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 Find Local Branches.

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

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  Peterman Brothers Heating, Cooling, Plumbing & Electrical

  677 Commerce Parkway West Dr Greenwood, IN 46143-7533

  
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  Peterman Brothers Heating, Cooling, Plumbing & Electrical

  3413 Rascal Dr. Lafayette, IN 47909-2789

  
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  Peterman Brothers Heating, Cooling, Plumbing & Electrical

  4470 Middle Rd Columbus, IN 47203-1831

  
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  Peterman Brothers Heating, Cooling, Plumbing & Electrical

  408 W Air Park Dr Muncie, IN 47303-1886

  
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  Peterman Brothers Heating Cooling Plumbing

  6015 Highview Dr Ste B Fort Wayne, IN 46818

  

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:09/20/2024

  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 was charged and paid $17000 to Peterman Brothers. This price supposedly included a "free" AC Unit and yearly maintenance in a contract signed in March of 2023.The company and I scheduled a PM's appointment for a Saturday and I was told that they would be there (like the cable companies) between 9AM and 5PM. Peterman Bros cancelled three weeks in a row after I waited my whole Saturday afternoon. Then when they did decide to show, it was 6PM and I was already out and about with my family. Their contract is broken at this point by their actions. Then, I started doing the math for labor and products provided. I went online and look for the products and even found the most expense choices that they might have installed. I have found that they over charged me by at least $4500, knowing that they have a warehouse full of these products that are at least 30% less by standard mark up. They also included labor costs for four techs. I was at the house during the whole installation and only two techs were present.Peterman Brothers is blatantly robbing people by overcharging and not fulfilling their contracts.

  

  Business Response

  Date: 09/25/2024

  Mr. ****************** you for your thoughts. On 3/9/23 you chose a full system to be installed at your home and part of this was the promotion to include a free AC unit, a savings of $3,121.0. Also, part of this contract you had chosen to pay extra for a 15/15 warranty and a Reme Halo UV light. (see attached invoice)
  Your installation did include many people from Peterman,most of them were not added to your invoice since they work behind the scenes,scheduling, CSR, parts department and others. However, we did send the CA to discuss your options, and the Service Professionals that did the installation. (see attached invoice from **)
  Our contract with you does include a free 24-month preventative maintenance membership, 3 visits a year, 1 furnace check, 1 AC check and 1 plumbing check. There is no guarantee that we can accommodate weekend visits, but we do try to make this work.
  Since we do business in the **** industry, it would be a disservice not to have stock in our warehouses. We have made it possible for the customers that we service to have these systems and parts on hand when needed.
  By todays industry standards, we are very competitive with other premium companies. However, if you compare us to a smaller company, you are going to find differences but that is what makes us unique.
  We want to thank you for choosing Peterman Brothers.

  Customer Answer

  Date: 09/25/2024

  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. 
  
  As you can see from the invoices that Petermen Brothers has included, they refuse to release a detailed invoice containing the pricing of the individual components supposedly used in this installation.  I took it upon myself to look up the different items used, and made sure that I found the highest prices listed.  When tallying this items up (I did send the Peterman company this list in an email), the costs do not add up.  Especially considering that Peterman Brothers has a warehouse full of these parts sold to them most likely below a standard 30% retail cost.  The fact remains that they overcharges me approximately $4500 within this "free" AC "deal".  And yet, they still refuse to release this invoicing, and rather keep submitting a vague contract.

  And the fact still remains that this all started because they are not holding up their end and "Peterman promise" by cancelling service appointments.  Three Saturdays in a row, Peterman Brothers wasted my time by scheduling their appts between 9am and 5PM only to cancel, reschedule and cancel again.  And/ or show up after 5PM.

  Here's an example of Peterman Brothers.  They called me to schedule a water heater servicing.  I asked if Saturday was available that week.  I was given the reply "no, all the service techs were busy", and they wouldn't be available for months.  Then, I said I might be interested in a tankless unit to be installed.  Almost instantly, I was given an appointment for that same Saturday.  

  I did get a quote of over $7000 for that installation.  The unit I ended up buying myself at Lowes for $1500.  I had a friend of the family install it and he told me that labor would cost probably $1500.  SO WHERE WAS THAT OTHER $4000 FOR???

  This company is blatantly ripping people off 
  
  Regards,
  
  ****** ********

  
  

• Initial Complaint

  Date:09/17/2024

  Type:Order 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 switched jobs with 40 hrs PTO owed to me.

