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:06/17/2024

  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 bought our house in 2007 with a dual HVAC system installed by Right Now. 3 years later the upstairs system air conditioner stopped cooling. Under the house warrantee the refrigerant was recharged free of charge. 3 years after that air conditioner stopped cooling again. The tech from Right Now identified the problem as a leak in the drop line from the cooling fan to the furnace. The only way to fix this is to purchase a new system. We purchased a new HVAC system and it was installed about 10 years ago. We agreed to purchase this 18k dollar system for two reasons. One, to repair the suspected leak in the drop line. Two, the system came with a 12 year warrantee. Three or four years later the upstairs system air conditioner stops cooling. The technician that comes out refills the refrigerant, charges us, and we were told that it was out fault for not changing air filters, or for closing vents. Three years later, with religious filter changing, the air conditioner stops cooling again. The tech they sent out this time is amazing. He goes the extra mile to ensure I know what is being done. He points out where he suspects the leak is occurring at the connection to the dropline. The dropline that he points out the installation crew said was not leaking and did not need replaced. We get a discounted refrigerant recharge and a thorough pressurized leak search. No leak is found. I attempt to schedule an annual checkup with that tech the following year, but between unanswered calls and a busy schedule it never happens. Now, three years later, I call in and request the amazing tech by name. I am informed that name requesting is not allowed, even if I am willing to wait. The tech that does come today is apologetic and kind. He explains that the refrigerant is once again low and points to the same spot. I refuse a 700 dollar recharge. The slow undetectable leak is either in the drop line or the installed connection to the fan. Right Now needs to make this right. Now.

  Business Response

  Date: 06/18/2024

  **************** - We have done two installations at your home, one was 12 years ago and the other was 11; both units are out of warranty.  The last time we were at your home was in 2020 when we confirmed that the system was charged correctly and had no sign of a leak.  It has operated well for four years, which makes it quite clear that this is a new issue; unfortunately, your HVAC system, like all things mechanical, can break down and develop leaks over time. 
  A field manager will be to your home tomorrow to assess your air conditioner; from there he will make his recommendations and provide you with the cost of any repairs.  
  We look forward to getting your concerns addressed. 

   

• Initial Complaint

  Date:05/07/2024

  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.

  I purchased a cooling system had a vent added to the back room. I expressed that the air was not pushing through any of the back rooms I requested that they fix this problem when they added the vent and my central air system, they finish the job they did not fix the air system issue. They change the cost three times and they are not willing to fix the issue. Still that was requested to be fixed at install. They did not, check to see if the system even worked and when I told them it did not work, they were not willing to work with me or resolve the issue they made excuses and tried to say I never told them the problem Which is not the case I told every single person who came to my house, which was at least five people that my main problem is that I needed my air-conditioning system to work through my whole house not only half of it. This is still not resolved and theyre not willing to work with me. I need help getting this fixed.

  Business Response

  Date: 05/07/2024

  ********************,
  Were sorry to see that youre upset.  We had the pleasure of installing an air conditioner, a coil, and one new supply in your home on 4/25/2024.  After your installation, you contacted our office stating that some areas in your home were not conditioning as well as others.  After assessing your concerns,it is apparent that if you wish for the home to be conditioned in the manner in which youd like it to be, your existing duct work will require alteration.  Unfortunately, when the additions were built onto your home, the ducting was not designed in a manner that is allowing for your home to be conditioned as evenly as youd like.
  Generally, the price for that work would be $5200.00, but as a onetime gesture of good faith, we have discounted that down to $3800.00.
  ********************, we provided an air conditioner, a coil, and one supply vent where there previously had been none, your existing furnace is what pushes the air, and your existing ductwork is what carries it from room to room.  We are sorry, but any further alterations to your ductwork is exclusively your responsibility, as the equipment we installed is operating perfectly, and will continue to operate perfectly even if you choose to not move forward with any alterations to your ductwork.  We do apologize for any disappointment this final decision may cause.
  We thank you for reaching out and look forward to supporting your warranties.
  

