Complaints

This profile includes complaints for ABC Plumbing Sewer Heating Cooling Electric's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ABC Plumbing Sewer Heating Cooling Electric

  220 W Campus Dr Arlington Heights, IL 60004

• 

  ABC Plumbing Sewer Heating Cooling Electric

  220 W Campus Dr Arlington Heights, IL 60004-1485

• 

  ABC Plumbing Sewer Heating Cooling Electric

  220 W Campus Dr STE 200 Arlington Heights, IL 60004-1499

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:06/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4-19-24 ******* do A Tune up On the central air conditioner before this their was no problems with our air conditioner or are furnace. Tech ******************* #*** did work and reported all systems working fine,After he left only used heat due to Temperature was cold , on May ******* turned on Air Conditioner And did not work properly called out *** sent Tech. ***** #*** reported wiring wrong and changed wiring outside at the air conditioner and the cooling system worked.ON June 1 2024 temperature outside was cold and switched back to furnace which did not work called out *** again sent believe tech **** 694 spent4 hours rewiring things in the basement. One point he hooked up stuff the Central Air kicked on and shook the whole side of the house, He finally came to the conclusion that the controller was bad for the zones in the house. He then preceded to wire the furnace and central air to one thermostat. He left all the wiring out side of the boxes using wire nuts. I believe this is out of code for *****************.Next they sent their expert out ************, #*** Who tried to tell me that they did not cause any of the problem. I pointed out the siring left out side of the boxes and he agreed that was not good. But he did not have authority to repair the equipment and that a customer experience person would talk to me,So customer experience person ******* called me and said since the board was old they would fix their problems they caused for 1300 dollars I said that was not okay. She then called back and reported they would fix it for 1000 dollars. I said that was not okay the path is under $150. She said I was paying for their warranty and service,Last I had to clean up the mess **** left on the floor on the ties he cut off and little piece of wire. I have A special need Daughter who I am keeping out of the basement due to I am afraid she will grab the wiring.

  Business Response

  Date: 09/04/2024

  Dear **************,

   

  While we appreciate your position on this repair it is important for you to understand our position. Our technicians did determine that there was a wiring issue and that was repaired. Also, our technician included, in his observations, that the zoning board is very old. This is a part that we did not install.

   

  We genuinely care about our customers and their well-being. That is why we extended the discount of $300.00 towards the price of the board replacement as a goodwill gesture to help alleviate some of the financial burden and it was declined. If you have any further questions or require any additional information, please do not hesitate to contact us. Thank you.

   

   

  Kind Regards,

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

  Customer Experience Supervisor

  Office: **************  |  Direct: *************

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

• Initial Complaint

  Date:06/18/2024

  Type:Billing 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.

  6/10 /24 - had tech **** come out to my home to fix a busted pipe. I did not have knowledge of the going rate which I later learned from my adjuster that it should not have cost more than the service charge and the cost of parts which would have been no more than $250 TOPS. Here is what I was charged for this 30 min service that to note, was during NORMAL business hours. They quoted me $1,724.97 !!!Copied and pasted from invoice, this is what my service was: 14" FROSTPROOF ANTI-SIPHON GARDEN HOSE CONNECTION FAUCET REPLACEMENT,INCLUDES SEAL- *** UNIT AGAINST AIR INFILTRATION. 1/1 UAC SAV***S ******* SUBTOTAL ******* TOTAL PAID -******* I ended up paying $1,524.97 because I was told by the salesman technician that if I join the club for $16 and some change a month (CANCEL ANYTIME WITH NO OBLIGATION) , I would save $200. I even clarified with him that after I join, I could call later that same day and cancel and not be charged and he CONFIRMED with me that this was the case. Well WRONG, I just called and spoke with *************************** in the office who was extremely rude, condescending and talked over me. She informed me that IT DOES NOT MATTER WHAT THEIR TECHNICIAN TOLD ME, THAT I SIGNED THE CONTRACT AND IF I CANCELED BEFORE 6 MONTHS, I WOULD HAVE TO PAY THE MONEY BACK ($200).

  Business Response

  Date: 06/18/2024

  Dear ******************,

  Thank you for sharing your experience. It is important for our customers to understand that our flat rate pricing includes parts, labor, time on job and all warranties and guarantees. We do not itemize as all work is included and should there be a need for additional work, the cost will not change. We also provide all pricing up front prior to any work being done. This is to allow our customers to make an educated, well informed decision on their home maintenance. 

