Business Profile

Heating and Air Conditioning

Peaden Air Conditioning, Plumbing & Electrical

Complaints

This profile includes complaints for Peaden Air Conditioning, Plumbing & Electrical's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

23 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/12/2025
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.
We accepted a contract to have our HVAC system replaced on 4/12/25. The comfort care specialist, Paul, included a 24x24 filter grill in our contract. It has yet to be received, despite us reach out multiple times via phone, and even texting Paul. We've been given nothing but the run around from customer service, and Paul has yet to respond.
Business Response
Date: 06/18/2025
Thank you for the opportunity to respond to the complaint submitted regarding the HVAC system replacement completed by Peaden.

We have reviewed our records and would like to confirm that all contracted work, including the installation of the 24x24 filter grill, was completed on May 7, 2025. Photos and the corresponding invoice documenting the completed work are attached for your reference.

As part of our continued commitment to customer satisfaction, we have contacted the customer directly on June 18, 2025, and left a voicemail to confirm that the work has been completed to their satisfaction.

We regret any inconvenience the customer may have experienced while trying to follow up on the status of the grill installation and will review internal communication processes to help ensure a smoother experience in the future. If there are any additional concerns or items needing clarification, we welcome the opportunity to address them directly.

Sincerely,
Cat *****
Customer Experience and Compliance Manager.
Peaden Air Conditioning, Plumbing & Electrical
***********
Initial Complaint
Date:02/25/2025
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 filing a formal complaint against Peaden for failing to resolve a longstanding issue with our hot water heater installation and refusing to honor a written refund agreement.
December 11, 2023 – Peaden installed a 50-gallon hot water heater with a Remax booster, but the system failed from the start, providing only 7 minutes of hot water with fluctuating temperatures.
February 6, 2024 – Reported the issue to Alexi Evans, stating the significant downgrade in performance.
Spring 2024 – Peaden replaced the Remax booster, but the problem persisted despite electrical checks.
October 8, 2024 – Peaden removed the booster and refunded its cost, yet the system still malfunctioned.
October 17 & 23, 2024 – Peaden installed another booster, but issues remained unresolved.
December 12, 2024 – Charlie from Peaden assured us of a full refund if an upgrade to an 80-gallon heater did not resolve the problem.
January 6, 2025 – Peaden installed a 80-gallon water heater. The power was initially left off, and after manually activating it, the water remained lukewarm, failing to heat.
January 9, 2025 – Peaden, in writing, offered a full refund if a thermometer test confirmed failure.
January 10, 2025 – We accepted the offer in writing, Peaden’s Service Manager confirmed a water temperature of only 70°F, meeting the refund criteria. Later that day, Peaden attempted to alter the agreement, offering only a partial refund, requiring heater removal for third-party testing.
February 11, 2025 – Despite multiple follow-ups, Peaden failed to issue the promised refund.
February 13, 2025 – Peaden’s, Cat *****, refused the refund, citing company policy and introducing new inspection requirements outside the initial agreement.
Peaden made a written offer of a full refund if the test confirmed failure, which we accepted. The test validated the failure, yet Peaden now refuses to honor the agreement. We request the immediate issuance of the full refund as promised in writing on January 9, 2025.
Business Response
Date: 03/26/2025
Dear Better Business Bureau,
I am writing in response to the complaint filed by Mr. and
Mrs. Angie and Scott ***** regarding the issues with their hot water heater
installation and the refusal to honor a written refund agreement. Included you
will see our email correspondence over the January 2025
Upon investigating the situation, Peaden has determined the
following:
Initial
Installation and Subsequent Troubles: On December 11, 2023, Peaden
installed a 50-gallon hot water heater with a Emax booster, which
experienced immediate performance issues, providing only 7 minutes of hot
water with fluctuating temperatures. We subsequently addressed this by
replacing the Remax booster in Spring 2024. Despite multiple checks, the
problem persisted, and Peaden refunded the cost of the booster in October
2024.
80-Gallon
Water Heater Installation: On January 6, 2025, Peaden installed an
80-gallon water heater in an attempt to resolve the issue. However, the
water remained lukewarm, and the system failed to heat adequately. After
several conversations Peaden and The *****’s made an agreement to allow
Peaden Management onsite to make an visual assessment of the water heater.
Testing
and Agreement Alterations: On January 10th, 2025, Peaden was
allowed on the property to complete a temperature test. During a visual inspection of the water heater,
Mr. ******, Peaden’s Service Manager, noted that he did not observe any audible indication of power from the heating elements, hen Mr. ***** turned on a hot water faucet that the water heater supplied. This audible lack of power raised concerns about
power being supplied to the equipment. The request to see the electrical panel
was denied by the *****’s. The
80-Gallon water heater the temperature gauge was reading 70°F, which
indicated that the water was at room temperature.
Offer
for Resolution based on findings from January 10th, 2025: Peaden responded in writing to Mr. and Mrs. ***** that due to the inability
to confirm the water heater was receiving power, we would like to remove
the water heater for further testing by a third party. Failure was unable to be determined onsite
with the lack of power to the equipment.
Peaden stated that we would gladly refund an additional portion
until the manufacture testing was complete. Mr. and Mrs. ***** denied that offer and
stated they wish to keep the unit and receive a full refund.
Refusal
of Further Testing and Refund: While Peaden remains committed to
resolving the matter, the *****’s have refused to allow the removal of the
80-gallon water heater for third-party testing. This refusal has made it
difficult for Peaden to determine whether the system is truly
malfunctioning or if there are external factors influencing the
performance.
Despite these challenges, Peaden has already refunded Mr.
and Mrs. ***** the cost difference from the original 50 Gallon water heater
purchased in 2023 and the upgraded 80 Gallon water heater in 2024, in the sum
of $2,438.00. We offered additional
resolution of half of the original purchase price, upon removal of the
allegedly failing 80-Gallon water heater for third-party testing. If testing
confirms that the heater is malfunctioning, Peaden has pledged to refund the
remaining balance. However, without cooperation on the requested removal and
testing, Peaden is unable to proceed with resolution and at this time we
consider this matter closed.
We understand that this situation is frustrating for Mr. and
Mrs. *****, and we are eager to reach a resolution. However, it is important to
note that Peaden offers a Satisfaction Guarantee not a money back guarantee. Inconsideration of all our attempts to make
this right, Peaden formally withdrawals any offer for additional compensation.
If the *****’s are willing to allow Peaden to remove the 80-gallon water heater
for manufacture testing and it is found faulty then Peaden will gladly replace it
at no additional cost.
During this time the *****'s also contracted Peaden to compete electrical work that included having a third party make sheetrock and siding repairs. This work per Mr. ***** upon completion was all satisfactory.
Customer Answer
Date: 03/26/2025

