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.

close

Find a Location

Fast Response Heating & Cooling has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:11/16/2022

  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 been working with Fast Response Heating & Cooling (FR) since Oct 17 trying to get my home furnace fixed. They were assigned by ******** **** ****** ***** on Oct 13 to take care of our furnace that needs a part. We were told by FR that the part was ordered, once here we will be placed on the schedule. We waited and waited and waited but heard nothing from them. I began calling them and they said it would arrive the coming Tuesday, but it didn't. I asked them how long it would take to get it. They didn't know. I asked who it was ordered through. They didn't know. I asked them to contact their resource for a delivery date. They couldn't. I continually called. It still did not come. I asked again how long I had to wait. It was getting cold, my wife was sick. They didn't know. I contacted a trusted professional service we used before and was told parts were not available for our furnace, were no longer made, we need a new furnace. Still, we continued to wait. During my conversations with FR I learned they had our contact number wrong. I told them the correct number. I contacted AHS, no help. Made another call to FR and was told the part had come in and they would contact us with a service date. Monday, November 14th, we were out when the service man came with the part to install it. We did not know he was coming or we would have been home. I called FR and asked the service man to return. No, he could not. They would reschedule. I told them since the repairman had gone to his next appointment he had time to come back. No, they would not. They would reschedule. It is cold in our house, my wife is still sick. I called again to get them here now! No, they would not. We are now scheduled for Friday a.m. They never called with this info, again we had called them. They have made no effort to set us as an emergency. We continue to wait. It is snowing. If this part does not work we will still be without heat! We need heat now. Still, we wait!

  Business Response

  Date: 11/17/2022

  Good morning and thank you for reaching out. We do not control part shipping we do not manufacture the parts and we cannot control how long the manufacturer takes to get the parts here. There has been a shortage on raw materials since 2020 which hinders the production of said parts causing immense delays in service. We have been in open communications with you during this time regarding the delays and attempted to go out on 11-14-22 where only a young child was present at the time of service. We called the phone number that was provided to us by your home warranty provider and nobody answered. Due to you not being available and only a child being at home you had to be rescheduled. Unfortunately 11-18-22 was our next available service date with a senior technician. At this time the work order will be placed on hold until this complaint is resolved. We apologize that you have had to wait longer than expected but again we do not build these parts we order them and some manufacturers take longer than others to send those parts to us. Once this concern has been resolved we can reschedule the return visit to install the motor. Thank you.

  Customer Answer

  Date: 11/18/2022

  Much has been omitted from the company’s comments. They have never called us. They had the wrong phone number from ******** **** ******. I called them several times about the length of time waiting on the part but the ONLY calls we have received from them have been two after we corrected the phone number. Then, it was only at my insistence for a return call from management trying to get the part instillation escalated once part received. They NEVER called us to arrange installation date or time when they did come. Thus, we did not know they were coming. My wife had a doctor appointment that afternoon related to an ongoing lung and congestion problem since the heating has been out requiring 3 rounds of antibiotics and 2 steroid dose packs. We are 75 years old so naturally I was worried about her health so attended the appointment. However, if I had known the service provider was coming I would have remained home. Our 14 year old grandson was here but he is not allowed to allow strangers into the home while we are away so the provider was not allowed in. We only learned of his coming via our home video door bell and he was gone before we learned of it.

  Even then the company did not call us. We called that afternoon trying to get them to return. No. They will work us into the schedule. When. Don’t know they said. I called the next day. They said we are on the schedule for Friday at 8:30a.m. Because of their lack of concern for our wellbeing, attitude, length of wait time and professional difficulty to work with I filed a complaint with Better Business Bureau hoping for a better resolution. 
  

  When the company, Fast Response Heating & Cooling, who was assigned our case through ******** **** ******, Fast Response chose to close our case. They did NOT call to tell us as I was sitting to wait from them Friday morning. I called them at 9:15a.m. asking when they would be here. The company said they had cancelled our service because of our complaint to the BBB, we could not buy the part nor would they give it to another company to install. So, on an 18 degree night we continue living in a home without heat.

  BBB said Fast Response was NOT BBB accredited to their was nothing they could do. We talked with  company we have used for years, highly respected, who called the furnace manufacturer/supplier who told him the part we need is NOT BEING MADE ANY LONGER, WE WOULD NEED A NEW FURNACE!!! During our month wait time for this mysterious part to arrive Fast Response told us they could not call to check on the part’s arrival timeframe, they did not know who the supplier was to call, nor had they any idea when the part would arrive. In our minds they were trying to get something refurbished and calling it a new part. When checking their Yelp reviews they had obviously done this before with rating of 1 star throughout their reviews. Many had received our treatment.

