ComplaintsforSunset Heating & Cooling Inc

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My furnace was not functioning and I called Sunset for repair. The technician told me the furnace likely has a broken valve and repair would cost $1000. He then recommended I replace both the furnace and air conditioner (to be sold and installed by Sunset). After he left, I watched a ******* video on furnace maintainance and found that the technician did not perform basic standard service procedures. All it took to repair the furnace was to clean the port on the pressure sensor. It is my judgement that the technician either was so poorly trained that I knew more about service after watching a ******* video, or else he was uninterested in repair and had the solitary goal of collecting commission on the sale of a new furnace. Since service was not rendered, I am seeking a refund. I called Sunset and they said they have a policy of not giving refunds in this situation.Date of visit: 1-24-2024

  Business response

  02/06/2024

  Hi ***,

  A refund of $129 has been processed in your account. I show that they payment is still pending, so if it doesn't go through in the next day or two, please reach out and let us know.

  Best,

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

  Customer response

  02/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/27/23, I contacted Sunset Heating and Cooling for an unpleasant smell while the furnace was running and requested it be looked at and have annual maintenance done at the same time. They convinced me to buy the $198.00 Sunset Service plan. On 11/29/23 a technician crawled over the furnace trying to find something wrong. He indicated upon arrival that he knew we were concerned about a bad smell. He found nothing wrong, but spent some time convincing me the furnace could die at any moment. He also made a comment about not having his CO meter with him, which seems like a vital piece of equipment needed for checking a gas furnace? Due to continuing to smell fumes, we called the gas company on 12/04/23. They opened the furnace and immediately found a leak where the gas line connects to a furnace part. I then contacted Sunset Heating and Cooling and requested a refund as they had failed to find and fix a gas leak inside the furnace. The person who took my call immediately agreed to give me a refund, but then said that billing would be calling me about the refund. On 12/18/2023 I called again to follow up on the refund. The service agent took my information and called me back later that day and said she had been instructed to inform me that they did not give refunds for the service agreement and that service performed by them does not include checking for gas leaks. I asked what the maintenance did involve, and she said that they make sure things turn on. When I informed her that the reason for having them out was for a bad smell, I was told that a supervisor would call me back. They never called.The whole visit was a complete farce. They neither found, nor fixed the gas leak, and even though the furnace works fine, spent a fair bit of time trying to get me to buy a new one. If I had believed Sunset Heating and Cooling had performed proper servicing of the unit, there would still be an active gas leak inside the furnace. I would like the $198.00 refunded.

  Business response

  01/05/2024

  *******, 

  I apologize that the visit with ************** was not what you were expecting, and you did not receive a response in a timely manner regarding your refund. A refund in the amount of $198 will be refunded to your account. Please allow up to **** business days for the refund to reflect onto your account. 

  Customer response

  01/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a new AC and Furnace with Sunset Heating and Cooling. We paid in full. It was installed in April. We are trying to pass the inspection with Clark County, **********. We need Sunset to file an ************** Permit. They have not filed the permit and are unresponsive when we have tried to call, left messages, and sent text messages with multiple people in the company. We spoke with Clark County on August 4, 2023 and they said their is still no electrical permit on file. Sunset did, however, file a mechanical permit, and the phone number on it is incorrect and the county is unable to reach them. Sunset still needs to file an electrical permit, so we can have our final HVAC inspection.The County said if Sunset has any questions about how to file a permit, they can call the permit center at ************.

  Business response

  01/22/2024

  *******, we apologize for the miscommunication regarding the permit. I am seeing that permits were pulled for your project.  We will have someone from our installation department reach out to you to verify and discuss further. 

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint on behalf of my senior and hearing impaired mother. My mother has had Sunset Heating & Cooling Inc. service her HVAC system previously as recently as 4/2023. Her AC compressor failed to start this July and she called them to re-check it. At the time of scheduling the appointment she was told that there would be no charge by the dispatcher.The service technician told my mother that her AC would need to be replaced under the direction of his manager. She declined replacement as she is on a fixed income and cannot afford to. She was charged a service diagnostic fee of $129.My mother asked me as an electrical contractor/general supervising electrician to come take a look. She told me prior to my visit, that the technician had tested the start components of the system to which he suspected the compressor start relay. In addition she was told that a replacement/repair of this was not available.Because if these comments I acquired a compressor hard start kit prior to driving to her home. These are readily available at any mechanical supply store and even Amazon. Most HVAC technicians I have worked with carry them on their van. Following my own troubleshooting I installed the replacement and her system was working in approximately 10 minutes. Now I understand that her system is older, it is an R22 system and in the event of a failed compressor, contaminated refrigerant and or leaking system I could see the necessity for replacement. Yes, it is on borrowed time and that could be said as a recommendation to plan for the future but in this case she was only given the option for replacement exceeding $10k when a $30 part would have kept her from suffering through a 80+ degree day.My personal opinion is that if this a regular sales tactic, this company should be reported to the State under the Unlawful Trade Practices Act.

