Complaints

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

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  Masters Heating & Cooling

  3512 Cavalier Dr. Fort Wayne, IN 46808-4401

  
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  Masters Heating & Cooling

  101 Fox Lake Road Angola, IN 46703-2162

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:03/24/2025

  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.

  My furnace and smart thermostat stopped working at the end of December 2024. I contacted Master's and they sent a technician to look at the furnace. He said that the control board needed replaced, and I was charged $99 for the diagnosis and nearly $800 for a new control board. The furnace and thermostat worked afterward, but it didn't work right. It would kick on and then try to kick on again almost immediately after, making it sound like it was kicking on twice. I didn't think much about it at the time because other than that, it was working fine, up until March 23, 2025. The smart thermostat shut completely off due to a lack of power, which comes directly from the furnace. I tried turning the breaker off and back on again, but it didn't fix the problem. Since it stopped working on the weekend, I called Master's first thing Monday morning on 3/24/2005. They said they would send a technician back out to (again) look at the furnace. They said if it was the control board again, that it would be covered because it was within a year, but I would be charged another $99 fee for the technician to visit and diagnose the problem. It hasn't even been 90 days! They said that since it had been more than 30 days, I would have to pay the fee again. This leaves a really bad taste in my mouth, and it is unethical and a bad business practice to charge me again for work that was not done properly the first time around. I will never do business with this company again, nor will I recommend them to any of my friends or family.

  

  Business Response

  Date: 03/24/2025

  Dear ****,
  

  I want to sincerely apologize for the experience you had with Masters Heating and Cooling. We always strive to provide the best service and ensure our customers are satisfied, and I regret that we did not meet your expectations this time.
  Id like to clarify that we only charge a fee if the problem is different from what we were originally called out for. Our goal is always to resolve the issue efficiently, and we certainly do not want to create any confusion or frustration. In this instance, there would be no charge to you for our technician to come out and inspect your unit. 
  Please know that we value your feedback, and well use it to continue improving our service. If you have any further questions or concerns, dont hesitate to reach out to us.
  

  Thank you for your understanding, and we hope to have the opportunity to better serve you in the future.
  

  Best regards,
  **** *****
  Masters Heating and Cooling

  
  

  Customer Answer

  Date: 03/24/2025

   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.

  
  

  Thank you.

• Initial Complaint

  Date:07/11/2024

  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.

  I had a new heating system installed at the end of 2021 and it hasnt been right from day one. First problem was one unit was broke so had to wait for new one. Then after upstairs unit was installed it went out in less than 2-3 months, found out it was installed wrong. They have been here every time Ive had to switch from heating to cooling to fix a unit or part. 3 weeks ago they said it was the board for my outside unit. I called Monday and the lady couldnt find my order. I called today 7/10/2024 and the lady said the parts manager hasnt seen my part but they will call me when they do to schedule appointment. The system is not right for my house and is not meant for primary heat but it is my primary. I just want this resolved so I dont have to keep paying service fees for a faulty unit every 3 months and also so that I dont have high heating bills through the winter. My house in the coldest part of winter downstairs is usually between ******. I have grandchildren here so I have to add additional heaters to get heat. That really racks my electrical bill

  Customer Answer

  Date: 07/11/2024

  Want them to repair or replace bad system 

  

  Business Response

  Date: 07/11/2024

  I spoke with ***** on 7/11 at 1:15pm. ***** has some concerns about her unit and ultimately if we will be able to do the right thing by her and make this issue right. I have offered my assistance to fully take care of these concerns at no cost to her. ***** will be installed with the new correct parts that will fix her unit properly. The cost of this will be covered by Masters Heating & Cooling. I also informed ***** that we will be refunding her service call in good faith. ***** was happy with the result, and we had a very good conversation. I have offered my cell phone number to her so she can reach me with any needs in the future. All concerns at this point have been resolved and I look forware to taking care of ***** in the future with any needs. 

• Initial Complaint

  Date:06/26/2023

  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 purchased a warranty my AC was covered for parts and LABOR I was told anything wrong call us 24/7 we'll come fix it free of charge. So Friday my AC stops working. I called them, they want to charge me a $250 diagnostic fee. To come see what's wrong with it. So I told them labor is covered IF THEY CAN DETERMINE WHATS WRONG WITH IT WITHOUT USING ANY LABOR ILL PAY THE **** OTHERWISE LABOR IS COVERED. They still think they can extort me for a diagnostic fee. IM NOT PAYING IT AND IF I DO IM GOING TO SMALL CLAIMS AND THEY CAN EXPLAIN TO THE JUDGE WHY THEY FEEL THEY CAN EXTORT CUSTOMERS TO FIGURE OUT WHY THEIR PRODUCT UNDER WARRANTY HAS STOPPED WORKING AND WHY THEY FEEL THEY CAN CHARGE ME TO FIGURE OUT WHY THEIR PRODUCT STOPPED WORKING. ITS UNDER WARRANTY I DONT CARE about why it stopped I don't care what is wrong. I only want it fixed and the cost to do that under THEIR TERMS INCLUDES LABOR. 3 DAYS IVE BEEN WITHOUT MY AC TODAY IS THE 4TH.

  

  Business Response

  Date: 06/26/2023

  Our company policy is no trip charge in the first year after installation of a new system.  After that and for every other customer it is a $99 trip charge during normal business hours, $159 after hours trip charge for ************ Maintenace Customers and $249 after hours trip charge for Non ************ customers.  This call came in at 11:00am Sunday 6/25/23 which is outside normal business hours, and this customer is not part of our ************ Maintenance Program so the $249 after hours trip charge is correct.  The equipment was installed 6/12/2020 with no preventive maintenance done on his equipment since installation. Customer has only called us out for service 1 time since installation and that was 11/5/21 and the customer paid the $79 trip charge with no issues.