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:10/11/2023

  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.

  Calfo Heating and Air? came to our house to replace unsafe copper gas line that was feeding into our dryer. A few days after the job was done, I smelled gas in the basement. We called the gas company immediately and it turns out that the tech had not tightened it nearly enough. Something that should have needed a pipe wrench to loosen, came right off with the gas company tech’s bare hand! So we had a gas leak, which could have killed all of us that was caused by a literal plumbing company!!! The gas company checked everything and made sure the house was safe with no more copper gas lines. My husband called them and spoke to a manager, who said he’d send us a gift card, which we assumed was going to be towards our next job with the company, in order to retain a customer. NOPE! We got said gift card today in the mail and it was a $25 Outback gift card!!! So, according to the manager Calfo heating and Air, mine, my husband’s, my 2 year old’s and my 7 month old’s lives are worth a whole $25!!! What a slap in the face and a disgusting way to do business! We’ve called them to express this and we haven’t heard a call back. The manager is a terrible human being, who does not care that he could have killed our whole family.

  Business Response

  Date: 10/29/2023

  *** *** *** *********
                                     
  We are truly sorry to hear of the very unfortunate events that you may have
  experienced and we have tried to make every effort to correct them. We were at
  your home on the morning of Friday 9/29 to install a new gas line to your dryer.
  We were contacted by your husband the following Monday, October 2nd who informed one of our Customer
  Service Representatives (CSR) that at some
  point after our visit the gas company was contacted for what was presumed to be
  a gas leak. As per our protocol the inbound CSR contacted management
  immediately and asked how to handle the incoming complaint. Our policy is to
  always achieve 100% customer satisfaction, and we asked what needed to be done
  to correct the situation for you. Form your husband’s
  complaint that Monday of the 2nd and his responses on Tuesday the 3rd during our post
  works happy call, was that he liked the technician and our company, but the
  work had already been corrected and that it wasn’t about the money, but only that
  we needed told of the issues so that we could address it and not let it happen again. As per
  our policy for any complaint that comes in, we issue a standard gift card
  immediately. During the time of Oct 9-Oct 11, which on the 11th which you had
  called demanding a manager to talk to over your disgust in our gift card, I was
  at a training seminar with 3 of our technicians. Upon return on Oct 12th, your husband was emailed with our sincerest apologies for this
  and asked for times that you could meet to discuss the issues so we couldcome to a
  resolution in this matter. It was during this period that you
  took the time to leave us multiple negative feedback on Google, BBB, Attorney
  General, Yelp, Facebook, HomeAdvisor/Angie’s Lists, and several other sites. Still
  with no response to the email I sent on 10/12, you called our office on
  Oct 16th to voice your concerns over the issues of this repair work.
  You were asked to review the email that was sent and schedule a call as our management
  was trying to contact you and resolve your issues
  and offered a call the morning of 18th. Over the days of Oct 16th to
  the 23rd there were multiple calls from you berating our office
  staff, while at same time, I  had 3 conversations with your husband
  over trying to resolve this issue. As per my conversations with your husband he
  had said at this point he wanted a full refund. I explained to him there was
  zero issue in refunding this and had the original complaint come in asking for
  that it would have been issued that day as our policy is 100% customer satisfaction
  or its free. Part of the refund request is that my goal is to end complaints
  amicably, I want a happy or at minimum satisfied customer on refunds and ask
  that our online presence be updated in that manner. His response
  was that he needed to ask his wife but knowing her it was not going to
  happen. Our final conversation on Oct 20th again reviewed what the
  settlements could be and we were told that she was unwilling to retract your complaints so I closed the case at that point. If at any
  point in the future, you are willing to re-address this matter with me do not
  hesitate to contact our office and we will settle the complaint.
  Again, from all of us, we are truly sorry for the events that you and your family
  have gone through and are disappointed that there is no way to resolve the issue, and now we have lost a future client forever.
  Sincerely the Calfo Staff

