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:06/14/2025

  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.

  5/21/2025 $10688.84 Bobs provides a one-year warranty covering defects in materials and workmanship, promising repair, replacement, or refund if the issue is tied to their work.After Bobs installed a heat pump, a loud clanking noise began near the vent elbow below the ceiling, where they modified the metal pipe connected to my furnace and water heater. This sound did not exist before installation. They refused to fix under warranty and insisted the noise was normal because their work meets code and did not go past the ceiling.1st tech June 6 2025 @ 8am the noise was normal thermal expansion, denied any vent changes, and said solving it would require redoing my HVAC system at my cost. I showed video evidence, but he insisted his 10 years of experience made further investigation unnecessary.2nd June 12 2025 @11am The field manager also denied changes until I pointed out the physical changes. He then admitted they had modified the pipe but insisted the work was up to code and below the ceiling, so not covered. He repeated the thermal expansion explanation and said any further review would cost extra. When I kept questioning, he asked to leave and accused me of calling him a liar. I never did.3rd party June 11 replicated the sound and felt a vibration where Bobs had modified the vent. He said the sound seems to be coming from the vent above the garage. Believes the pipe is expanding and contacting when it heats up and cools off, but needs to confirm by opening the drywall. If it was just thermal expansion, it should have been doing it since day one not right after the install.Bobs refused to fix it unless I paid. Their position is that since the pipe meets code and didn't work past ceiling = not under warranty. But ************ are interconnected. No noise existed before. Now there is. Thats cause and effect.Resolution A $3,000 refund cover the 3rd party inspection and hire a different contractor to potential open dry wall/redo venting system.

  

  Business Response

  Date: 06/23/2025

  June 20, 2025
  
  
  ****** ******
  ***************
  ******** Wa 98208
  
  
  Complaint # ********
  
  
  Bobs Heating and Air Conditioning received a complaint of the thermal expansion noise a few weeks after installation of a heat pump system.  Bobs initial visit to this home revealed it to be normal *thermal expansion noise.  The field supervisor also advised if she wanted a 3rd party to look at this job, Bobs would pay for that certified 3rd party ************ to do so.
  
  Per homeowner, third party HVAC came out, said it was vibration from expanding and contracting- heating up and cooling down= Thermal Expansion.  This seemed to be coming from above the garage.  They would have to open the sheetrock to be sure and apply a fix,for this they were asking $3000.00. 
  
  Bobs contacted Mrs. ****** to conduct a further investigation to the noise they were hearing.  On June 18th our Senior field manager with his colleague did conduct a thorough investigation.
  The following was revealed; the noises came when the hot water was running in the house.  With this knowledge the focus was shifted to the B-Vent that connected the existing furnace with the hot water system.  They found the gas pressure was set too high than was necessary, combined with the pressure of the hot water system (that was also adjusted) when it was running caused the thermal expansion in the middle of the B-Vent.  Also noted was a very tight strap to hold the B-Vent, this also aided in the thermal expansion sounds heard.  This strap was removed and replaced to a better location without the tension. Lowering the gas pressure and moving the strap seemed to have solved the issue.  However, upon further use, the noise returned.  Upon this knowledge, Bobs returned to the home and applied fire caulk to the inner ring of the B-Vent. 
  
  Bobs does have a satisfactory guarantee on our workmanship.  This was conveyed to Mrs. ******* she appreciated this as she was not aware.  Bobs will continue to work with the Mapili family to apply a solution to the expansion ticking that is being heard when the furnace and water heater run.  Mrs. ****** has asked Bobs to produce a letter of summary including our satisfaction guarantee.  This is being written at her request.  No refund is necessary.
  
  
  ******* ******
  Vice ********* Retail Operations

  Customer Answer

  Date: 06/26/2025

  Complaint: 23469061
  Dear ***** Heating and Cooling, and BBB,

  We do not accept their response as satisfactory. See attachment for full response.

  This complaint was initiated as a loud disruptive clanking noise started after Bobs installed a heat pump on May 21, 2025. Bobs stated this issue was not covered by warranty as the sound is normal thermal expansion and goes beyond the area they modified. 
  

