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:06/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I canceled a AC system installation on 5/20 because I found a lower price for a complete system installation. After almost a week, I was told via text that I needed to call before a refund could be issued. I was countered with a lower price when I called, but I decided against it. I was told it would be sent to accounting for a refund on 5/28.. On 6/4 I was told someone would reach out to me on 6/5. After not hearing from anyone, I called on 6/6 and was told the accounting **** was closed for the day, but my info would be forwarded to them. I still havent heard back as of 6/9/25.

  

  Business Response

  Date: 06/10/2025

  The payment has been refunded as of today. Unfortunately, we experienced a technical issue during the refund and had to reach out to our payment processor. The case was resolved today and the refund went through today. You should see the refund on your credit card in 3-5 business days. 

  Customer Answer

  Date: 06/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  Kachanda *****

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

  *******, ** 38018

  
  

• Initial Complaint

  Date:05/01/2025

  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.

  I have a warranty company for my home, and my A/C quit working 2 weeks ago. A technician came out and "Fixed" a wire at the compressor. 2 days later we realized that the unit is not working. He came back out and did no diagnosis other than look for power at the condenser and there was none. The breaker was tripped and he said that the breaker was bad. He stated that they don't replace breakers. after he left I replaced the breaker and it immediately tripped. He came back and looked at the condenser and called his office and his manager **** ***** told him that the ****** in the evaporator case was the wrong one and it is not covered by the warranty. There was no testing the cover was not removed from the evap case to verify what piston was in the unit. I talked to **** ***** this morning he said it had the wrong piston. I did my research and found out that there is no way they could know what piston is in the unit without removing the evap cover and getting the numbers off the piston. This unit has been installed since 2021, If the wrong piston was installed it would have failed before now. I have tried to call them back this afternoon and they put me on hold for more than 15 minutes, I called back and they are not answering my calls. Now I will be out $3776.39 to install a new compressor. I want to talk to ***** **** at Best Care Home Services.

  

  Business Response

  Date: 05/02/2025

  We appreciate your question about the concerns associated with your air conditioning unit. We fully recognize the frustration and inconvenience this situation may cause, and we are committed to addressing your needs. As you know, Best Care Home Services did not install the current coil and compressor in your unit; we are unaware of who performed that installation, but that is where your problem began. Throughout our previous communications, our team has outlined the necessary steps to mitigate the issue, which include advising you to consult with your home warranty provider regarding the denial of coverage related to your claim. We don't have any influence over what's covered in your home warranty contract; we were simply the company assigned to assess the issues concerning your unit. We have identified and let you know about those findings in detail. 

  
  We also sincerely apologize for any delays you may have experienced while attempting to contact us. Unfortunately, your attempts to reach us last night were after our regular business hours. We want you to know that your questions are of the utmost importance to us, and we are dedicated to responding promptly within our regular operation.

  
  Regarding the technical specifics, our Field and Technical Manager, a highly experienced professional, has determined that your unit is equipped with a piston evaporator coil rather than the manufacturer-recommended TXV evaporator coil, as verified by the condensers data tag. This does not require further testing because it's listed right on the tag. We stand by these findings. We believe the difficulties you have reported pertain to your home warranty coverage, which is beyond our jurisdiction, and with the company that installed the original equipment.
  This complaint is somewhat unjust towards Best Care Home Services, as we have addressed the issue and provided options for its resolution. Our team is always ready to help you within the limits of our services and is here to offer support as needed.
  Thank you for allowing us the opportunity to address your concerns.

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23275362
  
  I am rejecting this response because:

  I have left several messages for **** ***** the manager that decided to claim that the wrong piston was in the A/C unit.  I have attached the label on the Evaporator case and have talked to the dealer that installed the condenser in 2021 and they stated that the new Piston and evaporator were replaced when the condenser/compressor was installed, just as required by the manufacturer.  If the wrong parts were installed originally it would have failed early in the life of the new condenser/ compressor.  Mr. ***** refuses to call me back to discuss these issues.  I invite him to come and open the case and verify which part is actually installed in the system before making a diagnosis of the failure.  

