Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/23/2025

  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.

  Company claims they did work on our AC unit but no receipt and unit still does not work. Charged us 1200 bucks just for them to say we need another $4000 for a part never mentioned before. We had them come out last year and he stated we needed a coil and condenser. We saved up and scheduled a repair only for him to be here for 4 hours and still not blowing cold air. He claims we need a compressor now. When I asked him for a receipt for proof of what was done, he said he emailed my husband. No email and no receipt to prove they even fixed anything. Searching reviews for this company shows they were sued back in 2018 for this exact thing! Save yourself the headache and call someone else.

  Business Response

  Date: 05/20/2025

  On August 25th of 2024 we were called to this
  home due to the system not cooling. 
  Diagnostics determined the TXV was faulty, and we advised the customer
  that it would need to be replaced before we could determine if the compressor
  had failed, as they sometimes do, due to the faulty TXV.
  

  Customer did not request our return for the TXV replacement
  until 04/21/25. Once that was done, our testing and evaluation determined that the compressor had failed, and it needed to be
  replaced as well.  Of note, the receipt was
  emailed on 04/22/25. 
  

  On 04/23/25 Customer spoke with us and said she did not want
  to install a new compressor.  We
  explained again how the TXV had to be replaced to determine how the compressor
  was functioning or not.  She said that she
  had a new system, and it should at least be under warranty.  We discussed
  the warranty that had expired in February of 2025 per the manufacturer.  The
  customer said that the system was installed in 2023, but the manufacturer said
  it was sold in 2020 and manufactured 11/22/2019.  It was explained that it
  appears whoever installed the system in 2023 used an older unit.  We encouraged the customer to follow up with
  the original installer.  The customer said she did not know who that was as
  it was installed prior to her purchase of the home.  
  

  We offered again to install the compressor, and she
  declined.  We again encouraged her to determine
  who initially installed the system and work with them regarding the warranty
  she feels is due.  The customer declined
  anything further from us.
  

  We understand the frustration she must feel. She thought her
  system was two years old only to find out it is more than 5 years old and out
  of warranty. While we can certainly empathize with her frustration that her
  system was having issues when she understood it to be so new, we followed the
  correct diagnostic processes, and shared with the customer the readings and
  findings at each juncture.  Our
  discussions with this customer from the very beginning were to educate and to
  provide options. We are unable to
  provide a refund as requested because we communicated what to expect throughout the process and the work we promised to do has been
  completed.  We again encourage this
  customer to contact the original installer to determine recourse through them,
  if any. 
    

  
  

• Initial Complaint

  Date:11/14/2022

  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.

  In March 2022, McAfee did a duck work cleaning on my rental. In October when the weather got cooler and we turned, the heater on the heater would not work. So I checked the heating element coils and found debris left behind from McAfee not cleaning up after the ductwork cleaning. McAfee refuses any wrongdoing. I sent them pictures of how bad the debris was, but they still refused that they had anything to do with the debris left behind. No matter how hard I tried to explain the situation they continued to tell me I have no idea what I’m talking about, even though the pictures clearly show a bad cleanup job. McAfee said they would charge me $90 to come out and check the problem they caused. The element was shorted out by pennies in nails and would cost me almost $400 to replace. I paid about that much to have the ductwork cleaned. If McAfee would refund their service fee, it would cover the charge for their mistake. That would be the least they could do.

  Business Response

  Date: 11/21/2022

  Mr. ****** is correct that we provided Air Duct Cleaning services on 03/04/2022.  This is the only time we were asked to provide service at this residence.  Mr. ****** contacted us on 10/21/22 to request service.  We let him know that we could come out and assess, but he declined and said he would call back if he wanted service.  He did not call again until after he had another company perform work on the system.  Because we were not able to visualize the system or evaluate it in person, we are unable to determine what work was required and for what reason.  Mr. ****** received the air duct cleaning service he paid for in March, and we have no ability to determine what may or may not have happened in the home during the following almost 8 months.  For these reasons, we are unable to reimburse Mr. ****** for monies he paid to another company.

  Customer Answer

  Date: 11/22/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  McAffee did not say they would come out to inspect the bad job they did. They were clear on having to charge a service fee to come out and see their 1/2 done cleaning job. This is unacceptable. 
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 11/22/2022

  We respect the customer's decision to not accept our response.  However, due to the passage of such an extended period of time, there is a service fee associated with sending a technician to the home to perform an evaluation. This was explained to him, and he chose not to schedule. Instead, he chose to have another company come out and perform work.  Unfortunately, because of these choices, we remain unable to evaluate anything due to the passage of time and work being performed by another company.  Without an opportunity to perform a proper assessment or ability to provide either explanation or remedy, we are unable to take any further action.