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 has 5 locations, listed below.

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  Fast Response Heating & Cooling

  3739 Broadway Ste C Grove City, OH 43123-2269

  
• 

  Fast Response Heating & Cooling

  3160 E Kemper Rd Unit B Cincinnati, OH 45241

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  Fast Response Heating and Cooling

  905 N Interstate 45 Service Road Wilmer, TX 75172

  
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  Fast Response Heating & Cooling

  2108 Plantside Dr Louisville, KY 40299-1933

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  Fast Response Heating & Cooling

  3739 Broadway Grove City, OH 43123

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/02/2023

  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.

  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: 02/03/2023

  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.

  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. 

• 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.

  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,
  
  
  ******* * *******

  ions 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.

• 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.

  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, 
  
  
  ******* ********d *** 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.

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