ComplaintsforService First Pros, LLC

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a membership with this company which I have been satisfied the last several years.recently.I called them to come out to check My air conditioner (June 27, 2024) was told by the tech ****** needed a new starter. Once & paid work completed Then he tells me I needed a condenser and a new coil. Bascilly new unit!!! He tried to sell me a $9000 air conditioning unit. I want to be made whole -my $425 back. Though they said they would give me $75 for the starter, i called spoke with person **** said he was owner of business It would give me half the moneyback but I don't see why I should only get half i didnt need a starter tech did not initially do his due diligence in fi ding the prolem jn the first place if after get paid and unit still work..I want four hundred and twenty five dollars to be made whole..I still need air conditioner!!!

  

  Business response

  06/26/2024

  My technician came out and spent two hours trying to diagnose your system and give you options to resolve your issues. He had to replace a part in order to check the rest of the system out to see how everything else was going to function. You signed for it and agreed to the amount that he gave you. Replacing the part that was needed to get the rest of the system running it was found that with a 20-year-old system compressor was not functioning correctly. We gave you pricing for a new unit that is a part of our fair price guarantee with reputable contractors in the area.  Unfortunately we cannot compete with contractors who do rebuild air conditioners for $3500. I am sorry that you feel the way you feel! 

  Customer response

  06/28/2024

   
  Complaint: 21906964
  
  That system was installed 2014 , I have 2. however I will accept the 50% refund of $212.50 that we ( **** & I ) agreed to on the phone 6/26/2024.  I am a senior citizen in need of 2 units the 50% refund would be greatly  apprecaited.  Not looking for problems but want to feel satisfied as your member (customer) who has already spent thousands with your company.
  
  Sincerely,
  
  *****************************

  

  Business response

  07/31/2024

  Unfortunately, we cannot give a refund. We completed work that you authorized with signature on work order. This repair was required to further check system out. Were extremely sorry your not happy with the level of service we provided but we cannot compete with pricing on used hvac equipment installs. We only provided estimates for new equipment with warranty. 

  Customer response

  08/01/2024

   
  Complaint: 21906964
  
  I am rejecting this response because: 
  In a recorded call, **** who said he was the owner, said he would refund me 50% They're going back on their word.I did not need a starter.I'm not a technician so I took the guy's word for that.

  And however, I get another unit has nothing to do with this failed technicians response to what was needed.

  So as still a member, all this company can do for me.Is change of filter until my membership runs out?I have gotten over this.I will no longer use you other than the filter, If anything else is needed, I would not be calling this company.And I will give a bad review on the BBB Website I have nothing else other than that to say to this company.  I find it disgusting that they ripped off. A elderly person on a fixed income!  This leaves me to question all the work that I've had done this year from this company.I probably didn't need that and probably was overcharged.They can just kick rocks!!!

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

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2023, I received a cold call advertising a cheap tune-up. Since we hadnt had that done in over a year, I called Service First Pros and they came out. They were at my house for HOURS. They took a ton of pictures and told me how both my hvac units were in terrible condition and needed to be replaced. They turned off our heart because they claimed we had a leak. I got a second opinion who charged nothing and fixed a couple minor problems; he said there was no cause for them to turn off the heat. Fast forward to summer and our air conditioning isnt working. We find out that cables have been disconnected that were keeping our units from working. I cannot prove it was Service First Pros but I have my suspicions. At the very least I do know they turned off my heat without cause and were trying to scare us into getting new units that we did not need.

  

  Business response

  04/19/2024

  *********************************
  *********************** Northeast 
  *************************** Service Location *********************************
  *********************** Northeast 
  *********************** ***
  

  As the owner of the company I'm very sorry to hear that you did not receive the best experience possible! I do hols my team accountable to honesty, integrity and a checklist with pictures. There is no lying, cheating or stealing at Service 1st Pros or terminated immediately! I have reviewed this job and have attached all the inspection reports here. Please contact me directly at ************* to review. ***********************...Owner / Operator 
  
  
  
  Today we are doing a tuneup 2010 Trane furnace and 3 ton AC system.
  On todays tuneup, we have found there to be multiple gas leaks, causing us to have to shut the system down, the auxiliary, drain pan, bottom of the furnace, and the blower wheel and housing are completely rusted due to water leakage from the coil, there is signs of biological growth on the coil, the flu pipe in the attic was never attach, releasing all of the ** into the attic, and the condensate drain line is clean and free, flowing with no signs of buildup or blockage.
  
