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:02/18/2024

  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.

  On February 15, 2024 I called Auchinache for an appointment to resolve an issue with slow drains at my house. “Technician” arrived that afternoon.. He “quickly” diagnosed the issue. He explained to me all the options for resolving the drain problem. He said that although I could do the least expensive option, $189, that if I wanted to be sure that all drains were clear that I would have to go with the option that was almost $1000. That would involve sulphuric acid drain cleaner down the kitchen sink and two passes with the snake down bathroom drain and replacing leaky pipe, if any. He also said that the sulphuric acid may “reveal” holes covered by buildup in the drains causing a few leaks. It did cause leaks. He replaced one pipe that showed a leak. But he said he would have to come back the next day to reroute a small section of pipe, because instead of replacing the other pipe that “revealed“ more leaks, rerouting was the best, and most expensive, option. Kind of thinking that the sulfuric acid did more harm than good. In addition to that he snaked the bathroom sink several times but that still remained clogged. He stated that he would come back the following day to finish for an additional $1000! At the end of the day I was out $965 and my drain problems were worse than they were before the tech started! The following morning, feeling like “I was being taken for a ride” I cancelled my appointment with Auchinachie and called a different service. The new service dispatched a technician to my house that afternoon and all my drain issues were resolved in a couple of hours at a fraction of the cost. That technician also revealed that the sulfuric acid did not in fact clear the drain! See photo.

  

  Business Response

  Date: 03/07/2024

  I
  am in receipt of the complaint filed by ******** ******.  I reviewed the complaint thoroughly with all
  my employees who were dealing with ********.  
  The following is what I discovered about his complaint.According to
  our records, we were called by ******** on February 15, 2024, for multiple
  drain lines that were blocked.  On that
  same day, we dispatched a technician (Jon) to address ********’s concerns.When Jon arrived,
  he assessed the issue and advised ******** on what needed to be completed.  Jon provided ******** options for the repair.  ******** chose the gold drain cleaning option
  which included a chemical drain cleaning.  Jon explained to ******** that the lines in
  question are galvanized piping.  Jon
  explained that there was a good chance the chemical would reveal faults in the
  piping (pin holes, rot, pipe deterioration).  He also expressed that there is a chance the
  pipe could be in good condition.  ********* understood and authorized us to proceed with this
  option.  Jon inserted the chemical in the
  areas of concern.  Fortunately, the
  chemical worked, and the lines were cleared. 
  Unfortunately, in the process of clearing the line, two holes were discovered.  Jon proceeded to provide options for the repair
  of these two holes.  ******** chose the band
  aid repair for these two holes.  After this
  repair was performed, Jon discovered another leak on the galvanized pipe.  Jon explained that he could patch the line in
  the same way but, there is a risk of more holes in this line.   Jon
  presented an option to replace the line permanently by replacing the galvanized
  line with a plastic line.   ******** said he would like to think overnight
  on which option they would like to do.  Jon
  thought he was going to go back to ********’s home the next day.  Jon attempted to clear the bathroom drain
  with the smaller drain cleaning equipment that he had on his truck.  Unfortunately, that failed but he knew he was
  coming back the next day.  He explained
  to ******** that he would bring the larger drain cleaning equipment tomorrow when
  he returns.  Jon spent 4 hours diligently
  working to solve his problems on his old, crumbling piping.******** called the next day and canceled the continued repairs
  to his system.  When ******** called, he explained
  that he was able to get a friend to help him do the work we proposed to him the
  previous day.  I’m glad that we were able
  to lay out exactly what needed to be completed for ******** and his friend to
  complete.    I want to remind ******** that we presented options for him
  to choose from.  ******** chose from the
  multiple options we gave him.  We spent
  four hours working on his decrepit system. 
  It is unfortunate that he has old piping that is disintegrating due to
  age.  In
  conclusion, after thoroughly reviewing all that took place at ********’s home,
  I feel my employees treated ******** with the utmost professionalism possible.  We arrived on the same day ******** called for
  service.  We provided a trained, knowledgeable
  technician, who performed a service that took over 4 hours to perform.  We educated ********* on how to fix the additional
  problems so ******** and his friend could repair it themselves.  Based on all the facts I just explained, at
  this time, we will not be offering any kind of refund.  We feel what ******** was charged for the
  service we provide was fair.  If you have
  any further comments or concerns, please feel free to reach out to me. Thank
  you.   Sincerely, Chris H*******Sr. Vice President           

  Customer Answer

  Date: 03/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.No pipes were cleared as is plainly visible in the photo originally attached. Just more problems created and what would have been subsequently more money for them. The technician obviously didn’t have the proper “tools” to resolve any problem!
  
