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:

  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.

  Estimate #******** Date: 10/04/22 Cost of Electronic Air Cleaner: $2206.75 In the fall of 2022 I asked Marrs Heating and Air Conditioning if a Electronic Air Cleaner would make my home air cleaner. They provided an estimate and work was completed. I did have a company come out and clean all ducks in the house during that same time. In a prior home I had an Electronic Air Cleaner and was happy with it. Electronic Air Cleaner filters need to be cleaned every couple of months. Since it's installation in October 2022 this *** has never needed to be cleaned. I have had numerous conversations with employees and the office staff regarding my concerns. They just blow it off. They have sent a technicians to check it out and they say everything is fine. I pay Marrs every year to come in and clean my entire system. The filters never need cleaning. In early November ******************************************************************* the front window. The massive amount of particles that were illuminated by the sun was unbelievable. I called Marrs and they scheduled a technician who came out on November 19, 2024. That technician said Marrs would send out someone to inspect my air. I sent Marrs emails on November 13, 2024 and December 2, 2024 asking when the air inspector would be out to inspect my home. I received emails back telling me they are really busy. To this date I have not received any correspondence from Marrs except for advertising. The system they installed is not working and has never worked properly. They did not install a working system.

  Business Response

  Date: 02/20/2025

  ****** and ****** have resolved this Matter. ****** has agreed to refund the entire amount paid for the electronic air cleaner, and will be installing a MERV ******************* place of the electronic air cleaner. ****** team members now have the parts required in stock and will be reaching out to schedule this today for the client. 

   

  Thank you!

• Initial Complaint

  Date:12/12/2024

  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 am a single mother who is currently going to school and working while caring for my two kids. To say that finances are tight is an understatement. I set aside money for a couple of months so I could afford to have my gas fireplace cleaned. It was working perfectly and I hadn't had any problems with it. It just hadn't been cleaned in several years and I was concerned it could become a safety hazard.Marrs came and cleaned it on October 7th, 2024. It cost $216.91 and took about an hour. The tech guy pushed a yearly membership for cleaning the fireplace, hard. I had to decline several times before he would let it go and accept my answer. This gas fireplace is our sole source of heart and afterwards, the fireplace doesn't heat my house like it used to. Even when I have the fireplace running all day long, it never gets above 65 degrees in my house! My kids and I are always cold and wear our coats in the house now! I've been forced to study in a sleeping bag just to stay warm!I contacted Marrs to have them come fix it and they say it's not their fault that it's not working properly. They said they would come look at it but if they found anything it would cost me $200 for the first 1/2 hour. It sounded like I was most likely going to be charged no matter what. I had to wait to save up some more money. I finally was able to schedule Marrs to come out and look at it again on November 27th. The tech guy was running late and they pushed back my appointment a few hours. I spent all day waiting for them. Then the tech guy called me and basically told me that if he came to my house there was nothing that he could do to help me and he would charge me $200 just to show up.Marrs has told me that they don't sell this particular fireplace and are unfamiliar with it. They tried to tell me that it doesn't have a fan which it does. I'm really confused why they agreed to work on a fireplace they don't know anything about.I want a refund for damaging my fireplace.

  Business Response

  Date: 12/19/2024

  Thank you for reaching out and sharing your concerns with us. We want to express our sincere empathy for the situation youre facing, especially as a single mother balancing school and work while caring for your children. We understand how important it is for your home to be warm and comfortable, particularly during this time of year.

  We want to clarify that there seems to be some conflicting information regarding your account of the events. Our records indicate that during your initial call, you mentioned that we had installed the fireplace, which led to some confusion. Our customer service representative informed you that we can service any fireplace, provided it is not obsolete and parts are available. This means that we are indeed able to assist you with your fireplace, regardless of whether it was originally installed by us.

  We genuinely want to help you resolve this issue. To that end, we have offered to re-inspect your fireplace at no cost to you. This will allow us to accurately diagnose the problem and determine the best path forward to address your concerns. We believe this is an important step in finding out what went wrong.

  Please know that our goal is to ensure your home is safe and comfortable for you and your children. We appreciate your patience and understanding as we work through this together. If you have any further questions or if theres a specific time that works best for you to schedule the re-inspection, please dont hesitate to reach out.

  Thank you for bringing this to our attention, and we look forward to resolving this matter for you.

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22679520
  
  I am rejecting this response because: I have already had another company examine my fireplace and they found it to be installed incorrectly by Marrs. I want Marrs to refund my cost for the "cleaning' of my fireplace of $216.91 and the cost of replacing the fireplace glass that was damaged by their negenance for $1,203.78. This is a total of $1,420.69.

