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.

close

Find a Location

Fast Response Heating & Cooling has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Fast Response Heating & Cooling

  3739 Broadway Ste C Grove City, OH 43123-2269

  
• 

  Fast Response Heating & Cooling

  2108 Plantside Dr Louisville, KY 40299-1933

• 

  Fast Response Heating & Cooling

  3160 E Kemper Rd Unit B Cincinnati, OH 45241

• 

  Fast Response Heating and Cooling

  905 N Interstate 45 Service Road Wilmer, TX 75172

  
• 

  Fast Response Heating & Cooling

  3739 Broadway Grove City, OH 43123

  

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:05/24/2023

  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 have *** warranty these folks were sent out - the unit can not be turned on because the compressor motor would fall and cause a fire and two parts are bad and I have pictures from my maintenance company notating this. Fast response came out and said oh I am not turning that on it will fall and cause a fire- yet he turned in a repair order for a compressor leak and 1600 dollars of freon. How freon will make the compressor motor not fall and cause a fire absolutely stumps me. Absolutely! I am absolutely frightened you will go to an elderly couples house and charge them for something that will not fix the safety of the unit and end up maybe causing loss of life. I have photos your repairman copied them

  Business Response

  Date: 05/25/2023

  Good morning and thank you for reaching out. We have submitted for both a condenser fan motor replacement as well as a leak repair as the system has no refrigerant in it. When you run an AC unit with no refrigerant it gets extremely hot which is why he was concerned over fire. If you're not confident with the diagnostics we'd be happy to send a senior technician to review the repair request or you're welcome to seek a second opinion through your home warranty provider. Thank you.

  Customer Answer

  Date: 05/25/2023

  I am rejecting this response because: the fire would be from the compressor falling as the mount will not sustain vibration, Nothing to do with freon not being in the system- two separate issues. The system is unable to be run freon or not without tue compressor bracket/housing  repair as well. You submitted for leak repair and freon only to ***. This is a gross misrepresentation of the facts. 
  
  Pictures available upon request in fact we shared our photos  with your repair person. 
  
  Regards,
  
  
  
  ******* ******

  Business Response

  Date: 05/26/2023

  If you diagree with the diagnostics of the licensed technician  then I would suggest seeking a second opinion. We cannot change the diagnosis we provided to the home warranty company based on what a customer believes may be wrong with the system we have to go based off of the diagnosis that the tech provided. I apologize that you are not happy with what we found but again we do have to turn in diagnositc information based on our findings at the time of service. Your home warranty provider will be happy to issue a second opinion should you request such. Otherwise you have other options through them as well such as a cash in lieu of repair. We appreciate the opportunity to service you. Should you choose to move forward with repair please feel free to give us a call otherwise you should contact the home warranty company directly to seek resolution if you're not in agreement with what our technician determined to be the failure. Thank you.

• Initial Complaint

  Date:05/08/2023

  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.

  We were told by the first Tech what was needed and the amount we would need to pay, they the second tech came out to complete the work and found out the first Tech diagnosed it wrong and told us he had to order the new part and that it would not cost us more, and he would order the part and it would be in this week , now we are being too we have to A LOT more money for the part. this has been a very poor experience and we should not be responsible for their mistakes. Also, the owner does not take calls from customers. I think if i owned a company I would be more then happy to talk to my customers.

  Business Response

  Date: 05/08/2023

  We cannot speak on what is or is not covered on your home warranty contract. All we did was diagnose the issue at hand. If you have concerns regarding contract coverages you would need to take that up directly with ******** **** ******. If you would like to proceed with repair you can contact our office at ###-###-####. If you do not wish to proceed please follow up with ***  your home warranty provider to determine other options. They have options avaialbe for cash out or second opinions from what I understand. I am sorry if you feel as though the tech provided the wrong information but we have to go based off the contractual guidelines set forth between you and *** as well as ourselves and ***. Thank you for your time and the opportunity to service your home.

