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:11/08/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 had an HVAC heat pump system installed in my home in 2021. When In came time for the annual servicing of the unit covered by the companies contract. I was surprised to learn that the company was not longer in business.
  
  I had contacted the company for several months with no calls back or notification that they were no longer in business.
  
  Attempts to contact them were ignored on numerous occasions
  
  Company was/is: Front Range HVAC - Englewood, CO

• Initial Complaint

  Date:11/01/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  Boiler and hot water tank installed with all new baseboard heaters throughout home finished in March 2023 but not without many issues, very poor installation practices. FAILED to pull plumbing permit with the county, ignored our phone calls after taking our money over $40,000 and required us to visit offices in person to get a response. Boiler is now leaking. Owner Jeremy A**** abruptly closed up shop, sold business contents at auction and made no provisions for warranty coverage for current customers. Not even a notice. He left the state and is now in Florida seeking work.

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 business' phones are being handled by another company, ****** Heating and Cooling. ****** claims that Front Range is no longer in business and also claims that they cannot service my address in Littleton. I want a solution from Front Range regarding who can service my boiler and answer my questions.

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  My family purchased an annual maintenance plan from Front Range HVAC after hiring them to install a full new HVAC system. I’ve called twice to set our pre-winter check-up appointment and both times a different company answered the phone saying that they were helping Front Range out, but they are only helping customers in Castle Rock, not Denver. The first time I called, the woman I spoke with said she would share my name and phone number with the owner of Front Range, Jeremy A****. I never heard back from him and when I called a second time, the woman who answered would not give out any information, a time line on when I would except to hear back from Front Range or what process I should follow to request a refund.

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 9/7/23 my wife and I had Front Range HVAC install a new Bosch heating and cooling system with heat pump. The installation took much longer than expected, ending at about 1am on 9/8/23. We did a quick system check, and the heating seemed to be working well. When we checked the cooling system, the house was already so cool that it we were unable to tell if the cooling system was working properly. When we checked again on the morning of 9/8/23 we found that the heating system works properly but the cooling system definitely does not. With the thermostat controller set to Cooling Only, the fan came on and moved basement air through the registers. The air coming out upstairs was no cooler than ambient basement air. Within two to three minutes after the fan came on the system began blowing air that was much warmer. We got heated air when the heating system should have been off with the thermostat controller setting we used.
  
  We have tried numerous times to contact Jeremy A**** (Owner of Front Range HVAC and primary installer) and Rob T******* (Sales and assistant installer starting about 6pm) through text, email, and phone with messages left when possible. Attempts to contact Jeremy and Rob began on 9/8/23. As of today, there has been no response. Physical addresses listed for Front Range HVAC that we visited show no such business at the given addresses. The residential listings that we have tried for both men are also not current addresses for either. Phone calls for the business are routed to ****** HVAC in Castle Rock, CO. ****** will take messages for Front Range HVAC to "help out" but none of these messages has resulted in a callback since the installation. We want Front Range HVAC to repair the cooling system to proper operation at no additional cost to us. I note that the invoice uploaded shows the wrong date. The date was never corrected since our original inquiry which occurred last year.

• Initial Complaint

  Date:09/08/2023

  Type:Sales and Advertising Issues
  Status:

  UnpursuableMore 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 business installed a new furnace and air conditioner at my home in May 2022. I have had nothing but issues with the install since. The owner even had to come out to look at it in July 2023. The system in August 2023 stopped working and my house got up to 83 degrees inside. I called several times during business hours and emailed and never received any call back. Learned later that the business is no longer operating and the owner is soliciting for new employment. The company handling Front Range’s customer calls doesn’t honor the warranties or service contracts so all of the money customers are spending on fixing their systems is out of pocket.

• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 purchased a new AC unit from Front Range HVAC in 2020, since installation Front Range HVAC has been the only company to service the unit. In April 2023, I started the monthly service plan and scheduled a spring maintenance check of the AC. On 4/25/2023 I paid $844.77 in repairs which did not fix the AC because the compressor had gone out. The compressor is under warranty but was on back order from the manufacture. The part didn't arrive until mid-July during this time Front Range was nearly impossible to reach regarding updates on the part and provided a single portable AC unit for a 2,800 sq ft home. The compressor was installed at the end of July but additional parts needed to be ordered.
  
  In August, I received a text that a tech would be by to install the part on 9/19. I have gone all summer without a functioning AC. I called today (9/5) to verify the appointment only to reach another HVAC company who is taking calls on behalf of Front Range and doesn't have a way for me to reach Front Range HVAC directly. The CO Department of Regulatory Agencies is showing Front Range's license has been expired since February 2023. I'm concerned the I will need to pay another company to repair an AC that is under warranty because Front Range has disappeared. Front Range continues to take the monthly payment for service plan.
  
  I would like direct communication with Front Range to coordinate the repairs to my AC that were caused by the faulty compressor. Additionally, I am requesting a refund for the $844.77 I paid in repairs that were likely caused by the compressor. This does not include a refund for the monthly service plan fee that should also be refunded due to my inability to contact Front Range HVAC.

