Complaints

This profile includes complaints for HHS Arizona Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HHS Arizona Inc

  124 W Orion St Tempe, AZ 85283-5618

  
• 

  HHS Arizona Inc

  2310 Kingman Ave Kingman, AZ 86401-4840

  
• 

  HHS Arizona Inc

  6741 Corsair Ave Prescott, AZ 86301-9133

  
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  HHS Arizona Inc

  3037 Highway 95 Bullhead City, AZ 86442-4340

  
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  HHS Arizona Inc

  2604 Hualapai Mountain Rd Kingman, AZ 86401-8399

  

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:04/29/2024

  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.

  In July 2023, I purchased a new heat pump. I provided the paperwork and my information for SRP rebate. The company never followed through and completed the rebate. Theres been different stories about they send it in they didnt send it in. Somebodys going to send me the money from the company because they did not complete the rebate and Im still waiting.

• Initial Complaint

  Date:03/07/2024

  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.

  One hour installed 3 air conditioning and heating units on my home in September 2022.The installers threw all the old units and many broken tiles and debris on the side of my home and told me they would return to clean it up.After calling them numerous times they finally cleaned most of it up.I was told they would pay for the broken tiles which they have have never done.There was water running from all three units down the roof.Called about water running down roof they came out and told me no one had put drain pipes from the units this was fixed.The first time it rained my roof started leaking I called the company and told them of this *********** hour returned and told me that there was no way they were responsible for the roof leaking.Ive spent over a year and a half writing to different businesses about this problem I filed a home owners with State Farm they told me it was the One Hour installment that was the cause of the damage. Finally after State Farm warned me they would cancel my policy if I didnt fix my roof.I hired 2nd to none to totally replace my roof it cost me ******** to replace my roof and ******** to pay one hour.The roofers took pictures of the damage to my roof from One Hours installation.They claimed it was all caused by the improper installation of the cooling units.

  Business Response

  Date: 09/19/2024

  This is a complaint that has been taken care of . The BBB had the wrong company contact and it was not answered at the time the complaint was filed in March. 

  The home owner had a all tile roof at the time. There were some broken times  due to us not having correct access to the unit location . We let the home owner know that if they wanted us to work on the units after install there would need to be roof access with shingles not tile. We did replace the tile and the drain lines were taken care of . We went back out an picked up the trash as well. The general manager at the time went to the home about the water damage and it was water damage near the front door nowhere near the units and was not something that was going to be covered by us. The homeowner understood and contacted the insurance company at that time. The home owner has a service history with us with us to this day. We just did another job for her on 7/30/24 where we added a return in her kitchen. This was all handled at the time and the complaint ticket at our company was closed . Please let me know if you need anything else 

• Initial Complaint

  Date:12/01/2023

  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.

  10/16/2023 ******************* came to our house promising compleat satisfaction with his company after listening to him we felt assured thy would do the project as stated.On 10/17/2023 hi company was 2 hours late with no record to our time. Once they showed up they got to work of course they did not have all the proper tools and had to borrow my husbands. They had one person who spoke no English and the other Gentalmans was very limited. They finished the job and left.We inspected the work and put in calls to the company because the had bent up parts on our new unit and there is no way to service the unit without removing all their pluming they installed and they did not hook up the condensation drip to the sewer line so it just drips on the ground under house and creates mold.They sent out a new employee and he tried to bend the part back into shape and said all else was ok and that they would deal with it next time they come to service it.I have let them know my complaints and seem to not care. It is just going to cost me a lot of money when they come and service this unit because of it not being installed properly.At this time I feel I owe them nothing. Always on time or you dont pay a dime and satisfaction guaranteed or pay nothing>

  Business Response

  Date: 07/25/2024

  
  
  Thank you for bringing this to our attention. We installed a unit for the Bond family on 10/17/23. The homeowner let us know that there were issues. We went back out again on 10/20/24 to diagnosis the questions with the install, and made the correct repairs needed 
  TECH NOTES: move drain line back towards unit. Run pvc straight down from drain, Put p trap under house and two couplings up top so we can remove the piece for service.
  
