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:01/21/2025

  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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution offered is not acceptable, but is probably the best Neerings is going to offer.

  i will forward Neerings the invoice from Power Systems West for their service and will expect half of the invoice cost to be paid me by Neerings within 1 week.

  I am disappointed in their response and will not recommend them.

  
  
  
  Sincerely,
  
  
  
  ***** *****

  arranty however the labor is not and would cost between $700-$1000 and that would be the responsibility of the generator owner.”
  
  I have repeatedly texted messages Mark ***** asking Neerings to pay for the labor to install this new controller, especially with the problems I have faced keeping it running, with no response. Additionally I sent Certified letters to both Nik *******, Sales Manager, and to Nick ******, Service Manager. without response from either.
  
  I request Neerings extend me a full refund of all monies paid so I can move on and get a generator that will work; or Neerings can give courtesy replacement of this generator with a ******* of the same size and capabilities. At a minimum, I request that a ****** factory technician service/thoroughly inspect the generator, and any necessary repairs be completed at Neerings expense. I do not believe my request for free diagnostics/repair, and a new extended 5 year parts and labor warranty, all covered by Neerings, is unreasonable.

  

  Business Response

  Date: 01/24/2025

  
  
  Subject: Acknowledgment of Your BBB Complaint
  

   

  Dear Mr. *****,

  
  Thank you for bringing your concerns regarding your backup generator to our attention through the Better Business Bureau. Please know that we take customer feedback very seriously and are currently reviewing the details of your complaint.
  Our team is working to assess the situation, and we will reach out to you shortly to discuss a resolution. We appreciate your patience and understanding as we work to address your concerns promptly.
  If you have any additional information you'd like to share in the meantime, please don't hesitate to reply to this email or contact our customer service team directly.
  

  Sincerely,

  
  The team at Neerings Plumbing, Heating & Electric

  3495 S 300 W SLC Utah 84115

  801-467-3951

  

  Business Response

  Date: 01/27/2025

  (1) I had a generator installed by Neerings in late 2021 for peace of mind during outages. Originally, I asked for installation of a *******, but Neerings found a ****** and talked me into installing it. 
  -During this time in 2021 there was a large manufacturing shortage and this was the only generator available in a short time frame. Customer chose as signed off on the installation of a ****** 
  
  
  (2) I was assured of reliable performance. 
  -****** is a well-known, reliable brand in the industry and comes with a manufacturer warranty. 
  
  
  (3) Since that time, I have had repeated, extended periods where the generator has not run. The ****** App only shows 46 hours of run time since it was installed. That small amount of run time is evidence of the long, repeated down time and failure of this unit. 
  -This is a backup generator and is designed to only operate when primary power goes out. This run time can also be reflective of the amount of time primary power was unavailable and the generator kicked on.
  
  (4) Twice, since purchased, the coolant hose has had a leak, and shut down the generator. 
  -Neerings resolved this at our expense (tightening a loose connection from the ****** Factory), despite not having any responsibility for internal parts of the generator. Per the invoice and standard install procedure of a new generator, Neerings was responsible for setting the generator in place, upgrading the gas meter, running the gas line, connecting the gas to the generator, and setting up the mobile link controls. On 10/7/21 the generator was commissioned (inspected, started, ran, & tested ) by a Certified ****** Technician employed by Power Systems West. All engine and electrical components within the generator housing are manufactured and assemble by ****** and come with a ****** Manufacturer's Warranty. 
  
  (5) A new generator, at this cost, should not have this issue. Now I find myself with a generator that has not run since early in December. No one has been out to see the generator or run diagnostic tests. 
  -Neerings has record of being on site several times to service the generator, diagnose Wi-Fi connectivity issues and act as a go between, ourselves as the installer and Power Systems West as the certified ****** technician that commissioned the unit and is responsible for any repairs or warranty issues per the manufacturer warranty policies. Most recently we hardwired the controls due to unreliable Wi-Fi connectivity at our cost. Further more, the customer was advised in writing of the warranty repair needed on December 18th and it has not been resolved due to the customer not approving the warranty labor required.
  
