Complaints

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

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  Arlinghaus Plumbing Heating & Air Conditioning

  40 Cave Run Dr Erlanger, KY 41018-1840

  
• 

  Arlinghaus Plumbing Heating & Air Conditioning

  11575 Goldcoast Dr Cincinnati, OH 45249-1633

  

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:05/06/2024

  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.

  Not honoring labor warranty.
  
  I trusted Arlinghaus for years, but am very disappointed in their lack of customer service in recent years. Their service people have become more sales people pushing additional products vs making recommendations. They do not explain their warranty stipulations at the time of purchase and bury it in the paperwork if it appears at all. I have 4 months left on the labor warranty but they have refused to honor it and their costs now are much higher than other companies.

  

  Business Response

  Date: 05/10/2024

  We have reached an agreement on the nature
  of the complaint with customer. 

   

  Dan S******

  Operations Manager

  Customer Answer

  Date: 05/10/2024

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

• Initial Complaint

  Date:04/18/2024

  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.

  I telephoned Arlinghaus HVAC for routine biannual service. I called and made an appointment for the 16 April. A few days before this appointment, I received a call and was advised that Arlinghaus was having problems and did not have the technicians available for this date and could I reschedule. 16 April. I did not have a choice and the 16 of April was appointed. On the 13 or 14 I recieved a phone message to call Arlinghaus at my soonest. I called on and was told that there were technician problems again and now the appointment was moved to 18 April. The appointment time was not given-- meaning I had to wait around all day and not even a ballpark figure. On 18 April, I was waiting for a call to advise me when the technician would show up. I received a call after 1030am to tell me there were too many emergencies and the appointment had to be rescheduled. Since the highest temp that day was 80 degrees, I disputed this with Deanna. I purchased the HAC units from Arlinghaus with the expectation of service in a timely fashion. They have a A+ BBB rating. I find this hard to believe considering that this same scenario happened last spring too. They stated they would not charge me for the service but I would rather they show up when they have scheduled with me. The other issue is no time frame other that the date. I find this very unusual since most companies give you an idea of morning, afternoon or later. I honestly believed this company had integrity but now have serious misgivings about them.

  

  Business Response

  Date: 04/25/2024

  We contacted Ms. ********* and reached an agreeable resolution to the complaint.

  Contact me if you have any questions.

  Dan S******

  Operations Manager

   

• Initial Complaint

  Date:02/28/2024

  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.

  Very disappointing. Our first thought of Arlinghaus was great! but we came to find out what the salesman sold us was not true. He told us that we have the most up to date system and that it would qualify for a tax credit, well it does not! and the salesman no longer works there to verify this (how convenient) and when i was talking to Dan, he made me feel like I was not being honest and said " I don't want to admit fault, but what we can do is give you 3 years free maintenance checks!" we are now out $2600 due to it not being eligible, we probably would not have replaced the entire unit and added a heat pump if we need, we would not be getting anything back. BUYERS BEWARE! I fell since we should have received this credit for 3 years, I think it is, Arlinghaus should refund us the money we are going to have to pay and miss out on which is the $2600.

  Customer Answer

  Date: 03/07/2024

   
  
  Thank you for the update,  they reached out to me yesterday,  but we have not came to a resolution yet.
  
  ******** ****** 
  

  
  

  

  Business Response

  Date: 03/07/2024

  *** *** **** ******,
  
  This is in response
  to your concerns of the duel fuel heating and cooling system you purchased from
  Arlinghaus. You have stated that you were told by your sales person that the
  system you were presented and purchased would qualify for a tax credit. After
  further review I have personally looked into this and I cannot find anything in
  writing from Arlinghaus that states anything about the system you purchased
  would qualify for a tax credit. I have looked on the proposal and invoice,
  there is nothing that states from Arlinghaus that the system you purchased
  would qualify for a tax credit. There were big changes in tax credit ratings
  from 2022 to 2023 that limited manufacturers heating and air conditioning
  equipment qualifying for tax credits. The Air-Conditioning, Heating, and
  Refrigeration Institute, AHRI did not come out with the documented ratings for
  equipment until roughly March of 2023. With this happening Arlinghaus as a
  company did not offer tax qualifying equipment until the last quarter of 2023 when
  manufacturers started to have product that would qualify. I have also spoken
  with the Sales Manager at that time concerning the possibility of anyone on his
  sales team promoting tax credits in the first 3 quarters of 2023 and he assures
  me that it was not due to the limitations of qualifying equipment.  
  
