Complaints

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

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  Right Now Heating, Cooling & Plumbing, LLC

  212 Evans St Caldwell, ID 83605-3925

• 

  Right Now Heating, Cooling & Plumbing, LLC

  5100 W Emerald St Boise, ID 83706

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:07/10/2025

  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.

  Right Now Plumbing and Heating installed a Coil that did match with the Air Conditioner. It resulted in ruining the Coil and may also have also damaged the Air Conditioner. In addition, Right Now installed a 2.5 Ton Coil, when they agreed to install a 3.0 Ton Coil.I have never lived in this home or stayed overnight in this home. I own the home, but I live in a home owned by the person I am the Caretaker for. I turned the Air Conditioner on for the first time on July 4, 2025. This was about 16 Months after Right Now installed the ******* Furnace and Coil. Sounds strange, however, not only have I never lived in this home, the house stays fairly cool in the heat, because the entire East Side if the house is protected by a 3 car garage. I ran the air conditioner for about an hour this 4th of July, and never received any cool air. I did not run the Air Conditioner once last Summer and turned on for the first time this July 4th.On July 7th, 2025 I had an Air Conditioning Company check the Air Conditioner. I was told the Compressor needed to be replaced. The following day, another representative from the same Company told me that the Coil Right Now had installed, was not a match for the Air Conditioner. Therefore, the Coil could not be used again because the refrigeration in the coil would be contaminated. The refrigerant in the Air Conditioner did not match the refrigerant in the Coil. I discussed the mater with the Manufacturer, and they agreed.I've ordered everything I need to replace the Air Conditioner and the Coil. I want Right Now to pay me the $820 I paid for the Coil. I will pay another Company to install the Coil. I spent a great deal of time talking to an Alpine representative about purchasing all the right equipment. I didn't want anymore problems. I have shown, in a previous Complaint, that Right Now has already charged over twice as much as most other Companies would have.

  Business Response

  Date: 07/11/2025

  Mr. *************,

  Were sorry to see that youre upset,but were afraid youve been given some incorrect information.  When your system was installed, in April 2024, there was one type of refrigerant that was authorized to be used in air conditioners:410A.  The coil, like all coils installed in 2024 is compatible with 410A refrigerant, which is the same refrigerant your air conditioner uses.  Your existing coil is absolutely not contaminated. 

  We have not heard from you since April of 2024, so know that the air conditioner was fully operational last summer.  Due to the system cooling your home last summer, and the fact that the coil and air conditioner both use 410A refrigerant, we must respectfully decline your request for financial assistance.  We are however, happy to provide you with a complimentary assessment of the equipment.

  If you would like to move forward with that complimentary assessment, please contact our office at ************ or you can email ****************************************************************************.
  We thank you for your time and look forward to hearing from you.

• Initial Complaint

  Date:06/25/2025

  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 was sent a text message from Right Now Heating asking if I would let them come out and check my A/C and furnace and flush my hot water heater. When the technician got here he automatically came up and said my furnace was broken and not working and I ne**** to replace several parts for a total of $1400. Although he didn't have a clue that my furnace had been working just before he got to my house as I felt the heat from the vent in my bathroom. So I expect ** to just let him go on his way and find another person to fix it. But it's got mad at the fact that I feel he broke the part but he was actually just pretending it was broken. So I call** and explain** to the lady at the office what had happen** and she sent another person out and he said it was not broken and should be ok now. So after he left he would not s*** off no matter how hot my house got and the A/C didn't work. So I call** back and they said I would have to talk to the owner and he would not call me back. So I call** another plac** I had had us** before and he told me they had put a jumper wire on the circuit board and it was working fine after he remov** the wire. I'm feel Right Price was trying to cheat me as I'm a senior citizen and don't know about fixing things.. my furnace and air conditioning is now working due to the work of DR ******************** and plumbing. It did cost me $140 that I should not have had to pay to settle the bill with DR ********************. Please be aware of this place as I feel they are changing parts and running up huge bills for seniors to pay. I wonder how many other times they have gotten away with the scam.

