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:09/19/2024

  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.

  
  Complaint: ********
  
  I am rejecting this response because:

  1) The problem began while the unit was under warranty and the business has repeatedly failed to fix it.

  2) The business' efforts to deal with the proble have been negligent and incompetent.

  3) Technicians from the business who came in February 2024 and August 2024 admitted that the problems began while the unit was under warranty.

  4) The technician who came in February 2024 didn't even attempt to fix the problem but instead simply turned up the heat pump's inefficient electrical backup system.

  5) The technician who came in August 2024, ****** *********, explained that the whole history of refilling the refrigerant isntead of dealing with the obvious leak are in the business' records.

  Since the weather is getting cold and my family is without heat I will need to get this fixed by another business, after which I suppose the next recourse is to sue in small claims court.

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

  and that the problem began while the unit was under warranty. However, instead of fixing it he simply cranked up the electrical backup heat without telling me, essentially giving up on the heat pump entirely. I know this because the technician who came in September told me so. The technician who came in September (because the heat pump still didn't work at all for cooling all summer) looked through the records and noticed that the refrigerant had been filled repeatedly despite the obvious leak. I was charged $260 for this visit and Heritage recommended another $2600 in repairs. I would like Heritage to perform these repairs at no cost to me since the issue clearly began while the heat pump was under warranty, and I would like a refund of the $260 I recently paid. If they agree to do this I will not seek payment for previous service visits and damages for burst pipes due to lack of heat in the winter, or compensation for high heating bills.

  

  Business Response

  Date: 10/07/2024

  ***** had purchased an HVAC system in 2021 from ********* **********. The system came with a one year warranty which expired on 8/24/2022. Heritage Home Service acquired ********* on 8/28/23. Heritage has honored all warranties from the previous business. This job is out of  warranty by 2 years. Heritage responded to a call and sent a technician out on 8/29/24. At that visit we determined that there were repairs that needed to be made. ***** was not happy with the pricing, so to try to work out a solution I offered to take 30% off the repair cost even with it being 2 years out of warranty. ***** declined and wants all repairs done for no cost even though the warranty is 2 years expired. I have attached the original estimate that ***** received as well as the final invoice. Both documents stat the length of the warranty