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

  2108 Plantside Dr Louisville, KY 40299-1933

• 

  Fast Response Heating & Cooling

  3739 Broadway Grove City, OH 43123

  
• 

  Fast Response Heating and Cooling

  905 N Interstate 45 Service Road Wilmer, TX 75172

  
• 

  Fast Response Heating & Cooling

  3160 E Kemper Rd Unit B Cincinnati, OH 45241

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:10/17/2023

  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.

  Fast Response Heating & Cooling was assigned by my home warranty company to look in to why my air conditioner's compressor coil was freezing. They made it out quickly to "diagnose" the problem. They then took nearly a week to submit anything to my home warranty company. Along with refrigerant costs of $1380 there was $1806 in nebulous charges. They diagnosed a leak in my evaporator coil and that it needed replacement. I called another company for a second opinion. At first they were unable to find a leak because the system was completely out of refrigerant. They then pressurized the system with nitrogen and still could not find a significant leak. What they did find was the valve by the AC unit itself that Fast Response Heating & Cooling opened to in order to let all the refrigerant out of my system so they could come fix a "leak" that didn't actually exist. The symptoms I called my home warranty company about could not have happened if my system was completely out of refrigerant at the time that Fast Response Heating & Cooling was here. I have no doubt in my mind that had I let them return to my home, they would have recharged the refrigerant that they let out instead of actually replacing my coil.

  Business Response

  Date: 10/18/2023

  Thank you so much for reaching out. We appreciate your time and the opportunity to service your home. I sincerely apologize you were not satisfied with the service you received. Upon first contact you advised the unit was not cooling and not blowing strong air. This is indicative of several different issues that could be present. Here are the diagnostics from the technician who provided service where he as well noted the missing valve caps and also several code violations. 

  Notes added by tech Mark [6] on 10/3/2023 11:16:04 AM Customer complaint AC not cooling. Service technician started at furnace unit located on the second floor in a hallway closet. The furnace is not sitting in any type of drain pan which is against code violation in the state of Kentucky. there is also no type of float switch connected to case coil. Fan is working filter was removed out of the equation because it was clogged and dirty. Then service technician proceeded outside the outdoor AC unit started taking pressures there is no Freon in system it is completely dry. Upon further evaluation no filter dryer can be located on system again this is a violation through manufacture. No valve caps on service valves. Also found on service caps on top of service valve covered in leak lock from previous leaks. Service technician performed a leak test found multiple leaks in coil above furnace unit. Service technician spoke with customer about findings and recommends customer get estimate on replacement.

  Based on our findings listed above, the photos from the job, evidence of previous repairs and a multitude of code violations we would have to disagree with the complaint submitted to the BBB. Although we would have loved an opportunity to repair these items you chose not to move forward with repair therefore the system was left in the same condition as when we arrived. 

  The non-covered costs from your home warranty contract included the cost to fix all of the existing code violations as well as the needed modifications to retrofit a new coil to your existing system. On a retail end the replacement of an evaporator coil along with taking care of the code violations would be in excess of $3800 so the non-covered costs given to you based on your policy with HSA was very fair. Most of the time the customer does not have coverage for the code issues as well as only $10/lb for refrigerant but we don't have access to your specific contract to provide any further details on coverage. 

  Hope this addresses your concerns and again we appreciate your time and the opportunity to service your home and wish you the best on all future endeavors. 

  Customer Answer

  Date: 10/18/2023

  I am rejecting this response because:  The filter the technician is claiming was clogged and dirty was brand new. This is another example of a blatant lie from the company. They also didn't address the fact that their technician opened up a valve and let all my refrigerant out. 

  This company claims there were all kinds of leaks yet the system with no repairs made to it held pressure when charged with nitrogen.

  They can make all the claims they like but their claims are verifiably false. 

