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:04/26/2025

  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 paid and installation was set for Sept 19th. 2 guys came. They were at my house about 4 hrs total. Sometime in Oct I started calling **** about my inspection for after installation. This is when I learned there was an issue with the permits. The gas company inspected and said they didn't think it would pass city inspection but it was all clear for leaks. I hadn't heard from anybody I talked to at **** or anybody since late Oct. I started to notice changes in how I felt and noticed that I'm not staying warm like I was with the old system AND that my nose has been leaking since I started using this new one! Fed up I finally went downtown to the city inspectors and found out what was going on with the permit situation. Finally on Feb 6th I got a call back after vm. **** sent somebody out to inspect the same day. During that inspection I told n showed the guy how my nose was leaking since the install and heat running. As he was leaving I asked about my filters and how often they should be changed in this new system. The guy went downstairs and told me he was glad I asked because my filter rack was not installed when he came back up. That got installed Feb 12. I noticed a slight change in how I felt immediately, but still leaking. After posting a ****** review the person i had worked with from **** called me, apologized and offered to clean my duct work for free also saying that he would come to inspect to make sure everything was good personally. After about a month of waiting for that to happen I called n was given an explanation and set up a date for this service. The 2 guys came and cleaned the duct work April 3. long story short, I went downstairs today to add groceries to my deep freezer and EVEYTHING IS ROTTEN!!! Apparently, when they plugged that machine in everything in that socket got unplugged and they didn't plug it back in. This would have been noticed if ******* had come over to inspect like he said he would. My HVAC system is still not right!

  

  Business Response

  Date: 04/29/2025

  On September 19th, we installed a new furnace in this customer's basement.  The filter rack was missed on the initial install but was installed once the issue was found.  This was our mistake but was corrected and to help make up for the mistake, we performed a whole home duct cleaning service free of charge.  The duct cleaning machine gets plugged into a regular 120V house receptacle but this customer only had 1 receptacle in the basement and it was a GFCI receptacle.  Due to the high current draw on initial start-up, our duct cleaning machine trips every GFCI outlet, therefore, we do not use GFCI outlets as a power source.  Our technician plugged the machine in at the top of the stairs in the hallway into a standard, non-gfci receptacle.  The customer has a deep freezer and condensate pump plugged into the same GFCI outlet which could likely overload the outlet or cause a GFCI to trip due to the motors of each unit kicking on and off.  We have no reason to believe our technicians un-plugged the freezer nor would they have had a reason to unplug the freezer.  Also of note, the duct cleaning was performed on 4/3/2025 and the customer noticed the unplugged freezer on 4/27/2025.  24 days had passed since we were there and the smell would have been far too strong to miss **** before we were notified.  I asked this customer what she would like for us to do in this situation and she never gave me a solution, just stated she was disgusted.

• Initial Complaint

  Date:12/27/2024

  Type:Product 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.

  They made the situation worse and not doing anything to fix the problem. There is no longer air flow or heat coming from my vents

  Customer Answer

  Date: 01/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I do not  accept it.

   

  Nothing was fixed 

  Customer Answer

  Date: 01/07/2025

  I have not heard from the business in response to my complaint.  

  Nothing was fixed 

  
  

  

  Business Response

  Date: 01/22/2025

  Hello.  This is ***** ******.  I am the General Manager for **** Electrical, Plumbing Heating and Cooling.
  We have a short but very detailed history with the particular customer at **************************************************************************** and I will do my best to explain the situation in full.  This customer is having issues with her HVAC system that has a manufacture date of April 2003. 
  On 11/23/2024 we were dispatched by *********** out to this customer for her heat not working.  Our technician found that the ignitor for the gas furnace had gone bad so we replaced it.  This repair was covered by her warranty protection plan that she has through *********** so there was no cost to her.  We have photos to document that we replaced the ignitor. 
  
  On 12/05/2024 we were back out at this customers house for no heat again (dispatched by ***********) and found that her air filter had not been changed in so long it was clogged up enough to restrict the airflow to the point of causing a fault on the system.  Again We have photo documentation of this.  Our technician did not have the correct filter size on his truck so the customer told us to leave her system off and she would go purchase a new filter and turn it back on herself.
  
