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:08/19/2024

  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 07/25, AHS, America Home *****, a home warranty company sent Sirius Tech to check our Carrier Unit that trips the breaker. Come to find out he wrote the paperwork in a way so I would have to pay it instead of AHS. ($2500 for a Evap Coil....Robbery! and AHS said I needed Code Upgrades) I read other reviews on AHS and Sirius and they have a history of this.(GOOGLE REVIEWS) I have had nightmare dealing with AHS on this going back to July 3. Its now July 25 and this was the last straw. Im filling complaints and bring a case to TDI and ********** of Licensing. Im also going to file BBB complaints as well as reach out to the Texas Attny General to file Fraud via Service and Warranty denied claims. (Deception Sales Practices)1, The **** was keeping my Home COLD for the last 4 years. 2. It was only tripping the breaker. 3. The **** was inspected by a third party, and it shows "intentional damage". 4. Sirius nor AHS has attempted to make things right. 5. I filed complaints and Im almost ready to file a criminal complaint with the colony police for the intentionally damaged coil.6. Both Parties want me to pay $2500 for work prior to any warranty work. (the Core to the scam) 7. No DETAILED estimate of work describing $2500 worth. No DETAILS on the receipt. No PARTS, LABOR or DETAILED COSTS. This business needs to be investigated, and licenses revoked.

  

  Business Response

  Date: 08/26/2024

  On July 23, 2024, Sirius Plumbing & Air Conditioning was contracted by American Home Shield to service ********************** home. A Sirius Plumbing & Air Conditioning technician arrived on July 25, 2024. The work order indicated the unit was not cooling. Based on the diagnoses, American Home Shield requested Sirius Plumbing & Air Conditioning to call their ************************. 
  
  The ************************ determined that $2538 was not covered, per ********************** warranty agreement with American Home Shield. ****************** declined to have Sirius Plumbing & Air Conditioning perform the work. 
  
  As far as Sirius Plumbing & Air Conditioning's involvement, this matter is closed based on the agreement between ****************** and American Home Shield. Any other dispute should be between ****************** and American Home Shield. 

  Customer Answer

  Date: 08/26/2024

  I am rejecting this response because:   AHS has forced me to use Sirius to repair the job. So i have no choice in the matter: if they want me to pay $2500 so be it. I have installed cameras in my home and attic and i expect the job to be done right and according to the terms of the contract. Both AHS and Sirius have me in the corner and Im being forced to comply per the terms. So, now it up to them to do the job. Everything is being recorded. 

  

  Business Response

  Date: 08/27/2024

  We are happy to perform the job for ****************** and thank him for the authorization to move forward. We will follow up with ****************** today to complete the paperwork and to collect payment. 

• Initial Complaint

  Date:11/17/2023

  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.

  Plumber came to my home yesterday. Stated that my water heater failed and they need to replace it. stated that AHS would cover it. spent 7 hours working on unit, left and unit still does not work correctly and water is leaking everywhere. I still have no hot water running in my home and yesterday alone had several 100 gallons of water released out the water heater to an evacuation line, thus costing me additional water costs as well. today I got a call at 830 saying a plumber would be to my home but 9 hours later no one has shown up to the home. in addition I was told by AHS that **** of the bill would not be paid by them as they are modifications but the plumber did not modify anything outside of adding the thermal expansion tank, which was $300. I don't understand why I am being billed **** in modifications when clearly this is a like for like replacement of a water heater.

  

  Business Response

  Date: 11/20/2023

  The customer asked for our team to finish the job correctly and submit the correct bill to American Home Shield [AHS]. The job was completed on Saturday, 11/18/2023, and we offered the customer a reduced price, saving them $256.00.  

