Complaints

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:01/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 27th Pearson Plumbing and Heating came to our house because our heat wouldnt turn on. After an hour and a half the young man said it was the thermostat and he had one in his van. He said the total bill was $360.00. I gave him $310,00 cash and wrote a $50.00 check. Today I got a bill stating I owed $310.00. I swear with my husband we gave him $310.00 in cash.

  

  Business Response

  Date: 02/17/2025

  A copy of the customer's receipt, which includes her signature accepting the charges and payments, is attached. It displays her $310 cash payment and her $50 check #****.  

  Transaction has been satisfied and no payment is due.

  Sincerely, 

  *** ****

  
  

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At the end of May our basement ceiling started POURING water out. We called Pearson Plumbing, Heating and Pest Control out to look at it on an emergency call. I explained the situation, they told me how much the emergency fee would be, the *** came out and told me he did not know what was wrong with it. That he would send somebody else out tomorrow. I wasnt super impressed with the service because Im paying extra to have somebody come out immediately for an emergency and he said he didnt know what was wrong with it.The next day I called and cancelled the person coming out and said I wasnt impressed with the services performed the night prior. The lady said okay no problem and cancelled the appointment, she did not indicate that I owed them ANYTHING.Fast forward a month and a half, someone calls me to tell me I still have a balance with them. I say what??? This is the first time Im hearing of this and it is a month and a half later? I tried to argue by telling them the exact situation, that no one has communicated with me since, that this is the first Im hearing of it, and the *** literally came out and said he had no idea what was wrong with it. The lady just said if Im not paying it shes sending me to collections.Both managers were extremely rude and unwilling to work with me. I even asked if because they couldnt waive the fee, if they would be willing to reduce it to a normal fee since the emergency *** said he did not know what was wrong with it. They said no because I was aware of the emergency fee and signed something. I stopped arguing and said fine, I will pay it but can I please get an extension. They agreed to the extension.I just called to get a copy of the bill/invoice they sent me virtually to submit to my insurance company in hopes that they would help me cover it. The woman emailed me the bill. THE BILL THAT I SIGNED THE ***** THAT THE MAN CAME TO MY HOUSE LITERALLY SAYS I OWE $0. But theyre still demanding I owe them $240+!

  

  Business Response

  Date: 08/20/2024

  We have received the agreed upon payment of $140 for invoice S505761.  We agreed on a $100 credit to bring the $240 balance down to $140.  Also, to contact our collections agency and have your balance removed from their records. 
   
  Regards,
   
  ****
   

• Initial Complaint

  Date:11/11/2023

  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.

  Got home last night, Friday, to my house being 60 degrees and the sound of water dripping from my water heater with water on pooling ariund it. I called Allens heating but they said they only handle furnaces and not water heaters so I called Pearson and had someone come out on an emergency to repair both. The guy came out and said that he could only check the furnace but he called another guy who said he was in Freeport but he would come out first thing in the morning to check the water heater. *************** determined that the control board was no longer working because water dripped on it however he did not have a board to replace it with and said that I would need to wait until Monday to order one. I asked him about replacing the furnace and he said he would send me a bid in the morning with pricing for that and put the notes in for the water heater guy letting him know that I already covered the $240 for the call. Around 10am I hadnt heard from anyone so I called Pearson and ****** told me he would have the ** person call me. I also asked about the control board and whether or not any of their techs had one so I could get my furnace repaired today. He said that they were probably all out of them since they get around 400 emergency calls a day. I wasnt happy with that and ended up hanging up on him. The ** person called but I didnt answer because I was at my sons bball game. He still came to my house and my sister let him in. He said that he believes the tank is leaking from the bottom and would need to be replaced. He then said it would be $240 for his trip. I explained what the older gentleman told me last night and that no one ever said there would be 2 charges or $240 and he said he would let his office know and let them handle it. called the office and got ****** again and asked him about it and he lied and said he told me there was going to be another $240 trip charge. I asked to have a supervisor review call and call me back because he is lying.

  

  Business Response

  Date: 12/08/2023

  Customer was not charged for the Plumber to come out as a courtesy to her even though we charge for each Division.  I hope she is happy with this resolution. 

  Customer Answer

  Date: 12/11/2023

   
  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:07/09/2023

  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 bought house 8 to 9 years ago and had to replace furnace and Air conditioning units . I had Pearson Plumbing do both for roughly 5 thousand dollars . First year of use was furnace which didnt heat or shut off ., Pearson was called a few times for fixes on furnace which didn't fix it so i called another contractor who came and fixed furnace by rewiring what Pearson did wrong . Then Air conditioner was not working correctly from first day installation. When air conditioner turned on it heats house for half hour then cools it . I've had Pearson Here many times to fix and it isnt after 8 years of trying . Either they fix it take it out and refund my 5 thousand or do the fix correctly . Hope bbb can help me .I'm tired of loser business's in Freeport which has many .

  

  Business Response

  Date: 08/22/2023

  We installed a furnace and air conditioning for ************ on November 2, 2016.  At the time of installation, Pearson provides a 1 year labor warranty.  In addition, an extended 10 year parts manufacturers warranty is registered on behalf of our customers.  Since installation, we have honored all warranties.  We have provided a list of visits to Mr. ***** home.  You will see that we visited several times at no charge and found the equipment to be operating without issues.  We heard nothing from ************ from 2017 to 2019; upon the 2019 visit our senior technician found nothing wrong with Mr. ***** equipment.  We find his claims to be unfortunate, but we will defend our reputation and track record in promptly responding to ************ and providing him with top-tier service.

   

  • On November 2, 2016 Pearsons installed a Ruud ****** BTU/95% furnace and a 1.5 ton/16 seer Air conditioner with an Econet  thermostat.
  • On January 16, 2017 ************ called us out for a smell he thought might be possible carbon monoxide issue Tech **** went out that same day, inspected the furnace unit and found there was no carbon monoxide leaks.  No charge -courtesy call. 
  • On May 12, 2017  Pearsons added 1lb of freon and did the courtesy spring start-up of a new air conditioner.  No charge -courtesy call.  
  • On May 17, 2017 Pearson was called out for air conditioner not cooling.  When tech **** arrived that same day he found a/c unit was cooling properly.  No charge -courtesy call. 
  • On June 3, 2017 Pearson was called out for air conditioner not cooling.  When tech **** arrived he stated: found that unit was cooling properly and explained to the customer how the a/c works and how it removes the humidity and that the variable speed fan ramps up and down.  Customer now knows how the system works and was very happy with the education.   No charge -courtesy call. 
  • On April 23, 2019 Pearson was called out for air conditioner not cooling.  When tech **** arrived that same day he found a/c unit was cooling properly.  Charged a trip charge of $88 
  • On May 15, 2023 Pearson was called out for air conditioner not cooling and while there ************ wanted an annual maintenance as part of the No Problem Club.  When tech ***** arrived that same day he found a/c unit was cooling properly and no repair was needed to the air conditioner.  No charge -courtesy call

   

   

   

  *************** Customer Service Manager Pearson Plumbing & Heating ********************************************************* Office:************|Fax:************

  CONFIDENTIALITY NOTICE:The information in this email is confidential, may be privileged, and is only for the use of the recipient named above. If you are not the intended recipient, you are hereby notified that distribution of this email is neither intended nor permissible. If you have received this email by mistake, please notify the sender immediately by telephone, email, or fax, and destroy all printed and electronic copies of this email.

  Customer Answer

  Date: 08/24/2023

   
  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,
  
  *********************