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:04/26/2025

  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.

  They installed a new furnace and AC unit for us and the installers failed to secure a bolt. As a result, natural gas was leaking into our house, specifically into our finished basement area, including a living space and a bedroom space for an entire week. I have long Covid and cannot smell so I didnt notice it until my father, who lives with us, happened to be down in the laundry room and noticed the gas smell and made me aware of it. They sent out a crew who acknowledged that a serious mistake was made. Beyond a disingenuous apology, I have received nothing from these people to compensate me for a mistake that could have resulted in my entire family dying.

  

  Business Response

  Date: 04/27/2025

  Thank you for giving us the opportunity to respond.
  First, we want to sincerely apologize for the mistake that occurred during your installation. We understand how frightening it must have been to discover a gas leak in your home, and we are truly sorry for the fear and stress this caused your family.
  As soon as we were made aware of the situation, we acted immediately to find and fix the problem. Since then, weve also taken steps to reinforce our training and safety procedures to help ensure this doesnt happen again.
  While we believe we responded quickly and took all appropriate action once the issue came to light, we are not offering additional financial compensation. That said, please know that we take this very seriously, and we are committed to earning back your trust.
  We are grateful for your feedback and for the chance to make things right.
  Sincerely,

  Capital Heating, Cooling, Electric and Plumbing

   

• Initial Complaint

  Date:04/03/2025

  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 have never done business with this company. I kept receiving marketing calls from the company. Ive asked to be removed from any marketing campaigns. Since then, I have received mailers almost every day. Ive again asked not to be contacted without any resolve.

  

  Business Response

  Date: 04/04/2025

  Dear Mr. ***************** you for bringing this matter to our attention. We sincerely apologize for any frustration or inconvenience our marketing efforts may have caused.
  Upon receiving your request, we promptly removed your information from all of our internal marketing databases. However, due to the nature of marketing campaignsespecially those that are prepared and scheduled in advanceit can take some time for all mailers and communications to completely cease. Please rest assured that no further outreach is being initiated from our side, and any residual contact should stop shortly.
  We take your concerns seriously and are committed to respecting the privacy and preferences of all consumers. Again, we apologize for the inconvenience and appreciate your patience as the remaining mailings run their course.

• Initial Complaint

  Date:02/07/2025

  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.

  Capital Heating offered a low-priced furnace tune-up to get their foot in the door. On the day of the tune, October 28, 2024, they found low static static pressure and offered various fixes at various prices.Even after the work was done and adjusting the supply registers to even out temperatures, the temps vary as much as four degrees in our one-story 1500 sq. foot condo. We now suffer from ice cold laminate floors and have to wear sweaters to stay warm throughout our condo. We asked Capital Heating to fix this problem but they refused.When their sales *** presented a cost of $10,283 on his pad of paper we said No way! Then he mentioned the $400 Capital maintenance membership discount and the $591 discount to put the guys to work the next day. We accepted that offer with the understanding we were paying for:2-star air flow fix burner cleaning (included as part of the 2-star fix)duct cleaning (thrown in by the sales *** at no extra charge) The sale *** NEVER showed us where these 2 discounts would be applied. When I asked the company for a breakout of our charges, it clearly showed that the $400 Capital Cash discount and the $591 discount to put the guys to work should have reduced the $10,283. But that NEVER happened! When I called our previous **** company ************************, they said you were over-charged for the worked done. We have called and emailed the Sales Director of Capital Heating about these issues a number of times but without getting resolution. If you do business with Capital Heating, protect yourself by getting a written detailed itemized estimate and getting a second opinion!

  

  Business Response

  Date: 02/12/2025

  Dear ******* and *****,
  Thank you for taking the time to share your concerns regarding your recent service with Capital Heating, Cooling, Electric & Plumbing. We truly appreciate your business and want to ensure that all aspects of your experience are addressed.
  To clarify, the original price of the 2-star modifications was $11,247, and you accepted the discounted price of $10,283, which already included the following:
  ?? $995 duct cleaning added at no charge
  ?? $400 Capital Cash discount
  ?? $591 Put the Guys to Work discount
  In addition to these discounts, we also refunded $1,847 for work that we were unable to perform and an additional $1,566 for work you later determined was unnecessary, bringing the total refunds provided to $3,413.
  As for the work completed, our team successfully performed the 2-star airflow modifications to improve your systems performance. This included adjusting the ductwork and optimizing airflow to bring the static pressure in line with the manufacturers installation requirements. Ensuring proper static pressure is critical for system efficiency, longevity, and overall comfort, and we are confident that these adjustments have improved the fundamental operation of your HVAC system.
  We understand that you are still experiencing temperature variations in your home, and we sincerely regret any discomfort. While the adjustments made were designed to improve airflow and efficiency, factors such as ductwork design, insulation, home layout, and external weather conditions can all impact temperature consistency.
  To ensure you are fully satisfied, we would be happy to schedule a free follow-up assessment to evaluate the airflow and explore additional solutions for further balancing temperatures in your home.
  Despite multiple email exchanges, phone conversations, detailed invoice breakdowns, and providing screenshots and written documentation of the agreed pricing, you have continued to express concerns that you are owed additional funds. To bring this matter to a resolution, we offered to refund the amount you requested, but we have not received a response from you. Additionally, when we attempted to call, we were told it was the wrong number, despite having successfully reached you on that number in the past.
  Our team has made every effort to address your concerns in good faith and provide a fair resolution. If you would like to accept the refund offer and close this matter, or if you would like to schedule your free follow-up assessment, please respond to this email or contact us directly at ************ as soon as possible.
  Thank you again for your time, and we hope to resolve this with you soon.
  Sincerely,
  