  
  
  
  1997 furnace and a 2022 ac system. On todays tuneup found the blower motor oil packets have burst, and leaked  the oil out of the motor, the heat ********, what is allowing fire to roll out of the heat chamber a fire hazard condition, the pressure switch is in failure and not working properly, there is ** back, flowing out of the flu pipe coming from the furnace to the water heater and into the storage room, which is connected to a playroom, the blower wheel torque booster is bad and out of MFD range, the filter was heavily impacted with dust, dirt, debris and changed a year ago, we change the filter today. The filter size is 14 x 20 x 1, system has been shut down due to roll out and fire hazard.
  
  
  
  
  2022 ******************* unit. On todays tuneup found the torque booster to be good and within MFD range, the starter is slightly burnt and pitted, but out of ohm range, the coils are a little dirty with dust, dirt and debris, recommend a chemical wash to restore system back to factory fresh condition, the system is not sitting on the pad properly and is twisted sideways.
  
  
  
  
  2010 Trane AC system 3 ton. On todays tuneup we have found the torque booster to be good and within MFD range, the starter is severely burnt and pitted and out of ohm range, the coils are heavily impacted with dust dirt and debris and needs to be cleaned, recommend a chemical wash to restore system back to factory fresh condition.

  Customer response

  04/19/2024

   
  Complaint: 21595624
  
  I am rejecting this response because: A second opinion revealed no significant issues. I installed carbon monoxide detectors on all levels of my home, and they have not detected any CO.  
  
  Sincerely,
  
  *********************************

  

  Business response

  04/19/2024

  Could you share their inspection report with pictures how they felt that we were in accurate and our inspection report. Just so we can compare the two different types of technicians and how they went about their inspection process?

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a service contract last year to have routine scheduled maintenance on my A/C unit. On Tuesday 7/18 a service tech came out to check my units. He said everything was fine with my upstairs unit. The downstairs unit he found 1 leak and stated he believe it was from when they first installed the unit. The tech said that he would get with the office and let them know that it should be covered under warranty, and I wouldn't have to pay anything. Late evening after the tech had left, I noticed my thermostat completely blank and the unit not running downstairs. I called and left a message that my unit was not running, and the thermostat was completely blank. An hour or so later I heard my unit running and the thermostat was back on. Wednesday 7/19 the office called me and scheduled another tech to come out and check my unit to see why it went out and back on later. The tech showed up on 7/19 and checked my unit. The evening of 7/19 I spoke with the office, and they were asking if I wanted to renew my service contract. I asked about the leak that the 1st tech mentioned would be repaired under warranty. The lady I spoke with said the tech was on vacation and she didn't know anything about that. She said I needed what was a perishable part and would send me a quote to replace it. I said OK. I asked what the tech found caused my unit to go out and back on? She said he found a fuse that wasn't in good and caused it to go out and back on when contact was made. The next morning Thursday 7/20 my wife called me at work and informed me that the thermostat was blank again and the unit not running. I immediately called the office. They scheduled another tech to come out and see what was going on with my unit. The tech arrived on the 20th and was a 3rd tech. He found another leak, gave me a quote for what he thought was wrong but couldn't guarantee it. I had to pay a fee.Bottom line I had to get another company and they found a wire touching and 4 leaks from caps left off.

  

  Business response

  07/28/2023

  Customer was not happy with recommendations and findings. He had another company out that he has decided to go with another company whom he had come out for a 2nd opinion. Service date was 5/30/23 and tech documented at that time needed repairs, we returned 7/19/23 for a no cool call free of charge and found fuse issue and returned 7/20/23 free of charge to find small leaks at indoor valve core and at outdoor unit service side and was able to show ************ at this time. Confirmed 24v coming out of transformer. No voltage at the thermostat between common and found bad thermostat wire.

  Spoke with Mr. **** over the phone to go over findings. He decided to have invoice sent via email to over everything. We have gone above and beyond to help *********** several times and we wanted to take care of this for him. The $99 we charged him was for all the time we have spent on this for him. We are sadden that he has decided to use anther company and wish him nothing but the best in the future! We will still be here for you *********** if you choose so in the future to call upon us. 

  SFP Owner, **** ************

  Customer response

  07/28/2023

   
  Complaint: 20389135
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business response

  07/28/2023

  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  ***********, the response didn't say why you was rejecting this. Im not sure how to proceed. What do you feel needs ti happen here? 

