Complaints

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• Initial Complaint

  Date:11/10/2022

  Type:Product 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 thermostat for furnace quit working Aug 5,2022 so we contacted Home Service Plus and Rob (said he was owner) came out and verified it was the thermostat. He had a gently used one in truck, and even though it was NOT what we wanted, okayed to install. Will buy a programmable next year. He said he would warranty it for the normal year. Oct 10, NO HEAT so Called emergency line and was in hold for 45 minutes that no one ever answered. Fired off an email and ROB called and I told him sick with pneumonia and freezing!! (I had been to Doctor and have been on antibiotics since Sat am and am NOT contagious!!! After 2-3 days on meds) He promised to call first thing in the morning HE DID NOT. My husband called while I was out at my daughters and said we needed this fixed ASAP and was told they WOULD NOT come when someone is sick!!!! ********* ** *** ******* *** ************* **** ** ** *** *** *** ***** ** *********  We want our money back!!! Including the service call as it was NOT SERVICE we received.

  

  Business Response

  Date: 12/10/2022

  Hello Darlene,
  
    I would like to start by saying we are terribly sorry that we did not answer our phones on Monday October 10th. An error was made by us. Our office forgot to set our phones to holiday emergency after hours service. I understand how frustrating this must of been for you. Thankfully you sent in an email stating you could not get through which made us aware of the problem which was corrected immediately which prompted me to contact you right away.
  
     So during our conversation you stated to me that you were extremely sick with pneumonia bed ridden freezing in your home. At no point did you ever mention to me that you were on medication or that you had been cleared by a doctor. You said you did not want me to come as you did not want to pay for the after hours fee and that you wanted someone to call you the next morning. Due to the information you had shared about the pneumonia, this was discussed with my staff and we all felt it would be best to wait till the end of the week Friday until you were better for us to come out and take care of the problems you were having. This is to unsure the safety of my staff. Your reaction to this information once your husband called in was to yell and use extreme profanity verbally abusing my staff. Your story changed from saying it wasn't pneumonia but bronchitis back to pneumonia as well as saying your wife was not home but we could clearly hear her speaking in the background of the call. Yet up to this point there had still been no mention that you were on antibiotics and that you had been cleared.
  
   The information that you were cleared by a doctor only came out on the voicemail which you had left me again using extreme profanity and insults. When I last spoke to your husband he told me that he would contact another company and that we would never step a foot into your home again. We never said we wouldn't take care of the problem we just wanted to ensure our safety as well as yours and wait till Friday. Until the weather is in the minuses (which the weather at this time was in the high teens low twenties) none of this is emergent and we would never leave a customer without heat. We have numerous heaters which we would been happy to bring you but you did not want to hear it.
  
    The statement that you made calling me a liar does not make any sense to me. We have been 100% upfront with you that we do not feel comfortable being around anybody who clearly admits that they have pneumonia or bronchitis which are both contagious.
  
   Due to the last few years with the threat of covid 19 we have implemented safety protocols to keep our staff and our customers safe. We are already under risk going into many homes on a daily basis and would not want to put you in danger when you are already sick.
  
    We are still willing to help you out but would require an apology for the way you treated me and my staff!!!!!
  I truly hope your issue is resolved.