  Regards,
  
  ******** ******

  

  Business Response

  Date: 03/07/2024

  I
  am in receipt of ******** ****** response. 
  Regrettably, I disagree with his response.  Please let me explain why.******** is
  claiming that the line was not cleared, sadly, he is mistaken.  If we did not have flow in the kitchen line,
  how would we know the line is leaking?  Once
  we had the line cleared, we proceeded to test the line by running water through
  it, proving that it was cleared.  That is
  when we discovered the pin holes in the line.  The other
  issue, with the other line, claiming we didn’t have the correct machine.  I would like to remind ********; we were
  trying to clear that line as a courtesy. 
  That line needed a smaller drain cleaning machine to clean the line.  I was incorrect on the first letter where I claimed
  that he needed a larger machine for this task. 
    Unfortunately, ******** does not
  mention that we were trying to clear that line at no additional charge.  We explained the complete details to
  Johnathan, we expressed that we would tackle that line the next day when we
  returned with the smaller drain cleaning equipment.  ******** knew we were trying to do something
  nice for him and not charge him.  Ironically,
  he is now holding this over our heads.  Sadly, ********
  is writing half-truths to get a refund.   Based on all the facts I just explained, we continue
  to stand by the original decision.  We will
  not be offering any refund at this time. 
  We continue to feel ******** was charged appropriately for the professional
  service we provided him.  If you have any
  further comments or concerns, please feel free to reach out to me. Thank
  you.   Sincerely, Chris H*******Sr. Vice President                     

• Initial Complaint

  Date:12/11/2023

  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.

  Auchinachie came to our home to service our 1-year-old boiler; we paid $11,600 for the boiler plus $175 per year for warranty inspections and have followed the maintenance by Auchinachie. The service person came in August 2023 and claimed that the boiler was all set and going to run, but they put a camera in it and saw some calcium build-up on the exchange. They suggested a new water softener system to prolong the boiler's life. We followed that suggestion, paid $7300, and had one installed in September 2023. A week after the inspection, there was a chilly night, and we attempted to start the boiler to use up the propane in preparation for the fall and winter. The boiler did not turn on or spark as it should have after being inspected or began to warm the house. At the end of August, the same day we bought the water-softening system, a service person returned to the house for the boiler, claiming it was a transformer that was the problem. On September 11th, the same service person came back to install the transformer, and when he did, the boiler blew the transformer, breaking again. He said he was leaving to make a call and never came back. The next call back was for us to get an electrician here to prove that it wasn't our breaker box, which, again, we did. Forced us to pay $250 to an electrician when there was nothing wrong, just for them to finally order a wiring harness. We gave Auchinachie time, but as it got colder and we have two children and a pregnant woman in the house, my husband called every two weeks with the same response that the wiring harness was on backorder. After 3 months of them telling him no, they did not have the part, I then called on November 28th and got a response that they would call the warehouse and check with the distributor. I reminded them how much we had paid for all of the services and followed their suggestions. The receptionist said she would get back to me, and I have not heard from them since November 28th, 2023.

  

  Business Response

  Date: 12/12/2023

  *******, we are truly sorry for all the difficulties you've faced with your heating system. I can only imagine how challenging this period has been for you, especially with the cold weather and your family's needs.
  I want to assure you that we take your situation very seriously. Upon reviewing your case, we discovered some faults with your heating system. We promptly contacted our tech support for guidance and followed the recommended procedures to address these issues.
  It's important to note that some of the essential parts needed were unfortunately backordered, which contributed to the delay. However, upon my personal intervention, we expedited the process. I've instructed our team to locate the required parts and arrange for them to be shipped overnight.
  We deeply regret the inconvenience and length of time this has taken. Please know that we are committed to resolving this as quickly as possible and will do everything in our power to ensure your heating system is functioning efficiently again.
  Thank you for your patience and understanding. We are on top of this and will keep you updated every step of the way. Your comfort and satisfaction are our top priorities.

