ComplaintsforAbacus Plumbing, Air Conditioning & Electrical

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  THIS COMPLAINT IS THAT ABACUS ELECTRICAL CHARGED US $9,316 FOR A HARMLESS SPARK. On Jan 18, a small light wouldn’t go off in our washer so I unplugged and plugged it back in. The outlet sparked. I contacted ABACUS based on their advertisements on the radio and on the web of honesty, integrity and respect. https://www.**************************************** An ABACUS electrician on 1/18/2024 tested the outlet and said the problem was outside and that our breaker box was was a house fire hazard and must be changed ASAP . This scared us, we are in our 80s and can't afford to lose our home. He said that his price $9,316 was 25% below market On 1/19 a different ABACUS electrician came and replaced the box in about 4hours In early February the washing machine gave us the same problem, so I unplugged and plugged it back into the very same outlet IT SPARKED AFTER WE HAD PAID $9,316 FOR A NEW BOX. This made me suspicious and I researched the issue and I found that THE PROBLEM WAS THE WASHER, REACTING WITH THE INSIDE OUTLET AND THAT THIS SPARK WAS NATURAL AND HARMLESS. I NEVER HAD HAD ANY PROBLEMS WITH MY OUTSIDE BOX. I ALSO PRICED THE EATON MATERIALS THAT THEY USED AT HOME DEPOT WHICH WERE LESS THAN $800 AT RETAIL PRICES YET WE WERE SOLD A SERVICE FOR THE EXORBITANT PRICE OF $9,316 FOR SOMETHING THAT WE DIDN’T NEED AND THAT ONLY TOOK ABOUT 4HRS AT AN HOURLY RATE OF MORE THAN $2,000 AND LESS THAN $800 IN MATERIALS TO COMPLETE. I contacted ABACUS on 2/13 and related my issues and my findings . Their ELECTRICAL division held that their price was appropriate and considered the matter closed.

  

  Business response

  02/21/2024

  Dear Mr. *******,
  
  Thank you for bringing your concerns to our attention regarding the recent service provided by our company. We appreciate the opportunity to address the issues raised in your Better Business Bureau complaint.
  
  Upon conducting a thorough assessment of the electrical panel at your residence, it was evident that the existing panel, dating back to 1992, was beyond its typical lifespan of 20 years, even with proper maintenance. Notably, we observed a cracked and broken plug, a condition that poses significant safety risks, potentially leading to sparking and electrical hazards. It is industry standard for breakers to trip in such instances for safety reasons, yet the panel's inability to do so raised serious concerns.
  
  Given the age and condition of the panel, we deemed it necessary to recommend a replacement to ensure the safety and functionality of your electrical system. To facilitate your decision-making process, we provided you with four separate estimates outlining various solutions to address the identified issues comprehensively.
  
  Following your approval, our licensed technician performed the installation with meticulous attention to detail and adherence to safety protocols. We retained the ground rod from the previous panel, as it remained in proper working order, while also installing an additional ground rod for the replaced panel, further enhancing the system's safety and effectiveness.
  
  Furthermore, we want to reassure you that all necessary permits were obtained, and the installation underwent rigorous inspection to meet and exceed regulatory standards. As part of our commitment to transparency and accountability, we promptly shared detailed photographic documentation with you, along with the estimate that you signed, both before the commencement and upon the completion of the work.
  
  We take pride in the professionalism and expertise of our team, and we stand behind the quality of our workmanship. Please rest assured that we remain fully committed to addressing any lingering questions or concerns you may have regarding the recent service.
  
  Thank you for your attention to this matter, and we look forward to resolving any outstanding issues to your satisfaction.
  

  Customer response

  02/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action does not resolve my complaint.  
  Regards,

  
  I ENGAGED ABACUS BECAUSE MY WASHER SPARKED WHEN I PLUGGED IT BACK IN THE OUTLET.  I DIDN’T CALL FOR AN ASSESSMENT OF MY BREAKER BOX.   IT WAS WORKING FINE AND I NEVER HAD TROUBLE WITH IT.

  
  THEIR TECH   CREATED THE NEED FOR THE ASSESSMENT TO SELL ME A NEW BOX BY TELLING ME THE PROBLEM WAS OUTSIDE,   WITHOUT PLUGGING THE WASHER IN TO SEE IF IT SPARKED
  AND THEY  DID NOT ADDRESS MY COMPLAINT WHICH IS:

  
  WHY DID THE  TECH SAY THE PROBLEM WAS OUTSIDE WITH MY BOX WHEN IT ABSOLUTELY WASN’T?   THEIR BOX SPARKED 2 WEEKS LATER WHEN I PLUGGED MY WASHER INTO THE VERY SAME OUTLET.
  
