Complaints

This profile includes complaints for Whitney Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Whitney Services

  8980 N Rodgers Ct SE Caledonia, MI 49316-8051

  
• 

  Whitney Services

  1419 Sheldon St Lansing, MI 48906-4916

  
• 

  Whitney Services

  523 Oak St Kalamazoo, MI 49007-5029

  
• 

  Whitney Holdings LLC

  Coral Springs, FL 33071

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:04/12/2024

  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.

  Whitney T Holdings was assigned to us by our home warranty company AHS. We had technicians make several visits to our home to "repair our hot water heater". The issue began 10/2023. After much back and forth and even paying for services that were not necessary on our old hot water heater (descaling, $250) the request was put in and approved for a replacement. There was much back and forth between myself, the warranty company and Whitney T Holdings once the replacement was approved. I had to even track down the unit myself by calling venders in order to provide them an order number. The new unit was finally installed 1/30/24. No permit was pulled by the technician (at least I was not made aware that one was obtained). But to make matter worse, we started experiencing the same issues with the new hot water heater. This prompted us to get a 2nd and 3rd opinion of the unit. Both opinions were SHOCKING. Both discovered the same exact issues with installation. Basically, our hot water heater was installed incorrectly. We were also at risk of carbon monoxide poisoning and even a possible fire since our exhaust was rotted and not replaced but instead was put together with tape. We were advised to unplug the unit and shut off the gas to it. The technicians from Whitney T Holding were not confident at all from the very beginning when working with this unit. At that time, they should have admitted to not knowing what they were doing instead of guessing and putting mine and my families lives at risk. Here we are 6 months from the original complaint with the warranty company and we are again without hot water.

  

  Business Response

  Date: 04/13/2024

  After reviewing your work order, we have found the following: The permit is pending payment on your part. Once you pay the permit fee, the permit can be filed. Additionally, we have attempted to send a senior plumber to take a look at the water heater, you have denied us access to do so. Safety is our absolute number one priority, we cannot fix things if we are not allowed access. Your warranty company orders the water heater. We have no control over how long they take to order it or where they order it. We expressed your frustrations on several occasions and I personally made those calls to try and help. I understand every frustration you have, I would like the opportunity to send someone back to see what's going on. 

  Customer Answer

  Date: 04/16/2024

   
  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. Yesterday, 4/16 two skilled and senior technicians came to my home and reinstalled the water heater. Their work was quick and efficient. They were extremely thorough and kept me informed each step of the way. I am greatly appreciative to Whitney T Holdings for rectifying this issue for us. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/21/2024

  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.

  American home shield sent them out to fix our furnace. After a week they came out 3/18. Did not finish. Now they will not return calls & our furnace is not complete. We dont even know if it is safe. Its a gas furnace. We could have a leak, or a co2 leak. Also, the thermostat is broken and will not turn off & is heating home to 80 degrees. I feel like this is a huge safety concern and Chase extension 103, does not seem to want to address the issue or return calls

  Customer Answer

  Date: 03/21/2024

  This was resolved quickly.  I received a phone call from the owner. He understood & was actually great to do business with.  If my complaint can be removed or updated to show it was resolved quickly & professionally that would be great!  

  

  Business Response

  Date: 03/31/2024

  The complaint has been addressed. In the complaint comments from the customer she asks that the complaint be removed. She is satisfied. 

• Initial Complaint

  Date:12/08/2023

  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.

  Whitney Services, ******* Whitney and Whitney Holdings LLC have left the home of a ********************************************************************************** the house. Assuming trust of their ability to diagnose why our power grid was being overwhelmed by a hairdryer, they were scheduled to diagnose and fix the issue. The what I believe to be unlicensed electrician they sent out told me he shook something loose and rendered the power to half our home dead and then followed up by also alerting us to the fact that he had no ability to even diagnose the issue. Now we cannot even turn the breaker back on to at least use the power without any sort of appliance until a diagnoses can be made due to his incompetence. He additionally broke a perfectly good bathroom light fixture and didnt even alert me to the break. I had to discover it myself. Whitney Services did not contact me to apologize and schedule a follow up appointment. I had to call them 2 times to get any information and get something scheduled. Now they tell me it will be 6 days before they can even send another individual out to assess the issue. 6 days finding broken glass on the floor that were missed by their electrician, 6 days without power to every bedroom and my only bathroom with a shower. Our home has tight corners and it gets dark by ******************************************************************************** the dark. The stairs in our home are steep and we havent a clue the extent of the damage their electrician caused as they wont find another electrician to take care of the mess they caused within a reasonable timeframe. 6 days is unacceptable when your team caused the outage and additional damage.

