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Business Profile

Air Conditioning Contractors

Hilliards Heating and Plumbing

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Air Conditioning Contractors.

Complaints

This profile includes complaints for Hilliards Heating and Plumbing's headquarters and its corporate-owned locations. To view all corporate locations, see

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Hilliards Heating and Plumbing has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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.

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    Complaint type

    • Initial Complaint

      Date:01/03/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Last summer our heat pump wasn't cooling. ********** is the only Carrier certified repair place in town, so I called them. They diagnosed the problem and said they would quote the repair, but I never heard back. I called their office twice over the course of two weeks. Still no quote. So, I called an out of town repair place and started over. ********** sent me a bill for their trip fee, which I notified them in writing I will not be paying. Today, which is several months later, I took a call from someone in their office who tried to convince me I needed to pay that invoice. I disagreed. If this business can provide any evidence whatsoever that an estimate for the repair was sent to me in some form, I will pay the invoice without question. Otherwise, I want them to acknowledge their disorganization and adjust my bill to zero as a result of the untimely and incomplete service they provided.

      Business Response

      Date: 02/06/2024

      On 13 June 2023, client contacted our company regarding his heat pump not working.  Our tech showed up at property on 14 June 2023 and found that the client had a bad compressor.  Tech contacted our vendor to get pricing for parts on 14 June 2023. Our minimum labor rate is for 1 hour and that is what the client was billed for.  Client acknowledges that we did provide a service and also acknowledges that he refused to pay for the provided services in his original complaint. The estimate for repair is a separate matter.  We usually give clients a verbal estimate once we get pricing from our supplier and clients will either approve the repair or not.  We have no way to show this proof.  We do have a quote dated 14 June 2023 from our vendor.  We have no reason not to give the client the quote in a timely manner since we had the information.  Client has a balance on his account for unpaid service.

      Customer Answer

      Date: 02/06/2024

       
      Complaint: 21094349

      I am rejecting this response because:

      On principle, I will not pay for a service that I had to pay someone else for again when I had no choice in the matter.  My time has been wasted and I had hoped that would be acknowledged.  I obviously have no reason to lie about the repair quote never being delivered.  If you're organized enough to track vendor communication, perhaps the same philosophy should be applied to customer communication.  If you're willing to lose a customer and impact the reputation of your business over a simple trip fee, so be it.  I'll shop elsewhere and encourage others to do the same.  Case closed.

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

    Hilliards Heating and Plumbing is NOT a BBB Accredited Business.

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