   WHY DIDN’T THEIR TECH TELL US THAT THE SPARK WAS VERY NATURAL, NORMAL AND NOT HAZARDOUS, ESPECIALLY WHEN AN APPLIANCE IS PLUGGED INTO AN OUTLET?
  
  WHY DID THEY CHARGE SUCH A HORRIBLE AND ABUSIVE HIGH PRICE $9,316.00 FOR 4HRS OF WORK AND LESS THAN $8OO OF MATERIAL?
  
  
   

  
  

  

  Business response

  02/29/2024

  After reviewing our software, which provides pictures and the quotes/solutions provided to the customer Mr. *******, we feel that Abacus has not violated any ethical standards as the customer might be trying to insinuate.         
  
  Abacus was called out to Mr. Ronald *******’s home to address a washer plug sparking.  There is no such thing as a spark being “natural and harmless” (as suggested by Mr. *******).  Our technician, a licensed Journeyman electrician of more than 20 years, ran the appointment and concluded that a new panel needed to be installed.  The current panel well surpassed its life expectancy of 20+ years. 
  
  While I understand the customer’s stance of materials being obtained from Eaton and/or Home Depot for a fraction of the price, there is a risk of being shocked/electrocuted if not installed by a licensed electrician.  Plus, an improper installation could pose a major risk to both homeowner and his property.     
  
  I feel obligated to mention that the customer was not coerced to use Abacus by any means.  We were called out to a job and provided multiple solutions. The customer purchased a lifetime warranty “peace of mind benefit” on the panel which was the most expensive solution/option. There were other solutions significantly less, including a simple diagnostic.
  

  Customer response

  03/06/2024

  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,
  
  
  MY COMPLAINT IS STILL THE SAME.  THAT IS BECAUSE OF A NATURAL AND HARMLESS SPARK, ABACUS CHARGED US THE HORRIBLY INFLATED AND ABUSIVE PRICE OF $9,316 FOR SERVICE THAT WE DIDN’T NEED.  PLEASE SEE MY ORIGINAL COMPLAINT AND 1ST RESPONSE DATED 2/24/24 FOR DETAILS
  
   
  

  

  Business response

  03/07/2024

  Dear Mr. Ronald *******,
  
  After a thorough review of both responses, you provided to the Better Business Bureau (BBB), Abacus has carefully assessed the situation at hand. It has become evident that the existing electrical panel, dating back to 1992, has surpassed its typical lifespan of 20 years, despite receiving proper maintenance. Of notable concern was the discovery of a cracked and broken plug, a condition which poses significant safety risks, potentially resulting in sparking and other electrical hazards.
  
  Within the industry, it is standard practice for breakers to trip in such instances as a safety measure. However, the panel's failure to do so has raised serious concerns regarding its functionality and reliability. It is important to note that you were not compelled to purchase a lifetime warranty, often considered a "peace of mind benefit," which constituted the most expensive solution available.
  
  At Abacus, we greatly value your patronage and strive to maintain positive relationships with all our customers. However, it is our responsibility to prioritize the safety and well-being of our clientele above all else. Therefore, we must inform you that we are unable to issue a refund in this instance.
  
  We remain committed to assisting you and ensuring the continued safety of your electrical systems.
  

  Customer response

  03/15/2024

  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,

  This response is totally unacceptable.
   They are trying to justify charging us $9,313 for 4hrs of work.
  Which they artificially created the need for.
  
  
   

  
  

  

  Business response

  04/08/2024

  Good afternoon Mr. *******,
  
  Efforts were made today to establish communication with you regarding the negotiation of a partial refund. As we value our ongoing professional relationship with you, we are keen on swiftly resolving this matter. Kindly reach out to our office at your earliest convenience by dialing 713-812-7070. When you do, please ask to speak with Robbie, who is prepared to provide you with assistance.

