Complaints

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

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  Over the Moon Heating, Air & Electric

  20711 Watertown Rd Ste D Waukesha, WI 53186-1881

  
• 

  Over the Moon Heating, Air & Electric

  PO Box 406 Oconomowoc, WI 53066-0406

  
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  Over the Moon Heating, Air & Electric

  N58W39800 Industrial Rd Oconomowoc, WI 53066-2037

  
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  Over the Moon Heating, Air & Electric

  285 N Janacek Rd Brookfield, WI 53045-6102

  

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:02/11/2025

  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.

  On the day of Dec.1 2024 I had an electrical problem. It was strange, lights were flickering stove was goin on and off. And no heat. So I paid this company called Over the moon electric. The bill shows in Phase electric. They are the same. So I paid $200 for them to come out right away. When he arrived he started his evaluation. Of course he went right to the breaker box. I heard a loud crash. I was in a different room. He yelled out it's OK I just dropped the panel cover. OK I didn't think anything of it. He went outside and determined the issue was with the big electrical box on the building. It was a pretty big problem. He couldn't fix it. He said to wait for the engineer to figure the price. Then before he left he asked for another $387. I complained to that I had paid for the evaluation already. He said it was beyond the normal time. To my relief I figured that it was the HOA's responsibility. He left then I went into the room where the electric panel is. And there was the hole in my new floor. Right in the door way very noticeable. I called the company. I've been communicating with a women named Brie. She asked me for photos. I sent them She said they would get in touch. OK, Christmas was approaching. So I gave them plenty of time. I never heard back. So I called Brie again. And she asked for more pictures. So I sent them again. I waited another week or so. I know they're waiting for me to give up. So I gave them $586 and not one thing did he fix. And he put a very noticeable defect in my new floor. I did offer they put a credit of $250. That's what I guessed it would cost for me to call someone to fix it. I never heard back again. so that's when I decided to get in touch with you. I just want what's fair. I wasn't really mad after I saw what he had done. He was a nice guy and accidents happen. But I thought they would be honest. Thank you for the consideration ******** *******

  

  Business Response

  Date: 03/03/2025

  Hello Virginia 

  Sorry to hear about your frustrations with Over the Moon.  I do see that you paid for the front of the line pass for same day service and we arrived same day which also includes the furnace/ac and electrical visit with our team over the course of the next year.  Once our team arrived we did look to see if there was something simple that needed to be completed that would be causing the issue.  Once we realized that it was going to take some additional time to find out what the situation was we moved into an advanced diagnostics to pin point the problem.

  I am sorry to hear that the flooring was damaged when our technician and the utility technician were onsite at your home. In hopes to resolve this matter we are happy to extend an additional year of membership to you giving you two years of furnace, ac and electrical maintenance.  The other option we have is to refund you for the Front of the Line pass and cancel the additional appointments associated with the program.  

  Please feel free to reach out to let us know how you would like to proceed.

  Thank you

   

• Initial Complaint

  Date:01/03/2024

  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.

  Over the Moon- Heating and *************** uses gimmick "free" inspections (via Cold Calls and texts) to get inside people's homes. I fell for the gimmick in Jan of 2023 for a "free" furnace inspection. During the inspection they pressured me to become a Gold member and I ended up spending $900 replacing parts. Being a Gold member provided me a "free" inspection/tune up on my air conditioner which was conducted on 9/11/2023. During this inspection the technician told my wife that several parts were worn and needed to be replaced (the same game script I fell for in Jan). I was out of town and she couldn't reach me so she agreed. I of course would have told her to not spend any more money with them. When I returned from my trip I saw that our free tuneup cost $682 and I was upset. I was not happy there was no checklist provided showing that they even conducted a tune up. All i got was an invoice for $692. I was curious about the cost of the parts they replaced and called *************************** Heating who installed our air conditioner in 2018. They looked up my system and said parts are covered under warranty until ****. They said any technician should be able to access that information using the serial number on my system. They said they charge $71- $169 for contractors & $149 for capacitors. (Their service fee would have been $119 too- and i paid 682). I called Over the Moon to let them know about the parts warranty and they said they would look into it. Weeks go by nothing. I call them back and its "under review" by their service department. Several more weeks and I call again. Their service manager did call back but I missed it and returned the call weeks later with no answer. It's just shy of 4 months now. I fully believe they are just waiting me out to forget about the whole thing. I think it's fair for me to get reimbursed for the parts. Can we not trust 3rd party companies anymore to come into our homes and service equipment they did not install themselves?

  

  Business Response

  Date: 01/19/2024

  *****, part of our visit with your membership, includes the ac clean and check. Part of the clean and check is to present any parts that are in need of attention or replacement. 

  We did a very ************** and check on your equipment and presented options for improvement.  Anyone can call and find out about any existing warranties on any products, including homeowners. If there are warranties in place from a previous company who installed or has extended warranties purchased from them, then why are you not just continuing to use that previous company? Our technicians job is to complete a ************** and check and offer any solutions available to the homeowner for making that equipment more efficient.
  

