ComplaintsforChas Roberts A/C & Plumbing

• Initial Complaint

  09/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had technicians from **** Roberts service my home on 9/6/24. I had no cool air on the 1st floor of my home.**** ROBERTS DIAGNOSIS: Upon arrival and talking to the home owner found it was tripped on the low pressure switch and found the leak was coming from the copper to aluminum side.**** ROBERTS REPAIR: Took out the remaining refrigerant and the joint. Replaced the joint and pressure tested to 260 and found no leaks.Vacuumed to 500 microns and added the refrigerant.RESULTS AFTER REPAIR: System is running and cooling properly. Payment of $924 was collected with credit card via square.Two days later no cold air on the 1st floor of the home again. Technician comes back on 09/20/24 to check the unit out. He tells he needs to charge me 200 for a diagnosis and that its probably in the attic. And says it would probably cost an additional 2300 dollars to fix. I sent the technician away and spoke with his supervisor. They sent an a different technician on 09/24/24 to diagnose and he found an additional leak. They notify me that it would be an additional 1300 dollars to what I have paid to fix the issue. My issue with the whole situation is that there was not a PROPER DIAGNOSIS to begin with and my money was taken without satisfactory results. I do not want to continue my business relationship with **** Roberts due to fear of being taken advantage of and service negligence. I would like to receive my hard earned money back because all of the refrigerant I paid for has leaked out due to negligence.

  

  Business response

  09/30/2024

  We are in receipt of the ******** complaint.

  We received a call for a no cool Sept 6th and responded to the customers home. We found a leak that was repairable and proceeded to complete the repair with the customers approval. We also pressurized the unit after and completed a vacuum on the system to 500 microns to verify at that time prior to adding any refrigerant the the system was sealed. Once we verified it was sealed we added the refrigerant and the system was running and cooling properly. 

  We then returned on Sept 20th and offered to complete a leak search of the entire system which was declined at that time. 

  The customer then spoke with a manager and we sent out a lead tech to complete a leak search at no additional charge to pin point the new leak. Our tech found that the capillary tube on the reversing valve inside the unit had broken apart and caused the system to lose all of its refrigerant. This leak is a manufacturer failure in the system and and would not be related to the previous leak found outside of the unit. If this leak would have been present at the time we completed the first repair the system it would never have vacuumed down to 500 micron and held which was documented on the first visit.

  This is a completely separate failure in the system , However **** Roberts always wants to do the right thing and we will work with this customer to resolve their concern.

  Customer response

  09/30/2024

  Issue being that communication with company was not satisfying. Sept 6- we were told that a leak was found, repaired and gas was replaced for a total of $924. Diagnostics were never performed and additional search for other leaks were not assessed. Sept 20- same technicians were sent back to my unit and it was said that  their work was not to blame for same issue and now a full diagnostic needs to be performed at an additional $199 and after diagnostic was to be completed repair bill would be about $5000. At this point, we decided that we were in need of a second opinion because diagnostic should have been performed during initial call and would have prevented the second and third call back. After several complaints, Sept 24- Head technician was sent out and a full diagnostic was performed and additional testing to find that there were several leaks within the air conditioning unit and parts needed to be replaced. Head technician mentioned that as customers we have to order whatever parts needed to complete repairs. As mentioned to the superintendent, we already paid $924 for a repair that was never completed properly in the first place. So to be charged again for the same work that was never fixed to begin with is unacceptable.

  

  Business response

  09/30/2024

   

  We have spoken with Mrs ******** over the phone and discussed the concerns she has with the service. We apologized for the way her service was handled and have offered a solution to get her system repaired including crediting the entire amount she paid on the first visit to fix a separate leak towards this part failure as her concern was that if we had located the part failure on the first visit she would not have been out the money to complete the final repair.

  We will continue to work with this customer and confident that we can resolve this concern.

   

   

