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Business Profile

Heating and Air Conditioning

Arlinghaus Plumbing Heating & Air Conditioning

Complaints

This profile includes complaints for Arlinghaus Plumbing Heating & Air Conditioning's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 18 total complaints in the last 3 years.
    • 7 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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 type

    • Initial Complaint

      Date:06/19/2025

      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.
      Arlinghaus came to my home for maintenance visit on 08/07/24. During that visit, they indicated I needed drain service and coil treatment, then I needed to replace my electric shutoffs. My unit began experiencing issues December 2024 and came back out for service. At that point I was told I needed a whole new system and that "I should do it right away, because laws were changing at the beginning of the year and I would have to pay WAY more money." A different salesperson came to my house and quoted me for 3 different systems. Based on their expert recommendation, I went with the midrange model. After installation, I had to call them back out about a week later, because the new thermostat wasn't working correctly. I was also told at installation, my system would run quieter and the flow of air would maintain evenly throughout my condo. The unit ran like a train, I couldn't sit and talk with guests at my dining table, and sometimes had to turn my tv up so loud it was absurd. The thermostat is set at 75 and would shut off when it read 74. I called Arlinghaus and talked with a Customer Experience person who was "understanding" and sent a "seasoned" tech to look at my unit. When he came he did some adjustment that made the system run quieter, but said it was my fault that the thermostat is sensitive due to the location of my vents. This was never discussed with me by the salesman not the person who installed the new system. As of today, my thermostat still doesn't read properly and the bedrooms on both ends of my condo are so warm I need to run fans to keep it cool. I'm aware that there are issues with this company and its employees and was told by a former employee that they are required to make a sale or they're "dinged." I expressed this to the Customer Experience person on the initial call who said they would look into it. She called me and I called her back after the "adjustment" but she has never returned the call. I was oversold on this system.I want a refund

      Business Response

      Date: 06/26/2025

      Ms. ****** has been a
      customer of ours for little over 2 years. 
      In May of 2023, she signed up to part of our maintenance program.

      On 8/27/24 -we came out to do
      our bi-annual Cooling HVAC maintenance and her annual Plumbing inspection.  During those vappoitments technician review
      with customer purpose for being there and if customer have any concerns about
      the performance of the system, air quality concerns, energy concerns, and would
      they like any information about new HVAC product, for example Wi-Fi
      thermostats.  Technicians performed maintenance
      and provided written recommendations to customer.  Customer approved cleaning and pulling the
      blower motor due to dirt, dust, and debris on the equipment.  Coincidently when we did customer heating
      maintenance on 1/17/24 the technician recommend cleaning the blower since it
      was dirty then.  At that appointment
      customer advised that she had recently had her duct work cleaned by a duct
      cleaning company since the ducts were dirty and dusty.
      During the Plumbing
      inspection on 8/27/24, technician identified that the hot and cold water shut
      offs had scaling build up on them. 
      Customer agreed to have them replaced.
      **I can supply these written
      recommendations if needed.***

      12/5/24 -we came out to do
      our Bi-annual Heating HVAC maintenance.  Technician
      followed same process as stated above and provided recommendations based on
      findings.   Customer advised technician that she would
      like to get quote on a new system since the unit was 15 plus years old.
      12/5/24 – Project manager
      went to customer home.  Met with customer
      to review purpose of call.  Took measurements
      of home and other data to do a load calculation on home to determine HVAC
      sizing.  Presented 3 options to customer.  When presenting project manager advised
      customer that on 1/1/25 the EPA American Innovation and Manufacturing Act of
      2020 was being implemented.  This new legislation
      would change the refrigerant used in HVAC systems from R410a to R454b and R32.  HVAC system would have mechanical changes to them
      to be able to use the new refrigerant.  Manufactured
      notified contractors that these change would have impact on HVAC equipment pricing
      between 7%-18%.
      After reviewing with customer,
      the 3 options and the fact that price increases were coming 1/1/25 customer
      approved replacement of HVAC system.
      12/6/24 – System was
      installed with exception of Wi-Fi set up on thermostat.  We returned 12/7/24 to do Wi-Fi set up.

