Complaints

This profile includes complaints for Campbell & Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Campbell & Company

  2828 W Irving St Pasco, WA 99301-4595

  
• 

  Campbell & Company

  1153 Valley Mall Blvd Union Gap, WA 98903

  

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:05/02/2025

  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.

  I purchased a furnace from them in 2023. It was supposed to be a furnace that always stays on to save the energy of starting up every time. They installed a furnace that doesn't have that feature (which cost a lot of extra money) and refused to acknowledge the error or replace it. Additoinally, in March 2025, there was a leak in my basement. We detected a leak under the basement flooring. We later discovered the leak was coming from a cracked condenser from the furance. Campbell and Company came out and took responsibility, saying it was covered by the warranty. They callled a remediation company and agreed verbally to pay for the remedition and repair costs of the damaged floor. A few weeks later, they said they were not going to pay for the damage and claimed it was caused by me.

  

  Business Response

  Date: 06/03/2025

  Regarding Mr ********* complaint of the operations of the furnace: We we're always quick to respond to any of his concerns and resolved the one installation issue within days of him calling in. We have no record of him communicating this on any of the dozen of interactions we've had with him since the installation of his system. Mr. ****** consistently communicated his system was working well.
      1. We installed a Gas Furnace and AC for Mr. ****** in February of 2023.
      2. There was originally a manufacturer issue following the install. Mr ****** called in on 2/24/23 and we were there the same day, identified the issues, ordered parts and resolved them on 2/27/23.
      3. We completed his complementary 1st year check on 8/17/23. Mr ****** communicated no concerns about the system on this visit, and everything was working to manufacturer specifications. 
      4. ************** called into our sales manager on 12/29/23 about concerns with his gas bill and felt like his system wasn't set up 100% correctly. We sent a technician out to his house the same day. We found that everything was set up correctly and the temperature and fan schedule he set on his thermostat was the root cause of his concerns. We called the manufacturer tech support to see if we could program the system to meet the customer's desired operations. We were able to reprogram the system and Mr ****** was satisfied with it's operations. We called back on 1/4/24 to ensure Mr ****** was satisfied and he stated that the system was running a lot better and will call if there are any concerns in the future.  
      5. We performed a maintenance on 3/13/24 and Mr ****** stated the system has been working great
      6. We performed a maintenance on 8/14/24 and Mr ****** stated the system was working great and had no concerns at this time. 
      7. We performed a maintenance on 3/12/25 and, again, Mr ****** stated the system had been operating great.
      8. All of the invoices with these statements can be produced if helpful.
  

  Regarding the leak the customer found in his basement: Mr ****** didn't blame us for this until he was denied coverage from his homeowner's insurance, his story changed over time to shift responsibility to us, and it isnt reasonable to assume we broke this durable pump. 
      1. On a recorded phone line Mr ****** called us on 4/11/25:
          * He stated he found water on his floor and wants to know if the leak is covered under the installation warranty. He "noticed the floor in the basement had water on it about a month ago. And didn't notice the leak from the furnace until today."
          * This directly contradicts what he told me on a separate call on 5/20/25 when he told me he noticed the water leak immediately following our maintenance visit on 3/12/25. 
          * Mr ****** stated again the system seems to be working fine.
          * He stated the water is under the floor and he believes the basement floor is going to need to be pulled up to dry it out.
          * He further said, he "doesn't go into the basement often" after stating he noticed a leak about a month prior.
          * ********** on this phone call gives the impression that he didn't go back downstairs for about a month after finding evidence of a leak in his basement. 
          * Not once on this 7-minute phone call did Mr ****** accuse us directly or indirectly of causing the water leak. 
      2. We sent a technician to his home the same day on 4/11/25 at no charge.  
          * Our technician quickly noticed the source of the leak and called **** *******, who manages situations for us where there is property damage, to start our internal investigation. 
          * Also, in this invoice summary, our technician writes he mentioned insurance claim was denied .  
      3. **** called Mr. ************** 4/11/25 at 1:15pm and told him what we tell all of our customers; "If we made a mistake, we will own it and we will take care of you."
          * Mr ****** explained what happened from his perspective and mentioned his homeowners insurance wouldnt cover the damages. **** mentioned we can help by calling a restoration company we have worked with to help get things dry out. I called restoration 1 at 1:43pm for the customer. Their representative called me at 1:50pm to confirm the job. Their PM went out that afternoon/evening on 4/11/25 to tear up the floor and get fans going. They came back on Monday to verify that everything was dry which it was, they pulled the fans and left the home. 
          * Based on Mr. ******** complaint, it sounds like he is assuming that we were admitting fault by being helpful; however, we absolutely were not.
      4. ************** wasn't satisfied with our recommendation to submit a claim to his homeowners insurance. So, **** and one of our managers went out on 5/8/25 to inspect the situation further and determine if this was really our fault. Their findings were: 
          * The condensation pump had a significant crack in it.  These do not break easily. The force needed to cause this size of a crack would be equivalent to an aggressive toe kick or swinging a hammer at moderate speed.
          * The pump also has a ***** **** from the item that caused the crack. None of our technicians have any white tools or boots that could have left this mark.  
          * Our technician also inspected the operations of the condensation pump on the 3/13/25 maintenance visit and it was operational at that time. The maintenance checklist from this visit is attached.
          * Mr ****** also stated on numerous occasions that his vacuum may have caused the damage but didn't think so because it was pink. 
          * Based on these findings, we couldn't accept fault and recommended again that he turns this over to his homeowners insurance. 
          * After we let him know we would not be accountable for the damage, Mr ****** asked if his extended warranty (from the manufacturer of the **** system) would cover this. Which we informed him that it would not.  
      5. I spoke with Mr ****** on 5/20/25. I reviewed the items above, told him again this is not our fault, and recommended he turns it over to his homeowners insurance. 