  The loud clanking noise is consistently heard after hot water use (e.g. showers, dishwashing) and is loudest around the 90-degree B-vent elbow connected to the ceiling above the furnace and water heater next to the supply duct in our garage modified by Bobs. No such noise existed before their installation in the past 10 years Ive been living in my home. 
  Bobs has made 4 visits, June **********. After a complaint was filed, 6/14, they visited on June 18, 19 and spent time modifying or applying materials to the 90-degree B-vent elbow connected to the ceiling next to the supply duct.  ***********************************************************************************

  They have not investigated the area above the 90-degree B-vent elbow connected to the ceiling above the furnace and water heater next to the supply duct in our garage. They state it is not necessary but no justification. No appropriate root cause or corrective measure backed with evidence provided.
  

  Current: Their own work 6/18 and 6/19 has led to a slight reduction in the noise, further supporting that the issue stems from this area. Despite these efforts, the noise can still be heard in the same location, resonates throughout our home more than 3 times a day, for more than a month, and has not been resolved.
  

  Proposed Solution by Bobs: 6/24  Bobs recent proposal to replace our water heater and reroute the exhaust bypasses the location where the sound is occurring (problem area). Bobs has scheduled this for July 1st 2025 without my authorization. We respectfully ask to put this solution on hold until the b-vent is properly inspected.
  

  Our water heater is only 15 months old (3/23/2023), functions properly, and has never made noise before the installation. The clanking sound does occur when hot water is used, not when the heat pump runs by itself, despite both systems using the same ductwork. This suggests the issue lies in how heat and exhaust travel through the shared B-vent that was modified, not in the heat pump or water heater units. This proposal supports that the issue lies in the shared B-vent they worked on. 
  

  We request the modified B-Vent area be inspected first, as recommended by our 3rd party technician, to determine if Bobs modifications caused damage or altered the vents behavior. Only after this inspection should any major changes to our appliances be considered. 
  

  In addition, we are still waiting for:
  

  The lifetime workmanship warranty addendum that their Sr ******** promised by email (We do provide lifetime workmanship warranty for our installs)
  The summary of visits, which Sr ******** originally said he would provide and expected by 6/27.
  

  Refund Request: Bobs now states via BBB they would pay for a third-party inspection, though this was not offered before. Based on their written statement, we are still formally requesting a partial refund to cover:

  The third-party inspection to inspect area behind drywall where loud clanking sound is being heard
  Potential costs to open the drywall
  Costs we will incur for any repairs

  
  This amount is reasonable given that Bobs previously proposed replacing our 15-month-old water heater or even the furnace to reroute exhaust. Both solutions would cost significantly more than $3,000. The refund would allow us to address this issue independently and appropriately.

  This issue has continued to disrupt our homelife for over a month. We have been patient, cooperative, and open to reasonable solutions. Now we are simply asking for a partial refund to perform the inspection and repairs independently, as Bobs has not identified or resolved the source of the noise.  

   

  ----

  Bobs Heating BBB Responses:
  1. Bobs states the complaint came weeks after installation and they offered to pay for a third-party inspection.
  Bobs response: Bobs Heating and Air Conditioning received a complaint of the thermal expansion noise a few weeks after installation of a heat pump system. Their initial visit revealed it to be normal thermal expansion noise. The field supervisor also advised that if the homeowner wanted a third-party inspection, Bobs would pay for a certified HVAC contractor to do so.
  My response: The noise was reported to Bobs 13 days after installation on May 21. I contacted their customer service and salesperson on June 3. 
  June 3 Shared video/audio with a salesperson, and he said he showed it to the field manager that visited on June 12. Said it was normal, and if I was unhappy they could take the heat pump back and provide a refund.

  
  June 6 Technician visited said noise was normal thermal expansion and denied any modifications were made, stating it was only a heat pump install. The first tech had me adjust the thermostat cooling, heat, and emergency heat. They could not replicate the sound. Told me there is nothing he can do, and that it may get better over time. If I wanted to eliminate the noise, they would have to open walls and redo my entire system. After pleading for help, he said he will contact his manager.

  
  June 11 3rd Party: A third-party HVAC technician we hired on June 11 physically replicated the noise, felt vibration at the modified vent, and stated that a component may have been pushed or shifted during Bobs installation. He emphasized that accessing the area behind the drywall would be necessary to confirm. The technician did not state the issue was due to normal thermal expansion, as Bobs claims. They indicated the issue started after Bobs modification so it should be investigated.