  Business Response

  Date: 06/26/2025

  Mr. *****,

  We were originally scheduled to perform a maintenance on your 15 year old system on 5/6/2025, but when we arrived, we found the system wasnt operating.  We diagnosed the system as having a failing board and a dirty flame rectifier, which our technician cleaned for no charge.  The cost for that appointment was $79.00; you wrote a check that was returned as you did not have sufficient funds in the account to cover the $79.00 charge.  That balance remains unpaid.

  Even though you had not paid for your first appointment, we returned to your home roughly a month later on 6/4/25 as you contacted our office stating that your furnace was not working.  When we arrived to your home we found that your gas valve switch was not on.  We flipped the switch, and the furnace kicked on, we charged nothing for that appointment.  

  We didnt hear from you again until 6/9/2025, when you contacted our office stating that your furnace would not turn off.  Obviously that issue did not begin until several days after our last appointment on 6/4/2025, as that was a very hot period in June, and were certain you would have called immediately when the issue began.  We did not set an appointment during that call, but management called you back multiple times to discuss getting a technician back to your home but were unable to make contact.

  Mr. *****, we have been to your home twice in an attempt to assist you with an aged, failing system, even though we havent been paid for our services.  When someone cant afford our services, especially senior citizens, we do everything we can to get them taken care of, which is exactly what we did in this situation.  To be called a scam for our efforts is greatly disappointing. 

  We wish you the absolute best with whichever company you choose moving forward. 

• Initial Complaint

  Date:06/24/2025

  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.

  Paid $1,159 to Right Now Heating and Air in March 2024 to install a water heater that we purchased and provided. On 6/12/25, the water supply line that was provided and installed by Right Now Heating and Air failed, spraying water in our water heater storage closet for 12+ hours. The damage is extensiveeverything in the closet is testing wet and will need to be replaced in order to prevent microbial mold growth. We had to pay an emergency plumber bill of $400 to get it turned off, and the supply line replaced.I called Right Now Heating and Air the following day and was told an administrator would return my call. I did not receive a call. I called the next day, and was told that an administrator would return my call within ***** hours. I did not receive a call. I called again on Tuesday 6/17/25 and was told that they held zero liability since the 12 month labor warranty passed in March 2025, 12 weeks ago. They offered no other solutions and told me to file a claim with my home owners insurance. Its irresponsible to install faulty water supply lines (and unprofessional to not make any effort for reconciliation with a customer who is now having to foot a bill for major water damage repairs, but thats outside the scope of the BBB).

  Business Response

  Date: 06/24/2025

  Mr. *****

  Were sorry to see that youre upset.  We had the pleasure of installing a customer-provided water heater for you on 3/4/2025, which passed its inspection by the City of ********* on 3/8/2024, meaning it was installed properly and to code.  We have not been to your home since the installation date of 3/4/2025.

  On 6/13/2025 you contacted our office letting us know that a supply line had failed, and that you had a different plumber to your home to address the issue, but wanted to know if we would take liability for the failed line.
  Were the first to admit that when working in a home issues can arise, and when they do, if theres an inkling of negligence or liability on our end then we happily get the issue addressed.  That is simply not the case in this situation;we do apologize, Mr. ***** but we cannot and will not accept liability for a 15-month-old supply line failing.

  We have, and will continue to, advise you to contact your homeowners insurance; if they contact us, we will relay the same information you have been provided, and weve no doubt they will agree that there is no liability to assign.

  We apologize for any hardships you face with this situation and wish you the absolute best.  

• Initial Complaint

  Date:06/17/2025

  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.

