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.

close

Find a Location

Right Now Heating, Cooling & Plumbing, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:04/05/2023

  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.

  12/1/2022

  Business Response

  Date: 04/06/2023

  *****************,
  
  You have been provided a $2000.00 discount in an attempt to collect for the installation you agreed to and signed a contract for.  This discount was offered simply so we could collect a ***** and in the interest of closing your account it was agreed we would suffer a financial loss on your installation.  After receiving the discount you again agreed to pay, but then filed a dispute with your credit card company.  We are disheartened to have provided you a new furnace only to have you refuse to pay, then provide you a discount in order to obtain payment, only to have you file a dispute with your credit card company, and now file complaint with the BBB.  You are in breach of contract, ******************;you have a brand new furnace, a warm home, and we are forced to invest more and more time into this matter.  No further discounts will be provided, and the collections process will commence immediately.  We wish you the best. 
  

• Initial Complaint

  Date:03/24/2023

  Type:Sales and Advertising 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.

  Our water heater started leaking the first week of December. I called Right Now to schedule a service repair. They showed up 2 days later and recommended a full replacement.My water heater was still under warranty and they said the replacement was covered, but that I had to front the $4000 for the water heater and also pay them $1750 for the work. I agreed (reluctantly) and the work was done. Since that time, they have not refunded my $4000 and they have not called me with any updates.I've called them multiple times and tried to speak with their manager but they never let me, and ************ that they have processed the warranty claim.It's been over 5 months and I'm still waiting for them to refund my money.

  Business Response

  Date: 03/27/2023

  Mr. and ************* - We cannot apologize enough for your experience and take full responsibility for our accounting error; a check request was submitted to our accounting office on 2/27/2023, but it's quite obviously that check request was never processed.  This is an unacceptable error on our end, and we assure you that we'll be looking into our processes and correct the flaw that allowed for this to happen.  We will be reaching out by tomorrow to schedule an employee to drop the check off at your home, or wherever you would like for us to meet you.  Again, we cannot apologize enough for this error and assure you that moving forward you'll be given the 5-star service you deserve.  

  Customer Answer

  Date: 03/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is generally satisfactory to me. However it shouldn't have needed to be reported to the BBB in order for them to resolve this issue.

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

• Initial Complaint

  Date:03/09/2023

  Type:Product 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 Monday 2/20/23 a tech came to diagnose furnace issue reported 2/18. Determined part needed replaced I paid $451 at time. A week later same issue occurred at a 2nd tech came 2/26 to diagnose and determined only 1 of 4 parts were diagnosed unfavorable and I was told all were weak. I agreed to replace my furnace and also WH and they agreed in writing to issue a refund for $450 for previous paid repairs. I have yet to receive a refund or be told when I can expect it. I have called 3 days in a row to find out status of refund and I am told admin will call back shortly. No one calls back. I now feel like they just wanted the sale not the customer ********************** I was expecting.

  Business Response

  Date: 03/10/2023

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

  I'm sorry to see that you're upset, but your refund for $451.00 was processed on 3/8/2023 at 9:57am; it can take 3-5 business days to reflect on your account depending on your financial institution.

  We apologize for any frustration we may have caused, and please feel free to let us know if there's further we can do to help.  

  Customer Answer

  Date: 03/10/2023

   
  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. Plese redact any  personal info on the attachment if you forward.

   

  I sent a message to BBB earlier today which said I accepted. It should be noted in 4 days of contacting Right Now, no one ever returned any of my calls. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/07/2023

  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.

  Purchased on 10/03/2022. Paid $13,500. When the product was originally installed I was told by ************** that it would NOT use my propane. It ended up using over $400 worth of propane! I took a before picture of my propane tank right before installation. In one month it had used over half of a brand-new full tank. I called to have them come check it and that is when service technician ******* came out and told me that they didnt set the thermostat right so it was telling it to use both the propane and the heat pump/electricity. He fixed it and left. I reached out to the business and told them they owned me for the half tank of propane that they used by their mistake and now they will not speak to me. I also had major flooding in my basement two times because the technicians that installed it did not put the pipe in the drain where it belonged. This company has been a nightmare to work with and act completely nice up front, but then when something happens they ignore you! All I have asked is that they refund me the money for all the propane that was used, and they cant even do that because of their mistake.

