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Business Profile

Geothermal Heat Pumps

Schuster Heating & Pump Co. Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Geothermal Heat Pumps.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:04/01/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 have been seeking a replacement for a geothermal heat pump that has malfunctioned since the purchase 12/15/2020. More than one time we have been told that the manufacturer was going to replace it by the installer, **** Schuster. We were told the manufacturer agreed to this. When calling for an update this past week, we were told there are new people he is dealing with at the factory and now it might not be replaced. This is unacceptable as we have records of problems since the purchase. We need it replaced.

    Business Response

    Date: 04/07/2024

    I have been working with the manufacturer for quite some time to try and get a replacement unit for the customer.  Yes, I have had to deal with a different person recently which caused a request of some information from the customer.  I do, however, believe that this will still be resolved with a replacement unit.  Unfortunately when you deal with a large company, things can take time to work through their channels.

    Customer Answer

    Date: 04/08/2024

     
    Complaint: 21506630

    I am rejecting this response because: This has been the response for months, which is why we contacted the BBB. We need action with a specific date for installation.

    Sincerely,

    ***********************

    Business Response

    Date: 04/15/2024

    I am just the middle man.  This is the manufacturers warranty and they dictate the time line.  I did talk to them today and they are still planning on a replacement and are working on a letter to you to explain the details.  I'm sorry but that is currently the **** I have.

Schuster Heating & Pump Co. Inc is NOT a BBB Accredited Business.

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