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:07/18/2023

  Type:Customer Service 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.

  On February 28th, 2023, we had a service completed by Services United HVAC. Included in this service was an HVAC System Check-Up as well as the capacitor being replaced. The total cost of this repair was $448. After this service was completed, we were told that while our system is 14 years old, it runs like it is only 3-4 years old. We were thrilled, as new homeowners, that this check up on our unit went so well. Fast forward to July 8th when our unit is no longer working. The coils were frozen and the house was not cooling. When we had our system serviced by another company, we were shown multiple leaks in our system, rust, deterioration, and even metal shavings. In just 5 short months, we found out we needed to replace our system. A system that Serviced United claimed worked like it was only 3-4 years old. On July 18, 2023, I called Services United to talk to them about this issue. I spoke with their manager who continuously gave me analogies. He told me everything that I was telling him was a matter of opinion. When I asked him why we were told our unit looked so great when there was so much deterioration, he didnt have a specific answer. I feel scammed. When you look at how much a new capacitor costs it is not near $500. The new company Im working with told me that price was outrageous. Showing right there that I was taken advantage of. If a unit looked as bad as ours did, I, as the homeowner, want to know that. I dont want to be told it runs so much better, when that was obviously false information.I feel it was very unfair to charge me that amount of money for a unit that needed so much more service, service they didnt even make me aware about. I want other people to be aware of this company and how unfair they are. It feels like a scam since they come to check on the units and not correctly complete the job.

  

  Business Response

  Date: 07/24/2023

  On February 28th, 2023 the service technician that was dispatched to the home did not observe a frozen coil or any refrigerant leaks.  He did observe a weak capacitor and offered to replace the same.  As a professional company we must use scientifically backed facts and present evidence to the customer regarding current observed conditions.  Surface imperfections do not indicate the condition of the vital components of an air-conditioning system.  Furthermore, the price we charge for our services is commensurate with the flat-rate pricing system we utilize and is also in line with market pricing.  If the system needed to be replaced at the time of our service then it would have been apparent at the first use of the system for air conditioning. We did not receive a call from the customer stating the unit was not working and therefore we have to assume that the system was working as intended.  We operate with the utmost integrity and honesty and therefore would never try to sell something to our customers under false pretenses.  On February 28th, the technician observed no other condition other than a weak capacitor and that is what he offered to replace.  The fact that a competing service provider decided to sell a new system is completely irrelevant to the level of honesty and integrity we displayed on February 28th.  

  Customer Answer

  Date: 07/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  While Services United claims that we did not call them stating our system did not work, we did tell them our concern of our high electric bill when they arrived at our house.  I attached our electric bills that really sparked us to get our system checked in the first place, showing they were high before and after Services United serviced our unit.  When we called our electric company in February, they stated our heat pump most likely went into emergency backup, again sparking our interest to reach out to Services United.  While we did have a HVAC system check-up, we were never once told that this system check was either for heat or air.  We were under the impression that it covered both and that was never cleared up for us.  When the technician got here my husband told him of our concern with the high electric bill and stated that we also wanted the air checked since it would be getting warmer in the next few months.  Never once did the technician say that this check was only for the heat.  So, while we were under the impression that this check-up covered both, now Services United states, “If the system needed to be replaced at the time of our service then it would have been apparent at the first use of the system for air conditioning”.  This is the first-time hearing that our air conditioning was not checked.  The system check-up was to include a visual inspection, gages checked on Freon levels, indoor and outdoor coils were checked, etc..  As the homeowner, I would really like to know how my unit was working and what the Freon level was.  When our air conditioning was recently checked the Freon level was almost empty.  If Serviced United truly checked this and shared our level with us, this could have been an early indicator that something was wrong.  None of this information was shared with us.  So while Services United claims nothing was wrong while they were here, how would we know if they didn’t share this important information with us?  As the homeowner I would like to be shown how our unit looks, learn more about it.  We wouldn’t have put this money into the system if we had had this information shared with us.  The technician never offered to show the unit or why the capacitor was broken.  After viewing our unit, ourselves there was severe rust and damage, something that I don’t believe would happen after a few short months.  This was again something Services United didn’t care to share with us.  Why not show the owner their own unit and explain further what these indications might mean? Services United was far from honest with us while they serviced our unit.  Why would I return to them with a problem when I was highly dissatisfied with them in the first place?  

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