  Business Response

  Date: 03/07/2023

  ****************, Were sorry to see that youre upset.  As weve expressed multiple times, we simply need your propane invoice prior to the invoice youve already provided, and your next fill invoice so we can compare your usage and will then happily reimburse you for the increased usage. 
  
  Your BBB complaint states that when something happens they ignore you, but per our records, and our recorded phone calls, weve spoken to you on 11/30/2022, 12/01/2022, 12/13/2022, 12/15/2022, and again on 12/27/2022.  Each call was to request the same information: your propane invoice (fill date, amount of propane and cost) for prior to the invoice of concern and for the fill following the invoice of concern.  We also let you know that if you were unwilling to provide that easily obtained information, as a gesture of good faith, wed happily send you a check for $100.00.  That offer was repeatedly declined. 
  
  On 12/27/2022 after again requesting the necessary information and being told that you would not provide it, we again offered a $100.00 payment and you became verbally abusive to our customer ********************** representative, using extremely foul language before hanging up on her. Thats the last time weve heard from you until this complaint.
  
  ****************, we truly do not know what else to do to help; youre unwilling to provide the necessary documentation to reimburse you for any overages, but youve also refused our good faith payment offer.  Again, if you would like to provide us the requested information, we can certainly provide you an accurate payment, if you would not like to provide that information well happily send a check for $100.00 as a gesture of good faith. 
  
  You can contact our Customer Success Manager, ***** at ******************************************* with the requested information, or if you would like to move ahead with the onetime $100.00 payment.  We look forward to hearing from you. 

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19550767
  
  I am rejecting this response because:

  Call & Text log:
  Re: Right Now Heating & Air
  11-30-2022 Talk with ****** about the Propane 
  Wants me to send info.
  11-30 Sent pics of propane slips and the two meter pics.
  12-01-2022
  Received call from June??
  Talking like this is the 1st time?
  Asked for my address and if they had installed it?!
  Weird!!
  Explained the difference from propane and gas!
  12-01-2022 1:50PM Received text from June
  Wants me to send what I have about Propane.
  Said she would get it to her leadership??
  12-01-2022 Re-sent 
  
  12-06-2022 9:41AM
  Sent June a text asked who I need to speak with in her Leadership, about propane?
  Told her I want the heat pump removed!
  But still need to settle up on the propane!!
  
  12-06-2022 1:08PM
  Asked if I could at least get some kind of acknowledgment that someone had received my text??
  And when I might expect a response?!
   
  12-08-2022 10:58AM
  Sent text to June telling her I was really frustrated that no one was getting back with me!!
  Said I need this resolved ASAP!!
  To please have someone contact me?!
  
  12-09-2022 2:48PM
  Received a text from Jani a tech was coming to fix the on off problem. 
  Nothing said about the propane??
  12-09-2022 Think it might all be good now??
  
  12-12-2022 12:13PM
  Sent a text say I thought the heat pump was going to be ok now, but that I still need to settle on the propane usage!
  12-12-2022
  Got a text message from ****** asking me to call her??
  Talked to her wants some thing showing how much propane was used.
  
  12-13-2022 10:10AM
  Sent yellow slip from Propane Co.
  
  12-15-2022 12:52PM
  Sent text asking if ****** had received the info?
  12-15-2022
  Got text back from ****** saying she will send it to the right person?
  12-15-2022 3:12PM
  Received text from Sherry 
  Asked if I could send last months bill & the month before???
  ****** had never explained the difference of propane and gas????
  12-15 sent text back saying this is everything I have!!! I have sent!!!
  
  12-16-2022 11:43AM 
  Sent text  (?)
  No one saying anything!!?
  
