024

  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.

  Date of Appointment was 9 am on July 29, 2024. The tech was being very rude and did'nt seem to offer anything that seemed to worked. He did'nt use any guages to check anything he was here for about 5 minutes and just told me it was a fuse box. That was completly wrong. The Airconditioner still doesn't shut off. They wanted to charge me another serive visit. I told them no way!I would really like a refund.Thank You

• Initial Complaint

  Date:07/19/2024

  Type:Product 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.

  We signed up for a two-year maintenance contract on our two ************* We were scheduled for them to come out the week of May 13th. No one showed. After calling they rescheduled us for Sunday, May 19th at 9:00 AM and again no one showed at that time. They were going to make sure that someone would be out by 4:00 PM on Sunday and when we called around 5:00 PM to say no one showed up yet they said a tech was on his way. We had dinner plans and needed to leave at 5:00 PM. When we left for dinner we saw the Goettl truck show up so we told him we called to cancel and he said he was not yet notified of that. We got scheduled for another day. Again, they were late, but did come out to service our HVAC system on May 25, 2024. At that time we told them we were going to give them the benefit of the doubt due to the good BBB.org rating and good reviews online. On July 5th our ****************** started leaking and we called Goettl to have someone come out to service it or replace it. They made an appointment for Monday, July 8th. On Sunday they confirmed the appointment (via Text) for July 8th between 8:00 and 9:00 AM. At 10:00 we called to see why they were not here and they said that a Tech had not been assigned to us. And then they said that they dont deal with humidifiers so they dont know why we would have been scheduled for service. Several times we have asked to speak with a manager or have a manager call us regarding these issues and have not received a call back. We want to cancel our contract with them but cannot seem to get to the correct person to get this accomplished. On Monday, July 15th we called Goettl again and was then told that our contract was canceled on July 10th. However we still have not received any verification of that or any credit to date. I was also told that someone would be contacting us in regard to the return of the electronic equipment that they installed; to date we have not heard from them.

  

  Business Response

  Date: 08/23/2024

  Our HVAC Manager called and spoke with *****. We will be removing the ********************* sensors. **** has asked ***** to check if he was charged for this service, If he was charged we will refund.

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22008989
  
  I am rejecting this response because:

  I have provided proof of payment to Goettl on 8/23/2024.  I have not received a credit for this charge after being told several times it has been requested.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/04/2024

  HVAC operations manager spoke with ************** on 8/26/24, we are currently working on processing this refund but it has taken a little longer due to the holiday. 

  Customer Answer

  Date: 09/11/2024

   
  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:07/16/2024

  Type:Customer Service 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 business relationship started w Goettl on 06/08/19 as the old air conditioner stopped working. They're initial analysis was: "Found blower wheel separation from motor burned up motor and tripped breaker. Evaporator coil is extremely rusted with very high risk of refrigerant leaks. Cannot perform any further checks on outdoor unit due to no operational parts in attic. There is also a possibility after replacement of motor wheel and capacitor that there may be more issues after system is running. Due to major repairs need recommend customer to speak with my supervisor to go ove repairs and possibly replacement of totalair conditioning unit." We ended up purchasing a new AC from them on 06/12/19. It stopped working 9/1/20 with need to replace condenser and then replaced on 09/04/2020. This was still under warranty and Goettl fixed it. Goettl recommended that we purchase their rejuvenation service. The service included periodic checkups to ensure things are working properly. This service costs $14.95/mo. We started this service in 5/2021 and canceled it in 6/2023. The service did nothing to prevent failures. On 10/26/23 the air conditioner stopped working again due to poor install of drainage. Again on 06/06/24 the blower motor and housing needed to be replaced. This repair was done by another AC company (not Goettl). In summary I was sold a lemon AC. I've continuously worked with Goettl to try to resolve these issues however I've lost trust in the them and I don't want to continue paying them for a faulty system. We should receive some kind of compensation and recoup the money I paid into their rejuvenation service. This whole experience has been such a burden. We've had to take time off of work to deal with this. Our tenants had to make other arrangements to stay cool during each incident. I understand that repairs are sometimes needed but all of these failures occurred before the unit was even 5 years old. I would never recommend this company to anyone.

  

  Business Response

  Date: 07/24/2024

  I understand the customer had some issues and we stand behind our work. We responded to and completed the necessary repairs for the unit when the unit went down. We would have come out if the customer had called us out. He stated there was an issue on 10/26/23, we did not receive a call for service. The last time we were at the location was 7/13/23 when we completed a Plumbing Maintenance. We stand by our warranty but if we are not aware there is an issue and the customer chose to call someone else out, there isnt much we can do. On 5/31/24 at 7:25pm we did receive a call and scheduled the service for the next day, but the customer called in and canceled the service call.