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Complaint Details
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Initial Complaint
09/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
*** Wayne replaced my hvac unit. During the process, their technician used the existing condensation line that worked properly and had no leaks prior to *** Wayne service visiting my home. During the course of installation, their technician caused a pvc elbow to come unglued within the wall of my home. This caused water damage to my floor as well as wall. I called and they repaired the issue and they said they weren't responsible for the water damage. I called their office to speak to management. They sent someone from their QA department and essentially said the same thing. They offered me a service plan for a year... On a brand new hvac system that is under warranty or a supposed discount on running a different condensation line.... That I wouldn't have to pay $1200 for. They refuse to take responsibility for their technician causing the break in the condensation line that damaged my floor. I understand that they are not responsible for previous work done, but their technician caused damage to a working condensation line and this caused damage to my floor and wall.Customer response
10/12/2023
Better Business Bureau:
This issue is finally resolved to my satisfaction. I ended up emailing the owner explaining the situation. He connected me to a person who was willing to make things right. I just received the check with the amount we agreed upon that will help fix my flooring.
Thank you for your assistance.
**********;
Initial Complaint
04/05/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This company used to be a good one, that is, until April 4, 2023. I had my smoke dectectors serviced twice by this company. The first time, the the tech said I put batteries in wrong. Yet the battery alert went off again. I did everything I could to the batteries and battery compartment. Nothing worked. So I made an appointment. The tech never showed up. He then left a voicemail saying his tech had to be moving on and to call to reschedule. I called only to be hung up on. Im almost certain I was hung up on because multiple answers to multiple voicemails resulted in the same thing. In one, I was driving for work and missed my turn. He left a voicemail saying the appointment was for today. Sure enough, when I called back I was hung up on.I asked them repeatedly not to call me. I blocked their phone number, wrote a negative review on Yelp and threatened to report them to your company. Only when I threatened legal action did the calls stop. I was hoping to let the $120 I spent on their *********** slide, but now Im not so sure. I could always use the money.
Business response
04/05/2023
*** Wayne's ************************* Control Manager would love the opportunity to resolve this situation amicably. However, it would require communication directly with our client. We will attempt contact on 4/6 via text to schedule a phone call.Customer response
04/06/2023
Complaint: 19899801
I am rejecting this response because: I dont want to be hung up on again. That solves nothing.
Regards,
*************************Business response
04/06/2023
Account has been flagged to send technicians for future appointments even if we cannot make contact with the client.Initial Complaint
01/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My A C was not working..went on line ..found this Company..they also checked my heating system.(it worked) I was told it was dangerous and must be replaced..I paid them nearly $15,000 in advance.That was about when the weather got cold. The temp. In the house was 42 !They came several timessaid it was fixed..but the temp. Remained 42 ALL WINTER !Business response
01/11/2023
We've received our clients concerns and have reached out to them to find a resolution to this matter.Initial Complaint
10/12/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
Dear Sirs: We are retired seniors on Social Security that have needs for our home. We recently purchased a Whole **************** Plans. The plan is $29.95 plus $5.00 a month which equals $34.95 a month for our AC, ************* Water Heater. The first *** was going to immediately schedule a service for all appliances but after we signed this contract she changed her mind because we were not on the plan long enough so she scheduled us for November for all the appliances above.. Keep in mind they collect every month that money. Also keep in mind they told us about the servicing that was slated for November that all appliances would be serviced. We waited patiently. Now, I called on 10/10/22 & just the heater will be done. The *** stated to me that if she had talked with me in the first place (in March) that she would have mentioned that I would have to pay upfront for the services of the hot water heater, electrical, and AC in November. We bought this home in 2020 & all we wanted was to service our AC, ************* Water Heater. She stated no to their other services except heater and I mentioned I will cancel the contract because of this issue. She apologized and stated about how she would have handled this situation differently and explain as stated above that I would have to pay upfront for all the services in November. I called back and asked for a cancelation letter ******** answered and tried to remedy this situation by sending this to the Rescue team for service and scheduling & I stated no. In my mind, if they do this now what will they do about an issue with our appliances. They have our money card, our payment of 8 months, and now no servicing. Now, I want our contract closed and our refund back. We probably will not get our refund or money back. I do not trust this situation. No further monthly charges of $34.95 will be taken out of our account and our account money card taken out of their system.. Cancellation letter and no further business from them.Business response
10/13/2022
We have been attempting to make contact with this customer unsuccessfully thus far.Customer response
10/14/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***********************Initial Complaint
09/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had ***************************** come out to do an ac service. Everything went fine until the tech let the attic access door slam shut. Breaking the hinge and cracking the surrounding drywall. As we watch chunks of drywall hit the floor the tech looked right at me and said he didnt do that.Business response
09/06/2022
Customer is blaming foundation-related sheetrock cracking on *** Wayne technician. Complaint was filed two and a half weeks after service was performed. *** Wayne scheduled a visit to address damage in person. Customer kicked us out after discussing the damage in this area, as well as other areas of the home being related to foundation issues. *** Wayne is not responsible for damage caused as a result of foundation movement.Customer response
09/26/2022
Complaint: 17921749
I am rejecting this response because: It was not a foundation settling issue. The ********* I hired to repair the damage said it wasnt a foundation settling issue. The door access hinge broke splitting the door frame and causing the drywall to buckle from slamming the door shut caused the damage.