  12-21-2022 12:55PM
  Sent text saying it would be nice if someone would respond!
  
  12-27-2022
  Called CS really upset no one is getting back to me!
  
  12-27-2022
  Received call from ******
  Said the only thing they would do is give me $100.
  Got mad said after all I had been through and paid out!
  There was no way in h*** I was going to accept $100
  It had cost me over $400 to refill the propane and my electricity had more than doubled.
  So if they wasnt willing to work with me, I was going to report their a** to the BBB and say something on some social media sites.

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

  Customer Answer

  Date: 03/21/2023

  There is not a prior invoice. I sent the first invoice I ever received from when I moved in 1st.
  The second invoice was just to fill it back up.
  The 3rd invoice was in August just to get ready for winter coming.
  I had the furnace installed in October, I hadnt used me furnace from August to October.
  Took the picture of gage to see if what I was told was true.
  On November picture of ******* had used a half a tank of propane in 1mo.
  So I knew something was wrong!
  When the service manager came to see what was wrong.
  He told me that the guys that had installed didnt set the thermostat right!

   

   

  Business Response

  Date: 03/27/2023

  ****************** Thank you for the information.  Unfortunately we will still need the fill information from your next fill up to see how much propane your system will normally go through.  We are happy to provide you reimbursement, ******************, but we simply need that additional information to do so. 
  
  In the interest of customer ********************** and as a gesture of good faith, we will offer to send you $200.00 instead of the $100.00 we initially offered as a compromise to the requested information not being submitted. 
  
  If you do not want to move forward with the $200.00 payment,we will definitely require your next propane bill be submitted so we can do an accurate usage assessment.

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19550767
  
  I am rejecting this response because: Please see attached fill from two days ago March 29th. Let me know if anything else is needed. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/10/2023

  ****************** - The invoice you've attached is the same invoice previous submitted from 12/2/2022, therefore we still have inadequate information and are unable to provide any additional offer.

  Thank you

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19550767
  
  I am rejecting this response because: This invoice is clearly from March 29th 2023! This is a brand new invoice I just received from this last fill up. Please re check the invoice. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 04/21/2023

  Please let me know if the attachment came through this time. 

  Customer Answer

  Date: 04/28/2023

  Please see attached 3-29-23 Invoice.
  
  Please let me know if you have anymore questions.
  
  ***********************;
  

  
  

  Business Response

  Date: 05/04/2023

  Thank you very much for the information; we will do the calculations of your usage and will reach back out by Monday with our findings.

   

   

  Customer Answer

  Date: 05/16/2023

  I was waiting on a response from the business after they said they would check the last invoice that was sent. 
  I am still waiting on a response. 
  Can you please reopen the case for the business to respond. 
  
  Sincerely,
  
  ***********************;
  

  
  

  Business Response

  Date: 05/19/2023

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

  Customer Answer

  Date: 05/23/2023

   
  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:02/21/2023

  Type:Order 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.

  My husband and I purchased a water heater and furnace from this company on 2/2/23. During the process, they did a credit check and submitted an application to 2 separate banks for financing. A week later, both my husband and I received separate letters from one of the banks explaining why are application was denied. My husband's letter stated that the credit bureau reported that the applicant is deceased. We called the bank to find out what happened and they confirmed that the social security number on my husband's application was not my husband's social. I have called Right Now Heating and Cooling several times to get this taken care of and have them send something in writing that this was done in error and not for an act of fraud. They told me multiple times that there is nothing they can do and there is no letter or anything in writing they can send me as well as letting me know that they can't get the bank to do the same.

  Business Response

  Date: 02/22/2023

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

  We're so sorry to hear about the issue your experienced.  It looks like our admin manager has been in touch, supplied you with the requested letter, and is sending a gift card as an apology for your frustrations.

  If you do require any further assistance, please feel free to contact our customer success manager, *****, at ************ or *******************************************.