  It is very important for
  me, as a company, to make sure that we are very thorough on everything, so that
  mistakes don’t happen.
  We are in the business of
  delivering the best 5 star experience for our customers and being thorough is
  key, with that being said, I have no reason to think that we were not thorough
  on the complete sales process with The ****** Family.
  
  Your relationship with our
  company is very important to Arlinghaus and hope that you are able to see our
  side.
  
  
  Sincerely,
  
  Brian Arlinghaus
  Owner
  

  Customer Answer

  Date: 03/07/2024

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

  Customer Answer

  Date: 03/08/2024

  The owners of Arlinghaus got a lawyer and I was sent a an email to stop or they would sue me for liable and slander they called me a liar a few times in the email,  I didn't lie but I can't afford to be sued either.

  Customer Answer

  Date: 03/08/2024

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

   

  They threatened me with a lawyer, I'm not happy about the outcome at all but there is nothing I can do, they are lying.

  Customer Answer

  Date: 03/19/2024

  The business had an attorney send me and email Stating that if I did not removed the "false" statements they would sue me for liable and slander.  My statements are not false, but I can't afford to be sueid. My issue was not fixed, but I don't think there anything I can do about it. 
  

  
  We would like them to give us the money we are losing which is $2600 for our tax credit we were told we were eligible for.
  
  Please see attached message from our tax person ****** *****.

  ******** ****** 

  

  Business Response

  Date: 03/26/2024

  I am replying to BBB representative request to clarify information regarding this complaint.  

  At no time did Arlinghaus advise or put in writing that the 3 HVAC replacement options offered to customer would qualify for a tax credit. 

  I reviewed all paperwork associated with this customer HVAC purchase (proposal, work order, project manager notes, and invoice).  There is
  nothing in these documents that states from Arlinghaus that the system customer purchased would qualify
  for a tax credit.

  From 2022 to 2023 there were big changes in tax credit requirements, that limited manufacturers heating and air conditioning equipment
  qualifying for tax credits. The Air-Conditioning, Heating, and Refrigeration
  Institute (AHRI), did not come out with the documented ratings for equipment
  until roughly March of 2023. With this happening Arlinghaus as a company did not
  offer tax qualifying equipment until the last quarter of 2023 when
  manufacturers started to have product that would qualify.
  
  It is very important for me, as a company, to make
  sure that we are very thorough on everything, so that mistakes don’t happen. 

  Arlinghaus has been in business for 15 years and we take pride in having a good BBB rating and online reputation with other consumer online platform that connects consumers with Arlinghaus.  When the customer sent email to me regarding contacting other online platforms and spreading misinformation about Arlinghaus i had to protect our company name.  This email has been submitted to BBB at [email protected] 

  Please contact me if you have other questions.

  Regards

  Customer Answer

  Date: 03/26/2024

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

   

  I had a complaint filed, and it is no longer showing? I did not come to a resolution, last I heard BBB was waiting on a response from the business. All we are asking for in a refund I'm the amount of $2600 to cover our losses due to thier salesmans miscommunication
  

  
  

  
  

• Initial Complaint

  Date:12/27/2023

  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.

  On 12/4 Arlinghaus, during a free furnace servicing I was told my furnace was unsafe & shouldn't be turned back on. Finance person came out, gave an estimate & I agreed to next day installment. Installment was a nightmare, flashing alarm on thermostat, gas fireplace & hot water heater not re-ignited, even though I asked installers to check on, prior to leaving. Was told furnace would not be as loud (ended up being louder), went without hot water for 3 days, until a family member could ignite the hot water heater. Ended up with another smaller, cheaper furnace installed, to lower noise level. Have a vent placed to apparently decrease static, which makes my utility room extremely warm. The list goes on. I was offered a $250 service agreement for my troubles..I feel a price reduction for my days of inconvenience would be more fitting.

  

  Business Response

  Date: 01/03/2024

  Refund options have been discussed and emailed to customer.  Waiting a reply from customer.

   

  Dan S******

  Operations Manager

   

• Initial Complaint

  Date:10/06/2023

  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.

