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:05/05/2025

  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.

  **** **** installed a new furnace and air conditioner October 2020. Since it was cold outside, the air conditioning could not be tested on the day of installation. But in the spring of 2021 when I tried to run the air conditioning, the compressor outside would turn on and then back off over and over. I contacted **** **** and a tech came out. Within a few minutes he had it running and it worked fine all year. But then the next spring, same thing, compressor would start and then stop over and over. Again a tech came out and they determined it was low on refrigerant. They filled the system and it worked fine all year. But each spring, the compressor won't run and **** **** has to come out to fill the system. Each time, a tech tries to determine where the leak is coming from, but no luck. This last spring (2024), **** **** determined the leak was coming from the evaporator coil inside the house, so they replaced it. But yesterday (5/4/2025) I tried to start the air conditioning, and now the compressor just won't start at all. I haven't contacted **** **** yet this year (2025) because they'll just want to charge me $99 for them to come out and I'll have to hope they don't charge me anymore than that. The system has never worked correctly, and I just want it to be fixed so that each spring I don't have to wonder if my air conditioning is going to work or not. I paid for a working heating and air conditioning system, and so far **** **** has only fulfilled half of what I paid for. Note: my old air conditioning system worked fine, it was the furnace that went out on the old system.

  

  Business Response

  Date: 05/13/2025

  Thank you for bringing Mr. *********** concerns to our attention.  We were sorry to learn that he continued to have issues with his air conditioning system.  Each time we have returned to Mr. ********** home in the last 4 years we have made good faith attempt to address any concerns at no charge.  Unfortunately, despite our best efforts, we had to return to the home again this spring.  Once again, at no charge to the Mr. **************** With this most recent visit, on May 7th, 2025, we sent our top diagnostic technician and our installation manager to troubleshoot the ongoing issues.  Fortunately we were find the root cause of the issue as a leak in a refrigerant supply line hidden inside a wall.  We were able to repair the leak, recharge the system and confirm it is functioning to manufacturers specifications.  

  Despite Mr. ************ warranty expiring approximately 2 years ago, we fully understood the frustration and inconvenience the ongoing issues caused.  As a gesture of good faith and to demonstrate our commitment to our customer we took all steps necessary to assure proper function of the system.

  In our follow up with Mr. ********** he confirmed the system is functioning properly.  We believe this addresses Mr. ************ concerns.  However, as always, if he has further concerns he can reach our team at ************.

  Thank you!

   

  Customer Answer

  Date: 05/20/2025

   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. I spoke to the customer service manager at **** **** and told him the true test as to whether or not the issue is fixed will come Spring of 2026 when I try to start my air conditioning system. But as it sits now, it seems like they have found and fixed the ongoing issue, and I'm appreciative of their efforts.

• Initial Complaint

  Date:01/10/2025

  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.

  I had ****-**** out to repair my humidifier. They did repair it, on the 27th of December, then I had to have him back out to repair it again, on the 30th, it was leaking water. The tech also replaced a high-limit sensor switch on the furnace and put it in incorrectly so it caused my furnace to cycle on and off constantly and not heat above 61 degrees. He was also supposed to clean my furnaces' 2nd stage filters, which he did not complete, I saw pictures another tech showed me. They had another tech come out to install monitoring devices on our furnace and air conditioner on the 3rd of January, he didn't get them working, did a very sloppy job and didn't follow his companies process, pictures of nothing, work incomplete.....Then a third tech came out, on the January 4th, he couldn't determine the problem and ended up bringing out space heaters until such time he could have a 4th tech out. He said it appeared I had a cracked heat exchanger and would need a new furnace, but he didn't want to make that call. So that tech was scheduled to come out on Monday, the 6th. Well, in the meantime, I called ******************* Service Plus and they came out on the 5th, were there less than an hour, fixed the issue and were gone. Everything works perfectly. I am willing to pay a fair price for the repair of my humidifier, but want a refund for the high-temp sensor, and labor involved with that, and cancellation and refund of the Homepulse plan I was told would be great for me. What a fiasco. I spent the entire weekend at home monitoring the heaters and waiting on them to show up to service my furnace. Disgusted.

