ComplaintsforHowell Heating & Air, LLC

• Initial Complaint

  05/05/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have reached out several times to the business about a sound coming from my downstairs air conditioning unit with no follow up return phone call or text. I spoke with the company contact 4/22/2021, initially, when he said to text him my information and issue so that he could get back with me about availability to come to my property to assess the issue. I called back today after sending multiple messages to follow with no response and he answered and stated that since he no longer did business with my builder they don't honor the warranty. I emailed the business to inform that I would seek legal counsel to ensure this was something he could do.

  Business response

  07/08/2021

  Business Response /* (1000, 14, 2021/06/15) */ *this response is from the new ownership of Howell Heating and Air* Thank you for reaching out, and bringing to our attention the experience you have had with HHAA. I first and foremost want to apologize for the interaction you had with our employee in April. The communication, or lack there of, is not up to the standard of professionalism that we strive for. The employee that you communicated this issue with is no longer employed or affiliated with HHAA. This employee used to own and operate the business before we purchased it from him on May 1st 2020. Regretfully, this issue in its entirety was never made aware to me the way you described in your complaint. I would like to briefly explain my understanding of the issue at the time. The employee you spoke with, contacted me on May 5th (first and only time I heard about your situation) and stated that a homeowner in a house that we had done the heating and air conditioning installation in was having an issue with their system. The warranty we offer per our dealer agreement with the distributor, is coverage for any issue in the first year of installation. The employee, communicated to us that he had done this job over a year ago and that it was outside of this warranty period. The warranty that equipment falls into after the first year is a 5 year parts warranty. The main difference being that the homeowner would now be responsible for labor costs associated with fixing issues. I instructed the employee to tell you that we would be glad to service the equipment, but that there would be a cost for the labor we had to do. The builder that built your house is also a builder that after we bought the company we no longer continued to work with. This builder declared bankruptcy and never paid for several homes we had completed, including yours. After discussion, we still felt that we would like to service your equipment if you were willing to pay for the service fee to dispatch one of our technicians. The last instruction I gave to the employee on this matter was to communicate this with you and to resolve the issue. As of speaking with the employee on may, 5 2021, I heard nothing else regarding the matter. We bought this business fully prepared to cover any outstanding warranty work and again am disappointed to hear that you feel like that was not your experience. We understand that time has passed since your original issue but we will gladly work with you to resolve any continuing issues. Please reach out to me directly if that is the case. You can reach me at*************. Thank you

*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. ↩