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:06/24/2025

  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.

  On June 17th 2025 Abacus come to inspect our AC unit that had stopped working and to inspect our air ducts. *** was unable to repair our broken unit so he had **** come over to give me several options to chose from to replace the unit or to get the parts to repair the unit, which was great and helpful! *** inspected the vents and it was mold in our vents. We needed to do a cleaning and he recommended install HALO Air Purifiers on the units. We agreed and paid in FULL for *** to install the purifiers. The next day we determined we would not be able to afford to fix the unit and keep the purifiers so we contacted customer support to request an uninstall of the purifiers and a full refund. It is stated in the contract "Homeowners have the rights, within 3 business days after closing, rescind this contract without penalty or charge." The customer support team took our request and placed it on our file but told us they were unable to process the refund as it must be approved by a manager. We were told a manager would get into contact with us to discuss our options and to process the refund. We did not receive a phone call so we contacted customer support again. They told us the note was on file to have a manger contact us and they stated to us they would place another note to have a manager contact us. The third day came and we had still not received any phone call or emails from a manager so we called again. We were told there were no notes on our file and the representative said he would put a note on file and start the process for our refund and then told us those famous words "a manager will reach out to you". It was now been 7 days and we have not received one single phone call from a manager. Finally today June 24th *** did give me a call to discuss the issue we were having but once again told me there was nothing he could do without approval from a manager. So now after 7 days without any contact from a manager we are still waiting to see if we can get a refund.

  

  Business Response

  Date: 06/26/2025

  Dear ****,

  Thank you for bringing this matter to our attention. At Abacus, customer satisfaction is our top priority, and we strive to address all concerns in a timely and professional manner.

  We sincerely empathize with you for the inconvenience you experienced following your service on June 17, 2025, and we appreciate your patience during this process. We recognize the importance of clear communication and timely follow-up.

  Because our goal is customer satisfaction, we have contacted you directly to find the best resolution. After speaking with you, we agreed upon an acceptable refund and have since expedited that refund. We trust this resolves the matter to your satisfaction.

  If you have any further questions or concerns, please dont hesitate to reach out to our customer care team. We value your business and the opportunity to serve you.
  
  Sincerely,
  Customer Care Manager
  **********************, Air ********************** & **********************

• Initial Complaint

  Date:06/05/2025

  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.

  We are longtime Abacus VIP customers and had HVAC maintenance on May 15, followed by a full HVAC install on May 17, 2025. As part of the work, the condensate drain line was reconnected into our upstairs bathroom sink drain.Shortly after, we left town. Upon returning late May 25, we found the sink had overflowed, causing significant water damage to the bathroom and kitchen below. A licensed plumber and a water restoration company confirmed that the drain was completely clogged with white HVAC algae, not typical household debris like soap or hair, indicating this was not flushed by the maintenance team nor tested or inspected by the installation crew. The home was unoccupied, and no drain issues existed prior. This evidence with photos and videos were shared with Abacus management.Abacuss own technician confirmed at installation that no drainage problems were observed, and a post-incident visit on May 28 confirmed visible damage. Yet, Abacus has denied all responsibility, calling it a plumbing issue despite their own inspection team seeing no problems days earlier.We are now facing $35,000$50,000 in property damage. Multiple calls, photos, samples, and professional reports have been shared with Abacus, and still, they refuse accountability. The independent insurance adjuster supports our findings. We are filing through our insurer and pursuing subrogation.However, we expected far better treatment from a company we trusted for years. This was not a minor service issue it resulted in structural damage and thousands in repair costs. Abacuss refusal to engage constructively while being flippant about the damage caused has left us with no choice but to escalate.We ask that Abacus take ownership, compensate us directly, and resolve this matter in good faith. If not, we will continue with subrogation, file with the ***************************** and Regulation (TDLR), and post publicly. We are also preparing to involve legal counsel if needed.

  

  Business Response

  Date: 06/06/2025

  Dear Mr. ***** ******,
  
  We appreciate your long-standing relationship with Abacus and understand how upsetting it must be to return home to find damage to your property.
  
  Following the **** maintenance on May 15 and a full system installation on May 17, 2025, our technicians inspected the condensate drain and found no indications of a clog or obstruction. No drainage issues were observed during or immediately after the install, and no water backup or overflow occurred while our crew was on site.
  