  
  Capital Heating, Cooling, Electric & Plumbing

• Initial Complaint

  Date:01/31/2025

  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.

  About 6 months ago, I won what I thought was free air duct cleaning while listening to wisn radio. When I spoke with Capital Heating & Cooling, I discovered the offer wasn't what I thought it was and told them I wasn't interested. I thought that was the end of it. Capital Heating continues to call sometimes multiple times a day. I keep telling them I am NOT interested, I have my own Heating and cooling ** that does my work but Capital continues to call. They won't take "no" for an answer. They harass me and almost think it's amusing. I have told them I am not interested *****x. Other times I don't answer the phone. PLEASE HELP. They won't stop calling!

  

  Business Response

  Date: 02/03/2025

  Thank you for bringing this to our attention. We sincerely apologize for the repeated calls youve received from our team, especially after you've already expressed that youre not interested in our services. We completely understand how disruptive and frustrating this can be, and we deeply regret that weve caused you any inconvenience.
  I want to personally assure you that your number has been added to our Do Not Call list, and you will no longer receive any further calls, texts, or emails from us. We value your time and privacy, and this will be handled promptly.
  Please know that we take customer concerns seriously, and were committed to improving our practices to ensure this doesn't happen again in the future. If you ever need assistance down the line or have any other questions, were always here to help.
  Thank you again for your understanding, and we truly appreciate your feedback.

• Initial Complaint

  Date:06/28/2024

  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 a technician come out for a 50 dollar check of system. When he came out he noticed some concerns with static pressure I believe it was. Stated he needed a specialist to come out and look at it. Well the specialist I now know was not a specialist but a sales person. The title is misleading and an mis representation of what this individual actually does. When the first person came out they stated the must dos were 722 dollars, however the sales person quoted 1800 for the same thing. Then stated we needed two new vents and they were going to put a vent in the living room and in a room in the basement. We agreed, as the pressure concern seemed to be immediate. When the technicians came the next day first they didnt even know they were installing two vents, second they had to wait for a part for over an hour . When they finished the work wasnt even what was said to be done, they put a vent in an already existing duct and did do the vent in the living room. I called immediately the next morning and inquired about an itemized bill I was sent a bill which said 995 dollars and the total cost 5600, the sales person I spoke to the following day stated they would contact their supervise who was out but possibly someone else would contact me. No one has, I am looking for an exact itemized bill of what everything cost, an explanation of why the cost was so extreme and how come we were quoted different prices for the same ac/c work. I also hope that they can change the misrepresentation of a specialists as it is very misleading to individuals who think they are allowing a specialist of th hvac system and not a sales specialist . I was not presented with a card or the individual upon arrival he even specifically said I am not a sales guy I am a numbers guy

  

  Business Response

  Date: 07/17/2024

  Hello,

   

  Thank you for sharing your experience with us. We believe in personal responsibility and holding ourselves accountable to each other and our customers. This complaint has been addressed and resolved by our managment team directly. If you have any further questions or concerns please feel free to connect with us. 

   

  Thank you! 

• Initial Complaint

  Date:03/05/2024

  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.

  10/31/18 Capital installed a Rheem ****** Modulating Furnace $8,500. The first time the installer #3 turned it on it made a loud noise from the Intake Ductwork. (it sounded like a drum) He was the last one at my home, all others already left #1 and #2 (it took over 6 hours to install). The one guy left only knew how to install/set up the thermostat he knew zero about ********, told me to call the office the next day. I called the next day, told them about the noise and the installers put a smaller trunk then I previously had. I asked, could that be the issue, less air intake? Someone did come take a look at it, again I said the intake is smaller than my old Intake. That should be fixed. They said it would be addressed. This discussion happened every appointment from 2018-22 while I had the "worry free plan" for maintenance. At some point a tech (fixing a water leak) rigged the duct with s**** straps to keep the intake ductwork from FLEXING (flexing causes the loud noise every time the Fan kicked on) That was a bandage for the noise, it wasn't fixed. Again, I said the Intake is too small. In 2023 I started doing maintenance myself, I canceled their "Worry Free" maintenance plan. Feb. 2024, I get a call saying I was selected for a FREE tune-up. 3/4/24 **** came for the tune-up. From his Test's He said the air intake levels are too low. (******** to SMALL like I said to the first guy who looked at it and every other after) Charged me $650 for cleaning the blower fan (included with paid tune *** though) **** screwed holes in my ductwork, never sealed them back up. It also won't Kick into the 2nd stage now. He did call and inform his manager (who I can never reach) who sent a "Design Specialist" asap, who then says I need more air intake (I said dah) the next day there's an email estimate $6,100 to create more air intake. Since they improperly installed my furnace and sold me the wrong size, Rheem can void my warranty. The original Ductwork was larger.

