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:03/22/2025

  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.

  HVAC issue The air conditioner unit installed in August 2023 has frozen up and broken down 5 times in 20 months. The units cost is $9200. I believe the unit is not repairable and will continue to break down over time

  Business Response

  Date: 05/14/2025

  We installed a new system at no charge to the client on 4/3/25.

• Initial Complaint

  Date:05/31/2024

  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.

  On 10/16/2023 I agreed to a contract with Donnelly's to replace my residential air handler unit and heat pump unit. This job was completed on 10/16/2023 and required Donnelly's to come back to because the unit was not wired correctly.On 5/21/2024 my air handler stopped working within hours of running the air conditioner for the first time since the unit was installed. On 5/22/2024 Donnelly's technician diagnosed the problem coming from the condensate pump being improperly wired to a 220V outlet. As a result, the condensate did not drain and ended up damaging a majority of the electrical components in the air handling unit. On 5/25/2024 Donnelly's technician replaced some of the electrical components in the air handler, but could not complete the repair since more damage was done to the unit than originally diagnosed. Donnelly's agrees that all of the above problems are covered under warranty. I also have a one (1) year lemon warranty to replace any unit that never functions as intended. I believe this unit should be replaced at this point since they cannot get the required parts and a majority of the electrical components have been damaged. However, Donnelly's will not return my phone calls asking for an update on the parts and a timeline on the repair. Donnelly's has consistently never fulfilled promises to return my phone calls throughout this painful experience.

  Business Response

  Date: 06/28/2024

  We completed an installation of a new unit on 6/7/24 to replace the non-functioning unit.  ********* to replace was on back order, that is why we installed a new unit.  In addition we gave ****************** a free 1 year membership.  

  This matter has been settled.

   

• Initial Complaint

  Date:05/02/2023

  Type:Product 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.

  [Business reached out and provided solution. Thank you both BBB and ************* for resoling the issue.]
  
  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. 
  
  Regards,
  
  *************************
  
  

  Business Response

  Date: 05/05/2023

  We have come to a successful resolution with the client and refund was issued. 

• Initial Complaint

  Date:04/14/2023

  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.

  [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. 
  
  Regards,
  
  *******************************
  egard to throwing the dirt and stones all over the basement ,for such a long time the excessive dust has weighed heavily on our mental stability. The company has to repair our sidewalk slabs one which was broke and another slab was cracked which has been dragged out for all this time to be repaired and still waiting. The constant lying from ******************* of dates for this project to be completed has really overwhelmed us. For the amount of money/quality of work and mental anguish we've endured we feel the company owes us money back or have our air ducts/vents cleaned since we will be required to have our ducts cleaned and a major cleaning to our home. PLEASE HELP!!

  Business Response

  Date: 04/21/2023

  Firstly, we apologize for the concerns caused on our initial visit and have relayed our apologies to the customer.
  We have rectified these concerns by redoing our work at no additional charge. This work is completed and was done with close manager oversight to ensure accuracy and proper functionality.
  Additionally, we have reimbursed the customer for their concerns in the form of check refunds and paid to have their concrete repaired which is now completed. We also had the excavator return to address the concerns with the yard.
  We are still in communications with the customer and are fully prepared to provide a duct cleaning and home cleaning service at no additional charge  we are pending the customers schedule to have completed.
  These accommodations were made to honor our customer satisfaction guarantee.
  We can provide invoices, photos, etc. showing our accommodations if necessary.
  Thank you,

• Initial Complaint

  Date:04/14/2023

  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 purchased a $9000 Lennox HV** unit from Donnelly's in Aug 2018. Financed through ******* ******* and I'm still paying for it.Every spring since the unit was installed we turn on the unit and the ** does not work. Spring 2019 -Service said it was a leak and added a dye to find a leak, tech came back, no leak. Added coolant, and unit worked remainder of the season. We were given a faulty unit from the beginning!!Spring 2020 - Turned on the **, it didn't work again. Came out, tech tries to blame customer due to a dirty filter etc, added coolant. Unit worked remainder of season.Spring 2021 - Turned on **, it didn't work, same scenario.Spring 2022 - Turned on **, didn't work, same scenario, tech tries to blame customer. I was livid and spoke with a manager who arranged free annual service for the unit for as long as I own it.Spring 2023 - ** DOES NOT WORK AGAIN! I WANT THE **** REPL**ED! It is under warranty and we've been jerked around long enough, the entire HV** unit needs to be replaced. I am still paying for this faulty unit.

  Business Response

  Date: 04/28/2023

  Firstly, we apologize for the concerns and situation this client is in.
  We have been working through this concern with the client and have made multiple attempts to resolve.
  Below is a rundown of our findings each year:
  2019 the refrigerant charge on the unit was low and we tested for a leak. Upon further inspection, no leak was found. We charged with refrigerant and the system performed.
  2020-2022 we advised that the unit needs regular maintenance,which upon subsequent inspections verified was not being done. Environmental factors were found to be affecting the operation of the unit for example: the dryer vent was discharging onto the outdoor unit, overgrown landscaping around the outdoor unit, replacing air filters as needed. These maintenance items are responsibility of the homeowner.
  2023 upon our inspection we found that a power surge occurred which affected the capacitor and defrost control board. Power surges are not covered under manufacturer or service provider warranty. Even though this is not a warranty item, we agreed to fix at no cost for client satisfaction. Additionally, we performed an extensive leak search using specialized equipment and no leak was found. During this visit, the field supervisor/technician walked through the inspection with the client and showed them there was no leaking or additional concerns outside of the damage caused by the power surge.
  Regarding the clients request for new equipment, there has been no indication that anything is wrong with the equipment they have. We have made numerous accommodations to ensure satisfaction, most notably being free maintenance evaluations annually to ensure the equipment is working properly.