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:11/16/2022

  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.

  I hired Hurley and David in June to convert from oil to gas. Obviously due to it being installed over the summer the heat system wasn't turned on until now the fall. When I turned on the system you could hear loud violent bangs in my piping system and I called them to report it to them. They sent a technician out who stated the system had to be skimmed because when they installed it, it was never done and I have residual oil in my piping system due to it. The next day the office called me stating the system had to be repiped which I had to wait an additional 3 weeks for. They came out repiped the system and I continued to have the loud banging violent sounds in my pipes again. Once again they came out and skimmed the system and now within 24 hours of being skimmed I now have a hole in my pipes which they refuse to repair stating it's my responsibility. I explained to them i have never had any piping issues in my home until their technicians came out and started repiping the system. I'm looking for them to take the responsibility of paying for the damages that their negligence has caused my home. I heard loud banging noise in my pipes and when i went downstairs to check on the noise there was oil all over my bathroom floor. Apparently H&D claiming i have a hole in pipe that they're not responsible for. When I showed them the bathroom floor which had oil they said that it wasn't oil it was residual from old pipes. Which in the pictures enclosed you can clearly see it is oil and when I touched it, it clearly was oil. This is all from a result from not installing the system correctly the first time, it has resulted in damages to my pipes.

  

  Business Response

  Date: 11/29/2022

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager has been in contact with **************** to address this issue. **************** called another contractor to repair the hole in the pipe and has provided us the invoice to review for reimbursement. We also scheduled a site visit with our warranty manager on 11/21/22 to review the issue with the water hammering in the pipes in connection to the boiler we installed. When we followed up with our warranty manager on 11/28/22 she advised the issue has not been resolved and will be sending us more information on the issue still occurring. We will continue to follow-up with **************** until this issue is resolved. 

  Customer Answer

  Date: 11/29/2022

  I'm thankful that they are putting in more effort to try to resolve this issue but unfortunately I'm still having the banging in the pipes. It's frustrating that i work full time and everytime they come out to the house i have to have someone present. I'm disappointed that they can't seem to resolve the issues. I still have not been reimbursed for the plumber i had to contract. I would like this issue resolved ASAP because it's causing me a lot of stress and anxiety. 

  complaint: ********
  
  I am rejecting this response because: issue still not resolved 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/09/2022

  Hurley & David sent out a field supervisor on 12/8/2022 to further review the issues at **************** home. We confirmed the boiler needs to be replaced. We are scheduled on 12/16/2022 to replace the boiler. We will follow-up with **************** after the visit to ensure everything has been completed to her satisfaction and resolve any other outstanding concerns. 

• Initial Complaint

  Date:10/11/2022

  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.

  Hurley and David came to my residence for a no heat call on 10/6. They claimed to have fixed the problem but today, four days later I have no heat again. When I called to request someone come to check the furnace again they informed me that I could be charged for another service call. This is unacceptable as they didnt resolve my issue the first time

  

  Business Response

  Date: 10/17/2022

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to **************** about this experience. We returned on 10/10/22 and were able to address the issue and provide additional options. There was no charge for this visit. **************** advised everything was resolved and is satisfied with our response at this time. 

• Initial Complaint

  Date:09/26/2022

  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.

  We had a technician come out and fix our A/C circuit board.. within a month our A/C Unit blew.. We just had our furnace's routine maintenance done and with in a couple of days our furnace blew!! The woman at the company refused to send anyone out for 3 days!! Leaving us with a water mess and no heat!! The prices originally were significantly higher than originally quoted.. We will never use this company again! We should get our money back from both cases.. cost us almost ***** and we had to get another technician from another company to fix these issues..

  Customer Answer

  Date: 09/26/2022

  We would like a refund because their technician came out to service our furnace.. he charged double what we were told for parts that weren't needed. Was going to charge us 700 dollars for another part.. but my husband said no. Then our furnace expansion tank blew causing our basement to flood.. it took us all weekend to clean the basement.  Hurley and David refused to come and fix it, so we had to have another company come out and fix it. 

  So all we want is our money refunded. I could ask for the water damage but will be happy just with the refund, because they refused to fix it for 2 days. 

   

  

  Business Response

  Date: 10/12/2022

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to ****************** to discuss this experience. We have addressed the service issue internally so this does not happen again in the future. We also have reviewed with our scheduling team about the availability offered to return for service when this issue was reported to us. After reviewing the invoice from the other company who came out to resolve the issue, we agreed to reimburse in full for our visit on 9/10/2022. We followed up with ****************** and he is completely satisfied with this resolution. 

• Initial Complaint

  Date:09/23/2022

  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.

  My furnace's heat exchanger, under warranty, was replaced by Hurley & David on June 7, 2022. The invoice balance was $3263,00, which I paid, thinking the large amount included the new equipment for which I would get a rebate from the warranty on the faulty one. The invoice says I only pay for labor (amount not listed in the invoice). After several phone conversations and letters through August 12, 2022, I received a check for $780.00 (dated 8/18/2022) which I have not cashed. I sent another letter on August 25th again asking for a breakdown of the invoice and the actual cost of the heat exchanger. I do not believe that the 5.5 hours spent installing the item would cost $3263.00. No response from Hurley and David since then. I would like it if you could look into this problem for me.Thank you, ***********************************

  Customer Answer

  Date: 09/23/2022

  I want an itemized invoice/bill which shows cost of new heat exchanger and how they figure labor time and other costs.  The invoice they sent has the part listed twice and no amount for labor is specified.  I believe I am owed more than the amount of the check I received.  No documentation to show amount of warranty amount from American Standard.

  You show I attached 2 documents for my defense, but I attached 5 documents in total.  I am attaching the other 3 items in above space.

  

  Business Response

  Date: 10/11/2022

  Thank you for the opportunity to respond to this complaint. Hurley & David's Customer Relations Manager reached out to ************************ in regards to the pricing from the service completed on 6/7/2022. The price provided is the accurate job price for the heat exchanger replacement with the parts warranty honored. However, there was a charge of $215.00 for the warranty processing fee for the part that we agreed to refund to ************************ to resolve this matter. She is satisfied with our response at this time. 

  Customer Answer

  Date: 10/12/2022

   
  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.
  
  Sincerely,
  
  ***********************************