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:01/05/2023

  Type:Product 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.

  Feb 27th, 2020: I called Rite Way to come out and see why my heat wasn't working. They replaced a heating coil. I asked how long I could expect it to last and if the heating unit was in good condition. They told me the coils usually do not go bad and it would probably last another 35 years, especially since we do not use the heat much. We didn't use the heat after that other than to make sure it worked. Last year we used the heat for maybe a month. This year it started to get cold and we turned the heat on. It worked for a couple days and then would not work. I called another company to come out to see what the problem was. I was told it was the breakers. I called an electrician company, they said the breakers were fine, nothing wrong with them. I was lucky enough to have called a company that had heating and cooling experience. Turns out the coil had gone bad, it was pulling too many amps, blew a fuse and main breaker to the unit, otherwise it would have burned the place down. (They have the information and are willing to write a statement for the technical information). Once again the coil had to be replaced. The one Rite way put in was no good. When I called to explain my situation and ask what could be done, the gal hung up on me. After several attempts to call back with no answer. I find myself launching this complaint. It has cost me a lot of money to have it replaced twice now. It's not right. Although it has been two and a half years the coil has worked for about 6 weeks at best. That is a far cry from the 35 years the guy said it would probably last. Upon the work being completed, I had to pay using their digital system which offered no receipt for the work done. All I have is the credit card statement.

  

  Business Response

  Date: 01/11/2023

  We'd like to thank Ms. **** for bringing this matter to our attention. At Rite Way we put a high priority on making sure our customers are well taken care of.

  We have investigated and found that there was some confused communication around this situation. We have discussed the matter with the customer, apologized and agreed to a partial refund. At this point, on our end, we consider this matter to be resolved pending confirmation from Ms. ****s.

  Customer Answer

  Date: 01/13/2023

  
  
  Better Business Bureau:
  
  
  
  I had eceived a call from the business the next day regarding the complaint.  They have done what I asked and were very nice and helpful about the situation.   I would have responded earlier, however I have been traveling and have not had service.  When I have had service your site has not allowed me to respond.  Thank you kindly for your help.  Much appreciated. 
  
  
  
  ****** ****
  
  
  
   
  

• Initial Complaint

  Date:08/17/2022

  Type:Product 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.

  We contacted Riteway in May of 2020 to have them install a min-split AC unit in our house. The installation took place in June of 2020. This min-split unit worked for about a month or so, then the unit stopped blowing out cold air. So I called them for service and they came out and claimed the unit came from the factory with little-to-no freon, so they added freon. This worked for about another month. Same problem. They came out, added more freon. After some time, the ac unit stopped blowing out cold air. I called them, they came back out and this time they said they didn't have the right "tool" to open the unit up to have a closer look. So they said they had to "order" this "tool" and would call me back once this "tool" came in, they never contacted me. I had to initiate the call, this time they came out and said they found it was a cracked "valve" and that they had to order this "valve" and would call me once this "valve" came in. I never heard from them. I initiated the call, and again, the same message, "We'll call you when we have an update".
  
  This has been going on for 2 years, through 2 brutal summers without AC. They sold me a lemon mini-split. I wonder if this broken valve really is the cause or someone is hiding the fact that they sold me a lemon and refused to own up to it. I am starting to believe that they are intentionally dragging this out beyond my warranty period.
  
  If a part is on back order for 2 years... as a reputable company... should fix this and replace the entire unit. To think it's ok knowing that you sold a customer a lemon and be fine with making them 'wait' over 2 years for a part while the customer suffers in the heat... I have no words.
  
  I want them to replace the unit entirely and not wait for this "part" that may or may not exist.

  

  Business Response

  Date: 08/23/2022

  Thank you to Mr *** for bringing this issue to our attention. We have worked with the manufacturer in question to get a brand new unit for the customer which was installed at no charge. We'll be monitoring the situation to ensure the customer has a better outcome with this unit. Thank you for your patience while we got the new unit from Lennox. Apologies for the inconvenience.

  Customer Answer

  Date: 08/24/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17727045, and find that this resolution would be satisfactory to me.  Rite Way has resolved this issue for me in a very timely manner. I appreciate their efforts.
  
  
  
  Regards,
  
  
  
  ***** ***
  
  
  
   
  

• Initial Complaint

  Date:07/29/2022

  Type:Customer Service 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.

  Rite Way installed a new heat pump on my roof May 27, 2022. The installer/technician said that someone from Rite Way would follow up on the installation later to ensure everything was accomplished as required. That did not happen and there was no communication from Rite Way regarding an inspection of the work performed.
  To ensure the TEP rebate program is complied with a TEP technician performed an inspection of the heat pump on June 22. TEP's inspection identified three issues that would be included in a report to Rite Way the following Monday. The issues were:
  1) Cold air was leaking into the atmosphere at the transition duct to the house from the supply side of the unit air duct.
  2) Rite Way did not install the 10KW heat strips as per agreed to in the purchase
  3) The condensation drain line was not flowing correctly and needed to be looked at and resolved
  That day I called the responsible Rite Way project manager and informed him of the three issues and he told me he would get back to me. The Rite Way project manager contacted me soon after and said that heat strips would need to be procured and the issues would be resolved once the heat strips were sent to Rite Way.
  Within a day or two I got a call from Rite Way and was informed that they would contact me to set up an appointment once they had the part. That was the last I heard from Rite Way.
  I waited three weeks until July 13 and called Rite Way to complain that I was concerned with the air leak and wasn't sure how much that was impacting the heat pump performance and my electrical bill.
  I was informed that the responsible department at Rite Way would be informed immediately and I should receive a call no later than the following day. (July 14)
  I never received that call and have not been contacted by Rite Way since. Because of the lack of response to my calls I decided to go through the BBB complaint process today July 29.

  

  Business Response

  Date: 08/02/2022

  We are currently working with Mr ****** to resolve this issue.

  Customer Answer

  Date: 08/05/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17644384, 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,
  
  
  
  **** ******