Complaints

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:06/02/2024

  Type:Product 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.

  Since 4-29-24 I talked with several people at Chapman Heating, Air ********************** and said that I will not need the air conditioner serviced and requested a refund of $90.25. To date I have not received the $90.25.

  Business Response

  Date: 06/04/2024

  Thank you for bringing this issue to our attention.  I think this is just a mistake.  We have no problem issuing **************** a refund.  When he called our office to inform us that he wished to have a refund, ******************** Manager called him to verify his address to send the refund chek to and he never called us back.   When I received this complaint I also left him a message to verify the addresss I also could not reach him.  Sometimes customers ask for a refund on the service agreement because they move and are no longer at the address we service.  I left a message on 6/3/24 and 6/4/24.  Again we are happy to issue the refund but need to verify the address to send it to. 

  Customer Answer

  Date: 06/06/2024

  I've talked to ****** and I've talked with ******.  While me and ****** were on the phone ****** said she sent an email to ******************** who will mail the check to me and apologized for the delay.  If they play the tape recording I told both ****** and ****** to mail the check to the address they have on file which is:  ***************************, ************************************************************************************************;

  Respectfully,

  *******

  Customer Answer

  Date: 06/17/2024

  I just received the total payment of $90.25, 6-17-24.

• Initial Complaint

  Date:04/29/2024

  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.

  Chapman installed our humidifier in 2020 or 2021 and we have had problems every since they installed the system. The system has been leaking since it was installed. We have called them out on numerous occasions. They come out and try to fix the leak only for the humidifier to start leaking again within 5-6 months. this has been an on going issue. If they can not fix the problem, we want the system taken out and our money refunded, so we can have an company install the system.

  Business Response

  Date: 04/29/2024

  *************** contacted our office this morning saying that her humidifier was leaking.  She told our **************** Representative that we continually have had to come out to address the water leak.  Chapman did install the humidifier in November of 2020 and then we fixed a water leak for her in June 2021 under full parts and labor warranty. After looking at *************** service records our representative told *************** that we have not looked at the humidifier since 2021.  Our representative told her that she could schedule a technician to come out  today to take a look at it and it would be a $103 service and diagnostic fee.    Humidifiers do require regular maintenance and the humidifier pad (filter) need changed at least yearly.  *************** has not had us perform any maintenance for her.  She told our representative that she would not pay the diagnostic, she would contact the BBB and then take us to court if we still wouldn't come out for free.   

  Business Response

  Date: 05/02/2024

  *************** contacted our office this morning saying that her humidifier was leaking.  She told our **************** Representative that we continually have had to come out to address the water leak.  Chapman did install the humidifier in November of 2020 and then we fixed a water leak for her in June 2021 under full parts and labor warranty. After looking at *************** service records our representative told *************** that we have not looked at the humidifier since 2021.  Our representative told her that she could schedule a technician to come out  today to take a look at it and it would be a $103 service and diagnostic fee.    Humidifiers do require regular maintenance and the humidifier pad (filter) need changed at least yearly.  *************** has not had us perform any maintenance for her.  She told our representative that she would not pay the diagnostic, she would contact the BBB and then take us to court if we still wouldn't come out for free.   

  Customer Answer

  Date: 05/02/2024

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

• Initial Complaint

  Date:11/28/2023

  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.

  Hired Chapman to install a new furnace and a.c. they installed it and had to wire up a condensation pump because my cleanout line sat lower than the condensation drain line. Chapman assured me this would not be a problem they do it all the time. The problem is the chapman technician never wired up the pump, so water slowly began to flow over and soak into the floor and walls over the entire basement for 4 months causing the floor to be ruined mold to grow and the drywall to be damaged which was not visible to the eye until the floor was so saturated that it began to squirt up through the flooring when we would walk in the basement. Upon investigation I found the water overflowing from the pump. I immediately called and had to have the emergency crew come out where their tech confirmed they never wired the pump up and he emptied the pump which was full of a thick slime which proved the pump never ran as well. he told me that he fixed it, and the pump was running. I called my homeowner's insurance and filed a claim to get this resolved after they were able to get the mold removed and the water dried up, I was able to begin the rebuild process. About three months later all of the dry wall and flooring and trim were nearly done. then *********** struck again the pump appeared to fell again water was cover the entire floor again under the new floor that was just installed the pump was just flowing over. I again had to call chapman and report that their equipment was not working, and it was flooding my basement again. This time the tech told me that the pump was wired but the float that send the signal to drain the water from the pump was not wired correctly, causing the flooding so now for the second time in 7 months their equipment has flooded my basement twice. I told chapman I don't care what they have to do but I refuse to let this happen again. I had to file another claim through my homeowner's insurance. My ins( please see the email I sent to finish these details.)

  Business Response

  Date: 12/05/2023

  Chapman acknowledges that damage to the basement has occurred as a result of a leak from the **** system.  Steps have already been taken to prevent this from occurring again.  The damage has been repaired and the repair costs are now being worked out thru our respective insurance providers.