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:06/08/2023

  Type:Product 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.

  I scheduled service for my heating unit with **************** on December 14, 2022. I paid a deposit in the amount of $1,050. After researching replacement verse repair, I decided instead of repairing my heating unit, I wanted to replace it. I cancelled my maintenance request on March 7 and was told I could get a full refund and reschedule the system replacement in the spring. No refund was given after that initial phone call. I have since called **************** six times seeking a refund. Each time I have either been transferred to ***************************** voicemail or told ***** would call me back. I was just today given *****'s email and have contacted her via that as well. I have not heard back from **************** and have not been issue the refund for my deposit.Due to this experience, I do not want to schedule any further service with **************** and instead am requesting immediate action on the refund I was promised in March. I am hoping the Better Business Bureau can assist in this matter.

  

  Business Response

  Date: 06/13/2023

  Refund will be issued today.

  Customer Answer

  Date: 06/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:04/01/2023

  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 wanted to share with you my recent experiences with Addarios Services. I manage the maintenance for seven apartments spread over three properties and as such I am always on the lookout for a reliable partner that can provide good service quality. I was impressed by the advertisements especially that this company covers many different services and here I am thinking to myself finally I can get one stop shopping for all my many maintenance needs. Plus I wanted to support a local small business so I called and I spoke with ******* who was able to give me an appointment for Thursday 02/23. When making the appointment I had requested three items be replaced at this property, a smoke detector, a light fixture and a bathroom exhaust fan/light combo. I purchased all the fixtures in advance hoping that would be more efficient on everybodys time both the company's and mine, after all time is money. I met the electrician ******* at 7:30 am and I showed him the work needed and reviewed the details such as that I wanted that exhaust fan/light wired to a single switch rather than separately. I provided ******* with all three fixtures and left to go about my business for the day.So the good news is that the smoke detector and the light fixture were successfully replaced which made me and the tenants happy, however somehow the exhaust fan/light did not get replaced even though the electrician did work on it and managed to rewire the existing fixture to one switch as I had requested. I never got any explanation as to why he didnt install the new one that I had purchased but I patiently called back and explained the situation to ******* and she kindly scheduled another appointment for Thursday 03/02. The tenants handled the second visit and they and I were not happy with the results, firstly when the fan/light unit had been installed somehow the wiring which had previously been done correctly has now been reversed so that the fan is on one switch and the light on another. In addition the electrician damaged the ceiling and then when called out on that he claimed that it was like that before well it was not and fortunately the tenants had taken pictures after the first visit the week before. When I called back to report that the wiring was incorrect ******* kindly offered to speak to the electrician who claimed that the wiring had been done properly. I visited the property myself and confirmed that the wiring was done incorrectly and ******* kindly arranged a 3rd visit which happened yesterday. This morning my tenants report that the wiring was fixed yesterday. That's good but he never repaired the ceiling damage that he caused on his previous visit.As a customer I have to say that I am not happy with the quality of the service provided by Addarios. I did write the company an email explaining all this on 03/02 but I never received any management response to address my concerns. I will say that ******* has been helpful and professional with me but I expected management or better still the owner to provide a response to my concerns. A fairly basic assignment to replace three existing fixtures which could have been accomplished with one visit has now turned into a very expensive epic and I would not use this company again. Below is an account of the charges made and I believe $1,136.15 for labor only to replace 3 fixtures is exorbitant.$360....Family service plan $250....1st visit $526....2nd visit $0......3rd visit, no charge $1,136...total charges

  Customer Answer

  Date: 04/12/2023

  I have not heard from the business in response to my complaint. I had previously contacted the company by phone, snail mail and email to report my concerns but I have never received a management response.

  *****************************

  04/12/2023 

  

  Business Response

  Date: 06/13/2023

  Customer will be refunded 50% within 10 days.

• Initial Complaint

  Date:02/03/2023

  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.

