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:03/07/2025

  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.

  The incident which occurred on Friday February 28, 2025 related to your technician, ***** ****** which nearly resulted in a serious injury or death at our home. On Friday March 28, 2025, ***** ******* serviced our natural gas boiler (a standard annual tune-up) and left our residence at approximately 5:20pm after we wrote a check for the service in the amount of $96.23. At approximately 7pm we noticed the smell of gas; upon opening our basement the smell of gas emitting from the basement was overpowering. I contacted T Webber immediately and informed a representative named ***** of the smell emitting from the basement; she notified me that the technician was in the middle of a job. I implored her to reach out to a technician or a supervisor as the situation was imminent and she indicated that she would, however we did not hear back from T. Webber at all that night.We contacted Central ****** who informed us to vacant our home immediately. The Central ****** technician came to our house that night and indicated that a tube was inserted into our gas boiler upside down, resulting in the natural gas pouring into our home instead of flowing into the furnace. We implore you to enact disciplinary actions against the technician and request the refund of the amount paid to T Webber in the amount of $96.23.

  

  Business Response

  Date: 03/10/2025

  Morning,

  Thank you for bringing this issue to our attention.  I have advised our finance team to refund the $96.23 to the customer, and the technician in question has been coached on the issue.  Our HVAC Manager will be calling the customer for closure on the issue.

  Thank you.

• Initial Complaint

  Date:02/10/2025

  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.

  I contracted T. Webber to replace my furnace and install a heat pump and got talked into additional baseboard heaters. Upon installation they informed me I needed about $7000 in electrical work. Contract signed and paid in full. In the 30 days since the install I have had to have 4 visits from technicians for leaking pipes, improper furnace function and then again leaking pipes. Each time the techs that came have been woefully unprepared, dont have the pieces they need and, three weeks since the first order of the baseboard piece they never installed, I still have no received said piece. Now my pipe will stay leaking in my basement (across the foundation wall) over the weekend because the tech today came for the emergency fix without the correct parts. Now the manager has stated I can tell we lost your business and hung up the phone. We have not reconnected. At this point I am nervous the electric couldve also been done incorrectly and I have to try to keep my basement dry all weekend. This has been a failed $30k job.

  

  Business Response

  Date: 03/10/2025

  Our technicians returned to the residence on 2/10 and 2/11 to ensure the installed equipment is functioning properly.  As a new customer, they are enrolled in our maintenance program, we will be out there 3x over the next year to ensure everything is still in excellent working order.  

• Initial Complaint

  Date:11/06/2023

  Type:Order 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.

  entered an agreement with T. Webber salesman 9/6/23 for a balance of $20,000.00 to purchase a (best) HVCA system with a heat pump condenser. minus The $2,645.56 already paid. T. Webber sent it's finance company a voucher for $25,000.00 on 9/15/23 which we rejected. Webber sent another voucher to Greensky for $21,092 on 9/29/23 again we rejected. Repeated calls to T. Webber to address and correct to no a **** only advises to again call call ********.

• Initial Complaint

  Date:09/08/2023

  Type:Sales and Advertising 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.

  T. Webber gave me an estimate to replace approximately 45 feet of clay ***** **** at my rental home at ***********************************************. Quoting from their final invoice, "upon arrival, we noticed that dig safe marked the gas line next to where the ***** **** is, we weren't 2 ft from the requirement for the machine to use, so we dug by hand about 2 ft and replaced 10 feet of clay **** to pvc." The invoice amount for replacing 40 feet of **** ( 8- 5 foot sections at $538.65 per section totaled $4309.20. Since only 10 feet were replaced, at their stated rate, this should have totaled $1077.30. The amount overcharged is $3231.90. In addition, there was a "confined space work area" charge of $2516.54. As the work was done entirely outside the house and not in the crawlspace as originally planned, this charge should also have been waived. These two items total $5748.44. After several attempts to reach Jetts, the plumbing manager, he finally (a week later) got back to me and said since they had to hand dig a trench, that equaled these charges and refused to make any price adjustments. The only credit offered was for $771, which was the initial visit "camera fee", which I was assured would be applied to the final cost of the project, and I am still waiting to see that credit on my credit card. By any measure, this is unfair and unethical business practice. I believe T. Webber owes me a significant credit on this $8843.92 invoice.

  

  Business Response

  Date: 09/10/2023

   

  Dear BBB,

  This matter has been resolved, Our Plumbing Manager **** spoke to ************ on August 21 and gave him a refund directly on his credit card for a total of $771.00.

  The scope of the job changed, and equipment could not be used, techs had to hand dig all trenches, call Dig Safe as there were gas lines buried below, Our Manager explained this job would have cost $10K, T Webber did it for $8K. 

  Refund has been processed; it will take up to **** days.

  *******************;

  Call Center Manager 

  T Webber 

   

   

  Customer Answer

  Date: 09/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   This is the same explanation that I received from T. Webber when they finally responded to my phone calls questioning the amount billed. If they were willing to replace 40 feet of waste line for this amount using an excavator, I don't believe that hand digging a 10 foot long by 2 foot deep trench  could possibly cost the same amount. I have received the $771 credit that was promised before the work was done, but the balance that I was charged is unacceptable. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************
  
  
  
  
   
  

  

  Business Response

  Date: 09/11/2023

  Dear BBB,

  We are sorry that *** ***************** is not happy with our solution.