  Again, our sincerest apologies for our error; we assure you that moving forward we'll provide nothing less than our customary 5-star service.

  Customer Answer

  Date: 02/22/2023

   
  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:02/19/2023

  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 sold us a unit in 2017. The unit is a 4 ton and we know now that it can only handle a 3 ton unit. Instead of just replacing it with the proper sized unit they tried various repairs until late 2019. Disgusted with the problems, due to 3 mild ******* we had, and refusing to give Right Now another dime from our pockets the unit was annually serviced by Express Heating and Air. Express found the exact problems with the unit. We contacted the manager of Right Now to fix this unit once and for all. She said no service from them annually meant no help even though we used Express for the yearly maintenance. After explaining the manager okd waiving the house call but all other charges stood. No way! We called Express Heating and Air and 2 of their techs spent 6 hours to reroute the airflow to stop the unit from running ****, short cycling and failure to run correctly when a clean filter is installed. The unit works ok with no filter but we can only use 1 specific filter. The unit cost approx ****** and now we added ***** of additional repairs to Express. This unit is now at approx ****** and with the 2 repairs suggested (new ducting that will handle that sized unit or replacement of the entire unit) the cost could reach 38k I am disabled and on a fixed income so an additional 30k outside of what weve paid is unfathomable. During the sale we were told that the cost of the unit would be offset on our lower power bill. Quite the opposite. Because it cant run efficiently, our power bill has almost doubled monthly. We simply want Right now to stand behind their hvac units and good and fair business practices. This would mean either a smaller unit or larger ducting. If we go to court which is planned if not taken care of by them we will be seeking monetary compensation. We greatly appreciate the newest work that Express just did but the main problems still continue and will require replacement or larger ducting. Shoddy and deceptive business practices.

  Business Response

  Date: 02/20/2023

  We had the pleasure of installing a new furnace,air conditioner, and coil for **************** on 11/29/2017 for $10,871.00.
  
  After the installation, it was discovered that Ms.******* preexisting ductwork required some adjustments, and on 12/3/2019 we increased the size of their return air and their plenum.  This work was performed at absolutely no cost to ****************; in fact, Right Now has collected absolutely nothing from **************** since her initial installation in 2017. 
  
  12/2/2019 was the last time Right Now Heating and Air heard from **************** until she contacted our office on 1/31/2023; 3 years after our last interaction.  **************** informed us that her furnace had stopped working and was adamant that Right Now, who has not been to her home in 3 years, should not only waive our standard service fee, but also waive any repair costs.
  
  It was explained to **************** that though we had issues at her home after the installation of her system, it is simply incorrect to blame her installation when her system has been working well for the past 3 years.  
  
  We frankly feel that Ms. ******* frustrations are misplaced and should instead be focused on a company who has suggested a system thats operated without issue for 3 years should be replaced, or that it requires an exorbitant number of repairs. 
  
  As a gesture of good faith, Right Now is willing to visit Ms. ******* home for no charge to assess her concerns and to ensure her system is operating to manufacturers specifications.
  
  If **************** would like to set an appointment,she can contact our Customer Success Manager, *****, at ************ or ********************************************

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19431063
  
  I am rejecting this response because:

  Nothing will change the bare facts that we were sold a unit too large for our ducting. Yes Right Now came out to remedy the ducting problem but it didnt work. We did not go 3 years without fixing. We chose another company because frankly we have completely lost confidence in Right Now. I was not the homeowner during installation and my boyfriend is only as knowledgeable as the info he is given by your staff. If we wouldnt have felt pressured to get a new unit we couldve done research. Because  this is not our wheelhouse we asked the questions we felt we were capable of making. Why would your trained expert technician sell a unit that the ducting couldnt handle?  We have had this unit repaired by the other guys for the last several years running only to be told that the only sure remedy is a smaller unit or larger ducting. Why are we complaining now?  We are done with the constant short cycling, back pressure problems and efficiency of this unit. Why would your professional technician tell us the monthly unit payment would offset my power bill because it is more efficient?  Not true!  My power bill is significantly higher since this unit went in. 

