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:10/31/2022

  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.

  I bought a Heating and Cooling system through Right Now Heating, Air Conditioning, Plumbing for $20,000. They are a contractor for *************** The Salesman, ********************* discussed tax incentives as well as a payment from ***** Power of $800 for upgrading our current system. One of the reasons we bought from "Right Now" is because we were led to believe that ***** Power would give us a rebate of $800. After trying several times to get "Right Now" to send ** the information to file with ***** Power, and not receiving any, I contacted the manager of the program at ***** Power at telephone: **************. The Manager informed me that the rebate was indeed $800, but that the company "Right Now" was not registered for the program with ***** Power and should not even be discussing the rebate with us. It turns out that "Right Now" mislead my wife and I; they should have told us that the rebate was not available if we used their company for the installation, and since not registered, they shouldn't even have been discussing it with us. I called "Right Now" and presented the information from ***** Power to a manager about the situation. The manager said he would contact **** to see what he wanted to do and then get back to us. That was over a week ago. No response. The phone number for "Right Now" is **************. We are requesting a credit from "Right Now" of $800.

  Business Response

  Date: 11/03/2022

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

  Our entire staff are well aware that we do not participate in ***** Power's rebate program, so it's certainly not something we'd use as a selling point.  As a gesture of good faith though, Right Now Heating, Air, and Plumbing will provide you a onetime payment of $800 to resolve your concerns.  A check will be sent to the address on file.  We wish you the best.

  Customer Answer

  Date: 11/03/2022

   
  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:09/21/2022

  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.

  Owyhee heating and Air installed a new system two months ago. It was installed incorrectly and leaked on the floor, eventually causing flood damage before it was noticed. ***** Drainage was called out immediately to stop the leak and start the clean up process. They found the leak at the furnace that Owyhee installed. We then called Owyhee who sent out there inspector *****. ***** confirmed it was in fact there furnace that leaked due to a tilted water pan. He then made an adjustment that stopped the water from leaking on the laundry room floor. After several e mails and call to Owyhee asking them to take care of there issue, they then sent the General Manager and a assistant to inspect. They claimed it was not there furnace and then I got a e mail denying the claim. At this point we were just waiting for Owyhee to take lead and repair the damage. We were very surprised to there denial because we video taped the leak which I shared on a e mail to *****************************, customer success manager. I also hired a home inspector who again verified it came from the furnace. The water damage is seen directly behind the furnace and underneath the furnace on the sun flooring. We have pictures and videos of all areas Im mentioning. We then hired another AC company to remove the furnace so we could inspect the floor for damage, water and mold. After it was removed it was very apparent the damage came from the furnace. They also found the safety switch that detects to much water build up and shuts the furnace off wasnt even hooked up, so they went ahead and hooked it up. We have several professional inspections by a House Inspector, ***** Drainage and an additional heating and air company, also other eye witnesses that were working with these professionals.I have been very transparent with Owyhee but with all the pictures, videos, inspections and solid evidence they refuse to take any responsibility. please help resolve this issue.Thanks

  Business Response

  Date: 09/29/2022

  ******************,
  
  While we appreciate your initiative and transparency in resolving the damage to the residence, it would seem reasonable to communicate with our office to address the situation first instead of several other providers.
  
  Communicating with several different contactors and service providers to address the water on the floor and identify the possible source of the water, took unnecessary time and to a point only further aggravated and confused the situation.
  
  The unit was installed by Owyhee Heating and Air was inspected as required by the ************** and passed on June 29th,2022.  From the time of installation to your communication with us on August 25th, 2022, there was no indication of any water leak or water coming from the furnace.  During this time frame, the temperature would suggest that the ** was operating, and the furnace was draining properly.  For reasons unknow, water was found on the floor.  As this was also in the laundry room, any standing waster would likely have been noticed.  Additionally, the other water sources in the room could have for reasons unknow leaked water on the floor, which pooled around the furnace.
  
  The two field managers that were sent to investigate the source of the water found the entire area to have been remodeled.
  
  We are committed to working with our customers should a situation develop where our workmanship causes damage to a residence.  However, we cannot second guess the opinions of other professional competitors who responded and changed the situation.  As previously communicated,this is a situation where your insurance company should be involved.

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18057847
  
  I am rejecting this response because: I want to make this as simple as possible to understand the series of events that took place that doesn't match the response from Owyhee. The attached will show that Owyhee was called out directly after the leak was discovered from ***** Drainage coming from the furnace, ( I have video showing this very clearly). Please pay close attention to the dates on the e mails and service report, also you will note that the repairs were put on hold after the Owyhee service Tech confirmed it was the furnace. 

  Series of events:

  1. Called Owyhee same day ***** Drainage confirmed it was the furnace with a video. 

  2. Owyhee called out the same day 8-25-22, also confirmed it was the furnace, he actually made adjustments that stopped it from leaking, see attached. 

