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:03/19/2025

  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.

  We had our gas water heater replaced on 2-20-2025, after installation the installer stated that Daniels will contact the City of Santa Fe, NM, (approximately 2 weeks) for an inspection. After not hearing anything from Daniels, we started contacting Daniels and leaving messages to find out when the inspection will be done and have not received any returned calls. We contacted the utilities department with the City of Santa Fe, NM (Eva with the inspection office) and she stated that Daniels need to pay their bill before inspections are done.
  The inspection was included in our invoice with Daniels.

  Business Response

  Date: 03/21/2025

  Hello,

  Thank you for your thoughts. Unfortunately, the City of Santa Fe  is currently transitioning to new software with regards to permits & inspections. Rest assure, we are on top of this and pressing The City Of Santa Fe to expedite the process. The City of Santa Fe is short handed. You recently spoke with our Install Manager and previous to that, our office staff, who have tried to inform you of the situation.  As soon as we have the approval, your inspection will be scheduled.  We are not going anywhere and we sincerely appreciate each and everyone of our clients. If you need anything else in the meantime, we are always here to assist. Also, please know that we pay per inspection and it would be virtually impossible to fall behind on a bill. There system will not allow us to move forward unless the fees are paid. I look forward to scheduling your inspection as soon as we receive the approval from the City Of Santa Fe. Thank you, again for your feedback.

• Initial Complaint

  Date:09/06/2023

  Type:Product 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 purchased installation of a mini split system in May 2023 (4 mos ago). One of the factors in the decision was the $300 *** rebate offer. When I called Daniels to inquire re rebate status, I get stonewalled with the same vague answer, "it's in process". They can't/refuse to tell me when it was applied for or to whom. When I called ***, they said 4-6 weeks. It's been 4 months.

  Business Response

  Date: 09/07/2023

  Thank you for your patience with the rebate process.  Yes, unfortunately, there is nothing we can do but wait. If we get an new information from ***, we will keep in informed. 

  Customer Answer

  Date: 09/08/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  the information I requested from Daniels was WHEN the rebate was filed and VERIFICATION it was received. Daniels refuses to give me that information. Paper & electronic trails aren't difficult to track. The fact they're giving BBB the same answer they've given me for four months tells me they are deceptive. When I talked to ***, they told me it only takes 4-6 weeks to issue rebates & yet here we are four months later. . .

  
  
  
  
  
  
  
  Regards,
  
  
  
  ******* ********
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 09/11/2023

  We verified with our vendor and *** that your rebate was submitted, and are unsure why this is taking so long.  We have decided to go ahead and submit payment to you prior to us receiving the rebate from ***.  The check was mailed out 9/8/2023.  We apologize for the delay and are working with our vendor to make this process quicker.  

   

  Customer Answer

  Date: 09/12/2023

  Please be advised I wish to withdraw my complaint against Daniels Plumbing. We have reached a satisfactory resolution & complaint is now resolved.
  
  ******* ********
  
  Thank you for your assistance. 

• Initial Complaint

  Date:06/01/2023

  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.

  I needed to replace a leaky faucet. They quoted me $1500. I had to find a faucet because of their negligence. My H2O heater broke. (Which was fine until Daniels) So I had to buy one from them at additional charge of $3000. After their faucet installation and H2O heater replacement, my sink leaked. It didn't leak before. After $4500, they left me with a bucket to catch the water under the sink. They said they couldn't guarantee the sink, as it wasn't "in house" product. Neither was the faucet. I got that at Lowes. I still have the bucket under the sink with no recourse.

  Business Response

  Date: 06/02/2023

  We repaired the leak as much as we can as it was a customer supplied sink and we do not warranty customer supplied parts. We returned and offered to repair or replace and customer declined services. We can came to an agreement to issue a $520 refund that posted on 1/20/203. 

• Initial Complaint

  Date:05/08/2023

  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.

  Purchased a ****** Boiler back in January 2023 for which I was supposed to get a rebate from the state of $300. When I emailed Daniel's asking for them to send me the information I needed to file the rebate, they did not provide me with the information. When I called Daniel's they told me over the phone that they would file the refund for me as is their normal procedure and that it would take 6 to 8 weeks to get the rebate check. It has been nearly 4 months now and I have not received the rebate check from the state

  Business Response

  Date: 05/12/2023

  Rebates are processed through the ** *** *******. We verified that it was submitted and received. Please allow time for the rebate to be processed. 

• Initial Complaint

  Date:03/30/2023

  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.