  

  Business Response

  Date: 09/18/2024

  
  ****,
  When you were hired at Peterman Brothers, you were given a handbook for guidance while employed. (see attached acknowledgement) In the handbook it talks about the guidelines for giving notice when leaving the company, please see second attachment.

  Since there was no notice from you until the day you left the company, you are not eligible for the *** balance to be paid to you.

  Best Wishes, Peterman Brothers

  
  

• Initial Complaint

  Date:09/17/2024

  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 them come out to service (clean) my furnace and air conditioner. I was told I needed 2 parts on my furnace replaced . There was water sitting in my furnace. I was told a part needed replacement. Also was told air conditioner needed refrigerant (which turned out be only TRUE statement) parts were covered under warranty. Then he says it will cost me 900 dollars.. supposedly he cleaned the air conditioner. He did not !! He didnt even clean the water out of the furnace. Got a second opinion from the guy that installed it !! I was lied to by Peterman. He also had to reclean the air conditioner as peterman did a horrible job and didnt even clean the water upon the furnace ! I paid 118 dollars to be lied to and scammed. I would like my money back as I had to pay twice before because service was not performed properly and I also believe I was being scammed for $900 dollars for parts that are fine. I feel like this is a scam as I am senior citizen. I will never ever trust them again.The water in the furnace turned out to be ice buildup due to low refrigerant..

  

  Business Response

  Date: 09/18/2024

  Ms. **************** you for speaking with our Customer Experience Coordinator.We are thankful we have customers like yourself that help us train our Service Professionals to be their best for our customers. We appreciate you accepting the resolution that was offered. We wish you the best. Peterman Brothers

• Initial Complaint

  Date:08/30/2024

  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.

  Our air conditioning system that we bought 4 years ago breaks about 3-4 times a year. We bought the extra coverage as a gold member to get service quicker than normal. The company is eating a week at a time to help get our air conditioning up and running even though we paid extra as a gold member. They are not at all concerned of those without air conditioning in 100 degree weather. They give excuse after excuse and do not have employees working the holidays. I have a child that is a heart patient and cannot be in a house that is 100 degrees at night. I want a refund so I plan on taking them to court.

  

  Business Response

  Date: 09/03/2024

  *** and *****************,
   We received a very polite and professional call from **************** on Friday 8/30 at 8:11 pm. This was the first time we had heard of any problems at your home. According to our records, we do have you scheduled today for a visit. A Customer Experience Coordinator has been assigned to help you with any other concerns that may arise. Thank you for being a valuable customer.
  *********************************************

• Initial Complaint

  Date:08/28/2024

  Type:Sales and Advertising 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.

  We hired Petermans Brothers to fix our well (this was their diagnosis) as we had 0 water. After destroying our well, they had to dig a new well. Well drillers just backed into the yard and started drilling. Before they had connected the well, we informed them that all future loans to sell our house are void as FHA/****/VA ALL require the well to be placed 15 from the property line. An *** certified appraiser informed us we would have to have the well relocated before we could sell our home. Petermans Brothers response was, verbatim, we do not give a f*** about appraisals, we go by DNR requirements. Catch is, DNR is the overseer of state and county codes, they themselves have 0 requirements. Nearly $15k for Petermans to limit any future sale of our home. The immense disrespect towards us and our home was surprising and shocking. Countless code violations as they have what appeared minimal well experience and education. I have multiple photographs of the debacle and violations that had I not saw, they were willing to leave. After blowing 4 pump heads and multiple fuses in the house, their resolve was to hard wire around the disconnect and left it like this without knowledge or consent. 2 weeks later when they reworked the new water tank, the hard wiring was corrected and the breaker had totally melted. Our house could have caught fire as a result of this not to mention the extreme safety factor. 17 days without water because they destroyed our well. And as the homeowner we are told we have to accept this. How is this ethical or professional?!

  

  Business Response

  Date: 08/28/2024

  Hello Mr. ******* ***. We are so sorry to hear that you did not have a pleasant experience with our team. We would love the opportunity to discuss your concerns with you and find a solution that will improve your impression of our team. Unfortunately, we do not have an account in our service history that matches your name. We would appreciate if you could email ******************************************* the address that we performed work at so that we may address your concerns.Sincerely, Peterman Brothers

  Customer Answer

  Date: 09/06/2024

  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.]