  We were contacted by you after you returned on May 25 to find water damage stemming from a bathroom sink overflow. We promptly sent a technician on May 28 to assess the situation. Our inspection confirmed visible damage; however, we determined that the overflow was the result of a plumbing issuea clogged P-trap in the bathroom sink, not any failure of the **** system or its associated condensate drain line. This was further supported by the fact that the overflow occurred at the sink and not at the drain pan in the attic and the ** unit  was functioning normally and the attic drain pan was completely dry and intact.
  
  You subsequently obtained a third-party plumbers report stating that the blockage was due to white **** algae, also known as zooglea. This substance can build up over time in downstream drain lines, particularly when condensate lines and drains are not treated regularly.  Your third-party plumbers report confirms the Abacus technicians findings of the clogs origination in the sink drain line.
  
  We did offer to send our licensed plumbers to further investigate the issue, but you declined this offer, opting to move forward with your own vendors. While we respect that decision, we are unable to accept responsibility for damage caused by a preexisting or unrelated plumbing issue that was outside the scope of our service.
  
  We reached out to you again on June 6, 2025. During that conversation, you confirmed you had spoken with our manager, ******, but felt his tone was flippant regarding Abacuss responsibility in the matter.  After confirming you spoke with a manager,we then took time to listen to your concerns and clarified the basis for our position. You then shared that you believed the **** installation may have dislodged zooglea from the ** drain line and sent it into the plumbing ********** also expressed doubt that water was ever run down the drain line during installation, because our crew finished work late in the day.
  
  To summarize:
  The ** system and drain pan did not overflow.
  The overflow occurred from a bathroom sink.
  The clog was found in the bathroom sinks P-trap, part of the plumbing system.
  There was no indication during or after install that the drain was obstructed.
  
  While we empathize with you about the damages you have suffered, Abacus cannot accept liability for a plumbing failure that was neither caused nor foreseeable as part of our **** service. We encourage you to continue working through your homeowners insurance and understand you are pursuing subrogation based on your own investigation. We will cooperate as appropriate with any insurer inquiries.
  
  Resolution:
  As our findings indicate no fault in the **** installation, and because the cause of the overflow was unrelated to **** service, we are unable to offer a billing adjustment or compensation.
  
  Sincerely,
  
  Customer Care
  **********************, Air ********************** & **********************

  Customer Answer

  Date: 06/10/2025

  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.  
  
  Thank you for your response. I want to clarify several inaccuracies and concerning admissions that emerged during my recorded call with ***** from Abacus.
  
  Contrary to ****** claim, my original complaint never alleged ***** failed to call me only that his tone was dismissive and disrespectful. ***** or Abacuss attempt to reframe this is misleading. He also stated the call was unrelated to my BBB complaint and was only to ensure ***** called me, yet your official response clearly draws from it, leading to more distrust. You also falsely claimed you offered to send a plumber; that never happened. *******, who visited on May 28, was hesitant to comment at all at the risk of admitting fault. We instead hired neutral third-party experts to avoid the obvious conflicts of interest. Their reports confirm the clog was caused by HVAC-generated zooglea not hair or soap or household debris.
  
  More importantly, ***** acknowledged:
         Abacus does not inspect downstream plumbing when connecting HVAC condensate to shared household drains (e.g., bathroom sinks), even though this setup occurs in over 40% of installs per his admission.
         Zooglea, the clogging agent, is a known and direct HVAC byproduct, not household waste. ***** confirmed it cannot be manually produced nor come from normal household use contradicting your claim that its a generic plumbing issue or Jesses accusation that we somehow forced it in.
         He inaccurately described the event as an Act of God or "Act of Nature" despite it being preventable, mitigable, and resulting from your own QA procedure.
         A 5-gallon test was done over 15 minutes, even though ************ only discharge ~20 gallons over 24 hours (per ******* admission and ******** specs). Thats 10x the flow rate and ~******x the shear force with no post-test inspection of the P-trap.
         There were no known prior blockages as of May 15, when the old HVAC system was inspected.
         The system wasn't working from May 18 through May19 7pm due to a system error. Overflow occurred while we were not at home from May *****, which at the slow flow rate of a typical HVAC cycle, the clog would not have been noticed in the 1 working day post install before we left. 
         Your SOP only checks for water backing up, not whether it drains downstream safely and has no regards for the impact of your rapid 5 gallon test causing high degrees of turbulence a critical and negligent procedural gap.
  
