Complaints
This profile includes complaints for Service Today's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 34 total complaints in the last 3 years.
- 12 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/10/2025
Type: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 hot water heater replaced in June of 2024. Call Service Today, a company I have dealt with for many years. Price was $2400. On January 24 of this year I had some pipes freeze and burst in my garage damaging the hot water heater and electric panel. Found this out about midnight. Called half a dozen times before someone came the next day. Had to replace water heater and repair electric panel box. Repair for electric box was $447. The hot water heater cost was was $5759.00. The heater itself was about $2900. The charge to install and fix 2 pipes and a shut off valve was apr $2800. I understand inflation but this is just insane. My total bill turned out to be $6206. Homeowners insurance would only pay $2405 because Service Today Inc would not break down cost and time. They also said they had never seen a claim for this amount for a hot water heater They were here approximately 3 hours. I am 73 years old living on $15,000 a year. I complained and they said they don't show cost and time anymore, they simply charge this flat fee to everyone. If I didn't have ice all over my garage and water gushing, I would have said no. I had an emergency and had no choice. They offered me $515 for my coming service contract. I turned that down. I will not deal with them again. I don't know if I need an attorney or what but this is money I did not have. For me I my situation this is a catastrophe. Almost a third of my income gone for this year. Literally I paid for two hot water heater. Very bad business.
Business Response
Date: 02/14/2025
We have spoken with this customer. The work was approved, priced correctly, and completed on time and to standards. We do not break down parts versus labor, but could give her insurance company a general percentage.Customer Answer
Date: 02/20/2025
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.
Regards,Complaint ID: 22913704
Initial Complaint
Date:10/25/2024
Type: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.
bought a heater unit. was to replace old unit and install a new thermostat. It cost almost $8000.00 We have had 2 ac units and now 2 heating units from Service Today in over 25 years. Now 9 months later we have not received out thermostat that controls the zones for heating and cooling. Installer came July with wrong thermostat and nothing since. all summer we have no control over cut off of unused areas of home. Now they say we need to pay an additional $3500 to replace all new thermostat because they can NOT get the T6 thermostat. They are now
offering a deduction off the remainder of bill in the amount of $147.00 They already reported us to a collections company after I have been calling every week since July .Business Response
Date: 11/13/2024
We have spoken with the customer and informed her that the thermostat she needs has been discontinued. The thermostat she is requesting is not compatible with the system. The only options we can and have offered are a refund for the thermostat or to upgrade her zone system for additional cost. We are willing to reiterate this and want to come to a resolution with the customer.Initial Complaint
Date:06/06/2024
Type: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.
Service Today responded to a service call request for our AC unit on May25, 2024. The unit was installed by 1st Service 4 years ago, who they bought 2 years ago. Found a problem with the unit, and quoted $3000 + refrigerant cost for the repair. We reminded them that we have a 10 year 100% parts and labor warranty. The technician said "we shouldn't have to honor a warranty for the company that we purchased" and that we would have to speak to someone else in the company because even though he could see the warranty coverage on our account, "that was above his pay grade", and that someone would call us the following Monday. Paid the service call fee.
Never heard from anyone, received a quote for the work via email. Called them myself on Wed 5/29, the person in the office said she couldn't do anything, I requested to speak to a Manager. Was told someone would get back to me in 24-48 hours. Still waiting to hear from them, no contact of any kind from them since. We have contacted another company to take care of the problem - under warranty - but because they didn't install it, we have to pay for the refrigerant with the repair, approximately $1150.00. Was told by this company that for something like this, they would ask the manufacturer's rep to cover that, but since they didn't install it, it's not their rep.Business Response
Date: 09/10/2024
We reached out to the customer regarding her complaint. She states that she no longer is looking for a resolution with our company and that there is nothing we can do for her at this time. We are more than happy to discuss her experience with her if this changes in the future.Customer Answer
Date: 09/12/2024
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.This issue has been going on since May, and Sept 10th is the 1st contact we have had from them. They problem was covered under warranty, which they knew and refused to honor, wanting to charge us $3000+ to fix. Obviously, we were not going to go all summer with no AC so we were forced to use a different company, that honored the warranty coverage, other than paying for the refridgerant recharge. Unless they are willing to reimburse me for that expense, there is no resolution that they can provide 4 months after the fact. They are a horrible company and I would never use or recommend them!