Complaint: 22987998

I am rejecting this response because: Peaden conveniently did not include all of the email correspondence where we did agree to their terms and when they didn't like the results of the test that Peaden defined, they changed the terms. They also wanted to remove the hot water heater, give us another portion of the money back but not give us another hot water heater. In essence, we would have been without a hot water heater and if the testing found nothing was wrong, we would also be out a portion of money. I'm attaching the full email correspondence so the public can see that Peaden wanted to change the terms of the agreement when they know they screwed up. We also did not authorize Peaden to come back to our property to do additional touchup on the electrical panel. That was months after the job was complete. Peaden is not to be trusted by any consumer.

Sincerely,

Scott *****
Business Response
Date: 03/27/2025
In reference to the response received from Mr. and Mrs.
*****, I want to clarify that I do not find fault with the email attachment
they provided. The attachment was not intentionally omitted in my previous
correspondence; I had downloaded it with intention to attach and failed to do
so prior to clicking submit, it was simply an oversight on my part. I have
attached the document to ensure that everyone is on the same page, and it is
identical to the original file.

To provide further context, the original offer made by Mr.
and Mrs. ***** to retain the equipment was based on their desire not to have a
Peaden Service Professional return to the site. However, both of the offers
presented were contingent upon specific results, which included confirming the
equipment’s functionality through testing. Specifically, the test results
needed to confirm whether the equipment was functioning correctly.

There were a couple of issues raised: the audible indication
that there was no power to the equipment, and the request to inspect the
electrical panel was denied. Unfortunately, without being allowed to view the
electrical panel to confirm the water heater was getting proper power supply neither
of these issues were able to confirm proper functionality of the water heater.
This in turn resulted in the need to have the water heater removed for third
party testing, so Peaden would have sent the equipment back to the manufacturer
for testing.

At this point, Peaden is happy to send a technician to the
site to assess the power supply to the equipment. We will verify whether the
equipment is receiving proper power and determine whether it is functioning
correctly. If the equipment is receiving the correct power but still not
heating the water to the manufacturer’s specifications, we will proceed with
removing and replacing the unit. However, if the equipment is receiving proper
power and is heating the water within the specified range, we will consider
this matter closed.
Thank you for your attention to this matter. Please let us
know how you would like to proceed.
Sincerely,
Cat *****
Customer Experience Manager
Peaden Air Conditioning, Plumbing and Electrical
Customer Answer
Date: 03/28/2025

Complaint: 22987998

I am rejecting this response because: Again, we accepted your offer which stated:
"Before we proceed with the removal and refund, Peaden requires your consent to conduct an inspection to validate the temperature issues. This will assist us in filing warranty claims with the equipment manufacturers. The testing will involve a recorded thermometer assessment conducted by myself and Mrs. ******, should you permit us to access your property. This process must occur at your residence to verify any issues, enabling us to file a claim with AO Smith.

Upon completing the thermometer test, we propose the following courses of action:
If the test confirms a failure of the equipment, we will gladly refund the original purchase amount of the water heater from December 2023, and you may retain the equipment.
If the thermometer test meets manufacturing specifications, we will uphold our original position of not issuing a refund, and you may retain the equipment.
Peaden prefers not to remove the equipment since you have requested not to have a Service Professional back on your property."
The offer was for a temperature test, not any other testing. We accepted your offer as you wrote it, The person who made the offer was present during the test and informed the technician that is all she offered and we agreed to allow the temperature test. Peaden keeps trying to change the offer that you made when the results did not work out in your favor.
We did not and do not trust any Peaden employees to touch any of our equipment. On no less than 5 service calls from Peaden, every single one had issues, technicians lied to our face (told us the water heater was plugged in and heating, when in fact, the plug was sitting on top of the water heater) and has cost us thousands of dollars to hire other companies to fix the broken work Peaden does. A faulty gas regular was installed, causing us to replace the pool heater, another technician blew off a part of the AC unit when trying to unclog it and had to come back to repair it, and the list goes on and on. We want to make sure that the public knows Peaden does poor work, has untrained technicians and should never be hired.

