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:12/27/2023

  Type:Sales and Advertising 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 called Lion Home Service to schedule an appointment for an estimate on the installation of an EV electrical set up ** the garage. On 12/8/2023 a certified electrician arrived for the estimate. He looked at the electrical box, the garage and the Tesla charger to put together an estimate for the job. I agreed to pay half $1092.50 on 12/8/3023. We set a date to install on 12/13/2023. He said it would take 1 full day. Another electrician arrived on 12/13 and said the first one was no longer there. He started the job but didnt finish and needed to come back 12/14. That night I realized I couldnt close the garage door. He had unplugged all electricity to the garage. I had to manually close the garage, I had 3 freezers full of meat unplugged. As well as my hot tub. I had to pay for a charge because I couldnt even charge my car with the regular plug in. The electricity did not come back up until 12/15. On 12/15, the electrician stated I would need to pay for an $800 transformer on top of the original estimate. He said he would come back that afternoon, never showed up. He called and said he would finish 12/18. He called on 12/18 and said he was the only electrician and wouldnt be able to finish the job on 12/18. I received a call from the office on 12/19 and the soonest I could get the job finished would be 12/29. Nothing has changed. They have breached the contract by not getting it completed as they said they would. I would just like my money back so I can find another company that wont give me the runaround. I received a call today 12/22 from *****, who didnt want work with me and was not helpful whatsoever. I think Ive been quite patient with this company but ** simply asking for a refund, please.

  

  Business Response

  Date: 12/27/2023

  At the time of the call with *****, the customer was advised that she would not be responsible for the additional $800 for the transformer as the project was not priced out correctly. We are willing to complete the work, along with the installation of the transformer for her. Although she was initially advised that we would not be able to complete the job until 12/29, when ***** spoke with her, she was advised we could get out there right after the holiday, and before the 29th. We did apologize for the frustration of the ongoing work due to changes in staffing, but client refused to have our other electrician out to complete the work, even when advised it would only be a few hours of work as confirmed by that electrician. Since work has been started, we cannot provide the refund, but we are still willing to complete the work, include the transformer, for the original pricing of $2185, to which she has paid half. If she would like the work completed at this time, we are happy to do so.

  Customer Answer

  Date: 12/28/2023

  Complaint: 21049136
  
  I am rejecting this response because:

  Lion Home Service has breached the initial contract by not completing the installation by the completion date, as of Wednesday, December 13, ************************************************** 1 business day as originally promised.  Therefore, I am demanding a full refund.

  The EV Charger has not been installed, in fact nothing has changed after 2 1/2 days.  I have gotten nothing but lies and empty promises with the runaround from this company.  *************** and said it would take another couple of hours but she has no idea.  The electrician himself told me it would take another day to finish the project.  Just another lie!!!

  I have already hired another electrician to help me with this installation and will let everyone i know about the very poor service this company has to offer.  I will never give this company another dime of my money.

  Regards,
  *************************

  

  Business Response

  Date: 01/04/2024

  I am able to remove the balance due since we are not able to return to complete the work, however we cannot process a refund as work has already been completed.
  

  We have replaced all the old wiring from the overhead connection from the house to the panel (about 50 feet of piping). This was part of the original scope of work, however was listed as up to 30 feet, so additional work was done outside of the scope at no additional charge.

  We added a new breaker to pull the additional 50 amps- this was also outside of the original scope of work and not charged to the customer.

  We corrected a tangle of wires, cleaned it up and added a new junction box where it comes into the house, the junction box was part of the original scope of work.

  The two items outlined above as part of the original scope of work comes out to a total of $970.00. Customer has paid a total of $1092.50

  I am happy to return the difference of $122.50 and remove the balance for work not completed as mentioned above

  
  

  Customer Answer

  Date: 01/04/2024

  Complaint: 21049136
  
  I am rejecting this response because:
  

  I had to hire another certified and more qualified electrician to complete the install.  For the life of him, he could not understand what you're less than adequate electrician was doing for 2 1/2 days.  He estimated approx $200 worth of parts replaced, which just proves how overcharged this company will rake a single female over.  My electrician went to ********** and I paid for the replacement parts (receipt included).  It's quite obvious, Lion Home Electrician dillydallyed around for 2 1/2 days and I'm suppose to pay for his insufficient work?  Let's face it, your electrician did not know what he was doing and that's why he had to have another electrician come by on the 3rd day and it still didn't get done.   I paid money for a qualified electrician that was suppose to complete the install in one business day and I shouldn't have to pay for insufficient work that was going to end up taking another day on top of the 2 1/2 days work, not to mention the inconvenience of no electricity in my garage for 2 1/2 days, causing me to have to pay to charge my car elsewhere.  I am rejecting your measly payout!

  Regards,
  
  *************************

  Customer Answer

  Date: 01/08/2024

  Lion Home Service did not send me a copy of the invoice I originally agreed with.  I paid half upfront like they wanted me to but never sent me a receipt, another proof of poor service.  The lack of communication has caused great distress in my daily life.  I sent you the receipt I had to pay another licensed electrician to complete this requested installation.  

  Customer Answer

  Date: 01/09/2024

  Receipt added

  Customer Answer

  Date: 01/10/2024

  I know this is just a screenshot of what he charged me but he didn't give me a receipt.  I did pay him an extra $100 on the labor and whatever the cost of ********** was. Thank you

  Customer Answer

  Date: 01/18/2024

  THANKS FOR NOTHING!  I DON'T KNOW WHY I EVEN THOUGHT YOU COULD HELP!! YOU PEOPLE ARE COMPLETELY WORTHLESS!!!!!!!!!!!!!!!!!!!!!!! SORRY I WASTED MY TIIME THINKING YOU COULD HELP RESOLVE THIS ISSUE!!!!!!!!!!!  FUCKING WASTE OF MY TIME!!!!! WHAT GOOD ARE ANY OF YOU!!!!! I WILL LET EVERYONE ONE KNOW THE LION HOME SERVICE ***** AND SO DOES THE BBB!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

• Initial Complaint

  Date:12/11/2023

  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.

