ComplaintsforAcosta Heating, Cooling & Electrical

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Acosta requires a service contact on newly installed systems or will not honor company warranty (parts only). I paid for service maintenance contracts on 3 ****** systems (one new )heat pump and A/ C and 2 existing ****** systems.Company has cancelled 3 maintenance dates despite sending notice in June 24 to schedule service which I did. Company canceled maintenance dates , claiming other customer emergencies which somehow superseded my service agreement dates the Company scheduled at their discretion not mine. Most recent 3rd cancellation occurred on 7 /19/24 for scheduled maintenance service on 7/22/24. Now pushed scheduled maintenance service to 7/26/24 which again may not occur. Company offered no prior notice for dates 7/22/24, 7 /17/24 and most recent date of 7/22/24 cancelled 2 day after scheduling service. Not confident Company will honor 4th rescheduling at their discretion for all 4 dates.Summer is almost over with no maintenance service as promoted by Company notice on 6/3/24.

  

  Business response

  07/22/2024

  Dear Better Business Bureau,
  Thank you for bringing ******************** concerns to our attention. We apologize for the inconvenience and frustration caused by the repeated cancellations of his scheduled maintenance appointments.
  We understand the importance of timely maintenance for ******************** systems and the trust he places in us to honor our commitments. Unfortunately, due to the unprecedented high temperatures this summer in *********, we had to prioritize critical situations, which led to the cancellations of his appointments.
  Our service manager, ***********************, spoke with **************** and addressed his concerns. As part of the resolution, we have rescheduled his maintenance visits to April and October. **************** has expressed that this resolution is satisfactory. Additionally, they discussed his 2025 renewal and future visits, and he seemed pleased with this plan.
  We value ******************** business and are committed to improving our scheduling processes to prevent similar issues in the future. We appreciate his understanding and patience regarding these changes. If he has any further questions about his warranty or warranty coverage, we encourage him to reach out to us directly.
  Thank you for your assistance in facilitating this communication.

  Sincerely, 
  Lauren Acosta Huckleberry
  President
  Acosta Heating, Cooling & Electrical

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a 42 year old home. I never had issues with a smell in my home UNTIL Acosta installed a heat pump with a coil that is creating a smell. I have had two managers come out and try to offer me band aid fixesair filtration **************** *************. I had two other companies come out to assess the situation. They said I would need to get the coil coated with copper. They said I should call Acosta to have this fixed. I called Acosta they did not want to cover the cost of getting this fixed. It would be ***** at cost to me. They again offered an air filtration system. I told them I never had this issue or smell before the coil was installed. I have spent thousands of dollars and just want it fixed.

  

  Business response

  11/11/2022

  Thanks BBB for forwarding this to us.  We regret that ******************* felt that she was not getting the response that she needed directly from us.  The coil that was replaced by ** did not have a coating to prevent dirty sock syndrome from reoccurring in her home.  Dirty sock syndrome is not necessarily preventable since the bacterial growth only occurs in a very small percentage of homes that have just the right or better said wrong conditions for it to flourish and cause a bad odor. We do offer a 5-year labor warranty for all customers that maintain an Acosta Club Membership (routine maintenance program) and since ******************* declined the membership, she no longer had labor coverage on her installation.  Nonetheless since the original fix of replacing her coil did not resolve the issue, we are rectifying this situation with a specially coated coil that should prevent the growth of the smelly bacteria.  

  Customer response

  11/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

*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. ↩