Complaints

This profile includes complaints for Fast Response Heating & Cooling's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fast Response Heating & Cooling

  3739 Broadway Ste C Grove City, OH 43123-2269

  
• 

  Fast Response Heating & Cooling

  3160 E Kemper Rd Unit B Cincinnati, OH 45241

• 

  Fast Response Heating & Cooling

  2108 Plantside Dr Louisville, KY 40299-1933

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  Fast Response Heating & Cooling

  3739 Broadway Grove City, OH 43123

  
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  Fast Response Heating and Cooling

  905 N Interstate 45 Service Road Wilmer, TX 75172

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled my annual HVAC winter maintenance through ******** **** ****** *****, and Fast Response Service was assigned. Upon arrival, the ********** informed me that only one of my two units was scheduled for service, despite my request for both. He advised that I would need to book a separate appointment for the second unit.During the visit, the ********** inspected the second unit, which was not part of the scheduled service, and claimed it had a serious issue with the heat exchanger. He conducted a carbon monoxide (CO) test, where the alarm triggered when placed on a table but did not show a reading directly at the vents.Later that night, my tenant reported no heat. Upon inspection, I found that the second furnace had been turned offboth the power and pilot lightwithout any notice. The next morning, a different ************ was dispatched and immediately identified that multiple wires and sensors had been unplugged inside the furnace, preventing it from functioning.This second ********** confirmed that there were no issues with the heat exchanger and that CO levels were normal. I also received an email from Fast Response Service recommending a full system replacement based on their diagnosis.Given these findings, I would not use this service provider again. If *** assigns them, I would recommend requesting a different company.

  Business Response

  Date: 02/12/2025

  Thank you for reaching out regarding your recent experience with Fast Response Service. We take your concerns seriously and appreciate the opportunity to clarify the situation.
  Our technician was dispatched to perform maintenance on the unit assigned by ******************** (***). While on-site, he identified a serious issue with the heat exchanger in your second furnace and conducted a carbon monoxide (**) test for safety. Our certified HVAC meter recorded ** levels as high as 146 PPM, confirming a hazardous leak. Which is documented with the provided photos. Given the potential risk to occupants, our technician followed standard safety protocols by shutting off the unit. However, we did not disconnect any wiring or sensorsour sole action was turning off the furnace to prevent further ** exposure.

  
  We understand that a second ************ provided a differing opinion regarding the heat exchanger. However, our primary concern is always the safety of our customers, and with documented ** readings at dangerous levels, we strongly recommended a full system replacement to prevent potential harm.

  
  We regret any confusion or inconvenience caused during this process. If you have any further questions or would like to discuss this matter in more detail, please do not hesitate to reach out.

  Business Response

  Date: 02/12/2025

  Additional information. 
  
  Our technician was dispatched to perform a safety inspection and found two HVAC units at the property. Upon inspection, one unit was determined to be unsafe due to carbon monoxide **** emissions, which we confirmed using two separate ** detectors. We documented elevated ** levels both at the unit and at a supply vent, indicating a clear safety risk. ** is a colorless, odorless, and potentially deadly gas, and any presence of ** in a home is unacceptable, regardless of its source.
  
  Given the unit's ageover 20 yearsand the safety concerns, our technician followed industry protocols by shutting it down and immediately notifying the tenant. We also provided a detailed report, photos, and documentation to you via email and voicemail.
  
  While we understand and respect your decision to seek a second opinion, our findings were based on thorough testing and the expertise of our lead technician. Our primary responsibility is ensuring the safety of the homes occupants, and we stand by our assessment and actions.

  Customer Answer

  Date: 02/12/2025

  The company was not dispatched for a safety inspection on the units. I'm rejecting this as their very first sentence is inaccurate and clearly knowingly lying. The technician was dispatched to do routine maintenance for winter on one unit. Distance alone simply goes that they will twist words and blatantly lie or disregard the truth simply to get to their bottom line.

  
  Regards,
  
  ******* *******

  Business Response

  Date: 02/13/2025

  A pre-season tune-up is a comprehensive inspection and cleaning designed to ensure the furnace operates safely and efficiently before the heating season begins. A certified technician conducts a thorough assessment to identify potential hazards, wear, and damage that could lead to safety risks or system failure.
  
  Whats Included in a Tune-Up:
  Cleaning and inspecting filters to ensure proper airflow and air quality
  Inspecting the heat exchanger for cracks or damage that could cause dangerous carbon monoxide leaks
  Testing the thermostat to verify accurate temperature control
  Testing the ignition system to ensure safe and proper startup
  Inspecting the burner for correct combustion and safety hazards
  Inspecting all electrical connections for loose or faulty wiring that could pose a fire risk
  
  Key Benefits of a Furnace Tune-Up:
  Safety First: Identifying and addressing potential hazards helps protect against carbon monoxide leaks, fire risks, and system malfunctions
  Energy Efficiency: A well-maintained furnace runs more efficiently, reducing energy waste
  Fewer Breakdowns: Routine safety inspections and tune-ups help catch small issues before they lead to costly repairs
  Extended Equipment Lifespan: Proper maintenance ensures the furnace operates reliably for years to come
  
  
  This tune-up is a standard industry practice and is critical for the well-being of the household. It is not simply a cleaningit is a preventative safety measure designed to detect potential dangers before they become serious problems.