  Lion sent a completely unqualified electrician to service my electrical panel. The indoor panel had minor damage. Since he didn't know what he was doing he ended up replacing the indoor panel and outdoor panel after sending me four different quotes. I should have told them that to leave immediately but I had contacted a few electricians without luck and really needed the job done. The house was without electricity for 4 days because he said that the inspector was not available on weekends (they are). When the inspector did come, they were flabbergasted with the work that had been done and completely rejected it all. Lion had to send out someone competent to fix all the mistakes. More days without electricity. Lion set up a 12 month payment plan but never charged me. Four months after the work was done, I received a letter saying that Lion was going to
  put a lien on my house if I didn't pay, even though they had never billed me (and they sent this letter to the wrong address). I contacted Lion and their customer service was worse than their electrical work. Karen Smith from Lion repeatedly threatened me with sending me to collections as I was trying to argue my case with them. She also refused to provide me with the general managers contact information. Overall the worst experience I've ever had with any contractor. My main issue is with the unqualified person they sent to my house. Electrical work is dangerous and people could have been killed. Lion Express zero remorse about this and when I brought up that they clearly have a bad process that lead to this, they basically said things were working as intended. They should not be allowed to work on anyones fine without a strict audit.

  

  Business Response

  Date: 12/12/2023

  Providing multiple estimates for proposed work is a standard practice for us in order to give options to clients. This allows clients to choose the option that best meets their needs and budget. The home was without power for 4 days- day 1 being the day we started work; day 2-3 was the weekend, and day 4 was when the inspection occurred after work was completed. To OUR knowledge, inspectors do not work the weekends and it is not common operation for them to do so. Our permit coordinator works very closely with multiple towns and counties for inspections and weekend inspections are not a normal occurrence. The 12 month "plan" he references is 3rd party financing which the client needs to accept once the work is completed. We have no control over this, other than to notify the customer when payment has not been received (in this case the financing not being accepted so it can process and we get paid through the finance company). There is no bill that would come from us since it is financed, and the letter is a general letter advising of the actions that may be taken if the payment process isn't fulfilled; not unique to this customer and is a general letter that goes out to all customers with a past due balance. During email correspondence with the customer, no threats were made as it was just clarifying the steps that would be taken if the financing was not accepted for payment on his end. 
  The General Manager was notified of his concerns, but name and number of the GM is not something freely given out to any customer. 
  Power was shut off at time of work, so although I agree that electrical work can be dangerous, all work was done with power turned off and there was no danger to any person in the home. A second/different electrician was sent in an effort to provide the best service, as well as meet the request of the customer to not have that same electrician out to the home. 
  I have attached a copy of the letter sent regarding past due balance. The email string is too large to attach, so I will forward to my contact at the BBB to attach manually.

• 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.

  We had a Daikin Furnace installed by Lion on February 8, 2023. Since that time, we have had 2 other heating companies come out to repair this furnace. Both said it was installed incorrectly and we have paid approximately $1500 so far for the repairs. Lion said only if THEY come to look at it, we won't get any sort of refund. We don't want them messing up anything else! We also had a steam humidifier installed - they took out our old funace and humidifier (stating that the humidifier would not work with their system), both of which were working fine but we were trying to be proactive because the old furnace was 17 years old. Today, we had someone out to fix the humidifier because it wasn't working. We were informed by this company that it wasn't working because it had never been programmed! And it had a dirty filter in it! How can that be?? Obviously, they put in a used humidifier and we're wondering about the furnace also now. When I called Lion, I was told that we should have had it inspected by the Town of Johnstown...What?? I knew nothing about this! I called the Town of Johnstown and was told that the company was supposed to have it inspected. Not only is this company incompetent, they are also very unethical. We definitely want a refund on the $3,386.00 humidifier that is used and was never programmed to work!

  

  Business Response

  Date: 11/16/2023

  Unfortunately, we have not had the opportunity to assess the furnace or the steamer that were installed because the client had not called us to advise of any issues. Since the install in February, we did not receive any calls advising of issues with either unit. We have called out to the customer, and been to her residence for other work unrelated to this, since then and no mention of any issues with the furnace or steamer were mentioned. We cannot take the word of other companies advising things were "installed incorrectly" and we cannot provide a refund for work done by other companies when new equipment would be covered under our guarantee. If it was installed incorrectly, then having us come back out to assess and correct any issues, would have been done at no cost. We do not install used equipment, as we do not have the warehouse capacity to store used equipment nor could we warranty/guarantee said equipment. The steamer is attached to the furnace; if the furnace is running it is pushing air through the filter on the steamer whether it is programmed or not. Customer also advised on our recorded call today that the company that worked on the humidifier admitted that they don't install that brand, so I will question the validity of them saying it was installed incorrectly. We do not inspect our own installs as inspections are through the city or county. A letter was mailed to the client in April advising of the need to get the unit inspected. Nothing we have done is incompetent or unethical, we just had not been given the opportunity to verify and rectify any installation concerns. The customer did call in on 10/30/23 after 5 PM to advise of an issue with the furnace and an appointment was scheduled for same day/emergency service. When dispatch called to advise her we had 3 jobs ahead of her, she immediately requested we cancel the appointment because she had someone else on the way already. We still did not have the opportunity to assess the unit. Due to this, we cannot refund the requested amount as the unit is not used and we did not have the opportunity to investigate the issues. 

