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:04/07/2025

  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.

  Date of service 3/4/2025 I am writing to express my frustration and dissatisfaction with the service I received from Lifetime Heating and Cooling.The main issue I called in for was not addressed during the initial service visit. Despite this, the company sent an additional technician, who failed to acknowledge or properly assess the issue at hand. After a replacement part was installed, I was charged for it, only to find that it did not resolve the original problem. When the technician realized the part didnt fix the issue, he referred to it as a "new error." However, I have documented proof that this was the same issue I had reported from the start.Furthermore, I was then told that additional parts were required, at a cost of $2,200, which I felt was an unfair and unnecessary upsell. When I tried to discuss and work through a resolution with the company, I was told they would report to the manufacturer that the parts would not be covered under warranty, and they used this as leverage to offer me a better deal. This feels manipulative and unprofessional.Based on my experience, I am concerned that the company's business practices are fraudulent and lack transparency. I expect a full investigation into this matter and a resolution that addresses both the unresolved issue and the unethical approach to customer service.Please advise on how this issue can be resolved promptly. If necessary, I will seek further actions to address the situation.Thank you for your attention to this matter. I look forward to your response.***** ***** ************

  

  Business Response

  Date: 05/05/2025

  We appreciate the opportunity to respond to the customer's concerns and would like to sincerely apologize for any inconvenience they experienced during our service.

  
  The initial service call was scheduled to diagnose an issue with the customer's Carrier equipment. Unfortunately, our technician **** arrived later than anticipated and was unable to reach technical support at that time to confirm a full diagnostic. We understand how this may have caused frustration and regret the delay.

  
  We later returned with two technicians, **** and ******, and were able to confirm that the outdoor unit (***) control board was damaged and not sending current properly. Since the operation of the system and all components originates from the outdoor unit, it is not possible to know the condition of the rest of the system until that is repaired. We provided a quote to replace the *** control board under the manufacturers warranty and offered a maintenance plan as part of the proposal.

  
  Once the repair parts were obtained and the repairs were completed on the outdoor unit, the indoor unit (IDU) was able to be further diagnosed. Specifically, a failed control board and blower motor were identified. It is not uncommon to see multiple components damaged. It is typically the result of a power surge or other event causing irregular voltage. A separate quote was presented to the customer for those additional repairs.

  
  The customer invested in our maintenance plan which included a substantial discount on the repairs. The customer cancelled the maintenance program after the initial repairs were made. We promptly refunded the customer for the maintenance plan, but did not collect the discounted amount we gave as a benefit along with the maintenance plan.
  Additionally, we recognize that our invoice summary lacked some clarity, specifically in identifying the exact control board being replaced. This was an oversight, and we are taking steps internally to ensure that all future invoices clearly reflect the work performed and the components involved.

  
  To date, the customer has been charged approximately $335 plus tax for the *** control board replacement. While we regret the miscommunications and procedural missteps, we have acted in good faith to resolve the issues, including issuing a refund and providing warranty-backed repairs. The additional repairs were not accepted by the customer, and they have not been charged anything additional to the initial repair total.

  
  We value our customers and are committed to improving our service and communication standards to prevent similar issues in the future.
  
  
  ******* Philp 
  General Manager
    *****************************************************************************************************
  
    ************
  
    ************
  
    **********************************************
  
  

  
  