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

• Initial Complaint

  Date:09/11/2023

  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 use ******** **** ****** warranty and called about furnace not working. Fast response diagnosed the problem for *** and said I needed a new heat exchanger on a 11 year old Trane furnace and I was told I needed to to pay $135 for my portion and submitted payment. After three weeks I called Fast Response and requested when they were going to repair or replace the heat exchanger and Fast Response told me *** said to replace the entire furnace. I asked how much out of pocket and was sent the enclosed quote and upgrade memo. I called *** and asked what was covered and they said a basic furnace and cost over $1,000 if underground or through solid wall duct work was needed. I didnt need any ductwork so the basic furnace was covered $5,599. I agreed to the $200 upgrade. I had already paid $135 toward the parts previously which would be a credit. Upon completion of the job I paid the entire amount and was told to seek reimbursement from ***. Upon contacting *** for reimbursement I was told that since my furnace was out of code there wouldn't be any reimbursement. Neither Fast Response HVAC ot *** wrote or called and advised I was out of code and I have asked for the code violations involved-none forthcoming. None of the Fast Response installers mentioned code issues and no permit was issued or replace and no inspector has reviewed or inspected my unit. I would like Fast Response to refund the amount I would have paid for a basic 100,000 BTU furnace and have them seek reimbursement from ***.

  Business Response

  Date: 09/12/2023

  We appreciate you reaching out. We have reviewed all contact regarding your furnace replacement and here is what we are showing. 
  
  Office (Customer Service) Communication Records:
  6/15/2023 3:58:01 PM - KALI - customer wanting email sent to ****************** showing the price for a variable unit and the price for a dual stage unit so he can compare. also wanting to know what type of unit it will be, asking for model # if possible and what the tf looks like right now for scheduling if he pays. - added Matt as to the work order to send estimates.
  6/13/2023 11:20:11 AM - ADRIAN - customer called in to ask again if the variable unit is compatible with his ac aunt, adv I will reach out again and ask, he also asked if he had a choice of brand, adv no *** supplies the unit so we do not get choice of brand. 
  6/12/2023 7:55:53 AM - COURTNEY - sent moving fwd txt- has until 6/23 to reply before compl out 
  6/9/2023 1:15:51 PM - LOURDES - customer called in wants to know if the variable unit is compatible with his ac unit adv will reach out and ask and cb with update 
  6/9/2023 7:47:43 AM - ERIKA - non-covered costs EMAIL/TEXT SENT 
  6/8/2023 2:49:56 PM - KALI - ho ci for update - adv submitted for furnace replacement today per last note
  6/8/2023 12:12:03 PM - COURTNEY - SUB FURN (HEAT EXCHANGER OBSOLETE)
  5/24/2023 9:03:11 AM - MATT - ho ci asking for eta of the H/E--- adv it will take 3-4 weeks for the H/E to arrive
  5/10/2023 9:33:45 AM - ADRIAN - ho ci to have payment link sent to email> ******************* ****
  5/10/2023 7:24:47 AM - COURTNEY - sent moving fwd txt- has until 5/22 to reply before compl out
  5/8/2023 9:22:27 AM - ERIKA - non-covered costs EMAIL/TXT SENT
  5/4/2023 9:08:38 AM - STEPH -  ho ci for update adv needs h/e takes 7/14 bz days 
  5/3/2023 10:45:39 AM - COURTNEY - SUBMITTED FOR H/E REPLACEMENT 
  
  Here is the email that would be the follow up to the request on 6/15 when you spoke with Kali:
  