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

  Business Response

  Date: 01/09/2025

  ****** would like to receive a copy of the invoice or estimate from the alternate provider, or alternatively ****** is happy and willing to replace all damaged components for free by a ****** Senior fireplace technician. ****** sent an email to client on 12/23/24 requesting a copy of the documented invoice/estimate, and there has not yet been a response on our requested action. 

   

  Thank You

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22679520
  
  I am rejecting this response because: I chose this response because I don't feel like this has been resolved yet. Attached you will find the estimate requested. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 01/22/2025

  ****** Heating ownership is willing to replace the Fireplace parts that have been listed free of charge. However, ****** is not willing to pay a Third-party company to replace the glass. If ****** will be taking responsibility for the repair then this needs to be done by a senior fireplace technician from ****** Heating. Please let us know if you would like to have the work performed and ****** will order the parts right away.

  Customer Answer

  Date: 01/31/2025

  Marrs has stated many times that they do not sell my brand/style of fireplace. I'm concerned about them being able to get the correct part and them being able to install it properly. I want to know what kind of assurances they can provide.
  
  I want a full refund of $216.91 I paid to Marrs to clean my fireplace as the work was not done properly. Besides the hassle of getting it all straightened out this mistake left my kids and I without heat for 2 months.

  Business Response

  Date: 02/15/2025

  ********** Ownership has authorized a full refund of $216.91 Per customer request. ****** has verified that the parts can be sourced through a supplier that will be assisting ********** with parts sourcing, even though ****** is not a dealer of this particular fireplace brand. They have agreed to assist given the special circumstances of this job. ****** senior fireplace Technician **** has been with the company for over 10 years, has serviced thousands of fireplaces of all makes and models, and graduated from ***************** with a certification in fireplace diagnostics, troubleshooting, and maintenance. He is exceptional at this job and ****** guarantees that the work will be completed in a timely manner as soon as this repair is authorized and as soon as the part arrives from the supplier in which we will be ordering the parts from. 

   

  Please let us know if you authorize ****** to order parts and schedule your work, and we will work swiftly and proficiently to get this remedied for you. 

  Thank you!

   

  -***** ****

  Customer Answer

  Date: 02/15/2025

   
  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,
  
  ****** *****

• Initial Complaint

  Date:05/29/2024

  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.

  BEWARE ... STAY AWAY. I had a huge job that went VERY BADLY after V.Pres ***** begged for me to not sign with competitor, as he needed work badly. Multiple issues onsite with Staff where ******* had to actually tell a young tech to "Stand Down" and several techs were told to stop working as they were not good techs, and several of these men had a POTTY MOUTH in my home where young GKids were during day (1 out of 3 men apologized), and had there were several issues with the Accountant. ***** actually had the audacity to ask if he should fire his Accountant he had over 25yrs, and I said NO that was not my job and was NOT my responsibility to fire anyone. Also a couple weeks later I found that several items were NOT plumbed back that were there prior to install, and I proved this with my photos, so ***** did fix, but he lost my confidence after numerous issues happened. Several items on my Invoice were also not installed, so I had to notify them.BEWARE also of AeroSeal as they spent ALL-Day at my home, and they couldn't even start the process after almost 10-hours, and V.Pres ***** did refund my money, but he actually sent me several emails trying to short me $800.00 first, but in the end gave me a check for AeroSeal.Tonight another heating company came and look at the large heating job ****** did, and I was told that MULTIPLE SHORTCUTS were taken, and when I called and emailed V.Pres ************ was told to take him to court, and then he hung up the phone. Very unprofessional, as I have proof of this of his unwillingness to correct any issue. On my Invoice it states ****** has: Workmanship Guarantee, and 1-year Buyback Guarantee, and when I emailed asking about this, I was emailed response from V.Pres ***** "Stop emailing us. We are done doing business".So this is ****** Heating unprofessional response after I spent over $55,000.00, and will find another reputable heating company, as I had the absolute worst experience with ****** Heating.

  Business Response

  Date: 05/29/2024

  I think ******* has many truthful statements in her complaint, but in within these statements there are many emotionally charged perceptions and not facts. 

  1. Our technicians did in fact use bad language on the job site. the ******* found out that the guys could be heard by ******* and he himself went to apologize. 

  2.The aeroseal process did go poorly. ******* had a duct system that would not pressurize due to a hole somewhere buried behind walls. This did in fact make it difficult and impossible to perform the work. This work was included as a free item in the contracts, and because we were not able to perform the work as stated, I did give ******* an additional $5,800 back Plus an additional $2000 + back for maintenance agreements. All of these items keep in mind were free items on the proposal, but because we were not able to satisfy her, I did refund them in order to end the business relationship. I want it to be know that we lost thousands of dollars on this job. This was certainly not a winner of a circumstance for us.