  Customer Answer

  Date: 05/08/2023

  Both tech gave us wrong information,  I am talking about *** I am only talking about the 2 techs who gave us wrong information and the company not holding up their end on what the techs said
  
  
  Regards,
  
  
  
  ******** ******

  Business Response

  Date: 05/08/2023

  I was not present for the conversation however on a free preventative maintenace most techs would not advise that you would incur no cost for a major repair such as coil replacement. I apologize if that is the case but you have a contractual agreement with ***. Not Fast Response. No parties are bound by oral expressions or representations by any agent purporting to act for, or on their behalf or by any commitment or arrangement not set forth in writing.  We go based off the contract coverages. If you're not satisfied with the repair cost you're welcome to seek a second opinion or cash out option from the home warranty company. 

  Customer Answer

  Date: 05/08/2023

  Seems like communication is an issue throughout the company. I am not talking about the home warranty and what They cover, I am talking about the two techs giving us wrong Information. And us being without A/C still after dealing with the company for over a month now and now having to fine someone else to do the work we can rely on.
  
  
  Regards,
  
  
  
  ******** ******

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is company is absolutely HORRIBLE!! I was placed in their care for my home due to the warranty company that I currently use. They have been disrespectful, rude... lied to my warranty company stating that they completed repairs that they did not do. The dispatcher Nicholas is rude, speaks over you and tells you that you can't talk to anyone else but him and is very aggressive and argumentative. He is not helpful and has horrible customer service! Not only did they lie to the warranty company and tell them the repairs were completed on March 24th, they don't even have record of the date that they were at my home for a service call on March 15th and I have video and texts messages to show when the contractor was on my property. This company has been paid for services NOT RENDERED. Now, explain to me why you don't have record of a service call to my home and I have your technician on my cell phone via text message and on video on my property? When you look up who you SHOULD NOT have servicing for your HVAC system, their name and logo should definitely be front and center. ZERO STAR service!!

  Business Response

  Date: 04/04/2023

  Thank you for reaching out I spoke to your service tech and he stated that he was out the same day the complaint was filed but we do take these issues very seriously. We are a growing company and it is a possibility that Nicholas may have been the only supervisor on staff that day as we have been sening our upper management to continued education courses and they are also utilizing their vacation/personal time before we enter summer season as that is our busiest time of the year. All the of the phone calls corresponding with you will be reviewed and used for training to ensure experiences like this do not occur again in the future. We genuinely apologize for the experience you had and can assure you this is not the standard of what we do but a one off circumstance that was not handled appropriately. We have been under new management and working towards 100% customer satisfaction. If there is anyting we can do to further assist please do not hesitate to reach out to us and in apology for the experience we have also added a free AC tune up to your account with us that you may utilize at any time. Again we extend our sincerest apology for your experience and appreciate you taking the time to share this feedback with us. 

• Initial Complaint

  Date:02/02/2023

  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 had this company replace our AC unit this past summer and HVAC system ( furnace) a few weeks ago. We have noticed the hvac has been leaking water ( not just condensation), but a stream of water. I have contacted the company multiple times to come out to look at and fix as it’s under warranty. Every time I call they say someone will be out , they have not had anyone come or call us to fix. Prior we have used them many times but not that both ac and furnace have been replaced and are under warranty I believe it’s no longer a concern to them because they can’t profit anymore money from us. I saw online reviews that have claimed the same issues, which has me worried this will not get resolved. I don’t know who to turn to to seek help. I’m hoping they can be held accountable for faulty installation and will fix whatever went wrong with the way they installed it. Thank you!

  Business Response

  Date: 02/03/2023

  Thank you for reaching out you are confirmed for service today with our senior technician. They will give you a call when they are in route. We do stand behind our work and will address these concerns for you. The complaints you've seen are regarding home warranty repairs which you are not subject to since you are not a home warranty customer. With those customers we have to follow their policy guidelines. Your unit comes with 10 year parts warranty and 1 year labor warranty so you have nothing to worry about we will address all your concerns today when the technician arrives to your home. Thank you again for the opportunity to work with you and we look forward to seeing you later today. Thank you.