  FAST RESPONSE MATT <***************************> Thu, Jun 15, 11:20?PM
  t* ********* **** ****** ****** *** ****** **** *** ********** ** ***** ************
  Upgrading your home comfort system can save you on average 20% on your UTILITY BILLS, and 10% more of your PROPERTIES VALUE!! If your system is 15 years old or older this is highly recommended by your heating and cooling experts.  
  AMANA  EQUIPMENT (LIFETIME COMPRESSOR AND HEAT EXCHANGER WARRANTY)
  100,000 BTUs furnace 2 Stage ECM $5,599.00
  100,000 BTUs Furnace 2 stage V-speed $5,799.00
  if customer wants AC also add 4 ton 14 seer with evap coil unit for $6,799.00
  ADD ONS!!
  Surge protector $189.00 a piece recommended for furnace and AC
  House Humidifier $589.00
  NEST THERMOSTAT $260.00
  ECOBEE THERMOSTAT $260.00
  House Dehumidifier $5,450.00 Needs its own Outlet!!!
  On all new equipment we give a 10 year part warranty and 10 year labor warranty.  First year is a free maintenance contract, after that it's $159 a year. The price for the maintenance agreement plan might change.
  If you are interested in low monthly payments you can visit our website at ************************************* where we've partnered with ********** *******, ******** also as well as *****h. ********** ******* is a home improvement lender we work with regularly to put our customers into a new home comfort system.
  The only disclaimer is that the model numbers of the equipment could change based on local availability but will retain the same properties of efficiency and size that you've been quoted for. 
  Please let us know if you have any further questions or concerns regarding the upgrade process. 
  (Please reply to ALL when replying to email)
  Best Regards,
  FAST RESPONSE HEATING AND COOLING
  Matt
  please call or text with any questions
  ************
  
  It is evident you were informed that you had the option to replace the furnace through your home warranty provider however the non-covered costs to do so would have been $3935.00. These are for permitting, code upgrade, modification and disposal of the old equipment. The policy that you chose from *** determines what is or is not covered. If you do not agree to the non-covered costs or do not proceed with the recommended repair/replacement option through *** then they can offer a CIL (cash in lieu of repairs) to put towards whatever cost you incur when you find a resolution that you like. In this circumstance you were offered $1058.00 and your original non-covered costs were $3935.00 that means the total cost of furnace replacement with *** supplying the furnace would have been $4,993.00. Per your request our tech Matt sent you an estimate for a varriable speed furnace which you did choose to move forward with having installed.
  
  We cannot issue refund or reimbursement when you made a decision to upgrade. Furthermore if you had concerns of code upgrade/modification cost then the time to negotiate that is at the time of service. We authorize in a worse case scenario (as explained in the non-covered costs email that was sent twice once originally for the heat exchanger and again for the furnace replacement) meaning we authorize in a manner that covers us ina  "worst case scenario installation" and then whatever is not needed or is not as extensive as we anticipate we would refund back to the homeowner. 
  
  We apologize if you are not satisfied with the decision made for upgrading in June but at this time Fast Response cannot offer any type of reimbursement or refund because we have all the necessary documentation to show that this is what you communicated that you wanted to proceed with. We appreciate the time and opportunity to work with you. Should you have any further questions or concerns please do not hesitate to reach out.
  

  Customer Answer

  Date: 09/12/2023

  I am rejecting this response because: The issue is that ***, the warranty company told me on 9/10 that my furnace was not replaced because 'it was out of code". I reject that it was out of code. This is why I am filling this complaint because no-one told me it was out of code. Fast Response had to be the party which submitted this information. Before I requested *** service and paid the $100 service charge I called my regular furnace contractor, ***** ****, one day before I went online to *** and asked them to check why my furnace would not start. They personally inspected it and said  was fine (electrical, fan, gas igniter) but advised that  the heat exchanger needed to be replaced, but no other service was required and if it had been out of code and they would have told me and added it to their proposal. Fast Response confirmed that the heat exchanger was the problem and they would order the part and then billed me $135 for which I paid. My second reason for rejecting the complaint is that I do not have any written proof from Fast Response clearly indicating that my repair had been denied. Instead they advised me that I had two choices for furnace replacement $5599 or $5799 leading me to believe that the $5599 was the base price. I did not receive the the $3995 quote for a basic furnace until 9/11/2023. I contacted Fast Response by phone in July, twice in August and again September and was told I would receive calls back-I did not receive any calls.  I do not have the 5/8/23 or 6/9/2023 texts/emails advising "non-covered" items. I feel that Fast Response miscommunicated by omitting the specific issue that my furnace was not being covered by the *** warranty and used the word upgrade which lead me to believe I could have had a lower priced furnace but I would need to pay the difference. Furthermore, I called *** to confirm that my furnace was covered and their rep said it would be but there was a $1,000 limit on ductwork.  After the furnace was installed and I contacted *** one month later to obtain my reimbursement (after receiving a note in my *** file that the job wasnt finished) they placed me on hold to contact Fast Response and *** was told the job wasn't finished! I called Fast Response to ask them to finish the paperwork so I could obtain reimbursement but I never hear back. I believe their was  a critical communication missing to me advising I was not covered and Fast Response played on it by using the "upgrade" vernacular knowing they had advised *** of some "out of code" issue. Further, *** only responded with responses after the new furnace was installed that I could have $1,000 in leau of the *** coverage. If all of the texts, and emails are viewed in chronological order it is quite apparent that  Fast Response is skilled in leading the customer to believe they are still working for the warranty company when , in fact, coverage is not being extended. A discovery of eamils and texts is the only way to determine if anti-consumer activity has occured. I still feel I am due the $3,995 amount which was only provided to me on 9/11/2023.  
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:07/21/2023