  On June 6th I had a air conditioner and furnace installed since then I have had someone out to my home because my bedroom wasn’t cool and I had to run fan at nite!!! There suggestions were to buy room darken blinds as I ordered them they added a vent at top of my wall still no help!!! I had to have work inspected per there request electrical work didn’t pass so they had to send out electrician to bring it up to code so they sent someone September 26 th after he was here about a hour I showed him outside until for air he found nothing wrong I told him inspector said outside unit wasn’t grounded!!! After I told him that he said you are right it isn’t grounded!! I ask if he had a copy of inspector report he said no and that he would have to come back on Thursday which he did however still no inspector report!!! They were here all day!! So I contacted Arlinghause to see if we could work something out since my friend got the same units I got for 5000.00 less and we both have 2 bedrooms ranch they told me no they will only pay me 500.00 towards blinds since they told me I needed them and they would insure my room was cool!!! After 4 months they haven’t been able to accomplish this!!! What I am looking for is make sure whole house is cool and get the same price as my friend I don’t want anything for free. However I am 71 and on fixed income!! I don’t think that is to much to ask a fair price after months of aggravation

  

  Business Response

  Date: 10/13/2023

  Customer and Arlinghaus have reached a resolution.

  Customer Answer

  Date: 05/16/2024

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

  Problem:
  I bought a furnace and air conditioning system last May after it was installed I had to have them back once a week for about two months. Because I have a small 2 bedroom ranch and one bedroom wasn’t getting any air at this point I was very concerned but was told there was nothing more they could do! Not happy but what was I going to do. Now it is May of this year I turned on my air conditioning and it doesn’t work keep in mind I am suppose to have a ten year warranty they did send some one yesterday he told me compressor is out and he charged me for the visit 49.00 told me he would go back to office check when I could get a repair it has been a day and half no call!! I am very unhappy with what they installed I think it’s a faulty equipment!!! This has been a nightmare I paid more than 10.000 for this! Please help I am a senior on fixed income
  
  Desired Resolution:
  Replacement

  Problem:
  I sent this in a week or so ago haven’t heard back from anyone so I am sending again! I bought a furnace and air conditioning system from Arlinghause last May and it took them quite awhile to get some air to master bedroom I have a small 2 bedroom house! Now I started up air conditioner and it doesn’t work! I hard some one come out and told me the compressor is out!!! This is crazy with new units! I paid more than 10.000 dollars for this
  
  Desired Resolution:
  Replacement

   

  Problem:
  I have already written to you regarding this problem with no luck from Arlinghause! Again I bought a new furnace and air conditioning system last May and for the first few months they were here every week trying to make every room cool! When they finally had done all they seemed to think they could do the weather had changed and it was cool outside! The first time I tried to use it again it didn’t work I had a repair man come out and he said it was the compressor he didn’t have one it would have to be ordered! Second repair man came to install compressor and he said it wasn’t the compressor it was a leak which he said he fixed! Then it got cool again so I didn’t notice anything with the air, then it got warm again so I had to turn it on again and it wasn’t working!!! So I had yet another repair man come out this pass Saturday May 4th and he checked and said maybe it needs more freon then he said no it doesn’t need that it was some kind of flap on system that was closing on it’s own !! Ask me if I was aware of this and I wasn’t!! I am totally upset with this company I am wondering if it was a new system!!! I am a senior on a fixed income any help you can give me will help!! As I paid over 10 thousand for the work
  
  Desired Resolution:
  Billing Adjustment
  
  

  

  Business Response

  Date: 05/24/2024

  *** ********,
  
  I know we have
  made several attempts to discuss your concerns and have not been able to do
  so.  I apologize that we have not been able to connect due to our schedule
  and yours.  The purpose of our calls is not to be argumentative but to get
  the facts discussed and to answer your questions.  I am recapping the AC
  concerns you have had.
  
  We have advised
  you for many months that the trunk line and zoning for your home that the
  previous owner was not designed correctly for your house.  In October we
  made some duct modifications to the trunk line near the return drop and plenum
  above the evaporator coil, eliminated the 3 zones, added a supply run to a
  bedroom and made return modifications to the return in bedroom.  We also
  tested the system after work was completed to verify it was operating to ****
  manufacture specifications.  This work was completed by HVAC installation
  manager and Senior Lead installer.   We did this work at no cost to
  you.  In addition, we provide 2 years (4 visits) of preventative
  maintenance and gave you money for customer satisfaction.  You agreed that
  this was satisfactory.
  
