ComplaintsforHoneys Air, Inc.

• Initial Complaint

  09/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a tech out to do routine service. Tech said he found oil and possibly mold. I tried to set up for them to take care of issue. Unit is under maintenance warranty with them. Which is running out in a month. They have been ducking attempts to contact them. They are not honoring their contract and waiting for it to run out. This happened with other repairs that took almost a year to fix. And I'm still waiting on them to fix the fuse breaker ( put to high of one in)

  Business response

  09/29/2024

  We were out here on 8/27/24 and replaced the wiring harness per the manufacturers tech support.  I show the repair was completed and the system is working.  We were then out there on 9/25/24 and performed a maintenance.  The notes say the condenser was dirty but does not say anything about any problems with the unit itself.  The technician did extend the offer to purchase an extended warranty beyond its 3 year expiration on 10/26/24. I also don't have an notes on needing to replace a breaker and show it passed final inspection on 4/28/22.  Please feel free to reach out to our service department if you are having any problems.  

  Customer response

  09/30/2024

  I am rejecting this response because: When the unit was installed the gentleman who installed it told me that he put a high circuit breaker on it  due to not having the correct one on his truck at the time and that someone would be back out to put the proper size. Yes the wiring harness was fixed after a year bc I reminded honeys air when the called me to extend my warranty. Then the tech came out for the plan I pay for. And told my wife there was possibly mold and oil up there. And that it needed a bunch of stuff. And said to extend the maintenance warranty so he could fix plus buy a bunch of stuff. Then I tried contacting them through the website and texting them to find out if they were going to fix it. And no response. I shouldn't have to fight with them to honor their maintenance warranty and I shouldn't have to remind a company that hay my wiring harness is bad and been bad for almost a year  
  

  Business response

  10/02/2024

  I appreciate your response but after reading the notes on the service invoice, I feel like it may be a misunderstanding.  He does note that "no whole house air purification system to help with dirt, dust, allergies, and surface contamination like mold".  I don't see anything either in the invoice or report that says anything about mold.  To confirm that the inspection would not have been able to be finaled if the breaker or fuse were incorrect.  That is something that the cities/counties do check during their inspections.  I do see that it was over 6 months before we replaced your wiring harness and I do apologize for the delay.  I'm not sure what lead up to the delay but do agree that waiting can be frustrating.  Based on the inspection report for the maintenance we just did, your system is in overall good condition.  Please let me know if you have any questions.  

  Customer response

  10/03/2024

  I am rejecting this response because: it is not a misunderstanding Your tech clearly said that it was oil and possibly mold buildup.  It sounds like you are telling me your techs are wrong ( 2 separate employees) miss-spoke to me. I was here when the inspection took place and he never checked the circut breaker. Yes the fact that time was waisted on a warranty isn't just frustrating but a complete break down in maintenance care of my unit. 
  

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new furnace and A/C system from ************************************ (*******, **) in May 2019. At that time, I was encouraged to enroll in their bi-annual (Spring/Fall) maintenance program to sustain the original warranty. I was billed $19.42/month; each inspection cost $116.52 or $233.04/year.I cancelled the service in September 2023. I had paid a total of $174.78 from January 2023 through September 2023 (9 months x $19.42/mo. = $174.48). The Spring inspection was performed 8/17/23; the Fall inspection was never done.I initially sent ************************************ a letter, dated January 4, 2023, demanding that they prorate the monies I overpaid and refund me the difference of $58.26 ($174.78/paid - $116.52/inspection = $58.26); there was no response. I then contacted ************************************ via telephone on February 5, 2023; according to ******, ************************************ doesn't refund monies that clients have overpaid! With that, I sent a follow-up letter, dated February 7, 2023, via Certified Mail, demanding, once again, that the overpayment owed me be refunded; again, there was no response. I have all the necessary documentation needed in order to substantiate my claim in Small Claims Court, but I would rather resolve this amicably. Please see the attached letters.

  Business response

  03/18/2024

  My apologies if you did not receive our response in the mail, but I've copied what was sent to you.  

  Dear *********,
  
  Weve received your letter and did an accounting of the visits on your account.  Here is what we found.  Please let us know if you have any further questions.  We are sorry to see you go but hope to be able to assist you in the future!
  