• Initial Complaint

  Date:06/22/2024

  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 received the collection notice from ************************* on behalf of Lifetime ******************************** for $191.71 for ** diagnostic fee. I mailed the letter to ************************* on 6/14/2024 explaining that Lifetime ******************************** broke the 2 year labor guarantee and did not complete the diagnostic test on 5/17/2024, but want to charge me $175 and $1.94 late fee, totaling $192.34 for a diagnostic test that the Lifetime technician ************************* did not complete. ************************* ignored my explanation letter to dismiss the incorrect charge and sent me another collection letter for $192.34. The technician that Lifetime sent out to my residence was too big and he refused to climb up the ladder to examine the mother circuit control board up on the attic, so he could not complete the diagnostic and took the picture of my ladder for his incomplete diagnostic form. He stated that Lifetime should schedule for another thinner technician to complete the diagnostic test. The technician and I had informed Lifetime Heating and Cooling of the issue. Lifetime Heating refused to send out another technician to complete the diagnostic test and kept insisting that I need to pay them $175 for the diagnostic test that ************************* did not complete. In May and June 2024 I had to hire another company to complete the diagnostic and fixed my ** that Lifetime in May 2022. The Greenwood technician stated that Lifetime might not properly fill up the refrigerant level when Lifetime first installed the ** in 2022, causing the motor to fail. I reported the ** problem to Lifetime in Dec 2023 while it was still under the 2 year labor guarantee, but Lifetime did not send out any technician to do the diagnostic test then. Instead Lifetime kept asking me to pay for the ** maintenance in the winter of 2023. When I reported the ** problem to Lifetime in Dec 2023, Lifetime then realized that they had not schedule for inspection in 2022.

  

  Business Response

  Date: 06/25/2024

  We called ********** on December 28, 2023 and offered maintenance on her equipment, which she declined. A transcript of the phone call is attached. We also reached out to her via text in January, 2024 reminding her that her mechanical permit was about to expire and an inspection of our installation needed to be scheduled. ********** didn't say at that time there was an issue with the equipment. She did schedule the inspection by King ******* and the equipment we installed passed inspection on January 12, 2024. The permit details are also attached. She did not report a problem with her system until she called in on May 13, 2024. We scheduled a technician to go to her home on May 17, 2024 and informed her via phone and email that there would be a diagnostic fee if the issue was unrelated to our installation. While our technician did have an issue getting into the attic due to built in closet shelves, he was able to run diagnostic tests on the outdoor equipment and troubleshoot the issue. After that point we were unable to get a hold of ********** again. She refused to pay the diagnostic fee when our technician tried to collect and never took a call from our office again, even to discuss the issues that she had with the work that was (or wasnt) performed, or to schedule another technician to go to her home. We attempted to call her seven times between May 21 and June 4 and ********** never answered, nor did she call back. On June 4 a message was left for her stating that she would be sent to collections if she didnt pay her past due invoice, yet she never called our office to discuss.

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21886309
  
  I am rejecting this response because:
  Lifetime keeps denying that I reported the ** problem in December 2023, but the recording proves that I reported the problem. Instead of sending an installation technician to examine the **, Lifetime only scheduled for an inspector. That was why Lifetime realized that Lifetime failed to schedule for the inspection in May 2022 when Lifetime installed in 2022. The inspector that Lifetime sent over only spent a minute looking up at the attic, did not go up the attic and didnt turn on the **. The purpose of inspection was about safety not about whether the ** was functioning/performing or not. It was in the middle of winter and Lifetime asked me to schedule and pay for maintenance. That was why in the recording I asked Lifetime to send someone out in April, but Lifetime never scheduled for a technician to come in April 2024. That was why I called again in May 2024. However the technician could not complete the diagnostics test and fail to report why a brand new ** motor would fail in 2 years. The technician was busy troubleshooting another problem with another technician at another residence. The technician failed to diagnose why a brand new ** motor failed in two years when it was not supposed to. 
  I emailed Lifetime on 5/17 after the incomplete diagnostic test. I have been taking to Lifetime over the phone many times. Each time Lifetime would deny and find ways to not honor the 2 year performance guarantee. Lifetime only offers me to pay maintenance and diagnostics fees for the plumbing and heater maintenance, but would not honor the 2 year performance guarantee for the ** problem. After my explanation email in 5/17 Lifetime still send me the bills. The attached email shows that Lifetime on 5/20 insisting that I have to pay for the incomplete diagnostic. So disappointed with Lifetime I had to pay another company to properly diagnose the ** and repair it because Lifetime failed to properly install it in May 2022. Talking so many times with Lifetime and I feel being scammed and deceived. I dont wish to talk to Lifetime on the phone anymore. Please read the attached documents. Lifetime needs to stop sending me to collections for the incomplete diagnostics. Lifetime breached the  contract. A brand new ** motor fails in two year when its not supposed to!! 