  Now we are left with either starting all over again through ******** **** ****** which may involve another long wait or spending $6,000 on a new furnace. 
  

  This company has not place in the industry as far as we are concerned. We have lodged a complaint with the Attorney General.

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

• Initial Complaint

  Date:09/19/2022

  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.

  Paid $540 for refrigerant to Juan and for 31 days, FAST RESPONSE denied that i ever paid . July 6th, 2022 my downstairs a/c went out. I called my home equipment warranty company, ******** **** ****** (***) .It was *** that sent me Fast Response Heating & Cooling Inc. July 12th, Robert showed up and diagnosed my downstairs a/c problem to be fuse and replaced the 3amp fuse . August 3rd, Juan came to look at the upstairs a/c and said i needed about 3lb of refrigerant for it to work properly., i paid the $540 .About a week later, my downstairs a/c that the fuse was replaced stopped working again. I called *** and Fast Response sent Jose who concluded that the problem was electrical and will be back. August 26th, 2022, David came instead of Jose and said that i needed a new downstairs unit due to old age. A day after David's visit, my upstairs a/c unit that i just paid $540 started going bad and not working right again. Everyday for two weeks, i was calling both Fast Response and *** to help with the 90 days warranty promised on the receipt. Fast Response denied and refused that i ever paid any amount .Later i received email of two invoices from Fast Response. The first was 10.25lb refrigerant charge of $1845 and a FREON CREDIT of $540 leaving a balance of $1305 to be paid. The missing $540 they vehemently denied for weeks has now been found. The second invoice was another "leak repair" and 10lb refrigerant charge of $1800. I had four different technicians from the same company and all with different diagnosis. Paid for refrigerant and got receipt with 90 days warranty they denied and refused to honor.Created a new invoice for work already paid for and charged another 10lb refrigerant to the 3lb i paid . Refrigerant is the bread and butter of their shady deal as i learnt from their former tech. They are allowed to charge $190 per pound since warranty company will only pay $10 per pound. The same 410A refrigerant an independent contractor charges $55 per pound.

  Business Response

  Date: 09/19/2022

  Good afternoon and thank you for reaching out. We already received this exact same text on our Google reviews for you. The unit retains its warranty through your home warranty provider with your specific contract you have a 30 day recall period. You would need to be responsible for the extra refrigerant cost (we deducted what you have already paid which is $540 although we are not required to do so) in order to proceed with repairs. I am sorry that you're having multiple issues with multiple units within your home but we cannot control the contract you signed which is $10/LB coverage for refrigerant with a 30 day recall period. If you'd like to move forward with repairs you can contact us at ###-###-####. If you want to further discuss your contract coverages you would have to do so with your home warranty company. We charge refrigerant prices based on an average of R22, R410A, R12 & R407C. We do not adjust our pricing per type. With R22 seeing retail pricing as high as $556/LB and R407C being as low as $55/LB we went with an amount that is in the middle. If you do not like our pricing you are not forced to utilize us and you're welcome to seek a second opinion through your home warranty company.

  Thank you.

  Customer Answer

  Date: 09/20/2022

  I am rejecting this response because: On August 6th when Juan , the technician came to check my upstairs unit and charged me $540 for 3lb of refrigerant, he gave me a receipt with 90 days warranty. It was less than 30days that i started calling, pleading that the unit was not working again. You refused to honor your warranty because you denied for long that there was no record of my payment. When David, the other technician came on August 26th , he only came to look at the downstairs unit and never checked the upstairs because there was no need then. How do you now magically determined that i need additional 10lb refrigerant when i couldn't  up till today get you to come and inspect at all,even with the pleas from the home warranty company. I even read you the receipt number and info and you still said i was a liar. Your insistence was that i have to pay the $1845 for the downstairs refrigerant before you will entertain any request about my upstairs a/c. That was the problem. Talk to Adrienne your staff and find out how many times i pleaded with her and she insisted there was no record of my payment. 
  Regards, 
  ******* ********

  Business Response

  Date: 09/20/2022

  I have already confirmed record of the payment. We have to go based off your contract with your home warranty provider. If they determine you owe more refrigerant cost then that is what has to be paid in order for repairs to be completed. I am sorry that you do not agree but we cannot provide services for free and if they are not paying for it because per your contractual agreement with them that is something you are responsible for then it must be paid in order to get service. Once you make payment for the non-covered items we can proceed with repair. Until then we cannot move forward. If you disagree with this then please contact your home warranty provider and have them cover the refrigerant cost or get a second opinion as I cannot waive the non-covered costs. Thank you.