  We are rejecting your offer of a visit because your company cannot be trusted to look at the unit without purposely damaging the unit further. 
  

  You sold us a unit that our ducting couldnt handle, therefore, we are requesting that Right Now pay for the replacement of a new smaller unit or to pay for the cost of new ducting. We will not allow Right Now to repair anything. They should stand by their products and pay for these services to be done by the air conditioning company that we are comfortable with. That is Express Heating and Air. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/08/2023

  Type:Product 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 equipment I had installed by Right Now is wrong. I have a two ton outdoor unit with a 3 1/2 ton indoor coil and blower. The furnace has had issues since the install without any resolution. I would like to have properly sized equipment installed into my 784 square foot house.

  Business Response

  Date: 02/14/2023

  ****************, 

  Thank you for contacting us with your concerns.  There is no indication that your equipment isn't sized properly, but in the interest of customer ********************** and as a gesture of good faith, we'll happily send a field manager to your home to assess.

   

  Our office will be in touch shortly to have that appointment scheduled.

   

   

  Thank you,

  The Right Now Team

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19369833
  
  I am rejecting this response because:

   

  From ********************* complaint ID # ********    In response to the assessment by the business in which I filed my complaint against   I FULLY AND COMPLEATLY DISAGREE!   After being told that this furnace & evaporator coil was the wrong size for my house by a heating & cooling company that came to see if They could correct the problem's I was having with this system.  And after hearing that this 350-ton ****** BTU furnace & evaporator coil could never work correctly in my 784 sq. foot house.  I contacted Four (4) different and independent Heating & Cooling companies asking if this size furnace and cooling system would be correct for my house.  All four companies answered the same saying that that size of system would be way, way too big for this small of a house.  I then had one of those 4 companies come in to physically and visually confirm the size of the system which was found to be the same size as the first company said it was.  So having two companies now saying the same size for my system.  And having five companies in total saying that this system is just too big for my small house. I filed my complaint with the B.B.B.   And after almost two (2) years and serval attempts to have Right Now Heating, Cooling & Plumbing, LLC, correct the problems I am having with this system that I bought from them and was installed on 3/13/21 and in which They either could not or would not fix after trying serval times in more than 1.1/2 years.  I now fill this would be my next best course of action.  I myself believe the five companies that say the system is too big for my house. Over the one company that sold this system to me and does not want to do anything to correct the problem by admitting this system is the wrong size for my house.  (JUST MY OPINION!)   Iam not a furnace guy and can only relay what I have been told and what I believe.  I can provide the names of the companies I contacted and the written statements from the two that confirmed the systems size. If needed.   

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

  Customer Answer

  Date: 02/27/2023

   From ********************* Complaint ID # ******** - I would like to make a correction to the resonance Email I sent on 2/23/2023 stating that the business assessment is unacceptable. And all of the reasons why I fill the equipment is sized incorrectly.  The correction I would like to make has to do with the systems size I put in. Witch should state 3.5 or 3 1/2-ton 60k BTU. Not 350 ton.      Thank you for your understanding. 

  Business Response

  Date: 03/02/2023

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

  You'll be happy to know that your system is operating perfectly and to manufacturers specifications.  No further action is required or warranted.

  We thank you kindly for your patronage and are certain you'll be enjoying ***************** for years to come.

   

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19369833
  
  I am rejecting this response because:You may be unhappy to know that my heating & cooling system is NOT operating perfectly Not correctly, consistently, efficiently, or comfortably. This is why after several attempts to have Right Now Heating & Cooling try and correct the problems with this system.  which you either could not or would not do.  I called a different company to see if they could fix it. That is when I learned that a 3,5 ton. 60k btu furnace will never work correctly in a small house like mine.   After hearing this I contacted four other heating & cooling companies which all confirmed that same fact.   So further action is warranted and necessary in order to make things right.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/22/2023

  ****************,
  
  Our inspections have repeatedly shown no issues with the system, the installation, or its performance; nor did the city inspector who verified its correct installation on 3/18/2021.
  