  Please see the 3 emails with several attachments of invoices, estimates etc. that we have been dealing with this business.
  
  Regards,
  
  ******* ***

  
  

  

  Business Response

  Date: 09/13/2024

  
  Thank you for calling the office and updating the name on your account. According to all prior communications, you always provided your preferred name. As we are sure you will understand, discussing work done with someone other than the account holder on file does require permission from the homeowner. We apologize for any confusion or inconvenience this may have caused.
  Peterman Brothers has a duty first and foremost to the legalities surrounding placement of the well. We confirmed with the *** that our location was within the bounds of local legal requirements. We did offer another placement option for the well location, however that choice would have required cutting down a tree and you had declined that option. You provided verbal consent and approval to the current location of the well. Only after the well was completed were we told that the homeowner was dissatisfied because he was informed by someone that it would not meet *** loan requirements. 
  Peterman Brothers believes in standing behind our work and making it right if a mistake occurs. In this instance, we have addressed all concerns that have been brought to our attention to this point.  Peterman Brothers

• Initial Complaint

  Date:08/03/2024

  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.

  My mentally disabled son, ***************************** had to turn off the water at his house because of a leak in his hot water heater. I told him if he would call a plumber, I would pay for them to fix the leak.My son called Peterman Brothers &the next day a technician came to his house.. After he looked at the leak, he left. When he came back, he told my son that he had mold & after he got it treated, Peterman Brothers would do the plumbing work for free using their charity. My son believed that he had a verbal contract with Peterman Brothers to repair the leak. He immediately got busy working hard to remove mold so that Peterman Brothers would be able to do the work.I ordered over $200 in mold killing products. My son receives social security disability income. Money is tight. He received some money from his fathers life insurance policy to purchase a modest house.Since then he has had some difficulty maintaining his mental health and has had other issues to deal with recently as well.He is currently caring for his cat who has terminal cancer. This has caused a major strain on his finances. Nevertheless, he is truly trying his best to maintain his home. The house is over 100 years old and has had a few old house issues. One being that his roof began leaking into his bedroom and hallway. He had no money for repairs so I took out a loan and his roof replaced. Most likely the mold that the Peterman tech was referring to was a result of the leaks before it was replaced. I just found out that he received a letter from Peterman Brothers that was not anything like the verbal contract he discussed with their technician. The letter stated that Peterman Brothers was not a good fit for him and that they would not ever do any work for him based on health reasons. And that as of immediately, his name was placed on a ************** list.I believe he has grounds for breach of contract. This has been a terrible experience for us. They dont deserve to have a AAA rating.

  

  Business Response

  Date: 08/05/2024

  ******************,
   Thank you for your interest in our Peterman Cares Program. As it was explained to your son, we would be happy to include his name in the program for consideration. We have several homes that are considered every month through this program. First there is an application process, when a customer is chosen, a call is made to the homeowner and an inspection is done by a manager at the home. We do choose a home based on needs, unfortunately not every home can be chosen.
  It had been also explained to your son, he would need to have remediation done and have the structure integrity of the flooring under the hot water tank inspected since there is water damage to the floor. These recommendations are for the safety of our Service Professionals as well as the homeowner. We are willing to work with a customer to remove the ************** once the remediations are done and then the repairs can be scheduled.
  If you would like your son to be considered for Peterman Cares Program, once the repairs are done an application can be sent for consideration.
  Thank you,
  Peterman Brothers
  

  Customer Answer

  Date: 08/05/2024

  Please find attached contemporaneous text messages from the day the technician came out as well as texts between my son and I regarding the response from Peterman Brothers 

  My son said that there was no mention of the floor or an application. 

  Customer Answer

  Date: 08/05/2024

  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: 08/05/2024

  My son has bipolar disorder. He is a born again ********** He does not lie to me even about embarrassing things. My son knows that if the technician ***** told him about the floor needing an inspection, he would have told me and that I would ensure that it was done . And if he had been told that there was an application process, he would have told me.
  I was a Felony Probation Officer in ******* and retired and moved to *********** to be near my children. . I spent 20 years listening to every lie you could imagine.

  I am a no nonsense person with a strong capacity for recognizing falsehoods and excuses. 
  I believe that is the situation with the response from Peterman Brothers. I would request documentation of ****** notes and his discussion with his superiors after he looked at needed repairs and left and what was claimed to have been told to my son. 
  Thank you.
  