  

  Business Response

  Date: 01/20/2025

  We have worked directly with Mr. ******** on January 13th, 2025 to resolve his concerns by provided a refund for services at an agreed amount and released him from his maintenance contract.  We believe this provides closure to Mr. ******** concerns.  However, if he needs further assistance, he can reach us at ************.  Thank you.  

   

• Initial Complaint

  Date:01/09/2025

  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.

  On Jan 6 I called **** **** and spoke to customer service. I asked for a plumber appt due to low water pressure in the home. The customer service person - on their recorded line - said they had an opening that afternoon and I accepted. She shared with me it would be a $99 service fee and if any repairs performed that $99 could go towards repairs, and if no repairs, I'd simply pay the $99. I said this is fine. Plumber arrives and immediately tells me all the problems that may be happening and puts his iPad in front of me and tells me to sign for $349 service fee. The title of what I was signing was "Water Analysis." He said, "But that's not what I'm doing here, but I'll change the wording later. But this will let me figure out what is going on." He made it sound like this was such a complicated/scary situation. I just felt like I had to sign for that **** He assessed water softener and came upstairs and said, "I knew standing at the front door it was the water softner, but didn't want to be arrogant and not inspect." He then proceeded to tell me that whoever installed it set it wrong. (They did not- they set it to industry standards as I had a 2nd opinion come out after him.). he further claimed it destroyed the water softner and for an exact replacement it would be $4600. Or he could repair it for $2200. But best case would be an ****** service to replace water softner plus all faucets and drain traps in the home.I didn't have the funds for any of that so just paid the $349. I began outreaching water softner companies and was finding that same or better water softners were far less than the $4600 **** **** quoted me which led me to getting a 2nd opinion. I ended up having a plumber come out who told me: 1. to do exact replacement of water softner it is $2000 (vs $4600)2. Repairing of current water softner is acceptable and only $850 (vs 2200)3. The water softner was set appropriately, **** **** tech *** lied. I emailed **** ****, no resolve.

• Initial Complaint

  Date:12/26/2024

  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.

  I have been a customer of this **** company for 10 years. this is about their faulty diagnostics and repairs.On December 17th, I called ****-**** to schedule an HVAC inspection because I was hearing a very light sound coming from the fan. The technician arrived and claimed that I had a carbon monoxide issue. To fix this, they charged me $1,300. However, I suspect this was an unnecessary repair. Within two hours of the technician leaving, the blower fan started making a loud noise (something I've never experienced in 10 years of service with them) .Also, the thermostat shut off as though the power had gone out.I immediately contacted ****-****, and they told me to shut off the system, mentioning that the sound was unusual but that no technicians were available that evening for recalls . As a result, I was left without heat for the night. After multiple calls, a senior technician came the next day evening , found that the fan blower was faulty and replaced new one and charged me an additional $2,000. I was left with no choice but to approve the repair since I had been without heat for two days and was frustrated. If I didnt approve it, they wouldnt order the parts or fix the issue.The motor then failed shortly after the initial repair, requiring another $2,000 for repairs. Despite reaching out multiple times to customer service, the manager informed me that the repairs were legitimate, and they could not offer any assistance or take responsibility.

• Initial Complaint

  Date:11/26/2024

  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.

  On 11/8/24 (a Friday) a **** **** technician came to my house to patch a hole in an exhaust pipe/vent in my basement. He said to do any work, he would have to bring it up to code and install a double lined exhaust removal system - which I approved and he did. He also detected slight gas leaks from 2 gas valves, he replaced both. Fingers crossed all of that was necessary.What I had thought was going to be a simple patch job was now a $1,400 bill. I asked if they had any programs or deals to help with the cost. He told me about their Homepulse program and how it could save me a percentage of my bill. I agree, signed the paperwork, paid and said goodbye. On Monday, (within the 72 hour 'change your mind' ***** period') I called **** **** and asked to be taken off the Homepulse program and that I do not want any of their monitoring hardware installed. The woman on the phone said Homepulse would call me that afternoon to settle up on the discount I was given. Since then, I have called back SIX times and have been told they would call me and have gotten nothing. The receptionists literally know me by name, and I them! I'm not sure if **** ****/Homepulse is trying to get more monthly payments out of me or what, but this is so very slimy. Unfortunately, I learned about their reputation after I did business with them.I need them to call me back and at this point I think they should comp me the amount I was discounted for joining with ********* as a goodwill gesture because this is really bad business.