  This isnt just a QA oversight its negligence. The 5-gallon test introduced strong turbulent flow that most likely dislodged years of sticky biofilm from inside the condensate line, pushing it straight into the sinks P-trap. This mechanical consequence is well-documented in fluid dynamics and multiple peer-reviewed scientific studies.
         Short-duration, high-velocity flushes detach more surface-bound microbial mass than sustained low-flow exposure. ****** et al., Water Research (1997)
         Biofilm removal is enhanced by high shear rates generated during brief turbulent pulses. Characklis & ********, Biofilms (1990)
  
  You induced this exact condition then failed to inspect downstream plumbing, allowing the zooglea to accumulate and eventually block the drain. No homeowner should be expected to anticipate that an HVAC flush test that is supposed to be a ***************** of the overall system performed at 10x normal flow rate or ****** shear force rates would send biological waste into their sink trap. Nor is it acceptable to write this off as a plumbing issue when you caused and neglected it.
  
  Key procedural failures and summary:
  

         Admitted to running the 5 gallon test over a 15 minute span - Unsafe QA test with no follow-up or downstream inspection (10x flow rate and ****** shear force rate compared to typical HVAC output)
         No downstream inspection or flushing post-connection
         No zooglea mitigation strategy despite known risk in any HVAC install and causation by a rapid surge test
         Attempt to reframe HVAC algae as household debris in spite of their Manager confirming that Zooglea is a direct output of HVAC condensate drains and is not connected to household debris
         Failure to apply foreseeable risk standards and mitigations for the risk caused by their 5 gallon QA test - this is negligence. 
  
  Zooglea accumulation is expected. What isnt expected is a 15-minute surge test dislodging it and sending it un-inspected into household plumbing. These turbulent bursts dislodge adhered zooglea biofilms from pipe walls, which then traverse downstreamexactly as occurred. This is not an Act of God. Its a direct result of Abacuss own actions and negligent SOP with costly consequences for our home.

  Despite the severity of this issue, I have yet to receive a call from anyone in Abacuss senior leadership team. The only outreach has come from *****, the installation manager, whose primary concern appeared to be clarifying that ***** had, in fact, called me not resolving the damages or accepting any accountability. His call felt more like a CYA maneuver than a sincere effort to make things right. This lack of meaningful follow-up from leadership reflects poor customer service and a troubling absence of accountability, governance and management.

  We ask that Abacus take full responsibility for the damages caused by its negligent installation and quality assurance procedures. At minimum, we request direct compensation for the property damage and restoration expenses we have incurred as a result of this preventable failure caused by Abacus's QA test and their negligence. If Abacus is unwilling to resolve this in good faith, we will proceed with subrogation through our insurance provider, and continue pursuing all available regulatory and consumer protection channels, including the ***************************** and Regulation (TDLR).
  
   

  
  

• Initial Complaint

  Date:05/26/2025

  Type:Sales and Advertising 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 have been a long-time, loyal customer of **********************. I built my second home back in 2016 and began to use Abacus a few years later. When I purchased my third home I started service there as well. I noticed that the level of service and that I was accustomed to had began to fall off. I had to make several calls for my AC and paid for it significantly. They fixed one AC and messed up the one that was working just fine before they touched it. I ended up having to pay extra to get that fixed. My complaint is however around recent events in April 2025 that I cannot let go this time. After a bad storm water was leaking from my ceiling. I thought it was the roof but the roofer told me it was the *** I called an AC repairman for a second opinion and he told me the caps to the drainlines had been left off and this can prevent proper drainage. My attic was soaked and ceiling damaged. I paid a water damage company to remediate. Prior to the repair Abacus told me they would not be responsible, although they were the only company I had used since June of 2024 when moving in. Their plumbers, electricians and AC techs had been out nearly every month from June 2024 to March 2025. I remember one plumber telling me he could stop the gargling sound in my sinks (pipes) if he left something off, but I didn't know what it was and the risks associated. I trusted their expertise. Plus the plumbers had been out several times, accessing the attic after that. They confirmed no clogged drains in the sinks. Anyway, they should reimburse me the 900 that I'm out of plus the additional amount to have someone repair the sheetrock. I feel very disappointed and let down by Abacus. They did not stand by their work. I used someone different to come back and fix the issue when I saw that they were not going to help.

  

  Business Response

  Date: 05/27/2025

  Thank you for bringing this matter to our attention and for being a long-time, loyal customer of **********************. We understand that you feel your recent experience did not meet the standard of service you have come to expect from us over the years.
  