  Customer response

  04/22/2024

  [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

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My downstairs ac and heater placed by Abacus HVAC has been broken since early December 2023, purchased along w the upstairs ac and heater in October 2018 . The upstairs ac failed again in May 2023 4.5 yrs later and that ac/heat system was replaced at my expense. They said it wasn’t under warranty and I had no reason to think they would be mistaken so I did what they recommended and replaced the 4.5 yr unit in the walk up attic and also replaced a condenser outside.The upstairs (6 month old)system failed on first heater use in Nov 23 and was repaired at Abacus’ expense. The downstairs (5yr 2 months old)heater failed a few days later . They came out again and are waiting on a heat exchanger to repair my 5 yr old downstairs system.They estimated a 3000,00 dollar repair.According to my invoice, the heat exchanger had a 20yr warranty. I have paid approximately 33,000 dollars for their hvac work so far. My house is 1800 sq ft. 1.5 bathrooms built in 1940. They say I should have called them more often for system checks in order for them to fix this under warranty. I don’t see this condition in their several page contracts. I paid for the upstairs unit replacement at 4.5 yrs because I trusted them but when the downstairs unit failed at 5yrs 2 months I wonder if the system was installed incorrectly in 2018. I sent a letter to the company president by certified return receipt mail w receipt returned to me on Jan 19th. Please see download below which is my letter to Abacus with invoices. They have no time estimate on the repairs as recently as this past Friday Jan 19th. and it has been 2 months of heater problems. Should they replace the 5 yr old heater/ac unit downstairs under warranty if it is unable to be repaired in a timely manner? I don’t know if the Oct.2018 system was inspected by the city of Houston post installation as was done inMay 2023. When the Spring comes there will be no ac either downstairs as thermostat screen is blank. Please advise.

  

  Business response

  01/30/2024

  We received your concern which was forwarded to the HVAC managers to review for a resolution.

  Customer response

  02/14/2024

  [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

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about August 2023 I paid for a new ac unit to be installed in my home. Because the ac drain was not properly blown out/replaced it caused significant damage to my wood floors (in the lavatory drain on the second floor). I called my reputable plumber and had them come out to unclog drain. Abacus sent their plumber to do a forensic inspection to determine the cause of the damage to the floors. (estimated at $1,900 excluding trim work to base boards, etc) and it was determined by the Abacus plumber that the fault was with the drain line that was not properly blown out during the ac install. (NOTE: the Abacus plumber that was here reiterated that my experience is not an isolated case. It happens several times a year) I have this on a recorded video of the Abacus plumber relaying his findings to my contact Johnathan *******. I want my floors repaired and the trim work completed to have it look the way it did prior to the damage done by the faulty sloppy incomplete work done during the ac install (specifically the not blowing out the drain line so that the ac can drain properly and not overflow and damage my wood floors). They came out and painted the ceiling in the kitchen due to the leak. And they are offering $1,000 for the floors. This does not cover the cost of repair. Abacus admits fault but is wanting to "negotiate" on repairs that are needed due to their mistake.

  

  Business response

  12/06/2023

  Your complaint will be handled by a HVAC manager who will reconsider the amount in which you are asking to be paid, so you can get your hardwood floors replaced. Thank you for your patience and understanding.

• Initial Complaint

  11/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please consider the following facts: I am 81 years old and have to stay indoor during the hot days in the Houston area. Abacus advertises that there would be no charge if they come and take a look at your AC unit. So, I called them just to take a look. The gentleman came and said (by looking at my AC system): Your AC condenser and Attic coil functioning correctly. However he wants to put a Coolpack (consisting of a contactor and 2 capacitors). He charged me $1426.00 for the Coopack. NOTE; there was NEITHER any Compressor Savers, NOR any Added refrigerant AT ALL. The Coolpack unit costs no more that $110 retail (conservatively) in the free market. I believe they took advantage of me for being a Senior Citizen and have to stay cool, because when I contacted an AC company for a CoolPack, they said the Abacus should have charged you AT THE MXIMUM no more than $500. Therefore, Abacus should refund me the difference i.e. $926, because I want to be fair to them.

  

  Business response

  11/20/2023

  We received your complaint and would like to advise you that our HVAC managers are working on a solution that's satisfactory. 

