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:06/13/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  This complaint has not been resolved. I have been travelling and away from email access.
  
  The company finally contacted me 5 July: made appointment 10 July, arrived half an hour late, spent half of visit on incoming calls, left stating would call by five. Nothing since, neither telephone call nor email.
  
  Thank you for your assistance,
  ***************************
  

  
  

  n the inspection following day.Discovered the humidifier had not been turned on, and switched it on. Horrible screeching sound began, turned off humidifier. Now informed me the motor had seized and they would give me a deal to replace it for $1300.Poor clean-up, including leaving a large intake pipe dangling, thus piping cold air directly in to the the crawl space and service area.In February 2024, I was informed by electricians that there were problems with the panel. Had no permit copy; I called ************************* *************) several times throughout February, leaving messages each time, with no response; also calling ************************* ************, whose name is on the City permit, those calls would not go through. On 13 March, ****** assured me he would address the permit question/inspection situation. I have heard nothing from ****** nor Now Heating since that time, nor have my calls been returned.21 March, called the City: no inspection set. To date, no inspection has been completed.

  Business Response

  Date: 07/10/2024

  We have arranged with the client to go on site and investigate the issues. 

  Customer Answer

  Date: 08/13/2024

  ******,
  As stated in 8 August email, this complaint has NOT been resolved.
  Communicated in that email:
  The company finally contacted me 5 July: made appointment 10 July, arrived half an hour late, spent half of visit on incoming calls, left stating would call by five. Nothing since, neither telephone call nor email.
  
  Please provide assistance.
  Thank you,
  ***** ********
  

  
  

  
  

  Business Response

  Date: 10/02/2024

  In regards to the homeowners request 
  I would request that both the sales representative and myself go onsite to see what the homeowner is regarding to as far as the job being unfinished 
  If the electrical has failed when the city inspects our work, then we will send our electrician to repair the failure areas 
  If the humidifier was failed upon installation, I would only request that I look at this humidifier. I need to see what style of humidifier is installed and then get it replaced. We did not install a new humidifier on this job and the request for reimbursement on a whole home humidifier is something that can be negotiated upon us coming out there 
  A permit inspection can be addressed as well 
  
  *** ******
  Value Stream Manager 
  Direct: **************
  Office: ************** 
  Email: ***********************************
  
  
   
  

  
  

  Customer Answer

  Date: 10/05/2024

   
  Complaint: 21845639
  
  I am rejecting this response because: Mr *** ***** was here to assess 10 July 2024, stating when he left he would contact me by five that day regarding moving forward. He has not contacted me since that date.
  I am happy to meet, however, first a permit needs to be pulled and inspection completed. This has been in limbo since I learned in March, after obtaining a copy of the permit from Now, that the system, installed 12 October 2023, had not been inspected; also my concerns regarding system performance have not been addressed.
  Please call regarding setting an inspection date and discussing moving forward to address performance issues and the humidifier.

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

  Business Response

  Date: 10/07/2024

  In regard to the systems performance would need to be addressed when on site 
  The humidifier will be discussed at that time as well, I will have our office manager pull the permit and reach out to you for the inspection date, I apologize for the length of time it has taken as we will get all the concerns taken care of at the time of the meeting onsite, I was under the assumption this matter was taken care of there after I had came out onsite by our installation team. I assure you I am going to get this all taken care of for you ***** and I deeply apologize for the inconvenience this has caused you. 

  *** Thoele 

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 21845639
  
  I am rejecting this response because: I do not want this complaint closed until issues have been resolved. Yet again, I have heard nothing from this company, to date: no actions taken regarding permitting, inspection, or remediation of system issues. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/23/2024

  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.

  After the replacement water heater (Rheem) was installed on March 2023 by Now Heating & Air, I called Rheem directly to register my new water heater for the new warranty. 
  At first I was told that I would have to pay the difference of what I paid for the water heater when I purchased it (Dec 28, 2017) and current cost of replacement water heater. I followed up with Rheem with an email dated 3.13.23 (attached).
  On March 13, 2023. I received a reply email back from Rheem (copy attached) that stated: "Rheem does not provide the option to pay for a replacement water heater or price difference, the warranty is to provide a replacement water heater in the event it has failed. The warranty does not start fresh on a replacement product because it is provided at no additional cost. There is no "technical loophole" or choice that the consumer gets to make in regards to the replacement. The only time a price difference would initiated would be if the exact replacement is no longer available and an upgraded model would have to be purchased, in this event a new warranty would begin with the purchase of the new unit. This is not the case however."
  So, according to ***** there is NO new warranty with the replacement water heater installed in March 2023 and it just assumes the existing warranty of the unit that was replaced (this warranty is six years and expired in November 2023.
  So, in fact, there WAS no existing warranty (per email communication from Rheem) on the water heater that was installed on March 2023 as it expired in November 2023. So this is why I chose NOT to call Now Heating & Air to fix my water heater as I had very poor customer service from them regarding this issue of warranty of new water heater installed on March 2023 assuming existing water heater (I had copied Now Heating & Air on all email correspondence to Rheem).
  I never received any communication from Now Heating & Air in regards to the questionable warranty period. Poor customer service. By this time I was so "over" this whole fiasco I just gave up pursuing the matter with Now Heating & Air - because Rheem basically informed me that the warranty assumes the existing warranty and that warranty expired in Nov 2023.
  I don't know why Now Heating & Air is now saying that the water heater WAS under warranty (they would have been very suprised if they had come to the house and contacted ***** for authorization for a replacement water heater under warranty) because it was NOT UNDER WARRANTY beyond November of 2023.
  I feel that Now Heating & AIr is just trying to "cover" their mistakes by an explanation that is NOT TRUE.
  Furthermore, as a consumer I can understand where inventory might sit on a shelf for a period of time - but it is quite the stretch of the imagination that it would be allowed to sit on a shelf for over 2 YEARS. Especially Post-Covid, where supply and demand was at an all time high. This simply is not a credible statement. Surely you can see that.
  If Now Heating & Air still chooses to not accept responsibility for their deceptive practices, I will have no other choice but to take legal action and restitution will be for the FULL price of the replacement water heater ($3500) AND my attorney fees.

