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:03/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 October 28, 2024 Quantum came to our home to discuss options for a new fireplace system. On that day we paid them $1199.99 for variable flame kit valve plus $125 for service. They came on November 5 to install the system and that day we paid an additional $487 for labor ($195 an hour). On November 12 the system they installed stopped working. We called the company and the owner, Josh, told us we probably broke the remote by pushing the button to hard and then yelled when I said this was not the case and also offensive. It turns out the control box melted because it was installed incorrectly. On January 15, 2025, after many painful interactions of being yelled at by Josh while trying to get the issue fixed, his staff finally came and replaced our remote box. This lasted about 2 weeks in which we used it 4 times before it wouldn't turn on anymore. I noticed the wires were frayed. Josh told us a mouse probably chewed on it. We do not have mice and nothing else in our home looks chewed on. Clearly it was installed incorrectly. He also refused to speak to me and would only speak to my husband which is ridiculous and sexist. He has since ignored messages from me and from my husband and will not fix the issue or refund the money. I don't actually feel safe with Josh in my home due to his anger issues and do not want to see him again. I want my money back as the product he installed does not work and his company is terrible to work with and he has harassed us by shouting at us on multiple occasions as well as blaming us for his companies mistakes. I also do not want anyone else to have this stressful situation and feel his company should be looked at as they are doing work for which they are not trained and licensed. We have had other companies look at the work her did and they are horrified and told us they will not work on it because what Quantum did is not up to par and we would need to entirely replace the system. We want our money back so we can do this.

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have an HVAC cooling issue issue, I called Friday afternoon and they were there within an hour, which was incredible, I should’ve known it was too good to be true. Technician Joshua G. Showed up and was polite, I have a young child that wasn’t able to sleep well because of the heat. After service I paid $340 for nothing and was told my control board was bad and got quoted $1200, I asked for a parts list and got nothing and was told “it will be on your file when you’re ready to repair the unit“. I work in the commercial field and have worked with a lot of different HVAC companies over the last 15 years and after this terrible experience, I called one of my contacts and after an 11 minute phone call, we got the unit running and it was a wire that was crossed, I called this company as this was a personal home issue, so beware of this company as they do not seem to be practicing ethical business practices, I’ve already told many of my friends and I will let all of my commercial contacts know to never use this company as they do not provide ethical business.

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Quantum Heating and Cooling /Joshua G****** *** ***** **** ** Stansbury Park, UT 84074
  installed an American Gas Log Fireplace unit in our home. June, 2023. We had paid them about $4000.00 in March, but they had excuses why they could not come earlier than June. From the start there were problems with the pilot light shutting off. Their technicians came out and said we needed new batteries although the unit had not been used much during the summer. Charge @200. This did not solve the problem. A phone call to J. G****** resulted in assurances that they would remedy the problem. We did not discuss the cost. They installed a small device to protect the pilot light from the wind supposedly. There was a strong odor of gas. The pilot light continued to shut off. I called them March 30 to ask about the pilot light and J. G****** responded with a string of obscenities and insults. He was menacing and rude. Today Dominion Energy came out and determined that there are gas leaks in the system; they sealed it off and suggested that we call a different company. Looking at your website I see that there have been similar complaints about Quantum Heating. Please advise us on how we can resolve this problem. We are truly afraid of J. G****** as he sent us a string of unhinged messages and we are an older couple who have been insulted by this man's deranged demeanor. The Park City Fire Department has been contacted and if we receive further communications of an obscene nature from J. G******, we will have to inform the Park City Police Department as well. We have seen shots of the messages from J. G****** which may be of interest to the BBB. Thank you.

  Customer Answer

  Date: 04/04/2024

  I have additional information to add to the complaint already submitted.  ID # ******** against Quantum Heating and Cooling.

  
  

  The company failed to remedy problems with the pilot light.  They insisted that the pilot light was blowing out from downdrafts through the chimney.  The remedy would be to install a cap on the chimney for approximately $800.  However, the roofing company inspected the chimney and photographed the chimney showing that there was a cap and other equipment already in place.  The technician from the roofing company photographed the existing equipment and certified that it would be sufficient to prevent downdrafts.  

  
  

  The gas company also visited our home and wrote a report saying that there were problems with the gas log insert which were causing gas leaks.  They turned off the gas at the source outside the log insert sealing it with a sticker saying that the gas log insert should not be activated.  

  
  

  As stated in the original complaint, Joshua G****** with Quantum, when asked to remedy the problem subjected us to a tirade stating that we were stupid old people.  He used unacceptable language including the word "****" at least 20 times.  

  
  

  We are entrusting BBB to transmit our complaint to Quantum Heating and Cooling for a speedy resolution to this unpleasant situation.

   

  Thank you for your attention to this matter, 

   

  Here are the photos of the chimney.  The roofing company representative assured me that the cap system would prevent the wind from blowing out the pilot light as asserted by Quantum Heating and Cooling.  Their representative tried to sell me an $800 cap when we already had one. I hope that BBB will be able to resolve this very unfortunate matter.  Quantum has been extremely uncooperative and rude.  Thank you.

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The state taxes in our area are 7.25%. The invoice we received listed taxes as $32.40 on a $269.99 bill, which is 12% and well above the 7.25%. When we asked about the price difference the owner, Josh, verbally abused my wife and I. He used every expletive in the book and threatened us. He made vile sexual references to my wife and called her horrific names. He then hung up and proceeded to call us three more times and simply verbally abused us for the entirety of those calls. The 12% tax is fraud and his abusive and harassing calls were very unprofessional.

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Quantum HVAC came to our residence on Feb 12 2024, to diagnose and repair a fireplace. They spent less than 5 minutes diagnosing and recommended an $1100 repair (parts + labor). This did not solve the problem, so I had to call them again to come a second time. They recommended another solution and asked me to pre-pay for the parts. After they left, I contacted an authorized manufacturer technician who came and evaluated the fireplace. They said that the new parts were not correct, nor were they correctly installed. When I called Quantum to cancel the part order, the owner was gruff but said he would refund the part. Today (3/14), I called again and the owner began screaming and cursing at me, calling me curse words and homophobic slurs and then threatened physically violence against me, since he knows my address.
  
  I have filed a report with the police, but there is no recording of the call, so there is little that can be done. Quantum has since texted me to try and refund the last part, but I am awaiting legal counsel before communicating with him again.