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Business Profile

Heating and Air Conditioning

Peterman Brothers Heating, Cooling, Plumbing & Electrical

Headquarters

Complaints

This profile includes complaints for Peterman Brothers Heating, Cooling, Plumbing & Electrical's headquarters and its corporate-owned locations. To view all corporate locations, see

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Peterman Brothers Heating, Cooling, Plumbing & Electrical has 11 locations, listed below.

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    Customer Complaints Summary

    • 97 total complaints in the last 3 years.
    • 31 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/18/2025

      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.
      I requested to be removed from their membership Febuary 25th. They have yet to cancel it, and have charged me monthly since then. (APRIL/MAY/JUNE) I replied to emails, and am now on hold for over 15 minutes attempting to speak with a representative.

      Business Response

      Date: 06/18/2025

      The customer initially joined the Peterman Protection Club for their property at 4412 Spears Road on 2/19/25. The customer then submitted a cancellation request via email on 2/21/25 and that membership was cancelled on 2/24/25. The customer then contacted Peterman Brothers on 3/3/25 to have a service done at 1656 Summerhill Drive. Peterman Brothers was out to the home on 3/4/25 and the customer was signed up for the PPC membership for this property as well. The customer was able to benefit from the waived $85 service diagnostic fee and also a 15% discount on two repairs (totaling $150.44 in repair savings). 

       

      Peterman Brothers was notified that the customer was unaware of their membership at 1656 Summerhill Drive on 6/18/25. A Peterman Brothers customer experience team member is currently reviewing the matter and has been in communication with the customer to make them aware that we are looking into this for possible resolution. 


    • Initial Complaint

      Date:06/01/2025

      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.
      In December of 2020 we had a new furnace and a/c installed. We had routine maintenance for the next 2 years we missed a couple maintenance calls and when we called for them to come out to see why our a/c isn't working properly the tech stated that the line from the new unit to the line from the house was not braised (sauteed copper) correctly and the unit has been leaking freon causing the machine to work harder and cause the filter to get clogged and the freon to leak out. The quoted us $3,000 to fix what wasn't installed correctly. I spoke with the manager and he got aggressive when I stated the unit was not installed correctly. I told him I would like them to fix it under warranty and he stated it won't be covered by the 10 year warranty on the unit due to missed maintenance schedule. They have not tried to fix the unit they installed incorrectly we got a loan for the units and it was $11,000. They didn't even offer a compromise to fix their mess up. I would like them to fix what they incorrectly installed. I still have not heard from them on the repairs. it is incredibly unprofessional. All I want is the unit to be repaired.

      Business Response

      Date: 06/10/2025

      Peterman Brothers installed the customer's HVAC system in December 2020. This HVAC install included a 10-year parts and 1-year labor warranty. After installation, the customer had the following HVAC visits: 8/17/21 (cooling system maintenance check), 9/29/22 (service call- furnace wouldn't kick on), 2/7/23 (heating system maintenance check), 8/31/23 (cooling system maintenance check), and 8/8/24 (service call- no cool air). Prior to the call for no cooling, nearly 4 years after the installation, there had been no cooling related service calls and all cooling checks had reported back with normal findings and system was operational. During the 8/8/24 service call (job ******), the Peterman Brothers field professional diagnosed that the system was low on refrigerant, which had caused the evaporator coil to freeze over. The refrigerant system is a closed system, so the system being low on refrigerant indicated that there was likely a leak somewhere in the system. The field professional's invoice does not identify any installation errors. After diagnosing low refrigerant, the field professional built a variety of options to address this, which included a nitrogen leak search, a lineset repair and adding more refrigerant. 

       

      Because there was no prior indication of any cooling issues, and because the issue arose outside the 1-year labor and workmanship warranty, Peterman Brothers does not feel that it is responsible for the issue that the customer is experiencing. ********************************************* is happy to try and assist with locating and identify where the leak is coming from by performing a leak search, but this would be a chargeable project and further repairs and refrigerant would also be chargeable to the customer. 

    • Initial Complaint

      Date:05/27/2025

      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.
      I have ****** Evolution HVAC system that was 100% installed by Peterman Brothers. It is brand new and still under warranty.As-is, it's been down since March due to a leaking thermal expansion valve (Part #: EA36YP273). Peterman claimed it was a broken evaporator coil, but three other HVAC techs (from Action Air, ********, and Home Heroes) all claimed it was a leaking TX valve. Peterman charged me thousands of dollars to replace the coil, but when they did the tech confirmed the issue was the old TX Valve. I have contacted Peterman Brothers via every avenue (phone calls, texts, and email) and they have not been able give even an estimate on when they'll be able to buy this $140 valve and fix ***** HVAC has been down for three months. I have no emergency heat. I just want this brand-new under warranty system working. Please.

