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:02/17/2025

  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 called my home warranty.Pivotal. They called shrek heating, because I told them that my humidifier wasn't working on my heating my first so the guy come out ******, and he said that my furnace was working perfect. I said, I know this. I called you about my humidifier. He said, well, since I'm here, I might as a dual maintenance on ya. He says you allowed that once a year. As that's true, so he did something I don't know. I was upstairs and the next ****** was blowing cold air. So I called him and he was right over here. I had a call pivotal to get another contract. They called shrek, and he was right out here. He said, well what I did it shouldn't do that. I said, I know this because well you gotta have a cooling system down. Okay, and that's what that was according to him, but before he left the first time he said, oh, you got a great furnace. This is an excellent furnace. It's only 7 years old. I said I know i'm very happy with it. Today he came out that Friday, checked it again. He goes well whatever II didn't do anything to make a do that. I don't know what it is. I said well well, you were the only one to touch this furnace. Next day is blown cold air now. I put my photos on 167 ends. The furnace is reading 74 in the house. It won't stop running, so my son turned the furnace off totally, and it's still running.

  

  Business Response

  Date: 02/17/2025

  Dear Mrs. ************** you for bringing your concerns to our attention. We understand how frustrating heating system issues can be, especially during colder months, and we appreciate the opportunity to address your experience.
  Our records indicate that we were dispatched by your home warranty provider, **********************, on Thursday, February 13, to assess a reported heating issue. Upon arrival, our technician confirmed that your furnace was fully operational and performed a tune-up to ensure everything was in optimal condition before leaving.
  The following day, Friday, February 14, we were contacted again regarding a concern that the furnace was blowing cold air. We returned promptly, and after a thorough inspection, our technician once again confirmed that the furnace was functioning properly. Before leaving, we demonstrated the system's operation, and you acknowledged that it was working correctly.
  Over the next couple of days, we received additional calls regarding the same concern. While we were fully prepared to return and assist, we were informed that you no longer wanted our service and intended to file a complaint. Despite multiple attempts to reach you and find a resolution, we were unable to establish further contact.
  We want to assure you that all work performed was in accordance with industry standards and that no issues were found during our visits that would have contributed to the concerns raised. If you are still experiencing difficulties with your system, we encourage you to follow up with your home warranty provider to determine the next steps for troubleshooting or service.
  At Shrek Heating and Air, our priority is to provide quality service and customer satisfaction. Should you wish to discuss this matter further, we remain available to assist in any way we can.

  
  Sincerely,
  ***** ***********
  Shrek Heating and Air