  Customer Answer

  Date: 11/16/2023

  The furnace was installed in February, 2023. We had Lion come out on 6/22/23 to drain our hot water tank. At that time, all we needed was to have it drained and serviced and the valve ended up being broken - the technician, unbeknownst to us, had cleaned the water up with one of our good bathroom towels and thrown it in a closet downstairs that we rarely go into so obviously, we wouldn't see it. Since it was summer, we didn't realize there was anything wrong with the furnace or humidifier. On July 26th, we noticed there was hot air coming out of the front of the furnace.  Since we couldn't trust Lion, we called someone else.  We knew the dampers weren't opening and closing correctly on the furnace between zones because the Lion technician told me he had done the best he could but wasn't sure they would work. So, this new company fixed the air issue and the dampers.  When the furnace completely shut down on October 30, 2023, I called Lion because the furnace was under warranty.  It took over an hour for Lion to return my call and when they did, I was told there were 3 others in front of me.  It was already 7 pm and who knows how long it would take for them to show up!  There was no mention of any appointment! I said I would try someone else as it was getting colder.  This second company (different from the one that fixed the first problems) showed up within a half hour and told us the blower motor had gone out!  Already?? We never had anything like this happen with our first furnace that lastest 17 years. He ordered a new one and was back at 8 am the next morning so we could get some heat after a very cold night.  Both companies remarked that the furnace had been incorrectly installed, not to mention they said that no company uses duct sealant instead of silicone tape!  If the furnace ever had to be taken apart, it would be like having to bore through cement, according to them.  I never said the steamer was installed incorrectly.  All I said was that it wasn't working.  We had asked the second company to please fix it since they had fixed the furnace.  Even if the steamer wasn't ever programmed, which it should have been, would the filter get that dirty?  The air filter isn't even dirty.  More importantly, why wasn't it programmed??  And the technician today actually called the company that made the steamer in order to fix it and specifically asked if a program could have gotten erased to which the company told him absolutely not.  So, now we have at least three strikes against Lion with all of these issues and they want to know why we won't let them come back and try to fix something?? Really??  After all this??  Even if we did, we'd have to monitor and video their every move.  We don't have time to babysit technicians.  Then when I called Lion today about the steamer, I was asked about the inspection.  What inspection??   No mention was EVER made about getting an inspection from the Town of Johnstown.  I received something from Lion in April - it was a permit but I didn't notice the fine print that said we needed a final inspection or an expiration date.  Why wouldn't the Lion technicians TELL us that we needed to get a final inspection?  When I called the Town of Johnstown about this, I was told that the company usually does this.  NOT LION!  So we have an inspection on Monday since NO ONE ever mentioned having to get one.  For all of these reasons, we do not want Lion coming into our home to damage or destroy anything else. We don't want this steamer, since it's not working properly, and we would be happy to return it to them in order to get the refund.  We want a steamer, but one that works and someone to put it in that will actually program it!  That isn't Lion.  

  

  Business Response

  Date: 11/20/2023

  Unfortunately, without the opportunity to assess the furnace or the steamer in a timely manner we cannot offer a refund. The furnace was working after the initial install in February when it would have needed to be running and operating at capacity. When the first concern occurred, we were not given the opportunity to assess and repair. After the water heater visit, we called to verify the visit went well- we spoke with the client who confirmed the visit went well and no issues. At no time was anything mentioned about water being cleaned up with a towel. Regarding the visit for 10/30/23, the recorded call clearly states that she was being booked for an emergency visit, the dispatch fee was being waived because she was a member and that he couldn't give her an exact time because it was after hours; so there was awareness and confirmation of the appt being booked. When our dispatcher called to advise her of the situation (3 other no heat situations in front of hers) she advised they already had another company on the way, not that she needed to find another company. 

  I understand she has frustrations, but without the opportunity to assess the units, we cannot take another company's word on it being installed "incorrectly".  The customer received the permit paperwork and the information to schedule the inspection. We do not schedule the inspection as we would be a middle man trying to coordinate schedules between the town inspector and the customer when it is best to have them speak to each other for scheduling convenience and efficiency. 

  We cannot provide a refund, especially in the amount of thousands of dollars, without being able to look at the unit and make corrections under our guarantee even once. With multiple other companies having worked on the units since install, we also cannot confirm how it was installed and what was done by the other companies. 

  Customer Answer

  Date: 11/20/2023

  We are not asking to have the furnace refunded.  We've already paid an additional $2000 to repair the furnace.  We are asking for a refund for the steamer humidifier, which is still not working and cost us $3,386 for Lion to install it.  

  Regarding the guy that supposedly drained the water heater, he came upstairs with water all over him!  He said he cleaned it up but we didn't discover the hidden towel until much later.  Neither of us recall anyone calling to verify how the visit went but as I said, we didn't discover the towel until later so we wouldn't have known about it to inform Lion. How the water heater got broken is another story that we really don't know how it happened.  Basically, if Lion personnel ever comes into your home, you need to videotape and stand to watch them the entire time in order to see what exactly was done, which we would have to do if we allowed them into our house again.  Very time consuming!

  Regarding the furnace inspection, we were told by the Town of Johnstown that the inspection should be scheduled by the company installing it.  I followed up by calling a few random furnace companies and I was told by all of them that they scheduled the inspection because that was part of installing a new furnace.

  Regarding the call on 10/30/23, I already explained that the after hours calling center said someone from Lion would call me back.  Because it took over an hour for Lion to get back to me, I called other companies just to see if anyone could get to our house soon - it was already 7 pm.  Who knows when Lion might have gotten around to our house after their other 3 ahead of us?  One of the other companies could get someone out immediately so we opted for them.  Why should we wait into the late hours of the next morning to have Lion possibly come to our aid??

  We are left with some really important questions that we would like Lion to address :  On what basis did Lion select the size and model of the furnace they installed?  In addition, we would like to know if it is common practice at Lion to use duct sealant to attach the furnace to the upper unit?  If they can't answer these questions correctly, then we'll know that they weren't competent to install a furnace in the first place.

  Customer Answer

  Date: 11/21/2023

  Complaint: 20881562
  
  
  
  I am rejecting this response because:

  We are not asking to have the furnace refunded.  We've already paid an additional $2000 to repair the furnace.  We are asking for a refund for the steamer humidifier, which is still not working and cost us $3,386 for Lion to install it.  
  
  Regarding the guy that supposedly drained the water heater, he came upstairs with water all over him!  He said he cleaned it up but we didn't discover the hidden towel until much later.  Neither of us recall anyone calling to verify how the visit went but as I said, we didn't discover the towel until later so we wouldn't have known about it to inform Lion. How the water heater got broken is another story that we really don't know how it happened.  Basically, if Lion personnel ever comes into your home, you need to videotape and stand to watch them the entire time in order to see what exactly was done, which we would have to do if we allowed them into our house again.  Very time consuming!
  
  Regarding the furnace inspection, we were told by the Town of Johnstown that the inspection should be scheduled by the company installing it.  I followed up by calling a few random furnace companies and I was told by all of them that they scheduled the inspection because that was part of installing a new furnace.
  
  Regarding the call on 10/30/23, I already explained that the after hours calling center said someone from Lion would call me back.  Because it took over an hour for Lion to get back to me, I called other companies just to see if anyone could get to our house soon - it was already 7 pm.  Who knows when Lion might have gotten around to our house after their other 3 ahead of us?  One of the other companies could get someone out immediately so we opted for them.  Why should we wait into the late hours of the next morning to have Lion possibly come to our aid??
  