  You made 35 payments of $19.42 for a total of $679.70
  10/21/2020-10/21/2021=$233.10
  10/21/2021-10/21/2022=$233.10
  10/21/2023-9/21/2023=$213.50 
  
  The membership was canceled one month before the year was up and you were not charged for that month. There is no prorated charge owed as all the services were available up until it was canceled. The tune *** were as follows: 
  
  10/21/2020: Sign up 
  
  3/8/2021: Maintenance 
  7/14/2021: Maintenance
  12/7/2021: Maintenance 
  6/24/2022: Maintenance 
  1/26/2023: Maintenance 
  8/17/2023: Maintenance 
  
  Capacitor replaced 1/26/2023--Received 20% off
  Control Board Replaced 10/27/2020--Received 20% off 
  

   

  Customer response

  03/21/2024

  I am rejecting this response because:

  I've attempted to resolved this dispute three times:  Letter (1/04/24).  Phone (2/05/23).  Certified Letter (2/07/24).  There was NO response from *********** & Solar.  NONE.  They just ignored me.  I don't believe that *********** & Solar ever attempted to correspond with me as stated; they have my address or they could have called.  *****'s only responded once they were contacted by Better Business Bureau.

  Note:

  I did not sign a contract with *********** & Solar for the "plan" nor did I receive any disclosures as to the details of the program.  My understanding is that I paid for this program on a monthly basis going forward, not in arrears.  I was never told that a "Cancellation" fee would be charged in the event of cancellation.  When I called to cancel, I was only asked "Why"?, but was never informed that I would forfeit the monies that I had already paid in advance.  For Honey's to now say that I wasn't charged for the month of October is misleading; there was nothing in writing to indicate that I was obligated to pay through October 2023; this was a month-to-month payment plan.  Also, I was never informed that I had one month left on the "plan" nor did she offer, at any time, to service my system as required for the Fall/Winter inspection.  Her saying that the service was available, but when never offered, is misleading.

  The inspection conducted August 17, 2023 was for A/C service that should have been done in Spring/Summer 2023; please see the attached invoice.  The Fall/Winter 2023 service was never done.  If I didn't call to schedule the services, I never heard from Honey's.  *****'s never contacted me to schedule service appointments; I always had to contact them.  This is only one of the reasons that I cancelled the "plan"; there was NO customer service unless I initiated it.

  I paid for a number of A/C services outside of the "plan"; those were paid out-of-pocket and have NOTHING to do with the monthly service "plan".  To say that I received a 20% discount on those services is like stating that I should be grateful for that and, therefore, not pursue the monies that I believe were forfeited when I cancelled.

  Did *********** & Solar provide documentation to substantiate their claims (contract, invoices) ?  I am unable to corroborate the dates that they provided as I do not have records dating back to 2020.

   

  
  

  Business response

  03/27/2024

  Good afternoon, I'm confirming that you called in to cancel your membership 9/18/2023.  The membership was cancelled as requested and you were not charged on 10/10/23.  Our recurring charges occur on the 10th of the month.  Please let us know what invoices you are missing and we would be more than happy to send those over to you or to attach them to the complaint.  

  Customer response

  03/27/2024

  I am rejecting this response because:

  Their previous response listed the following invoices:  3/8/21, 7/14/21,12/7/21, 6/24/22.  No evidence was provided for those dates.

  I also copies of the following documentation:

  1)  A copy of the sign-up "contract" dated 10/21/20.

  2)  A copy of "disclosures" for the "contract" which specifically state:

    a)  That I was obligated to pay through October 2023, rather than month-to-month.  

    b)  Cancellation "penalties" as defined in the "contract"  

  3)  Evidence of all payments made and dates (from 10/21/20 through 9/18/23).

   

  
  

  Business response

  03/28/2024

  As requested, I've attached copies of the invoices from the requested dates.  As you stated, this is a month to month agreement and there is no contract.  The recurring membership was cancelled when you called in to request the cancellation.  I've attached the invoice where you signed up for the program.  Please let us know if you need any more documentation.  

  Customer response

  04/04/2024

  I am rejecting this response because:

  I disagree with the accounting "methodology" utilized by *********** & Solar.  IF, I were to utilize 10/21/20 as the date of "sign-up", where I made the first payment of $19.42, the total number of months paid, based on a 12-month calendar year, would be 36 months, not 35 as *****'s previously noted.

  10/2020 - 12/2020 =  3 months

  01/2021 - 12/2021 = 12 months

  01/2022 - 12/2022 = 12 months

  01/2023 - 09/2023 =   9 months

  Total = 36 months.

  36 months x $19.42/month = $699.12 (not $679.70 per *********** & Solar)

  There is another error as shown in Honey's calculation:  They stated that for the period 10/21/23 to 9/21/23 (which is 11 months) equals $213.50.  Eleven months x $19.42 = $213.62, NOT $213.50.  How am I supposed to rely on their calculations when they're incorrect?

