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

  
• 

  Peterman Brothers Heating, Cooling, Plumbing & Electrical

  3133 N. Westbury Villiage Dr. Suite 2 Bloomington, IN 47404-1537

  
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  Peterman Brothers Heating, Cooling, Plumbing & Electrical

  512 S Broad St Lancaster, OH 43130

  
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  Peterman Brothers Heating Cooling Plumbing

  6015 Highview Drive Fort Wayne, IN 46818

  
• 

  Peterman Brothers Heating, Cooling, Plumbing & Electrical

  3413 Rascal Dr. Lafayette, IN 47909-2789

  

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:04/20/2023

  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.

  Purchased furnace/heat pump in March 2021 and fully paid for purchase. Had issues with heat pump and company repaired. All service work provided was under warranty. Our complaint began on 3/23/23 when service was needed on heat pump. Technician said needed new compressor. Scheduled to repair on 3/27/23. On that date, different tech came with compressor and said pump also needed outside coil and was leaking refrigerant.said someone would call. No one called. With all that needed to be done company said they did not have outside coil and would be in touch. No one called. We then felt the pump should be replaced and have of this date called company 8 times and no one responds. Have been told by receptionists "upper magmt" is reviewing. Last week we received call that pump was going to be replaced on 4/18/23. On 4/14/23, company called and said needed to reschedule and we teould get call. No one called. We have called 3 times since then and no one responds. We are filing complaint to company non-response to our not having heat pump for past month and them never responding to our concerns. We are requesting heat pump replacement that we were told was going to happen on 4/18/23.

  

  Business Response

  Date: 04/25/2023

  Dear ***,
  We apologize that our communication was lacking and left you feeling ignored. We always aim for a great experience and take great strides to make these experiences better when we dont meet expectations. In the background, we were working with our distributor to try and get the manufacturer to pay for the replacement of your heat pump. We were unable to do so and decided to cover the replacement due to your issues.Once we had made our decision to replace the heat pump and cover the costs, we struggled to locate your replacement due to supply chain issues. Our Customer Experience Manager started working with you on 4/17/23 to address your concerns and schedule the replacement once we had located the correct part. Thank you for working with us to solve your heat pump problem. If there is anything we can do to assist you further, please contact us at ************************************************* you for the opportunity to service your home.
  
  Best wishes,
  Peterman Brothers

  Customer Answer

  Date: 04/26/2023

  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:04/10/2023

  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 had an issue with our **** not heating appropriately. Peterman came out to our house on March 27th and the tech was unable to diagnose the issue as it "was not happening at the moment". The issue started again that same day so we scheduled a Peterman tech back out for the next day (Tues Mar 28th). A different tech arrives and was unable to diagnose the issue so the field Supervisor arrived as well. They determined the issue was with our main furnace breakers (which it was). However they also stated the thermostat was broken which I highly doubt it was. They convinced me to buy a new thermostat. At some point during their troubleshooting they also switched the wiring on the heat pump outside where the air would engage instead of the heat and *****versa. They had likely made this mistake (or intentional) before looking at the thermostat. A Peterman Electrician (on a third schedule appointment, Fri - Mar 31st) repaired one of the 2 faulty breakers (I found and repaired the second one myself once I got home same day). However the **** still had issues until a different **** company came out and found the switched wires on the Heat Pump. I asked for a refund on the thermostat through their **************** and advised them they could come out and remove the new thermostat and replace it with the original if they still had it. If not I could go to Home store and buy one myself. So far they have not refunded the cost of the thermostat and have now ghosted me.

  

  Business Response

  Date: 04/13/2023

  Dear ******,
  Thank you for working with us to try and solve your furnace problem. In this case, it did take a few visits to figure out what the problem was, sometimes these issues can take more than one solution before it is determined the exact cause. Our Customer Experience Team has reached out to you and has refunded the cost of the thermostat since that was not the problem.  We were pleased to work with you to resolve your issues and use the situation to better educate our technicians. If there is anything we can do to assist you further, please contact us at ******************************************** Thank you for the opportunity to service your home.

  Customer Answer

  Date: 04/17/2023

  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:03/21/2023

  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.

  Contacted Petermans for new heating and air. After negotiating a price of ****** for a 16 seer 3.5 ton Daikin I receive a call on the day of install, 3/21/23, right before the crew is supposed to arrive that the Daikin was not available and they will switch it to a ****** system. After crew installs and shows me the system they leave. It all had Peterman Brothers placards. I looked closer at serial numbers and it turned out to be a ******* system which was never discussed as an option that we wanted.

