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:09/28/2024

  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.

  8/09/24 Their plumber told me part of my sewer line under my house cracked and was leaking and needed replaced. He also said my home insurance would pay for part of it. I had never dealt with anything like this before so I no idea how it worked. He said it is cast iron and in the dirt. The remaining pipe that is not cracked will go bad soon as well so I might as well replace that at the same time so I don't go through this again down the road. And since the insurance will pay for part, it sounded smart to me so he had me finance $10,900. Then he called Master Restoration to pump out the sewage. He was so helpful and reassuring. He even gave me his personal phone number for any questions I might have later. The main job was to start 8/12 but due to more sewage over the weekend, they had to wait for ** to pump sewage again. At 1pm that day they started tearing up our wall behind the clothes washer. My husband stopped them asking what they were doing? They said it was in the bid, that we needed a new laundry box and the walls behind both toilets and vanities needed to come out due to old pipes, they repiped a lot of the house. We were never given a job description of anything. I was still believing everything the plumber had told me about insurance so we let them continue. I spoke with ** the 3rd day and ***** from there told me insurance only covers damage not the old sewage pipe. I had been having text conversations with the plumber all 3 days getting reassurance over all my worries. When I called him he was "oh, I thought they did". I called Right Now over and over and tried to speak with someone but no one ever would called back. We spoke with the finance company and withheld the funds with a dispute against the job and I finally got a call from *******. She listened to my story but just gave me empathy statements but didn't care. She informed me that the plumber ****** no longer works there. I feel conned into making decisions I would not have made. I need help.

  Business Response

  Date: 10/01/2024

  Ms. ************* sorry to see that youre upset.  On 8/9/2024 we visited your home and found that you had a sewer leak.  At that time,you were provided with two highly detailed quotes that thoroughly explained the work that would be performed in your home. One to replace a section of your sewer line for $4899.00, and another quote for $10,829.00 to replace a large amount of your cast iron pipes, including pipes in your walls.  You accepted the quote for $10,829.00 and signed the detailed estimate.  That detailed estimate is attached for your review.
  We do apologize, Ms. ***** but it is a homeowners responsibility to verify coverage with their homeowners insurance; we cannot be liable for what your insurance does and does not cover. The work at your home began on Monday 8/12/2024, and continued for several days, giving you ample opportunity and time to verify your coverage.  While we certainly sympathize with the issues youre currently encountering with your insurance, it is simply not a matter that we are involved in or can assist with.
  With regards to your financing, you did file a dispute, but that dispute was based on a small dent made on your refrigerator and a blemish on your wall that we took responsibility for and compensated you for an agreed amount of $400.00.  Your financing company has been provided with that information and no funds have been withheld based on your dispute. 
  Based on having provided an estimate that contained a detailed job description, and that verifying insurance and what they will and will not cover is an homeowners responsibility, we must respectfully decline your request for a billing adjustment; we apologize for any disappointment this decision may cause. 
  Thank you very much for your time, and please feel free to reach out if theres anything further we can do to assist.

• Initial Complaint

  Date:08/19/2024

  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.

  The sales representative, ******, came out to the house. We decided to install a new A/C unit and coil per his recommendation. I wanted a 15 **** unit for efficiency. The personal agreement says we will get a 15 **** unit installed. Another photo of the A/C unit reflects the **** rating below our agreement. Invoice ****** reflects a 15.2 unit installed. This is incorrect and falsified records. The **** 15 unit costs more than a **** 14 unit installed and has a better warranty. I would like a partial refund. We have also had many issues with the installation and had two inspections on 7/22/24 and 7/29/24, both failed. The unit was installed on 7/18/24, they started around 9 AM and did not get completed until around 11:30 PM. After installation, the unit could not cool the house sufficiently. They had to come back out 7/23/24 due to a frozen coil to repair and was wired wrong! I still cannot keep my house cooled off more than 77 degrees in the house until it cools off after 1030PM and then able to get it to 75 degrees. They "tested" the air coming from registers and said it is 20 degrees cooler than ambient temperature and is sufficient. My older A/C unit never had a problem keeping temperatures below 75 degrees for about 20 years. Why is this A/C standard acceptable. I enter many many commercial and residential properties that can keep temperatures 72 degrees or lower. I find this reason insufficient and does not comply with industry standards. I have attempted to resolve this with ******, I have left messages on his work cell 7/22/24, 7/23/24. When Owyhee called to reschedule technicians, I asked them to leave a message for ******. Every Tech that came out, I asked them to have ****** call me. He has refused to contact me. I would have never done business with this company had I known it was sold to a large conglomerate company called APEX or had any association with Right Now Heating and air. The ****** reviews are doctored and only high ratings are reported.

