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Business Profile

Heat Pumps

The Heat Pump Store

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heat Pumps.

Complaints

This profile includes complaints for The Heat Pump Store's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Heat Pump Store has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:02/28/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Heat pump was payed for and installed. It has never been able to maintain a temperature. Often off by 20 degrees or more from the set point. More than 10 un returned phone calls. Finally got through and they sent a technician out and said I just need to set the thermostat according to my comfort not according to a temperature. Need a replacement unit or repaired to hold a decent temperature.

      Business Response

      Date: 03/19/2025

      Hi ***,

      We are so sorry that it has been frustrating to work with us on resolving your heat pump application issues.  I know that ***** has been working closely with you to resolve this situation.  Please believe me when I say that we want nothing more than for you to be happy with your heat pump's performance and with the response of our company to your concerns.  Thank you for allowing us to engage with you to find a resolution that works for everyone involved and please don't hesitate to reach out to me directly to discuss any additional concerns as we move forward.

      Sincerely,

      ***** **********, Owner ************** cell

      Customer Answer

      Date: 03/20/2025

       
      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,

      *** *****

    The Heat Pump Store is NOT a BBB Accredited Business.

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