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Business Profile

Heating and Air Conditioning

Sila Services LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/15/2023

    Type:Product Issues
    Status:
    Resolved
    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 May 8th Sila came out to access some repair work to my house. The plumber quoted me a price to which I agreed to and I gave him a 200 dollar deposit. 2 weeks later when a different plumber came out he charged me the entire 614.00 for the job. When I told him there was the deposit he said he had no information about a deposit. I have the cancelled check. Sila has been promising me for months a refund but as of today I've gotten nothing. They are theives

    Business Response

    Date: 07/13/2023

    She is correct to an extent.  on May 8th Sila went to the customers home to quote the installation of a customer provided toilet.  We collected a $200.00 deposit. Then on 5/25/23 a second plumber returned to install the parts.  The plumber charged her the full price of the sold estimate without applying the deposit to the job (this has to be done in the office the field employees do not have permissions to view credits).  She called in to ask about it and spoke to management then we provided her with the full refund of the $200.00 deposit on 6/12/23 so a little over two weeks to receive her money back from us.

    Customer Answer

    Date: 07/14/2023

    [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
    It took a lot longer than two weeks but as I did get my refund, I'm satisfied 

    Regards,

    *******************

  • Initial Complaint

    Date:01/22/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    had an issue with my gas burner heater for my house. The problem was the flame in the heater suddenly stops and after a few minutes of running without flame , the flame will come back and heater worked for a few minutes and then turn off again.I called the heating company named Sila to diagnose the problem . A technician named ********************************* showed up.After checking the heater , he suggested to replace the gas control valve . The cost for the parts and labor was $1337.03 .He said he needs a few days to order the part and another technician will contact me to do the work.I paid $1000.00 deposit and the balance after the completion of the job. After he left , he filed a job description for his company and in it he wrote , the unit(heater) will not turn on.Found bad control valve and need to return ASAP to replace the valve.This report was totally false , because as I said the unit will turn on but the flame would not stay on after a few minutes of working and then will turn ON again and this process will repeat itself.After a few days another technician with the new valve showed up and replaced the valve and after he left , I noticed the heater is doing the same thing before the valve replacement job. I called the company and complained , they replaced a good valve and it was not the problem and asked to send a man to come and check the heater.A 3rd man showed up and after checking the heater , he suggested to replace the fan at the costs of $1900 . I got very angry , because the first technician miss diagnosed the problem and they should refund me for the cost of replacement of gas valve ($1333.00) before I commit myself to accept the replacement of fan at the cost of $1900.I talked on phone with the manger and he did not want to refund me for the gas valve replacement work.I called a different company named ******** ************ technician named ****************************He checked all the rubber hoses and he discovered a dead STINK BUG was blocking one of the condensation hose and causing the flame goes off during the normal operation , He spend 3 hours to check all the condensation drain hoses and heater is been fine like day one.The technician Flood told me I did not need to replace the Gas Valve and the fan like the Sila company wants to do it, The real issue was the STINK BUG blocking the drain hose to outside the heater . like it supposed to do.I paid him only $360 for his work($120/hour).Now I am asking for a full refund from Sila for their miss diagnosed the problem by their first technician and causing me to pay them $1333.00 for replacement of a $200.00 gas valve.

    Business Response

    Date: 01/24/2023

    We will refund what they paid. If our work was incorrect then we stand behind our guarantee and will refund this customer. 

    Customer Answer

    Date: 01/25/2023

    [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

    Regards,

    *******************

Sila Services LLC is BBB Accredited.

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