  4/16, you
  contacted us in the afternoon regarding your home not cooling.  We
  dispatched a technician in the morning of 4/17 to diagnose the issue.  The
  technician diagnosed a failed compressor.  The compressor was not in-stock
  at our supplier and would not be in until 4/22.   We installed a
  portable AC unit on 4/18 at your home to provide you with some cooling until we
  could get part in from supplier.  4/22 we had our senior warranty repair
  technician come to your home to install compressor.  While verifying the
  other technicians diagnosed, he discovered that the technician had miss
  diagnosed that the compressor had failed.  Instead, it was a leaking
  liquid line to the compressor that failed.  Senior technician got supplies
  necessary to repair and performed repair same day.  Tested system after
  performing repairs.  System was operating to **** manufacture
  specifications.  5/4 you contact office and advised that your home was not
  comfortable.  We dispatch technician on 5/4 to diagnose.  Technician
  found that system was operating to **** manufacture specifications.  5/14
  you contacted office and wanted to speak with manager.  You spoke with the
  customer service manager regarding your home not being comfortable again. 
  Customer service manager advised me of your call.  I contacted ****
  technical support on 5/14 and scheduled to have **** technical support
  representative, Arlinghaus HVAC service manager and Technical support
  supervisor come to your home on 5/16 and test system operations.  A
  complete test of the air conditioning was performed.  The **** technical
  support representative verified that the system was operating to ****
  manufacture specifications.  Recommendations were made that duct
  modifications to your existing might improve air flow and comfort.  On
  5/20 you contact office that home was not cooling, we attempted to schedule
  same day to have Arlinghaus field technical support supervisor back out, but
  you could not be home.  It was scheduled for Arlinghaus field technical
  support to be come out in the morning on 5/21.  5/21 field technical
  support supervisor diagnosed that the existing copper drain line that was
  existing and not installed by Arlinghaus was clogged.  This clogged caused
  water to back up into your system which cause AC to not operate.  We
  unclogged the drain line, thawed the coil, and made minor air speed
  adjustment.  Tested the operations of they system.  System was
  operating to **** manufacturer specifications.  This no cool was not
  related to the installation by Arlinghaus or **** equipment.
  
  I admit that
  the miss diagnosis of the compressor was an error by and that the liquid line
  failure a potential failure of the part or installation.  The warranty you
  have is to take care of these types of issues.  The existing copper drain
  line clogging had nothing to do with our installation or equipment. 
  
  I apologize for
  the inconvenience that you have had.  We will continue to stand by our
  warranty and customer service.  Would be happy to schedule a meeting if
  you would like to discuss further.
  
  Dan S******
  Operations
  Manager
  

• Initial Complaint

  Date:12/31/2022

  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.

  6/2021 maint. call on a/c. Found issues $2600 to fix
  7/13/21 rep explained if new ac was installed it would be best to replace original furnace as the new ac would not be compatible with furnace.
  7/14 $10,585 installed both
  2/24vent installed for air to flow freely without forcing. Making a whistling noise before the furnace clicked on
  Sent ***** copy of Feb. bill told him I was out 11 days.
  4/5 ****r on vacation
  4/8 text would contact me when he got back
  4/25 spoke w/****r feb bill was the same as 2021 bill reminded him I was out 11 days.
  5/24 text; Jan this is ****r with Arlinghaus first and foremost I wanna thank you for your patience yes we are extremely busy but yes you are very important customer to me as well we have been running this issue up the flagpole with the organization and looking to get a factory Rudd rep involved to see if there’s any other testing on the equipment that we can do that would explain the higher gas usage. I do not want you to be frustrated or to feel like you are not important because you are. allow me a couple more days to get this issue resolved”
  6/7: “This lady is still on in about this furnace up in Ohio I know that we spoke a while ago about trying to get Ruud involved but we need a Dan S approval I’m reaching out to see what you want me to do with this thing”.
  6/16 ****r w/3 reps came they checked thermo/furnace. Ruud rep wanted to check ducts but didn’t have proper tools another appt needed. told ****r avail only Tues/Thurs
  After they left I noticed my CO2 monitor was blank it had always displayed zero. tried to reset it. checked batteries found it had been tampered with as one battery was switched backwards by the technicians.
  6/17 ****r set 6/22 appt repeated I was not avail. His response: “Oh I forgot”. had office call to make appt. explained avail only Tues/Thur they would contact rep and let me know Over 2 weeks no call back. Resolve the issue or have the entire unit replaced by another carrier at their expense.