• Initial Complaint

  Date:11/24/2023

  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.

  Nothing has ever been done since the day the water softener was installed, it wasn't properly installed leaked all over no drain installed under the kitchen sink and has leaked in the basement as well. Has caused so much damage and costed me so much money. Jeff or Mike never call me back, I have called multiple times. I want the system removed and out of my house! If anything they owe me money for all damages and the extra work that had to be done to stop it from leaking and the the drain that I had to have installed under the kitchen sink!

  

  Business Response

  Date: 11/27/2023

  I'm writing to provide details and documentation regarding
  the water softener system we installed at ** **** ****** in Waverly, NY.Installation Date: April 13, 2022Service Date for Issue: August 1, 2023Details of the Issue: When our service tech arrived
  on August 1, 2023, to address the reported issue of the water softening system,
  we discovered a wooden shelving system built against the water system
  equipment. This shelving blocked access to the filter, which as per our initial
  guidelines and documentation, should remain unobstructed for the system to
  function optimally and for routine maintenance.Attachments: We have photos documenting both the
  initial installation and the subsequent obstruction caused by the shelving
  system. Additionally, we have the invoice that explicitly indicates the
  importance of keeping the filter accessible.Resolution: To rectify the issue, the homeowner would
  have to disassemble parts of the shelving unit to access and replace the
  plugged filter. After our visit on August 1, 2023, we have not received any
  communication or calls from the property, indicating the obstruction has been
  permanently addressed or removed.It's crucial for the longevity and efficient functioning of
  the water softener system that the equipment remains accessible. We recommend
  ensuring the shelving or any other obstruction does not block the system in the
  future. Regular maintenance, including filter changes, is essential for the
  system to work effectively.Additionally: we would like to inform you that
  ******** has been in contact with her financial institution regarding this same
  issue. We had a productive conversation with representatives from the financial
  institution, during which we presented all relevant documents and pictures,
  showcasing the system's condition before and after the installation of the
  shelving unit. The financial institution was provided with a comprehensive
  overview of the situation, including our guidelines for maintaining
  accessibility to the water softening system for effective functioning and
  routine maintenance.We believe this thorough review helped clarify the situation
  for all parties involved. We remain committed to ensuring the best possible
  service and support for our customers. Should you need further assistance or
  have any more concerns, please do not hesitate to reach out to us...

• Initial Complaint

  Date:05/01/2023

  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 5 units, In 1/11/2020 they installed the last one. The unit for living room and kitchen does not heat very well. It ends in these areas I also paid very expensive electric bills. They came over and checked things out 5 or 6 times. Two of the service men agreed it wasn't right, something wasn't right with the unit. I asked for it to be replaced and was told ******* said it was ok. That unit also leaked all over my living room wall and on the other side of the wall into the garage. Did not clean the mess but charged me over $1,300 to fix there bad installation Also one day they had to change all the wiring because they put the wrong wiring in.

  