Sincerely,

Scott *****
Initial Complaint
Date:01/30/2025
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.
12/13/24 appointment was made for a possible leaky shower valve and technician was dispatched.
Upon arrival and inspection it was noted that the valve may have to be replaced and an estimate was made in the range of $700.00 + I signed agreement and scheduled followup appointment for next two days and was told I'd receive agreement but never did so I did not have a full disclosure of what the seemingly outrageous cost was for. I contacted my home warranty company to have a second opinion and they diagnosed nothing was wrong twice; So now I'm left stumped as to why one company I have a service plan with is seemingly ripping me off while another finds nothing two times in a row. I'd like to have a resolution of finding out why the repair would have been so much in the first place and that it to be completed with no out of pocket expense and possibly a refund of my service plan for the last 4 months.
Business Response
Date: 02/14/2025
Dear Mr. *******
Thank you for sharing your concerns with us. We sincerely apologize for any confusion or frustration you experienced. We take all customer feedback seriously and would like to address your concerns in a clear and transparent manner.
On December 17, 2024, our Service Professional, Peaden, was dispatched to assess your reported leaky faucet. After evaluating the situation, he confirmed there was no water present behind your wall but recommended the replacement of your shower cartridge to prevent any future leaks. To ensure you were well-informed, Peaden provided two options for the recommended work and explained all associated costs upfront. The estimate of $723.00, which included a 15% member discount, was agreed upon by you at that time.
We pride ourselves on transparent pricing and want to clarify that the cost includes not just labor and materials, but also other factors such as overhead and operational costs. This transparent pricing structure allows us to offer clear and upfront estimates, with no surprises. In fact, should any unforeseen complications arise during the job, our prices remain fixed and would not change, even if additional time or work is required. For a project like yours, Peaden would earn approximately a 10% profit margin.
We understand that you sought a second opinion from your home warranty company, which reported that no issues were found. We appreciate this effort and would kindly request a copy of their diagnostic report for review. It is always helpful to compare diagnoses to ensure that we are providing the best solution possible.
Before the work began you contacted Peaden to cancel the project, we fully respected your decision and want to confirm that, as a member, you were not charged the standard dispatch fee of $89.00 for our technician’s visit. Additionally, no payment was collected for work that was not performed.
In regard to your request for a refund of four months of membership, we are sorry to hear you feel dissatisfied with our services. However, we want to remind you that as a member, you’ve already saved over $300.00 with us, and we continue to offer our services at competitive rates. We value your membership and would love to continue providing you with quality service.
We genuinely regret that you feel that we were not up to your expectations, and we hope that by addressing your concerns, we can bring resolution to this matter. Please do not hesitate to reach out with any further questions or to provide us with the second opinion report.

Sincerely,
Cat *****
Customer Experience and Compliance Manager
Peaden Service Professionals
Initial Complaint
Date:12/06/2024
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 had peaden electric company come out to check our power , the power wasn’t working properly. The guy that came out to our home never removed the panel to the breaker box inside, he just opened the little door (you can’t see anything with the panel still on- stated by our electrician) he didn’t look at the breaker box outside at all, it is sealed from our power company, and yet he told us he CHECKED BOTH boxes and that both would need to be replaced. He wanted to charge us 7,500 dollars to switch out the boxes , that he stated are “no good”. He THAN charged us 89.00 dollars for what he called a “ service fee” even though he did ABSOLUTELY NOTHING! we had another electrician come out for a second opinion, this electrician started by removing the electrical panel from the inside box to actually take a look at it , he then looked outside and even though he couldn’t look in the outside box he still checked the wires connected to it , he suggested that we call our power company as he believed it was a problem on the power company’s end . He didn’t charge us anything, no “ service fee” whatsoever and he ACTUALLY did something. After calling the power company they confirmed that it was a problem on their end and NOT ours nothing was wrong with our boxes and it was a FREE fix NOT 7,500 . We paid Peaden a fee of 89.00 and ALL he did , and continued to try to do was rip us off!
Business Response
Date: 12/24/2024
Thank you for reaching out and sharing your concerns. We understand the importance of transparency in our services, and we’d like to provide clarity regarding the actions taken during your recent service appointment.
Our Service Expert conducted a thorough evaluation of your electrical panel to diagnose the issue of partial power. During this evaluation, it was identified that your current electrical panel is a Federal Pacific model, which is widely recognized as a hazardous panel. This type of panel can present significant safety risks, and in many cases, it is also considered non-insurable by insurance providers.
Regarding your request for a refund of the $89.00 dispatch fee, please allow us to explain that this fee covers the comprehensive time and effort involved in booking your job, selecting the appropriate Service Professional, and the time spent on-site to assess the situation. The dispatch fee is not solely for the visit, but rather for the complete service process, including the evaluation of your electrical system to ensure it meets safety standards. Considering your feelings we offer to you a Credit on your account for any future services you may need, but we do not feel that a refund of our Dispatch Fee is warranted at this time.
Given the potential risks associated with a Federal Pacific panel, we typically recommend that our customers receive an estimate for replacement. This recommendation is made to ensure the safety and reliability of your electrical system moving forward.
Attached to this response you will find the photos taken during the assessment and detailed information regarding your panel. Please let us know if you would like us to send these to you or if you have any further questions about the next steps.
Thank you for your understanding, and we remain at your service for any future needs.
Sincerely,