      5/19/25 – Customer called and
      said systems was not working.  This was
      the 1st time customer  had called
      Arlinghaus since 12/7/24.
      5/21/25 – We sent our technical
      supervisor out to do a thorough evaluation.  
      Supervisor tested HVAC unit operation and found it was operating to
      Manufacture specifications.  He reviewed
      with customer.
      5/27/25 – Customer Manager
      attempted to contact customer to check on status of system operations.  Left VM
      6/4/25 – Customer called back
      to speak with customer service manager. 
      At the time of call customer service manager was not available.  Customer service manager did try 2 times to
      call customer, phone would ring and then go disconnect ( on 6/4/25 we did have
      phone issues on our end for about an hour). 
      During that time customer service manager called out on her cell phone
      with no answer.

      We did not have any contact
      from customer until we received the BBB complaint from customer until this
      complaint on 6/20/25.

      6/23/25 – Customer service
      manager contact customer regarding concerns. 
      Customer service manager offered to have technical supervisor back out
      to check operations of system again. 
      Customer advised she did not want us back out.

      I want to advise customer
      that system has 10-year parts warranty with Ruud manufacturer (certificate was
      sent 1/9/25) and 10-year Labor warranty with Arlinghaus.  On the warranty terms, Arlinghaus provided to
      customer on quote and invoice this information in writing. For customer to
      maintain Ruud parts warranty customer must have a licensed HVAC company provide
      maintenance to system one time a year, per Ruud manufacturing warranty
      policy.  For customer to maintain labor
      warranty Arlinghaus must maintain HVAC system per the terms of the agreement.

      I am offering the customer a 1-year
      membership with Arlinghaus at no charge.

      Business Response

      Date: 07/09/2025

      BBB,

      We pride ourselves on being
      accredited with the BBB and an A+ rating. This complaint against Arlinghaus Plumbing,
      Heating, and Air is baseless and not true.

       On 12/5/2024 customer annual heating tune up
      was performed.  The HVAC service technician
      gave the customer written repair recommendations.  Customer did want to move forward with repair
      recommendations; she requested replacement options.  Project manager met with customer for
      approximately 2 hours taking data about the home and answering questions from
      customer about system options, equipment accessories, tax credit qualifying systems,
      refrigerant changes effective 1/1/2025, etc. 
      Project manager then gave customer 3 options.   Customer decide to move forward with one of
      the options and an install of HVAC system was schedule for the following day on
      12/6/2024.

      The customer claims she called
      us multiple times after the install on 12/6/2024.  The customer service software we us records
      inbound and outbound calls.  On 12/7/2024
      we received 2 inbound calls from customer regarding thermostat and message on thermostat
      that system was not heating.    We returned both calls and set up a time
      later ,on 12/7/2024 for a tech to come back out and address the thermostat message.  Technician arrived at approximately 12:15 pm
      on 12/7/2024 and found that the Wi-Fi on thermostat was not connecting to
      customers router.  Technician resolved
      the Wi-Fi connection and tested the operations of system and noted system was
      operating per manufacture specifications.  
      Customer did not call us again regarding any issues until 5/19/25, over 6
      months later (a screen shot of call records attached).  Which we responded to and had Arlinghaus
      technical supervisor at customer home on 5/21/2025 to check operations of
      system.   The technical supervisor made minor
      adjustments to air speed set ups.  Tested
      operations and noted system was operating per manufacture specifications.


      BBB we respectfully dispute
      the customer claims in this complaint.

      Customer Answer

      Date: 07/22/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, Please close this matter and I will no longer support this business nor refer anyone I know. 



      Regards,



      ********* ******
    • Initial Complaint

      Date:05/16/2025

      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 comitted on legal pad paper & verbally to install a ******** @93% effience heating unit. They supplied an 60,000 btu unit.
      I contacted the business on several occations to get the whole contract & to find out what the plan is to correct the situation. No reply. Only when the permit papers for inspection were submited is when the size of the unit was identified. The full contract was not recieved. This is not what they told me & the unit is the wrong size to adequately air condition and heat the upstairs.