  With that said, I would be happy to offer a $100 refund since you were unavailable to be apart of that process as we only met with your significant other and she signed for repairs. You of course, would have told her not to spend any money with us. 

  Customer Answer

  Date: 01/26/2024

  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.
  

  Good afternoon,

  I do not accept Over The Moon's offer of a $100 refund for several reasons. Over The Moon basically responded that this whole situation is my fault. That I, as the homeowner should know about manufacturer's warranties. I was only tracking that they would be conducting a "service" on my system and that is it.  I called 3 other local Heating and Air companies and asked them if they check systems (that they did not install) for current/eligible warranties and all 3 companies said yes and that it is a simple process for their technicians to check via the serial number. That is all I am asking for. ********************** shouldn't even lose any money. They just need to do what they should have done in the first place and submit for the parts warranty through the manufacturer. Then they reimburse me for the parts that I shouldn't have paid for. Is it that difficult? Was it necessary to ignore my inquires for several months?  If they don't do right by this request I want this complaint published so other home owners don't pay for things they shouldn't be paying for.  The response from Over the Moon also hinted that this was my fault since I chose a company to conduct a service when a different company installed the equipment. #1. I guess I was foolish for thinking that you could trust a company to keep the customers best interest in mind. #2. Maybe it's because I just wanted to put an end to all the Over The Moon phone calls (I mentioned the high pressure sales tactics this company does in my original complaint) and finally gave in and said yes to the service. Phone calls and messages were placed to my phone on: 29 Jun, 12 Jul (twice), 24 Jul, 26 July, 27 July, 18 Aug. Now that I look at this again its almost like harassment. This isn't even a debt collection company! I added the messages as an attachment although it didn't save very well. This process has wasted a lot of time over a couple hundred dollars worth of parts. I hope Over The Moon does the right thing. And to think I was a "GOLD STAR MEMBER" too. Don't feel like I got the gold star treatment here. Hate to think how basic customers get treated. 

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

• Initial Complaint

  Date:10/03/2023

  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.

  On October 2nd I was charged $1,100 for them to come in and diagnose and fix two outdoor light posts. The employee came in and started checking everything electrical in my house which I did not ask him to do; he told me I should have a whole house surge protector and that an electrical outlet needed to be replaced. He gave me a quote to install those things and do the work necessary within a 2 hour frame that would fix the outdoor lights. I left for work and someone called me before he even left to collect payment. I did not pay yet and told them I wanted to know what was done about the outdoor lights. Employee called to tell me I need all new outdoor wiring so the lights were never fixed. I was still charged $1,100. They do NOT give itemized invoiced and claim to not charge for material or time, basing their estimates on practically nothing and giving no explanation for it. I called their customer service and they werent even able to give me an explanation for why I was charged what I was charged. I will be speaking to manager tomorrow to attempt to find a resolution, but I find it ONLY appropriate at this point to pay for the service fee to come out and for the surge protector and electrical outlet, and I absolutely want to see a fairly itemized invoice. Either that or remove the surge protector and just charge me for the service fee and the outlet replacement as I never intended on installing these things, the whole point of the visit was to have the outdoor lights fixed which was included in my estimate and the work was never done!!!! It is horrible business practice to refuse an itemized invoice after service.

  

  Business Response

  Date: 10/20/2023

  Over the Moon service technician arrived on site to look over the outdoor lights not working.  Over the Moon went through the critical checks, which they do on every service call to understand the home and the electrical system.  Once he had an understanding he presented three options to the homeowner, ranging from $605-1$698.  ****** chose to move forward with the second option, which included a surge protector, a diagnostic of the lights not working and a few outlets that were not correct and up to code in the kitchen.  

  Once the work was approved, via her signing in our program with the estimate pricing, our tech started and ****** went to work. Over the Moon service tech started on the diagnostic of why the lights were not working and found faulty wiring on the outside of the home which required rewiring.  Once the diagnostic was completed, a supervisor was requested to confirm as a second opinion and would create permanent solutions for replacement of that area of concern.  *********** tech then proceed with the additional items that were chosen in the selected estimate.

  Once the service technician was completed with the work, he called ****** and collected payment and scheduled a time for the supervisor to come out for the 2nd opinion and permanent solution if needed.

  Over the Moon received a phone call requesting a further breakdown of a time and material invoice on the agreed upon/completed work by the service technician.  ****** was informed that  Over the Moon does not offer that, as they are not a time and material company and never claimed to be a time and material company per when a customer initially books an appointment.  Which is why we gave her a price before we started the work and disclosed the dispatch fee to have a technician arrive.  ****** went to ****** to say "It is horrible business practice to refuse an itemized invoice after service," this statement is ridiculous.

  ****** absolutely had the right to not choose a provider. Meaning, if a person does not like pricing or the nature of the pricing, they have the choice to not accept it. The option to have a  person accept an estimate before any work has started, have the work completed and then decide now they dont like it and demand an option the company does not provide is unreasonable.