  

  Business Response

  Date: 01/09/2023

  Contact was made with customer on 1/3/23.  Appointment was set for 1/4/23 to go to
  customer home and address the customer concerns from the complaint and take
  readings from inspection and review with Ruud representatives.  1/4/23, Arlinghaus sent HVAC service field
  technical support manager and Installation field foreman to customer home.  Discussed customer concerns and took
  reading.  That information was presented
  to Ruud representative by HVAC Operation Manager.
  

  1/9/23 - Arlinghaus representative meeting with customer today to discuss solutions.

   

  **Tried to respond 1/7 and 1/8 but BBB online access was down**BBB representative reset access this morning**

  

  Business Response

  Date: 02/14/2023

  The customer is correct, we did not get to the appointment on the original date 2/8/23.  The field supervisor who was scheduled ran extremely late while working at another customer home.  We apologize for the inconvenience this caused.

  On 2/1/23, we removed the originally install 80% efficient gas furnace and installed a 96% efficient gas furnace.

  On 2/9/23, we had field supervisor come to check on the clicking and popping noise and seal any air gaps in duct work.

  We have Install manager scheduled for 3/16/23 to meet with customer and review performance of system.

   

  Customer Answer

  Date: 03/02/2023

  I am following up on an issue with Arlinghaus  with my furnace warranty.  I have spoken with ****r from Arlinghaus  and the issue has been resolved.  I have since received a corrected warranty with the appropriate warranty  coverage dates.

• Initial Complaint

  Date:10/22/2022

  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.

  Last year in June, we called them to look at our Furnace/AC because it was not pushing out cold air. They talked us into replacing our current system with a new $12k furnace and A/C, literally stating, "We are gonna install this with the peace of mind for you all that we won't be back in a year or two for the same issue. We do it once and we do it correctly the first ***e." This whole speech and we fed right into it. Had a great experience at first, thought we were paying for peace of mind since this was in a new home we just purchased in Jan 21'. When the weather was starting to warm up in March of this year, our system was not cooling down again. It had not been a year, and initially they wanted to charge us $90 to come out and look at it, since they stated it's been over 9 months since installation. However that's wrong, I had the receipt which showed the date as 6/2/21 for when we initially purchased the System; and installation was like a week or so later. So we had not even had it for 9 months before we were calling with the same issue we had initially! Why did we pay for a $12k system for it to break not even a year later for the SAME issue we had with our old one!? We call back to ask them to remove the charge since we realized it has not been 9 months, and she immediately changed it to 6 months. They did agree to disregard the charge later.
  
  However, they missed appointments twice, with no call. Had to call twice more to get a 3/15 apt. with specialist, they call on 3/15 to reschedule AGAIN! We had to wait till Monday 3/21. Technician came out and stated we were getting too much electric from ****.
  
  Called ****; **** said that our voltage is fine, they put a monitor on it for a week. Says voltage for our Ac is 208-230 or meter can go 240-250. **** says they have zero other complaints in the area of overvoltage. Monitored it all weekend, never went above 124. We gave the manager of Arlinghaus- ****** technician's #. Never heard back about resolution.

  

  Business Response

  Date: 10/28/2022

  
  ****
  ***** is customer on the account who signed quote for installation of HVAC
  equipment.
  *****
  ****** is owner on PVA
  
  Arlinghaus
  Plumbing, Heating, and Air Conditioning is a company that works hard to make
  every customer experience a positive experience.  When we have a customer that has mechanical
  issue, we work hard to find a resolution.  Normally the issue is a failed piece of equipment or installation
  error.  At this ***e, based on the
  information/data the **** technical field representative took on site visit, information/data
  we supplied **** technical field representative and factory support from our installation
  and site visits, and Electric/Utility monitoring information that electric/utility
  representative provided we have no information or data that supports a mechanical
  failure of equipment installed or installation error.  The initial monitoring / testing of
  electrical voltage coming into a home that is provided by an electric provider
  is not an HVAC industry standard to test on a residential base.
  