  Customer Answer

  Date: 05/07/2024

  This information is completely incorrect. I went over all the venting and everything with the salesman on he added the vent  that cost me additional $1600 that does not work at all. I asked them to address the airflow while they were there and make sure the whole house heated and cooled Correctly half the house does not even work at all the $1600 vent that they had added, does not blow air or heat a waste of time. I asked them to address all issues to make sure the system was running optimally on all sides, heating and air at installation and on the quote the whole reason I had them add another vent, they added vent and made the problem worse also  Changed the estimate three times after completing finance and even while not even ever testing the system. Tech tested the system they left un wired, not even hooked up. Have also had several people out there since who have not resolved any problems and there were also multiple people on site who had told the salesman that they needed to make adjustments and the salesman said it didnt matter. They also asked me if I would even do it if it was an extra 3800 dollars after they already did the financing no saying I have to pay out of pocket for a system installed incorrectly and never tested after I already paid an additional 5000 the quote at first was ****** then the quote was ****** now the quote is ****** after they already completed all the work and ran my credit and did all the financial part and didnt complete the job in the first place $5000 for an electrical panel because it needed to be done for the job. I agreed to do so. I also told every person on site doing the  install and the techs  that I wanted them to make sure the air was flowing through the whole house and all vents, they didnt test anything or check anything at all and they added event that was $1600. That does not work. Yes they keep giving and more estimates trying to add on extra work. The salesman was also trying to get me to purchase all kinds of things I didnt need. They did not do the job correctly. They never tested the service and even right now the air conditioning system will not even go to the thermostat temperature that you set it to does not work correctly in any of the house I dont care what they say and I definitely asked every person there to do whatever it takes to complete the job they promised and assured me that the vent they added for $1600 would definitely heat and cool the bonus room I had them add the does not do anything I also contacted. ********** ran through ********** website. 

  Customer Answer

  Date: 05/07/2024

  I also would like to inform you that there was a veteran technician there on site multiple times ***** installation and afterwards, and my wife had heard him tell them there was stuff that needed to be done to address the situation for him to work correctly. They blatantly ignored him. He even said that it would be notated on the account they dropped the ball. They did not complete the job it still works improperly. I just paid $17,000 plus interest going out to $25,000 for an air conditioning system and event that they added And half of the home does not work with heating and air. And the vent they added does not work or heating the room correctly at all. Was never done they knew it was issue. They just ignored it for commission purposes only they tried to get me to pay ****** to replace all the plumbing that didnt need to be done or I never asked them 

  Customer Answer

  Date: 05/07/2024

  Also, I knew one of the technicians personally ***********************, Ive known for years and explained to him as well as the salesman and the whole install team that I wanted them to make sure it would work perfectly as I said they all assured me the airflow would work correctly throughout the whole house and the vent in the room would definitely heat and cool However they never even tested it let alone made sure the airflow was correct who would pay $25,000 for a central air system to be added to their house and event that was included in that cost that does not work and the house does not work the temperature on the thermostat, but the central air cannot have tried it for days and none of it works correctly. At all, and they even sold me one of the biggest units you can buy  I was also told by ****** heating and cooling that I did not need a unit that big for the square footage of my house. The salesman also tried to say my house was way bigger than it is by measuring an outside area of two sides of the house to determine the square footage is way bigger than I said and Ive had it measured multiple times. It is the correct square footage that I said 1693 and they gave me a 4 ton *********************************************************************************************************** half the house and the part it does work like I said does not even reach the thermostat temperature its supposed to

  Customer Answer

  Date: 05/14/2024

  I am still waiting for a resolution. Im still unsatisfactory with the company. They have not resolved the problem so far hopefully we will come to some resolution tomorrow, but until then it has not been completed. My air conditioner still does not work still have not fixed it.

