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:10/21/2024

  Type:Product 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 am requesting a review of my billing statements, a copy of the contract I paid for, and a refund. On May 21, 2024 a WF Hann technician "sold" me on a service contract saying I would save money. But I have been requesting a copy of the service contract which I paid $210.00 on 5/21/24. I told the technician when it was purchased that I would like a copy of the contract, and he said WF Hann will mail me one. They never did. Since May, I have called and emailed requesting this information in writing via emails. Then in July my AC was not working and I was billed double in July 2024 for the same service (178.00 + $178.00). But I should not have been billed regardless because I purchased a service contract for both my AC and furnace previously in May 2024. The last communication was from Selena Tripp in August 2024 and all the receipt says is "Residential Contract Sold". I have been very specific in requesting a copy of the terms and conditions of this "residential contract". I have a right to know what is covered, as I believe I have been overbilled. In addition, a technician was suppose to service my furnace as a part of this "service contract" and he never showed up during the 4 hour window on Sept. 16th. Then the tech called and said someone from the office would call to reschedule and they never did. Based on my experience, and other reviews on here and Google reviews, I feel as though this company practices predatory billing and sold me a contract which was never going to be fulfilled. I will contact the Ohio Attorney General's office if this is not resolved, as well as if necessary hire an attorney for consumer fraud, It is my understanding that any contractor / company is subject to Ohio laws and that I should have been provided with the contract in writing and the option to cancel such a contract within 3 days.

  

  Business Response

  Date: 10/23/2024

  Dear *** ***** ****,

  I am sorry to hear that you are dissatisfied with our service and communication.  I believe I need to clarify the following:

  - On 5/21/24 you called for service regarding issues with you AC.  Our technician came out to you home and looked over you system and found no issue but advised to call if it happens again.  Our diagnostic fee was $109.00, as a courtesy you were charged $50.00.  You then purchased a comfort contract for $210.00.  There were no notes in our system from the technician that you wanted a copy of the contract.  I apologize for the lack of communication.  I did have my Contract Administator reach out to you on 10/22/24.  She left you a message to call her.

  - On 7/23/24 we did your preventive maintenance for your AC.  At that time our technician needed to replace your capacitor.  Because you have a contract you received a 10% discount.  You paid with check #371 dated 7/23/24.  We do not show a double payment for this service.  Please provide any documentation so we can further look into.

  - In August you stated you spoke with our CSR requesting copy of our contract.  THis information was not sent to our Contract Administrator, which I do apologize for this inconvenience.  We are happy to go over the terms and also send you a copy.  We have been in business over 117 years and value our customers.  We will reach out to you again and provide you more information if necessary.

  Thank you,

  Karen D******

   

  Customer Answer

  Date: 10/24/2024

  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.

  Regardless if this business is claiming they have been in business for 117 years, they are ignoring the law which protects consumers against such practices -  to their financial benefit.   Had WF Hann acted in an ethical manner and provided me with a copy of the written contract and a three day right to cancel, I wouldn't be writing this complaint.   As noted, they also failed to show up as a part of that contract !

  Per my complaint, I am now requesting a refund under HSSA - Ohio state law - below of which is a summary:

  The Ohio Home Solicitation Sales Act (HSSA) is a law that protects consumers from high-pressure sales tactics during in-home solicitations. The HSSA is part of the Ohio Consumer Sales Practices Act (CSPA).   The HSSA states:   
  
  WRITTEN AGREEMENT
  The sale must be documented in a written agreement that includes the seller's name and address, as well as the terms of the sale. 
  
  NOTICE OF THE RIGHT TO CANCEL
  The seller must provide a written notice to the buyer that informs them of their right to cancel the sale without penalty. The notice must be provided when the contract is signed and states that the buyer has until midnight of the third business day after signing to cancel. 
  
  SELLER'S OBLIGATIONS
  If a buyer cancels a sale, the seller must: 
  
  REFUND PAYMENTS and return traded-in goods within ten business days 
  
  Cancel and return notes and other evidence of indebtedness 
  
  Notify the buyer if they intend to repossess or abandon goods 
  
  The HSSA applies to sales of consumer goods or services for personal, family, or household use, including home remodeling contracts.

  I never received a written contract.   I never received a three day cancellation period.  The HSSA specifically states that no contract is binding until a three day notice is properly provided.   WF Hann acknowledges I never received a written contract, therefore I never received an opportunity to cancel.   

  I provided NOTICE via my complaint on the BBB - and WF Hann has not refunded my money and is feigning ignorance of the law.   There are more details to this law including that any violations of the law are considered a deceptive act.   WF Hann is engaging in deceptive sales tactics and overcharges customers such as myself.   

  I am giving WF Hann an opportunity to refund my money.   Otherwise, per Ohio Revised Code 1345.28, I am entitled to pursue treble damages and reasonable attorney's fee under the CSPA.

  
  Regards,
  
  **** ****
  
  
  
  
   

  Customer Answer

  Date: 10/25/2024

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has notified the BBB that the business has offered her a refund along with a complementary service. She's satisfied with this offer and considers the matter resolved.