  Customer Answer

  Date: 02/13/2025

  Referring to the original message, the technician was not assigned, scheduled, nor given permission to touch the second unit. To 'inspect' as mentioned you must remove the front cover as you cannot see any aspect of the unit without doing so. Also, the technician took it upon themself to purposely disconnect sensors and wires, turn out the pilot light, and turn off the electricity to the unit without relaying any of this to the homeowner - all also without permission to touch the unit. Additionally, the technician unplugged said wires and sensors only at the end of the appointment (per camera) when stated was going to cleanup. Additionally, the technician chose not to turn off any gas valve/floor associated with the unit, 2 of which are located within arms reach out the unit and easy to see. This would have been a safety measure, had there been an actual issue with the unit/gas/CO. Instead the technician chose to unplug sensors and wires, not relay any information to the homeowner about his doing so and allow the gas to continue to flow (including the gas valve in the unit) into the unit. Should this have allowed for an increased amount of gas leaking from the unit while it was not in use, what would have stopped the gas flow or sensed the flow of gas was not enabled. Therefore, could this have led to an explain if fire was introduced to the immediate surrounding area? I would need to consult a third party to find out. 

  All of this to be said that once the technician left and a second opinion was taken, that none of this was needed nor should have happened and that the were no issues with the unit to begin with. Leading to the continue practice of preying on people in vulnerable situations in the hopes to gain either money from the person or from their home owners warranty, both under false pretenses. 

  Regards,
  ******* *******

  Customer Answer

  Date: 02/13/2025

  The company still never provided any information as to why the technician disconnected wires and sensors.

  Business Response

  Date: 02/14/2025

  Thank you for reaching out. I want to assure you that our technician followed industry-standard protocols during the service visit. The unit was properly turned off using the gas and power supply, and at no point were any wires or sensors removed.

  For transparency, we have attached photos taken during the diagnostic process, which confirm that all sensors and wiring remained intact. We apologize for any concerns or dissatisfaction you may have experienced and appreciate the opportunity to address this matter.

  Customer Answer

  Date: 02/14/2025

  This conversation is mute. The technician never turned off the gas and unplugged multiple sensors and wires. I sincerely hope others do their research. Thanks! 

  
  Regards,
  ******* *******

• Initial Complaint

  Date:10/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company came into my home and removed our furnace, stating that it was unrepairable on 9/15/2024. They have stopped responding to us and our insurance. It is now 10/9/2024 and are insurance is telling us every single day that they are escalating this problem to the top of importance. We have lost faith in the insurance now too because they are not calling us back either. This company has told my insurance that they are repairing our furnace and that is why they took it out our home. I have never heard of this method. They are the worst customer ********************** i have ever come across, and will be doing my due diligence threw whatever means possible to show how evil this company operates to maximize they're capital. This company exemplifies what is wrong with American contracting today. Please Help!

  Business Response

  Date: 10/10/2024

  Thank you for reaching out and bringing this to our attention. We sincerely apologize for any frustration and inconvenience youve experienced during this process, and we understand how important it is to have a functioning furnaceespecially as we approach the colder months.
  
  Wed like to clarify a few points to provide better transparency about the situation. On 9/15/2024, we removed your old furnace based on a signed contract to install a new unit. After the removal, you informed us that you had changed your mind, and while we were already at a point in the process where most would consider it the "point of no return," we respected your decision and agreed to cancellation of the new unit replacement.
  
  Since the old furnace had already been removed, we took it with us to repair it, as replacing it was no longer an option per your request. We have been working diligently to secure the final part required to complete the necessary repairs, and we will install it as soon as the part arrives, which we expect to be very soon.
  
  We understand how frustrating it can be when things dont progress as quickly as expected, especially when it involves your homes comfort and safety. We are in regular communication with your home warranty company, and our aim is to resolve this issue as quickly as possible.
  
  We apologize again for any inconvenience and appreciate your patience. If you have any further concerns or questions, please dont hesitate to reach out directly to us, and well do our best to assist you.

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our AC unit has been down since July 31, 2024. We reached out to our Home Warranty (American Home Shield) and they recommended Fast Response Heating and Cooling to come out. They initially came out and tried to sell us 2 new AC units costing around $15,000. Once we declined and asked for the repairs they told us we needed to go thru our home warranty. We did and accepted the out of pocket charges from Fast Response for $2,500 on August 2, 2024. Per American Home Shield they were to purchase the coil and start the repair. Fast Response told us it would take 7-10 business days for them to receive the coil from the home warranty. We waited until August 19, 2024 when I called the home warranty and they said they approved Fast Response to purchase the coil on August 2, 2024. After talking to Fast Response today (8/22/2024) they told me that the home warranty sent them the wrong coil and they had to purchase a new one, which was purchased "at the end of last week". I know this is not true, because when I spoke with them on Monday they said they were still waiting on the coil from the home warranty. They refuse to provide tracking or any timeline as to when the coil will be received and the repair to be completed. We are currently at 3.5 weeks without AC in our house due to negligence from Fast Response. We have endured multiple 90 degree days/nights with 3 small children. They are refusing to take responsibility for the mistake and told us they will not refund any money that we paid out of pocket directly to Fast Response due to their negligence.