  Below is
  a ***eline of events based on document and notes in our customer service data base
  that I reviewed and recorded phone call I listen to.  The information the customer provided in the
  complaint is not completely accurate and missing many details.  The calls and site visits consistently were with
  either ***** ***** or ***** ****** individually.   We are
  open to further discussion with customer.
  
  ****
  ***** called on 5/25/21 at 5:30 pm regarding his Air Conditioning unit not
  cooling properly and would not keep up and run constantly.  An appointment was schedule to send an HVAC technician
  on 5/27/21.
  
  5/27/21
  an HVAC technician arrived and was on site for 2 hour and 15 minutes to do a
  thorough evaluation on an 11-year-old system.   The technician diagnosed a failed TXV which
  was causing the unit to freeze up. The compressor was not operating to manufacture
  specs.  Fan motor pulling slightly higher
  amps than normal due to the fact that the dual capacitor is extremely weak.  Tech discussed repair cost (system was out of
  warranty).  After discussing customer
  requested a quote be provided to him.  Appoint was scheduled for 5/28/22.  Customer cancelled the 5/28/21 appointment.  Customer had a home warranty when purchased
  home and was exploring that option. 
  
  6/1/21 customer
  called back in to have consultant out to provide quote.   Consultant went out on 6/2/21 and provided a
  quote to customer with 3 Different Options.  Customer approved 1 of the 3 options on 6/2/21 and installation was scheduled
  for 6/7/21.
  
  6/7/21 a
  complete **** HVAC system was installed.  System tested out and met manufacture specs.
  
  3/2/22
  customer called in and advised that Thermostat was showing alerts/error
  messages and thought system might not be operating correctly.
  
  3/4/22 an HVAC technician
  was on site and found no issue and requested a senior tech to return with him
  to further diagnose the system.  Appointment was scheduled for 3/9/22
  
  3/9/22 Arlinghaus Senior technical adviser along with assistant
  install manager go to customer home. When he arrived, the thermostat had two
  different faults: Faults were for overvoltage and undervoltage.  System ran for 1.5 hour with no faults or
  operation errors and charge looked perfect based upon outdoor temp.  Senior tech left message for **** Technical
  support to contact regarding issue.
  
  3/10/22 customer called in with the following alerts/error
  message reporting to thermostat and that system is still short cycling and still
  shorting out. He receives lock out messages' compressor too high, current too
  high, gets the same error 4 ***es in a row. System goes blank.   Appointment was made by customer service to
  return on 3/11/22. 
  
  3/11/22 customer called in at 5:36 pm looking for update on
  when tech will be out.  Customer service
  advised that will check status of tech scheduled.  Customer serviced called back at 6:08 pm and
  advised that tech was on his way.  The
  customer advised that is still having same issues from when tech was on site
  3/4/22 and 3/9/22.  Customer serviced
  advised that account has been noted that **** technical support has been
  requested for site visit and that we were waiting for a date when the ****
  technical support person would fly in to do site visit.  Customer advised customer service that not
  urgent that they will wait for call back on scheduling this site visit with
  **** technical support.
  
  3/14/22 Arlinghaus customer service contacts customer.  Advise that **** technical support would be
  in town 3/15/22 to do site visit.  Appointment was booked for that date.
  
  3/15/22 **** Technical support who was coming in from out-of-town contact Arlinghaus at 9:30 am on the 15th that they had to cancel
  on late notice.   10:21 am Customer
  service contacts customer.  Apologizes
  for the late notice, but this was out of our control.  Tried to reschedule for later in the week, customer
  was not available until 3/21/22
  
  3/21/22, **** Technical support, install manager and
  assistant install man.   Diagnostic was
  done on the system.  When testing the
  electric voltage to the system from panel it was diagnosed that a having
  voltage surge was coming in the range up to 246-249. We recommended surge
  protection on unit and also to contact electric/utility
  provider and let them know that he’s having issues with his appliances due to
  too much power. Customer understand that if another issue comes up due to over
  or under current, the repairs will Not be covered under warranty. We
  recommended surge protection ($399.88 installed) on the outdoor unit to
  pro long the life of the system due to potential over voltage and the customer
  declined.
  We made this recommendation based
  of spikes of voltage up and down that were outside the range acceptable for the
  HVAC equipment. We discussed that with this system being communicating he most likely had this same issue with his
  old system due to his new system being communicating he now has faults coming
  up on his thermostat that will bring this issue to his attention.  There is no issue with the operation of the
  equipment at the ***e of any of our past visits.
  