  At Abacus, we take all customer feedback seriously, and we are especially concerned when one of our valued clients feels let down by our service. We understand the frustration and inconvenience you experienced due to the water damage in your home and the circumstances surrounding the ** issue.
  
  Although the details regarding the source of the issue involve several service visits and different trades over an extended period, we recognize the impact this has had on your home and your trust in us.
  
  As a company committed to customer satisfaction, and in light of your concerns, we have agreed to grant your request for a refund in the amount of $1,000. We empathize with your situation and hope this resolution helps to bring closure and peace of mind.
  
  We value your feedback and are using this as an opportunity to review our processes and training to help prevent similar issues in the future. Should you need further assistance or have any other concerns, please dont hesitate to contact us directly.
  
  Sincerely,
  
  ************* Team
  **********************, Air ********************** & **********************

• Initial Complaint

  Date:02/11/2025

  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.

  On January 20th, Abacus came to clear a stopped up toilet. Plumber couldn't get the drain to clear & said we would need to install an exterior cleanout. He did admit that he had trouble getting the snake to go the correct way down the ********** had gone up the vent pipe several times. He still charged us $334.77 and gave us an estimate of $4200.00 to install an exterior cleanout. I called another plumber to get an estimate. That plumber noticed that the toilet was backed up but the bathtub next to it was not. He used a closet auger and cleared the drain right away. I contacted Abacus and spoke to ***** in the **************************** He agreed that I should not have been charged if they did not clear the ********** would process a full refund. After more than a week, I contacted Abacus again because I had not gotten the refund. ***** told me that he had processed the refund and I should receive it shortly. I have checked with my ******************* several times and no refund has ever been processed. It appears that Abacus is just stalling in a hope that I will forget about this.

  

  Business Response

  Date: 02/12/2025

  Dear *****,

  Thank you for sharing your feedback, and we sincerely empathize with you for the inconvenience you've experienced. We understand your frustration regarding the refund process and want to assure you that your concern is being taken seriously.

  Upon reviewing your account, we can confirm that your refund was processed on February 6th, 2025. Our current refund process typically takes 2 to 3 weeks for processing. Given that, you should expect to see the refund in your account within 5-7 business days from the date of processing.

  We greatly appreciate your patience and understanding during this time. If you do not see the refund in your account by February 17th, please reach out to us, and we will look into the matter further.

  Again, we empathize for the delay, and thank you for giving us the opportunity to resolve this for you.

• Initial Complaint

  Date:01/05/2025

  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.

  On or about May 14, 2024, Abacus installed a new Lennox a/c unit for our condominium. On November 2, Abacus is notified and schedules a technician to inspect the a/c due to a/c no longer working. We had multiple calls and techs come to the condo to troubleshoot between November 3 and November 22 and never got it working. Abacus had us replace a breaker and then the breaker panel and guaranteed the new breaker panel would fix the issue (due to our reluctance), but it did not fix the issue. We had to call several times before obtaining access to a supervisor to attempt to get the issue resolved. On November 22, a supervisor gives option to 1) run a line outside of condo building at no cost or 2) return $5,495 and we get someone else to fix a/c issue. On December 5, we spoke with supervisor and notified we wanted option 2 and asked for $5,500 reimbursement, wherein supervisor said he would need to obtain approval for the extra $5 because we financed the a/c unit and would then need to send paperwork for us to sign. On December 17, we had another company come out and fix the a/c on their first try. As of this date, we have not heard back from Abacus on our reimbursement request.

  

  Business Response

  Date: 01/14/2025

  Dear Louisa,

  Thank you for bringing your concerns to our attention. We
  sincerely empathize with you for any inconvenience you've experienced and the
  difficulty in resolving the issue.

  After reviewing your case, we understand the frustration
  caused by the delays throughout this process. We appreciate your patience in
  working with our team, and we truly regret that the service did not meet your
  expectations.

  We are pleased to inform you that we have processed the
  refund for the requested amount.  A
  member of management will be in contact with you to deliver the refunded amount
  to you. If you have any questions or require further assistance,
  please don't hesitate to contact us directly.

  Again, we empathize with you for the challenges you've faced
  and thank you for your understanding. We value your business and hope that this
  resolution helps to restore your confidence in Abacus.
  
