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:11/01/2023

  Type:Sales and Advertising 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 10/17/23 my Dad had Southwest Heating & Cooling come to the second home that we own in Littleton to check the furnace. My Dad is 87 years old (for context) and I wasn't with him when he met with ***** from Southwest. According to my Dad, ***** told him the furnace was emitting carbon monoxide and that the heater shouldn't be run and that it's not safe. My nephew lives in the home and I asked him if the furnace had been running fine and he said yes. Carbon monoxide detectors at no time had ever gone off to indicate an unsafe level of carbon monoxide. My nephew said the furnace was running the morning of 10/17 with no problems.***** told my Dad that the furnace shouldn't be turned on and that it needs to be replaced at the cost of $9K. When my Dad informed me of this, I said we need another company to come look at the furnace. Another company came and determined that the furnace could now not be turned on because there are 2 broken pieces on the furnace. The other company showed my Dad the broken pieces and said that furnaces normally do emit some carbon monoxide which is completely normal. A quick ****** search, confirmed that.We believe that ***** with Southwest purposely broke the 2 pieces on the furnace which made it inoperable, trying to ******* my 87 year old Dad into paying $9K for a new furnace which is absolutely insane. Reading through the companies reviews, it appears this is a pattern with this type of behavior. We are asking for the $69 that was paid for the "service" be reimbursed.How this company is still operating and that there is no requirement for licensing is baffling. But we are asking for reimbursement.

  Business Response

  Date: 11/10/2023

  I have purposely waited to respond as I could have not been polite, but I will now be. I am the owner. We have been in business 50 years. I have a Master Mechanical license and we operate with the 'highest' level of integrity. We have a license in every ****** municipality in the Denver ***** area and actually pull a permit on every install. Most contractors do not. You have no idea what you are talking about nor did you investigate that. You spout off our reviews have a pattern of deception..... Did you just lie that you looked at them? We have over 500 reviews on ****** with a 4.8 star rating. We get 5 star reviews every day! My technician ***** is one of the most intelligent and honest ones in the industry. That furnace is 29 years old and in a horizontal configuration. I suspect you did not listen to the other contractor that there may be a small amount of carbon monoxide acceptable in a home the acceptable level in the plenum/supply duct is NONE. You father is in danger on being poisoned. That furnace is not safe. We know our business very well. We will gladly refund your $69 if you promise to never call our Company again. 

  This may sound a little harsh but as hard as we work to run our business and gain the respect of our customers and have you write a complaint like that when you have absolutely no idea  what you talking about is to say the lease frustrating. You should actually apoligize.

   

  Customer Answer

  Date: 11/13/2023

  How do I make sure they send us a refund check? Their response is absolutely ridiculous, but I would like to make sure before I close this case, that they are going to send the refund.

   

  Thank you.