  Business Response

  Date: 08/20/2024

  ******************,

  We're sorry to see that you're upset.  We do see that you called into our office on 8/1/2024 regarding the seer rating; we sincerely apologize that you did not receive a call back immediately.  ****** will be reaching out today to get your concerns addressed.  We thank you for reaching out, and again, we apologize that your call was not returned in a timely manner.

  Thank you for your time.

• Initial Complaint

  Date:08/09/2024

  Type:Delivery 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.

  Date of transaction, March 10, 2023. I agreed to pay $4959. They committed to provide me a 9.99% APR and the nature of the dispute is They sold my account to synchrony bank and now synchrony bank is charging me *****% APR. I called Right Now Heating And Air Conditioning and they didnt try to resolve the problem, they just said call synchrony.

  Business Response

  Date: 08/12/2024

  **********************,

  We're sorry, but it appears that there may be some confusion; we did not sell your loan, as we would have no power to do so.  Ally Lending was purchased by Synchrony, but your loan terms haven't changed, they're still at 9.9%.  And yes, ********************, when someone has questions about their loan, we do recommend that they contact their lender, as we has very little to do with your loan once its been accepted, as at that point, all business is strictly between yourself and the lender.

  We do hope that knowing that we did not and could not sell your loan, and that you're indeed still on a 9.9% interest rate has eased your concerns.

  Our administrative manager called you this morning and left a voicemail with these details as well.  

  Thank you for your time.

  Customer Answer

  Date: 08/13/2024

   
  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,
  
  *****************************

• Initial Complaint

  Date:08/08/2024

  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 have been fighting with this company for over a year. The unit has not worked properly since they installed it. They have now left me with no AC for 2 days. They are claiming they do not have the part. I have tried for a year to get in contact with the managers or owner and had no luck. They always give me the run around.

  Business Response

  Date: 08/09/2024

  ****************, 

  We're sorry to see that you're upset.  Your air conditioner unfortunately had developed a leak, the leak has been addressed for absolutely no charge and your air conditioner is back up and running.  You have spoke to a supervisor several times, and a manager is scheduled to visit your home on 8/12/2024 just to ensure that your equipment is operating to manufacturers specifications.

  We certainly do apologize for any inconvenience this necessary repair has caused, but like all things mechanical, your air conditioner can occasional require attention.  Fortunately, you chose to purchase your equipment from a company who 100% stands behind their work and your warranties. Due to the issue being addressed, no refunds will be offered, we do apologize for any disappointment this may cause.

  We thank you very much for your patronage, and look forward to supporting your warranties for years to come.

• Initial Complaint

  Date:07/23/2024

  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.

  Started 06/05/2024.Called them to clear a line. They had problems clearing the plumbing. Charged 600.oo to clear and come out next day to scope. Then quoted us 65K to replace plumbing thru house to street. Also would finish job in 2 weeks. Job has taken almost 7 weeks. Of no **** service and several other issues. I am disabled. A senior citizen. My son and I bought the house planning on fixing it up but not this soon. The plumbing company caused a flood of 1.5 feet thru basement. We do not have homeowners insurance that covers this. The plumbing company said they would have restoration crew come. And also owner said over phone would pay for damaged wallboard. Plus pay for deductible. Which we don't have since there is no homeowners insurance.

  Business Response

  Date: 07/24/2024

  
  ******************,

  While were very sorry for the situation youre dealing with at your home, we absolutely did not cause the flood.  We were contracted to perform a whole house water and sewer re-pipe, and to replace your sewer main, which included excavating to the street.  This work requires extensive permitting, all of which were obtained.

  While performing the work, a large, unexpected storm came through.  Your street lacks city drainage, and the rainwater flowed down the road, into the open sewer main ditch we had excavated, and flowed directly into your basement.  The work we were performing was done exactly to industry standards, and nothing we could have done would have avoided this unfortunate act of nature. 