  
  (6) On December 18, 2024, Mark ***** of Neerings texted me the following: “After finally getting ahold of the generator Technical support they said they believe that the controller has gone out. It is under warranty however the labor is not and would cost between $700-$1000 and that would be the responsibility of the generator owner.” 
  -Customer sent screen shots of Error codes and we forwarded those to ****** Technical Support and they advised they wanted to do a warranty replacement of the controller which under their policy a Certified ****** Technician will need to perform. (Power Systems West) The parts will be provided but the customer is responsible for the labor. Power Systems West told us labor cost will be between $700-$1000. 
  
  
  (7) I have repeatedly texted messages Mark ***** asking Neerings to pay for the labor to install this new controller, especially with the problems I have faced keeping it running, with no response. 
  -Mark is a field technician with a private number. He may or may not be working. All inquiries should be directed through our main office line so we can respond immediately. 801-467-3951. Mark also advised the customer to contact
  
  (8) Additionally, I sent Certified letters to both Nik *******, Sales Manager, and to Nick ******, Service Manager. without response from either. I request Neerings extend me a full refund of all monies paid so I can move on and get a generator that will work; or Neerings can give courtesy replacement of this generator with a ******* of the same size and capabilities. At a minimum, I request that a ****** factory technician service/thoroughly inspect the generator, and any necessary repairs be completed at Neerings expense. I do not believe my request for free diagnostics/repair, and a new extended 5 year parts and labor warranty, all covered by Neerings, is unreasonable. 
  -With the details provided above you can clearly see the scope of work and responsibilities of Neerings as the installer, as well as the responsibilities of Power Systems West (Certified ****** Tech) and ****** as the manufacturer. Neerings has gone above and beyond to help the customer and resolve issues that have been out of our scope of our responsibility. Neerings does not assume any responsibility for defective manufacturer parts still covered under warranty. 
  
  
  We are willing to help the customer out by covering 50% of the $700-$1000 warranty labor cost for the control board as good will. This work will need to be performed by a Certified ****** Technician employed by Power Systems West.  
  
  
  
  
  
  Nicholas *******
  (Sales Manager)
  Neerings Plumbing & Heating, Inc.
  Office: 801-467-3951
  
  

  Customer Answer

  Date: 01/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Neerings has known about this complaint since December, via text messages. And two registered letters have been sent as well.

  This is NOT an acceptable response.

  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:02/17/2023

  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 hired this business to make plumbing repairs on my business property. I was clear from the beginning that the work needed to be complete prior to December 23, 2022, because my business could not operate without the necessary repairs, and 60% of our annual revenue is earned during the winter holidays. Neerings not only failed to complete the repairs on time, they did not even start the work until 2-1/2 days after it was supposed to begin. In fact, none of the work was completed prior to December 23. Neerings ceased work more than 1 week later, and had to be called out to fix issues on four different occasions. Even after this, a portion of the repairs were never completed, and Neerings failed or refused to complete the work, which resulted in the business' main restroom to be unusable. It remains so to this day. My business made payment of 90% of the invoiced amount, and withheld $2,300 while negotiating a discount to compensate my business for Neerings failures and incompetence. After the business contacted Neerings to seek a discounted fee due to their failure to perform the work on time, and in a professional manner, Neerings hired an attorney to force me to the business to pay the remainder, despite the fact the amount was in dispute. Then, even after my business paid the remainder, under protest, to avoid a construction lien, Neerings filed a wrongful construction lien seeking attorney fees and costs, even though **** law prohibits the inclusion of attorney fees and costs in any construction lien.

  

  Business Response

  Date: 02/20/2023

  All contractual obligations have been fulfilled. As soon as she pays in full and **** is compensated for his collection fees the lien will be released. This must go through our attorney **************************