  

  Business Response

  Date: 03/24/2023

  Dear ***************,

  
  We would like to take the opportunity to apologize for any confusion here. Daikin is the largest manufacturer of heating and cooling equipment in the world. We have partnered with them to have a line of Peterman branded equipment.This equipment is similar to, and in some instances comes from their ******* line of equipment. This a new line to our company so we are ironing out the wrinkles of being able to communicate this effectively. For the call stating that we will be switching over to ****** equipment before installation, we apologize for any frustration that this caused. It looks like this may have been the plan at one point due to the Daikin/*******/Peterman heat pump that was originally sold not being available. We were ultimately able to find a compatible heat pump of a higher grade than originally quoted and installed the Daikin/*******/Peterman system. Before this complaint came in, I had the opportunity to discuss this situation with you in person. We went over the equipment confusion and I asked if there was anything that we could do to keep your business. We determined that we had two routes to resolve this, either remove the system or upgrade all the equipment to ****** equipment. After working with our sales team, we were able to facilitate the change of equipment to *************This installation is happening as I type this response. We would like to thank you for the opportunity to resolve this and hope you enjoy your new ****** system which has some upgrades compared to the previous unit.
  
  Best Wishes,

  
  ***************************
  Customer Experience Supervisor

  Customer Answer

  Date: 03/29/2023

  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:03/19/2023

  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.

  Purchased new HVAC system approximately 2 months ago, the furnace has pretty much never operated correctly, the exhaust fan begans to clear out fumes, the gas then fires up for about **** seconds then it completely shuts down and blinks codes. There is no rhyme or reason as to when it does it, comes and goes. I do have the code flashing recorded on my phone. I have had 5 service calls, not all the same people, within last 60 days. Seems to be a guessing game with them. It still is acting up, this weekend tempratures hovered around 20 degrees, their head office in Greenwood told me Friday evening 3/17/23 that they can't come out until the following Monday, I asked what am I supposed to do for heat, she said "I don't know what to tell you" The 5th tech who came out that same Friday around 5:30pm looked like he just rolled out of bed, smelled heavily of cigarette smoke, had no clue what was going on, he had to ask me what had been done to it so far, he had no history on my unit. I showed him the flashing codes I had recorded on my phone, he said that represented "normal operation" I then told him I wasn't born yesterday, he then said it could've been because I was running another appliance, which I wasn't. He then said it could've been my house lost electricity, which it did not. That service ended with him telling me to shut wall switch off for 30 seconds to reset the system every time it acts up and that they were going to order yet another part. They removed my negative feedback from their ******** feedback page, their right,,,, but not ethical! At this point, I have no desire to have a relationship with this company for the regular maintenance and/or life of this equipment and would rather have it all removed from my home.

  

  Business Response

  Date: 03/23/2023

  Mr. and *******************,

  were sorry to hear you had a less than ideal experience with us and it was very frustrating.  It was never our intention to install a furnace that wasnt working properly and unfortunately,we were out to your home 5 times to try and make it right before you asked that the furnace be removed from your home as we did on 3/21/23.

  I understand that it might seem frustrating at the time, but our technicians do ask many questions to help them detect the problem at hand.Its not a guessing game but a process of elimination.  On Friday 3/17/23,we did locate a maintenance tech to send your way to see if he could help. He did come up with a solution to get you through the weekend and we were also scheduled to come back on Monday.
  We were all becoming frustrated at this situation, and we were trying to figure out why the furnace was not working correctly. However,the barrage of negative remarks on social media from you and your family was getting a bit excessive for a problem we were already aware of and trying to solve.
  As it may be too late to reconcile, I wanted to let you know that Ive used your experience with our teams to see where we can improve in the future. Due to the system already being removed, we have cancelled the loan that was taken out for the equipment. Thank you for the opportunity to service you.

  Customer Answer

  Date: 03/23/2023

  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:01/21/2023

  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 had a plumbing inspection and inspector broke one of my shut off valves. I had them come back and fix it at which time they acknowledged that the broken shut off valve was the result of the inspector cranking it too hard. I contacted Peterman and was told that they would have their team reach out to me for a resolution but this did not happen. I paid approximately $400 to have this issue repaired, In addition they charged me $50 for a filter which should have been free under my plan.