  If this company is as "reputable" as they claim in their advertisements they should be eager to prove that they made the proper diagnosis.

  
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 05/02/2025

  Thank you for contacting us and sharing your concerns. We value the opportunity to address your complaint and clarify the details of your case. Your account was reviewed by our tenured HVAC field manager. To clarify, he did not indicate that an incorrect piston was installed in your air conditioning unit. Rather, he noted that a piston was even used in the unit, which is a critical distinction. According to the manufacturers specifications, the use of a piston, as opposed to a thermostatic expansion valve (TXV), is the primary issue. We understand your frustration and regret any inconvenience this may have caused. However, based on our evaluation, we are unable to provide further assistance at this time. We recommend reaching out to your home warranty provider for a second opinion, which may offer additional clarity and potential resolution options.
  
  

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23275362
  
  I am rejecting this response because:
  My complaint revolves around the fact that you did not verify which part either the Thermostatic expansion valve or the "piston" was installed.  All I want is for you to show me which is in the system.  I think that that is a reasonable request.  Since Best Care Home Services refuse to call me to discuss this it is only reasonable to assume they have something to hide. 

  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 05/06/2025

  At the request of your home warranty provider, our team conducted a comprehensive evaluation of your HVAC system. During our conversation, which was recorded, we clearly explained that your system is equipped with a piston rather than a thermostatic expansion valve (TXV). This configuration is not endorsed by the manufacturer. We want to emphasize that our company did not perform the original installation of your equipment, and our role was limited to diagnosing the issue, which we completed thoroughly and accurately.
  In all communications, we have consistently and transparently reiterated that the piston is the source of the problem. To ensure accuracy, a Field Manager reviewed and confirmed our technicians findings, and we stand firmly by this assessment. Additionally, we provided multiple repair options, encouraged you to seek a second opinion to validate our diagnosis, and did not charge for the service call, reflecting our commitment to fairness and professionalism.
  We are genuinely puzzled by your dissatisfaction, as we have strived to be forthright and supportive throughout this process. Our team has no involvement in your warranty coverage or the initial installation, and we have maintained honesty in all interactions.

  Customer Answer

  Date: 05/12/2025

  The Business stated they did a "Thorough" Evaluation of the system.  This is not accurate,  I have hired another ************ to inspect the system and verify that the proper parts were installed 4 years ago when the condenser and evaporator were installed.  I will have the results of that inspection later this week.  ********************** has refused to discuss with me my concern since my initial call to find out why the denied my claim.  Additionally I have called my warranty company for a second opinion 2 times but they said they cannot dispatch another company because ********* has not provided them with an evaluation.  They said they have emailed ********* 2 times and not had any response. 

  I will provide the findings of the **** company I have hired as soon as they have made the inspection.

   

  **** ******

   

• Initial Complaint

  Date:04/16/2025

  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.

  I called this company under the impression that they installed my HVAC system, and I told the lady on the phone multiple times that my HVAC system was installed in 2023 by you guys. She confirmed multiple times. My issue was covered under the warranty, but when the technician arrived, he told me that a different company installed my system. The lady's misrepresentation to me made me pay the technician $160.00 dollars. Also, it wasted my day because I had to call another company that actually installed my HVAC system.They need to issue me a refund of $160.00 for their misrepresentation.

  

  Business Response

  Date: 04/17/2025

  Mr. *****,

  Thank you for bringing this matter to our attention through the Better Business Bureau. We sincerely apologize for the inconvenience caused by the erroneous charges and the inaccurate information provided during your call. At Best Care Plumbing, Heating and Air, we are committed to delivering exceptional service, and we regret that we did not meet this standard in your case.
  Your call was handled by a trainee who overlooked the fact that, although we provided you with an estimate for a replacement two years ago, you opted to go with another company. We have verified the charges you received and acknowledge that our team mistakenly conveyed incorrect information. We accept full responsibility and have taken immediate steps with our accounting department to process your refund.
  In the future, should you choose to reach out to us again, we would be more than happy to address any issues you may have with a simple phone call. We hope to have the opportunity to earn your business in the future.

