ComplaintsforElite Electric Plumbing & Air, Inc.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  - Purchased a new ** unit from the company on 7/10 for $11,659.15 - Part of the job was not completed so a technician was sent to look into it and we were scheduled to have the job completed (install filter housing in the unit itself)- Job to install filter housing was scheduled for 8/9 - Installers who installed filter housing shut off the ** to do their work and when they flipped the breaker back on, it did not turn back on due to a faulty breaker on the brand new unit. The installers did not check and left the job site - About an hour after they left, I noticed that it was getting very warm inside the house. I check the thermostat and it is shut off. I check all our breakers on the house and everything looks good. I check the breaker on the ** unit and that looks good too.- I call elite plumbing at 4:25 pm on Friday 8/9 and let then know that we had installers come and since then our ** has been completely shut off. I do not want to be without ** overnight in August in ******* and they say they will send someone to fix it - At 6:45 pm I have still not heard from them despite getting a text that they would send someone. I call them and they apologize and say they actually cannot send anyone until the next afternoon.- They left me without ** for over 24 hours for what ended up being a 15 minute fix. My husband went above and beyond to troubleshoot the issue and tell them exactly what was wrong, and anyone with any knowledge about ** units would have known that it was a call that would take less than 30 mins total with a technician who knows how to perform this simple fix.- A manager finally called me on Tuesday 8/13 and said they were sorry and they will not be providing any type of reimbursement. We are seeking reimbursement for a portion of the cost of the new ** unit since the installation has been horrible and we were left without ** for 24 hours which is a health hazard.

  

  Business response

  09/09/2024

  Thank you for taking the time to express your concerns and speak with our management team. We have gone ahead and coached our dispatcher for future not to leave you nor future customers not cooling and communicating better about the technicians schedule. We also took some time to coach our technicians to triple check the air conditioning system before they leave our customers homes to ensure operation. It appears there was a reimbursement check that was sent to you on August 26th that was discussed.

  Customer response

  09/24/2024

   
  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

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pay ***** a month for a service agreement on my AC unit. I was told I would get same day service when I have a problem. They told me they will not be able to service my unit until Monday when I called on Saturday. I have been a customer for 9 years. Every time I call them with a broken unit, they say they can't come out that day. Totally lied to me about the service agreement.

  

  Business response

  08/12/2024

  *******, I apologize we did not get you taken care of on Saturday when you called in and we did not live up to same day service. Per your text message we have gone ahead and canceled your Elite Partner Plan, we appreciate your 9 years of business and are sorry we lost you as a customer.

  Customer response

  08/15/2024

   
  Complaint: 22123615
  
  I am rejecting this response because:

  All this company does is apologize. They don't live up to their promises, and their service techs are always trying to upsell on things I don't even need. They make promises on that too which ends up not to be honored. I had a service agreement remaining until January, I believe. I would like a refund for that. I also had to pay for an emergency service call through a new vendor because they would not come out on Saturday. The cost for the service call is $139. That was just for the people to arrive at my house, not for any work done. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally purchased my AC for *****, in april 2024. I later learned the cost to purchase and install this machine should be a little over half of this price. I assumed the higher price tag would come with better service. I have had to call this company back multiple times a year to have my AC fixed. I have been paying for a service plan and have still been getting fleeced with components that cost 2-3 times the actual cost. Today i was going over my warranty and was shocked to discover parts and labor were covered for 5 YEARS. Why would I have to pay for a service plan?When I cancelled the service plan and demanded a warranty repair, the company refused me. I later learned the manufacturer of the equipment, york, dropped this vendor from their preferred vendors.