  Beginning around 5/21/25, my family and I experienced a problem with our 3 year old water heater. Upon inspection by Right Now, they informed us that repairs needed to be done and that the parts for the repair were under warranty, but the repair would cost $871.00. We had to wait several days for the warranty parts to arrive, and upon arrival, they were installed by Right Now, but immediately failed. Again, we had to wait for warranty parts to arrive. After they arrived, they were installed and the repairs were completed. Upon contacting Right Now on 5/29/25 with regards to what I thought was an excessive charge for labor, I was informed that I was incorrectly charged and that I would be receiving a $402.00 refund. That was 20 days ago, and I still have not received the refund. I have made multiple efforts to contact Right Now and have been promised calls back, but those calls have not been made/received. This is unacceptable and unprofessional.

  Business Response

  Date: 06/17/2025

  Mr. ***** - we cannot apologize enough that we dropped the ball on your refund.  $402.00 has been refunded onto your credit card; it can take 3-5 business days to reflect on your account depending on your financial institution.  

  Thank you for reaching out and allowing us the opportunity to get your concerns addressed. 

  Customer Answer

  Date: 06/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/29/2025

  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.

  The date of the transaction was May 27, 2025. The time was around three when he showed up the company is called right now heating air conditioning and plumbing. I needed a inspection for my HVAC. I dont need one for my heater. Im trying to get my house certified for a certified family home through the health and ************************************** immediately the inspector his name Kadin J started trying to find faults with everything and Ive explained in different areas and Ive been through my AC system. I dont mess with the refrigerant cause I dont have a license but Ive been amechanic over 40 years and Ive worked at the cheese factory woodgrain millwork, you name it Ive done it hydraulics refrigeration. I know how it works, but I dont have a license and ********************. Ive done tons of plumbing and he lied about my water heaterbeing bad, but if I would let them replace my things, then he would approve both of my inspections, but if I didnt, he would not them and all he could come up with his lies and the age of each item he was throwing that against him and then saying that it has to my AC unit has to have a leak cause I told him to check to debate him that friend just added a pound and a half of our 22 refrigerant then the guy then I could tell he went nuts. Oh, its leaking its leaking. Its be replaced. Its gonna fail. Then when I read the paperwork today about my water heater I just about went through the roof I went and tore it open andlooked at the elements, and there was no corrosion no anything and then I told him that I was gonna report him and that I want my past and then I didnt want to buy anything from a bunch of liars again its right now theyre out of ******** I just want my inspections past. paid $377 for these inspections and theres nothing wrong with my equipment. Its functional. It doesnt fail if it failed. I would have it worked on,but Im not gonna replace it just because he basically blackmailed me !

  Business Response

  Date: 05/29/2025

  *** *******,

  Were sorry to see that youre upset, but we must respectfully disagree with your assessment of our services and the condition of your HVAC system, water heater, and plumbing.  Please see the attached photos which clearly show multiple concerns with each.
  Sir, you contacted us to do an inspection, and that is exactly what we did.  There is a great deal liability associated with an inspection for a potential Certified Home, as it is meant to provide protection for not only the homeowner, but for the vulnerable people in their care.  We will not minimize issues or provide a clean bill of health on equipment or plumbing simply because a homeowner insists we do; were not that kind of company, *** *******. 

  We will happily provide you a full refund for the inspection, not because we dont stand behind our findings, but instead to simply buy our peace.  A member of our staff will be in contact shortly to provide you a release of claims that must be signed before any refunds are issued. The release simply states our mutual desire to sever our professional relationship. 

  We wish you the best with whichever company you choose moving forward.    

• Initial Complaint

  Date:02/16/2025

  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.

