ComplaintsforApollo Heating & Cooling

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Oct 21, 2024, AN Apollo Tech with a free estimate found the bathroom faucet needed a new filter cartridge. . My wife was the only one home. Problems: His invoice is not a true invoice. He wrote at the top in an "Invoice Summary": " my wife calling Apollo, and she valued her house and did not intend to move."(? RELEVENT? Then in "Options:" he wrote that "replace existing faucet carteridge ...install new premium Delta Widespread Cartridge" $395. NO ITEMIZE INVOICE AND HE DID NOT LEAVE THEOLD REPLACED PART, rquired by consumer law. I believe Apollo took advantage of an Elderly (72), female, with health issues making her weaker by inflating the price (to cover the free part) . AND the invoice serves as a memo/note to management to justify their actions if there is a complaint. Yes, Apollo will give the excuse that my wife agreed....but Apollo why the flimsy worded invoice with nonsense.... ie my wife likes her house....NO IDEMIZE... Sounds like the "free" cost a lot. Beware.

  Business response

  10/23/2024

  Hello sir.  Your invoice was emailed to you before we left your home.  The image you posted was a hand written option page for what we noticed and offered to you (your wife) while we were there. We were happy to show up at no cost to you, yes free, and simply let you know any potential issues that were observed while we were there.  This is the inspection part.  Your wife was offered a repair and had agreed that it should be done, so we did what was asked of us.  We never pressure anyone to buy anything from us, only give options.  I am in agreeance that everything seems too expensive now a days, and truly wish we could go back to how things were just three to four years ago.   However, that is not the case.  As for your wife making decisions you don't like, that is not something that we have the capability to fix as it is definitely not our expertise.  The issue you raise about parts being left, we ask our customers if they want the old materials, but have always offered to take the old parts/ trash for the customer as 99.99% of our customers would actually get mad if we left old parts next to their sink/ water heater/ furnace.  The thought that you are trying to purvey that we are dishonest in any way is absolutely offensive, as we have clearly set up our procedures to avoid anything that hints at that on our end.  So much so that you already explained that we would "hide" behind the up front pricing that we offer and that we don't tell people they have to do anything.  We would have been happy to leave your home with no charge.  

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a call from Apollo Heating offering a 'free' service to check & tune-up my Geothermal heating unit.The service was conducted Wed Apr 3rd 2024 - The technician informed that everything looks good (verbally and in writing).That night, I noticed that the system was on Auxiliary Heat (which mean that the unit is not working properly).I called Apollo Heating the next day - After checking the unit again, they told me that all the Freon has leaked and they want to charge me $3350 to fix.This unit has been working fine for years; All of a sudden, after the technician leaves, all the Freon has leaked ! So, I can't help but conclude that these folks offer the free service, come in, damage whatever they are supposed to be inspecting, and then charge the customer an absurd amount of money to fix.I called a different company to fix the unit, and I think it's only fair for Apollo heating to reimburse me for the cost.I hope you can help me get to the bottom of this. I really would hate seeing other people go through this ordeal.Thank you

  Business response

  04/05/2024

  We were called to your home for a water leak situation that you were dealing with originally.  ************** had taken his time to thoroughly investigate your issues and determined that your home was dealing with an outside the home water issue that was causing a leak through the foundation. We further checked your sump pumps to verify they were working and noticed mud and rocks in some of your drainage pipes.  However, with the leak in the foundation, this is not an area that we can help you with.  Our Plumbing tech offered you a FREE inspection on your system as a courtesy to you and you accepted. 

  We sent out a HVAC tech to your home and he talked with you about the system.  You told our tech that the system had been "recharged twice before because it was empty" but everything was working well currently.  Our tech then checked the electrical systems, pump operation, blower motor and wheel, and verified that the water loop was not low.  We did not touch your refrigerant system but had noticed where you had ** dye all over the inside of the cabinet, which can be clearly seen in the technicians pictures from your system.  In a FREE inspection we do not hook up to a refrigerant system unless there is a clear need to do so as they are supposed to be a sealed system.  There was very little load on the system as the temperatures are very mild in April, but the system was warming up properly as shown in the tech's temperature readings in the air flow to the home, therefore we had no reason to connect to your refrigerant circuit.  

  We received a call from you the following day and promptly sent a tech to your home. When we arrived we were informed that your system was running on auxiliary heat and you wanted to know why.  ************** noticed the ** dye everywhere in the cabinet ( different tech than the day before) and asked you about it as that is not normal to see.  The tech then decided to connect to your refrigerant system after asking you about the dye.  Again you informed our tech that you had had the refrigerant leak out multiple times previously and that was part of what was supposed to be fixed from a previous contractor.  ************** saw that your system was again low on refrigerant indicating that a leak was still present in the system.  He then gave you options to start to fix the system, which is unfortunately not cheap due to several factors beyond ours or your control. 

  In response, we will not repair your unit that we had no involvement in installing or fixing previously.  We are sorry you are having issues with the geothermal unit and would be happy to repair and provide warranties on the repair as we offer the longest repair warranty in the area as we believe our work to be thorough and stand behind it.  If you would like someone to pay, we would suggest calling the company that clearly did not fix your issues that last several times you have had issues.

  Thank you and good luck!