  Customer
  advised was going to contact Electric/utility
  provider to set up monitoring of voltage.  Advised customer to contact us after this has been done and they have
  received results.
  
  3/28/22
  Customer contact Arlinghaus and send results to Install manager.  Install manager reviewed electric/utility provider
  monitor findings with customer.  Advises
  that finding similar to what we found on 3/21/22.  These findings can have up to a 10%
  variance.  Customer had questions
  regarding system sizing.  Reviewed with
  customer load calculation.  Advised we would
  send electric/utility provider finding to **** technical support for review.
  
  4/7/22
  Customer calls office looking for follow up from 3/28/22 call.  Not happy that no call back has been
  given.  Concerned about the operation of
  the system and warranty.  Customer
  service representative gives message to Install Manager.  Install Manager call 4/8/22 leave VM.
  
  4/14/22 Arlinghaus
  Install Manager and Operations Manager call customer.  Advise that **** technical support contact us
  after reviewing data from **** and 3/21/22 site visit.  They advise that the system is operating as
  designed.  That the surge in voltage is causing
  communication error.  **** does not make
  an internal surge protection device for units.  They do advise that after-market surge protectors are available and can
  protect units against voltage surges.  The surges that are occurring are not high enough that a surge protector
  will engage.  Offer was made to install a
  surge protector at no cost to customer.  Also recommended having a ******** licensed Electrician inspect entire electrical
  system at the property.  Customer advises
  they want to think about.
  
  No
  contract from the customer was received by Arlinghaus Plumbing, Heating, and
  Air Conditioning since the 4/14/22 call.  On 10/14/22 Arlinghaus customer service
  department called to see if customer wanted to schedule an annual inspection of
  the HVAC system. 

   

  Again welcome to discuss with customer

  Customer Answer

  Date: 10/28/2022

  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.

  We were never offered the free surge protection and installation for this issue, or we would have gladly accepted this as a resolution when we originally called multiple ***es back in March. The manager said they would look into what could be done and never called us back. We would love for this to be setup so we do not continue to have this same issue of having to reboot our system. We appreciate the help though!

   

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

  

  Business Response

  Date: 10/31/2022

  Would like to schedule a call with *** ***** and *** ****** to review the information regarding HVAC system and to schedule installation of surge protection.  Installation and Operations Manager from Arlinghaus will take part in the call.  Please send a couple of dates and ***e that work for *** ***** and *** ******.

  Customer Answer

  Date: 11/09/2022

  Better Business Bureau:
  
  
  
  Hello! 

  We were advised that we would be contacted yesterday, 11/8/22 at 5:30pm to discuss the miscommunication and scheduling of our repair service. We were also scheduled for a technician to come out as well yesterday, 11/8/22. Unfortunately, neither happened, we did not receive any calls, nor did a technician show up or call to let us know they would not make it. This is the exact reason we have partnered with the BBB for help, as this is the third ***e Arlinghaus has no-showed and did not call us back- we have been trying to get a full solve for this issue since before last Summer. I'm honestly not even entirely sure we have the correct Furnace/AC system for our house, as **** said they may have installed the wrong or too high-powered furnace/Ac unit for our house, which is contributing to the over surge we are experiencing. 

  I typically work from home every Tuesday, Thursday and Friday of every week, so any of those days, any week would work for us to get this fixed. (11/15 or 11/17 would be perfect!) The sooner the better. Would really appreciate a call and scheduled technician date as soon as possible. 

  Regards,

  *****r ******* ** *****

  

  Business Response

  Date: 11/18/2022

  11/10/22 - Had call with *** *****, *** ******, ***** ***** (**** rep), *** **** (independent consultant), Ryan G*** (arlinghaus) and Dan S****** (arlinghaus).

