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:11/25/2024

  Type:Customer Service 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.

  At that conv w office I made 37 phone calls , many text ,at least 20 visits to office to meet or try to meet owner, I paid them cash and they Never completed the work i paid for. They never finished the ints duct work leaving giant holes in my walls. The furnace out duct is in wrong location and draws out air right back in. They Never hooked up my lines for on demand water, and this out vent is also located in the wrong location which draws vented air right back in and will eventually damage system, constantly shuts down and errors, drip line on furnace still not installed correctly, no drain installed for my washing machine, I tried to upload the other pictures but they didnt go throughI was asked to come in and speak w owner before they would release any of my file so I could go elsewhere and get warrenty info. I met w owner he asked me to give them Another chance to make it right I agreed. They no showed again. I contacted the office, they said I needed to meet w owner, I said I Already did, and I wanted owner to call me and get this set for a date to fix Again NO RETURN PHONE CALL , NO SHOW,NOTHING. I used this company before in my old house they were GREAT I used to recommend them to everyone in person and online , but I'm so ****** and fed up. This is my last recourse other than court. We shook hands and old schooled this CASH transaction. I'm so disappointed and angry.

  

  Business Response

  Date: 12/12/2024

  Good afternoon. This is temporary acknowledgement of this complaint. Kevin has been out of town and was unaware of the first email that came through regarding this. He is working on and will have an answer prepared by Monday. Thank you so much for your patience.

  

  Business Response

  Date: 12/17/2024

  Good afternoon,

   

  Please see my response, attached. Please let me know if you have any further questions.

   

  Thank you.

  Kevin

  Customer Answer

  Date: 12/19/2024

   
  
  Complaint: 22591547
  
  
  
  I am rejecting this response because: I am not satisfied at all with Mr. Shoemakers response as he failed to address many of the issues of my complaint.

  1st Yes, he placed a temporary furnace in my basement but I have a receipt signed by Mr. shoemaker showing that I Paid all rental fees on this furnace, PAID in full.

  2nd The duct system was installed to be zoned heating system and yes the duct work was all paid for as Mr. Shoemaker states yet the duct work was never finished as shown in the pictures where there are giant empty holes in my walls. I do agree that I never paid for the duct work to be actually connected to the furnace, as this would be done when the new furnace would be installed. But at our last face to face meeting that i attended with Mr. Shoemaker I expressed my anger that my projects I paid for were never completed. Mr. Shoemaker asked me to give him another chance to get these things fixed, I agreed. We also discussed him coming over and fabricating ducts to bring some warm air upstairs before it got cold, because it was getting to late to go further with the new furnace as the duct work was still not complete. He promised me that he would have it fabricated and working before winter. We never discussed the new system or the cost because we were not there yet. Again he promised heat upstairs before cold weather came. Weeks went by and I had heard nothing about a start date to do this I called and left message with office lady to have Mr. Shoemaker call me, nothing weeks go by I call again and leave another message with office lady for Mr. Shoemaker to call me, I never heard from them again, NO SHOW, NO CALL. 

  3rd Also he mentioned I was having zoned heating installed, But then I found out that with zoned heating wires should have been run in the walls before the drywall was put up, and this was never done. This company was one of the first contactors in the house so they should have ran the wiring for the zoned heating to all the rooms being controlled. The only way to get the wires upstairs now is to somehow fish the wires up the walls to where the controllers will be. This is their responsibility.

  4th The return air openings he mentioned should have duct work  installed in them and whether that needed to be done before the trim that is still on them as the trim was the very last thing that was done before painting. Register covers were never talked about because I knew that was on me to get after they installed the duct work.

  5th At our last face to face meeting we also discussed how angry I was at making over 37 phone calls to the office, many texts, and over 20 times I drove into the office just trying to get these jobs completed. Just trying to get the work I had paid for done, and the one extra project of fabricating the heat upstairs which a price was never discussed as I was still trusting him to give me a decent price. But this project was also never done.