  

• Initial Complaint

  Date:07/25/2024

  Type:Product 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.

  ******, from Peterman Brothers, came to our house 7/15/24 to assess an electrical problem. He found several things wrong and suggested even more might be wrong. He gave us a verbal ball park figure but promised we would receive a written estimate. He told us that in order to move forward, we needed to sign an authorization for them to get a permit to do the work and give him our credit card info, which we did, and my husband signed the authorization. When we didn't receive an actual estimate, we called and cancelled. We were told by **** that they had not yet applied for the permit. We asked for them to return the $268 they had already charged our credit card (without a contract or even an estimate!). ****, then *****, then ******* stalled for days and then referred me to their ********************* *********** ********, their complaints rep, admitted that **** had misinformed me and they had in fact applied for the permit. ******** refused to take responsibility for this misinformation and they will not give back our money. We would be willing to pay the $85 service call fee, but we feel we have been scammed by Peterman Brothers. They never sent us the promised estimate. We have since received other estimates for the work that were 1/3 the ball park price that ****** quoted. Peterman is dirty dealing.

  

  Business Response

  Date: 07/26/2024

  ******************,
   We appreciate customers like yourself for helping us make improvements. A complete review of your file has been done, please see below:
  7/15/24 ****** is at the home of *************************, meets with ***** and her husband, *********. ****** does an electrical inspection and discusses the estimates presented to both. ****** explains to get this job started they need to have a permit from the city and ********* signs, dates and provides a credit card for the permit, ********* also signs the estimate for the work, (see attached).
  Permit applied 7/16/24 11:31 AM
  Received permit 7/17/24 7:58 AM
  7/19/24 ***** spoke with ****, a CSR. ***** states that she did receive the invoice for the permit, she does read this to **** and tells him that she doesnt know what this paid for and might not go through with the work that was quoted, **** goes over what the fees are, the permit and estimate, ***** asks him to cancel, saying that she never received the estimate. **** is asked to refund the permit fee but never says that we didnt order the permit. ***** does tell **** that the invoice does give us permission to process the credit card for the permit. **** then transfers to *****; ***** does inform ***** that the fee is nonrefundable. It is also said on the invoice which ***** does have, (see attached).
  7/23/24 ***** does speak with ****************************** does explain that the invoice she has clearly says the permit is nonrefundable, also sends information to the Customer Experience department.
  7/24/24 A Customer Experience Coordinator calls *****,explains that the permit fee is nonrefundable since the invoice was signed by **************************** says that this is her husband. ***** does allude that she has been misinformed while on the phone, ******** does tell ***** that she will listen to all phone calls to understand her concerns. Please see above timeline.
  Here at Peterman Brothers, we understand, as a homeowner,you need to make the best decisions for you and your family. We are not out to scam anyone and that is why we do get signatures on our estimates and invoices when we are with our customers. During the visit with ******, he did get a signed invoice for the permit with the credit card information. You have said on multiple calls that you do have this invoice.
  We thank you for allowing us into your home.
  Peterman Brothers

  Customer Answer

  Date: 07/27/2024

  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. 
  

  As I said in the original complaint, *** and I signed the consent to apply for a permit and willingly gave our credit card information to ******, who promised to send us a written estimate of the work to be done. We never got that estimate that Peterman says *** signed. Never got it, and the first time I called them to inquire about it, no one could produce a copy of it for me. I believe Peterman then got the estimate from ****** and cut and pasted or forged ***'s signature (the two are identical) on it. We never saw that estimate and cancelled the work on July 19 when I called and talked to ****. During that call, neither **** nor ***** could locate an estimate. How come Peterman attached an estimate to you but couldn't produce one for us?

  Again, I feel that Peterman's practices are unethical and whether or not we get our $250 back, people should know not to trust them.
  
  Regards,
  
  *************************

  
  

• Initial Complaint

  Date:07/03/2024

  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.

  On 08.30.24 We had a new AC unit installed and we used it for 3 month and the compressor went out. I been told that it will take until 07/11/24 to receive a replacement part, and nothing else can be done to get the part sooner or replace the faulty units which was brand new. I explained to them that i have 2 special need dogs which i cannot board ,and i have 3 tower fans in every room, but the temperature never goes below 81 in a small 2 bedroom house. It look like that i need to pay for window units after we spent $9000.00 to have a new unit installed.