• Initial Complaint

  Date:10/01/2024

  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 pay for the home pulse plus warranty which is supposed to include assistance for emergency service. I called tonight to request emergency plumbing as there is standing water in my utility room where the water softener and water heater that were installed by the company this past year are located. I was told there was no technician available tonight and advised to call other plumbing companies for assistance or schedule service for tomorrow. The dry wall in the area is soaking. This is not the level of service I had hoped for. Service call response times were great when I was looking to have systems installed, but not for ongoing service needs or emergency calls. Now, in addition to my monthly service plan, Im having find another plumber and pay their emergency fees.

  

  Business Response

  Date: 10/09/2024

  Thank you for bringing Ms. Rieffer's concerns to our attention.  We have spoken with her and we believe we have addressed her concern.  The membership program that she signed up for guaranteed 24 hour service for her heating and air conditioning systems only.  Although we did our very best to get a plumbing technician to her home to address her concern as quickly as possible, her 24 hour service guarantee did not include water heater services.  We do offer a membership that includes water heater coverage and Ms. Rieffer's membership program has been updated to include water heater issues in the future.  We believe this addresses her concerns.  However, if we can be of further assistance, we would be happy to discuss the matter further.  We can be reached at 952-767-1000.  Thank you!  Jeff Dehler

• Initial Complaint

  Date:07/17/2024

  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.

  We paid $99.00 to have our AC diagnosed. They tryed to rip us off. They told us we needed a compressor. The compressor was covered under warrenty but they said the labor would be $3400. Or we could buy a new unit for $6,000.My brother in law is a contractor so I got him involved. I ended up buying two parts for $200 and it fixed the problem. This happened on Saturday 7/13/24. What a joke of a company and how they rip people off. We want our $99 back. I did a ****** review and they reached out but did not follow through.

  

  Business Response

  Date: 07/22/2024

  Thank you for bringing ************************** concerns to our attention.  Despite several attempts to reach ********************** by phone, we have not been able to speak with him to get further details regarding his concern.  We stand behind our diagnosis and would be happy to send a technician back to ************************** home to compare the diagnosis of our certified to technician to that his brother-in-law.  Again, we assert that our diagnosis was accurate and that we presented upfront pricing for the service requested.  Solely as a gesture of good faith, ***************** has credited the $99 trip charge that ********************** agreed to at the time of booking the appointment.  He should receive the refund in 7-10 business days.  We believe this should resolve ************************** concerns.  However, if he would like to discuss the matter further, he can contact our office at ************.

  Customer Answer

  Date: 07/23/2024

   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.

• Initial Complaint

  Date:05/21/2024

  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.

  On 17-JAN-2024, I entered a HomePulse Agreement with *****************. This agreement places sensors on my home HVAC system to identify faults. This agreement has a 24-hour response time with a 2-hour arrival window guarantee for any service needs. I paid $423.00 on 17-JAN-2024 for installation, cleaning, and maintenance ahead of enabling the sensor.Since installation, my wife and I have received multiple alerts, all of which are false positives.On 16-FEB-2024, our water heater failed, and I requested a 24-hour response. ***************** told me this is not covered by the 24-hour guarantee. On 19-FEB-2024, the technician decided our water heater needed replacing, at a cost of $4,279.50. I later realized this was above fair market value by 58.4% (average replacement cost, 60-gallon WH, ***********), even with the 25% discount HomePulse provides.After continuing to receive alerts of a HVAC fault, the ***************** technician said my only option was to purchase a $1,500 upgrade or leave the blower running continuously.The alerts continue at a rate of approximately 2 a week.On 14-MAY-2024 a technician was to come out only to reschedule to 16-MAY-2024, again a missed 2-hour arrival window. The day after, the Air Conditioner no longer works. There were no alerts from the sensor system of a faulty Air Conditioner.I called ***************** on 17-MAY-2024 but I am told that it wont be util 21-MAY-2024 until a tech can come out. When I called on 18-MAY-2024, I was told I need to pay a $289 escalation fee to get them to honor the agreement.I also was not informed this was a 36-month contract and any work done by non ***************** technicians voids the coverage, locking me into the 50%+ markups.The product clearly does not work by sending false alarms and not detecting real alarms, locks me into using *****************, and ***************** is not honoring the 24 hour guarantee. Request is for ***************** to make updates to terminate the 3-year agreement and make repairs to the Air Conditioning all for $0.

