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:10/04/2022

  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.

  I called VT Energy to fix my broken heat pump. On 9/21/21, I took a half personal day from work for a VT Energy technician to work on the heat pump's outdoor unit for 3 hours to tell me he thought he was here for a cleaning, that he did not have time to fix the heat pump and that I would have to set up another appointment. I told him I never requested a cleaning; I requested a repair and that I just took a half personal day for nothing to be achieved. I called VT Energy that day and stated that I took a half personal day from work, that the techinician thought he was here for a heat pump cleaning when I requested a repair and now I have to schedule another appointment, which is another half personal day from work. We rescheduled. On 10/12/22, I took another half personal day from work for the heat pump repair in which the VT Energy technician was here for another 3 hours. He said he found a pinhole leak in one of the hoses (3/8" lineset) and that he did not have time to repair it that day. He left the outside unit's hose hanging off the unit. I called VT Energy and complained that I had taken two half personal days to not get the unit fixed. I said I did not want them to come to finish the job and that I did not feel that I should have to pay for the services. I received an invoice from VT Energy in the amount of $492.00. I called VT Energy and said I did not feel that I should have to pay for this bill because in six hours (and two half personal days of my time) only a diagnosis was achieved. I hired ProHeat that repaired the unit in 5 hours (when it took VT Energy six to diagnose the problem). Upon arrival, this new company found that the outdoor unit to the heat pump had both the 1/4" and 3/8" linesets removed and they were missing and the disconnect had been broken off internally. That bill came to $1023.94 when VT Energy charged me $492 to not only not fix the unit, but to remove and take parts, and to cause damage, costing me more money.

  Business Response

  Date: 10/14/2022

  Hi ****, I am sorry that we did not meet your HVAC needs in September and October of 2021.  We have been in business since **** and this is our first BBB complaint and we accept your request to waive the outstanding invoice.  If there is anything else you would like to discuss please do not hesitate to reach out to us.

  Customer Answer

  Date: 10/14/2022

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

  I would like to ensure that there will be no negative posting/publicity made against VT Energy as **** is a new owner in the last four weeks, he has no control over what happened before he purchased VT Energy and he is willing to waive this invoice. I appreciate ****'s response in this matter. 

  I would like to thank everyone for their reponses to this issue.

  
  Regards,
  
  *************************