      Business Response

      Date: 06/06/2025

      The customer had initially contacted ********************************************* in March for a low pressure fault on the thermostat. When Peterman Brothers came out on 3/3/25 our field professional was unable to recreate the fault code that the customer had called about. The field professional did a full system check and was unable to recreate any of the problems that the customer had noted. 

       

      In April the code repeated itself and the customer contacted ********************************************* again. This time our field professional was able to diagnose a refrigerant leak that was present on the evaporator coil (see attached photo of refrigerant oil present on field professional's finger). The field professional created an option to proceed with an evaporator coil replacement under manufacturer parts warranty. The customer agreed and the repair job was built and part ordered. Because this was a manufacturer part there was a delay in receiving the new evaporator coil for warranty replacement. 

       

      On 5/24/25, Peterman Brothers returned to complete the evaporator coil replacement. After replacing the evaporator coil, the field professional found that the system was not holding pressure and further diagnosed a failed TXV valve. This TXV valve was replaced at no charge to the customer on 5/31/25 and the system was determined to be properly operating after the replacement of evaporator coil and TXV valve. Peterman Brothers customer experience team verified satisfaction with the customer on 6/2/25. ********************************************* feels that no further resolution is necessary. 

      Customer Answer

      Date: 06/06/2025

      Better Business Bureau:

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


      Regards,

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

    • Initial Complaint

      Date:05/27/2025

      Type:Billing 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 cancelled the membership on April 15th 2025. They still charged my credit card for membership on May 19th.I called several times to cancel membership, then several times to confirm membership was cancelled. They have my credit card information and continue to charge my card.I am seeking 2 months reimbursement and to erase my credit card information from their system.

      Business Response

      Date: 06/02/2025

      The customer stated that they requested cancellation of their PPC membership on 4/15/25, however, Peterman Brothers never received the required written request form via Cancellation Form submission via link, email or letter. The customer also proceeded with an ************ diagnostic visit on 4/24/25, which did receive membership benefits in the form of waived service diagnostic fee ($85 savings) and discount on repair ($33.75 savings). Peterman Brothers was contacted again on 5/27/25 about cancellation and customer stated that they were told the membership would be cancelled multiple times. As a courtesy, the Peterman Brothers membership team proceeded to cancel without the Cancellation Form submission and refunded the 5/20/25 membership payment of $36. 

      Peterman Brothers does not feel that any further compensation is warranted as the customer did take advantage of membership benefits and savings after they state that they requested cancellation of membership and a refund has already been submitted for the membership payment that took place in May 2025. 

      Customer Answer

      Date: 06/02/2025

      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. 

      It was a month of misery. Multiple calls, their team telling me that membership is cancelled 7 times in 20 days, even though it was never cancelled. I was still charged. ****** and lies. I dont accept this resolution. There was no service done in May. It was cancelled because the membership was cancelled. There was no service, no repair done in May of 2025. Lies on top of lies.

      Regards,

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

      Business Response

      Date: 06/06/2025

      It appears that the customer previously had a *** membership at ********************************** and moved to ***********************. The customer opted to transfer the membership to the new property on 4/18/25. The customer was then charged for the monthly membership fee on 4/21/25. On 4/23/25, the customer contacted ********************************************* for an ************ diagnostic at ***********************. This job was completed on 4/24/25 (see attached invoice *******). Because the customer utilized a membership benefit after the 4/21/25 membership billing, they are not eligible for a refund of that membership payment. Being part of the Club saved them $85 off the diagnostic fee and another $33.75 off the repair. 

       

      The customer then contacted ********************************************* on 4/29/25 to request cancellation of membership, and was texted the cancellation instructions to submit a cancellation request form. This form was never submitted. The customer then contacted ********************************************* on 5/27/25 to inquire about still being charged for the membership. As a courtesy, Peterman Brothers proceeded with cancellation without the required cancellation form and refunded the 5/21/25 membership payment. As previously stated, Peterman Brothers does not feel that any further resolution is warranted. 


      Customer Answer

      Date: 06/10/2025

      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. 