  Business response

  09/01/2023

  **************,
  I want to apologize for not providing five-star service to your mom. We most definitely should have provided repair options for your moms system. We appreciate your feedback,and we utilize this as a learning opportunity. I am having a check cut and sent back to your mom. Wishing you the best. 

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction: 4/22/2023 Amount: $189.00 We bought a $200.00 one-year maintenance plan for our furnace and air conditioner from Sunset Heating and Cooling in June, 2022. On 4/22/23, during a routine AC maintenance visit, the technician charged us $189.00 for a "fuse" that he said was bad. We asked to keep the bad part and checked it with a multimeter; it was working fine. In addition, our AC unit was working fine before this visit. If the fuse were indeed bad, it would not have received power and been able to run. We didn't receive a receipt or any kind of written explanation for the charge. Just a hard sales pitch about how defective our AC unit is and we need to buy a new one for $26,000.00. We feel the whole visit was deceptive and we can't trust Sunset Heating and Cooling. We would like a refund for the $189.00 charge and we'll gladly return the "fuse".

  Business response

  05/08/2023

  I understand that receiving news that your HVAC system has issues can be unsettling. The fuse was found to be bad and was replaced. We also refunded the charge as a courtesy. I am unsure how providing estimates is considered deceptive. Best of luck in the future.  

  Customer response

  05/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a price from Sunset Heating & Cooling for repairing my Heating Duck which had separated and cleaning the vents. The price that was quoted was $750. The sales person said that since they were cleaning the vents, he would have them glue the separate vent together. The price was $750 and i would need to pay half now, the the rest when the work was completed. So I gave him $375. .When the job was done the workers wanted $858 which was $483 more than quoted. I am 81 years old but I know that this was not right. How could they have even cleaned the vents without the vent being connected. With the $1233 total price, I would have gotten other estimates.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an air conditioner and a heater from sunset heating and cooling in November of 2021. The installation was not completed until April of this year, after which time the city inspector can out and determined that electrical wiring was not up to code - the specific reason was not provided. After almost 3 months, no one from Sunset had called asking for my second half of the payment $5,975.00. the project had not been scheduled, and I asked them to schedule the work needed to finish the project. It turns out that the city had not provided a reason the inspection failed, thus they needed the city inspector to come out again to review the property again and then they could schedule the work. I ask them to reschedule the city inspector, they agree and then do not contact me for another two months. Finally after the city inspector comes out in mid October, and apparently there was nothing wrong in the first place, despite the initial filed report by the first inspector that work needed to be done. About two weeks later I get a notice from a collection notice from *******************, stating that as of September 13th (before the final inspector came and reported that nothing was wrong) I have a debt that is owed to sunset heating and cooling, along with $76.61 of interest. I spoke with no less than 4 managers at sunset over the course of this absurd debacle, the previous manager I spoke with during scheduling specifically said that I could pay after the inspection (and any subsequent work had been done). This was a lie, and the predatory practice of calling multiple times to collection on a debt when the work associated with that debt had not been completed is an attempt to bully customers into paying for incomplete projects.

  Business response

  01/22/2024

  ***********, I apologize that you were stuck in the middle of the inspection process. Thankfully it was resolved once they deemed the installation complete and to code. We do request payment once the job is complete, and submit to our collection agency if necessary. 

• Initial Complaint

  06/21/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My name is ****** ****** , writing in for my 82 year old father. He bought a heating /air conditioning system from Sunset Air conditioning and cooling .. Since he had the system installed he has had problems.. He calls to schedule and he is given the run around. Two weeks ago his cooling went out he called and waited for an appointment today 6/21 .. they were a no show , when i called in they told me that there was no appointment scheduled , i advised them they called and confirmed the appointment today, then i was told the tech stated that there was no one home, i advised her someone was there with my father waiting , then she said that my father told them at the door that he no longer needed service. These people took advantage of an elderly man and they think that they dont have to fix the issues. After waiting two weeks for air to work , they didnt show up and now state that they need to wait until Thursday next week for them to come back out. This can have tragic consequences

  Business response

  06/23/2021

  We've reviewed our records for what has transpired with Mr. ******.    Sunset did install a new HVAC system for Mr. ****** on March 30 of this year.   There was an issue with a leak that we subsequently repaired.   Additionally, we have had a number of service calls that were due to issues with the thermostat (Sunset did not install a new thermostat - this was the customer's existing thermostat).   We've gone over the operation of the thermostat with the new HVAC system several times.    On the day in question from the complaint, we show our technician being at the customer's home around 1:30pm.   At that time, our technician was told the system was operating properly and no service was needed.   The next morning, we received another service request.   We returned and found the issue to be with the thermostat again.   The batteries inside the thermostat were dead and corroded.   We replaced the thermostat with a new Honeywell thermostat at no cost to the customer.   

  To our knowledge, other than the initial leak that was repaired, the HVAC system that we installed is working properly.   The multipule operational issues have been primarily thermostat related - again, we did not replace the thermostat.   We hope that with the free new thermostat that was installed, the customer will have no other issues.   

   

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