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:10/13/2023

  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.

  In late 2022 this company came out to inspect my furnace. At that time I purchased a plan for an AC inspection in 2023. An appointment was scheduled for 2 hour block of time and their tech never showed up. I didn't have the time to take off for another 2 hour block of time. I didn't hear back from them. Recently I received an invoice in the mail for an auto renewal service for about $200. I called them today 10/13/2023 to make sure it was not auto drafted from my account. I'm still looking into whether anything was charged to my card. Nothing was included with the invoice so it's very unclear what they did there. I also inquired about a refund for them not showing up for the maintenance I paid for and they did not show up for the appointment after I waited for 2 hours. They refuse to refund money for services not rendered. They want to come out and look at my AC now in October but I don't need service on my AC now that we are in cooler weather. I feel this is a rip off and I'm not okay with them happily taking my money but never providing the service I paid for. I want a refund for these services not rendered for AC maintenance.

  

  Business Response

  Date: 10/23/2023

  To whom it may concern:
  
  
  We received a complaint regarding the customer not receiving the services that they have paid for, and an unclear auto renewal letter the customer received. First, I would like to apologize for the renewal the customer received and assure you that there will not be an auto draft from the customers account as we do not keep customer payment information in our system. Secondly,after reviewing the customers account with us, I see that the following complaints are upheld. Our team at Interstate heat and air conditioning strives for 100% customer satisfaction, with this, ******************** heat and air conditioning, will refund the customer $102.00 which is the amount for the service the customer paid for in advance but did not receive. With the refund,our team would like to offer the customer a free club for a year as well to make up the services that we have failed to complete. We understand the frustration this has caused with our customers and apologize for the inconvenience and services that we have provided. We hope we can make this right in the future and offer the services that we strive to provide.
  
  
  Interstate Heat and Air Conditioning
  10/23/2023