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a formal complaint against **** Roberts for their unacceptable handling of the **** system in my new home, which I purchased in ****** in June 2022. Since installation, the system has failed repeatedly, requiring over ten service calls for issues ranging from blower motor burnouts to a faulty circuit board, improper condensate drainage, and compressor malfunctions. Even after all these visits, the unit continues to trip the breaker as of August 2024, and **** Roberts has failed to provide a consistent diagnosis or permanent fix.A recent inspection by another **** company, Strongbuilt, identified significant safety hazards stemming from improper installation. The condensate is improperly draining from the supply plenum, a clear sign of incomplete or incorrect installation of the condensate drain line and trap. The electrical connection to the air handler is overheating, with visible signs of burning, creating a serious fire risk. The furnace, which should draw a maximum of 13.4 amps, is improperly wired to a 20-amp circuit without proper protection.Additionally, Strongbuilt advised that the damper system is not properly configured for my home's application, given the total external static pressure and blower speed, contributing to the frequent failures and system damage. Despite these serious issues, **** Roberts continues to dismiss my concerns, with their most recent technician blaming a bad receptaclea claim that contradicts a previous technicians finding that the receptacle was good, aside from a loose wing nut.It is entirely unacceptable for a brand-new unit to require this level of attention and still not function properly. I demand a complete rebuild of the **** system or a voucher to have a qualified, competent company conduct a full inspection and proper repairs. I am asking the BBB to take immediate action to address this complaint and hold **** Roberts accountable for their gross negligence and failure to provide safe service.

  

  Business response

  08/29/2024

  We are in receipt of this complaint and have reviewed the history of service. 

  This home is a *************** 2022 new build home. Since this home was purchased there have been a few manufacturer part failures that **** Roberts have replaced during the homes warranty period at no cost to this customer. When receiving the call regarding the findings of the other company outside the warranty period, we scheduled immediately to come out and inspect. We addressed the concerns and have made the corrections in the system related to the draining( added splash guard ). The last few appointments outside of the stated warranty have stemmed from the electrical which **** Roberts does not install in a new build, however we have continued to help this customer at no charge to them including replacing the power cord for the furnace. We inspected the breaker which we do not install and found that the rating is correct for what the manufacturer calls for and the builder had installed by the electrical company. The statement in regards to the appliance outlet in the attic needing to be a fusible one is incorrect as it is common practice for a 120v appliance outlet to be installed and would be the same through out the community and a part of the original electrical engineering.

  In regards to the equipment and the failures that he has had on the home *************** holds the national account with the carrier manufacturer and only hire us to install and cover a preselected warranty period that they authorize. The equipment brand is a selection by ***************. 

  **** Roberts will always stand behind our work and will continue to assist this customer and when found to be workmanship items that need addressed it will not come at a cost to this customer even though he is out of his builder provided warranty.

  We will have a manager reach out to ******* today to discuss any pending steps with his system and assist where we can to resolve his concerns.

   

   

   

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3 year old AC has consistant issues in new house. The builder warranty lapsed and would like the company to fix the issue.

  

  Business response

  08/26/2024

  ******,

  All though we can appreciate the frustration with having a failure in your AC system during the summer time, Your warranty with the builder had expired and you had another company service your system that found a part failure leak with in your system. They repaired the leak and you called us requesting to top off the charge which we took care of for you at no cost to you even though your warranty had expired. You then called in 2 months outside of your warranty and again we scheduled under warranty to come inspect your system for a not cooling properly service call. On that visit we addressed the concerns and also noted the concern with your filters being clogged and recommendations to help prevent that.

  **** Roberts has continued to stepped up and provided a warranty service outside of the warranty period.

   

   

  This Complaint should be closed as again the home is passed any obligation for warranty and **** has continued to provide good customer service and have not collected any payments from this customer.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thursday afternoon we noticed the house temperature was hotter than usual. After checking the thermostat we noticed that despite being on the **** system wasnt cooling. We shut down the unit, and because it was late decided to call first thing the next morning. After making the call we were told they couldnt come take a look until the following day. However, they were able to send a tech out that evening and we thought that might be the end of it. When troubleshooting the tech found that there was a leak during the initial install that wasnt fixed properly which caused a second leak and broke the compressor. Of course they didnt have a replacement available because they love to cut corners so well be stuck without AC for the whole weekend. This unit is less than a year old and it breaks on its first summer? Only way that happens is if you didnt do the job right in the first place.The tech informed me they could provide a portable AC unit (which wasnt offered when I called in the issue). I wouldve been okay with that except the portable unit doesnt even have a proper window kit. They have to use tape and foil to seal the window. A windows kit costs $40-50! This company cant even provide that! It also doesnt have the cap in the bottom so water from condensation leaks everywhere if you move it. On top of that when I checked the unit in the attic the **** area looked like it was just abandoned and incomplete. Theyre just going to claim that the homebuilder is their customer not me and thats such a cop out. This low bidding company will continue to cut corners as long as they keep getting contracts and wont care about the poor quality of work they deliver.

  

  Business response

  07/29/2024

  BBB,

   

  We are in receipt of *******'s complaint. The install and start up on this home was completed in OCT 2023 . Since that point we have had no concerns until this visit on Friday July 26th where we found a failure in the system ( Compressor ) and a Leak. We expedited the compressor from the manufacturer on that Friday visit and have them scheduled for Today Monday morning July 29th to complete all repairs. 

