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:12/03/2024

  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 a series of malfunctions on our under-warranty heat pump system PCC installed: 1) cold air blowing in AUX mode; 2) AUX system thermostat error messages; & 3) pump error code.PCC came 11/1 after trying to assist remotely. Only after work was performed, we were told it was not under warranty. Invoice states the issue was an airblocked zone & was fully resolved.On the night of 11/2, however, when AUX heat was needed, the 3 issues prompting the original call recurred - ***************** were 64 degrees despite thermostat being set to 69.On 11/5 PCC returned & identified the 3 issues were actually the result of a failed valve, an issue not discovered on 11/1 as tech didnt open the pump. **** advised against 2 same-day repair options, recommending a 3rd visit for addl repairs. Had issue been properly diagnosed/repaired on 11/1 visit, an ***************** 3rd) visit would have been unnecessary.11/5 invoice notes the circulator pump is still faulty (determined on the Fri 11/1 visit). This is not aligned with the 11/1 invoice nor with what **** shared. No one described pump as faulty on 11/1. Rather, **** advised pump could be replaced but was unnecessary and proactive as current pump still functioned. **** also agreed on the phone on 11/5, to waive service repair fee of $199 (opposite of what is reflected on the invoice, which shows diagnostic fee waived).Summary:1) Issues were neither properly diagnosed nor resolved during 11/1 visit. Had they been properly diagnosed/resolved 11/5 visit would not have been needed;2) While 11/1 visit was to address what was believed to be an issue under warranty, we were only informed the work was not covered under warranty after it had been performed; &3) Invoices are not accurate & do not represent what happened/was ************ remedy the 3 concerns, all of which fall within the responsibility of PCC, we asked **** to remove all billed charges (in writing on 11/20, follow-up on 11/30). No response received.

  Customer Answer

  Date: 12/14/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 12/19/2024

  Our company would like to address recent feedback regarding service calls conducted in November 2024. We believe it is important to provide a detailed account of the services performed, our warranty coverage policies,and our continued good faith efforts to resolve this matter.
  Background:
  In December 2023, our company installed a ducted air source heat pump system at this home. This system operated without any reported issues throughout the ********* winter and summer seasons. In October/November 2024,the homeowners reported heating system concerns which they believed to be related to our installation. Upon arrival it was determine to be another heating system in the home that was installed by another company. This home has two heating systems, a hydronic boiler and a ducted heat pump which is to be .
  
  Service Timeline and ***************************** November 1, 2024:
  - Responded to service request for what the homeowner initially believed to be heat pump system malfunctioning
  - Our first visits diagnostic testing revealed problems originated from the hydronic boiler system, not our installed ducted heat pump or the integrated control thermostat
  - Identified issue, communicated findings to one of the homeowners, including that the issues were not related to our installation
  - Temporarily restored heating functionality and specific repair options (which they validate in their complaint) for the boiler system,which were declined at that time.
  
  Follow-up Service - November 5, 2024:
  - When contacted about recurring issues, we inquired about the outstanding balance from the first visit
  - The homeowners indicated intent to pay the first invoice and stated they had simply not yet gotten around to entering in their credit card yet
  - Despite our standard policy requiring payment of outstanding balances before additional service, we made an exception in good faith to ensure their home had heat
  - With their approval, we conducted a comprehensive diagnosis of boiler system
  - Presented two options to homeowners:
    1. Contact original boiler installer (Sostilio Plumbing) and incur no charge for our visit today
    2. Proceed with our repair service for $199.

