Complaints
This profile includes complaints for Isaac Heating & Air Conditioning, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 27 total complaints in the last 3 years.
- 6 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/30/2025
Type: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 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: 06/03/2025
I’m
genuinely sorry for any confusion or frustration this caused. We will have a member from our Mangement team reach out to you to get this resolved.Initial Complaint
Date:03/31/2025
Type: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.
Went to Isaac Heating & Air Conditioning website and submitted my order for a filter providing my bank number, checked the box for recurring delivery, but then the filters were not the right size, and I went back online to cancel this subscription. they had removed their ordering section on their site, stopping me from canceling it. Then, I contacted their main office at least once and went into their local Syracuse office twice, in September and October. The worker spoke to someone at corporate, and that person said I had to go and cancel on their website. Well, there's nothing on their site. Time passed. Then again another charge October 28 2024 and this one January 29, 2025. I went to my bank to complain and called again to desubscribe. This lady now said it was their product and I had to contact the manufacturer. But clearly these filter orders are from Isaacs Heating & Air Conditioning as the label on the package says as much. It's 73.67 per charge for 3 separate charges. That's how I figure the disputed amount.Business Response
Date: 04/07/2025
I
apologize for the miscommunication. It wasn’t our intention to cause any
confusion, and I appreciate your patience as we clear things up. A full refund will be issued.Initial Complaint
Date:03/24/2025
Type: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 have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. My original complaint requested information as to why and how my savings account was accessed without consent in addition to why my fathers phone number was on file when he has never even heard of the company. Also, I was advised I would be refunded for the two payments that were taken but to date have only been refunded for one; likely because with the company having unauthorized access to my savings account, I had to close that account. They can and should refund that second payment via a paper check. Most important to me is my secure information being accessed without consent. Regards,
****** *****y. Mr. ********* mischaracterized previous dealings to which he was not a party. For instance, he referenced me asking a tech to leave. That tech showed up at 9:30pm to troubleshoot a gas leak. He poked and prodded around aimlessly, disconnecting a water line and damaging our property. If you send a tech to investigate a gas leak and they are disconnecting water lines causing water to spray everywhere, the issue isn't the customer. When requesting to speak to his supervisor, he first did not want to provide the name but relented. When calling the main line and requesting Steve *********, his supervisor, the associate read back my fathers phone number. My father has never done business with this company. Why did they have my savings account information on file? How do they have my fathers phone number? This makes no sense. And in reading precious complaints, I can see I'm not the only person who has concerns about unauthorized access.Business Response
Date: 04/07/2025
Apologies
for the unintended charge to your credit card. We understand the inconvenience
this may have caused and have corrected the issue on our end. A refund was processed on 3/25/2025. Our records show that your credit card info was updated on 1/26/2024. As of 3/31/2025 all credit card info along with email address and phone #'s have been removed from the account.Business Response
Date: 04/30/2025
One
was refunded to card ending in **** because that is how he paid that invoice (I
attached that refund receipt). The other was paid via ACH so we had to cut a
check, because as he said he “shut that account down” that check was cut on
April 1, 2025 and sent to ***** ***** **** ***** *********** ** ****** The
check was cashed on 4/9/2025 by ****** ***** at *** as shown in the
attachment.Customer Answer
Date: 04/30/2025
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
The account was "shut down" because of Isaac taking an unauthorized payment from my savings account, compromising that account. My two biggest concerns relative to my complaint were their unauthorized access to said account and having my father's phone number in spite of him being well out of their service area and never doing business with them. They have failed to address both security concerns, focusing instead on the refunds that I didn't ask for yet was offered. Since it was offered, I requested that offer be honored. Which they did. However, I care a lot less about $70 than I do the security of my savings account and personal information. That was clearly emphasized in my initial complaint as well as my response. As they have not addressed either security/privacy concern, I cannot in good faith accept this as a resolution.
Regards,
****** *****Initial Complaint
Date:02/10/2025
Type: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.
Last February 2024, I had Isaac Generator service replace a defective power controller on my generator. Within a couple of weeks, the generator failed because the controller was defective. This service cost me $2133. I never noticed the generator wasn't working until this past fall. The generator has a 10 minute cycle that it runs once a week but it was on a day that we are not here. I didn't know that it had failed that long ago. The controller does have a history of events that is accessible on the controller with dates etc. It indicated that the install of Feb. 20th didn't work and by March 3rd the starter battery had failed. I had Isaac come to look at the generator and they told me that the alternator was defective and the unit was permanently broken. I had **** ***** ******* ** ******** come and they installed a new controller, tested the unit and it has been working fine ever since. Invoices from both are attached. The technician opened the defective controller from Isaac and you could see the damage that was done. We are out $2133 for a service that never worked and Isaac is not responding. I've also filed a complaint with the Attorney General of NY.Business Response
Date: 02/11/2025
Management will be reaching out to client today to get issue resolved.Initial Complaint
Date:01/21/2025
Type: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.