  ********* installed my Rinnai heat and hot water on-demand system 9 years ago. There have been problems seasonally with the hot water working correctly for a few years. This year, when it got cold it happened again. But this time the hot water and heat went out completely. **************** couldn't come for days and when they did come it was at the *** on a Thursday. The plumber quickly diagnosed I needed a new heat exchanger and actuator. He couldn't discuss it with me as a salesperson would need to be called. The salesperson shows up at 6m on Thursday night and tells me if the WHOLE SYSTEM would need to be replaced it would be $18K, but they should be able to fix whatever is broken for much less. We made a plan for him to call me Friday at 11am after he talked to Rinnai about the warranty etc. No call. I called **************** three times during the day to get information and keep getting put off. Finally, at 6pm on Friday night the salesperson calls me back and says the owner of the company will not fix the unit, he will only replace the whole thing for the full $18K, and that the heat exchanger was not still under warranty. I asked why can't you just fix what is broken and the salesperson said I would have to call the repair department to discuss that, the sales ***** doesn't talk to the repair ***** and additionally, the owner doesn't want to take responsibility for using the existing 9-year-old parts on a repair job. He would only do a full replacement of the entire system. It was Friday night and we were left cold and without hot water for the weekend. I called Rinnai on Monday and they said the heat exchanger was indeed still under warranty. I had another company come to diagnose the problem and it turns out it was a pinhole leak fouling the sensors. It was fixed for under $2K. I feel like **************** was trying to extort me for $18K. They had been here before to try to identify this ongoing problem and missed it.

  Customer Answer

  Date: 02/14/2023

  I have not heard from the business in response to my complaint.  I would like for the BBB to move forward with whatever it can do to help resolve my complaint and protect others from enduring what we had to go through with this business.  THank you, ***********************

  

  Business Response

  Date: 06/13/2023

  The system was originally installed in 2014, there was a service request in Nov. *************************************************************************************** Jan. 2023 with a leak from the heat exchanger. There was no talk of the heat exchanger out of warranty because we know the heat exchanger is 12 years (Rinnai could question the maintenance records). Given the history of denied repairs and maintenance, it was at our discretion to "recommend" a replacement. Its the homeowners decision to accept or deny services. 

• Initial Complaint

  Date:10/19/2022

  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.

  Addario Services replaced our old central AC with a new unit with heat pump. On day #1 the thermostat had to be replaced, on night #1 the unit was leaking water in the attic which flowed down from the attic to the main level of the house, causing damage to the newly painted ceilings. In addition, the unit wasn't affective at reducing the humidity level in the house and when technicians were unable to fix it, they told us that's the way the unit is supposed to work. Only after we threatened a law suit, the manager agreed to take money off the bill to pay for the water damage to our ceiling, but when the salesman called to collect the final balance, they did not subtract anything for the water damage. We asked them to get back to us after they adjusted the bill with the final balance and also asked them for an estimate on buying a separate dehumidifier to add to the unit, but they never returned any our multiple phone calls.

  Customer Answer

  Date: 10/30/2022

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

  *****************************************************

   

  