• Initial Complaint

  Date:09/15/2022

  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 cane to my home on a service call added too much Freon to my unit which is now causing my unit to freeze. The unit’s Freon levels are off and it is now worst than before they arrived. Fast response refuses to come back and remove the Freon placed in the unit and are requiring my to have the suggested work completed before they will return. I am choosing not to complete the suggested work but I would like my unit back to the way that found it. The text refused to go under the house to check the ducts and put duck tape on my unit they’ve had several complaints regarding similar issues.

  Business Response

  Date: 09/15/2022

  Good morning and thank you for reaching out. We did not add any refrigerant to your unit. Unless you agree to pay the non-covered costs determined by your home warranty provider we cannot proceed with any type of repair. Once you pay the non-covered costs to move forward we will order the new evaporator coil and return to your home to make repairs. 
  
  Here are the tech notes; Notes added by tech Roman [6] on 9/9/2022 4:51:11 PM Job incomplete Submit to ahs for authorization Evap coil case is rusted and the weight of the furnace has begun to crush it. Plus the floor is not level therefore the unit is sinking. Large amounts of air is leaking out of the back of the case and out the front causing poor air distribution throughout the house. Coil needs replaced along with a new casing.

  As you will see in the photos this is an existing issue, you were having issues with your AC or you would not have requested services. We did nothing to the unit whatsoever except diagnose it. I am sorry the unit is working less than what you would like but until repairs are completed that will continue.

   

  Thank you for your time and the opportunity to service your home. If you decide to proceed with the repair please call our office at *************

   

   

• Initial Complaint

  Date:08/03/2022

  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.

  They scheduled to come out Tuesday 8/2/22 for my a/c that was down. We are in a heat wave with temps over 100 degrees and I waited all day then they text at almost 2:30 pm stating that they needed to reschedule for 8/3/22 . Then on the second appointment 8/3/22 they never showed up. They called at 12:19 said they would be out within 30 minutes. They stated they had pictures of there visit but when asked to provide proof they could not. Then they wanted to have me rescheduled for 8/4/22 (Note this would be appointment number 3). I have multiple cameras around my home and I know for fact they did not step 1 foot on my property. I see that they have 44 complaints filed against them already and yes I did say 44!! This seems to be a very common problem . They have weekly complaints on BBB alone. I also looked up on Attorney general, Yelp and Google and it is just as horrifying. I was forced to use this company because my home warranty company ********* **** ******) uses them so if your warranty company tries to get you to accept using this company RUN... demand another service provider. This has been a nightmare. This company doesn't respect their customers and obviously they have serious problems and this is NOT a rare occurrence. I highly recommend not using this company because they are not professional and don't respect a customers time and they cannot tell the truth. Obviously multiple weekly complaints says it all. My mother is on an oxygen machine 24/7 and has only 1 lung and its over 100 degrees outside. This is a risk to her life and they could care less. If they are so busy and they cannot make their appointments they should not lie and stall day after day. Reading through some of this companies complaints they stated they are licensed, bonded and insured. Bonded is a lie. Just to share with anyone looking to hire this company.

  Business Response

  Date: 08/04/2022

  We appreciate your feedback. We did attempt to service you both days. 

  Notes added by tech 08 CD on 8/2/2022 12:57:21 PM Job is not complete called and left msg. Did drive by still no answer
  

  Notes added by tech 04 BD [10] on 8/3/2022 12:17:08 PM no answer at the door, rang the bell twice and knocked several times. waited 10 minutes. No answer, please reschedule

  We also have record of such via GPS and call logs. Attached you'll see a picture of the home the first day we drove to the job as well. We are definitely licensed, bonded & insured as you have to be in order to register as a contractor with the City of Columbus and multiple surrounding suburbs. I apologize that you missed the techs but am glad to hear you found service. Although we may have some negative feedback that is to be expected when you service 60,000 people a year. We are a triple A rated provider with your home warranty provider with a rating of 4.6 our of 5 stars company wide. Also our Google rankings vary from 4.2-4.5 stars depending on location. There is always room for improvement, as with any business, however we do pride ourselves with our ability to service the home comfort needs of our customers and as you can find in any of the review sites we have a larger number of satisfied homeowners versus dissatisfied. Thank you for your time, feedback and the opportunity to service you. We wish you the best in future endeavors. 
  