• Initial Complaint

  Date:07/20/2023

  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.

  I purchased an HV** system in October 2023 for over $13,000. A member of Front Range came in May of 2023 to perform a commissioning and performance review of the system....this led to approval of the system. In June 2023, when we used the ** system for the first time, it failed to work. We made an appointment with a Front Range technician for July 20, 2023 to trouble-shoot the problem. They did not show during the 2-4pm window promised, and we got no text or phone call to reschedule. So far, we have received NO value of the ** system during the summer of 2023...it fails to work, and our calls have not been responded to on the issue. I called on 20 July, but nobody answered, and nobody has responded to my messages. I expect an adjustment to our cost for the system, and I expect the system to be properly repaired.

  Business Response

  Date: 07/25/2023

  Front Range made a clerical mistake that resulted in a no call appointment.  *********************** the Owner of Front Range came out the following day, addressed the issue and created an action plan.  The issue has since been addressed and this unit should be operating properly.  ****************, if this is not the case please contact us and we will address accordingly. 

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20352891
  
  I am rejecting this response because:  This business ended up rescheduling the appointment the next day....it took two visits, but so far, the problem has been fixed.  However, the business did not fully respond to the complaint.  Only part of the complaint dealt with nobody calling me back when I did call the front office AFTER the appointment was missed...the other part of the complaint was that the A/C failed to work from the beginning of use, and I received a test message the day before the original appointment saying a technician was coming between 2-4pm.  Nobody showed up, and nobody called me (I'm talking about the technician who was supposed to show) to notify that they would be delayed, not coming, or be calling for a reschedule.   The fact that the front office person called in sick may explain why nobody callled me back AFTER the appointment was missed, but they miss the point that I got a text the day before saying a technician would be out between 2-4, and no technician showed or contacted me.   If Front Range sends a message saying I need to be available during a window of time the next day, I do expect the technician will respond, not the front desk.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/04/2023

  Hi ****************,

  we understand your point and as explained on your front porch we have extended your membership, utilized this opportunity as a training point and have corrected your AC not working.  Please let us know what else you would like from Front Range.  We are continuously trying to be better and provide the best level service possible.  Like any company we fall short sometimes and attempt our best to correct any issues our clients may have.  

• Initial Complaint

  Date:03/29/2023

  Type:Product 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.

  Purchased Rheem 98% Efficient cold climate air heat pump for $19935.00. I didn't NEED new HVAC, I WANTED more efficient one. Did **************** was in top 5. This is dual fuel system that runs on gas when outside temps are under 40*. Above 40 heat pump takes over. "Old" system was 8+ years old but worked fine. Like many forced air systems the house was warm while on & cooler when off. I wanted variable speed fan to circulate air to even out temps. Builder had earlier done retrofit dual thermostat/zone. It helped some but not to extent I was told it might. BUT IT NEVER QUIT RUNNING. Install by FRHVAC started 2/13/23. There were multiple issues like height of new unit taller than old. Took 3 tries to barely get in, leaving a less than ideal space in flex canvas connection. They replaced mechanical zone dampers with electronic controlled for better control. The issue began immediately when on gas, the furnace would short cycle, meaning it would attempt to reach t/stat setting (68*), could not, would shut down, restart & try again in 4 minute cycles, never reaching 68* usually shutting off at ******. For 38 days they replaced flue, gas valve, had Xcel replace meter, discovered damper wiring reversed & more. On 3/23 they called in 2 Rheem reps. **** comments were dampers too close, canvas flex connector too narrow, may need air deflectors in duct. I was then told they would remove dampers & related wiring, install a simple deflector. BUT I must pay additional $2600 before they would & no guarantee of results. $2600 MORE to remove dampers they installed. I felt the proverbial gun was being held to my head. The forecast was for high temps in the 30's.In my view the problem was in areas/parts they installed. Had they said they'd remove damper & if it ends cycling, all is good. If not then problem is outside the area they had worked in all services would be additional I likely may have agreed at least in part. Would like $2600 back but told them I'd settle for half.

  Business Response

  Date: 03/31/2023

  Attached you will find documentation supporting the situation as explained. 

   

  Front Range was originally hired to install a like for like system.  Based upon the load calculation as per Manual J we followed the Manual S requirements and received a signed proposal to replace with more efficient equipment.  There were no items or mention of the pre-existing conditions that **************** later divulged after our installation was complete.  Front Range found where the homeowner personally admitted to removing returns and relocating his thermostat in efforts to reduce noise and modified the duct work beyond how the original system was designed.  This was roughly 38 days after our original installation.  Furthermore, **************** identified after the installation that he has had performance issues and the original HVAC contractor installed zone controls to divert air to other portions of the home.  We found after reviewing the duct work throughout the home that the design does not follow Manual D specifications.  We have attached our agreed upon contract and the scope of work we were hired to complete.  After identifying all of the aforementioned items we determined additional work was required to hopefully improve his pre-existing conditions (ductwork conditions).  **************** agreed to this work and the work was performed the same day.  Our Service Manager addressed the issues and significantly improved the condition that was irrefutably present prior to our installation and was intentionally omitted by *****************  You will find in the attached documentation that we completed the work we were hired to complete, identified the pre-existing conditions and was hired to correct these pre-existing issues to the best of our ability without having **************** remove drywall, have the home re-engineered by a mechanical engineer and install ductwork properly as they should have been from when the home was originally built.  **************** signed and approved the $2,600.00 work, the work was completed the same day and worked until **** hours as per the client request.  Every phone call and client complaint was addressed.  The client had the ability to seek other proposals for the pre-existing conditions and refused.  The client also agreed to completing the recommended repairs to the pre-existing conditions and now is disputing the cost.  **************** proper and next step to resolve this issue is to remove his drywall and have the mechanical duct system re-engineered and new ductwork installed following Manual D residential duct design. 

