Complaints

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• Initial Complaint

  Date:03/24/2025

  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.

  Installer installed a new furnace December 3rd of 2023. On March 25th of 2024 the high limit switch failed which they stated on the invoice was due to a dirty filter when the tech told us it was due to opening the trunks for more air flow. We paid full price for labor rates and the part. It should have been warrantied out. The high switch has failed again March 24, 2025. I called March 23rd on a Sunday and was told emergency rates would apply and to call Monday march24th. the installer will not provide the warranty says they know the part is not covered also stated the have a limited 1 yr warranty on their work and it may or may lot be covered and would charge a site fee labor and emergency rates because they cannot get someone out during regular business hours on a Monday. I have no heat in my home. They are taking advantage of the community I am I HEAP recipient. Upon installation of the new furnace unit no one explained I had a 5yr warranty with the installer and a 10 yr warranty registering it on my own. Last year when the furnace was installed I asked for the product details and installation details on an invoice the installer never provided such details. Nasty people to talk to over the phone

  Business Response

  Date: 04/09/2025

  We appreciate all feedback, as it allows us to improve our services. However, after reviewing your comments and the details of your service history, we would like to address several key points and clarify any misunderstandings.

      1.    Furnace Installation & Maintenance: Your furnace was installed on 12/22/23, and at the time of installation, we ensure all customers receive necessary warranty documentation. If you did not receive this, we would have gladly provided a copy upon request.

      2.    Service Call on 3/25/24: Our technician determined that the issue was caused by airflow blockage due to a severely dirty filter. Regular filter maintenance is essential to keeping your system running properly, and issues arising from neglected maintenance are not covered under any standard manufacturer warranty.

      3.    Warranty Coverage: You mentioned that the failure was not covered under the manufacturer warranty. Manufacturer warranties typically cover defects in materials or workmanship, not issues caused by lack of maintenance or external factors. Additionally, our 1-year labor warranty does not extend to maintenance-related failures.

      4.    Service Availability & Emergency Fees: We clearly communicate our emergency service policies, including fees for after-hours or weekend visits. While we understand your frustration, emergency fees are standard industry practice, and our team did offer solutions within normal service hours.

      5.    Professionalism & Respect: We take pride in treating all customers with respect and expect the same in return. It was brought to our attention that inappropriate and vulgar language was used while speaking with our staff. We do not tolerate abusive behavior toward our employees, and we kindly ask that all concerns be addressed in a professional and respectful manner.

   

  If you would like to further discuss your concerns in a constructive manner, we welcome you to contact us directly at ###-###-####. Our goal is always to provide fair and efficient service while maintaining a respectful and professional environment for both our customers and staff.

   

  Sincerely,

  Jon E*******

  Hertel Hardware and Plumbing

  ###-###-####

  Sent from my iPhone

  Customer Answer

  Date: 04/14/2025

  I am providing you the additional information requested in regards to the warranty. Attached is a copy of the warranty and a picture of a email thread from the warranty company explicitly stating the part that was replaced is covered under warranty. Where as plumbing Hertle did not provide warranty paperwork, or even mention I had one let alone charged me for the work to replace the high limit switch. Let me know if you’d like the invoice from the company for what they charged me. Please let me know if you need anything further. Warm regards, ****** *********

  Business Response

  Date: 04/15/2025

  Hello I have reached out to our supplier who is going to reach out to *** (********)  to inquire if they will warranty the part.The supplier has always said that due to customer neglect they would not cover it. Hence why they will be reaching out to get clarification. If they will as *** (*******) said they would be entitled to a refund for the part and not labor. I will reach out as soon as I get a response from out supplier. After the consumer contacted the manufacturer, they agreed to cover the part.  We then agreed to reimburse the consumer for the part.  

  Customer Answer

  Date: 04/21/2025

  BBB spoke to the consumer and she agreed to reimbursement for the part.