  Customer Answer

  Date: 02/19/2023

  This issue is still going on. We finally were able to get ahold of someone higher in the company and they came out to fix but it’s now leaking again all over the basement. 
  
  Regards,
  
  
  
  **** ****

  Business Response

  Date: 02/21/2023

  Your husband just text us today requesting service for tomorrow. We are sorry you're experiencing a continued issue but we've already scheduled the return visit for tomorrw as requested by your husband. Thank you.

• Initial Complaint

  Date:01/20/2023

  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's technician lied about a repair he claimed to have done, no repair has been made, and the company hasn't provided any paper or electronic documentation of their work. My home warranty company, ******** **** ******* assigned Fast Response to fix my furnace, which failed on 12/28/22. Fast Response came to my home on 12/31/22 and determined that the inducer motor had to be replaced. A new motor was ordered. 12 days later on 1/12/23, their technician Michael texted with no advance warning that a repair visit was possible and asked if he could come in 20 minutes, but I was already at work and there was no chance to make arrangements to leave the house open. Michael did not respond to my return message. I called Fast Response to schedule the repair and was told that they weren't available for another week. On 1/19/23, Michael came to my home to replace the motor. I wasn't able to be there for the visit. Michael texted me "All finished up you are good to go" that afternoon. The furnace worked without issue for 12 hours. The next morning, it began making the same screaming buzzing noise it was making before it froze the first time. Fast Response sent another tech to my house that morning, and we opened the furnace case. The inducer motor had dust on it, and the tech told me that the motor had not in fact been replaced, but that Michael had probably just "greased" it, and that it wasn't the first time he had known Michael to do that. I called Fast Response immediately and was told by a supervisor that they would be addressing the situation immediately and that I would hear from them in 24-48 hours, but they couldn't guarantee that I wouldn't be without heat for another 2 weeks. I would like the BBB to assist me in having my furnace correctly repaired without deception, I would like Fast Response to provide proper documentation of the repair and the motor warranty, and I would like Fast Response not to engage in deceptive practices.

  Business Response

  Date: 01/20/2023

  Thank you for reaching out we appreciate the opportunity to service you and your home comfort needs. I apologize that your experience was not what you expected and we will definitely take the necessary steps to ensure this does not occur again in the future.

   

  We have placed a request to the field manager to make a second order for the motor. It is my understanding that the internal components of the motor were disassembled, cleaned and reinstalled which usually does resolve most complaints when it comes to these types of motors. We had another tech out to you today and have our senior technician scheduled to return on 1/26/23. So long as this complaint is resolved before then it is our intention to return with replacement parts.

   

  If for any reason you are not confident in our techs determinations though you are always welcome to seek a second opinion through your home warranty provider. Please call our office at your convenience to let us know how you'd like to proceed with this repair. 

   

  Thank you again for the time and opportunity to work with you and we do hope to see you again in the near future. 

• Initial Complaint

  Date:11/16/2022

  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.

  We have been working with Fast Response Heating & Cooling (FR) since Oct 17 trying to get my home furnace fixed. They were assigned by ******** **** ****** ***** on Oct 13 to take care of our furnace that needs a part. We were told by FR that the part was ordered, once here we will be placed on the schedule. We waited and waited and waited but heard nothing from them. I began calling them and they said it would arrive the coming Tuesday, but it didn't. I asked them how long it would take to get it. They didn't know. I asked who it was ordered through. They didn't know. I asked them to contact their resource for a delivery date. They couldn't. I continually called. It still did not come. I asked again how long I had to wait. It was getting cold, my wife was sick. They didn't know. I contacted a trusted professional service we used before and was told parts were not available for our furnace, were no longer made, we need a new furnace. Still, we continued to wait. During my conversations with FR I learned they had our contact number wrong. I told them the correct number. I contacted AHS, no help. Made another call to FR and was told the part had come in and they would contact us with a service date. Monday, November 14th, we were out when the service man came with the part to install it. We did not know he was coming or we would have been home. I called FR and asked the service man to return. No, he could not. They would reschedule. I told them since the repairman had gone to his next appointment he had time to come back. No, they would not. They would reschedule. It is cold in our house, my wife is still sick. I called again to get them here now! No, they would not. We are now scheduled for Friday a.m. They never called with this info, again we had called them. They have made no effort to set us as an emergency. We continue to wait. It is snowing. If this part does not work we will still be without heat! We need heat now. Still, we wait!

