Complaints

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

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  Hometown Heating, Air & Electric

  N52W5338 Portland Rd Cedarburg, WI 53012-2106

  
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  Hometown Heating, Air & Electric

  3725 N 126th St Suite L Brookfield, WI 53005-2425

  

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:07/25/2024

  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.

  We hired company for a new furnace. The company installed a furnace that didn't fit the paired ** unit that was installed ONE YEAR PRIOR. This company failed to verify the size of the existing ** unit before installing. The company won't rectify their mistake. Our ** unit now is getting too much air is it's lines are freezing because the sizes are mismatched. They are passing blame to the company who installed the ** unit which was installed ONE YEAR PRIOR. Unwilling to make ongoing repairs which are due to the mismatched sizing.

  

  Business Response

  Date: 07/31/2024

  We have been in communication with ************** regarding his situation and tried multiple times to explain why he is experiencing this issue.  The short answer is his air conditioner is too large and that was installed by someone else, not Hometown.

  Before we install any heating or cooling equipment, we conduct a load calculation of the space to ensure we are providing the right size equipment. This was done at the property in question and that determined the size of the equipment we installed.  After ****************** complaint we even hired a third party at our own expense to see if we made a mistake.  Based on the load calculation that I shared from ************ (attached here), the space he is trying to heat with the furnace we installed is ****** BTUs.  The furnace we installed has a capacity to heat a space up to ****** BTUs, so the furnace size is appropriate. However, the load calculation also shows the same space only requires 2.8 tons of cooling.  The condenser that someone else installed is actually 5 tons and too large for that space and that's why he is experiencing issues.  We recommend ************** reach out to the contractor that installed his oversized air conditioner in order to rectify the situation.

  If we install a larger furnace as ************** has requested, it will make his situation worse and cause further problems, especially during the heating season.  His furnace would ramp up too quickly and after satisfying the set temperature it would turn off.  This is referred to as short cycling and will put unnecessary wear and tear on the furnace causing breakdowns and reducing the longevity of the equipment.  

  I can appreciate with multiple **** contractors involved ************** may be told different things and the challenge becomes trying to determine whos right.  Thats why we engaged ************, an independent, objective expert in the **** field to assess the situation and tell ************** exactly whats going on and what is needed to resolve the issue.  Our hope was this information would help him resolve his situation with the contractor who installed his oversized air conditioner. We have shared the load calculation from ************ along with their contact information with ************** and offered to answer any additional questions.  I sincerely hope this helps.

  Customer Answer

  Date: 08/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The problem lies in that Hometown NEVER told us they were installing a furnace smaller than what was there because of load calculation and NEVER told us that the air conditioning that was installed was too big and NEVER told us that because of the mismatch that there would be issues with the air conditioning. They never gave us the option to decide or asked us what size we wanted.   They unilaterally decided.

  
  Regards,
  
  *******************