Complaints

This profile includes complaints for Woodward Heating's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Woodward Heating

  552 Main St Aumsville, OR 97325-9005

• 

  Woodward Heating

  5490 Commercial St SE Salem, OR 97306-1120

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:05/21/2025

  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.

  We had an issue with their service, the owner said he would have someone come out to fix it, they then continue to say that we changed our fireplace, when we only disassembled for the pictures they (the owner of the company) asked for.

  Business Response

  Date: 05/21/2025

  This customer scheduled us out on 1/28/25 because their fireplace wasn't working. Upon arrival he learned the customer had been removing the glass from their fireplace to light it with a lighter because it wouldn't light. He performed his diagnostic and recommended a new pilot assembly.  

  On 4/29/25 the customer called in again saying we broke their fireplace because it caught fire and sooted up. This isn't the case because we hadn't performed any work outside of testing the pilot and ignition system. The log assembly is installed wrong, and they have continued to remove the glass to light the fireplace. After they reinstalled the glass it didn't seal properly and this is what caused the sooting issue. There was no actual flame. They're very lucky sooting was the only issue and no one was poised by carbon monoxide. 

  On 5/19/25 we sent a tech back out to look at the situation. The wife became very upset and spoke poorly to our technician. At this point he said he was going to step out and call his service manager. He said the door was locked behind him, therefor he decided to leave because of how upset she was.

  I personally spoke to the husband on 5/20/25. He cut me off and wouldn't allow me to speak a full sentence the entire conversation. At the very end I asked him how can I help and what did he want from us. I told him we could return to clean the fireplace and make the repairs, but he just wanted me to know the situation and understand his concerns. At this point, I am not comfortable sending a technician to their home because of how they've been using their fireplace and willingness to blame us for how they're using it.

  The husband said he was going to send me footage from the Ring camera to my cell phone and email, but I have not received that footage at this time. 

• Initial Complaint

  Date:05/05/2025

  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 had recently purchased a manufactured home and first contacted Woodward Heating in July of 2024. I scheduled regular maintenance with them in 2024 and 2025. I have the warranty on the unit from the prior owner (which Woodward had installed in 2019). It has a parts and compressor warranty for 10 years. I began receiving very high PGE bills and called them again in April to get the unit checked out. They sent a technician who checked the unit (which assistance from the distributor (see the note below) and I was sent an estimate. I signed this and they replaced a part ("Outdoor TXV") for $1714.46 (04-25-2025). Neither the bill or the estimate included how much was for the part and how much was for labor. I repeatedly asked and was referred to the technician who did not know. They refused to honor my warranty. The manager stated (through the technician) that the warranty was only for the prior owner not for the unit itself. The manager did not return my phone calls. This did not fix the unit. The technician was sent out again. Throughout this all-day experience, the technician was required to get information from an IT technician at the distributors (************************* in *****) in order to know which test to do next. This data was sent to that IT tech for diagnostics. The Woodward technician noted that the IT technicians at the distributor hold proprietary information on these units and the manufacturer will only release this information to the IT technicians when it is necessary to fix a unit. Their findings (i.e., the IT tech at ********* Supply) showed that more parts were required to be replaced. The Woodward technician stated that this may not fix the problem. I was sent another estimate, again without specifics as to parts versus labor. While I signed the estimate via e-mail, I called to ask about this and was sent a VM the next day stating that it was mostly all for parts. At this point, I wrote an e-mail to cancel the estimate.

  Business Response

  Date: 05/06/2025

  Hi *******,

  I'm truly sorry to hear that your heat pump system has failed I understand how frustrating and unexpected that must be.

  Yes, our company did install the system for the previous homeowner back in 2019. At that time, the equipment included a 5-year parts warranty, which was extended to 10 years after we completed the product registration. However, its important to clarify that the 10-year warranty is only valid for the original purchaser unless it is officially transferred to a new owner by paying a transfer fee to ************************
  In 2024, you did speak with our service manager about this transfer. At that time, you declined to proceed with the warranty transfer due to the associated fee. This unfortunately means that the extended warranty is no longer valid under your ownership.
  
