Complaints

This profile includes complaints for Fast Response Heating & Cooling's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fast Response Heating & Cooling

  3739 Broadway Ste C Grove City, OH 43123-2269

  
• 

  Fast Response Heating & Cooling

  3160 E Kemper Rd Unit B Cincinnati, OH 45241

• 

  Fast Response Heating & Cooling

  2108 Plantside Dr Louisville, KY 40299-1933

• 

  Fast Response Heating & Cooling

  3739 Broadway Grove City, OH 43123

  
• 

  Fast Response Heating and Cooling

  905 N Interstate 45 Service Road Wilmer, TX 75172

  

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:10/07/2025

  Type:Billing 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.

  * 8/14/25 AC not working, submit claim to ***** ******** **** ******** (FAHW),*8/15 Fast Response (FR) dispatched. Tech ****** told me multiple times that a full replacement was the only option for $17K but that **** would pay for $5k. I asked about a cheaper option or fix and was told it was a mold/health issue and only option was replacement. (my parents were on speaker phone as he said this). I took out a loan for $12k the AC/Furnace was replaced 8/15. *8/28 call to FAHW, there is no such clause about only paying $5K but they said FR said the issue could have been fixed and that a full replacement wasn't necessary so wouldn't pay anything. (Looking at the receipt, there is some weird math showing discounts to lower the price by $5k, but FAHW didn't pay anything. *8/29 call to FR, no response, didn't return call *9/4 call to FR, no response, didn't return call *9/9 call to FR, talked to **** ******* (supervisor). Said he would look into issue to see what ****** said. *9/23 call to FR, no response *9/24 call to FR, **** J said he lost track of issue *10/7 - call to FR, **** J has made no progress even contacting ******. *10/6 My AC is currently not working, the "fix" only lasted 1.5 months & now a tech has to come out again on 10/10. *This company LIED to me saying that **** would pay $5k and that a cheaper option (fix) couldn't be done. And then they submitted paperwork to **** to show that a fix was an option for $85, but now I have a $12K loan with 13% interest with a ********, a loan company that was given to me by FR and is now trying to buy my mortgage. *I feel like FR, *************** are in collusion to hurt their customers. FR clearly shouldn't be working with a ** company if they're going to lie to their customers and then never pick up the phone to give answers. *I don't know where to go with this, and am hoping BBB can help me settle this matter between FR and FAHW.

  Business Response

  Date: 10/10/2025

  Thank you for bringing this matter to our attention. Fast Response Heating & Cooling appreciates the opportunity to clarify the record and provide a factual account of the events surrounding Ms. ********* service and installation.

  
  On August 15, our technician responded to a no-cool call. Upon inspection, the system was found to be approximately 20 years old, exhibiting both a refrigerant leak and advanced age-related wear. While the customers ***** ******** **** ******** (FAHW) plan covered the repair itself, it did not cover all of the non-covered components or materials required to make the system operational. The cost of these uncovered items would still have been significant, even with warranty assistance.

  
  The homeowner was presented with clear written options:

  
  Pursue repair through FAHW, understanding there would be substantial out-of-pocket costs for non-covered materials and a time delay in obtaining parts, or
  Proceed with a same-day full replacement, which included a new 10-year parts warranty and immediate restoration of cooling during high seasonal temperatures.

  
  After reviewing these options, Ms. ******** elected to proceed with the upgrade. A $1,700 member credit was applied at the time of purchase, and all pricing and details were itemized on her signed invoice. She also signed our Upgrade Authorization & Waiver Agreement, which confirms that this upgrade was voluntary, outside of warranty coverage, and that no additional credits or reimbursements would be due from FAHW or Fast Response.

  
  We retain the signed invoice, waiver, and identification records confirming the customers acknowledgment of the transaction.

  
  Following the BBB complaint, we completed a courtesy service visit at no charge. During that inspection, our technician found the electrical disconnect for the outdoor condenser had been removed, preventing the system from operating. This appears to have been unintentional, as the condenser is located on a rooftop with multiple neighboring units. The disconnect was reinstalled, and the system operated normally.

  
  In summary:
  The homeowner was given full transparency and written options for repair versus replacement.
  The decision to upgrade was voluntary and documented.
  The system is fully functional following the restoration of power.

  
  We value our customers and their satisfaction and remain available to speak directly with Ms. ******** should she wish to review any details further.

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

  
  

  Customer Answer

  Date: 10/23/2025

  I am responding to the response provided by Fast Response. I do not accept or agree with their response. My responses below correspond linear to their response. 

  2nd Paragraph - A repair was never given to me as a verbal option. I asked several times if there was a fix or cheaper option; the salesperson ****** stated that due to the mold and age that only a full replacement could be done and that it was a health issue to not replace. I have witnesses to attest to this fact as I was on speakerphone while the salesperson was selling me. ****** never told me that a fix was an option, and lied to me several times about what home warranty would and wouldn't cover when he clearly didn't know or care what my contract with that company said. 

  3rd Paragraph - The options were not presented clearly verbally and barely in writing. The paperwork is hard to read to determine the assessment.

  4th Paragraph - After talking to my home warranty company, they said that they would have paid for the repairs and said it would have been an $85.00 fix. They said they would not pay for the replacement because Fast Response said a fix would be okay and that a full replacement wasn't necessary. This is not what ****** told me; I was told due to the mold this was a health concern and due to the age, I had to replace the unit.  

  5th Paragraph - After being given only one option of a full replacement, I did agree to have them install and signed up for a loan with a 13% interest rate. However, I would again point out that I was never given options to review and ****** did not explain the paperwork, only that "mold" would be "bacterial growth" on the form. ****** not only failed to tell me about what options I had, but also lied several times about what home warranty would pay. He said that the cost of the unit was $17k but that home warranty would cover $2500 for the AC and $2500 for the furnace. This was never true and I have no idea where this lie was invented from, but looking at the "math" by the sales price, $5k is given in "discounts". I can only assume this creative math is his attempt to cover his lie of the true cost of the replacement unit. Again, I have 2 witnesses that were on speakerphone during the conversation where ****** stated that home warranty would pay $5k so my cost was $12k. 

