ComplaintsforRite Way Heating, Cooling & Plumbing

• Initial Complaint

  04/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We recently purchased a new home and found that the ceiling duct work had too many holes to be repaired (no ceiling access). So we switched to floor vents, which means all new duct work and new holes in the floors. The first go-round was a disaster and they didn't put the vents where they originally told us and didn't even run it by us before putting the vents in COMPLETLY different spots. They also put them under our furniture (which you can imagine, doesn't really work). They also cut out big chunks of our carpet and linoleum only to discover they couldn't put the vents in those areas, so they just laid the unattached chunks of carpet and linoleum back down (with no glue or anything). They drilled piolet holes in 8 places that they didn't use and left the holes. They went all the way to the ground and allowed entrance for bugs. The Manager and Owners Son came out and discovered they also didn't even use floor vents, they used wall vents. Needless to say they all had to be replaced and moved yet again...... While having the Carpet replaced (we had to due to the 4 giant holes left in the carpet) we discovered that there were huge gaps between the subflooring and vents. We also discovered that two were not even attached to the flooring. When we sent the videos to the Company, we were told "that actually looks normal and pretty good for a mobile home installation". Not sure what our home being a mobile home has to do with janky ass gaps, but I digress.

  Customer response

  05/01/2024

  Good morning, I recently submitted a complaint #******** and the business has reached out and resolved our issues. We are more than satisfied with the outcome.

  Name:
  ***** ******
  E-mail:
  *******************

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Personal information in Invoice ********** (one of 3 invoices) was sent to Homeowner Association email address instead of being sent to my personal email address. We’ve discussed this issue directly with Rite Way on, at least, two previous occasions. On this latest occasion we re-confirmed our personal email twice with the dispatcher and again with the technician. Despite confirmations of having our correct personal email, Rite Way STILL gets it wrong! We are supposed to have annual maintenance done to our water heater and don’t need everyone in our Homeowners Association to know about our personal business. There is obviously some kind of disconnect at Rite Way’s business office in that they cannot get this right. We need the help of the BBB to pressure Rite Way to resolve this issue and emphasize the importance getting our personal information off of the Homeowner Association’s mailing list.

  

  Business response

  10/27/2023

  Hello,

  We apologize for the inconvenience.  Our records are already updated and we only have the luckydonut email address on file.  Please let me know if you need anything else.

  Customer response

  10/30/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20790191, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Gordy Goetzman
  
   
  

• Initial Complaint

  06/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  06/09/2023 Rite-Way came to fix a clog. They said the pipe had to many roots growing through it and would need to add “clean outs” to properly service clogs. I agreed to a price of $4,000 total. After opening the pipe to install clean outs I was then told the pipe under the house was cracked and needed a compound to coat it. I was told the NEW QUOTE would be $12,000. I thought for what they are doing that is high but I agreed. They finished up then gave a receipt of $12,150. I just received a call from their financing department saying the total bill was $17,120. I have 18 months to pay it off or it will double. I did not agree to $17,120. I agreed to $12,150. I feel I was taken advantage of because I own a house and I am a female single mother. Please resolve.

  

  Business response

  06/22/2023

  Aaron Rice, the Rite Way Sewer and Drains manager connected with Ms. Boren.  There was a misunderstanding with the total invoicing.  Both Mr. Rice and Ms. Boren agreed to deduct the total bill by $2,500. Mr. Rice will be sending an updated invoice showing the deduction. 

  Customer response

  07/06/2023

  I would like to resolve my complaint. Rite-Way has resolved the issue.

  [email protected]

• Initial Complaint

  04/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called up Rite Way to have my air conditioning repaired. I told that my unit was covered by a warranty. The repairman said "Oh that is a manufacturers warranty". They would not honor the warrant, and wanted to charge me $3,000 for a repair on a unit that is only 2 years old. I know that it would not be free, but this is just too high.

  

  Business response

  04/06/2023

  Thank you Ms Carlson for your feedback.  We are sorry that your recently purchased HVAC unit is causing you issues.  Yes, the manufacturer warranty covers the parts on the unit.  Manufacturer warranties do not cover the cost of refrigerant (your unit requires 9 lbs of refrigerant) and labor (which would be several hours considering we would need to disassemble the outdoor unit).  If we had installed the unit we would be covering the labor warranty and refrigerant for you.  One suggestion might be to go back to the company you contracted with recently to install your unit in and see if they are able to do the repair within your allotted budget.  They may be able to leverage their relationship with the manufacturer to assist you with the pricing you desire.  Thank you.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12-05-2022, I first contacted the business. On 12-14-2022 is when they began work in my home since they did not have a solid plan, no to mention that I did not have water since I had to keep closing the main line. On December 16th, they completed the work for the day and left a pipe open that flooded my ceilings. I called them immediately and they came and fixed it, but the ceilings were already damaged. On 12-19-2022, I called them to follow up since my ceilings were damaged and the secretary stated that someone would go evaluate the problem. On 12-20 they called to collect payment for the services, but I informed them that I wanted my damages fixed before anything else. Luis Barbosa came on check the damage and he called Steamy Concepts. A guy named Jose came on 12-22-2022, and he left 3 machines drying my room and my spare bedroom. He asked when the leak happened, and I told him that it happened a week ago and he asked why they waited so long which I did not know why. He stated that he would be back on 12-23 with other machines, but he never did. The machines ran 24-7 until I called them on 12-28 because I was concerned with no one calling me and my electric bill. No one had made any attempts to contact me or follow up. The supervisor from Rite way called the steamy concepts people, and on 12-29, they came for their machines. The same guy Jose stated that the ceilings were dry. He told me that Rite Way would contact me for the repairs. Today is 01-09-2023, and they have not called me or attempted to resolve the issue. It's been over a month that this has impacted my home and not to mention that I had to go through this during the holidays. I see no sense of urgency or commitment from this company. I just want an evaluation of the damages for cost to make the repairs and for this to be credited to me, as I no longer trust them for the repairs. This has been a very unpleasant experience from a company that I thought was trustworthy and ethical.