Regards,
Complaint ID: 21811089
Business Response
Date: 09/12/2024
If Service Today had completed the repair under our warranty, there would have still been a charge for refrigerant. The cost of refrigerant, for any repair and for any reason, is not covered under the manufacturer or Service Today's warranty. We value you as a member and will continue to honor your 10 year labor warranty with Service Today once you have reinstated your membership as agreed, in order to keep this warranty valid.Initial Complaint
Date:04/20/2024
Type: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.
Service Today installed a HVAC system that cost me financial distress. It took them over 16 months to fix a problem they caused. They did not program the thermostat correctly to work with the new unit I purchased. During that time I had $900 electric bills and paid their technicians on many occasions to fix what they should have done when they installed my unit back in December of 2022. I had a service agreement that I paid for and sometimes their technicians would not make the appointments.Business Response
Date: 09/25/2024
We have been in discussions with the customer in efforts to potentially come to a resolution. We have agreed to go over the information shared and touch base at a later date.Customer Answer
Date: 09/25/2024
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.
Regards,Complaint ID: 21604217
Initial Complaint
Date:10/31/2023
Type: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.
Reference JOB #106885399 on 11/21/2022 I am writing to express my extreme dissatisfaction with the HVAC installation services provided by your company at my residence. NEW HVAC/Furnace system was purchased for $14,795.00 on 07/07/2023. I regret to inform you that the installation was fraught with numerous issues, including serious safety concerns, which have resulted in significant inconvenience, expenses, and safety hazards for my family. The issues we have encountered are as follows: Propane Leak - On the day following the installation, my family and I experienced a propane leak in our home due to improperly glued propane lines to the new furnace. This incident posed an immediate threat to our safety. The incoming propane lines were not tight or glued. CO Leak: Subsequently, we discovered a carbon monoxide (CO) leak in our home, directly attributed to the faulty installation. This posed a grave health risk to my family. The furnace exhaust pipe was not glued and actually was not seated at all (see photos referenced in in the HVAC Callback Form attached). Improper Charging of the System - The HVAC system's inadequate performance became evident soon after installation. It was discovered that the system was improperly charged, resulting in inefficient operation, increased energy costs, and discomfort for my family. Multiple Service Calls: I have made multiple service calls to your company, incurring further expenses and disruptions to my daily life. Multiple attempts have been made to try to rectify this situation with the business to include numerous phone calls and emails. Ref the following quotes by the tech on-site as shown in the HVAC Callback Form: "Installer error". Ref description on invoice #106885399 "Found exhaust fitting not glued from installation of system in April. Customer has had multiple issues from install, gas leak, unit not charged properly and now a water leak from a exhaust fitting that was not glued. Glued fitting and checked system."
Can you please change this sentence in my complaint: "NEW HVAC/Furnace system was purchased for$14,795.00 on 07/07/2023."
The date should be 07/07/2022 not 2023.Business Response
Date: 11/21/2023
Our records indicate the equipment was installed in April 2022 and any service visits were between April and November 2022. Service Today takes pride in standing behind our installations with providing an industry leading Max Protect Warranty (10 year parts & labor) on the equipment & material installed during our installation process. We apologize for any inconvenience and any unsatisfactory experience you may have had with Service Today last year after your installation. Our records also indicate your first year free maintenance has expired and the Max Protect coverage requires a yearly partner plan from Service Today to maintain the coverage. Service Today will offer 4 years coverage from our partner plan. Please contact our office at 1-800-659-2273 to have your Winter maintenance scheduled.Customer Answer
Date: 11/22/2023
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.
