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:11/21/2024

  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.

  We were grossly overcharged by Home Heating & Cooling to replace a control board on a Trane XL80 furnace. Separate **********s from Home Heating came to our home on Nov 1st and Nov 4th 2024 and both diagnosed the problem as a defective control board that would need to be replaced (sold in kit w/ igniter and wire harness). The first ********** quoted a price of $1300. The 2nd ********** quoted a price of $2350 and stated that the first ********** was incorrect with his price despite basing his price on a discussion directly with Trane before he left our home. Assuming that the job must be very labor intensive, I trusted that the ********** was giving me a fair price and I paid upfront the $2350 to complete the job.When I saw how simple the job was to complete. essentially just swapping out a circuit board and igniter in a total time of 1.5 hrs, I began to wonder if the original **********s quote was actually correct and perhaps a mistake had been made. The price just seemed outrageous given the nature of the job. I talked directly with Trane and I called a competing vendor to see what they would charge for the job. ***** agreed that the price was way too high and the competing vendor quoted me a price of $977.50, which I have in writing. When I asked this vendor (who did not know that the job was already completed), so if somebody was to quote me $2350 for this job he started laughing and said, Oh, ***** I texted the company that there must have been a mistake in the pricing. I got a response from Ric, someone I presumed to be the owner of the company. He tried to justify the price by mentioning labor to diagnose (already paid for with the initial service call fee of $107), part acquisition, labor to install, labor to verify safe operation, and warranty. But the competing vendor took all of these things into consideration when quoting the total job price at $977.50 . a charge more than $1300 less than the charge at Home Heating.

  

  Business Response

  Date: 11/22/2024

  
  
  Hi ***,

  Our price is good. In the end you didnt get the experience that supported the value of what you paid and I am sorry for that. We are always working on that and the journey never ends. The cost of business continues to rise month by month. .we track these costs and need to charge to cover cost which includes training and technical equipment others in our industry do not have. 

  You mentioned another local company and their prices. You can let us know if you want a discount/refund and we will do that specific amount.

   

  Sincerely,

  *** *****

  Home Heating & Cooling

  my cell is ************

  Customer Answer

  Date: 11/22/2024

   
  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.
  
  Sincerely,
  
  ****** *****