  Sincerely

  Customer Answer

  Date: 01/15/2025

  [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:11/07/2024

  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 am submitting a formal complaint regarding Abacus, which I believe has engaged in deceptive practices and overcharged me for services. I have used this company on two separate occasions and feel that I was taken advantage of due to my age and gender.
  
  First Incident: I initially contracted their services for repairs and was charged $26,000 USD. During this process, an employee named Iris informed me that the financing would be interest-free provided the loan was repaid within 10 years. This statement turned out to be false. When I brought up the misleading information with the manager at the time, I was met with a dismissive and condescending response.
  
  Second Incident: Despite my past experience, I used their services again for additional work and was charged over $19,000 USD for repairs that I believe were significantly overpriced for the nature of the work performed.
  
  I am seeking a review of my charges and a fair resolution, as I believe this company’s pricing and business practices are unethical and lack transparency. I do not believe I was charged fairly especially considering the house is only 1,364 Sqft.

  

  Business Response

  Date: 11/25/2024

  Thank you for bringing your
  concerns to our attention. We take all feedback seriously and value the
  opportunity to address any issues that arise. We sincerely regret that your
  experience with Abacus did not meet your expectations, and we would like to provide
  clarification regarding the charges and services you received.

  First Incident: Sewer Work
  (2018)
  In reference to the sewer
  work completed in 2018, our technicians provided descriptions of the work
  completed, and based on their notes, the work was extensive and in line with
  the charges applied. We recognize that this situation may not have been as
  clear to you, and we empathize if the communication around this was not as
  thorough as it should have been. We strive to provide transparency in all our
  services, and we are committed to doing better in the future to ensure our
  clients are fully informed.

  Second Incident: Re-piping
  and Charges
  As for the re-pipe performed
  on your property, the estimate was created by Jorge using our price book, which
  is based on standard industry metrics. Re-piping costs are determined by the
  number of fixtures involved in the project, rather than the size of the home.
  This ensures fairness and consistency in pricing for all our clients. While we
  understand your concern regarding the cost, we assure you that the pricing for
  this service follows our standard guidelines and is in line with the nature of
  the work performed.
  Our team is committed to
  providing accurate and clear explanations of all financing options, and again,
  we empathize if any miscommunication occurred during this process. We would be
  happy to review the terms with you and clarify any discrepancies as well as
  assist you with getting in contact with the finance company itself for any
  assistance they can provide.

  Resolution and Commitment
  to Transparency
  We understand that you feel
  the charges were not justified for the work performed, and we take your
  feedback seriously. While our pricing is based on industry standards and the
  specifics of the services rendered, we are always open to reviewing individual
  cases. If you would like a more detailed breakdown of the charges or have
  further questions about the services provided, we would be happy to discuss
  this further with you.
  At Abacus, we strive to
  provide quality service at fair prices, and we are committed to improving our
  communication to ensure that all our customers feel confident and satisfied
  with the services we provide.
  Please contact us directly at
  713-812-7070 if you would like to discuss this matter further.

  Customer Answer

  Date: 12/27/2024

  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.  
  
  
  
  I do not trust this company and its deceptive practices. No effort was made to reach out to me with any kind of financial resolution. I have even sent the manager Jose ***** pictures of the initial job that he has poor records of and honestly didn’t know how to price my job. He never responded it was sent November 11th. They have my contact information and stopped trying to respond once they saw BBB had got involved. 

  I am requesting an itemized receipt from both jobs that were performed on my house. I want it posted publicly on BBB website. I want to see the exact currency rates that were determined from their price book. Line by line. For example, they’re claiming paying people to dig is their reasoning for a huge bill, the tech that was used was a shovel and underpaid workers. 

  They wanted to take the conversation offline from BBB in order to continue deceptive business practices and pricing.

  They have numerous complaints online claiming to target elderly people and women. They prey on vulnerable people including myself. This needs to be taken seriously and investigated.

  
  Regards,
  
  
  
  Stephanie ****** 
  
   

  
  

  

  Business Response

  Date: 01/09/2025

  Dear Stephanie,
  
  Thank you for your feedback, and we sincerely empathize for
  any frustration or confusion you have experienced. We take customer concerns
  seriously and have thoroughly reviewed your case.
  
  We understand that you are requesting an itemized receipt for
  the services performed, as well as clarification of the pricing structure. Our
  company uses a proprietary pricing system that is designed to ensure
  consistency and fairness across all projects. While we are unable to provide a
  detailed breakdown of this pricing structure for public distribution, we can
  assure you that the charges are in line with the rates set forth in our
  internal pricing guidelines.
  