  3.As far as the shortcuts go, I do not believe that to be true. ******* claims that we did not do a proper start-up on the equipment, when in reality we do have record of setting the systems to the proper CFM and weighing in the correct amount of refrigerant, as well as performing gas pressure and temperature rise checks in both high and low heating stages. I quite literally wrote a book that is sold nationwide on how to properly install a residential HVAC system and my evidence-based approach to reasoning on this can be made transparent to anybody who asks me the right questions.

  4. I can't reason with *******, I can't get her to stop harassing us, and we are not able to come to any sort of an agreement. I will not be giving her any further form of a credit, refund, or reimbursement.

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21772438
  
  I am rejecting this response because:

  I received a call back from V.Pres ***** as I had another heating company come and look at the job. This company said several shortcuts were taken and had several concerns with the job that maybe a concern for me with how job was completed. I should have an email from this company towards end of the week with their findings. When it came to testing reports for my new heating systems, last night 5/28/24 ***** stated he had "None" to give me, but on this statement to BBB he states he has reports which is conflicting. I have emailed ***** requests for these reports on 5/28/24 and he refuses to give me anything, as I've requested reports showing "Proper Setup, and Static Pressure Tests". I was told from other company that came out that "NO testing holes" for Static Pressure Tests were ever put on any of the new heating systems installed by ****** so that in itself is proof.  I have been fair and have not requested anything but proof, and I have had red flags happen multiple times during this job, and this is concerning why ****** is not giving me any reports and is NOT standing by ****** Heating work warranty issues.

  Also today I was notified by City of Ferndale that V.President ******************* has NOT put in a permit for my Pool Room Heating system that was part of my Invoice job.  City has notified me also that ******************* did a self certification for any Permits, and this is another MAJOR CONCERN that I will need to deal with, as V.President ******************* has told me to NOT Call ****** Heating, so what am I to do???
  

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

  Business Response

  Date: 06/04/2024

  We did submit for a permit to Ferndale for the pool heater yesterday 6/3. I was under the impression that the subcontractor that had installed the pool heater had pulled the permit when they installed the equipment (This is what typically happens). We spoke with city of ******** yesterday, cleared up the issue, and submitted for the permit. ************* has what they need and were very accommodating of the mistake. No further issues on our end

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21772438
  
  I am rejecting this response because:

   
  Complaint: 21772438
  
  I am rejecting this response because:

  
  I had another company come out and they noticed that "both" these Air Filter boxes are NOT sealed, as there are huge gaps as seen on photos. When I called V.Pres ***** to let him know that a few unsealed items needed to be fixed, I was told multiple times that he was done and V.Pres ******************* up the phone. This is a brand new job that I paid over $55,000.00 for and I am told they will NOT fix both these issues. Very concerning that ****** Heating does NOT stand by their work. Please see attachment that ****** put on my Invoice stating ****** Workmanship Guarantee, and 1-year Buyback Guarantee, when I emailed asking for details on either of these V.Pres ***** told me to stop emailing and to stop calling them. How unprofessional is this, as they did the work, and I am not allowed to get my job issues resolved or be able to ask ****** any relevant questions.
  I have also asked V.Pres ***** for all reports on both my 2-Furnaces ****** Heating installed, and he refuses to forward me any of the "Start Up, and Static Pressure Reports" which is very concerning.  V.Pres ***** responded to BBB that he wrote a book regarding this, but he refuses to forward me any proof on my NEW 2-Heating Systems of any reports done, which is very concerning. ****** Heating please forward me all reports.
  
  Also, I found out that several things were NOT put on Mechanical Permit, and I have contacted and notified the City of ******** of this and they are looking into this, as V.President ***** at ****** Heating signed a "self certification" document for my Permits, as (3) items were on permit for (2)-Gas Furnaces, & (1) Air Conditioner, but following items that were to be permitted were not on permit (1)-Noritz Tankless System, & (1)-Pool Heater Raypak 266a. As a homeowner I am relying on ****** to put thru all required Permits, and to stand by their workmanship, as my Invoice states includes all labor, materials and permits required for the job. (I can submit a copy of my full invoice if you need it).
  
  My Invoice with Marrs shows that all Permits are to be put thru by Marrs Heating. Yes on 6/3/24 I did receive a call from City of ******** but have not heard back if Marrs Heating submitted this Permit on 6/3/24 for Pool Room Boiler yet.
  
  The more I look into things the more I become concerned as I trusted ****** Heating would stand behind their workmanship, and I am finding that if you question anything you are left, as V.Pres ***** told me to not call him again. I may have no choice but to ask for my whole house heating system be refunded, due to ****** guarantee that is listed on my signed Invoice. (see both attachments sent regarding this).
  
  Sincerely,
  
  ***************************