ComplaintsforSuperior Heating & Cooling Management, Inc.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 5, 2024, two representatives from Superior Heating and Cooling came to my home to perform a maintenance, as part of a maintenance package. The air handler is located in attic, accessible via pull down stairs in garage. When repair person started up the stairs, the stairs collapsed. As they collapsed, he mentioned that his weight wasnt that much more than the posted weight limit on the stairs. It was apparent that the stairs were completely ruined, not reparable. Both of the representatives immediately told me to just get the stairs replaced and send in the bill. I had the stairs replaced with similar model. The work was done by a handyman that I have used that does good work at reasonable prices. I called Superior Heating and Cooling several days later and was told the same thing, send us the bill. On June 15, I sent letter including copy of invoice from handyman and receipt from **********. The total came to $733.53. I have called twice about getting paid, and the first time was told that they would put a note in the mailbox for accounting and the second time they didnt remember anything at first, but then remembered, said that bills are paid twice a month and they would request that this be paid right away or the next time bills are paid.

  Business response

  10/29/2024

  The check was hand delivered to him, we have resolved this.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/28/24 I purchased a new heat pump/air conditioner from Superior Heating and Cooling Mgt. for $9198.00. The units were installed on 7/1/24. From day one the air handler had a bad exterior sweating problem that will cause the air handler box as well as the air handler itself to rot. The company sent repairmen several times but the issue is not resolved. I attempted to contact the company owner on 8/15/24 to resolve the issue but was told by the receptionist that she would contact the maintenance department and they would call me, they have not! Any help in resolving this issue would be greatly appreciated.

  Business response

  09/09/2024

  We have reached out to ***************** now two times and left messages with no return call back, 

  Customer response

  09/10/2024

   
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********.

  
  Superior Heating and Cooling has contacted me and stated they will replace my air handler 9/25/24.  If the problem is resolved I will be satisfied.  As the unit has not yet been replaced I will not state I am satisfied at this time.  After the installation, if the problem is resolved, I will contact the Better Business Bureau and notify them of the out come.  Thank you for you attention and work on this complaint.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  July 1, 2024 I purchased a new air conditioning unit to be installed on the roof of my Condo. Everything was ok until it started raining the next day when rain water came out of the ac return vent. Called the Superior company and was told someone would come out to check on it. Well finally on July 16th, 2024, a tech came out at around 5:30pm. I was on my way out at the time and the tech offered to come back in the morning. The tech showed up around 7:45am. He checked the unit and said it needs a new cover and one would be ordered. On July 25th, 2024, I called the Superior company and they said that the cover was there and would be installed first part of next week. So no showings on Monday or Tuesday the July 29th or 30th. Called the Superior company again on Tuesday, July 30th and was told that they would be there tomorrow, July 31! So we wait another day while rain water comes in through the return vent. This cover should have been installed with the new air conditioner. After reading the other complaints about this company, I be surprised and happy if I get favorable results.

  Customer response

  08/07/2024

   
  Better Business Bureau:
  
  The business resolved the issues July 31st. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Superior installed a new air conditioner at my residence on 5/23/24. They did not complete the job. The sheet metal ****** that covers the duct work on the outside was left unfinished. They said the part needed to be ordered and would be installed in two weeks. I've contacted the company 6 times for resolution. The first 3 times (7/1, 7/2, 7/5) they scheduled a time to come out but nobody showed up. The fourth call a person came to take a measurement on 7/8/24. The fifth call the week of 7/14/24 they said it would take two weeks. The sixth call they scheduled someone to come on 7/25/24. No one has shown up. The job is still incomplete after over two months. Whenever I call they tell me two weeks or schedule an appointment they don't keep.