  6th In reference to the plumbing he claims to know nothing about, That was mentioned at the last face to face it was also mentioned on the twenty times I went into the office to complain, which he was never there but I left messages with his office staff every time to have him call me. The drain on the spa tub never worked since they installed it, one of their guys came out maybe 12 or more times to fix it but never did, other contractors here at the time asked what he was supposed to be doing because he just walked in circles. This was discussed with Mr.  Shoemaker also face to face. I eventually hired another contractor to fix this so i could use the tub. So basically, I paid twice to get to use my tub, and I believe Mr. Shoemaker should have to reimburse me for that cost.

  7th I never mentioned any condensation on the furnace because there is none, not sure where he got that, Exhaust venting on the furnace is a big problem though. They had to cut holes in my exterior walls for this exhaust vent but they put it right under the deck so the exhaust goes out hits the deck and gets sucked right back in, instead of the fresh air that should be coming in, this will eventually ruin the furnace. So the exhaust vent needs to be moved so it can get fresh air in, this will create another hole in the outside wall, so the old holes would need to be filled correctly and the siding replaced. Mr. Shoemaker mentioned that they would fix the venting when the new furnace was installed but still that means these original holes cut in my exterior walls still need to be properly filled and siding replaced. This is just another error on their part.

  8th Mr. Shoemaker also never responded to the On Demand Hot Water system and why the return lines where never hooked up so that the worked properly. Any why the venting on the On demand system is also cut in the wall in the wrong place. The exhaust is going out hitting the deck and sucking the exhaust fumes back in causing constant errors with the system. I had to pay another contractor to come and hook up the return water lines so that would work and he had to unhook the exhaust lines on the system to stop the error codes and shutting down of system. The exhaust line needs to be moved in the exterior wall the old hole will need to be properly sealed and siding replaced.

  9th Mr. Shoemaker also failed to respond to explain why when his guys ran the water lines for my washer and dryer they failed to put in a drain for these. This was also paid for in the plumbing pmt their guys just forgot to do it.

  10th They installed a cheap kitchen faucet in the utility tub in laundry room instead of a utility faucet, there were a lot of issues trying to get the faucets that I originally picked out, they installed the wrong faucets in the master shower twice before getting that right, but they never did install the last pc in the master shower the lower rail that you take the handheld  faucet down and hang it on this bar so that it is lower which I have needed since I have had 5 surgeries since this all started.

  So in closing the things that Mr. Shoemaker needs to take care of are:

  1- All the empty holes in the walls need to have the duct work installed.

  2-The wires that should have been run in the walls for the zoned heating need to be fished through all the walls where the controllers where to be.

  3- Repay me for the cost I had to pay the other plumber to come in sand fix my spa tub drain.

  4- The exhaust venting on the furnace needs to be moved so that it works properly, and the old hole in the wall needs to be properly sealed up and siding replaced.

  5- The exhaust venting for the On Demand Water System needs to be moved on the exterior wall to a location as to where the system works properly, and the old hole sealed up properly and siding replaced.

  6- A drain for the washer and dryer that some how they forgot to put in, and anything fixed that gets messed up while putting this in.

  7- I am also asking for repayment for the cost I paid another contractor to come in and hook up the On Demand Water return water line so that the system would work.

  Sincerly, 

  
  Lori Campbell

  

  Business Response

  Date: 01/03/2025

  Good morning,

   

  Just wanted to make you aware that Kevin has been out of the office for the Holidays.  He is aware that a response is required to Ms. Campbell, and will have it in the requested time frame of 7 days.

   

  Thank you for your patience in this matter.

   

  Deb

  Customer Answer

  Date: 01/04/2025

   
  
  Complaint: 22591547
  
  
  
  I am rejecting this response because: I do not see a response from Mr. Shoemaker, but stmt from secretary saying he will respond soon? 
  
  
  
  Sincerely,
  
  
  
  Lori Campbell

  

  Business Response

  Date: 01/08/2025

  We are happy to report that at this time we are working towards a resolution with ***** We have been in contact with her and we do have an appointment scheduled on Tuesday 1/13/25 in the afternoon.