  We also added an extended warranty for the homeowners' issues, and we have not had a need to go back out to the home again. 
  Please let me know if there is anything else that we need to do to take care of anything, or if we can close this out.
  

  
  

• Initial Complaint

  Date:11/16/2023

  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.

  On Nov. 2, 2023, Benjamin Franklin Plumbing sent **** to perform the free "Hero's plumbing inspection". They have been doing this for seven years, ever since they installed a new water heater. I was not present for the inspection but my sister and her husband were. **** recommended putting on a larger drain valve to make it easier to drain the sediment out of the water heater tank. He used about $35 worth of parts (retail price), took two hours and charged $792. I feel that this price is way beyond anything reasonable for the job that was done.I stopped at their office in ******* on Monday Nov. 13, 2023. The only person there that would talk to me was the front desk secretary and she didn't have any information. She assured me that **** would call me to discuss the price. As of Thursday afternoon, I have not receiver a call.

  Business Response

  Date: 11/17/2023

  Thank you, ********************, for contacting us about your experience. Our plumbers carry a straightforward price guide. All of our prices are listed in this, and we show our clients this guide. This work was authorized, signed and paid for by ************************ brother, who also is a part owner of the home. ***********, ****, did his job appropriately and swiftly as he is a great plumber. With that being said, customer satisfaction is our number one priority, and I authorized a portion to be refunded for customer satisfaction. ******************** was satisfied with this outcome, and I am happy he will remain one of our amazing clients.

  Customer Answer

  Date: 11/17/2023

  
  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:04/03/2023

  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.

  A Pitzer's employee diagnosed our HVAC blower problem as having a "rescue motor" and recommended I purchase a new blower motor on 2/15. The same day I called the office and paid half the cost up-front to get the part ordered (~$650). About a week later, I got a call letting me know the part was expected in that week and we scheduled a date for install. A day prior to install, I received a call and was told that the wrong part was ordered and that they would order the correct part and call to re-schedule. I called the next week, 2/28, and was told they didn't have an answer. I called again on 3/1, 3/6, 3/16, and on 4/3. Each time I called, they could not provide the status of the ordered part, any reason for the delay, or an explanation from the parts manager or the technician who ordered the part. On 4/3, the customer ********************** rep told me that the blower motor they could order as a replacement was not "wired correctly" for my HVAC unit and that there was no option for a replacement. I asked to speak with the parts manager or the technician and was told no one was available. I had asked to speak to a manager on prior occasions and was told they were not available. At this point, there is no resolution to the blower motor issue as identified by Pitzer's. So they intentionally held on to my down payment for nearly 7 weeks and during that time offered no credible explanation for the delay nor a solution my purported blower motor issue. Ironically, they do these free inspections as part of their "Heroes program" for veterans but always seems to end up costing us money. It's starting to sound more like a fleecing or bait and switch, where they find costly repairs are needed as a result of their "free" inspection for "Heroes." I would like an immediate refund of my down payment, a call and apology from management, and an explanation of my current options to resolve the problem that they identified.

  Business Response

  Date: 04/10/2023

  A technician did indeed order the part through our warehouse employee but unfortunately we were told an estimated date of delivery. This delivery/availability date kept changing due to the part not being in stock. The part in question was ordered from an outside vendor and is not a stocked item on our trucks and we as a business, are ultimately at the mercy of our vendors and supply and demand. 

  In regards to the concern of the ************* that we offer, our clients that do qualify for this club get priority service, 15% off any repairs, and maintenance for life for their heating and cooling system at no cost to them. While performing routine maintenance if our technicians happen to notice anything that is a safety concern or a mechanical issue, we bring that to our clients attention. If the client see's that the issue needs to be resolved then we can fix and or repair that mechanical issue at our flat rate pricing with a 15% discount. This is no "bait and switch" like referenced in the original complaint. Mechanical parts do wear out from time to time and we are ready and able to repair them with a discount.

  Return phone calls have been attempted to ****************** number on file, but unfortunately the line rings

  Our company does stand by our work, our warranties and guarantees as well as our *************. We will reimburse ************** the down payment ($653.50) that he did give our company for the replacement motor for his system. This will be sent to him in the way that he paid (ex. if he paid by credit card, it will be reimbursed that way)

  To solve any future issues or question of the level of service provided, we will remove ************** from our database so no further calls will be made to his residence and the *********** that he is displeased with will be removed as well giving him any and all opportunity to go with another company for maintenance and future repairs.