  

  Business Response

  Date: 01/09/2024

  Upon reviewing this case, I see we did experience some difficulty finding parts and had to reschedule a couple times because of that. Communication for that was sent to the primary person on the account, *************************. I show ********************* as a secondary person on the account. This is the way we received this work order from the home warranty company. The technician called the office as soon as he left and was very honest about breaking the fixture, and asked that we get whatever was needed to make it right. If you should be the primary person for communication on this policy, please call your home warranty company and correct that so that further communication is not delayed, resulting in unnecessary frustrations. We apologize that it took so long to resolve the issue. 

• Initial Complaint

  Date:11/27/2023

  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 have been dealing with Whitney for over 2 months to replace my attic air conditioning unit. They repeatedly promised to come and do the install, arrived late or canceled after their 6-7 hour window passed.September 18th, October 11th, October 23rd, October 30th, November 8th, November 18th and November 27th.7 dates to do a job that was quoted as 4-6 hours. They showed up so late it was impossible to do the install the first time. Then 2 guys showed up even later in the evening and re-measured everything, with no work done. Then they canceled on the next 2 occasions. Finally I got 2 hours of work on October 30th and 6 hours on November 18th. Project is still not complete! They also changed the covered material and labor to not include new flexible duct in the attic. Who installs a new unit and leaves 20 year old duct? Then says its an additional $4,400 to replace it?

  

  Business Response

  Date: 01/09/2024

  Several people in our office have gone over this with ****************. The home warranty will not cover the replacement of his ducts as there is no failure with those ducts. He was quoted to replace the system not the duct work throughout the home. We did provide an estimate to upgrade his flexible duct system to non flexible as that is what he is wanting. He decided not to move forward with that. We provided the services that the home warranty covered. 

• Initial Complaint

  Date:10/10/2023

  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 paid a fee to American Home Shield for a covered repair for a broken electrical socket. The problem was misdiagnosed as my circuits being over-loaded when they are not. This scared American Home shield causing them to offer to buy out the warranty. They then said for another ***** they would come fix the problem t on top of the insurance one twenty five. The contractor me they said that was just for the electrician to come back and find more things wrong then they want to bill be for all repairs outside of the warranty including the socket as a service call fee. By taking the American Home Shield contracted covered service out of the warranty and misdiagnosing it they proceed to run up a bill based on false claims. The *** states they completed service for this claim when they have not. I still have a broken socket. I asked them to work with American Home shield to straighten the status Two inspectors have also gone over this house, the city and a private company. No such condition exists. If it were true the A plus rated electrical company who put in the new panel would have fixed it under warranty, instead they offered to fix the socket for *****. I had to say I had already paid and contracted American Home Shield to do repairs. American Home shield is scared and wants to cash out or drop the warranty due to the distorted picture they have painted. American Home Shield refuses to send another contractor and its blocked out on the dashboard I have to use for for any electrical service ( it says to contact the contractor for a fee outside of the warranty and I cant even enter another claim for the socket.

  

  Business Response

  Date: 10/20/2023

  The electricians notes from the visit state that you had loss of power in one room. There is a bunch of old wiring in that room that was connected to some new wiring. The notes state that once you plugged in the bed, the circuit went dead. When you have older wiring, it isn't able to carry the load that the new wiring is. Connecting the old and new wiring doesn't fix the issue of an overloaded circuit. You will need a new circuit pulled from the panel with all new wiring. Unfortunately this isn't covered under your home warranty. We are here to help you on a retail basis with what you need done. 

   

  Additionally I wanted to address what you stated about American Home Shield and their control over your dashboard. That has nothing to do with us. We do not, nor would we, control any part of what American Home Shield does with your home warranty. We have forwarded a copy of this to our contractor rep so that she can have someone reach out to you about your dashboard. 

   

   

• Initial Complaint

  Date:09/20/2023

  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.

  Whitney ********************************************* is contracted by American Home Shield (AHS). AHS sent them out in June to do preventative maintenance on my A/C. When I needed the A/C in July, it blew the capacitor when it was turned on. Never had a problem with it until then. I ended up paying an additional $100 for them to come fix it again. Now, AHS sent Whitney out to look at a leaking pipe and my hot water heater. The water heater is only 3 years old. Whitney told AHS the tank had rust under it and was leaking. Pictures are included. No water on my basement floor and the cover he took off to inspect it, is still off. You can see the view he looked at and there is no rust. They "allege" they cannot get the same tank and have to do modifications. They want to charge me another $700 for modifications that do not need to be done. The individual that came out was *****. He also "fixed" the leak in my pipe. It started leaking again 2 days later. I want my Hot Water heater properly repaired. The code that was flashing on the heater when I looked at it stated an element needed replaced. I also want the leaking pipe properly fixed. And a refund of the $300.00 I have also paid out for their services.