  

  Business Response

  Date: 02/02/2023

  Dear **************************,
  
  First and foremost, I would like to thank you for patronage and for being a valued member of our Peterman **************** With your level of membership, you do qualify for free air filters. I have submitted a refund of $51 to your credit card for the air filter. Im sorry that the technician overlooked your membership when building this invoice. In regards to the shut off valves, we apologize that this occurred and that you were charged for the repair. You spoke with a member of my team on 1/26/23 who informed you that we would be refunding the charges for these repairs. Should you have any further needs or questions, please let me know. Thank you again for being a valued member.
  
  ***************************
  Customer Experience Supervisor

• Initial Complaint

  Date:01/15/2023

  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.

  They charged me $2200 to replace a 50 gal gas water heater, which is at least $1000 more than I should have paid. I found out later that this water heater is less than $1000, and when I asked for a breakdown of where the other charges came from, I got no response. I was told someone from the "Customer Experience" team would call me back and I'm still waiting. I feel they took advantage of me because I'm a female. I was also told by the technician that they only have a 10% markup. I'd like a partial refund and an itemized receipt showing the 10% markup.

  

  Business Response

  Date: 01/26/2023

  Dear *****************,
  
  I would like to first thank you for your business and assure you that we would never try to take advantage of you or any other person for any reason. We strive to provide 5 ************ to every customer, every time. I am sorry to hear that we have fallen short of that mark ***** By now you should have received your itemized invoice for the water heater installation as requested. The 10% markup referenced by the technician is on the equipment. We still also need to charge for labor and make sure we can cover our overhead to keep the business running. I apologize for any delays in our Customer Experience team getting back to you, we were inundated with calls from due to the extreme weather at Christmas. I will also be sending you a gift card for your troubles. Should you have any further questions, please give me a call.
  
  Sincerely
  
  ***************************
  Customer Experience Supervisor

  Customer Answer

  Date: 01/31/2023

  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 of January 31, ************************************************************** their response.

   
  Regards,
  
  *************************

  
  

  

  Business Response

  Date: 02/02/2023

  Dear *****************,
  
  Thank you for your response. I want to assure you that your gift card is on its way. We process all gift cards at the end of each month and they usually arrive to customers within 1 - 2 weeks. I'm sorry that I did not provide clear enough expectations in my previous response. If you have not received your gift card by February 17th, please reach out to me directly. Have a great day.
  
  Sincerely,

  ***************************
  Customer Experience Supervisor
  ****************************************

• Initial Complaint

  Date:12/29/2022

  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 complete HVAC system installed with Peterman's. None of the exhaust pvc pipe was sealed/glued together. This allowed a slow carbon monoxide leak into my home causing a decline in my health. It was discovered on the first system check by an honest technician. They (Peterman's) sent out a Senior Tech which found the entire exhaust system was "improperly installed", as well the intake/exhaust being at the same level, not in accord to manufacture's recommend.

  

  Business Response

  Date: 01/06/2023

  *******************************,
  

  First I would like to thank you for your patronage and the opportunity to service your home. During a recent visit on 12/7/22 for a heating system check, we did find that the flue was not glued together during the installation. We would like to assure you that a flue not being glued does not indicate a gas leak.With typical furnaces these seems are left unglued. The reason that yours should have been, and currently is glued, is due to condensation caused by higher efficiency furnaces. We do not want this condensation to be able to leak from the flue into your home. We were back out to your home on 12/14/22 to remedy any damage caused by the condensation, glue the pieces of your flue,and relocate the end of the exhaust flue per your request. Due to these issues,we credited you back $500 for the inconvenience and extended your membership to the Peterman *************** by 12 months free of charge. We hope that this addresses all of your concerns and would like to thank you once again for your patronage.
  Sincerely,

  
  ***************************
  Customer Experience Supervisor

• Initial Complaint

  Date:12/23/2022

  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.