  In summary paragraph: There was zero transparency, and I was coerced into the upgrade replacement for a system that could have been fixed and financially covered by home warranty. Options were not presented to me. 

  Last paragraph: I tried multiple times to speak to the company directly before filing this complaint. I called on 8/29, 9/5, 9/8, 9/9, each time the receptionist said they would have someone call me back ASAP. The first call back I got was on 9/9 and was from a supervisor that had worked for the company for all of 5 days. The supervisor took no action in over a month and I had to call several times asking for an update which had not been provided. On 10/8 **** ******* the supervisor called and asked if I knew the unit was over 20 years old, which I agreed that I knew that upon purchasing my home and was the primary reason for purchasing home warranty for 3 years. He said that it was company policy to sell a replacement unit instead of fixing it because it's better in the long run and eluded to the fact that I should have budgeted better. I pointed out that Fast Response was dispatched by my home warranty so they have to take that into consideration as that is how people have budgeted for big home repairs. I also stated that it's not okay to lie to customers about what the home warranty will and won't cover especially when it's not true and an outright lie (again ****** stated they would pay $5k). Also, it's inappropriate to tell the homeowner that a full replacement is necessary but then tell the home warranty company something different. 

   

  In summary, Fast Response is a company that preys on homeowners and refuses to work with the home warranty company they contract with. 

   

  Business Response

  Date: 10/27/2025

  Thank you for the opportunity to provide a follow-up response regarding Ms. ********’s concerns. We appreciate the chance to address each of her statements individually and to clarify the record.
  
  Paragraph 1 – “A repair was never given to me as a verbal option.”
  At the service appointment on August 15, our technician explained that the system could be repaired under warranty but that due to its age (approximately 20 years) and the presence of a refrigerant leak, repair would involve significant out-of-pocket costs for non-covered materials such as refrigerant and recovery.
  Ms. ******** was also offered the alternative of a full replacement/upgrade that included a 10-year parts and labor warranty and immediate restoration of cooling.
  She reviewed both options and chose the upgrade. Our technician’s notes, signed invoice, and the Upgrade Authorization & Waiver Agreement confirm this.
  
  Paragraph 2 – “The options were not presented clearly verbally or in writing.”
  All documentation was presented in writing at the time of purchase.
  Ms. ******** signed both the invoice and the waiver form, each of which itemized pricing and described the voluntary nature of the upgrade. Those signed forms remain on file. We respectfully disagree that the paperwork was unclear; it mirrors the same disclosure format we use on every warranty and retail transaction.
  
  Paragraph 3 – “My home warranty said the fix would have been $85.”
  Warranty providers often reference only the covered component cost, not the total cost of non-covered refrigerant, recovery, and materials necessary to make the system operational.
  Our technician’s assessment showed that, even if the warranty covered a single valve or coil repair, the remaining non-covered items would have made the total expense significant, particularly for a two-decade-old R-22 system. The advice given was standard industry guidance—not a sales tactic.
  
  Paragraph 4 – “I wasn’t given time to review the loan or paperwork; I didn’t understand the 13% interest.”
  Financing was processed through a third-party lender, and all loan disclosures, including the rate, were presented electronically by that lender.
  Our paperwork solely covers the installation scope and upgrade authorization, both of which Ms. ******** signed voluntarily. She was under no obligation to finance through that lender and could have declined or postponed at any time prior to completion.
  
  Paragraph 5 – “The technician lied about warranty coverage and used discounts to hide pricing.”
  We have reviewed both the technician’s notes and the pricing documentation. No false statements were made regarding warranty coverage. The “discount” shown was a member credit applied at the time of purchase, reducing the total price as part of our standard promotional program. All pricing and credits were itemized on her invoice and disclosed prior to installation.
  
  Summary
  Ms. ******** was given written and verbal options for repair versus replacement.
  The decision to upgrade was voluntary and supported by signed documentation.
  A courtesy inspection was later performed at no charge; the electrical disconnect for the outdoor unit had been removed, preventing operation. Once reinstalled, the system functioned normally.
  The unit is currently operating as intended.
  Fast Response Heating & Cooling remains committed to transparency, professionalism, and customer satisfaction. We value our relationship with both Ms. ******** and the BBB and remain available should additional documentation or clarification be needed.

  Customer Answer

  Date: 10/31/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 23984817
  
  
  
  I am rejecting this response because: this company is gaslighting me. the salesman never gave a verbal indication that a repair could be made - I have witnesses. ****** LIED and said "your home warranty will cover $2500 per unit - so $5k total, the balance is $12K." Nowhere on the paperwork or in my contract is $2500. This was an outright lie, no matter how you want to explain the "creative math" you are calling "member discount"... member of what?!?! 

  I have requested via phone a written contract explaining my warranty on the AC/Furnace unit you sold me. This has not been received. Please mail a hard copy to my address immediately so that it can be evaluated the next time it breaks. 

  Furthermore, please explain why it took so long to get a call back, and why it was determined that an employee of 4 days was capable of handling my complaint when I reached out directly to your company. 

  
  It is clear Fast Response does not care about anything other than selling units and will not be doing what is in their customer's best interest. When dispatched by home warranty company's, Fast Response should be obligated to find a solution that home warranty will pay for. If they can't do that, they shouldn't be able to contract with home warranty and get a bunch of business from customers that would never have chosen them. It's clear through the reviews and complaints on this site against Fast Response that you are preying on customers, whether they called you on their own or were unlucky enough to have you dispatched to their home. 
  
  Regards,
  
  
  
  **** ********

  Business Response

  Date: 11/06/2025

  We appreciate the opportunity to address Ms. ********’s concerns.

  As outlined in the signed Upgrade Authorization & Waiver Agreement, the home warranty reimbursement amount was clearly stated as $0, and all available credits and discounts were applied toward the cost of installation.

  We were transparent regarding both the repair and replacement options, and all documentation confirms Ms. ********’s acknowledgment and voluntary authorization of the work performed.

  The warranty is provided the manufacturer of the unit and can be found on their company website. We do not supply a physical copy of the manufacturer's entire warranty but if that is needed they should be able to assist you in obtaining that information. 