  Business Response

  Date: 08/23/2024

  Thank you for sharing your concerns, and we sincerely apologize for the inconvenience and discomfort you and your family have experienced during this time. At Fast Response Heating and Cooling, we strive to provide timely and reliable service, and we regret that your experience has not met your expectations.
  We understand the importance of having a functional air conditioning system, especially during the hot summer months. Upon reviewing your situation, wed like to clarify a few points regarding the process and provide more transparency.
  
  Service and Repair Details: The initial delay was due to the specific coil required for your AC system. The coil was approved and ordered based on the information provided by the home warranty company. Unfortunately, the first coil we received was not the correct model for your unit, which caused additional delays as we had to reorder the correct part.
  
  Communication Regarding Coil Status: We acknowledge that our communication could have been clearer during this process. We regret any confusion caused by varying timelines and updates. We value transparency and will work on providing more consistent communication to our customers going forward.
  
  Refund and ********************** Policy: We understand your frustration regarding the out-of-pocket expenses. However, as per our policy, we cannot both issue a refund and complete the repair service. In such cases, we provide customers with the option to choose between a refund or completing the repair. We would be happy to discuss this option further and find a resolution that aligns with your needs.
  
  Our senior technician was dispatched today to address the repair, and we remain committed to completing the work as soon as possible. We apologize for the delay and the impact it has had on your household.

  Customer Answer

  Date: 08/27/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22182094
  
  I am rejecting this response because: Fast Response came out on Friday and fixed one of our units.  We were told by the technician that someone would be back on "Monday or more likely Tuesday to fix the other unit".  At 11:00 am this morning I have not had any communication from Fast Response confirming they are returning today.  I called Fast Response to get confirmation that someone was coming out and I was not given a clear answer.  I was told it "looks like" we are on the schedule for today, but the lady I spoke to said she needs to confirm.  She did say IF they do come today, it would be this afternoon, and they would give us a 30-minute heads up.  The communication and scheduling is still unacceptable!  I appreciate Fast Response getting out to us on Friday to get one of our units fixed so we could finally get some relief after 23 days!  However, I feel like had I not filed the report we would still be without AC.  When speaking with ******** on Friday, he told us that a manager was supposed to be reaching out to us regarding a refund and we still have not spoken with a manager.  We have been very happy with both of the technicians that have been out, due to this when we were ready to replace both units, we were looking forward to giving our business to Fast Response.  However, this experience has really changed our position.  We would love for this all to be resolved, but we have been very dissatisfied with the service and communication we have received from Fast Response.  
  
  Regards,
  
  ***************************************

  Customer Answer

  Date: 08/29/2024

  8/29/24- Still no one out to fix my second AC unit that we paid for.  When I called the office yesterday, they tell me they are going to have to talk to the technician and give me a call back.  No one ever calls back.  This is so frustrating!!!  Fast Response took our money and did not complete the job and refuses to give us a timeline of when the job will be completed.  

  Business Response

  Date: 09/04/2024

  This job is complete as of 09/0/2024. Thank you.

  Customer Answer

  Date: 09/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22182094
  
  I am rejecting this response because: First, the date listed on the report was "9/0/24" which is not an accurate response.  We are still waiting on a phone call from the manager, ****, as he said he would call us after the repair was completed.  We do have questions regarding one of our units.  We tried to call Bill this morning (9/5/24) but he does not have VM set up.  We proceeded to call Fast Response in ********** to ask them to help us connect with ****, as expected they did nothing to assist.  This repair took over a month to complete!  We feel like we deserve a conversation with management and some understanding as to why it took so long as well as refunded money due to the horrible customer ********************** we received from Fast Response in ********** and extended amount of time that our family endured without AC for the month of August.  
  
  Regards,
  
  ***************************************

  Business Response

  Date: 09/10/2024

  Thank you for reaching out. We will be happy to provide you with a conversation with **** he just was not in the office the day you called. If you haven't spoke to him yet please feel free to give us a call at your convenience and we can definitely make that happen. Thank you so much. 

  Customer Answer

  Date: 09/27/2024

  We came to an amicable resolution with Fast Response Heating and Cooling.  