   

  Customer Answer

  Date: 01/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I will need to see if Mr. Shoemaker is going to fix, correct, finish all the work that did not get done, and see if he is willing to take care of everything in my original complaint not just 1 part, they have mentioned putting in the duct work they never put in , but My complaint had alot more serious issues that they have yet to address, So I will have to see what happens on Tues. To see if they are going to fix all the issues they missed. 
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:03/16/2023

  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.

  When purchasing my current home, initial inspection (*** ****. 10/18/22, $690) noted a visible Crack in heat exchanger (was later retracted) but I requested HVAC inspection (done 10/31/22 by Shoemaker, cost $220). On 11/17/22 Furnace failed to work. Shoemaker was called and came that night. I was told that "inducer is showing 2.2 Amp drawn. 1.1 Amp is normal. Extra Amp is from heat exchanger possibly plugged" Technician told me I needed heat exchanger replaced but due to cost recommend new furnace. I asked what Amp was on 10/31/22 inspection and was told they didn't check it and when questioned about what good was inspection if less than 3 weeks later it fails. I was told that furnaces can just fail any time. Technician was able to get furnace working but said it could fail again at any time. The next day I got a call from owner of company trying to sell me new furnace but due to loss of confidence in company I refused, wanting another opinion. On 11/18/22 I had leaking gas line on stove and gas company shut down. I called ******** plumbing and heating in ************ ** to repair stove and check furnace since they were the ones that initially installed furnace and stove. They came on 11/23/22 ($385) and fixed stove line and checked furnace. Stated "checked operation of furnace, pulled blower motor assembly and checked heat exchanger, furnace in good shape." Ever since I moved in (Nov 1, 2022) I have smelled faint gas smell in backyard but it was stronger on 1/17/23 so I called gas company. Immediately the man who came out noted orange coloring on exhaust vent and noted "melted exhaust on furnace." I was told this was very dangerous and gas was shut off. Then called ******** ********** *********** in ********** **. Ended up buying new furnace for $6102.84. I feel that I did everything to prevent this extra cost and obviously it was all a waste of money because obviously Shoemaker's inspection meant nothing, was it even an inspection, and I would like compensation

  

  Business Response

  Date: 04/17/2023

  [BBB Transcription via Attachment]

  On 10/31/22, Shoemaker Heating performed a furnace inspection at **** ** **** **** **** which included checking the operation, safeties, and visual inspection of furnace. We also replaced the air filter. Our clean and check service does not include, or imply any warranty on the inspected equipment. Standard clean and check procedures do not include taking amp draws, and there were no notes by the clean and check technician at that time that would indicate further issues. 
  On 11/17/22, our after-hours technician responded to a no heat situation for the new owners of the property, the *********'. The technician at that time noted a high amp draw @ the inducer, possibly indicating a plugged heat exchanger. Ms. ********* was contacted the following morning and spoke with ***** Shoemaker regarding the situation and potential remedies which included replacing the heat exchanger under warranty, or replacing the existing furnace with a new one with possible trade-in credit from ******. After this phone conversation we had no further contact with the owner. She did not give us a chance to remedy the situation. Further, it appears another HVAC company subsequently looked at the furnace and found no issues at the time of their visit. The furnace was ultimately replaced two months after our last contact with the customer. 
  We regret this situation and are sorry we did not get a chance to work with the homeowner for an amenable solution, however, we do not feel money compensation is warranted. 

  Customer Answer

  Date: 04/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The inspection was for a home purchase and was not just a routine maintenance.  It states that pressure gauge was checked. Doesn't that mean that amps should have been checked? I still feel that I should be somewhat compensated. At the very least, I should get money back from inspection and service calls. The previous owner would most likely have replaced or at least split the cost of a new furnace. The fact that I was smelling gas and the exhaust vent was brown since I moved in indicates that it was probably bad all along.
  
  Sincerely,
  
  
  
  ****** *********