  We believe this matter has been handled appropriately and in good faith. Should the BBB require any additional documentation or clarification, we would be happy to provide it.

• Initial Complaint

  Date:08/23/2025

  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.

  Fast Response Heating and Cooling was contracted with my home insurance to complete a no cooling a/c repair on 7/29. As of 8/23 the job has still not been completed and this company will not return any phone calls. They came to the address and took the entire a/c system inside and out and stated they were going to order the needed part (TXV). Upon multiple request, no one can provide the tracking number for this part to show the date ordered, status, or tentative delivery date to their office. ******************** (home warranty) has been in constant daily communication with the company with no further status update. Due to high heat waves, the home in question has had no airflow of any kind for over a month. Supervisors have been asked to call, to no avail. Parts departement can't locate a order number. There are alot of drop ***** here and a heat suffering family to which includes children. If the a/c system was not taken off the property that has been on the property for 7+ years, another company could have easily been called out fix the issue. But another company can't because there is no HVAC system at this address at the hands of Fast Response Heating and Cooling.

  Business Response

  Date: 09/02/2025

  We appreciate the opportunity to address this matter.
  

  Fast Response Heating and Cooling was dispatched through Ms. ******* home warranty provider to diagnose a no-cooling issue. Our technician identified a failed component inside the existing indoor equipment (specifically a TXV valve) that required replacement. The system itself was not marked for replacementonly this part needed to be changed in order to restore operation.
  

  During the process, Ms. ****** elected to pursue an upgrade to a new system. At her request and with her authorization, our team removed the existing equipment in preparation for that upgrade. She later decided to cancel the upgrade, which we fully respected. However, this change in direction did require us to reset the order process and reorder the original part through her warranty company. Had the initial part order been allowed to proceed without interruption, it likely would have already been installed.
  

  Unfortunately, the part has been on manufacturer backorder nationwide. We have maintained communication with both the warranty company and our suppliers, and we have been advised that the backordered part is anticipated to arrive early this week. Once it is received, we will reinstall Ms. ******* existing equipment with the new component and complete the job promptlytargeting completion by the end of the week.

  
  To be clear:
  The customers original equipment remains in the same condition it was when removed and is secured by our company.
  We will be reinstalling her original equipment once the backordered part is available.
  The delay is due to supply chain issues and the mid-process change in direction, not a refusal to act on our part.
  We regret the inconvenience caused to Ms. ****** and her family and remain committed to completing the repair as quickly as possible.

  ****** *.
  Fast Response Heating and Cooling

  Customer Answer

  Date: 09/08/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23787160
  
  I am rejecting this response because: System reinstalled was not the original equipment. 
  
  Regards,
  
  ******* H

  Business Response

  Date: 09/11/2025

  The customers original Carrier equipment was reinstalled. The performance and function of the system have not been altered.
  
  
  During the initial uninstallation, because we were not expecting to reinstall the unit, the original doors and Carrier badges were discarded. Unfortunately, these cosmetic items were not retained and cannot be re-supplied.
  
  
  The filter cover was also discarded during the initial uninstallation. Fast Response has already committed to providing a replacement filter cover so the unit is complete and serviceable.
  
  
  In summary, the original equipment has been returned and is operational. Cosmetic parts were discarded at the time of removal, but the functional system is intact, and we are resolving the filter cover replacement to close this matter.

• Initial Complaint

  Date:07/24/2025

  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.

  Complaint:
  Rapid Response was assigned by my home warranty company in June 2025 when my A/C unit failed during a heatwave. The technician first claimed the unit was beyond repair, but when I didn’t qualify for a replacement, he said I only needed a new compressor and freon. I was required to pay the full amount upfront—more than the warranty company quoted—before they would order parts.
  
  The first compressor arrived after a 2-week delay but never worked. Rapid Response blamed me for breaking it, which was false, and later admitted it was defective. A second compressor was installed weeks later, but they only added half the freon and promised to return the next day—no one ever did.
  
  During this time, I was treated rudely, told I “had an attitude” when I called for updates, and left without A/C for over a month. The service was unprofessional, delayed, and dishonest. I’m requesting this complaint be added to their record and ask for assistance in recovering overcharges and resolving the poor service..

  Business Response

  Date: 07/29/2025

  Thank you for the opportunity to respond to Ms. ****** complaint. We understand that HVAC failures—especially during a Kentucky summer—can be incredibly frustrating, and while we sympathize with the stress this caused, we’d like to clarify the facts and offer context around the situation.
  
  The Diagnosis & Equipment Issues
  Fast Response HVAC was assigned to this claim by the customer’s home warranty provider. Upon arrival, our technician diagnosed a failed compressor. Due to the age and condition of the system (20+ years), this wasn’t an unusual failure. The customer did not qualify for a system replacement under her policy, so we proceeded with the repair route authorized by the warranty provider.

  
  The initial compressor delivered was defective—something entirely outside our control as it came directly through the warranty company’s vendor channels. We do not manufacture equipment, and unfortunately, multiple component failures like this are not uncommon on systems of this age. When the second compressor was installed, the system was charged appropriately. There is no documentation or technical basis for the claim that it was only “half-filled with Freon.” The system was brought to manufacturer specifications at the time of install.
  
  Charges & Responsibility
  Ms. ***** was never charged for multiple site visits or the second compressor. She paid only what was approved by the warranty company and deemed “non-covered,” which is based entirely on their policy terms—not ours. We do not create, interpret, or negotiate coverage; we simply follow their guidelines and collect what they authorize as due from the customer. Any dispute over non-covered charges should be taken up with the home warranty provider directly.
  
  Communication & Conduct
  We did offer the customer optional upgrade paths through the home warranty’s enhanced coverage policies, but ultimately, the decision was hers. All communication was logged through our recorded phone system. While Ms. ***** felt disrespected, we’ve reviewed our recordings and found no evidence of inappropriate language or tone used by our team. That said, we take feedback seriously and have reminded our staff that professionalism matters in every interaction—especially when customers are understandably stressed.
  
  Our Position
  This was a difficult situation involving an aging system, a defective part, and a rare secondary failure—all factors that created delays and frustration. We do regret that this experience didn’t meet Ms. *****’ expectations, but it was not due to negligence, rudeness, or any form of dishonesty. It was an unfortunate chain of technical complications that we worked diligently to resolve.