Cat Coyle
Quality and Call Center Manager
Initial Complaint
Date:10/07/2024
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.
On January 31, 2014 Aquasauna water conditioner softner was purchased and installed by Peaden of Panama city Fl. I paid 2392.00 on that day.
On May 15, it developed a terrible leak. Master plumber came out and examined. Promised to get it repaired by next day. May 16 plumber was here for nearly 5 hrs.
May 17, I was awakened by a down fall of water in my yard.
Upon calling , I was told no plumber was available but would relay message to supervisor.
Mind you I pay city water and sewage.
In desperation I called 3 other plumbers. One was able to come within the hour. Upon repair of 1261.42 he informed me in writing that system pluuming was wrong , and that was the reason for constant leak.
After further information, Aqua sauna manufacture stated the system is completely installed incorrectly.
Also according to them, Peadon is not an authorized seller or installer of their product.
I have emailed and phoned 8 times and the only resolution is 1 year of service and 200.00 in Peadon bucks.
Both of these I reject. A full refund of ALL money paid on behalf of faulty workmanship and system itself for a total of3700.00. Is only resolution.
Business Response
Date: 10/21/2024
Our notes indicate that we have offered $200.00 credit to the account belonging to Mrs. Bessie **** and offered to schedule a call
with our Service Professional Team to review the system. As far as a $1200.00
reimbursement, we are not able to reimburse you for paying another company to manipulate a system installed by Peaden , without a Peaden Service Professional being present while they were working on it. While we understand the frustration, Peaden has offered several times to
return and make any corrections that need to be made to ensure you are 100%
Satisfied with the water filtration system.
The terms and
conditions that are included in your purchase agreement, state that our 1-year
Satisfaction Guarantee provides Peaden the ability to return and make any
corrections or repairs due to workmanship.
c. Remedy - Should any nonconformity with this warranty appear in such
parts and material during the term of this warranty, upon timely notification
by Customer and Peaden’s opportunity to inspect the parts and material and
verify the nonconformity, Peaden shall, at its option, repair or replace the
nonconforming part or material. THIS SHALL BE CUSTOMER’S SOLE REMEDY.

I have reviewed your account and concerns with our General Manager, and as advised in email communication directly with you, I stand firmly behind her decision as the General
Manager. We will gladly schedule a visit to investigate the Water
Filtration System, which since you have had a third party alter the system, it
legally does waive our Liability, I see where she wants to take care of you by
extending a Free Membership, $200 credit on your account and a cost-free visit
to ensure the water filtration system is working according to expectations.
d.
Limitations. This warranty is conditioned upon proper operation and maintenance
by Customer and shall not apply if the failure is caused or contributed to by
accident, alteration, abuse, or misuse, and shall not extend beyond the term of
this Agreement. This warranty is further conditioned upon timely notification
of any claims by Customer. This warranty is given by Peaden and accepted by
Customer in lieu of any and all other remedies, warranties, and guarantees,
express or implied, and IN LIEU OF ANY WARRANTY FOR MERCHANTABILITY OR WARRANTY
OF FITNESS FOR A PARTICULAR PURPOSE
Customer Answer
Date: 10/21/2024

Complaint: 22381573

I am rejecting this response because:

this establishment is not qualified to remedy or repair .

Sincerely,

Bessie ****
Business Response
Date: 10/23/2024
Peaden is qualified for remedy and repair, however Mrs. **** has already had another company work on the product. With at third party conducting work on the equipment it nullifies the 1 year warranty originally provided. Peaden continues to hold firm on our offer to Mrs. ****.
Customer Answer
Date: 10/28/2024

Complaint: 22381573

I am rejecting this response because:

It is not satisfactory on statue.

Sincerely,

Bessie ****
Initial Complaint
Date:10/02/2024
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 received a quote from Peaden for a whole house generator and approved the work to begin. I approved a location with the estimator and approved the very hefty amount (over $15k) for work to begin "by the end of the week."

2 Weeks later, the "work" was performed. First, they installed the generator quite literally in the middle of my lawn -- very far out from the house and not where I'd agreed upon. The install team could not have been a bigger group of knuckleheads and were yelling to each other about how they were "gonna have to jerryrig" this or that. They left without hooking up the gas line.

I had to call multiple times to schedule a plumber hooking up a gas line, which was finally done. There have been 2 gas leaks thus far from that work. He also left without testing the generator.

The generator itself does not work. The first time I called about it, the electrician came out and said, oh no it works, they just forgot to put it in automatic transfer mode. He showed me how to change it back and forth from manual to automatic mode. OK so far.