      Business Response

      Date: 05/19/2025

      *** ****** has been contacted.  An appointment has been scheduled for 5/23/25 to do site visit and inspect equipment installed at customer home.

      Customer Answer

      Date: 05/23/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

      I had a temperature the day before and asked that they allow the appointment to be rescheduled. Called Arlinghaus twice asked to speak with person who reached out to schedule the original appointment. Was told they were not taking my calls. I have not received a text or call on a rescheduled date. 





      Regards,



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

      Business Response

      Date: 05/27/2025

      A site visit was rescheduled for 5/29/25. 

       

    • Initial Complaint

      Date:04/02/2025

      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 11/27/24 this company replaced my sewer line at the cost of $8821.42. When the workers left the ground was leveled, everything looked good and I paid them. Over the following 2 weeks it rained and the ground sunk leaving me with a nearly 10" deep ditch. I contacted them and was told they would wait until it had fully settled. It has been over 4 months and my messages go ignored. I can't access the area because of this nearly 3' wide 50 ft long 10" deep ditch.

      Business Response

      Date: 04/07/2025

      *** ********* has been contacted.  A site visit is scheduled for 4/11/2025 with company Plumbing Manager.
    • Initial Complaint

      Date:03/24/2025

      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 called Arlinghaus to provide yearly maintenance of my furnace at my new home. I am a member of their happy home club. I purchased a Furnace and Air Conditioner from them in October of 2024 for my previous home. They do have good customer service at installations and follow up of installs.
      I am not sure what the HVAC technician did at the 1.5 hour visit.
      He did not change the air filter, he did not clean the furnace, nor did he provide a summary of what he actually did. Please see picture of furnace below. I observed him walking out of the house twice and heard him talking on the phone a few times.
      After he finished he wanted to have a serious, sit-down conversation with my wife.
      This was the first fear tactic used in order to try to convince us to purchase a new furnace.
      He told me that my furnace was producing more than 2000 ppm of Carbon Monoxide and that I had a failed heat exchanger. Please see picture of the report below. He than proceeded to place a red tag with the 2000 ppm carbon monoxide stating that the equipment was dangerous to use next to my thermostat, yes not the furnace, the thermostat.
      This was a very similar situation to what they did with my old house.
      After he left his supervisor called me and told me that the technician thought I wasn't taking him seriously. He also told me the carbon monoxide detectors I had in my home may not be adequate.
      I have working low level carbon monoxide detectors in a few areas in my home, nothing has been triggered in the past two weeks or within the time the technician has left.
      I realize now that this company is not in the business of servicing equipment, but they are set up to only sell you new furnaces and use fear tactics to sell you new equipment.
      I feel like I was scammed into buying a 12k new furnace from this company at my old home, when the equipment was old but operable.

      Business Response

      Date: 03/25/2025

      On 2/6/25 an Arlinghaus Plumbing, Heating, and Air technician visited *** ******* home for a complimentary system check.  *** ******* had a 30+ year old,
      natural draft furnace in his home.  During our inspection we found the furnace to be in poor operating condition.  While performing a
      thorough evaluation, the technician discovered in excess of 2000 parts per
      million of Carbon Monoxide (CO) in the flue from his Carbon Monoxide Analyzer, in addition the technician used his camera to scope the heat exchanger in the furnace.  Upon inspection he found cracks and rusted out areas indicating a failed heat
      exchanger.  A failed heat exchanger can also allow Carbon Monoxide to leak inside the furnace cabinet and potentially out if the flue gets blocked or is not venting properly.

      According to the American National Standards
      Institue (ANSI), CO in the flue is ideally under 100ppm and an appliance should
      not be operated above 400ppm.

      Our technician, by company policy, HVAC industry best practice, and in the homeowner's
      best interest, red tagged
      (condemned) the furnace and when trying to explain the situation, felt
      as though *** ***** was not understanding the severity of a failed heat
      exchanger.

      After the technician left, he called his manager with his
      concerns.  A manager spoke with *** ***** and the response that was received was
      much the same.  He did not seemed concerned about the safety of his
      furnace because he had CO detectors in the home.

