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

  
• 

  Peterman Brothers Heating, Cooling, Plumbing & Electrical

  512 S Broad St Lancaster, OH 43130

  
• 

  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:10/14/2022

  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.

  We chose Peterman Brothers to install a new heating and cooling system in our home when we moved in April of 2021. We opted for the best unit to replace our old units, spending just shy of $22,000. Within a month of install, the system (AC) was not operating and we had to have techs come out. From May 2021 until January of 2022, we had multiple faults and failures of the system, resulting in techs being called and coming out at least once every month to fix something, sometimes multiple times a month. During this process, Peterman blamed us for one of the problems and forced us to pay $1,100 for a duct cleaning because that was what they told us was wrong with our system. The duct cleaning did not fix the problem, and were then told they would be contacting us to send out the head technicians that installed our unit to begin with in order to find whats wrong. Three months went by without no word from them about sending someone out. Finally, they contacted us and sent someone out and we were told everything looks fine and the unit is running great. We went to switch on the furnace for the first time this year on September 30, and it did not work. It took a week to get someone sent out to look at what was wrong, and that tech told us that it is the same problem we had last year with the furnace and both parts that were supposed to be replaced by them were not both replaced, only one of them was. They ordered the parts with fast shipping, scheduled an appointment for 10/10 to come back, and did not show up or even call on that day. I called and was told the parts were running late and they would call me when they came in. On 10/12 at 3:30 pm, they called to say the parts were in and scheduled to come out today, 10/14. I got a phone call at 9:56 am telling me the wrong part was delivered and they needed to order the right part again and cant send anyone out until the correct part is in. I want compensation for space heaters and a full refund for the entire unit.

  

  Business Response

  Date: 10/21/2022

  Due to manufacturing delays, the part needed for your system is not set to arrive until 11/30. We are determined to find your part, and have sought out multiple parts warehouses to no avail. We understand your frustration with this situation, and are doing everything we can to obtain this part for your system. Unfortunately, we have no control over manufacturing delays. We will gladly refund the space heaters you purchased for your home given the purchase receipts are provided to us. We are unable to offer you a refund for your system, we are continuously monitoring the supply warehouses for your part while waiting for the manufacture to ship. Again, we are very sorry for your frustration and look forward to resolving this issue for you.
  
  We understand your frustration with the number of visits youve had with our company. We are doing everything we can to make sure your system is working properly as it should. I would like to address every concern you have. Below I list details of our visits and I will include invoice notes from our technicians as well.
  