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our air conditioner went out on 6/17 (Monday) so I filed a claim with HSA, our home warranty company. Fast Response (not fast at all) called me on 6/18 (Tuesday) to set up an appointment for 6/21 (Friday). I called every day in between to see if they had any openings for us to get in sooner. They showed up around 4PM and said it was the compressor and they would have to order a new one. He assured me he would submit it to the warranty company ASAP. I called on 6/24, 6/25 and 6/26. Finally on 6/26 they said it got approved and I would have to pay $606 for the compressor - the "Non-covered Amount". They told me it would be 7-10 business days for the part to come in. I called almost every day to check on the part and got the same response. They told me that if the part wasn't delivered then they would figure it out and let me know. I called again on 7/17 and they still had not received the part, however, no one reached out to me to even let me know what is going on. They found the part on 7/19 (23 days after the part was ordered) and said they could install on 7/22, however, we had trouble getting off work so asked them to come on 7/24. They came and installed the part and the air conditioner worked (cooled the house to 80) for about 12 hours and then the temperature stated climbing back up. I called Fast Response again today and they came out right away and confirmed that the air compressor isn't working and they will have to go through our home warranty company to order another one and will take another 7-10 business days! I have called several times today to get a refund so I can go with another company that can come tomorrow and fix our air conditioner but no one will call me back. The ** left me a VM on 7/19 and apologized so I have tried to connect with her today but radio silence again! We have been without air conditioning for 39 days as of now. We have had to take our family to hotels a few nights since it was dangerously hot in our house.

  Business Response

  Date: 07/29/2024

  Good morning and thank you for reaching out. We are happy to provide a refund for the service it just takes time to process. We cannot guarantee a same day refund as requested since we do not have any control over the processing time for financial institutions (ours or yours). We apologize for the delay in part processing we do not supply these parts they are supplied by your home warranty provider. We try to ensure swift installation upon receipt but are at the mercy of the supplier. We do wish you the best on all future endeavors and are happy to still complete the repairs if you so need. Please understand that the refund can take up to 5 business days to process and you should see that reflected in your account soon. Thank you. 

  Customer Answer

  Date: 08/07/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22050127
  
  I am rejecting this response because: 

  We had to have two other companies come and try to fix / replace the work from Fast Response.  They looked at the air conditioner and both companies said that the work that was done on our unit with the air compressor messed up the whole unit and it had to be replaced.  I? called Fast Response to let them know the position we were in and asked for acknowledgment, however, never received it.  Customer ********************** has been terrible.
  

   

  
  Regards,
  
  *********************

  Business Response

  Date: 08/12/2024

  Thank you for reaching out again. We have already issued refund at your request. A unit does not need replaced unless it cannot be repaired. If you wish to continue with repairs we will be happy to assist you but the repairs would need to be done under your home warranty policy as that is who we contracted with to service your home. If we are going to move forward with repairing the existing system the non-covered items that were refunded may be required again in order to initiate that repair process. This is something we would have to further discuss with your home warranty company if that is the method you so chose to proceed with. We would additionally be happy to provide you with estimates in order to upgrade your system if you do not want it repaired. The home warranty company does have an upgrade program as well should you choose that option. We are happy to assist in either direction. We do stand behind our work 100% and can assure you all repairs performed were within the manufacture guidelines for the existing unit. If we did make a mistake we'll be more than happy to assist in getting that corrected we just need to know which direction you want to go to move forward so we can contact the appropriate departments to get this resolved. Please review and advise as soon as possible what you would like to do. Thank you. 

   

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 25th, this business came out to service my A/C system, diagnosed that the entire system had to be replaced. After getting other quotes, they offered to beat the other quotes with a $11,000 quote & refund the service fee. Regettably so, I agreed to allow them to complete the install and they never refunded the service fee.Later that same day three other employees showed up to remove the old interior unit. This is when they soaked my attic with the water from the drip pan of the old unit, which obviously caused water damage to my ceiling below. I alerted them to this and they said they would have a contractor take care of the repairs.On, the day of the install on June 27th, I was told that I had to find a color code for the paint inorder for them to send a contractor to fix the damage they caused to my home. I told them that I had no way of finding that because the ceiling and walls were painted over 10years ago. The install was completed but the damage was not fixed & I did not hear back from them after June 27th. I had to contact this company to remind them that they have not contacted me. I was expecting them to call to schedule a ********** to send the contractor they said they would send to make the repairs.On, July 1st I contacted this business about not hearing back about this issue and that they should take care of it immediately, again I was told that I had to track down the color code for the paint needed. I explained to them that the last employee that was at my home was able to peel a sample of the paint and to take care of this immediately. They lied yet again and said they were going to take care of it that same week. Needless to say they have not fix the water damage to my home and I have not heard back from them at all.I want the damage taken care of properly without causing me to have a mold issues which would decrease the value of my home.Fast Response Heating & Cooling is a neglegent, dishonest & extremely unprofessional business.

  Business Response

  Date: 07/17/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you have experienced with our service. Your satisfaction is our top priority, and we are committed to resolving this issue promptly.

  
  We understand that there were multiple issues with the recent service visit, including the following:
  The service fee refund: We apologize for the oversight in not refunding your service fee as agreed. We will process this refund immediately.
  Water damage from the removal of the old interior unit: We deeply regret the damage caused to your attic and ceiling. This is not the level of service we strive to provide, and we take full responsibility for the mishap.
  Delayed communication and repair: We apologize for the delays and miscommunication regarding the paint color code and repair of the water damage. We understand your frustration and assure you that we are taking steps to prevent such issues in the future.