  Customer response

  07/28/2023

   
  Complaint: 20389135
  
   I am rejecting this response because: That's not true that they were called out for a non-cooling event. I have text messages with date and times of the conversations and proof of reaching out to them and they refused to respond. Their diagnosis the tech wouldn't guarantee would take care of the issue but wanted me to pay them for it regardless. I have text messages where they say they warranty their work but why wouldn't they stand behind their diagnosis? It turned out their diagnosis was wrong anyway and I would've just pitched ****** in the garbage. The other company I called found what was negligence on their part and had me running in less than 30 minutes. The issue was found to be someone had a wire touching where it shouldn't have been.  I had no problem with my unit until they done a scheduled preventive maintenance check. Is there a number I could forward the text message conversations to? I'm sure they won't own up to anything even with the messages but at least you can see the lack of integrity they display. I can live without it if they can live with it. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had signed up for this company to come out to service our air conditioning units every so often and so this last time, on Wed 11/2/2022, a technician named ***** came out to our house to service the units. Upon his arrival, he took our air filters out and changed them, putting the old ones in the driveway. He then asked my husband if we have had any unusually large power bills, which we have not. He turned the heat all the way up, let it run for a few, then told my husband that we had "***** coils and freon leaks'' in both of our units and that we would need to replace both units. We have never noticed a problem with either unit not cooling properly other than when the upstairs unit had a drain pipe clog which cause the unit to shut off. Then he set up an appointment for the following Monday for at 5pm for someone to come out to discuss our options/prices for new units. At this point he left. My husband then noticed that our breaker outside was left open and also the dirty filters were leaned against the garage. Over that weekend we experienced record high temps. Since we had never had an issue with the units before we turned them on to cool and discovered that neither unit would work to cool. It became very hot inside, but we knew we had the appointment for Monday afternoon so we decided to wait till then to find out the issues. When Monday came we waited 30 min past 5pm and had not heard from the company. I called to find out an ETA for our person and was told that our appointment was not until Wed. Long story short, we canceled the appointment and had another repair person out because we do not trust this company. The second opinion, done on 11/11 determined that there is some superficial rust on the coils, but otherwise, no rust, no leak, fine working condition. They would not cool because ***** left the breakers off. I called them after the second guys left, and left a vm, which they did not return.

  

  Business response

  11/20/2022

  *************************,

  We apologize for your recent experience. After reviewing the his matter we have found pictures and videos of system issue that were discussed with you when our service expert came out to your home. We would be more than happy to resend the pictures and videos with all concerns we found on our maintenance visit to your home. Unfortunately at this time we will not be able to Compensate for the company you requested to come after us. We had originally scheduled for a returned visit to your home on Wednesday November 9th.  Then we were able to schedule earlier per your request on November 7th @ 7-9 arrival time.  We reached out to you that afternoon with no response and no call back.   
  thank you, *********************************;

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We sought a professional evaluation of our air conditioning system for our very old home in May. A technician came out and then the owner of the company came and walked us through our home siding specific services and changes they would need to make. We were told the installation would cost $23,000 and chose to finance through the company using good leap. Problems began to arise when the installers had completely different information than we were given on our itemized quote they did not have parts they needed and they did not have information required for them to do their job. They missed severe elements that ended up causing our brand new air conditioning unit to fail after having it less than one month. The owner became unreachable for at least a week and a half when we were trying to communicate our observation of items not completed within our install. The owner proceeded to close the job account with GoodLeap as if all requirements promised had been met. I contested this closure with good Leap and have refused to consider the job completed. I had already planned on reporting just based on these things but then this morning when the technicians arrived to fix the parts that the company admits are incorrect and caused the failure of our air unit One of the key elements related to our install involves an additional vent being placed in my sons room. This was recommended and identified as a part of the install at the end of May and just this morning I was told by one of the installation workers that this element would actually cause my son to have to deal with any sense that were created in the adjacent bathroom. I was put on the spot having no time or information to research the decision whether to add the additional event or not something Im not qualified as I am not a professional in this field. The complete lack of competence and communication within this company has caused harm to our family for the last two months in a way that must be resolved.

  

  Business response

  09/13/2022

  This complaint was supposed to be closed, management team went to this customers home we also gave her some money back and we went over in detail why the vent couldnt be placed etc. customer said that they would close this complaint and they were happy. Please let me know what we need to do.