  While we hold absolutely no liability in this matter, we felt terrible for your situation and quickly invested thousands of our own dollars into mitigating the damage.  We removed the water and debris over multiple days and had a restoration company professionally dry your basement.  We were under no obligation to invest our time or our money to provide this assistance; we simply wanted to help.  We understand this is a difficult time, but its quite disappointing to have provided so much assistance only to receive a BBB complaint in return.

  We have completed the work we were contracted to do, and have invested thousands as a gesture of good faith to assist you through a difficult time.  We feel we have truly gone above and beyond in our attempts to assist, and at this point we must simply wish you the best.  

  Customer Answer

  Date: 08/01/2024

  The company should have made better preparations and saw the weather reports. 
  The city is not at fault. 
  The company could have put sandbags or at least a barrier and had the water flow rerouted from the gutter. After all their job is plumbing. 
  And yes.
  They did have the restoration crew bring in fans.
  Which upped our electric bill by 3 times.
  The owner had his secretary call and say he would pay our copay for insurance.  Up to 2k.
  But we do not have insurance that covers this. 
  So the owner could at least refund us the 600.oo we initially paid since they left our yard a mess, our street a mess that I had to go out and clean.  Thankfully the city saw me out there and they came to help and got the flow of water in the gutter going again. Plus uncovered the water meter for me.  Since the city could not read the meter with it being covered. 

  Business Response

  Date: 08/01/2024

  ****************** We do apologize, but we have already gone far above and beyond in assisting you with this situation.  We had no obligation to pay for a restoration company to dry your home to ensure mold and mildew didnt grow, causing tens of thousands of dollars in additional damages. We had no obligation to send our employees over to your home to remove debris from your basement.  We had no obligation to do those things; we did them because we care.  Again, its very disappointing to invest that much time and money into someone only for them to demand more.  We never promised you money, ******************, and we will not be providing any further financial or physical assistance with this matter.  We wish you the absolute best.  

• Initial Complaint

  Date:07/18/2024

  Type:Customer Service 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.

  Our AC Unit is not cooling our home and I called the company to schedule for them to come out here on July 8, 2024. The right now heat and cool company finally sent a technician out on July 16, ************************************************* our own home.I am so mad and hurt right now. The only reason I keep dealing with this company is cause are AC unit, furnace and plumbing we got through them and are under warranty. The technician came to our home already with attitude and got more frustrated with my moms strong accent, that is rude, disrespectful and discriminating.He told us that the parts are under warranty, but the labor is not, this is new news for us.He walked away in the middle of our heated conversation with me. In a way Im glad he walked away because I have PTSD and anxiety so my reaction could be fight or flight. You give me a tone, I give you a tone, you yell, Ill yell even louder or your yell will scares me and Ill curl up like a baby. Anywho, After he stormed off, I called the company to speak to a manager. I spoke to the manager her name is ***** by the way and guess what she said after getting off the phone with her technician.. she said that the technician is not coming back to fix our AC, that we need to find somebody else to come out here but that the right now Heat and cool company would not. You're coming to my house as a worker, as a technician who is supposed to come fix what's under warranty, what was promised before we decided to sign that contract and be indebted forever. The manager also said she that we are to contact another company to further assist us that they will no longer be speaking to us. don't even know what to do with that information. Part of me wants to *** but *** for what, I don't know, I honestly don't know what to do. Our AC did not get fixed.

  Business Response

  Date: 07/19/2024

  **************,

  Were sorry to see that youre upset.  One of our highest rated technicians, a gentleman who has earned dozens of 5-star reviews this summer alone, arrived to your home yesterday, 7/18/24, in response to your call stating that your air conditioner wasnt working well.  When he arrived at roughly noon, your air conditioner was set to 70 degrees and your home was comfortably conditioned to 70 degrees.
  
  He was taken into the basement and shown a condensate pump that appeared to have a slight seeping leak.  He let you know that hed happily take the time to clean the drain line for you absolutely no charge, and that cleaning the line should take care of the slight seepage.  He then informed you that if any further intervention were needed, hed quote a price before performing any additional work.  Thats when the visit went downhill. 
  
