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:01/25/2024

  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.

  On 1.13.24 I received a text from my wife stating the furnace and thermostat we purchased from NW ******************************************** which they also installed just over two years ago had quit working when it was 17 degrees outside. I had to leave work. Their office was closed so I called an after-hours emergency repair HVAC repair company. They determined after removing the cover from the furnace that it would run for approximately 2-3 minutes then shoot a spark, trip the breaker and shut down. This was determined to be caused by improper initial installation, which subsequently also caused the thermostat to burn out and require replacement. I called NW Expert on the 16th and requested to speak to the manager or owner so I could share my experience. After doing so, ***** promptly offered to reimburse me for the repair costs of $672.84 and was very apologetic. She said the technician who installed everything improperly no longer worked there. ***** stated she needed a copy of the invoice, which I emailed to her. Apparently, the owner told her they werent going to provide the reimbursement that was promised. Not only do I feel it was a disservice to have the furnace installed improperly, but a gas furnace that sparks puts my family at risk for a potential disaster. The right thing to do would have been to simply apologize and provide the reimbursement that was promised. All statements made herein are true and correct and can be corroborated by witness, if necessary. Thank you.

  

  Business Response

  Date: 02/01/2024

  Good afternoon *******, 

  We are sorry that your experience with Northwest Expert Heating has not been satisfactory.

  Northwest Expert Heating is proud of the work that we do and prioritize our customers safety and satisfaction over everything. 

  During our discussion, we have offered  to send out ************** on site to inspect the diagnostic and ensure your family is safe within the household. We have also offered to compensate you by providing you a year of Preventative Maintenance as well as discount for any future work performed. The offer has been declined on your end. 

  Due to the circumstances, we are more than happy to submit the check refund as you have requested.

  Thank you,

  Northwest Expert Heating LLC

   

   

   

  Customer Answer

  Date: 02/09/2024

  I will be satisfied if NW Heating does indeed follow through and provide reimbursement as they had initially suggested after learning about my experience.  I would like for this complaint to remain open until I have received the reimbursement as promised.  I dont have very much confidence at this juncture they will follow through as promised. Once I have received the reimbursement I will immediate consider the matter resolved and close the complaint. 
  

  Thank you,