  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.

  Fast Response Heating & Cooling were supposed to come out to our house on July 11, 2023 to fix our AC unit, the technician informed us that they would have to reschedule to allow the line to unfreeze. Fast Response Heating & Cooling set up another appointment for on July 14, 2023, they were a NO SHOW, called them and they said they would be out there on July 18th, again a NO SHOW, contacted them again and they told me that they could not show up until July 21st. I called them to verify this appointment and I was informed that they were not coming out on July 21st either. They have been paid for service that they are not providing. This is very frustrating because to the high temps and no AC, we have a young child in the house and it is very unbearable for everyone, to be in a house with no AC. Fast Response Heating & Cooling are the WORST COMPANY, every time I contact them, I get the run around or put on hold for so long that their phone line hangs up on me. I have left numerous messages to call me back and NOT 1 TIME has anyone contacted me back. When I did speak to someone I asked for a Supervisor and again they said that they would pass on my contact information to call me back, to this day no supervisor has contacted me.

  Business Response

  Date: 07/21/2023

  Thank you for reaching out. You actually are on schedule for today. We asked you to hold and you disconnected the call and placed a BBB complaint. The first time that this service was resceduled it was done so on your part. The second reschedule was weather related as we cannot open refrigerant lines or electrical components in the middle of a storm. We have not been paid as the job has not been completed. We'll be seeing you later today to make repair to your AC unit. Thank you.

• Initial Complaint

  Date:07/07/2023

  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.

  Rapid response was called to deal with a HVAC system in collaboration with our **** ****** warranty. When we initially called **** ****** to report the problem, they contracted rapid response to diagnose the situation. To their credit, rapid response, visited our address quickly and made an assessment of the situation. The technician stated we would need a new compressor as well as 2.7 pounds of Freon to get our system back in usable condition. He stated that the system was old and it may not be possible to receive these parts. In the instance that this should occur, **** ****** would replace the system for us. The technician stated he would put in a parts request and will contact us in the next few days. In approximately a week and a half, we received news that the compressor was available and we would need to order the part as well as the Freon to complete the restoration. We were quoted by rapid response, a cost of $2728. This took place the beginning of April, 2023. Due to financial strains, we were unable to provide the full amount at that time as rapid response would not accept initial payment or payments. Payment was rendered to rapid response on June 15, 2023. We were told that it would be 5 to 10 business days to receive the parts and repair the system. It is currently July 7 and we have received no information from rapid response. We have contacted them on the following dates 21st, June 21, June 22, June 28, June 30, and July 6. The company has our money, but we are no closer to having an air system that works.

  Business Response

  Date: 07/07/2023

  Although we appreciate you reaching out you contract with a home warranty provider and they actually order and supply these parts and they are behind on that process, the delay has not been on Fast Response at all. If you would like to touch base with them you're welcome to do so otherwise as soon as this equipment arrives we'll be more than happy to schedule the return visit. We order the compressor from the warranty company within 24-48 hours of receiving the payment. They take an additional 24-48 hours to process the claim and generally they ship them within a couple days of that however during the height of busy season you may experience delayed response times. We appreciate your time and the opportunity to work with you but again we have no control over shipping times. If you need us to provide you the contact information to your home warranty company we'll be happy to provide that as well. 

   Thank you.

• Initial Complaint

  Date:07/06/2023

  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.