  Our technician immediately called into management, stating that the situation had turned quite aggressive, he was advised to simply continue his diagnosing, and to then contact management with his diagnosis, and management would then contact you with his findings.  This was in the hope of avoiding the technician being the target of your frustration.  Unfortunately, he wasnt even able to get that far.  Once it was explained that your labor warranty had expired, the situation quickly declined,his integrity was insulted, his personal space invaded, and he felt it was best to remove himself from the situation. Management was in complete agreement. 
  Due to the technician not wanting to return to your home, you were advised to contact another company.  You were also advised that your warranties are through the manufacturer and that any licensed contractor can honor them.
  
  After management further discussed the situation, you were again contacted and offered an appointment for next week.  We did advise that the technician would arrive very eager to help, but that we would truly appreciate you making sure they were given the respect and the space necessary to perform their work. You were also informed that you would be responsible for the $79.00 service fee, and for any repair costs, as while you have a parts warranty through the manufacturer, your labor warranty is expired.  You then stated that when you purchased the equipment you were told that youd never have to pay anything.  We do apologize, but at no time have we ever installed for someone with the agreement that they would never be responsible for some aspect of their repairs, or service fees, or maintenance, or labor. 
  
  We have attached a copy of your signed proposal for your review; under the heading of included in every installation you will see that you were provided with a one-year labor warranty.  In addition to being responsible for labor, your warranty does not cover warranty processing,accessories to the unit (condensate pumps, thermostats, etc.), maintenance, or refrigerant. 
  
  *************, we are here to help. and are more than happy to provide our services.  If you would like to move forward with the offered appointment, please reach out to our Customer Success Manager, *****, at ************ or *******************************************.

  Customer Answer

  Date: 07/20/2024

   
  Complaint: 22010783
  
  I am not rejecting nor accepting this response because:

  I'm sorry you believe that your 5 star tecnition came to our house with a 5 star attitude cause he did not. He came with a 3 star attitude. I get it we all have those days and more cause its hot out but I do feel that this wouldn't have escalated the way it did if he wouldn't have gotten frustrated with the language barrier and instead he could have called the office to ask if there was a bilingual representative that could explain what was being said or misunderstood to my mother, but no instead your technician got upset and walked out.
  This is our house, you don't get to make yourself at home, walking in our out without us homeowners walking you in, out or to the problem area. What also escalated the situation was that we felt lied too by your sales person ******* who is the one that told us that if we bought through your company that the parts and labor would be covered so of course we thought wow that's great and proceeded to giving him all our personal information to finance everything we got through your company which is the *** the furnace, the water softener and plumbing. Thats a lot, we trusted ******* who represented your company. That's fine, we understand its our fault for not reading the fine print or contract ourselves for just trusting without doubting.
  Thank you for the offer of sending another technician out to our home. You did not speak to me, my name is Alma  ***** you spoke to *********************** my partner and I wasn't made aware of this offer till this morning 07/20/24.
  However we are extremely disappointed and feel betrayed, lied to that we need some time to think about it. I will contact the manager and the owner ***************** about our decision, thank you.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/07/2024

  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 May 10, 2024, I had Right Now Heating and Air perform an AC Tune up on my HVAC system. I thought I was taking advantage of a good deal as I do every winter and spring because it cost $19. Unfortunately, I found out later they were trying to take advantage of me. Their technician said my system had an oil leak, my system was missing more than half the Freon it was supposed to have, and my system had no pressure. They quoted me approximately $1600 for repairs and ***** recharge. They even provided me with pictures of the "oil leak".I have not run my system since that day, and this summer has had some mid 90* days. My wife and kids have been suffering.On July 5, 2024, I had a technician from Value Heating check my system. He found oil spilled in my attic by the "oil leak" but no leak. He checked my system and it was full of Freon with the right amount of pressure in my system. No repairs were needed.DON'T TRUST RIGHT NOW HEATING AND AIR. **** AND AVOID THEM IF YOU DON'T WANT TO BE SCAMMED. I HAVE USED THEM FOR THE PAST 3 YEARS, BUT THAT RELATIONSHIP ENDS TODAY!