  Best Regards,

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

  Regional Manager

  One Hour Air Conditioning and Heating

  Customer Answer

  Date: 04/10/2023

  The response from the business smacks of condescension and retaliation.  To date, I have not received a refund after two months of jerking me around.  I have not received a telephone call explaining my options for the required part identified by the technician. I have not received any call from management, despite their claims they attempted to contact me.  By removing me from the ********** One Hour Air is demonstrating differential treatment toward me as compared to other veterans and may constitute retaliation for filing a complaint with the BBB and discrimination.  I am still waiting for a refund of the down payment and a call from management with an apology and an explanation of my options for the part identified.      

  Business Response

  Date: 04/10/2023

  The number for ************** was called at 421p on 4/10/23 and a message was left to explain the previous submission. ************** called back at 436p and a conversation and we had a conversation. 

  In no way was the previous message to be a form of retaliation or discrimination. ************** did say that the program our company is a "Bait and Switch" and that we only want to sell things. On the contrary, we only recommend items in need of replacement due to age wear and tear or mechanical issue or failure an for our ********** members we give a 15% discount on any parts installed as well as maintenance at no charge. We would never give options to homeowners for items that are not needed. In this case the motor is needed.

  The part in question is the blower motor and unfortunately the manufacturer does not have the part available. I will continue to locate the correct motor as discussed on the phone and once the motor is located call ************** and at that time discuss installation or return the part. 

  I did make sure that ************** does have my direct line to contact me directly.

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

  Customer Answer

  Date: 04/11/2023

  
  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:09/14/2022

  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.

  8/23/22 I had Ben ********************** come out to look at a sewer issue and was informed that I have OLD **** piping under the house. Well, I paid BF approximately $14,000 in January of 2021 to replace all of the plumbing under the house! So, after paying $69 for that and NOT even solving the sewer problem, I called BF. The person I spoke to let me know that she would send a senior plumber to the house on Friday to take care of everything and find out why I would have old **** piping since it was all replaced. Not only did no one show after texting they were on the way at 2:45pm, my renter called at 5pm to find out what was happening. She was misinformed and later called saying they had to cancel. "If there's any delay, it's you we pay!" is their motto, ($5 for every minute late, up to $300, per Consumer Affairs). My renter was out $200 in appts for the cancelled call. BF won't honor their motto and haven't called me back about it. 8/27 - The senior plumber arrives and "remembers" replacing all of the plumbing! I am partially appeased by this... but who is lying to me? And though ***** did solve the sewer issue, I was charged $472 for the service when I was led to believe that the call would be covered due to the previous visit. I do understand that this is a separate issue and I am willing to pay, but I feel that I should have a credit applied to this exorbitant charge. AND, there is DEFINITELY a bigger issue here. Consumer Affairs also states a 100% satisfaction guarantee for 2 years for materials, labor and craftsmanship. My plumbing replacement still falls in this window. I dread that I will have to hire a lawyer to resolve this issue.

  Business Response

  Date: 09/20/2022

  I researched the work that was done and indeed Benjamin Franklin Plumbing did replace the piping in the home. The service call that was run after the fact was another incident, not pertaining to the previously replaced pipe.

  With the mention of the "Any delay, it's you we pay" is a solution for our clients, but this is for a paid for guaranteed time slot. The amount that is charged for this guaranteed time slot is $149 and with this charge you do have a guaranteed 1 hour time slot. Unfortunately when the call was booked, this was not asked for and we did offer a day of availability. 

  As far as an additional charge, it looks like Benjamin Franklin Plumbing was called out to the residence in question on 8/27/2022 ($402 charged) was due to a carpet like substance pulled from the mainline cleanout, it was noted that the substance was about 10 feet past the cleanout. If the stoppage was some sort of soft stoppage (normal bodily waste or tissue paper) there would have been no charge. Our company does have a two (2) year warranty on any work done, but due to this not being a normal stoppage a charge was made.

  With the mention of the tenant missing appointments, we as a company never want to disrupt our clients in any way. 