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19871225
  
  I am rejecting this response because: Including *** from FRHVAC I had 3 other contractors give me bids. I went into great detail regarding the issues I'd had including the install of the 2nd zone by builder in 2015, rerouting of the return air ducts on both floors. Also, prior to the install I sent pics to *** of the rerouting on 2nd floor & expressed MY concern this reroute may interfere with the new systems variable speed fan feature. The reconnection back to the original vent is included in his contract and likely took ******** 15 minutes to reconnect. Some years earlier I had a contractor add vents to a sun room. At the time that contractor said it may help but not significantly. I discussed with **** & he recommended I disconnect, which I did and he left me some tape and duct sealant in which to do the job with. Relocating the thermostat was my idea and I did it between removal of old furnace & installation of new. I also left the original wiring in place should my idea not work it could be easily restored. **** said he thought my choice to move it from hall to living area was a good idea. **** also agreed that moving the upstair return back to original location was a good idea. THE IMPLICATION THAT I ATTEPMTED TO HIDE ANYTHING FROM FRHVAC IS AN ABSOLUTE FALSEHOOD. No one has yet explained to me why the mechanical dampers installed in 2015 never caused the short-cycling and the new electronic ones did. Once they removed the dampers the cycling ceased. My issue is that FRHVAC installed the dampers. Once removed the problem ceased and yet I had to pay $2600 for them to remove their equipment. Was it faulty equipment or bad wiring. Remember ****** found the orginal damper wiring was incorrect...or was he incorrect? To say I agreed is a bit of a stretch. Yes it was late but in order to try to end the issue I felt I had to agree. To bring in someone else would likely have taken days and to bring them up to speed even more complicated. JUST EXPLAIN WHY THE SYSTEM IS NOW RUNNING FINE, WHY THE RELOCATE OF RETURN AIR IS IN CONTRACT AND WHAT I MIGHT REASONABLY EXPECT WHEN IT TURN WARM AND THE A/C IS CALLED ON AND WHY MY 1 YEAR WARRANTY SHOULD NOT BEGIN 3/23 WHEN I ACTUALLY HAD A FUNCTIONING SYSTEM. AND WILL THE CONTRACTED MAINTAINENCE 
  BE DONE ACCORDINGLY? 
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/06/2023

  The system is working properly now after the approved estimate was completed.  The warranties will be upheld and maintenances completed accordingly.  The removal of the dampers was not a part of the contract and was a result of the pre-existing conditions.  We have all the supporting measurements to prove this.  The duct modifications performed by **************** is wrong and does not follow manual D specifications and should not have been completed by the homeowner. 

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19871225
  
  I am rejecting this response because: First, the homeowner did not reroute the return air duct. That was done by an HVAC contractor in the same fashion he did on several of this model in my area so the supply vents were high & *** were low. My only involvement was sheetrocking the work after completed.

  You use the words pre-existing condition as though any work done previously was somehow kept secret. I went into great detail with ***, **** & ****. The retrofit dual zone by builder in 2015 & rerouting of *** in 2016 that never created any issue. I have always said the retrofit worked, just not to the level I was led to believe it would. Initially the temp variations between floors were 10*. Afterwards the variation was 5-7*. It would seem every replacement job you do has pre-existing conditions. It also seems you're conflating my bringing the Rheem reps up to speed as the first any of you heard of any of this & yet the reset of the upstairs *** is the last line in ***'s contract.

  You also use approved contract signed by me pretty freely. In the words from a well know movie you made me an offer I could not refuse. **** said I was free to get another opinion or estimate. The forecast for the following 3-4 days was in the 30's and the system was still short cycling. It could have taken days to get someone out to look at situation a more to resolve. We used our gas fireplace more in that 38 days than rest of winter. It is highly unlikely that any reputable HVAC contractor would accept a job if I opened the conversation by saying FR installed a CCAHP & it has not run properly since they did. Would you come over & fix it? This likely would have voided my contract or freed you of any liability. 
  

  *** did an excellent job convincing me that your company was my best option. From day 2-3 of the install I felt I had made an error in judgment because of all the time consuming mistakes or delays done by FR. I am not convinced that the dampers were somehow not installed or wired properly.

  And this was never a like-for-like install. I had a conventional HVAC & wanted a CCAHP. I had done my research & when *** said ******* could take a while to get I was ok with ***** because both are in the top 5 of recommended ccahp.
  Sincerely,
  
  ***************************