      Customer Answer

      Date: 03/25/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

      The business did not provide a refund for wasting our time. Again the technician did not provide any service. An alternative industry grade CO meter found a lower reading in the flo under 100 ppm. Both the technician and supervisor were using fear tactics in order to convince me to purchase a furnace. He went as far to try to convince me that my CO monitors were not sufficient.




      Regards,



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

    • Initial Complaint

      Date:11/27/2024

      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.
      We had an unsatisfactory experience with this business, canceled our subscription and asked for no further contact from them.
      We continue to get phone calls from them soliciting services.
      We want to be removed from their phone list and receive no more calls.

      Business Response

      Date: 11/29/2024

      Customer account has been noted and changed to:  Do Not Call, Do Not Email, and Do Not Mail.

      Dan S******

      Operations Manager

    • Initial Complaint

      Date:07/25/2024

      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.
      In approximately July of 2022 I contacted Arlinghaus because my furnace broke down. When the salesperson came to the house, they stated that since the AC unit was old, it would be cheaper to get them both replaced at the same time. The salesperson quoted $17,674.03 and with that I would get a new furnace and AC unit that would be “better than what you have now”. From there, it has been a constant series of issues, from the unit having to be replaced, damage that was done to the side of my house during installation (that I was not informed of), unsafe wiring of the unit to breaker (over-riding breakers ability to kick-off) that I paid an electrician to do properly, a PVC pipe found hanging from ceiling because no adhesive was used during installation and it fell apart, and my MAIN concern of humidity in the home of up to 90%. Last summer, in response to humidity issues they wrapped my vents in aluminum insulation. Installer stated that it would not resolve issue and the insulation will “eventually swell up and fall off”. I pay the monthly maintenance fee and every single time a service is provided, it is suggested that I spend $$$$ more and no issues were found or corrected. I am being told I need a $3k dehumidifier added for the humidity issue. I am told I need my kitchen floors insulated in the crawl space because floors are too cold for bare feet in the winter. I called 17 days ago for someone to come out, AC unit is making noise. I was told a request was sent for manager to contact me. When the tech came 2 weeks ago, I was told it was most likely because of humidity. We noted at that time that vents insulation has swollen enormously and hangs down full of water. The floor is covered in water, which technician stated seemed like I had a basement dampness issue but no dampness near walls, only underneath vents that are swollen with water! Water runs out of wall vent in living room. I want what I paid. I should not have to spend more $$$. Manager has not contacted

      Business Response

      Date: 07/31/2024

      Arlinghaus Field Service Technical Support Leader and lead technician is scheduled for site visit on 8/1/2024.

      Customer Answer

      Date: 08/07/2024

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.


      Regards,



      ***** *****

      8/7/24 per customer call to BBB the business did come out on 8/1 and said they'd be in touch about repairs etc. but she's heard nothing to date.

      Business Response

      Date: 08/09/2024

      Followed up with customer and reviewed site visit that she had with Arlinghaus Technical Support Supervisor.  Customer is contacting contractor to seal foundation issues that are allowing outside air to come into home.  Once those issues are resolved customer will contact Arlinghaus to do site visit and measure humidity.

      Customer Answer

      Date: 08/22/2024

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.


      Regards,



      ***** *****

      Customer Answer

      Date: 08/22/2024

      We are in the process of working this out. I had a contractor seal the coal shoot last week with a concrete cap. Today, a second contractor is scheduled to come and work on the crawl space access with a door. I will contact Arlinghaus as soon as the work is completed to discuss further action. 

      Thank you, 

      ***** *****

       

      Customer Answer

      Date: 09/05/2024

      The last communication from Arlinghaus suggested the issue was with the stone structure of my basement and the fact that the foundation was not sealed. This was the first time anyone mentioned that this could be what was causing the 91% humidity in my home. 

      I contacted two different contractors and one placed a concrete cap over the entrance to the coal chute where previously there had been an old wooden lid. The second contractor constructed a seal over the crawlspace opening that previously had been covered with plywood. Once this work was done, I contacted Dan S******, Operation Manager for Arlinghaus yesterday 08/29/24 and he scheduled a visit today. 