  Back in 2020 I paid Peterman Brother's approximately ****** dollars to install a new heating and AC system in my house. I negotiated a 10 year warranty on the system. Until today, the coldest day of 12/23/2022 with -9 degrees, Peterman has been good. I woke up in the house and felt it was rather cold, and checked the temperature inside the house. It was 56 degrees. I checked to ensure that the heat was on and set at 70, and it was. I called Peterman and they told me that they could have someone out on 12/29/2022...yes, almost a full week later, they could have someone out to the house to fix their 2-year old furnace that has a 10-year warranty on the coldest day of the year at -9 degrees without wind chill. That is the vaunted 'customer service' of ********************** and their treatment of customers who paid them ****** dollars. I have had updated maintenance of the AC/furnace every 6 months and the last check was on 10/27/2022 when the technician told me that everything was working great. I wish that I would have went with a different company now, paid half of what I paid Peterman and actually had good service when it matters. I know that they were probably busy from the extreme cold, but as a customer for several years that paid a lot of money for a brand new system with a 10-year warranty, I expected better treatment. Don't use this company. I am filing formal complaints with them with different agencies to try to make sure they don't do this to other people like my family that has a 2 year old and a 7 year old in the house freezing and shivering while we scramble to get them warm.

  

  Business Response

  Date: 01/05/2023

  Dear Mr. ***** *****************,
  
  We are terribly sorry to hear that you had an issue with your furnace on 12/23/22. At Peterman Brothers we value all our customers thus our appointments are first come, first served. We apologize that due to the severity of the winter storm, the number of people impacted, and the fact that this hit right before the holidays we were not able to get you scheduled until 12/29/22. We are glad to hear that you were able to get back up and running before this date to keep your family warm. If you will provide me with the invoice from the company who serviced your furnace, I would be glad to reimburse you for their labor. Had we been able to reach you sooner, there would not have been any labor charges on your invoice due to your 5-year labor warranty with us. We wish you the best and will be glad to honor your 10-year parts and 5-year labor warranties on your system should the need arise. Thank you again for your patronage and the opportunity to serve you.
  
  ***************************
  Customer Experience Supervisor
  ****************************************

• Initial Complaint

  Date:12/12/2022

  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.

  This is a summary of the problem I am having with Peterman Brothers Heating and Cooling. I have spoken with three people in the company , ********************** and ***** at the ******************* Here is a timeline of some of those coversations as well as dates. It also states what I feel should happen to fulful their part of our contract.I spoke to ****** about the issue I have with your change in service for mobile homes. I want to try again to explain why I feel the company has not fulfilled my membership. ****** seemed to think the A/C check in *** was my second maintenance check on my agreement but as I tried to explain to her this was a completion of the install that was done in Feb. 2022, they could not complete the A/C check because of the cold weather, the tech said to call when temperatures were up and that is what we did in ***. I put together a time line maybe that will help.10/21 had current system check with Peterman, signed up for membership paid $135.00.This was to include two maintenance checks for our system in a year. 2/22 had new A/C and Furnace installed. Tech's finished job about 8:30 p.m. could not check A/C because of cold temp. was told to call when ready to turn A/C on.a day later had to call for tech's back out because ******* was not installed for propane and it was not heating. Tech's came and did the switch to propane.5/22 called to have the A/C install completed. Not a maintenance check.Sometime in August I called for furnace maintenance check, this would have been our 2nd maintenance check on our membership.9/22 Tech comes to do the furnace check, he informs me that he was sent to do a A/C check, I told him that the A/C was completed in *** and that I had called for the furnace maint. he called the main office from our driveway and they told him I would need to reschedule, the reason I had to reschedule was the tech told me he could not do the furnace check because he didn't have the equipment or something like that. I called the office that day and was told they would reschedule the furnace check, which they scheduled for 12/28. I'm sure you can look in your records of that tech's visit to us and that he is the one who cancelled, not me.11/22 I received a call from membership saying my membership had expired and they signed me up for another year. $10 paid for November 2022. 11/30/22 received text message from ****** to tell me Peterman would no longer be servicing mobile homes, They also told me they would not be doing the scheduled service for 12/28 even though this was a serive I had already paid for. Since that time I have tried to get a resolution to this issue, Peterman Brothers owes me half of the $135.00 membership I paid for and the $10 they signed me up for in Nov. for the next year. I am disappointed in how we were notified that they would no longer be servicing mobile homes. I hope you can understand my position on this matter, we have trusted Peterman with our maintenance and then we trusted Peterman with the new install and we are very disappointed in how this has all turned out. It really could have been handled so much easier, with a little more communication from your business, maybe a nice letter explaining why you could no longer provide us service and thanking us for the business we have done with you in the past. What it comes down to is I feel you owe us a refund for half of the membership we paid in Oct. 2021, which is $67.50 and the $10 I was signed up for in Nov. That is $77.50.We paid close to $10,000 to your company in about a year. I really don't think that is a lot to ask, especially when we did not create this issue. Thank you for taking the time to read this.*********************** ********* P.S. I would really like the owners of this business to see my concerns.