  In December we had a damper go out. We had knowledge the previous owners used Right Now HVAC, so we had them come out. They quoted ***** dollars. but said because our system was old we could get a new ****** Air conditioning *********** coil to save energy cost. They would install the damper at no charge and We would significantly lower our energy usage. Right now also informed us heat pumps were not recommended for this area & not necessary. They gave us a quote of 1.07% financing And suggested this work should be done before new **** regulations Jan. 1st 2025. We made the choice to go with the new So called energy efficient unit. Right now has been to our house numerous times since our install date on 12/8/24. Our New heat coil doesn't heat our house adequately. The temperatures are extremely uneven throughout our home. The system is loud. After the unit was installed I found the original Right Now heating and air work order from 12/3/2018 the previous owners left behind.Come to find out our old unit only 6 years old was superior more energy efficient & Newer than right now heating and air disclosed. Once we received our first financing statement we realized our financing was actually 9.95% not 1.07% & our electric bills reflect a higher monthly charge and 6% increase in usage since the new equipment was insulted. They deceived us into buying new equipment unnecessarily with deceptive misleading business practices.

  Business Response

  Date: 02/17/2025

  Good afternoon,
  
  We had the pleasure of installing an air conditioner, coil, and one zone damper motor for the Sanchezs on 12/10/2024.
  
  The issues the client mention in their complaint are in no way attributed to their air conditioner or coil; its winter, and they are not currently in use.  The client is currently utilizing their existing gas furnace only.  The air conditioner and coil have absolutely nothing to do with the balance of temperature from room to room; that is solely attributed to their existing furnace and existing zone system.
  
  Ms.******* refers to her coil as being a heat coil; that is an absolute misnomer as the coil, which is technically called an evaporator coil, is in no way utilized in heating mode.  The coil is for cooling only, when an air conditioner is in use the outdoor unit turns on, cools the coil which is located above the furnace via a refrigerant line, the existing furnace blower then distributes the cool air, which in turn cools the home. 
  
  Contrary to Ms. ******** assertion, there is no such thing as a heat coil.  The existing furnace is what heats the home, its what pushes the air in the home, and the existing zone system is what directs the air.  The air conditioner and evaporator coil have absolutely nothing to do with the Sanchezs heating, or their heating utility bills.  This has been repeatedly explained, but Ms. ******** but she continues to create false narratives and fling accusations that are clearly being made by someone without even a basic knowledge of how an HVAC system operates, regardless of our efforts to provide a much-needed education.    
  
  Ive included a copy of the Sanchezs signed proposal, which clearly states the seer rating of the air conditioner they were purchasing as well as the 9.95%financing they qualified for.  As you can see, the minimum estimated monthly payment is 1.07% of total amount financed.  The client has been adamant in their assertion they were promised a 1.07% interest rate and have gone as far as posting negative reviews about the matter, when their proposal clear states they were given a special rate of 9.95% APR.
  
  Though the temperature balancing at the clients home is not something were obligated to address, we have visited their home attempting to help, but have repeatedly been met with hostility, threats, and assertions that are unequivocally false/impossible.  Regardless, we have offered multiple times to return to the site, but thus far the client has rejected those offers.
  
  The clients have not only posted multiple negative reviews, but they have also accosted our employees in public while we were working at another clients home, posted their false narrative in multiple ******** groups, threated us with lawyers, slandered our company to children shes tasked to teach (which included a child of an employee), and claims to have filed complaints with multiple government entities. It has been nothing short of harassment.
  
  
  While we will of course honor the Sanchezs warranty on their air conditioner and evaporator coil, at this point due to the continued harassment by the Sanchezs, we must rescind all offers to provide any services for their existing furnace and existing zone system and advise them to contact another service provider if they have any further concerns.  We will not, under any circumstances offer the Sanchezs any refunds or discounts, as they are completely unwarranted. 
  
  We welcome the BBB, and any new or existing clients, to please contact us directly if they have any further questions about this matter. 

  Customer Answer

  Date: 02/27/2025

  We live in ***** it's cold.  When we started having problems with our heating system.  We were told they would be replacing a heating coil attached to the furnace. They spent a specific amount of time in in the
  Attic where the furnace is located.  
  
  I guess they.
  Didn't do anything they said regarding our heating system issues.  
  
