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:03/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Appalachian Heating (AH) installed a furnace several years ago but I have only recently been informed that the furnace is too large to be supported by my ventilation system. In July 2023, AH also installed a heat pump and during that installation, AH stated the system needed more air intake. As a quick fix, AH installed an intake vent in my basement where my workshop is located and despite their assurance this would cause no problem, sawdust has entered the heating system and is causing the furnace to malfunction. The problems with the oversized furnace only began to become apparent after the heat pump was installed. In the course of servicing the furnace, AH has only recently discovered (in February 2025) that not only is there still an insufficient amount of air intake going into the furnace, but there is also insufficient supply ducting that carries the heated air away form the furnace. AH reported that the furnace is "absolutely starving for air" and has stated that regarless of whatever other problems may need to be fixed, that the ventilation system must be enlarged and the sawdust removed. AH maintains that I must pay for all cost, including modification to the ventilation system, removing the sawdust, and inspecting and repairing any other issues that may be present. AH had installed our previous furnace which was considerably smaller. That furnace was completely satisfactory and compatible with our ventilation system. AH were the ones who recommended a larger unit, stating it would be more efficient; however, they failed to take into account that the ventilation system could not adequately support the larger furnace. As a result, the furnace has not operated properly since the day it was installed and now, as a result of insufficient airflow, the furnace is burning itself out and malfunctioning. AH are the experts. We relied upon them to properly install our heating system. They failed. AH should be held accountable and pay to fix their own mistakes.

  Customer Answer

  Date: 04/14/2025

  Better Business Bureau:
  
  
  
  At this time, I have not been contacted by Appalachian Heating regarding complaint ID *********
  
  
  
  Regards,
  
  
  
  ******* ****

• Initial Complaint

  Date:03/07/2025

  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.

  The unit has been broken since purchase. They came out removed a part said didn't need that part it went out again they charged me a service call said motor was messed up had to order but parts and labor was free so then went they came back they are now trying to charge service call and labor again. Went out a week later and had to come back again to only find out the motor was probably fine it's been a valve messed up since purchase had to be replaced

  Business Response

  Date: 03/25/2025

  5/12/23- The system was installed. System came with 1 year labor warranty and 10 year parts warranty from the equipment manufacturer. 

  6/27/23- Complaint: Unit stopped working. Unit had a float switch failure. Unit repair made onsite. Cost $0.00 covered under 1 year warranty. 

  1/02/25-  Complaint: Low air flow and heat.Tech found the blower not performing correctly. Customer notified, parts ordered. Cost $264.95 Outside of labor warranty labor is billable. 

  1/29/25- Tech returns with a new blower motor and installs. Unit performing as designed. Cost $145.75 Outside of labor warranty so labor is billable parts put on are covered at no cost.

  2/26/25- Complaint: Unit not heating well. Tech found the defrost sensor had come loose from the condenser coil. Repair made onsite.  Cost $0.00
  
  
  This unit was sold with a one year labor warranty and a ten year parts warranty. 10 year parts and labor warranty was offered but declined at time of purchase. Labor warranty expired on 5/12/24. 1 year after installation. 
  None of the above complaints are related to the other or would cause the other failures.
  At present Mr. ****** owes $264.95 for the service visit made on 1/02/25.

• Initial Complaint

  Date:10/14/2024

  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.

  In July of 2024 the air conditioner in my house stopped working. I then did what most people would do and contacted ******* They then referred me to Appalachian Heating. I called and was connected with Stephanie G***.
  
  Stephanie told me to abandon the purchase with ****** and to go with one of their units. I told her that I have always been happy with ****** and would like to stick with purchasing one from them. She then went out to the property and told me which unit I would need to purchase, to fit my house. I then made the purchase.
  
  After that, she told me to make a deposit of $1,283.50 to get the installation started and I paid it. The installation was then scheduled. When the first date we scheduled approached, it was canceled and rescheduled.
  
  Then, the second date arrived and they began installation. As it turned out, they had me purchase a wrong device, that was sold separately from the Forced Air unit and said they'd be back in a couple of days. A couple of days turned into approximately 3 weeks. They came back out to put the "correct" device in and then told me that the whole unit won't wire correctly to my house.
  
  They told me I had to pay an additional $1,500 to correct their error. They told me to purchase this unit, and that it would fit. If it doesn't fit, then they need to return the unit and get the correct one, or install whatever wiring is needed to make it correctly fit my house. They are trying to pretend it isn't their problem that it is a wiring issue. That is the very problem, they told me to buy this unit and if there is a wiring issue, the above two avenues are the way to fix it and they need to do so.
  
  I now have tenants living in the house that have no heat, because of this issue.

  Business Response

  Date: 11/04/2024

  We have each agreed to the customers request. Just waiting on authorization to proceed.

• Initial Complaint

  Date:10/25/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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 9/23/2018: Appalachian Power was going to replace the ********* **uastat and 6" damper
  on my furnace. After getting the parts and returning the tech person found the furnace running
  properly. I paid for the parts ($228.42) and told the tech person that I would keep the parts in case that I may need them later.
  On 10/12/2022: The tech person needed the items mentioned above. I told him that I had them from a previous
  call that they had before. He put the parts in and noticed that there was no wiring harness. He showed me that the damper that the other tech person had ordered did not have a wiring harness. Stated on the box (WIRING
  HARNESS NOT INCLUDED). He said that he would have the order one and would return to plug it in. He said that there would probably be no charge since that was supposed to be part of the parts order ($131.18)
  On 10/22/2022: The tech person returned when I was not at home and plugged in the harness. He then told my brother that it was $130.28. My brother is totally disabled and wrote him a check.
  On 10/22/2022: I called Appalachian Heating and the customer service person said that they had to order a damper with a wiring harness to get the wiring harness they needed and that I was charged for another damper. This is robbery! I would like to have my $130.28 back.

  Business Response

  Date: 10/26/2022

  This charge was not just for the part. It was for the labor to put it in as well. Per the attachment we had 30 minutes of labor in the call. Our service manager has also previously spoken to customer to explain this.

  Business Response

  Date: 11/07/2022

  What are they specifically wanting refunded? The extra cost for wiring harness or the labor? 

   

  We provided both the extra material needed and also the skilled onsite labor to install it? 

   

  To our knowledge their system is now up and fully functioning. 

  Customer Answer

  Date: 11/08/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  The invoice #******** was for the repair. I had already purchased the parts from you guys on 9/23/2019. You charged me $131.18 for the installation of these parts and $130.08 to hook up a wiring harness (invoice number *********. I feel that I was overcharged $130.08
  
  
  
  Regards,
  
  
  
  ******* ******