  Business Response

  Date: 05/15/2023

  May 15, 2023 Better Business Bureau, Inc. 100 Bryant Woods South Amherst, NY 14228 Re: ******** ****** Dear BBB, I am in receipt of the complaint filed by **** ******.  I reviewed the complaint and discussed it
  with the personnel from my company who were dealing with ****.  After reviewing all the paperwork regarding
  this job, please allow me to share with you what I discovered concerning his
  complaint. ****’s description of what was performed is misleading
  and inaccurate.  We did not install all
  of the units as **** would like you to believe. 
  The only unit we installed was the unit in the Kitchen/living room.  This was installed three years ago in May of
  2020.  The company that we purchased
  installed the other units prior to us purchasing them in March of 2020.    **** claims we charged him $1300 dollars to repair the
  units.  That is inaccurate also. He was
  first charged in January of 2022 for $477 dollars to service and clean the kitchen/living
  room unit that we installed.   The second charge was in July 2022 for $890.00
  dollars to service and clean the units that the other company installed.  These units were about two years old when we
  serviced them.  All pricing was presented
  to **** before any work commenced.  Only when
  **** authorized for us to proceed is when we continued with the clean and servicing
  of these units.  These two numbers total the
  $1300 dollars **** is referring to.  We
  never charged him for any repairs.   As of March of 2023, ****’s system has been
  operating as it should.      We have been to his home multiple times since the last
  cleaning in July of 2022.  Every time we
  are there, we confirm that everything is working the way it is designed
  to.  The return trips started in February
  of 2023, eight months since the last cleaning in July of 2022.  We have been there four times since February
  of 2023.  Every time we are there, we confirm
  that the system is operating correctly.  We
  even went to the expense of having the manufacture (*******) confirm that the
  system is working as designed.  Every
  time we go, the equipment is running and maintaining the designed temperatures
  for the space it is heating and/or cooling in.  **** is the only one in the household that believes
  the system is not operating as it should.  In conclusion, we have been extremely patient with ****.  We appreciate ****’s business.  We want him to be happy.  We worked up special pricing at extreme discounts
  to service and clean on equipment we did not install.  We are doing everything in our powers to show
  **** we appreciate his business.  Unfortunately,
  we can’t continue to send technicians at no charge to his home on a system that
  is working properly.  In the future we
  will need to charge **** for these visits if they continue.  We continue to stand behind the installation and
  will be there for **** and his family.  Regrettably,
  we will not be removing any equipment, nor will we be refunding any money on
  this fully operating system.    If you
  have any further comments or concerns, please don’t hesitate to reach out to me.  Thank you for your time. Sincerely, Chris H******* Vice President 

  Customer Answer

  Date: 05/24/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  See attached rejection from the consumer  
  
  Regards,  
  
  **** ******

  

  Business Response

  Date: 05/24/2023

  May 24, 2023 Better Business Bureau, Inc. 100 Bryant Woods South Amherst, NY 14228 Re: ******** ****** Dear BBB, I
  am in receipt of **** ******’s second response. 
  After reading his response, I find it very interesting that his only
  concern is to slander us.  We addressed
  his concern many times, on the last time were there everything was working properly.     His response still does not negate
  the fact that we have been to his home multiple times to address his
  concerns.  It also does not disprove that
  each time we were there, his system was operating as it should.  We even went to the expense of having the manufacturer
  confirm that the system is working the way it is supposed to.  I will not continue the banter back and forth
  with ****.  We went above and beyond to
  work with ****.  We have been to his home
  multiple times to confirm that the system is operating properly. We performed
  these multiple trips without charging **** for them.    It is unfortunate that he has
  to pay for the heat he is using.  Heat
  bills have sadly risen for everyone in this country, I have no control over
  that. We will reach out to **** one
  more time.  We will try to work with him
  to confirm that everything is operating properly.  If he continues to slander us, I will remove
  him from our customer list, and he can use another contractor.  I want to help ****, for him to slander us
  because he believes he is not getting something that he already has is absurd.  Regrettably, other than me
  reaching out to him one more time, there is nothing further I can do for
  ****.  Bottom line is, I will not allow
  him to berate my employees.  We treated ****
  with the utmost respect and professionalism every time we addressed any of his
  concerns.   If you have any further comments or concerns,
  please don’t hesitate to reach out to me. 
  Thank you for your time. Sincerely, Chris H******* Vice President 

• Initial Complaint

  Date:02/10/2023

  Type:Customer Service 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 were continually calling me for weeks telling me I was due for my annual system check, I finally agreed to get them to stop calling. On 1/31 they sent a tech Naeem out to do the system check. On the night of 2/1 I lost heat in the house, I have children. I woke up to the temp being 54 degrees in my house. I contacted Auchinachie 8am on 2/2 they had the SAME tech come to my house. He proceeded to tell me he did nothing and he was washing his hands of this, I needed a new thermostat and to continuously get heat I needed to turn the limit switch on and power the furnance off and on. At about 3pm on 2/9 my fire alarms were going off detecting CO2. Fire dept/***** came, deemed it unsafe and red tagged my furnance. I had to call in another company on 2/10 ******** who told me I now need a new furnace because of the CO2 levels, cracked secondary heat exchange due to overheating, gas valve is cracked, silanoid valve cracked. I have requested documents of what was done by Auchanie and they will not provide me with these documents as requested.