• Initial Complaint

  Date:03/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/21/15 my wife and I purchased a whole home water softener system from right now heating, we paid *******. Since getting the soft water system we have had to replace 2 dishwashers, 2 washers, and two hand sprayers for kitchen sink, not to mention the orange slime in our water. It wasn't until we were looking into purchasing a reverse osmosis system in late February 2024 because our water just didn't seem right, the contractor we asked for a bid from tested our water and the only locations in our home that had soft water was the hot water in the master bath. Right now has been to my home multiple times since March 1st to fix this issue and now I have soft water in my outdoor faucets and crooked pipes that they recently installed. I just want my system fixed properly and at no additional charge since they failed to correctly do their job from the beginning

  Business Response

  Date: 04/01/2024

  ************** Were sorry to see that youre upset.  We installed a water softener in your home in 2015, and the tank itself recently failed; we replaced the tank at no charge.  It was discovered that your kitchen sink was not being softened, so we also tied that line into the water softener loop for no charge.  After the kitchen was tied in, your outdoor faucets were also found to be on the softened water loop. 
  Per your own admission, youve had extensive plumbing work done between the time we originally installed the water softener nine years ago and now.  We have offered to provide a quote to track down where your water loop is crossed over with your outdoor faucets, but thus far you have declined to have a quote provided.
  We have surpassed any warranty obligation we have at your home, **************.  We in no way were required to perform the additional work at your home for no charge, but as a gesture of good faith we waived over $600.00 in labor costs.  We do apologize, but no further complimentary work will be performed.
  We thank you very much for your time and are happy to provide that quote if you should like to move forward with any repairs.   

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21505863
  
  I am rejecting this response because:

  Thank you for such a quick response.  First of all, I have not had extensive plumbing done on my home.  The only plumbing that has been done under the house was during construction in 2001, when water softener was installed by Right Now in 2015, and when the water softener was installed again in 2024 by Right Now. 
  I had a few companies come out to give some bids on a carbon filter and reverse osmosis system because our water didnt seem quite right for being soft water.
  During one of the bids a contractor not affiliated with Right Now found that the tank was failing and was never hooked up correctly.  This contractor never went under my home he did all of his work in the garage.
  Which is what started this adventure with Right Now.  Yes, they came out and replaced the tank however they left the pipe fittings that attach to the wall very crooked.  I have asked multiple times for it to be corrected and each time they have failed to do so however one tech (*****) pushed one of the pipes to be straight but put pressure on the other pipes and so now there is stress on the carbon filter.  I had one tech offer to come and install the new tank for free if Right Now wanted to charge.  I was informed the day that they came out to install the tank that the previous tech had gone back to prison.  I find it concerning that you have individuals working for you that have a current criminal record especially when they have access to unsuspecting people's homes. 
  After Right Now was informed that it had not been installed correctly, they did send someone out to do complimentary work, however since then I went to a company not affiliated with Right Now or with the company that installed the carbon filter.  I have attached their findings.  The so-called complimentary work that was preformed was running a new line that was the same as the original line that was placed in 2001 by the original construction contractors.  Yet Right Now made a new line under my sink so now I have 4 valves under the sink, one is connected to the dishwasher, one for hot and one for cold, and a new line for the same cold line.  However, they left a live valve under the sink without anything connected to it so if it gets bumped, I will have water going everywhere under my sink.
  This has been a major inconvenience and very stressful I want this fixed properly however I do not want Right Now ever touching anything on my property again.  I have also attached an estimate on how much it would cost to just have the system fixed to preform correctly the way it should have been done in 2015.  Also, when the original work was done in 2015,they did not pull any permits, nor did they have an inspector come out and double check their work I have been informed that it is state law to have work inspected once completed and a permit must be pulled anytime there is work to be done.   I would like to be reimbursed for the $243.00 it cost to get the diagnostic done to see what actually went on under my house along with the $1323.00 that is the estimated cost to have the work performed by Right Now done correctly by a company who will have it inspected once the work is completed.  If that is not satisfactory to Right Now, then I would like to have a refund of the $4800.00 that I originally paid for the water softener and have them come get their system so that I can have it installed by a different company that will get it done right the first time.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/12/2024