  
  June 12 The field manager asked me to turn on the heat pump. They turned on the water heater from the garage. Neither technician acknowledged any pipe modifications. They both concluded the noise was normal and not covered by warranty. When pressed to explain why I had to pay when it happens in one localized area that they modified and that it occurred after installation they said I was calling them a liar and wanted to end their visit.

  
  At no point before or during these visits did anyone from Bobs offer to pay for a third-party inspection.
  After the June 6 appointment, I had obtained photo evidence showing pipe modifications to eliminate any doubt, and then arranged the June 11 third-party visit to confirm their changes and obtain a second opinion. I communicated this to Bobs during the June 12 appointment.
  ?
  2. Bobs claims the third-party inspection confirmed thermal expansion and quoted a $3000 repair.
  Bobs response: Per the homeowner, the third-party HVAC contractor said the vibration was from expanding and contracting  i.e., thermal expansion and that it was coming from above the garage. They said drywall would need to be opened to confirm and fix the issue, for which they would charge $3000.

  
  My response: No, the third-party contractor localized the noise to the area Bobs modified and felt vibration when touching the pipe they altered. They did not confirm thermal expansion. They stated that if it were just thermal expansion, the noise should have occurred from day one since I moved in over 10 years ago and it didnt. They think Bobs modifications may have shifted the pipe, changing how the vent behaves. They never quoted a $3000 repair. That dollar amount was my own estimate of market cost based on drywall access, not a quote from them. They said opening drywall is needed to confirm..
  I am clarifying that the third-party assessment focused on identifying changes Bobs made and providing a recommendation. They did not attribute the issue to just thermal expansion nor did they quote a repair cost.
  ?
  3. Bobs response: On June 18, a senior field manager and colleague found that the noise was related to hot water use and focused on the B-Vent connecting the existing furnace and water heater. They stated high gas pressure and a tight pipe strap contributed to thermal expansion in the vent. Adjusting the pressure and relocating the strap seemed to have solved the issue, though it later returned.
  

  My response: Bobs only reached out and returned after I filed this BBB complaint on 6/14. The June 18 visit did not resolve the issue; the noise returned immediately, which is why they came back again the very next day on June 19. All changes focused on the same problem area I pointed out, the modified 90 degree b-vent elbow. Their approach has been trial and error, without a clear explanation or acknowledgment of the root cause. I pointed out the issue was triggered by hot water use. This was identified by the 3rd party HVAC technician.
  ?
  4. Bobs response: On June 19, Bobs returned and applied fire caulk to the inner ring of the B-Vent.
  

  My response: Bobs technician adjusted the modified 90 degree elbow leading to the ceiling. Opened up the area, added a metal frame and silicone sealant. Additionally, they replaced the metal duct connected to the water heater with a metal flex tube. 
  ?
  5. Bobs response: *** states that their workmanship guarantee was conveyed to me and I appreciated it, as I was previously unaware. They assert that they will continue working with my family and that I requested a letter summarizing their warranty. They conclude that no refund is necessary.

  My response: I was fully aware of their workmanship warranty, it is the nature of the complaint. Their technician and field manager had already stated that the noise was normal thermal expansion = not covered. They also said the vent pipe was installed up to code = not covered. Because they claimed the noise was not caused by anything they directly modified, they denied coverage.This interpretation of the warranty made it challenging to get support for an issue that emerged after their installation.
  

  On June 18, their senior engineer verbally stated that workmanship was covered for life but this is not in writing. I requested a written summary and an addendum to reflect this, but have received neither promised to provide 6/27. 

  
  A partial refund is still being requested as the issue remains unresolved.

  

  Business Response

  Date: 07/17/2025

  Thank you for contacting us, and our apologies for the delayed response.  We did indeed offer Mrs. ****** the requested $3000.00,or a new installed tankless water heater with different venting to eliminate the noise issue.

  Mrs. ****** has decided to have a new tankless water heater installed, declining the offer of her initially requested $3000.00.

  The Navian tankless unit is currently being installed at her ******* residence today, July 17, 2025.  Once the paperwork and installation are completed, Bobs will consider this matter closed.