  We are left with some really important questions that we would like Lion to address :  On what basis did Lion select the size and model of the furnace they installed?  In addition, we would like to know if it is common practice at Lion to use duct sealant to attach the furnace to the upper unit?  If they can't answer these questions correctly, then we'll know that they weren't competent to install a furnace in the first place.
  
  
  
  Regards,
  
  
  
  Susan Manning

  Customer Answer

  Date: 11/21/2023

  We had the inspection on the furnace today, which, of course, didn't pass.  We need information from Lion so we can try to get this furnace to pass inspection so we called Lion at 10:38 a.m. today and spoke with Alice, who said she would have the service department call us back shortly.  So far, shortly means more than 5 hours as we have not heard from anyone yet!  

  

  Business Response

  Date: 11/21/2023

  We are in the process of getting the inspection report from the town. Johnstown uses a third party company to do the inspections so we do not have immediate access to the report. I cannot comment on the results without seeing them first. The auto-notification from the town advised we should have a response within about 1 business day, so hope to have the report tomorrow and will respond at that time.

  Customer Answer

  Date: 11/27/2023

  Complaint: 20881562
  
  
  
  I am rejecting this response because:

  For the second time since having this furnace put in by Lion in February, 2023, it stopped working tonight - it's 9 degrees outside!!  For 16 years, we never had any trouble with our old furnace- We're not sure how badly Lion messed up in installation, but now we're looking at asking for a full refund so we can have a reputable company install a furnace that works!  Ridiculous!!
  
  
  
  Regards,
  
  
  
  Susan Manning

  

  Business Response

  Date: 11/27/2023

  As with the humidifier, no refund can be provided as we never had the opportunity to assess the furnace or humidifier or to repair under warranty/Lion guarantee. We are still waiting on the inspection report from the town, as there is a delay due to the holiday. We have reached out again today looking for an update or the report itself and can follow up on this complaint as soon as we have that information. At that point, we will likely offer to come out and make any repairs to pass inspection, but since the client has had multiple other companies out to service the units, we cannot offer a refund. We have no information on how or what they found that they are deeming it "installed incorrectly". Regardless, because they have serviced the units multiple times and we have not been given the opportunity to address it ourselves, no refund will be provided.

  Customer Answer

  Date: 11/27/2023

  I just got off the phone with Karen Smith from Lion, who basically told me that unless we allow Lion to come into our house, they will not do anything even though we have a non working humidifier steamer and a furnace that has quit working twice in less than a year and has not passed inspection. I told her they have messed up the two times we allowed them in our home and one of their employees actually said he did the best he could do so there’s no reason to have them try to fix something that they already said they’ve done the best at! The inspector said to have another company fix the things that didn’t pass the inspection and have Lion pay for it but Karen said they would not so this furnace will never pass inspection then. The inspector actually told us that he’s inspected over one thousand furnaces and he’s never seen the cement type stuff that they used instead of using silicone tape that 3 companies have told us they should have used. And they put in the wrong sized piping, according to the Daikin installation book. Lion is very incompetent, which is why we don’t want them in our home to destroy anything else. We are at an impasse unless they pay us for damages we’ve already incurred in trying to get a working furnace. All we originally wanted was a refund for the humidifier that wasn’t programmed when they installed it so it has never worked but now we’ll have to pay someone to get this cement off the furnace on top off the already almost $2500 in repairs from their negligence. We just want what’s fair but Lion is not a fair company. 

  Customer Answer

  Date: 11/28/2023

  I have attached the bills that Lion has charged us except for the water heater draining, in which the Lion person broke the nozzle and had to replace it then mopped up the water with a towel that he stashed in a closet and we didn't find for a couple of weeks, which is why we didn't want to deal with them again.  I have also attached the bills we've incurred so far by 3 different companies.  One company put in the damper motors that Lion told us he couldn't do, saying he did the best that he could, the next company's bills for replacing the blower motor when our furnace stopped working in October and it was an emergency visit (Lion had 3 other people in front of us and didn't call us back for over an hour but this company could come immediately), and the third company that came when the furnace stopped again on 11/25/23.  That company gave me instructions on trying to get the snow away from the tubes coming out of the house, which I did at midnight with 6 degree temperatures, then instructed me to turn the furnace off and back on.  The furnace came back on but we had him come back on 11/26/23 because we wanted to know why it stopped the night before.  He only charged us $80 on a Sunday and was here 4 hours but he will return next week to put in the correct 3" pipe that should have been put on in the first place, according to the Daikin manual, which, by the way, Lion did NOT leave us an owner's copy for the furnace so we had to look it up online.  Next week's visit will be approximately $400 to replace the 2" pipe and shorten it, according to the manual, from 5 ' to 1 '.  Had Lion technicians read the manual before installing our furnace, we wouldn't have to have another company do this.  Hopefully, this will prevent the pressure build up that stopped the furnace from working over the weekend with 6 degree temperatures!  The second company also spent 4 hours here in trying to fix the steamer humidifier that we paid Lion almost $4000 for but his charge was minimal as well for that time, which we appreciated.  The steamer humidifier has yet to work as it was not programmed by Lion.  We do not want this humidifier as the 3 companies that did the repairs do not recognize this brand.  It also came with a dirty filter so it was probably not new to begin with, so we'd like a refund for sure on this! As we've stated numerous times, we DO NOT want Lion to come into our house again.  It takes trust to allow someone into our home and we do not trust this company at all.  They've proven to us on the two times they were here that they are not to be trusted and are incompetent.  We're still trying to fix all the mistakes they made!  We went 16 years without a worry about our furnace or humidifier and now we're constantly worried that our furnace will stop working again as it has twice in the last two months.  Just doing this paperwork, which has taken me one and a half hours, is time that I can't recoup, not to mention all of the time and stress of having other people in our house to assess the problems and make necessary repairs.  I've had 3 sinus surgeries and really need a working humidifier but we are going back and forth with Lion in getting a refund so we can get a working humidifier.  I've been using manual humidifiers in the time being.  This furnace has also not passed inspection as you can see from the report.  All of the companies and this inspector don't know what kind of caulking (Mastic or Pookie) Lion used on this furnace and they all have said that eventually, we will have to go into the places where this concrete like caulking is so we'll need a drill or something to get rid of it so that will be another expense on our part.  The way this caulking has been applied has sealed the door that allows access to A/C unit directly attached to the furnace.  They all asked why silicone tape was not used??  The inspector actually said that he's inspected over 1000 furnaces and has NEVER seen anything like this! He told us to call another company to have these items that don't pass inspection fixed, then bill Lion for it.  If Lion would refund the humidifier and money we've had to spend to get these repairs done (keep in mind that we'll have another big expense next week with the new piping and we have to find someone to take off the concrete caulking), the issue would be resolved.  Please let me know if the attachments did not come through so I can get them to you.