  *** set us up with this company for a second opinion on our failing furnace. I attempted to call the company 8 separate times, letting it ring for several minutes, with no response. I then get a call from "no caller ID" which was clearly an *** rep saying they were Fast Response. When I said i was in the middle of something and would call right back, they became flustered and said that they needed to call me. I then tried the Fast Response number several more times with no response. Shortly after, I saw on the *** website that I had scheduled an appt with Fast response for the morning of that day. The window they were supposed to be here had long past by the time the appt was even scheduled and I had never spoke with someone to schedule any appointment. When I tried to resolve it with ***, they stated Fast Response had been to my home that morning and there was no other company I could use for the second opinion. I can say with absolute certainty these two companies are associated and that it is a complete scam.

  Business Response

  Date: 07/13/2023

  Thank you for reaching out. We are experiencing higher than normal call volumes so we are using some outsourced representatives to assist with the scheduling of appointments. I do see where Paula reached out to on 7/6/2023 to offer a service visit for 7/7/2023 and after listening to the call I hear where she offered to give you a call back and you advised no you would just call back and indicated that at the moment you were busy. 

   

  Either way though I apologize that you were unable to get through. You are welcome to reach us here at the office at ###-###-#### or you can email us at *************************.com or you can text us at ***********L. You can also fill out a contact form on our website at *************************** or you can reach us toll free at ###-###-####. Lastly you can reach us through any of our social sites such as Facebook, Instagram or Twitter as well.

   

  Any method of contact you prefer we're happy to utilize it in order to provide the best service possible to our homeowners. We are always here to assist and although we do contract with *** we are a seperate entity. We are a local company loacted in the heart of Grove City. Family owned and operated since the 90's. If you prefer I would be happy to call/email/text you as well just let us know.

   

  Again we thank you for your time and sincerely apologize for the inconvenience. We look forward to assisting you with all your home comfort needs. Thank you.

  Customer Answer

  Date: 07/21/2023

  I accept the business's response to resolve this complaint.
  Regards,
  ********* ******

• Initial Complaint

  Date:05/24/2023

  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 have *** warranty these folks were sent out - the unit can not be turned on because the compressor motor would fall and cause a fire and two parts are bad and I have pictures from my maintenance company notating this. Fast response came out and said oh I am not turning that on it will fall and cause a fire- yet he turned in a repair order for a compressor leak and 1600 dollars of freon. How freon will make the compressor motor not fall and cause a fire absolutely stumps me. Absolutely! I am absolutely frightened you will go to an elderly couples house and charge them for something that will not fix the safety of the unit and end up maybe causing loss of life. I have photos your repairman copied them

  Business Response

  Date: 05/25/2023

  Good morning and thank you for reaching out. We have submitted for both a condenser fan motor replacement as well as a leak repair as the system has no refrigerant in it. When you run an AC unit with no refrigerant it gets extremely hot which is why he was concerned over fire. If you're not confident with the diagnostics we'd be happy to send a senior technician to review the repair request or you're welcome to seek a second opinion through your home warranty provider. Thank you.

  Customer Answer

  Date: 05/25/2023

  I am rejecting this response because: the fire would be from the compressor falling as the mount will not sustain vibration, Nothing to do with freon not being in the system- two separate issues. The system is unable to be run freon or not without tue compressor bracket/housing  repair as well. You submitted for leak repair and freon only to ***. This is a gross misrepresentation of the facts. 
  Pictures available upon request in fact we shared our photos  with your repair person. 
  Regards,
  
  ******* ******

  Business Response

  Date: 05/26/2023

  If you diagree with the diagnostics of the licensed technician  then I would suggest seeking a second opinion. We cannot change the diagnosis we provided to the home warranty company based on what a customer believes may be wrong with the system we have to go based off of the diagnosis that the tech provided. I apologize that you are not happy with what we found but again we do have to turn in diagnositc information based on our findings at the time of service. Your home warranty provider will be happy to issue a second opinion should you request such. Otherwise you have other options through them as well such as a cash in lieu of repair. We appreciate the opportunity to service you. Should you choose to move forward with repair please feel free to give us a call otherwise you should contact the home warranty company directly to seek resolution if you're not in agreement with what our technician determined to be the failure. Thank you.