I was unable to enter my reason for declining the offer made by Service Today in reference to my complaint; the page lost connection before I could type a response. Therefore, I'm still requesting the amount of $5000.00 in the form of a refund for the issues we experienced. We no longer wish to deal with a Company like this. We have lost complete trust in their services. Anytime my family's health is put at risk, I draw the line. I will be reaching out to Trane about this as well, as I'm sure this does not meet their level of quality workmanship as an approved installer of their equipment. I wish to terminate services with your Company ASAP and receive the refund I've requested. Please advise Trane of this transaction and the reason for the transaction on the warranty. I will be doing the same.
Regards,
Complaint ID: 20806353
Business Response
Date: 02/05/2024
We are very sorry that we have been unable to reach an equitable resolution for you through this forum. Please reach out to our Customer Service Department so we can connect you with the Service Manager in your region in order to continue to work on this issue directly. We thank you for the opportunity to make this right.Initial Complaint
Date:08/06/2023
Type: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 August 27, 2022 Service Today install a new Central Air conditioning unit in my home. The installation to the best of my knowledge was supposed to have been completed in a professional manner.
On June 27, 2023 I called on the services of Service Today due to my system not operating correctly after I upgraded my thermostat.
The technician diagnosed the system and found two faults;
• he found that the condensate safety switch was not wired into the system which should have been done at the time of installation as the switch is intended to shut the system down in the event the condensate pump fails to work.
• the common wire on the system was disconnected at the main control board. The common wire is necessary to provide continuous power to the thermostat. This wire should also, according to the technician should have been connected at time of initial installation.
After completing these repairs the technician was still unable to get the system to operate and he suspected that the main control board was at fault and would have to order one for my system. Even though he was unable to affect repairs he issued an invoice for the sum of $570.00.
A follow up Technician responded three days later on June 30, 2023 to exchange the main control board however after examining the system he determined that the control board was not the fault but rather the existing wiring in the house was causing the problems.
I contact the main office and one of the principals told me he was aware of the exorbitant charges and was going to refund a portion of the bill to which i agreed with and requested that a supervisor come out and inspect the system.
i finally managed to get a supervisor to come out to check the system who confirmed that the condensate switch was at fault
This is a clear indication that the switch was never wired in because it was faulty from the day the unit was installed and rather than changing it out the technician didn’t bother to wire it in.
.Business Response
Date: 08/09/2023
Customer contacted Service Today, Inc. (STI) on June 27th regarding their air conditioner not working. The customer had changed the thermostat that
required a common wire hookup to function properly. STI utilizes battery
powered style thermostats that do not require a “C” common wire connection to
function. The technician connected the common wire to the furnace control board
and then found the system still not operating. The thermostat wire running to the
Thermostat was original to house and not included in the system replacement
last year. The technician found another connection in ceiling and connected the
common wires together there. When system still failed to run, a circuit board
was believed to be the issue. On our return on June 29th, the technician revisited the
wiring and tested the wires to verify continuity and identified a bad wire
within the original wires running to the thermostat. Options would be to replace
thermostat wire, re-install original thermostat that does not require the
common wire, or to purchase a different thermostat that would not require the
common wire. The customer chose to purchase another thermostat from online to
use instead. The safety switches that the technician noticed were not
connected, did not cause any issue or problems with the system operation. The
technician wired in those safety switches to aid in preventing the system from
operating in the event of a condensate leak. STI’s service manager contacted
the homeowner and, in their conversation, informed the customer they would
receive a credit of $396.00. The account is being reviewed to ensure the customer
was credited the $396.00 and our call center manager will follow-up with the customer
once confirmed.Customer Answer
Date: 08/24/2023
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 the first place i have made several attempts to get the aforementioned credit issed to me with no results even after a field supervisor came to my home and verified the problem with the system which was not the control board nor the house wiring but rather a safety switch that was installed at the time the system was installed new less than one year prior to this incident. the switch was left unwired to the system by the installation mechanic. when the service technician came to affect repairs he found the switch not wired in and proceeded to connect it unfortunately the switch was defective as was determined by the supervisor who followed up on the complaint. i do not believe this company is going to make good on their agreement to issue the credit as i believe they are less than reputable.