  Business Response

  Date: 07/08/2024

  ****************** - 
  You have our sincerest apologies if our technician misdiagnosed your system; he, like everyone else is human, and can make mistakes. We have a very detailed video of what appears to be a great deal of refrigerant oil under your furnace and around your TXV.  We do hope the company you recently had at the home was thorough and accurate in their assessment as to prevent any damage to your system. If you do require our assistance in the future, please feel free to reach out, as we are more than happy to continue supporting your manufacturers warranty. 
  The $19.99 you paid for the maintenance will be refunded; a check will be sent to the address on file.
  Thank you for your time. 

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21953815
  
  I am rejecting this response because: The $19.99 service fee was not the issue. Your service technician "mistake" almost cost me $1600, and it did cost me $245 to have another technician from another company assess my HVAC system just to tell me there was absolutely nothing wrong with it. My wife and kids went three months during the summer heat without AC.

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

  Business Response

  Date: 07/12/2024

  Mr. *******,

  We would of course been happy to return to your home for a second opinion had you contacted us, but you chose to contact a different company.

  We have refunded your tune up fee.

  If you would like to take advantage of a complimentary second opinion, please feel free to contact our office and we'll get you scheduled as soon as possible.

• Initial Complaint

  Date:07/01/2024

  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.

  Four years ago I Purchased a heating and air conditioning unit from Right Now ******************************************* company in ************** four years later they refusing to fix or search for a Freon leak in my AC system. Its still under warranty and the company refuses to honor all the pledges listed on the back of their contract Saying they will fix anything for free And that the customer will be 100% satisfied. I think this is false advertising, and they should be held accountable

  Business Response

  Date: 07/02/2024

  ****************,
  We had the pleasure of installing a new air conditioner, furnace, and coil for you in July of 2020; your install included a 1-year labor warranty which was provided by Right Now but is obviously expired, and a 12-year parts warranty which is provided by the manufacturer.  Your manufacturers warranty does not cover service fees, labor, refrigerant, accessories to the unit, warranty processing, shipping or materials.
  When you contacted our office on 6/24/24, you stated that another company had been to the site and found that your coil was frozen. We set an appointment to perform our own assessment and waived our standard $79 service fee; that appointment was the first time weve been to your home since July of 2021. 
  When we arrived to your home, we found an air conditioner that desperately required maintenance, and also found that it was roughly one pound low on refrigerant.  Your condenser coil is terribly impacted and is surly the reason your coil froze, which then left your air conditioner nonoperational. The low refrigerant is most likely the result of the previous company hooking their gauges to the air conditioner.
  When our technicians quoted $109 to refill your refrigerant and $181 to deep clean your coil, you became verbally abusive, called our techs names, insulted their integrity, and demanded they fix the air conditioner for no charge.  As a gesture of good faith, we did top up your refrigerant without charging the quoted price of $109, but we declined performing the deep cleaning of your coil for free.
  While we are sorry to see that youre upset, were quite disappointed that we provided $188 in complimentary services ($79 service fee plus the $109 for the refrigerant), and in return weve been insulted and had a baseless BBB complaint filed against us.
  In your complaint you claim that our pledges on the back of our contract include the promise to fix anything for free; ****************, that is simply untrue.  Our pledges are the following: No Hidden Fees, Professionalism, Home Protection, Performance, Craftsmanship, and our Four Seasons Guarantee.  No where will you find a pledge to perform complimentary work for the lifetime of the equipment, nor do we offer a 100% satisfaction guarantee.  That being said, if you can produce any documentation to support your claim of a pledge to fix anything for free, we will absolutely honor it.  I have attached a copy of our pledges for your and the BBBs review.
  We feel obligated to inform you that if your HVAC maintenance continues to be neglected, not only do you run the risk of voiding your manufacturers warranty, but youll experience premature component failure and eventual system failure.  To maintain your warranty and to prevent eventual system failure, we recommend having a maintenance performed yearly.
  We do hope this response has clarified the situation for the BBB and any future readers.
  ****************, we wish you the best with whichever company you choose to work with moving forward.  
  
