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:03/14/2024

  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.

  On February 21, 2024, per my Home Warranty with American Home Shield, my heater pilot light would not stay lit, Eco Pro HVAC was dispatched to my home and stated the following repairs "inspected wall heater found Unit not turning on Need replace millivolt gas valve and pilot generator also braket need to be replace to secure the pilot is broken. It will need-to be replaced per Code" and I was given the amount of $260.00 to replace the pilot braket, in which my home warranty did not cover,, on 2/27/2024, I contacted the City of ******* regarding the code and received this "Cc: InspectionInfo <****************************>Sent: Tuesday, February 27, 2024 at 02:30:31 PM PSTSubject: ******* Wall Heaters Pilot BracketThank you for a more specific scenario relating to the original question, which helps us understand further the context. No specific ordinance relating to pilot brackets. The equipment as installed may not have required pilot brackets or other components when originally installed, as such it would not be required now. Only new equipment because it is manufactured to include such items as a pilot bracket would need to have it as per the codes we enforce while inspecting under issued permits. I notified ECO Pro that the City of ******* stated there was no code for this. On 2/28/2024 I then contacted the heater manufacturer via email & got this response "On Wednesday, February 28, 2024, 11:27 AM, ********************* <**************************> wrote:The bracket is there but it looks like that is the wrong pilot. LP pilot number is R3035, nat pilot is R3034". I notified ECO Pro via email both **************** then stated it was a liability not a code. I don't believe a bracket was ever needed they went from an original estimate of $260.00 to accepting $220.00. Once the tech came back out to do the repair as I had already paid the home warranty $100 service fee, I asked what needed to be secured & he started to wiggle the pilot, if not touched it didn't move.

  

  Business Response

  Date: 04/19/2024

  We appreciate the opportunity to address the concerns raised by ****************. I have attached a detailed overview of the events surrounding this matter as well as the email conversation, invoice, before-and-after photos, and unit information for your review. 
  
  We're committed to improving our communication and regret any confusion that *** have occurred during the replacement process for the homeowner. Despite any miscommunication, our concerns regarding safety risks, fire hazards, and liability were legitimate, and we have successfully completed the necessary work. As a gesture of goodwill and to accommodate the homeowner, we also extended a discount. However, given the completion of the work and the validity of our safety concerns, we don't believe a refund is warranted. 
  

  
  

  Customer Answer

  Date: 04/20/2024

   
  Complaint: ********
  
  I am rejecting this response because:  The safety, etc. was never an issue or concern, I to value the safety of my kids/grand kids living in my home and would never sacrifice nor put their lives.OK

  They first stated the city of ******* code. Once I check with the city of Oakland code. The city of ******* said there's no code for that make model year of heater nor did the heater manufacturer.

  Each time I asked what code, they could never give a acceptable response.

  per The manufacturer the installation of that part was not necessary.  
  

  Nothing in the heater moved unless pushed 

  I believe per the city and manufacturer this was not necessary.  Therefore I would like a refund 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/29/2023

  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.

  Eco Pro installed a **** unit on my roof which required a crane to left. When they installed the unit it was facing the wrong direction. Being that it was in the wrong direction I had no air coming out of my vents in my house. They came back and switched my ventilation in my attic. I noticed I had very low air pressure coming out of my vents.they came back and told me my ventilation in my attic was leaking and that they was not responsible and it was my issue. I had 3 other **** companies look at it and all 3 said that the **** unit would have to be turned in the right direction. Eco Pro refuses to do anything.

  

  Business Response

  Date: 03/07/2023

  Good Morning ******, 
  
  Currently, we do not feel that we are liable nor responsible for the claim the homeowner is making about his ventilation issue. We are willing to discuss this matter further with the homeowner to see if there is anything we can help him with as a courtesy since he is one of our customers. I decided that it would be best to go over the timeline of the job with you to best describe the situation and why we have determined that we are not liable for the ventilation issue the homeowner has. I have also attached the Title 24 certificates and City Permit to this email. See timeline below:
  
  9/27/2021: Went out to initial appointment for service (requested through Old Republic Home Protection). Found that the package unit had a non-repairable refrigerant leak and needed to be replaced. Report submitted the same day for approval to Old Republic. 
  11/15/2021: Package unit was replaced. 
  11/18/2021: ****************** called in stating that there was no airflow coming out of the vents in any of the rooms. 
  11/22/2021: Technician went out to home and determined that the supply and return ducts needed to be switched to correct airflow issue. 
  1/12/2022: Supply and return were connected properly to the unit. Airflow tested okay.
  1/13/2022: Technician went out to replace thermostat as a courtesy for Title 24 compliance. 
  2/02/2022: Title 24 Test was confirmed as passed. (Certificates attached). Title 24 certificates and hard copy of City Permit were mailed out to ** so he could have them for the City Inspector. 
  4/21/2022: Called and texted ** following up on the Title 24 and City permit package we had mailed out. We noticed that the Final City Inspection had not been scheduled. 
  4/27/2022: Received message that the Final City Inspection was scheduled with the ****************. 
  4/27/2022: The **************** Permitting portal for permit number: BP21-08488 was updated by the City Inspector: *********************************** at 2:56pm stating that the inspection had been Scheduled. 
  11/15/2022: A Representative called from Old Republic Home Protection stating ****************** had called them to tell them that the unit was not working. ** no longer had a plan with Old Republic so there was nothing they could do. Guarantee and Warranty was void on their end unless the ** signed up with them again. 
  11/28/2022: We checked in for the status of the Final City Inspection and received the following: 
  Record BP21-08488: 
  OTC HVAC
  Record Status: Finaled
   
  11/29/2022: Old Republic filed a new request for service for the Package unit.
   
  12/2/2022: Technician went out to property to inspect failure. The technician determined that the duct runs, which are made out of metal, were leaking from the joints causing a decrease in airflow throughout the home. He noted that some duct runs had been smashed due to not normal wear and tear, adding that he did confirm with the install team and previous techs that the damage was there from before we started any work on the property.  Tech recommended that the ** have his ductwork replaced and upgraded to wire flex duct runs since those are more efficient. 
   
  2/23/2023: ****************** emailed us at *************************************** stating that he wanted to file a claim  with Eco Pro. We emailed back stating that although we did correct the issue with the supply and return no other duct runs were modified during the time in which we did service. Furthermore, we explained that the Title 24 test, which tests the airflow, had passed along with the City Permit. Anything outside of the work we performed would not be something we would be liable for. (Can be seen in certificates attached to this email). ****************** replied with a request for a call back to explain better. 
   
  2/27/2023: Supervisor, *************************, called ** at 12:56pm to discuss the matter further. No answer. 
   
  3/03/2023: Office emailed ****************** to see if we could send the supervisor, *************************, to the property so that he could discuss and assess the situation. No answer.  
   
  No further contact has been made between ****************** and Eco-Pro. 
  
  Please let me know if you need anything else from us. 
  
  Thank you,
  
  *********************
  Management
   
  Eco Pro HVAC
  O.P. **********************
  

  
  

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 18948396
  
  I am rejecting this response because: in Eco pros response dated 11/12/2022 they stated the technician determined the supply and return duct needed to be switched to fix the issue.so why did it need to be switched? Was it because they ordered the wrong unit? And if they switched the supply and return (DUCTS) they clearly worked on my ducts and I had no problem with leaks in my metal ducts before Eco pro switch the supply and return ducts.also I never had a voice message from the supervisor that he called so this is the first time Im hearing about any calls.*** I will contact him at the number below 
  
  Sincerely,
  
  *********************************