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Business Profile

Heating and Air Conditioning

BTU Supply

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating and Air Conditioning.

Complaints

Customer Complaints Summary

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

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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:03/15/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 a new boiler installed in November of 2022. A year later December 18th 2023 we had BTU come out to do the yearly maintenance. After they left our boiler made loud noises, the pipes were vibrating so hard that it rattled our floors and we could smell a hot smell, like something was burning. By the next morning we had no heat. We called them back out December 22 2023, and all 5 pumps had been burnt up. They tried to have us turn it Into our insurance as an electrical issues that caused the pumps to freeze up. I spoke with the electric company and they said we had no outages or any other electrical issues at the time of the incident. Im not okay with lying to my ****************** We have had 2 other companies come out and they have both said that it was something BTU did that caused the issue. They either did not bleed the air out of the line correctly or they never turned the water back on after they cleaned it. We should not of have had to pay them for the work because it was completely their fault. They were terrible to try and work with. They are rude and would not call us back until we threatened then with legal action. They refuse to admit that it is their fault that we had to replace all the pumps in our boiler. They were trying to find every excuse to **** it on other than their poor work. They tried telling us our neighbors house caused our boiler in our house to mess up? I didn't understand how that could be other than BTU was trying to find any excuse to not have to be accountable for their mistakes. Not only did it cost us over $1200 around Christmas time, when we already were tight on money and were trying to have Christmas for our three kids. We also had to go two days without heat in December because of their mistake that they refuse to be accountable for. We would like to be reimbursed the $1235 we had to spend on the maintenance call and then for the pumps that had to be replaced ause of their negligence.

BTU Supply is NOT a BBB Accredited Business.

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