  - After lengthy customer deliberation, we received approval to proceed with repair
  - Successfully restored heat by replacing the necessary component
  - Waived diagnostic fee for this visit as a gesture of good faith
  
  Key Points of Clarification:
  1. The malfunctions experienced were conclusively determined to be related to the hydronic boiler system, which was installed by a different company
  2. The ducted heat pump system and integrated control thermostat installed by our company in December 2023 was functioning properly
  3. The integration between the heat pump and boiler systems was verified to be working as designed
  4. Same-Day appointment options were offered, though alternative dates were selected by the two homeowners
  5. The issue was identified as separate from our equipment installation warranty which was uncovered upon arrival and diagnosing the heating issue in the home. The home has two heating systems.
  6. All service pricing and charges were discussed and accepted
  
  Subsequent Developments:
  - Received formal complaint 20 days after final service completion
  - ************ invoices remain Unpaid

  - Multiple attempts made to provide technical clarification of services performed
  - Maintained detailed service documentation and communication records
  - *********************** often involved challenging coordination between two homeowners who were not always aligned in their decisions and differences in who was home at each appointment requiring multiple calls during and post our services to re explain to the other party what the findings were
  - Despite these challenges, we maintained professional service standards throughout and offered expedient service.
  
  Our Good Faith ******* Included:
  - Providing same-day service options
  - Making an exception to our payment policies to ensure continued heating
  - Offering temporary solutions at no additional charge
  - Waiving diagnostic fees
  - Multiple attempts to clarify technical details and resolve concerns
  - Maintaining professional service standards despite payment issues
  - Continued willingness to discuss resolution options
  - Customer has stopped correspondences with us as we attempted to reconcile the issues
  
  Our company maintains a strong commitment to transparent communication, accurate documentation, and fair pricing for all services. We distinguish clearly between warranty-covered issues related to our installations and separate system issues requiring additional service fees.While we understand the complexity of multiple heating system components can create confusion, we remain dedicated to providing clear explanations and professional service to resolve any heating system issues our customers experience.
  

  We appreciate the opportunity to provide this detailed clarification and remain committed to maintaining high standards of service in our community.

  Customer Answer

  Date: 12/27/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  We have had a series of exchanges with the business since their 12/20 response via the BBB with no substantive resolution offered. Pro Comfort Controls claims of their intention to resolve this matter are incongruent with their actions.

  In an email on 12/21, PCC referenced a resolution that included meeting in the middle. Intending to accept this resolution and move forward, we followed up to clarify the amount that they were proposing, to which they responded this is not a negotiation. We have come to the unfortunate conclusion that Pro Comfort Control is acting in bad faith and has no intention of resolving this issue.

  We are troubled that, instead of providing a substantive response to our core concerns, their communications have devolved into untruthful statements and incorrect presumptions about our intentions and actions. We see this as a distraction to finding resolution and have asked them to stop making these dishonest and inaccurate statements. Sadly, their response has been to amplify their misrepresentations and misstatements of our intentions. 

  In their 12/21 response to the BBB, they offered four sets of statements related to the initial service, follow-up service, key points of clarification, and their good faith efforts. Quite simply, all four of these sections are inaccurate. They further the businesss false claims, including statements that are contradicted by the businesss own invoices, along with cherry-picked details that obfuscate the truth. We have already addressed/countered these points in our previous communications. We are hesitant to do so again as we fear re-litigating minute details, including their revisionist account of events that is disproven by their own invoices, distracts from the businesss failure to respond to our core concerns, and moves us further from a resolution. 

  As an example, they repeatedly fault us for taking 15 days to compose our written complaint, yet their own response to our concerns did not come for 26 days and only after a BBB complaint was filed. We believe that if they had ever truly intended to resolve this issue, they would have responded to our multiple emails sent to them directly. Further, their initial response did not offer a resolution but rather made us feel pressured to abandon our dispute, explicitly asking us to updateor removethe BBB complaint. Pro Comfort Controls recent statement, While you're free to respond to the BBB post, we'll be pursuing our own necessary actions, gives us concern as we fear this indicates that they are not meaningfully engaged in the BBB resolution process.

  PCC continues to perpetuate their false claim that we are asking them to take responsibility for work performed by other contractors. The truth, however, is that our complaint focuses solely on three core concerns which are squarely and solely the responsibility of ***. These core concerns are:

  1) Pro Comfort Control neither properly diagnosed nor resolved the issue during the 11/1 visit. Had they properly diagnosed and resolved the issue, the second visit would not have been needed; 

  2) While the 11/1 visit was to address what was believed to be an issue under warranty, Pro Comfort Control only informed us that the work was not covered under warranty after the work had been performed; and

  3) Pro Comfort Controls invoices are not accurate - they do not represent what happened and what we discussed.