  

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21927277
  
  I am rejecting this response because:

  When I had my brand new air-conditioning and heating unit installed in July 24, 2020,  I was told by *** and ***********,  my technicians, that the only thing I had to do was keep my filters clean. Change them every three months,  which I did .
  When I contacted Right Now Heating & Cooling on June 26 at 9:54 AM they told me they could not come out to fix my air conditioner until a week from Tuesday .
  I called again a couple of hours later to see if something could be done sooner, since it was very hot in ***** the last two days .  
  I could never get past the dispatcher to speak to a manager.
  On June 28. I called two more times,  asked to speak to a manager with no luck.  I felt that since I had purchased my unit from them for $8000.  they couldve put me a little higher on the priority list. They said no.
  So I called another company that said they could be out tomorrow. Their technician came out,  went in the garage, took the cover off my furnace unit and saw that I was completely iced up. 
  I asked him if it was normal for a 4 year old air conditioner to ice up like that?  He said no!  He told me I was probably low on ***** and said I probably had a leak somewhere.  He asked me to turn off my air conditioner and put the fan on,  so it could defrost. He could not do any testing since it was frozen.  He never went outside to the air conditioning unit.  I stood there the whole time and he stayed in the garage. So the claims that He hooked up test equipment and damaged something, are totally untrue.  
  He suggested  I call the company, that I purchased it from, to come and find the leak and fix it, because it was still under warranty. 
  I told him that I had called them and  they could not come out until next week.  I told him I thought the company was reputable because their paperwork said they were Better Business Bureau accredited. The technician from the other company told me they lost their accreditation eight years ago .  I then contacted the  Better Business Bureau and found out that they were NOT accredited,  yet they advertise that they were, on their  paperwork.  That seems a little illegal to me.  He charged me $97 to tell me that the unit was frozen up.  
  After he left, I again called Right Now Heating & Cooling and asked to speak to a manager. 
  Someone did call me back later that evening, said she was a manager. Her name was ******* and she said she pulled some strings and she could have someone come out a day earlier. I said OK.  She told me to turn off my unit and let it defrost, which I had already done.  I told ******* that I suspected a ********** and told her I wanted them to find the leak and fix it, and not just put Freon in and leave.
  
  
  When that day came, ***, and two other trainees came out. The first thing he said was,  Who did you have come out and tell you it was frozen up?  I told him who it was and what they said.  They also sent me their invoice explaining what they found. That will be attached to BBB. 
  I believe this made him mad, and he immediately got  an attitude  which continued for the duration of his service call.  He did not look at the furnace in the garage, they went straight outside to the air conditioner.
  I told him I wanted him to find the **********. He said,I dont have time to find a leak, that would probably take three hours and they were too busy today to do that. Were just going to  put freon in and leave, and see if it cools.   He also said I needed to clean the coils.  I asked what are you talking about? What are the coils and where are they? Nobody told me I had to do that. He said they were very dirty and if I didnt clean them, Id lose my warranty.
  I told him what *******,  the manager, and I had discussed earlier,  that I didnt just want ***** put in and them leave. His response was, ******* is not a manager, Shes a dispatcher.   So I guess ******* lied to me, also.
  He walked into my back yard and made a phone call.   When he hung up the phone, he said ok we are going to put in the freon at no charge and clean your coils. He then put freon in.  I told him he needed to find the leak and fix it. He said youll have to call and make another appointment. I dont have time today to find a leak.
  I was getting pretty irritated at this point.  And insisted that  this service call was to find the leak and fixit.  He then picked up his tools and told his two other guys, Come on lets go. Were not cleaning your coil, but I did put Freon in. You just wanna argue with me.  needless to say I was pretty flabbergasted.  
  
  
  I did ask him why is hr  being such an asshole?  I guess thats where he thinks I got abusive. 
  I DID NOT call anyone names. I simply just kept insisting that they find the leak and  fix it.  He refused, 
  When I selected this company to buy the new air conditioning and furnace from, I was impressed that all their paperwork had so many pledges and promises for 100% customer satisfaction. I have enclosed numerous copies of these promises and the contract itself. I am also enclosing what the technician from the other company had to say , Im also enclosing pictures of all their paperwork where it says they are better business accredited
  Ms. Hankinsons explanation of these pledges left out all the fine print. She also mentioned coming to my house in July 2021.  That was to fix a leak in my water heater.  It had nothing to do with my air conditioner. (I will attach that invoice also)
  
  
  If I would have read all the reviews on the Internet about this company, I wouldve never elected to buy my air conditioner and furnace from them. 
  I do not believe my complaints are baseless.
  
  
  When I called to try to set up an appointment for someone to come out and fix my freon leak,  I was told they would no longer speak to me. We could speak through the Better Business Bureau and that would be it .
  This is very bad customer ********************** and they are not living up to any of their pledges.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/27/2024

  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.

