Complaints

This profile includes complaints for Topline Heating and Air's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Topline Heating and Air has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Topline Heating and Air

  1103 Ranck Mill Rd Lancaster, PA 17602-2502

  
• 

  Topline Heating and Air

  5051 Horseshoe Pike Honey Brook, PA 19344-1365

  

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:05/15/2023

  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 bought a mini split system from Topline for $11,500. I was told by the salesman that the system that i was buying would accommodate five (5) indoor units. When I had the salesman come back out to give me a price on adding the additional units, he told me that he made a mistake and the unit could only accommodate two (2) indoor units. And if I wanted to add the additional indoor units it would be another $11,500. I have contacted Topline multiple times about this and they are not willing to admit that they made a mistake and have not done anything to rectify this except for sending me a quote.

  Business Response

  Date: 07/06/2023

  This customer purchased a 3 head ductless mini split system from us on 3/4/22 with only 2 heads on the system. The system that was sold and installed is capable of functioning as a 3 head mini split system. The work was installed and completed on 3/8/2022. The customer was happy with the install and the system upon completion.  Three months later the customer reached back out to us and wanted an additional quote for indoor heads. The project manager misquoted saying the installed condenser was full but it actually could handle one more mini split head. This was no problem. Then a year later the customers other system that we did not replace stopped working and he wanted us to replace it. This was not on the original estimate to replace his system so we gave him options.  On 4/14/23 we gave him a price for the additional mini split head that could be added to his existing mini split condenser at our cost of $2,900. We went above and beyond to work with this customer and delivered what we sold to him and gave him an extra head at a price that was at our cost.  In the end the customer wanted us to replace his existing system and an additional mini split head for free. This is not a viable option and was not on his original estimate and was not an issue until his old system that he had stopped working.  The system that stopped working was not the system that we installed.

• Initial Complaint

  Date:05/11/2023

  Type:Sales and Advertising 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.

  As an existing customer I received a post card in the mail offering an A/C Tune up for $17.95. Offer expires May 20, 2023. One Offer Per Household. Per System, Not Valid with any other offers, discounts or promotions. I called on May9, 2023 to schedule the service and was told it only applies to new customers. This exclusion is not printed on the post card. Nowhere on the mailing does it say "new Customers Only" or "Excludes Current Customers" When I asked to speak to either of the Co-Owners, ******************* or ******************* I was told they were in a meeting and the receptionist would pass on my complaint. I did not receive call back on the 9th. I called again on the 10th and the receptionist said the owners were in a meeting and would return my call. I did not receive a call back on the 10th. I called again on May 11th and the receptionist said the co-owners were in a meeting, she assured me they would return my call within two hours. Four hours later, neither co-owner has given me the courtesy of a return call to discuss my complaint. Their website displays the offer, with the "New Customer" requirement but the post card mailed to me (with my name, not "resident or occupant) does not have the exclusion. I feel it is deceptive advertising or bait and switch as they did offer to schedule the service for full price.

  Business Response

  Date: 06/06/2023

  Hello,
  
  This is a response to a letter we received about a customer, *****************************, complaint. Complaint number ******** (********). After reviewing the complaint our records show that the $17.95 A/C Tune Up appointment was booked for **. ***************************** on May 11th.  Our service technician was onsite on 5/25 to complete the $17.95 A/C tuneup.  It seems that this complaint was just a misunderstanding from the customer.  
  
  Please let me know if you have any further questions.

  Customer Answer

  Date: 06/07/2023

  [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:
  The misunderstanding was not on the customers part. The business initially REFUSED to honor the coupon and only did so AFTER the BBB, **** and PA State Attorney General's Office complaints were initiated.The business DID finally honor the coupon offer but there was NO misunderstanding on the customers part.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:01/27/2023

  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.

  Set up for a cleaning of my furnace with the special they were running. The service guy came to inspect my working furnace and do the service of a cleaning and filters only he shut the furnace off a piece, broken side he left. After failing to get the furnace working, then they sent a sales person out trying to sell me a $10,000 Furnace I called and complain many times that they should fix my furnace since they broke it here I am stuck in the cold with my wife and sometimes we have my two-year-old grandson with no heat I feel since it broke on their time with their service guy here they should be responsible

  Business Response

  Date: 06/28/2023

  1/27/2023 
  

  On 11/17/22 Our service technician ***** *** was out to complete service on *** ****’s extremely old furnace. When there he found the gas valve was not regulating the gas properly and was causing the furnace to operate in an unsafe manner. ***** gave the customer an estimate to replace the gas valve and the customer declined. We did the rest of the cleaning and tuneup on the furnace. This customer reached out multiple times about wanting us to fix the furnace we truly believe was broken due to age and wear and tear. At Topline Heating & Air we believe in going the extra mile for every single customer and we understand that this customer may not have been in the financial situation to fix the issue. Our heart goes out to people struggling to heat their home so we as a team made the decision to donate to this customer a new furnace. We installed a brand new furnace for this customer at no cost. I have attached a picture of the happy customer.

