ComplaintsforTriple Play Home Services Heating, Air Conditioning & Plumbing

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6-23-2024 my stepdaughters AC went out after a power hit. I was stuck at work and could not assist. My wife called a couple places and talked to someone at Triple ***************** and was able to get a technician out on a Sunday evening. When he got there the unit started working, the technician told her it had tripped on high head pressure because the coil was dirty. Okay I might go with that seeing how I had not cleaned the unit yet, and it does get cotton wood on it. The problem is he did not dismantle the housing and wash the coil from the inside out and maybe use a coil cleaner to help remove dirt and debris, he took a hose to it and washed the coil from the outside in which pushes dirt and debris deeper into the coil, which can be more harmful then helpful. Then charged $266.95 for this poor service. I went today and cleaned it properly and took pictures of his less then professional work.

  

  Business response

  07/08/2024

  As the customer's father stated we did receive a service call request on a Sunday evening during a heat wave, we responded within 1 hour and performed diagnostics. we rinsed off the unit only because we could not further diagnosis the system without doing so as it was extremely dirty. We however did not charge them for this cleaning. we offered to do a deep cleaning for a cost but were told that her dad would do it. once we got some of the debris off the unit we were able to determine there was nothing besides the cleaning (which they denied having us do) that would be needed. they were simply charged an after hours service fee and labor to diagnose the system. not sure that warrants a refund as we did what was paid for. again no charge was made for any cleaning. while we want every customer satisfied, they declined having us do a proper cleaning in an effort to save money which we totally understand, but our employees time and company recourses were spent in order to go to the home and i cant see why that should be free.

  Customer response

  07/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: What was discussed was a membership that the business apparently offers to clean it twice a year. She declined the offer. She thought it was cleaned properly. This was a bad job, you never clean a coil from the outside pushing the debre deeper into a coil, under any circumstances. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June of 2021 Triple Play sold me a Halo air purifying system for roughly $1500, which they installed in my HVAC system. In April of 2023 while doing a HVAC tune up they discovered it was not working. I was told it had a 2 year warranty and the light bulb an even longer warranty so they would replace it. They proceeded to look up serial numbers to locate where they was acquired it from to acquire another. This proved to be difficult for them and they were not able to do so during my service call. They left telling me someone would call with a time to come replace it. A month went by, no call. I emailed them and was told when they had the part they would contact me. In June a girl called to set up a hot water tank flushing as that was part of my membership. I told her I wanted the Halo replaced or repaired also. She said, "let me check and see if we have that part and I'll call you back. I promise I'll call you back in about 5 minutes". No one ever called back. It's now July 31 2023 and still have not heard from them. You get the special customer white glove treatment while they are selling you something but they won't provide customer service on what they sell. At this point I don't trust them in my Attic and want to return the Halo for a refund.

  

  Business response

  08/03/2023

  Hello *****, 

  I deeply apologize that it has taken so long for this to be resolved. We have located a replacement HALO for your home, the manufacture is giving you a brand new unit for us to replace and install. Our Service Manager ******** has left you two voicemails to do this if you could please cal us back to ************ and ask for ***************** 

  Thank you,

  ********************;

  Customer response

  08/04/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Triple play home services charged me for improper and incomplete work. I want my money back for my time and work to buy and fix their mistakes. They charged me $870. They were called to change a TXV valve on an AC unit that they diagnosed as bad. The unfinished job took a total of 10 hours over 2 days and still wasnt finished. I had to call another company to finish the job.

  

