Complaints

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

close

Find a Location

Powder River Heating & Air Conditioning Inc has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Powder River Heating & Air Conditioning Inc

  3707 Tanner Drive Gillette, WY 82718

• 

  Powder River Heating & Air Conditioning Inc

  96 N. Lobban Buffalo, WY 82834

• 

  Powder River Heating & Air Conditioning Inc

  900 Gillette Street Sheridan, WY 82801

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:06/20/2024

  Type:Sales and Advertising 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.

  My girlfriend and I had called Powder River to come fix our heater. The tech came out and said that he needed to order a part. The part came in and was the wrong size and didnt fit. We had another company come out and replaced the part with no issues. We paid powder river for the techs time and for the shipping of the part. They insist on charging us for a part that we dont have and they have had it for a few months. The manager insists that its the right part and has not been to see for himself that its the wrong part. They turned the bill over to a collection company. They are charging customers for parts that the customer doesnt have.

  Business Response

  Date: 06/26/2024

  The service ticket for this work was under the name of *************************, who I presume is ***'s girlfriend.  Our service tech was onsite and diagnosed a bad gas valve.  Our parts manager ******************* ordered a gas valve that replaces the one they had.   ***** picked up the new valve and told our Buffalo receptionist that they would have a friend install it for them.   Someone tried to install it, and **************** returned the valve to our Buffalo store stating that it was the wrong valve, and that he had ordered the correct one from another company and installed it.   Inspection of the returned valve showed pipe dope and wrench marks, and ********* (part supplier) would not take it back due to those conditions.  ******************* contacted **************** stating that the valve was not returnable and he would be responsible for payment.  **** told **************** that he could come pick up the valve since he had to pay for it, but **************** stated he wouldn't take it and wasn't going to pay for it.  We still have the part which is available for **************** to pick up at any time.   

  **** verified with 3 different vendors that the model of valve he ordered was the correct one for the equipment.  He told **************** that installing the replacement valve may require some pipe manipulation, but it was the correct valve.  Since we were not hired to actually replace the valve, we cannot be responsible for what happened after the valve was picked up at our store.  

  Customer Answer

  Date: 06/27/2024

  Complaint: 21869762
  
  I am rejecting this response because:
  The part was the wrong part and was never installed. If the manager ever came out to check he would have seen it. We are not going to accept  a part that doesnt fit. We have no use for it. We paid for the tech and shipping. We are not going to be responsible for the incompetence of the tech when they order the wrong product. 
  Regards,
  
  *******************

  Customer Answer

  Date: 07/15/2024

  So you are going to accept their lies and saying forget about the consumer? I guess that we dont matter. You are not looking out for us. Just bigger companies. 

• Initial Complaint

  Date:01/04/2024

  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.

  Account #R03323
  Requested service online 11/4/23
  They No Showed/cancelled 11/9/23, 11/10/23, 11/14/23, plus one I can't remember the date.
  
  Their customer service is abysmal. I needed them to come fix a sink that wouldn't drain in a renter's trailer. They took the job, but either didn't show up, or cancelled the day of, 4 times over a 3 week span. Horrible communication and no consideration for the customer.
  
  They called out of the blue on 11/20/23 and said they could go right then, so I said okay not wanting to miss out on them finally showing up, and set out to find the renters to let them know, but they were not in town, so I had to cancel and made an appointment for the next day.
  
  When they did finally show up on 11/21/23, whatever was stuck in the sink had been there for a month (really gross and I didn't realize the renters hadn't taken care of it another way) so the tech decided the conditions were too gross to do the job. He was there less than 15 minutes and did not fix the problem.
  
  I expected a bill for the 15 minutes, but was instead emailed an invoice for 1.5 hours time at $195. I emailed back and forth with them, explaining that they had the time wrong and that I would not pay that amount for what was done. I've been told that because the GPS says he was there for 1.5 hours that they are billing for 1.5 hours, period. I was also told that no matter what, their minimum charge is $135. I was not told this ahead of time, nor did I sign anything agreeing to this.
  
  So after almost a month of waiting and cancellations, with the sink never being fixed, they are charging $195 and adding interest. They do not care about the service they didn't provide and that they cancelled so many times, nor the fact that their tech was only there for 15 minutes. They will not adjust the bill.

  Business Response

  Date: 01/08/2024

  We have a one hour minimum charge on all calls.  That has been our policy for over 15 years.   The sink and drain contained a large volume of vomit that our plumber guessed was possibly 3 weeks old.  There were dead flies and live flies all over the area, and the trailer was littered with cat and dog feces and urine.  We have video of this if necessary.  The place was a biohazzard and our plumber could only handle the smell for brief periods before taking a break to get some fresh air outside.  