  During that call reviewed previous notes regarding electrical issues.  *** **** is a retired HVAC Master KY Journeyman.  *** was given all notes, technical findings from system commissioning and site visits.  As well has **** monitoring information.  Based on this information he agreed with **** and Arlinghaus representatives that there was strong possibility that the reasons for the error codes were due to some type of electrical issue between the house electric meter and main panel.  He recommended that a master electrician do an inspection.  Arlinghaus offered to pay for the inspection.  *** ***** and *** ****** agreed to have the inspection done.

  11/16/22 = Master Electrician did inspection.  Found corroded wiring and busses in the electrical system of house.  Advised customer this could be causing the electrical errors.  Electrician is working directly with homeowners to get repairs completed.

  11/18/22 = I spoke with *** ***** he confirmed the information above and is satisfied 

   

• Initial Complaint

  Date:08/05/2022

  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.

  on Saturday july 30th my a/c unit quit working once again after being repaired roughly 2 months prior by arlinghaus heating and air . the technician didnt have the parts for the repair and advised me that he would get them come monday and someone would call and schedule a time to repair my unit. here it is friday august 5th and my a/c unit has yet to be repaired. this unit was installed by arlinghaus heating and air on may of 2019 and has multiple breakdowns since. when i call to see when they plan to make the repair i was hung up on by the first person and the second time i called i was promised management would call be back, but they never did.
  
  the second issue i have is what's going to happen when my labor warranty is up and I'm stuck paying for the labor to fix this problematic unit that seems to be defective from the start.

  

  Business Response

  Date: 08/08/2022

  Customer was contacted by Katie our customer service manager this morning.

  We were waiting on a part to come in that was not in stock and was taking 3-5 days to be shipped to us.  Part came in over the weekend to are distributor.  

  Part was picked up this morning and is being installed today.

  We are going to schedule manufacture rep to come out and inspect system operations in the near future.

  This information has been given to customer, and I believe he is satisfied with how we are now handling.

  I apologize for delay and lack of better communication.

   

  Dan S******

  Operations Manager

  Customer Answer

  Date: 08/10/2022

  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,
  
  
  
  *** ****

   

  On Monday august 8 the tech Evan came out to repair my unit. Evan removed the refrigerant and then discovered the parts were incorrect. Evan advised me he would get the correct parts and reschedule the job. Tuesday august 9 Evan came back and said the parts he had the day before were correct and a wiring diagram make him thing the parts were incorrect.as the repair was in progress Evan made several calls on speakerphone to another person stating my unit failed the vacuum leak test, when i confronted him about this he denied the conversation and said everything was fine. now that my system was opened up/ repaired by him it doesn't seem to cool correctly and I'm also worried about the quality of the repair since Evan has made multiple mistakes on his judgement. I've tried to call arlinghaus heating and air several times to speak to management about my issues and concerns, but I'm told they are busy and will call me back but never do. one thing id like to add is Evan was also the same tech that came out on a previous repair and left damaged wiring exposed and never bother to tell anyone. arlinghaus heating and air did come back and fix the wiring, but I'm beginning  to question how competent this tech is and I'm unsure i can trust his work and judgement. 

   

  i would also like to address the second part of my complaint as well. when this unit is out of warranty I'm afraid I'll be stuck with the repair bill for this unit that has had several known warranty issues . yes arlinghaus has made the repairs but like i said im concerned with the quality of the work and the fact i cant get their management to return my calls 

  

  Business Response

  Date: 08/19/2022

  8/18/22 - Dan S****** = Operations Manager and Andy Toole = Service Manager went to customer home to discuss concerns and test AC after repairs 8/9/22.

  Reviewed customer concerns regarding service technician who came out on 8/8/22 and 8/9/22.  Inspected the work that was performed.

  Tested the AC system with customer present.  System tested to manufacture specifications.

  Addressed customer concern regarding potential future issues.  Added 2 Years Labor warranty to his account on the system.  In addition customer gave customer 4 preventive maintenance visits.  Advised that technician who came out on 8/9/22 would not provide service at his home in the future.

   

   

  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 that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  *** ****

   

  Arlinghaus heating and air did come out to check operation of my system on 8/18/2022. Both the service manager and operations manager came out and stated that my system was operating within factory specifications at this time. Dan S****** the operation manager agreed to give me 2 yrs additional labor warranty and 4 preventative maintenance visits in writing. As of 8-25-2022 i have not received this warranty in writing and this is why i cannot accept the business response