Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/21/2023

  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.

  We purchased a Furnace, AC and Water Heater from Lion Home Service several years ago and had very good service up until last spring when they improperly installed new smoke detectors in our house which subsequently went off at 3 in the morning. When I called to speak with a representative I was given the run around. A service rep was never there and I was transferred to endless answering machines. I did not pursue after that but resolved never to use them again.
  Then, on November 21, our Furnace was going in and out, refusing to turn on. So, I contacted ***** who came out and informed us the problem was caused by an improper install by Lion Home Services. As our ***** service person wrote to us in an email below improper installation of the "the draft inducer motor and not proper realignment that allowed condensate water to drip out of the gap between the collector box and draft inducer motor to leak directly onto the bolt and ultimately corrode it through and also cause significant pooling and rusting in both cabinets of the Furnace". In addition, we discovered that Lion had directly installed our humidifier directly into our electric system, meaning it was running constantly. adding further damage to our furnace. In short, Lion had rushed the install and damaged our furnace. We paid ***** $547 to pay repair Lion's mistake and then called Lion to complain and see if they could compensate for the loss. Once again, Lion refused to return any calls. I also contacted them through live chat and though they assured us that they would reach out, Lion has never contacted us regarding our complaint.

  

  Business Response

  Date: 03/22/2023

  Furnace was installed in 2018, water heater was installed in 2019, smoke detectors were installed in 2021. All our calls are recorded and there are no inbound calls advising of any issues or complaints until 12/7/2022. There is no date on the screenshots of the chat conversation, so I cannot answer as to when that occurred. Client called in on 12/7/2022 and was transferred to a manager's voicemail. I called back on a recorded line on 12/9/2022 and left a voicemail due to no answer. A second attempt to reach the client regarding their concerns was made by me on 12/19/2022 and left a second voicemail as there was no answer. We were not made aware of any issues with the install of the smoke detectors, and routine maintenance was made on the furnace and water heater with no indications of damage or issues at those times. Last furnace check up was done 10/2019. 

  The majority of managers do not have voicemail set up for transfers as managers do not typically take calls directly. If there is an issue, research is done by Quality Assurance, and the appropriate management members are brought in for review, then a call is made to the client for follow up. With the one complaint received, follow up was provided within 48 hours, and a second call made days later.

  Since we were unable to troubleshoot the issue and provide corrective measures or options, we cannot confirm if what ***** Services advise is the actual cause of the issues.

  Customer Answer

  Date: 03/23/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They have never called me back on my or my wife's phone number.
  
  Regards,
  
  
  
  ******* ****

  

  Business Response

  Date: 03/27/2023

  Please see attached, the two attempts to call the customer. Both went to voicemail which had the clients name. A screenshot of the call log also confirms the dates and times the calls were attempted. Voicemail messages were left both times. Thank you

  Customer Answer

  Date: 03/27/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  While they show a log, I have no voicemails from them.  Also, still irrelevant, as I am perfectly willing to talk to them now.  I would not have contacted you guys, if we had heard from them.  They are free to reach out and come see for themselves, instead of hiding behind phone tag.
  
  
  
  Regards,
  
  
  
  ******* ****

  

  Business Response

  Date: 03/30/2023

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

  Hi *****,

  Please find my updated response below

  • Furnace was installed 11/24/2018

  • We did go out a couple of times to tweak/adjust to ensure it was working correctly. But that was all before the start of 2019

  • Water heater was installed 4/25/2019

  • No issues or follow ups
  • Furnace check up was done on 10/28/2019
    • No charge and no issues were found as outlined in the invoice to the client, which he signed an acknowledgement of. This is attached as well

  • Smoke detectors installed 12/21/2021

  • No further appointments of any kind after this date

  • On 12/7/2022 Vince called in to speak with a manager for a “formal complaint”. This call was transferred to my voicemail (NOT the normal procedure) regarding the installation of his furnace.

  • I called and left a VM on 12/9/2022
  • I called and left a VM on 12/19/2022
    • It doesn’t look like these uploaded on my last response so I have attached here as well.