   

  heater they installed did not fail until March 19, 2024 - which was installed on March 2, 2023 and was represented (guaranteed) as a brand new water heater when in fact, it was over two years old.

  Business Response

  Date: 04/24/2024

  Good afternoon,
  
  We do not install used equipment. The water heater date that the client is referring to is the manufacture date. It isnt uncommon for suppliers or contractors to have inventory that is aged in their warehouse. The water heater manufacture warranty and our parts and labor warranty starts from the date of install not the manufacture date of the equipment. This unit was under manufacture warranty. Depending on the nature of the failure, If the client had called us we would have fixed or replaced the unit at no charge since it was only days past our warranty. Please let me know if you have any further questions. 

  Thank you,

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

  Business Response

  Date: 04/24/2024

  Good afternoon,
  
  We do not install used equipment. The water heater date that the client is referring to is the manufacture date. It isnt uncommon for suppliers or contractors to have inventory that is aged in their warehouse. The water heater manufacture warranty and our parts and labor warranty starts from the date of install not the manufacture date of the equipment. This unit was under manufacture warranty. Depending on the nature of the failure, If the client had called us we would have fixed or replaced the unit at no charge since it was only days past our warranty. Please let me know if you have any further questions. 

  Thank you,

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

  Customer Answer

  Date: 05/05/2024

  I am extremely disappointed that this case has been closed.

  As you can see by the attached email that I sent on April 27, 2024 to BBB, I (the consumer) DID respond back to the response BBB received from Now Heating & Air. I originally submitted this information diectly from your website and also followed up with an email to ********************************************. It appears that neither the online submission or the email I sent directly was ever acknowledged.

  So now the case is closed, even though I did comply with the structure provided to me in that I needed to respond to Now Heating & Air response.

  I am disappointed and feel helpless - as a consumer - that big business can get away with fraudelent and deceptive business practices like this. The consumer has no recourse outside of having to hire a lawyer and take a business to court.

  I am not satisfied in the way in which you closed my claim - as I followed all your requests.

   

   

• Initial Complaint

  Date:12/22/2022

  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.

  I reviewed the response from Now Hearing and Air.  The business is still refusing to send the vendor invoices for parts.  If I paid for the parts I should be able to see the invoices.  Also these parts have warranties associated with them so if they fail I would need to know who the vendor is. Now Heating and Air advised to contact them for warranty issues.  Why would I ever use this company again??  Also I received another call today and I have requests multiple times not to be contacted by phone.  The owner of the business, ***, says it is the collection company and he does not have control, although these are employees of Now Heating and Air.  This is becoming harassing.  All I am asking for is that Now Heating and Air provide me with invoices for the parts that were replaced and that they quit contacting me by phone.  I think this is a reasonable request.