  

  Business Response

  Date: 07/31/2024

  Thank you for your review. We apologize that you had a frustrating experience. We continue to strive to do better as we're normally known for our exceptional attention to detail. We will use this feedback to ensure this doesn't happen again. 

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 20633773
  
  I am rejecting this response because:

  I appreciate the apology, that doesn't put the $400.00 back into my bank account. Not only did I have to pay Choice Warranty $100.00 to have Whitney come to my house and not even attempt to troubleshoot the Water Heater. Then they utterly lied to Choice Home Warranty stating I needed my Hot Water Heater replaced. All it needed was one part replaced. I ended up getting a contractor on my own to replace the part and the bill was $300.00 for the part, diagnostic and repair. I would like my money refunded due to their technicians incompetency. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/01/2024

  We have not billed or collected any money related to your home or account so we do not have anything to "refund".  If there are repairs needed we would be more than happy to process approvals through your warranty company and if they approve we can make this repairs at no cost to you. 

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 20633773
  
  I am rejecting this response because:

  I did not say I paid you. I had to pay American Home Shield $100 for your technician to come out to my house. Since your technician informed American Home Shield that I needed a "NEW" Water heater, they refused to even let me get a 2nd opinion, Therefore, I had to pay another $300.00 out of my pocket to have it properly repaired by a competent contractor. Your technician cost me $400.00 vs the $1200.00 American Home Sheild wanted to "replace" my hot water heater. It should have only cost me $100.00 to have the technician come out and "fix" my water heater. Your company cost me an additional $300.00 that I should have never had to pay. I would like to be reimbursed. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/14/2023

  Type:Customer Service 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.

  2 times service call was framed completed. I never received a call to set up service. Nor will company provide camera evidence as they say they have for coming to my residence. No service was done . Im seeking my ****** service call funds returned to me .

  

  Business Response

  Date: 08/05/2024

  We reached out on 8/26/23, 9/11/23 and 9/14/23. We show record of speaking to you on 8/25/23 to confirm the appointment. When our technician arrived on 8/28/23, they found that no one was there and available.

• Initial Complaint

  Date:07/08/2023

  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.

  NOT recommended, ************ was assigned by my home warranty company for repair of my outdoor hose connection. I was charged $75 for the "service call" out of pocket. Their version of the service call was a 5 minute phone call where the tech diagnosed needing a new hose bib (faucet) and to do that an access panel would need to be cut into the wall in my home. I was told in addition to the service call fee, I needed to pay an additional $245 for the panel, labor and additional parts..so the day comes for the tech to do the work, upon actual inspection, the faucet did not need replacement, only adjusted, which my warranty company covered the entire cost of. Whitney did not contact me regarding a refund for what I paid for services not needed. When I called them I was told it would be reviewed and someone would contact me, no one did, I called a week later and was told I would be refunded $150 of what I was charged, when I questioned this I was told the remaining amount was for the new faucet and lab,to which I provided photo proof the faucet was NOT replaced and reminded them it was not possible to replace the faucet without the access panel which I was already refunded for because the work was NOT needed. I am happy to pay for services rendered, but this is blatant fraud. It's been weeks, I was told a manager would contact me, that has yet to happen.

  

  Business Response

  Date: 08/05/2024

  On 5/23/23 we do show the note that the tub spout and hose bib needed to be replaced. We reviewed the cost of $245 with you on 5/24/23. On 6/8/23 a technician was able to replace it without cutting an access panel. On 6/12/23 is when the refund was requested. You were then refunded the $150 that it would have cost for the panel. 

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 20292447
  
  I am rejecting this response because:

  I should have been refunded the entire cost. I was charged. This was a claim against my home warranty, which was paid out by the warranty company.No additional parts were installed or provided, I had previously paid and out-of-pocket inspection fee. I believe of $75. It could have been more.No additional costs should have been required.
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 08/08/2024

  We greatly apologize for the confusion and guilt understand your frustration.  Your warranty company did not cover the repairs but out of good faith we will finalize the remainder of the refund you are requesting.  Please allow 10 to 15 days for the refund to process. 

  Customer Answer

  Date: 08/08/2024

   
  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,
  
  *************************************

• Initial Complaint

  Date:06/01/2023

  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.

