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:10/31/2022

  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.

  Last summer I had Haley replace my **/Furnace. I went with their most expensive system which carried a 10-yr warranty. I was hoping this would be the last **/Furnace I would need. The salesman told me that I would not need to spend any money on the **/Furnace for the next 10 years as long as I have the system checked every 18 months, interchanging between the furnace and the *** at the cost of $100 for these checks. Turns out this includes 3 apparent flat out lies:1. LESS THAN A MONTH after the system was installed, I had a brief power outage; everything in my house came back up within a couple of seconds, but the Wi-Fi enabled thermostat that is part of the system failed to come back up. I had to pay a $100 service call to have someone come out and hit a reset button inside the furnace.2. The salesman had told me I needed to have the system checked every 18 months. When I looked at the warranty info for the system, that said I had to have ANNUAL service checks. I thought maybe the salesman meant up to 18 months, meaning having the ** checked in the spring, then the furnace the following fall, which could possibly be up to 18 months but still annual checks (interchanging between the ** and furnace).3. I had the system installed last summer, over a year ago, so I called Haley to setup my first service check on the system - the furnace. The person I spoke with at Haley told me the service check would cost something like $230, but if I got their maintenance plan, then it would be $108 but in order to satisfy the warranty conditions, I have to have the ** AND the furnace checked EVERY YEAR so instead of having the system checked every 18 months, it is apparently every 6 months.I called the salesperson 4 weeks ago and asked if he recalled saying I needed service calls every 18 mths. He said yes. He said he would check and call me back. 2 weeks later I called him again since I had not heard back. I still have not heard anything back.

  

  Business Response

  Date: 11/11/2022

  Good morning *** Haley, owner, reached out to ***** on 11/10/2022 to discuss his heating and cooling system. *** discussed with ***** the overall operations of his heating and cooling system. ***** thanked *** for calling and seems to be content with the resolution. The resolution is for Haley to honor ****** 1^st year of maintenance on his equipment. *** also instructed ***** on how to enroll in Haleys maintenance program, so ***** is to call the service department to get signed up moving forward.

   

  Thanks,

   

  Customer Answer

  Date: 11/17/2022

   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 still don't like the lies told to me by the salesman but this is probably the best resolution I could have expected under the circumstances.

  Thank you BBB for helping me to get a response from Haley Comfort Systems.