  Right Now Heating, Cooling Heating and Plumbing overcharged me by approximately $5,000, or more for an 80%, ****** BTU Gas Furnace and a 2.5 Coil. It was installed on April 11, 2024. In doing extensive research, the cost of the Furnace was $1,126 and the cost of the Coil was $611. The cost for the materials needed for installation was approximately $800. No additional Duct work was needed for the installation. The Salesman set up an interest free Loan on April 10, 2024 for $8,841. The $8,841 was send directly to the Company by the lending Institution. That represents paying $6,304 for the installation and whatever overhead the Company may have had for my installation. Numerous Web Sites indicated the average Cost for such an installation from $400 to $600. Some Web Sites indicated that you could purchase and have installed BOTH a Gas Furnace AND an Air Conditioner for around $7,500.I believe this could have been an error on the part of the Salesman. I sat down with ********************* to discuss this matter, a manager for the Company in **********, **, on June 17, 2024. I have sent 2 messages to ****** and called him twice. ****** has not responded. I left a message with **** for a call back, an Employee of the Company, 2 days ago. No response yet, I was hoping **** could tell me who else from the Company I could contact regarding this matter. Surprisingly, it appears the Company does not even want to present their side of the story.This, from all my research and talking to people, is an enormous overcharge. The Company has been servicing our appliances for some time. The Salesman was setting up an interest free loan for me. I did not feel I needed to check the Company out. I sent a Text Message to the Salesman last week. The Salesman sent a text back, telling me he had lost his job over this transaction.

  Business Response

  Date: 06/27/2024

  ******************************,
  Thank you for taking the time to provide the cost breakdown of your equipment; your numbers are spot on, and we agree with them 100%.
  Any contractor will tell you that the industry standard is to charge a 3 4 multiplier on a job, leaving us with a roughly 12% 15% net margin.  
  Net margins are an interesting thing, while we, a business that provides an essential service, employees only highly trained technicians, and keeps your home comfortable, conditioned, and safe, makes roughly a 12 15% net margin, ********** a nonessential business that is largely made up of inexperienced workers new to the workforce, makes roughly a 25% net margin on their hamburgers and fries.  Surly youd agree that the product our skilled and licensed technicians provide, an HVAC system that will be in your home for years to come, should have a higher value than a hamburger? Regardless, we follow the standard 3 4 multiplier on our jobs, and appreciate the very fair and conservative 12% - 15% net margins were provided for our services.
  Now that weve explained contractor pricing, net margins, and cost multipliers, and youre able to confirm that your jobs pricing aligns with the standard 3 4 multiplier, were hopeful that your concerns have been put to rest.  
  We thank you very much for your time and look forward to supporting your warranties for years to come.
  
  

  Customer Answer

  Date: 07/10/2024

  I definitely do not accept the Companies response!!  They are not going to Charge twice as much as other companies for a Gas Furnace!!   Almost $9,000 for an 80% ****** BTU Furnace.  I did not receive any e-mails from the BBB.   Please reopen this complaint.  Thats $4,000 to $5,000 more than I should have paid.

  Business Response

  Date: 07/10/2024

  ******************************,

  As we've explained, our pricing is based on industry standards and is quite fair.  We never claim to be the cheapest option out there, nor are we the most expensive, but we do claim to be the best.  You could certainly have had your installation done cheaper by a fly by night company who wouldn't stand behind their work, but instead you chose to patronize a company that's been doing business in the *************** for over twenty years, and who has the best warranties and technicians in the business. 

  We provided a quote for your installation, and you chose to move forward; no refunds or discounts will be offered.

  Thank you for your time.

  Customer Answer

  Date: 07/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:Hello- We both know almost all Companies doing the kind of service you did for the Candleridge Residence, would have performed the service for around half the money your Company received from my loan with Ally Lending. I did not find, in all my research, that having a ****** BTU 80% Gas Furnace installed, no Duct work required, was even remotely close to the cost of $8,841.  This figure, is around $4,000 to $5,000 higher than the research shows I should have paid.  In addition, the $611 Coil you installed, was 2.5 Ton, not 3 Ton, as your invoice shows.
  