  

  Business Response

  Date: 05/29/2024

  ***************** has spoken with the consumer directly.  We have come to a settlement agreement the terms of which are confidential.  We believe the settlement offer addresses the consumer's concerns.  

• Initial Complaint

  Date:11/13/2023

  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.

  On August 25th, I had ***************** out to service my air conditioner that wasn't starting. They diagnosed the issue as a faulty capacitor. I authorized the $300+ fix, and the tech worked on my A/C, installing the new capacitor. After he installed the new capacitor, he told me that the fan motor on the A/C unit was blowing the opposite way. He said he didn't notice this before (that's because it was working properly before - more on that below) and that to repair it would cost over $1k. I declined that repair. I called their customer service line later that day and told them that my fan motor is blowing air in the opposite direction (pushing air down, instead of up and out) and that it wasn't doing this before they serviced my *** The customer service person told me they could have someone out there to take a look at it. **I asked if there would be a charge for them coming out to take a look at it, and the customer service person said there wouldn't be a charge**. So I went ahead and scheduled a date and time for them to look at the *** The **** tech came out (same person that serviced earlier) and told me the same thing he said in his first visit. He denied that he caused the issue, and said it was blowing air in the opposite direction before (which it wasnt - he had the A/C temporarily working with a bypass before he installed the new capacitor. And he didn't notice it then? He's an **** tech, he definitely would have noticed it, told me about it, and put it in the initial repair estimate). He gave me the same estimate to replace the fan motor (over $1k) and I said no. He then said that it'll be $99 for the service call. I told him the customer service person on the phone said it would be no-charge, and he said that she had it wrong. I called ***************** later that day, they said the tech was right to charge me. And they have refused to give me a refund. Classic bait and switch.**If I had known I'd be charged $99, I would not have authorized the service**

  

  Business Response

  Date: 11/20/2023

  Thank you for bringing ******************** concern to our attention.  We have spoke with **************** on 11/15/2023 and resolved his concerns.  ***************** agreed that **************** should not have been charged the $99 service charge for his 8/28/2023 service appointment.  We immediately agreed to waive the and refund the $99 charge.  However, on 9/28/2023 **************** contacted us indicating that he had been charged an additional $99 on 9/15/2023.  We could find no record of this charge.  After talking with ******************* again on 11/15/2023, we learned that **************** misread his bank statement and no additional charge had occurred on 9/15/2023.  However, through our research, we learned that he never received his original $99 refund that was originally promised.  We immediately processed the $99 refund and sent **************** the receipt.  This resolved his concerns.  **************** attempted to withdraw his complaint but was unable to do so.  However, he assured us that our actions resolved his concern.   If we can be of further assistance, please contact us at ************.  Thank you!

   

  Customer Answer

  Date: 11/20/2023

   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.

• Initial Complaint

  Date:08/08/2023

  Type:Billing 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 the company for a quote and was told I would have to pay ***** for a quote fee. I was fine with that. I got the quote and I didnt agree with the price and the technician left after I paid the fee. No hard feelings. Two months later the company charged my card ****** for no reason out of the blue. I want my money back that I feel was taken from me for no reason.

  

  Business Response

  Date: 08/18/2023

  Thank you for bringing ******************** concerns to our attention.  We have spoken to **************** and identified our error.  We have since corrected the error and issued a refund.  We are sorry for any inconvenience this caused *****************   If **************** has any other concerns he can reach me directly at ************.  

  Thank you,

  ********************;