  ************** - We must respectfully disagree with your assessment of the situation.  We have replaced your tank at absolutely no charge, waiving over $600.00 in charges as a gesture of good faith.  We will not be able to offer any reimbursement, or any additional complimentary work.  If you would like to have anything further completed, we are happy to provide a quote to do so. 

  Customer Answer

  Date: 04/14/2024

   
  Complaint: 21505863
  
  I am rejecting this response because:
  

  Thank you for your response however you have not addressed any of my concerns nor have you offered any solutions to any of the mentioned issues.  So to reiterate what those concerns are:First and foremost my system was not installed correctly 9 years ago, no permits were pulled before the work was started nor was it inspected after the installation,which are state laws.  If it had been inspected,then we would have found out immediately that there was a problem instead of waiting for 9 years.   Thank you for replacing the tank, that more than likely would have still been working if it had been installed correctly.  However, in the process of installation the pipes were installed crooked, I have asked multiple times for that to be fixed.  The last tech that I asked to fix it his response was seriously? I told him yes seriously, so he went over loosened the bolts knocked the top pipe to be straight but put the pipes leading to the carbon filter under pressure. He didnt even tighten the bolts before he walked away.  After that type of behavior,I was not about to ask him to do anything else to my home.    Also,after several techs had been here to check the system over the years no one in Right Now caught the fact that it had not been installed correctly it took me looking into a carbon filter for someone else to catch your error.  I had to even tell your tech what I had found out.  Then the tech that was sent to installit correctly ran a new complimentary line to our fridge by drilling another hole under our kitchen sink, I was originally told that they had ran soft water to my fridge (which should never ever have soft water) but in actuality it is just a duplicate hard water line (same as the original installed at construction of home in 2001).  So now I have an extra valve under the sink that is live without a hose attached to it so that if it gets bumped for any reason, I will have water leaking under my sink.  I have had a neutral company (not Right Now as well as not the company that did the carbon filter) to come out to inspect the work to see what really was done and what needs to be done to correct it.  I have attached their findings again.  Please look over what they found.  I want this to be resolved it is not right to leave a customer's house in the condition that your company has multiple times over the last 9 years left my home.  Please reimburse me the $243 it cost for the other company to run diagnostic to find out what the problem(s) are/were, as well as the $1323 it will cost to have it fixed and then inspected after the work is completed.  I do not want Right Now to do any of the work other than straightening the pipes that were installed by Right Now and to relive the pressure they created on the carbon filter.
  Sincerely,
  
  *********************

  Business Response

  Date: 04/24/2024

  ************** We acquired Overall Plumbing in an asset acquisition in 2022, which means we purchased their assets, and not their liabilities.  Right Now, nor the current Overall Plumbing,performed your installation.
  Not only did we not perform your installation, we hold no liabilities for it, nor have we had any obligation to provide you with any additional work.  Regardless, we performed over $600 worth of work at your home for no charge as simply a gesture of good faith. 
  *************, we have stood behind your warranty, though it was not a warranty provided by us, we have performed complimentary work on our on own accord, and now have been disparaged online for doing so.
  We will not provide you with any reimbursement or refunds, nor will we offer to perform any additional work at your home. 
  We wish you the best.

  Customer Answer

  Date: 05/02/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
  
  Below is the details on our availability for a Mediation Hearing:
  
  Please Place list any dates you are specifically NOT available in the next 6 weeks: 
  
  
  
  
  Please Place an "X" next to the Day of the Week you are Available and work best for you: 
  
  _x___Mon. _x___Tue. ____Wed __x__ Thurs. x____ Fri.
  