  
  As a gesture of goodwill, we’d like to extend Ms. ***** a complimentary one-year maintenance agreement, which includes a full furnace cleaning and priority service scheduling. It’s not something we’re obligated to offer—but we’re doing so in the spirit of resolution and to ensure her system stays in better shape going forward.

  
  Sincerely,
  *** ******* 
  Fast Response HVAC

  
  

  Customer Answer

  Date: 07/30/2025

  I dont agree with their claim. The job was never completed.  I fully understand that the first compressor could have been faulty.  But the time frame, the miss appointments,  the failure to call and the in and consideration is the issue.  The service order started in June. The final time I dt with Fast Response was July 19 and the job was still not completed.  It took 4 repairman to come to the house.  CORRECTION 3. Repairman number 3 never showed up.  He canceled the appointment without even notifying me. I had to call to find out what time was he coming since his window had expired.  I was first lie to that he did show up but that was proven a lie when I told Davonte I have security cameras tell me what time so I can review the footage.  Then it was he realized he didn't have the compressor,  but that was the part that was order. When the compressor was finally installed, it was discovered it was only half full of refrigerated.  The technician called to have someone to bring more refrigerated but no one would answer his calls. Finally at 5 someone answered him that everyone had left for the day. He promised he would return Thursday morning to complete the job. He never come back and no call. I called them Thursday afternoon and was sent to voicemail.  I called the warranty company where they finally got a hold of them. Fast Response assured them that they would send the master technician out on Friday to put refrigerated in the unit.  They never showed up or even set up a time.  After a my dog starting showing signs of heat exhaustion I called another AC company to complete the job. It took him one hour to put some refrigerated in the unit! I dont accepted Fast Response offer. I would met them in the middle.  I want them to pay the bill for the second A/C Technician,  since the refrigerated was paid for by me out of my pocket and not by the warranty company.  And its irrelevant that I wasn't able to finance for a new unit at this time.  Maybe if they would have not provided me a bad experience when I was able to finance the major home repair they would have been my first choice,  but not any more! 

  Customer Answer

  Date: 07/30/2025

  As I was re-reading their response two things I want to point out.  First the first compressor was installed on June 26. The second compressor wasn't not installed until July 23. So them coming out repeatedly to work on the second compressor is inaccurate.  The repair in between was to determine that the first compressor was malfunction.  Which again i agree the first compressor may have been faulty,  but should have still been under a least a 30 day warranty. So no one should have been out of any out of pocket on that part. Another problem from my understanding I was being charged 1635. in part to the amount of refrigerated that it would take to completely fill the unit. Because the old refrigerated has to remove from the unit when changing a major part, like a compressor.  And as they indicated its an older unit so any good HVAC technician won't put old refrigerated back in a unit.  Now I never received any invoiced to indicated what my 1635 paid for.  My assumption is that **** ****** paid for the technician and the compressor, and some of the refrigerated up to x amount of pounds.  I paid for the remaining amount of refrigerated,  which I only got half. In regards to the rude conversation.  It happened on a cellphone so there probably is no transcript or recording,  but I could be wrong. 

• Initial Complaint

  Date:07/21/2025

  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.

  Our ** began having issues 06/18/25. Through our warranty company, First American Home Warranty, Fast Response Heating and Cooling was assigned to us and an appointment scheduled 06/23 at 8AM. The technician was on time and did a wall through. We were told it was the compressor and the tech assured us the report would be sent "before he left the driveway" in order to get it to the warranty company for approval within ***** hours. After 48 hours, on 06/25, I followed up with the warranty company and they reached out to **** as they had not received the report. It was never sent so it was remitted and ANOTHER 48 hour wait began. We heard back 06/27 it was approved by the warranty company. We had no call from **** until 06/30 in which we had to pay $1250 in full before they would even order the part and scheduling would not be done until part received, we were told delivery would take 5-7 days. We waited extra time due to the 4th of July holiday and called on 07/08 to no response. I called our **************** and they attempted to call **** with no answer. The **** called the manufacturer for a tracking number which was provided and showed the part HAD been delivered. We waited 3 more days and tried again on 07/11 with no answer after 4 call attempts with one being to the corporate number. We also spoke to our warranty company who could again not get ahold of **** and confirmed AGAIN the part had been delivered. At 4:20PM on 07/11 we finally got a call back, the operator advised no part had been received but that it would be delivered "at the beginning of the week" and scheduled us Tuesday 07/15 with no time frame given. Tuesday came with no call and no technician showing up. Since Tuesday I have made over 7 calls of which none resulted me speaking with an operator but I did get my calls picked up and immediately hung up. My AC is still not fixed at the time of complaint. We have paid for AC unit and 2 fans as well as running up our electric bill as we have pets.

  Business Response

  Date: 07/21/2025

  Complaint ID: *******
  Dear Mr. **************** you for reaching out. We understand how frustrating HVAC issues can beespecially in extreme weatherand we genuinely sympathize with the inconvenience this has caused.
  To clarify the process: once a diagnosis is made, the home warranty company places the order for any required parts, including compressors. During the busy summer season, fulfillment delays can happen, and while they're not ideal, they are unfortunately common due to national demand. Once the order is submitted, it typically takes between 714 business days for the part to arrive. We remain ready and eager to complete every repair as soon as the materials are available.

  
  As soon as the part for your system arrived, we promptly scheduled the installation. That work was completed in alignment with the service scope authorized through the home warranty provider.

  
  That said, weve been notified that the unit may not be operating properly again. Were scheduled to return to the property tomorrow to take another look. Secondary failures arent out of the questionespecially on systems that are over 20 years oldbut well get it properly diagnosed and taken care of. Thats our responsibility, and we stand by it.

  
  While this situation may not have unfolded perfectly, we remain committed to delivering results, not excuses. We appreciate your patience and the opportunity to make it right.

  
  Respectfully,
  Fast Response HVAC
  Customer Care Team

• Initial Complaint

  Date:06/26/2025

  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.

