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Business Profile

New Boiler

Laars Heating Systems Company, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/08/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    LAARS boiler is less than a year old. Boiler is malfunctioning so it will not heat water. Thus i have no water for heat or showers / washing.

    No one in my area sells the part I need and the part is not available online. According to Donna, LAARS has the part E2407200 in stock and refuses to sell me the part. Thus my boiler is malfunctioning and LAARS refuses to help me fix it.

    See attached notes and pictures.

    Business Response

    Date: 07/29/2023

    Laars sells through Wholesale distribution only. We cannot accept payment from homeowners. Typically, if Laars receives an order from wholesale distributors before noon, we can ship the part the same day. I'm sorry this was not communicated better to the homeowner. I will address this with all Laars customer facing representatives. Laars did send a service company (at our expense) to resolve the issue. To my knowledge, the issue has been resolved and the homeowner is satisfied. 

  • Initial Complaint

    Date:10/03/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Plumber T******** installed new Laars furnace. Within first month furnace was not working properly. Over last two years furnace has not been reliable which also creates the hot water. There is a in the apartment who has had unreliable heat and hot water since it has been purchased. This furnace is faulty from the beginning. I need a resolution as winter is approaching. I have contacted Laars over and over with no resolution. The technician Mr Mike M**** contacted me after me writing an email to their parent company. He asked me to have my plumber contact him which the plumber had done multiple times and Mr M**** is never available. The company need to look at this furnace, figure out the problem as two separate plumbers have not been able to do that or Laars need to replace the furnace as it never has worked properly. Laars told me to contact a plumber in ****** Ma who is specially trained. I did that and he spoke with my plumber. He said he couldn't help as everything he knew to do my plumber had already done. Now the hot water is leaking into the basement so that I have a large container under the valve that insists on releasing hot water when the furnace is called for hot water with a sump pump to protect from overflow. This must be resolved. Thank you for your help.

    Business Response

    Date: 10/05/2022

    I have researched this complaint and Laars has responded to all requests in less than one business day. The property owner did experience a substantial delay in a solution to the problem. This was due to the property owner's plumber having the wrong contact information for the Laars Territory Service Manager (TSM). Once this was rectified, the property owner's plumber did submit job site pictures to the Laars TSM. The Laars TSM has reviewed them and determined it is an installation issue and not a product problem. The Laars TSM will visit the site on 10/6/22 to make a complete site evaluation and issue a report. Timeline of events:

    January 2020: Boiler was installed.

    9/2/22: Laars received two calls from the property owner. Laars recommended two Contract Service Centers to perform any necessary repairs.

    9/21/22: Laars received an email from the property owner explaining her situation. Laars TSM called the property owner but the voicemail was full.

    10/3/22: Property owner contacted the Laars TSM and the above solution was reached.

Laars Heating Systems Company, Inc. is BBB Accredited.

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This business has committed to upholding the BBB Standards for Trust.

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