Complaints

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• Initial Complaint

  Date:05/25/2023

  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.

  This business is refusing to honor the warranty on the water heater they installed. They do not answer phone calls, take weeks to respond to messages. Schedule service calls and never show up or call. When I finally got ahold of them today 5/25/2023 she identified herself as the owner of the business and told me that the supplier informed her that the water heater warranty is not transferable to the new owner of the home even though I had just read the information on the ******** ***** website and had called them directly for confirmation. When I called her out and said they were trying to gaslight me, she said that she wasn’t trying to and that she is the owner and would love to honor but was told she was not allowed to. When I called her out on their lack of professionalism she lied about that as well and claimed a tech had come out when they never did. After having the manufacturer of the heater (******** *****) reach out directly, She still was unwilling to do anything until the supplier (*********) told her to. At this point I don’t recommend anyone do business with these people ever and I do not trust them to come out and service my heater.

  Business Response

  Date: 06/02/2023

  *************************** called Lancaster Superior Heating and Cooling LLC on May 23, 2023, at 1:52pm and stated her *************************** Heat Pump Water Heater was under warranty and wanted it replaced. Lancaster Superior Heating and Cooling LLC had taken her model number and serial number of her *************************** Heat Pump Water Heater and advised *************************** that they would have to confirm warranty of the unit with their supplier, ********* Supply, as she did not purchase the *************************** Heat Pump Water Heater. The last homeowner purchased the *************************** Heat Pump Water Heater. ********* informed Lancaster Superior Heating and Cooling LLC that the warranty was held with the previous homeowner, and the warranty was non-transferable. Lancaster Superior Heating and Cooling LLC called *************************** back at 2:05pm and informed her of what our supplier,********* Supply had informed Lancaster Superior Heating and Cooling LLC that the warranty was with the previous homeowner who had purchased the *************************** Heat Pump Water Heater from a different company named ******** Heating and Air Conditioning in December 2019. ******** Heating and Air Conditioning is no longer in business. *************************** got upset and asked if Lancaster Superior Heating and Cooling LLC was "gaslighting her". *************************** was told that she was not being "gaslighted,and that Lancaster Superior Heating and Cooling LLC had no issue with doing warranty work. *************************** was informed a service technician is available to go out to her house to diagnosis the *************************** Heat Pump Water Heater, but a diagnostic fee would have to be paid. *************************** had informed Lancaster Superior Heating and Cooling LLC that she would call *************************** (the heat pump water heater manufacturer) and verify the warranty with them. Lancaster Superior Heating and Cooling LLC had then received a call from *************************** informing me that the Heat Pump Water Heater in question had a 10-year parts warranty only. Labor is not covered under ******************************* warranty. Lancaster Superior Heating and Cooling LLC had called *************************** again at 2:50pm and discussed the conversation that had taken place with ***************************. *************************** had then mentioned she had another plumbing company, *** ******** *****, who had came to her home on May 25, 2023 and they refused to work with her. Lancaster Superior Heating and Cooling LLC had reached out to *************************** on May 26, 2023 via text message at 8:44am. *************************** did not respond. *************************** has requested a full replacement of the Heat Pump Water Heater without paying for a diagnostic inspection or any additional labor to repair the unit. Lancaster Superior Heating and Cooling LLC advises *************************** to contact *************************** directly to locate another authorized service representative. Lancaster Superior Heating and Cooling LLC does not wish to do business with this customer because *************************** has already stated she would not pay Lancaster Superior Heating and Cooling LLC for our services. 

  Customer Answer

  Date: 06/05/2023

  [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: ********
  
  I am rejecting this response because:
  
  I never said I did not wish to pay for a service call. I just wanted them to not lie and say the heater was not under warranty for parts and that it was not transferable. I did not respond to text message because I did not wish to work with this business. They are also lying as the stickers all over the system in place in the house state lancaster superior heating and cooling (see photo of heater with sticker) not ********* or whatever they're claiming it to be. I want people to be aware of this company's business practices and lack of good customer service. They could have easily verified the warranty information on the *************************** website instead of just going off the word of their supplier, instead they doubled down on the claims even after ******** contacted them directly to confirm that I was correct. My water heater has been fixed, under warranty, with another contractor whom I paid for their time and professionalism. I will be taking all my business elsewhere. 
  
  Regards,
  
  ***************************
  

  Customer Answer

  Date: 06/07/2023

  Please close this complaint