• Initial Complaint

  Date:04/07/2025

  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.

  I contacted Best Care Home Services in July 2024 upon seeing an advertisement on TV for $79.99 for a complete plan to inspect and clean HVAC equipment. They would come back periodically. I got calls from ********* Home to re-schedule on their behalf. There were 2 times they called me to schedule that day as well as one other time I had a doctors appointment. Finally, after 6 months, a technician named ******** came on Jan. 6, 2025. It was too cold to check the A/C, the initial reason I called for them to inspect my A/C while it was hot outside and also to clean the condenser. He spent about 45 minutes in our attic thoroughly testing and assessing furnace equipment. He stated everything looked great and went outside. I showed him the A/C condenser, and he thoroughly cleaned the unit but couldnt check the unit running because it was too cold. I was pleased with the time he spent. He mentioned an additional $15 they would add to the plan in the future, but I dont remember why. I did not receive anything in writing. Jan. 21, approximately 2 weeks later, a different technician named *******, I believe came, which I didnt understand but didnt question. He spent about 20 minutes in the attic again looking at furnace equipment. He stated everything looked good and left. A few days later, we got an email from ********* Home for an estimate of $592.40 after both previous technicians stated everything looked great. I have called ********* to complain and request our money back: $79.99 charge plus $15.00 totaling $94.99. I asked to talk to the owner in early March upon receiving the email, but have not heard anything from anybody, and I have not received my money back. I am furious with this company causing me to take time writing this. It's a scam to gain a persons confidence with their ad and then to find problems to gain profit. As of April 7, 2025, we have not received credit or heard back from ***** ****- Owner.

  

  Business Response

  Date: 04/10/2025

  Thank you so much for reaching out and sharing your concerns about your recent experience with Best Care Home Services. We appreciate your business and the opportunity to clarify the situation.
  First, I sincerely apologize for any inconvenience caused by the scheduling delays and the confusion surrounding the service visits. We strive to provide excellent customer service, and I understand how frustrating this experience must have been for you. I can assure you that's not the norm.
  Regarding the estimate you received following the technician visits: please know that this was not intended as a reflection of a system failure or an urgent repair need but rather a set of optional system enhancements and recommendations that could help improve the efficiency and longevity of your HVAC system. Both technicians, ******** and *******, confirmed that your system was functioning well during their visits, and we stand by that assessment. Your overall system was thoroughly cleaned, but a blower motor cleaning involves more detailed work than just our tune-up cleaning and comes at an additional cost. We are sorry that the estimate was not communicated clearly. We never intend to pressure our customers or present unnecessary costs. And I can assure you it is not a scam. We want you to know that our goal is to inform, not alarm, and we appreciate the opportunity to clarify this misunderstanding. As for your request regarding the service charge, while the original plan included a thorough inspection and cleaning completed during the technician's visit, I understand you were left with an unsatisfactory impression of the overall experience. Because your satisfaction is important to us, I can connect you with our ************ manager to review your account personally and discuss possible resolution options, including a credit or refund if appropriate.

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23171479
  
  I am rejecting this response because: First of all, I am absolutely frustrated to take even more time to write a rebuttal. You state that you share my concerns; six months of waiting for any kind of appointment is insane. I want others out there to see this and be warned. We want our $94.99 to be credited back to our credit card for reimbursement. Once again, I still haven't heard anything from your company even after I reported this. At this time, I don't care to hear from anybody from your company. I just want a full refund. **** *****
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 04/23/2025

  Dear Mr. **************** want to assure you that this is not a scam, and we take your accusation seriously. We provided the tune-up service you paid for last July, and we have photographic evidence to support this. At that time, you purchased a ************* membership. During our follow-up visit in January, our technician discovered a blower motor issue that could potentially lead to future complications. That is part of our maintenance agreement service. It is our technicians responsibility to inform you of such findings.
  
  You were not charged for this visit, and we provided you with multiple estimates for your consideration.
  In good conscience, I cannot issue a refund for a service rendered a year ago, especially since you were not charged for our January visit. We value your business, but we cannot provide our services without compensation.
  
  Thank you for your understanding.