  On 12/13/2024 we were dispatched back out again for no heat.  This call was another new issue.  The inducer motor had gone bad therefore the pilot light could not remain lit on the gas furnace.  We replaced the inducer motor on 12/26/2024 when the replacement finally came available.  Our technician turned the heat on and everything was working normal.  We have photo documentation of temperature readings at the duct work and vents showing the unit was heating properly as well as video documentation that the new inducer motor is functioning as it should.  This repair was covered by the customers warranty protection plan through ************
  
  On 12/26/2024 the customer called our main office stating that her unit was not heating again and she was insisting that we had done soemthing to mess up her unit because "it was not running like it should".  We sent another HVAC tech to her house free of charge to check everything out.  Everything was working as it should and our technician noticed the thermostat was set to 74 degrees and it was 76 degrees in the house.  That would explain her unit not running at the time because it was warmer in her house than the thermostat was set to.  Again we have photo documentation of that visit showing temperature readings that the vents with 120+ degree air and 75+ degree air coming back to the unit through the return duct work.  The customer then got very uspet with our technician accusing us of messing up her unit and using obsenities towards him.  At that time our technician calmly told the customer that was no issue with her unit and he left.
  
  On 12/27/2024 the customer calls in again leaving very nast voicemails on our emergency line once again accusing us of sabatoging her HVAC unit because there was no air flow coming from the vents.  This time we sent the tech out with a thermal camera to show the customer that there was in fact hot air coming from her vents but she refused to look in the camera.  I can provide the imagaes from our thermal imager as well from that day.
  
  At this point it was obvious there was nothing we could do to convince the customer that her heat was working properly so our technician left and we called *********** to let them know what was going on and make them fully aware of the situation.  I'm not sure what has transpired with this customer since 12/27/2024 as we turned this back over to *********** since we were contracted through them to perform the repairs.  The customer has not called us back or made an attempt to communicate with us and we have not recevied any update from *********** on this matter.  We have all photos, voicemails and phone recordings from this customer that we can share to rectify this false complaint.

• Initial Complaint

  Date:12/18/2024

  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.

  My furnace was not working on 12/2/2024. I called **** for repair. They re-routed some of the tubes and wires. Charged me ******. It did not work long. I called again on 12/4/24 and a new tech was sent. Said I needed a heat exchanger for about $1350. My furnace was disabled internally at that time. THIS IS ILLEGAL IN ***** son arranged for another company to come out. Turns out I only needed a cleaning and one small repair. They charged me $150..I subsequently asked to be released from the work order I had signed. **** agreed.Since the first tech did not solve the problem, I feel I should be reimbursed for that visit.The major issue is that they either didn't know what they were doing OR we scamming **** would not trust this company.

  Customer Answer

  Date: 12/29/2024

  I have not heard from the business in response to my complaint.

  
  

  

  Business Response

  Date: 02/13/2025

  Dear ****** *****,
  Below is our response to your complaint filed with the BBB.
  
  You contacted us to come out to your house on a Saturday morning outside of standard business hours due to your home having no heat.  Our technician found that the gasket around the collection box was leaking air causing the pressure switch to cut the furnace off when the blower came on.  Our technician was unable to get the parts to do a proper fix due to parts not being available on a Saturday so he did a temporary fix to get your heat back up and running for the time being. The bill for this "temporary" fix was $200.63 which is more than a fair price considering with drive time and work time, our technician had a total of 1 hour and 45 minutes in this service call and only charged an after hours diagnostic fee.  There was nothing on your invoice charging you for the temporary repair.
  
  The following Monday you called us back out because the heat was not working again.  The technician arrived and found that the "temporary" fix had failed and that you also now had a cracked heat exchanger.  With a gas furnace, having a cracked heat exchanger, this can and will cause toxic fumes to leak into your ventilation system that you could end up breathing in.  It is common practice for our technicians to disable a system immediately out of safety precautions to you as the resident so you are not exposed to those toxic fumes.  
  
  You were given an estimate for these full and permanent repairs but never charged for any services that you did not receive.  The only charges you received and paid for was for the temporary fix to get your heating system running temporarily. Please feel free to call our office and discuss this matter further with our general manager if needed.
  
  

  Customer Answer

  Date: 02/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.