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:02/14/2025

  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.

  We purchased a heating system from Capital Plumbing in November 2023 after a visit from their sales person and the purchase made was based on the recommendation from the sales person. Since the install, weve had issues with heat when temperatures are below freezing. We called in Feb 2024 and reported this issue, when a tech finally came out temperatures had risen and heat pump started working again and there was heat , but there has never been heat one would expect from a new unit, the air flow is poor and temperature not accurate based on what thermostat was set to. This recent cold snap resulted in the heater quitting completely. A tech was called out and came out the same day (2/11) after 2 1/2 hours of troubleshooting he explained he would need approval from the owners as the recommended repair would be very involved as there were many things that were wrong. Each day, I called for an update while we were without heat. I asked 4 times for the owner to call me and *** still not received a call. We were told on 2/13 they ordered a part and they would be out 2/14 to fix it, we called to confirm time window for the tech to arrive on 2/14 and were told tech will be there 2/18. Ive asked for a copy of our service file and tech notes and Ive not received a reply or a call back from owners. Our heat is still out and our warranty is still in place (I think - theyve also not provided that information , and its been requested)

  Customer Answer

  Date: 03/03/2025

  Hello !

   

  This is an update to the complaint I filed. The company finally came out on 2/17 and fixed the issue - however weve still not been provided with a copy of the service records we requested as I continue to have concerns about the repair.  This is a new unit and weve had many conflicting opinions about what the problem is. My concern remains this will happen again.  Thank you. 

  

  Business Response

  Date: 03/03/2025

  Hello

  I'll be following up with the ****************** as to why you have not received your service records. They should have gone out electronically when each visit was completed. 

  I'm also getting ahold of ***** *********, who is a fellow owner and oversees the service department to have him review what was done.

  He or I will be getting back with you ASAP. I apologize I never got the original correspondence from the BBB.  

  Thank you.

  **** *********

  Owner/General Manager

  *************************************************************

   

  Customer Answer

  Date: 03/04/2025

   
  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,
  
  ***** ******

  Customer Answer

  Date: 03/14/2025

  Hello 

   

  We gave the ok to close this case after receiving the service notes from each visit but today learned the furnace has failed once again and is not working 

   

  Additionally, the Jan 30/24 service note is not the complete write up from the technician and is not reflective of what he told us. We would like the report the technician ****** wrote to the owners/managers with a proposed solution and for capital to fix the issue, which remains unresolved. We are attempting to reengage with capital today.  

   

  Can we reopen this case please? 

   

  Thank you. 

   

  ***** Bishop 

  

  Business Response

  Date: 04/11/2025

  Hello

  We sent out a technician to replace a defective part on 03/10/2025 and I was told the requested service records have been forwarded. If there are any outstanding issues, please let me know as I thought things were taken care of at this point. If not, I'll be happy to follow up.  

  Thank you

  **** *********

  General Manager

  Customer Answer

  Date: 04/16/2025

  Hello, 

  
  

  Capital has been out to fix the issue, however, they have been out numerous times and the issue has continued. Now that the weather has warmed up, it is hard to say if this fix will work. The issue only occurs when temps drop below 30 degrees. The one technician who came out had a different diagnosis then the 2 fixes they tried after that tech's visit. The only remaining issue to resolve is a copy of the technician notes from all visits. We only received the invoice copies which does not provide details of the inspection. 

  I had asked for a call from the owners to talk about this several times and they never responded to me either. 

  
  

  This is where it sits and is very disappointing given this unit is only 1.5 years old and we have had issues both ******* now. 

  
  

  Thank you for your help and trying to resolve this issue for us. 

  
  

  Sincerely, 

  
  

  
  

  ***** and ***** ******

  

  Business Response

  Date: 04/16/2025

  Hello

  I called and left ***** a message this afternoon along with my personal cell number.

  I made sure that our service manager sent the requested invoices and asked to give the Bishops another year of maintenance service on us. 

  As far as the repair goes, and as I said in my message to *****, just as two doctors can have an opinion as to what may be causing a problem, two technicians may come to a different conclusion. However, hopefully the problem is solved, but we will have to wait for the cold temperatures to return to confirm.  

  If there is anything else I can help with, please let me know. 

  Thank you

  **** *********

  Owner/General Manager

• Initial Complaint

  Date:05/16/2024

  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.

