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:07/05/2025

  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.

  I had Blind and Sons fix my bathroom sink and at that time talked to them about replacing the toilet. I approved work on both. On the day of service, they fixed the sink but the toilet they brought was broken so that portion would need to be rescheduled. Over the weekend, I turned the water on to the existing toilet, and it was fine. I called that following Monday to let Blind and Sons know that the existing toilet is fine and I would like to cancel the new toilet. They processed the amount for all the work combined sink repair and toilet replacement on June 18, 2025 for a total of $2,539.95 on my credit card. I have made several calls and on-line contact inquiries to obtain a refund for the toilet replacement portion of this charge. The response is that they can see all that to be true, there is a person that approves that and then accounting will refund it. I have been contacting them regularly for two weeks and nobody has been able to tell me when they will process the credit. I respectfully ask, can you help me?

  Customer Answer

  Date: 07/05/2025

  I would like to add, I can not say if my current toilet is ok or not.  I think it is ok.   And I do not want a new toilet installed,  But I wanted to let you know incase that matters for my refund.  

  

  Business Response

  Date: 07/07/2025

  I show in the system this refund was requested and approved back on 6/24. With the time of the month for the company and then the holiday it looks like things were held up a bit but the refund to the card was approved. Can this be removed after I respond this information to the customer? 

  

  Business Response

  Date: 07/07/2025

  We did look into this and the refund was submitted and approved on June 24th. You should see it back on the credit card within a few days. 

  Customer Answer

  Date: 07/07/2025

   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 checked my credit card information online and it shows a credit effective today in the pending section.  I trust it will process completely soon.

  I respectfully thank you for your kind help.  I thank the business for their attention to this.

   

• Initial Complaint

  Date:06/17/2025

  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.

  perform services.

  

  Business Response

  Date: 06/19/2025

  We have reached out to *** to see what the concerns are 

• Initial Complaint

  Date:06/04/2025

  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.

  On Friday, May 16th I paid in full for a water heater replacement that was under warranty. A few days later I cancelled the job before it was scheduled to be completed. When I contacted them to cancel the job I requested a refund for the check as they had already cashed it. I was told it would take 5 business days to receive. Over two weeks later and no check has been received. I have made multiple calls to their customer service and all have given me the run-around telling me they would look in to it and call me back. Not once have they called me back with more information. I also tried contacting their accounting department directly but they never pick up the phone.

  

  Business Response

  Date: 06/15/2025

  We are working with ******* to correct this issue. 

  Customer Answer

  Date: 06/16/2025

   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.

• Initial Complaint

  Date:04/25/2025

  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.

  In January 2025, I contacted Blind and Sons to request service for my furnace. At the time of the call, I stated to the customer service representative that I was moving soon and was trying to determine if the MVP program offered by the company would be beneficial, or if a standard service request would be best. I specifically asked if the MVP program had a required minimum time commitment to use the program (i.e. a 12-month commitment). I was told by the customer service representative that there was no commitment, and I could cancel at any time. I received a call the following day to confirm details on my service request from a different customer service representative and again specifically asked about a required minimum time commitment for the MVP program. Again, I was told that there was no commitment and that I could cancel at any time. The service on the furnace was completed and paid in full on February 4, 2025. On February 18, 2025, I requested a cancellation for the MVP program via the company's website. I was then contacted by the company stating that there was a 12-month commitment and I would have to the remaining subscription balance. I reminded them of the previous conversations and the specific questions and answers concerning the time commitment. I was told a manager would call me back, and as of April 25, 2025, I have never received a call, and my credit card continues to be charged a monthly charge. The company continues to ignore my communications without resolution.

  

  Business Response

  Date: 04/28/2025

  Sorry for any confusion that this might have caused. Yes, the plan can be canceled at any time however if any services have been done, we usually only refund the amount not used for the plan. You did sign up for the mvp plan and paid 16.50 for the first month and wanted to do the monthly charge of 16.50 for the 12 months, which is an option we offer. At the time of signing up for the plan with our technician the discounts had been applied to the work that was taking place at the home that day of 15%. With the amount of work that was needing done on the system you saved a total of 15% or just shy of 400.00. With that being said the plan is 198.00 you received discounts of almost 400.00 and have paid one month of the plan at 16.50. With signing up for the plan you agree to pay the plan total of 198.00 either upfront or monthly. If work is performed during that 12 months and you wish to cancel the difference for the plan is owed or we offered to transfer the existing maintenance plan to your new address. We are willing to transfer the remaining of the plan to the new home if the monthly payments would continue. However, it does look like the second payment was not received for the plan and therefor there is a balance of 16.50 due or 181.50 to pay off the plan. We offer the discounts at the time of signing up for the plan even if the customer is paying monthly in good faith that the total for the plan will be paid so you can take advantage of the discount of the very first visit. We appreciate your business and hope this better explains how the maintenance plan works, and the remaining balance owed. 