  STARTED ON JUNE 18 TH 2025 WAS INFORMED THAT MY COST OF INSTALLATION OF A/C WOULD BE 6,822. AND THAT I WOULD HAVE A/C THAT EVENING, THEY DIDN'T ARRIVE UNTILL 330 PM AND FINALLY QUIT WORKING AT 950 PM. UNIT RAN ALL NIGHT LONG AND NEVER GOT BELOW 77 DEGREES, AFTER SEVERAL ATTEMPS TO CONTACT THESE PEOPLE I KEEP GETTING I WILL BE THERE AND NEVER SHOW UP WE DID GET ONE OF THE INSTALLER TO COME AND CHANGE THE THERMOSTAT TO PROGAMABEL AAS REQUEST BUT STILL NO COPY OF INVOICE OR PRODUCT DETAILS ON HOW TO PROGRAM. TRIED CALLING BUSINESS AND ONLY RINGS,WOULD LIKE TO TALK WITH SOMEONE ON PHONE NOT TEXT

  Customer Answer

  Date: 07/03/2025

  7.3.2025 Issues have been resolved, Thank you 

• Initial Complaint

  Date:06/18/2025

  Type:Sales and Advertising 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.

  Description:I notified my home warranty company of a problem with my pilot on my furnace and they sent the company Fast Response. Fast Response said it was my pilot but he said my furnace was to old. I had told him my furnace was 30 years old.I told that I would find a company to fix the problem. That is when he said he had authorization to replace the furnace.Which he didnt because I called ******** **** ****** after he had finished the job and they told me I should have called before they did the job.Both companies and said I had signed the contracts. I am now obligated to pay for a furnace I didn't need.

  Business Response

  Date: 06/20/2025

  First and foremost, we take all feedback seriously, and we appreciate the opportunity to clarify what occurred and reaffirm our commitment to honesty, transparency, and service excellence.
  We reviewed our internal records regarding Ms. ******’s installation and are confident that our process was clear, thorough, and customer-guided from start to finish.
  ? Summary of Events:
  Fast Response HVAC was dispatched by the customer’s home warranty company in response to a no-heat issue.
  Upon inspection, our licensed technician identified that the furnace—approximately 30 years old—was operationally failing, though not unsafe or unrepairable. In fact, the unit could have been repaired under the homeowner’s warranty agreement.
  The customer was offered both options in writing:
  A repair, in line with the home warranty’s repair-first policy,
  A voluntary full system upgrade with enhanced warranties, performance, and same-day completion.
  Ms. ****** was informed that choosing an upgrade instead of a repair would fall outside her warranty’s coverage, as the home warranty is not responsible for improving efficiency, aesthetics, or age-related performance—only safety and function.
  The customer expressly chose to move forward with the system upgrade, citing concerns about repair delays, parts wait time, and her desire for an immediate, long-term solution.
  We notified ******** **** ****** of her elected upgrade and documented the signed contract reflecting her decision.
  The final invoice, totaling $21,780.00, included full breakdowns, credits, and rebate applications, leading to a net total of $18,780.00 after applied discounts—not $23,297.00 as stated in the complaint.
  ? Clarification of Authorization:
  At no point did our technician state or imply that the warranty authorized a system replacement. Once the homeowner chose to upgrade of her own accord, our agreement shifted to a direct transaction between Fast Response HVAC and the customer. All documentation—including the “right to cancel” clause and full scope of work—was reviewed and signed before work began.
  ? Lack of Prior Dissatisfaction:
  This is the first we are hearing of Ms. ******’s dissatisfaction. We received no follow-up communication from her following the installation, and the signed final section of the contract indicates the work was completed to her satisfaction.
  
  Our Position:
  While we regret that Ms. ****** feels dissatisfied after the fact, we are confident that the job was handled with full transparency, ethical practice, and complete documentation. The homeowner made a clear, voluntary decision to move forward with a premium system replacement that exceeded the scope of warranty coverage.
  Desired Resolution Response:
  We respectfully decline the refund request, as the transaction was completed in good faith, under signed agreement, with all options clearly laid out. That said, we remain open to dialogue should the customer wish to contact us directly for further discussion or clarification.
  
  Commitment to Service:
  Fast Response HVAC is proud to empower customers with clear, no-pressure options that support their comfort, budget, and long-term peace of mind. We believe in doing the right thing—on every call, with every client.

  
  We’re here if Ms. ****** would like to reconnect.

  
  Respectfully,
  *** *******
  ****** **** ******** ****
   **** ********* ***** ***** ** *****
   *************************

  Business Response

  Date: 07/01/2025

  Customer Name: ********** ******
  Business: Fast Response HVAC
  Date: 7-1-2025
  Business Response:
  We continue to take Ms. ******* feedback seriously and appreciate the opportunity to respond once again in full transparency and good faith.
  After reviewing her latest comments, we would like to clarify the following:
  ? On Signed Authorization:
  Ms. ****** now states that she never signed any paperwork related to her installation. However, our records clearly show that she signed and initialed the agreement in three separate locations, including acknowledgment of the scope of work, payment terms, and voluntary selection of a system upgrade in lieu of warranty-covered repair.
  These documents are available for review and have been retained for our records. We are also forwarding a copy of her signed agreement to the BBB for reference and clarity.
  ? On Owners Manual:
  Regarding the owner's manual, we do not believe this was an oversight. It is our standard practice to leave the manual at the installed unit, typically located in the basement or mechanical room. That said, if the manual was misplaced or removed after the installation, we are happy to order and provide a new one. We can mail it or hand-deliver itwhichever Ms. ****** prefers.
  ? Reaffirming Our Position:
  As noted in our original response, the customer was presented with both a warranty-covered repair option and a voluntary upgrade path. She knowingly selected the upgrade for its long-term benefits, and this was clearly documented with signatures and initials. The work was completed same-day, and no complaints were made at the time of installation or in the weeks following.
  ? Our Ongoing Commitment:
  Despite these new statements, we remain open and willing to speak directly with Ms. ************** address any lingering concerns or confusion. Our goal has always been to provide honest, transparent serviceand were happy to walk through the documentation with her line by line, if that would be helpful.
  We sincerely hope Ms. ****** chooses to contact us directly so we can ensure she has everything she needs and feels fully supported moving forward.
  Respectfully,
  *** *******
  Owner, Fast Response HVAC

  Customer Answer

  Date: 07/08/2025

  FAST RESPONSE  has continually not  told the truth about the  response to the complaint.  He knowing changed his answer after I stated that I would get  another  company  to fix my Pilot  in my furnace .He had said he had authorization to install  a new  furnace  which he didn't. When I contacted  ********  **** ******  he had not contacted then directly after the service, after  several days I called  again and the representative said that I had signed the paper which is true but, it was under false pretense. I would not have had FAST RESPONSE service my furnace  if ******** **** ******  did send them to my house. 