  Customer Answer

  Date: 03/21/2024

  They have responded and they are replacing the ductwork and recleaning the fan and coil.   

  
  

  Customer Answer

  Date: 03/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:06/27/2023

  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.

  We purchased a mini split ** system from Capital Heating and Cooling back in October of 2020. We were ensured that this unit would effectively cool our tri-level home despite not having prior duct work. This project cost my husband and I upward of $15,000. Since the initial installation we have had to call them out to service our ** unit more than 15 times. Every warm season we go to use it, there is a new issue. We have been told on multiple occasions that this was an installation issue. I have been in contact with the manager / supervisor but they have never come to the home to look at it and assess the problem. They will send technicians but I have requested someone higher up analyze the issue directly. The most recent issue we encountered today, is a water stain in our 4 month old sons room due to a leak in the ** unit. Mind you, a technician was just out last month (5/22) to service the ** because it wasnt cooling appropriately. The technician said that he looked everything over and fixed a leak and we were good to go. As previously mentioned, all of these issues are related to an initial installation issue with the unit.

  

  Business Response

  Date: 07/12/2023

  We've been working directly with this customer since the day she had a complaint--working to resolve all issues. We are replacing ---1T ********** Air Handler Heat Pump Indoor Unit - ***** BTU/Hr Cooling, ***** BTU/Hr Heating, 208/230 VAC 60 Hz ************ MCA, 448 CFM Heating/Cooling, Black, R-410A, Mini-Split, Multi-Position, Air Handler Heat Pump Indoor Unit. Our customer Advocate attempted to connect with the customer directly 6/28/********** a detailed voicemail but the customer never returned the customer advocates call. Customer Advocate connected with the customer directly 7/12/2023 customer confirmed everything was good as our Operations Manager has been addressing all issues, complaints, suggestions, etc to assist the customer all along. The new Install appointment has been scheduled for 7/19/2023. 

   

  Issue resolved 

   

  Thank you! 
  
  

  
  

• Initial Complaint

  Date:02/05/2023

  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.

  The **** gentleman was untruthful on the unit that was being inspected and I paid for a service though another provider!

  

  Business Response

  Date: 02/09/2023

  Hello *******,
  
  Capital stands on principle and trust, We strive to do what is right for every customer by delivering superior service and solutions that will always keep you and your family safe. We appreciate your time and input on this matter ******* and we will ***** you the refund you requested excluding the finance charge Capital paid to Home Depot.
  
  After a full review of your account it was determined that you contacted Capital for an emergency No-Heat appointment on Sunday February 5th, 2023. The technician completed a full inspection and maintenance of your unit and determined that there was a crack in the heat exchanger which then made it unsafe to operate and per our protocol we deemed the unit unsafe and shut it down. We firmly stand by our diagnosis result for your system as we have certified trained technicians and we use manufactured high quality equipment like the combustion analyzers, Full bluetooth integrated system diagnostic tools and (used in this case to take the pictures below) endoscope cameras.
  
  Also, at Capital every failed heat exchanger diagnosis goes through a second visual and diagnostic assessment by a professional in our office before we make a determination that the heat exchanger is failed. This is part of a multi-step verification we use to ensure that we provide the absolute highest levels of service.
  
  We've included an image of the cracked heat exchanger(photo taken 2/5/2023 @ 10:12am) as well as a copy of the estimate presented to you onsite for repairs(only labor cost ), parts were not included in this estimate as you have warranty which covered the cost of those parts. Your warranty did not cover labor.  Additionally, the condition of the auxiliary items like the filter (picture included below) which had a SIGNIFICANT restriction in air flow over a sustained period of time, likely put far more heat stress on your heat exchanger which points to additional causality for the cracking and the failure.
  
  We recommend that you get a third opinion on your system (as our primary focus is your safety).
  
  We wish you the best moving forward ***************

  
  

  
  

  
  

  
  

  
  

   
  

  --
  

  *********************** | Customer Advocate 

  Capital Heating & Cooling

  W134 ************************************. | ***************, ** 53051

  O: ************ | F: ************
  

  Customer Testimonials
  

  www.CapitalHVAC.com

  Your Partner for Comfort and Health!

  Customer Answer

  Date: 02/09/2023

  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 
  I received a second opinion and also had my unit fixed along with tech did not tell me unit had a warranty I have pictures from the unit that was taking apart the unit was not cracked!
  Regards,
  
  ***************************