  

  Business Response

  Date: 11/30/2023

  With the additional information of the invoices from the other companies, and the inspection report, here is my response:

  1- The inspection report does not indicate any issues with the functionality of the furnace or the steam humidifier. The report only states the wiring must be wrapped in conduit and secured- neither of which effect the functioning of the furnace or steamer. The Pookie sealant that we use is used on all of our installs and has passed a multitude of other inspections. His report also states he is only looking for more information and not that it was incorrectly sealed.

  2- First invoice speaks of a damper, which has to do with the ductwork and does not effect the functioning of the furnace

  3- Second invoice gives no explanation on why or how the blower failed and states it was replaced under warranty, which indicates a failed part and not poor installation. It also states that this was for a furnace maintenance and that the furnace is fully functioning and in good working order

  4- Pressure switch failure was a second stage pressure switch and should be a high altitude pressure switch. It is unclear from the invoice if this was replaced or not, but based on the charges it would appear not. For this we can provide a refund of $364 which is what we would charge for the replacement of that part.

  Based on 3 other companies going out on 4 different occasions, and nothing noted about the "poor install" the customer is referring to being mentioned, we cannot provide any further refund than the $364.00

  Customer Answer

  Date: 12/01/2023

  Here is our response:

  1. The inspection report does not indicate any issues with the functionality of the furnace because we had other companies fix the issues when it stopped working!  The wire that is exposed is a violation of state code, because it is hanging from 8 ft down the side and front of the furnace but we will have it wrapped in conduit by another company because Lion failed to follow state code.  The Pookie sealant (which the inspector has NEVER seen before) restricts getting into a panel that we will need to get into for the air conditioner.  This panel will be ripped to shreds when we try to remove the sealant so we will have to purchase another part in order to have a working furnace.

  2. First invoice speaks of a damper because we have a two zone system.  It doesn't affect the functioning of the furnace but has a large effect on warming the house because the damper would either only put heat on the top floors of the house or only on the basement floor of the house.  We would like all of the parts of the house warmed.  This is something furnace installers should understand and know how to install, as it all worked great before Lion installed the new furnace.

  3. The blower motor was loose, which probably caused it to fail.  Once again, the furnace totally failed and was only in good working order once it was serviced.  The motor was under warranty but the labor was not.  

  4. Pressure error occured because the Daikin manual said a 3" pipe should have been installed instead of 2" piping.  For the second time in less than 2 months, the furnace stopped working again, requiring us to get emergency help at 11:30 p.m. in 6 degree weather! The piping will be replaced at a cost of $400.

  Lion failed to mention a steamer humidifier that we paid almost $4000 for and has not functioned since they installed it in February, because, according to the humidifier company that makes it, the humidifier was never programmed.  However, the filter is filthy dirty, which suggests this humifier was used before or a dirty filter was installed.  I have attached pictures of the dirty filter and what a clean filter should look like.  Lion's claim that it got dirty from the air blowing through it doesn't make any sense since it wasn't operational.  The air filter that Lion installed is clean so obviously, the air wasn't that dirty.

  Lion has caused us so much stress and cost us more money than anyone should have paid by making incompetent mistakes putting in a furnace and has made no reference to a $4000 humidifier that has never worked!

   

  Customer Answer

  Date: 12/01/2023

  One more item:  When we removed the dirty filter, there was only one screw holding the unit on.  We found numerous screws all over the floor that Lion failed to clean up but none fit the humidifier so not only do we not have a working humidifier, it's being held up by one screw.  See picture attached.

  Customer Answer

  Date: 12/08/2023

  After 10 months, we have paid to have another company fix the humidifier so it is now working.  We have not received any money from Lion, even though they said they would pay to have the tubing fixed (Lion put in the wrong sized tubing, which caused the furnace to quit working).  We have now paid another company to fix the tubing and would like the money from Lion.  And we still don't have anything signed off by the inspector so this furnace still has not passed the final inspection with the Town of Johnstown.  We extended the permit once and the deadline to have the inspection finalized is January 2, 2024.  We don't know if Lion has provided the needed information that the inspector asked for.  How can we find this out?  

  Customer Answer

  Date: 12/11/2023

  Since we have had no reponse from Lion, we agree to Arbitration.

  Customer Answer

  Date: 12/11/2023

  If Lion will reimburse us $1732.70 (the amount we have paid to get our furnace workable), then there is no need for arbitration.  If they refuse, then we will go to arbitration.

  

  Business Response

  Date: 12/12/2023

  After 10 months, we have paid to have another company fix the humidifier so it is now working.  We have not received any money from Lion, even though they said they would pay to have the tubing fixed (Lion put in the wrong sized tubing, which caused the furnace to quit working).  We have now paid another company to fix the tubing and would like the money from Lion.  And we still don't have anything signed off by the inspector so this furnace still has not passed the final inspection with the Town of Johnstown.  We extended the permit once and the deadline to have the inspection finalized is January 2, 2024.  We don't know if Lion has provided the needed information that the inspector asked for.  How can we find this out?  

  Our install manager has made an attempt to reach out to the inspection dept of Johnstown with the information on the sealant with no success in contacting the original inspector. Having another company fix the tubing is new information; what was the cost for this? The customer must schedule the inspection, but since she will not allow us in the home to make any repairs, she will need to have the wiring enclosed in flex conduit and secured as the inspection report states before having an inspector out again.

