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:12/30/2024

  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.

  On Sept 23th 2024, Pro heating and cooling came to my home to install a smart thermostat (Ecobee) and the associated power extender kit which I understood would be needed to work with the wiring in my condo. The wiring looked like the picture on the left when the appointment started. ********* showed up at 1:30pm. At 5:30 he called his supervisor/manager, ****** to help. It was clear they would not be able to get the new thermostat to work with my wiring. They stated a wire was missing, but never specific what kind of wire. They had trouble getting the old thermostat to work again and finally at 8:30pm were able to do so. They did not charge me for this visit and sent a follow up email with suggestion as to a smart thermostat that would work and a quote for running the missing wire if I wanted to do that.This condo is a second home, I left the next morning and did not return until a month later. At that time I looked at the wiring to determine if a different brand of thermostat would work. I noticed then that the wiring was significantly different then when they started, specifically concerning is there are fewer wires now. I took a picture (the image on the right - Oct. 20th) and just recently followed up with the company to ask about the additional missing wire. I am simply concerned that they lost a live wire in the wall, which could be a safety issue (for me and the entire building). They have not been willing to answer my questions. Additionally, they have been accusatory, claiming someone else did that work, which is simply not true. It is very easy for me to document that no other service provider has been to the house and interfered with the wiring. They are also now claiming there were always two wires missing.I need to know if there is a safety concern. I have definitely lost confidence in this company's technical expertise and ability, but they should take enough accountability to be transparent about what happened and work towards a resolution.

  

  Business Response

  Date: 01/09/2025

  Thank you for bringing this matter to our attention. At Pro Heating and Cooling, we take all customer concerns seriously and aim to provide thorough and professional service.
  
  On September 23, 2024, our technician ********* visited the customer's property to install a smart thermostat (Ecobee) and the associated power extender kit. During the appointment, it was determined that the existing wiring configuration was missing the necessary wires to support the thermostat's functionality. Despite extensive troubleshooting and consultation with a supervisor, we were unable to install the new thermostat and subsequently restored the original one. We did not charge the customer for this visit and provided recommendations for alternative solutions, including a smart thermostat compatible with the existing wiring or the option to run additional wiring.
  
  Following the customer's later observation of changes in the wiring, we investigated the matter further. Our technician, Ambrosio, provided a detailed explanation, clarifying that the red "R" and "Rc" wires were combined into one thinner wire (a standard practice to accommodate the system's requirements). This was explained during the follow-up, and the customer expressed appreciation for the clarification.
  We are confident that our work did not compromise the system's safety or functionality. However, we regret any inconvenience or frustration the customer experienced due to a delay in communication. Transparency and accountability are core values of our company, and we have taken steps to ensure timely and clear communication with all customers moving forward.
  
  We consider this matter resolved following the customer's acknowledgment of Ambrosio's explanation and their expressed satisfaction. If any further concerns arise, we remain committed to addressing them promptly.
  Thank you,
  Pro Heating and Cooling

  Customer Answer

  Date: 01/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, improvement by the company to the way customer questions are handled, is satisfactory to me, and I appreciate that my question was finally answered. If the answer had simply been provided by email, when I originally asked, it would have save both parties significant time, effort and frustration. I am pleased at how the company responded after I escalated to the BBB, and even more happy to hear they have reflected on some of their processes for handling customer questions, and will hopefully be able to avoid such situations in the future. 

  Sincerely,
  
  ******** ********

  Customer Answer

  Date: 01/14/2025

  The company has resolved the issue to my satisfaction and provided an explanation as to why the wires were different.

• Initial Complaint

  Date:08/16/2024

  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.

  On 08/9 or 10th 2024 we had an **** leak. I found out when I went into the hall and it was "raining" in there. I called 911 Restore and turned off my AC. 911 Restore came and did a dry out. I then called 2 companies who came out and told me the **** was installed improperly. Even though **************** the builder who hired Pro Heating told me this was no longer under warranty, I told them it was not a warranty issue. It was an improper install issue, which according to the **** I spoke with is a totally different issue. I now have another company coming out to fix the improper install, and will charge me over $1000. I think this should be done properly or paid for by Pro Heating. I also think they need to pay for the damage that this problem has caused. Instead they sent some guy out and are refusing to take the blame.

  

  Business Response

  Date: 08/19/2024

  Dear Customer,
  Thank you for bringing this matter to our attention. We take all customer concerns seriously and appreciate the opportunity to provide our perspective on the situation.
  After reviewing the details of the complaint, we would like to provide the following information:
  
  1). Warranty Coverage: The **** unit in question was installed in 2020. As per our standard terms, the unit was covered under a 1-year warranty, which has since expired. Any issues arising after this period fall well outside the scope of our warranty.
  
  2). Third-Party Involvement: It appears that the customer engaged one or more **** companies to work on the system prior to contacting us. This action, unfortunately, invalidates any remaining warranty, as our warranty terms do not cover work performed by third parties.
  
  3). Cause of the Issue: Upon our inspection, it was determined that the leak was due to a lack of maintenance, specifically a clogged drain line. This type of maintenance-related issue is not covered under our warranty.
  

  Our company is committed to delivering quality installations, and we regret that the customer feels dissatisfied. However, based on the information at hand, we believe the issues reported are maintenance-related and occurred outside of the warranty period. Therefore, Pro Heating and cooling Inc. Is not liable for the costs associated with the repairs or any resulting damages.
  Please let us know if you require any further details or clarification. We are committed to resolving this matter in a fair and timely manner.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22154901
  
  I am rejecting this response because: This is not a warranty issue. This is an improper install issue. The reason the leaking was not noticed is that the water was not going into the drip pan as it should. It was leaking into my insulation. The insulation all had to be torn out and taken to the trash as it was soaking wet.
  
  Sincerely,
  
  *********************