ComplaintsforTiger Services Air Conditioning and Heating

• Initial Complaint

  08/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have been doing business with Tiger Services for about 20 years. Before they were Tiger Services, they were Air Alamo, and there was a prior name.We installed our second or third A/C and Heating unit 4/14/2020. Three or four days after the installation the thermostat locked at a place there the temperature would get very cold. We called Tiger Services and asked to get someone to come an fix/& or replace the thermostat. After a number of calls I was told by the owner, ******************************* and the Service Manager, *****************, the thermostat was programmable commercial. The technicians did not give any instructions on how the thermostat worked; they left no instructions we could read. After I had called to many times, I was told they would fix the thermostat at the fall-visit. The tech did not give any information again. I called and asked for the same "assitance". In all the units we've had, we never had a commercial thermostat. We had to manually change the temperature at every season, which was Fall-2020, Summer 2021 and Fall 2021; we were asked to wait till the next visit, and the next visit, and the next visit.The last time I called to get something done I spoke with owner, *******************************. He said he would send a tech for a $55 trip. I told him I owed no such thing. He didn't budge; I told him, he extended the warranty period every time he told me to wait till the next trip. I spoke with the Service Manager, ***************** about their lack of customer **********************. I asked if they didn't keep notes for the the next trip; he said "yes" and I added except for my unit.******************************* began a tone of conversation, surely not for a service-oriented business. He was totally passive-aggresive tone and with a total disrespect. I initially filed a report with the BBB. After years had passed, they asked me what I wanted to resolve my problem. Lastly I got a thermostat ****** sent with his driver. It was for "Heat Pump/**nventional". The new A/C ** said no.

  

  Business response

  08/27/2022

  Good Morning BBB - we are not able to appease this client.  we have tried MANY times to work with her and explain how the thermostat works. We have refunded her remaining time on her maintenance agreement.  There is nothing else to refund.  Her heating and cooling system is working as normal.  Her requests are not sensible.  It seems like she does not understand how to operate any of the thermostats provided.  We have worked with this client for many years without any issues.  We are sad to say that something has changed and we cannot meet her expectations any longer.  since all labor warranties have been honored and she is able to have the part warranty covered by any authorized ac dealer, we feel it is best to part ways.    
  

  Customer response

  09/15/2022

  Complaint: 17775825
  
  I am rejecting this response because:
  

   

  ******************:

   

  I am finishing a project at this time.  If you want to allow the last response you made at BBB to stand as your final communication, understood.  Let us compare apples with apples.  I am a degreed accountant; I successfully completed the ****** CPA Review.  I have worked in the financial industry and premium audit area of a commercial insurance for 30+ years.

   

  You have probably been reading financial statements for years.  Are you able to construct a Financial Report yourself?  Probably not!  You are not dedicated or committed to that type of work.  I don't have to deal with a thermostat that you wanted me to attempt to operate, most possibly break, according to your sarcasm-style in your texts.  

   

  Like I told you, I paid your company for an A/C & Heating System or HVAC .  I have paid your company probably close to 20 years.  This is how you treat your loyal customers. You short-change materials?  Then you brag about it?  Out of respect, I have not said anything out of line to you; but that doesn't mean you are not cheating me.  You are a cheat. I paid $300 for a thermostat, recommended by the manufacturer.  You are still trying your short-cuts. 

   

  That's enough.

   

  I did not record the condescending, intimidating, and harassing manner you used to treat me in the BBB report. That does not mean you are innocent. 

   

  When you say you offered to teach me to deal with a commercial thermostat, through a telephone conversation, that did not properly complete what I told you was not adequate, and you agreed.  I did not short-change you for your work or the materials, but you decided to short-change me on the thermostat.  That is not part of the Best Practices for your business or General Liability Coverage.

   

  Please read the texts I sent you at our last conversation. I have a printed copy.  I will file a suit against you and your General Liability Coverage.  I will submit to the court where you were menacing, condescending, intimidating, sarcastic to a point where I had to tell you I would BLOCK YOU from communicating with me.  I still have your business phone blocked!