  I do have the receipt and manual from the company. 

  Regards,
  
  ********** ******

• Initial Complaint

  Date:05/20/2025

  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 10/15/2024 a tech from Fast Response Heating and Cooling was dispatched to my home for a HVAC maintenance call via American Home Shield. We had just moved in to our newly purchased home. The problem was with our furnace not blowing out heat. The tech also checked our Air conditioner. And reported that it was working properly. I paid $125.00 for the service fee. Last week we turned on our Air conditioner for the first time, and it was blowing low cool air, we thought it may just need coolant agent, yet contacted American Home shield to get the pre spring HVAC tune-up, Fast Response Heating and Cooling was assigned and we scheduled a appt. for June 3rd due to availability. So I called another company to come out sooner on my own, the tech reported that several wires had been disconnected in my system that included, Low voltage wire and my ground wire in my system and in the basement. The tech also showed me first hand and took pictures of the disconnected wires in the system. I ended up having to pay $350, this should have never taken place if the tech from Fast Response would have not disconnected my wires or re-connected them back.. I hate to think it was done purposely!

  Business Response

  Date: 05/22/2025

  Thank you for bringing this matter to our attention, and please accept our sincere apologies for the frustration and inconvenience this experience has caused youespecially after just moving into your new home.

  
  We take all customer concerns seriously, and while its difficult to confirm exactly what may have occurred during the initial visit, we understand how upsetting it must be to face an unexpected repair so soon after a service call. Your trust means a great deal to us, and we never want you to feel uncertain about the quality or integrity of our work.

  
  In the spirit of resolving this quickly and avoiding any further inconvenience, we will be issuing a full refund of the $125 service fee you paid during your October appointment.

  I just need your property address to verify that we did receive the work order and then we will issue a check to that same address. 

  
  We appreciate your feedback and will be reviewing this situation internally with our team to ensure that this type of concern is taken seriously and handled with care moving forward.
  Please let us know if theres anything else we can do to help.

  Customer Answer

  Date: 05/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. Can a you please provided my full address to the business, to send the check for my refund? Thank you!

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

  ******************************
  
  Regards,
  
  ******* *****

  Customer Answer

  Date: 06/13/2025

  
  
  ---------- Forwarded message ---------
  From: '******* *****' via Dispute Resolution - Shared Inbox <********************************************************>
  Date: Fri, Jun 13, 2025 at 3:04 PM
  Subject: complaint #********
  To: ******************************************************** <********************************************************>
  
  
  Good afternoon, I agreed to resolving this matter on May 27th 2025 with an outcome
  of a refund of $125.00 to be addressed  to me ******* ***** and mailed to *************************************************************************************************************. I have yet to receive my refund in the mail. I would like to reopen this case and have the business Fast Response Heating & Cooling give a date and time on when to expect
  refund. Thank you  

  Business Response

  Date: 06/20/2025

  Dear ******* *****,

  
  Good afternoon, and thank you for reaching out.
  First and foremost, please accept our sincerest apologies for the delay in sending your refund. We recently experienced the unexpected loss of our bookkeeper, which unfortunately disrupted some of our internal processes, including mailing out pending checks. We deeply regret the oversight and the inconvenience it has caused you.

  
  We have now reissued your refund check for $125.00, made payable to you as agreed, and it will be mailed to the following address:
  *********************************
  ***************************

  
  The check is scheduled to go out via ***** and you should expect to receive it within 57 business days from that date, depending on postal service timing.
  Again, we truly appreciate your patience and understanding during this difficult time. If you have any further questions or need to confirm when it's been mailed, please don't hesitate to contact us directly at ************.

  
  Warm regards,

  *** Dunigan 

  Owner

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

• Initial Complaint

  Date:02/11/2025

  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 scheduled my annual HVAC winter maintenance through ******** **** ****** *****, and Fast Response Service was assigned. Upon arrival, the ********** informed me that only one of my two units was scheduled for service, despite my request for both. He advised that I would need to book a separate appointment for the second unit.During the visit, the ********** inspected the second unit, which was not part of the scheduled service, and claimed it had a serious issue with the heat exchanger. He conducted a carbon monoxide (CO) test, where the alarm triggered when placed on a table but did not show a reading directly at the vents.Later that night, my tenant reported no heat. Upon inspection, I found that the second furnace had been turned offboth the power and pilot lightwithout any notice. The next morning, a different ************ was dispatched and immediately identified that multiple wires and sensors had been unplugged inside the furnace, preventing it from functioning.This second ********** confirmed that there were no issues with the heat exchanger and that CO levels were normal. I also received an email from Fast Response Service recommending a full system replacement based on their diagnosis.Given these findings, I would not use this service provider again. If *** assigns them, I would recommend requesting a different company.

  Business Response

  Date: 02/12/2025

  Thank you for reaching out regarding your recent experience with Fast Response Service. We take your concerns seriously and appreciate the opportunity to clarify the situation.
  Our technician was dispatched to perform maintenance on the unit assigned by ******************** (***). While on-site, he identified a serious issue with the heat exchanger in your second furnace and conducted a carbon monoxide (**) test for safety. Our certified HVAC meter recorded ** levels as high as 146 PPM, confirming a hazardous leak. Which is documented with the provided photos. Given the potential risk to occupants, our technician followed standard safety protocols by shutting off the unit. However, we did not disconnect any wiring or sensorsour sole action was turning off the furnace to prevent further ** exposure.