  Thank you for your time,
  ******* Sanchez 

• Initial Complaint

  Date:12/11/2024

  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 August 15, 2024, we noticed that our AC unit was leaking water so badly that it was pooling under the carpet in the next room. We called Right Now Heating and Air and they sent their technician named ***** to our house to fix it. He was fortunately able to fix it. While he was here he told me that the furnace wasn't working either. So he "blew it out." He told me that that fixed the problem and that the heater turned on. He charged us $281 for this visit. Now we fast forward to the end of October 2024. I turned on the heat for the first time and it did absolutely nothing. I called Right Now Heating and Air and they sent ***** out again. He ended up putting in a condensation pump and a new universal switch and charged us just over $1,324.00. The furnace was working so he left. Well the heat completely stopped working a week later. I called a different company to come look at it and they showed me where ***** hadn't even fully connected the universal switch, that he had installed the wrong kind of switch, crossed two other wires, and that the furnace wasn't kicking into high fire, it was staying at low fire. We've contacted Right Now Heating and Air and they claim to have called us back twice and that didn't actually happen. They refuse to take this matter to "upper management" or find any kind of resolution with us, stating that they need an itemized invoice from the new company to show what was actually wrong with the furnace. I would hope that a company would guarantee their services and technicians for more than a week, especially when it's a furnace in colder temperatures. I also do not like the way ***** requested that we leave a review while he was still here and now we have no way of editing that review to show the truth about their service and how incredibly unhelpful their customer ********************** really is.

  Business Response

  Date: 12/12/2024

  *** ****** Were sorry to see that youre upset.  We do apologize, but youre requesting a refund for work that has already been performed even though it got your system up and running.  Had you contacted our office when your system stopped performing, we would have happily returned to the site for no charge and found for ourselves that the vacuum safety device had become disconnected.  We stand behind our work, *** ******* but unfortunately you didnt give us the opportunity to do so; you chose to contact another company. 
  In addition to the vacuum safety device, your system required a new condensate pump, which we replaced, and since its not mentioned in your complaint, we assume its operating as it should.
  We record our calls, *** ******* to ensure were providing quality service; you were contacted by management on 10/29/24 at 3:06pm,11/06/24 at 1:39pm, and then you spoke with management on 11/11/24 at 2:31pm.  Please see the attached documentation which shows both incoming and outbound calls.
  Unfortunately, the facts of the situation do not warrant a refund for the work we performed; this was communicated to you on 11/11/24.  We did say however, that we would be happy to review any information youd like to provide from the other company who visited your home to see if theres any additional information that would imply that a refund was warranted. Thus far youve declined providing that information.
  We thank you for reaching out and look forward to supporting the warranties on the repairs we provided. If you should decide to provide additional documentation, please feel free to email that to ********************************************

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22631159
  
  I am rejecting this response because:
  

  I have included the screenshots from our cell phone service providers website showing that the calls that were mentioned in the reply did not reach our phones, despite us giving our correct numbers to the company on several occasions.

  I've also included the invoice from the new company with a description of what they found on their first visit. 

  The work that was performed only lasted for a week. At that point I didn't trust *****, or Right Now Heating and Air to come back out because every time someone from the company was here they were pushy about replacing the entire furnace  and AC. They also stated that no one in the company would be able to work on or fix our furnace by the end of the year due to new models coming out. We needed someone that could continue to work with our furnace repairs. 

  Yes the condensation pump is working so no refund is needed for that, but a refund for the improperly placed switch is definitely needed! 

  I've also included the notes my husband has taken about when he has spoken to Right Now Heating and Air and who he talked to. I've never personally spoken to management or been contacted by management to reach a resolution. 

  I also included 2 different pictures that the new company took to document their findings. 

  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/18/2024

  Ms. ******,

  We do apologize, but again, you chose to contact another company instead of calling us back to your home; if there was an issue with the repairs we provided, we would have happily taken care of it for absolutely no charge, instead, you chose to not let us personally assess our work and moved forward with another company.  We do apologize, but no refunds will be issued.