  Regarding the job in question, we have investigated the work
  performed and believe that our pricing is appropriate for the services
  rendered, including labor and materials.
  
  We acknowledge and empathize with your concern about
  communication as our goal is always to provide clear and transparent
  communication and we are committed to improving our communication moving
  forward.
  
  We also take your concerns about the treatment of vulnerable
  customers seriously. We pride ourselves on providing quality services to all
  customers, regardless of age or gender, and we are committed to maintaining the
  highest standards of integrity and fairness.
  
  If you would like further clarification or if there is any way
  we can assist you further, please do not hesitate to reach out directly. We are
  here to address your concerns and work towards a resolution that satisfies both
  parties.

  Customer Answer

  Date: 01/22/2025

  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.  
  
  
  
  Dear Abacus representative,
  Thank you for your response. While I appreciate your efforts to address my concerns, I must reiterate my request for an itemized receipt for the services performed. Without this documentation, it is impossible for me to verify that the charges align with the services rendered.
  While I understand your use of a proprietary pricing system, refusing to provide a breakdown of the charges raises questions about transparency. As a customer, I am entitled to understand what I am paying for, and I believe this is a reasonable request. An itemized receipt is standard practice in most industries and is essential for fostering trust and resolving disputes.
  I also want to emphasize that my concerns are not about your pricing system itself but about ensuring that the charges applied to my account accurately reflect the work completed. I have no issue with paying fair and reasonable charges for services rendered, but without clarity, I cannot determine if this has occurred.
  Furthermore, your acknowledgment of the treatment of vulnerable customers is appreciated. However, it is critical that this commitment is reflected in your actions. Transparent communication is a cornerstone of fair treatment, and withholding an itemized list undermines this principle.
  I remain committed to resolving this matter amicably, but to move forward, I require the requested documentation. If you are unwilling to provide this, I will have to consider escalating the issue further. I hope we can resolve this through clear communication and mutual understanding.
  Thank you again for your attention to this matter, and I look forward to your response.
  Sincerely,
  Stephanie
  
  
  
  
  
   
  

  

  Business Response

  Date: 02/03/2025

  Thank you for your continued engagement and for sharing your
  concerns with us. We appreciate your patience as we work towards a resolution.

  We want to clarify that we are not refusing to provide a
  detailed report of the services rendered. However, as the project was completed
  in 2018, we need to ensure that the information we provide is both accurate and
  up-to-date. To do so, we would need to send a technician to your home to review
  the work completed and take any necessary measurements.

  Once this evaluation is complete, we will be able to more accurately
  provide the request, ensuring full transparency and clarity regarding the
  charges. We understand the importance of this request and are committed to
  providing the documentation you need.
  Please contact us at your earliest convenience so that we
  can schedule a time to meet on-site and resolve this matter. We look forward to
  working with you to ensure your concerns are addressed satisfactorily.
  Thank you again for your attention to this matter, and we
  look forward to hearing from you soon.

  Best regards

• Initial Complaint

  Date:11/06/2024

  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.

  We selected Abacus based on their promotion of free ***************** positive ****** reviews; however, both claims turned out to be misleading.I scheduled an appointment online, outlining that our pool equipment & several outlets were without power, & that we were unable to reset the breaker or GFCI outlet. On October 28, 2024, the electrician arrived & immediately began using alarming tactics, claiming that none of our equipment was up to code & posed a serious fire hazard. After inspecting the breaker panel, he asserted that the issues were irreparable & would require complete replacement. He then informed us that there would be a $199 charge for the visit to prepare a quote.When my husband inquired about the free estimate, the electrician explained that the diagnostic fee was necessary to prepare the estimate, which would be provided at no additional cost, along with two options for repair & a diagnostic report. Later that day, we received the estimate, but it only included one option & lacked a detailed breakdown of charges. I reached out to Abacus for clarification regarding the diagnostic report & the quote. A representative explained that the "diagnostic report" was included in the quote, but it merely restated the information we had initially provided, offering no additional insights beyond a recommendation for equipment replacement. I expressed my frustration with being charged for a report that only repeated what we had already shared, & the representatives response was simply, ****. At this point, it seems the only thing Ive actually paid for is an overinflated estimate.Seeking a second opinion, I contacted another company, which resolved the issue by replacing a circuit breaker within 15 minutes, for just $95 more than the diagnostic fee we had paid to Abacus. The technician also reviewed the extensive work recommended by Abacus & confirmed that none of it was necessary, though he noted it could be addressed in the future if we wanted.