      At today's visit, humidity was measured at 61% which is a great improvement and an acceptable level of humidity. I am now happy with the humidity level in my home. 

      While I am disappointed it took two years and several visits to finally tell me what I should have been told upon purchasing this Heating and Air Conditioning system, at this point I am satisfied with the service I received and wish to close the complaint. Andy T**** was the technician who came with Dan S****** and he really knows his stuff. 

      Thank you for your time and assistance in helping me to resolve this issue. 

      Sincerely, 
      ***** ***** 
      *** ******** ***** 
      ****** ******* *****
      ***** *****

      I already told Dan S****** I would be closing the complaint, so whatever is normally done is fine.

      Thank you!
    • Initial Complaint

      Date:06/29/2024

      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.
      Homeowner (HO) contacted Arlinghaus due to an issue with an Arlinghaus installed HVAC system. The heat pump was shutting off in the middle of the day and the system was not cooling the home. An Arlinghaus technician arrived at the home on 6/18 and stated that he "thought" the capacitor had failed. The capacitor fell under the 10 year parts warranty, but HO was advised that the part would not be covered under warranty because HO did not pay Arlinghaus annually to perform maintenance. HO agreed to the capacitor replacement and labor charges and paid the balance due at that time. On 6/20, the HO experienced the same issue, as the heat pump shut off in the middle of the day and the unit was not cooling the home. HO contacted Arlinghaus and a technician arrived on 6/21. The technician "thought" that the thermostat may be the issue, and reset the thermostat. HO was advised that an additional $69 dollar diagnostic fee would be charged. HO advised that they did not feel they should have to pay an additional diagnostic fee and was informed by the technician that "they" stated it was a separate issue. HO paid the fee. HO's son, on behalf of HO, contacted Arlinghaus on 6/21 and requested to speak with a manager or the owner and was told that he would receive a call soon. A call was not received. HO's son contacted Arlinghaus on 6/22 and requested to speak with a manager or the owner and was told that he would receive a call soon. As of this date, 6/29, a call has not been received. HO is a senior citizen on a fixed income that does not understand and is uncomfortable dealing with home repair businesses. The Arlinghaus technician misdiagnosed the issue on 6/18 leading to an unnecessary capacitor replacement and $300+ charge to the HO. Then the HO was charged an additional $69 to diagnose the same issue. HO is requesting a refund of the additional $69 diagnostic fee.

      Business Response

      Date: 07/05/2024

      Resolution with customer has been reached.
    • Initial Complaint

      Date:06/20/2024

      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.
      On 10/23/2024 my girlfriend called Arlinghaus Plumbing to resolve a clogged bathroom sick. The company spent a total of 3 partial days at our home, charging us a total of $2,112.06 and the sink never drained right and within 3 weeks we had standing water again. During their time here they said they "jetted" the line to clear it out. Since our toilet and shower both drain fine, I do not believe they provided this service and am asking to be refunded the amount we were billed for the Jetting. $1,048.50. The sink holds water to the point every couple of weeks we have to take it apart to get rid of the egg smell and we will have to find a reputable company to resolve the issue. I have tried to resolve this on my own, but they have not returned my calls or emails. It was not until a recent update on my email system that I now understand why. they have blocked me from being able to reach out. When they reach out to my girlfriend to solicit additional business, she shares the problem and ask them to reach out to me to resolve, still crickets.

      Business Response

      Date: 06/28/2024

      We have responded to the concerns of the customer.  Had a site visit from our plumbing manager.  Scheduled next week to do some additional work auguring and jetting at property.
    • Initial Complaint