  Patrick also inspected the pipes outside due to the customer stating that the water in the shower and bathroom sink were draining slow.  Our service plumber, Patrick Kelly was at the location for 1.5 hours and can be verified by the GPS tracking on his vehicle.  Our plumber comes to Buffalo from Sheridan.  We did not charge the customer for the canceled call on 11/20/23 even though he made the trip over to Buffalo before being notified by customer of the cancellation.  We did the work requested in the time it took to complete.  We will not adjust the amount charged.

  We also suggest that the customer contact the renters and have them clean the trailer, as the condition it is in currently is a biohazzard and there are kids currently living there.

  Customer Answer

  Date: 01/19/2024

  I did not see that the business had responded until now. He was not there for 1.5 hours. There was no problem with the other pipes...there was when the service call was accepted 3 weeks prior, but had been taken care of by the time they showed up. He was told that there was no problem with that and should not have spent any time on it. I have the video - it is 4 seconds long and only shows the sink. Yes, there was liquid in the sink. Not vomit, but as I said in the original complaint, dirty dish contents left for 3 weeks while the renters waited for them to show up and unclog it. It was gross, but not a biohazard. I have photos of the house from the same time he had been there and it was not as represented. I don't know what the tech was doing for the gps to show that he was there for 1.5 hours, I just know he only worked on what we called for (3 weeks prior) for 15 minutes. If they are going to charge a minimum, it needs to be expressed up front. They cannot charge for not doing the job. 

  I paid $75, which I feel is more than adequate for what they did. Crappy, crappy customer service. Trying to shame me and the renters is disgusting and shows the low level they are at.

  Business Response

  Date: 02/01/2024

  We stand by our initial response to this complaint.  We are not changing our response to argue the changes in her story.  Again, our minimum charge on a service call is $130 as it has been for over 15 years.  Our service plumber's vehicle GPS shows 1.5 hours on this call.  We performed approximately 15,000 service calls in 2023, and if the complaint is legitimate, we will adjust our billing accordingly.  This is not one of those cases.

   

  Customer Answer

  Date: 02/02/2024

  Complaint: 21097110
  
  
  
  I am rejecting this response because: I would like a copy of the GPS "tracking" to prove that the tech was as the property for 1.5 hours, since he absolutely was not. Even accounting for any "work" he did that was not required, he still could not have been there that long.

  I have paid $75 and will finish paying for the ridiculous $130 minimum, but the extra $65 is based on time and their time has been misrepresented substantially. 

  
  Regards,
  
  
  
  Kristin Crashley

  Business Response

  Date: 02/02/2024

  In an effort not to waste anymore of my time, we will accept her offer to pay the $130, and forgo the remaining $65 balance.

  Customer Answer

  Date: 02/05/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Kristin Crashley

• Initial Complaint

  Date:01/24/2023

  Type:Billing 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.

  Powder River Heating replaced our water heater which was under warranty on September 21, 2022. We had no issue with the repair or service, but an issue with the billing department. We did not receive an invoice nor a phone call letting us know that we had a balance due. We did however receive a letter and phone call from ******* *********** *** a debt collector letting us know that we owed a total of $515.15 which included interest to Powder River Heating & Air Conditioning. We paid the debt collector the total, but when I called Powder River to see why we were turned over to collections without having any contact from them they explained that they did contact us. They had our bill/location address incorrect so we never received a bill even though they did the repair work at our correct address. They said they emailed the bill, but were unable to provide me with a correct email address. I explained that a simple phone call would have resolved the issue in which I could have paid the bill at the moment before my credit was negatively affected due to being turned over to collections. They ensured they called, but were unable to provide a date of call and when I asked for the phone numbers that they may have called from so I could check my phone records they responded by saying "I don't have time for that." The customer service after the repair was very disappointing as the conversation was unprofessional and continued to put blame on the customer not taking any responsibility for the mistake on their part and lack of communication.

  Business Response

  Date: 02/22/2023

  We really blew it on this one!  We were truly embarrassed to hear about this.   We implemented a new billing system where most invoices are emailed now.  We also have several new accounting clerks that were new to the system.  We did not get the correct email address input to the customer's account, and apparently the same with their phone number.  We turned the account for collection due to non-payment and no reply to subsequent emails and phone calls, which were obviously never received by the customer.

  We have been in contact with the customer and admitted our mistake and apologized.  We also contacted the credit agency to make sure this did not affect the customer's credit.  The credit agency verified that there was no damage done to the customer's credit.

  We have implemented new procedures to make sure this does not happen again, including additional training of our staff and additional actions performed prior to turning any customer for collection.

  Customer Answer

  Date: 02/22/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  **** ****