  Customer Answer

  Date: 10/30/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  I think it is ridiculous that we were/are given an ultimatum to update our reviews of this business that could have killed myself, my husband, my 2 year old and my 7 month old baby in order to get a refund by them. Also, I never berated anyone in their customer service reps, I actually commended them for dealing with me and my anger towards their boss. I also found out from one of them that he is blaming them for this situation and not himself or his tech. I do not believe it is good business to require updates on honest reviews in order to get a refund. It is disgusting and nauseating that he is holding an $1,100 refund over our head unless we change our reviews of the company that could have killed our whole family. Also, he conveniently forgot to mention that I did say that the only thing I would update is that he did eventually refund us, but that was it. Ironically, after my husband’s and my negative reviews, a multitude of 5 star reviews appeared on their Google page, probably in order to drown ours out, also sneaky business practice. These are my thoughts on this matter and this person that doesn’t take responsibility for his lack of actions towards a family his tech could have killed.

   
  
  Regards,
  
  
  
  ******* ********

  Business Response

  Date: 10/30/2023

  *** *** *** *********
                                      We are truly sorry to hear of the very unfortunate events that you may have experienced, and we have tried to make every effort to correct them. We were at your home on the morning of Friday 9/29 to install a new gas line to your dryer. We were contacted by your husband the following Monday, October 2nd who informed one of our Customer Service Representatives (CSR) that at some point after our visit the gas company was contacted for what was presumed to be a gas leak. As per our protocol the inbound CSR contacted management immediately and asked how to handle the incoming complaint. Our policy is to always achieve 100% customer satisfaction, and we asked what needed to be done to correct the situation for you. Form your husband’s complaint that Monday of the 2nd and his responses on Tuesday the 3rd during our post works happy call, was that he liked the technician and our company, but the work had already been corrected and that it wasn’t about the money, but only that we needed told of the issues so that we could address it and not let it happen again. As per our policy for any complaint that comes in, we issue a standard gift card immediately. During the time of Oct 9-Oct 11, which on the 11th which you had called demanding a manager to talk to over your disgust in our gift card, I was at a training seminar with 3 of our technicians. Upon return on Oct 12th, your husband was emailed with our sincerest apologies for this and asked for times that you could meet to discuss the issues so we could come to a resolution in this matter. It was during this period that you took the time to leave us multiple negative feedback on Google, BBB, Attorney General, Yelp, Facebook, HomeAdvisor/Angie’s Lists, and several other sites. Still with no response to the email I sent on 10/12, you called our office on Oct 16th to voice your concerns over the issues of this repair work. You were asked to review the email that was sent and schedule a call as our management was trying to contact you and resolve your issues and offered a call the morning of 18th. Over the days of Oct 16th to the 23rd there were multiple calls from you berating our office staff, while at same time, I had 3 conversations with your husband over trying to resolve this issue. As per my conversations with your husband he had said at this point he wanted a full refund. I explained to him there was zero issue in refunding this and had the original complaint come in asking for that it would have been issued that day as our policy is 100% customer satisfaction or its free. Part of the refund request is that my goal is to end complaints amicably, I want a happy or at minimum satisfied customer on refunds and ask that our online presence be updated in that manner. His response was that he needed to ask his wife but knowing her it was not going to happen. Our final conversation on Oct 20th again reviewed what the settlements could be, and we were told that she was unwilling to update your complaints, so I closed the case at that point. If at any point in the future, you are willing to re-address this matter with me do not hesitate to contact our office and we will settle the complaint. Again, from all of us, we are truly sorry for the events that you and your family have gone through and are disappointed that there is no way to resolve the issue, and now we have lost a future client forever.
  Sincerely the Calfo Staff