  A copy of our communications with the business are attached. We remain hopeful for a mutually agreeable resolution and are eager to move on.

  Regards,

  ****

   

   

  

  Business Response

  Date: 01/09/2025

  Thank you for the opportunity to address this issue we have been trying to seek a remedy for. As a reputable service provider, we must address several concerning aspects of this situation:
  The customer's complaint selectively quotes and takes email communications out of context to present a misleading narrative. Most notably, they have explicitly stated in writing that they would only accept a complete waiver of charges for both service visits, declaring "it would be imprudent for us to propose an alternative that counters our own proposed solution" - referring to their demand for $497 in free services.
  Our company provided two prompt service visits, with all work and charges approved by the customer before proceeding. While we initially attempted to work toward an amicable resolution, including offering significant discounts, the customer's misleading communications and unwillingness to consider any solution short of free service has eroded the trust necessary for productive dialogue.
  The facts are straightforward:

  - *********** provided was not for any equipment covered under a warranty
  - *********** visits were performed and approved by the customer
  - All charges were disclosed and agreed upon before work commenced
  - The customer has documented that they will only accept completely free services
  - Two invoices totaling $497 remain unpaid

  We have made every reasonable attempt to resolve this matter but cannot justify providing professional services entirely free of charge when the work was properly performed and authorized. While we regret that we've been unable to reach a mutually acceptable resolution, our documentation thoroughly supports our position in this matter.
  We remain committed to fair business practices and have extensive documentation supporting our position in this matter.

  Customer Answer

  Date: 01/21/2025

  Better Business Bureau:

  I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  We remain committed to finding a mutually agreeable solution. 

  We were (and are) prepared to make a payment of $248.50 in response to the businesss meeting in the middle proposal. Unfortunately they rescinded this offer when we asked for confirmation of the amount they were proposing. We ask them to please agree to this amount to resolve the matter.
  
  While we have included a detailed response to their most recent communication below, we dont want that to distract from resolving this complaint and that we are ready to accept the meeting in the middle solution that the business proposed in their December 21, 2024, communication (attached). We ask for them to agree to and provide an updated invoice in the amount of $248.50. We are prepared to make that payment the same day and move forward.
  

  Sincerely,
  **** & **** ********
  
  
  Additional Response to Businesss 1/13/25 communication via the BBB portal:
  We continue to be troubled by the fact that, instead of providing a substantive response to our core concerns, their communications have made untruthful statements and incorrect presumptions about our intentions and actions. We see this as a distraction to finding resolution and once again ask them to stop making these dishonest and inaccurate statements. This includes in their most recent communication accusing us of taking information out of context, when the opposite is true. The truth is that, to ensure transparency, clarity, and full context, we attached the full text of every communication to our most recent response and have done so again with this communication. 
  

  The businesss most recent response includes five bullet points that they purport as fact. Bullets 2, 3, and 4 are false and are not supported by the chain of events, communications, and the businesss own invoices. We maintain:
  

  1) Pro Comfort Control neither properly diagnosed nor resolved the issue during the 11/1 visit. Had they properly diagnosed and resolved the issue, the second visit would not have been needed; 
  

  2) While the 11/1 visit was to address what was believed to be an issue under warranty, Pro Comfort Control only informed us that the work was not covered under warranty after the work had been performed; and
  

  3) Pro Comfort Controls invoices are not accurate - they do not represent what happened and what we discussed. 
  

  Regarding concern #3, we believe that the 11/5 invoice represents a violation of Massachusetts laws related to falsifying invoices. If the business continues to refuse to participate meaningfully in this process by not providing any reasonable resolution, we are prepared to pursue a resolution via the state Attorney General.