Complaints
This profile includes complaints for Action Furnace Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 9 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:16/10/2024
Type: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.
Subject: Request for Refund Faulty Furnace Repair On March ***, 2024, I contacted Action Furnace about my furnaces pilot light not working. A technician arrived the next day, replaced the gas valve and pilot tubing, and I was charged $******** (invoice attached). After the repair, I noticed the pilot light was burning higher than normal. I asked the technician, who assured me it was fine. However, within a week, the pilot light failed again, and I discovered a burned wire and black residue near the pilot light (photos and videos attached).I contacted Action Furnace again, and a technician returned and fixed the issue. The furnace worked for a month but was not used over the summer.On September ****, 2024, the pilot light would not ignite. I called Action Furnace, and on September ****, two technicians attempted to fix it but deemed the gas valve faulty. They also claimed the furnace was unsafe due to a crack in the heat exchanger, refusing to replace the gas valve or issue a ********* issues with the heat exchanger were mentioned during earlier visits in March. The furnace had only been in use for one month since then. I believe the heat exchanger was used as an excuse to avoid replacing the gas valve, which should be under warranty.Ive found the same gas valve for $***, far less than what I was charged. Action Furnace advertises a fixed right or its free policy, and I believe this situation qualifies for a refund.I request a full refund of $********, as the repairs were ineffective and not covered under the warranty. Please review the attached invoice, photos, and videos. I look forward to your resolution.Sincerely,**** ********** **********
Business Response
Date: 16/10/2024
We have reviewed this file.
Action Furnace is processing a full refund of $******* for the work completed in March 2024. The reason for this is we failed to properly diagnose the failed heat exchanger at that time and should not have commenced work until the unit was deemed safe to operate.
The Diagnosis from Sept **** is accurate that the heat exchanger is cracked and has failed the safety inspection. The next steps need to be either the replacement of the heat exchanger, then proceed with the other needed repairs or replacement of the furnace.We would be happy to continue to do this work in this home with either solution.
Please let me know if any further assistance is required.
Thank you
***** ******
Customer Answer
Date: 16/10/2024
Thank you for your prompt attention to my complaint.
As per your response, I understand that the business is in the process of issuing a full refund of $********. I am pleased with this resolution and will be fully satisfied upon timely receipt of the refund.
Thank you again for your swift handling of this matter.Best regards,
**** **********Initial Complaint
Date:17/06/2024
Type: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.
Action furnace , install an AC unit and it will not pass code, when I first contacted Action furnace and ask if everthing was completed and was told that it had passed inspection and I could back fill the trench that I dug. I was contacted by the City of *******, and told by the safety officer that the deficiencies were not completed. I contacted Action again, and they said that it aws completed, I again scheduled a safety codes officer to come out, and again I was told that only one deficiency was completed. I contacted Action Furance, any they sent an electrican to replace the cable on May****.The installer noted on the invoice # ********* that Action furnace would have to ***** trench. I contacted them again, and they sent out another technician on May **/24 again noted on the invoice # ********* that the wire eas too short and required a trench to be dug to 18 inches.I have contacted Action Furnace, agin (June **/24) and was told they have escalted my concern and and the would reach out to on June **/24. I contacted Action Furnace again and asked to have a manager contact me, any agian broken promises by Action Furnace. Action Furnace has stopped taking my calls! My concern is I paid for a ** year warranty, and they will not honor the ** year warranty. Action furnace advertised that if you are not happy they will refund all of the money plus interest! I again contaced Action Furnace and asked for my money back and I will have another company iinstall a code compliant AC unit.Customer Answer
Date: 08/07/2024
I still have no response back from Action Furnace.Customer Answer
Date: 08/07/2024
The last conversation with Action furnace, they said that they have escalated the call , and would have a manager call me back the same day.
That was **** */24
Customer Answer
Date: 13/07/2024
Action Furnace left a voice mail on my home phone # , and I contacted Action furnace on July **/24 at **** AM and asked that they contact me via email.
I can not use my personal phone at work, and asked to send responce email and was told by **** that Action Furnace that they would email me on Wednseday July **/24
Again broken promises by Action Furnace
Business Response
Date: 24/07/2024
Our installation manager ********************* has reached out to the customer to fix the issues. He has left messages to call directly July *** but no return call to Will yet. **** is emailing ***** and ****** today to try and communicate this way to work towards a resolution on site.Initial Complaint
Date:29/01/2024
Type: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 Action Furnace replace a furnace in December of 2022. The problems started in November of 2023. I started contacting Action Furnace in December of 2023. They did schedule an appointment to have a manager come by but they never showed up. I has taken time out of my schedule to ensure I was home to meet them. No call or anything from them. All request since that time have gone unanswered. The issue has to do with the size of the filter tray. It is supposed to fit ***** standard furnace filters. It was built to ******* and only fits the filters from their company. *** requested that they come and fix it they initially offered to give me a few more filters, I declined the offer. I would like to be able to purchase higher *************** as we have some allergies. I will continue to request the fix, but after * months I am not hopeful. So frustrating.Customer Answer
Date: 29/01/2024
Action Furnace has now scheduled another appointment for Tuesday, Jan *** Hopefully this time they will resolve the issue.Business Response
Date: 29/01/2024
We've looked into the file. It looks like an appointment was missed on January **** the correct the issue but ************** didn't arrive, our apologies as this shouldn't have happened without communication. This is scheduled for tomorrow January **** in the afternoon for modifications. There will be no charge to the customer for these services so that we can get this taken care of.Customer Answer
Date: 30/01/2024
So Action Furnace is saying it is just a missed appointment on Jan ** that is the issue. For the record:
Dec ** I contacted Action Furnace on Decembe* * (because at this point I was changing furnace filters to a store brand) and it would not fit even though it was *****. I sent pictures of the problem to them to request a fix.