   
   Please Place an "X" next to the Time  you are Available and work best for you: 
  
  __x__ Morning ____Afternoon 
  
  I understand that BBB will do its best to accommodation the information I have selected.  I understand that mediations are scheduled to start between the hours of 8 am and 3 pm, and must conclude by 5 pm.
  
  Thank You.

  Regards,

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

  Business Response

  Date: 05/02/2024

  Hello, I just received a notice thanking us for "accepting the offer to escalate your case to mediation or arbitration"; we did not accept any offer.  Can you please provide more information as again, this is not an offer we requested or accepted?

  Thank you

  Business Response

  Date: 05/14/2024

  ************** We acquired Overall Plumbing in an asset acquisition in 2022, which means we purchased their assets, and not their liabilities.  Right Now, nor the current Overall Plumbing, performed your installation.
  Not only did we not perform your installation, we hold no liabilities for it, nor have we had any obligation to provide you with any additional work.  Regardless, we performed over $600 worth of work at your home for no charge as simply a gesture of good faith. 
  **************, we have stood behind your warranty, though it was not a warranty provided by us, we have performed complimentary work on our on own accord, and now have been disparaged online for doing so.
  We will not provide you with any reimbursement or refunds, nor will we offer to perform any additional work at your home. 
  We wish you the best.

  Customer Answer

  Date: 05/17/2024

  Thank you for your response. You're trying to tell me that you're not responsible for the install that your company just did not even a month ago I will see you in court.

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Right Now Heating and Cooling in ***** ***** came to my home in August 2023 and informed me I needed a new thermostat installed. They installed a thermostat and I thought all was well. Then I started to notice when my heat was on it was blowing cold out of the vents. Another company came to my home and they informed me the original thermostat that was installed is not the correct thermostat for my system. I immediately called Right Now as they were the ones who installed the wrong thermostat. They wanted to send a technician out to my house for a "second opinion" , the technician came out to my house the week of 12/18/23 and confirmed that not only was the thermostat that was installed was incorrect but also that I was overcharged for the installation of the thermostat. I was told by the technician "we stand by our work" and that i would be receiving a full refund in the amount of $404 dollars in the form of a check within 7 business days. I contacted Right Now this morning 12/28/23, to inquire about the status of my refund considering a well amount of time had gone by and I still did not have my refund. I was then told that my refund is going to take 2 weeks to 1 month to process. Again, incorrect information I was given by the technician. I have asked for the **************** direct contact information to which I have been told there is no way for me to speak with them. I have worked in customer ********************** for over 10 years and I am appalled how this has been dealt with from the very beginning. Nothing short of me having my refund in my hand in the amount of 404 dollars LONG BEFORE a month from now is satisfactory.

  Business Response

  Date: 12/29/2023

  ********************,
  On 8/18/2023 we visited your home and replaced a thermostat for $404.00.  Then, on 12/19/2023 we visited your home as you stated another company had been out and stated that we had installed the incorrect thermostat. While we were under no obligation to refund the original $404 that you paid, as if you had additional concerns we would have visited your home for no charge,and replaced the thermostat again for no charge, but as a gesture of good faith we offered to fully refund the $404. 
  That refund request was submitted, and the $404 has been refunded to your original payment method, which was your credit card.  Please review your credit card statement as the refund has been processed.
  We thank you for your feedback and wish you the best.  