  We remain dedicated to customer satisfaction and providing 5 star service. Please accept our apologies for the experience with the customer service representative. While the information is correct it was not presented to you correctly. I would be happy to speak with you to discuss the Club and its benefits. Please call the office and request to speak with The Customer Experience Department  Thank you and have a wonderful day.

  Regards,

  Customer Experience. 
  
  

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21865980
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 06/18/2024

  Their solution is to have me call the office to discuss their Club benefits. The club I was sold on by incorrect information and facts. I do not want to be in the club, and I want my charge credited and guaranteed there will be no future charges made on my card/account  as they seem to have my credit card information. 

  Me calling their office to discuss is not necessary to fix this. All they have to do is correct the issue. This should not have had to be so difficult and time consuming. If  I could submit a bill to them for wasting my time, I would!

   

  Business Response

  Date: 06/27/2024

  Dear ******************,

  When provided with the details and benefits of the *********************** membership it is stated that the Club membership must remain active for 6 months to absorb the Club discounts. Based on your experience we will cancel your membership immediately and no additional charges will be debited from your account. 

  Should you choose to work with us in the future I would encourage you to reach out to me directly. Thank you and have a wonderful day. 

  Sincerely,

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

  Customer Experience

• Initial Complaint

  Date:05/29/2024

  Type:Billing 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 wife and I recently discovered water dripping into our finished basement from below the kitchen sink. We contacted *** who thankfully arrived very quickly and during evening hours. (roughly 8:30pm on a Friday, so far so good). *** sent two men over to check things out. They found a leak below the faucet and told us the only solution was to replace the faucet. Replacing the faucet took them less than 1 hour. The faucet they installed retails for $195.00. You can imagine my surprise when the bill came out to $1,330, they did not tell us how much it would be until the work was complete, nor did they provide any alternative options to our problem. Because of the emergency nature of the situation (and being a bit ****) we signed the papers and they were on their way. After the weekend I tried calling *** to get an itemized receipt to detail the charges and I was told that they do not provide itemized receipts. They also told me they charge by the job not the hour. Apparently replacing a faucet in less than an hour is an $1,100 job plus the cost of the faucet. I asked to speak to manager or a technician who could help me better understand the charges and I was denied. It really feels like their system is set up to prevent the costumer from gaining key information while also allowing them to charge absurd amounts for basic work. This is unjust and predatory. After reading more reviews it seems like it is common practice for *** to withhold key information and prevent customers from communicating with anyone in the company with real authority.

  Business Response

  Date: 05/29/2024

  Dear ********************,

  We appreciate your feedback and concerns regarding the recent service you received from **** We take customer satisfaction seriously and strive to provide transparent and comprehensive services to all our valued customers. We would like to address the issues raised in your complaint.

  ABC has always provided up front, flat rate pricing to all of our customers. This has a dual benefit for the customer. It lets the customer know how much the repairs will be up front, before any work is started. This price remains the same in the event the job requires more time, we will not charge the customer more money. Also, it allows the customer the opportunity to make an informed, educated decision on their home maintenance repairs. The customer will always have the chance to decline service if they so choose. 

  Regarding different options, it seems that due to the emergency situation, there were no other options available that would resolve the leaking issue. There has been a request for this information submitted to our office. Our ****************************** will reach out to you tomorrow to discuss this further. Providing 5-star customer service is our main priority. Thank you and have a wonderful evening. 

  Sincerely,

  The Customer Experience Team

   

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21776355
  
  I am rejecting this response because:Their pricing is not "up front" ; they are hiding bogus chargers behind a single lump sum price.  Just because they present the bill as one single charge does not mean they are using up front pricing.  As a consumer I think it is reasonable to have the charges explained to me.  Spending 45 minute to install a faucet that cost $195 online yet charging me $1300 does not seem reasonable.  The "up front pricing" did not benefit me or help me make an informed decision as they claim it does.  They know that if they broke down the charges and I could see that they were charging me $1000 for labor that I would not have agreed to pay.  They also say that providing 5 star customer service is their main priority however, they are refusing to communicate with me directly and they are simply copying and pasting the same response from their customer service team (each response also promises they will reach out to me the next day yet nobody has despite repeated attempts on my part).  The same response they sent to you is the same response they posted on my ****** review.  It is word for word.  When the work was performed the workers explained to me that I needed to sign the form so they could begin working.  They did not explain that my signature was an agreement to pay $1300.  I have called them directly multiple times.  Each time they guaranteed me a manager would call me back to explain the charges and they have not reached out to me at all.  That in combination with the fact that a certified plumber came out to my house today to look at the job and informed me a "normal" charge would be roughly $150 + parts.  This means *** overcharged me by roughly $1000.  I need the BBB to stick up for me and other people who have been taken advantage of by this company.
  
