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:11/05/2024

  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 September 25, the technicians arrived for the job. They were in their van after 10 minutes. They advised they were waiting on their GM to show up since there was an issue with the duct work. I didn't think anything of it since this is an old home so I imagined it wouldn't be easy. I was then told that they forgot the outdoor unit and would have to come back another day to finish the job, but they would complete the indoor work that day. They were in their van again, and I asked what was going and they advised that they forgot the piece that mounts the indoor unit so it's raised above ground. So we are now missing 2 items that are required to complete the job.The general manager showed up and advised they would not be completing the job after they had already removed my oil burning furnace, and left with me without any source of heat. I was told by the general manager I should be lucky my house is not condemned - which I do not think is advice HVAC should be providing to people - and was told no reputable company would ever put their license on the line to complete work here. We have since had a company come in, who confirmed all the issues that Edwin Stipe raised to us in why they would not complete the work, were B.S. We have since had a new oil furnace put in.I would like a refund for the money paid to have my old furnace removed since I was left with no heat source, and told by the general manager to "find someone to do the work under the table" since no one would ever want to work in our home. This was extremely unprofessional and frankly disgusting behavior. No resolution was offered to us. Just sent a check in the mail for a refund of everything but furnace removal - which as already stated - left us with no heat as the temperatures have dropped to *****F at night. I was given terrible advice - told to get work done under the table and then essentially threatened by the general manager stating no home insurance would cover us if we chose this route.

  Business Response

  Date: 12/03/2024

  Hello here is more information on this customer

• Initial Complaint

  Date:10/29/2024

  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.

  The absolute worst service I have ever had. We purchased our first home and ran into an unexpected issue with our heating. We had this diagnosed as a failing gas valve. We we charged almost 2000$ for the repair and then told more parts were needed. We were given the option to replace with a 13k new unit as well. We had a second opinion and found a wire disconnected causing this unit not to run. When I was put in contact with the heating manager ***** I expressed my dissatisfaction with the situation and misdiagnosis. I was told to "cool my jets, my part was shot and needed to be replaced" I have been asking for over a month for a detailed explanation of what was done and why it was done. No one can provide me details and have been told multiple times I would get a call back and never have. This is absolutely horrible customer service. I have never been treated with such disrespect from someone claiming to be a professional. If I wanted to throw parts at my unit I would have attempted it myself. I called Edwin Stipe for a professional and was left with thousands of dollars in bills and the worst customer service experience I have ever had.

  Business Response

  Date: 11/08/2024

  please see ATTACHED 

  Business Response

  Date: 11/13/2024

  please see ATTACHED 

  Customer Answer

  Date: 11/13/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22489104
  
  I am rejecting this response because:  My issue was fully resolved by connecting a wire in my boiler that was loose and initially missed by the edwin stipe tech.  I have been asking for over a month for detailed diagnostic steps taken to determine the gas valve was actually faulty and not just replaced as a guess.  I have not been provided any details as to exactly what was found.  I would like a step-by-step diagnostic report proving the repairs made were actually needed. 
  
  
  Regards,
  
  **** Elshinawi
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 11/14/2024

  You are not the home owner and were not present at the property,  we reject your request for more information.    

  Customer Answer

  Date: 11/19/2024

  I reject this answer, I will not allow you communicate with my wife and take advantage of her any further. I am looking for an explanation of what diagnostic steps were taken to verify an almost 2000$ repair was needed.  I have been requesting this for weeks through phone calls and other means and was never given any further information other than it was shot.  This is not acceptable business.  
  
   Complaint: 22489104
  
  I am rejecting this response because:
  
  
  Regards,
  
  **** Elshinawi
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/25/2022

  Type:Order 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've been paying Edwin Stipe to do annual inspections of our heating, cooling, and plumbing since October of 2018. We pay for their most elite tier of services at roughly $30 a month which is supposed to come with a wide variety of perks to help when you're having a heating, cooling, or plumbing emergency. Earlier this week, we had water coming up through the basement shower drain despite never using the water in the basement and it hadn't rained in a week. It was flooding the floor and we now have mold in the basement. We called Edwin Stipe around 6pm to get assistance and the person who picked up the phone said to just call back on Monday cause they don't have a plumber on Saturday or Sunday. Their website promises "No breakdown guarantee plumbing inspections (if you should break down we will apply inspection investment towards your repair for one year)" as well as "Also, we operate round the clock and seven days a week. This means you can call us anytime and have an emergency plumber available right at your doorstep within minutes." Not only did we not have a plumber there in "Minutes", when we asked the guy on the phone who Edwin Stipe refers customers to on weekends if they don't have a plumber. The employee said "No, just call back on Monday, we don't have anyone and I can't help you" We've been paying them for FOUR YEARS for a service that doesn't even exist. The website promises 24/7/365 service and they hung up on us as there was water flooding our basement. They have not returned my email to them. I am seeking a refund for the "service" I've been paying for that doesn't exist. Their failure to find tree roots clogging our plumbing led to extensive damage to our basement, and they won't even come out on a weekend to fix it. We were forced to pay out of pocket for a REAL emergency plumber to come and fix the issue. We are seeking a full refund for being blatantly lied to about these services so we can afford to pay the actual emergency plumber we needed.

  Business Response

  Date: 11/09/2022

  Hello **** & ********,
  
  I am writing in response to the letter you sent to the BBB.  On 10/25 at 8:20pm we received an email from ******** regarding your call to the afterhours answering service over the previous weekend. You stated that you did not receive a response from us. However, I called both you and ******** on 10/27 at 3:24pm. I received no answer when calling ******** but did leave a voicemail for her to call me. I proceeded to call your number and you picked up and I spoke to you for 11 minutes. You stated that you would talk with ********, and you would call me back on the following Tuesday which would have been November 1st. I asked you numerous times if you would like me to follow up with you. You declined and said you would call me back. During the conversation which is recorded I asked what you would like to be compensated for. I received no answer just that you would call me after discussing with your partner ********. Nobody called me on November 1st.
  
  In ********* letter she stated that the blockage should have been detected during the annual routine plumbing inspection. This is not the case. We would not be able to see a blockage due to tree roots during this type of inspection. I have attached a copy of the inspection checklist for your review. In order to see tree roots in the line, we would have had to camera the line, which is not included in the routine inspection, therefore making it impossible to foresee that a back-up would happen.
  
  We are certainly sorry this unfortunate situation occurred and for the inconvenience it caused you.  We will discuss with the after-hours dispatch service how to better handle emergency plumbing calls. We would like to offer you a refund of $180 which is the cost of the plumbing portion of your Service Partner Plan.
  
  Sincerely,
  
  
  
  *****************************
  Dispatch & **************** Supervisor
  ************************.
  1131 *****************
  ******,**  18045
  ************
  **************************************************
  

  Business Response

  Date: 12/19/2022

  This has been taken care of with the customer

  Customer Answer

  Date: 12/19/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. They paid the requested amount and the issue is considered finished.
  
  Regards,
  
  ***********************