  ns missed appointments with my tenant and neglected to return phone calls, causing more frustration because he took off work to meet the technicians. This would not have happened in the first place if the inspection/diagnostic/repairs were completed properly. I was told that the zone valve needed to be replaced. I agreed to have the valve replaced and the work was completed. Again the technicians assured me the problem was resolved. A day later the hot water/heater system started having issues again. There were multiple technicians involved and I was getting conflicting reasons why the system was not functioning properly and why the zone valve was not identified during the inspection, so I asked to speak with a Supervisor. I received a call from **** who advised he went over to my residence to inspect the water heater himself due to the issues. During the inspection **** self admittingly got into a confrontation with my tenant and was speaking to him in an aggressive manner. This was just one other issue I had to handle with my tenant that was a result of my experience with your Now Heating and Air. I asked **** why this was not identified up front, and he advised there are so many hot water and heating systems he cant train his technicians on every system. This did not sit right with me as I thought I was calling a professional company who had trained technicians to work on my water heater/heating system. If they did not have the expertise, I should have been told that up front. I asked **** if this part was included with the original repairs/replacement of the water heater, and he said it was not. **** advised me he went through the previous repairs and invoices multiple times and assured me this was just a coincidence that this part failed a day after the water heater was put in. **** also advised me of the additional work that would need to be completed to repair the system and that he would complete the work himself to make sure it was done right. A technician did show up to complete the repairs, but **** did not as he told me he was going to. The additional repairs were completed, and the system now seems to be functioning properly for the time being. I received a call from your accounting department stating I had an outstanding balance for the replacement of the zone valve. I asked for invoices and the zone valve was put on the initial quote (10/10/22), but not replaced. The technicians and **** kept saying the water heater was 20 years old, when the condos were built, but I had it replaced 5-6 years ago. If they completed a thorough inspection of the heater and system, dont you think they would have seen this? I know it is stamped on the hot water heater. I started to question if all of the work was really completed that was on the invoices. I emailed the owner *** regarding my experience and issues with the repairs. I asked to have all communication going forward be in writing and not over the phone. I received multiple calls from both *** and ******* in the accounting department after I specifically asked that all communication be done through email, so I had to request again to have all communication be done through email. Even after that I received a call from *******. I requested the invoices for the parts from the vendor and *** told me they get all of their parts from a stocked warehouse and that the invoice is what he provided me. I told ******** paid expedited shipping for a part and that I find it hard to believe they stock water heaters. I asked again for invoices and this time *** acknowledged that they do have vendor invoices, but he was not going to provide them to me. I advised *** that I need to review the invoices to make ********** were ordered and replaced. I also advised most of the parts have warranties and that if there are any further repairs that need to be completed on the system, and I utilize another company, I would need the invoices. I have still not received the vendor invoices to date. I advised *** that I had to adjust my tenants rent because of the negligence on his companys part. *** advised me that he issued a check to my tenant for $300. He also advised that he has a working relationship with my tenant, he fixes Now Heating and Air vehicles, and that I did not fully understand the situation. I advised *** that I dont understand why he gave my tenant $300 and not me, the consumer. Furthermore I advised the working relationship between him, and my tenant has nothing to do with **** am asking that Now Heating and Air provide me with vendor invoices before making any further payments. I feel the compensation that was given to my tenant for Now Heating and Airs negligence, should have come to me. Also I feel there may have been parts replaced prematurely because the technicians misdiagnosed and/or did not have the expertise to work on this type of a system.

  Business Response

  Date: 12/25/2022

     I realize the frustration with dealing with rental unit repairs, and know it's not as easy as collecting a rent check, as i am a londlord as well.

  Lets start here:

     When this project started on New Year's eve ********************************************************************************************************************* the unit at all, it was impacted and extremely rusted and had none/or minimal obvious servicing for many many years. This was informed and quoted you on the initial invoice. 
    Landlord decided to have repairs done to the whole system instead. 
  

     We forwarded the images that reflected the findings, and yes it has been a cascade of repairs just as the technician had stated may happen, and had only completed the minimum repairs to get it running again, as you requested, and the system continued to keep failing as expected.
  

     Yes, your ******* did spend many days and hours waiting for technicians and additional repairs as the system kept failing, and the failures were not related to the previous repairs though, just more repairs for worn out equipment.
  

     The confrontation with the Manager was your tenants' frustration with all the repairs, which should be expected as the equipment should have been replaced instead of repaired, but this was what you asked us to do instead of what we recommended.
  

     We forwarded *********** invoices for you to review that reflects all the different repairs and how they progressed. As for the zone valve, as you thought you had already paid for it, but it was on your quote that it was failing but was not accepted by you for us to replace, as it was still working at that time. We had confirmed there were no charges to you for a zone valve according to the records previously.   
  

     The $300 check to the tenant, this was after a conversation with the tenant, and had expressed how much time these repairs were taking away from his job, and also had expressed the financial position it had put him in. The owner of Now had heard of the situation and authorized some help to the tenant, this is not a service discount but a community outreach to help another individual. This hardship did get put on the tenant, as he had to be the one missing his time from his job, and yes we did have some missed appointments, as the dispatcher had sent a furnace technician instead of the boiler technician as needed for this type of system, and our boiler technicians had no availability for several days and is also why we had sent alternative heat sources at no extra costs to keep the home warm, and until the boiler techs could arrive.
  

     Phone calls, I know you asked for us to email you, but this is the collections department trying to collect on your unpaid balance and have already forwarded your invoices several times already and do not get a response.
  

     The invoice from my manufacturer or vendors, as we discussed, we can not share a copy or invoicing on what we pay for our parts and equipment, and sharing this would also breach our confidentiality agreements with the Manufacturers and/or Vendors. Your warranty will be honored from our invoice date from Now Heating and  the length of the warranty can be serviced by any company that is authorized by the manufacturer.
  

     I hope this puts a better light on what happened and why, as these repairs had been a burden on you, and your tenant, and is why we recommended not repairing on your very first visit.
  Owner *******************************