  
  To resolve these issues, we will:
  Refund the service fee to you immediately.
  Schedule our team to repair the water damage to your home. We will work diligently to match the paint as closely as possible, even if it requires additional measures.

  
  Additionally, we noticed that you had the owner's name and phone number but did not reach out to him directly. We encourage open communication to ensure swift resolutions to any concerns.

  
  Please contact our office or reply to the text messages with the owner with your availability so we can arrange for our team to visit your home at a convenient time.
  Once again, we apologize for the inconvenience this has caused and appreciate your patience. We value your business and hope to have the opportunity to make things right.
  Thank you for giving us the chance to resolve this matter.

  Customer Answer

  Date: 07/26/2024

  I have not received the $79 refund nor did I or currently have the owner's name and number. I only have the number found on the website.

  Business Response

  Date: 08/14/2024

  I do not see a response to respond to? I tried a different browser as well it is just blank. Can you please resubmit your request so we can get this concern resolved ASAP. Thank you so much.

  Customer Answer

  Date: 08/21/2024

  I have not received the service fee refund that I was told would be funded immediately. They have told me several times that it will be done. 

  Business Response

  Date: 08/23/2024

  We sincerely apologize for the oversight regarding your refund of $79. We take full responsibility for the delay and understand your frustration in having to follow up on this matter.

  
  We have immediately processed your refund, and it has been mailed out to you as of today. You should receive it within a week or so as it is being mailed from our corporate office in *****

  
  We appreciate your patience and are committed to ensuring that this does not happen again. Should you have any further concerns or questions, please feel free to reach out to us directly at ************.

   

  
  Thank you for giving us the opportunity to resolve this matter.

  Customer Answer

  Date: 09/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******************

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is contracted with AHS home warranty. I submitted a claim with AHS on 4/29/24. I called fast response that morning and the woman that answered stated that she wouldn't be able to get anyone to me until Wednesday May 1st. So I took that day off from work. I called in the afternoon and a rude employee named ******** answered stating they never received that request. I have a email from fast response stating they had someone in my area on May 1st but they had sent it to my personal email so I didn't see this until Wednesday when I was home waiting. A service worker came out Saturday the 4th and said it was the compressor and told us they were sending in a service request for the part. May 4th. I received emails saying parts were ordered on May 7th and then again on May 14th. I was told they put in the wrong part request and it was resent again in June. Someone named ***** signed for the part per AHS. Fast response is denying they ever received the part. I call AHS daily, they call fast response so they can say they don't have the part and I continue to sit in 90 degree weather at my house with a desk fan and bottle of water to spritz myself with. Someone needs to hold fast response accountable for the part they received (or the three parts they received) and what did you do with the part. Was it installed in another customers air conditioner that is paying full price instead of the home warranty price? I need this part. I needed it 10 weeks ago. I have already filed a complaint about AHS. I want everyone to uphold their end of the contracts,

  Business Response

  Date: 07/12/2024

  Thank you for reaching out. We apologize for delayed response on the initial diagnostic appointment. Unfortunately we do not control your home warranty provider's part processing. There is nobody in our building named ***** and we have not received any parts on your behalf. Once the parts are received we will be more than happy to complete the work but we are not approved to supply the part only to install it once it's received from your home warranty provider.

  I would encourage escalating the work through them as we cannot proceed without the part. If they believe it was delivered and signed for they should have a tracking number which we've not been successful in retrieving from them. I believe this is further indication the delay is not on our end. We are extremely sympathetic with the current weather and your home comfort needs but we are at the mercy of the warranty provider whilst waiting on the equipment to arrive. 

  All phone calls with our office will be reviewed to ensure proper customer care as we do not tolerate rude behavior from our staff and we genuinely apologize if that was the experience you had. Our staff will be reprimanded appropriately upon completion of the review.

  Thank you for your time and patience as we continue to await the arrival of your parts. 

• Initial Complaint

  Date:06/17/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AC required additional coolant. Company insisted on collecting money for the entire load - $1380.00 total. Only 1.5 lb was needed, so refund of $1006 was promised, but never paid. I am an elderly woman and a thousand dollars for me is a enormous amount. Business is almost impossible to contact, but when someone is reached, the business doesn't dispute the charge, but no refund was ever received.

  Business Response

  Date: 07/02/2024

  Good morning and thank you for your patience while we handled your request. We were able to stop payment on the original check and issue a new payment. This has been mailed as of yesterday afternoon via certified mail through USPS. Here is the tracking information for said payment: **********************. We do hope this clears all ongoing concerns and should you have any further issues please do not hesitate to reach out as we're always here to help! Thank you!

