Complaints

This profile includes complaints for Schaal Plumbing, Heating, & Cooling's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Schaal Plumbing, Heating, & Cooling

  5670 NW Beaver Dr Johnston, IA 50131-1340

  
• 

  Schaal Plumbing, Heating, & Cooling

  6115 7th St SW Cedar Rapids, IA 52404-7066

  

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:01/07/2025

  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.

  This complaint outlines serious concerns regarding the recent shower replacement project at our ************ July 2024, we contacted Schaal to address a shower leak. After inspection, we opted for a complete shower replacement, understanding this included replacing the shower door. Three invoices were issued, but the door replacement was not explicitly itemized.Despite confirming with Schaal that the door was included, the project faced significant delays and communication failures.Unforeseen Costs Prior to Completion: The carpentry team unexpectedly requested payment during the project, citing a policy change not communicated beforehand.Lack of Communication: We received minimal updates on project progress and encountered repeated delays in door and handle installation.Incorrect Order: The initial shower handle was incorrect, and the only door delivered was significantly shorter than the promised 80 inches.Poor ***************** Attempts to resolve these issues were met with delays, lack of responsiveness, and ultimately, unacceptable options: accept the incorrect door or pay a substantial premium for a custom door with another lengthy wait.These issues resulted in severe inconvenience and frustration. We were without a usable shower for over two months despite paying for the project in full.We expect Schaal to rectify these issues by:Installing the correct 80-inch in height shower door at no additional cost.Offering a sincere apology for the delays, miscommunication, and the inconvenience caused.We believe these actions are necessary to address the deficiencies in this project and restore our faith in Schaal's ability to provide satisfactory service.We look forward to your prompt resolution of this matter.

  

  Business Response

  Date: 03/21/2025

  We have made several attempts to resolve this issue with *****. We installed the door that she originally wanted and paid for. She wanted to change the door to the taller door. We priced out the door and gave her a quote for the difference and she declined at that time.  At this point we have filled our obligations for what she paid for. If she wants to pay the difference, we will be happy to perform the work for her. 

  Customer Answer

  Date: 03/23/2025

   
  Complaint: 22777197
  
  I am rejecting this response because Schaal's response, after ten weeks, was wholly inadequate. Four out of their six sentences contain blatant inaccuracies. They claim I sought to change the door, which is false. From the outset, I was promised an 80-inch shower door.  I have included a screenshot of what was promised for reference.  They also incorrectly state they installed the door I "originally wanted." The door they delivered  and installed was significantly shorter than the 'standard glass shower door....the height is going to be around 80 inches in height' as stated in the attached text. 
  While they correctly note I declined their subsequent quote for the correct door, they omit the context: I refused to endure another month-long delay after already waiting two months for the incorrect door.
  Their assertion that they fulfilled their obligations is laughable. I paid for a complete shower replacement including a functioning workable handle. They delivered neither the correct door nor acceptable customer service as it took over two months to even provide the handle so the shower could be functional. 

  Consequently, I have absolutely no intention of conducting any further business with Schaal and consider their response unacceptable.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 03/24/2025

  I apologize; the screen shot stating the 80"  shower door that was promised never came through. Any way you can get that to me? That would be very helpful so I can get this issue resolved.  Thanks 

  

  Business Response

  Date: 03/24/2025

  Thank you for that information.  That helps me out a lot.  I am working with my service manager to get this resolved.  I apologize for all the inconveniences and delays. 

  Customer Answer

  Date: 04/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and following a call from **** on March 31, 2025, resolution of this matter is conditional upon Schaal's adherence to the discussed agreements. Should they not uphold these promises, further complaints may be pursued
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/27/2024

  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.

  On August 8th, 2024, a large high-top van owned by Schaal Heating and Cooling was in my neighbor's driveway. It hit the top of my mature buckthorn tree and damaged it so severely that the tree had to be removed. They agreed to cut the tree down, which they did, and I worked with one of their representatives to reach a gentlemen's agreement of $400 for replacing it. This was to cover the purchase price of a new tree, working with a landscaping company to determine what type of tree would best fit within the space, removing the old *****, planting the tree, water, mulch, hassle, etc. I waited a month and a half; however, they have apparently decided not to honor their word. I still have not been reimbursed for the cost of a new tree, and they will not return my calls. Please help!

  

  Business Response

  Date: 10/21/2024

  Regarding this complaint, we have made right by taking down the tree we damaged and issuing the check that we agreed on with the customer. There was a delay in the software that sends our checks out, which is why the customer thought we did not hold up our end of the deal. Our service manager spoke with the customer to inform him of the delay and that he would receive the check soon. This issue has been resolved.

• Initial Complaint

  Date:12/13/2023

  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.

  I had a new system installed and have water building up in my exhaust pipe this will freeze in winter. When I called to schedule them to repair my system they informed me that they intended to charge me a 99 dollar fee for them to even come look their mistakes. This fee shouldve been waived due to my belonging to their premium service membership.

  

  Business Response

  Date: 12/28/2023

  This has been resolved directly with the customer.

  
  

• Initial Complaint

  Date:05/30/2023

  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.

  There has been a problem with the product that was purchased by us through them June 2022, they have not stood by their product and the fact that they did not tell us that there was only a limited warranty on the product. We are still having issues with the product and now the thermostat is and has not been working properly for the past 2=3 weeks.

  

  Business Response

  Date: 06/20/2023

  On 5-26-22 a new heating and cooling system was installed for the customer at ******************* home in ************ ****.  Schaal returned on 6-1-22 to explain the system operation and features as well as thermostat operation at no charge to the customer. 

   9-19-22  annual scheduled maintenance was performed on the ** unit.  All of the components in the system tested correctly and the customer was happy with the operation of the system.  All work was performed at no charge to the customer.

  1-4-23 Annual scheduled maintenance was performed on the Furnace.   All of the components in the system tested correctly and the customer was happy with the operation of the system.  All work was performed at no charge to the customer.

  1-12-23 Schaal was called to review venting of the system with customer.  Everything was working correctly at that time and system is performing correctly.  No charge to customer

  1-13-23  Schaal returned to the home and reviewed the thermostat operation and completed thermal imaging of cooler areas of the home to determine where air leaks in the home may be.  Different options for thermostats were discussed to prevent challenges using it in the future.  Customer and her daughter chose to keep existing thermostat and were happy with the service today.  No charge to Customer. 

  4-25-23 Customer stated equipment was not working and thermostat felt "off'" compared to how they felt.  Technician arrived and determined all equipment was operating correctly and the thermostat was accurately calibrated.  Collected $58.30 for travel and Diagnostics. 

  5-31-23  Customer called again stating the thermostat was not working.  Before a technician was sent to the home the customer called back stating the system is working correctly.  

  Schaal has called to verify that the customer is comfortable and everything is working well with no additional response at this time. Schaal has offered to change thermostats for the customer at no charge as well to simplify operation for the customer.  

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20118959
  
  I am rejecting this response because: there are nothing but lies and miscommunication regarding this situation. In response to the message dated 1-13-23 Schaal NEVER  discussed replacing the thermostat or the challenges of operations or if there were any other air leaks in our home. Why would myself or my daughter agree to keep the other themostat in place when we were having issues with it. We also were no happy with the service that we received from them. Also the message dated 4-25-23 the technicians NEVER  touched anything in the house all they did was try and talk to us about it.Schaal HAS NEVER been in touch with us once to see if everything is going okay or see if we are doing well.
  
  Sincerely,
  
  ***********************