  Customer Answer

  Date: 10/30/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  You are correct, I am unwilling to change/update any of my honest reviews and it still sounds like you are giving us an ultimatum to do that or else we won’t get a refund from the business that could have killed myself, my husband, my 2 year old and my 7 and then sent us a $25 Outback gift card to try to make up for it. It is unacceptable that you considered my daughter’s lives were worth $25. Also, I never berated anyone in their customer service reps, I actually commended them for dealing with me and my anger towards their boss. I also found out from one of them that he is blaming them for this situation and not himself or his tech. I do not believe it is good business to require updates on honest reviews in order to get a refund. It is disgusting and nauseating that he is holding an $1,100 refund over our head unless we change our reviews of the company that could have killed our whole family. Also, he conveniently forgot to mention that I did say that the only thing I would update is that he did eventually refund us, but that was it. Ironically, after my husband’s and my negative reviews, a multitude of 5 star reviews appeared on their Google page, probably in order to drown ours out, also sneaky business practice. These are my thoughts on this matter and this person that doesn’t take responsibility for his lack of actions towards a family his tech could have killed. I won’t beg or plead with you. You just let me know what you are willing to do for us, with the exception of more Outback gift cards. But I will not be taking any negative reviews down, the most I will do (if you refund) will update that you eventually did give us the refund we begged you for. That you eventually took responsibility for your business. You’d think that when working on a gas line in a house that is a mile and a half away from the house that exploded in Plum, you’d at least be more mindful.  I’m honestly just so confused how someone could be so heartless to not put himself in a mother and father’s position and still not take any responsibility for the lack of accountability. That is all I have to say on the matter as of right now.
  
  
  
  Regards,
  
  
  ******* ********

  Business Response

  Date: 10/30/2023

  We have been trying for multiple weeks to resolve this complaint and take ownership of the issues. Please feel free to contact our office in the event you are willing to work with us towards a resolution in this matter.

  Customer Answer

  Date: 10/30/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  I have made my stance clear on this topic. You are very clearly still holding a refund over our heads, in exchange for taking down our reviews and I will not back down. The reviews will stay up, no matter how many “5 star” reviews you have people put on the platforms to try to drown ours out. You have proved yourself to be a sneaky and heartless person and many people over the years will see what you almost did to our family and how you did not handle it at all. If you are willing to give us a refund, you can contact us or go through the BBB. You have both of our phone numbers and emails. We will not be coerced into taking anything down though, ever.
  
  
  
  Regards,
  
  
  
  ******* ********

  Business Response

  Date: 12/11/2023

     I have made multiple attempts to make a resolution to this customer at this point which I believe are more then fair, they have no documentation photo, print, or digital, there is no result of any other company being there other then just accusations of this customer. The husband in this complaint is mire then willing to work through a situation however the wife as stated by him is difficult.

  Customer Answer

  Date: 12/11/2023

  I thought this case was closed. If I was incorrect in thinking that, then please close it. I will not go back and forth with this disgusting, soulless man anymore. 
  
  
  
  ******* ********

  Customer Answer

  Date: 01/22/2024

  This is new information sent to the BBB. 
  
  ******* ********
  10:06 AM (4 minutes ago)
  to me
  
  Attached is proof of People’s Gas coming out and fixing a gas leak, which Calfo Heating and Air caused in my home, which could have killed my family.
  
  ******** ********

  Business Response

  Date: 01/22/2024

  As per the last response, the consumer has stated that she no longer wished to have any further dealings with our company or the BBB, the business has made every possible effort to resolve the situation or come to an agreement with the consumer, in fact the husband was more than willing to make a resolution and where the wife was unwilling to settle the situation. The consumer was serviced on 9/29 of 23' and never called us to report any further issues with the system until 4 days later, and still did not ask for any resolution(s) from our company. If anything is to change from the consumer, we would be happy to work to a resolution with the consumer's husband please reach out to us by email at [email protected], This is our last response to this complaint.