  
  4/9/21 *******- Hvac InstallNotes: ****** 189 Evolution 5 Ton Five Stage - Air Conditioner/ ****** 987 Evolution ******* 97% Variable Speed Modulating - Gas Furnace/ ****** Connex T-Stat - Thermostat/ 2-Zone Zoning System - Duct Work/ 10 year parts, 1 year labor, 20 year heat exchanger/ FREE 2-Year Membership
  5/23/21 *******- Hvac Eval/Hissing noise from the pump. Thermostat keeps saying 83 - Low pressure error message. Turn the system off last night. Tech: *********************** Notes: Arrived on site greeted homeowner at the door and introduced myself. I asked if I was parked ok, went over todays agenda and five star service. Customer said the the system was showing a fault error low pressure. He showed me where the system is located and I began the evaluation. I checked the refrigerant levels and the sub cooling is reading 17 degrees and required is 16 degrees and 81 degrees ambient temp. The filter is good and temp drop is 20 degrees. All others check ok at this point.
  8/11/21 *******- Hvac Eval/System is freezing up. Outside unit is not frozen currently. Both units were frozen yesterday. System was off over night. Started a few days ago. Notes: I found that the coolant levels were good but the suction levels were lower leading me to believe there could be an airflow issue. I cleaned the outdoor coil off because it was pretty dirty, which could be part of the cause of the ice up. But when I inspected the downstairs system I noticed that there were two filters, one on each side of the furnace. When I arrived there were no filters in the system because customer was in the process of changing them but when I asked if they knew there were two ******** said she is unsure if her or her husband knew about that. When I looked into the blower motor and the indoor coil I noticed that they are both covered with drywall dust which can also cause the system to ice over. ******** explained that her husband had done some sanding recently but thought that they had covered the vents enough. I explained to ******** that until the ductwork and coil and blower are cleaned the system still might ice up and to keep an eye on it. I quoted a duct cleaning and a blower and coil cleaning to be done at the same time as the duct cleaning to ensure the system gets well cleansed. ******** wanted to move forward with this work.
  8/17/21 *******- Duct cleaning Notes: went down to start cleaning the blower wheel and the duct cleaning process on the top floor of the house working back towards the system in the basement. Once done with the duct cleaning portion, went to clean the dryer vent, once the duct and dryer vent were done being cleaned we finish the blower wheel. 
  8/20/21 *******- Warranty/Tech came out to clean the coil/blower wheel and unit is still icing up. Notes: Arrived and greeted ********. She explained the system was still icing up. Upon inspection I found that the static pressure was good but the suction level of the coolant was low enough to freeze the system. After doing a lot of testing and verifying that the zones were operating properly. I turned the blower speed to *** and the suction levels rose to a non freezing level. I explained that this should fix the issue but if we do have to return we may have to have an engineer come and reevaluate the ductwork.
  10/18/21 *******- Warranty/Tried to turn on furnace for the first time and ********* can hear something happening but furnace is only blowing the smallest bit of cool air from vents. Notes: During the inspection we noticed that the gas valve was not sending gas to the offices for the system to ignite the wiring harness has corrosion on the plug-in where it goes into the gas valve also the gas valve plug-in has corrosion on it causing an incomplete circuit and the gas valve not clicking the control board also has a lot of white marks on it due to a lot of humidity with the system being in the basement and also water leaking this was a previous problem they had with the ** system and evaporator coil freezing up and has this old water has melted and caused his problems. We got with ***** and ******** talk to them about ordering parts it is a HV** one year warranty customer is upset about how many times we have been out there because of the system I informed him that wed talk to the company to order those parts to put an express on it we had to order a control board gas valve and a wiring harness we will come back at a later date when all three parts come in to replace in turn on the system
  10/25/21 *******- Warranty/Will be returning to replace the control board and gas valve under warranty. Notes: I told her I had the parts and that would be a pretty lengthy repair after getting to the furnace I turn the gas valve off turn the system off at the breaker and the toggle switch on the side I have taken the gas valve off replace the gas valve ****** had to come out with me to assist me in getting the gas valve off and then we double checked each others work to make sure it would work the first time I have also replace control board and Ive done the electrical harness for the tire system turn the system back on. The entire system was doing a self diagnostic test. Everything is fully functional at this time.
  1/20/22 *******- Warranty/fan is making noise when it's winding down. Notes: Was greeted by same she informed me of the sound and I did heat a metal rubbing sound I went to the furnace the blower wheel is rubbing the house it of the fan. I turned power off and spun it by hand it was for sure rubbing the housing. I grabbed the motor axal and pulled it away from the housing and I also tightened the bolts holding the motor in place to help it from moving. I tested this by hand and everything is quite. Everything is fully functional at this time.
  2/8/22 *******- Warranty/Just out 1/20 to fix a noisy fan, was quiet for 3 days, right back to being loud again. Notes: Replaced blower motor and housing and tested system everything is fully functional at this time.
  2/10/22 *******- Field Engineer Techs: ********************* & ******************* Notes: Arrived and greeted customer. Customer explained issues they were having from last year. Went to thermostat and found faults in stat, checked out unit for correct ductwork size. Found ductwork to be designed at .05 static, determining ductwork is not at fault. ***** and myself took the coil apart and verified coil wasnt clogged and that ******** was clean. Took blower out and verified the unit has a clogged secondary from some sort of white dust, unit needs to have coil cleaned, inside cabinet cleaned and secondary cleaned. This is the issue with Ac freezing up as well.
  The customer decided to do drywall and plaster work in the home without shutting down the HV** equipment. This has caused a blocked secondary heat exchanger which is the fault of the customer not the equipment or the install
  5/16/22 *******- Hvac Eval/Has A/C set to 69 and it gets to 69 and continues to run. States it should be shutting itself off. Doesn't want it to turn to a block of ice. States he has had nothing but problems with this system since install. States he needs the system cleaned too. Tech: ********************* Notes: I started at the furnace and got my delta T. It was good. I then went to the ** and checked pressures and temps of the refrigerant system. They also looked good. I went to the thermostat to see if any faults were present. I did notice they have the upstairs zone set at ************************************* stage 1. The overcool for dehumidifying was off also.
  10/19/22 *******- ************ maint/repair-replace wiring harness. Notes: Came out to replace gas valve and wiring hardness. Replaced the valve and got unit running however the wiring hardness was the wrong one again. Spoke to costumer and explained to her we will comeback as soonest we get the correct hardness.
  