  We've previously requested the written diagnoses from the companies you've had inspect your installation, as we would of course happily review the opinions of our fellow HVAC professionals.  Until that information is received, we're afraid that we must maintain our current opinion that your system is running to the manufacturers specifications and that no further action is required. 
  
  Please feel free to email those reports to ******************************************** or post here on the BBB's page; we look forward to reviewing the information.
  

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19369833
  
  I am rejecting this response because:

   

           I have not received any previous request for the written diagnoses from the companies that have stated that the problem is improper system size.  I would be happy to provide that information to you.  However, just like your company other heating & cooling company's statements are in paper form.  And with not having the equipment or ability to transfer paper to digital or email form I will need time to have this done

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

  Customer Answer

  Date: 04/17/2023

  The BBB requested copies of the written diagnoses by the companies that inspected my heating & cooling system.   Attached is one of the written diagnoses from one of the companies that inspected my system.   Due to the fact that I don't know how to send both in the same email the other written diagnoses will be in a separate email.

  Business Response

  Date: 04/19/2023

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

       We're sorry to see that the companies you contacted seem to not understand matching equipment.  The Air Conditioning, Heating, &*********************** (the ***** is the authority on HVAC equipment; your coil is AHRI matched with your 2 ton, 15 see air conditioner.  Sizing and equipment matching relies on much more than simply tonnage, and that is the reason why your equipment is matched/sized/installed/and performing perfectly.

       If you ************** isn't conditioning as well as you'd like,we advise that you patch the very large hole that's directly above your furnace; the hole that goes directly into your unconditioned attic, which was 190 degrees when we were at your home last summer.  Instead of operating on room temperature air, your system is pulling air from the unconditioned attic, which means it's operating on extremely hot air in the summer and very cold in the winter; this obviously will make your home more difficult to condition. 

       ****************, we've gone over the facts about your install more times than we can count, we've shown you the numbers, the specs, and the facts,but it seems like it's all been an exercise in futility.  Your equipment is sized correctly and is operating beautifully.  If you feel the home isn't as conditioned as you would like, again, we recommend addressing the roughly 2'x2' hole that's allowing unconditioned attic air into your home.

       Thank you for your time, ****************;we wish you the best.

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19369833
  
  I am rejecting this response because
  
   You say there is a 2'x2' hole that goes directly into my attic above the furnace that is causing the problem.   I don't know what 2'x2' hole you are talking about.  If such a hole existed, I think I would know about it.  Do you realize how big a 2'x2' hole is?         Also no one from your company did any air temp measurement of my attic last summer.  The only time anyone from your company was in or even close to my attic was on the day this system was installed 3/13/2021.  And if they saw a large hole above the furnace in my ceiling, they didn't say anything about it to me.   And no one else from your company has ever said anything about it either.  Until now just a little more than 2 years after installation.   But I guess that's just the kind of company you are!   The kind of company that can say that all the other companies I contacted are wrong and don't know what they are doing when it comes to matching and sizing this kind of equipment.   It's obvious you're just making stuff up and trying to use excuses, so you won't have to do whatever it would take to correct this problem.   But no matter what excuse you try and come up with this system is NOT going to work correctly until the real problem is addressed. (Mismatched and oversized).   And after paying $13749.00 for this system, I feel I shouldn't have to be dealing with this ****.!!!!!   I truly wish you would just stand behind your mistake and not try to hide behind it.    TRULY
  

  
  

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

• Initial Complaint

  Date:02/07/2023

  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 Air installed a brand new furnace November 2021. Since this time, the furnace has stopped working 8 times. Every single time the company takes it's time getting out to us, gives us half-hearted apologies for yet another issue, or better yet blames us for the issue - saying it's the attic or the brand of air filter we are using, though we never had these issues with our previous furnace, that got replaced after being used for 11 years and finally needing replaced. Either the wrong furnace was installed, a faulty furnace was installed, or the techs have no clue what they are doing every single time they come to my house. My husband and I are beyond furious at the situation. We keep having to miss out on work to be home for these services, most of which we aren't even given a time they can stop by until 30 minutes prior so we have to miss an entire day of work. This is just unacceptable and the company has done absolutely nothing to try and rectify the situation.

