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:11/01/2024

  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.

  I made an appointment in September for an October 16 furnace maintenance check. They texted me on Oct 2 to tell me they had to reschedule for October 25. On Oct 10 I called and explained that water was dripping into the furnace chimney every time it rained and I didnt want to turn it on until it had been inspected. My 86 year old Mom had no heat. They said just tell the technician when he gets to house. On Oct 24 in the afternoon they texted and cancelled again, they rescheduled for Nov 1. On Oct 31 I called to confirm the appointment and was told yes we will be there between 1 -4 pm. Nov 1 at 1:42 they called and said the filter they ordered hasnt come in yet and they had to reschedule for the 4th time! Seeing how my original appointment was for Oct ********************************************************************* September? They had no answer for that. I called back 1 hr later to cancel 4th appointment ( I found a different company) Receptionist didnt even act like we just talked and didnt even apologise for anything. I told her how disappointed I was in the company after so many years of loyalty I had to them.

  

  Business Response

  Date: 11/05/2024

  Dear *****,
  
  Thank you for taking the time to share your experience with us. We sincerely apologize for the series of scheduling issues you encountered and the frustration this caused, especially given the urgency of the furnace situation for your home and the need to ensure warmth for your elderly mother.
  
  Its clear that our repeated rescheduling and failure to secure the necessary part for your furnace maintenance fell far short of the standards we strive to uphold. We understand how critical it was to resolve the issue promptly, and we regret the inconvenience and discomfort this delay created for you and your mother.
  
  In situations like yours, we aim to coordinate part orders and technician schedules as efficiently as possible. Its apparent that we failed to do so here, and we recognize the disappointment this must have caused, particularly as a loyal customer who had trusted us with your service needs for many years. We are also sorry for the response you received when you decided to cancel. Your loyalty deserves to be met with understanding and respect, and we apologize that our handling did not reflect this.
  
  Please know that your feedback has been shared with our management team to review where improvements can be made to prevent similar issues in the future. Should you consider giving us another chance in the future, we would be honored to serve you with the quality and attention you deserve.
  
  Thank you again for sharing your concerns. We deeply regret that we could not meet your expectations and wish you the very best with your new service provider.
  
  Warm regards,
  **** ****
  Hudson Heating Company