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Business Profile

Plumbing Supplies

Lute Supply

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/14/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 licensed HVAC contractor to install a new ***** heat pump on 10-13-23. The unit was purchased from ***** ******** ******* On 11-12-23, the unit would not work. The licensed HVAC contractor came on 11-12-23 to inspect the unit. He diagnosed the problem as the fan motor and housing had fallen apart due to a factory defect. When it fell apart, it destroyed multiple parts.
    Lutes was contacted by our HVAC contractor on 11-13-23. At this time, Lutes said he would get the parts in a couple of days. The parts did not arrive as Lutes stated and our contractor was told the next week, the parts would be expressed shipped the next day. This did not happen either. Since this unit had a very few hours, our contractor asked if they would give him a new unit to replace this unit or if they would take parts from the new units setting on Lutes store floor so he could repair our unit. Both options were rejected by Lutes. After multiple phone calls and visits to Lutes store, our contractor gave us Lutes' phone number and permission to call because he could not get any resolution to getting a heat source for our home. We called Lutes and they said they'd check on it; but, they needed to talk to the HVAC contractor even though he has talked to them multiple times. We also called ***** customer service and they said might be able to get a truck to get parts to them in 10 days. Now, after over 4 weeks, we still do not have any heat! We would appreciate any help you can give us because after spending $5800, this is not acceptable for anyone, let alone disabled senior citizens and they should get this resolved. This definitely is not our HVAC contractors fault as he has repeatedly tried to get our heat source fixed. Since we bought a unit with a 10 year warranty, we would expect better customer service from Lutes and ***** and we actually, deserve some compensation as well. (Our receipt show the date/and installer. He has the receipt to Lutes.)

Lute Supply is NOT a BBB Accredited Business.

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