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:02/28/2025

  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.

  On December 18th, when your electrician came to provide an estimate, I was charged the full amount for the job upfront($750), which I believe was not appropriate. Before the work began on the 30th, I provided a $100 coupon and asked if it could be honored. Your electrician contacted the office and confirmed that the coupon would be applied. However, it has not been honored, and despite my attempts to follow up via phone and email, I have not received a response.When I spoke with a member of your office staff on February 5th, I was informed that the person responsible for processing my refund was in the hospital and that I would receive the refund within a week. Unfortunately, I have yet to receive any reimbursement. I'm still owed $100.

  

  Business Response

  Date: 04/10/2025

  
  
  Im attaching a second invoice for additional work we did for Ms. ************** You will see a $100 refunded on her credit card.  I hope this clears up this matter.  Let me know if you have any questions.
  
  
  Thanks,
  ****
  
  

  
  

• Initial Complaint

  Date:02/21/2025

  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.

  2/21/2025 Service agreed to was to fix furnace, replacing 3 parts. Once job was done and bill was paid an itemized bill was sent to us (Husband and I) that showed being billed for a 1 year monthly subscription. We were not allotted the opportunity to view itemized receipt, or terms of any membership agreement before signing. Only verbally told total cost and shown a signature screen. Upon calling business to get charge and membership removed because it was not explained or properly disclosed the terms of signing, it was also discovered that appointments were also audio recorded. This was not disclosed to us at time of service, nor was it accurately disclosed before appointment. Upon asking to have monthly membership that was signed up for to be removed since it was not disclosed that we were signing up for it nor the cost of it (monthly or for the full year) we were told that even cancelling we would have to pay. We want the membership cancelled and no further costs associated with membership billed because of the concealment of the terms and charges of the membership.

  Customer Answer

  Date: 03/13/2025

  The business has reached out and resolved the issue. Thank you for taking the time to assist, I do think it helped in the resolution.
  -***** ******
  

  
  

• Initial Complaint

  Date:09/19/2024

  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.

  My husband and I entered a contractual agreement to pay $14,000 to have our furnace and air conditioning unit replaced in our home due to age of the units. Prior to install both our ac and furnace units were functioning properly. On August 13th 2024 the furnace and ac units were installed by two members of the *** install team. Upon completion it was reported to us that the furnace unit had a faulty circuit board out of the box and would need replacing at a later date, when one could be ordered. Until that time we would be without ac, which coincided with a local heat wave with 90+ temperatures for the next week. On August 16th another member of the *** install team came to our home to swap out the computer board. The ac/furnace appeared to function at this time. Approximately 6 hours later the units failed. We contacted *** again to report the problem. On August 17th another Sky installer came to our home and noted an install error, the ductwork under the house had been kinked, causing coolant to back up and shut down the furnace. Things appeared to be in working order at this time and a $300 no hassle offer was applied to our $14,000+ bill. On September 4th our ac/furnace unit failed for a 3rd time. *** was contacted again. On September 5th another *** member came out and discovered another install error, a welding mistake that was causing another leak/blockage. After 3 errors, 2 of which were directly caused by ***, we requested an extended warranty, beyond the 1 year that was included in our purchase, be applied to be certain that our investment would not continue to fail down the line at our expense. This was declined at the time of repair. We proceeded to make calls on 3 separate occasions to *** and to our sales representative to follow up with the appropriate party and to request the warranty, or something of equal value, be applied to make up for damages and potential issues in the future. All contact has been ignored and/or not returned by *** to date.

  Customer Answer

  Date: 09/30/2024

  
  
  Hello,
  
  With regard to my complaint #********, the business has reached out to me directly with an acceptable resolution. I would like to resolve my complaint. 
  
  Thank you,
  
  ******* *****
  

  
  

• Initial Complaint

  Date:08/15/2024

  Type:Order 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.

  Had a new mini split system installed by sky heating and air conditioning, I signed up for their protection plan for the unit. One of my head units was found dirty durring December. I scheduled a cleaning in March at the earliest possible time of September 3.August the dirt blocked the drain line and they sent the tech too clean, charged me $491 saying it's a "deep clean" no where in the service contract does it differentiate what type of cleaning is covered, just says "clean primary drain line and trap" which is what they did! Then tried to charge me another $600 for cleaning coils all of Should have been covered by my protection plan I pay for every month.

