ComplaintsforPhoenix HVAC

• Initial Complaint

  07/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We left a one star review for this business on ****** for their lack of professionalism in handling s complaint we had about our Phoenix installed HVAC system. Our AC unit is too small for our home and we wanted to work with Phoenix to come to some sort of solution. The unprofessional responses from Phoenix lead us to leave a one star review. The company responded by publishing our home address on ******. This practice is wholly inappropriate, dangerous, and illegal retaliation.

  

  Business response

  07/22/2024

  We received this 1-star review 4 years after the installation.  There was never a complaint up until now with the customer.  The customer was educated on why we did not go with a bigger unit.  The customer is claiming that their home is 2700 square feet, and you can see by the attachment that the home is only 1335 square feet.  We did edit and remove the address off of our response immediately when the customer requested it.  We did supply the customer with many responses via email and phone call, however, they kept on insisting for a bigger unit.  If the basement has been finished since the time of our installation, then yes, a bigger unit would be needed. We also offered to the customer to come out to do another consultation for potential upgrades and the customer never responded to that request/offer.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company installed a new boiler in my multi unit building in December 2021. On October 28th I informed them that the boiler had stopped working. ****************** said that it was a major problem that should be covered by the warranty. They agreed and then told me it would take two weeks for the part to be delivered. It wasnt too cold yet so I said okay. After two weeks they said they didnt know how much longer or where the part was. I was angry but they assured me it would be done the weekend before Thanksgiving. It didnt happen. I call every day and get no help. Its now Wednesday 11/22 and nothing. The 5 day forecast has below freezing temperatures for the Holiday Weekend. They wont provide space heaters. I told the tenants to buy them and I would reimburse them. But they are elderly and on fixed incomes and need heat. I dont know what to do, Im worried about the dropping temperatures and the lack of concern from this company. Please Help.

  

  Business response

  12/21/2023

  Hello,

  On Oct 30th  we had our tech go to the property and found a client heat exchanger / boiler block needed to be replaced. Our ***, *****, had ordered the part from *** and was told it was going to be around 13 business days before the part would arrive to the client's home, At that point we educated our client about resources, to keep property heated until part came in . Our suggestions were to use electric heaters to provide tenants heat but we also suggested that if temperature was too cold at a property, the owner should look to other solutions, such as a hotel or an extended stay. We communicate with clients by phone, email and text messaging, as well as, in communication with ***.

  At some point around the 13th day, the part was not at property yet and Al called concerned, our company reached out to the *** representative, to figure out a date and time part might arrive. *** was looking to where the part was and was able to locate it on November 21st in ******** *** warehouse , and it was in the midst of Delivery. We tried to get an emergency boiler at that time due to temps decreasing possibly over the next few days. We had no luck on that date. We tried to reassure the client that the part was on its way and for him to inform us when it arrived.

  By Monday the part was nowhere on site and temperatures were below freezing. We called and finally were able to reach ***, the territory manager for ***, and she was able to push a new boiler instead of the boiler block due to the emergency of the situation. That night my husband (the owner ) and our install tech were able to get *** to deliver the Boiler and stayed late into the morning to install the new boiler.

  We always try our best to support our customers , and we will continue to do so. We take pride in our work and company. 
  

  Attached is our supporting documents.

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*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. ↩