  If you insist on keeping the thousands of Dollars you overcharged me and not resolving this issue with the help of the BBB, I consider it my obligation to make sure this Community is made aware of the truth of this Transaction, including your competitors.  I hope to help prevent as many other consumers as possible from suffering the same treatment from your Company.  Please consider your Companys reputation and Employees, who are more than likely grateful for employment.  I want to resolve this issue.  I believe my only other Avenue would be Small Claims Court, and that would be time consuming for both of us.
  
  I would like to correct you on one matter.  This is not a second Home for me.  This is my ***** Home.  The Residence at ********************, that you Company has been servicing, belongs to *********************.  I live there as her Caretaker.  
  
  Sincerely,
  
  *********************
  

  
  

• Initial Complaint

  Date:06/22/2024

  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 recieved a letter from Right Now in May advertising a $1200 furnace and installation, which of course was not the actual price we paid - about twice that - but we needed a new furnace and thought it worthwhile to stay ahead of winter.Unfortunately, in the process, the technicians left an open hole in our wall that they had to come back and fix when they were replacing a defective part in the heating unit they installed. Also, it failed inspection.We were told Right Now could not obtain the coolant our AC used (Bluon R22, still available) and it would be about $15000 for a new AC, which we did not take, having seen their poor work thus far. The real icing on the cake was finding out from another company hired for a second opinion (and a third your estimate) that Right Now had stolen our indoor AC coil (several hundred dollars to over $1000 replacement, I understand - and yes, no matter if your manager claimed to just be "hanging onto it," it's a felony theft having taken our property without our knowledge or consent) and destroyed our coolant lines in the process of installing a furnace.At this point, I need a new coil - not an old one you're going to tell me is mine - guaranteed to work. I have zero trust in your company, and also feel you should be paying for replacing our coolant lines that were destroyed. And no, under no circumstances will your techs be allowed anywhere near my appliances ever again.

  Business Response

  Date: 06/24/2024

  Mr. and *************** - We're sorry to see that you're upset, but we're afraid there may be a fairly large misunderstanding.  When installing a furnace, the coil is cut loose from the refrigeration lines and then reconnected.  In your case, your existing coil and air conditioner had both failed, so the coil was not reconnected; we do apologize that this was not made more clear at the time your furnace was installed.  We would like to be clear that there is absolutely no way removing your coil caused any damage to your existing refrigeration lines. As a gesture of good faith, we are more than happy to provide you with a new coil and will attach to your existing refrigeration lines for absolutely no charge.  Please keep in mind though, that your existing air conditioner will still be nonoperational.  As a further gesture of good faith, a member of our team will reach out to provide you with discounted pricing on replacing your air conditioner, so you actually have a fully functional furnace and air conditioner.  

  We thank you for reaching out and will be in touch shortly to discuss the coil replacement and possibly the replacement of your air conditioner. 

   

   

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21888835
  
  I am rejecting this response because:

  Even if you have to remove the coil to get at the furnace, this in no way requires you to remove the coil fom my home and utterly fail to inform us about this - again, that is theft. You additionally were unable to locate the coil after it had been removed and we had to reach out to you in regards to this matter after we got a second opinion from another contractor.

  It also is interesting you note that it would not be necessary to damage the coolant lines during this process, because they apparantly are quite a mess now, indicating your workers had to go above and beyond the scope of work to damage them.

  Again, given the quality of your labor, none of your workers will be allowed on our property and the repair work necessitated by what I view as willful sabotage to run up our bill will be conducted by others. I have no trust in your appraisals, at this point, and this entire process has been an enormous headache to me, and has left my very pregnant wife suffering at home through a heat wave.

  Do better.

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

  Customer Answer

  Date: 07/03/2024

  Given that Right Now has stolen and destroyed my property in an attempt to decieve me as they push a needless sale - as they have done to many others, judging by reviews and complaints they have posted to the BBB site - I would be a great fool to allow them another chance to sabotage my appliances.

  They can pay for an actually competent and ethical company to fix the damage they caused, but under no circumstances will those crooks ever set foot on my property again.

  Business Response

  Date: 07/10/2024

  Mr. *****,

  We hope you're enjoying your new, complementary coil with a value of roughly $1000.00.  That gesture of good faith is our last, no further work or monies will be provided.

  We wish you the best.