  

  Business Response

  Date: 12/19/2023

  At this time, the refund we would be willing to provide for this situation would be $500.00

  Customer Answer

  Date: 12/21/2023

  We have not heard anything about the inpection report from Lion!  Have they received it?  We had the inpector here today and the furnace failed for the second time!  Will Lion take any sort of responsibility for all of the payments we've had to make to get a working furnace?  Offering $500 is a drop in the bucket.  Lion is unreliable, unethical, and they shouldn't have a license to operate!  When they replaced our furnace in February, they switched out all but two of our smoke detectors - we didn't have them switch the two downstairs because we had just had them replaced.  But they left the two boxed smoke detectors for us.  Today, we walked into the hallway out to the garage and the smoke detector was hanging by the wires from the ceiling!  It just fell out of the ceiling!  On closer inpection, we saw that there was only one screw holding it up and the unit had come off the screw.  Why would they only secure it with one screw when there are openings for two screws??  It was our steamer unit all over again, being held up by only one screw!  I went to get the two boxes with the smoke detectors that they didn't put up to get an extra screw but neither box had any screws in them AND the tab was pulled off the batteries in both of them so they were beeping as I touched them!  Why would Lion take the tabs out of the batteries on the smoke detectors that they weren't going to install??  This company is SO incompetent!  They should be shut down immediately as we're not the only ones they have taken advantage of. Both inspectors have said that they've never seen any company use duct sealant to seal a furnace.  Lion has no idea what they are doing.  They both said the sealant will be impossible to remove, so we should get compensation for that as well because we will likely have to put in a new furnace when someone tries to remove it.

  We will NOT accept their measly $500.  We have paid over $1700 so far just to get a working furnace! We will be more than happy to go to arbitration as this company needs to take some sort of responsibility for their incompetent actions.  They need to learn that they cannot act like a furnace company because they are not one.

  Customer Answer

  Date: 12/21/2023

  Complaint: 20881562
  
  
  
  I am rejecting this response because: They owe us much more than $500.  We have paid over $1700 (I sent copies of receipts so far) just to get a working furnace and it still hasn't passed an inspection yet so we'll have to shell out more money to get it to pass final inspection.  Lion needs to take responsibility for their incompetent actions in not installing a furnace (and now smoke detectors -see previous notes) correctly.  If they won't pay, then we will be happy to go to arbitration.  We definitely have a good case against them and the pictures and inspectors notes for proof.  This is going on a year now and we're sick and tired of dealing with them!
  
  
  
  Regards,
  
  
  
  Susan Manning

  

  Business Response

  Date: 01/02/2024

  Better Business Bureau:

  I would like my complaint ID 20881562, to be handled through an Arbitration hearing with BBB.

  Regards,

  Karen Smith

  Customer Answer

  Date: 01/04/2024

  Attached is our signatures for arbitration.  Susan Manning and Mark Manning will attend.

• Initial Complaint

  Date:11/06/2023

  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.

  Furnace & AC installation on Oct 13,2023. job not finished due to hole in front of Furnace ( possibly a missing handle for door) I've called several times & have finally been told I need to find out what it is, where to order it ( and at my expense). They don't have a phone or website information for me to contact anyone! In addition the Furnace warranty info for registration of the product has not been made available! According to Kathy ( I believe that's her name) they can't give it to me because they don't know how!! HELP! FINISH THE JOB & SHOW THAT I'M REGISTERED PROPERLY ON MY FURNACE WARRENTY!!!

  

  Business Response

  Date: 11/06/2023

  The installation of the AC
  and furnace are complete and both units are fully functioning to our knowledge.
  As discussed with the client on 10/27/23, we are looking into the missing
  handle or name plate that goes on the front of the unit. This "hole"
  does not prevent the functionality of the unit and is for aesthetic purposes
  only. It is not something that can be easily ordered separately, so we have
  reached out to the manufacturer to identify what belongs there and how to get a
  replacement, and will follow up with him once we have the information and/or
  part so we can return to attach it. All of this information was provided to the
  client at the time of his call on 10/27/23.
  Regarding the registration for the warranty. This is not a
  service we provide for mobile home furnace units, which was explained to the
  client on 10/27/23 as well. There are too many different manufacturers for
  mobile home furnaces, and because of this we do not provide this as a service.
  Client was advised to refer to his owner's manual, which he confirmed he had,
  for registration of the unit. We do not have the ability to register for him,
  and there is nothing in the estimate or invoice that states we will register
  the furnace on his behalf.

  Customer Answer

  Date: 11/06/2023

  No such information 10/27,was provided  to me! I ASKED REPEATEDLY AS TO HOW TO PROCEED ON WARRENTY PROTECTION & PRIOR TO INSTALLATION  NOTHING WAS MENTIONED, NO ASSISTANCE ON PHONE NBRS OR CONTACT IN FORMATION WAS PROVIDEED! Nor did they have an inclination to do so!  They simply are lieing!! 

  

  Business Response

  Date: 11/06/2023

  During my call today with the customer, I provided an appointment to have the name plate attached to the front of the furnace. This will be done tomorrow, 11/7. On the same call, I Googled the furnace manufacturer and provided the website to the customer, along with directions on where to go on the website so he can register his equipment for warranty. During the original call on 10/27 I provided information that was currently available to me, which was that registration information should be in the back of the owner's manual. All concerns should be addressed as of this point.

• Initial Complaint

  Date:10/06/2023

  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.

  Date of transaction: September 19, 2023 Agreement: My air conditioning system was not blowing cold air. I called Lion to diagnose the issue and perform a repair that would result in a working AC system.****** spent: $4766 split over two transactions of $2383 Commitment: That the repair had been correctly diagnosed by a certified technician, and that I would have a working AC system after the transaction Result: Indoor unit (the evaporator coil) was replaced. Either this is not where the leak was, or pressurizing it improperly broke the outdoor unit (the condenser coil). Therefore, the repair did not fix the *** It then cost me an additional $3268 to have a different company repair the condenser coil, totaling $8034 in damages.Important details: I have been informed that people with the title "project manager" at Lion Home Service are not EPA certified by a former employee at the company, and are instead salespeople. If that information is accurate, I am concerned that project managers diagnosing HVAC units may qualify as fraudulent activity.Offer to resolve the issue: Lion offered to repair the condenser for roughly $2000. This is less than the competitor charged, but it is unclear to me if this is a significant discount compared to ****** standard rates, or similar to the cost it would've been anyway. I do not consider this a reasonable offer for $4766 in expenses that did not provide the service requested.