  
  

• Initial Complaint

  Date:02/15/2024

  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 5/01/2023 I signed a maintenance contract with Campbell & Company which the company states, "reduces costly repairs and preventative maintenance on your equipment keeps it working efficiently". My first preventative maintenance inspection was performed on 10/17/2023. The technician specifically noted under VERIFY REFRIGERANT LINES ARE ISOLATED FROM FRICTION AND VIBRATION, "Completed". Ironically, 33 days later the entire heat pump system shut down. On 11/18/2023 another technician arrived to troubleshoot the problem. This technician states, "*** was fully closed due to the sensing bulb tube being completely split open from vibration". The technician stated to me, "this was caused from years of vibration". I was then quoted a price of $2,663.39 for this repair. After inspecting the *** sensing bulb for myself, I have a electrical degree, it appeared the line had been cut. I then contracted 2 different companies to inspect the *** valve and sensing bulb, each giving a quote for repairs. Both technicians agreed the sensing bulb appeared to have been cut in half. I hired a reputable company to perform the repair for $1,449.76. On January 3, 2024 I wrote a letter to Campbell & Company management describing my concerns, disappointment and frustration after they continued to bill me $258.00 for a diagnostic visit. I received absolutely no comment, explanation or apology. There was no concern from the company that one of their technicians may have cut the line, sabotaging the equipment, to generate a costly repair for the company. I fully expect Campbell & Company to cease from continuing to bill me for the diagnostic fee of $258.00, considering this repair appears to have been caused by their very own technician.

  

  Business Response

  Date: 03/14/2024

  During our maintenance visits, safety, efficiency, and reliability are our paramount concerns. We uphold stringent standards for our technicians, providing ongoing training and coaching to ensure that we consistently deliver service with integrity and competence to our valued customers. While no maintenance program can guarantee to prevent every failure, we do not claim such absolute efficacy in our literature or advertising. 

  Regarding the issue with the sensing bulb, I can assure you that ************** did not cut the line. What we did was take proactive measures to safeguard your system from further damage. It is best practice to protect the system by securing the leak, once a leak or break happens we pinch the copper to prevent moisture from entering a nonoperational system.  If we where to leave that system open to atmospheric conditions it will compromise the integrity of that system and its future functionality.  

  Additionally, you agreed to a dispatch fee for our services prior to our visit to your home.

  We have served you with integrity and competence, and we believe that your assertion is both unfair and inaccurate.

  Customer Answer

  Date: 03/22/2024

  I responded immediately upon receiving the companies response.  Please keep this open! Where is my response?

  Customer Answer

  Date: 03/22/2024

  I will rewrite my response and upload the pictures I sent on 3/14 for a second time in the morning.  Please do not close this complaint.  This is very disappointing. 

  Customer Answer

  Date: 04/05/2024

  attachment included

• Initial Complaint

  Date:09/06/2023

  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.

  Technician was doing a air conditioner cleaning and was told not to touch the gas valve on the heater as the connector was sensitive to vibration. At the end of the visit the Technician wanted to sell a **** replacement gas valve because they wiggled it so the connector was now loose. The connector is about 1/4 inch out of place and the valve is likely damaged by the Technician. It was apparent they wanted to sell the replacment. If I can't get it to work I would like them to have someone else fix their damage.

  

  Business Response

  Date: 09/12/2023

  When *******, **************, performed the maintenance, he found the cover for the burner compartment off the furnace and spoke to ****************** about it.He informed ******* that there was a loose connection at the molded plug on the gas valve. He left the door off, at the Mr. ******** request.  
  
  ******* continued with his maintenance and troubleshot the valve. He recommended a new gas valve, along with a thermostat to replace the Nest with a failing display, EZ Trap and wet switch to help protect from water damage, duct cleaning, capacitor, contactor, and hard start for the outdoor unit.
  
  ******* went in to present his findings to ******************, told him the maintenance was complete and he had a few options for the system.Before he could make it any further, ****************** cut him off. He told ******* that he was not interested in being up sold and that he was unhappy ******* couldnt follow directions. Then opened the door and asked ******* to leave.
  
  ******* left, as requested, and then called *****************************, Service Manager, to update him on the situation. ****************** called in requesting to didnt want to terminate his service contract and that he did not wish to speak to a manager. We would like the opportunity to solve the issue with the furnace per the Technicians recommendations but ****************** has refused multiple times. 

  Customer Answer

  Date: 09/19/2023

  That is not true.  The valve was damaged by the technician and there has been zero attempts to contact me.  I did ask to speak with a manager and was told they were out of the office and would call me back eventually. No contact was ever made by them.  I haven't gotten any missed calls only automated texts and emails saying they want to make sure it was satisfactory service.  When i responded to those, there was no response.  Thanks for your help but their dishonesty makes resolution impossible through BBB.

  Customer Answer

  Date: 09/19/2023

  I would also like to point out.  The technician was there for air conditioner maintenance not heater.

  

  Business Response

  Date: 11/02/2023

  WE have audio of the conversation. The file is too large to attach in this but we've sent it directly to a BBB moderator who has reviewed.

  We have an internal process that any customer complaints are escalated to the manager of that department to investigate, remedy with the customer and provide coaching as needed. On the phone call ***** hear us attempting to do that but ****************** denied to speak with a manager after being asked twice.

  We respected that but communicated we would still escalate to a manager for coaching purposes.
  
  So, you can see were a bit confused that he said in the complaint  I did ask to speak with a manager and was told they were out of the office and would call me back eventually.
  
  We would be more than happy to reach out if thats what he now wishes. We pride ourselves in taking care of our customers as we would our own family.
  
  Let me know what youd suggest how we should proceed.