Complaints

This profile includes complaints for Colonial Heating & Cooling's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Colonial Heating & Cooling

  41280 Joy Rd Plymouth, MI 48170-4697

  
• 

  Colonial Heating & Cooling

  41170 Joy Rd. Plymouth, MI 48170

  

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:06/21/2025

  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.

  In March, colonial service tech came out to look at my dishwasher that stopped working. Told us it needed 2 new computer boards and my husband talked to ******* who agreed to warranty these parts and cost to fix my dishwasher. Technician came back out a few weeks later to replace the parts. At this time the dishwasher would cycle but the next day we noticed during a full cycle run that it sounded different and the water did not appear to be circulating. I called to have technician return again to check the issue. At that time the technician determined that now the circulation pump was not working and ******* warranty agreed to replace that as well. The next visit the office called to schedule an appointment but then realized they had ordered the wrong part. Another week or so goes by and they finally send someone out to replace the pump. The technician came out and opened the box with the part he brought and it was broken. So again, not able to fix my dishwasher. Now they have to order another one. Another technician arrives weeks later, and brought the wrong part with him. He stated oh that part is back at my office. I thought you needed a new board not a pump. I asked that someone else come back out that evening with the right part. They sent another tech out, he replaced the pump but determined the dishwasher would still not work. After he spoke with *******, they said to order a heating sensor for it now. The next day the manager came out to repair my dishwasher. Again, the dishwasher would cycle through the process but we noticed the next day that our dishes were still dirty. I called the manager right away to let him know. He insisted nothing was wrong with it and to try it again over the weekend and let him know the next work week if it still wasnt. I called him again that Tuesday to let him know its not working and he told me there is nothing he can do and for me to call *******. It has been 3 months and my dishwasher is still broke.!!!

  

  Business Response

  Date: 07/14/2025

  We sincerely apologize for the frustration and inconvenience youve experienced throughout this process. Your time and patience are greatly appreciated, and we understand how upsetting it must be to be without a working dishwasher for such an extended period.
  We want to clarify that from the beginning, we have worked closely with ******* to honor the warranty coverage and perform all repairs per their guidance. Our technicians did replace the initial computer boards as authorized, and when the circulation issue was brought to our attention, we again followed *******'s direction and worked to get the appropriate parts.
  Unfortunately, as you noted, there were multiple setbacks including shipping issues, incorrect or damaged parts, and miscommunication regarding what was needed during some visits. These are not the standards we strive for, and we take full responsibility for the disruptions and confusion caused along the way.
  Once the circulation pump was installed, we continued to troubleshoot at ******** request, including replacing additional components such as the heating sensor. After the final visit, our technician believed the unit was functioning as intended based on Samsungs diagnostics. However, we acknowledge your report that the dishwasher still was not cleaning properly, and we deeply regret that you were left with no resolution.
  At this point, we agree that your situation has gone on far too long. Although our service was performed under ******** warranty authorization and we are bound by their repair protocols, we are happy to escalate this further on your behalf to their corporate team if youd like us to continue assisting. Alternatively, if you'd prefer to speak directly with ******* support, we can provide all repair documentation to streamline the process.

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23500621
  
  I am rejecting this response because:

  Your company refused to acknowledge my concern that my dishwasher was still not working properly and closed my repair ticket with ******* as being fixed.  And your manager refused to do anything else to help me remedy this problem and yoir office staff was horribly rude. i have since contacted ******* corporate who sent out another repair company who determined (as I watched and witnessed) that the last part installed from your company was not connected correctly/ plugged in. 
  If you would like proof from ******* that your company failed to correctly fix my dishwasher, I would be more than happy to ask them to provide you with that documentation. 
  Next time, I would hope you take your customers word for it when they tell you their appliances are not working. Because thats what I feel as though your company did. Treated me as though I was an incompetent customer and left me to deal with the problem that you caused and could have easily fixed 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:06/26/2024

  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.

  I called DTE for services. They sent Colonial Heating and cooling. He came out to service the fridge on 6/21/24. The fridge wasn't cold. Without any visual observation or assessment he ordered an new blower fan and a switch. I called them on Tuesday as the parts came in. He said that the fridge is fine. This issue was not the blower or switch, there was not enough power to the fridge even though we still had light on in my kitchen. My elderly parents lost $300.00 in groceries. I called them twice on Tuesday for them to please come on ASAP. Until i called DTE complaining they wouldn't sent someone out. I had to pay someone else out of my pocket come out and look at the fridge again. As indicated as he check the switch the fridge is working fine now. I would like to hold Colonial Heating and cooling responsible for the food my parent loss as they don't have a large income.

  

  Business Response

  Date: 06/26/2024

  This complaint should be with the utility company as that who the contract is with

• Initial Complaint

  Date:11/30/2023

  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.

  November 27th 5PM I reached out to my electric company DTE to let them know that my furnace was not functioning properly. It would not turn on and If it did I would not blow out any warm air. DTE contracts Colonial Heating and Air and scheduled an appointment for the following morning. ( disregarding the fact that the temperatures were well below 16 degrees and snowing they did not view that as an emergency to send anyone same day.)Tuesday morning Colonial heating and air arrived and began to look at my system. The information they advised that although I had an older furnace it was functioning at 82% efficiency so they would tune it up and that should solve things. An hour after colonial left my home I noticed that once again the temperature in my home did not match the temperature set on the thermostat. When furnace would turn on it appeared that the flame sensor would not remain lit. Within the hour I reached back out to CH&A to advised them that the system was still not functioning properly. They then rescheduled me for the next day Wednesday to replace the flame sensor (without any visual observation or assessment they just took my non certified HVAC word for it) yet again another freezing cold night without heat.Wednesday when the technician arrived they advised that they would replace a gas valve and an igniter. The technicians did not **** those basic parts on hand so they had to leave and return to complete the service. As soon as they slapped the new part on they were gone. Didnt stay long enough to reassess or determine if the issue was resolved. Of course it was not and the furnace began doing the same thing. After 2 failed attempts I contacted a different company who provided a diagnostic that my board appeared to have water damage. First time in 3 days hearing that. So again I contact CH&A and advise them that after 4 days they have not resolved my issue nor have they even appeared to care. It is winter I have a newborn this is UNACCEPTABLE!

  

  Business Response

  Date: 12/19/2023

  Im sorry for the delay in repairing your furnace. Most of what you are saying is to the point. I would add that we dont just go straight to the most expensive solution, as more than 90% of the time the part we replaced the first time corrects the issue you were having for a fraction of the cost. The only thing that you might be missing is that your contract is not with Colonial Heating and Cooling. I would suggest reaching out to that company for any sort of reimbursement.