• Initial Complaint

  08/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They told me my fan on the outside condenser was going out and wanted 1500.00 to replace it which was untrue

  Business response

  08/23/2023

  Mr *******, you called us out to your home for a no cool nearly a year ago, at which point we did a thorough evaluation of your system.  During that evaluation we noticed that your condenser fan motor's seals had broken and were leaking out the oil that keeps the system lubricated.  We documented that with pictures of the motor and sent those to you.  We gave you a price to replace the motor with the understanding that it was still working but had failed, non replaceable components and the only way to fix was to replace the motor.  The cost of the motor and blade was 984$.  We always include a blade on an older system as they are thin metal and are very easily bent and will cause a wobble in the system that can cause further damage.  We are glad that you are still getting use out of the old motor, but we can only speak to manufacturer specifications.  If it were still under warranty the manufacturer would have paid to replace it, unfortunately that was not the case with your system.  We provide honest assessments of our customers' systems, take pictures and videos of the issues to avoid uncertainty in areas that most of our customers are obviously not an expert in.  Sorry you weren't happy with our results, but we never do anything other than give options based on what is going on and let you choose what's best for you.

  Customer response

  08/23/2023

  I was told by a licensed heating and cooling guy that your lied to me from the beginning about my system. Their are not leaks on the fan and my hair conditioner is fine. Also I didn't need any coolant either which I was told by your lying technicians trying to make money on a disabled elderly person like me. That's why I feel people who call your company should be aware of your crooked practice.

• Initial Complaint

  07/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 7th Apollo came out to my home to look at the HVAC system that was no longer blowing cold air. It was working, just not blowing cold air. According to the technicians diagnostic report, he said there was a crack on the system, which made it unsafe to run. While he was here, he explained little, and all of it was jargon. He suggested putting a wire in the system, which would cost us $400.00 (that is with the membership discount I had to commit to and give them my account information for) and then he stated that could go toward a new unit “if we needed it”. He alluded to having us think that fixing the wire would solve the problem for now, and that it would at least give us some cool air for now. So I agreed to his professional recommendation. The air was working when he left, and then about five minutes later the system he put the wire in, started making a loud banging noise. So I turned the air off and called Apollo back. They came back out later that evening and it turns out he did not install the wire correctly, which was what was causing the noise. So, he installed it correctly, and then the air still was not blowing out cold air. He left without making sure it was working properly. So they came back our for a third time, this time with a new technician who was very rude. He let us know that our system had a leak, which they knew about and needed a part that they no longer make, and were unable to get it up and running. I asked him “well why did we have them put the wire in” and he said “well that’s what your boyfriend chose”, in a very argumentative tone. I asked him to leave because I felt uncomfortable at that point. When we called for the fourth time, they told us there was nothing they could do. I think they should refund the 400 dollars since they did not fix the problem, but actually made it worse. Their website offers a satisfaction guarantee, but when we called for the fourth time, they did not take this into consideration.

  Business response

  08/02/2023

  We responded to a call for your home that your system wasn't working properly.  After the technician arrived he found multiple issues with your system as you had provided or options that we gave you to work on the system.  You and your boyfriend didn't want to do the repairs that needed to be done to get the system working and had asked the tech if there was anything we could do to band-aide the system as you weren't capable of making all the repairs for one reason or another.  The technician agreed to replace the condenser contactor and the wires that were burnt around the contactor in order to get power to the unit and diagnose further what could be done.  These were burned most likely from either a storm or a massive power draw from the unit above what it was rated for.  This turned the unit on, but did not "fix" the air conditioner.  We had explained this too you before any work was done, and like we have said, your boyfriend admitted to us that he knew this was the case before we did any work.  As we did not get permission to make the full repairs, there is no warranty on the work we did.  After the fact, there was a wire that wasn't secured properly when we re- assembled the top of your system, and a wire came loose and was rubbing on a fan.  As you stated we promptly came back out and fixed our error, but the system was still not working properly, just as it had been when we left the first time, as you did not have us fix the issues with your system.  You called back a third time, to which we responded promptly by sending out another tech with the understanding that you were ready to have us fix the system properly as we had diagnosed on our first call.  You did not choose to do so and expected us to fix your system that we never made repairs to do so, only get the system in a place to turn on as it was completely inoperable previously.  Your boyfriend called into our office and spoke to our service manager for some time and kept telling us that it was a stupid decision and they wished that you all had chose differently or something to that extent.  During that call did anyone ever ask for money to be refunded to you, however we did offer to give that money back to you in full towards a new system.  Your boyfriend again admitted to asking for this partial repair and that we did what he said to do against our determination of what was wrong.  Again we agreed to do this partial repair in the hopes of seeing more information once the system had power to it.  For this reason there is no warranty of the repairs as it was not one of our options that we said would fix the unit properly.  We told you it would be a good idea to look at replacing the units as they were both in disrepair and never gave you any pricing whatsoever.  We are nice people, and would have been willing to give you your money back had you not been trying to blast us on social media even though what was done would not be covered under a satisfaction guarantee under any circumstance.  To be honest, we would still be willing to refund you your money, if and only if the slander you have attempted is brought down immediately.  We do not believe that bullies should have a platform on any level, and believe you methods at best are lacking.  

• Initial Complaint

  07/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dishonest !!!! I knew my furnace would need replaced so I called them when it went out. I needed a new AC unit. Its the original from the house and it was time to replace it. We called and went over the replacement parts needed and paid $2,100 in full for the repairs. That was over three weeks ago. It is not the beginning of July and my parts have not arrived yet. Very shady and very dishonest. Everytime I call them they just say that my parts havent arrived and they will let me know.

  Business response

  07/20/2022

  [BBB transcription via phone call with business]

  Business called and explained the matter was resolved. The parts were special order. The consumer was not satisfied with delivery time, however the consumers issues have been addressed to their satisfaction.

*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. ↩