  Customer Answer

  Date: 04/29/2025

   I am rejecting this response because:
  
  
  Thank you for your response, but I don't accept your resolution. As I have explained in my complaint, as well as on the phone and in several emails, I spoke with two different Blind and Sons customer representatives prior to singing up for the MVP program and specifically asked if I could cancel the program at any time without penalty. Both representatives clearly stated that I could cancel the program at any time with no obligation for monthly payments, nor a cancellation penalty. Regardless of how the MVP program is intended to work, I based my decision on the answers I received to my clear questions prior to singing up for the program. It is not my responsibility to accept the consequences of an undertrained customer service staff that provides misinformation about the program.

  Please confirm that my credit card information has been removed for your systems and that no further charges will be processed.

  Thank you,

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

  

  Business Response

  Date: 04/29/2025

  Again, I do apologize for any confusion. I have attached the invoice you called in and requested of Feb 10th that was emailed to you with the information of the repair, your savings and the maintenance plan agreement. You signed up for the plan and paid 16.50 and received over 400.00 in savings because of the plan. Unfortunately, there is a remaining balance due on the account because of the savings that was provided on the repairs that day. 

  Customer Answer

  Date: 04/30/2025

   I am rejecting this response because:
  
  
  You are not authorized to charge my credit card for any further amounts. I have received and paid for all services provided in accordance with the information that was provided at the time of the service.

  Thank you,

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

• Initial Complaint

  Date:07/04/2024

  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.

  It's been 5 years since I purchased a Lennox central air conditioner for my home. It was approximately $4800. My dilemma is it's not working and I found out that Blind and Sons never registered the unit! When I called them they had the nerve to tell me I should have been getting it maintenance twice a year by them!!! They never provided those instructions when they sold me this faulty unit. I've had it serviced by Harding Heating and Air several times. This last time I was informed that I need a coil to the tune of $2000!! Not including labor. I can't afford that and Blind and Sons wants to charge me $150 to come for a diagnostic test. I want them to fix the problem because had they registered the unit parts would have been covered for 10 years. Please help.

  

  Business Response

  Date: 07/08/2024

  We had a technician out to the home on May 25th for the unit not cooling. Our technician ran the diagnostic and noted that the filter and condensing coil was completely clogged, and the system was running low on refrigerant. Our technician provided cleaning recommendations to the unit and the customer refused all recommendations. The technician needed to have the system cleaned properly since it had been neglected to even start any further recommendations with the unit. Our equipment is always registered with Lennox and the warranty the customer is talking about is a 10 yr parts and labor warranty that Blind provides to the customer. The unit cannot be covered under warranty when there has not been proper maintenance done on the system. Our warranty requires that there is maintenance performed on the unit yearly by us to uphold any warranty. We do not show maintenance being performed but even if there were the recommendations that were given by the technician are maintenance to the unit and maintenance is not covered under warranty. The recommendations our technician provided are absolutely needed and were chargeable. We have attached photos of the equipment that show the cleanings were necessary. 

• Initial Complaint

  Date:10/23/2023

  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.

  Scheduled an appointment for furnace tune up on Sept 21. Did not actually get a tech out to me until October 20th. I was told that their promotions are not guaranteed, lol. The service "technician" did very little, if anything, to tune up my HVAC units. He did not check refrigerant or grease/lubricate moving parts on the AC unit. In his words, all he did was clean the unit out which I can do.. As far as the furnace, all he did was attempt to diagnose problems with a perfectly functioning unit in order to sell me something. He did not even change the filter! All services that were promised in their advertisement were not performed, but guess what? They still charged the full price! I got a real service tech to look at it afterwards and they couldn't even tell it was serviced the day prior. Including the filthy filter. Service not rendered.