• Initial Complaint

  Date:11/04/2024

  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.

  I reached out to Best Care Home Services on July 24th, 2024, to see about getting services. I went through the finance option. I was approved for a certain amount. I got a letter in the mail stating I was denied for an increase. I never requested the increase. This cause 2 hard hits on my credit report which drop my score a great deal. On July 25th, 2024, Best Care Home Services installed a new HVAC system into my home. They also did some repairs on the duct work. I was not home when the installation was completed, however my son was. My son called me so that i may speak with the tech that was there. The tech told me that he was done with the job and he left the manual for maintenance with my son. I asked him what size air fliter I needed, and the tech provided the information. The next step should have been an inspector to come out and inspect the unit. I reached out to Best Care Home Services due to my utilities company sending me a letter that I had a water leak. I found water running out of my air vent. This made me remember the inspection was not done. I called the company for them to see why water was running out of my wall air vents and why the inspection hasnt taken place. Tech was dispatched to my house to repair the water running from the wall vents. ************* told me vents were needed installation and the tech would be back the next day. ************* stated that my inspection was never scheduled and the person who handles that was not available and would call me back. I called back the next day to follow up on the inspection. ******* told me my unit would not pass inspection. When I asked why. She said I need an electrician. I was asked why wasn't I informed about this before or after the install. Why did i have to call you on 10/30/24 to find out. When will i be refunded for these fees for the inspection? She said I had to speak with her supervisor. I still have not heard back from anyone at Best Care Home Services.

  

  Business Response

  Date: 02/13/2025

  Thank you for providing your feedback. We appreciate your communication regarding this matter. Upon receipt of your complaint, we identified some discrepancies. To begin, we provided you with a quote for a new system, which amounted to $17,841.44; however, you financed $13,890. Our records indicate that we only conducted a single credit inquiry, and therefore, we cannot assume responsibility for your claim that it was processed twice. There is no documentation of such an occurrence in our system, and it is our protocol not to run a customers credit report more than once.
  
  Regarding the inspection, we reached out to you both on-site and via telephone to inform you that the *** pipe covering your electrical wiringwhich was present prior to our installation jobdid not comply with code requirements and would not pass inspection. We recommended that you consult an electrician for the necessary modifications, and we understand you declined to cover this expense. Please note that our expertise lies in **** and plumbing; we are not qualified electricians and, therefore, cannot rectify this issue for you. However, we did offer to send our sub-electrician out to give you a quote at a better price and you refused.
  
  Regarding the leak you discovered, it refers to a slab leak that was not present at the time of the **** system installation. Slab leaks can occur for various reasons; however, our records indicate that such leakage did not exist during the installation of your system. We have qualified plumbers ready to be dispatched to address this issue, but it would require a separate service request with an associated service charge. We have multiple photos and videos related to this job and would be more than happy to share those that support our assessment of your home.
  
  Thank you for your business. We recognize that household issues often occur at the most inconvenient times. Rest assured, our **** installation was completed correctly. We are happy to obtain the permit and arrange for an inspection. However, please understand that, as we mentioned, the *** issue needs to be addressed first; otherwise, it will not pass inspection. 
  
  

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22510226
  
  I am rejecting this response because:  Your statement is incorrect.   You did not speak to me onsite.  I was not present when you did the installation.   I contacted you in October,  becuase the inspection had not been scheduled.   Can you please provide me the proof that you spoke with me on-site and time you called to inform me that it would not pass inspection.  I spoke with your technician, via telephone,  when he had to return in October to put installation in my air vents.  This should gave been done in July not October when the unit was first installed.   He apologized for not informing me about needing an electrician to have the unit pass inspection. I have the utility bill to prove that the leak started the day you installed the unit.  I did not decline to have an electrician to come.  I left you a message and STILL HAVE NOT HEARD BACK FROM YOU, asking what specs I needed.  As far as the credit report, I was interested in getting the air unit along with a new hot water heater.  Per the finance company, you requested an increase in the amount I was approved.  Therefore, they ran my credit twice. 

  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:05/23/2024

  Type:Sales and Advertising 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.