  Business Response

  Date: 08/05/2022

  Neither of the attached screenshots show us cancelling anything. We advised you on how to seek emergency services through your home warranty provider. I am sorry that you missed the technician's twice. But we did issue 2 different techs on 2 different days that again can be verified by GPS logs showing they did in fact go to your home call you and knock on your door. If nobody answers the phone or door we cannot provide the service. 

  Customer Answer

  Date: 08/05/2022

  Your response is a boldfaced lie.  The text messages absolutely show that your company cancelled on 8/2. But of course you are going to deny any wrongdoing even faced with hard evidence.  The 44 complaints you have against your company speak volumes and hopefully people will do their due diligence and research your company before contracting with you to do anything in their home! Unfortunately, I had no choice because you were what my warranty company initially chose.   Thank goodness I was able to get the issue fixed and not have to deal with your company and your poor business practices.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:07/18/2022

  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 Fast Response come out through ******** **** ****** to check my central air. It was going to cost over 2,500 to repair so I bought a new unit from Fast Response. They did not replace the pump that pumps the water out since this is a slab house. The pump went out. A repair person came out and said the switch was bad. He spliced the wires together so we could use the pump. It rums all the time so I am afraid to use it 24 hours a day. They were supposed to have the part in a few days. They called and was to come out on Thursday 7/14. I requested at 3pm or later since I work. They showed up 11 something. I called him and he said he would check his other calls and call me back. He did not. I called the office and set up another appointment for Monday 7/18 and no one showed. I called the office and now they want me to set up another appointment. I told them I was contacting you since they got a 2,000 deposit and a loan from us and we cannot get them to do the work that is needed.

  Business Response

  Date: 07/22/2022

  I apologize for the delay in responding as I have been out ill with COVID. We appreciate your feedback and it looks like we did get that completed yesterday. Sorry again for the delays we are just in the middle of busy season so we had some issues trying to connect with you after 3PM. Since this work is completed I believe we have satisfied the concern at this time so please if anything else arises let us know and we'll get it handled for you. Thank you.

  Customer Answer

  Date: 07/22/2022

  I am rejecting this response because: I had appointments set up that they did not show up, when I called the office sometimes they would say we were not on the schedule, etc.  Also, they did install the pump yesterday, but there are wires hanging out and lying in the floor.  We tried to call today to find out what the wires are and was told someone would have to call us back.   
  
  Regards,
  ********* ******

  Business Response

  Date: 07/25/2022

  We did call in route on those scheduled dates and you did not answer. I spoke with a tech who said the wires are normal, I am sorry the office did not call to make you aware of such but those wires are ok to be out, different style systems require different wiring configurations which may or may not utilize all the wiring that comes with the pump. So long as the pump is working properly then it is wired properly. These are universal parts that are made to work with a variety of different style units. I apologize that you had to wait but we are in the middle of our busiest time of the year and we cannot always work around everyone's requested times such as after 3PM, 4PM, 5PM etc. because we have to route in a manner that is most geographically effective we cannot drive in a 10 point star across the city of course or we won't get as many jobs done. Thank you.

   

• Initial Complaint

  Date:07/11/2022

  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 Tech 1st came out on June 17th. Said we needed a new motor. He would order it right away. Didn't even order the part until June 21st. Company customer service said the techs 1st visit was on the 20th. That's a lie!!!! Have called multiple times to check to only be told they still have not recieved the part. It is now July 11 and no ac for almost a month. I went and read others reviews about this company and it's the same negative things over and over. They have a home warranty company called American Home Shield who they are working hand in hand with to make as much $ as possible. When will this stop?!