A week later, now, and power is out to 3/4 of my house because of how badly the knucklehead install team bungled my electrical. I was going to switch it to the generator to see if that could fix the issue while waiting for an electrician to come fix the wiring, but guess what? The generator is completely dead now! The panel has no power. The fuse is not blown and who knows wtf is wrong with it now.

They came out here to install a generator and they:
1) put the generator in the wrong place
2) bungled the electrical aspect of the install so now I don't even have power when there is no outage
3) messed up the gas line to where we have had multiple gas leaks
and
4) didn't even install the generator correctly because it's not working after less than a month

I really don't know how they could've done any worse short of setting my house on fire, which I am not totally sure their electrical work won't eventually do.
Business Response
Date: 10/17/2024
We are currently in discussions with Mr. ******* regarding the placement of his generator. Our representative from Peaden has spoken with and presented Mr. ******* with an Agreement letter aimed at addressing his concerns. At this time, we are awaiting Mr. *******’s feedback on the agreement.
We appreciate Mr. *******’s patience and are eager to work collaboratively to reach a satisfactory resolution. We will continue to follow up with him and keep the lines of communication open.
Cat
Customer Experience and Compliance Manager.
Initial Complaint
Date:07/25/2024
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 July 15th Peadon arrived to perform a Tankless Hot Water Heater Flush/Descale. Upon arrival Technician spent 20 minutes trying to hard sell us on an Elite package deal for $25.00 per month/$300.00 per year which will cover the Hot Water Heater flush. We stated, we do not need a package deal just a flush/descale. The Technician advised flush/descale will cost $613.00. We declined service due to the outrageous cost. In the end Peadon charged our credit card a service fee of $89.00. They did not provide a service, they tried hard selling us an Elite service contract and their tactics appear to be fraudulent. We called Peadon to complain. There was no response. We notified credit card company to dispute charge. We are considering reaching out to Consumer Affairs due to the somewhat fraudulent sales tactics to flush/descale a Tankless Water heater. In the end we had a certified technician flush HWH for $110.00.
Business Response
Date: 07/26/2024
Dear Mrs. ******,

We acknowledge receipt of your complaint submitted to the Better Business Bureau concerning the $89 service fee levied by Peaden Air Conditioning, Plumbing, and Electrical. We recognize that, in the current economic climate, service costs are a significant concern for many of our customers.

The service fee encompasses the expenses associated with the time our Service Professional was dispatched, the travel incurred, and the duration spent with you to discuss various options and pricing relevant to the flushing and descaling of a tankless water heater. At the time of scheduling your appointment, you were informed of the $89 fee and its application toward the total cost of service, contingent upon your approval.

We are aware that Peaden’s rates may be higher than those of some competitors; however, our pricing reflects numerous benefits, including a one-year warranty on any services rendered. We regret that you did not perceive the value in an Elite Membership and felt that our Service Professional engaged in an aggressive sales approach.

Enclosed, you will find a copy of your signed agreement for the $89 service and we also have the recording in which the details of the fee were thoroughly explained and to which you consented. We will be happy to share that with you via email, unforntuenly the call file is much too large to include here.

Thank you for your understanding.

Sincerely,
Cat *****
Quality, Process & Compliance Manager
Peaden Air Conditioning, Plumbing, and Electrical
Customer Answer
Date: 07/26/2024

Complaint: 22044241
Dear BBB,
Peaden response is not acceptable. They never disclosed cost to service tankless hot water heater at $613.00. In the same community, with the same tankless hot water heater, Peaden charged my sister In-law $55.00 with No Plan. When my wife called Peaden they took her credit card information as a hold. When the Technician was finished trying to hard sell her on the Elite plan we declined, he told my wife I need your credit card information for the service charge. My wife felt there would be an issue with the aggressive Technician. She told him Peaden had my credit card information. He said I need it again. My wife provided information to avoid a scene. We figured we would call the office in the morning. The Peaden office never returned our call.
BBB do you have any suggestions, since it appears, based on Peaden's first response they don't care about potential customers. I feel their tactics are fraudulent. Should I contact Consumer Affairs, The attorney General's office or someone at the Governor's office. I want people to be aware of the aggressive tactics by Peaden and their Technicians.

am rejecting this response because:

Sincerely,

Barry ******
Initial Complaint
Date:07/11/2024
Type:Service or Repair 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.
SUMMARY OF COMPLAINT

On May 29, 2024 a technician/salesman/closer from Peaden Air Conditioning, Plumbing & Electrical who serviced my geothermal heat pump intentionally tampered with the high pressure Shrader valve causing the R-22 refrigerant to leak out. The unit had not been cooling properly and he was supposed to recharge the system only. He provided no paperwork showing a breakdown of The charges amounting to $1,422.15. His claim that the recharge took four pounds of R-22 is highly questionable, and he inadvertently left evidence of his tampering. Clearly, the purpose of his visit was to pressure me into agreeing to purchase a new unit from Peaden before he left.
Business Response
Date: 07/18/2024
Dear Mr. *******,

Thank you for bringing your concerns to our attention through the BBB. We appreciate the opportunity to address any issues you may have experienced with our services. We are grateful for your cooperation in allowing Peaden to revisit your home on July 15, 2024, to replace the shraeder core at no additional cost to you.