  **** agreed with the $771 discount offered on a recorded phone line. 

  The service we provided should have been billed at $10K we charged $8K,

  Unfortunately, we will not be able to offer any other discounts for this job per our plumbing manager Jeth.

   

   

   

  
  

   

  Customer Answer

  Date: 09/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  It's clear that T. Webber has no intention of resolving this dispute. I'm left with no recourse short of litigation, but I can not recommend this company to anyone who is considering hiring them to do work. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************
  
  
  
  
   
  

• Initial Complaint

  Date:06/26/2023

  Type:Service or Repair 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.

  In 12/2022 we had our heating system serviced, we were told that it needed to be replaced. We schedule the maintenance and applied for their financing they offered. When they came to do the work they installed a chimney furnace when we dont have a chimney. It took them over 15 hours to install the incorrect system for my home. I asked them many times over the course of the day of there was a problem or if everything was going well to which I was told all was going fine. Come to find out around 10pm at night they finally came clean with my husband the issue, that they knowingly installed the incorrect system and were just trying to get it to work because it was the middle of winter and it was freezing outside and we have 3 young children. The system was never inspected and we were told that they would be back to take out what was put in and they would install the correct furnace for our home. They have yet to do so, will not answer our phone calls or emails. What should we do? They have already been paid and we never received the cost of the job showing how much all the things cost.

  

  Business Response

  Date: 07/13/2023

   

  Dear BBB

  We have received this complaint and are we are working to come up with a solution for the customer.

  The key managers that needed to be involved with this case were on vacation last week - I will send an update as so as soon as possible.
  

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

   

  Customer Answer

  Date: 07/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this matter still has yet to be resolved. Please ask T-Webber when we can expect for the service that we paid for to be completed. 
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/09/2023

  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.

  We had issues with a hot water valve that was not regulating water temperature, resulting in extremelly hot water. My husband contacted T.Webber and had them come and replace the valve. A week later our issues became the opposite, we were then having very **** warm/cold water. Our showers were painfully cold and my husband contacted T.Webber to come back during out warranty, but did not hear back from them. We finally had them come back as we assumed the valve they placed was defective. The second person that came told us that the valve BROKE because our system is too old and was releasing sediments, so the whole system needs to be replaced or it would keep breaking the valves. When we questioned about why their first plumber did not mentioned before on the first visit so we could avoid a $700 bill for something that made our winter MISERABLE, the plumber simply said "yeah, I don't know. He is usually pretty good. I will have to get on his case". He admitted their mistake, but refused to fix their mistake. They then wanted to charge for the visit for something they caused, which we fought not to pay. We called their office MULTIPLE TIMES to request a partial refund due to the horrible service provided that cause us to spend $700 to change a valve that broke ONE WEEK later instead of telling us we had to replace the system that they now want $1500 for. It is almost as if they did it on purpose. Every time we call, they say they will call back and go weeks without returning a call. They refuse to take out calls and keep saying they are busy and will call the same day, which they don't.

  

  Business Response

  Date: 05/25/2023

  All has been resolved - Refund given to customer -Confirmed 5/24/23 refund was received and customer is satisfied 

• Initial Complaint

  Date:01/23/2023

  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.

  T Webber installed an HVAC system in the summer of 2020. Within 1 year the refrigerant in 1 of the condenser leaked out. I called and they came to refill the refrigerant and they performed a pressure test and said everything looked normal in 2021. Within another year the refrigerant leaked out again and they came to refill the condenser in early 2022 and they said they would set another appointment when it gets warmer to find the problem. This never happened until I called because the system had another issue. This time they came and performed a leak test and found the source of the leak around Sep 2022. They have said they would contact me with a plan but that never happened. I have called several times and customer service has always said each time that they will send an e-mail to the supervisor and I would ask to be included in these e-mails and I never was. I never received any e-mails or any communication from T-Webber about my issue.In December 2022, I called T-Webber because the system stopped working. The system leaked out all the refrigerant again. They were suppose to come and refill the system but then I received a call from a technician **** that said "there is no point to refill the system with refrigerant because it is going to leak out so we plan to get the problem fixed instead." **** said that they will come out to fix it on that Friday of the same week and I waited that day and called T-Webber to find out that they have nothing on schedule to come to my home. I told customer service if they aren't coming to fix the issue then let's get the refrigerant refilled. They came to "refill" the system and only 1 month later now Jan. 2023 the system is only blowing out cool air. There is no heat at all.Problems T-Webber installed the system with a workmanship issue at installation- the issue has been continuous and they do not seem to care about fixing the leak.They seem to "past on" the issues to their "Supervisor" but they never call back.

  

  Business Response

  Date: 02/28/2023

   

  Here is our plan to satisfy *** ***** complaint:

   

  February 9,2023 our HVAC *** ********** ***** checked our *** ***** Heating System.

   

  ***** found a leak in one of his lines which is causing him to lose refrigerant in his system. Vinny suggested to wait until warmer weather to fix this leak.

   

  Speaking to ************ today he did confirm his next appointment was scheduled for *** 18^th when the weather is warmer.

   

  After this job is completed, I will follow up with ************ and BBB to confirm that his issue has been resolved.