  Business Response

  Date: 07/12/2022

  Thank you for reaching out with your concerns. Unfortunately your part is back ordered with the manufacturer. We have done everything we can to secure the part but are at the mercy of the manufacturer. We do not build these parts ourselves nor do we control shipping times. There is a raw material shortage globally which is causing delays in getting parts in a timely fashion. If you think it would be faster you can seek a cash out option from your home warranty provider and see if another vendor could get the part faster. Another option is to request a second opinion which is offered through your home warranty provider as well. Otherwise we will contact you the minute the part arrives. We do not make any money at all on incomplete jobs so delaying service would have no correspondence with gaining revenue. If you have any further questions or concerns you can contact us at ###-###-#### or you can contact your home warranty provider directly at ###-###-####. Thank you for your time and the opportunity to service you.

• Initial Complaint

  Date:07/08/2022

  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 AC unit went out on 6/17/2022. We determined quickly that it was not the capacitor. We (my fiancé) just bought the home and have a home warranty. It is through HSA Home Warranty who apparently contracts through this Fast Response Heating and Cooling company. After several days on 6/23, they finally sent a tech out who stated it was likely the compressor (likely?? they send techs that don't know what they're doing?) but they would send someone one else out to look as well because they were an "expert" and should be able to identify for sure. That tech came last Friday the 1st of July and confirmed it was indeed the problem. He stated he would turn the paperwork in right away and that it would be up the home warranty on how to proceed. We have heard nothing the entire week so when calling today, they stated that the tech never turned the paperwork in and that they are backed up and they will get to us as soon as they can. I asked to speak to a supervisor (as I now have to wonder if the paperwork was lost in the delay) and was told they would "put an appt in for a supervisor to call" and refused to let me speak to anyone else. We have pets and are trying to get by in excessive heat for weeks now. This company is horrible at communication and we want a date to expect resolution. We can't get anywhere if they won't turn the paperwork in. And once they do and the home warranty makes the decision on how to fix the unit, we need the unit fixed without further delay by this company. We are going on a month without air in one of the hottest summers to date. This company has some very bad reviews all stating the exact same things we're dealing with. Please assist in ensuing that they complete the job in a timelier manner. As it stands I would NEVER use this company on my own. We need resolution and your help!

  Business Response

  Date: 07/08/2022

  We apologize for the delay however some of the information above is incorrect. The supervisor did speak with you regarding this repair. We attempted to schedule for tomorrow but unfortunately that won't work as we have to have a piece of equipment to install that we do not have in stock. There is a global shortage on raw materials which is causing a shortage of HVAC parts.

  We do empathize with you during these rough times as it is not easy for us either. We want to complete the work as quickly as we can as we take no pleasure in dealing with upset customers. We do not enjoy making customers wait any longer than normal but we do not build parts ourselves nor do we control shipping times. We are at the mercy of the suppliers.

  We do not have a concrete completion date at this time as you will need to pay the out of pocket expenses prior to completion and we are also waiting to hear back from your warranty provider as to what is or is not covered. 
  

  Some of the miscommunications you have experienced are due to staffing issues within the office and field and again we do apologize, we are not making excuses it is simply the reality of what is going on at this time. It is a very hard time for small businesses to find quality staff to assist in entry level or management positions as the hiring market is overly saturated with corporate companies who will always be able to beat out the "small guys".

  If you're truly dissatisfied and do not wish to continue working with us you are more than welcome to request another vendor through your home warranty provider as they work with a large network of contractors not just us. However once the approval from your warranty company is received and non-covered costs are paid for we will do everything within our power to get you serviced as quickly as humanly possible. 

  We appreciate the opportunity to service you and your home comfort needs and hope this better explains why some of the errors mentioned have occurred. Again, we are not making an excuse and we empathize with you as it is extremely hot but want to at least explain why these things occurred. 
  
  Please let us know how you would like to proceed. You can reach our customer care staff at ###-###-#### Mon-Fri from 8AM-5PM EST or Saturday from 8AM to Noon EST. Thank you so much. 

   

• Initial Complaint

  Date:06/22/2022

  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.