  February 2, 2023 was the date the transactions took place on 2 credit cards. For a total of $5500 which was for an installation of a furnace and air conditioning units. I have been struggling to get them to permit the work and this past weekend the air conditioning unit would not turn on at all. They did not complete the installation of the air conditioning unit because it was winter but they assured me that they would come right out and get the unit running in the summer. When I reached out for help they pushed me to a week out for service despite the advertising emergency service. My mom is 83 years old and it has been a been hot these last couple of days. Now they want to say they only warranty their installation for 30 days. When industry standard is one year.

  

  Business Response

  Date: 08/08/2024

  We are very sorry and understand your frustrations.  The work was placed through your warranty company and they only cover the warranty period for 30 days through them.  They then request that new work be placed.  We are bound by their terms when completing work with them involved.  Our company does offer a 1 year warranty on sales placed directly with us. When we returned to your home in April to do the start-up everything was running good, in June when you were experiencing the issue we came back as a courtesy and identified you had an unrelated electrical issue.  We sent an electrician again as a courtesy and the electrician was able to resolve the electrical issue inside of your electrical panel and advised a panel upgrade was in order in the very near future or greater issues were likely up to a fire hazard. It appears you initiated a chargeback with your credit card company so it appears you received the refund.  If we can do anything more for you please reach out and we will work to resolve any issues related to this installation.  Again we are very sorry for any troubles along the way that you endured. 

• Initial Complaint

  Date:05/12/2023

  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 submitted a claim to American Home Shield on May 3, 2023 for a leaking water heater. I had a “virtual” visit with Whitney who was the assigned contractor who agreed with my determination of a leaking water heater. The water heater is less than 3 years old and under warranty. I received follow up from AHS that there was some charges that weren’t covered. They called them “modifications”. What they meant was that they were charging me for all new connections, pans, etc. Every agent I spoke with told me something different. First it was that the labor wasn’t covered than it was because the modifications weren’t covered, etc. I was told I needed to call the contractor assigned, which is Whitney holdings LLC who then told me that they had billed $1700 for the service. I advised that the parts they said I needed would not be required because everything was less than three years old, up to code, and like new. Also, the water heater was under manufacturers warranty, so that also was covered. I spoke with “Brian” who couldn’t really tell me what the $1700 was going towards because labor certainly doesn’t cost that much and the water heater was under warranty. He was rude and advised that was that and hung up.
  
  I asked for the pay out on this claim to which American
  home Shield told me they would give me $140 for the labor. AHS indicated that that was the amount Whitney holdings was charging them. There is absolutely no way they were only charging that amount. They were going to charge me for items that I didn’t need to make up for the difference because the water heater was under warranty. I ended up hiring my own contractor who charged me $450 for the install and no additional parts or needed. I would like to be reimbursed for the labor that I ended up paying.
  
  Terrible company, fraudulent activity and working with AHS against customers.

  

  Business Response

  Date: 06/26/2023

  On 5/5 we did a video diagnostic visit for your water heater. We gathered all the details to submit to your home warranty company for approval. You shared in the visit that your tank was under manufacturers warranty but you didn't want to use it. Per your home warranty company, in accordance with your service agreement / contract, no items with existing manufacturers warranty would be covered. They require you to utilize that manufacturers warranty. They were willing to cover the labor to install the new tank. What they chose not to cover was a list of things we submitted to them we needed to do to install the new tank. When we submit a claim for authorization, we tell them what has to be done, as required per our contract. They then choose, in accordance with your contract, what will be covered and not. We have no way of knowing what your contract will cover until we do so. Upon reviewing your claim further, we billed your warranty company $95 for the diagnostic appointment. I show they chose not to cover $630 for the modifications that needed to be done to install the new tank. I show that you spoke with Bryan 4 separate times, as well as 2 other staff members in our office and you shared that had you known that there may be an out of pocket you wouldn't have used your home warranty policy at all. Often times a lot of frustrations that come in to play in situations such as yours, are as a result of not fully understanding your contract. Your home warranty company has a department of wonderful people who will help go over your contract and explain things to you. I also encourage everyone to call and ask questions about coverage prior to placing the home warranty service request and paying the deductible. Additionally, your manufacturer has a database of contractors who service the equipment under manufacturers warranty, that may have saved you some time and money as well. Hopefully this helps clear up some of your confusion. We wish you the best going forward. 

   

   

  Customer Answer

  Date: 06/29/2023

  I DID want to use the warranty on the water heater. All the additional parts were not needed. The ones I had are practically new.  I did speak with Brian who was rude and unhelpful. Brian dismissed me when I wanted to discuss what was needed and practically hung up on me. It's a scam to get money from the warranty company. No further action is needed but "buyer beware" of this company and Amercian Home Shield.