**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.
Regards,
Complaint ID: 20430007
Business Response
Date: 02/02/2024
The credit this customer asked for was definitely made as promised. Attached is a copy of the corrected invoice that was sent to the customer showing The Service Manager had submitted the full refund of $396.00 and the corrected billing for the other services. (The other numbers have been redacted because they do not pertain to this claim). The third page of the attachment shows confirmation, from our accounting office, this refund of $396.00 was submitted to their credit card they had used, for refund processing on 9/7/2023. It might have shown on the account a few days later depending on the rules of the bank/credit card. I personally apologize for the delay and I thank you for allowing us to make this right for you.Initial Complaint
Date:03/09/2023
Type: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: Initial contact signed on 27 Dec 2022; 8 Mar 2023 request for cancellation and refund.
>The amount of money you paid the business: $228
>What the business committed to provide you: HVAC Checkup Plan, twice yearly.
>What the nature of the dispute is: No service dates had been scheduled for summer and fall maintenance, requested on 8 Mar 2023 that the contract be canceled and a refund (full or partial) be provided.
>Whether or not the business has tried to resolve the problem: On my Initial call they said that it would take several months to obtain a refund - the accounting department had only one employee that was working on November's refunds. They called back less than an hour later and said that it was their policy not to provide refunds - although it was months before the service could be used. But more to the point, in the HVAC Checkup Plan document PROVIDED by Service Today there is no statement concerning refunds.
>Account/order/tracking number: Invoice #109988887Business Response
Date: 03/10/2023
After reviewing the phone call with the customer from 1/23/2023, the customer had requested to schedule a maintenance in May. The customer was informed at that time we were unable to assist with that request at the time since it was too far out to schedule. The customer was instructed to call back closer to the requested date of maintenance in May and the customer agreed and requested a note to be placed on the account with this information and his preferred date and preferred technician.
The customer spoke with a newer CSR and was unfortunately misinformed about a pro-rated refund. It was explained immediately following the error that the refund window had elapsed, and we would not be able to provide a refund. Attached is the copy of the back of the contract, near the bottom it is indicated specifically about the timeframe required for refunds. However, we would be more than happy to schedule the maintenance the customer requested to have done in May, now that we are closer to that date and can populate the schedule. Please call us at your convenience so we can get that scheduled for you 800-659-2273.
Customer Answer
Date: 03/16/2023
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.What the business noted was correct, for the most part. But they didn't note that when I registered for the maintenance contract it was with the technician who was making a service call. The contract was paid for during his visit (electronically) and no document/contract was provided; the only documentation provided was the invoice. As I noted in my initial complaint, no document was provided that indicated a refund window.
Regards,
Complaint ID: 19560366
Business Response
Date: 03/29/2023
We have attached the documentation the customer signed while our technician was at his home: the work order, and the front and back of the service agreement. The back of the service agreement (as indicated right above the customer's signature on the front) has all the details, terms and limitations. Please feel free to contact our office at your convenience to get your spring maintenance scheduled. We'd be more than happy to take care of that for you.Initial Complaint
Date:02/09/2023
Type: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.
I called Service Today regarding no water. They came, fixed it. I then asked for a detailed invoice instead of quantity 1 I needed something with material listed and its cost and labor and how much. Supposedly they put an submersible pump in but it isn't listed anywhere on this invoice and I feel as a consumer I have a right to ask for a descriptive invoice. They told me they have not nor will they provide me one. The one they sent is not acceptable to me I have spent more than 5000 dollars in two days and I don't think asking for an explanation is asking too much. that's all I wantBusiness Response
Date: 06/29/2023
The customer was asking for something we do not provide. We provided the customer a more thorough explanation of our utilization of flat rate pricing. "When we perform the same work for any customer in our service area, they receive the same quality, guarantee, and price", this adds a level of protection for our customers. Our price is based on the task(s) required to complete the job and are not broken down by material costs & labor. The invoice the customer received showed the break down by the tasks and what is included to complete the work. We had the manager of our Plumbing Dept. call the customer directly to take the time and explain this more thoroughly to the customer and to answer any additional questions she had.Customer Answer
Date: 07/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me.