  On 10-Jun-2022, our Central A/C froze over. Fast Response was assigned to our service request via our home warranty. The soonest available date was 13-Jun-2022 and the tech couldn't get out until nearly 5pm that day. System was diagnosed with a bad blower motor that while still minimally functional, needed replacement as failure was imminent. The new blower motor was ordered and arrived the following Monday (20-Jun-2022), mind you the unit was still limping, able to cool the home, at this point. A different technician came to install it that evening. For having the correct part, he did go to his truck a few times, and was holding what appeared to be a new motor (outer housing was clean, paint looked relatively unblemished). He continued to work for about a half hour or so until the job was complete and A/C running. Five hours later, at midnight, the Central A/C fan completely stopped again and against any efforts, refused to turn back on. A follow up with F.R. on the issue resulted in the soonest possible scheduled return visit of Friday (24-Jun-2022). As we have a 6 mo., a 3 yo, and a large, long-haired dog this was not an option, especially considering the AC unit was functional (albeit minimally with impending failure) until the technician installed the "new" motor. With another period of unseasonably hot/humid weather upon us, I called a local HVAC co. After beginning another diagnostic, within minutes, the reputable HVAC tech could quickly tell the motor was far from new. It had a heavy coating of greasy dust on it, the mounting bracket was deformed to force this motor to fit, some rust spots looking as if it came from a salvage yard versus a parts vendor (see attached photo). It didn't spin freely, feeling like it was grinding. A proper motor installed by a scrupulous contractor has cost me $675 when F.R. should have used the actual new part instead of following careless business practices. I am requesting compensation for this added unplanned expense.

  Business Response

  Date: 06/22/2022

  Thank you for reaching out with your concerns. We apologize for the experience you've had. We do use remanufactured or refurbished parts as we are allowed to do so per our contract with your home warranty provider and have only resorted to such with national shortages on HVAC parts and equipment. There is rigorous testing done on every one of these parts and we still provide the same 1 year warranty as any brand new motor would provide. You contract with a home warranty provider and they offer emergency services. Even if we wouldn't have been able to return for several days your contract states if you meet the guidelines for emergency service then you would receive services within 24 hours if so requested by the customer. Had you called the contract provider they would have been able to establish service within said guidelines which would have avoided non-covered costs of using an outside vendor. Again we do sincerely apologize for the experience had but there are policies in place with both us and the home warranty company to avoid the need to use vendors not associated with the warranty company and therefore we would not be able to provide reimbursement for your purchase of a motor with another company. We do hope you understand and again are very sorry that you were not satisfied with services received as we do strive for customer satisfaction.

  Customer Answer

  Date: 06/23/2022

  1) I have seen plenty of refurbished and re-manufactured parts in my line of work and when performing repairs at home. NEVER have I received one that was so filthy. Coated in an oily film to prevent surface corrosion, sure but the type of dirt/grime present on this motor occurs when part has been used for a long time in a dirty environment. If it was indeed refurbished, they would have AT LEAST cleaned the outside of the motor and lubricated the bearings to prevent it from failing within such a short period of time. This contamination was not the type you would have if it sat on a shelf, this had a greasy/oily texture to it as if it was used in an industrial application. I've included another photo from a separate angle showing additional deposits of a greasy/oily coating.

  2) The technician had a brand new motor in his hand when he walked in my home. Not once did he say anything or inform me that there was an issue with it that forced him to use the aforementioned, clearly used, motor. Had I noticed that, the repair would have been refused and I would have had him put the old motor back in until a suitable replacement could be sourced. Instead he passed if off as if he installed a brand new motor and that I wouldn't know the wiser.
  

  3) I did reach out to the Cincinnati office at the start of business (8 AM) on 21-Jun-2022, which was the morning immediately following the failure of the replacement motor. I even left a voicemail at the office just after midnight earlier that morning when I discovered that the motor had already failed asking for a return call to set up remediation efforts. I've attached call records showing this. I couldn't even get as far as getting an emergency call scheduled, it was never an option even after I explained that I was left in an even worse situation before the motor replacement. My only option was to wait until whenever the tech could come out the following Friday where I would likely have to wait for a new motor all over again!
  

  I understand the contracts allow for refurbished/re-manufactured parts and that the current supply chain climate is difficult. However, what happened this week was completely dishonest, fraudulent and clearly an attempt just to close the service call and actually not fix the problem itself. All of this when it is 90+ degrees outside and humid.
  

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

• Initial Complaint

  Date:06/20/2022

  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 put my request for service for my AC unit in 13 weeks ago (march 27) through my Home Warranty company. There was still snow on the ground - thought I'd get ahead of the Summer rush. We're still fighting to have the repairs done, heading into the 2nd record-breaking heat wave of the spring / summer.They have canceled multiple appointments, no call / no show appointments, refuse to answer my calls or return voicemails, have a part of my unit that they temporarily lost, refuse to communicate honestly if at all, etc. See my yelp review for full story. ******************************************************************************************************************************************************************************** * requested today that they return my part and let us know when they have the new part to be installed. I’m working with my home warranty company to request reimbursement & refund. However I would like Fast Response to return my property so I can seek service elsewhere, and I don’t trust that they will actually do it, so I’d like your assistance.