Regards,
***************************Initial Complaint
07/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Called this company on 7/20 to do an AC tune up on two my air conditioning systems. The technician told that both AC system was old, had other issues and needed to be replaced. Therefore, no system tune up was performed. I was still charged 199 per ac unit for a total of $398. I feel that this was unnecessary and was charged for a service that was not performed to my AC units. The technician told me that if i replaced the both units with them I would get a refund for 199 per unit. I felt that this was unnecessary and was put in a position where i have to buy new units from this company in order to get my money back on a service that was not performed. I called the company two times and was told that a manager would get back to me on Monday but do not feel confortable approaching this situation without someone from BBB burearu helping me.Customer response
08/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*************************Initial Complaint
03/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
they use unfair trade practices.....since im a elderly woman that they can rob me blind and they have done it to a group of my friends as well.
They did not live up to their end of the contract where they were to check the unit 2 times a year and were only coming out 1 time a year. Also they were trying to sell me something I did notvwant.
Customer response
03/28/2022
They did not live up to their end of the contract where they were to check the unit 2 times a year and were only coming out 1 time a year. Also they were trying to sell me something I did not want.
Business response
03/28/2022
Prior to this complaint , we made an internal attempt to reach an amicable resolution with our client but unfortunately it couldn't be done. We will honor their request and no longer pursue this matter. All discussed refunds and credits will be issued as promised.Customer response
03/28/2022
Complaint: ********
I am rejecting this response because:
I do not trust them to follow through with what they said. Just like they would say they would be at my location at a certain time and then they cancel or are 4 hours late.
Regards,
*******************************
Initial Complaint
03/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
March 8th 0 dollars On a contract for ****** HVAC The contract wasn't explained to me and my wife during the time of the purchase the salesman was a bit pushy towards us and we were a first-time home buyer. I've got it in contact with them more than five times they keep giving us the runaround. They said their policy is only 3 days I don't know how you can give a customer 3 days to decide on that I reached out to them this past Wednesday, ****************** But I still haven't received anything feedback from them.Business response
03/21/2022
We are currently onsite with the original tech and a member of our management team. We will do whatever it takes to find a resolution to this matter.Initial Complaint
02/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ive paid **** dollars for a new heating and air conditioner with a one year warranty.. on a 3 year old house it hasnt even been a year I have no heatBusiness response
02/17/2022
We've received our clients concerns and have reached out to them to find a resolution to this matter.Initial Complaint
01/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We called *** Wayne to replace our old water heater on 06/16/21. They were professional and seemed knowledgeable about their jobs.Since that time, we have called them at least 4 times because of something going wrong with our water heater. This last time (yesterday) it knocked out power to our entire house momentarily.So we called another company and they sent someone out, only to find out the 2 gentleman wired the water heater wrong and could have burned my house down. Still waiting for someone from *** Wayne to fix thisBusiness response
01/05/2022
We've already reached out to our client and currently have a Service Technician onsite assessing and correcting these issues. We will make this right.
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Customer Complaints Summary
17 total complaints in the last 3 years.
1 complaints closed in the last 12 months.