Furthermore, we can confirm that a refund of $820.00 was processed on July 12, 2024. We trust that the resolution reached between yourself and our management team meets your satisfaction. Should you have any further concerns or feedback, please do not hesitate to reach out to us directly.

Warm regards,

Cat *****
Quality, Process & Compliance Manager
Peaden team
Customer Answer
Date: 07/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21973844, and find that this resolution is satisfactory to me.

Sincerely,

Daniel *******
Initial Complaint
Date:06/07/2024
Type:Sales and Advertising 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.
Peaden Air conditioning wont stop texting me with advertisements for services, I have called them and asked them to stop countless times but they continue. I just want the harassment to stop
Business Response
Date: 06/07/2024
Dear Mr. ********,

Thank you for reaching out to Peaden Air Conditioning, Plumbing, and Electrical via BBB. I have conducted a search for your name and daytime phone number in our system, but unfortunately, I was unable to locate either. To ensure that you are removed from our advertising list, could you please provide me with the phone number where you are receiving these advertisements directly? You can contact me at ***************** or ************. Our goal is to deliver professional service to you and your family, and not to inundate you with unnecessary advertisements.

Thank you for your cooperation and understanding.

Sincerely,
Cat ***** - Quality, Process & Compliance Manager
Customer Answer
Date: 06/14/2024

Complaint: 21813875

I am rejecting this response because:

You continue to text me advertisements. I want it to stop immediately. I received another today 6/14/2024

Sincerely,

Steven ********
Business Response
Date: 06/17/2024
Dear Mr. ********,

Thank you for providing us with the update. We sincerely apologize for the inconvenience caused by the advertisements. As per our previous discussion, we have successfully removed your contact information from our software program. However, it has come to our attention that you are still receiving the advertisements. Despite our previous request to have your phone number removed from our marketing list, it appears that this was not done as advised. Rest assured, we are currently conducting a thorough investigation into this matter with the assistance of our Marketing team.

Thank you for your patience and understanding as we work to resolve this issue promptly.

Regards,
Cat *****,
Quality, Process & Compliance Manager.
Customer Answer
Date: 06/17/2024

Complaint: 21813875

I am rejecting this response because:

Nothing has been fixed, I have endured months of spam test messages despite countless requests to stop. This should not be legal. This harassment is completely ridiculous

Sincerely,

Steven ********
Initial Complaint
Date:05/24/2024
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.
Peaden caused damage to my home and refuses to repair the damage.

Peaden employees stepped on duct work and crushed it where it reduced the air flow and thus increasing electric cost and placing additional strain on HVAC unit which they wired wrong 3 times.
They replaced damaged insulated duct tube with uninsulated duct tube.

They replaced wrong breakers after the permit was closed and refuse to have the panel reinspected. They failed the inspection three times. and then threatened to file suit if they were not paid. I informed Peaden they would be paid as soon as all the repairs were complete. Peaden refused to fix the damages they caused when I had them replace my HVAC. Since they wanted to get paid they provided the Air Filter that had been promised months prior on the HVAC contract. They will only fix damages if they are owed money. If they are not owed money they will not fix damages they caused.

I was give given a 500 dollar deduction for the damaged interior wall.

They paid ******** 1500.00 dollars but a misunderstanding between ******** and myself the contract was canceled. Peaden was refunded the 1500.00.

I had another company replace my plumbing and Peaden now refuses to pay ******** the same 1500.00 for the damage they caused and are mad because I did not use their plumbers. Peaden states that they do not have to pay because I did not use Peaden plumbers and thus nullify the damage to the encapsulation.

I cancelled a trip to the Phillipines because Mr. ******* informed me on Monday that he will have the work done on Friday when I was leaving on Sunday. The cost of 1000.00.

The 1500 was for the wall and cancelation of my trip.

They refuse to pay for the 1500 encapsulation damage to ******** because I did not use Peaden plumbing.

******** inspected and gave the price of 1500 for the damage caused by Peaden.
Included is the ******** contract back in February before any other work was done on the Plumbing.
Business Response
Date: 05/24/2024
We sincerely appreciate you taking the time to provide
feedback on our services. It is with regret that we hear about the challenges
you have faced, and we want to assure you that we take your concerns very
seriously. Our team has been fully dedicated to resolving the issues we have encountered
to the best of our ability.
We want to express our gratitude for your patience and
understanding as we have diligently worked towards finding solutions and
offering you appropriate relief and financial compensation for any damages
incurred. Upholding high standards of work is a priority for us, and we are
committed to rectifying any mistakes that may have occurred.
Regarding the encapsulation replacement, we have taken steps
to address the issues promptly and courteously. It is important to clarify that
while we cannot assume accountability for the entire replacement, we have made
efforts to resolve the matter in a timely manner. Specifically, we would like
to mention that the paid-for Vapor Barrier repair was canceled due to a
misunderstanding between you and ********. Peaden deducted $1500.00 from your
invoice before payment, $500.00 for the unmatched paneling and $1000.00 towards
the Vapor Barrier – not the total encapsulation. The matter of your trip was
not discussed during the payment process.
We value the opportunity to work with you and are committed
to ensuring that your experience with us moving forward is a positive one.
Sincerely,
Cat *****
Quality, Process and Compliance Manager.
Customer Answer
Date: 05/24/2024

