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Business Profile

Heating and Air Conditioning

Wallpe Heating & Cooling, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:04/25/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Purchased a replacement furnace and had it installed. The unit is smaller than the one removed and does not heat or cool the home as the old unit performed. I was not told a smaller unit was being supplied I was only given pricing. They never came out before purchase to verify the smaller unit would work - I want the right size unit or my money back

    Business Response

    Date: 06/04/2025

    The customer was quoted a 5 series ******* geothermal unit and a 3-ton 3 series geothermal unit.  His loop is only good for a 3.5 ton of cooling.  The 3 series unit does not come in 1/2-ton sizes so we could not install a 4-ton 3 series unit due to inadequate loop size.  The 5 series geothermal unit is a more expensive unit, and he wanted to go with the 3 series unit for cost reasons.  We explained all prices and sizes to the customer before installation.   Our company recommended the 5 series unit, but he did not want to do that and go with the 3 series geothermal to save money.  The customer has reached out to us on his concern of thinking the new unit if not performing as he thinks it should.  We have recommended solutions, but the customer does not accept any of the advice we have.

     

    Please let me know if you have any questions on this.

    Thank you,

    Wallpe Heating and Cooling

    Customer Answer

    Date: 06/04/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    [Provide details of why you are not satisfied with this resolution.]

    Regards,

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

    Customer Answer

    Date: 06/04/2025

    The message sent back by Wallpee is a complete fabrication.  I was not given a quote period. Ask them to send to you and me an email showing one was sent?  I was given two prices, and we discussed efficiencies not sizes or models.  It was explained to me that the payback period for the more efficient unit would be 25 years. I asked is there any reason I should go with the more expensive unit and was told "NO" ! These guys have said they offered ideas to remedy the situation.  Please tell me what they are ?!?  They changed the inlet piping on the furnace and made it less efficient and is starving the system.  They did admit to that mistake but told me to fix it I'd have to pay them.  Their lack of honesty is astounding and the integrity they are displaying is very disappointing.  They sold me a cheaper unit because of competition and failed to care if it would work or not.  

    Business Response

    Date: 07/07/2025

    Our company gave **** a verbal quote with all the details.  Everything was discussed in these conversations, from equipment sizes/models and prices.  Our salesman went over all of this with **** and answered all the questions he had for us before starting the job as well as after we were finished.  The owner spent over an hour on the phone explaining everything to him.  All details were provided before the start of the job.  There is nothing else we can do for this customer, it seems this customer can not be satisfied no matter what company does hvac work for him.   

    Customer Answer

    Date: 07/07/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    [Provide details of why you are not satisfied with this resolution.]

    No resolution was provided.  I would at least like the company to admit they did not do due diligence when selling me a unit to replace my existing unit! The unit is undersized compared to the old unit by a substantial amount for heating. The old unit was capable of over ****** btu's the new one ******. The engineer never came to my house prior to quoting a new unit and sold me a smaller unit.  The company messed up the return air piping, admitted they did but want me to pay for them to fix their mistake? I guess I should of expected that as it's the same way they are acting about selling the wrong furnace.  God will balance the scale. 

     

    Regards,

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


Wallpe Heating & Cooling, Inc. is BBB Accredited.

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