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Business Profile

Plumber

Pioneer Heating, Cooling, Electrical & Plumbing, LLC
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Pioneer Heating, Cooling, Electrical & Plumbing, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Pioneer Heating, Cooling, Electrical & Plumbing, LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/31/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
       
      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.

      Sincerely,

      ****** *****

      Business Response

      Date: 04/02/2025

      Customer called in about kitchen sink we installed backing up on Saturday March *******. We did not send a technician on Saturday or Sunday because we did not have emergency services available. We returned to the customer's home on Tuesday April 1, 2025 to correct the issue. When our technician arrived on site, we tried to replicate the issue and we could not. This is no longer an issue and customer is satisfied. Invoice summary of findings is attached. 

    • Initial Complaint

      Date:05/14/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.

       
      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.  I have spoken to and worked with ********************************************* at Pioneer who is the ****  Our resolution is as follows:

      $600 from the Leak Search and Repair ($2131.00)
      $420 for the Refrigerant
      $239.76 for the Maintenance Plan 
      Total of refund is $1259.00 that will go back on your credit card. 

      I have accepted this resolution with ********* and upon credit card refund I consider this matter closed.

      Sincerely,

      *******************************

      Business Response

      Date: 05/17/2024

      At Pioneer, our goal is to give 100% customer satisfaction at all times. ***** was great to work with and we have agreed upon a refund for more than was requested in this complaint. 

    • Initial Complaint

      Date:03/03/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
       
      Complaint: 19527149

      I am rejecting this response because: that is incorrect information, it has not been settled and you NEVER replied to any of my husbands attempts to communicate with you directly. and you dont even have the name correct. Weve actually spoken with a lawyer and he feels this case is worth a lot more so we will be pursuing legal action at this time. My husband and his lawyer will be reaching out. 

      Sincerely,

      *******************************

      Business Response

      Date: 03/06/2023

      It is our goal to give 100% customer service to all of our customers and unfortunately when we installed this unit there was an issue and we took full responsibility for the faulty installation.  .  However,  as soon as we were alerted of the issue at hand and sent out tech out to see it, we immediately had a ******************* out to clean up and begin the remediation process.  We then urgently filed a claim, as per procedure, with our ***************** to start this process for the customer.  Constant Contact was made with Mr ******* during this time by our insurance company. Unfortunately ,when we turn this over to our ***************** they take over and are the communicators in each claim. While this can be frustrating, it is unfortunately out of our hands at that point.  Per our ***************** it was our understanding that the customers accepted the settlement and the case was closed and all parties were fine.  

      Business Response

      Date: 03/15/2023

      I am rejecting this response because: that is incorrect information, it has not been settled and you NEVER replied to any of my husbands attempts to communicate with you directly. and you dont even have the name correct. Weve actually spoken with a lawyer and he feels this case is worth a lot more so we will be pursuing legal action at this time. My husband and his lawyer will be reaching out. 

      Sincerely,

      *******************************

      Again as was stated in our last response,it is always our goal to give 100% customer service and in this instance we did not. We are in fact truly sorry for the inconvenience this caused.  We did acted upon this instantly when made aware of the issue and started the process with restoration and our insurance company.  As I stated before we certainly understand the frustrations that can come from the delays of Insurance settlements- they are lengthy in many cases. At this point, *****************- this is in fact the name that the account is under in our system- was communicated with and instructed that our ***************** would further continue contact.  On several occasions he spoke directly with our GM into which he transferred the information given to our ***************** and a settlement with our ***************** was agreed upon and given to the home owner. All of this was continued through our insurance company.   

      Sincerely- 

      ******************************************* - Pioneer Home Services 

    Pioneer Heating, Cooling, Electrical & Plumbing, LLC is BBB Accredited.

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