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:04/25/2024

  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.

  **** ***** - Disabled ******* Veteran. NDT/QA, JIW-Mastercrafstmen, and licensed contractor for many years. 45 years *************** resident, upstanding citizen, and volunteer for several community organizations.Hopwoods performed warranty service work on our ******* furnace on 3/6/24 which we paid the bill of $372.54. We asked Hopwoods to help us recover our money from *******. We waited for 45 days for any help from them and the owner ***** said he would not help us in any way to recover our money on 4/25/24. We provided all documentation that was required by ******* to Hopwoods. We emailed Hopwoods 4 times and called them 4 times asking for help. NOTHING! We have all the records and have written down all conversations with both Hopwoods and *******.***** ******* is a terrible businessperson and a cheat. BUYER BEWARE! We may seek legal remedies in court against Hopwoods and *******************

  

  Business Response

  Date: 12/17/2024

  This is in regards to the **** ***** complaint. Mr. ***** contacted our office in regards to getting his furnace fixed. This is a furnace that was purchased online and self installed by Mr. ****** The furnace is oversized for the house with not enough heat runs and no return air. Only has 4-6 inch heat runs and customer was told he needs return air and more heat runs.  Mr. ***** was told that he would have to pay for the service call in full & then he would have to go through ******* for reimbursement.  Our policy is that all new customers must pay when service is completed.  As this furnace was not purchased through our company, reimbursement from warranty is the customers responsibility.  The unit was not even registered until 3 days before Mr. ***** called to request service. When Mr. ***** called with the no heat, we promptly provided him service to get his heat running.  There is nothing that was done correctly with that furnace installation, but our tech still worked around it to provide him heat.  ********* Heating & Cooling has one of the best reputations in ***************, we have never had any issues or complaints like this in the past 25 years.  It is not our responsibility to figure out getting reimbursement for Mr. ***** from ********  This is one of the problems that purchasing a unit online & self installing will cause.