   

  Customer Answer

  Date: 07/09/2024

  I accept the business's response to resolve this complaint. The check was finally received!
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have more information that cannot be included in 2000 characters and are willing to share images and invoices upon any request. The company was sent to replace our air conditioner unit ($5713) paid in full. They did not replace the condensation pump which proceeded to cause a leak under our flooring in our main level. The company has repeatedly not responded to our calls. They finally were able to send a tech out who replaced the pump, and it started leaking (new pump) worse under and above our flooring which is now in the drywall. They are not willing to answer nor send a technician out to meet us to repair the under warranty system. The system leaks constantly and is causing potential damage to the flooring and drywall. They were supposed to give us an answer of how to resolve this issue and continue to not call us back. Customer service is terrible with calls being hung up on over and over and they “will call us back” but never do. The system was originally installed in April and it continues to have issues that never get resolved.

  Business Response

  Date: 06/12/2024

  Thank you for reaching out with your concerns. Our records show that all calls were answered during our regular business hours, and we dispatched a technician after 5 PM on the same day at your request. We apologize for any inconvenience caused. Please note that condensate pumps are not included in system replacements, which is why it was not replaced during the initial installation.
  
  We will address any damage for which we are liable. Your new system is under warranty for both labor and parts. The technician who visited your home yesterday reported no active leaks and found the area to be dry.
  
  To move forward and ensure your satisfaction, we would like to know what resolution you are seeking. Unfortunately, we cannot replace walls, floors, provide an extended warranty, and issue a refund, as you mentioned in your desired resolution. Based on the photos you provided and those on file from our visits since the installation, we do not see any permanent damage to the flooring or walls.
  
  Please review your desired outcome and suggest a more feasible solution so we can resolve this promptly. We appreciate your time and the opportunity to service your home comfort needs.

  Customer Answer

  Date: 06/13/2024

  I can agree with certain parts of your statement. To begin with, our call logs indicate we were not returned phone calls between the dates of 04/23 and 05/23, a month of various dates where we were either sent to voice mail or informed that a manager will “call us back” with no return call, if we did receive a phone call from upper leadership, it was that “we would discuss with the owner” and then we went weeks without hearing a resolution. 

  
  05/24 technician (Lenny) comes to the house to replace the condensate pump that was leaking, states “should have been replaced and included in the invoice” while on speaker phone a member of your company from this date 05/24 stated as well while on speaker phone “I don’t know why it wasn’t replaced” (unknown) According to a tech Robert on 05/31 “our installs come on a preset pallet from the office, if something is missed like the condensate pump on our pallets, we tend to forget to install it”. The “non-itemized bill” in the future should be itemized to include each part being installed. We appreciate your cooperation as a company to perform this install appropriately and in a timely manner when the problem was addressed.
  
  My current resolution for this complaint is to continue working with your company within the AC system and condensate pump as we do have warranties both manufacturer and company as previously stated. When your tech (Austin) arrived on (06/11) it was 2 hours past the provided arrival time of 1730-1930 on this date (06/11) the arrival time was 2006 on this service call. Customers expect a text, call, or warning that your techs are running behind, I recognize that not every visit is perfect timing. Customers have had to call of work and place salaries and education on the line to accommodate the company which does present an inconvenience, for which I appreciate your apology in your previous response, but we do expect a little effective communication. From a company who is a 24hr operation, customers would prefer live answering 24/7 or hours on the website/google to reflect your live answering times (0900-1700). Or even a statement of who to contact past your business hours. I understand that you cannot provide reimbursement for the system currently installed and I do commend your company for the respect/quality of technician staff, you employ very knowledgeable staff in regard to technicians. Robert was able to diagnose the long running time issue and I was able to replace the thermostat with no issues with his advice and recommendations. 
  
  Another resolution is we will monitor the pump and send a text to your technician (Austin) as he requested to discuss the condensate pump if a problem arises. He did state he wants to come back “within 24-48 hours to evaluate the system and check again for leaks” I will discuss this with him at a time later to decide if it’s necessary for a return visit. I appreciate and commend your company for the fast response to complaints you have experienced. In regards to the flooring and drywall/wall trim, I can agree with your statement that as of the current date of this response (06/13) there is no permanent water damage, however flooring/drywall water damage can occur over time. We will continue to discuss this issue at a later date IF this damage does occur to find a resolution we are both happy with. 
  
  Another issue I want to address is the customer service that we and many others across many platforms have received. I would request as a company you address the many complaints and “hang ups” from your customer service representatives. Great business starts at your customer service department and when customers experience this, it may shy some people away from this business.
  
  Moving forward I would request that we can still function as a business partnership with these resolutions. If your company would have a preferred way of communication, whether via voice mail or website inquiry we would prefer whatever is best for the dispatch and the technicians. As far as the other concerns, we will address those as they arise. 
  
  Thank you

  
  

  Business Response

  Date: 06/26/2024

  Thank you for allowing our technician to address your mechanical concerns. We are pleased to hear that this issue has been resolved. Please continue to monitor the situation and notify us immediately if any further issues arise. For after-hours support, you can reach us through our toll-free number ###-###-#### to speak with a live representative. Our goal is to have this line available 24/7, 365 days a year, and we strive to return missed calls as quickly as possible.

  
  I apologize for any inconvenience caused by the disconnection of your calls. This behavior is entirely unacceptable, and I will address this matter with our office staff to ensure it is rectified promptly. We take all feedback seriously and are committed to improving our training to better handle escalated issues.