  This is the faucet they installed
  ***********************************************************************************************************************************************************
  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/27/2024

  Dear ********************,

  It was a pleasure speaking with you and I am pleased to know that I was able to explain our services and company in a bit more detail. Regarding the experience the credit has been submitted and applied back to your original form of payment.

  Should you choose to work with us again I encourage you to reach out to me directly. Have a wonderful day. 

  Sincerely, 

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

  Customer Experience

• Initial Complaint

  Date:05/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We trusted *** plumbing to replace a failing pump in our finished basement. We paid a premium because of the stakes of what **uld happen if the basement were to flood, & trusted it to the professionals. We joined their customer program for additional assurance that any potential issues would be resolved. A week later, the pump failed & our basement flooded. After calling ***, we immediately called a water damage **mpany who got to work while we waited for *** to show up to address the situation. For the next few days, several *** employees were in our home. Plumbers, supervisors, etc. We all agreed it was a failure of either the pump or the installation, & ***'s customer service would process a claim for reimbursement for the remediation work, arrange payment for the restoration work, & *** would take care of it. It took a few days, but we were eventually passed along to ***'s insurance with instructions we were no longer allowed to be in **ntact with ***. It has been 4 months with zero progress on our claim. The insurance ** took 2 months to get in **ntact with the pump ** to arrange an inspection to determine liability. In the two months since no test has been scheduled. All the while, leaving us without use of 1/3 of our home. We have been in **ntact with the pump **, who is prompt with their responses & eager to do the test, but the insurance ** has done nothing. We reach out for updates & are met with snippy responses from the insurance agent, usually without questions being answered. Still, *** refuses to have any **ntact with us. We paid over $2k to *** & are left with over $7k in damage to our home. The only reason the amount isn't higher is due to our quick action with getting the restoration ** there before *** arrived. This leaves us with only one **nclusion: *** expects us to shell out $10k, while they take no responsibility or action & hope we'll just go away. This should have been resolved months ago, yet 4 months later, *** **ntinues to fail us.

  Business Response

  Date: 05/27/2024

  Dear **************,

  Thank you for providing your feedback. Please reach out to our ****************************** directly. Based on the information provided I am unable to locate you in our system but would like to discuss this in more detail.

  We strive to provide 5-star service to all of our customers and will always coordinate with our customers to come to the best resolution. We look forward to hearing form you.

  Regarding insurance claims, and/or issues, we can assist and provide the information that you are requesting. We look forward to hearing from you.

  Sincerely,

  The Customer Experience Team

  Customer Answer

  Date: 05/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. After I submitted my claim, the companys insurance agent reached out that day to settle the claim and reimburse us for the damage caused to our home. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im a 73 year old on a fixed income on January 22nd I called *** a tech was sent out . I was told that it was electrical so he would send someone else. January 23rd the new tech told me my furnace needed a motherboard so he went and got the board installed it and it worked for about 30 days the cost of the board was $1100.00 I called back they sent another tech now Im being charged each time. The last technician wrote a report stating my furnace was no good the motherboard was installed wrong because the previous tech had connected the air conditioning and they both were running at the same time. I have his report with pictures what I uploaded may have been repeats Im not sure just how to up load and I couldnt check the reports if the final bill is missing please let me know. I reached out to *** and the want to give me a $300 refund I told them that was unacceptable. They havent called back yet. I dont have money to give away I mention to them that their slogan is 100% satisfaction guaranteed. Im hoping to get my money back.

  Business Response

  Date: 05/14/2024

  Dear ******************,

   Thank you for bringing this matter to our attention, and please accept our sincerest apologies for the inconvenience you've experienced with your furnace repair. We truly understand the importance of a functioning heating system, especially during these colder months.

  Our technician arrived on site on January 22, 2024 and he performed a thorough evaluation of your system. At that time he provided the options to repair or replace your older system. You declined the option for replacement and chose to go with the repair. He replaced the mother board.

  You reached out to us on March 1st 2024 to request a refund and you spoke with our ******************************* The Specialist provided a refund for a portion of the charge and you declined. 

  If you would like to discuss this further please reach out to our ****************************** directly. Thank you and have a wonderful day. 