  Customer Answer

  Date: 11/27/2023

  I am rejecting this response because:   Business is correct they did finish the work, however it took over 3 days when it should have been a one day job.  My request to the business please provided me a full itemized bill on what the cost would have been if AHS was not involved with the work including cost of water heaters.  I needed an itemized breakdown of all the work to understand what discount I was getting by this work being delay.  Once received I will clear this BBB complaint.  thx 

  

  Business Response

  Date: 11/27/2023

  We were contracted by American Home Shield to do work at the customer's home. Our confidentiality agreement will not allow us to honor the customer's request for more detail. Any further breakdown by American Home Shield would need to come directly from them. We have been instructed by American Home Shield to direct the customer to their customer service department at ************.

  Customer Answer

  Date: 11/27/2023

  I am rejecting this response because:   I need an itemized breakdown of the work done at my home.  I don't understand why that can not be provided.  Please call me to discuss why.  thx

   

  

  Business Response

  Date: 12/04/2023

  Hello, we have spoken today (12/4/23) with **************** and he told us he would be contacting you about this complaint and confirming that it has been resolved. Can you please confirm if he has contacted you? Thank you!

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

  Sirius Plumbing & A/C, Inc.

  Customer Answer

  Date: 12/06/2023

  Resolution has been resolved.  Work has been completed. Business has promised to send an itemized full break down of the cost to do the work per my request.  old Water heaters when ready will be picked up as company has been paided by AHS to do that work.  

• Initial Complaint

  Date:08/09/2023

  Type:Product 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.

  As directed by American Home Shield, on Thursday, August 3, a tech came out to repair my AC. He replaced a capacitor but said I needed a fan motor and that it would probably be some time "next week" when they could get it. I told the tech this was urgent as the indoor temps were 98' upstairs and 95' downstairs and my 86-year-old father lived with me. While the tech was at the door, my daughter pulled up online several businesses in the area with the part but he said there was nothing he could do and left after ten minutes. Consequently, we had to move to a hotel. On Monday morning, I called American Home Shield to get the *** and was told it would be two weeks! I called Sirius and was told by ******** (?) that a Manager would call me back. By 5:30, no one had called. I therefore called Infinity Air Conditioning who had the part and agreed to come out at 8:30pm (Monday) to fix it. Upon arrival, he said the fan motor was fine--the Sirius tech failed to turn on the power after installing the capacitor! He said had it stayed to allow the unit to cool down and turn on the power, it would have turned on. Tuesday morning, I returned home and after three nights in a hotel at two nights at a family members home. I spoke to both AHS and Sirius Tuesday morning giving them an update, furious to say the least. Interestingly enough, at 3:0pm, I received a call from Sirius that the part arrived. Again, I went over the story and how the Manager was supposed to call me yesterday! She replied, Would you like to talk to the Manager now? Dumbfounded, I responded, yes! *************************, the Service Mgr, got on the phone and againI went over the story and I reiterated I expect to be reimbursed the attached $492 UNNECESSARY hotel bill. He said he would get back to me and 24 hours later (Wedn pm), I havent heard anything from him. I am extremely disappointed their service and communication and would NEVER recommend Sirius to friends and neighbors. Bad, bad company!

  

  Business Response

  Date: 08/11/2023

  We, as Sirius Plumbing & Air Conditioning, were contracted by American Home Shield on August 3, 2023 to service ********************************************************************* and arrived onsite the same day. The work order indicated the unit was not blowing air. Our service technician replaced a capacitor [at no charge to the customer] and informed the customer that he needed to return with a new fan motor, to get the unit fully up and running. The service technician informed the customer that the outdoor unit was intentionally left off, to prevent any further damage to the unit.  We placed an order for the motor on August 3, 2023.  On August 7, 2023, we were informed the fan motor was on backorder, which led us to search for it elsewhere. On August 8, 2023 we were able to pick up the motor from another provider, but when we attempted to schedule the technician's return, we were informed the customer was no longer in need of service. We are declining the $492.00 refund request, as the customer was not charged for our service. As a contractor for American Home Shield, we are expected to follow specific guidelines and all guidelines were met.