   

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

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted Service First Pro in Feb 2022 in regards to my AC unit not working correctly . A tech diagnosis the issue as the control board needing to be replaced for $740. Once the ************* was installed, the unit was still not working correctly so we called Service First and they sent a tech back out. It was Re-diagnosed that the issue as being the reversing valve. I was told the reversing valve would be $1799. The tech assured me the thermostat and inside unit is working as it should . After replacing the reversing valve the unit was still not working. Now for a 3rd diagnosis, I was told a wire needed to be replaced due to low voltage for $600. I question why wouldnt you check for proper voltage during the Initial diagnosis. After several complaints the wire was installed at no cost. However, once the wire was replaced, the unit still was not working. I was then told the thermostat was the cause and needed to be replaced, after I had originally be told the thermostat was working fine. There website says if we provide AC repairs and your home still isnt working the way it should, we fix it again to your satisfaction or refund your money. Its very discouraging that 1. I had to complain multiple time for them to agree to complete one repair at no cost (of which still didn't fix the unit) but also 2. I was charge $1799 after a failed repair PLUS the $1799 repair still didnt fix the issue. I am requesting a refund of $1799 based off the Guarantee quoted above and listed on their website.

  

  Business response

  04/26/2022

  To Whom It May Concern: 

  Service 1st Pros started this relationship on 2/24/22. A tech was sent out for a service call and found unit to have a control board malfunction. 2/28/22 ************** was replaced, heat was working properly but customer noticed when they turned ac on the unit was only heating vs cooling. Tech returned same day and found reversing valve stuck in heating. Tech gave options for new valve and returned 3/3/22 and replaced valve. After replacing valve the heating and ac was working good. There was a wiring issue that popped up during the final testing of system. Tech quoted a price for this service, we returned 3/822 at no charge and replaced for customer. Manager decided to offer ********************** free of charge. The customer did have a unfortunate situation on a newer system and we did work very hard to get the problem resolved for customer. ************************** Pros is a local, family owned company that strives for a great customer ********************** experience! With that said we are sorry that you feel like we did not live up to that standard. We cannot issue a full refund for this service but would be willing to offer 2-yrs free maintenance on the account and a $500 credit for any future repairs. We would still want the opportunity to maintain this relationship and make this right with you! Please let us know if we can earn your trust back. 

  Customer response

  04/29/2022

   
  Complaint: 16963030
  
  I am rejecting this response because I do not feel the response is inline with their 100% guarantee which states "If we perform AC repairs and your home still isnt working the way it should, well fix it again to your satisfaction or refund your money." Once the first repair was made and the cost was paid for, the unit was still not working. At this point I should have been offered a refund or further repairs at no cost. I was only told I needed to pay $1799.00 for the next repair. The response from Service 1st Pro is 1. only valid if I choose to give them my business again, of which I do not wish to do and 2. would in turn only allow a portion of the $1799 I am requesting to be refunded to be used towards a discount IF something where to happen to my AC unit. Based on all the details above, I am still requesting a full refund of $1799.00 and would appreciate a timely response from Service 1st Pro as I have now been requesting a refund for over a month.  
  
  Sincerely,
  
  *****************************

  

  Business response

  05/05/2022

  When we came out to do the repair for the $1799 we did honor the online statement. The $697.00 quote was not charged and we made sure you had a working system. Through multiple visits we have always put your situation 1st, by providing great service and follow up. I even responded directly to this matter as the owner to insure you my team would make it right! This was not the everyday service call, I even explained that to you directly and how sorry we were for the inconvenience of the issues going on with your system which was a domino effect and required multiple trips out. I made good on this with not charging for multiple things and my team work hard to get this matter resolved. We cannot issue a refund on a working system. We do hope to maintain this relationship and I'm willing to offer something, just cannot refund the entire amount of the job. 

  Customer response

  05/06/2022

   
  Complaint: 

  To say your company was responsive is completely false. At no time did anyone within your company reach out to me. I was told someone would reach out several time. However, those calls never came. When I spoke with the owner, this was after the first failed repair and after my husband and myself both called the office did I finally get a return call. I had to call after every failed service to find out the next step and even then was sent a repair quote of which I had to call AGAIN to argue the charge. I even heard the repair tech contact the owner after the 2nd failed repair and when I was charged $1799 of which the tech request that the owner speak to me and he responded no he would not and that the tech needed to tell me the unit was still not fixed. Even more so, after the 3rd unsuccessful repair (on a Thursday) I was told someone would call me the next morning (Friday) after not receiving a call I had to once again call at 9am on a Saturday. In regards to the money back guarantee, I paid for the first failed repair. I am not requesting a refund on that failed repair. I am requesting a refund for the $1799 that was paid following the 2nd failed repair. Even more so, I find it completely unethical to charge a customer $1799 when you are fully aware the unit was still not working. Not the mention the false advertisement of the money back guarantee based on your refusal to refund the cost, of which I should have never been charged. It is extremely frustrating and time consuming that I am having to continue to argue these facts. 
  
  Sincerely,
  
  *****************************

  Customer response

  05/11/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary. 

  Regards,

  *****************************

  

  Business response

  06/09/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  *****************************

*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. ↩