  Business Response

  Date: 11/04/2022

  TeContrary to the statement by this customer, everything that Addario was contracted to provide was installed, provided and in good workmanship and working order.  In addition all work is fully guaranteed by Addario.  There was a minor issue of a possible water leak caused by existing conditions that ******** is attributing to Addario.  Even if Addario was responsible, which they do not believe they are, ******* performed corrective actions to eliminate future possibilities of further water leakage.  As of the filing of the present complaint,the customer, ******************** owed Addario over $3,000 for the contracted work.
  While Addario does not believe its contract work caused any damage, but rather may have been the result of pre-existing conditions that Addario was not contracted to remediate, to date, the customer has presented no invoices, receipts, pictures or supporting documents of any type to support any repair or cleanup costs the customer may have incurred.  If the customer had provided any plausible documentation, Addario would have reviewed and compensated if and as appropriated.  However, Addario was not provided this opportunity. 
  For the project at the Boyajians home, Addario was contracted to supply and install a new Bosch Heat Pump and a new Bosch Air-handler.  This new equipment was connected to the existing ductwork and refrigeration piping with a new Eco-Bee thermostat, drain pan w/ emergency switch and EZ-Trap w/ emergency switch, to replace their old existing air conditioner and air-handler.
  The total cost of the above work was $16,229.80.  The work took 2 days to install using 2 lead installers and a helper.
  It is important to note that the new equipment was connected to existing, older,ductwork.  This is important because Addario was called back to investigate apparent issues with the system including low airflow and high humidity.  It was discovered that a damper in the old existing ductwork was closed which prevented air flow and caused the duct work to build up with condensate on the outside or what is commonly referred to as sweating ductwork.  This condensate can cause minor damage as it is in effect dripping water.  This was NOT caused by Addario, but was pre-existing by either the customer or a prior contractor.  Addario correct this issue and the sweating ductwork issue as a result of the closed damper.  ******* would not have been responsible for any damage any the sweating ductwork as Addario did not cause the condition the **** closed damper.
  The customer also complained that the system was not removing humidity from the home air.  Addario investigated and even had the manufacturer representative investigate.  It turned out that the homeowner was fully and completely shutting the air conditioning system down for long periods and then complaining that the air was too humidity after just turning it on.  In fact, ******* visited the home on August 30, 2022, the outside temperature was well in the 90s and the customer had not run the ** unit all day. When ******* arrived on August 30, we turned on the unit, the initial relative humidity (**) readings was 80% as a result of not having the unit on.  The manufacturer recommendation is to set the internal unit ** to 60% which means the unit will run (PROVIDED THE CUSTOMER TURNS THE **** ON!!) until 60% ** is reached in the home.  The customer wanted the internal ** target set to the 40% range.  Addario waited while the unit ran for about an hour.  The ** dropped from 80% to 54% in an hour.  54% ** is well the manufacturer target of 60%.  The customer was satisfied with the changes made to the parameters and we left the unit running and in good working order.
  In addition,the customer advised Addario that he is turning his thermostat off completely when not home and turning it on only when he arrives back home.  ******* advised that by doing this, he is creating linger run times for the unit and a less desirable climate for himself **** much higher humidity until the unit finally catches up from a hot,unconditioned afternoon.
  One last note if the homeowner provides bona fide proof of repair costs for any repair that Addario is responsible for, ******* will agree to reimburse the customer.
  In any event customers continued refusal to pay the balance due, file the present complaint and other actions taken by this customer not relevant herein, are unjustified and in BAD FAITH. 
  Thank you.ll us why here...

  Customer Answer

  Date: 11/16/2022

  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. 

  We disagree with Addarios statements and will provide clarification. The unit was not and is still not working properly. It shut down on the first day it was installed and we had to place an emergency service call. The tech told us that the thermostat wasnt working, and he replaced it. The unit was installed over 3 months ago on August 5th, and the town building inspector has not yet come to inspect it. We are aware of Addarios Golden Guarantee and have communicated several times that we are dissatisfied and would like to invoke the 100% money back guarantee, but have gotten no response.
  