Regards,Complaint ID: 19378949
Initial Complaint
Date:01/19/2023
Type: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 1/06/23 Service Today serviced my 7 year old Home Furnace which was not heating home.. The technician installed a Flame Sensor which was preordered from an earlier preventive check up. The Flame Sensor was installed but furnace still did not operate properly. The technician then said he would be right back with another part. He returned and installed a Trane Integrated Control. The furnace still would not work. Technician stated that he thinks a new furnace is needed and presented me with an invoice balance of $898.15. which I paid.
1/12/23 called Customer Support and spoke with *****. ***** said he will pass this invoice onto an HVAC Manager who would contact me in the next day or two. Have not received any contact from Service Today.
I have also E Mailed support on 1/16/23 with no results.
So now I still have a non working Furnace and am out $898.15.
I am attempting to recoup the $898.15 since the Furnace is still not operating
Transaction date 1/6/23 for $898.15
After parts were installed Service Today could not get Furnace to operate
The dispute is the payment of $898.15
Service Today has made no attempt to resolve this problem after two attempts to speak with a Manager.
Invoice # NI-21-59761Business Response
Date: 06/29/2023
We reviewed the complaint on our services and agree we did not meet the customer expectations. This customer was given a full credit of $898.15 and our deepest apologies.Business Response
Date: 06/29/2023
We reviewed the complaint on our services and agree we did not meet the customer expectations. This customer was given a full credit of $898.15 and our deepest apologies.Initial Complaint
Date:12/15/2022
Type: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.
My elderly aunt was told her 9 yr old home had to replace a furnace that was 18 yrs
SERVICE TODAY 1-800-659-2273
I called Service Today to come out to check my furnace for the winter, I was told by ***, the tech, on 10-18-22 that my furnace was 18 yrs old built in 2004,
He told me that if we have a severe winter, the furnace, being so old, could shut down. He said he would have a salesperson come to see me the next day to talk about options. I pd. $228.00 for a Service Agreement.
**** ****** came on 10-18-22 and she went downstairs to look and said my furnace was built in 2004 and was 18 yrs. old. She wrote up a work order with the age of my furnace put down as 2004.
I signed a Proposal for $24,925.00 for a New Furnace, all ductwork to be torn out and replaced, and a new 3.5 ton Trane Airconditioner on this basis of them both telling me the furnace was 18 yrs. old (when my house is only 9yrs old.) gave her $11,463.00 on 10-18-22 on my Visa card..
The next day there were 5-6 service people who came to begin all work on all 3 things. They tore out all of the old ductwork. I had asked them when they were in the basement to look inside the furnace and tell me how old the furnace was and let me know. When Tim came back up he said the furnace was 9 yrs. old!
So both the first tech who came out and **** ****** had told me incorrect info - that it was 18 yrs old and that she had seen builders do this previously! !
was furious!