      I do not accept the response. Peterman is not talking about the underlying issue of the membership cancellation over the phone. I encourage them to listen to their recorded lines of my calls and multiple times being told by their team that my membership was cancelled when in fact it was not and they ended my charging me and were dishonest about cancelling it.

      Please stop talking about April. We are in June and the issue was you charging my credit card when in fact your team told me over the phone that the membership was cancelled multiple times.

      Regards,

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

      Business Response

      Date: 06/16/2025

      As previously mentioned, the customer contacted ********************************************* on 4/18/25 to transfer their PPC membership from ********************************** to ***********************. On 4/23/25, the customer contacted ********************************************* to schedule an ************ diagnostic due to a concern with one of the thermostats not working. A Peterman Brothers field professional visited the home on 4/24/25 to assist with diagnosing and addressing the customer's concerns. Because the customer had transferred their membership from their previous home, the field professional did not charge the standard service diagnostic fee of $85. 

       

      Peterman Brothers did cancel the customer's membership in May 2025 and refunded the May membership payment as the customer had requested cancellation prior to that billing on 5/20/25. However, the membership payment on 4/21/25 is non-refundable as the customer utilized membership benefits after that billing by having a service diagnostic performed and receiving the membership benefit of that fee being waived. Peterman Brothers feels that no further resolution is necessary. 

      Customer Answer

      Date: 06/16/2025

      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. 

      Peterman lied about cancelling membership over the phone. Multiple times. Business is built on deceit and customer service and satisfaction means zilch to them. Clearly they had to "refund" me because i called them to refund, otherwise, they'd keep going... as per usual

      Regards,

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

    • Initial Complaint

      Date:04/16/2025

      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 April 1, I had an appointment scheduled for a clogged drain. When I called to cancel they suggested I get my electrical panel looked at. I agreed due to our electrical bills being over $100 higher than usual. Their salesman said it was being caused by electrical panel and it would need to be replaced. He also stressed how we were at risk of a house fire if it wasn't replaced immediately. We agreed to have it replaces but found out later that day, that it wasn't the electrical panel that needed to be replaced, but it was due to a repair that **** from Peterman Brothers didn't do correctly on 12/27. We looked at our energy bill and realized the higher energy bill started right after his "repair". We found out he wired it incorrectly and connected our furnace to run of emergency heat. We also were told that there was no danger of fire as well. We immediately texted, called, sent a message through chat and sent an email canceling the order. The loan company canceled the loan, but now Peterman said they need to keep $250 from my deposit. There was no mention of this with signing up and they made no attempt to correct their error from December after finding out their guy didn't do his job the first time. This whole experience has been a nightmare and we just want our money back from these con men

      Business Response

      Date: 04/23/2025

      Peterman Brothers was contacted by the customer to cancel a scheduled drain clearing. During this call, the customer requested that we schedule an ********************** estimate for a new panel as their panel was 20+ years old. A Peterman Brothers electrical field professional visited the home on  4/1/25 and identified that there was major corrosion and evidence of overheating in the electrical panel. Our field professional built several options for the customer to address the concerns and the customer chose to move forward with one of the options and placed a $689.28 deposit for the work to be completed on 4/21/25. 

       

      Peterman Brothers was not notified of any HVAC concerns until the customer contacted ********************************************* to cancel the scheduled electrical repair job. The customer mentioned that they had a friend that took a look at the panel and HVAC system and identified the issue, however Peterman has no proof of this or any report from a licensed company to support the customer's claims. ********************************************* did proceed with cancelling the scheduled electrical repair job and refunded the customer in the amount of $439.28 as the initial deposit did cover the $250 electrical permit required for the work and this fee is non-refundable (see attached signed estimate). 

       

      Peterman Brothers does not feel that any further compensation is warranted at this time. 

      Customer Answer

      Date: 04/23/2025

      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. 