  Now that another company has serviced the equipment we installed, it voids the warranty. In addition, since we did attempt to call him regarding his concerns, and have the recorded attempts to his VM where his name is given (showing we called the correct number), we don’t feel there is anything that we can do. Since his complaint is regarding the furnace, which was installed over 4 years ago, can we have this dismissed?
  

  I don’t feel that a call to him at this time would benefit at all since we cannot take any action (voided warranty and whatever issue from 11/2022 is resolved through Allen) and won’t reimburse for work another company did without having had the chance to correct ourselves, this would put us in an untenable position.

   

  Karen Smith

  Operations Coach

  Customer Answer

  Date: 03/31/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: They improperly installed our furnace and are avoiding responsibility.  Is small claims court our next option?
  
  
  
  Regards,
  
  
  
  ******* ****

• Initial Complaint

  Date:09/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Work began on 15Dec2021 & was left incomplete pending follow up after winter.
  When the service company did not contact us for completion we reinitiated a second visit on 23Aug2022, and we’re told by the scheduler our call would be covered as a warrantee. The service company called on the morning, was told the situation, and what tools would be required to complete the work.
  The technician arrived unprepared for the follow up, and told the home owner (me) that a diagnostic fee would be charged & only then would additional visits be scheduled.
  We canceled the appointment & reached out to the service provider owner to voice our complaint.
  
  We are seeking the return of our $499.00 dollar “Total Customer Care”payment as it, and our warranty service call, we’re not honored.

  

  Business Response

  Date: 09/08/2022

  Our technician that went out on December 15, 2021 advised Mr. ****** that additional work would need to be done when the weather is conducive for the work. Nothing was charged or promised. All charges collected on the 15th were completed on the 16th. When we went back out on August 23rd Mr. ****** refused to approve further service and was verbally abusive. Mr. ****** mailed a letter to Lion Home Service on August 29th and one of our managers reached out via phone and left voicemails on all three numbers we have on file. Once we receive a call back, we can discuss any further actions if needed.

  Customer Answer

  Date: 09/10/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  It is apparent that Lion Home Services chooses to be as selective in their communication here as they have been in honoring the word of their first technician, and honoring those obligations. 
  
  
  In my letter to Lion Home Service I detailed our December 2021 service experience, including what their technician told us would soon happen in order to complete our job. We never heard from him, or Lion Home Services again.
  
  
  I also made clear in my letter what the Lion Home Service scheduling representative told my wife when my wife called them a second time and scheduled another appointment; our 8-month wait for a follow-up service call would be handled as a "warrantee".
  
  
  On the day of our "warrantee" service call I spoke with someone from Lion Home Services and we spoke of tools necessary to accomplish what remained to be done. 
  I had no animosity toward Lion Home Service in that call, but I became perturbed to see the technician arrived without the tools I'd just discussed, or training in the bore-scope he brought with him, and was further perturbed to be told I'd be "charged for diagnostics". 
  

  After expecting a quick completion to our furnace work, to say I was angered by a bait and switch would be an understatement. An argument with a very rude Lion Home Service Service Manager did not calm me one iota.
  
  
  As for answering messages left at our residence and on our cellphones, Lion Home Service neglects to mention my return call to Mark L********** number (that was answered by a Lion Home Service receptionist) or that I remained on hold for several minutes before being cut off. 
  We are apparently obliged to work within the schedule of Lion Home Service representatives as they justify their treatment towards a customer that paid them handsomely. 
  
  
  There is no desire on our part to continue this contentious back and forth with Lion Home Service, or to speak with another of their representatives. It is perfectly plain to us that we were taken advantage of by an unscrupulous business.
  
  
  We seek the return of our $499 Total Customer Care payment that has clearly not been honored, and we will call it a day.
  
  
  
  Regards,
  
  
  
  ****** ******

  

  Business Response

  Date: 09/15/2022

  Mr. ****** signed up for the TCC program which cost $499. Due to signing up, he immediately received a discount on the work being offered- that discount was $477.12, and also received an additional discount of $300. If Mr. ****** would like to return the original $477.12 we will gladly refund the full price of $499 for the TCC program. To make things easier, we can refund an amount of $21.88 which will cancel out the price of the TCC program ($477.12+ $21.88= $499). This would still show he received a discount on work performed of $300 after clearing the issue of the TCC program.