  

  Business Response

  Date: 12/16/2022

  *****,

  Thank you for your message. We have determined to honor your refund request of $77.50. Please see the attached invoice for documentation of this refund. The refund will be processed as a check refund. Our team cuts checks on Wednesdays, and sends them out within 2 business days of being cut. It will then take time for your check to arrive, given the postal system and holiday delays.

  Have a great day,

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

  Customer Experience Manager

  Customer Answer

  Date: 12/19/2022

  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:12/09/2022

  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.

  The invoice date 6/20/2022. Invoice#****** My complaint is I have a 10yr. agreement on parts and labor after a installation of a HAVAC system. The system cost $10,800.00. For agreeing to this price They would add on an extra 5yrs. on labor. They also said I could not file for rebate because of this price. They are now saying no more service on mobile homes. They deposited 330 dollars back to my credit card, which I said no to. They went ahead anyway and now says I have no labor agreement with them. The rebate is not on contract but 10yr. labor and parts are. We are in our late 60's and felt like we would somewhat be protected. Seems criminal to me, a classic bait and switch. If you can't help is there anyone else I could contact. Thank You I have documents but don't know how to attach. Any other way I could send these.

  

  Business Response

  Date: 12/19/2022

                  First, I would like to thank you for choosing to work with Peterman Brothers in June, when your home needed a new HVAC system. We were honored to be your preferred service provider and happy to install your new system for you. At Peterman Brothers, we continue to focus our efforts on providing 5 star service to every customer each time we enter your home. In an effort to ensure that our ability to provide quality service is not compromised, we are consistently evaluating the available skill set of our field team. When it comes to the maintenance, service, and installation of equipment in mobile homes, we have found that our technical training has not kept up with the level of service that we hope to provide. For this reason, we have decided that we are no longer able to work on this style of equipment effective December 1, 2022. We are upholding the one-year labor warranty for every unit installed by our team in the last year. After one year has passed, your parts warranty is upholdable by any licensed HVAC company. It was this decision that led to us cancelling your membership and refunding the extended warranty that you purchased at the time of installation.
                  In regards to the rebate in question, all rebates are offered by utility companies not Peterman Brothers. We do not restrict the ability to apply for any rebates offered by any energy providers in your area. We wish you the best in trying to secure any potential rebates from your energy provider.
                  Thank you again for your patronage up until this time and we apologize once more that we will no longer be able to service your home. We wish you the best in finding a new HVAC service provider.

  Customer Answer

  Date: 12/19/2022

  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,
  
  ******************;        The rebate is in a form of a tax credit, which I don't qualify for, because I don't make enough to file for taxes. I thought this was a real rebate. The 5 yr. labor agreement was extended to 10 yrs. I feel like they should reimburse for another 5 yrs. The extra 5 yrs. sealed the deal for me. I have 10yr. parts and labor on my agreement.
  

  

  Business Response

  Date: 12/29/2022

  *** & ***********************,
  
                  All new HVAC systems installed by Peterman Brothers come with a 5 year parts and 1 year labor warranty. At the time of purchase, it was agreed upon that your system would come with a 10 year parts & labor warranty for the purchase price of $10,800. When we, Peterman Brothers, made the decision to stop servicing mobile/manufactured home, we proactively sent out a refund of $337 for the extended warranty on your system.
                  During our discussions, I referenced a note in our system that states you were refunded for a 10 year parts, 5 year labor warranty. I believe this note to be a typo, it shouldve read 10 year labor and 5 year parts, as your system comes with 5 year parts and 1 year labor warranties automatically. I apologize for misspeaking but I had not reviewed the original invoice yet. Regardless of whether or not this was a typo, and based on your request to be reimbursed an additional 5 years I would like to offer a second refund of $337 to resolve this matter for you.
                  I have also already reached out to our accounting team to get you the itemized invoice that you have requested.You should receive this via email in the next few days. Please let us know if this would be a suitable resolution and I will process the refund immediately.
  
  Sincerely,
  
  ***************************
  Customer Experience Supervisor

  Customer Answer

  Date: 01/01/2023

  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,
  
  ******************; This is still not acceptable. As I stated to ***************************** this is not a typo error, this was what ************************* offered to get me to sign contract. The first time they wanted ****** without extended warranty. I balked. and they came back with extended 10yr parts and labor. What they are offering will only get me a three yr warranty.