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:08/25/2024

  Type:Product 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 gave a $2,000 deposit down but did not get approved for the loan for air conditioning as I anticipated on July 1, 2024. I was going to request for my deposit back but phone lines were down due to the hurricane that hit I assume. So when phones turned back on I gave them a phone call to see if I could get my deposit back in which they said yes. I’ve patiently waited two more weeks, called again, but still have not received my deposit back. I would like to try to get my deposit back.

  Customer Answer

  Date: 09/12/2024

  Better Business Bureau:
  
  This letter is to inform you that Gilbert's Air Specialists has NOT carried out satisfaction response. I still have not received my refund or a call back to let me know my money is on its way back to my account which is unfortunate because I was hoping to work with them in the future but realized the trust is lost. After waiting at least 6 weeks with additional ‘Lead time’ from August 1, 2024 I decided to call my bank and asked for a refund in which they were able to get my money back in one day. I don’t think they’ll dispute as no work was done per not getting approved for a loan to begin any work. 
  
  Regards,

  Veronica Mireles 

• Initial Complaint

  Date:08/19/2024

  Type:Customer Service 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.

  Had a new HVAC system installed on July 11 or 12, 2024. No warranty materials, product registration, or owners manual were provided at that time. Numerous calls were not returned though detailed messages were left requesting these materials. I have exact dates and details if needed. I would appreciate any assistance you can give in this matter.

  Business Response

  Date: 08/21/2024

  Subject: Response to BBB Complaint - Case #********
  Dear Better Business Bureau,
  Thank you for the opportunity to address the concerns raised by Ms. Shelley **** regarding the installation of her new HVAC system by Gilbert's Air Specialists.
  We take customer satisfaction very seriously, and I would like to offer our sincere apologies for the delays and communication issues Ms. **** experienced. We understand the importance of promptly providing warranty materials, product registration, and the owner's manual to our customers.
  Upon receiving the correct serial numbers from Ms. ****, we were able to complete the registration process for her HVAC system. I’m pleased to confirm that we successfully secured a 10-year parts warranty as part of this registration. All final documents, including the registration certificate and owner’s manual, have been thoroughly reviewed and sent to Ms. **** via email.
  We regret the inconvenience caused by this delay and have taken steps to improve our communication and follow-up processes to prevent such issues in the future. Ms. **** now has all the necessary documentation, and we are committed to ensuring her continued satisfaction with our services.
  Please feel free to contact us if you require any further information or if there are additional steps we can take to resolve this matter.
  Thank you for your understanding and assistance.
  Sincerely,
  Lee ******
  General Manager
  Gilbert's Air Specialists
  713-512-5030

  Customer Answer

  Date: 09/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  Regards,
  
  
  I sent the following text to Mr. Lee ******, General Manager of Gilbert's Air Specialists, on August 23, 2024:
  
  "Mr. ******,
  
  Chris Coats was authorized to negotiate with HVAC companies on my behalf.  He is not an owner of, nor does he have an interest in, the HVAC unit you installed at my house. Your people were well aware of that.  He and I are not married and do not live together. We have gone out of our way to ensure that we do not represent ourselves as a married couple. Only I signed the loan document.  Therefore, I request that the product registration be changed to reflect myself as sole owner.  If you need to hear from Chris, that's not a problem.
  
  Sincerely,
  Shelley ****"
  
  To date, Mr. ****** has not responded.  I thought, based upon my correspondence with BBB, that you wanted me to deal directly with him.  If I was in error, I apologize, but, as you can understand, I cannot accept a product registration which describes the equipment owner as "Chris Coats and Shelley ****."
  
  Please let me know if you have any questions. Thank you for your ongoing assistance in this matter.
  
  Sincerely,
  Shelley **** 
  
  
  
  
  

  Customer Answer

  Date: 10/09/2024

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

  This dispute has been resolved. Thank you for your assistance. 