Dec *** I received an email back acknowledging that brands vary in size and saying we will give you some more filters. I responded the same day saying that if they knew that they should have made the tray to accommodate that (**"). I did not hear back from them for the rest of December
Jan *: I sent another email saying this still was not fixed. I heard back the same day that they would schedule a site visit by the Manager. We arranged a time for me to be home to meet them for the appointment on Jan ***
Jan **: sent an email after waiting several hours for someone to show up. I said no one showed up and can we reschedule. I gave them a couple of days that I could arrange to be home again....I never heard back from them.
Jan **: Sent a follow-up email that I was dissappointed that no one called or contacted me and could an appointment now be scheduled on Jan **...no response.
I submitted * website requests and was only followed up after the **d website request to schedule today's appointment. So it did not start out with them wanting to fix the problem, they just ignored me hoping I would go away. **** did not contact be until after I submitted the *** website request and submitted my BBB complaint. It might be coincidence that I was contacted the same day that the complaint was submitted...I am currently at home waiting for them to show up. They have given me a window between ***pm. I will respond to their response after the issue is addressed.
Customer Answer
Date: 01/02/2024
Complaint: ********
I am rejecting this response because: they did nothing to fix the problem. Please see attached document with full explanation.
Sincerely,
***********************Customer Answer
Date: 09/02/2024
Wow. So after you looked at the pictures and the documentation, you feel that the "business made a good faith effort to answer the complaint and has now closed it". No wonder companies continue to get away with poor workmanship.Initial Complaint
Date:15/11/2023
Type: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.
Invoice # *********, dated Sept ****, 2023. JOB "high efficiency furnace with comprehensive **? yr ************** warranty on furnace". My furnace from a rental condo was not working properly. Sept **/23, *********************** from Action Furnace came to check, suggested new furnace installation. Estimated cost $**** + tax = $**** with * guarantees (including customer **************************** & no surprise cost...). He explained * options to install a new furnace. Option A: run a new vent pipe towards the front entrance. Option B: run a new concealed vent pipe above basement bedroom ceiling, hidden in the space between the 2 floors, towards the backyard. The cost remained the same either way and I agreed. The condo board preferred option B. Sept **/23 the team came, decided to work on option C without my knowledge, which was running the exposed pipe across the middle of the basement bedroom, hanging below the ceiling. I was not present, the team asked the tenant to sign the contract (who had mental health issue -schizophrenia & not involved in the initial discussion). I fully paid the amount in advance. When I inspected it upon completion, the job was not done by option B as explained to me, but by new option C that I was not aware of. I was very upset. I contacted ****, he said "the office did confirm that it is not good & will ask the team to fix it". The next day, he changed: if the condo board approved option A, they will be "more than happy to reroute it". When I complained on ****** review, the manager posted that "if the condo board revises its rule, we will be happy to come back at NO charge and update the venting for you". So, I was forced to deal with the condo board. Finally, when I successfully obtained the new approval for option A, the company manager asked me to pay an additional cost of $*** to reposition the pipe, as it is now a NEW JOB! They also left the chimney unfinished until now. A very unhappy customer! All I want is the company to return to FIX it at no new cost!Business Response
Date: 24/07/2024
This reventing work was completed at no charge to the customer Feb *******.Customer Answer
Date: 24/07/2024
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.
Sincerely,
**** *******Initial Complaint
Date:22/03/2023
Type: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 March 21, 2023, my water tank would not stay ignited. I have used Action Furnace before and trusted the company 100% prior to this incident. Even my AC was install by them.On Sunday night we booked a diagnostic with Action Furnace.On monday March 22, 2023. Their tech ***** came out and diagnosed that the tank had a broken gas valve.The quotes were **** and wait **** days for a new gas valve, OR **** for a new 50 gallon water tank installed.We did not have the luxury of waiting **** days for hot water, and their new tank price was more than **** dollars of other companies.I found a company that was able to install the tank the next day. On Tuesday, after new water tank was installed, tech plugged it into the ceiling power plug that the old tank was plugged into. The new tank would not light.Tech proceeded to plug it into the wall instead and the new tank fired right up.Tech then plugged in the old and it also fired right up without issue. The fuse to the ceiling power plug was tripped.I contacted Action Furnace to try and just get the diagnostic fee of 98 dollars back as a remediation to the situation. I was going to eat the cost of swapping a new tank in place of the old working tank. If I was paying for the service of a diagnostic, I at least wished it was correct.Action Furnace manager **** said there is no way to prove that I didn't spend **** dollars to fix the broken gas valve on top of paying for a new tank to try and get back the 98 dollars diagnostic fee.Business Response
Date: 22/03/2023
General Manager contacted customer and has issued a refund for the diagnostic fee. $98.00 +GST. Total reimbursement of $102.90.Customer Answer
Date: 22/03/2023
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.
Sincerely,
*************
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