  Invoice ********, dated 3/08/21, was an emergency appt. outside the "plan".  There were only five (5) A/C and Furnace inspections performed beginning 7/2021.  5 inspections x $116.50/inspection = $582.50.

  $699.12 - $582.50 = $116.62 to be refunded.  

   

  
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a completly new HVAC system of ********* about 7-8 years ago. With the exception of the first year , every year after the same part continue to go out on my system. I have spoken to several managers. The last one I spoke to I explained this is happening every year. His answer was we have extended the warranty on the part that keeps going out. I explained to them that I bought a brand you system you completley installed and you have yet to come up with a solution that has solved the problem for more then a year. I told the manager either you sold me a defective product or your technicians don't know what they are doing. The last manager I spoke to felt like they have gone above and beyond. How can that be your new system has not worked for longer then a year for the last 8 years.

  Business response

  03/05/2024

  3/21/16- Installed a new system

  7/6/20- Replaced coil - Leak back side in the corner

  3/21/22- Spoke to ******************, he was concerned about the warranty on his system due to possibly having another leak. After consulting with ***, I told ****** that we would extend his warranty for five more years on the coil ONLY if we have to replace it again. I told him we would speak again after his appt on 4/18/22 once we performed the leak search.

  4/27/22- Replaced coil -Leak was in the back right corner

  11/6/23- I left a vm for the client letting him know that per our conversation in March 2022 that we would be replacing the coil under IHW.

  11/7/23- I called ****** on 11/6/23 & left him a vm that we would be replacing the coil under IHW per the conversation I had with him in March 2022. He called back and spoke to ******* and relayed his displeasure that the tech had quoted him the labor cost for the coil.I called him back on 11/7/23 to discuss his displeasure. He did not answer, I left a vm.

  11/9/23- I spoke to ****** regarding service call on 11/5/23. I re-explained that in accordance with our conversation and promise in March 2022 that we would be replacing his evap coil at no charge. He was still not happy, he thinks we should be replacing the whole system due to the failures he's had. I explained that the part that is failing is being replaced and that his condenser and furnace are separate pieces to the split system. He still was not happy. I gave him ****** 800 number and encouraged him to contact them.

  11/15/23- Replaced coil -Leak was at U fittings 

  The issues have all been with the same piece of equipment and have been covered under warranty both by ourselves for labor and Lennox for the equipment.  It is unfortunate that the same part has had to be replaced but we will continue to cover it under warranty if it fails again within the warranty period.

   

   

  Customer response

  03/05/2024

  I am rejecting this response because: It still does not address why a brand new unit coil continues to go out. They installed the system I bought it brand new. Why does the coil continue to go out and what is going to happen when the extended warranty goes out. I am going to be stuck with having to pay with parts and labor because the coil going out continues to happen for the last couple of years. I do not think it is normal to install a brand new system and for the coil to continue to go out. Either you sold me defective equipment or you installed it wrong. It is unfortunate that I trusted this company paid a large amount of money and they cannot answer this simple question why does it keep going out and what are you going to do to keep it from going out. I want a full refund or a new system installed at Honey Bee's expense
  

  Business response

  03/05/2024

  This client has had an abnormal amount of failures on their evaporator coil.  Their warranty expired 3-21-2021.  We have replaced it twice for no charge after it was out of warranty.  We have encouraged him to contact the manufacturer of the coil, as far as we know he has not contacted the manufacturer.  He is now requesting that we replace his entire system for no charge, when he has not had an issue with the furnace or air conditioner we installed.  We have offered to carry the warranty on the coil until 4-27-27, but he is not satisfied with that.

  We are not willing to replace an eight year old furnace and air conditioner that have given him no problems.  

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mis problemas comenzaron cuando decidimos poner una unidad de calefaccin en casa tengo 1 ao con la unidad. Y el presidente es q no an parado de venir a componerla cada mes hasta hoy van 20 vidita q an echo desde q lo pusieron me e comunicado a la oficina y r hablado con el supervisor de servicio. Pero hasta hoy no a habido ninguna solucin e pedido q retiren todo y devuelvan lo q les pague pero no quieren. a sido una pesadilla les pido q x favor pongan atencin a mi pedido

  Business response

  02/21/2024

  We are working with the manufacturer ****** on their suggestions to repair the mini split.  As of 2/20/24 the system is working as it should.  