  
  Regarding the water leak and damage: If it were installed correctly the first time, this could have been prevented. The manager, *************************** came for the second emergency service call two days after install. He asked if we had a wet vac, and both he and my husband vacuumed about 20 gallons of water from the bent drip pan. He said the unit was not level, which should have been done when installed. He also said they would replace the old drip pan that should have been replaced upon install, which was in our agreement. He also said he would wrap a damper valve. The damper valve is 2 ft. away from the drip pan full of water and from where the ceiling was damaged. If there were pre-existing conditions that caused the leak, why didnt the installers notify us? The salesman, *******************, assured us, as also stated in the contract, that anything that needed to be replaced or repaired would be replaced during install and anything that was in good working order would not. Of note, our old system worked flawlessly with no water leaks for 40 years, and the water leak happened two days after this install. The water damage to our ceiling aligns with the edges of the drip pan and not with the damper valve two feet away. When we showed ****** the ceiling damage, at first he joked about it saying it looked like blood splatter from a murder. Then, as he watched the water drip down from the ceiling, he blatantly asked, How do I know the damage wasnt already there? - He basically called us liars! On his 2nd or 3rd visit, only after we mentioned speaking with an attorney, did ****** acknowledge the water damage estimate and said that he got authorization that it would be taken care of, so we thought he was taking care of it. He never asked us to send in any documentation. If he did, we would have gladly complied. I will forward the documentation including painting invoice and pictures of water damage via email to: addarios.com. Other than the friendly receptionists, this company is not easy to communicate with. When ******************* called for the final payment, he denied any knowledge of money being deducted from the balance for damages. I asked him to communicate with ****** and get back to us with the corrected balance so we could pay it. We also asked for an estimate on adding a dehumidifier, as the new almost $20,0000 unit (including Mass. Save rebate) is ineffective at lowering humidity. A few days after that, we noticed that the damage had spread to the adjacent room ceiling, and we called our contractor back to add this to his estimate.
  
  
  Regarding the humidity issue: In order for the humidity level in the house to be comfortable, the thermostat had to be set to an uncomfortably cold level, to the point where we started shivering. Three days after the install, we complained about the dehumidification problem. After multiple service calls and Addarios attempts to adjust the thermostat, reset the unit, etc., the issue still exists. Upon the first service call for the dehumidification problem, the tech conveyed that this is as good as it gets. Our response was, If this is as good as it gets, we want to invoke the money back guarantee.  He responded that he would communicate this to management, and they would get back to us.
  
  
  We also contacted the manufacturer, *****, who agreed that something wasnt right with the unit, and that they would send a tech out to troubleshoot alongside the Addario tech at another service call. In the meantime, we had to install two 8,000BtU window units, which did a better job than the new unit. That is why the unit was turned off when they came back to test. We werent satisfied with its performance so we were using the window ACs instead. Additionally, prior to the test, we turned off the window units so the house would be hot and humid for a true test. The Bosch tech and ****** suggested removing the window units to tighten up the house. But they left in the middle of the test. They never waited for the first cooling cycle to complete. When the cooling cycle did complete, the humidity level was still too high at 60%. The ideal relative humidity for health and comfort is between 40%-50%. Anything higher increases the risk of mold and mildew growth. I have severe allergies to mold, for which I am on medication, and my doctor advised against being in a humid environment. The window AC units were able to drop the humidity to a comfortable level in the 50% range. 16,000BtU window units compared to the new 3 Ton Bosch were more effective at dehumidifying the house. Our old AC unit was 40 years old, leaking freon and was capable of reducing the humidity to 40% without a problem. The new unit fails in comparison, and we communicated that effectively and clearly to Addarios many times. This concern of ours was not acknowledged by Addarios until we reached out to Bosch customer service and threatened legal action. At that point they promised to rectify the problem to our satisfaction.
  
  
  After conducting further internet research, we have found evidence to support our claim on the dehumidification issues with the Bosch unit. We have also made multiple attempts to find an available contractor knowledgeable on the Bosch unit to diagnose and fix it, but have been unsuccessful. ****** admitted that he is not as familiar with the Bosch brand, as he usually works with Carrier. According to the salesman, ***, due to supply chain issues, Carrier was unavailable, so we were sold a Bosch. We have spent many hours working to resolve these issues. Our last several phone messages to Addarios were left unanswered. We spoke with receptionists asking to speak with either the owner or a manager to address the monetary concerns as well as the issues with the unit itself. When we got no response to our many messages, our attorney advised us to submit claims with the ************************ as well as the Better Business Bureau.
  
  
  At this time we wish to invoke the Addarios 100% iron clad money back guarantee.
  
  
  Thank you.
  

  ******* and *********************************
  
  
   
  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: 02/09/2023

  Lagal is working on this.

