Complaints

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• Initial Complaint

  Date:06/12/2025

  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.

  Unfortunately, Above and Beyond was hired by the seller of my new home to address issues with my AC unit identified upon inspection.
  Above and Beyond performed $1,063.58 worth of work on May 6, 2025 as part of the TRR phase of a new home purchasing agreement. They had been called by the seller of my now home based on concerns found upon inspection with HVAC unit. They missed a big problem with the unit that I now have to replace. The company did apologize and admit error. The technician admitted that “I just missed it and didn’t have the right equipment” to identify a leak in the system on the date of service prior to closing on the house. After conferring with another HVAC professional, anytime refrigerant is put in a unit a leak should be aggressively sought and assumed. Above & Beyond agreed to perform another costly repair for a discounted price ($1,140), but it didn’t help. After consulting with a more reputable HVAC company, I need a new unit.
  
  While trying to work with Above and Beyond to set things right, I’ve realized what I thought was a costly, but innocent mistake, is also part of unethical business practices. I’ve had two technicians make multiple bizarre statements such as “we work for the seller” and “inspections aren’t legal requirements”. The manager angrily exclaimed to me “We do work for the seller!” during a phone call. I’ve worked through inspection reports and TRR’s. Technicians are hired to make a diagnosis, write a report, and if done with integrity, it is honest regardless of what the person paying for report wants said report to state.
  
  Above and Beyond is not responsible for my older failing unit. Their lack of honesty during the initial evaluation has eliminated my opportunity to negotiate with the seller.
  
  I would be satisfied with reimbursement of the $1,140 I paid them in repairs plus the $1063.58 the seller paid on my behalf totaling 2,203.58 . I did have to spend $11,700 on a new unit. The company has thus far refused.

  

  Business Response

  Date: 07/01/2025

  *********, your review is deliberately misleading. First, all our interactions with customers from our CSR’s to Managers and including technicians are recorded. We the person you purchased the house from called us, we went through the system as it was low Freon. Our technician had the tools to locate the leak and could not find a leak. The homeowner explained to us she had the leak fixed. We cannot put a system has a leak when we cannot find one. That would be unethical to both parties.
  
  When you purchased the home and the system had an issue, we were at this point able to find a leak. We explained to you the same things we explained to the buyer.
  
  The reason the technicians made the statements we work for the seller, is you kept demanding to them and our managers we were required to make disclosures about the unit and the leak. We talked with the seller about it needing a new unit, and they only wanted to add Freon. We also weren’t there to do an inspection, but were there to address the unit not cooling properly. We were not there to inspect the unit and make a report for the buyer. To get the level of inspection you demand our team should’ve provided you, the option would be to hire your own professional to address the concerns the home inspector identified.
  
  We attempted to work with you in multiple ways, and in the end unfortunately could not find a compromise. While you are entitled to be upset, your anger should be directed to the seller and your realtor for not spelling our in detail what you wanted on the TRR based on the report provided to you by the home inspector. We don’t get to see that report at any time when hired by the seller.