  They came out for my AC I called American Home Sheild they sent them repaired the ecoil said I had to pay 2600 dollars for Freon and some other things worked 1 day came back out said my compressor was grounded my problem is that why did they put Freon in a compressor that wasnt any good did they check it so now am out of money and had to get a new compressor just took my money

  

  Business Response

  Date: 05/23/2024

  This customer's warranty company has denied coverage on the compressor due to secondary damage caused by running the unit with no refrigerant due to a leak in the evaporator coil. There was no way to know that the compressor would fail once the evaporator coil was fixed. The warranty company makes all coverage decisions. We have to abide by what they tell us.

  Customer Answer

  Date: 05/23/2024

  Why you didnt check the compressor when you came out if it was already bad why did you put Freon in it 

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21751230
  
  I am rejecting this response because: Why you didnt check the compressor when you came out if it was already bad why did you put Freon in it 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/23/2024

  We acknowledge that we replaced the evaporator coil and collected the out-of-pocket expenses that represented what the warranty did not cover regarding the replacement. However, as previously stated, the compressor failed because the unit was run without refrigerant until the evaporator coil was replaced. When we reported this to the warranty company, they denied coverage for the compressor due to secondary damage caused by running the unit with no refrigerant. There is no way we would have known the compressor would fail until the evaporator coil was replaced. The evaporator coil would have had to be replaced regardless because it was leaking. The compressor now needs to be replaced but the warranty company has denied coverage for it. Once the compressor is replaced, the unit will run as designed. 

  Customer Answer

  Date: 05/23/2024

  So what about the out of pocket for Freon that I paid for you just took my money and you think thats ok 

  Customer Answer

  Date: 05/23/2024

  What about the Freon I payed for and could not use I guess thats just my loss

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21751230
  
  I am rejecting this response because: What about the Freon I payed for and could not use I guess thats just my loss
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/24/2024

  The refrigerant you paid for is still in your system and once the compressor is replaced, your system will run. We would be happy to provide you with a quote to replace the compressor. 

  Customer Answer

  Date: 05/24/2024

   I have a new compressor now No thank You just go and bet someone else out there money 

• Initial Complaint

  Date:05/16/2024

  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.

  On 5-6-24, ********************** performed an annual preventive maintenance. I chose this company due to the advertisement I saw on a commercial on television. Which included preventive maintenance inspection and 2 pounds of Freon free. The total charge for the preventative maintenance was $79.99. However, after maintenance was completed, my unit was deficient in Freon. The company refused to honor the 2 pounds at no cost. A call was placed to leadership. Call was not returned. The advertisement didnt have stipulations listed on the commercial.

  

  Business Response

  Date: 05/17/2024

  When our technician evaluated ******************** system, he found several issues with the unit. The most severe was a leak in the evaporator coil. **************** had told our technician that he has to have refrigerant added every year to this system. The unit is a sealed system and shouldn't leak unless there's a major failure, such as a leak in the evaporator coil. A unit might need to be "topped off" from time to time if regular maintenance is performed and gauges are taken on and off the condensing unit. This is normal. According to EPA guidelines, we cannot add refrigerant to a system with a known leak. We thoroughly inspected this unit for the charge of $79.99 and provided a thorough analysis and diagnosis of the unit.The evaporator coil needs to be replaces prior to adding anymore refrigerant to this system. 

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21722921
  
  I am rejecting this response because:

  This Is true, I have a leak that needs addressing. However, your commercial did not state if there was a leak Freon would not be honored. Therefore, your commercial is misleading. Its a scam to lure customers to your company. A normal functioning unit will never need Freon, only a leaking unit. Your company is aware of these terms, but continue to advertise with false intentions. A photo of the terms advertised on the commercial is attached.

  
  Sincerely,

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

   

   

   

   

  

  Business Response

  Date: 05/18/2024

  A unit can in fact require refrigerant for the reason I stated in the previous response. However, we cannot add refrigerant to a system with a known refrigerant leak, which apparently you were aware of when you booked the appointment as you stated in your initial call that you have to get refrigerant added every year. I apologize that you are not pleased with outcome of your services, however, we cannot put our license at risk to add refrigerant to your system. We did fulfill our promise of a $79 tune-up and provided you with a detailed diagnosis of your unit. 