  Customer Answer

  Date: 12/29/2023

   
  Complaint: 21068925
  
  I am rejecting this response because: 

  Right Now Heating and Air technician **** stated that the incorrect thermostat was installed and also that we were overcharged. We were told 404 dollars for what was done at my home was too much. So you are incorrect in stating you were under no obligation,  we will overcharged. and I am sorry but I spoke to 3 different employees there in the office and **** himself the  technician that came to my home said my refund would come via regular mail in 7 to 10 days via check. I also spoke to 3 different employees stating it needed to be a paper check and every time I was assured it would be a check issued to me. I specifically stated I did not want it on the credit card and was told it would not be. I have every conversation recorded and can prove everything I am stating ad accurate. I want it made right. Reverse the credit card refund which I know can be done and issue a paper check as originally agreed. And take accountability for us being overcharged for services by technicianJesse who **** informed us is no longer employed your company. Do not make it sound like you are doing me a favor. Your technician installed the wrong thermostat and overcharged me and I was told I would get a paper check which is not what I received. Make it right. I also have asked for corporate/**** *** the owners contact information several times and have yet to receive it after multiple requests. 

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

  Business Response

  Date: 01/08/2024

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

  Your desired resolution is a full refund; that refund has been issued.

  We wish you the absolute best.

   

   

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last year August 2020 I had a brand new furnace and air conditioning system and installed when I tried to use the furnace the furnace would not work properly and it took five days for them to figure out what was going on and finally got it working. Recently Saturday, December 2 at 4:30 PM. My furnace stopped working and I had called right now heating and air to get a technician to come out and look at it as I was supposed to have my son for the weekend but I could not have him if I did not have a furnace or any form of heat in the house, I didnt hear back from them so I called them back about an hour later and nobody knew anything about what was going on. I still hadnt heard so I called again about another 45 minutes later and nothing I decided to tell my son Mom, that I couldnt pick my son up because I did not have working heat at the moment , it wasnt until 10:30 AM the next morning when somebody from now heating and air finally contacted me it was almost ************************************************************************************** I understand that they cant get to me right away but at the same time I shouldnt have to wait 18 hours. I ended up calling an HVAC guy who is my friend and he walked me through some stuff and we ended up getting the furnace going that way, but there is a lack of customer ********************** or customer concern from ****************** now ******************** and air as to get them to do anything. it would be easier to call a different company. The reason I had brand new HVAC system installed is because my old one went out and instead of just dealing with used parts I wanted to make sure I had a warranty and the customer ********************** if anything went wrong that is definitely not the case with right now heating and air, seems like they just dont care about their customers

  Business Response

  Date: 12/05/2023

  ************ Were sorry to see that youre upset.  You contacted our afterhours at 4:19 pm on Saturday December 2nd stating that your furnace was nonoperational.When our scheduling department reached out on 9:39 am on Sunday December 3rd,you stated that you no longer required our services.    
  We are truly sorry that we were unable to meet your timeline, ************, but are happy to hear that your furnace is now operational. 
  Please feel free to reach out in the future if we can be of assistance.  

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20955573
  
  I am rejecting this response because: I called and informed the person who answered the phone that I had my 11 month old son at the house, and I could not have them there without heat. I had to call back multiple times and ended up having to take my son back to his moms house and miss time with my son the fact that you guys took forever is another story because Ive had issues with this in the past not even a month after I had the furnace installed I had issues with it I am very displeased with the lack of customer **********************, and have expressed that directly to right now heating and air before 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/07/2023

  In response to the BBB's request to provide a comment regarding **************** request for a billing adjustment:  ************ has not been billed for anything since his original install, and unfortunately, as much as we regret not being able to meet **************** timeline, it is not a situation in which we would offer to discount any cost off of the original installation.  We will however happily add a complimentary maintenance to **************** account as an apology and gesture of good faith. 

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20955573
  
  I am rejecting this response because: I have had issues multiple times regarding the customer ********************** or lack there of. The fact that I had to give up time with my son is what irritates me the most I understand I called after hours and that there are probably other people in line and it would take a minute. I also understand that I called called the ******************************************** the house wasnt enough to even get a call till the next day. What I dont understand is why when I called I got a I dont know time frame or the courtesy of we cant make it out there tonight so atleast I could get a solution so my son wasnt in the house. The complimentary maintenance is a joke as the system is under warranty.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/13/2023

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

  Maintenance is not covered under your manufacturer's warranty; this is a complimentary service provided by Right Now as a gesture of good faith.