• Initial Complaint

  Date:01/27/2023

  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 had mini split heating and air conditioning systems installed by this company and it has been nothing but issues from day one. The installers did a bad job and actually placed the one unit blocking a door then they placed the same unit of l.e.d electric light wires. The equipment was leaking after installed and now again i have no heat in two of my bedrooms. My son has a autoimmune decease and the cold is very bad for him. My wife called to speak to a manager or supervisor and no one would get on the phone. It is winter and we are without heat. For over $20k you would think we wouldnt be havingvthese issues. Its like once they get your money they dont care. They can come get the equipment and reimburse the finance company at this point.

  Business Response

  Date: 06/28/2023

  1/28/2023 

  On 9/30/22 we sold the system to *** ******. Please see the signed estimate attached. On 10/3/22 we fulfilled this estimate. At Topline Heating & Air we are in the service industry and a big part of we do is the labor that goes into our service. This is why we are unable to provide a refund for this project. With that being said from time to time manufacturers have equipment issues when we install our equipment and we believe that it is our responsibility to take care of these issue to the best of our ability to rectify these issues. On 10/5 we returned to the customers house to move the one mini split head a few inches to move it away from the door to rectify the issue that the customer spoke about in the complaint. On 10/24 we returned to the customers house and noticed a small lead in the one flare of the condenser which our service technician repaired and the system was working properly after that. On 11/10 we returned to the customer's house to replace a mini split head cover because he said there was damage to the appearance of the cover and we handled this issue by replacing it at no cost to the customer. On 1/27/23 we had a service technician return to the customers house and he found a small leak in the lineset to the son’s room. He repaired the small leak and the unit has been up and running again and we have not heard back from the customer since about the unit having any issues. We are very sorry the customer felt this way but we at Topline take great pride in how we handle and rectify any issues that our highly valued customers may experience.

• Initial Complaint

  Date:12/28/2022

  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.

  Topline sold us a heater in November based on the fact that the old heater wasn't pushing heat to the end of the home. After they installed the heater, we had noting but trouble. First, they installed a part backwards. Propane was leaking into the home for 5 days. This home has a pregnant mom, two toddlers, dad, and small dog that could have lost their lives. The have a gas stove. In addition, the heat was not pushing back into the rooms as promised. So, the 3 year old toddler still had no heat and had to use an electric heater to stay warm. Each time that we called Topline, they took days to return the call and/or to come out to try to fix the problem. The last attempted fix was to place a fan in to aid in pushing the air. The fan worked for one day ad then stopped. The serviceman had no idea what happened and when he did get it working again, he had no idea what he did or why it didn't work. It did not push air as well after that. From this point, after fighting with them for over a month just to try to get what was promised to us, we were told that Topline wasn't willing to do anything else without charging us. All we want is for the heat to warm my granddaughter's room. This has not happened after spending over $9000 for the system.

  Business Response

  Date: 06/28/2023

  12/28/2022 
  Hello, 
  With this customer we installed a unit on 11/18/22 into their mobile home. The customer called in and said there was bad air flow to the rooms so we sent a service technician to their home on 11/21/22 to inspect the air flow issue. Upon review we found that there were holes in their duct work (see pictures attached at the end) that were creating this issue. The duct work was not a part of our estimate or install. But we worked with the customer and offered her a space heater for her daughter's room for free since her duct work was not allowing the back room to get much air. We had a service technician go out to the house on 11/25 to replace the broken part that was causing a leak in the propane to correct the issue. On 12/7 we installed a booster fan for her free of charge to try to help with her airflow issue. This came out to over a $1,000 cost to us that we did not charge the customer for. We continually went above and beyond to try to help this customer after installing what was promised and more. The customer then requested us to replace her entire ductwork free of charge. This would be a very expensive job for us that we cannot do and also was not a part of our first estimate that we had given the customer. The issue in the end came down to their existing duct work in the home being too damaged to handle the airflow created from the new unit and it was leaking air flow