  Conclusion:
  The main reason for the system failure is a direct cause from the system being shut down with no filters in the system while homeowners sanded drywall near the furnace. This caused the indoor coil and blower motor to freeze up causing air flow issues. The fault of the system is not caused by manufacturer defect or by the fault of installation. We will be unable to honor a refund or reimbursement at this time. 
  
  
  Peterman Brothers
  ************ Location www.petermanbros.com

  Customer Answer

  Date: 10/21/2022

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

• Initial Complaint

  Date:09/29/2022

  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.

  Purchased a high efficiency furnace and AC unit. Installation date was on 9/15/22. The sales representative informed me that the technicians should be completed and off my property around 3pm. On 9/15/22, at 7:20pm, the technician asked me if I would like to have the flue to the furnace directed out the side of the building or through the roof. I advised that it would be preferable to have the *** pipe directed through the roof; otherwise, the *** would need to be painted to match the siding, in accordance with the **** The technician said that he would make note that the flue is not installed, since he did not have a ladder for roof access. After one week without communication, I called Peterman Brothers office. The representative informed me that it was not documented that install was incomplete. At my request, the representative verbally confirmed that she documented my request for different technicians. The technicians were unprepared for the job, and failed to document incomplete work. What work they have completed, I want inspected, as it appears sloppy and unprofessional. An appointment was scheduled for today 9/29/22; however, I turned them away. It was the exact same crew that I requested not work on my home. I have attempted to email my dissatisfaction to Peterman Brothers, but their website does not support messages with that many characters. I have been unable to run the heat in my house for two weeks now and it is starting to get cold outside. Running the heat now, will generate water vapor in my attic. Today makes two weeks without being able to run the heat in my house, and it is getting cold.

  

  Business Response

  Date: 10/04/2022

  Thank you for bringing this to our attention, and for taking time to speak with our team member ****** yesterday, ********. We will be sending a new crew to your home this week to finish the work. Please let us know if any other concerns should arise at or after that appointment. 

  Sincerely,

  Peterman Brothers

• Initial Complaint

  Date:09/12/2022

  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 had a quote on a new hvac and furnace. We were verbally told, twice, that the furnace was included at no add'l charge (based on an advertised special they had posted). We rec'd an invoice but it did not list that the cost we were being charged was for the hvac only. No documentation stating that the furnace was free. It has been requested numerous times over the last 6 days. We just keep getting told, i'll forward your message to the customer solution specialist, or it's being worked on. I've never rec'd a call or text back. The sales guy, ****, said, well that information was automatically included in what we've printed out before until we did a system update over the weekend. I'll keep my opinion on that lame excuse to myself. Why is it so difficult for your company to provide a customer documented paperwork to back up what we've been told? If we hadn't had system installed, i would have just let this go, however, I feel as if your company is being deceptive and i simply won't let that go until we receive the information we as paying customers are entitled to.

  

  Business Response

  Date: 09/22/2022

  ******, we are so sorry to hear this feedback. Thank you for working with our Customer Experience Coordinator to address your concerns personally. We have also emailed the requested information to you. The proper managers have been made aware of your concerns and will use your feedback to improve our team. If you would like to discuss this further, please contact us at ******************************************* Sincerely, Peterman Brothers

• Initial Complaint

  Date:08/25/2022

  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.

  We purchased a new HVAC system from Peterman on 9/21/2022. Around 08/16/2022 my husband noticed the house was not cooling properly. I contacted Peterman on 08/17/2022 & we had a tech scheduled for 08/18/2022. The tech showed up & discovered our less than 1 yr old unit was completely frozen & he couldn't run a diagnostic test until it was completely thawed. So he came back out the following day 08/19/2022 was told at that time that it needed a specific part and that he had one in stock he would run and pick it up and come back. He came back with an excuse that the part was not available and he would need to order it. He claimed that he would have it back by Wednesday of the following week. I myself was out of town and was hoping that my husband was handling everything. When I got home on Sunday evening it was 80 degrees in our home which we normally have the thermostat set at 69 degrees. So I call first thing 08/22/2022 I was told the part was available however they have us scheduled for installation on 08/25/2022. I then tell the rep that doesn't make sense if you have the part install it today and she went back & forth as to why it couldn't be installed which didn't make any sense. So when I req to spk to someone that could get me scheduled for today she then says that a tech will be out the following day 08/23/2022. Later that day I get a call saying that unfortunately they don't have the part that it needed to be specially ordered and they were expecting it the following morning and they would call me with an update. Long story short today is 08/25/2022 and still my A/C unit is not repaired. I was told yesterday that we would be the first appointment of the day for repairs. Received a call at 9:55 am (which doesn't sound like the first call/appt of the day) but then I was given yet another excuse as to why I still have to wait til later in the day for repairs. I'm so done with Peterman I shouldn't went with **************************** which is who serviced our unit b4.