• Initial Complaint

  Date:05/08/2023

  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 were told by the first Tech what was needed and the amount we would need to pay, they the second tech came out to complete the work and found out the first Tech diagnosed it wrong and told us he had to order the new part and that it would not cost us more, and he would order the part and it would be in this week , now we are being too we have to A LOT more money for the part. this has been a very poor experience and we should not be responsible for their mistakes. Also, the owner does not take calls from customers. I think if i owned a company I would be more then happy to talk to my customers.

  Business Response

  Date: 05/08/2023

  We cannot speak on what is or is not covered on your home warranty contract. All we did was diagnose the issue at hand. If you have concerns regarding contract coverages you would need to take that up directly with ******** **** ******. If you would like to proceed with repair you can contact our office at ###-###-####. If you do not wish to proceed please follow up with ***  your home warranty provider to determine other options. They have options avaialbe for cash out or second opinions from what I understand. I am sorry if you feel as though the tech provided the wrong information but we have to go based off the contractual guidelines set forth between you and *** as well as ourselves and ***. Thank you for your time and the opportunity to service your home.

  Customer Answer

  Date: 05/08/2023

  Both tech gave us wrong information,  I am talking about *** I am only talking about the 2 techs who gave us wrong information and the company not holding up their end on what the techs said
  
  Regards,
  
  ******** ******

  Business Response

  Date: 05/08/2023

  I was not present for the conversation however on a free preventative maintenace most techs would not advise that you would incur no cost for a major repair such as coil replacement. I apologize if that is the case but you have a contractual agreement with ***. Not Fast Response. No parties are bound by oral expressions or representations by any agent purporting to act for, or on their behalf or by any commitment or arrangement not set forth in writing.  We go based off the contract coverages. If you're not satisfied with the repair cost you're welcome to seek a second opinion or cash out option from the home warranty company. 

  Customer Answer

  Date: 05/08/2023

  Seems like communication is an issue throughout the company. I am not talking about the home warranty and what They cover, I am talking about the two techs giving us wrong Information. And us being without A/C still after dealing with the company for over a month now and now having to fine someone else to do the work we can rely on.
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:03/27/2023

  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 is company is absolutely HORRIBLE!! I was placed in their care for my home due to the warranty company that I currently use. They have been disrespectful, rude... lied to my warranty company stating that they completed repairs that they did not do. The dispatcher Nicholas is rude, speaks over you and tells you that you can't talk to anyone else but him and is very aggressive and argumentative. He is not helpful and has horrible customer service! Not only did they lie to the warranty company and tell them the repairs were completed on March 24th, they don't even have record of the date that they were at my home for a service call on March 15th and I have video and texts messages to show when the contractor was on my property. This company has been paid for services NOT RENDERED. Now, explain to me why you don't have record of a service call to my home and I have your technician on my cell phone via text message and on video on my property? When you look up who you SHOULD NOT have servicing for your HVAC system, their name and logo should definitely be front and center. ZERO STAR service!!

  Business Response

  Date: 04/04/2023

  Thank you for reaching out I spoke to your service tech and he stated that he was out the same day the complaint was filed but we do take these issues very seriously. We are a growing company and it is a possibility that Nicholas may have been the only supervisor on staff that day as we have been sening our upper management to continued education courses and they are also utilizing their vacation/personal time before we enter summer season as that is our busiest time of the year. All the of the phone calls corresponding with you will be reviewed and used for training to ensure experiences like this do not occur again in the future. We genuinely apologize for the experience you had and can assure you this is not the standard of what we do but a one off circumstance that was not handled appropriately. We have been under new management and working towards 100% customer satisfaction. If there is anyting we can do to further assist please do not hesitate to reach out to us and in apology for the experience we have also added a free AC tune up to your account with us that you may utilize at any time. Again we extend our sincerest apology for your experience and appreciate you taking the time to share this feedback with us. 