Complaint: 21754724

I am rejecting this response because:
on 12/19/2023 I recieved a quote of 23,079.00 to have the all two wire electrical wire replaced. ******** account was established for financing with total of electrical cost as the loan agreement. I also inquired about having my HVAC serviced.
The HVAC service used high pressure tactics and convinced me to sign the contract the same day for the HVAC to be installed within a few days. The Peaden employee then went into my ******** account without my permission and started to change the amounts because I did not have the upfront cash required. This caused a large decrease in my credit score and several issues. I closed the ******** account. As long as I owed them money they would try to fix the issues. Peaden wired the HVAC wrong three times. Costing me time and money. Every time I called they had to rewire the system. The solution was a free high end Air Filter and fixing the issues. After I paid the entire amount Peaden canceled the maintenance program. I found out later the excuse was that my credit card was expired. Funny because the card does not expire until 2026. On May the 20th I had refused to pay the remainder on the electrical contract until all damages and issues were taken care of. I finally received the High End Filter 5 months later and because I refused to pay them the remainder. It is my belief they did not plan on providing the Air filter that was promised as compensation for all the HVAC issues.
Peaden installed a HVAC system and charged me 13050.00 for the system.
I was going to cancel the electrical but the GM promised 5 star service on the electrical. As compensation and good will he promised a high end Air Filter as compensation. It was not delivered until after 5 months when I withheld the final payment.
Ms ***** tried to haggle with me for payment and stated that she would settle only if I gave up my first amendment right to free speech and removed all the factual accounts I had posted on Peadens quality of service and one star review. When I refused to give up my first amendment rights she relented and settled to trying to fix all the issues.
From the beginning I stated to Peaden that I would pay as soon as all the issues were fixed. They were demanding payment even before the job was complete. They went as far to file an intent to file suit to receive payment. I have all the emails and pictures of the one star work completed by Peaden. I have pictures of electrical wires dangling in the crawlspace where the only thing holding them in place was the two small screws in the outlets.
In the process of replacing the old two wire electrical wire they damaged the following.
I had planned a trip to the Philippines for the 19 of March. On the 13th off March Mr ******** stated he and his 5 foreman will come in on the 17 to fix all remaining issues. I was stressed and had taken anxiety medication due to the legal actions when Peaden issued a notice of intent to file suit. I cancelled the trip because It would take longer than one day to fix all the issues. and Mr ******* would not do any work until two days prior to my departure. I stated it would cost me roughly 1000.00 to cancel the trip.
Brick exterior wall when they use a small drill and hammer and chisel. Instead of a bore. They repaired it.
Peaden drilled a hole from the ceiling into the main electrical Panal box and went through to the Dining room and damaged a panel. The paneling can not be replaced so they offered a 500 dollar compensation.
The electrician stepped on insulated AC duct tube and crushed it reducing air flow. It was replaced with uninsulated Air duct tube.
The Okaloosa inspection on February 1st and failed. The second was on 20 of February it failed again and Peaden tried a third time when I was in the Philippines and failed again. I was informed that they passed the inspection on the 16 of May and demanded payment. I looked at my security cameras and no-one had been on my property. Apparently the permit was closed on the 16th of April. As I kept informing Peaden that I would pay the remainder when all the issues had been resolved. Peaden replaced some circuit breakers that the first inspection failed. Peaden replaced them on the 17 of May and refuses to have it reinspected to include all the wiring being secured. Peaden did additional work on the permit or basically without a permit and refuses to have it reinspected.
Peaden cut two holes in the attic walls to make it easier for them to get through but only partially fixed one hole.
Peaden tore up the crawlspace encapsulation and I had ******** inspect and signed a contract with them. ******** and I had a misunderstanding and the contract was canceled. The 1500 was refunded to Peaden.
I then had another company redo my plumbing. Peaden now states that the encapsulation contract was voided because I had another plumbing company redo my plumbing. I had had nothing from Peaden but excuses and poor quality workmanship.
As discussed on the 20th of May. Mr ******* would credit me 1500.00 for the hole in the wall and the cost of cancelation of the trip. Since they did not show up on the 17 as promised but the 20 after I had to cancel my trip departing the 19 to have the work completed. I paid the remainder as promised because I believed that the General manager and 5 Forman and several crew members had completed all the work. When I inspected the crawlspace the electrical wire was secured but very little was done on the encapsulation. They actually took out 6 inch stakes and put down some fabric and tape that had been left over from the installation. They did not replace the stakes and now have to crawl around and find all the stakes they pulled out but did not replace. They also used tape instead of the stakes so now I have an issue with stakes everywhere in the crawlspace since they took them out but did not replace them. The stakes have rust and a health issue.
The 1500 was for the hole in the wall and the cost of cancelling my trip.
The 1500 encapsulation damaged was done by Peaden and Peaden is upset because I did not use them.
I would like the electrical inspected again since it was conducted after the initial permit was closed since work was done on the main panel and electrical wire secured.
Since I paid Peaden 36,593.50. Which includes an additional cost of paying 1965.00 to fix one - two wire they missed which was covered by the original contract but refused to repair. The account is paid in full and Peaden refuses to fix existing issues.