  Business Response

  Date: 06/22/2022

  Thank you for reaching out. Unfortunately the delay has not been on us, your unit is under manufacturer warranty and there is a national shortage on parts and equipment right now. As discussed yesterday we have you coil on the tech for Friday to come back and return the part, we only took it so that we could attempt to repair since it was taking so long to get the parts from the manufacturer. I apologize for your experience and again as we discussed yesterday the tech will be out Friday to return the coil. Thank you for your patience and understanding during these trying times. 

  Customer Answer

  Date: 06/22/2022

  First, no one informed us we had an appointment for Friday to return the part. Thank you for that information. Secondly, please confirm that you will continue our order for the replacement part, and let us know when it will be ready to install. We were told the part should arrive thursday or friday of this week. Please confirm if that is the case, so we can schedule an installation appointment. Again, this has been a 13 week process with little to no communication on your part.  
  

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

  Business Response

  Date: 06/23/2022

  You already stated you were seeking service elsewhere and to return your part. Also your home warranty provider called yesterday morning and stated they were supplying you with a cash out in lieu of repairs, when a cash out is in process we cannot order parts and will cancel any open orders for parts. So no parts are on order any more all orders have been cancelled since you were getting service elsewhere and your warranty company is providing you a cash out. 

  Customer Answer

  Date: 06/27/2022

  6.24.2022
  Since my last complaint was closed with out resolution I'm submitting another. It is now close of business and the company has not returned my part, as they stated they would. See complaint #********. I also spoke with the home insurance company and they confirmed they did not tell you to cancel the order, just that we had requested information on a pay out, not that we had confirmed a pay out. Also, how can I seek a repair from another company when you're holding the part hostage?

  Business Response

  Date: 06/28/2022

  I apologize for the delay I was out of the office Friday through Monday but I checked with the technician and believe he did drop that off yesterday. Again I apologize for the delay in returning your part as well as my response time on here. I hope this resolves the concern. Thank you.

• Initial Complaint

  Date:06/14/2022

  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.

  Sadly our interactions with Fast Response (and First American Home Warranty - getting their own complaint) have been some of the worst Customer Service experiences we have ever had. We had a technician dispatched to our home to diagnose and repair or replace our non-functional air conditioner unit. We had previously had a warranty technician out some months earlier, and we shared with the fast response tech that they had believed the compressor could be bad, but it wasn’t replaced at that time (for some reason). The technician ignored this information, and ordered a “stop leak” kit (which took several weeks to come and install) only to find that the compressor was shot. Then, when they sent a text message with the $674 in uncovered costs we needed to pay, there was no advisement that the parts needed would not be ordered until it was paid. Here is the full body of the text message (as I see they claimed to advise others via *this message* that nothing was being done until payment received): Your HVAC repairs have been approved! Your non-covered cost is $674.00. Here is a payment link: *********************************** and the invoice number is XXXXXXXXX. We look forward to seeing you again soon. -Fast Response Now this is where the customer service issues resurfaced. When I called them to ask when the technician was coming out, I was informed *today for the first time* that nothing was even being ordered before payment was received. When I stated the warranty company had stated I would pay after service was complete, the representative exclaimed “liar!” on the phone. I was shocked, and when I asked her to repeat what she had said, she stated that “they had not told [me] the truth.” So now, we have been waiting over a month for repairs in Texas heat due to lack of competence in diagnosis, and an overall lack of any empathy or sense of urgency. We are at their mercy, as our home is nearly unlivable due to the heat, and need our unit repaired ASAP!

  Business Response

  Date: 06/15/2022

  Thank you for reaching out. We apologize if there is a miscommunication between us and the warranty company but it is our policy that we do not order parts until payment is received. We do this so that we are not ordering unit specific parts that cannot be easily used elsewhere if the customer chooses to not move forward with these repairs. This has been our policy for quite sometime and you would have received an email explaining such (we can only fit so much information in a text message) but unfortunately we were not provided an email address to send the more detailed information regarding repairs. We are happy to complete the work as soon as payment is received and will ensure you have AC as we do understand it is very hot in Texas. Again I do apologize for the miscommunications but this is policy and we do need payment to move forward. Thank you for understanding and we look forward to seeing you again.