  

  Business response

  07/22/2024

  *********************, we thank you for trusting us with you AC installation in 2022 and appreciate your feedback. After reviewing the history of you AC system it does appear that we have been out twice a year to maintenance your system up until September last year and have been out five times to service your system. Twice from animals being in the outdoor unit and three times regarding the outdoor fan motor (once to diagnose, once to replace and uncover York provided defective part, and one last time to come back out with a new replacement part) all of which we did not charge for. Yes your labor warranty is 5years, your parts warranty is 10 years and your compressor warranty is 33years. We do recommend customers pay for our service plan to benefit from the bi-annual air conditioning maintenances, priority service and discounts on repairs, however if you do not believe that is beneficial for you thats okay. We do have a service call fee to come out, no mater if you are a service plan member or not, unfortunately this is not covered by ****. We are capable of providing York warranty repairs as honored from initial installation. We are not refusing to service you, we have availability and the capability to service your system with the condition of you paying for the service fee to have one of our qualified AC technicians come out to your home and determine the issue as we offered on our last phone call with you.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 5, 2024, our tenant called and told us there was leak on the ceiling in the garage. We immediately called Elite to come and repair the leak. We found them on ******* The technician told us that he saw mouse droppings around the leaking pipe and there were bite marks on the pipe. The leaking was very likely caused by mouse. He quoted us $1,100 to repair the pipe. We were shocked by the price he quoted. He told us it was the market price. Some other plumbers might charge more. Sine we don't want our tenant to go without water for the day (no water for cooking and shower etc, they have two young cheldren). We trusted Elite's technician and agreed on the price he quoted so he can fix the pipe the same day. He cut out about 1.5 ft of the damaged pipe and replaced it with a new pipe and stopped the leak. The whole job took him around 45 minutes. Our tenant called the next morning and told us there was another leak from the pipe but she did not think it was same pipe. We called Elite and they said since it was not the same pipe, they couldn't warranty it and need to charge us again. They also said that it would be better for us to replace the pipe for the whole house. We didn't think it was necessary so we found another plumber to fix the leaking pipe. He did the exact the same thing that Elite did but only charge us $150 (All Quality Plumbing's invoice is attached for your reference. We think that Elite's business conduct should not be tolerated. If we don't report them, they'll contiue to hurt more trusting consumers like us. We hope you can investigate on this matter and get a refund for us so Elite knows that their behavior is not acceptable and there will consequence if they do it again. Thank you very much for help!

  

  Business response

  06/16/2024

  Thank you for bringing this to our attention and communicating with our plumbing service manager so we could make this right. 

• Initial Complaint

  07/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This complaint is in regard to customer service provided by ********************** and Air's Plumbing side.And hour after I was told the plumber was on his way, he still had not arrived.I contacted the company and they said he would be here in 20 minutes.20 minutes later, I buzzed him through the gate, but he did not come up to the house for another 40 minutes. So, he arrived 2 hours after I was told he was on his way. He said he had be "talking to a friend".He really did not seem to have any idea how to troubleshoot or determine what the cause of the plumbing issue was and said he didn't have some of the tools that were needed. When he was getting ready to leave, he asked me about the service charge.I asked for it to be waived due to the delay in arrival and the inability to troubleshoot the issue and he said I would need to take it up with the office. I told him I would, and he left. He charged my credit card that was on file with them for the Electrical side even though I told him not to. He got aggravated by my request and started making excuses about the delay being due to a previous customers emergency calling him back (instead of the "talking to a friend" explanation he gave when he arrived).I contacted the Office and was told a supervisor would contact me back in 24 hours. After 3 days I contacted again and was told a supervisor would contact me early the next week.After another week, no call back from supervisor. I called again, told the same thing (supervisor would call the next week).It has been 3.5 weeks and I have not received a call back from a supervisor.I would like a supervisor to call me back to discuss the issue and to waive and refund the service charge.

  

  Business response

  07/19/2023

  *****, thank you for bringing this to my attention. I apologize regarding our communication to get back to you in a timely fashion, we will be rectifying that with our team. I appreciate you taking the time on Monday to discuss everything with our customer service manager, *****, I have confirmed the $89 service call fee is refunded back to your credit card. 