  

  Business Response

  Date: 09/05/2024

  We have already replied to him on Yelp to resolve this.  He had us out for a diagnostic and we charge for this cleaning on a diagnostic as we are dealing with a problem that is actively happening.  If we are out doing preventative maintenance this would have been included in that maintenance.  Below was our response to him on Yelp. In this situation because his system was down we should charge for this.  

  "*******, thank you for your feedback. A diagnostic is different from a maintenance visit. A maintenance visit is preventative, and a diagnostic is an immediate issue that has stopped the equipment from working.
  We can change this appointment to your maintenance visit and refund the amount that you were charged for a drain cleaning."
   He still hasn't responded to our response on yelp or called us to tell us if this is an acceptable resolution.  
  
  

• Initial Complaint

  Date:04/20/2024

  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 February 19, 2024 Sky Heating and Plumbing came to my house to install a new water filtration system per my request. The water in the home I live in had an odor to it, and was leaving rust in the toilets and sinks of my older home. The technician installed the system in several hours. It seemed to be working great, no longer were there any stains left on the fixtures, and the odor was gone. I was asked to pay in full at the time of service, which I did. I was a happy customer. A month and a half later, all of the stains were back on the fixtures, the odor was back, but now the water had a waxy awful feel to it and was totally undrinkable. I feared taking showers in it. My dishwasher smelled awful as did the dishes that I washed in it. I started having to purchase bottled water for drinking. I called the company back, who stated they would send the tech over the next week. A person arrived, but he was there to assess my home for installing a much larger more expensive system and replumb to the tune of $25000! He walked around my home taking photos and I was stunned asking him where my technician was. His answer was that he was on Paternity leave and would be back in 2 weeks! I had to live with this water for 2 weeks????? I was totally confounded by their total disregard of the situation they placed me in. I called a local plumbing company to get some help quickly, they came right over and were lifesavers. They determined the two water filters installed by Sky Heating were no longer filtering my water sufficiently.

  

  Business Response

  Date: 04/25/2024

  From our Plumbing Manager, ******:

  Regarding *****************************, I was called out to her home for a water repipe bid. Upon arrival to her home she was talking to me about the situation she was going through. She talked to me about her water smelling and tasting abnormal, and water stains being around the rim of the toilet bowl and kitchen sink. I explained to her that a darker rim around the water level of a toilet is very common all toilets get dirty when solids and other human excrements go into a bowl. Using the any toilet will leave a ***** Even when water just sits, it will leave a **** that every homeowner would need to clean regularly. Her kitchen sink had a stain around the drain. I informed her that when using a sink to wash hands or cleaning up food and dirty dishes, dirt and grim will develop ****ings around the drain. She then informed me that she does not wash food or dirty dishes in her kitchen sink. I immediately let her know this that a full repipe will not be the answer to solving the taste or smell of her water. This problem has to do with the water quality from the city water,and the filtration system that we had already put in would be one of the best options to help with her current situation. I did let her know that the repipe would take care of any residual minerals or sediments from her existing pipes.But fixing the pipes on the inside has nothing to do with the water being introduced to the home from the city. She then had me smell her dishwasher and dishes, I told her it smelled normal to me. I then tasted her water per her request, the water tasted normal to me. I washed my hands with the water it didnt feel Waxy.  I was very upfront with her on the fact that I did not believe a repipe would fix her issues this is why in the invoice summary I was descriptive about this fact. I did offer her a band aid fix of replacing the water filters that day but this would have to be a charged job being that filtration systems do not come with free replacement of filters. Most filter are changed once a year, sometimes changed more frequently depending on the customer and their own personal standards/wants.
  
  Customer was fully aware we were giving a repipe bid, but was taken back when I told her that I didnt believe a repipe was the answer to her issue. ***** did recently have another company give a bid for a new service to the home and showed me her bid. I told her I would do the same and give a bid for a new service and since I was already there for a repipe bid, I took the time to crawl under her home and give her a bid with the intention on informing her what the price would potentially be if she ever decided to do so in the future since her house is 75 percent cpvc. I showed customer her options. She told me she needed a fix I then offered her a change of filters for a discounted price for that day since we were out there. I did inform her that if the water wasnt good after two months the filters again would not be good after 2 months per her standards. There is nothing we can do about the quality of the water going into her home system and if the filters need to be replaced every two months, customer can feel free to do so but replacement of the filters does not come with the installation of a filtration. Left customer with the bids of the repipe options and what the price would be to come back out to replace the filters on a future date.
  