  

  Business Response

  Date: 11/13/2024

  Dear *******,
  
  Thank you for bringing this matter to our attention, and we sincerely empathize for any inconvenience or frustration caused. At Abacus, we are committed to providing transparent,professional service and regret that your experience did not reflect our standards.
  
  We understand that you expected a free estimate and were surprised by the diagnostic fee. We strive to clarify our policies, and it appears there was a misunderstanding regarding the nature of our initial diagnostic visit. Typically, our diagnostic fee covers an in-depth assessment and a comprehensive report, including safety evaluations.However, we regret that the information provided did not meet your expectations, and we appreciate your feedback, which will help us improve our communication and service clarity.
  
  In an effort to resolve this issue and ensure your satisfaction, we are refunding the $199 diagnostic fee in full. Additionally, we will review our processes to better align our service explanations with customer expectations in the future.
  
  Thank you again for your feedback and for giving us the opportunity to address your concerns. Should you have any further questions or need additional assistance, please dont hesitate to reach out.
  
  Best regards

• Initial Complaint

  Date:11/04/2024

  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.

  On Friday, September 20, 2024, Abacus came out to perform the semi-annual inspection of the A/C system. The technician said the drain line was clogged and needed to be flushed. On Saturday, September 21st, the drain line was flushed. On Tuesday October 29, 2024, I noticed water spots on my ceiling over my dining room which is where the A/C is located in the attic. That afternoon, a technician came out and stated that that the drain pan had rusted through and had caused the water damage. We questioned why this wasn't caught during the inspection, but no one could give an answer. The technicians called a remediation company which came to give an estimate to dry out the wet wood and replace the dry wall. My wife called Abacus requesting that they repair the damage and was told they would send a drywall person. On November 1st, my wife received a call telling us that Capital Construction would be coming out on Monday the 4th between 8-12. This was confusing as they had already sent ************************* out to survey the damage on 29th. One November 3rd we received a text and email confirming that someone from Abacus would be coming out on the 4th. When no one showed up on the 4th, we called Abacus and was told that the dry wall person wasn't working today (the 4th), and they would be out on the 8th of November. When we asked about ********************, they couldn't find any record. I asked to speak to a supervisor but was told someone would call right back which hasn't happened as of 1:25 pm on the 4th. Additionally, we were told the drain pan and the damaged sensor were under warranty, but we would have to pay for labor. We questioned again why the drain pan wasn't identified on the inspection and were met with shrugs and blank expressions.

  

  Business Response

  Date: 11/11/2024

  Dear ******* ****,
  
  Thank you for bringing this issue to our attention, and we sincerely empathize with you for the experience you've had. We understand your frustration regarding the miscommunication and inconvenience caused by the scheduling issues and leak due to the ***** drain pan.

  
  At Abacus, we strive for thorough inspections, and acknowledge that the drain pan condition was not flagged during the recent semi-annual service. We recognize the importance of proactive identification to prevent damages like the one you experienced.
  

  To address this issue, we have agreed to cover the charges invoiced by the vendor for the remediation work they assessed. This coverage is in consideration of the scheduling discrepancies you encountered with our contractor, and we hope it will help alleviate the inconvenience.
  

  Again, we empathize for any distress this situation has caused you and your wife. Please know that we are reviewing our processes to prevent similar occurrences in the future. If you have any further questions or need additional assistance, feel free to reach out to our ************* Team at ************.
  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 11/15/2024

  [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.  The total amount to be reimbursed is $4,770.00.
  
  
  
   
  

• Initial Complaint

  Date:10/14/2024

  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.

  Quoted price for plumber was OK until a Center Point Tech viewed in the work done. ******* said what was done ww were overcharged. ******* also said there is no such thing as a paid ** Approval Person to certify the work done by the Abacus group. We paid Centerpoint $350 to have centerpoint to upgraded our meter for adding a NG genterator. The ** tech said that the Abacus tech made a mess and the installed lines were all wrong. The tech also said the $350 we paid ** would have cover the work done by Abacus. We never needed Abacus. Abacus overcharged us by $1850. We are seeking a full refund for the price gouging.

  

  Business Response

  Date: 10/22/2024

  Mr. ************** am writing in response to your recent communications regarding the concerns you raised with the Better Business Bureau (BBB). I understand you prefer email correspondence moving forward, and I am happy to comply with that request.
  