  
  We understand the importance of your home comfort needs and take pride in providing exceptional care to our customers. Your concerns have been noted and will be shared with upper management to enhance our processes and procedures, ensuring we maintain empathy, urgency, and professionalism in all our interactions.

  
  Thank you sincerely for your time and the opportunity to work with you. If you have any further questions or concerns, please do not hesitate to reach out.

• Initial Complaint

  Date:02/15/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/28/2023 i filed a claim with ***** ******** **** ******** for a furnace repair. The service provider assigned to the claim was Fast Response Heating & Cooling. After numerous calls with ****, on 01/17/2024, agreement was reached to replace the furnace. On, 01/19/2024 I received notification from **** that costs not covered by the warranty for Modifications, Code updates, Haul away and Permits in the amount of $4560.00 would be my responsibility. On that same date, Fast Response Heating & Cooling sent an email sharing the Non-Covered Amount of $4560.00 and requested payment in full before work or parts were ordered. The notification stipulated that: "** will cover parts & labor" and "For non-covered items, we will provide a refund if anything is not needed or less extensive than anticipated upon completion of the work." On 01/19/2024, I called Fast Response Heating & Cooling at 4:59pm and requested a detailed invoice for the non-covered items and expressed my surprise at the high cost. I also shared that I was not accustomed to paying for work not completed in advance but was advised that this is their policy, and the costs reflect a worst-case scenario. I shared that I would make payment after I had the opportunity to review the detailed costs. I received a detailed invoice on 01/22/2024. The invoice state that some of the costs might be covered by my warranty depending on the contract type. On 01/24/2024, I confirmed with **** that my contract did cover additional costs and that offset would be $1575.00. This brought my share of the costs to $2985.00. I called Fast Response and shared that **** would be notifying them of the modification in costs. Fast Response sent a modified invoice which I paid in full on 01/25/2024. On 01/29/2024 @ 12:18pm, Technicians from Fast Response arrived to install the furnace. The Lead Technician stated that given the good amount of room we had in the basement and the straight-forward nature of the project, it should take no more than 4 hours or so to complete. They left the house 4:13pm, a little under 4 hours. I stayed in the basement to observe the extensiveness of the install because I was curious about what work entailed $3500 in modification costs. I am convinced that I was excessively overcharged for the work because from my layman's observations there were not "extensive or worst-case" modifications required. Permits, Code updates, and haul-away costs accounted for the remaining $1060.00 in costs. My line-item observations: 1. $595 - Gas line modifications - disconnect, reconnect with a longer 8" black iron nipple 2. $365 - Drain line modifications - connect by cutting existing PVC pipe & connect to 3/4" PVC Tee 3. $500 - Hi/Low Volt/Breaker mods - turn off power disconnect wiring; reconnect wiring turn on power nothing else. 4. $550 - Flue pipe mods - Significantly rerouted flue pipes from right side to left side of furnace 5. $425 - Filter housing/pump ups - old furnace lifted off, new furnace placed back on ...nothing else 6. $515 - Plenum modification - No Return plenum modification, Modified Supply connection 7. $550 - Return/Supply Duct mod - No return duct modifications, Modified supply connection Although there was effort expended in each area, that should be fairly compensated. My issue is with an estimate that was over inflated to cover worst case scenarios and implied a refund if modifications were not extensive. Which in my case did not occur. This is a misrepresentation to get pre-payment in advance. I was referred to and talked with a representative of Fast Response Heating & Cooling on 02/15/2024 and was told there would be no refund because the work on the list was done. My issue is that I was given an inflated estimate that covered Extensive modifications and the final account reconciliations should have resulted in a refund of some amount. The most egregious of which are the charges of $365 for installing a 3/4" PVC fitting. and $500 for disconnecting and reconnecting electrical wires.

  Business Response

  Date: 02/16/2024

  Thank you for bringing your concerns regarding your recent furnace repair to our attention. We sincerely apologize for any inconvenience or frustration you've experienced throughout this process. We value your feedback and are committed to addressing your concerns in a timely and satisfactory manner. After reviewing your detailed observations and the invoice from Fast Response Heating & Cooling, we understand your frustration with the charges incurred for the modifications and additional services. We acknowledge that there seems to be a discrepancy between the initial estimate provided and the actual work performed. We want to assure you that we take such matters seriously and are working diligently to resolve this issue. We have undertaken a comprehensive review of the charges with our management team, field manager, and lead installer. After careful assessment, all parties concur that the work was executed in accordance with current code standards and installation guidelines. We understand that you may have reservations about the pricing of our services, but it's important to note that you had the opportunity to contest the amounts before the installation was finalized. Considering the scope of the installation, it's worth highlighting that without the coverage provided by your home warranty, the total cost would have exceeded $6500. Your responsibility was limited to a fraction of this amount. We firmly believe that the charges are fair and reasonable given the quality of work and the expenses involved. Should you have any further questions or concerns, please feel free to reach out to us. We are committed to addressing any remaining issues and ensuring your satisfaction with our services.

