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:05/20/2025

  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 April 30th 2025, Tetra installed 3 Heat pump wall mounted units and 3 Heat pump ceiling cassettes. Unfortunately, the condensing units supporting the three heat pump cassettes were damaged by Tetra during installation and have never been operational. Tetra (subcontracted the work) sent both the installer and the electrician back to my house attempting to repair what they broke during the initial installation. Unfortunately, they have not been able to fix it. I last spoke with Tetra management on 5/19 and explained that I want a new system installed (as this is what I paid for). Instead they said they want to order another new part and attempt a repair again. They have no estimated date of repair, no timeline to make this equipment functional. They simply continue to order parts to try and repair the equipment they broke in the first place. I want new equipment from the manufacturer (which is what I paid for) instead of equipment with a bunch of replacement parts.

  Business Response

  Date: 05/27/2025

  Hi *****,
  
  Unfortunately, equipment is sometimes damaged on its way from a manufacturing facility to a distributor (usually several) to an end customer. This is what we are certain happened, as it is not uncommon whereas weve worked with our electrician for many years and they have wired many hundreds of condensers without any issue.
  
  Its universal practice when a single component of a system is damaged during shipment to replace the damaged component to ensure the system is fully functional, rather than the entire piece of equipment. Were working directly with the manufacturer (**********) on this and this is the warranty process they follow, it is not up to us. Note that this replacement does not impact your warranty either with the manufacturer (12 years) or with us (10 years).
  
  As discussed, the first few visits were meant to diagnose the issue (and repair it if possible). Now that weve diagnosed the faulty part of the system, well be replacing it at no charge to you in the coming days.
  
  We apologize again for the inconvenience we know this has caused you and your family, and will continue to honor our warranty and resolve any future issues that may occur to ensure you have a properly functioning system.

• Initial Complaint

  Date:11/30/2024

  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.

  Seniors had a new Tetra HVAC system installed May 2024. Gas Furnace never provided heat. No heat 8 months. Paid total $15,725.83. Tetra refused to work on furnace after 4 months. Tetra removed furnace. Tetra defaulted on refund. Tetra sent threatening letter to seniors not to talk about it. Threatened jury trial. *** for implied warranty: item must perform as design to perform. ******* did not provide heat. If furnace started up, worked for 15 minutes, overheated, shut down and locked out, no restart for 3 hours. Payments to Tetra $15,361.83. Tera stated go to a third party. Payments to third party for technical review $364 which indicated extensive costly repairs in the thousands to try and fix statement said still may not work. Tetra Contract stated fully covered warranty plan 1 year parts and labor. Tetra 10 year explicit warranty coverage. You wont spend anything extra Guarantee. Well fix it or replace it. No nonsense. No cost to you. 11/1/24 Tetra removed furnace. No refund. Legal letter threatening us if we talked about it.

  Business Response

  Date: 12/04/2024

  Hi there,
  
  We pride ourselves in doing everything possible to leave our customers satisfied, but in this extremely rare situation, we were unable to make the system work correctly due to a design issue that we have no control over.
  
  However, we are willing to move forward with the refund.
  
  We understand you may not see things the same way, but from our perspective:
  1. The system we installed did not function correctly due to a manufacturer issue that was triggered by the nuances of your home.
  2. Our Operations Manager worked tirelessly to resolve the issue, including sending our service team over 10 times as well as a technician from the system manufacturer several times, but to no avail.
  3. We then offered alternatives, including a mini split solution that we think would work better for your home, but you were not interested.
  4. Seeing no other alternative, we offered a full refund and system removal.
  
  Our ask with the release letter was that you agree not to publish further negative reviews of Tetra online and to allow all of us to move on from this. 
  
  While we are disappointed in this outcome and apologize for the poor experience youve had, weve tried everything possible to resolve it.
  
  We have processed the refund of all payments.
  
  Regards,
  Tetra

  Customer Answer

  Date: 12/09/2024

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  ******

   

   

  Business Response

  Date: 12/09/2024

  Hello,

  We of course dispute much of what is claimed here. We won't list all our refutations here, but among them:
  --The furnace did work, the customers were not left without heat. They simply declined to use the furnace with the error code displaying while we worked to resolve the issue, despite our advice.
  --We offered to replace the unit with a working alternative, in line with our warranty policy, and were refused. The replacement unit would have worked properly as it would not contain the sensor causing the error code.
  
  We have all calls recorded between the customer and members of our team to support the above points, should that be helpful to any interested party.
  
  Kind regards,

  Tetra

  Customer Answer

  Date: 12/10/2024

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  ******

  As Tetra knows the furnace only worked for 10 minutes at a time until the internal safety switch shut it down for overheating.  Codes 13-1 and 33-1.  The internal safety switch would not allow the furnace to start up until it cooled down to a safe temperature, which was a 3 hour wait each time.
  
  
  This was a gas furnace.  There was the potential for bad results according to the gas company.
  
  
  Documentation from a ****** furnace *********** explains all this as they tried running it themselves and that is how the furnace performed. 10 minutes to overheat, then complete shutdown. We are asking for $364 to pay for their bill.
  
  
  As Tetra said, Tetra kept telling us to keep turning the gas furnace on.  The gas company was not happy with this. 
  
  
  Who wants to get out of bed and turn it on every 3 hours for the next 20 years. Who can leave work every 3 hours to turn it on. Would you want to jeopardize your childrens lives overheating a gas furnace continuously.
  
  
  During the first 6 weeks the customers drove ***** miles, 16 trips at ************************************************************************************ case they could get Tetra to show up and fix the furnace.
  
  
  The offer to replace with a cheap alternative and no monetary reimbursement was not logical, and given the track record with this house over the 7 months.
  
  
  Isnt it interesting they would rather be conflictive for 8 months than reimburse their customer the $364 paid to have their ********************** furnace evaluated.  And something Tetra asked their customer to do.
  
  
  Why would anyone want to do this to seniors who gave Tetra 7 months of their lives to work on the furnace.