   

  I have a contract I have to complete at this time. The contract will not take years, but rather months.  As soon as I finish this work, you will not have the chance to reread the texts we exchanged during our last communication.  You offered me an adequate residential thermostat for my unit, including pictures.  I will present that to the court.  This information, along with the fact you did not COMPLETE THE WORK FOR WHICH YOU HAVE ALREADY BEEN PAID. I will not pay you $55.  To this date, you are still bound to the visit to replace & install the correct materials you promised.  

   

  Maybe before I take further action, you should communicate with your attorney.  That is best. Please take your texts and pictures of what corrects your 2020 contract for the HVAC.

  
  Regards,
  
  ***** De La ****

  

  Business response

  09/16/2022

  Hello BBB

  We have exhausted all offers that we can extend to this client.  We have explained everything to her MANY times and actually gave her another free thermostat that she said she would have installed and nothing seems to meet her expectations.  the company has met all of the obligations of any contract and feel it is best that she find another service provider.

   

   

• Initial Complaint

  03/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Tiger Services installed a completely new system, AC/Heat, into our home on 2-22-2022. Tiger installed, a coil with a claim # which they filed through Trane, into our home which caused conflicts with the Trane warranty department. Trane reported that our serial number was previously registered under another residential owner which is also a Tiger client. In the end, Trane provided the warranty coverage for the coil, however they do not know where the encasement for the coil came from since the serial number installed into our home is for coil only. There are no other serial numbers located on our encasement of the coil.We are wanting what we paid for: a Trane unit that Trane can verify is new and works seamless together with the other Trane parts they installed. I

  

  Business response

  03/18/2022

  Hello BBB -

  
  We have been in contact with ************* many times and repeatedly explained that a brand NEW coil was installed at her house and she has a 10 year part warranty on the coil. Her concerns can be appeased by simply looking at the warranty certificate that she has in her possession and attached to her letter to BBB.  That form allows her to work with any authorized Trane dealer and the 10 year parts warranty would be honored.  We dont install used equipment.  That install practice would lead to more hassles than it is really worth.
  

  
  At her request, we did reach out to Trane to make sure she was registered.  Trane verified the coil was manufactured in 2021 and ************* has a warranty for the coil.  Trane had no other information to share with us and reminded us that if the coil was ever installed at another address, the system would not allow a warranty certificate to be created. This is the first time for the coil to be installed anywhere.  Other than that warranty certificate, there is nothing else they can offer us.  They say, "the certificate serves as the proof".
  

  
  We can emphatically assure her the company installed exactly what was discussed during the sales process and the equipment has never been installed at another residence..  We install hundreds of systems each year and we stand behind every unit we install. 
  
  We hope this explaination helps the Better Business Bureau with Mrs. ***** concerns.  If any more information is needed, please reach back out to our offices.

   

  Customer response

  03/29/2022

  Complaint: 16831711
  
  I am rejecting this response because:
  Tiger Services installed a completely new system, AC/Heat, into our home on 2-22-2022.   Tiger installed, a coil with a claim # which they filed through Trane, into our home which caused conflicts with the Trane warranty department.  Trane reported that our serial number was previously registered under another residential owner which is also a Tiger client.  In the end, Trane provided the warranty coverage for the coil, however they do not know where the encasement for the coil came from since the serial number installed into our home is for coil only. There are no other serial numbers located on our encasement of the coil. 
  
  
  Tiger reported, to me, they have made no claims that link to serial #******YR5G, which conflicts with what Trane reports.  Claim number # c-******** was provided by Trane filed July 13, 2021, by Tiger for our serial #******YR5G, our new unit. Trane notes indicate that serial #*****T4BCG was installed into a 2016 unit, in 2021, instead of serial #******YR5G into other residents' home which created the confusion of warranty coverage.  Trane reported again, my serial #******YR5G is for the coil only not the encasement, so they can only guaranty that the coil is new and never has been used.  Trane reported that since Tiger is the installer of both residential homes, the following scenarios are not possibilities:  duplicate serial # or registering serial number mistake such as a number typo.
  