  Customer Answer

  Date: 01/24/2024

  My husband has reached out again twice via email and this business owner is still unwilling to refund our money unless we take down our very true negative reviews of how his company almost killed my family, even though we’ve provided all the proof of the gas leak that they caused and made it clear that we would be willing to edit the reviews saying that they did the right thing with a refund, if they had provided one. But they still have not. It is extremely unethical and very bad business. Other people/families need to know the danger they are in if they use this company and the lack of respect for the lives of our 2 very young daughters and my husband and myself. Please close this case out now.

• Initial Complaint

  Date:02/10/2023

  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.

  C**** came in 02/09/23 to fix problem regarding my furnace. The guy riggeed something to get it going but overnight it has stopped working.

  Business Response

  Date: 06/05/2023

   

  C**** technicians were at *** ****** on 2/6/23 for a no heat call, Where there was a no heat call with errors on the unit. It was Diagnosed on 2/9/23 as a bad thermostat and the manufacture was contacted to see if there was any warranty left on the unit. On 2/10/23 we installed a new warranty thermostat with a charge for labor and warranty processing. He has a future visit for maintenance with us on 7/12/23

   

  Tim C****
  
  C**** Home Services

  
  

• Initial Complaint

  Date:02/08/2023

  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.

  We contracted on 9/19/22 with Calfo Home Services to perform the external utility installation work at our new construction homesite at **** ***** ***** ****** ***** *** As of 1/27/23, the work had not been completed as agreed upon. We contacted the owner (Tim C****) on 1/27 to make him aware that his services were no longer needed at our home. We have since contracted with a new plumber who will be completing the work this week.
  
  See attached narrative and supporting documentation of our five month interaction with Calfo Home Services and their team (Tim Calfo, Ryan K*** *nd Jackie).

  Business Response

  Date: 06/05/2023

  Please see attached for email communication showing the homeowner confirming them and the municipality were handling the street permit as it was outside our scope or work. Email chain as late as 25th of January showing the homeowner saying their entire process of permitting was outrageous and still did not have it, although the husband choose to hire another provider who would do the work with out permitting, all work quoted with out this process or needing permitting provided by Calfo was completed, the homeowner still has a current outstanding balance with our company for 17K and has yet too make payment term on this.
  
   
  
  Tim C****

   

  See Attachments

  Customer Answer

  Date: 06/27/2023

  We were contacted by Calfo through email and have provided them documentation of what we believe we don’t owe. It is on their team to respond to us.  
  
  You can close this complaint with the BBB. 

• Initial Complaint

  Date:02/08/2023

  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.

  12/13/22 Routine service with initial discussion about dehumidifier. Price was $4000 including installation, and would connect to my thermostat or external controller in living space not basement. $2000 down-payment made.
  12/28/22 Installation started, tech returns to office for part upon returning tells me I need to pay an additional $1500 to complete the work as described in initial sale. Agree to pay but unit still not working.
  1/4/23 2nd tech to resolve issues with installation. Leaves unable to make it work other then with A/C not what I required.
  1/7/23 Unit was continuously running with humidity level not changing. I raised the humidity level on the unit. The blower in the furnace stopped but the dehumidifier continued to run. Finally unplugged the unit. There continues to be a humming noise coming from the furnace that was not there before attempted installation.
  1/16/23 called to speak to owner. Not available
  1/17/23 called to speak to owner. Not available
  1/20/23 call from tech to say $800 thermostat to solve problems.
  What started as a $4000 offer now ends up as a $6300 solution. Work still not completed.
  Prior to this event all work performed by Calfo techs was first rate. Sadly its come to this.

  Business Response

  Date: 06/05/2023

  
  Tim C****
  Sun, Jun 4, 3:18 PM (17 hours ago)
  to me
  
  Customer had new dehumidifier installed in Jan 4, Jan 5th we returned to find out if the thermostat he had would be able to do a dehumidification during a heating cycle and not just cooling, Customer did not want to purchase a different controller that was to operate the way he wanted. Customer eventually agreed to cost and it was installed and working correctly on March 1, 2023. We have since been back for his preventative maintenance on 4/17/23. Please see job bookings below

   

  See Attachment