  

  Business Response

  Date: 10/24/2023

  *** ****** was corresponding with the call representative via email, in regard to his appointment scheduled for Sept. 21st the email stating that date to the representative was overlooked and then scheduled again for Oct 20th. We had a promotion going for BOGO equipment inspections. With that the customer would pay $69.00 and have both furnace and air-conditioning inspected. The full price for this is usually $129.00 per piece of equipment. Our technician arrived at the home and began to inspect the equipment and did note several recommendations for repairs but due to the age of the equipment and the condition of it recommended to the customer getting a free estimate for replacement. Our technician also provides pictures to the customer of a crack on the 2004 heat exchanger. Our technician was at the home for over 2 hrs going over both systems and giving the customer all his recommendations for the equipment. As stated to ** ****** our technician did what he was there to do so there will not be a refund of the $69.00. I have attached photos that our technician provided for the customer at the time of the visit. 

  Customer Answer

  Date: 10/24/2023

   I am rejecting this response because: It's a typical response from a shady business that won't stand by their work. Snake in the grass.  1.  The "technician" did not perform the task they were paid to accomplish. He spent most of the time in his van doing who knows what and the remaining time taking pictures of things that he thought he could sell to me.  2. No one cares about what the "price usually is". The advertised rate for the service call was $69.  I did not receive any tune up for either unit.  They sent a salesman, not a HVAC technician.  Furnace care 101. Change the filter.  No filter changed, lol.  AC care 101, check the refrigerant.  Not done. 3. It took 1 month for them to accomplish an appointment!  This company charges you $69 to send a salesman over in attempt to scare you to buy more stuff from them.  NEVER use this company!  I will also be starting a dispute with my credit card company under service not rendered as described.  If I do not receive a full refund, it will be my main focus to make sure everyone knows how terrible this company is to work with. They have no idea how to schedule.  No idea what customer satisfaction is. No idea how to service an HVAC system.  All they do is try to sell you stuff you don't need.  
  
  
  
  

  Customer Answer

  Date: 10/24/2023

   I am rejecting this response because: It's a typical response from a shady business that won't stand by their work. Snake in the grass.  1.  The "technician" did not perform the task they were paid to accomplish. He spent most of the time in his van doing who knows what and the remaining time taking pictures of things that he thought he could sell to me.  2. No one cares about what the "price usually is". The advertised rate for the service call was $69.  I did not receive any tune up for either unit.  They sent a salesman, not a HVAC technician.  Furnace care 101. Change the filter.  No filter changed, lol.  AC care 101, check the refrigerant.  Not done. 3. It took 1 month for them to accomplish an appointment!  This company charges you $69 to send a salesman over in attempt to scare you to buy more stuff from them.  NEVER use this company!  I will also be starting a dispute with my credit card company under service not rendered as described.  If I do not receive a full refund, it will be my main focus to make sure everyone knows how terrible this company is to work with. They have no idea how to schedule.  No idea what customer satisfaction is. No idea how to service an HVAC system.  All they do is try to sell you stuff you don't need.  
  
  
  
  

  

  Business Response

  Date: 10/26/2023

  The technician looked over both units and gave recommendations based on what he saw. He offered a free estimate to have new equipment quoted based on the condition of the equipment and the age. The 69.00 charge was approved and signed by the customer. The charge will not be refunded. 

  Customer Answer

  Date: 10/26/2023

   I am rejecting this response because: No one asked for a "technicians" / salesman's recommendation. I asked and paid for an AC and Furnace tune-up.  Service not received.  Nothing was approved by me.  I know how to handle predatory and fraudulent business practices. Enjoy the honest negative publicity.  My credit card has my back.     
  
  
  

• Initial Complaint

  Date:04/28/2023

  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.

  Plumbing work done on April 20, 2023. Have been calling them starting on April 21. Total cost of job was $1,802.00. They repaired under sink leaking and installed a pressure relief valve on my main water line for which they charged 334.00 for the part. They said I needed it because I was out of code. When they did this my pressure changed so I called and they came out and said pressure was fine. I then called the Stow Water Dept. because they were flushing hydrants and thought that might be the change in pressure. They came out and checked the pressure. They told me the city gives these valves for free. This free item cost me 334.00 with Blind & Sons. Plus they sold me a service program for 198.00. I wanted them to take back their pressure valve and cancel my service contract. A customer service person said they would not refund any of my money. Including the service contract. I am 86 years old and he talked so fast and said I was out of code which scared me so I said okay. Water Department told me that was not true and that it was only for new construction. My son came over today and checked the itemized bill and when he researched the items I was charged for they charged over ten times the actual cost of each repair item they used. Now, that they won't get back to me to resolve this issue I am turning to you for help. I don't know what else to do. I am so upset with myself for letting me be taken advantage of. I hope this explanation is not too confusing. I want them to refund the cost of the pressure valve and remove it and refund my service contract. I know I will be stuck with be balance of the charges. I paid by check and it has cleared. I thought if I stopped payment they would get back to me but that was too late.

