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:06/17/2025

  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.

  I am extremely disappointed by my experience with Sutton, I did a promotion deal and was told by the tech that I needed a new Replace Dual Run Capacitor-All MFD ******. I asked him to show me the part and he said that he would need to take a panel off to do that? So he Didnt. He said that it should not be running over 5% and it was so I needed to replace or it could take my whole system down and would cost me thousands. I then received text messages from Sutton every day asking to schedule appointment for repair.He also used my hose spigot and since he used it the spigot is now spraying water everywhere when I turn on my hose. (was not doing that before)I decided to get a second opinion. When they came out I asked to watch so I could understand and see myself. The tech guy took the panel off and went over the rating on the capacitor and the allowed +/- 10%.The numbers were all within the allowed range to be in working condition!! I am extremely disappointed at the lack of morals and clearly was trying to make a buck off of a customer (woman) that he thought wouldnt question his recommendation on repair / get a second opinion.Looking for a refund of service fee and repair of hose spigot

  

  Business Response

  Date: 06/18/2025

  Dear Zoe,

  
  Thank you for sharing your experience. Were truly sorry to hear that you were left feeling disappointed and mistrustful after your visit from Sutton Brothers. That is never the experience we aim to deliver, and we take your concerns seriously.
  Our technician noted a capacitor reading and provided a written estimate based on the manufacturers performance standards. However, we recognize the importance of feeling confident in any recommendation made in your homeespecially when it concerns the safety and cost of your system.

  Wed like the opportunity to make this right. Specifically, we would appreciate the chance to:
  1) Inspect the capacitor readings again and compare them to our documentation, and
  2) Assess your hose spigot, which had not been reported until now, to determine if our technicians actions may have caused any damage.

  If upon inspection we find that your capacitor was in working condition within acceptable tolerance and that our technicians actions contributed to the hose issue, we will promptly refund your $59 service fee and repair the spigot at no cost to you.
  Your trust matters to us, and wed never want any customerregardless of gender or backgroundto feel pressured or misled. Please contact our office at [phone/email] or reply here so we can schedule a follow-up visit at your convenience.
  Sincerely,

  **** ********
  Chief Operating Officer

  Customer Answer

  Date: 06/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. 
  I will be reaching out to them by phone to schedule an appointment 

   

  Thanks Zo Read