Complaints

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:02/12/2025

  Type:Sales and Advertising 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.

  They won't stop sending me texts and emails, calling me, etc. I've blocked every number that attempts and they contact me from new numbers. I've never done business with them, I've never expressed interest in doing business with them, and I never will. I want them to stop contacting me.

  

  Business Response

  Date: 02/13/2025

  The customer bought a home that we did a lot of work at.  ***** made a call to us on July 17th, 2020.  Over 11 minutes was spent with him on the phone with one of our representatives explaining what we had done at the home etc. etc.  He discusses the fact that he can find multiple numbers for the business and seemed suspicious.  These would be called tracking numbers that forward to a main number.  Tracking numbers are used by any and all businesses that want to track where the call originated from.  Was it an ad in the newspaper?  Was it from the website?  Was it from a mailer?  If they all used the same number, no way to differentiate where the call originated from.  

  Anyways, there has never been a request until now made by ***** for us to stop calling or texting from a return phone call or text.   We will cancel the remainder of the maintenance and warranty that would have expired by now as well.  

   

   

  Customer Answer

  Date: 02/13/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******
  
   
  

• Initial Complaint

  Date:02/03/2024

  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.

  1/5/2021 agreement w Western States to install Carrier 3.5T split gas convection furnace which was completed 1/18/2021. $8500. This came w 10 yr manufacturers warranty from Carrier and extended labor warranty, also 2year maintenance agreement. That should have continued till 2023.. 6/29/2022 another extended parts labor warranty and another 2 year maintenance agreement for $1600 expires 6/29/2024. Then pushing me to get another 2yr maintenance agreement for $549. I was so reluctant and feeling pushed that they made maintenance agreement for 5 yrs. instead of 2 and i paid. In addition to overlapping warranties I discovered the unit was not installed properly and have much documentation to support that claim. For 2 years a service check was being performed and all they did was sell more warranties. An energy audit discovered the issue. I want warranty refunds prorated and other warranty refunded completely. I want a repeat inspection by *********** to make sure all was fixed to code paid by Western States. I want any damage to attic that hasn't dried out and the water stain to my closet ceiling repaired.I am filing this complaint because my emails, texts, and calls are not being addressed or answered.

• Initial Complaint

  Date:10/06/2023

  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.

  11/14/19 I purchased a hot water heater through Western States Home Services. Verbally and also in writing on my paid invoice they sent via email it states:
  "Proposal to install 40 gallon gas water heater. Include haul away and removal of existing tank . Will include 1 year energysavings agreement. And will flush water heater for the life of it . Includes 3 year labor warranty and includes 6 year manufacturer's warranty on tank and parts . Water heater is a **** professional series . Also includes pan. All is functioningproperly and no leaks"
  Last winter I requested my flush that is supposed to be included in my contract agreement. The company sent someone out to do the included service. No charge. This year I requested them to come out again for my included flush and was told they would charge me a trip charge. I said that's not what my contract states nor did I pay anything last year. I was told by the employee that they have not offered such included service since 2020 (which I reminded him that I received such service in 2022). Their cost for unit was more than Lowe's but because they offered a 6 yr manufacturer warranty and flushing for lifetime of the unit so decided to pay a little extra and went with this company. I was also referred by my neighbor who said she was told she'd receive a $*** **** gift card if she referred anyone to them. She never received the gift card and I called a few times about it and so did she. This company apparently promises you whatever they want but does not live up to what they promise including if it's in writing. My service agreement with them states it includes a flush for the lifetime of the unit. They are not honoring my agreement.

  

  Business Response

  Date: 10/12/2023

  Customer does NOT have an active maintenance contract.  No one is telling her they won't flush her water heater for free.  In fact she was called at least 5 times in 2022 to have it done and never responded.  Have record of all the calls as everything is recorded.  What the customer does have to pay for is the trip charge to get the plumber to her home.  She didn't pay the first year, because she had an active maintenance contract.  The $*** she is referring to is for a referral that leads to an Air Conditioning system purchase and install.  See picture of a business card.   Been that way since 2008.  

  Customer Answer

  Date: 10/12/2023

  I already included my receipt from my purchase of the hot water tank that clearly states flush is included for the lifetime of the unit. Not only was it in writing it was communicated to me verbally as well which was one of my determining factors to purchase the hot water tank through this company. My proof is in the receipt that I provided but company insists on trying to claim I'm wrong yet its in writing.  Secondly I did not need a flush the first year. I did get a flush through the company (we wanted to do so every 2 yrs). The company sent someone out to do the flush. There was no charge at all. And for the record we eliminated our landline phone about 2 yrs ago. Regardless if this company feels they called me or not to offer a flush that's irrelevant because I recently called to use that service as I have the right to per my agreement on my paid invoice which the company is declining to offer.  The company is clearly not honoring my agreement with them even though my proof if in my paid invoice in writing. They suddenly want to charge me and lie stating my agreement doesn't include a trip fee. My invoice does not say that nor did I pay that when I had a flush done after 2 yrs.