  Additionally, as was explained, *********************** advised that the *** valve must be replaced in order to proceed with further diagnostics. We understand this is a difficult situation, and we genuinely wish there were more we could do. However, we must adhere to the manufacturers guidelines and warranty terms in these matters.
  
  Please let us if you have any other questions. We're here to support you however we can.

  Customer Answer

  Date: 05/14/2025

   

  The case is still not resolved, although I have heard from Woodward Heating a number of times.   I do not remember being asked to "buy" an extended warranty for the product from anyone.  I have contacted the company (*******) and they state that their warranty on the product goes with the address not with the homeowner and that my warranty is good until 2029 on this product.  

   

  Woodward sent me e-mails on 04/30, 05/03 and 05/07.  They offered a new heat pump (for $10,222.00).  Obviously, this is not a good resolution to this problem.  

   

  I have another company who will be doing the necessary work.  They will be working with ******* on my behalf to see that the warranty is applied.  It is interesting that Woodward told me that the warranty reverts to 5 years when the product is transferred to a new owner, but the company told me otherwise.  

   

  As a resolution, I would like to see them (Woodward) work with ******* to get back my money for the part they installed in an attempt to fix it the first time (which didn't work).   It is interesting that their estimates did not differentiate between labor and parts, and they refused to elaborate when I asked.  Maybe this is why.  

  Business Response

  Date: 05/22/2025

  I just spoke with the person that processes the ******* warranty claims. They once again have confirmed the warranty does not go with the address, it's to the original purchaser. My service manager wasn't asking for ******* to purchase an extended warranty. He asked if she wanted to transfer the 10 year parts warranty for $100 fee. 

  We are not a time and material company. We work off of a flat rate national data base of repairs. 

   

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23274878
  
  I am rejecting this response because: They did not make such an offer.  Indeed, ******* (the holder of the warranty) agreed that the warranty went with the address not the current resident.  They (*******) politely refused to change the name on the warranty stating that it didnt matter.  Thus, they agreed that the warranty is valid.  
  The company Im now working with checked out the system, ordered the necessary parts and installed them.  The total price for all of this was less than 1/2 of what I had already paid to Woodward.  Yet, Woodward was trying to charge me again to replace yet another part for a considerable sum (see the prior estimate from them).  They noted that even this might not fix the problem.

  Additionally, this system had a problem soon after it was installed.  I have a note on the paperwork from the prior owner stating no heat and indicating that she had called them (Woodward) to fix it.  I conjecture that it might not have been installed properly to begin with.
  
  Sincerely,

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

• Initial Complaint

  Date:01/29/2024

  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.

  Woodward Heating installed a furnace/AC system on June 28, 2023 at my home in ***********. i have no complaint about the quality of the system installed or the work completed by the installers. However, when I agreed to purchase the unit the salesman, as part of his sales presentation, told me that i qualified for and would be receiving a $250-260.00 rebate from the ********************** within a few weeks after the unit was installed. That was 7 months ago and to date, I have not received any rebate. I contacted Woodward Heating about the rebate issue, both by phone and once in person. The first contact I was told that it was still coming; the second contact they said they would reach out to the ********************** and get back to me. No one called me back from Woodward Heating. In addition, i also sent a letter directly to the ********************** on December 5 of last year. So far, they have not responded. Although the rebate in question may not seem like much money, it is my contention that it should not be included as part of a sales presentation and that at least the company could communicate with me concerning the lack of a rebate and the circumstances involved. At this point, I would probably not recommend or use Woodward heating in the future.

  Business Response

  Date: 01/31/2024

  Our office should be in contact with the customer anytime if they haven't already. The incentive was submitted to the **********************, but there have been issues with their payouts going out in a timely manner. We apologize for the inconvenience, but please understand we are at their mercy. Hopefully they can resolve the matter very soon.