  

  Business Response

  Date: 08/31/2022

  ********************, were sorry to hear about your recent poor experience with us. It seems there are two issues here. First is circumstances in getting a warranty part that are beyond our control. The second is communication. Our Customer Experience Team has reached out to you multiple times and we encourage you to contact our team. As a valued member, we appreciate the opportunity to serve you. Thank you, Peterman Brothers

• Initial Complaint

  Date:08/22/2022

  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.

  Various Dates- first week of August. Paid $1,181.00 for a job that was never finished. We contacted the business to change out PVC 'S' traps under the kitchen sink to 'P' traps and that an R/O system be installed that we supplied. Received attached quote though it should be noted that they have incorrectly said 'toilet repair' instead of 'install R/O'. You can see that they reference r/o on the invoice file name and, to be clear, no work was done or requested on a toilet. ******* arrived (4th) and changed out the traps. When he went to install R/O system he could not get it to work correctly and said it was 'missing parts'. He'd be back next day to finish if we'd buy another system. He arrived (5th) and concluded that the new R/O system was also 'not right'. He still could not get it installed correctly. Tried to up-sell us their own brand for yet *another* $800.00- "a bargain" of course since they're "normally $1,200 and up". He left. When I went to run water in the sink, water *poured* out of the drain connection to the bottom of the sink. We immediately called the business back. A few hours later they sent another plumber who fixed the problem- identified as not having tightened the sink base connection. We asked about the installation of the R/O and he said we'd have to call the business on Monday. When we called to complain (9th) about having paid almost $1,200 to change out some PVC traps and STILL not having an R/O system installed, their 'customer experience' person offered a $100 credit. When we stated that that was totally unsatisfactory, they basically said "take it or leave it". We promised a through roasting on all relevant social media platforms if they didn't work with us on a better solution and they simply stated "do what you think you need to do". This complaint is the first step in doing exactly what we feel we need to do in order that others are made aware as to the type of business these people are!

  

  Business Response

  Date: 08/25/2022

  Good morning,

  From our understanding, the overall concern with work performed in your home relates to the owner supplied and installed ** system not working. We were originally called to the home because the ** system, which was not installed by our team, was leaking. You also mentioned that you were having pre-existing concerns with the drain for your sink, which you also wanted to have addressed. We charge an $85 diagnostic fee to secure a plumber in your home for evaluation and repairs to your plumbing needs. We informed you of this charge over the phone when booking the appointment. This was charged on your invoice. Our repair work was two fold. We replaced your kitchen faucet and drain and made a repair to that water line. The total for that work was $982. It is our understanding from our conversations with you that this work was performed properly, and all repairs and installations are working properly. We charged $114 for a minor adjustment that we hoped would fix the ** system that was installed prior to our visit to your home. Unfortunately, our repair did not take, so your ** system is still not working. We refunded you 100% of the costs tied to the ** system repair ($114), since we were not able to repair your issue. This refund was processed on 8/17/2022.

  Peterman Brothers stands by our work, and makes every effort to right any wrongs we may do in our repairs. We did that by refunding your full fees for the work performed in your home that did not repair your ** system. The other work performed in your home was done properly and has addressed those plumbing needs in your kitchen, and we will not be able to provide any further refunds on properly completed repairs. 

  We are sorry to hear that you feel you have been unfairly treated, but we believe we have acted in good faith and made every reasonable attempt to resolve your concerns. For that reason, no further refund will be approved. Negative reviews are the right of customers, and should you feel the need to post one, we will be sorry to see it when it comes through. 

  Thank you,

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

  Customer Experience Manager

  Customer Answer

  Date: 08/25/2022

  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 repairs were NOT done satisfactorily as evidenced by the fact that another plumber had to be sent out to tighten/fix the leaking drains that the first plumber had left!!  The original call was to change out the *** traps under the sink- there was NO leaking water line, only a request to install a customer bought ** system.  The plumber said the ** system was leaking and 'broke' and that we had to get another.  We purchased another one, new still in box, and that one *still* was not able to be installed due to the plumber saying again it was leaking.  The solution then offered was an $800 up-sale on their own system on top of the (now) almost $1,200 for changing out the traps.  It is ridiculous to believe that the split on the invoice- for several HOURS over two days- for the installation of the ** was only $100.00.  It is apparent that we will receive no satisfaction from this company.  All we wanted was the *** traps changed and a working ** system installed.  We only got half of that and it still took two trips to do the first part right.

