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:02/27/2025

  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 am submitting a formal complaint against Glasco for unprofessional and inadequate service. I contacted them on February 24, 2025, for a furnace issue, and due to their failure to diagnose and fix the problem, my basement flooded on February 25. I experienced misleading information, unjust pressure, and negligence, resulting in preventable damage and unnecessary financial burden.
  
  Issues I Experienced:
  Unprofessional Conduct: The technician made an irrelevant, inappropriate comment about my relationship status.
  
  After-Hours Call: He later called outside business hours to “check in” despite knowing he had left my furnace off.
  
  Inaccurate Reporting: He falsely claimed I turn my furnace off at night (which I do not and reiterated) and reported a diagnostic test that was never performed.
  
  Misdiagnosis & Improper Charges: He failed to identify that the expansion tank needed replacement and charged me for a repair that didn’t fix the real issue.
  
  Preventable Property Damage: Due to Glasco’s negligence, my basement flooded on February 25. A proper diagnosis would have prevented this.
  
  Misleading Practices: As a single female homeowner, I feel I was misled to push me toward unnecessary repairs or a furnace replacement.
  
  Financial & Insurance Considerations: The cost of an insurance claim—including the deductible and premium increase—equaled or exceeded what I had already paid Glasco, forcing me to cover the costs myself.
  
  Glasco’s Inadequate Response: When I asked them to cover the repair and cleanup, they refused and instead offered to send another technician. After their repeated failures, I no longer trusted them. Their final offer was a free inspection—after I had already paid them for a failed service.
  
  I am extremely disappointed in Glasco’s handling of this situation. Their refusal to take responsibility and failure to resolve the issue shows a disregard for customers. I request this complaint be formally documented and reviewed to hold Glasco accountable.

  Business Response

  Date: 03/10/2025

  As you can see the customer did not call us to inform us of any issue until after another provider was hired and did work.  See ****** invoice February 25th, our service was February 24th.  The customer only called to get compensation after the fact to offset the other companies work.  We had no opportunity to resolve or rectify any situation.  In fact we would have sent someone out to assist with clean up on top of not charging for the follow up appointment.  The customer was advised of this when she called in.  We had no reasonable opportunity to rectify this situation.  All our work is warrantied but not for another service provider. The question would be why wouldn't they call back the company that had an issue and speak to someone about resolving? 

  Customer Answer

  Date: 03/17/2025

  Thank you for the opportunity to respond. Glasco’s response does not accurately reflect the facts of this situation and fails to address the core issue—their misdiagnosis of the problem and failure to provide an effective repair directly led to additional damage and costs.

  Refuting Glasco’s Claims:

  1. Glasco Had an Opportunity to Fix the Issue, But Their Service Failed to Do So.
  Glasco states they had "no reasonable opportunity to rectify this situation."
  However, they already had an opportunity on February 24 to correctly diagnose and resolve the actual problem.
  Instead, they installed a new pressure relief safety valve, when the actual issue was the expansion tank, which they failed to identify.
  Their incorrect repair left the real problem unresolved, leading to additional damage.

  2. Glasco’s Response Ignores Their Own Oversights.
  Glasco made critical oversights during their service:
  They misdiagnosed the real issue and installed an unnecessary pressure relief safety valve instead of addressing the faulty expansion tank.

  3. It Was Not Reasonable to Expect Me to Trust Glasco for a Third Attempt.
  Glasco had already performed a misdiagnosed repair and failed to address the actual problem.
  They also disregarded my instruction and left my furnace off overnight.
  Given these prior service failures, I sought another provider to ensure the issue was properly diagnosed and resolved.
  
  4. Glasco Claims I Did Not Contact Them Before Hiring Another Provider—This is False.
  Glasco states: “As you can see, the customer did not call us to inform us of any issue until after another provider was hired and did work.”
  This is incorrect.
  On February 24, I emailed Glasco informing them that they had turned my furnace off during their service.
  On February 25, I contacted Glasco regarding the current flooding in my basement, which was caused by the issue they failed to diagnose. I informed them that after two failed attempts at service—now with real damage to my property—I would be hiring another company to fix my furnace.
  
  Requested Resolution:
  I am requesting a refund of the service fees I paid to Glasco, as the repair they performed did not resolve the issue and led to additional costs.