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21601881
  
  I am rejecting this response because:

  The person who came out was not the person who did the filtration system, as I said before, the "estimator"  came in place of the plumber.  When I called the office to report the failure of the new system, they told me the plumber would come check things out.  NOT the estimator.  The plumbing system/filters that he put in were working great, there were no longer stained "rust" rings on the sinks or toilets.  I was very happy with the results.  A month and a half later the "rust" rings appeared again.  I notice those things, as I am a fastidious house cleaner.  The "estimator" made up every excuse in the book to tell me this was perfectly normal.  He talked over me and said they'd be happy to do a full repipe of my home for around $25,000.  The response from him was incongruous with his statement to BBB.  I will be forced to take them to small claims court if they can't take some responsibility for the failure of the system.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/02/2024

  The person ***** is referring to as an Estimator, is in fact a Journeyman Plumber, and our Plumbing Manager. We sent him due to the nature of the complaint, and he went through everything very thoroughly with *****. He did not find anything wrong with our install, and explained to ***** that she would have to change her filters more often due to the quality of the city water coming in to her home.

• Initial Complaint

  Date:02/29/2024

  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.

  Installed system is not working correctly, the company is dragging their heels to resolve the issue. Their customer service is poor

  Customer Answer

  Date: 03/08/2024

  .and what if they dont respond to you?

  

  Business Response

  Date: 03/19/2024

  We have been out to this customer's home twice since this complaint was filed, and believe the issue is now resolved. We will reach out to the customer again to confirm.

  Customer Answer

  Date: 03/20/2024

   
  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. Their last technician, ***** seems to have figured out the steps needed to correct the flaw. I appreciate his efforts and the results accomplished. System seems to be working correctly now. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:07/20/2023

  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 purchased a new furnace and ** system from Sky. The ** system failed before the warranty expired. The failure was caused by a defective part on the ** unit causing the refrigerant to leak out. Sky is attempting to charge me 500 dollars for refrigerant. I have disputed this charge with Sky but they keep sending me emails with an invoice attached. During the service the tech told me the refrigerant was normally **** dollars and they were giving me a discount. I phoned two other HV** companies in the area and got a quote to charge my system. Both companies were within 100 dollars of my supposedly discounted price from Sky.

  

  Business Response

  Date: 07/21/2023

  This customer has never called us back, and has not paid his bill. Refrigerant leaks are not covered under warranty, and this is why we recharged his system and sent him the bill. The bill is at a discounted rate, yet he still have never paid.

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20350596
  
  I am rejecting this response because:

  The refrigerant leak was caused by defective equipment which was under warranty. The repair was covered under warranty. I did communicate with Sky that I felt like the refrigerant should be covered under warranty in person with the tech and on the phone because its the defective equipment that caused the leak. I paid over ****** dollars for a new furnace and AC that failed well before the warranty expired. Sky is not standing behind their products and its not fair to charge a customer for something that happened because they sold a bad unit. The cost of the refrigerant should be sorted out between the manufacturer and Sky. At this price point it should have never been an issue however the tech was aggressively looking for ways to charge me. I can also prove the refrigerant was not offered at a discount. As previously stated I phoned two other companies in ******** and the rate to charge my system was within 100 dollars of Skys price. The tech told me normally it would be 11 or 12 hundred dollars. After calling around this discount pitch was insulting. 500 dollars is about 4 percent of the price I paid and Sky could easily take care of this and still be far ahead on profit margin. Im sure its even less for Sky if you consider the wholesale cost of refrigerant. I can guarantee two other businesses that Ive never used are going to give me a deal on recharging my system so Skys claim this is a discount is absolutely not true. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/14/2023

  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.