• Initial Complaint

  Date:02/02/2023

  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 had this company replace our AC unit this past summer and HVAC system ( furnace) a few weeks ago. We have noticed the hvac has been leaking water ( not just condensation), but a stream of water. I have contacted the company multiple times to come out to look at and fix as it’s under warranty. Every time I call they say someone will be out , they have not had anyone come or call us to fix. Prior we have used them many times but not that both ac and furnace have been replaced and are under warranty I believe it’s no longer a concern to them because they can’t profit anymore money from us. I saw online reviews that have claimed the same issues, which has me worried this will not get resolved. I don’t know who to turn to to seek help. I’m hoping they can be held accountable for faulty installation and will fix whatever went wrong with the way they installed it. Thank you!

  Business Response

  Date: 02/03/2023

  Thank you for reaching out you are confirmed for service today with our senior technician. They will give you a call when they are in route. We do stand behind our work and will address these concerns for you. The complaints you've seen are regarding home warranty repairs which you are not subject to since you are not a home warranty customer. With those customers we have to follow their policy guidelines. Your unit comes with 10 year parts warranty and 1 year labor warranty so you have nothing to worry about we will address all your concerns today when the technician arrives to your home. Thank you again for the opportunity to work with you and we look forward to seeing you later today. Thank you.

  Customer Answer

  Date: 02/19/2023

  This issue is still going on. We finally were able to get ahold of someone higher in the company and they came out to fix but it’s now leaking again all over the basement. 
  Regards,
  
  **** ****

  Business Response

  Date: 02/21/2023

  Your husband just text us today requesting service for tomorrow. We are sorry you're experiencing a continued issue but we've already scheduled the return visit for tomorrw as requested by your husband. Thank you.

• Initial Complaint

  Date:01/20/2023

  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.

  Fast Response's technician lied about a repair he claimed to have done, no repair has been made, and the company hasn't provided any paper or electronic documentation of their work. My home warranty company, ******** **** ******* assigned Fast Response to fix my furnace, which failed on 12/28/22. Fast Response came to my home on 12/31/22 and determined that the inducer motor had to be replaced. A new motor was ordered. 12 days later on 1/12/23, their technician Michael texted with no advance warning that a repair visit was possible and asked if he could come in 20 minutes, but I was already at work and there was no chance to make arrangements to leave the house open. Michael did not respond to my return message. I called Fast Response to schedule the repair and was told that they weren't available for another week. On 1/19/23, Michael came to my home to replace the motor. I wasn't able to be there for the visit. Michael texted me "All finished up you are good to go" that afternoon. The furnace worked without issue for 12 hours. The next morning, it began making the same screaming buzzing noise it was making before it froze the first time. Fast Response sent another tech to my house that morning, and we opened the furnace case. The inducer motor had dust on it, and the tech told me that the motor had not in fact been replaced, but that Michael had probably just "greased" it, and that it wasn't the first time he had known Michael to do that. I called Fast Response immediately and was told by a supervisor that they would be addressing the situation immediately and that I would hear from them in 24-48 hours, but they couldn't guarantee that I wouldn't be without heat for another 2 weeks. I would like the BBB to assist me in having my furnace correctly repaired without deception, I would like Fast Response to provide proper documentation of the repair and the motor warranty, and I would like Fast Response not to engage in deceptive practices.

  Business Response

  Date: 01/20/2023

  Thank you for reaching out we appreciate the opportunity to service you and your home comfort needs. I apologize that your experience was not what you expected and we will definitely take the necessary steps to ensure this does not occur again in the future.

   

  We have placed a request to the field manager to make a second order for the motor. It is my understanding that the internal components of the motor were disassembled, cleaned and reinstalled which usually does resolve most complaints when it comes to these types of motors. We had another tech out to you today and have our senior technician scheduled to return on 1/26/23. So long as this complaint is resolved before then it is our intention to return with replacement parts.

   

  If for any reason you are not confident in our techs determinations though you are always welcome to seek a second opinion through your home warranty provider. Please call our office at your convenience to let us know how you'd like to proceed with this repair. 

   

  Thank you again for the time and opportunity to work with you and we do hope to see you again in the near future.