  Regards,

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

• Initial Complaint

  Date:04/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On dec15 2023 they charged my elderly wife 15000$ for heat and cooling system they took advantage of her they had buy one and get one free. They didnt give her that and the inspections failed until now as of apr 27 ************************************************************************************************ old people (old disabled woman veteran) I am disappointed I have me and my wife served to defend people like that to become rich in stealing the few dollars we earn. God bless America but dam *********** in ********

  Business Response

  Date: 04/29/2024

  Dear ****,

  Thank you for sharing your recent experience. It is important to know that all pricing is provided to the customer up front before any work is done. This is for every customer to make a well informed, educated decision on their home maintenance needs. Our pricing is the same for every customer. 

  I have reached out to you both via phone and via email. Please give me a call or send an email and I will coordinate with you and I will make this right. Thank you and have a wonderful day.

  Sincerely,

  The Customer Experience Team.

• Initial Complaint

  Date:04/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After AC/Furnance install in April ************************* final inspection was required - this happen 3/27/24 by the **************. After inspection and violation found that needed to be resolved I have reached out to *** to determine the next steps and they have not responded to my emails sent on: 4/2, 4/8 and 4/9. I need this issue addressed before the permit expires.

  Business Response

  Date: 04/12/2024

  Dear ****************,

  Thank you for speaking with me today. Please accept my sincere apology for this not being addressed immediately. It is never our intention to overlook any aspect of service. I am glad that we were able to speak and discuss how we will move forward and resolve this inspection concern. We are scheduled to return to make the corrections and I personally will stay in touch with you until your final inspection receives a passing grade. Please call me directly should you require any assistance. Have a wonderful weekend.

  Sincerely,

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

  Customer Experience Supervisor

  Customer Answer

  Date: 04/18/2024

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

  ABC cam e out and completed the work on the issues the inspector found, waiting on cal lback to schedule the inspector.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/05/2024

  Type:Billing 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 address: *******************************************************. Call # ******. *** installed a furnace for my mother this is financial abuse over charged her a total of $15,979 for a $8000 job. And had her finance it. She has fund in the bank to cover this, this should have never been financed. My mom has dimentia 2 and was taken advantage of by **** The bill is due 4.11.24. Do we pay min *** at time? We have a 2nd estimate and was told $8000 for furnace/air. Looking to have reduced to $8000. I also called *** and asked for owners name ******* hung up on me, I expressed I wanted to resolve this matter and have **** reduced, I called back and was told I would be contacted. No one has contacted me.

  Business Response

  Date: 04/09/2024

  Dear **********************,

  We appreciate the feedback regarding recent service at your mother's home. It is important for you to know that our technicians provide all pricing up front before any work is done. This is so the customer is able to make an educated and informed decision about their home maintenance repairs. The customer, at that time, has the ability to decline the services. Our pricing is flat rate and that includes industry leading warranties and guarantees. 

   We do not make judgements about our customers' mental capacity to make decisions, nor do we presume that someone is in a particular mental state. If there are concerns about a customer's decision-making capacity, it is the responsibility of the family or their authorized representative to address those matters.

   With all due respect, and the estimate you received, *** does not work with other companies. We respect their right to provide their pricing. We stand behind our pricing 100%. Thank you and have a wonderful day.

  Regards,

  The Customer Experience Team

   

• Initial Complaint

  Date:03/15/2024

  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 January 18 I had 2 unrelated issues. 1. My water heater stopped working (no hot water)2. Pipe burst and I have a leak.I called *** plumbing. They came in and told me that the water heater needs to be replaced and they will send somebody to fix the leak next day. They said that they are not going to fix the leak unless Ill pay 50% deposit for both jobs, which was $*****. Total cost they quoted was $8,293.94. I paid $*****, but this amount sounded extremely high to me, so I did some research on this company and I was shocked about what I found out. The plumber came in and fixed the leak, but I told him that I am not going to replace the water heater with them because the price was too high. He said, no problem, call the office and cancel it. You have 3 days to do it. I called the office immediately and canceled the contract. Also, I called over 6 times in during these 3 days to request the proof of cancellation. I requested a confirmation email multiple times which was promised but it never came (apparently this is what they do very often based on the reviews I read). Thankfully, I wrote an email with a signed cancellation note within 24 hours of signing this contract (see p. 2).I called *** plumbing over 10 times asking to get a refund for the job they didnt do. They gave me a run around everytime. Eventually I had to depute this charge (minus the leak fee) with my credit card. However, I just found out that my credit card reverted the charges in *** plumbing favor, because *** plumbing told them that I didnt canceled the contact within 3 days window (once again the proof is on p. 2).To this day, *** plumbing didnt provide any refund to me for the job (water heater replacement) they didnt do. I talked to other plumbers and they said that the leak which *** plumbing did fix should be around $500-700 **** So I need a refund of ***** - 700 = $3,400. Customer name:*********************************

  Business Response

  Date: 03/25/2024

  Dear *********************************,

  We appreciate your feedback and concerns regarding your recent experience with *** Plumbing. We take customer satisfaction seriously and strive to provide transparent and comprehensive services to all of our valued customers.  