  We purchased a furnace replacement with a new air conditioning system in December 2022. The furnace was poorly installed and resulted in an increase in gas and electricity usage for the months immediately following, and required repeated city inspections. The air conditioning unit installed was reportedly a factory defect (Sky knowingly installed a shell of a unit with no electrical components). While this was known by the installation crew and manager, it was not communicated at the time of install. When the unit was replaced at my insistence 4 months later, it was not confirmed to be operational by the installer. The first time we attempted to use it in May 2023 the air conditioner did not power on and is not functioning. The company has ignored phone call and instant chat requests for on call service. Sky Heating has been negligent, dishonest and incompetent throughout the entire process of this upgrade.

  

  Business Response

  Date: 05/25/2023

  Our ****************** has been in contact with ****. The ** was missing a wiring harness from the factory and we didn't find out about this until early April. At that time we replaced the whole ** unit, rather than just the wiring harness. She was still having issues and we scheduled to go out to her house on the 15th of May. ************** got the unit up and running and the issue has been resolved.

• Initial Complaint

  Date:02/02/2023

  Type:Billing 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.

  In May of 2022, Sky plumbers correctly diagnosed the need for a new shower valve. At that time we signed up for their discount program, at a cost of $20 per month, which entitled us to a small discount. We were specifically told we could cancel anytime. The plumbers did a good job with the shower valve replacement in July of 2022. In December of 2022, we were having problems with our central gas furnace, so called them and they at 1st said it was fine, but when we pointed out the furnace should be on but was not, within another 5 minutes they reported seeing a code that the heat exchanger was bad, and this repair would cost a little over $2,800. They also shut off our gas to the furnace but this caused the pilot lights on 2 gas fireplaces to go out - and they refused to light the pilot lights - though they knew we were freezing. We had NW *********** come out in a couple of days to relight the pilots so we could get some heat going. They referred us to Sunset ********************************* and Sunset came out in just a couple of days and within 5 minutes of arriving they diagnosed the problem as a plugged drainage tube and immediately repaired the problem, for around a total cost of $150. Around December 18, 2022, I called Sky and told them to cancel the discount program and they said that was fine. However, yesterday we saw they were still taking the monthly fee of $20 out of our account, on January 3rd and again on January 31st, 2023. They are refusing to refund $ taken after we cancelled, and are now saying the discount program could not be cancelled for 1 year. So, although their plumbers were good, the gas furnace people are incompetent and they are now engaging in financial shenanigans.

  

  Business Response

  Date: 02/27/2023

  This customer was called and we left a message letting him know we would give him a refund if he called back in and he has never called us back. If he will call in we will refund his money.

• Initial Complaint

  Date:08/24/2022

  Type:Order 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 paid for plumbing and AC services. They installed a new water heater and ****************** Service was great with plumber but mediocre with HVAC person. I looked on invoice and I paid full price. Membership fee and what is involved in membership was listed, because I was unhappy I wanted to cancel service. I got a call and was told I would have to pay $500 to cancel. The invoice indicated no discounts taken, just what I would receive if I paid the $20/month for their club. It is unprofessional to have to pay a closing fee when everything was paid for and also indicated what was included for what I paid for. I asked the person on the phone why there was a closing cost and what discount when I clearly paid full price. Unethical collection of money.

  

  Business Response

  Date: 08/25/2022

  Although the 10% discount is not obvious on the invoice, Customer did receive 10% off of performed services by signing up for the Plumbing Membership as the prices on his invoice reflect 90% of the normal price for the work that was performed. If customer would like to cancel the membership, we can do that, but the discounts would no longer apply, and the balance of the 10% for work performed would be due since the plumbing membership was not retained for the required year.

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17762616
  
  I am rejecting this response because: on the invoice two prices are reflected with no changes in application of discount. Price at end of invoice indicates a discount savings, but where? Where did I save this money? On the invoice line it is clear that I paid full price as a discounted price was not applied. If the said save amount was applied it should have been subtracted from total. It is clear from itemized lines that I paid in full what was requested. Each item listed a price and the second line reflected that same price without a change to first price. This is unclear of any discount it is not clear where a subtraction of discount is as there is only one price with no reductions. As for membership, an information line breaks down what can be applied and included in a membership if a person pays the $20. It is not clear that this discount was applied, just that it was paid for for future use and application.
  
  Sincerely,
  
  ***********************