  I would like to clarify the technical details of the work we performed at your home, which was completed in accordance with the request made by your gas company to increase the pressure to meet the added demand of your newly purchased multi fuel portable generator. Our work was conducted with the required municipal permit and successfully passed the final inspection by local authorities.
  
  Summary of Events:
  July 16: You reached out to us following a request from your gas company to elevate the pressure at your home to accommodate the increased demand from the standby generator you had purchased.
  Work Completed: Our technician provided you with options and proceeded with the necessary work, including obtaining a local permit and scheduling an inspection.
  Inspection Passed: After the work was completed, the inspection passed, confirming it met all regulatory and safety standards.
  
  Subsequently, you informed us that a different gas company representative questioned the integrity of the work completed, as well as the ethics and standards of our company. I would like to address these concerns.
  
  Our team is extensively trained and certified in the installation of equipment, such as your 13,000-watt multi-fuel generator, which requires careful consideration of peak gas demands. In your case, the generator alone demands over ******* BTUs of natural gas. After calculating the additional demand from your homes other gas fixtures (e.g., your cooktop and water heater), it became clear that your homes standard gas meter and pressure regulator would not suffice to meet peak demand. This validated the gas companys recommendation to increase the pressure, which we implemented with your approval.
  Below is a breakdown of the estimated BTU demand:
  
  
  Fixtures BTU Demand
  13kw Mulit Fuel Generator 225,000
  Residential  5 burner range est. 50,000
  Residential water heater est. 38,000
  3 fixture Total BTU 313,000
  
  BTU to Cubic Foot Conversion
  Chart BTU Total 313,000
  Cubic Foot = BTU/1037 1037
  Total Cubic Foot Demand 301.83
  Gas Meter at STD. Pressure 250
  Total deffiency in Cubic Foot -51.83
  
  
  Given these calculations, your homes standard gas meter (which handles 250 cubic feet per hour) would not have been able to meet the peak demand, underscoring the necessity of the upgraded pressure. The work performed aligns with both state and municipal regulations, and this has been verified through the permit process.
  At this time, I must decline your request for financial compensation, as the work was requested by you, approved, completed, and verified in full compliance with regulatory standards.
  
  To further investigate the issues youve raised, I kindly ask that you provide the following information about the gas company technician who questioned our work:
  The name of the gas company
  The technician's first and last name
  Any reference or visit numbers
  Any documentation provided to you during your interactions
  
  This will allow me to follow up with the gas company directly to ensure all concerns are addressed.
  
  Please know that the safety of your home, surrounding properties,and the public is our top priority when performing any gas-related work. I hope this explanation provides clarity, and I welcome any additional questions you may have as we work toward a resolution of your BBB complaint.
  
  Thank you for your time and cooperation.
  

• Initial Complaint

  Date:10/07/2024

  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.

  I became an Abacus VIP member and used them for a/c drain clearing. The charges were very high, but I continued with the VIP plan. This plan includes inspection, cleaning and maintenance of my two central a/c units. Their technician came, was polite and courteous. He tried to sell me an air purifying system, which I rejected. Less than 24 hours later, my a/c unit, for our upstairs, which had functioned flawlessly through the Texas heat, quit. I called the company who had installed the units, they found the upstairs unit had lost 100% of the refrigerant. I paid for a $150.00 pressure test and discovered that the Abacus technician had broken the Schraeder valve when he removed his gauges. To refill with refrigerant cost me $1,271.00, and $77 to replace the Schraeder valve. I would not recommend anyone using Abacus.

  

  Business Response

  Date: 10/16/2024

  Dear Jeffery *****,
  
  Thank you for bringing your experience to our attention.
  We truly value our VIP members and strive to provide exceptional service at
  every interaction, so we regret that this was not your experience.

  We understand the frustration and inconvenience this
  situation has caused, especially after the technician's visit. Upon reviewing
  the details and your invoice, we acknowledge your concerns regarding the
  Schraeder valve and the associated repair costs.

  As part of our commitment to customer satisfaction, we
  have agreed to reimburse you $1,254.85, which reflects the amount you paid for
  the refrigerant refill and the valve replacement. We hope this resolves the
  matter and helps restore your confidence in our services.

  Please feel free to reach out to us directly if you have
  any further questions or need assistance with this reimbursement. We appreciate
  your feedback and the opportunity to make this right.