ComplaintsforCapella Air Conditioning

• Initial Complaint

  07/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I had a new AC unit installed by Capella. Had issues every year with installation that they could not fix but just kept refilling. 4 years in a row. Same issue. Not cooling. They file bankruptcy and sold off business to an AC company called NRG. 2 years later im dealing with them. Paying more fees and cost. Now they have sold off this year to a new company. This is bad business and seems illegal!! I purchased a product that is defective and they cam run from their responsibility.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In June 2020 I purchased a Brand new AC unit for my home for $ ****. O have had issues with yhis unit annually not cooling my home and not working right. I have had them come out every year to deal with the issue with no resolve. Fill my unit with refrigerant to last menthe summer season. They contract out so a different person comes every time and days their is a leak or the unit is bad. This is the 3 rd year I call this company to complain that my unit is not cooling and to find out that they have closed and gave my information to another AC business!! I had to explain the situation and they take zero responsibility. I paid over **************************************************************************************************** near **** dollars!! I would Like Cappella to refund me my **** dollars so I can purchase a unit that works.Capella and now New AC business who has my info. ************* ************

• Initial Complaint

  06/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Was charged to remove and properly abate ***************** flue pipe per their invoice for **** on ******** On ****** I had some work done by ****************************************. At that time the service tech indicated my flue pipe needed to be replaced and took pictures to show me. I had indicated to him that I had replace it back on ******** The service tech stated it had not been replaced. I called Capella nd spoke with a female Manager and explained my situation. She stated she would look into it and get back to me. I have not heard back from her and have called several times with no response.

  Business response

  07/06/2022

  Business Response /* (1000, 5, 2022/06/21) */ Hello, We have already spoken to your daughter as of this morning and informed her the refund is already going to be sent to you and in the mail as of today. It is unfortunate that you have resorted to *** to file a complaint after we have provided you with a solution.

• Initial Complaint

  12/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/28/21 My AC stopped working during a heat wave. 8/30/21 signed contract with ******* hvac for anew ac unit for $**** which was installed one week later on top of the old furnace. The unit worked for 3 days and quit. ** light not installed as agreed to. Service rep made adjustments along with additional parts for a further $750. AC continued to work. In October the furnace did not work???. On 10/16/21 signed contract for new furnace for ****** New furnace installed one week later and worked well for a week. On 11/23 21 furnace not working. Service tech said a part was defective and will get new part. 2 weeks later the part arrives but changing it has not helped. Asked for anew furnace to be installed. Refused on the grounds that it is now a warranty issue. Furnace still not working. Techs spend 3hours with no solution. Asked for my copy of the manual. ************** Temperature in the house is low sixties. Purchased two space heaters and had the oven on to heat the house.3 days later no one knows what is happening and no information as what will be done. $16,000 down the drain. Am 80 years old and it appears ******* is ******* off senior ********* I am worried that with no heat for one month during this cold weather that I will get ********* and ****

  Business response

  01/04/2022

  Business Response /* (1000, 5, 2021/12/20) */ Hello *******, as we do understand the frustration you are experiencing, we have explained to you on multiple occasions that we are working with the manufacturer in order to get the right parts for your system that were faulty on your unit. These parts are also covered under warranty. We are not trying to let you freeze in any regard. Many manufacturers are experiencing severe national shortages on parts and equipment, so we cannot control these items in our office as they are directly from the manufacturer. There is only so much we can do when we are at their mercy. We are not suppliers, just merely installers and service technicians, so we do not carry model specific parts in our office or on our trucks. I'm not sure why you think we are ignoring you when you contact us every day and yell at our office staff with incredibly rude remarks or disrespectful demands when all we are trying to do is help you. But it's difficult to help someone who refuses to listen to reason. We do appreciate your patience with this matter while we try to receive your parts to get your system working. Business Response /* (4000, 8, 2021/12/21) */ Our main office is located in Chatsworth. And you're more than welcome to arrive here. However, our main office is closed to the public. And yes, you are in fact correct with the delays. As stated, there is a nationwide shortage on parts right now. Every company is facing the same issues we are. So we only ask for your patience in this matter. We were given one element to a two part component on your furnace. Your owner's manual was also left with you at time of installation. If you would like another copy. All you have to do is ask our office staff instead of resorting to BBB complaints and someone can get that to you as quickly as possible. However we don't have your email, so by asking our office staff we would ask for that information as well. Our technicians do not carry hundreds of pamphlets on their trucks to hand them out during warranty calls such as this.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We hired this company to fix a ******* problem with our ******* They sent out someone to inspect the system and determined the problem was a wire from the circuit board to the thermostat needed to be replaced for a charge of $****** we agreed to have the unit fixed. It worked for one day and went out again. We called the company out again to see what's going on. After a check again they ********** now the problem is the unit itself and needs to be replaced at a fee of ****.00. We should have been told this in the beginning so we could make a decision at that time to replace the unit instead of paying ****** for no reason. They stated they had to fix the ********** problem to get the unit working but at this point I don't trust anything they tell us. There service level is ************ and information they provide to there customers is *********** The ******* system is still not working after dishing out ******.

  Business response

  05/31/2022

  Business Response /* (1000, 5, 2021/12/07) */ Hello Mr. *****, We went out there to do the job we were ********** to do. Your system was not ******* on from our initial diagnosis. So we provided you the information to be able to get the system turned on, which you and your wife agreed to. We do not provide a warranty on small repairs such as these, nor can we guarantee that small repairs are the solution to a mechanical problem such as yours. We replaced your ********** wires to be able to get the system *********** and turning on. It worked upon completion of that repair. When you called us out a second time a week later, we did another further diagnosis and found that your furnace has a cracked heat exchanger. This is an integral part of a furnace operation and the reason your system will not stay on. It continues to cycle on and off as a safety precaution due to the possibility of further damage and possible ******* We provided you a number of ***** for ************ which we also told you we would apply the amount you have already paid to the total cost. Definitely not ***** as you claim. While ******** with our office *********** you were unreasonable over the phone and threatened our company with ********** without having an understanding of how a furnace functions. We would only like to help you in this situation with a professional *********** If you were not happy with the cost of the repair, you should have contacted us prior to us ********** the work. We would have been happy to explain things in more detail. Mechanical systems have hundreds of ********** that all serve a different purpose within them. We ******** one component that you needed done regardless of a ******* heat ********** Consumer Response /* (3000, 7, 2021/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) These accusations are unfair. This company stated the system did not turn on, and their diagnosis was the thermostat? The system does turn on as the air conditioning works well, but is not producing heat. Our problem is that the technical could not have performed a thorough inspection of this unit, because the issue was a cracked heat exchanger, not a thermostat problem, which was the diagnosis given, and what we paid for. It was only after the 2nd call/visit from a DIFFERENT technician (because the unit stop producing heat, again) that the cracked heat exchanger was the problem? We paid for a service (thermostat) that was not the problem, and if an initial, thorough, diagnosis of the unit had been performed, we could have been able determine how to move forward, because we have a warranty for a cracked heat exchanger. This Contract of work performed, without a proper diagnosis of an issue is mind booggling? We request a reimbursement from the money paid for services rendered, because this service was unnecessary, and was not the problem for this system. Thank you. Business Response /* (4000, 20, 2022/05/13) */ We still performed a service that was needed on the system. A contract was signed for said service. We cannot refund for doing a job that was still required to be done for your system.

*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. ↩