On 10-24-22 with all 5-6 repairmen in my garage who had stopped work on everything after this news, I called Service Todays Sales Manager, **** **** ** ************ and told him I did not have to replace any of this as it was only g yrs old--same as the housel They had lied to me to get me into contract probably._I had my phone on speaker so that all of the men in my garage could hear my conversation with Mike Cobo. Cobo said it was a misunderstanding and maybe I had been "confused" I said there was no confusion! There is more docs to support this.Business Response
Date: 01/03/2023
In October, our Service Today Technician arrived to the customer’s
residence. During our thorough evaluation, we identified through combustion
analysis, the system was operating with High Carbon Monoxide levels (over 100PPM
CO) above industry standard. The ductwork was a crash box design that caused
higher static pressures leading to an inefficient ductwork system restricting
airflow. STI’s Technician reviewed with the customer about the high CO level
and poorly installed ductwork, in which the customer agreed to have a Home
Comfort Specialist come out to review options. The technician did inform the
customer the furnace was a 2004 model based on the 3rd and 4th digit of the serial number for the furnace. The 3rd & 4th number for majority of the manufacturers represent the year, for this Brand
******* – the 1st and 2nd are the year. Customer’s serial
number starts with 1304xxxxx. The option to invest in repairing vs replacing
was left solely with the customer to decide option. Repairs were required to
reduce the CO Levels to safe industry standards. STI’s Home Comfort Specialist
provided options based on condition of ductwork and performance concerns with
system, not the age. The customer was concerned with the CO levels and decided
to replace the furnace, air conditioner, and upgrade the ductwork to solve all
the issues that lead to current degradation of the existing system.During the day of install, our installers informed the
customer their furnace was actually 9 years old and not 18 as previously
believed. The customer spoke with our Manager and still agreed the high CO was
a concern regardless of age. The customer was offered the option for STI to
leave her system installed and go with the option to repair, or to put mind at
ease in our Company & Guarantees, we would discount the job by the price
of the furnace. Only the Ductwork, Air Conditioner, & Installation
ancillary items would be charged to the customer. The customer elected to have
the new furnace installed for free and was very grateful for the free furnace.Customer Answer
Date: 01/11/2023
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.
I ***** the home owner reject and am surprised by the Service Today Response. I had spoken to **** ****, the Mgr. On 10-24-22. He kept bringing up the CO level issue and tried so hard repeatedly to make me say that the CO level was the main reason I contracted for the Furnace, Ductwork and new A/C to be replaced. I specifically told him that HE was the one making this an issue WHICH IT WAS NOT! I told him to stop putting words in my mouth--which was not the issue here at all... IT WAS DUE TO THEIR TWO WORKERS WHO SAID MY FURNACE WAS 18YRS OLD...FROM 2004 which was written on their order and **** ****** stating to me that she had seen builders do this before! 1 did not contract due to CO levels!**** **** tried to tell me that I was confused. and said I should get a drink and calm down! ! was furious to think I had contracted on work that was never needed! I asked the repairmen if they could re-install the old ductwork which had already been torn out and stop all of this.They said they couldn't. They had heard all of the conversation I had with **** **** in my garage as I had my phone on speaker so they could hear everything!It was freezing cold and I had been without heat for the two days already. I was then put in a position whereby I did not want to continue with any of the repairs, but without heat and the ductwork ripped out, I had no choice but to continue with repairs I never would have done and didn't need! **** ****'s statement that the customer was concerned with the CO levels and decided to replace everything to solve all the issues that lead to current degradation of the existing system" is entirely false. Him saying that I spoke to him and "still agreed the high CO was a concern regardless of age" is 100% FALSE. This is a LIE! These are the words he had tried to make me say during our conversation, not my words.His statement to you that I elected to have the new furnace installed for free and was veryGRATEFUL IS FALSE! I am so upset about all of this and not "GRATEFUL" by any means!
Regards,
Complaint ID: 18578673
Business Response
Date: 03/10/2023
As mentioned by the customer and Service Today’s previous
response, Service Today provided the customer with options to repair or replace
their furnace. One of the deciding factors for the Homeowner was replacing due
to age of equipment as it was believed by STI technician to be a 2004 unit and
not a 2013. The customer had the option to replace just the furnace, repair the
furnace, or replace the system & upgrade the duct work. The option to replace
the system and upgrade the ductwork was chosen by the customer. Once the age
was identified and the customer expressed concerns on replacing the furnace,
STI reduced the cost of the purchase by the Furnace only replacement price. As
noted earlier, customer approved the purchase of $24,925.00 and Service Today
removed the price of the furnace leaving the cost of replacement for Ductwork
& Air Conditioner only - $18,225.00 ($6,700 reduction for furnace). The
customer has received their refund on the Furnace portion of the purchase. The
option to upgrade the ductwork to solve airflow & performance issues and
the air conditioner was a recommendation, not a requirement.
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