  

  Business Response

  Date: 10/06/2023

  Original visit was on 9/18/2023 where the issue was diagnosed by a certified professional. The cost of $4766 was not only for the evaporator coil, but also included other work that the customer opted to have done. That work included the following: cleaning of the outdoor condenser, pulling and cleaning of the blower assembly, duct cleaning, duct sanitizing, and an active 1 year membership in our TCC program which provided an immediate savings of 15% (a total of $787). Customer is stating a possible leak, however when the work was done refrigerant was removed from the unit and then added back once the work was complete. In this process, a significant leak would have been found. A failure of another part of the unit on another day is not the fault of the previous work, and we cannot guarantee the life expectancy of other parts that were not replaced. In an effort to help resolve the situation, our GM worked with our team to come up with a replacement option at a significant discount, which would have resulted in essentially a new unit all together for much less than the cost of a traditional new unit. When the work was completed, the unit was functioning properly.

  The customer did reach out to us today, requesting a copy of the warranty for the evaporator coil which we will send once we receive confirmation back from the manufacturer if he would still like it. Customer also requested to cancel and have refunded the membership which is a cost of $299. I am happy to refund this in good fait if he would like.  

• Initial Complaint

  Date:07/27/2023

  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.

  Unlicensed electrician from Lion Home Services attempted to install 220V service for hot tub and displayed poor workmanship and at least one serious electrical code violations. Business has promised to send another electrician to correct and complete the installation but has not shown up at the time promised. Note thnn wire was direct buried and covered

  

  Business Response

  Date: 07/28/2023

  We had a licensed electrical apprentice working under a licensed electrician performing the work. Communication as been ongoing with the customer to advise of scheduling needs- it was not a no call/no show situation. We would like more information on where the customer heard the technician was not licensed.

• Initial Complaint

  Date:07/21/2023

  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 had a technician come out on June 24th. He tried to fix ac by putting this can like thing on my ac unit. He said if we buy a new unit we will be refunded the service fee and the cost of the part for 6/24. The ac went out 15 minutes after he left. Salesman came out 6/25. We bought a new unit. He put in the paperwork the $347 refund. Installers came out on 6/26 to put in new unit. She saw the refund and said manager will approve it and it will be refunded. Allow 3 days. It’s now 7/21 and still no refund. I spent $8252.22 on new unit, not sure why they can’t refund me my $347 that was promised by the company. I have reached out to them multiple times and still not resolved. Worst business and customer experience ever. If this is not a business practice then they need to tell their technicians not to make promises they have no authority in making. If I new this, I would have went with a different company for my ac unit. Please look into the business practices of Lion Home Services.

  

  Business Response

  Date: 07/21/2023

  Refund was processed for for $347 this morning and a voicemail was left for the client advising of the refund. The Quality Assurance manager was out of office from 7/1-7/15 and was reviewing the situation already. We apologize for the delayed response and communication should have been better to keep the client up to date on progress of her request. Follow up with the technician is also being done to prevent promising timelines for office actions.

  

  Business Response

  Date: 08/04/2023

  Thank you for providing proof that you received the refund. We hope this has resolved the issue and we hope to be able to prove to you we are a great company with our client's needs in mind in the future!

• Initial Complaint

  Date:05/04/2023

  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 2/9/2022 I had a 50 gallon Rheem gas water heater installed by Lion Home Services. A few weeks later I had cool water not hot. I called Lion and a tech was sent to fix the problem. I went to the water heater with him and he opened an access panel to the pilot light took a look closed the panel and turned up the temperature on the thermostat and said that should fix the problem and left. Later I had the same problem and called again and the same tech came and and followed the same procedure I asked the tech why he did not fix or replace the thermostat and my answer was I don't know how to fix them (water heaters?) I only install them and left. I say this happened 3 times Lion claimed 2. I was called by a man who claimed my problem was my shower control and could not give me an answer when I asked how my shower control affected the water to my kitchen sink and did not receive an answer just an end to the call.
  I am once again experiencing the same problem so I called another service company and paid $79.99 because I wanted to find out if there was a problem with the thermostat. This technician also checked the pilot light but he also checked the gas pressure into the heater and the exhaust. I turned on the water in the sink and he attached a thermometer to the water outlet on the heater and one to the pipe connecting to my hot water faucet. The water ran until the heater turned on and then awhile longer and the highest water temp we got was 107 degrees. His assessment was the thermostat as defective and needed replacing.
  According to my invoice from Lion the water heater has an 8 year warranty on the tank parts and labor.
  I called Lion and was told that they would end a tech out to discuss the problem but I would have to pay a service charge and the warranty would be explained. I said the warranty was clearly stated and I would not pay a charge and which time I was told again a service charge applied.
  I would like to have the thermostat serviced not by Lion.

  

  Business Response

  Date: 05/04/2023

  Water heater was installed on 2/10/2022. We returned on 3/15/2022 as client stated she had no hot water. When tech left, the unit was working appropriately. We returned for a winter assessment of the furnace and water heater on 9/30/2022 where the client advised we didn't need to look at the water heater as it had just been installed less than a year ago. She gave no indication that she was having any further issues. We visited the client again on 10/26/2022 where she again advised she had no hot water. When water temp was tested, it was showing temps of 112F first time, then 121F at the second testing. Client felt unit was not operating as it should, however all diagnostics indicated it was fully functioning. Client called in today, 5/4/2023 and requested a tech for the unit again and advised she is having intermittent heating on it. She admitted that she had another company out to perform diagnostics on the unit and that she wanted someone to come out to replace the thermostat. When she was advised of the dispatch fee, she became very upset. We cannot confirm the issue is under warranty until we have a technician look at the unit. I attempted to call the client back shortly after to address the concerns and discuss next steps but client hung up on me. I made a second attempt immediately after, where she advised she hung up on me intentionally and then proceeded to hang up again. Call recordings are attached. 

  Given that she had another company out to complete diagnostics, we feel she has voided her warranty. We also cannot substantiate her concerns since she will not speak to us, therefore we cannot perform any further diagnostics, and we cannot recommend if a replacement of the thermostat is needed.

