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:08/02/2024

  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.

  I had Schulz Heating and Cooling install a wood furnace in my basement in February of 2022. It never worked correctly since they day they installed it. They made two trips in 2022 to attempt to repair the unit and could not make it work. During the 2023 heating season the furnace still did not work and they made 6 additional trip to try and fix it. I asked for my money back, and they only offered me a portion of the $10,000.00 i spent on the unit. They have lied to my face about what is wrong with the unit they installed, blaming it all on the manufacturer. I have personally heard their technicians talk about the unit having been installed incorrectly which is leading to the problems. They refuse to honor their responsibility as a contractor to provide a working product. I paid $10,000 for a furnace that has never work, and has cost me additional money heating my home with propane and having someone to open my home for each of their failed repair visits. This is absolutely unacceptable, and i cannot believe these people are allowed to be in business. All i want is my money back in full.

  

  Business Response

  Date: 08/02/2024

  We have been trying to come to a satisfactory agreement with ******************** however he has been unwilling to accept any offers we have made.

  
  

  He asked for a refund and we told him we would refund all his money from the equipment he purchased as it was a factory defect, he rejected that offer. We then told him we would replace the unit with a brand new one at no cost, he rejected that offer. He then requested that we replaced the unit with a new one and provide an extended warranty, after multiple emails and phone calls we got the manufacturer to agree to that and he again rejected it when we called him to schedule installation of the new replacement unit. He stated he wanted a different company to install the new furnace besides ours. We let the manufacturer know that information. 

   

  We had two technicians work on his furnace and both have put in writing that they did not say Schulz Heating wired the furnace incorrectly, however one technician did mention he was talking about the factory wiring being incorrect.  We did have another furnace from the same manufacturer that was wired incorrectly from the factory and the factory told us the quality inspector was no longer there so some things might have slipped through the cracks until they had found a replacement for the position.

   

  Recently ******************** contacted us and asked for an update, however since he is having another company install the replacement furnace we could not assist him with that. That is when he started writing reviews and submitted the Better Business Bureau complaint.  

  
  

  ******************** is being very unreasonable and it appears now he is even lying. For example he claims we worked on the unit two times in 2022 but the unit was not even installed until 2023 (can be backed up with time cards of installers) and he also insinuated he heard our technician say we installed the furnace correctly which I have in writing they did not. Deceitful behavior will not help in finding a solution. 

   

  Our offer to replace the wood furnace with a brand new unit with an extended warranty at no cost to him is still available if he so chooses. We would like to have him happy with his purchase. 

• Initial Complaint

  Date:02/27/2024

  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.

  I lost heat in my house. schulz heating replaced a pump. I pd almost $400 Ever since I have a leak requiring me to empty a water bucket twice a week. After 4 visits Schulz said it is not the pump but leaking pipe. I asked for estimate to repair I told $1500. They lied said boiler not under warranty. I got leak fixed pipe replaced by superior heating cost $0 under boiler warranty. Schulz sent bill for ****** work order #**** They did nothing!!!!! I am 70 y/o I have never paid for an estimate in my life! I offered to pay $125 for 1 hr labor to find leaking pipe which should not have taken 4 visits to identify I feel schulz performance the last 2 mo is despicable . superior 1 visit fixed $0 That is standard of performance Thanks

  

  Business Response

  Date: 03/01/2024

  Hello,
  
  The accusations that ************* is insinuating about our family owned business are very hurtful and we are taking this matter very seriously. 
  According to our records ************* (or his wife) had us to come their property on 4 separate occasions;

  On 10/26/23 We were called because of an error on the gas boiler screen. Our tech found that a fuse was blown from a shorted circulating pump.  Because it was a weekend emergency call and ************** had backup wood heat we waited until the weekday to replace the pump and fuse.  We advised on his invoice that his ************* gas boiler should be cleaned as according to the maintenance sticker on the boiler it had not been serviced in over 5 years. 

  On 10/30/23 Our tech went back to replace the bad pump and blown fuse and the gas boiler was then up and running when he left. 

  On 11/8/23 We were called for water leaking onto the floor.  Our tech found that the water heater tank was leaking and we provided him with a price for a new water heater.  ************** had another company install a new water heater for him. 