  

  Business Response

  Date: 05/01/2023

  Ms. ********** has been in contact with several people in the office along with the plumbing manager. We were not aware that the city provided this part to the homeowner at no charge and we did verify that with them. The manager spoke with the customer on Friday and we are refunding the customer the amount for the part that city was giving her and also refunding her for the maintenance plan. 

• Initial Complaint

  Date:04/15/2023

  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.

  On Friday April 7, 2023 service was performed at my residence on my A/C system. Of the three repairs done, one was found to be performed incorrectly. An upgrade air filter was sold for my existing Aprilaire 2200 filter system. Upon examination after service, it was found to have incorrect parts not proper for my unit, and an improper screw installed in the mounting rail to try to make the incorrect bracket 'work'. I purchased a proper upgrade unit myself to verify the problem, and the correct product installed properly with no issues. I contacted Blind & Sons to return the improper equipment and refund the amount paid. They refused. After several calls, their customer contact told me that a supervisor agreed to refund my money if the parts were returned to their office (11 miles away). Since I work longer hours then they are open during the week, she told me they would be at the office from 8-2 on Saturday and could return them at that time. When I arrived at 9:45 Saturday morning, the building was locked and vacant. I called the customer service number and it was unanswered.

  Customer Answer

  Date: 04/19/2023

  [BBB transcription via email]

  
  This is to notify you that the issue with Blind & Sons has been resolved. My refund has been received and the matter is closed.
  
  Thank You.
  
  **** ******
  

  
  

• Initial Complaint

  Date:11/21/2022

  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.

  New HVAC Unit and electrical system replaced July 2020 in our home; a switch on the side of the unit they installed not covered and went out November 2022 (during the coldest night 19 degrees) after hours; costing me additional $$ to replace said switch and service call/labor. Not understanding how a new???? unit can go out within 2 years. I need a resolution to this such as a free replacement unit and/or refund for this service after waiting almost 12 hours for their after hours service to come the next day in the afternoon and tell me the part on their unit isn't covered and I need to pay more money.

  

  Business Response

  Date: 11/21/2022

  We did receive a call from the customer after hours and our after hours technician did reach out to the customer to let them know he was already out running calls and would not be able to run any additional calls last night. We were aware of the no heat situation in the office and did place them on the schedule Monday and ran the call, even though at this time we were only taking our mvp customers that had no heat due to the amount of calls we had. When ************** arrived he found that the power switch from the electrical panel had failed. This is not a part that would be covered under the warranty. The warranty covers major components of the system located inside the box of the unit. We gave the customer the upfront price to make the repair of ****** which included our service diagnostic charge and the repair cost and at the time the customer approved the repair. There was no additional after hours fees charged that is mentioned by the customer. ************** did what he could to help the customer as soon as possible and there will not be a refund or replacement for the service that was done. 

• Initial Complaint

  Date:10/18/2022

  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.

  I have had an MVP agreement with Blind and Sons to provide annual maintenance for my furnace and air conditioner at ***** ****** ***** ***** ** ********** ** since 06/27/2019.. This contract was for an annual fee of $198, paid in monthly installments of $16.50. i sold this home in August 2022 and cancelled the plan on 08/10/2022. I had the a/c serviced on 05/03/2022 but did not have the furnace serviced. Their Language on cancellation: “You may cancel this agreement at any time for a full refund of unused dues.” When i did not receive a refund, I contacted them twice. They said they would only refund one month because I paid monthly. I want a refund going back to May 2022. I have been a loyal customer for 28 years.

  

  Business Response

  Date: 10/25/2022

  Your plan was paid monthly so once you cancelled the withdraws stopped. We did refund the August payment to you once you spoke to the accounting department. We apologize for any inconvenience. 

  Customer Answer

  Date: 10/25/2022

   I am rejecting this response because:
  
  
  I have received no refund, not even the one month they claim.

  

  Business Response

  Date: 10/31/2022

  Please check your account. We did send that refund through. Thank you 

  Customer Answer

  Date: 10/31/2022

   I am rejecting this response because:
  
  
  Blind did refund one month’s payment finally on October 24. But I contend that nowhere in the contract language does it state that if you pay monthly then you are only entitled to one month’s refund. I want the refund to include all payments made since May 2022.