ComplaintsforCertified Climate Control LLC

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 13, 2024 I was charged $350.59 for replacement of the contactor on the compressor unit of my HVAC system during a quarterly service call. I have since learned that is an outrageous and unconsionable charge for a part that can be obtained for as little as $11.53. As for labor, since the tech was inspecting the unit during the quarterly service call, I don't think there should have been such an exorbitant charge for this part OR labor. I would be willing to pay a reasonable amount for the part and service, but when I received a call from CCC's service amanger, he told me he has to charge this amount to cover his overhead and payroll. I am very disappointed with this experience, which amounts to a gross overcharge of an unsuspecting, trusting customer. I have been a long time customer (20 yrs +/-) and have recomended ********************** to many neighbors and friends in the past. This experience leads me to believe that I should put those friends and neighbors on notice that CCC's business practices have changed for the worse.

  

  Business response

  10/14/2024

  While the cost of skilled and trained labor in diagnosing, maintaining and servicing HVAC equipment is increasing due to labor, training and logistics costs and the price is consistent for trusted and longer term operating HVAC businesses we would certainly like to settle our customer Mr. ******* complaint as a longer term and valued client of ours.  We would be willing to refund him $150.00 to satisfy his request and retain him as a client of CCC's.   Sincerely, General Manager of Certified Climate Control. 

  Customer response

  10/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, while not wholly satisfactory to me, At $200 ($350 minus the $150 reimbursement) for a part that could be obtained by me for approximately $17 inclusive of shipping  (and I'm sure CCC gets parts at wholesale) is still gouging. This was not a service call prompted by a problem. The part was relaced during a quarterly maintenance call pursuant to a contracted maintenance plan and the serviceman was on the property . However, I want to put this matter behind me and while I will accept the $150 reimbursement, I have lost confidence in CCC and will not continue as a customer.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  09/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had a new Daikin AC until installed by Certified Climate Control on November 19, 2019, with a 10-year parts and labor warranty. On September 5, 2024, we had a 6-month maintenance done and it was discovered that we had a refrigerant leak, and the coils had ice on them. We expected the repair to be done right away but was told due to having to order the new coil part from ***** it would be Monday/Tuesday. Today we were informed it will not be installed until Wednesday September 11th between 9 & 11am if the part comes in. So far, we have been without AC for 5 days/4 nights. This wait time for a covered warranty part in the state of ******* is unacceptable. If not available that day, the part should be overnighted and serviced the next day. Daikin and Certified Climate Control both know this is a known issue and they should have the parts available or have easy access to them. I expect Certified Climate Control to find the part and repair my until today and come up with a plan to better service their customers in the future when this issue arises. Also, they still made us pay $119 for the maintenance when the warranty issue was discovered. Everyone, please be aware of the warranty you are being given and if it states if refrigerant is included. Also ask if they service warranty parts immediately. Our neighbor two door down had the same unit installed around the same time and he had the same issue about two weeks ago; refrigerant leak and he had to wait on the part as well. We were also both notified that we were responsible for the price of the refrigerant since that is not covered under the warranty at $94.00 per pound. The technician stated our unit will take at least 6 pounds. I had to sign for 9 lbs but would only have to pay for what they use. We also notified Certified Climate Control that my mom is 82 years old, and we need this repaired immediately. That info has not expeditated the wait time at all.

  

  Business response

  09/11/2024

  We fully understand the frustration with what you have going on and management did speak with this customer prior to this complaint being made. I want to be clear with what we spoke about. We are the service, installation, and repair dealer. We are not the manufacture and we not have every part for every unit on hand at all times. We do keep hundred's  of parts in stock and even on trucks, but like it was explained, there are limitation to what we can carry for many reasons. Part's that are large and unit specific are not held by a company because they are only for the one brand and model unit. The coils and large parts are very expensive. To try and hold all the large parts needed to meet every unit we have in the fields needs, would take a warehouse the size of an amazon hub if not multiple hubs. This is why your manufacture has over 4 local warehouse locations so they stock as many parts as possible. Your neighbor may have been lucky and they had a coil at the local branch, but if not, it needs to be ordered. Like we discussed, when I ordered your part, they have zero in the state or a surrounding state. They are bringing it from the main plant in ***** and there is nothing I can do to speed that up. It has a rush order and we mentioned you are down, but that only goes so far if they having back orders on parts at all. I do fully understand that this is frustrating but there is nothing more we can do if they do not have the part. I can't make it or use an aftermarket part without voiding your warranty or causing other issues. It would be fair to leave a bad review for the manufacture, but I feel this review is unfair. We did not just tell you it's not our fault and you have to wait. The head of the company called you to apologize and give you a few options while waiting. One is to add refrigerant to keep you cooling but was advised it will leak out and at a unknown rate so we urged that not to be done, but could get your whole home cooling temporarily. The other options was a portable unit that would cool one room very well until we could get the part in. There normally is a rental fee and that was waived and we would give that as another option at no charge. Both options have been turned down. There was nothing else we could do to satisfy your needs and we exhausted every option. We are sorry that you are going through this but we have went above and beyond to help in every way we can.  