  We thank you for your time.

  Customer Answer

  Date: 12/22/2024

   
  Complaint: 22631159
  
  I am rejecting this response because:
  

  As I stated before, I was not going to call you back, yet again, to fix something that wasn't done correctly. With the furnace not working only a week after it being worked on, it was clear that I couldn't trust this company to complete the job competently. I have small children at home and it is imperative that our furnace is working properly. I will not keep having the heat turn off and wait a day or two to have this company take a look. 

  Had the correct switch been placed properly the first time, there would not have been a need for an additional visit, from this company or any other company. 

  The previous message indicates that you would have taken care of it free of charge. While I wouldn't have been charged a diagnostic fee, and possibly not been charged for the work on the faulty switch, that doesn't account for any additional parts that would have been requested by the technician.

  The last time ***** was here he showed me the list of all the possible parts and stated that he could need to replace any of them (each one being over $600). He said he would start with the switch and condensation pump to see if they worked, but he wasn't sure they would do the trick. Why would I call him back to replace even more parts when the switch wasn't placed correctly? And if it wasn't placed correctly the first time, what would have been different the subsequent times?

  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/19/2024

  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.

  October 22, 2024 sewer pipe under house broke, flooding cellar.Called Right Now Heating Cooling and Plumbing that day. They sent a plumber out to inspect and give me a quote for the job. ***** for entire house sewer repipe. I agreed to the estimate on October 23, 2024. Signed finance documents included with this letter for the entire house on The same day. October 24th, 2 man crew showed up started work on the south side of the house repipe. When the plumber tried to hook to exsisting outside sewer line, it was found to be permanently clogged and needed to be replaced. On Nov 1st they tried unclogging exterior pipe. On November 4th Plumbing company did not send anyone out to work on the sewer. November 6th, 2024 a completely new crew showed up to fix exterior sewer line. When I asked them about finishing the south side of the inside house sewer, I was told the company refused to do anymore work on it. Despite the fact I paid for the entire house to be fixed. Talked to the new plumbing crew about the unfinished job every day they have been out at my house fixing the outside sewer line. They took multiple pictures of the unfinished part of the house and said it definitely needs done, but did not send me copies. I talked to the financial manager about the issue, her husband **** is the manager of the plumbing crew. He has failed to call me, and when I call the company to talk to him or the owner, i get no answer. Called again November 14th, 2024.I called the finance company about the issue November 11th. Finance company has already paid the plumbing company despite the work not being finished, when they called the Plumbing company manager Nov 13th, 2024, The plumbing company said they don't know anything about it. I want what i paid for finished or the money refunded, at least half.

  Business Response

  Date: 11/20/2024

  Mr. York - Our Plumbing Manager, **** ****, has spoken to you since filing your complaint, and it sounds like your issues have been addressed and that the work at your home will be completed today.

  Please feel free to reach out to our office at ************ if there's anything further we can do to help.

  Thank you for your feedback and time.

  Customer Answer

  Date: 11/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** York

• Initial Complaint

  Date:11/16/2024

  Type:Customer Service 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 ordered an HV** system plus a tankless water heater. On the installation day I found out neither the ** or tankless water heater units were the ones I contracted for. The corrected the ** unit error only. When I asked them to give me the right water heater, their sales person, *** *******, though initially agreed after a phone call (I assume to his supervisor) let me know "we will not do anything about this even though I agree its the wrong model" and threatened to uninstall the units and leave! When I called and asked to talk to the owner, **** ***, A female returned my call. She took down the information and about 1 hour letter called to and scheduled me for Nov. 26th for the correct unit installation. 10 min or less later a received another call letting me know they will not do anything unless I yield to an extra demand.