  Our resolution to this concern would be to reimburse the home owner $200 towards the homeowner to disperse to the tenant as needed. Once this resolution has been agreed upon the check will be mailed to the homeowner.

   

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

  Customer Answer

  Date: 09/21/2022

  Thank you for your response.  I do appreciate the offer, but please understand, I have been told three different versions of what is under the house.  Hunter states that the sewer pipe is old ***** charges me $69 AND DID NOTHING!!!  **** tells me the pipes for water GOING OUT OF THE HOUSE were the only ones replaced. (???)  How does this make ANY sense when I wanted ALL of the plumbing replaced?  (And paid for it!)  Then, *****, the plumber, tells me he remembers doing the job with *****, and did, in fact, replace ALL of the plumbing!  Who do I believe?  I feel that at this point, I need proof.  I would like someone to go under the house and photograph the piping and tell me what I paid for, at your cost.  (Roughly $100 from what I can gather.) 

  Also, "If there's any delay, it's you we pay"... No asterisk and no fine print.  (I have photos of the van.)   The option you speak of, $149 for an hour window was never even mentioned to me when I called.  FALSE ADVERTISING.  

  Again, I do feel obligated to pay the cost of *****'s visit to pull the carpet from the sewer line.  He did the job and I am grateful. I do not feel that I should pay the $69 charged by ****** for NOTHING DONE and possibly lying to me about old clay ************************** let me know how you want to further resolve this matter. 

  Business Response

  Date: 09/22/2022

  I am more than willing to send ***** out to your property and have him explain to you as well as take pictures for you. He can take the pictures with his phone and email or text them to you whichever works best for you. All that I would need to know is a date that you are available.

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

  Customer Answer

  Date: 10/19/2022

  Thank you for your response.  Yes, I would like ***** to come out and take photos of the plumbing under the house and explain to me what EXACTLY was done.  Thank you.  I can make myself available most any day before 2pm.  You have my contact number, so please reach out to me to set up a time.  

  
  

    Also, I reimbursed my tenant the $200 of lost income do to the no-show appointment.  I accept your offer to reimburse me for that loss as well.  Thank you.

• Initial Complaint

  Date:08/08/2022

  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.

  8/5/2022 I called in a repair ticket w/ ***************** Plumbing for ***** liquid developing in the brine tank of a water softening system. I purchased the same system from them in 10/2018. I paid approx $3100.00 for the system and the installation. I was told that no maintenance was needed to the system only the addition of salt on an as needed basis. On 8/5 a plumber came to my home and stated that he didn't know anything about the filtration systems and that he was a plumber not a ***********************. The plumber called other plumbers to try and find someone that could assist him. After he described the ***** liquid the plumber on the phone diagnosed the system as failed. It was confirmed to me that the system was still under the manufacturer warranty, therefore it could be replaced. For Ben ********************** to install it, it would cost me $749.00 as the labor to install was not covered under the warranty. This same plumber also notified me that he would be the one to come back to install the warranty replacement system. This repair/ticket visit cost me $69.00. I contacted Ben ********************** again on 8/8 asking how long it would take the warranty replacement to get here. They were unable to answer my question. I also requested that they honor the manufacturer warranty but that I would install it on my own. I was told that I could NOT get the warranty replacement without them installing it. I am unable to utilize the manufacturer warranty for the replacement as the warranty is listed under Ben ********************** Plumbing and not myself, so I can't reach out to the maker on my own. They did not offer any other solution. It was pay the installation fee or don't utilize the warranty. All I have asked for is to abide by the warranty on the machine and replace it. Not honoring a machine warranty unless I pay more does not seem correct. This area has extremely hard water and either water softening system or a R/O is needed for health reasons. That's all I'm asking for is the system that I already paid for.

  Business Response

  Date: 08/19/2022

  ***************************, Operation Manager, reached out to the manufacturer and set up for plumber to troubleshoot problem directly with Novo. Salt Brim needed to be cleaned from an air born bacteria. Plumber returned on 8/18/2022 and cleaned each piece with sani system solutions per manufacturer specs. System was salt tested and is performing at this time.

  Customer Answer

  Date: 08/19/2022

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