  Customer response

  09/24/2024

   
  Complaint: 22260594
  
  I am rejecting this response because:

  This is a fair complaint. Warranty work should not take a week to complete. Especially in the state of *******. You should be able to service what you sell within 24 hours. You offered one portable unit, but stated there would be a $65 delivery charge. There are two people living in our house. We should have been offered 2 portable units at no charge. We were not going to pay you any more money. You need to contact ****** and let them know you are having major issues with their units that you sold to your customers and they need to be overnighting the parts. Ive lived in ******* since 1987 and Ive never experienced or heard of anyone waiting a week for a part. Especially with *****, *** & ****. Do not sell an AC unit in ******* that you dont have parts to or cant receive overnight parts. After you fixed the unit we did have a condensation issue and had to call you back out. Our neighbor had the same issue as well. The board under our unit had been damaged and you need to replace it vs just painting over it.
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  02/16/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint regarding the recent installation of a Daikin HVAC and air handler at my residence, conducted by your company, Certified Climate Control, LLC Air Conditioning. My name is *******************, and I am the homeowner and purchaser of the aforementioned HVAC system.Before proceeding with the installation, Certified Climate Control, LLC Air Conditioning salesman, *************************, assured me that I would be eligible for a manufacturer's rebate of $3000 upon completion. This information was communicated to me both verbally and in writing via text message from ****************** prior to the installation. Furthermore, the contract I signed explicitly stated that the manufacturer's rebate warranty would be provided to me after the installation.However, upon the completion of the installation, I was dismayed to receive an email from ****************** stating that Certified Climate Control, LLC Air Conditioning would retain the manufacturer's rebate, contrary to the terms we agreed upon. This sudden change in agreement is not only unprofessional but also deceptive.To address this matter, I am formally requesting the following actions to be taken by Certified Climate Control, LLC Air Conditioning:A refund of $3000, equivalent to the manufacturer's rebate promised to me before the installation.An official inspection of the installed HVAC and air handler, which has yet to be scheduled.I have attached records of the contract, email correspondence, and text messages exchanged between ****************** and myself as evidence of our agreement and the subsequent breach of contract by Certified Climate Control, LLC Air Conditioning.-*******************

  

  Business response

  02/23/2024

  There was a misunderstanding and failure on our part. Management did not know of any issue until the BBB compliant came in. The General Manager personally spoke with this customer after we realized what had happened. This issue has been resolved with the customer and he was refunded the amount requested. We want all customers to be happy and made sure this customer was in the end. We will even be looking at this customers fathers home because he was so happy with the outcome.

  Customer response

  02/23/2024

   
  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. Following a discussion with the General Manager of CCC, I have reinstated my trust in the company. The handling of my complaint upon BBB's intervention was exceptional. I fully agree with the GM's sentiments regarding future business dealings with CCC, including servicing or replacing AC units for other family members. CCC exemplifies excellence, with a General Manager who is truly top-notch!
  
  Sincerely,
  

  ***

• Initial Complaint

  04/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase a new air conditioning system from Certified Climate Control approximately two years ago. One of the primary features of the system was that parts and labor were covered for 10/12 years. One of the requirements was that the homeowner have CCC service the system once a year at a cost of approximately $100. As a result, I had the system serviced during January 2023. Today (4/1/2023) the system stopped cooling. I called CCC and they said to send a technician out on the weekend would cost $159. In other words, if the system they installed with a parts and labor warranty fails on the weekend (temp 90 degrees) the homeowner is out of luck unless they are willing to pay $159. I guess CCC expects systems to fail only Monday-Friday. In the past I have actually recommended CCC to family and friends. That will certainly never happen again.

  

  Business response

  04/04/2023

  We offer our customer's multiple options for booking a call. If you have an emergency, like you did, we offer after hour emergency services. If you would have chosen to wait until Monday or our next open availability for normal business hours, there would have been no fee for that call or repair your system because your labor warranty would have fully covered the issue you had. All warranties, on anything you buy, have limitations. Your labor warranty is limited to cover trip fees during normal business hours only. The labor warranty is a third party, not us. We do not have control over what they cover. This is why we tell all customers a price up front for evaluation/trip fees. The labor warranty does not cover everything, so even with a normal business hour call, we still will give a price and let you know that if it's covered by the warranty then it will be no charge. Until we come out, and make sure the issue is something covered by the warranty, we can't tell if we are getting reimbursed from the warranty company. For example, we see so many calls are from electrical issues with power from the home. Some even needing an electrician to fix. If we didn't tell our customers there could be an upfront charge, if not covered, we would sooner or later have to close doors due to us spending labor hours on calls and not being able to be reimbursed from the warranty company. We never force a customer to pick after hours, but if you want a company that answers on a Saturday and sees you the same day, then we are the company to call. We strive to deliver our customers with the absolute best value we can. We find the $159 fee is extremely reasonable for our level and quality of service. We also check with other companies regularly and find our after hour eval fee is better than other major competitors in our area that are $189 or higher. We hope to meet your needs in the future but know we will always be transparent on price up front and let you decide if you want to pay the emergency fee in the future. 

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