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:04/22/2024

  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 contacted McQuillan Brothers on 3/13/2024 about installing new hot water. Previous McQuillan experience was good. The heater was installed on 3/14/24. ****** was sales person. Could install that day. ****** did some figuring on tablet. I had a McQuillan **** coupon for $400 off. ****** mentioned program that would drain hot heater once a year, check furnace and A/C at no cost to me. Renewable after one year for $149.00 WOW Repeated back to him ...at no cost to me ? Yes was his response. The total cost of the heater would be $2681.94.( I was not explained or given choice on brand or efficiency) It was expensive but previous experience was good. On 3/18/24 I realized I had not received a receipt for the work. It was emailed to me. There was a charge for $149.00 ************** membership and ***** for a warranty ( warranting McQuillan work for one year ) WHAT ?On 3/19/24 called office. Lexi would have ****** call. ****** agreed he had not explained those charges. He would have the $149.00 and ***** removed. He called later saying manager would remove $149.00 but not *****. Compromising I said yes. On 4/4/24 no credit yet. It took 3 phone calls and 2 support staff before manager submitted paperwork for credit due 3/18. In looking at the heater it is not labeled Energy Star efficient. The model is not an Energy Star certified model. Called office on 4/18/24. They do sell Energy Star heaters. She would have ****** call me.As of today 4/20/24....no call.I was not given a choice on type or brand of heater. Nor explained why they installed the one they did. Never expected they would not sell to me Energy Star equipment.So now I am not able to get a rebate from ******************* and also no credit on State and Federal income tax. I feel have been taken advantage of by McQuillan. First $149, $99 and now finding out it was not Energy Star equipment. I removed my glowing ****** review from December. Will never use or recommend McQuillan again.

  

  Business Response

  Date: 05/15/2024

  After researching this service call, we admit there was some miscommunication during this service call.  We spoke with the customer and it was determined a refund of $400 was appropriate.  We issued this refund to the customer's **** today and sent an email to the customer letting her know.

  We have coached the involved employee so we can avoid a future, similar complaint in the future.

   

  ***********************

  ************

  Customer Answer

  Date: 05/15/2024

   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.

  Here is copy of email response to me from the business:

  Hi 

  
  We issued a refund of $400 to your **** today.  Please allow 3-5 business days for this credit to be processed.

   

  Yes I am happy with the response.

   

   

• Initial Complaint

  Date:02/26/2024

  Type:Order 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.

  Paid to have Boiler and Water Heater moved away from wall and returned to original location.The estimate was $6781 to do both.$3390 was paid up front. (half down)The boiler and water heater were moved as planned.3 o 4 days later the boiler was returned to original location.The water heater was not returned to it's original location.As my mother (home owner) is 95 years old with some dementia, the job was not finished and she does not remember why.The remaining balance of $3391 was paid.Now 3 months later, I asked them to move the water heater.They came back with another $3000 estimate.I have tried many times to explain my story to them without success.Nobody returns my calls or tells me the reason for the new charge.This business seems to be taking advantage of the elderly.

• Initial Complaint

  Date:06/14/2023

  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.

  ********* installed a heat pump mini-split system for us a few years ago. The indoor mini-split heads are not compatible with the outdoor heat pump unit. A recent visit by their technician confirmed that incompatibility. I've called the company several times to try to reach a solution. The people who answer the phone will not put me thru to a person who deal with this issue. ********* will not return my call.

  

  Business Response

  Date: 06/26/2023

  We have been in touch with ***************************** and we are scheduled to go to his home and install 2 mini split heads on the unit in the complaint.

• Initial Complaint

  Date:02/08/2023

  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.

  Hello, I own a small commercial building in NE Mpls. Last March, McQuillan Brothers installed a backflow preventer on my boiler. They also removed two copper hot water baseboard heating lines, capped where those lines penetrated the concrete floor, and spliced the main line together. The net effect was to remove the two lines that were on either side of an interior wall. That allowed us to demolish that wall, part of a remodeling project in that suite. They also installed a mini split HVAC system in that suite. Total cost was approximately $10k. It appears that when they completed their work on my boiler, they did not turn back on the pump that constantly circulates water through the copper tubes that form the baseboard heating system.We are remodeling that suite as time and money allows, and until recently the mini split provided adequate heat. Last weekend, I turned up the thermostat on the boiler because outdoor temps were lower than the mini split could keep up with. The baseboard registers never got warm, so I went to the boiler room and determined that McQuillan did not turn the water circulation pump back on. When I turned it on, the boiler and pump started making a loud knocking sound. A few minutes later I found a large puddle of water inside my building, and immediately turned off the switch on the pump. McQuillan techs were here today, and had the same experience - knocks, and more leaking water.It appears that water in one of the copper pipes froze because it was not being continuously circulated (because McQuillan didn't turn the water circulation pump on after completing their work on my boiler). McQuillan service technicians acknowledged that this leak was the company's fault. However, McQuillan's ************************************ said they are not responsible for turning on my boiler when it gets cold. Id like ********************** to fully repair my boiler system and whatever else has to be repaired in that process, & replace the pump if needed.