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a clogged drain line on my kitchen sink. I co tasted abacus plumbing. They would not give me a price over the phone so I scheduled for a tech to come out and take a look. They arrived late in the day Monday the 30th. The guy used a sewer snake machine to attempt to unclog the drain and was not successful. I noticed that he never tried any different attachments for his machine. After about an hour he informed me that the clog was too bad and that he would need to return with a different machine and another guy who had a camera. He told me I was not being charged for the unsuccessful attempt that day. They arrived the following day and used a camera down the line and determined that it was just too nasty in the line and were not able to see anything with the camera. They tried the different machine a few times and after about 20 mins told me that they couldn’t get it. They start eyes to explain to me my other options. The first they suggested was to come back the next day with a sewer jet machine. They told me it was very powerful and that if it couldn’t clear the line then nothing would be able to clear it. They quoted me almost $1300 for this service. The next step beyond the sewer machine was to tunnel under my house and completely run a new sink drain line. This was quoted at $13,000. I informed him that I did not want to schedule anything at the moment and that I would possibly call them back after doing some research. They left and then about 15 mins later one of them returned to my door to tell me that his manager had requested him to charge a mechanics fee of $144.95 for the time they spent. I paid. I then went the next day to Home Depot and rented a machine. I used a spade type tip that appeared to me would be better to cut through the clog and was successful after about an hour of trying. I then contacted abacus for a refund. I was told someone would call me back and have yet to hear from anyone. I feel they were only trying to up sale me

  

  Business response

  11/07/2023

  Your complaint is being reviewed for a resolution as soon as possible. Thanks for your patience and understanding. 

  Customer response

  11/15/2023

  [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

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I strongly do not recommend Abacus. I contacted Abacus on Friday 10/27/2023 because my hot water was not working. A tech by the name of Thomas ****** came out and informed us that our tankless water heater needed to be repaired. He explained they did not have the parts available and informed that they could place an order for the parts and he would return to install them on Tuesday 10/31/2023. Thomas returned on Tuesday timely with the parts it took him about two hours to complete the repair. Once he was finished the hot water was working I thanked him and wished him well. Less than 6 hours later the hot water stopped working. Today 11/1/2023 I called and explain that my hot water was not working. I was told they would send someone. Rickey **** arrived and took about two hours when he informed me that our water heater was damaged beyond repair and we needed a new one. He then said he would call a manager to explain the situation to see what they could do to further assist us. He came back and informed that our options were to pay them 6k for a new water heater or they would offer a partial refund for the failed repair which we didn't need from the start because again the water heater is damaged beyond repair. I explained to him we would like a full refund a partial refund is absolutely unacceptable. He said he completely understood and apologized and said we would receive a call from a manager today. I never received a call. I called them around 4:17 PM. I was told by a very nice women in customer service named Jenn that management was gone for the day. I am still without hot water. I do not recommend this company I would have given 0 stars if I could. My issue is with how management is handling a mistake made by an employee at Abacus. All we want is a full refund because the repair failed nothing more nothing less.

  

  Business response

  11/02/2023

  Per our conversation this morning Mr. ******, you called us initially on 10/31/2023 to diagnose your tankless water heater we assumed solved the issue but only worked for a few hours which resulted in a warranty service job that occurred on 11/01/2023. Our technician determined that the water heater was unrepairable. I promised that I would refund your entire amount you paid $695.36. Please allow 3-5 business days to receive your refund via deposit. If you should have any questions in the meantime, feel free to contact me directly. 

  Customer response

  11/14/2023

  Jonathan with Abacus reaches out to us and fully refunded the amount.  We consider the situation resolved and are closing this complaint.  
   
  

• Initial Complaint

  09/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called 1 month before renewal of annual HVAC check and cancelled my membership. I received an email the one month later saying they were going to renew my membership. I called at that time to complain and they said they would not charge me and they would take my credit card out of their system. One week later they charged me on my credit card. I called to complain about this and they said they would refund me. It has been 2 weeks and I have not received a refund.

  

  Business response

  09/12/2023

  We sincerely apologize for renewing your BAM membership after you called to cancel it. After reviewing the account, the refunded was processed on 7/7/2023. I will contact the customer to ask if she received her refund on Tuesday, 9/12/2023. 

  Customer response

  10/11/2023

  
  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.  
  

  The issue is resolved

  It was resolved in September 2023

  
  
  
   

  
  