      Date:06/07/2024

      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.
      On 5/23.2024 when arlinghouse heating A/C came to our house because the A/C was not working. A little background we had purchased a whole new unit from them 6/2021 which costed $12,000. So less than 3 years. The two people who came out for this issue first told my daughter that the unit was completely froze up and they would charge us $240 for the diagnostic. I have all paperwork etc. so they spent four hours here and the technician came back and said that there has to be a leak because it was a level two which costed another $448 to refill the coolant that was missing from the unit. They said this was a huge leak and then they wanted to charge her another 189 to put a dye in the AC unit to find the leak. At this point, I was frustrated because they had said none of this was covered under their warranty because we didn’t get a yearly maintenance visit from them. So in a unit that’s less than three years because we didn’t have a yearly maintenance with them. Nothing was covered under the labor warranty. They said they could not find the leak and at that time we had paid $682 and I told them just go ahead and leave because this was so frustrating there shouldn’t be a leak with a unit that was less then three years old. They could sense my frustration. So they told my daughter that it was going to happen again it was just a matter of time that I was gonna freeze up again. At this point, we contacted somebody else to come out here. He was here a total of five minutes and diagnosed the problem and said it was from the time of install, and these people are complete scam artist. It should not have taken four hours for two people to play around and not find the leak in which he found it in less than five minutes. So I paid another company to fix the problem within 45 minutes and which this company played around and never fixed it and charge me $700. This should’ve been covered under warranty, and the other company said it was a problem from the get-go. We have pics

      Business Response

      Date: 06/13/2024

      We provided a service call on
      5/23/24. Customer reported that system was not cooling. A  KY HVAC
      licensed journeyman was dispatched to the customer’s home.  Upon arrival
      neither owner was at home. The owner’s daughter was home. Our technician
      started his evaluation of the system and found the evaporator coil was a block
      of ice. He advised daughter that to check refrigerant pressures he would need
      to melt the block of ice, and this could take an hour or two. He could then
      determine if the system was low on refrigerant.  The daughter agreed for
      this work to be performed. Once the evaporator coil thawed out the technician
      tested refrigerant pressures and found the system to be low on
      refrigerant.  Daughter approved of the adding of refrigerant to the unit
      to provide cooling. The technician recommended putting dye in the unit to try
      and locate the location of the leak.  Daughter asked parents who opted out
      of doing the dye. Daughter advised technician that father and brother would put
      dye in the system.  The technician left once home was cooling again. Technician
      was on site for 3 hours and 49 minutes.
      Several recorded follow up attempts by Arlinghaus to review the
      status of cooling were made. Customer did follow back with Arlinghaus on
      5/30/24, stating that they had found someone else to do repairs. Arlinghaus
      offered to send HVAC Field technical support supervisor home. Owner advised if
      he could be there in an hour then come out.  Arlinghaus could not make
      that appointment in that time frame.
      Regarding the warranty, the unit still has a manufacture parts
      warranty for 10 years. Any licensed HVAC company can get parts under that
      warranty.
      The customer received documentation and information
      regarding the requirements of what was required to retain 10-year labor
      warranty with Arlinghaus Plumbing, Heating, and Air Conditioning in advance of
      installation and at installation. The owner did not fulfill those requirements.
      I understand that the customer is not satisfied. To resolve
      this complaint, I offer a refund of $687.89. This is the amount charged for the
      service call on 5/23/24.

      Customer Answer

      Date: 11/20/2024

      ***** ***** and the duplicates



      Complainant's hubby called to advise resolved and refund received:

      Customer Answer

      Date: 11/20/2024

      ***** ***** and the duplicates

      Hi,
      Complainant's hubby called to advise resolved and refund received:


    • Initial Complaint

      Date:05/28/2024

      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.
      Schedule routine HVAC service. I am a member of the club that provides priority service and other perks. Technician did the service and find two issues. One was resolved by replacing a part, which I paid for. The other is under extended warranty, which comes with the membership. I was told that part was back-ordered and they'd contact me when it comes in. That service was done May 7, 2024. After almost a month of waiting, I called and they updated that the part will be in the end of May ,,, Today I called again and was told it will be mid-June. By then it will have been over a month without AC, and it is summer. Had I not been proactive would I have been updated with status. I was being proactive to begin with by scheduling service before things got hot. Very upset.

      Business Response

      Date: 06/11/2024

      We have contacted customer and advised we have located part.  We are scheduled for repair tomorrow morning.  

      Customer Answer

      Date: 06/19/2024

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 



      Regards,



      ***** ******

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