  
  

  Customer Answer

  Date: 07/23/2025

   
  Dear Better Business Bureau,
  
  We are closing this complaint because the tankless water heater installation helped mitigate the disruptive clanking noise that began after *obs reconfigured the * vent. While not a direct fix, the installation rerouted the exhaust from the water heater and made the original venting path obsolete. As a result, the sound no longer affects our daily life.
  
  This complaint was originally initiated because we were not receiving warranty support. Their limited one-year workmanship warranty states:
  
  Company warrants to the original Purchaser that products sold hereunder will carry a limited one-year warranty for parts and labor in the event of any defects in materials and workmanship for a period of one year from the date of installation. If at any time during the warranty period the merchandise is found to be defective, Company shall, as the exclusive remedy and at its option, either (1) repair or replace said merchandise, or (2) refund all monies paid by Purchaser for said merchandise.
  
  Their technician and field manager stated that the noise was simply normal thermal expansion and therefore not covered under warranty.  To fix the issue, we would have to pay out of pocket. However, the thermal expansion was only a symptom of the issue. According to our third-party technician, the noise began only after the work was performed, and a vibration could be felt at the 90-degree elbow of the * vent system. He explained that the vent may have been misaligned during reconfiguration, although further inspection would be required to confirm this.
  
  After weeks of living with the sound, *obs offered to replace our fully functional 15-month-old water heater with a tankless system to bypass the section causing the clanking noise. This work was scheduled without first discussing it with us. We asked them to pause while we enjoyed the holiday week and considered our options.
  
  Once we assessed those options, we learned that a direct fix would be too invasive for our current living situation, so we decided to accept the tankless water heater installation to bypass the * vent. On July 16, their senior engineer visited to review the plan, and the team returned on July 17 to complete the work. This issue was addressed after a total of six visits and nearly two months after the original installation.
  
  We are thankful that *obs provided a path forward to reduce the noise at no cost to us and that the clanking is now negligible. However, it took considerable effort, documentation, and external escalation to receive the warranty support that should have been available from the beginning.
  
  Note: There are still outstanding items that we never received. These include a signed lifetime workmanship warranty addendum that was promised in writing, and reimbursement for a third-party inspection, which *obs initially offered in their BBB response but later rescinded in a separate letter from their Vice President. We were also provided a summary of technician visits, but it did not include any technical detail about the changes made or the diagnostics performed. These gaps in follow-through remain a concern and should be taken into account when evaluating *obs overall customer support practices.

• Initial Complaint

  Date:02/11/2025

  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.

  On February 4, 2025 my furnace stopped working. Bobs was the contractor used on the heating and cooling for the builder of these homes (new build purchase July 2022). I contacted Bobs through the emergency line and was told I would be charged a emergency service fee ($399). When the technician arrived he noted to me that a wire on the gas valve had come loose and once he put in the heater started working again. I expressed concern that a wire would come loose on an essentially brand new furnace (2.5 yrs) and he said it had probably not got pushed all the way in when installed and vibrated loose. He also told me that all repair done were covered for the next 90 days. I called Bobs the next day to discuss covering the emergency charge since it had likely stemmed from improper installation and was told that they would not cover it due to it being outside a year. I asked them to cancel all contracts I had with them as I felt this was poor customer service given it was likely due to improper installation (there were multiple other issues found during home inspection and failures that occurred during the first year), and that I would leave a ****** review of my experience. Five days later the furnace failed again (very late on 02/10). I called Bobs multiple times and was left on repeated hold, no voicemail from the emergency line was returned. I finally called from my work phone and they picked up immediately. I asked for a technician to come out same day as they had last week and was told they would not come for another 3 days (02/13), granted we are under a Cold Advisory here and I have a small child in the home. I expressed severe concern about their lack of urgency when no money was involved and especially in light of the two circumstances noted. I had to seek emergency services from another provider in order to keep my children safe given the weather and their failure to come out in a timely manner to rectify their mistake.