  We understand the frustration of having a failure in the **** system in summer time and as we are at the mercy of the manufacturer to receive the parts we always try and get the customer some form of cooling. The portables are limited and get used extensively during the summer and in some cases receive damage from customers use. We will inspect the portable once we recover and make sure it is safe to be utilized going forward for other customers.

  We feel this complaint should be closed.

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ac unit went down on July 25 , technician was sent on July 26, it seems like he did not have a lot of experience, since he kept calling his lead technician, to make story short, we where told it MIGHT be the circuit board that It MIGHT take a week or so to arrive, and that in the mean time we should turn our unit completely off and go to a hotel, I really need Chass Roberts to give me a for sure answer of what is going on.

  

  Business response

  07/29/2024

  ****, 

  We understand that it is frustrating to have an Hvac system fail in the summer time and need repairs. We responded quickly and diagnosed the failure in your system Friday Jul 26th. The technician did reach out to his lead tech and Manager and was discussing the failure and if there was any way to get you temp cooling while ordering the part. All technician skill levels range and that is why we have them reach out to confirm what they are finding. We also send a Lead tech on the return visit to verify if anything was missed and to make sure we are providing you with the proper repair diagnosis on your highly advanced system.

  We placed the order friday and the manufacturer informed us that it was on back order. We worked with them and was able to get one located and sent to us over the weekend. 

  Our team will be reaching out to you to schedule the return visit with the part and will be a lead tech to give you the piece of mind knowing that we are here to take care of you and if we have made a mistake in the diagnosis, We will work to resolve as quickly as possible.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **** Roberts refuses to provide me with basic information regarding service of my 2 **** systems. I was told because its under warranty with my builder they couldnt provide it. Im simply asking for dates of service and the reason for the service visit. I need this information for a complaint I have filed with the **** manufacturer.

  

  Business response

  05/01/2024

  *******,

  We apologize for any inconvenience you may be experiencing not being able to receive the historical information in regards to the services provided on your home by **** Roberts.

  When the home is being built we go under contract with the builder as they are our customer during construction and warranty stage of the home. As a part of that contract and the Builder being our direct customer we are legally restricted under contract to send the service invoices directly to the Builders customer which is the home owner for any work completed while under the builders contract terms with out their permission.

  **** Roberts has reached out prior to this complaint to get authorization from your builder to send you the info. We have spoken with ****** at Mattamy homes and she has received all the service history and stated that she would be passing along. 

  We ask that this complaint be closed as we are under contract with the builder and the builder has agreed to send the info to this customer.

  Customer response

  05/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I still do not agree that the business cannot provide information on my property but my builder has sent the required information. I consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  03/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  3/8/24 Chase Roberts I did a preventative maintenance on a two-year-old furnace unit and new build home. All I wanted to do is check things out and make sure AC units ready for the summer. Remind you my unit was working great. Until chase roberts showed up. The Tech knock down the stabilizer filter, just above the blower motor and burn my blower motor out on my furnace then tell me I have to pay the cost for a new motor. $500 plus my $200 I paid for on maintenance. What kind of scam is this. All I can say is beware and the customer integrity is extremely low. This is a cost that the incompetent Tech should pay. Heck after all theyre the only people going in and out of the unit and they should be license and bonded for any rare issues that *** pop up on the tech is working on a project. I am seeking the resolution for this, and to be totally refunded.

  

  Business response

  03/13/2024

  We have spoken to ***** and the concern has been resolved to his satisfaction.