  My house ** system is still running good, but no cold air come out. I called the Capital heating and cooling company to check it for $119. The technician came out on 5/14/24 and checked the ** unit outside. His name is *********************. He told me that the ** unit is low refrigerant and need to fill it. He recommended me to let him to do the searching for the leak and fix the leak if found with the total price is $2,100. If there is no leak, the price drop down to $1100. I said ok to do the searching for $2,100.When he was doing for the searching, I saw him using the tool to make 2 big holes on the ** unit coil. Then he told me he found the leaking hole. After that he started to solder it for about 30 minutes. Then he told me that he recommended me to change for the new coil, because he is not sure it will leaking another place in the future. And the price for the new coil and labor total about $2,400. It is mean $300 more to get the new coil for the ** unit. It was sound good to me and I was ok for him to order and come back to fix it. I paid $119 for he came out and also signed document on his phone for new job order $2,400.After he left on that day, I used my phone to take the picture of 2 leaking holds on my ** unit. I asked myself that why he made 2 big hold and he could not fix it. Then he asked me to change for the new coil. I didnt feel comfortable with the job he was done.Next day, I went to the Capital Heating and cooling office to talk with the Manager there. I told her every things what he did and what I saw. And why **** made two big holes on the unit. Then he cant fix it. I didnt feel comfortable with **** to do the job for my ** unit. I would like to have someone different to do my job when the new coil come in.The Manager told me that She trusted **** and **** the best technician. She told me that **** made the holds because that is one of the steps searching for the leaking. And she looked like she upset or mad with my complaint about ****. Finally, she said that She will give me another Technician to do my job and she will email me when they come out to do the job. I confirmed the total price is $2,400 with her before I left.Next day, I got an email from The capital heating company. They said that they need to revise my quote from $2,400 to $4,154. Then I went to their office again to talk to one of the owners. He said that he need to revise the quote because the old one was wrong. Also, I told him that I already signed on the contract with **** for the work total $2400, you cant not change it. The Owner told me he deleted the old contracted I signed with **** already, if I want to do with the new price $4,100, he will do it. If not, that is find. I told him that **** made the messy on the ** unit and now to raise up the price to $4,100, it is unacceptable. I will going to file complaint to BBB and Attorney General about your company make up the problem on my ** unit and breaking the contract because you guys mad at my complaints. Then he told me to get out his office.English is as my second language. I dont know how to describe about the problem clearly. Please help me to talk to the company to fix the problem that his Technician did on my ** unit with the Price $2,400. My ** unit is not working now after the technician came. If you have any question about the issue, please call me @*************.Thank you very much for your time!

  

  Business Response

  Date: 07/17/2024

  Customer Contact:

  On 5/12/2024, ******** texted us stating that his AC was running, but no cold air was coming out.

   

  Service Dispatch:

  On 5/12/2024, we dispatched our technician, *********************, to ************ residence. Upon arrival, ******** reiterated that there was no cold air coming from the vents.

   

  Diagnostic Findings:

  During the diagnostic and evaluation, **** found that the system was completely out of refrigerant. He added nitrogen at 500lbs and discovered a leak on the condenser coil approximately 8 inches up from the liquid refrigeration line connection. Notably, the condenser coil is a Microfin channel coil, which is not repairable, necessitating either coil or entire air conditioner replacement.

   

  Estimate Provided:

  **** provided ******** with an estimate for replacing the condenser coil at $2,217.09 plus sales tax. ******** approved the estimate, and we collected our evaluation fee.

   

  Price Revision:

  On 5/16, our operations manager, *****************************, obtained a wholesale quote from ********* Supply, showing an increase in the condenser coil cost. Consequently, we revised our estimate to $3,787.50 plus tax and sent this updated estimate to ********, explaining the price change.

   

  Customer Concern:

  On 5/16, ******** contacted our office and spoke with ***************************** regarding the price change. ******** expressed his belief that our technician had caused the damage to the coil. ***** clarified that the leak was present upon arrival, as identified during the nitrogen test. He explained that the leak was responsible for the refrigerant loss and the lack of cold air.

   

  Transparency and Good Faith ************* style="margin: 0in; font-size: 12pt; font-family: Aptos, sans-serif;">To maintain transparency, ***** provided ******** with our wholesale quote from ********* Supply and detailed our mark-up, labor, and shipping costs that comprised the estimate. Despite this, ******** requested we honor the original estimate of $2,217.09 plus tax, which ***** regrettably declined.

   

  Conclusion:

  We believe we acted in good faith and maintained transparency throughout the process. We did not cause additional damage; the coil had a pre-existing catastrophic failure. As a gesture of goodwill, we refunded ********** original evaluation fee of $179.00 plus tax.

   

   

   

  *****************************

  Capital Heating, Cooling, Plumbing & Electric

  ************ (Cell)

  ************ (Office)

  ************ (Direct)

• Initial Complaint

  Date:05/10/2024

  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 contacted the business to help determine why I didnt have hot water. They came out and did not do an analysis, they merely stated that my tank was at the end of its life and was the likely issue. I scheduled for this company to install a new hot water heater. They installed the hot water heater but it did not fix my issue. I called and informed them that I still had a problem with my hot water. They immediately sent someone out that same day who found the issue elsewhere in the house and it was fixed in less than 10 minutes. I called the company and explained that my issue was misdiagnosed and was told that they would talk with the owner about giving me the tank for free or at cost the next morning and get back to me at 9am. I didnt get a call so I called and was told they went home for the day. I called the company 6 days later after not hearing anything and was told that the company would compromise if I paid the cost of materials and labor. I explained I didnt think that was fair and they stated they could install my old hot water heater at no cost to me, they just needed to see if they had it still. I said that would be great and was told they would call me the next day after noon to discuss. I did not receive a call from the company.

  

  Business Response

  Date: 05/22/2024

  Let me look into this now and find out what happened. It should not have been dropped by any means. 

   

  -***************************

  Owner/General Manager

  

  Business Response

  Date: 05/22/2024

  Unfortunately, somehow we did not get the message to the customer that we were going to let them have the water heater on us and not charge anything. We appreciate their offer to pay for the tanks, but we wanted to make it right if they truly did not need one due to our possible misdiagnosis. 

   

  Thank you

  Customer Answer

  Date: 05/22/2024

   
  Better Business Bureau:
  
  The business has responded outside of this email in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************