• Initial Complaint

  Date:10/12/2022

  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 sent a draft of this letter to Addarios on 8/2/22, and, while they did fix an improperly installed unit, regarding the rebates I never heard back. We contacted Addarios after having our home evaluated by the no-cost **************** assessment (Estimate #********, Job #********). We liked that they had a rebate department that would take care of all the paperwork for us (though the Mass Save website actually makes it easy to file as long as you have an AHRI number).The Addarios sales person told us we had to pay by March 15 to guarantee installation at the end of June. Addarios wasnt listed on the Mass Save Heat Pump Installer Network, but the sales person reassured us that he used to work for Mass Save and had helped lots of families like ours get the rebates. We paid Addarios $18,407 for 3 units and understood we'd be eligible for $3500 in rebates. We also told a technical guy and the team that actually did the installation that we wanted the Mass Save rebates (everyone said wed hear from the rebate department). I called Mass Save to verify that the system they were installing would be rebate eligible and was told unfortunately until Addarios provided me with an AHRI certified reference number, there was no way I could check.Addarios installed the units 3/17-3/18 and called 3/29 to tell us that in order to receive the Mass Save rebates we would have to pay an additional $3k for an integrated controller. We would have been fine waiting on the install until they checked the Mass Save program requirements but they had said they would take care of it. Or if they told us at any point they were uncertain about eligibility, we would have gone with someone in the Mass Save Installer Network. I called and left a voicemail with the rebate department 3/29 and never heard back.We ask that Addarios refund the $3500 that we expected to receive in rebates. Whether intentionally or by oversight, they misrepresented the rebate process to us.

  

  Business Response

  Date: 10/20/2022

  **************** comfort consultant met ****** and ******************* in late February ************************** installing heat-pump mini-splits in their home. The comfort consultant sat with the clients and went over different solutions and location of the mini-splits. With the solution that qualified for rebates you have to install intergraded controls per the Mass-Save Program which the rebates would net the difference in the cost of installing the integrated controls system. After further conversation we figured out that it was not cost effective for them to choose that option. Our comfort consultant built out these solutions for them in our system, they needed a 2 week approval via there HOA, I spoke with ****** and everything was virtually agreed on. The install was performed and everything went fine. They reached out to our office regarding rebates a little while after the installation took place, I spoke with ****** explaining and reiterated why they chose the solution they chose. We train weekly on serving our clients and the rebate process to be able to provide them all their solutions and incentives available.

• Initial Complaint

  Date:07/14/2022

  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.

  We contacted Addario's Services on 6/25 after our AC stopped working looking for assistance to get it fixed. Being a Saturday with a 90 degree day ahead we were in a bit of a scramble and they were the only ones who answered our call. We arranged for someone to come assess the issue on 6/28. The technician was here for less than a half hour, told us that the circuit board was broken and needed to be replaced. Since they would need to order the part, we were instructed we needed to pay half up front and they only accepted cash so we wrote a check for $707.70. We waited a full week for the part to come in and on 7/6 a completely different technician came to our house to replace the part. When he arrived, he didn't seem to have any context from our first assessment and upon looking at the system discovered it was actually a contactor piece that was broken and he was able to replace that and got our system going in about an hour and a half. He told us no further payment was due. We contacted ********* after asking them to look into costs as the problem they ultimately fixed was much smaller and far cheaper of a part than the initial problem they assessed. They provided us a receipt with no info, no explanation of costs, and insisted the costs were exactly the same which seems convenient. Looking online the cost estimates range between 100 and 400 to replace a contactor and after reading more reviews on Addario it seems we aren't the only ones they are taking advantage of (https://www.yelp.com/biz/addarios-services-woburn). We would like to be refunded and charged for the correct services and have had not received an acceptable response from the company after multiple attempts.

  

  Business Response

  Date: 08/04/2022

  ********* take customer care very seriously.  We have been in business for 25 years.  Our goal is to keep customer happy a full refund will be issued on 8-5-22.

  Customer Answer

  Date: 08/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************