  

  Business Response

  Date: 03/02/2023

  I am in receipt of the complaint filed by *********
  ******.  I reviewed the complaint with
  all of my employees who were involved when dealing with *********.   The following is what I discovered about her
  complaint. According to our records, *********’s annual system check
  was due.  We called her on January 10th and left a message.  Nine days later we
  called again.  This time ******* (husband)
  answered, he instructed us to call ********* who will schedule the call.  We called ********* on January 19th and left a message. On January 25th we called again and left another
  message.  Finally, we when we called
  again on January 30th, we were able to connect with *********.  At that time, we scheduled her inspection for
  January 31st.  It is
  unfortunate that we had to call five times to get ********* to respond.  If we did not call and the check was not
  performed. I am sure ********* would be the first to complain on why we did not
  call to reminded her of her annual inspection.  Our persistent is just another way we provide that added service for our
  customers.  On January 31, 2023, we performed our annual system
  check.  While performing our inspection,
  we brought to *********’s attention that the air filters needed to be
  replaced.  We proposed to replace them, she
  declined, she said she would replace them. During this inspection, we checked all
  of the mechanical, electrical and safety systems. We performed a gas and
  combustion test.  The gas test had zero
  leaks and the combustion test was at 0ppm.  The other parts of the system were all in operating condition.  Once we completed the system checked, we
  charged zero for the call, and we checked out with the owner and left her home. We were called back two days later because they had no
  heat.   After inspecting why, we
  discovered that their thermostat was bad.    We presented options on replacing the thermostat.  ********* declined the service and then
  became argumentative.  She believed since
  were there two days earlier, that she should not have to pay for the diagnosis
  and the repair.   We explained that we
  have no control on when a thermostat will not operate.  We explained that her system is close to 14
  years old, and parts are going to begin to show their age.  Unfortunately, she was not listening to us
  and instead of arguing with her, we waived the charge of the diagnosis, zeroed
  out the balance, and we left.  Funny how
  the free advice that we presented to ********* two days earlier was being
  ignored.  The dirty air filters were
  still in her furnace.  If they don’t get replaced,
  she will  eventually have bigger issues.  We were scheduled to go to her home on February 10th,
  2023, eight days after our last visit.  This call was for no heat again.  ********* cancelled that call.  We will not be intimidated by *********.  She is manipulating this simple inspection, where
  no work was performed, and no charges were incurred.  Again, all we performed was informational work,
  where we informed the customer of what needs to be performed.  As I said earlier, she did not do the items
  that we suggested two days earlier.  To make things even more interesting.  ********* requested for us to provide an estimate
  to replace the 14-year-old furnace.  I
  allowed my team to go to the home to evaluate the cost to replace this
  equipment.  Since she has written to
  multiple agencies with half-truths about what took place at her home.  Based on the way she is handling herself; I am
  instructing my employees to be cautious when dealing with *********.  I understand her frustration, but she does
  not have the right to be untruthful when we are trying to help her.  I am confused by her actions; I am trying to
  figure out what her end game is.   After evaluating her existing system, we provided *********
  with a proposal on replacing her furnace.  ********* liked our proposal and authorized us to proceed with the work.  Unfortunately, her credit is preventing us
  with proceeding with the replacement.  At
  this time, the job is on hold since she has no way to pay for the work.   Again, I am confused why she would want
  anything from us, especially after all of the false accusations she made regarding
  my employees.  This scenario she is
  claiming is very odd to say the least. In conclusion, after thoroughly reviewing all that took
  place at *********’s home, I feel my employees treated ********* and her family
  with the utmost professionalism possible.  We have been to her home more than four times and have not charged her
  for any of those visits.  We have advised
  her on what needs to be completed to repair/replace her equipment.  Again, all of this have been performed without
  charging ********* a single penny.  At
  this time, we will not be offering any kind refund since we never charged her
  in the first place.  If you have any
  further comments or concerns, please feel free to reach out to me. Thank
  you.   Sincerely, Chris H******* Sr. Vice President           

• Initial Complaint

  Date:01/17/2023

  Type:Billing 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.