  Business response

  08/21/2024

  We were working with the customer directly and installed the duct cover last week. There were no further reported isssues.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July of 2022, I called your company due to an ** unit not blowing cold air, you sent out techs who recommended getting a new ** due to the ** I had was out of regulation/code. I decided to go with the technician that came and got the new **.On Sept 26, 2022, the ** started leaking through the ceiling, I called and the representative told me that They didn't have any technicians available due to the Hurricane evacuation. I was told to shop-vac the water out of the pan and a tech will contact me after the storm was over. In the beginning of April 2023, I basically got tired of putting things in the middle of the floor due to the leak and I called again and a representative told me that they are going to send management out here to take some pictures and repair the leak. I've had management with a tech that came and stated that it was a plenum that was leaking, no pictures was taken of the ceiling damage, Another tech came the next week and stated that I had clogged drain pipe, until I mentioned that the manager told me that it was the plenum causing the leak.The tech stated that he was too big to get up in the attic to fix the cause of the leak and he will be sending in a smaller tech to resolve the issue. The following week after a few calls another tech came with some sort of tape to stop the ** from leaking into the ceiling that was leaking into my house. I called the next day and the tech told me that someone named **** will be coming out to fix the issue, and for me to take pics and send to a gmail address (that I did not remember due to unable to write while driving) and he assured me that the company has insurance and would fix the issue. **** called from a private number and left a voicemail to come out and supposedly fix the issue but never answered when I returned the call. Now 2024 and I have to use window **'s due to a new system that still does not work !after multiple visits and ac still does not work

  Business response

  06/23/2024

  Working with the customer.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My home air conditioning unit stopped cooling the house. Superior heating and cooling was called. The technician showed up and in less than 5 minutes he knew the cause of the problem. A bad x-13 blower motor. Date was 05/13/2024. They changed me a total of $200. $60 for a service call and $140 hourly rate. And they wanted $350 additional for parts. Being a new homeowner. The company that installed the air conditioning unit new in 2020 came out and replaced the parts for nothing under warranty. I was charged an hourly rate for something that was never done and I was robbed of my money and the manager said that it was my own tuff luck that they dont refund anything. I spoke with another representative at supervisor heating and she said they would refund $140 to my credit card for them not providing any service. But that hasnt happened and now the office manager said they will not refund anything

  Business response

  05/17/2024

  Superior Heating and cooling received a call for service on a down unit, a technician was dispatched to the call this customer is not a contract customer and was charged a 60 trip charge, due to the fact that our technician went to the home and Diagnosed the unit. The customer had another provider install the motor So we went ahead and refunded the customer for the 140 Diagnostic fee.  

  Customer response

  05/20/2024

   
  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

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called Superior to have them check air conditioner because it was making a loud sound when shutting off. The air conditioner is under warranty. They told me that it was the compressor but that I would have to pay between $ ***** to ***** for the freon to be filled. I feel that because it is under warranty and it is manufacturer default that freon should be included. The air conditioner was installed in February, 2023. The company offered to put a blanket on, to reduce the sound. But my problem is that it is under warranty.

  Business response

  10/13/2023

  I spoke with ***************** there must of been a miss understanding, Everything is taken care of

• Initial Complaint

  09/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In June of 2023, I was lured into a full air conditioner replacement by their statement that they take care of law enforcement and military personnel. 12 year parts warranty. Contract was signed and install date was scheduled in 4 days. We live in ** and had no functional air conditioning. Install day arrived and they canceled. A total of five scheduled dates were canceled. Delay after delay, excuse after excuse. Finally, after nearly 2 weeks of no shows, no calls, a/c was installed in July of 2023. We immediately had issues. Most recently, August of 2023, less than 2 months in, we had water running down our walls from a mini split head unit. We called Superior Air for service, appointment was set and no one shows. Call again, excuse after excuse, six appointments set, no shows, no calls. *** is sick. ***** is sick. Crew was too busy. Forgot to put you on schedule. No communication. No returned calls. Always someone elses fault. I reach out to *********** They report that Superior Air is NOT a Diamond Dealer and cannot take a formal complaint on them. I was advised to contact their distributor, Gemaire. Superior Air is Not a Diamond Dealer and can only offer a 10 year parts warranty. Thus, Superior Air was dishonest in their contract. Four weeks later, we still had water running down our walls and Superior Air only offers inferior service or no service at all. Superior Air does not take care of law enforcement or military personnel as promised. They say to call another company for repair and they will reimburse the cost. I am confident no reimbursement would ever arrive based on other reviews. I want Superior Air to provide repair service immediately and assess mold possibilities in wall after six weeks of requests. Continued delays and excuses. Lastly, I want a signed statement that 12 year parts warranty in contract will be honored.