  Business Response

  Date: 11/17/2022

  Good morning and thank you for reaching out. We do not control part shipping we do not manufacture the parts and we cannot control how long the manufacturer takes to get the parts here. There has been a shortage on raw materials since 2020 which hinders the production of said parts causing immense delays in service. We have been in open communications with you during this time regarding the delays and attempted to go out on 11-14-22 where only a young child was present at the time of service. We called the phone number that was provided to us by your home warranty provider and nobody answered. Due to you not being available and only a child being at home you had to be rescheduled. Unfortunately 11-18-22 was our next available service date with a senior technician. At this time the work order will be placed on hold until this complaint is resolved. We apologize that you have had to wait longer than expected but again we do not build these parts we order them and some manufacturers take longer than others to send those parts to us. Once this concern has been resolved we can reschedule the return visit to install the motor. Thank you.

  Customer Answer

  Date: 11/18/2022

  Much has been omitted from the company’s comments. They have never called us. They had the wrong phone number from ******** **** ******. I called them several times about the length of time waiting on the part but the ONLY calls we have received from them have been two after we corrected the phone number. Then, it was only at my insistence for a return call from management trying to get the part instillation escalated once part received. They NEVER called us to arrange installation date or time when they did come. Thus, we did not know they were coming. My wife had a doctor appointment that afternoon related to an ongoing lung and congestion problem since the heating has been out requiring 3 rounds of antibiotics and 2 steroid dose packs. We are 75 years old so naturally I was worried about her health so attended the appointment. However, if I had known the service provider was coming I would have remained home. Our 14 year old grandson was here but he is not allowed to allow strangers into the home while we are away so the provider was not allowed in. We only learned of his coming via our home video door bell and he was gone before we learned of it.

  Even then the company did not call us. We called that afternoon trying to get them to return. No. They will work us into the schedule. When. Don’t know they said. I called the next day. They said we are on the schedule for Friday at 8:30a.m. Because of their lack of concern for our wellbeing, attitude, length of wait time and professional difficulty to work with I filed a complaint with Better Business Bureau hoping for a better resolution. 
  

  When the company, Fast Response Heating & Cooling, who was assigned our case through ******** **** ******, Fast Response chose to close our case. They did NOT call to tell us as I was sitting to wait from them Friday morning. I called them at 9:15a.m. asking when they would be here. The company said they had cancelled our service because of our complaint to the BBB, we could not buy the part nor would they give it to another company to install. So, on an 18 degree night we continue living in a home without heat.

  BBB said Fast Response was NOT BBB accredited to their was nothing they could do. We talked with  company we have used for years, highly respected, who called the furnace manufacturer/supplier who told him the part we need is NOT BEING MADE ANY LONGER, WE WOULD NEED A NEW FURNACE!!! During our month wait time for this mysterious part to arrive Fast Response told us they could not call to check on the part’s arrival timeframe, they did not know who the supplier was to call, nor had they any idea when the part would arrive. In our minds they were trying to get something refurbished and calling it a new part. When checking their Yelp reviews they had obviously done this before with rating of 1 star throughout their reviews. Many had received our treatment.

  Now we are left with either starting all over again through ******** **** ****** which may involve another long wait or spending $6,000 on a new furnace. 
  

  This company has not place in the industry as far as we are concerned. We have lodged a complaint with the Attorney General.

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