  Customer response

  07/19/2023

   
  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

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Mid-March 2022 our previous hot water boiler failed and we called elite electric and air out to diagnose the issue. After a visit from a technician we were advised that we needed a new hot water boiler. We were advised of the options available and was told that we should go with the most expensive option as that would be the best solution for us. We had the heater installed and paid over $3,500 January 2023 the heat exchanger stopped working and it was taking a long time for hot water to come through the taps. We paid a call out fee and had a technician check on the hot water heater. The technician said they couldnt see any issues with the heater and that it was probably a room temperature issue. The technician then switched the heater from hybrid mode to efficiency mode which stopped the heat exchanger from being utilized fully and only prolonged the issue.We switched it back to hybrid mode and it would work intermittently until eventually, in April 2023 the pressure dropped altogether. We went to the garage to inspect the heater and found the garage flooded. I called Elite to get a technician out and a technician eventually came out on 10th April 2023 and said it was the pressure relief valve that had failed and we would need a new one. The valve was ordered and on 12th April 2023 the technician installed the replacement valve. Upon replacement the boiler was still showing error codes so the technician made a call to the manufacturer who determined that the heat exchanger was leaking internally and the unit would have to be replaced. We were quoted $1,200 in labor to install the new boiler because it was just out of the warranty period. However because we have sent other business to Elite the amount was reduced to $600.We paid the $600 to keep the process moving but after paying $3,500 a little over 12 months ago it seems unfair to have to pay another $600 because of equipment failure that should have been picked up back in January, inside the warranty period

  

  Business response

  07/12/2023

  ***************************, thank you for taking the time to speak with our Plumbing Manager, *******, and sharing your concerns regarding the replacement of your hot water heater. We have processed a refund for the $600 of the replacement unit. We appreciate you giving us the opportunity to correct the situation. 

  Customer response

  07/13/2023

   
  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

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called because they advertise as being Air Conditioning and Electrical specialists and I had an ** ciircuit breaker that kept tripping. The man named ***** that they sent knew nothing about HV** systems. The service call of $89.00 was the charge for him to drive to my house. I was then charged an additional $368.32 for what he called level 2 diagnostics that consisted of him flipping the A/C tripping circuit breaker with my dryer circuit breaker. That is all he did!!! Then he ordered a new circuit breaker that was going to cost me an additional $350.00. After he left, the previous dryer circuit breaker now in the **s slot began tripping. The previously tripping circuit breaker now in the dryer slot has never tripped since. Hence it is not a circuit breaker problem. I looked up the exact circuit breaker they were going to charge me $350.00 for ( and ********** carries it for $35.00. That is a 100% markup!!! When I called the company to tell them ***** had incorrectly diagnosed my system and tried to overcharge for a part I did not need. I got no help from management and the business appears to be more of a call center with different people they send out for jobs.1) poor diagnosing troubleshooting, should not be charged 2) Tried to overcharge for a part they said I needed that will not correct problem.3) poor management response. Do not believe it when they say %100 customer *************** From the start they should have sent to my house an HV** person since the A/C circuit was tripping.5) I found out there was a problem in the EEvalve in the ** unit when another company came out. Elite made me send them all the paperwork on that diagnosis. Yet still has not refunded me for incorrect diagnosis. 6) Part they tried to charge me $350.00 for, is a common type used in my type circuit breaker panel: CutlerHammer/***** model #NE-8911 2 pole, 30 amp, Class CTL type 220/240 At ********** for $35.00

  

  Business response

  11/11/2022

  **************, thank you for letting me know your concerns. I apologize for the miscommunication of our staff, we could have done a better job. We did refund your credit card for the circuit breaker on 10/28/2022. We have been in business for 34 years and we do provide 100% customer satisfaction. Please email me directly at ******************************** so we can set up a time to review your project in detail. Thank *****************************;

  Customer response

  11/15/2022

   
  Complaint: 18312938
  
  I am rejecting this response because:
  

  1) I was charged for a part I did not need with a 100% markup

  A person unqualified to service my HVAC system was sent to my house at a cost of $89.00. I was then charged an additional amount for a level 1 diagnosis. $250.00 (around)The electrician incorrectly diagnosed my system as having a broken circuit breaker.  I was then charged an additional $350.00 (100% markup) for him to order a part that was not faulty, was never installed, and would not have corrected the problem. He left my home leaving the circuits he switched during his troubleshooting , in the wrong spots for the appliances they were made to operate 30 in a 40, 40 in a 30. 