  
  At this point, I have spent hours trying to resolve this.  Trane has consistently reported information, from different representatives, that aligned with information listed above.  Tiger, despite my request to contact Trane since the beginning, confirmed they have called once on March 9th, but didnt call the warranty department Ive been working with this entire time, and spoke to someone from the wrong department(relations) to verify my concerns/evidence even though I gave them a contact name through the warranty department.  They have continued to say things like: Im making this a bigger deal than it is.  This is a Trane error and therefore its not their problem.  Its an inventory problem on Tranes end. There is nothing else they can do. I have my warranty, so what else do I want?
  
  
  Tiger has made agreements with me to find out the history of our new unit serial #******YR5G, but each agreement is met with blame focused on Trane and not resolving/contacting the company despite continual evidence saying otherwise and ignoring my repeated request to call Trane.  
  
  
  Because of Tigers unwillingness to work with me, I gave one final call to Tiger before moving forward with BBB in hopes of a different outcome. On, 3/10 around 10:20am, I spoke withTiger to plea for them to follow through and contact Trane.  I provided all the information listed above to two different employees.  Tigers refusal to contact Trane to investigate my concerns have left me no option but to seek outside resources to help remediate. They say they want to work with me, however their actions (not contacting Trane or following through on their commitment) have led to this formal documentation and request for help.  On 3/10, they said, they are not going to contact Trane, which for me means, they no longer want to work with me for a resolution.
  
  
  We are wanting what we paid for: a Trane unit that Trane can verify is entirely new and works seamlessly together with the other Trane parts they installed. 
  
  
  Regards,

  
  
   

  

  Business response

  04/05/2022

  Hello BBB -

  We have again attempted to call Trane about ***************** questions.  The claim number provided by the client is supposedly a CONSUMER claim number.  Tiger Services does not have a claim with Trane.
  

   

  Our company purchases over 100 coils in a year.  Because of COVID and all the equipment shortages, we invested a lot of extra capital in bringing in equipment into our warehouse.  When a job is sold, we simply go to the warehouse and pull a coil from stock.  Some where along the way, Trane scrambled the paperwork and assigns the equipment to the incorrect client based off purchase orders NOT installed work orders.  Typically all this paperwork confusion is ironed out and a warranty certificate is issued for the correct installing client.  But it seems like the client called Trane before all the registration was completed.  

  We can reassure the client that the coil has never been used at another jobsite.  Trane does not allow double registrations. The 10 year warranty is currently active (she has a copy of that certificate)
  

   

  We hope these extra details appeases *************. 
  

  Customer response

  04/05/2022

  Complaint: 16831711
  
  I am rejecting this response because. :I understand and have empathy for companies during COVID times.  When suggesting that perhaps a coil was used in their inventory instead of waiting for Trane to send the replace coil for the client as a possibility, it was denied.  I was told it wasn't a possibility, and questioned to were that line of thinking was coming from.  

  Again, the coil part of my complaint was resolved before filing with BBB.  The question at hand is the encasement and all other parts in the encasement (with the exception of the coil).  The encasement containing the coil is the area of confusion, since the the serial number located on the encasement in our home is for COIL only, and therefore Trane can only vouch that the coil is new. 

  I repeat, Trane can not verify the age of the encasement or where it came from since the only serial number located on the encasement is for COIL only.  Receipt from Tiger, with all serial numbers, was sent to Trane.  Tiger also sent photos of the installation as well.

  As for the comment about me creating complications by calling to ensure all components installed by Tiger were properly registered, is simply not true.   The claim was made on July 13, 2021. According to Trane, Tiger has known the entire time, since it's their client.  They have had since July 13, 2021 to resolve this issue before installing the serial number into my home.  

  Everything listed above is repeated information that has been provided already to Tiger more than once.   Blaming the client for calling to soon to Trane to verify all parts were registered, is a distraction to the fact that Tiger installed something into my home that they knew had a claim.  They continue to ignore the fact, that the encasement in question, can not be identified.  

  At this point, I can no longer trust what they claim to be true on their end.  Trane has been constant with information they have provided to me.  Trane has continued to provide more information to me about all of this, the further along the denial went by Tiger.  I find it unacceptable that they claim they can not get information through TRANE.  

  
  
  
  

*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. ↩