   

  Customer Answer

  Date: 05/05/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: The tech sent out never did any diagnostics beyond checking pilot light and turning up temp control. 

  When asked why didn't repair or replace thermostat instead of just turning up temp he replied he didn't know hoe they worked (water heater?) he just installed them.

  The service by the second company did not repair. He checked pilot, gas pressure, exhaust working, temp of pipe leaving water heater, temp of pipe above hot water faucet at sink and temp of water leaving faucet. The highest temp after letting water run was 107 degrees.

  I think any reasonable person would assume there is a problem with the thermostat.
  
  
  
  Regards,
  
  
  
  ***** ********

  

  Business Response

  Date: 05/08/2023

  As stated in original response, two attempts were made to contact the customer to resolve the issue when she called in to request service. On both calls, the customer intentionally hung up on me. I am happy to send our install manager out with no dispatch fee to diagnose the issue and identify if the thermostat needs replacing. This was the resolution I was offering when attempting to make contact with her on the day she called in for an appointment.

  Customer Answer

  Date: 05/09/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ***** ********

• Initial Complaint

  Date:05/03/2023

  Type:Order 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.

  Lion Home Services installed a less efficient heat pump than we paid for and that is represented on our invoice. Now they are not returning our calls/texts to install the correct model. The heat pump was installed this Feb 2023. We had been in contact with Curtis to solve poor efficiency/operation issues. April 6, 2023 we realized the unit in our yard had a model number for a less efficient unit that the one we paid for and that was listed on our invoice. On the 6th we texted three staff at Lion. On the 10th we texted again, Curtis called and said he was looking into the vendor. Curtis did call back on the 11th but said he was still looking into it. There has been no progress since then. On the 24th we texted again asking for a response and heard nothing. On the 28th we called and left a message for Morgan in the office asking for a return call, at 10:00 that day, Jasmine called and we explained that we had the wrong model, she said someone would contact us. We have heard nothing as of today, May 2nd. We received a letter from Lion on April 27th with information to contact the city for the permitting, that letter has the model number for the unit installed, not the one we paid for.

  

  Business Response

  Date: 05/04/2023

  The unit that was originally quoted was discontinued from the manufacturer and is no longer available. The unit that was installed is of comparable quality, rating and requirements per the manufacturer. This information was emailed to the client on 4/20/23, and both the email correspondence and the document outlining the comparison of standards from the manufacturer are attached to this response as well. The install manager has been out to the home. If the thermostat is still not functioning appropriately, then we are happy to replace it. However, regarding the unit itself, per the manufacturer it is not less efficient and is of similar rating, comparison and requirements.  

  Customer Answer

  Date: 05/18/2023

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

  ***** **** 
  Vice President Dispute Resolution and Operations
  
  Dear *****,
  
  Regarding our complaint about Lion Home Services #********.
  
  We would like you to know we are not satisfied with Lion's response.  Through their reply to you in our initial complaint we learned they sent an email.  We did find it in spam.  We had reached out the them multiple times and it is frustrating that they never responded to even mention to look for an email. They claimed, in their response to the BBB complaint, that they informed us about why the model was switched. This is not true.
  
  Upon finding the email that they told you about, we again tried to reach them directly by email and text.  No one has replied to us as of today.  We were trying to be reasonable and allow for a business day response time.
  
  Since the heat pump was switched to a less efficient model, we presume that it cost less. There has been no offer to reimburse us for the difference.
  
  We have been ghosted by Lion Home Services, and the only we get any information from them is by complaining to the BBB.
  
  Thank you for your time.
  Best Regards,
  *** *******
  ************
  ********************
  

  
  

  

  Business Response

  Date: 05/19/2023

  We have made contact with the customer and adjusted their current appt to Monday 5/22/23 so the install manager can return to go through their system in full to verify it is running to efficiency. Due to Curtis being primarily in the field, email response can be delayed. The install coordinator was included on the email with the specs that was sent to the customer, but was not included in their reply, which led to the delay in response. We apologize for the delayed response, but have been in communication with them in the past week.  

• Initial Complaint

  Date:04/19/2023

  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 hired Lion Home Services to repair my sewer. The amount of the transaction was 7200.00. Which after the work was completed I paid in full on march 28 of 2023. During the process of the repair my furnace was damaged due to some water being brought into the house. With this repair I had to put a new board on my furnace which was 2100.00 When I reached out to them not even an hour after them leaving explaining them that my furnace is out and the damage is most likely from them trying to bladder a sewer that doesn’t run any water. I was charged a service fee 85.00 to come out and look at the damage that was caused, the tech noted water damage to the furnace and noted that the furnace wasn’t running, but proceeded to say the furnace was old and wore out. He also said he could not do anything because it was 9:30 at night, but he would let management know and someone would call. I waited for a call the next day and nothing. I called on the 30th to talk to someone and finally they transferred me to Mark L********* which is the head of department. He informed that he didn’t see anything wrong and lion did nothing wrong and that this was my problem. Lion home service has a 100 percent guarantee and willing to make things right on their advertisement page but when it comes down to it not so. Further more with my experience and their un willingness to fix the problem I suggested I would have to bring a lawyer involved. I have since found out that they didn’t do what was asked in fixing my sewer, Over charging and causing damages where I have to spend more money then if they would have been descent about it. Furthermore more I wasn’t givien a finished bill or invoice until the 1 of April which trying to cancel payment is almost impossible.

  

  Business Response

  Date: 04/21/2023

  No bladder was used on the sewer as there was no ability to do so given the condition of sewer, so the work done did not affect the furnace as no water was brought into the house. Also, based on the pictures of the furnace, there is no water damage shown on the board or the furnace itself. The board is also an inch or two off the flooring which would mean that an inch or two of water would have been leaked into the basement- that is a lot of water and would have been noticed as an issue either by our team or the homeowner at the time of the sewer work. As far as the sewer repair work, we completed the work outlined in the estimate that was discussed with the client over the phone. There was a blockage identified during the initial camera review and the estimate outlines that A (being one) spot repair would be done. Based on the estimate scope of work, all work was completed. 

  Lion Home Service does have a 100% guarantee and that was met as all work outlined was completed. In good faith, I will refund the $89 dispatch fee from the after hours visit to assess the furnace. This is being processed today and should be seen refunded back to the card it was paid on in a few days (depending on the card's refund process).