  Business response

  10/13/2023

  This has been resolved with our customer. 

  Customer response

  10/16/2023

   
  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

  08/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  this company absolutely does make cold calls i am the manager of a moble home park in the ********** area and some how they got thier grimmy little skinners on our park directory and have been trying to scam our residents (mind you this is a 55+ community) into purchasing hvac systems i called the person who has been making these calls (****)and was told that they have the right to call i informed her that we do not allow solicitation in our park and asked her to stop she said once again that this company has the right i told her that if she kept it up i would contact the BBB as well as the states attorney general

  Business response

  08/03/2023

  we call our customers which we are legally aloud to do, We follow all Federal and state guidelines for solicitation. Our company is State Licensed with State License Number ********, Further more we have been in this book for Advertisement 30+ years. Im not even sure this customer is even talking about us. There is another company with the name Superior that is Confusing our Consumers and they are calling community's we service.

  Customer response

  08/04/2023

   
  Complaint: 20418406
  
  I am rejecting this response because:i have hade our residents that were contacted show me their caller ID and it came up with the business phone number and just to be sure i called them i guess they did not read my complaint they have two or more numbers ************ or ************ so by the response to my complaint that just tells me that they are not a company that is honest or they have employees that are not and as far as the book goes we do not have advertisement in it it is just a park directory the book that they are refiring is an advertising book sent out to all area mobile parks wich does not have resident phone numbers
  
  Sincerely,
  
  *************************

  Business response

  08/31/2023

  in your original complaint that we some how got into your advertisement and then you just stated that you don't advertise we have been in business for ****************************** your park with that being said we will continue to honor there contract you asked that we didn't contact you which we haven't and now your talking about you asking residents what numbers they got a call from This complaint kind of  seems silly, again we will continue to follow all State Regulations. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I entered into a multi year AC service contract summer of 2021 and includes a cancelation at anytime with a refund for the remaining unused term. I called them on 6/5/2023 and canceled my contract.I waited patiently 4 weeks. I called them the week of July 10th and spoke to ******** who reluctantly would look into it. When it didnt come in the mail the following week, I called back on July 21st, and again ******** said she would turn into accounting. So, still was not done. I called yesterday 7/28, I waited on hold, and then Was offered a call back, which never came. I should not have to wait over 8 weeks for my refund and have to beg for. This is poor business practice. My refund should be recognized as canceled back on 6/5/23. ******** would never confirm my refund amount which should be $300-$400. Please help!

  Business response

  07/31/2023

  ******** turned in the refund to accounting, to have a check cut. will follow up with Accounting,

  Customer response

  08/01/2023

   
  Complaint: 20394066
  
  I am rejecting this response because: its been 8 weeks, each of the past 3 contacts weekly, I am told the same thing, please just mail the check credited back to June 5th.
  
  Sincerely,
  
  *************************************

  Business response

  08/03/2023

  The check was sent to the customer and returned yesterday, we called customer to verify address she gave us she did call answering service and leave address with them. and refund was sent out thank you.

  Customer response

  08/03/2023

   
  Complaint: 20394066
  
  I am rejecting this response because: i will wait to accept once I receive the check as ******** previous verified my address, so Im not sure if that was the truth.
  
  Sincerely,
  
  *************************************

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