  We hope you have a wonderful holiday season.

   

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RightNow came to my house the afternoon of 10-17-2023. Service technician was on time, and did a good job of checking out our furnace and ** unit, which was the purpose of the call. He told me that the Electrolytic Condenser on the Furnace fan motor and on the ** unit were outside of manufacturer specifications. They should be replaced. I agreed to having them replaced. He quoted me a price of each that was on the order of $400-450 per unit. I was able to call another service company and found out that their price for replacing the condenser on the ** unit was approximately $160, parts and labor.I told the service technician that I had the other price, and asked him to replace the condenser that he removed from the ** unit and take out the one he installed. It took him about 30 minutes to replace both condensers.The service tech then told me that he contacted his manager and his manager said to reduce the cost of the ** repair to $160.I had to sign twice on the electronic pad that the service tech had, but was not furnished with a copy of what I was signing. The tech said that one was to accept the price and the other was authorization to charge my credit card. I was told I would get an invoice by email.I expected the invoice (attached) to show cost of parts and cost of labor for each repair. It did not.I made 6 phone calls asking for that information. Each time I talked with a different person. I asked several of them if my request was reasonable. Each person that I asked said that it was, and a couple volunteered thats the information they would want, too.On calls 4-6 I asked to speak with the owner, **** ***. The three times that I called and asked to speak with him hes been unavailable. I left 2 messages for him but did not get a call back.Today I got an email from the Customer Success Manager telling me they will not provide the itemized information. Email exchange attached.

  Business Response

  Date: 10/26/2023

  In the interest of a speedy resolution, we have offered ****************** a refund; we have not yet received his reply.

  Customer Answer

  Date: 10/26/2023

   
  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.

  In my opinion, it is ****** generous. I wrote back to the business telling them that a reduced refund would be OK with me. They responded that they will refund to entire charge.  I agree to accept that.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/09/2023

  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.

  On August 23rd 2023, Right Now fixed my shower pipe but in doing so cracked 2 tiles in the shower. I have called and asked for the tiles to be fixed multiple times. They say they will call me back and never do. I've specifically talked to a lady named ****** and she always says she will get back to me once a manager has reviewed the issue. I sent a picture of the damage on September 8th 2023.

  Business Response

  Date: 10/10/2023

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

  We apologize for the difficulty you had with communicating with our office; that's unacceptable and we assure you that moving forward we'll provide you the level of communication and professionalism you deserve.  

  Regarding your tiles, unfortunately the existing water damage to your wall caused the tiles to break; any work in the area will continue to cause issues if the wall damage is not addressed.  As a gesture of good faith, we will however be happy to provide you a onetime payment of $200 to go towards the repairing of your wall, sealing the tile, or the replacement of the tile itself.  

  Once we receive confirmation of your acceptance of this gesture of good faith, a check will be mailed to the address on file.

  Again, our sincerest apologies for our lack of communication.

   

   

  Customer Answer

  Date: 10/20/2023

  I was given $200 for the damage caused by the company workers. 

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a furnace, a/c, and water softener installed by this company. Last winter I noted that the water softener was leaking. I called Right Now Heating and Air. They sent out a technician that said the tank needed to be replaced. They would do it under the warranty. I would need to pay the labor costs. They never called back. I called several times to ask to talk to someone about this leaking water softener system. Every time I was told someone would call me back. The last time I called was June 21, 2023. ******* assured me a supervisor would call me back. No one ever has.

  Business Response

  Date: 09/22/2023

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

  We're so sorry to hear that you've not received a response from our office; that's not like us and we'll certainly be addressing that internally.  