  Sincerely,
  
  ************************

  

  Business Response

  Date: 07/31/2024

  Please see the transcript of ************** call to Lifetime on December 28, 2023. There is no statement that her system isn't working properly, nor a request that we send a technician out. The inspection that was scheduled and performed has nothing to do with the rest of this complaint. We include in the paperwork we provide to customers who have a new HVAC system installed instructions about scheduling their own inspections. This way we don't have to play the middle man between customer and inspector. The text messages attached include communication regarding the inspection. This was only in regards to the mechanical permit required for the work Lifetime performed, not any issues ********** may have had at that time with her AC system. The mechanical permit and inspection results are included. It wasn't until May 13, 2024 that ********** called in and reported an issue with her system. The transcript of that call is included here. The manager that ********** spoke with informed her that if the issue she was having had to do with our workmanship, we would repair it for free, but if it was something else, she would have to pay a diagnostic fee of $175 plus tax. We never added on any late fees or interest - that was something the collection agency did. I understand that ********** took issue with our technician's diagnostic because he did not go into her attic. However, his conclusion was the exact same as the conclusion of the technician she hired through another company (*********). Both diagnostic reports are attached, as they have previously been provided to the Washington State Attorney General and forwarded on to us. After her refusal to pay when our technician was at her home, our office reached out to ********** to attempt collection a total of six times - May 21, May 23, May 24, May 28,May 30, and June 4. Not once did she take a call to discuss why she wouldnt pay or have any conversation. The final call on June 4 was from our Accounting Manager informing her that if we didnt receive payment by end of day on June 6 that she would be sent to collections on June 7. ********** was given the direct phone number for the Accounting Manager and invited to call. Customers invoice was also emailed to her multiple times with a link to pay online and yet it was never paid, nor did she contact our office after the May 13 call during which she scheduled the diagnostic appointment. collections. 

• Initial Complaint

  Date:06/06/2024

  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.

  We had lifetime heating and air to our house on January 17, 2024 to repair our heat pump/heater that wasnt heating. They ordered a new motherboard which was over $2000 and did not show back up with the part to repair the heater for weeks. We had to purchase 7 small space heaters for the whole house just to keep pipes from freezing. They determined that it was unrepairable after the mother board failed to fix the issue. We purchased a brand new heat pump and back up gas furnace for both the upstairs and the downstairs for 25k. They came to install both new units on 3/6/2024. Today is 6/6/2024 and they have been fully paid and we are still unable to use the upstairs unit at all!! They drilled a hole in the first unit during installation which rendered the unit useless. A new unit was ordered and brought out weeks later. The unit was not working properly and we called multiple times to get them to come and troubleshoot why a BRAND NEW unit is still not working. First they told us it was because the refrigerant was low and the technician they sent wasnt certified to put in refrigerant. We waited weeks again until they could send a refrigerant technician out and he stated it was not due to the refrigerant, but a valve was sticking and he needed to order the part. He left & the upstairs heater stayed on nonstop and heated the house to 98 degrees and the heater would NOT turn off. We called the emergency line because even turning off the breaker would not turn off the heater. We were afraid our house would catch fire since the beaker box wouldnt turn off the heater. We called and they wouldnt send someone until I told them I was going to file a complaint on their business license. The technician came the next morning and he was able to turn the heater off and told us not turn it back on at all. We waited over a month and they came out today and had the wrong part. They could not provide a definitive answer to a solution to get this working after 6 months and 25k!!

  

  Business Response

  Date: 06/19/2024

  We reached out to Customer in regard to complaint filed. Customer's equipment is now working and we have offered free maintenance on all HVAC equipment as an apology for all they have been through.