  

  Business Response

  Date: 02/11/2025

  After reviewing Ms. ********** complaint, there are some valid points.  Yes, ***** Heating and Air Condition installed her original equipment in 2022.  However since that time this home has not had a service maintenance performed on her equipment which when performed annually, items such as this are caught and corrected.  In three years time there is quite a bit of movement with a blower wheel and other components moving each time the system calls for heat and or cooling.  Through time wires and other parts do break, they come loose, and will also wear out.  We did respond in an after hours situation to Mrs. ********* she was out of warranty and was charged accordingly.  Our technician did get her heat restored that evening before he left.  Ms. ******** did ask for us to not contact her again, that is also true.  As well, per her instructions we refunded her last two filters of her program.  Ms. ******** did contact us this morning, all calls are returned at 8am when the office is fully staffed.  Ms. ******** called into the office at 8:21 before we could return her call.  We scheduled our first available which was Thursday morning for a tech and field Manager to go over her complete system at no charge to her since we were there a week ago.  After reading her statement, I am not sure this is still needed?

• Initial Complaint

  Date:01/10/2025

  Type:Product 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.

  1/10/25 Paid $400 Bobs heating and air conditioning, reached out to me for a 1 yr inspection. Never said the price for this inspection over the phone. Said they would email me the date and time of inspection and attached would be prices for extended warranty. Also in the email never said the inspection would cost $400. Inspector showed up and also never said this visit required payment until his service was complete and then pressured my alone wife to pay for service. I have talked to bobs and awaiting a response form a manager and also the phone call transcript.

  

  Business Response

  Date: 01/14/2025

  Thank you for reaching out to ***** Heating and Air Conditioning.  We did an investigation into Mr.****** **************** Here are the facts that were found.
  A ***** Heating & Air Conditioning representative reached out to Mr. **** on Friday, January 3 2025 to let him know his HVAC system that ***** installed for his builder was now out of warranty.  With his system now being over a year old he had an opportunity to extend the labor warranty for up to an additional 5 years.  He could also choose a 1,3, or 5 year maintenance program that would keep his system to factory standards.  Also discussed were the filters needed for his system.  Mr. **** purchased both a 1-year filter program and a 1-year maintenance program for both is furnace and heat pump to which he scheduled for the following Friday, January 10th.  As is customary with these quotes to customers, they are followed up with an email to the homeowners with the plans laid out for them to view as it is a lot of information to take in.  This email (See attached) was emailed to Mr. **** at his provided address on that same day, January 3rd.  You can also see in this email, it was highlighted as to the program Mr. **** had agreed to.   Mr. **** had 1 week to look at this document and bring to our attention any misgivings he may have had.  For ***** Heating, we were asked to perform a service, for a fee and that service was carried out per our agreement.  ***** is a customer service-based company that has been in business for over 75 years.  Our only objective in this business is to maintain our relationships with homeowners and builders in the ***************** to absolute best of our ability.  This does include servicing homeowners homes so that in extreme temperatures their home will be comfortable and safe. As stated above, this service was agreed to and provided as promised, no monies for this service will be refunded. 

• Initial Complaint

  Date:03/27/2024

  Type:Sales and Advertising 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.

  Purchase our house brand new in August of 2022.Night of March 2nd our heat pump made a loud bang and then followed by a whistle sound. **** sent a technician out to diagnose problem and found that the fan balances had broken apart inside the unit causing large amounts of damage to the unit. Technician lead us to believe it was a defective machine. Instead of replacing the machine which needs new thermostat, coils, fan blades, and 7 lbs of Freon. They are charging me over $3,000 to rebuild the machine. After speaking with multiple other companys they say this should be a warranty defect and a new one should be installed.

  

  Business Response

  Date: 03/29/2024

  We are writing in response to Complaint ID ********. It is our understanding that this matter has been resolved through our offer to replace the unit at no cost to you, the customer. We take pride in ensuring our equipment and installations meet your expectations. This commitment is backed by a 100% satisfaction guarantee from the equipment manufacturer, ******. We are happy to extend this guarantee to you.
  Upon reviewing the initial service call, it was determined that ************** abided by established protocols under the circumstances,especially considering that the unit was beyond its standard 1-year warranty. However,we acknowledge that the performance of your unit did not meet the high standards we set for our equipment and installations. We understand that ************** should have taken the matter to our management team to discuss and prevent any inconvenience to you.
  We believe that replacing the unit at no cost is in line with our company's values, and that its the right thing to do. Additionally,we will be replacing the thermistors on the hot water heater at no charge.Ensuring your satisfaction and trust in our services is of high importance to us. Thank you for allowing us the opportunity to resolve this matter and for being a valued customer of our business.