  Business response

  10/24/2023

  Hello, *********** did have us out originally to do a discounted spring service. while doing this service we discovered that the ***** metering device) was faulty and causing poor cooling. We discussed all of his options with him and he agreed and accepted our purposal to make the repairs. We ordered the part from our supplier and scheduled to make the repairs. Once we recieved the part and started the work we realized the part they gave us was the wrong part and we had to order another one. So that *********** would not be too uncomfortable, We brought out and loaned one of our portable Air conditioners, Set it up for him and verified that everything was working. We then returned with the new part and began the repair. He is correct that it took 10 hours over 2 days to do the work, Some jobs can take some time to do properly. during this 2nd visit he had a friend who does air conditioning work on the side show up, He began questioning ************** on everything he was doing and hooking his tools up to the equipment, this didnt help speed us up at all as he was distracting the technician. *********** then said he would like his friend to finish the work for him. This whole sitiuation is highly unusual and feels a bit like this friend maybe offered to do it for less cost and finally showed up mid project. We had a signed estimate and had spent our time and materials already at that point. We dont feel like a refund is due as we did everything that was promised and worked hard to satisfy this customer, even going the extra mile and loaning temporary cooling for him.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  HVAC Solutions is operating under the business name Triple Play. Our AC went out on July 2, 2022, we found Triple Play who could come out on July 5, 2022. They determined the blower motor, AC fan motor & capacitors needed to be replaced and quoted a price of $2572.00 The technicians were cordial and one was in training. They made the repairs and within a few days the unit began running loud, and on July 16th the unit completely stopped working. Upon inspection, we found that the blower fan (squirrel cage) was completely bent and ripped. It was not damaged nor was it replaced in their visit. Come to find out, they had installed the motor incorrectly which made the unit unbalanced. It had vibrated itself to death until it shredded the fan. Since they caused damage the first time out, we didn't want them to touch it again, so we contacted another party and had a new fan ordered. (without air for two weeks in triple digit temps too). The new fan was installed on July 29, 2022 and we had air again. As soon as the new fan was installed and the unit turned on, we knew immediately it had serious damage and would need to be replaced; the vibration was too violent. By August 1, 2022 the unit had seized and was completely incapacitated. The vibrations destroyed the new fan & shook our entire house. Triple Play destroyed our HVAC unit and now refuses to refund the cost. They destroyed our system and not only are we out their $2572, but also the cost of a brand new unit. We have contacted them several times and requested a refund and offered to return their parts so they are only out the labor. They refuse to work with us. We had to call multiple times just to get the first return phone call. I have pictures to support the incident.
  

  

  Business response

  09/26/2022

  We were called out to ********************* home on july 5th 2022. for an air conditioner not working. After spending about 2.5 hours doing a thorough diagnostic he was presented with several options for repair. the customer chose his level of repair and we got to work getting his unit working. He paid his bill once repairs were completed and we left. we strive to give great customer service and he didn't tell us he received any different. this was the last we heard from this customer until over a month later when we received a call saying we had damaged his unit and he wanted a full refund. He explained that he had called another person out to look at the system and that person said he would have to replace all of his equipment, this was never a recommendation from us so not sure why it was from this other person as the issue was only a blower motor and a blower wheel. If the parts we had installed had failed for any reason we fully warranty our work and would have made him first priority and fixed his unit at no additional charge! However we didn't receive a call regarding this issue until this other person had already been working on this system or possibly even replaced it.we asked the customer to provide us with the findings from the licenced contractor along with his invoice so we could speak with them and try to come up with a resolution, ***************** refused to provide us with anything besides a a computer invoice with no company name, no licence number no phone number. we were never given a chance to warranty the issue at hand.

   

  Customer response

  09/27/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Triple Play arrived to do repairs on July 5th. They offered three different sets of repairs and we chose the mid-range. The only repair we declined was to add refrigerant.  The diagnosis was the blower motor had stopped working.  They replaced the blower motor, capacitors and a motor on the compressor.  The unit immediately started running hard and by the 16th it had completely stopped running. We checked the unit ourselves and it was obvious that the wheel was seized up. We called another company that we had worked with in the past to assess the unit and they determined the blower motor had been replaced with aftermarket motor and universal belly band. The belly band was mounted to the blower housing without the rubber isolation bushings in place (found them discarded in the pan). The damage to furnace was due to motor being mounted without vibration isolators which caused excessive vibration creating irreversible damage to the house and furnace where housing mounts. We called Triple Play several times before finally getting someone to return the call.  We initially were requesting a refund on their parts only, but were immediately told "no, there is nothing we can do".  We then requested a full refund.   We redacted the company information on the receipt from the second repair because I am not trying to pit the two companies at each other. The issue is between me (customer) and ********************** Play. Not the second company.  We didn't call Triple Play back to address the repair because something obviously went wrong with their repair, so we used someone we'd worked with in the past. Our other concern is that Triple Play was training a new employee while doing our repair, so they are being trained to install incorrectly.
  

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

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