  Daniels Plumbing installed a new furnace for my radiant heating system, replacing out the old. In the process the installer punctured a gas dryer line (not associated with the furnace) which I found out about the day after the job was completed but still to be inspected. I called the gas company to report smelling gas at which time the gas company pulled my meter and red tagged the work. I notified Daniels Plumbing who decided to abandon the line to the gas dryer to get my heat restored. I was without gas (for heating, cooking, hot water) for six days until the inspection was completed and the gas company reinstalled meter (during one of the coldest days in winter). I purchased a cord of wood to keep the house from freezing but was not comfortable since the temperature was below 55 degrees in the house. The damage to my house was irreparable, requiring a surface mounted gas line to be put in to accommodate the dryer gas line which was not what I requested. I requested to be compensated for the damage done to the house by adjusting the bill by 20%. They told me they would take it up with their management and never heard back from them since.

  Business Response

  Date: 04/05/2023

  Beginning 1/24/2023, we performed quoted work, replacing existing boiler to existing gas connections.   Permits were pulled for quoted work.

  
  After we replaced his boiler, we received a call from Mr. ******* that he called the gas company, and they took his meter. We immediately sent over the plumber to assess the gas lines.  Leaks were found on existing gas lines to other gas appliances.  The plumber found the leaks and repaired them, no additional charges to the customer.  Customer also requested that an unused gas line for a dryer to be abandoned at the time we were doing the gas leak repairs.  The additional gas line work required a new permit which was pulled with the City of Rio Rancho.  The City of Rio Rancho was delayed, due to staffing on issuing the new permit and scheduling inspection, we kept in contact with Mr. ******* regarding the delay. We offered space heaters and he declined.
  

  All quoted work has been completed, and additional work that was not on the quote has been completed at no additional charge to the customer.   We disagree with the customer resolution request. 
  

  Customer Answer

  Date: 04/05/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  It is not accurate.  An existing gas line (other than the one for which the furnace was being installed on) was punctured by the technician (the screw is still embedded in it) and the technician decided that he would "abandon" the gas line in order to pass inspection and get gas restored.  This was after full payment was made and the job "completed".  Since it was not until after the work was done that the gas leak was detected, the job was never fully complete.  Also, the technician said they would replace the gas line they punctured and had abandoned.
  
  
  
  Regards,
  
  
  
  ***** ******* 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 04/05/2023

  All permits where pulled and passed. All work is completed. 

  Customer Answer

  Date: 04/08/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  the installer damaged an existing gas line and abandoned the line without my approval
  
  
  
  
  
  Regards,
  
  
  
  ***** ******* 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 04/10/2023

  All quoted work has been completed and inspections passed.  

• Initial Complaint

  Date:01/18/2023

  Type:Delivery 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 purchased an upgrade AC unit paying $700 more that included a PNM rebate $410 installed 10-24/25 mailed directly to client 30 to 60 days later. It is 1/18/23 and still no rebate. Bait and switch?

  Customer Answer

  Date: 01/27/2023

  The rebate has been sent and received 1/27/23.  This settles the agreement made in Oct. 2022 when the AC unit was installed.

  Business Response

  Date: 01/27/2023

  We sincerely apologize for the inconvenience, the PNM rebate process for your install has taken longer than usual.  We have been in contact with our vendor on the status of the rebate.  Due to the extenuating circumstances, last week we decided to issue your rebate to you prior to receiving it from PNM.  A check was mailed to the address you provided our office last week, 1/20/2023.   We have successfully processed hundreds of these rebates and the processing time is usually pretty quick, we appreciate your business and apologize for the delay with your rebate.  
  
  
  ******** *********
  Daniels Heating and Air Conditioning, LLC
  ******* ************
  **** ************

• Initial Complaint

  Date:12/09/2022

  Type:Billing 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.

  The business told me they would come and fix a plumbing problem on December 8, 2022 between 1pm and 5pm. He arrived at 5pm, it was too dark to do anything. He said the work order said it was a loose outside spigot. I gave very explicit details on what the problem was. They did not describe it properly on the work order. The plumber quoted me a price of $1385.00, he said he would be back the next morning to do the work between 6 am and 6:30 am. I never heard anything back from him and he did not show up. I called company, they said he was doing a different job, and that maybe he would be able to make it in the afternoon. I called someone else who could and would fix it today. I canceled the service order from ******* and they charged me $269. for travel fee and diagnotics. I was only supposed to be charged the $69. for travel fee. I paid the $269. but I believe they should return the $200. fee due to the fact that they are the ones who didn't write the work order in the detail I gave them.

  Business Response

  Date: 12/16/2022

  We value your feedback both positive and negative which tells us
  the places we need to make improvements with the aim of
  offering our customers with a more pleasant and comfortable experience. We will contact you directly to discuss the charges. 

  Customer Answer

  Date: 12/19/2022

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  
  
  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,
  
  
  
  ****** ******