  After many conversations and paperwork sent to the manager, only a portion was refunded from what was charged to my credit card. I feel a full refund was due.

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

  

  Business response

  11/23/2022

  *************, per our conversation on November 11th I stated we were going to refund on Monday the diagnostic and dispatch fee of $273.22. On Monday November 14th we processed the refund back to your **** credit card and sent an email receipt. The original total was $365.64; $92.42 refunded 10/21 and remainder $273.22 refunded 11/14. You are reimbursed in full. I apologize for the poor experience. 
  Thank *****************************;

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2022, we purchased a top of the line A/C unit for $15,000 from Elite. In approximately May 2022, the unit stopped cooling, supposedly due to their failing to pressurize the unit properly. The drain pan filled with water which we then had to siphon out ourselves with a hose. Elite arrived later that evening. In approximately June 2022, the drain pan filled again, but this time caused the water to leak all over our custom wooden shelving system and all of the boxes sitting atop the shelf beneath the unit, as well as on the floor. Valuables were destroyed and things had to be washed and re-boxed. Elite showed up the next day, saying the float valve failed. We requested several times, to be contacted by a manager. One never called. On Monday evening, August 22, 2022, the unit stopped working, but not before the drain pan filled and again leaked all over our shelves, boxes and floor. We called Elite demanding service and to speak to a manger, warning that we may have been sold a lemon. On Tuesday, August 23, 2022, Elite service flushed the drain line. Despite my wife requesting to see the inside of the unit (and the tech agreeing), he didn't. Instead he showed her pictures of an A/C unit (could have belonged to anyone). My wife stated her concerns that there now may be mold in the unit and that we wanted a mold test. Since Monday, August 22, 2022, I have called Elite approximately 4-5 times requesting to speak to a manager, as recently as yesterday, August 29, 2022. After going around and around with the receptionist (who admitted her computer's notes reflected at least two of my calls and requests for a manager), refused to "Cold Call" the manager on duty as he was done working for the day. It was 4:45pm. I told them if I did not receive a call by 6pm that evening, that I would be filing this complaint and sending a demand letter through my attorney. As of this moment, 1:02pm, Tuesday, August 30, 2022, I have not received a call from anyone.

  

  Business response

  09/15/2022

  ****, 

  We appreciate you bringing this to our attention and allowing us to resolve your concern. It was a pleasure meeting you. I know you have an additional follow up with *******, our install service manager and I am certain that you are in good hands. 

  Should you have any concerns in the future, you know that you can reach out to Jhinel or ******** at our office and they will be happy to assist. 

  Customer response

  03/02/2023

   
  Complaint: 17797971
  
  I am rejecting this response because:

  We filed a complaint on 08/30/2022 after having numerous issues with our newly installed York AC System. A system that is supposed to be top of the line. Since our initial complaint, we have has numerous visits, with a new control board, increased duct work (because the system was too big for our system and that was never identified when we bought the system) and now four visits in the last three weeks (3 of which that have happened in the last three days) due to the same error code. The management team at Elite has been very slow to respond and we have requested that this system be replaced as it seems to be lemon.
  
  Sincerely,
  
  ***********************

  

  Business response

  03/03/2023

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

  Per our conversation, we understand your frustration with your York Air Conditioning System and apologize for not meeting your expectations. Elite Electric, Plumbing, and Air plans on being here with you and your family whenever any malfunction of your home HVAC system occurs. Going forward, the goal is to involve the manufacturer, including visiting your home, to verify all aspects of your system. I look forward to the follow-up conversations and resolving this problem so you and your family do not have to worry about your HVAC system.

