Complaints

This profile includes complaints for Big Red Services LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Big Red Services LLC

  210 Broad St Saint Georges, DE 19733

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  Big Red Services LLC

  317 N Layton Ave Camden Wyoming, DE 19934-1235

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  Big Red Services LLC

  34760 Burbage Rd Unit B Ste 8 Frankford, DE 19945-3314

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:09/12/2024

  Type:Billing 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.

  On 7/9/2024 Big Red representatives improperly installed a HVAC system that didn't pass inspection. The Big Red rep. spilled oil all over the basement floor while cutting up and removing the oil tank, oil was left on the floor for me to clean up and the accompanying odor of oil all over my house. The unit failure caused it to freeze up and leak water all over the basement floor. Big Red electric rep. came twice the second time he came to install an electric part there was oil and leaking water from the unit on the floor there was no follow up. I called the Big Red office twice and rep. ***** said someone would come the next morning. We waited and nobody came either morning. On that Thursday afternoon Big Red rep. Eugene came in the afternoon. I asked him what was wrong with the unit. He said a part might be bad, he didn't know. I asked him about the oil spill, water leaking on the floor and mold from the high humidity. He called the office and talked with them. He told me he was not prepared to handle the oil spill or mold, he said the unit needed to unfreeze, he was turning it off. He said someone would be back on Monday. I called Big Red office and spoke with ***** and asked for a new unit. ***** said she would order a ****** and it would not be here until Monday and someone would come swamp the unit. The Big Red rep. that came Monday said the setting were incorrect. He said he would not swamp the units. Next, the inspector stated Big Red needed to fix problems with the instillation for re-inspection. Big Red took a $1000.00 off for the oil spill their rep. made nothing for the mold refused liability Their failed unit installation that freeze up and leak water causing mold buildup taking no liability. It was 13 days before anything was done to the unit. Over a month before second inspection. Paid $1800 for electric work not on estimate. Owner took off return charge when I pointed out it was not installed. Asked for bill reduction lean threatened.

  Business Response

  Date: 09/12/2024

  Dear Mrs ******,
  
  I hope this message finds you well.
  
  I wanted to address your recent concerns regarding the HVAC system installed at your property. We understand that there have been issues raised about an oil smell and potential mold concerns in the basement space.
  Please note that despite our significant courtesy discount of $1000 and our ongoing efforts to address your concerns, we have not yet received any payment for the new system - you have paid $0 to our company which is breech of the agreement you had made to pay 50% up front. The cost of this system is several thousand dollars - all of which we have fronted - and which you are currently using at $0 cost to you.
  We have always been committed to resolving any issues that arise, but unfortunately, we cannot proceed further until the outstanding balance is settled.
  
  We are prepared to review the additional concerns you’ve mentioned about mold once payment is received. However, as of now, we have initiated the process of filing a lien on your property to recover the unpaid amount. We would prefer to avoid this action and are willing to halt the lien process if payment is made promptly.
  Please let us know how you would like to proceed. We remain committed to providing you with the best service possible and hope we can resolve this matter amicably.
  Thank you for your attention to this matter.
  