      They were supposed to come out and give a free estimate. The only reason we even agreed to do it was because we were led to believe it was an immediate fire hazard and was the reason out electric bills were so high. We paid a different company, ******** to come out and check out the problem and they were able to identify the the problem Peterman Brothers said they had fixed already. We paid them over $200 to fix this problem in December and have been billed $18 per month since for their "partner plan", which was also useless as well. They never offered to look at the "repair" they made in December and were ignoring my messages until I disputed the charges with my bank. At this point, I am proud to say that 3 people I recommended to Peterman's man before, have been made aware of the way you business and your attempts to scam people. Hopefully they spread the word to their friends, because I am going to continue to spread the word to anyone who will listen. Their salespeople will say anything to close a deal and are not held accountable for their lack of integrity

       

       
      Regards,

      **** *****


    • Initial Complaint

      Date:04/10/2025

      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.
      They offered free tuning service came and the system stopped working. Now they are offering to fix it for $3000

      Business Response

      Date: 04/10/2025

      Peterman Brothers was contacted by the customer on 4/3/25 to schedule a Peak Performance Tune-Up for the **** system. The customer indicated at the time of scheduling that the system was operational. A Peterman Brothers field professional went to the home on 4/9/25 and performed a full 360 evaluation of the 13 year old system to verify proper operation and safety. During this evaluation, the field professional inspected the electrical and mechanical components of the system and verified that system was operational. The field professional also inspected the heat exchanger and tested the supply air for carbon monoxide, which resulted in a positive presence of carbon monoxide. This indicates a failed heat exchanger. Due to the presence of carbon monoxide, the field professional tagged the system. For safety of the homeowner, Peterman Brothers does not turn a system back on after identifying a failed heat exchanger. 



      The field professional then proceeded to notify the customer and offer options to replace the heat exchanger or speak with someone about replacement options given the cost of the repairs. The customer declined these options. ********************************************* takes situations involving a failed heat exchanger very seriously and would be happy to offer to have another Peterman Brothers field professional or supervisor return to re-evaluate the findings. A Peterman Brothers Customer Experience team member will be reaching out to the customer to discuss further options for resolution. 
    • Initial Complaint

      Date:04/06/2025

      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.
      We worked with Peterman and came to an agreement to have them install a brand new HVAC system in January of 2023. We worked to file for a loan with their loan company, *********, for $11,000 for the system. We received a guarantee of 15 years parts and labor from Peterman. We paid off that loan within the introductory period so that we would not accrue any interest. Within a week or so of the system being installed, it was not working right so someone had to come out and fix it to ensure it worked properly. In October of 2023, that system failed, leaving us without air. A tech came to diagnose the issue and ordered the necessary part. After waiting, when the tech came back the new part also failed. It was then determined that a new outdoor unit would need to be installed. Again more waiting occurred because Peterman had to work with the manufacturing company to send out a new unit. The new unit was installed. June of ********************************************** our garage. It turns out the pipes were not sealed correctly. That was then fixed. Now in April of 2025, the system failed again. I contacted them to come check it out. It turns out more parts failed. Again we waited while they ordered new parts and then they came to install them. 3 days after "fixing" the issue the system has now failed again. The clear lack of quality of products Peterman uses that they fail in such short time creating inconvenience and hardship for a family with a 4 year old and a 1 year old is beyond ok at this point. I requested to speak with customer service team about my recent issue with the system failing and yet I have not heard from them at all. No one has called me back. I tried calling and they said wait for someone to reach out. But in 3 days no one has reached out. At this point I am disheartened by the treatment of this business and the lack of quality they advertise. We are seeking to be given our money back and we will then be able to go with another company.

      Customer Answer

      Date: 04/07/2025

      To provide further information, I have attached a timeline document with also guarantees they have on their website that have not been met.

      Business Response

      Date: 04/18/2025

      Peterman Brothers installed a new heat pump and air handler for the customer in January 2023. Following the initial install, there were a couple of warranty calls due to the system not heating properly. It was found that the system was not programmed correctly to operate heat pump and electric heat kit simultaneously. Adjustments were made and a different thermostat was installed at customer request. In October 2023, the customer contacted ********************************************* with an issue with the cooling. The system was diagnosed with a bad TXV and repair was made a couple days later. A week later the customer notified ********************************************* of repeated issue. Further evaluation diagnosed a bad compressor and Peterman Brothers ultimately replaced the heat pump unit on 10/19/23. 

       

      From that date, the only HVAC visits were for routine maintenance checks on 10/31/23 and 6/28/24. On 4/2/25, Peterman Brothers was called out for an issue with thermostat. The field professional diagnosed the issue with the thermostat and also an issue with a pressure switch on the system. Replaced thermostat on 4/2/25 and the pressure switch repair was done on 4/3/25. On 4/7/25, Peterman Brothers returned for a warranty call on the air handler and diagnosed a bad transformer and hot spots on heat pump control board. Placed temporary transformer in system to get it operational and returned on 4/14/25 to install new transformer and heat pump control board. 

