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Business Profile

Plumber

Cranford Plumbing, Heating & Cooling, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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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  • Initial Complaint

    Date:05/08/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Thank you for your response. Id like to clarify a few key points.

    The location of the outdoor unit was predetermined and known to your team. Given that it sits directly beside our porch, I expected your recommendation to reflect the noise impact. The previous Carrier unit operated quietly in the same spot for over 15 years, so the disruption caused by the new system is both unexpected and upsetting.

    Only RUUD was offered, and I was not informed of any limitations or business ties that may have influenced that recommendation. If such a relationship exists, it should have been disclosed.  a As customer, I trusted your expertise and expected options suitable for our homes needsnot just what was available to you.

    While I appreciate the noise-reduction efforts, the core issue could have been avoided with better guidance from the start.


    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.

    Regards,

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

    Business Response

    Date: 06/06/2025

    Hello *******,
    We appreciate your feedback, though we strongly disagree with the characterization presented in your reviews. We installed a quality air conditioning system with careful attention to detailsomething your household acknowledged at the time, including positive comments from your husband regarding the installation.

    When concerns about outdoor unit noise were raised, we responded promptlyeven after a stop payment was issued on the original check. We took your concern seriously, returning to install sound jackets on the compressor and bringing in the equipment manufacturers field representative. These efforts successfully reduced the systems noise level to 64 decibelswell below the standard 7278 decibel range for comparable equipment.

    It appears that, despite a fully functional and efficient system, meeting expectations has remained difficult. The home is running cool and the system was delivered at fair market value.

    Regarding the summer startup, you were placed in our standard queue and assigned a position based on request date. We understand the delay was frustrating, but recent weather has impacted our service schedules across the board.

Cranford Plumbing, Heating & Cooling, LLC is NOT a BBB Accredited Business.

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