  Best regards,
  
  President
  Big Red Services
  

  Customer Answer

  Date: 09/18/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
   Big Red services still refuse to accept liability for the harm caused by the incorrect installation of the HVAC system. Big Red representatives spilled oil over the basement floor on the wooden basement steps and stained up the wall going upstairs during the oil tank removal.  The Big Red President was miss informed about the extent of what was causing oil smell, it was coming from the amount oil left on the clement basement floor. It took a couple of weeks of putting down drying agents to cleaning them up many times and reapplying them on the oil that was visible on the floor.  Some of the oil was spilled on the wooden steps and we have paid to have the wooden steps replaced to eliminate that source of oil.  The Big Red representatives must have held on to the wall while they were removing the oil tank as the steps wall has oil smears on it. It must be cleaned and painted. We are still working on the smell the permeates throughout the house. The salesman **** said by code the oil tank had to be removed. Salesman **** did not send a bill asking for a deposit.  Salesman **** came to the house and at that time he said a return needed to be installed for the unit to work efficiently, none was installed and I advised owner Isaac it was on the bill.  Salesman **** sent an estimate with the return and no mention of the $1,800.00 electric work.  Salesman **** called a few days later to tell me the electric work need to be done, and his company was still going to install the unit, but it could not be operated until the electric work was completed which he said his company could do for $1,800.00.  He scheduled the work for 2 weeks later and still I did not receive any billing asking for a deposit.  After the Big Red representatives finished the electric work, I received 2 bills.  We were not present during the install we opened the door and left each time; the Big Red representatives locked the door when they left each time.  That Friday evening, I clicked on one bill, and it was for the electric work, so I paid it in full.  When I clicked on the other bill it had the unit and electric work combined and the amount could not be changed.  My other contractor contacted me from the house that next day Saturday and advised that the house was hot and full of humidity and smells of toxic oil, and he made some suggestions on cleaning it up.  He said could not be there long. He said he put the windows up, but the smell was still toxic to him. My husband went to the house that day and found oil on the floor, oil smears on the walls, unit leaking water on the floor, strong smell of oil and house hot.  There was no follow-up by Big Red to verify the unit was working correctly.  The Big Red electrical representative was at the house for the second time that Friday to do additional electrical work and must not have reported the water leaking from the unit as we did not hear from Big Red.  I called to report the problems on that Monday and still there was no swift response.  When I asked ***** why the representatives were not showing up as scheduled, she told me there had been call outs by some of their representatives.  I have tried talking to and emailing Big Red several times however Big Red still refuses to take liability for the mistakes they made and problems they caused.  The problems started from the very beginning with Big Red not sending a person who could give accurate information or send an accurate quote. I turned the unit off many weeks ago as I need to air out the oil spill effects.  The Big Red company has made many mistakes and caused many problems and takes no ownership or responsibility for the harm. When the work was done it was not completed as agreed otherwise it would have passed inspection, and not needed a reinspection for mistakes to be corrected and checked by another inspector.  There should have been a follow-up before I called to report there was problems. Big Red Representative ****** communicated he did not know what was wrong with the unit it could be a part failure.  I was there when he told the office he was not prepared to deal with the oil spill, water on the floor and mold that Thursday.  When I called ***** later that day to state I would like to have a new unit ***** stated she would order a B****t to replace the Goodman with and it would not be in until Monday and someone would come to swap the unit on Monday.  When the representatives came on that Monday, I asked one if he was there to switch and install the new unit, he said he needed to see the unit in the basement first.  When he came up from the basement, he said the unit was working, however it failed inspection weeks later.   I asked if they would be swapping the units as ***** promised he stated no.  I asked to speak with someone in higher authority.  They had Isaac an owner to call.  He said they were not going to switch the units because their representative got that one working and switching the unit would take a whole day to install.  When I asked Isaac if he was going to honor *****'s promise to switch the unit, he said no, did I have it in written. The Big Red representative sit in the driveway for a long time with the new unit, but I was made to keep a unit that was installed incorrectly freezing up leaking water all over the floor and did not pass inspection and now has rust and mold on it.  The hot water heater in close proximity has mold on it.  It has been there for three years.  To date Big Red has not taken liability and responsible for the harm and damage they created.  The unit has not been touched.  We have had a contractor working on the mold caused by the incorrect installation causing the unit to freeze up and leak water all over the basement floor. We seek relief in the form of a new unit instill to replace the rusting one or what will be done to remove the rust from the unit or a bill reduction for it and a bill reduction for the mold and related problems caused by the incorrect installation. There are pictures showing the rust and mold that has formed on the unit as a result of the incorrect installation causing the unit to freeze up and causing a high level of humidity and leaking water on the basement floor and mold in other places in the basement.  It was 13 days before an attempt to try to fix the unit was made.  I am loading pictures of the conditions and damage.  It was over a month before the failed inspection, correction of mistakes good enough to get the unit to past a reinspection.  There was no follow-up by Big Red to verify the unit was working correctly.     
  
  
  Regards,
  Complaint ID: 22273231
   
  
  
   
   

  Business Response

  Date: 09/23/2024

  Client has not paid our company any money.   There will not be anything further addressed at the clients property unless payment is made. Client owes us approximately $8K - and is using the brand new installed HVAC system in their house currently.   No payment - and no willingness to pay means a lien will be filed on the property and the client will be set to collections.