  Customer Answer

  Date: 02/16/2024

  1) There was no opportunity to contest the amounts before the final installation.  The opportunity to contest only occurred after the final installation.  This was driven by the statement in the invoice that a refund would be provided if anything is not needed or is less extensive than anticipated upon completion of the work.  So, how does a person contest a charge until you see the work done.  Then, your technician stated that they like working for Fast Response because all billing & cost questions are handled by the office and NOT them!!  Your careful review consisted of telling me during my initial call that all work was completed and no adjustments would be made.  Subsequently a follow-up call stating the same thing and now this response reiterating the same point. 

  2)  The charges I am concerned about dealt with modifications, not code work.  Setting the furnace on top of the existing filter box did not entail any modifications, for example.  and

  3) Lastly, I purchased a home warranty contract to offset potential higher costs in the event of a failure.  So, basically telling me I got a bargain, due to the offsetting of higher costs because of my home warranty contract is a very condescending & moot point.  I did some math on the $3510 of costs for the modifications and if parts were $1000 (which is highly unlikely, more like $350 at most) then labor for 8 hours of work was billed out at about $310/hour. 

  I don't know what you overhead costs & profit margins contribute to the labor billing rate, but I am still concerned about work not being as extensive as billed.  
  
  Regards,
  
  ****** ******

  Business Response

  Date: 02/28/2024

  Thank you for providing detailed feedback regarding your concerns. We sincerely apologize for the frustration and inconvenience you've experienced. We understand the points you've raised and would like to address them accordingly:
  1 - Opportunity to Contest Charges: We acknowledge that our process may have caused confusion and we apologize for any inconvenience this has caused. We recognize that the opportunity to contest charges should be available prior to final installation, and we'll take steps to improve our communication in this regard. We'll review our invoicing and communication processes to ensure clarity and transparency for our customers moving forward.
  2 - Charges for Modifications vs. Code Work: We appreciate your clarification regarding the nature of the charges. It's essential for us to accurately distinguish between modifications and code-related work in our billing. We'll investigate the charges further to ensure accuracy and fairness. Your feedback helps us to refine our billing practices and provide more transparent service to all our customers.
  3 - Home Warranty Contract: We understand your perspective regarding the home warranty contract. Our intention was not to be condescending, and we apologize if it came across that way. We value your business and understand your concerns regarding the cost breakdown.
  
  While we maintain our position that the modifications were completed as invoiced, we are prepared to offer a refund of 2.5% of the total cost paid to address some of the concerns you raised regarding payment. If you find this solution satisfactory our corporate office will issue reimbursement to the same card you paid with. Thank you for  your time and the opportunity to serve your home comfort needs.

   

  Customer Answer

  Date: 03/06/2024

  I am rejecting this response because:  The proposed settlement offer is connected to the root cause of the complaint.  The basis for the complaint is the reconciliation of costs for modifications that were not needed or not as extensive as anticipated.  Fast Response continues to focus on the work list on the invoice as opposed to actual modifications completed.  The 2.5% of paid costs offer is equivalent to refunding the transaction fee for my debit card payment.  It is not related to reconciling costs for modifications.  I have attached a spreadsheet which details the observed actual work performed.  This spreadsheet demonstrates that a refund of between $975 to $1570 is both reasonable and appropriate.  If Fast Response were to do a reconciliation by effort hour, cost per effort hour and & parts cost by line item, they would see that I am not being unreasonable in my request for a refund.

  So, returning to the invoice statements: 

  1.  ***** ******** **** ******** (**) will pay for parts and labor.  The encompasses the removal of the old furnace, assembly of the new furnace, and placement & connection of the new furnace only.   If modifications are required to connect the new furnace to my existing system, I am to pay.

  2.  A list of anticipated modifications and estimated costs is provided.  Anything that is not needed or not as extensive would be refunded upon successful completion. of the installation.  Payment is a prerequisite before initiating the order for the required parts.

  So, I paid and I expected a reconciliation for the requirements of my specific job which took less than four hours to complete.  I received a rote answer that the work on the list was completed, no refund due.  We are still at an impasse.

  It is a good thing that First Response is assessing their current process in order to improve communications and clarity.  I hope it will help future customers.  How about if we stay focused on this current customer for now.

  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The customer filed the complaint by phone. The customer states the company serviced her HVAC unit a few months ago and she is still having issues. The customer asserts the unit will not get the temperature in the house to what she sets on the thermostat.

  Business Response

  Date: 01/19/2024

  Due to this service being provided through a Home Warranty company there is only a 30 day recall period. We cannot service the property again without placing a new service request for this service. If it would be acceptable to you I would love to reimburse you the cost of your service fee but that work order is what allows us to submit a request for payment for time and service rendered. If you find this acceptable please give our office a call and we can get you scheduled as soon we have the new work order. Thank you for your time and the opportunity to service your home comfort needs. If there is anything additional we can do within the contractual guidelines please let us know as we'll be happy to oblige. Thank you.