       

      Peterman Brothers is very sorry that the customer has had these issues with their system, however a majority of the issues appear to have been part related and not a result of Peterman Brothers workmanship. The Customer Experience team has actively been working with the customer to come to a resolution that appears to be going towards a compensation reimbursement and a period of free Peterman *************** membership. Peterman Brothers will continue to stand behind our work and correct any issues that arise with the customer's system as part of the customer's parts and labor warranty. 

      Customer Answer

      Date: 04/22/2025

      Better Business Bureau:

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

      We will continue to monitor our system to see how it performs and will ask for detailed information during our seasonal checkups to ensure that things are in working order.

      Regards,

      **** *****

    • Initial Complaint

      Date:04/05/2025

      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.
      I had hired Peterman Brothers on 4/1/25 to install a new sump basin in my crawlspace. I was never quoted for a new sump pump due to me having a brand new one on hand and agreed it was ok with technician to proceed with installation & giving my current brand new pump a functional test upon completion of the job. I can't confirm they did the functional test, the tehcnician said they did so i believed him. I provided a new basin as well but their technician and trainee took wrong measurements and cut incorrectly so they had to use one their company provided (they never included that in invoice). They did the service although had an incorrect installation of the sump pump. The technicians installed the sump pump incorrectly causing the float switch to get stuck inside the basin not allowing the sump pump to turn on to pump water out of pit in turn causing my crawlspace to get four inches of water. I had to re adjust the float switch myself on 4/3/25 during a rainfall and sure enough my pump kicked on & got most of the water out. Another technician came out on 4/4/25 to evaluate & see if the pump had failed which he confirmed it did not fail & was incorrect installation. I called to see about partial ******************* lied telling me I declined a new sump pump & that my sump pump had failed so they will not cover any damages or refund any payment. Attached below is the supporting documents where there was no quotes regarding new pump, or my current sump pump failing. Notes on the invoices indicate all of that from the servicing technicians. I'm seeking partial repayment to aid in future damages caused to my home such as *************************** due to pipes being submerged under water. Peterman Brothers was of no help and their customer service **** were rude and raised their voices over the phone in a threatening matter telling me it's my ************ won't do anything about compensation or even trying to come up with a solution to resolve the problem that had taken place.

      Business Response

      Date: 04/17/2025

      Peterman Brothers visited the home on 4/1/25 to provide estimates for a new sump pump basin. During this visit, options were put together for Peterman Brothers to replace just the sump pump basin or do the sump pump basin with a variety of options for sump pump with and without battery backup. The customer opted to just have the sump pump basin replaced and to use the sump pump they had already purchased. Peterman Brothers field professional removed the old basin and installed the new one. Before leaving, the field professional set the customer supplied sump pump back in place and verified operation. Everything was functioning properly when our field professional left the home. 

       

      Peterman Brothers was then contacted on 4/3/25 and the customer said the sump pump had failed and the crawlspace had flooded. Peterman Brothers returned on 4/4/25 and the customer informed the field professional that he had gone into the crawlspace and adjusted the float and it has since pumped out all of the water. Field professional made some additional checks to make sure the float doesn't get caught again and verified operation. Filled basin multiple times to verify proper operation. Peterman Brothers plumbing service manager reviewed the situation and doesn't believe Peterman is at fault. The style of sump pump the customer had purchased is notorious for getting caught on things and causing the float to not operate properly. 

       

      The Peterman Brothers Customer Experience team had informed the customer that ********************************************* does not feel that any further resolution is necessary as the pump that failed was a customer supplied pump and we did not identify any installation issues that would have resulted in the failure of the pump. 

      Customer Answer

      Date: 04/17/2025

      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: 04/17/2025

      There was no invoices regarding any options. The only invoices were sent to me was what I included on original complaint. It was not a pump failure. The technician installed the pump incorrectly causing damage to my home. It says in their notes attached to the invoices. Their workers did not do the job correctly. Im not asking for a full refund but I do need compensation to aid in future damages brought upon my home ex: mold, mildew & water entrapment under my home.

      Business Response

      Date: 05/15/2025

      As mentioned in the previous response, Peterman Brothers did not find any installation errors on the 4/4/25 return. Customer had mentioned they had adjusted the float on the sump pump, which our plumbing service manager has experience with those types of floats getting caught and causing issues. This was a customer supplied sump pump and without any indications of installation errors, Peterman Brothers does not feel that any refund is warranted.