   Over the Moon still sent out a supervisor onsite and offered to put together solutions, however ****** said that if the invoice could not be  broke down into a time and material pricing to that structure, then she would not want us to move forward with anything and asked us to leave.

   She also wanted a full refund even though we did all of the work, in order for her to be happy. 

  Enlight of the above in an attempt resolve this situation, we would be happy to issue a $200 refund in exchange for updating all social media/google reviews expressing that we have discussed this matter and have reconciled with you.

  Customer Answer

  Date: 10/23/2023

  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 below.
  
  Your technician came out and immediately started walking around my house looking for things to sell me on without diagnosing the light issue first. To have someone pay $600 just for a diagnosis is robbery. Your tech replaced ONE outlet in the kitchen, not a few and told me that he would do whatever work needed to be done on the lights within two hours to get them working again. I left for work in trusting that he would have diagnosed the lights and actually did the work like we agreed upon which was the entire point of me having your company come out in the first place. If you send techs to appointments that arent even educated or prepared enough to do the work that theyre are hired to do, that is not my problem. You sent out a manager the next day who again, did absolutely nothing and was not even aware of the situation when he arrived. He was completely unprepared to do any work, again, and apologized multiple times as he knew the situation was unprofessional. He took a phone call with who I assumed to be the owner, who tried to defend his company, saying hes not going to get rich by scamming people, which is exactly what he did to me. To further refuse to provide an itemized statement IS ABSOLUTELY RIDICULOUS as you clearly threw together a number to charge me and can break down that number however you see fit. Your company is a terrible company that is very obviously scamming people, and you have multiple other reviews that say the same thing. I want to be refunded $500 for half of the amount, as absolutely no work was done on the lights and I was told there would be. Your diagnosis the manager gave me also included redoing an electrical outlet outdoors as it didnt work which was also INCORRECT. I have used that outlet to plug in a hedge trimmer, so to tell me that I needed to redo that outdoor outlet along with every other outdoor outlet just to get the lights to work was absolutely incorrect and unnecessary. You were attempting to get me to do WAY MORE work done than what was needed to get the lights working simply because you thought I was stupid. Your owner even admitted to me on the phone to me that there was a miscommunication on the techs behalf which is of absolutely no fault of my own. Your lack of honesty and transparency is abhorrent and charging someone $1100 to change one outlet, install a surge protector and simply tell me that I needed to redo wiring for outdoor lights is ridiculous. Refund me my $500 and I will update the reviews on social media. 

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

• Initial Complaint

  Date:07/27/2023

  Type:Order 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.

  When preparing the estimate, the sales electrician looked at the outlet in the basement and said that was not right and that they would fix the outlet. However, he opted not to write that down on the bid/estimate sheet as all the other outlets in the basement were acceptable. He even admitted this was not standard and should be fixed. Because he forgot to write it on the estimate, he is refusing to finish the job and replace the outlet in an appropriate manner as part of the original (now paid in full) work estimate. An appointment was scheduled through their office and then cancelled on Over The Moon's part when the sales electrician called to say he was not responsible for completing the work because he didn't write it down and no one will be out to fix the issue. I took his word during the estimate walk through that he would fix it and now they are backing out on their word because they forgot to write it down. Completely unethical to get extra money for their negligence. They also left a junction box open in the garage and failed to repair an extra hole in a wall where they were to put a light switch and left the hole for me to deal with. So I ended up having to clean up after them and deal with an extra hole in my wall. After asking for a response on their plan to resolve the issue -- I am being ignored. The fact that sales electrician forgot to write down that he would fix that outlet in the basement even though other basement outlets were fine especially since every outlet and switch was replaced/upgraded throughout the house. It is ridiculous for them not to come back to replace/fix this outlet they forgot to address.

• Initial Complaint

  Date:07/01/2023

  Type:Order 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.

  Complete rip off. Sabotaged my air conditioner after I declined crazy expensive unneeded maintenance work during maintenance contract paid annual service. AC did not work after service visit and I contacted a reputable company that inspected and saw a solenoid wire disconnected. This was one of the items the technician insisted was near the end of its lifespan and required $600 to replace. Company would not cancel my service contact, call me back, or pay for a reputable company to fix what they damaged. Now Im getting charged the annual fee monthly.Poor quality electrical work- didnt complete all the work I paid for, an outlet was installed at the wrong height above a countertop, and a wall was damaged in the adjoining room. Didnt notice until cabinets and countertop were installed.

• Initial Complaint

  Date:09/28/2022

  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 paid $250 to Over The Moon Heating and Air Conditioning for a one year service agreement. When I called with a problem, I was told that it would cost me $99 to have someone come to my home to diagnose the problem. I was told that the service agreement only covered "tune ***** This is not what I was told when I agreed to the service. Therefore, since I have not used this sham service, I would like the money I paid refunded to me. If you can help, I would appreciate it. Tank you.