  3. I called the tech and discussed his report and he then referred me to the administration ***** I called several times, got the operator but no call from the administration. 

  4. I called the service tech several times to get some help in reaching someone, he finally told me he was told not to speak to me any further and there was nothing else he could help me with. 

  5. No further work was being performed during this time because I was under the impression Owyhee was taking over and handling the repairs, (so when the service manager came almost two weeks later t inspect again there was nothing accomplished but removing the mold and drying out the damaged area. The room was still needing repaired, I also have a video dated 8-15-22 which is after the second inspection was done showing no repair work was done yet, only the initial removal of mold and moisture as described earlier. 

  6. Because I was not getting any response from Owyhee on what they were gong to do, ***** Drainage reached out to the Service Manager to see if Owyhee would take charge of this job. He got no response but i got a e mail saying Owyhee was not taking responsibility and felt they were not at fault. The service manager that inspected last left not documents behind nor called me to explain what he decided. We waisted more time waiting again for Owyhee. 

  7. E mails were going back and forth between myself and the customer success manger, (I have all the names but as explained in the response not to use names). I sent her pictures and videos showing what seemed to be solid evidence, as mentioned I was very transparent. Owyhee made it clear they were not taking responsibility so we had to move forward and get the needed repairs done. Due to all the delays it was just finished last week. 

  I hope this brings some clarity, you find in the emails support my statement and show I tried to have Owyhee take charge of the job but that didn't happen. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/10/2022

  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.

  I had a hot water heater installed. Since it was installed it has never functioned properly. First the flame was sideways and flipping off the safety switch. The technician moved the insulation and had to open up the pilot area. It improved but was still randomly switching off. The owners multiple technicians have been here. It has never been fixed. They refuse to replace it. They have blamed federal regulations and requirements on the hot water heater. Blamed dust and hay. My father had a hot water in a basement with a woodshed and poor ventilation. He had his continually run for years. Plus everytime the pilot light flips it locks so I can't do that. Now the company is charging me ***** with no true time go get hot water. It can be a few days up to a week. No hot water isn't considered an emergency. I have fibromyalgia and it is. Plus everytime an appointment is set up their is phone call that there isn't sufficient techs so they have no clue when someone will show up. Or a phone call the night before changing the time. And they are still late. And through all this mess now I was given a quote for ******** off for a tankless hot water heater. So I am supposes to buy not one but 2 hot water heaters in a year timeframe. Today the person who arrived to talk about options said he was going to his truck. He left without telling me. Really. And I can go on. This is the worst company. The company hasn't resolved this issue and appears they wont. After the person left today. He did not call in to the office. I called in and they refused to let me speak to management and left a message. This has been done several times with no response recently. I have contacted several other individuals that I know and ask if their garage is dusty sawdust and other similar stuff. They responded yes and their hot water heater is working fine. So I do not know why dust hay federal regulations and other similar items are being blamed for this

  Business Response

  Date: 08/12/2022

  ****************,
  
  We had the pleasure of installing a new water heater in your home on 2/3/2021. 
  
  You mention the water heater your father owned and operated in a dusty basement for years with no issues.  We dont doubt that claim at all; the equipment of our parents generation was designed much more robustly, but they were terribly inefficient to operate.
  
  Due to government standards,most home appliances have strict regulations on what their efficiency standards must be.  These standards apply to your water heater, your HVAC system, etc.  Now, the increased efficiency does come with some drawbacks, mainly that equipment can no longer be installed in less-than-ideal conditions without receiving regular maintenance. 
  
  Your water heater requires ample airflow into the combustion chamber to allow your burner assembly to operate, and for it to provide maximum efficiency.  Also, the burner assembly must remain clean;if not, the flame will not be distributed evenly, and will eventually cease to operate. 
  
  Weve attempted to educate you on a water heaters operation, but our advisement has been disregarded.  We truly do not wish to disparage your home,nor do we mean any disrespect, but the only issue with your water heater is the environment in which its operating. 
  
  Your garage is home to roughly 13 caged rabbits, and as adorable as a rabbit is, their living space is not conducive to your water heaters operation.  Unfortunately, due to the rabbits and their hay, waste, and fur, the combustions chamber and burner assembly in your water heater becomes dirty to the point of being inoperably very quickly. 
  
  The attached photos show the condition of the water heater upon our arrival on 8/5/22.  Please note the condition of the burner assembly and the combustion chamber; it is undeniable why the water heater was not operating.  Youll also find a picture of the combustion chamber after the cleaning provided by our technician.  The last time wed been to your home to clean the unit was December of 2021; that buildup occurred in only 9 months.
  