  In line your recent plumbing service. It has been established that a refund was provided by our Customer Experience Specialist, ********, when you spoke with her regarding this job. At that time you agreed that there was some work completed but other work that was not. The refund, for the work not done, was applied back to your form of payment in the amount of $1,773.00 on March,19th, 2024. 

  Should you have any other questions or concerns please feel free to reach out to the ******************************* Thank you and have a wonderful day.

  Regards,

  Customer Experience Team

• Initial Complaint

  Date:03/11/2024

  Type:Order 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.

  *** had replaced my AC about a year earlier and encouraged me to be in its membership club so I assumed it would treat me fairly. My furnace went out and *** sent an inspector who stated that it had to be replaced. He told me if I signed an agreement that day, which was a cold Friday, January 19, 2024, that included only the lump sum amount of $8,702, it could be installed on Sunday. See Complaint Exhibit A. I felt I had no choice and did so. Two *** employees installed the furnace on Sunday, January 21, 2024 arriving at approximately 8:30 am and were gone by noon.When I discussed the cost with others I got help and realized that I was grossly overcharged. See Complaint Exhibit C page 2. I did more research and found that *** violated the Section 15 of the ******** Home Repair and Remodeling Act, by not stating the total cost, including parts and materials, listed with reasonable particularity. I called to get a list of the costs with particularity. Mr. ********** responded via email on January 22 with an approximate price breakdown stating that "*** does not give employees the information of the price breakdown. *** only give us a final number that you saw on that pricing sheet." See Complaint Exhibit B.I then wrote a letter asking for a price breakdown and showing how the cost *** charged was at least twice the reasonable cost. I also pointed out that *** violated the Act a second time, this time under Section 20, by not providing me a copy of the "Home Repair: Know Your Consumer Rights" pamphlet prior to the execution of the contract for the work.***'s **************** responded to my letter via email dated March 5, 2024 by providing me an invoice with the same lump sum $8,702 figure and not details. See Complaint Exhibit D. I spoke to her on the phone and she told me that *** is a small family business that does not have to follow the ******** Home Repair and Remodeling Act and that since I signed ***'s agreement *** would do nothing.

  Business Response

  Date: 03/15/2024

  Dear **************,

  We appreciate your feedback and concerns regarding recent service that you received from *** HVAC. We take customer satisfaction seriously and strive to provide transparent and comprehensive services to all our valued customers. We would like to address the issues raised in your complaint.

  *** has been in business over 70 years and we stand by our flat rate pricing. This pricing is all inclusive of our service, warranties and guarantees. This was established during our phone conversation.  

  I apologize for the misunderstanding. I did inform you that it is not illegal for a company to provide flat rate pricing. I did not say that *** does not have to follow any ******** acts or laws. That is not correct. *** has always and will always follow all laws, rules and regulations that pertain to our company.
  
  Should you have any other questions or concerns, please feel free to reach out to me directly. Thank you. 

  Sincerely, 

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

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21411426
  
  I am rejecting this response because: the flat rate *** charged me grossly exceeds the value of goods and services *** provided, ***'s lump sum figure violates Section 15 of the ******** Home Repair and Remodeling Act, and its failure to provide me the "Home Repair: Know Your Consumer Rights" brochure violated Section 20 of the ******** Home Repair and Remodeling ********** ***'s self-serving statement that customer services is important is contrary to its treatment of me where *** took advantage of me during a desperate time when I needed heat event though I was a member of its *********************** where *** was to treat me fairly.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/18/2024

  Dear **************,

  We appreciate your feedback and it is always our main priority to provide clear and concise information to our valued customers. When we spoke it was established that *** provides flat rate pricing. Our consultants do not set the pricing. With flat rate pricing the customer has the opportunity to make an informed and educated decision on their home maintenance before committing to service. It is unfortunate that the value included with our pricing is not being recognized.

  Once again, we apologize for any inconvenience you have experienced and thank you for bringing this matter to our attention. If you have any further questions or require additional assistance, please do not hesitate to contact us directly.

  Sincerely,

  Customer Experience

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21411426
  
  I am rejecting this response because: it is self-serving and does not address the issues.  It appears that the BBB can't help any further,  Hopefully the ******** ************************* will have more success.
  
  Sincerely,
  
  *********************