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:06/30/2025

  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.

  Failure to honor warranty/guarantee, repeated service failures, lack of communicationIn January 2025, we had Nicholson install a brand-new HV** system in our townhouse. While the heating worked, the air conditioning has never functioned correctly. When we first used the ** over a month ago, it blew hot air. Since then, over eight different technicians have come to our home all polite but the issue remains unresolved.The company has failed to communicate any clear diagnosis, timeline, or resolution plan. After each technician visit, there has been no follow-up. Most recently, a technician came last Friday, but I had to leave before they finished, and no one has contacted me since.We've repeatedly been told they're "waiting on a part," yet no details are provided. Meanwhile, the heat in our home has made it unlivable. Candles have melted indoors, and weve had to sleep elsewhere multiple times due to the extreme temperature.When calling customer service, we speak with different people each time. When requesting a manager, we are told to expect a call back in 12 hours but that never happens. We are extremely disappointed and frustrated, especially after spending thousands of dollars for a new system.Desired Resolution:Immediate escalation and repair by a senior technician or manager and replacement of system, if neededClear explanation of what is wrong and when it will be fixedConsideration for compensation (lodging, lost use of home)Confirmation in writing of the steps taken to prevent this from happening again

  

  Business Response

  Date: 07/11/2025

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager followed up with Mrs. ******** regarding the heat pump and air handler installed by Nicholson on January 7, 2025. We apologized for the inconvenience and, due to equipment failure, agreed to replace the entire system on July 8, 2025. Following the replacement, we confirmed that the customer's home is now cooling properly. We are currently awaiting photos of the relevant invoices in order to proceed with a resolution for the time and inconvenience experienced. We remain fully committed to resolving this matter for *** and Mrs. *************

• Initial Complaint

  Date:11/29/2024

  Type:Customer Service 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.

  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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I received a call from one of the team members and was informed that I would receive a check for $250. However, this amount is unacceptable, considering the frustration and the miserable experience we endured in the apartment during cold weather without heat.
  
  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Angel

   

   

  

  Business Response

  Date: 12/09/2024

  Thank you for the opportunity to address this concern. Our Customer Relations Manager spoke with Mr. ***** on December 6, 2024, regarding his dissatisfaction with the delay in responding to his service request. We extended our sincere apologies for the inconvenience caused by the delay and offered a reimbursement as a gesture of goodwill. Mr. ***** graciously accepted our offer and expressed his appreciation for our efforts to resolve the matter. We remain committed to providing exceptional service and encourage Mr. ***** to contact us with any questions or concerns in the future.

  

  Business Response

  Date: 12/26/2024

  Our Customer Relations Manager followed up with Ms. ***** after our previous conversation. The customer requested an additional amount for her time. Nicholson agreed to process this as a gesture of good faith to address any remaining concerns. Ms. ***** expressed her satisfaction and confirmed that the matter has been fully resolved

• Initial Complaint

  Date:06/23/2023

  Type:Billing 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.

  NICHOLSON PLUMBING provided us a quote (~$2000) for installing a ceiling fan. They charged us a $89 trip fee for 10 mins for work. I hope they can waive the trip fee because their quote is unreasonable high ($700 for assemble the fan which we did ourselves in 30 mins).

  

  Business Response

  Date: 07/12/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager has made attempts to reach ********** but we were unable to reach her to discuss her experience with us further. As a courtesy we have honored ************** request of refunding the $89.00 dispatch fee she paid for her service call on June 22, 2023. This will be refunded back to the credit card used during this visit and should show on her account in 2-3 business days. We encourage ********** to reach out to us about this matter if she has any further questions or concerns. 

• Initial Complaint

  Date:02/16/2023

  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.

  I have not heard from the business in response to my complaint.  
  
  The company sent a letter postmarked Feb 22 indicating they have been trying to reach me by phone.  This is not accurate as can be demonstrated by phone logs.

  The fact remains that Nicholson failed to address a common and inexpensive furnace repair in pursuit of upselling unnecessary equipment.

   

  anging from $23,768 to $32,315 to replace the entire HVAC system. I returned home and was able to look at the furnace. I flipped the service disconnect switch back on. The furnace attempted a normal operation cycle without lighting. One minute of searching for Janitrol furnace igniters and $25, I had the part delivered and installed in 5 minutes the next day. The furnace operates perfectly. Only 1 part identified in the $3590 repair estimate required. The remaining REQUIRED REPAIR items were unnecessary. Deceptive and fraudulent practices to OVERCHARGE/UPSELL desperate, unknowledgeable people. This furnace only needed a simple fix of a inexpensive ubiquitous part that should have been on the service truck or at any HVAC supply.My family was left in the cold. We purchased space heaters and electric blankets to stay warm. They planned to sell us a new furnace instead of easily fixing ours. We were charged $149 instead of the $89 for the service call.

  

  Business Response

  Date: 07/04/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager spoke with ************** on February 9, 2023. We apologized for the inconvenience this caused and have addressed this matter internally. We strive to provide our customers with all options so they can make a decision for how they would like to proceed for their home and resolve any issues quickly and effectively. We offered to refund in full our service call fee from January 28, 2023 and an additional amount for compensation due to the experience. ************** was satisfied with our response at that time. 

  Customer Answer

  Date: 07/12/2023

  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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

   

  For them to label their behavior as causing us an inconvenience is absurd.  My family was left without heat in the middle of winter for no reason other than unscrupulous business practice.  Sub-zero temperatures are not an inconvenience, they are dangerous.
  

  The claim that they offer customers all options is false and misleading.  I was not offered a timely repair of only the parts necessary to make the system functional.  I was given an estimate documenting many unnecessary repairs and told that parts would be difficult to obtain in a reasonable timeframe.  Had they made the simple repair and offered suggested upgrades, I would not be making this complaint.

  Finally, I disagree with the companies  assertion that I was satisfied by the refund of the service fee or by the additional compensation- which, by the way,  did not even cover the cost of space heaters my wife purchased in an attempt to stay warm.  I told the Customer Relations Manager on February ******* that I accepted the refund to recoup our costs but I was in no way satisfied and that I had full intention of submitting complaints regarding their shameful business practices.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Matt

   

   

  

  Business Response

  Date: 07/20/2023

  Our Customer Relations Manager has made attempts to reach out to ************** to follow-up to discuss the outstanding concerns about the service visit at his home on January 28, 2023. We were unable to reach him to discuss his experience with us further. We encourage ************** to reach out to us about this matter and we would appreciate the opportunity to discuss and resolve his concern. 

• Initial Complaint

  Date:02/15/2023

  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.

  October 2022, had a new furnace put in, rented 5 space heaters for $500, never credited the money back

  

  Business Response

  Date: 07/04/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager spoke with ******************** on February 3, 2023 and agreed to the refund for the space heaters as well as an overcharge for her maintenance contract. The check was issued on February 16, 2023 and sent to ************************ home. She was satisfied with this resolution.