  

  Business Response

  Date: 07/08/2024

  ******************,
  Thank you for working with our Customer Experience Team. Per our records a solution was presented and accepted by you, so you dont have to buy any window units. We are working hard on getting the part needed so you and your family will be comfortable the rest of the summer. As soon as we get the part, a call will be made to schedule a visit for the repair. Please work with the Customer Experience Coordinator with any concerns you encounter and thank you for trusting Peterman Brothers. 

• Initial Complaint

  Date:06/27/2024

  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.

  On Tue, 6/18, Peterman Brothers came out to look at my air conditioner as it was not working. They sent out their technician ***********************, who cleaned the coils and said we were down a gallon of Freon and filled it. The charge was $474.11 for this service.On Weds, 6/19, I came home from work and the house was hot again. I called and let them know that they did not fix the issue from the day before. They said they would send a technician out the next day, Thur, 6/20. On Thur, 6/20, I received a call that the person who scheduled my service looked at the wrong calendar and that they would not be able to get out until the next day, Fri, 6/21.On Fri, 6/21, the technician, *************************, came out. By this time the entire unit had frozen up and would need to be turned off. He then explained that ***** had "no idea what he was doing and was no longer with the company" but that he had put too much Freon in and that he had to remove half of it. *** would be back the next day, once the system had thawed out to work on the unit.On Sat, 6/22, *** came back out at 5pm and worked on the unit. He said he had repaired what was wrong and left.On Sun, 6/23, the house was getting hot again and we again called Peterman's. They did not have anyone available until Tuesday but advised we turn off the unit again until then.On Tue, 6/25, *** came back out and worked on the unit again. He admitted that on Saturday, he didn't do a thorough job because it was already 7-8:00 at night. He then told me that I needed a new valve which would cost me $2600 and would need to be ordered and would not be in until next week. I have called and asked to speak to a supervisor about this on 6/25 & 6/26 with no response.On 6/25, I called another company who came out. The valve was not bad and the unit simply needed a tune up. It was fixed within an hour and a half!

  

  Business Response

  Date: 07/01/2024

  **********************,
  Thank you for your honesty, we are fortunate to have customers like you who can help us improve our services.  We do understand how frustrating it is to not have AC when the temperatures have been above 85 degrees.
  The first time it was misdiagnosed, we did send *** on the second appointment, he had consulted with a Field Supervisor while at your home to verify his findings and discuss the solution to be repaired once the part was received. At this point, you consulted with another company.  As consumers we understand that you must make the best decisions for you and your home.
  With the desired settlement,that was processed during the call that was made to you on 6/27/24 and you spoke with a Customer Experience Coordinator. This was placed back onto the credit card that we had on file from the second visit, it will depend on the institution where that card is from, how fast you will see the credit.
  We do wish you the best.
  Peterman Brothers

• Initial Complaint

  Date:06/25/2024

  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 purchased an HVAC unit from Peterman **** in March of 2023. Since that date, the system has failed or had to be service 7 times and is currently not working at all. The install was on 3/9/23, It has had to be worked on due to failure to work on 3/10/23, 4/17/23, 12/5/23, 1/15/23, 4/2024, 06/19/24, 06/24/14 and we are currently awaiting parts so it can once again be worked on. I have asked *************** to contact me MULTIPLE TIMES, it has been over 90 degrees outside and has been 89 degrees in my house. I have requested twice that they set us up in a hotel or comp a room for us but no one has contacted me. I have been promised a phone call from customer care more times that I can count but no one has gotten back to me. We paid $16,000 for an HVAC unit that has only worked consistently for 2 months. The installer admitted it was installed wrong and has been in danger of starting an electrical fire, but the electrician has been reluctant to fix the issue. Instead of replacing the wiring that has resulted in the failure and disfunction of the unit, he wants to bandaid the unit and make the bare minimum fix, which could result in our house catching on fire. I don't think I should have to pay $16,000 for a unit that is dangerous and malfunctioning.

  

  Business Response

  Date: 06/27/2024

  *******************,
  We understand how difficult this has been for you and appreciate you working with our Customer Experience team. We see that a solution has been presented and was accepted by you.
   Thank you for trusting Peterman Brothers. 

  Customer Answer

  Date: 06/27/2024

  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,

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