  On 12.21.22 Auchinachie did an extensive emergency repair on my well. The gave me a flat rate price of $5,431.18 which I paid via the financing they offered. My insurance company needs information in order to process the claim. At first, we were requesting an itemized bill. They claim to be a "flat rate" company and adamantly refused. I need a breakdown of the repair, because my insurer believes I have coverage for some components of the repair (though not all). Failing to get an itemized bill, I have simply requested a list of all of the parts used in the repair that I purchased including part numbers, so the claims adjuster can determine the value. I spoke with them on the phone on 1/17/23. They claim they "don't know" what parts were used in my repair. The only thing they will give me as an invoice is the vague document, attached.
  I believe that I should be entitled to the list of parts that I have purchased. The fact they they refuse to give me any detailed information about what went into my well, or the components of their "flat rate" bill is highly suspicious. The technicians were on my property for about 3 and half hours, as far as I can recall.
  They said If I gave them bad reviews they would put a note in my file not to serve us anymore. I pointed out that their work is under warranty.

  

  Business Response

  Date: 01/18/2023

  I am in receipt of the complaint filed by ****** *******.  I reviewed the complaint and discussed it
  with all of the personnel who were involved when dealing with ******.   After
  reviewing all of the paperwork regarding this job, please allow me to share
  with you what I discovered about her complaint.On December 12, 2022, ****** ******* called requesting
  service at her home.  I don’t understand
  why she believes we were at her home on December 21, 2022.  The initial call was in regard to low water pressure.  When my technician Jeff arrived and surveyed
  the system, he proposed replacing the pump and piping in the well casing.  After reviewing the proposal, ****** accepted the proposal and
  authorized us to proceed with the work.  We
  did not proceed with the repair until three days later.  I am confused why ****** did not ask for the information
  she is asking for now, when we were there on December 12, 2022.   Furthermore,
  the system that we repaired on December 15, 2022, is now operating flawlessly.  I want to stress again; we presented all
  pricing before any work was performed.A month after we completed the job, we are now being asked
  for a breakdown.  We are a flat rate company;
  when pricing the job, we include everything needed to complete the job 100%.  We present this price at the beginning of the
  job. We don’t break out labor or materials.   At that time, we presented ******
  the price, ****** could have said no, and if she did, we would have packed up
  and closed out the job.   Instead, she authorized us to perform the
  work.  Once she authorized us to perform
  the work, we waited three days to perform the job. During that time, she could
  have coordinated any special requirements that she was going to be requiring
  from us.  Unfortunately, this was not
  performed by her.  We are willing to work with ******.  I called her insurance adjuster.  He explained what he needed to close out
  their account.  He asked me to send him
  the price of the pump, which I did.  He said
  once he has this info, he could deduct it from the bill and close out what he
  owes the *******’s.  This adjuster could
  have easily figured out the cost of this pump and closed out his client’s
  account.  I don’t believe I should be in
  the middle of the insurance company and his clients disputes.  Sadly, a month later, ****** is putting us in
  the middle.    In conclusion, this request is out of the norm for how we do
  business.  Unfortunately, this could have
  been avoided if ****** would have addressed this issue before we began the job.  We have addressed ******’s concern with her
  insurance carrier.  If you have any further
  comments or concerns, please feel free to reach out to me. Thank you.   Sincerely, Chris H******* Sr. Vice President           

• Initial Complaint

  Date:12/31/2022

  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.

  Called them to diagnose low water pressure. Told me it would be $60 something bucks to come out. I assumed this was to come and tell me what’s wrong. Why else would they come and just do nothing. Then told me $250 charge one there to diagnose. Ended up paying well over $300. They said it was water pump switch. We told them it wasn’t, it was brand new. They insisted. We replaced it AGAIN. Still had exact same problem. Asked them to call/ come back. Would not. Emailed. Wrote reviews. Offered no solutions. Took my money and did absolutely nothing for me. Did not diagnose the problem and then I paid more money to fix something not broken. Over $400 wasted and worse off when I started.