  Sincerely,

  Shelley **** 

  
   
  

• Initial Complaint

  Date:08/12/2024

  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.

  My complaint is with service to a system they sold me. The original install was done a couple of years ago. The installers where a young crew that made some mistakes but we got it finished. The current problem is around warranty work with why the unit will not start. They came out before and tech replaced one capacitor but said it needed both and never returned. Now the compressor will not start again. I called on Sunday the 11th and they said someone would be out Monday the 12. No call no show and will not return my calls.

  Business Response

  Date: 08/16/2024

  Subject: Response to Complaint ********

  
  Dear BBB Representative,

  
  Thank you for bringing this matter to our attention. We take all customer concerns very seriously and are committed to resolving them promptly and effectively.
  Regarding the complaint filed by Danny ****, we regret that the service provided did not meet their expectations, and we sincerely apologize for any inconvenience caused.

  
  To address the concerns raised:

  Original Installation: The installation of the system was completed a couple of years. While there were some initial issues, we worked with the customer to ensure the installation was completed to their satisfaction.

  Current Warranty Work: We understand that the customer contacted us regarding an issue with their unit not starting. A technician was dispatched and replaced one capacitor under warranty and noted they could invest in another one.  Unfortunately, it appears that the follow-up service was not completed in a timely manner, and for that, we apologize.

  Missed Appointment: The customer called on Sunday, August 11th, and was told that a technician would be out on Monday, August 12th. Regrettably, there was a failure in communication, leading to a missed appointment and unreturned call. We understand how frustrating this situation must have been for the customer.

  
  We are pleased to report that this matter was fully resolved on Tuesday, August 13th, 2024. A technician visited the customer's home, replaced the necessary parts, and ensured that the system was functioning properly. We have since made internal adjustments to our scheduling and communication processes to prevent such issues from occurring in the future.

  
  We deeply value our customers and are committed to delivering high-quality service. We appreciate the opportunity to resolve this situation and restore the customer's confidence in our company.
  If there are any further concerns or if additional information is needed, please do not hesitate to contact us.
  Best regards,
  Lee ******
  Gilbert’s Air Specialists
  ************

  Customer Answer

  Date: 08/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:09/11/2023

  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.

  April 26, 2022, contract date $ 22,739.00 already paid New AC installation Incompletion of installation of AC No resolution as of this date. The contract states completion of 6/2022 Advertisement seen on Google Website :

  Business Response

  Date: 09/28/2023

  We need your assistance in resolving an awkward situation. Summed up, the complainant will not allow Gilberts to complete the job. Indeed, the complainant told Gilbert they “will get another contractor to finish the job.”
  Under Texas Law, Gilbert’s must be afforded an opportunity to cure any alleged defects; otherwise, we are not responsible for any costs incurred to cover. If that were not enough, the parties already agreed to the same. Specifically, on September 12, 2023, the claimant agreed to allow Gilbert’s to Install 2 additional HVAC systems at our expense ; and therefore, the claimant is estopped from reversing course.  Notably, Gilbert’s relied on claimant’s promise to allow Gilbert’s an opportunity to finish the project in a good and workman-like manner by purchasing, on September 12th,  the very two HVAC Systems, Gilbert’s offered, and the claimant accepted, that same day. Gilbert’s remains ready, willing, and able to fulfill its obligations to the complainant and looks forward to an amicable resolution. 

• Initial Complaint

  Date:09/06/2023

  Type:Customer Service 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.

  We have tried to reach out to Gilbert Air Services but no response or return call. We paid for repairs that didn’t happen. Additionally the technician that diagnosed the problem is really a sales guy and promised that you unit was fixed. Gilbert Air Services refusing to communicate and provide information and documentation. Someone needs to call back especially based on the payments made with no repair.

  Customer Answer

  Date: 09/07/2023

  Better Business Bureau:
  
  This letter is to inform you that Gilbert's Air Specialists has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/6/2023 and assigned ID *********
  
  Regards,