  Customer response

  02/21/2024

  I am rejecting this response because: all time is Same He came fix the problem temporary and the problem continiun i have This problem for 1year and 20 visits just i whant the company respond came take the machine and give my many back. Because he *********** down Insurance but when i not have Insurance how much cost to my if the problem continiun
  

  Business response

  02/27/2024

  
  I'm attaching a breakdown of all visits related to the system.  Some are diagnosis and then another visit to do the repair.  Some calls have to do with the louvers and not the ability to heat/cool.  There have also been a few where there were no equipment/installation issues.  While we do agree that there have been a number of problems, we've followed the manufacturer recommendations.  The last interaction was on 1/20/24 and we have not received any notification that the repair we did, did not correct the issues.  There is a 10 year parts and labor warranty on the installation.  

  1/31/23 - Install
  2/1/23 indoor unit, louvers not closing / made adjustment to air diverter
  2/2/23 indoor unit, louvers not closing / Lennox tech support contacted (case # *******), recommended replacing motor that controls louvers & control board.
  2/14/23 repair, replaced louver motor and control board on indoor unit in the living room (Serial ************ / system working properly after repair.
  2/28/23 indoor unit (bedroom) louvers will not close and not heating fast enough / unit was set to cool not heat, made adjustments to louvers.
  3/5/28 indoor unit (bedroom) different unit than serviced on 2/28/23 / made adjustments to louvers.
  6/6/23 loud noise (bedroom) same unit serviced on 3/5/28 /unit & louvers working properly during service call.  Due to previous issue recommend replacing louver motor.
  6/16/23 repair, replaced louver motor bedroom (Serial ************ / system working properly after repair.
  6/19/23 unit not cooling / bedroom unit (Serial ************ louver not closing, made adjustment. Cover is separating from coil.
  6/22/23 indoor head making noise, not cooling blowing warm air (Serial ************ / tech noticed indoor unit making loud clicking noise,video provided.  Tech recommended replacing unit.
  6/28/23 Gratis request for indoor unit submitted to ******.
  6/30/23 Gratis request approved from ******.
  7/3/23 system not cooling, client suspects refrigerant leak / system running correctly at time of diagnostic.  All indoor units functioning and cooling properly. Refrigerant pressures were checked and were in range. All electrical connections were checked.
  8/7/23 scheduled preventative maintenance was completed /system running correctly at time of maintenance.
  9/8/23 replaced indoor unit (New Serial ************
  9/12/23 adjusted refrigerant charge to manufacture specifications
  9/25/23 not cooling to clients satisfaction / system operating correctly after diagnosis, client will use a separate device to monitor room temperature to see if unit is satisfying temperature
  10/3/23 all 4 indoor unit stopped working / upon inspection found that 3 heads were in cooling mode and one was in heat mode,one indoor unit was making clicking sound (Serial *********** new unit), need to order blower wheel, blower motor, louver and louver motor
  10/13/23 repair, replaced blower motor and blower wheel /not able to replace louver motor, had incorrect part
  10/30/23 repair, replaced louver motor / system operating correctly at time of repair
  12/15/23 system not heating / system low on refrigerant,found leak at outdoor unit port A. Recharged system to enable heat, system heating at completion of service call, not able to perform repair at this time
  1/2/24 repair, re-flared lines to port A, recovered and recharged system to manufacture specs / system performing correctly after repair
  1/19/24 system not heating / found system low on refrigerant, leaking in same area as repair from 1/2/24 recharged system to enable heat, unable to perform repair at this time
  1/23/24 repair, re-flared lines to port A & checked flares on all other connections recharged system to manufacture specs / system is performing correctly after repair
  1/29/24 system not heating / system operating correctly at time of diagnostic, refrigerant pressures are within manufacturer specifications, system was showing DF which is code for Defrost Cycle,technician explained defrost cycle and time delays, system operating correctly at this time.
  1/29/24 louvers not closing after service call on the same day / technician identified louvers not closing correctly, recommend changing louver motor (Serial ************
  1/31/24 repair, replaced louver motor / unit operating correctly after repair
  2/9/24 system not heating /  fresh oil stains found near outdoor unit at service valve A, checked refrigerant levels, system was low, added refrigerant to system system now heating temporarily, service valve A will need to be re-flared, technician also recommending we replace OEM line set adapter upon re-flaring service valve, not able to perform repair at this time.
  2/20/24 repair, re-flare service valve A, replaced adapter at service valve to help ensure flare would not leak, re-flared service valve A / system performing correctly after repair.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/1/2023, *********** service technician performed scheduled maintenance on my HVAC unit located on my roof. While performing the service, the technician had the water hose positioned in front of my unit at full pressure, the water then pooled up and made its way under the flashing which in turn leaked into my attic through the insulation and into the bathroom vents and light fixtures. Co-owner, ******************* is refusing to accept responsibility for the incident and said I should file a claim with my HO insurance, which I have. In the meantime I am going to have to pay for a $1000.00 deductible for something his service tech did. In the past they have always used a spray nozzle to control the flow of water so there was never an issue before but his service tech broke my hose and nozzle without my knowledge and was not able to use it. *****'s said they would replace those two items but are not responsible for the damage to the interior of my bathroom ceiling which is now bubbling up and beginning to crack. I disagree, the technician's poor decision caused the damage and I want them to take responsibility and remedy the situation.