Sincerely,

Norman ********
Business Response
Date: 06/25/2024
Mr. ********,
First and foremost, we want to clarify that Peaden did pay ******** as agreed, but unfortunately, you canceled the work that was planned. Our management team spent time with you to address the crushed duct issue and attempted to rehang some of the damaged vapor barrier in your crawl space. We were willing to repair the damage at a cost of $1,500.00 as quoted by ********, but again we understand that you decided to cancel that work.

It is important to note that Peaden is not liable for the entire replacement of your encapsulation, as we had already made efforts to address the damage that was directly related to our work. We have been committed to resolving any issues that did arise from our services, and we are disappointed that you have chosen to take this route.

We would like to reiterate that we have complied with all repairs and even provided a deduction of $1,500.00 off your HVAC purchase in an effort to address the concerns you raised.
At this point, Peaden
considers its obligations to you to be complete.

Sincerely,

Catherine *****
Customer Answer
Date: 06/27/2024

Complaint: 21754724

I am rejecting this response because:
The following is a list of damages caused by Peaden.
Peaden failed the electrical inspection 3 times. They had it passed without anyone inspecting the work completed and closed out the electrical permit. Peaden did major work on the Main Panel Box after the permit was closed and did not have it reinspected.
1500.00 was the estimate for the repair for repairing the damage to the encapsulation. ******** and I had a disagreement when they wanted to charge more after the estimate. When I contacted other companies the price went to over 10,000. So I was still searching for a repair company that was not outrageous.
500.00 for damage to paneling that could not be replaced.
1000.00 for cancellation of out of Country trip because on Monday when informed them I would be out of the Country on Sunday the GM stated he and all the foreman will be out on Friday. No one showed up on Friday but actually Monday when I would have been on my way out of the Country. The cancellation cost was from fee's and non refundable accommodations. The trip had been planned months in advance.
1000.00 for broken Gun Case. Paid
Damage to exterior Brick wall. Repaired
Crushed duct work. They crushed insulated duct and replaced it with non-insulated duct.
I had to pay for my mink blankets to be cleaned since they placed tools and and garbage on the beds. It took several days to clean the house because they did not put down traffic plastic down and were only professional when a foreman was around. They had tools and tracked mud in the house and put down dirty tools and brackets everywhere.
I had to postpone my trip for several months due to the fact that prices for the plane fair are considerably far more expensive without planning and booked several months out.
When the GM and all the foreman came out to fix all the issues I figured that everything had been done up to standard since the GM was also working.I was wrong.
I agreed with they GM that the 1500.00 deduction was for the canceled trip and the panel that had been damaged.
They have yet to fix the encapsulation. Since they paid ******** the 1500.00 when ******** and I had a disagreement the Payment was returned to Peaden.
When I asked them to pay me for the encapsulation they refused. I have to pay a whole lot more than the 1500.00 to have the encapsulation repaired.
Peaden argues that the 1500 was for the partial encapsulation and wall. I have heard several different mixes on what it was for.
Total damages that I am stuck with is 3000.00. Peaden only reimbursed me for 1500.00 and they repaired the damaged items with cheaper quality products.

Sincerely,

Norman ********
Business Response
Date: 07/18/2024
Dear Mr. ********,
We apologize for any inconvenience you experienced during your interactions with our team. We take customer feedback seriously and have taken steps to address the issues you have raised.
We have complied with and corrected all errors and repairs directly resulting from our work. Additionally, we previously approved and prepaid ******** for the Vapor Barrier repair quote provided by you. While we understand the disagreement that arose between you and ********, therefore we provided a $1000.00 deduction to your invoice to compensate for those repairs being cancelled. Regarding your claim that you were provided a $1,000.00 deduction due to having to cancel a trip was not communicated to me and there is nothing in writing that the $1,000.00 deduction was for that. When payment was provided the $1,000.00 deduction was applied to assist you in proceeding with repairs on your vapor barrier. Per conversation with you and our management team, you had another company in the crawl space after Peaden therefore, the extent of the vapor barrier damage cannot be factually determined to be the result of the Peaden team. We attempted to rehang some of the old vapor barrier while on site as a courtesy.
Furthermore, we provided a $500.00 deduction to your invoice for the unrepairable panel wall. We have done our best to rectify the situation and offer fair compensation for any damages incurred.
At this time, we consider this matter closed and kindly ask for a cease and desist on further communication regarding these issues.
Sincerely,
Cat *****
Quality, Process & Compliance Manager
Customer Answer
Date: 07/19/2024

Complaint: 21754724

I am rejecting this response because: Peaden lies and only attempts to fix issues when they are owed money. As the General Manager stated it was a verbal agreement which he now states I do not have anything in writing. I trusted the General Manager and now know he can not be trusted and could be a good politician. I would like to make a statement that Peaden should not be paid until all issues be resolved because if the customer does not owe Peaden any money they will not do any repairs or address any issues. They promise 5 star service but only provide one star service.
I will continue this until they provide what they promised.

Sincerely,

Norman ********

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