ComplaintsforLegacy Home Services

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Legacy Heating and Air in *************, (Now Legacy ************* installed my house AC system in 2016. The system came with 10-year warranty for part and labor. My system requires major service every other year. It has had the motor blower replaced once, the entire furnace replaced one, and other major components on two other occassions.My motor blower is broken again. Occurred on Sunday 8/27/23 resulting in my homes air conditioning not working. On the day it broke, the temperature in ************* was 102 degrees. They do not have a replacement part and will take several days to get. At first, they would not provide any window ac units to allows us to remain in our house. They were able to eventually "throw one together" late Sunday. I live in a 4 bedroom house and my family sleeps in 4 separate bedrooms. I was forced to stay at an Airbnb for the night of Sunday 8/27/23 at a cost of over $200. This also caused an inconvenience to my school aged children, having to take things to the rental in order to be ready for school the next morning. Additionally, my wife and I work from home, it is impossible to work from home with the current conditions in the home.On Monday 8/28/23, again the temperature is over 100 degrees outside and over 86 degrees inside my home, they are still unable to find the part to repair my system. Once again, it needs the blower motor replaced. Once again, they are telling me they do not have any window units to assist me. I cannot stay the night in the home with the current temperatures we are having.I asked to speak to the owner and ***** said the owner is no longer involved with the day-to-day operations of the company.Last time my system broke down, in 2021, they admitted that they sold me a ********************* admitted, it is just a bad system.Even when they fix the current issue, I expect it to break again next year and the year after and the year after until my 10-year warranty expires.I want them to reimburse me for the inconvenience of having to put my family in hotels everytime it breaks and to replace the entire system due to the fact they sold me a Lemon.

  Business response

  09/27/2023

  Hi ******************,

  I'm sorry to hear about the inconveniences you've had with your HVAC system over the past 7 years. In the course of every customer we interact with and every system we install, we don't want a unit to breakdown. Most manufacturer's provide the 10 year labor warranty on equipment to help cover the costs of part replacements (should they fail) and some manufacturer's or third-party warranty companies provide extended labor warranties to help cover the costs associated with the repairs. We've partnered over the years to offer this extended labor warranty to help limit customer's out-of-pocket expenses in relation to when the unforeseen part's fail.

  With your specific situation, with a failure on Sunday, we were not able to reach the supply house to locate the part. Our on-call technician was running service calls that day and after serving another customer after the original diagnostic call, was able to return with a portable AC unit. While we understand these won't cool an entire home, we compassionately feel for customers when a major component fails and we can't repair it quickly. Urgency, when we can control the outcomes, is paramount to the service we provide. If we have a portable available, we will do our best to get them to the customer quickly to help provide some temporary relief.

  Unfortunately, on Monday the supplier did not have the motor in stock and it had to be shipped in. We empathize with your frustration on the delay in getting it repaired, but because of our relationship with the supplier, were able to get them to get us a new motor from a brand-new, unopened unit - not typical for standard part warranties, but due to unfortunate nature of delay in part arrival time, accommodations were made for us to serve our customer.

  As the General Manager of **********************, I am available to speak with customers when needed. I'm sorry we were not able to connect in August when this issue occurred and I've spoken with our staff about how to handle a request like this in the future. I did reach out on Monday, 9/25/23, to talk through this complaint and find a resolution for you, but have not received a call back. **************** is our top priority and rectifying your situation is of the utmost concern. Please reach out to me when convenient so we can resolve these issues. Thank you!

*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. ↩