• Initial Complaint

  Date:11/08/2023

  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.

  June/2023 this company charged me ******* for a New water heater and updated plumbing in my home. When the hot water heater was installed, no supervisor or anyone came to my home to ensure everything was installed correctly. August of 2023 my ceiling in my dining room caved in directly beneath the location of the newly installed hotwater heater. A phone call was placed to this company and no one followed up. A second phone call and text was sent by me (customer) in October/2023 to *****. November/2023 ***** (original salesman) dispatched the same technicians out to my house to look at their work. Technicians discovered that they improperly installed the water lie which was leaking and caused the damage to my ceiling. They explained that a *********************** would be out to my house to repair the ceiling.I am in receipt of a text message where the company promised to fix my ceiling; however, I sit with no resolution and a damaged ceiling that is the result of poor work. No one will return my phone call regarding this. This is horrible!!!!

  

  Business Response

  Date: 11/10/2023

  The small taped area of damage caused by the recent leak was not caused by the installation of the new water heater. On November 1, our installer found two separate pin-hole leaks in the copper on the hot side of the water heater. That copper is not part of the replacement of the water heater and the pin-hole leaks were not present at the time of the installation. No one from our team told ************************ that the water heater was installed incorrectly. He had a verbal discussion with our Comfort Advisor who he called on his cell phone on November 1 (the first and only time we were advised of a leak) and advised him that our office would be sending the installer out to determine the cause of the leak and if it was deemed to be caused by our installation, we would send our contractor ***** out to repair the damage. The installer went out that same day and at no time advised ************************ that the leak was caused by the installation. He also replaced the bad section copper at no charge to ************************. We'd be happy to go back and charge him for that repair in the amount of $350 since no good deed goes unpunished. He has also had multiple conversation with our Plumbing Manager, both in person and by phone, during which he was again made aware of the cause of the leak. Our office records all inbound calls and we did not have any calls from **************************** phone number during the entire month of August. 

  Customer Answer

  Date: 11/10/2023

   
  Complaint: 20842786
  
  I am rejecting this response because: the narrative provided contains inaccurate information as whoever typed this was not present at the time of interactions between myself and staff who have been in my home. We  respectfully reject the suggestion to add $350.00 to an already $2500.00 price tag for a hot water heater.  Please allow the record to clarify the following and put us in touch with members apart of the senior leadership team of this company. 

  1. Best ********* Home was paid $2500.00 to replace an old water heater in my home. *****, the salesman assessed the water heater and plumbing prior to the installation of a new hot water heater being installed. Because the drain pain was full of water (the old water heater) we were told that all new plumbing was needed. Thus, $2500.00 for a new water heater. 

  2. Prior to the installation of the new hot water heater, ***** did not nor did the technicians make me aware of any pin holes. I was not provided nor have I signed any paperwork that suggest otherwise. The ceiling was was in perfect condition and as verified by three people on your staff, the portion of the damaged ceiling is located directly underneath where this company installed the new water heater. We have spoken to staff there but have never received a phone call back. 

  3. No one from BestCare came to inspect the hot water heater after it was installed in late June. Whose job is it to ensure this was handled? We ask because we would have been made aware----had our expectations properly set.... and at least an opportunity if it costed more to replace anything defective as we were purchasing new equipment. 

  4. The technicians DID admit improper installation because they were the same technicians who installed the hot water heater in late June. As such, we were told that they were repairing the part at no charge and that *********************** would call us to repair the ceiling. We are in receipt of the complete record of the text conversation also verified by salesman, ***** at *************

  In conclusion, we ask that the BBB advise next steps to protect consumers like us who are being overcharged for services that ARE NOT the best at all! No trust in this company. The customer service is poor and there is little company accountability after a 200%+ markup on a water heater did not provide a solution; rather, it has left our home damaged. For us to be told that we could be charged an additional $350.00 for bringing this concern to light is definitely not good. 

