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:07/10/2023

  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.

  Warranty not honor. Bought ************** conditioner July 2021 , Summers has been servicing units since day one. Recently told us they would not honor warranty 5/10 year warranty. Didnt fix as usual & as usual have sent us a bill for $99.00. I feel people should be ware of this company. I dont feel I owe them a dime as Ive paid this fee several times in the last 2 years.Thank you *************************

  

  Business Response

  Date: 07/12/2023

  July 10, 2023
  
  
  *************************
  Better Business Bureau
  
  Dear **************,
  
  Im very disappointed to hear we have failed to satisfy one of our clients. One hundred percent customer satisfaction is our number one goal. Our records indicate we installed an air handler and heat pump system for ******* and ************************* on 7/30/2021. The system came with a 10-year manufacturers parts warranty and a 10-year labor warranty. The customer must maintain an annual maintenance contract with us to keep the labor warranty active. The Heaths let their maintenance contract expire on 7/29/2022, voiding their labor warranty.
  We had a few wiring problems after installation that were all taken care of at no charge. There were two instances that the Heaths were charged a dispatch fee, once for $59 on 5/1/2022 and once on for $159 on 3/18/2023. On 5/1/2022 the Heaths had their hot water boiler lines still turned on, not allowing the **** system to cool their home, this was not a problem with the system we installed; therefore, they were charged a dispatch fee. On 3/18/2023 the Heaths did not have the thermostat set to the proper setting, again not a problem with the system we installed; therefore, again charged a dispatch fee.
  At this point with the labor warranty voided, the Heaths were certain there was something more going on with their system. On 5/9/2023 we sent out our service manager and an Amana field representative to look at the system free of charge. The Amana field representative had us add a blower relay to help run the fan for his boiler but beyond that the system was running as it should. We installed the blower relay and did not charge the Heaths.
  On 6/2/2023 the Heaths called in with the complaint of no cooling. We sent out a tech who discovered the outdoor coil was blocked off with dirt and debris. The outdoor unit had not had maintenance preformed on it since it was installed. A blocked coil causes excess strain, wear, and tear on the system. The tech cleaned the coil for the Heaths free of charge. While he was out, he discovered a leak in the outdoor coil for which he left an estimate for replacement, since their labor warranty has been voided the Heaths owe a $99 dispatch fee. They have yet to pay the dispatch fee.
  
  
  I would like to offer the following solution:
  If the Heaths feel that we did not provide a satisfactory service on 6/2/2023 when we cleaned their coil for free then we will waive the $99 dispatch fee from the visit on 6/2/2023.
  Again, our goal is one hundred percent customer satisfaction, and I would love the opportunity to discuss this with them. I can be contacted at ************** or by e-mail ************************************.
  
  Thanks,
  
  
  ******************************
  General Manager

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I noticed standing water in my crawlspace. I scheduled with Summers verses Reliable because Summers scheduled Monday verse Wednesday for Reliable. Summers showed up Tuesday afternoon. The plumber did not want to do the job due to the tight crawl, so he talked to his boss, and he decided to do the job. This took an hour just chatting with his boss. He found that the freezing temperatures popped off the cap on one of my lines. He would have to charge me a minimum fee of $652.52 cents to replace the cap which is insanely a huge OVERCHARGE. He said he would have to go to Columbus to get the part. He goes and gets an $8 Sharkbite cap and climbs under the house and puts it on. Ridiculous that you pay $600 dollars for a crawl that takes 20 minutes to put on a Sharkbite cap. The part that makes me angry is you use a Sharkbite in an emergency or temporarily until you can solder a copper cap on. Chlorine eats the rubber O-ring inside the Sharkbite and presto you have another leak. I want a soldered cap not a Sharkbite.

  

  Business Response

  Date: 01/11/2023

  January 11, 2023
  
  
  *************************
  Better Business Bureau
  
  Dear **************,
  
  Im very disappointed to hear that we have failed to satisfy one of our clients. One hundred percent customer satisfaction is our number one goal. Our records indicate we were called to the home of *************************, ************************************************ for a busted waterline that had flooded his crawlspace on 12-27-22. After our initial inspection it was determined that the waterline had frozen and busted a cap off an old, abandoned waterline. Our plumbing technician recommended we replace the cap; the estimate was presented to our client at which point he signed and accepted the work to be performed. We also accepted a competitors coupon for $50 off a paid repair.
  
  At this point, supply houses had closed so our plumbing technician had to go to a hardware store and the only cap they had that would do the job was a SharkBite. Our plumber completed the work and explained to the customer that he could return to put on a sweat cap the next day if he preferred. Our plumber said the client was happy at that time with the work, he collected payment and closed out the call.
  
  The next day the customer left us a 1 star ****** review stating that he was unhappy with our services and that we ripped him off and only made a temporary fix. To help satisfy our clients, a member of management always reaches out to our negative reviews. *****************, our Plumbing Manager, tried calling ******************** on 2 different occasions with no response.
  
  At this time, we still have not heard back from ******************** in order to address his concerns. To our knowledge the repair is still in working condition, the repair also holds a one year parts and labor warranty. We also offer a lifetime craftsmanship guarantee on any work performed by **************. At this time, we feel we have made multiple attempts to resolve his concerns without any follow-up from the customer.
  
  
  I would like to offer the following solution:
  
  We can return to the clients residence, remove the SharkBite cap, and make the repair with a sweat on a cap. This all would be done free of charge and will carry the same one year parts and labor warranty.
  If the client chooses not to have us replace the cap, we would be happy to refund his $99 service fee in an attempt to satisfy this customer.
  
  Please find the signed estimate and service ticket from our service visit attached for your review. Again, our goal is 100% customer satisfaction. I would love the opportunity to discuss this with him. I can be contacted at ************** or by e-mail ************************************.
  
  Thanks,
  
  
  ******************************
  General Manager