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:12/20/2024

  Type:Billing 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.

  On December 11, 2024, I lost power which caused my brand new furnace not to work. I reached out to the business who came out and they tried telling me its an electrical issue. Ive had another **** person and a licensed electrician come out. They both agreed its an HVAC issue and that the person who installed the unit was to fix it. After a week and a day without heat, they came back and fixed the issue. But now they are demanding more money be paid when an invoice was never provided prior. Im asking g for all contact to stop and any request to stop.

  Business Response

  Date: 01/13/2025

  1st day i entered the home to help with a no heat call.i fould that the voltage was not staying true to what a furnace normally calls for.

  i told the customer to give an electrician a call because something was not right with the unit.

  the electrician showed up the same day just to say that there was nothing wrong with the electric.

  another hvac service provider came out as well only to diagnose the same thing (voltage was normal)

  given the info from the electrcian and other hvac company i then proceeded to order a couple parts since the equipment was still under warranty, the customer insisted on running to ******** to have the part available sooner, (the part that i needed had and estimated delivery time of 3 days) so i understood the customers frustration but at the same time wanted to save them money. 

  upon installing the parts (circuit board and transformer) the unit did the same thing again (voltage was not being received correctly) so i checked on final spot. a junction box behind the furnace (voltage read 44 at the time) i found a loose neutral wire in the box. i proceeded to tighten the wires with pliers and placed the wire nut into place. the unit turned on instantly.

  so long story short the first analysis i gave that it was an electrical issue was indeed correct. if the electrician would have found the issue and checked for tight wires the first time i would not be here trying to help my case.

  my whole 21+years in the field i have never once had a complaint filed against me which surprised me to know that one of my best customers was leaving a bad review about me. 

  more money was demanded because we had spend more than 3 hours total at the house and needed to be paid for my work as most companies would. i am just learning that there was a problem with my invoice app that caused the original invoice to have an incomplete send. 

  i an invoice did make it through though that the customer wanted to send to bge to see if he could get a reimbursement. *** denied the request but i still needed to get paid for my hours of service and here we are.

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22711368
  
  I am rejecting this response because:  The company that came out to the home stated that they were not getting proper voltage as the furnace did not turn on. I had informed the company, the day prior we had a power outage due to a down wire. The company questioned if this was the cause as they felt it was a power surge. I explained that I was unsure, but can follow up with BGE. During that first call, I informed the company of the steps I had taken to ensure that this furnace was not functioning. The company asked for me to call *** and request them to test the outside wiring. When *** came, the confirmed it is not an outside issue. I called the company back and asked for them to come out.
  
  The company then stated that they would come out and determine the issue. They first said it was an electrical issue. I was provided with an electricians name that they had asked me to use. I called that gentleman, did not receive a response. I called another electrician. They came out within the hour, and diagnosed the issue to say that it was the furnace. I also had the **** company and the electrician speak to one another as the electrician stated he was receiving proper voltage.
  
  The **** company came back out and replaced one part but it was not working. They said that the main board was no longer working. When they priced the new board. They said it would be 3 days. I asked the company, if I am able to find the part and pick it up. Would they be okay with that and install it sooner. I was told that they had cleaning jobs to do. And they will see if his dad can come out.
  
  His dad came out 2 days later and still it was not working. His dad stated that his son would need to come back and diagnose the issue. After the son came back. He did check the board, traced a wire and found that a neutral wire from the emergency shut off switch behind the furnace was loose. He tightened the wire and the furnace was working.
  
  I did not receive any invoice from this company to show what the bill was. No invoice was offered, and I dont know how much I owed. I gave the son what I felt would be right because of what I spent on getting a part sooner. I then received a call from his dad a few days later. His dad tried to obtain payment but no invoice was received still. His dad explained that he would have his son write an invoice for $400.00. They asked me to submit a claim to *** and if that claim was denied, then they will call it a wash. I said I would do the claim after the holiday season.
  