Our furnace went out on 1/14 and we called Isaac on 1/15. They said they would send a technician out for a fee of $109 (plus tax). They did not inform us that there would be an additional fee to diagnose the problem. It's not possible to give an accurate estimate for repair without diagnosing the problem, so we did not pay the additional fee. As a result, we have found another company that included diagnosis as part of the fee to come to our house. Because of Isaac, my young children and elderly mother have had to suffer bitter cold during a polar vortex due to misrepresentation of services. The information would be found in their system under ******* ***, my husband's name. They refused to refund us when my husband asked.Business Response
Date: 02/04/2025
I
want to sincerely apologize for the recent miscommunication. It was never my
intention to cause confusion, and I regret any inconvenience or
misunderstanding this may have caused. We will be issuing you a full refund, this will be processed this week.Initial Complaint
Date:01/14/2025
Type: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 have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. They never offered to repair it, and overcharged me. When I objected to the estimate, the project manager threatened to not send his team to work on it if I didn't agree to the price (effectively leaving me with no hot water or heat in the winter). He said "that's the price of business." It felt like extortion in a way. Afterwards, it was found that it could have been repairable for around $800.
Regards,
****** *******Business Response
Date: 02/11/2025
Client called in to set up an appointment to get a quote for
a new system. Client stated their old system wasn’t working and they
wanted it replaced. They never stated anything about a service call or fixing
their system. We were not aware of what was wrong with the system because the
last time we worked on the client's system was 2/27/2020. We sent an estimate to
the client for a new system per the client's request. The estimate did include
the overtime labor rate for the project since it was proposed to be installed
after hours due to the client not having hot water or heat. The client agreed
to the terms and the cost of the project and signed the estimate.Initial Complaint
Date:05/18/2024
Type: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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
****** *********** 2024) to Isaac Heating & Cooling stating I did not authorize this charge (which they obviously ignored) and here we are with reoccurring charges from my account monthly.Business Response
Date: 05/29/2024
We apologize for any inconvenience this may have caused. The account information has been removed from our system as of 5/20/2024.Initial Complaint
Date:03/27/2024
Type: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.
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,
********* ****
heater was never hooked up to the vent pipe in the chimney by the installer from Isaac that put in his water heater that only lasted 5 years because it wasn't properly drafting to get the carbon monoxide to the chimney for proper ventilation. I was with the technician to witness what he was telling me. I asked him if this was a dangerous situation and he said it could have killed us. My wife and I are both upset about this whole ordeal and Isaac still refuses to contact us with an explanation. The didn't hesitate to bill me $575.00 which I had to pay the technician before he left. My wife and I are both working class retired people. You'd think the least Isaac would do is reimburse us money we paid the plumber and technician and pay us the remainder of the gift card they promised us. After all, the water heater only lasted 5 years because the last technician from Isaac didn't install the water heater properly which caused it to leak and could have jeopardized me and my wifes health.Business Response
Date: 04/01/2024
Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. A Manager will be reaching out to you to discuss the issue.Initial Complaint
Date:03/26/2024
Type: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 PAID 8OO..00 FOR GOLD SERVICE WHICH IS TO GIVE TWENTY FOUR HOUR SERVICE FOR EMERGENCY. ICALLED AT EIGHT IN THE MORNING WAS TOLD I WOULD HVE SERVICE BETWEEN TWELVE AND THREE .AFTER MANY CALLS I WAS TOLD A SERVICE TECH WAS ON THE WAY.TWENTY FOUR HOURS LATER THE TECH SHOULD UP.Business Response
Date: 04/01/2024
We apologize for any inconvenience. For clarification Gold Care customers are given priority, not guaranteed 24 hour service time. Service is provided ASAP.Initial Complaint
Date:03/25/2024
Type: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.
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.I had to drive to their location as they don’t return calls and you can only reach their call center, but it did get resolved.
Regards,
*** *******Business Response
Date: 04/01/2024
I apologize for the miscommunication, if you need further assistance please contact the manager you have been in communication with.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.