  Unfortunately, we will need to get back to you on Monday or Tuesday; we need to speak to our supplier to find the components availability, but will not be able to reach them until early next week.  We are aware that you've been told many times that someone would be getting back to you, but assure you that moving forward you'll be properly communicated with and will be receiving the 5-star service you deserve.

  If you do need anything in the mean time, please feel free to reach out to our Customer Success Manager, *****, at ************ or *******************************************

  We thank you for your feedback and will be back in touch as soon as possible.

   

  Sincerely,

  The Right Now Team

  Business Response

  Date: 09/25/2023

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

  We have contacted the manufacturer and ordered a new head for your water softener; we have not received an eta from the manufacturer yet though.  We will be back in touch as soon as the eta is received.  

  Thank you very much for your time.

  Business Response

  Date: 09/27/2023

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

  Your water softener head should arrive by the end of the week.  We'll be in touch to schedule as soon as it arrives.

   

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Install a new air-conditioning, hvac heater/blower and water heater on. 3aug23 for $15018.00. Quote was for a 50 gallon water heater. Install only a 40 gallon water. I sent a email the night of the install as soon as in noticed the water heater was only 40 gallons. On Aug 4th they called me to schedule a apt for inspection gas and water. I told them about the water heater. They said the will have a manager call. And we will delay the inspections. On Aug 7th I called them to see if they have any information what's going on. After waiting on hold I was told all managers are busy and they will call me back. Aug 9th again I called after being put on hold again they told me all managers are busy and they will call me back. Aug 14th I called but no answer. Aug 16th I called again after being on hold I was told all managers are busy and the will give me a call.

  Business Response

  Date: 08/17/2023

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

  We're so sorry to hear that your calls into the office weren't returned; that's unacceptable and we'll certainly be looking into this matter further.

  With regards to the size of your water heater, you were originally quoted for a 50 gallon, but the quote you actually accepted and signed was for a 40 gallon (see attached).  As a gesture of good faith we will happily provide you with a check for $100, which is the price difference between the 40 and 50 gallon.  We will mail that check to the address on file, unless otherwise instructed.

  Again, our sincerest apologies for our lack of communication.

  Please reach out if there's anything further we can  do to assist.

   

  Kind regards,

  The Right Now Team

  Customer Answer

  Date: 08/17/2023

   
  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:08/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 18, 2023 Trademark installed a heating and cooling unit in our home. We financed $21,272 to have it done. It has not been completed nor does the unit work properly. Our power bill has went up over $100 since the unit was put in. The outside unit runs non stop. We have the cooling set at 68 it reads 87 in our house. We have called several times and been treated like we don't matter. There has been several technicians out and they blame the one before or they blame us. They told us to open up our vents. We went and bought brand new furniture and moved it away from the vents. Didn't work. We want our old unit back and a full refund if they can't put the right sized unit in to cool our home. When I called to talk to them now they say the can't find our information or project address.

  Business Response

  Date: 08/16/2023

  A manager assessment has been set for 8/17/2023 at 2pm to ensure system is operating to manufactures specifications. Any issues that are found with our installed equipment will be addressed.  

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20477759
  
  I am rejecting this response because: we have had several people come out and check the unit. They say it's always the person before them or our fault that the unit is not working. We were told to use different furniture to unblock the vents, we spend $1200 on new furniture. Still nothing. We have spent a lot of money trying to do everything we were told we are doing wrong. This company needs to take accountability and fix the unit. Or come take it back give us our old one back and send a refund in full. We will use a different company that stand by their word. 
  
  Sincerely,
  
  ***** ***********************

  Business Response

  Date: 08/22/2023

  ******************** air conditioner, coil, and furnace will be replaced on 8/23/2023. 

  Business Response

  Date: 08/28/2023

  ******************** air conditioner, coil, and furnace were replaced on 8/23/2023. 

  Business Response

  Date: 08/28/2023

  ******************** air conditioner, coil, and furnace were replaced on 8/23/2023. 

  Customer Answer

  Date: 08/30/2023

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