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased two HVAC systems from Abacus in August 2022 with a lifetime warranty. On 7/25/2023, our upstairs HVAC unit went out. Abacus came to look at it on 7/30, and we were informed we needed a new compressor. The compressor was ordered by Abacus on 7/3. On 7/8, the compressor arrived, and two technicians came to install it. They could not get the unit to work due to an electrical issue. Abacus sent an electrician on 7/8 to assess the issue. He claimed the HVAC was incompatible with the breaker it connected to. We were told this repair would cost $12,093. This quote is egregiously above industry standard. Additionally, the incompatibility of the HVAC unit to our breakers should have been flagged during the inspection for installation. It was not. Due to the exorbitant quote from Abacus, we had another electrician come on 7/10 to assess. He updated the breaker box to be compatible for $500 that same day. We called Abacus to come back out on 7/10 to replace the compressor. A technician arrived on 7/15 (with no compressor) to assess the issue. I'm unsure why he was sent to assess (without the necessary part) when we already know the issue. We are told they have to order another compressor for us, and they do not know when it will arrive. We were supposed to receive a callback today, 7/17, and have not. When attempting to call, our calls are no longer picked up. We want this job finished ASAP. We are also requesting a reimbursement of the $500 spent on electrical repairs because the incompatibility of our breaker box to the HVAC unit should have been flagged at the time of installation.

  

  Business response

  07/18/2023

  Your complaint was received and is being reviewed by our HVAC management department for a solution. We do apologize if we caused any inconveniences. 

  Customer response

  07/20/2023

  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.  
  

  They did not reach back out, I had to reach out. Last week we were still being told it would be 10-14 business days before the part was available. (Remember, this part had been ordered for us in early July, then the repairs were paused while we did electrical work. Now that the electrical work is done the part has apparently disappeared.) We are now being told it's going to be four weeks. That puts us at a total of two months without our (less than one-year-old) HVAC unit working. Due to the extreme heat and safety concerns, we are having to leave our home and live somewhere else until this is repaired.

  I reached out today to the manufacturer of the HVAC unit, Goodman. I was informed that since August 2022 their HVAC warranty policy states that if a part is backordered for more than two weeks the technician must tell the distributor to contact Goodman's warranty department to inform them of the backorder. From there Goodman's warranty team will authorize a replacement of the unit. They searched our serial number and confirmed it's under warranty and that they have not been contacted about any backordered parts. 

  We would like to know why we were not informed of this warranty policy and why the technician has not started the process. We'd then like for them to begin this process. 

  Regards,
  
  
   

  
  

  

  Business response

  07/25/2023

  The projected arrival of the customer's needed compressor is expected to arrive per Lennox website is 8/15/2023. Due to the high demand of parts placed through Lennox has caused extreme delays. When more information is available, the customer will be contacted by someone within our parts department. 

  

  Business response

  08/04/2023

  We installed the customer's compressor under warranty on 7/31/2023. If there any additional concerns, please reach out. If not, please close your BBB complaint. Thank you! 

  

  Business response

  09/05/2023

  The customer was contacted once on 8/2/2023 and lastly on 8/4/2023 with still no callback to address any unresolved concerns. 

• Initial Complaint

  07/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Air conditioner leaking

  

  Business response

  07/19/2023

  Your information was received and is being reviewed for a possible resolution with upper management. 

  

  Business response

  08/04/2023

  After speaking with Mrs. ********, I agreed to pay her $499.00 as a total which $400.00 was related to water damage and $99.00 for the *** membership which was cancelled because the customer decided not to continue with. 

  Customer response

  08/11/2023

  [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.  
  
  

  Are the issues resolved? Yes

   

  If yes, when was the issue resolved? On 08/04/2023

   

  Did you ever file your case through the court system? No

   

   

  
  
   
  

• Initial Complaint

  06/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Called company about servicing my AC unit 5/31/23 , was informed that had a Maintenace program for only $ 89.00 dollars I would become a Gold Member that included 2 Maintenace vistas per year. Also being a Gold Member I would have priority when scheduling service, also I would received 20% off any repairs if need through the year. Gave then my CC charged my account was informed that earliest they could come out was 5/28/23 afternoon. Asking is that the best they could do " was informed yes." Got a txted msg on Thursday 6/22/23 stating that they were suspending all Maintenace calls until further notice. Called the company expressed my displease to no avail.

  

  Business response

  06/26/2023

  After speaking with our customer Mr. ****, we came to the conclusion to refund the total cost of the membership we collected due to service delays. I did advise of the refund timeframe. of 3-5 business days which was satisfactory, and the customer agreed. 

  

  Business response

  08/04/2023

  The customer was refunded the BAM membership which was received after Mr. **** confirmed.

  

  Business response

  08/07/2023

  Mr. ****'s complaint was addressed, and a solution was provided which the customer was happy with. I Jonathan in customer relations is still waiting for the customer to close this complaint. 

  

  Business response

  08/25/2023

  I have contacted our customer multiple time without a response. We have already refunded our customer which was confirmed by Mr. **** 2-3 weeks ago. 

*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. ↩