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:03/13/2025

  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.

  On January 29th 2024 I had the **** plumbing replaced with pex tubing. There were several issues the first day. The tubing came off the hot water heater about 15 minutes after they left. They came back and fixed it right away. Two hours later I attempted to wash a load of laundry but the hot/cold lines were reversed. The shut off valves were placed so tightly against the wall that the valves couldnt turn whatsoever. They returned the next day to again fix a problem. In July we received a notice from the water department that we had abnormal water usage. We had been away from home for most of the summer at this point so we were not concerned about the notice. However, in August we received notice again about the water usage. We called Air Rescue to come out and look into the issue. They found the the shark bite that connected the old plumbing to the new pex had failed and had been spraying pressurized water directly from the hot water heater. The water and steam has caused extensive damage to the home. ******* ******** with *********************** services came out and provided an estimate to repair the home. This estimate was $128,000. We have contacted the owner of Air Rescue, **** ****. We tried to see what could be worked out, but he is no longer answering or returning phone calls.

  

  Business Response

  Date: 03/14/2025

  Work was completed January of 2024, we were notified of a leak September by 2024. In January and February of 2024 we did have  a few days of freezing temperature which is possible for the shark bite to have failed. Act of God is not covered under warranties however we did repair the water leak at no charge to the customer. Customer was given the information to contact the company a shark bite to make a claim they refused to do that. With the amount of damage that they're saying that a busted shark bite caused would had to been over thousands of gallons of water to flood the whole underside of the home. Also if leak would have occurred in September they would not be that much water damage from the shark bite with a pinhole spraying out water. The initial calls was a busted pipes which could cause most of the damage as you can look and see the older damage in the pictures. Also the ground was dry except the one spot where the shark bite was leaking. Also if you notice in the pictures where the leak is there is no mold which gives the indication that is prior damage. 

• Initial Complaint

  Date:09/29/2023

  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.

  On 8/15/2023 lightning struck my AC unit outside. I called ***************** and he sent someone out the next day. They assessed the damage and assured me it was indeed lighting that struck my ac unit gave me a quote and I paid my fees at that time. I have only been in my home for 5 years, so my unit is fairly new. I was made aware by friends and family that this situation may be covered by my home insurance. I did speak with HomeFirst, and they did in fact say it was covered. I called ************ on 8/24/2023 and informed him that I would need to get documentation to support my insurance claim. He assured me this wouldn't be a problem to send them over and he would fill them out I sent forms by email on 8/26/2023. I have tried multiple times to reach ************ about my claim by phone (he won't answer) even left voicemail and text messages with no return call. So, I called the tech who work on my unit 8/11/2023 and then an invoice text was sent with one form not filled out completely. I sent an email on 8/12/informing him that all documents were not complete. He did respond by asking me to have my company to send the original email directly to him so that he could fill out and send back on 9/13/2023. HomeFirst has decided to close my claim due to not receiving the supporting documents. So, I sent another email on 9/26/2023 with no response from the company. The forms I have attached is all he sent me through the invoice text he uses.

  

  Business Response

  Date: 10/11/2023

  We have emailed her back the form that she said her insurance company required her to have filled out. We answered that in the best of our knowledge. We stated it was storm related because it was working before the storm and not afterwards. They wanted me to say it was hit by lightning directly and I cannot do that. Even when the insurance agency called they tried to get me to say that it was a direct hit by lightning and I refuse to do so. We made the necessary repairs system is working it does have a 1-year warranty on it for the part that we put on. And I'm not going to commit insurance fraud for anyone.