  
  We understand that a second ************ provided a differing opinion regarding the heat exchanger. However, our primary concern is always the safety of our customers, and with documented ** readings at dangerous levels, we strongly recommended a full system replacement to prevent potential harm.

  
  We regret any confusion or inconvenience caused during this process. If you have any further questions or would like to discuss this matter in more detail, please do not hesitate to reach out.

  Business Response

  Date: 02/12/2025

  Additional information. 
  
  Our technician was dispatched to perform a safety inspection and found two HVAC units at the property. Upon inspection, one unit was determined to be unsafe due to carbon monoxide **** emissions, which we confirmed using two separate ** detectors. We documented elevated ** levels both at the unit and at a supply vent, indicating a clear safety risk. ** is a colorless, odorless, and potentially deadly gas, and any presence of ** in a home is unacceptable, regardless of its source.
  
  Given the unit's ageover 20 yearsand the safety concerns, our technician followed industry protocols by shutting it down and immediately notifying the tenant. We also provided a detailed report, photos, and documentation to you via email and voicemail.
  
  While we understand and respect your decision to seek a second opinion, our findings were based on thorough testing and the expertise of our lead technician. Our primary responsibility is ensuring the safety of the homes occupants, and we stand by our assessment and actions.

  Customer Answer

  Date: 02/12/2025

  The company was not dispatched for a safety inspection on the units. I'm rejecting this as their very first sentence is inaccurate and clearly knowingly lying. The technician was dispatched to do routine maintenance for winter on one unit. Distance alone simply goes that they will twist words and blatantly lie or disregard the truth simply to get to their bottom line.

  
  Regards,
  
  ******* *******

  Business Response

  Date: 02/13/2025

  A pre-season tune-up is a comprehensive inspection and cleaning designed to ensure the furnace operates safely and efficiently before the heating season begins. A certified technician conducts a thorough assessment to identify potential hazards, wear, and damage that could lead to safety risks or system failure.
  
  Whats Included in a Tune-Up:
  Cleaning and inspecting filters to ensure proper airflow and air quality
  Inspecting the heat exchanger for cracks or damage that could cause dangerous carbon monoxide leaks
  Testing the thermostat to verify accurate temperature control
  Testing the ignition system to ensure safe and proper startup
  Inspecting the burner for correct combustion and safety hazards
  Inspecting all electrical connections for loose or faulty wiring that could pose a fire risk
  
  Key Benefits of a Furnace Tune-Up:
  Safety First: Identifying and addressing potential hazards helps protect against carbon monoxide leaks, fire risks, and system malfunctions
  Energy Efficiency: A well-maintained furnace runs more efficiently, reducing energy waste
  Fewer Breakdowns: Routine safety inspections and tune-ups help catch small issues before they lead to costly repairs
  Extended Equipment Lifespan: Proper maintenance ensures the furnace operates reliably for years to come
  
  
  This tune-up is a standard industry practice and is critical for the well-being of the household. It is not simply a cleaningit is a preventative safety measure designed to detect potential dangers before they become serious problems.

  Customer Answer

  Date: 02/13/2025

  Referring to the original message, the technician was not assigned, scheduled, nor given permission to touch the second unit. To 'inspect' as mentioned you must remove the front cover as you cannot see any aspect of the unit without doing so. Also, the technician took it upon themself to purposely disconnect sensors and wires, turn out the pilot light, and turn off the electricity to the unit without relaying any of this to the homeowner - all also without permission to touch the unit. Additionally, the technician unplugged said wires and sensors only at the end of the appointment (per camera) when stated was going to cleanup. Additionally, the technician chose not to turn off any gas valve/floor associated with the unit, 2 of which are located within arms reach out the unit and easy to see. This would have been a safety measure, had there been an actual issue with the unit/gas/CO. Instead the technician chose to unplug sensors and wires, not relay any information to the homeowner about his doing so and allow the gas to continue to flow (including the gas valve in the unit) into the unit. Should this have allowed for an increased amount of gas leaking from the unit while it was not in use, what would have stopped the gas flow or sensed the flow of gas was not enabled. Therefore, could this have led to an explain if fire was introduced to the immediate surrounding area? I would need to consult a third party to find out. 

  All of this to be said that once the technician left and a second opinion was taken, that none of this was needed nor should have happened and that the were no issues with the unit to begin with. Leading to the continue practice of preying on people in vulnerable situations in the hopes to gain either money from the person or from their home owners warranty, both under false pretenses. 

  Regards,
  ******* *******

  Customer Answer

  Date: 02/13/2025

  The company still never provided any information as to why the technician disconnected wires and sensors.

  Business Response

  Date: 02/14/2025

  Thank you for reaching out. I want to assure you that our technician followed industry-standard protocols during the service visit. The unit was properly turned off using the gas and power supply, and at no point were any wires or sensors removed.

  For transparency, we have attached photos taken during the diagnostic process, which confirm that all sensors and wiring remained intact. We apologize for any concerns or dissatisfaction you may have experienced and appreciate the opportunity to address this matter.

  Customer Answer

  Date: 02/14/2025

  This conversation is mute. The technician never turned off the gas and unplugged multiple sensors and wires. I sincerely hope others do their research. Thanks! 

  
  
  
  Regards,
  
  
  ******* *******

• Initial Complaint

  Date:10/09/2024

  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.

  This company came into my home and removed our furnace, stating that it was unrepairable on 9/15/2024. They have stopped responding to us and our insurance. It is now 10/9/2024 and are insurance is telling us every single day that they are escalating this problem to the top of importance. We have lost faith in the insurance now too because they are not calling us back either. This company has told my insurance that they are repairing our furnace and that is why they took it out our home. I have never heard of this method. They are the worst customer ********************** i have ever come across, and will be doing my due diligence threw whatever means possible to show how evil this company operates to maximize they're capital. This company exemplifies what is wrong with American contracting today. Please Help!

  Business Response

  Date: 10/10/2024

  Thank you for reaching out and bringing this to our attention. We sincerely apologize for any frustration and inconvenience youve experienced during this process, and we understand how important it is to have a functioning furnaceespecially as we approach the colder months.
  
