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:02/23/2023

  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.

  Since November of 2022 - I have requested that Hometown Heating and Cooling come fix our newly inserted ***** HVAC system. The unit ran continuously for several hours on end and at times would not shut off. The aux heat would come on and when I addressed that with hometown, they told me that this was normal and okay. SEVEN times, hometown responded to our home and each time told us that nothing was wrong. One of those times the owner himself had came out and also denied there being anything incorrect. Fast forward to today, we have received two electric bills for $430. I have contacted our electric company who checked our meters and everything is okay. They suggested that we have HVAC come out as this appeared to be an HVAC matter to them. After having Hometown out frequently with no resolution, I had to hire TWO new companies ($150) to take a look. Come to find out, the ductwork was incomplete and too small. Now we have to pay $2,000-$4,000 to have our ductwork completed by a new company on top of paying two costly electric bills due to Hometown being at fault. There are pictures attached below for reference of their work that was done poorly, including the contract. We are requesting that hometown refund us for the electric bills (Total - $860) in addition to refunding us for the money we now have to spend on another company to finish their work. In the paperwork provided to us it states from Hometown "All necessary ductwork will be galvanized metal supply trunk with flexible supply runs and return. All ductwork will be properly sealed and insulated." Key word: PROPERLY.

  Business Response

  Date: 02/28/2023

  In Response to the complaint that was made against Hometown Heating and Cooling (HHC) we would respond as follows. This company was hired on June 13, 2022 by ***** *****, then owner of the home to install ductwork and a new heat pump system. The Install happened in July of 2022. HHC received a work permit from Queen Anne’s County and when the work was completed it passed both the rough-in and final inspections without flaw from MDIA (Middle Department Inspection Agency). The home was subsequently sold to the complainant who presumably had a home inspection and the heating system would have been tested. 
  Hometown Heating and Cooling responded to a request from the complainant, despite the fact that the initial contract was not with her. HHC responded on November 21, 2022 & November 23, 2022 to troubleshoot any equipment problems with the help of ***** tech support. On Friday Dec 2, 2022 HHC again went out was to install a new ***** Inverter board on the outdoor heat pump. HHC again went out to the home on December 13,2022 and December 20, 2022 to check operation per the complainant’s feeling that the unit was not was working properly, it in fact was working properly. A follow up call was made by phone and the complainant confirmed that the house was comfortable with no issues. The Complainant was not charged for any of the above. 
  After two months of no contact no contact or complaints a text was received about two electric bills being high. An HHC representative called and spoke with the complainant despite the fact that a high bill in winter months is normal. During that phone call HHC offered as a courtesy to come back out to take a look again and the complainant politely refused and said the system was working great, the house was comfortable and she was going to contact her electric provider to find out why her bill was higher than expected. No further contact was received by the complainant. After receiving this complaint HHC reached out to the complainant and has yet to receive a response. We find it important to note that no documentation, report, or invoice from a licensed HVAC contractor of the issues stated in the complaint were ever reported to HHC. If any deficiencies were in fact found, HHC would have been more than willing to correct any problems, if they actually existed, free of charge.