  Despite our advisement the maintenance of your water heater continues to be ignored.  This is why our technician recommended perhaps changing over to a tankless water heater, as the environmental challenges of your garage would not be near as detrimental to its operation.  Unfortunately, when our comfort advisor visited your home to provide information on the tankless system, he was met with the same rage thats been displayed when you contact our office.  While he certainly should have informed you he was leaving, he was incredibly uncomfortable and shocked to be accosted in such a manner when he was there only to help. 
  Prior to the $49 service fee we collected on 8/5/22, we have waived all service and cleaning fees.  We had hoped youd see the value in our many attempts to resolve your concerns, but we have unfortunately been unable to pacify the anger youre directing at our company, and our representatives, for an issue that is a direct result of your failure to perform maintenance.   
  
  ****************, at this point,we feel that its in everyones best interest for us to part company.  We hope another service provider will be able to offer the caliber of service youre seeking.  We have refunded the $49 service fee to your credit card, and it should reflect on your account within 3-5 business days. 
  
  We wish you the absolute best.

• Initial Complaint

  Date:08/05/2022

  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.

  In September 2021, Right Now Heating and Cooling installed a ductless air conditioner in my home and arranged the financing through Ally Lending. Within a few months, the pump went out and caused extensive damage to personal property. The repair person placed a new pump outside the air conditioner so it would be easier to fix the next time the pump went out. In the process, he destroyed a filter that never needed replacing. He did not offer to replace it. Sure enough, it did quit again, thereby destroying more personal property. An HVAC investigator declared the unit had signs of excessive wear and tear and no freon. Right Now sent another repair person, but he refused to come in the house, and Right Now refused to send someone who would fix the problem. Why should I pay for a non-working air conditioner? But both Right Now and Ally are refusing to cancel the contract.

  Business Response

  Date: 08/08/2022

  We are going to respond to this complaint the same way we responded when ************** contacted our office demanding a refund, and when ************** contacted Ally (the lender she used to finance her install) attempting to have her loan cancelled
  
  We have unfortunately been in a difficult situation with ************** and the environment in which the equipment is operating for some time.  The main issue at the home is animal waste,and the overwhelming ammonia fumes throughout the home.  To be brutally honest, weve had two different technicians become physically ill while performing services at **************** home.  On June 10th, we sent ************** a letter letting her know that we unfortunately could not enter her home until the unsafe environment has been addressed.  Obviously, its not a comfortable conversation to have with someone and weve tried to be as delicate as possible to not insult her or her home, but we cannot force our technicians to enter an unsafe environment to the detriment of their health.  The letter made it very clear that once the environment has been addressed that wed happily resume service. 
  
  As weve explained to **************, ammonia in the air will rapidly deteriorate an HVAC system, and its no surprise that the minisplit has developed leaks.  Animal waste fumes are extremely corrosive and will cause refrigerant lines and coils to develop multiple pinhole leaks, leading to refrigerant loss, the system freezing, and potential failure.  While at this time, only the minisplit has developed those pinhole leaks, the ducted system that cools the majority of the home will likely suffer the same fate as the minisplit. 
  
  ************* has contacted us more times than we can count with various claims on why her minisplit isnt working: that we installed a broken used unit, that our technicians broke it, that it was installed incorrectly, that it was refurbished or old, etc.  Weve explained to ************** that it is easy to verify the age of the unit, as the manufacturer would not allow a previously installed/refurbished unit to be registered.  Unfortunately, not once has client been receptive to the actual issue: the environment in which its operating. 
  
  ************* contacted her insurance company and then reintroduced the idea that the system was used/old/refurbished by claiming the insurance inspector told her that there is no way this was a new unit.  This claim is categorically false and easily verified by the inspectors report, which clearly states the reason for the minisplit failure is wear and tear.  The report states that the components of the system itself are measured within an optimal range, meaning that the minisplit itself is still operational and is not the cause of the issues shes experiencing, and instead that refrigerant loss is the culprit,and has likely been caused by pinhole leaks. 
  
  We have spoken to and emailed ************** at great lengths about the system failure, and her continuous demands to have her loan cancelled, or to be reimbursed for the installation.  Weve explained to ************* that if her homeowners insurance finds Right Now even the slightest bit responsible for the system failure or of any subsequent water damage, that they would immediately contact us to pursue an acceptance of liability.  The fact that her insurance company has not contacted us is further proof that Right Now has no liability in the situation at **************** home.    
  
  Attached youll find the section of the insurance inspection report, which was provided by **************, that outlines the root of minisplit issues, the letter we sent to ************** on June 10th showing our wiliness to come back out to her home, and the minisplit registration to verify that the equipment was brand new when installed. 
  
  The issues at **************** home are a direct result of the corrosive environment in which she lives.  We truly have nothing but pity for **************, but unfortunately until she addresses the condition of her home, issues such as this will continue to arise.