  Business response

  10/09/2023

  Listed below were the reasons we declined to accept responsibility for the water damage. 

  The client told us that they were having their roof replaced in October & knew that the roof has leaks.
  I had a roofing contractor perform an inspection to see if there were any issues related to our install (installed 5/6/2020).  They did not find any issues with the roof that were related to our install.
  I tried to explain that even though the technician should not have left water running on the roof that a roof should be water tight and it shouldnt matter if water was running on the roof. 
  I offered to replace her hose & her nozzle because she said that the technician broke it. 

  Customer response

  10/10/2023

  I am rejecting this response because:

  The area where the technician left the water running at full pressure for long a period of time was not an area where my roof was leaking.  I spoke with my AAA claims adjuster and an **** professional. They both agreed having the hose positioned in front of the **** unit with water running at full pressure would eventually pool up and go under the flashing.  Once again the careless actions of the technician is the one responsible for the water then leaking into my attic and through my insulation, light fixtures and vent which then caused damage to my bathroom ceiling as well as insulation.

  
  

  Business response

  10/23/2023

  It is our position that we are not responsible for the water damage in ******************* home that occurred during or after, the **** maintenance that was performed on 9/14/23.  Listed below, I have itemized our reasons for not taking responsibility for the water damage:
  
  This issue was first brought to our attention on 9/15/23 when ******************* spoke to our Service Manager.  During this conversation ******************* informed our Service Manager that her roof was getting replaced the following month (October 2023) due to the roof being old and having leaks. She stated that there have been water leaks in the past.  Our Service Manager asked if there had been water leaks since we had installed the unit on 5/6/2020.  She said yes, she has had leaks since the install but she was unsure if the leaks were a direct result of the unit we installed.  To our knowledge, ******************* has not brought up any issues regarding leaks in her roof due to the **** installation prior to 9/15/23.
  
  During the conversation between our Service Manager and ******************* on 9/15/23, they agreed to have ************************** (that Honeys Air & Solar recommended) perform an inspection of the roof as it relates to the **** installation.  The purpose of the inspection was to determine if there were areas of the roof that were leaking that were a result of our installation.  This inspection was completed on 9/19/23.  The licensed roofer did not find any related to the **** installation. 
  
  ******************* has claimed that the leak is a result of our service technician letting the water run on her roof with no nozzle for several minutes.  We are not disputing that our service technician had the hose running on the roof in this manner.  ******************* roof is not a flat roof it is a pitched roof.  It is our opinion that if a roof, such as this, is in good condition and is watertight, it should not leak water under the conditions that ******************* has described.
  
  We appreciate ******************* business, and we are sorry that we were not able to resolve this situation to her satisfaction.  Per ******************* request we have issued a reimbursement for the hose and hose nozzle that was damaged during the **** maintenance that was performed.   We also appreciate the BBB allowing us the opportunity to explain our position on this matter. 

  Customer response

  10/26/2023

  I am rejecting this response because:

  I informed their Service Technician, ******************************* of the condition of my roof before he had even performed the maintenance on my HVAC unit.  Upon knowing that, common sense should have told him to take extra precaution while using the water. 

  I provided him with a hose and adjustable sprayer per his request but he broke them while attempting to attach them.  Rather than inform me of his destruction to my property, or use his own equipment, which co-owner of *****'s HVAC, ******************* said he should have used to begin with, he just let the water run freely at full pressure for a long period of time.  By doing that it then caused the water to pool up and it eventually entered under the flashing of the unit causing damage to the interior of my home.

  Please note my mother, *************************** was present during the conversation I had with ******* regarding the condition of my roof and also witnessed the water pouring from the ceiling through my vent and light fixtures in the bathroom.  

  Once again, *****'s has performed scheduled maintenance on my unit twice a year since 2021 and there had never been an issue prior to September 14, 2023.  I believe *****'s should take full responsibility for the negligent actions of their Service Technician and pay the $1000.00 deductible I had to forfeit to my homeowners insurance company, AAA for the cost of the repairs.

  
  

*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. ↩