  The claim was filed with *** but it was denied. In the claim it said that a wire was replaced which is incorrect. This company has only worked with me once and that was to install a new furnace. My barrier is that, Ive never received an invoice. And I was also blamed for not using one of their electricians. I was told that my electrician couldve been anyone. And they dont know if he was certified or licensed. I find it difficult to be allowed to not have heat for a week and a day. Especially when Maryland was due to have a cold snap of weather coming in.
  
  Due to the harassment of this company. I filed with the BBB. After my complaint was received, the father called me. He asked for me to retract my complaint because the son was heated and felt I was doing them wrong. But because of the issues I had to work with and no response or assistance. This is where I am at. To be call a best customer to me is not correct. I did not have doings before and was never updated on the invoice. Never was I told that he had issues with the invoice. If that was the case, then I shouldve been given information.
  
  I am asking for all communication to seize with this company.
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 02/10/2025

  And invoice was needed in order for bge to have an overview of the price they were obligated to pay if they found that the problem was indeed on their end.

  There is proof above that an invoice was sent during the previous visit.

  I have a family I am supporting and a very good reputation to uphold. I would never lie to my customers nor create false information. I stand by my previous statement. I will attach the other invoice once I receive it from my invoice company. I accidently deleted it but it was sent that I swear on my children's lives. 

  I did not force the customer to use my electrician. I always offer options.

  The particular electrician that was used missed an important shorted neutral wire. Even though the voltage was present it was disappearing at the same time while I was there. This whole.situation would not have happened if that wire was found by him.

  i.made sure the customers were standing near by and they saw for their eyes that I had voltage at one time and zero voltage a couple minutes later.

  I offered to replace the board as it was under warrenty and the customer would not have to pay out of pocket for it. I was a day out and the temperature outside was not unbearable at the time. The only reason I would have to keep a customer waiting 3 days is if a part was unavailable and needed to be shipped to my part store.

  I wholeheartedly apologize for whatever inconvenience/miscommunication I may have caused and I hope we can come upon a resolution that does not require soiling my name. I have always been honest and I have never steered a customer wrong. I am human and make mistakes as do others. I am sorry this happened.

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22711368
  
  I am rejecting this response because:  
  
  Sincerely,The business is stating that they needed an invoice to determine what BGE was responsible for? This would be inaccurate in my opinion. No invoice was sent by the company. I am finding that every time that Im reporting back, a new version is being provided.
  
  Yes, the business did not force his electrician to be used. They suggested calling, which I did and did not receive a response. I went and located another electrician who is certified, insured and licensed. Now when that electrician came out. I provided him with the information that the business was giving me. Its hard to state what was missed since the electrician was going by what I gave to him. While he was here, we spoke with the business.
  
  Both the **** and electrician spoke. How can one say that something was missed when it was spoken about what was going on at that time. The replacement board was not offered. It was told that a new one was needed.
  
  To state that the weather was unbearable, is a shock to me. I dont appreciate waking up to ***** degrees and having to run my electric fireplace, and 2 oil furnaces to keep my house somewhat warm. Its hard to believe that waiting to receive a part can take 3 days. When I asked if I find it, will it be installed sooner? I prefer that what is done is done and that my heat is working. All due to a loose wire as stated prior. No shorted wires, as stated by the business. Again another story that Im needing to redefine of what happened.
  
  The resolution would be that this is now over and done with. As the **** techs father stated. If *** found it to be no fault of their own, then its a wash. I prefer that it is left that way. No proof of an invoice was sent, and no invoice has been sent. Its coming up past 60 days now. How much longer would we have this going on for? Im not putting a black and blue on the business. Im simply stating what I know has occurred.
  
  
  **** *********

  Customer Answer

  Date: 03/12/2025

  Better Business Bureau:

  Can you please close this case. The company and I have settled outside of the better business bureau. I appreciate all of your help and understanding. We have chosen to not go with mediation and a full refund was provided to me by the company. 
  
  Thanks,
  
  **** *********