  Please put us in touch with someone else from this organization in senior leadership as soon as possible. 
  
  Sincerely,
  
  ***************************************

  

  Business Response

  Date: 11/10/2023

  Our installers absolutely did not tell him that the leak was due to improper installation. There were pin-hole leaks in the copper. They were not present at the time the water heater was replaced or we would have seen water leaking. Had we seen that, we would have advised ************************ accordingly and offered him a price to repair. It is not part of the water heater installation to replace that copper line. He was also not truthful about calling our office in August as we record all inbound calls. When he called ***** on November 1, ******************* him that he would ensure someone would come out and investigate the leak, and if found to be due to the installation, we would absolutely take care of it. It was not. 

  Customer Answer

  Date: 11/13/2023

  We are asking BBB to intervene as we seek to resolve how ********* has taken advantage of us as consumers. If you all read the thread here, the company charged us ******* for a hot water heater and plumbing. No one from their office ever came to inspect the job and subsequently our ceiling directly beneath the hot water heater became damaged. *****, manager for ************** as well as other staff members came out and identified the error and fixed the root cause of the issue. In a text message, we got a promise to fix the ceiling. Now, the company is ignoring their commitment and threatening to charge an additional $350.00. Please see history of communication thread and photos of damage as well as a copy of the text message from **************. 

  We are asking that the BBB help us resolve this matter with *******************, CEO of **************. 

  Customer Answer

  Date: 11/13/2023

   
  Complaint: ******** has been forwarded to BBB for further review.
  
  

  

  Business Response

  Date: 11/20/2023

  We are not threatening to charge an additional amount of $350. We only stated that we repaired the root cause of the leak, which was unrelated to the install, at no charge to the customer. We would normally charge $350 for this type of repair. We never stated that we would charge THIS customer an additional $350. The text message to which the customer is referring was sent to the Comfort Advisor prior to anyone coming to the home to determine the cause of the leak. In a phone conversation, the Comfort Advisor told the customer that if we determine the cause of the leak was due to the installation, we would absolutely take care of the ceiling repair. The leak was not due to the installation and therefore, we are not repairing the ceiling. The attached text message lacks context. 

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20842786
  
  We are rejecting this response because: In this BBB communication thread, the system shows evidence that On 11/10/23 at approx. 10:21 AM, ************** stated, "We'd be happy to go back and charge him for that repair in the amount of $350" Please do not take advantage of an honest customer who is not requesting any monies for damages. We are requesting for ************** to deliver on their promise to fully correct an error that was a result of their inaction and promised work. Additionally, we reject this response as the information contained in rebuttals are untrue. Text messages attached to this response, will clear up that ***** was aware that the guys came out, identified the error that they made, and repaired the part they broke. Staffers promised that **************'s contract-*********, a ***********************, would return to complete the damage done to the ceiling directly beneath the hot water heater that was installed.

  It is important to note that *****, salesman for **************, told us that prior to the installation of the new hot water heater in June 2023, that there was no evidence of an inspection from the previous hot water heater installation. ***** made a sale with me as he shared with that without an inspection/permit my home owners insurance would not cover the cost for a new hot water heater so he recommended that I get a new one resulting in a ******* charge for a new hot water heater/plumbing. Now, with no inspection as verified by *****, manager, ************** services, no inspection was done-- we remain with no paperwork, and aright back at square one as ***** reminds us that we cannot file an insurance claim on this work either: no inspection/permit, etc.
  
  Now, we  humbly request that Best ***************** the ceiling as they acknowledge the root cause of the problem during a recent inspection less than thirty days ago but months after the ******* job was supposedly completed with the promise that ************** lives up to its core values which do not state leaving customers holding the bag- being totally taken advantage of. 

   Superseding  Issues:

  Poor installation
  No inspection 
  Damaged ceiling on behalf
  Of **************. 

  Questionable customer service

   Being taken advantage of as consumer with rights. 

  Please resolve this matter immediately. 
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:07/24/2023

  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.