  On 2/12/24 We were called to find out why water was leaking from a s**** Our tech found that the ************* gas boiler had an internal pipe that was leaking and the pipe needed to be replaced.  Our tech provided ************** a price to repair the boiler and while checking on the warranty status of the boiler we found out who installed the boiler and let ************** know it was installed by Superior Heating & Cooling who had purchased the boiler in 2014.  ************** stated to our tech that he was going to call Superior Heating & Cooling and *** them for the is***s from the boiler they installed and apologized to our tech for calling us in error.  We have photos of the leaking pipe for evidence if needed and at no time were we called for an estimate to replace his boiler, we do not and have never charged for estimates. 

  I myself contacted the manufacturer ************* again to verify the boiler date of purchase and warranty status.  The factory sent me in writing that the boiler was purchased in August of 2014 and that boiler had a factory warranty of 2 years parts and 10 year heat exchanger.  I have attached a screen shot image from ************* stating the warranty on the boiler.  I also verified with the manufacturer that the pipe would be under the 2 year parts warranty not the 10 year heat exchanger.  Since the boiler was sold 9 years ago the pipe (which is not part of the heat exchanger) would no longer be covered under the 2 year parts warranty that expired in 2016 and there was no labor warranty from the factory so no labor would have ever been covered under factory warranty. Since we did not install the boiler we can only provide the warranty the manufacturer provides.  The statements ************** made of it being fully under warranty are completely false and have been verified in writing by the manufacturer of the boiler. 

  Despite these accusations we will in good faith move to dismiss the final invoice for ************** in the amount of $263.75 once ************** furnishes to us via email, mail or paper copy, a copy of the invoice from Superior Heating & Cooling showing that the gas boiler was still covered under factory warranty and that he was never charged to repair the leaking pipe in the boiler in his 9 year old boiler.  This should resolve **************** financial concern with this matter as he requested. We ask that ************** no longer use our services anymore in the future if he is going to manifest such accusations just to get out of paying a bill. 
  - *************************************** VP of Schulz Heating & Cooling Ltd.  

• Initial Complaint

  Date:11/22/2023

  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.

  Purchased a furnace and installation was partially installed and never finished bad part is they have been paid in full already so they just keep giving me some BS excuses why the job isnt finished yet

  

  Business Response

  Date: 11/22/2023

  There was a sick employee with ***** and there has been an issue with communication that has caused this delay. 

  We left the customer a voicemail to schedule the job to be finished after he left a message with our after hours service and did not hear back so we could not schedule a day to finish. 

  Today the customer commented on our social media page and we messaged him on there.  We have sent him an email with a date to finish the installation on Dec 1st but still have not received a response from him if that will work for him. We will be there on that date so hopefully someone will be home to let us in.  We will only be communicating in writing from here on out so there is no more miscommunication. We look forward to getting his furnace fully installed.  Have a Happy Thanksgiving!

• Initial Complaint

  Date:10/10/2023

  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.

  I called this company to look at my furnace. They said they would do so and also clean my furnace when they look at it. I asked about pricing and I was told I will be billed 1 hour of work which will be 150 dollars. On Wednesday at 1pm the tech gets to my house and starts looking at the furnace. He takes a part out to get a better look inside and then puts it back in. He does not clean it. When I asked him he said he's not cleaning it. He leaves my house at about 1 35pm. Fast forward to Saturday Oct 7th it gets really cold and I try to turn on the furnace. It only blows cold air from the basement. The furnace worked before the tech looked at it. Me and my wife were unable to call them until Monday Oct 9th when they opened. When we did call they said a tech would be out that day. Unfortunately no tech came or even called. I am forced to go through another company. All I wish is to have the $150 waived because all they did was break my furnace even further.

  

  Business Response

  Date: 10/10/2023

  There somehow was a miscommunication between ************** and the homeowner that the furnace had a broken part that needed to be replaced before the furnace could operate safely. ************** had to turn the furnace off as it was a serious safety hazard for it to operate until the part was replaced.  ************** ordered the part and it just came in. We were going to install the part tomorrow until we got this email. We do have 24/7 emergency service with 24/7 answering services if they needed to call us over the weekend. We will not be billing the customer for this call as a good will gesture so the dispute should be settled. Please let us know if there are any other questions. Thank you!