  Business Response

  Date: 11/19/2024

  Mr. **************** Were sorry to see that youre upset.  On 11/14/2024 we had the pleasure of installing a new furnace, air conditioner, coil, and tankless water heater in your home.  You had received multiple quotes to perform the work but chose us when we price matched another quote youd received.  We matched the quote exactly,except the seer rating of the air conditioner; we upgraded you from a 13 seer to a 14 seer for no additional cost.
  When our install crew arrived at your home you inquired about an optional recirculating pump; you then spoke to our Comfort Advisor who let you know that wed happy install a tankless with a recirculating pump, but there would be an additional cost.  You declined the additional cost and told us to commence with the installation as-is.  Now, after the work is complete and our contract has been fulfilled, youve contacted our office demanding a recirculating pump, posted negative reviews, and now a BBB complaint. 
  You were, and are still, fully aware of the fact that you did not purchase a recirculating pump. If you would like to purchase one, we will happily install it, but you will not be provided the pump for no charge. 
  We thank you for your business and your time. 

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22565901
  
  I am rejecting this response. Please see attached file names bbb_rebuttal_20241119.pdf
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 11/25/2024

  Mr.**********,

  We do apologize, but you chose to purchase a tankless water heater without the optional recirculating pump.  Your contract has been fulfilled; if you would like to purchase a recirculating pump, we'd be happy to install it, but we will not be providing one for no charge.  

  We thank you for your business and look forward to supporting your warranties.

   

   

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22565901
  
  I am rejecting this response because:

  As mentioned in my precious correspondence, unfortunately the vendor chooses to propagate the same false statement(s). The water heater installed is missing a key feature. So it is different from the collateral, as well verbal description, the vendor's sales person/comfort advisor shared with me during our meeting.
  
  ***** **********

  Customer Answer

  Date: 12/04/2024

  I read your request on providing documentation/proof of the deliverables. Given the *** so far I do not feel your organization can or will enforce a resolution so I was able to resolve it a different way. Please consider this case closed. Thanks for your time.

• Initial Complaint

  Date:10/29/2024

  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 were charged twice for a water heater I have the receipts to prove it I've sent it to right now heating and air and they're denying it I need my overpayment reimbursed because we did pay them twice

  Business Response

  Date: 10/30/2024

  Ms. *******

  Weve performed two jobs at your home, one for $18,280.00,and another for $10,500.00; invoices for both jobs are attached.
  
  The $18,280.00 job, invoice # ******* was for upgrading your bathrooms, and included a new water heater, the water heater was priced at $2,280.00.
  
  The $10,500.00 job, invoice # ******* was for installing an all-new **** system, which included a heat pump, air handler, and a new coil.
  
  You opted to finance a portion of the work we performed via Ally Lending; invoice # ****** ($10,500.00) was paid via financing on 11/15/2023, as well as $2280.00 of invoice # ******* which covered the cost of the water heater, leaving you with an unpaid balance of $16,000.00. Instead of paying the balance as agreed upon, you refused, forcing us to begin legal action.  The unpaid balance of $16,000 was finally paid via check on 9/24/2024.
  
  Since then, youve contacted our office multiple times insisting that you were charged for the water heater twice; that is simply not the case.  The water heater was paid for via financing along with the **** equipment on 11/15/2023; the remaining $16,000 balance for the bathroom upgrades was finally paid via check on 9/24/2024. 

  These facts have been explained multiple times, Ms. ******* but that hasn't stopped you from incessantly contacting our office and threatening our staff and our business. Were frankly at loss at how we can be any clearer in communicating the facts of this situation, so at this point, we must simply wish you the best.

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22489035
  
  I am rejecting this response because:

  I reject their explanation. 

  We paid ****** for remodel and 2280 for water heater. After your sued us.  

  Before that we Financed the hvac. For ***** and the water heater with Aly for 2280 which totaled to. *****. Which we paid to Aly. We were charged twice and paid twice.  Invoices attached. 

  Also I have had to deal with this woman and requested to speak to the owner several times and was denied.  I called and requested a call back several times to discuss in person and never received any calls back.  Ever.  

  
  Sincerely,
  
  ****** ******