       

      Attached you can also see the estimates that were built for the customer and several of them include replacement of sump pump with battery backup, however the customer opted to just pay for the sump basin replacement. 

    • Initial Complaint

      Date:02/12/2025

      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.
      I scheduled a routine inspection and cleaning for my furnace. I purchased the home in July and inspector at the time told me furnace was older but in working order. My unit is in the garage so I did not see the technician from Peterman while he worked on the unit. He told me that I had high levels of carbon monoxide in the home due to a crack in my heat exchanger. He said that the could fix it or due to age and condition of unit, replace the furnace. It happened to be the coldest day of the year to date and he said he would have to turn off my gas and did not offer me any options to keep my pipes from freezing. He literally had me in a panic as I live alone with 3 dogs. I told him I would like to get a second opinion before making a decision.Another company came out and used a large detector that recorded to an outside company. The result came out zero. I showed him the picture of the carbon monoxide detector Peterman used, a small handheld unit with the reading. There was 2 readings . One read 0.5 ppm and the other 480. The second company stated that the larger number was not the number to look at but the 0.5. So either the technician from Peterman was either misleading me or did not have appropriate training. The second company also said that the "crack" was a puncture and not due to age or wear and tear but likely as result of someone's tool.When Peterman's was informed of my concerns, they never offered any solution. I asked to have my service charge be refunded and they stopped responding.

      Business Response

      Date: 02/21/2025

      Peterman Brothers was out at the customer's home on 1/22/25 to perform a peak performance tune up of the **** system that the customer had called in to request. Our field professional arrived and performed a 360 evaluation of the system to check all components for functionality, safety and manufacturer spec. During this evaluation, the heat exchanger was deemed compromised. This was determined by visual inspection of the heat exchanger and testing with a CO detector. As safety protocol, the field professional shut the system down and informed the customer of the situation. Options were built to replace the heat exchanger or discuss replacement options with a comfort advisor due to the age of the system and other issues that were identified. The customer opted to have a ****************** advisor scheduled to discuss replacement options. 

      When Peterman Brothers was notified of the customer's belief that the diagnosis of a compromised heat exchanger were incorrect and that they had gotten a second opinion, Peterman Brothers Customer Experience representative requested that the customer send a copy of the report from the other **** company to review with management. Peterman Brothers has not received any documentation from the customer for this report. ********************************************* does not feel that the $59 tune up fee should be refunded as we followed proper protocols and have not received any contrary documentation to review for refund consideration. 

      Customer Answer

      Date: 03/04/2025

      I tried to open responses but codes would not work. I believe they expire before I can reply? I still do not know what response was but again feel that Peterman's was very unprofessional and rude when I sent emails to the company.  What do I need to do? 

       

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

    • Initial Complaint

      Date:02/03/2025

      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 June 16 2021 we purchased a furnace - a/c and a hot water tank from ***** Heating and Cooling which was bought by peterman brothers in may 2024. Fast forward jan 24 2025 my furnace quit working , so i called them they didnt have anyone available to come out until feb7th unless i signed up for they ***** month program and then they would send someone out on the following monday. i found someone else to look at it and found that the circulation motor had burned up and when he took the furnace a part it was cause the floor to be discolored or burnt because it wasn't installed correctly . we then calld Peterman brothers to come out and look at it on jan . 29th of 2025 their technician didn't even tear it a part to look at it he looked at the pictures that the guy took when he replace the motor and talk to the guy and said that he would have a meeting with his boss about what he found and would let us know . we have not heard anything back from them. it could be a fire hazard and i would like for them to fix it and stand behind their workers and products.

      Business Response

      Date: 02/14/2025

      While we are disappointed to hear that the customer's experience with ***** ********************** for an HVAC installation was less than satisfactory, unfortunately as that company has gone out of business, their warranties are no longer valid. Peterman Brothers purchased the contact numbers and marketing material of ***** Plumbing, but we are not able to uphold warranties that our organization did not commit to or perform the original work on. We were able to review some past ***** records and it appears that the customer had not had ***** out to perform any maintenance or service since September 2021. Along with that, the labor warranty for ***** Plumbing installations was 1 years, so that installation from July 2021 would have had it's labor warranty expire in July 2022, well before Peterman Brothers acquired the customer information from ***** **********************. 

      Our management team is still in the process of reviewing the situation to determine if we can offer any possible solutions at a discounted rate as a courtesy to the customer. 

      Customer Answer

      Date: 02/14/2025

      I have include pictures of the poor service of installing the furnace. 

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