  We feel this complaint should be closed.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In July 2020, **** Roberts installed a new 4-ton AC unit in my home. The unit seemed to run fine for about 9 months. In April 2021, the unit was not cooling properly. It could not hold the set temperature throughout the day. A call was put into **** Roberts and a tech was schedule to come out. Parts were replaced and the unit said to be working properly. The following day, the unit again was not working properly. Over the following days, additional techs returned to troubleshoot various issues. Parts were ordered and installed but the a/c unit would not run correctly. At one point, it was down for over a week due to parts on order. Eventually, one of the techs determined that the variable speed blower motor was defective. Since he did not have a new motor in his truck, he installed, on a temporary basis, a single stage blower motor. He indicated he would order a new blower motor and put it in himself. After 5 weeks, we were notified that the parts were in and a different tech came to install them. This tech spent all day troubleshooting issues and was constantly on the phone to someone in the shop. He did not seem to be able to make any progress. By the end of the day, we were told that unit was back to normal and performing to spec and he left. While the unit was working, it did not seem to be running efficiently. On some days it was warm in the house, especially in the afternoon. At this point, the unit was still under warranty for both parts and labor.Last month, the unit again could not hold the set temperature. Because of all the issues we had last time, we called in a tech from another company. He spent half an hour troubleshooting the unit and found the following.1)The temporary single speed blower motor was still in the unit. The new variable speed blower motor was never installed.2)The compressor 2nd stage had been disconnected. As a result, the unit was operating at only 70% of its capacity. Imagine my surprise, confusion and disappointment when I heard these things!The proper blower motor was ordered and installed. At this point, the unit still suffered from the original issue. This tech spent an hour troubleshooting the issue and found a short-to-ground in the compressor 2nd stage circuitry. He was able to repair the short without difficulty and returned the unit to its proper configuration. It now has the correct variable speed blower motor and the compressor 2nd stage is hooked up and performing as it should.From my point of view, I can identify several problems with work done by **** Roberts technicians. 1)At least four different techs spent at least several days trouble shooting the unit, swapping out numerous parts but could never identify the original problem the short in the compressor 2nd stage circuitry. 2)The new variable speed blower motor was never installed. The temporary single speed motor was left in the unit. 3) **** Roberts techs failed to reconnect the compressor 2nd stage. 4)I had to pay $995 to correct problems that **** Roberts should have fixed in April 2021 when the unit was under full warranty.

  

  Business response

  08/18/2023

  ****, We are sorry to hear that you are having an issue with your system.

  After reviewing the complete history on your home and found that we have not been to your home in over 2 years. We also have no record of ever ordering or having a failure with the blower motor in your system that would warrant changing out the motor. 

  We know that our manager has been able to get in contact with you regarding the concern and will be working with you to try and resolve.

   

  Thank you.

  Customer response

  08/18/2023

  I am working with the warranty manager. This issue should not be closed just yet.

  

  Business response

  08/21/2023

  Our area manager has reached out again to ****. **** Roberts will continue working with **** to resolve his concern.

  Customer response

  08/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and we continue to work the issue.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** Roberts (CR) replaced my AC motor on 6/05/23 (Inv# *******). On 7/29 AC unit started to make the same loud noise as 2 month ago. I called CR and asked to fix.- They schedule a visit on 8/21. On 8/01 AC broke entirely- there is no AC in the house now. $110F outside. When I called to come and fix their junk again, they scheduled a visit for 8/11, meaning I would stay in 110F for 10 days.***** ******- have dignity and loyalty to your customer- HIRE TECHNICIANS AND START TAKING CARE OF YOUR CUSTOMER IN TIMELY MANNER, AND REALIZE IN WHAT INDUSTRY YOU ARE WORKING AND URGENCY MATTER. TO FIX JUNK THAT YOU INSTALLED. AC UNIT IS UNDER WARRANTY! I request to come today or tomorrow (8/2 the latest). After that Ill follow with AZ Registrar of Contractors, and layer if needed.

  

  Business response

  08/02/2023

  We understand **** is upset that we were not able to immediately put her back on schedule and send a guy straight to the home, but due to the extreme heat and volume of service calls being booked out our *** was only able to provide first available service appointment. Once the call was scheduled the *** escalated it to a manager that was able to get them moved up to same day service call (Aug 1st 2023) prior to us receiving this complaint. We were able to get her system repaired same day as well and the system is working properly again. 

  This concern has been resolved. 

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AC unit went out 1 month ago and the ac unit is only 4 years old and still under warranty. While waiting for someone to come out i had another company come look and they said they could fix it for $1900. I decided to try and go through **** since i have a warranty through them figured since i just had to pay labor it would be more cost effective... they wanted to charge me $2200...how is it more expensive for just the labor then it is for the labor and parts? I feel like **** is scamming its warrantys.

  

  Business response

  05/15/2023

  We are in receipt of Mr ********************** complaint. The home was built in 2019 by the builder *************** and a one year labor warranty was provided at the time by ***************. That labor warranty expired May 12th 2020 and only the manufacture parts warranty would remain after that date. This customer reached out to ** April 2023 4 years after the home was built and scheduled a service call for a no cool at their home. The home owner explained to ************** that they had another company out prior to ** that explained he had a leak in the system. Our Tech performed our own diagnostic and was able to verify that the system had a leak and that it was a manufacture part failure with the system. We offered several options including financing to help this customer get the repair they needed. They applied for financing ,but were declined. No repairs were completed at the time of service.

  We provided the diagnostics and quoted for the repairs. This is a complaint in regards to pricing and we ask that the complaint be removed as we did not fail to provide the service. 

   

*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. ↩