  
  

  

  Business Response

  Date: 09/01/2022

  Hello *****, Peterman Brothers would have gladly sent out another technician to fix that issue, unfortunately, we were unaware that any issues started after we left your home. The quote ************** provided to you was for a system that you were familiar with. We refunded the $114 dollars to you because we were not able to do the job correctly. The other job was finished and working regardless of how long it had taken **************. We understand that sometimes our technicians make mistakes, we take the time to correct those mistakes and use it as a training opportunity for future visits. If you wish to discuss this more, please feel free to contact us at ******************************************* Thank you, Peterman Brothers

• Initial Complaint

  Date:08/10/2022

  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.

  My father owned a property in **********, ******* and he had acquired a service agreement with Peterman Brothers. He was being charged $12 per month. In 2021, his and my mother's health began declining. Dad, ****, was diagnosed with Dementia. On December 2, 2022 they sold the home and moved to ****** *******. I moved home from ***** to help care for them. I began to take over day to day tasks for them. Neither new what the $12 dollar fee on the credit card was for. After making some phone calls, I was told by the Peterman office ************ it was for a membership fee. I would need to email requesting the cancellation. I emailed Peterman on August 3rd. On August 4th they responded stating that they had cancelled the membership but would not refund the money. On Monday 08/08 I called Peterman and talked with a ******. I again explained the situation adding the fact that my father had dementia. He said he would have to escalate the call. On Wednesday August 10 I had not heard anything more and so I called again. I was told to contact a ****. After leaving a voice mail, he called me back the same day. He again stated that they had cancelled the account but that they would not refund the 8 months of re-occurring fees. I asked why he would not refund them on a property that we did not own and that they could not provide service for. He stated that they do not refund fees because they did not know we had sold the property. I asked to speak with someone else and was told I could not speek to anyone else. I am seeking a refund for my parents. for 8 months at $12 per month. for a total of $96.

  

  Business Response

  Date: 08/25/2022

  Thank you **** for submitting your report, we take all matters seriously. We looked into your parents account that they has with our company, we were unaware that your parents had moved from the address we had on file. Our **************** Representatives called the phone number on the account a few times to try and schedule for bi-annual maintenance. Unfortunately, we never received any response from those phone calls. Unfortunately, It is the responsibility of the customer to notify us of any change of address. We would have either transferred the membership to the new address or cancelled the membership depending on the area or need of the customer. We am sorry to inform you, but our membership fees are non-refundable. We made multiple attempts to get in contact with your parents. We apologize for the inconvenience this may have caused, if you would like to discuss this further, please email ********************************************

  Customer Answer

  Date: 08/25/2022

  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.]

  The business is choosing not to refund the amount of the monthly premiums automatically deducted from my parents checking account.  Indicating the reason why as they were not informed my parents had moved.  As I have tried to explain my father has dementia.  We were unaware of the automatic deductions until, I as the *** discovered it and contacted Petermans.  My parents moved because of their health.  My father had an email but can no longer remember the password.  They only had a landline home number.  Peterman indicated that they tried calling the number.  If they had they would have received a message indicating the number had been disconnected.  This would have been an indication of the sale of the property.  My parents received nothing in writing which would have been forwarded by the post office.  Since the property was sold (no longer owned) by my parents, we are still requesting a full refund.  Petermans excuse is that they did not know the property was sold.  We can say the same - my parents did not know peterman was taking money from their checking account to to the decline in their health and mental capacity.  This is a situation of a business taking advantage of the elderly.  

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

  
  

  

  Business Response

  Date: 09/01/2022

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

  After reviewing your concern and the account again, we will be processing a refund for the payments made in 2022. The total amount of the refund will be $96. Refunds are processed through our office on Wednesdays, and will then take ***** hours to appear on the credit card or bank statement.

  Thank you, 

  Peterman Brothers

• Initial Complaint

  Date:07/22/2022

  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.

  They were working on the house across the street. They drove on my property and messed up the lawn like got stuck in it.

  

  Business Response

  Date: 07/26/2022

  Good afternoon **************, 

  Can you please provide more information about the damages, including the date that our team was working on your street and any images that you may have of the damages to your yard?

  Sincerely,

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

  Customer Experience Manager