  

  Business Response

  Date: 01/04/2023

  I am in receipt of the complaint filed by ****** **********-******.  I reviewed the
  complaint and discussed it with all of the personnel who were involved when
  dealing with ******’s husband, *****.   ****** was not involved in any of the
  discussions while we were there.  After
  reviewing all of the paperwork regarding this job, please allow me to share
  with you what I discovered about her complaint. On November 28, 2022, ***** ****** called requesting service
  at his home.  During this initial call,
  we explained that there would be a $119 service response charge.  ***** expressed he could not afford this
  charge.  It was around the holidays, and
  they had no water, so we reduced the charge to help ***** and his family
  out.  We reduced the charge to $59.00
  dollars.  ***** accepted this and we
  scheduled a technician to his home on the same day. When my technician (Scott) arrived, he explained to Peter
  what the charges he would be incurring if we did not do any work.  Once Scott surveyed the system, he would
  inform ***** what it would cost to repair the system.  If ***** elected to do the work, he would be
  charged the $59.00 dollars plus the work required to fix the system.  If ***** elected not to repair the system, he
  would only be charged the $59.00 for the Service Response charge, and $129.00
  for the diagnosis of the system.  I don’t
  understand why ****** believes she was charged over $300 dollars.  ***** was only charged $203.00 dollars which
  included tax. When Scott diagnosed the system, he discovered many items
  that the homeowner installed wrong with the system. Some of those items included
  the system being wired incorrectly along with the system having the wrong
  pressures settings.  These are some of
  the issues with the system, again, ***** declined the repair of the system. Once
  he declined, there was no other reason for Scott to proceed with anything further
  for *****.  The information ****** provided to you is incorrect.  ***** called again after we left complaining
  his system was still out of commission that he could not fix.  We called twice and left messages both times,
  without any return calls from *****.  I
  am confused on why ****** is convinced we did nothing for what she paid for.  I want to remind you, that we drove to her
  home and inspected/diagnosed the system.  We informed her husband that the work he was doing was incorrect.  We gave a price to fix the system, which he
  declined.  ***** was fully aware of all
  of the pricing before we proceeded with anything. At this time, we will not be issuing any refund or
  adjustment to ****** invoice.  We went
  above the norm to work with *****.  We
  lowered our price and gave him more direction on how to resolve his issue that
  he created.  I believe he should share
  this information with his wife ****** who seems to be lacking all of the
  details.  If you have any further
  comments or concerns, please feel free to reach out to me.  Thank you. Sincerely, Chris H******* Sr. Vice President            

• Initial Complaint

  Date:09/27/2022

  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.

  They installed the furnace in March 2020, gave me a 1 year warranty. I paid them 12,800 for the furnace and installation. The furnace makes a loud whistle noise, they did come out to try to fix the problem. The technician said to just keep a TV or radio on and you won't hear the whistle noise. I have called this company several more times, they ignore me and will not call.

  

  Business Response

  Date: 10/28/2022

  I am in receipt of the complaint filed by ******* *****.  I reviewed the complaint and discussed it
  with the personnel from my company who were dealing with *******.  After reviewing all the paperwork regarding
  this job, please allow me to share with you what I discovered concerning his
  complaint.We installed the furnace in March of 2021 not 2020.  We were aware that ******* had an issue.  We tried multiple times to return to address the
  problem.  Unfortunately, he did not
  disclose that he cancelled those appointments with us.    When we received the notice from the BBB, we tried
  multiple times to contact *******.  During this process, we discovered ******* was having issues with his
  phone.  Since we could not connect with
  ******* through his phone.  We used an
  alternate method (email) to contact *******.  Fortunately, we were able to contact ******* and coordinate a time we
  could address his concerns.  As of today,
  we have addressed his concern and there are no other issues with his
  system.   It is unfortunate that ******* cancelled many times the appointments
  he had with us regarding his concerns.   Fortunately, after we assessed the issue, we
  corrected the problem, and the system is running effortlessly.   If you
  have any further comments or concerns, please don’t hesitate to call me.  Thank you for your time. Sincerely,Chris H******* Vice President