  On May 15, 2023 Best Care Home Services *********************************************************************** Came to my home because I did not have any working air conditioning.Best Care Home Services came to my home to put in a new air condition compressor (BHCS words).on July 10, 2023: I paid them $2100 out of pocket and I have a American Home Shield warranty. On Wednesday 07/12/2023 the the air condition compressor stopped working. I called and asked American Home Shield what type of air condition compressor did they order because Best Care Home Services told me that who ordered and warranty the equipment. I was told by American Home Shield that was not correct because Best Care Home Services requested to order the parts themselves. The repairmen came back out on July 17th and @ that time I was informed that a used or refurbished air condition compressor was order and installed by Best Care Home Services and that is why it only worked for two days. I have requested that American Home Shield .replace the equipment with a true air condition compressor on the 17th. Best Care Home Services did not update the work order with American Home Shield so this could happen until today 07/24/2023. I am a senior citizen and I need my $2100 back from Best Care Home Services. So, I can buy a NEW Air Conditioner from a TRUSTED service provided. Best Care Home Services have have me without air conditioning the last two months. They are not reliable or trustworthy. I need my full refund so I can move forward and get me some air conditioning in my home I have been trying since May 15, 2023

  

  Business Response

  Date: 07/24/2023

  The compressor installed was the very same compressor that American Home Shield would have ordered, had we requested them to do so. We have provided information back to American Home Shield that we need to replace this compressor and will do so upon the appropriate authorization. We will not provide a refund because we need to warranty the part we put in. We will make every effort to expedite the request. 

• Initial Complaint

  Date:07/21/2023

  Type:Order 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.

  I have contacted Best Care Home services 4 times to cancel a contract and they continue to automatically bill me through my checking account each month. I disputed the charge through my bank last month. This company was supposed to be maintaining my a/c. The last time they came out, they said the coil hose needed to be replaced and I would need freon replaced. According to them, it would need 10 lbs of freon at ****** lb. I called another company, who not only had to clean the unit which they were supposed to do, but told me I had too much freon and the unit only holds 8 lbs to start with. I am a widow, and companies like this that take advantage of people should not be allowed to stay in business. I called again yesterday because once again, they have charged my checking account for a contract I have been trying to cancel for 2 months. I was told the same thing as before.........they would take care of it. I hope other people who are unaware of their business practices find out what kind of company they are before investing money that is not necessary.

  

  Business Response

  Date: 07/21/2023

  We have canceled this maintenance agreement effective today. This customer is due a refund of $26 and that will be mailed by check. 

  Customer Answer

  Date: 07/24/2023

  I recd a voice mail today from ***** at ********* saying that my contract with them was not up until November so I had to continue to pay.  I do not think I should pay for their service due to the fact that the last maintenance was not properly done and an expensive repair they said that was needed in my air conditioner was Misdiagnosed and there was no problem at all except they had not closed off valves that would cause Freon to leak.   I understand we are not talking about a lot of money here, but I should not be responsible for their lack of service and knowledge.  

  Customer Answer

  Date: 08/05/2023

  I rec's an email to go to the portal  that there is a new message, and they are waiting for a response, but I cannot locate a response.My last communication was sent to the BBB on July 24 and I do not see any response to it.

  Customer Answer

  Date: 08/17/2023

   
  

  From the CONSUMER:

  Sent 7/24/2023 5:45:19 PM

  Read by ************************************************************** on 8/3/2023 3:58:43 PM

  I recd a voice mail today from ***** at ********* saying that my contract with them was not up until November so I had to continue to pay.  I do not think I should pay for their service due to the fact that the last maintenance was not properly done and an expensive repair they said that was needed in my air conditioner was Misdiagnosed and there was no problem at all except they had not closed off valves that would cause Freon to leak.   I understand we are not talking about a lot of money here, but I should not be responsible for their lack of service and knowledge.  

  From the CONSUMER:

  Sent 8/5/2023 10:20:25 AM

  I rec's an email to go to the portal  that there is a new message, and they are waiting for a response, but I cannot locate a response.My last communication was sent to the BBB on July 24 and I do not see any response to it.

  
  

  

  Business Response

  Date: 08/17/2023

  The maintenance plan has been canceled and a refund check for $39 will be put in the mail today.