  Business Response

  Date: 02/10/2023

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

   

  We're very sorry to see that you're upset and assure you that we'll continue to stand behind our installation and support all warranties.  A manager is scheduled to visit your home today and we'll of course follow all manufacturer recommendations to get your concerns addressed.

• Initial Complaint

  Date:01/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in a mobile home. My furnace died. A new furnace was installed December 16, by *************** (Right Now Heating ******************************************* LLC). At the end of installation the installer showed me an electrical box that needed to be moved and a place where some flashing (cover I think) would be installed. He said they would be back tomorrow (December 17). They did not return. December 18, my water pipes froze. The pipes finally thawed January 4. I had a broken water pipe. ******* *********************************************** fixed it. They showed me where the heat tape was unplugged, a hole was in the new duct work and where the insulation was getting wet because the flashing was not installed. ******* heating and plumbing came back the next day January 5 because there was another leak. It cost $512.30 and $349.35 to repair the two leaks. Meanwhile I had been leaving messages with ****** electric take someone out to move the electrical box and install the flashing January 4 and electrician came out and move the box. But The flashing is still not installed

  Business Response

  Date: 01/12/2023

  ******************** Were so sorry to hear about the issues you experienced with your pipes.  Due to our not personally inspecting the pipes, we cannot verify the cause of the failure,but in a gesture of good faith we will happily reimburse the $861.65 youre requesting.  A check will be mailed to the account on file. 
  
  We see a customer ********************** representative has been in touch to get your concerns with the incomplete flashing addressed as well.
  
  Again, our sincerest apologies for the issues you experienced, and we do hope moving forward were able to provide the 5-star service you deserve.
  
  Thank you very much for your time, and please dont hesitate to reach out to our Customer Success Manager, *****, at ****************************** if theres anything further we can do to assist. 

  Customer Answer

  Date: 01/15/2023

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

   

  thank you!

• Initial Complaint

  Date:12/18/2022

  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's Blackfoot location installed a new water heater in our home on November 4th, 2022. The inspector came in soon after to make sure the water heater was up to code. The water heater was not up to code, as the pressure release valve still needed to be directed outside of the house. The inspector contacted Right Now and told them the water heater had been red tagged for this reason. Right Now set up an appointment with us to fix the issue, and confirmed the morning of that a plumber was on their way. The plumber never showed up. This happened 4 different times. I had to call them each time in order to learn that there actually was no plumber coming and that some mistake had been made. Eventually they sent out a plumber who drilled a hole in my floor and set the pressure release valve to dump into my crawl space. I mentioned this was not up to code, and that there was already a previous drain leading outside the home that he could have connected to. The plumber said it should be fine and left.I have now spent the last month reaching out to Right Now to have this issue fixed. I have had no luck. I have spoken with an administrator named ******** on multiple occasions. Every time she agrees that our situation has not been handled well, and each time we speak she says she will speak with her supervisor and will call me back in 10 minutes. But she has never called me back. And when I try calling her back later in the day, she is always away from her desk. I have also reached out to their Customer Advocate, *****, multiple times and every time I am told they will leave a message marked "urgent" for her, and that she will call me back. She has yet to call me back. At this point we are running out of patience. We simply want our water heater brought up to code. With the previous drain already in place, the fix should be quick and simple. Right Now's customer ********************** is proving to be useless. Please help us in getting our new water heater brought up to code.

  Business Response

  Date: 12/19/2022

  We're so sorry to hear about the issues **************** has been experiencing; it's certainly not like us at all! We are scheduled to visit Mr. ******* home on Wed 12/21/22 to get any remaining work completed.