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:12/19/2023

  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.

  We had trouble with our furnace . It would work and then stop. We had Plasters HVAC come in December 10,2022 & the service man dusted off flame censor & replaced weak capaciter. The furnace worked. Plasters charged $125 service charge & 4114 for part. Total $239.00 bill. **** ******* was the service man. Then on February 7, 2023 the furnace stopped completely. Plasters sent out ***** ***** on 2/7/23. He came with another man who he was training that day. He wrote out a bill with 3 things that could be the problem. We chose the cheapest part to try first. If all 3 parts were replaced it would total about $1400. ***** said we probably need to replace the furnace. ***** said if we bought the part, a collector box, $230.—that Plasters would take back the part when we get the new furnace. ***** was supposed to give us pricing on the new furnace but he took months. Before we went ahead we wanted to be sure they would take back the collector box. I called numerous times to speak to the owner *** Plasters. After a few calls and leaving him messages about the collector box he spoke with me. When I told him ***** said Plasters would take collector box back Ben said he would check with *****. *** did not get back to me. I called again & finally spoke with him & he said he would NOT take the part back. So my wife & I didn’t trust them & did not want to buy an e pensive furnace from them if they said one thing and then reneged. We bought a furnace from someone else that was $1,000 less than the quote from Plasters. They removed the perfect collector box. We tried returning the new clean collector box & Ben Plasters refuses to take it back. He keeps sending threatening invoices demanding $230.00 The furnace NEVER went on so the collector box is unused . It’s brand new.

  Business Response

  Date: 12/26/2023

  To Whom It May Concern:
  
  On Saturday 12/10/22 We received a No Heat call from *** *******. The technician checked all Amp Draws, Gas Pressure, Pressure Switch, and Cleaned the Flame Sensor. He found and replaced a Capacitor, found Inducer Assembly loose and tightened all screws and cleared Drains. System heating at this time. The Invoice #***** was for $239.00 which included the Capacitor for $114 and The overtime Service Fee of $125 (which was stated to the customer, that weekend rates apply). Paid with Ck#****.
  
  On Tuesday 2/7/23 We received a call from *** ******* that the Furnace was having trouble starting. The technician was shown a viedo provided by the customer of the Furnace making an odd noise. The technician turned the Furnace on and fired it off with no issues. Allowed the Furnace to run and checked Amps and Voltages. The technician was unable to duplicate the issue the customer took a video of. The Invoice # 11949 was for the Service Fee of $89.00 and also 1 Hour Labor to test/diagnose for $140. Total Invoice $229.00- paid with Ck# 5263The technician recommended and priced to replace the following: Leaking Collector Box $230.00, Smart Gas Valve $826.00, and Control Board $366.00. The customer chose to have Plasters HVAC replace the Collector Box, since it was the least costly part. The technician ordered the Collector Box on 2/7/23 and it was a Special Order and backordered.
  
  On 5/8/23 The Collector Box come in at the supply house and the customer was contacted to schedule installation.
  
  On 5/15/23 The Collector Box was installed and found the ********* Control Gas Valve needed replaced. The customer requested a Quote to replace the Furnace.
  
  On 5/16/23 The Invoice # ***** was mailed to the customer for $230.00- for the installation of the approved Collector Box.
  On 7/14/23: Mailed & E-Mailed Invoice #*****
  On 8/24/23: Mailed & E-Mailed Invoice #*****
  On 10/3/23: Mailed & E-Mailed Invoice #*****
  On 11/20/23: Left VM message, Mailed & E-Mailed Invoice #*****
  
  On 5/31/23 The Estimate to replace the Furnace was emailed to the customer. 
  
  On 6/22/23 The customer responded to the emailed Estimate and requested a Quote for a cheaper Furnace Option as they didn't expect to be living at their house very long.
  
  On 6/26/23 The Updated Estimate was Emailed to the customer with another Furnace Option added.
  
   In response to the customer, we have listed the last service the was requested at *** ******* residence, and each service requested and came out to same day requested to assess the issue. The Part that was replaced was cracked and leaking and special ordered and installed per request of the customer. After speaking with *** *******, I, Ben Plasters explained that the Special Order Part had been installed for 6 months, and are unable to return it, per the Manufacturer of the Part. The only thing that has been sent to the customer has been Invoice # ***** for $230.00 that is Past Due and due Upon Receipt. 
  
  Thank you,
  
  *** Plasters
  
  PLASTERS HVAC

  Business Response

  Date: 01/16/2024

  To Whom It May Concern:
  On Saturday 12/10/22 We received a No Heat call from *** *******. The technician checked all Amp Draws, Gas Pressure, Pressure Switch, and Cleaned the Flame Sensor. He found and replaced a Capacitor, found Inducer Assembly loose and tightened all screws and cleared Drains. System heating at this time. The Invoice #***** was for $239.00 which included the Capacitor for $114 and The overtime Service Fee of $125 (which was stated to the customer, that weekend rates apply). Paid with Ck#****.
  
  On Tuesday 2/7/23 We received a call from *** ******* that the Furnace was having trouble starting. The technician was shown a video provided by the customer of the Furnace making an odd noise. The technician turned the Furnace on and fired it off with no issues. Allowed the Furnace to run and checked Amps and Voltages. The technician was unable to duplicate the issue the customer took a video of. The Invoice # 11949 was for the Service Fee of $89.00 and also 1 Hour Labor to test/diagnose for $140. Total Invoice $229.00- paid with Ck# ****The technician recommended and priced to replace the following: Leaking Collector Box $230.00, Smart Gas Valve $826.00, and Control Board $366.00. The customer chose to have Plasters HVAC replace the Collector Box, since it was the least costly part. The technician ordered the Collector Box on 2/7/23 and it was a Special Order and backordered.
  
  On 5/8/23 The Collector Box come in at the supply house and the customer was contacted to schedule installation.
  
  On 5/15/23 The Collector Box was installed and found the ********* Control Gas Valve needed replaced. The customer requested a Quote to replace the Furnace.
  
  On 5/16/23 The Invoice # ***** was mailed to the customer for $230.00- for the installation of the approved Collector Box.
  On 7/14/23: Mailed & E-Mailed Invoice #*****
  On 8/24/23: Mailed & E-Mailed Invoice #*****
  On 10/3/23: Mailed & E-Mailed Invoice #*****
  On 11/20/23: Left VM message, Mailed & E-Mailed Invoice #*****
  
  On 5/31/23 The Estimate to replace the Furnace was emailed to the customer. 
  
  On 6/22/23 The customer responded to the emailed Estimate and requested a Quote for a cheaper Furnace Option as they didn't expect to be living at their house very long.
  
  On 6/26/23 The Updated Estimate was Emailed to the customer with another Furnace Option added.
  
  In response to the customer, we have listed the last service the was requested at *** ******* residence, and each service requested and came out to same day requested to assess the issue. The Part that was replaced was cracked and leaking and special ordered and installed per request of the customer. After speaking with *** *******, I, Ben Plasters explained that the Special Order Part had been installed for 6 months, and are unable to return it, per the Manufacturer of the Part. The only thing that has been sent to the customer has been Invoice # ***** for $230.00 that is Past Due and due Upon Receipt. 
  
  Thank you,
  *** Plasters
  PLASTERS HVAC