  Wed like to clarify a few points to provide better transparency about the situation. On 9/15/2024, we removed your old furnace based on a signed contract to install a new unit. After the removal, you informed us that you had changed your mind, and while we were already at a point in the process where most would consider it the "point of no return," we respected your decision and agreed to cancellation of the new unit replacement.
  
  Since the old furnace had already been removed, we took it with us to repair it, as replacing it was no longer an option per your request. We have been working diligently to secure the final part required to complete the necessary repairs, and we will install it as soon as the part arrives, which we expect to be very soon.
  
  We understand how frustrating it can be when things dont progress as quickly as expected, especially when it involves your homes comfort and safety. We are in regular communication with your home warranty company, and our aim is to resolve this issue as quickly as possible.
  
  We apologize again for any inconvenience and appreciate your patience. If you have any further concerns or questions, please dont hesitate to reach out directly to us, and well do our best to assist you.

• Initial Complaint

  Date:08/22/2024

  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.

  Our AC unit has been down since July 31, 2024. We reached out to our Home Warranty (American Home Shield) and they recommended Fast Response Heating and Cooling to come out. They initially came out and tried to sell us 2 new AC units costing around $15,000. Once we declined and asked for the repairs they told us we needed to go thru our home warranty. We did and accepted the out of pocket charges from Fast Response for $2,500 on August 2, 2024. Per American Home Shield they were to purchase the coil and start the repair. Fast Response told us it would take 7-10 business days for them to receive the coil from the home warranty. We waited until August 19, 2024 when I called the home warranty and they said they approved Fast Response to purchase the coil on August 2, 2024. After talking to Fast Response today (8/22/2024) they told me that the home warranty sent them the wrong coil and they had to purchase a new one, which was purchased "at the end of last week". I know this is not true, because when I spoke with them on Monday they said they were still waiting on the coil from the home warranty. They refuse to provide tracking or any timeline as to when the coil will be received and the repair to be completed. We are currently at 3.5 weeks without AC in our house due to negligence from Fast Response. We have endured multiple 90 degree days/nights with 3 small children. They are refusing to take responsibility for the mistake and told us they will not refund any money that we paid out of pocket directly to Fast Response due to their negligence.

  Business Response

  Date: 08/23/2024

  Thank you for sharing your concerns, and we sincerely apologize for the inconvenience and discomfort you and your family have experienced during this time. At Fast Response Heating and Cooling, we strive to provide timely and reliable service, and we regret that your experience has not met your expectations.
  We understand the importance of having a functional air conditioning system, especially during the hot summer months. Upon reviewing your situation, wed like to clarify a few points regarding the process and provide more transparency.
  
  Service and Repair Details: The initial delay was due to the specific coil required for your AC system. The coil was approved and ordered based on the information provided by the home warranty company. Unfortunately, the first coil we received was not the correct model for your unit, which caused additional delays as we had to reorder the correct part.
  
  Communication Regarding Coil Status: We acknowledge that our communication could have been clearer during this process. We regret any confusion caused by varying timelines and updates. We value transparency and will work on providing more consistent communication to our customers going forward.
  
  Refund and ********************** Policy: We understand your frustration regarding the out-of-pocket expenses. However, as per our policy, we cannot both issue a refund and complete the repair service. In such cases, we provide customers with the option to choose between a refund or completing the repair. We would be happy to discuss this option further and find a resolution that aligns with your needs.
  
  Our senior technician was dispatched today to address the repair, and we remain committed to completing the work as soon as possible. We apologize for the delay and the impact it has had on your household.

  Customer Answer

  Date: 08/27/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22182094
  
  I am rejecting this response because: Fast Response came out on Friday and fixed one of our units.  We were told by the technician that someone would be back on "Monday or more likely Tuesday to fix the other unit".  At 11:00 am this morning I have not had any communication from Fast Response confirming they are returning today.  I called Fast Response to get confirmation that someone was coming out and I was not given a clear answer.  I was told it "looks like" we are on the schedule for today, but the lady I spoke to said she needs to confirm.  She did say IF they do come today, it would be this afternoon, and they would give us a 30-minute heads up.  The communication and scheduling is still unacceptable!  I appreciate Fast Response getting out to us on Friday to get one of our units fixed so we could finally get some relief after 23 days!  However, I feel like had I not filed the report we would still be without AC.  When speaking with ******** on Friday, he told us that a manager was supposed to be reaching out to us regarding a refund and we still have not spoken with a manager.  We have been very happy with both of the technicians that have been out, due to this when we were ready to replace both units, we were looking forward to giving our business to Fast Response.  However, this experience has really changed our position.  We would love for this all to be resolved, but we have been very dissatisfied with the service and communication we have received from Fast Response.  
  
  Regards,
  
  ***************************************

  Customer Answer

  Date: 08/29/2024

  8/29/24- Still no one out to fix my second AC unit that we paid for.  When I called the office yesterday, they tell me they are going to have to talk to the technician and give me a call back.  No one ever calls back.  This is so frustrating!!!  Fast Response took our money and did not complete the job and refuses to give us a timeline of when the job will be completed.  

  Business Response

  Date: 09/04/2024

  This job is complete as of 09/0/2024. Thank you.

  Customer Answer

  Date: 09/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22182094
  
  I am rejecting this response because: First, the date listed on the report was "9/0/24" which is not an accurate response.  We are still waiting on a phone call from the manager, ****, as he said he would call us after the repair was completed.  We do have questions regarding one of our units.  We tried to call Bill this morning (9/5/24) but he does not have VM set up.  We proceeded to call Fast Response in ********** to ask them to help us connect with ****, as expected they did nothing to assist.  This repair took over a month to complete!  We feel like we deserve a conversation with management and some understanding as to why it took so long as well as refunded money due to the horrible customer ********************** we received from Fast Response in ********** and extended amount of time that our family endured without AC for the month of August.  
  
  Regards,
  
  ***************************************

  Business Response

  Date: 09/10/2024

  Thank you for reaching out. We will be happy to provide you with a conversation with **** he just was not in the office the day you called. If you haven't spoke to him yet please feel free to give us a call at your convenience and we can definitely make that happen. Thank you so much. 

  Customer Answer

  Date: 09/27/2024

  We came to an amicable resolution with Fast Response Heating and Cooling.