  Customer response

  03/03/2023

   
  Complaint: 17797971
  
  I am rejecting this response because:

  We are continuing to have problems with our AC unit  there has been repairman at the house every day this week with no resolution insight.  The AC will stay on for less than 20 hrs and then fault   We are requesting that this unit be replaced  

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

  

  Business response

  03/07/2023

  ******************, Since our previous response, our HAVC install manager has responded to your location, and he identified a leak in your primary coil. This repair and all repairs fall under the manufacturer's warranty program. Unfortunately, the parts needed are backordered. However, the manufacturer has been contacted, and the recent temporary repair will suffice until the parts arrive. Elite and the manufacturer are working on a permanent fix per our conversation. Elite will be with you through this and any other electrical, plumbing or air conditioning issues that *** arise.

• Initial Complaint

  08/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  new ac system install installed in attic on beams not elevated off the joists ceiling caved in 2-3 inches leaking water everywhere. **** the scheduler laughed at my emergent call and hung up on me. I have 2 kids one with respiratory medical issues were made to leave our home pay money for hotel with 2 dogs while my ceiling is collapsing with water an their phone answerer laughs. This cost me 24K to place this brand new system. Now i have to move out pay a rent disturb my kids from school and bus route. This company had great reviews when i hired them and i do not understand how anyone can laugh and hang up on a terrible situation. please contact them as **** hangs up when i call. Some business ethic she has.

  

  Business response

  09/15/2022

  *****, 

  We were surprised to hear that you were treated so poorly. You can rest assured knowing that this will not happen again. Thank you for allowing ****** to handle all of your concerns in this regard. I know *******, our install service manager, has been out to your home to help resolve your ceiling concerns. I understand we are scheduled for some additional work. I will make sure ******* follows up to your satisfaction. You know that you can always call Jhinel or text ******* and we will get you taken care of. 

  Thank you, 

• Initial Complaint

  07/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  THE **** SCAM WAS ATTEMPTED AT MY HOME BY ELITE AC . TRIED TO CHARGE ME $8,400 FOR A $3800 **** I DID NOT NEED . TRIED TO CHARGE ME $10,000 FOR A WHOLE SYSTEM REPLACEMENT . WOULD NOT REFUND BY $2,400 DOLLAR DEPOSIT . THEY COULD NOT EXPLAIN WHY THEY WERE CHARGING 235% MORE THAN THE **** WAS WORTH AND THE REPAIR . COULD NOT GIVE ME AN HONEST ANSWER WHEN I QUESTIONED THEM .

  Customer response

  07/29/2022

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

  

  Business response

  08/12/2022

  After reading your concern it sounds like we are a horrible company. However we have been in business for 34 years and I despise companies that take advantage of you and or anyone else.
  
  We have been to your home several times over the past year to repair and maintain your seven year old system. On our last visit our tech recommended for you to upgrade your air conditioning system. Our technicians have prices that are set by myself. The exact costs they do not know.  For the system you initially agreed upon was $8114. Our costs would have been $3945 plus tax, 52%. labor costs of 21% which includes their wages, health insurance, dental, paid time off, long/short term disability and a retirement match yes they are paid well and work hard as h*** for all of our clients. There is 5% in miscellaneous materials for the install which includes the concrete slab, thermostat, straps etc., 2% for permit fees, and 2% for maintenance and warranty. The remaining 18% is overhead trucks, fuel, cell phones, ipads, electric, computers, advertising, office help, etc. and a small profit.
  
  I apologize for a delay in refunding your account. I should have and my staff could have communicated better with you.
  
  Thank you for your patience. If you have any other questions or concerns please feel free to call me at the office ************ or my cell phone ************

*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. ↩