  

  Business response

  07/24/2023

  Good afternoon,

  We just received this via the mail today 7/24/23. We went and took care of the drywall repairs for Gloria back in February at no charge.  We haven't heard anything since then and consider this matter resolved. Please let us know if there is anything else you need from us.

  Customer response

  08/10/2023

  Good afternoon,  

  The repair was completed after months of having to deal with this matter. My initial contact was made in Dec 2022, and my home was not completed until Feb 2023. To me, this is unacceptable since my pipe project was only supposed to take a couple of weeks. My home was destroyed through the holidays and even after, it took more time. Their lack of communication with Steamy Concepts created more delays. They created more damage leaving the water running and damaging my ceilings, which again this was not my fault. I appreciate they completed the project and Bryan was great, but the time I lost from work and the inconvenience of having my home destroyed was not what I expected. I paid the cost of the project which was close to 15k, and if they did repair for free, it was the least they could have done to compensate for their lack of follow up and damage to my home.  I was never informed of the free repairs and I never asked for a discount.  Yet, they were prompt to charge me for the service. This was a really bad experience andI will not be doing business with this company again and I am glad that this is over. I just hope this does not happen to another customer again.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Feb 27th, 2020: I called Rite Way to come out and see why my heat wasn't working. They replaced a heating coil. I asked how long I could expect it to last and if the heating unit was in good condition. They told me the coils usually do not go bad and it would probably last another 35 years, especially since we do not use the heat much. We didn't use the heat after that other than to make sure it worked. Last year we used the heat for maybe a month. This year it started to get cold and we turned the heat on. It worked for a couple days and then would not work. I called another company to come out to see what the problem was. I was told it was the breakers. I called an electrician company, they said the breakers were fine, nothing wrong with them. I was lucky enough to have called a company that had heating and cooling experience. Turns out the coil had gone bad, it was pulling too many amps, blew a fuse and main breaker to the unit, otherwise it would have burned the place down. (They have the information and are willing to write a statement for the technical information). Once again the coil had to be replaced. The one Rite way put in was no good. When I called to explain my situation and ask what could be done, the gal hung up on me. After several attempts to call back with no answer. I find myself launching this complaint. It has cost me a lot of money to have it replaced twice now. It's not right. Although it has been two and a half years the coil has worked for about 6 weeks at best. That is a far cry from the 35 years the guy said it would probably last. Upon the work being completed, I had to pay using their digital system which offered no receipt for the work done. All I have is the credit card statement.

  

  Business response

  01/11/2023

  We'd like to thank Ms. **** for bringing this matter to our attention. At Rite Way we put a high priority on making sure our customers are well taken care of.

  We have investigated and found that there was some confused communication around this situation. We have discussed the matter with the customer, apologized and agreed to a partial refund. At this point, on our end, we consider this matter to be resolved pending confirmation from Ms. ****s.

  Customer response

  01/13/2023

  
  Better Business Bureau:
  
  I had eceived a call from the business the next day regarding the complaint.  They have done what I asked and were very nice and helpful about the situation.   I would have responded earlier, however I have been traveling and have not had service.  When I have had service your site has not allowed me to respond.  Thank you kindly for your help.  Much appreciated. 
  
  ****** ****
  
   
  

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We contacted Riteway in May of 2020 to have them install a min-split AC unit in our house. The installation took place in June of 2020. This min-split unit worked for about a month or so, then the unit stopped blowing out cold air. So I called them for service and they came out and claimed the unit came from the factory with little-to-no freon, so they added freon. This worked for about another month. Same problem. They came out, added more freon. After some time, the ac unit stopped blowing out cold air. I called them, they came back out and this time they said they didn't have the right "tool" to open the unit up to have a closer look. So they said they had to "order" this "tool" and would call me back once this "tool" came in, they never contacted me. I had to initiate the call, this time they came out and said they found it was a cracked "valve" and that they had to order this "valve" and would call me once this "valve" came in. I never heard from them. I initiated the call, and again, the same message, "We'll call you when we have an update". This has been going on for 2 years, through 2 brutal summers without AC. They sold me a lemon mini-split. I wonder if this broken valve really is the cause or someone is hiding the fact that they sold me a lemon and refused to own up to it. I am starting to believe that they are intentionally dragging this out beyond my warranty period. If a part is on back order for 2 years... as a reputable company... should fix this and replace the entire unit. To think it's ok knowing that you sold a customer a lemon and be fine with making them 'wait' over 2 years for a part while the customer suffers in the heat... I have no words. I want them to replace the unit entirely and not wait for this "part" that may or may not exist.

  

  Business response

  08/23/2022

  Thank you to Mr *** for bringing this issue to our attention. We have worked with the manufacturer in question to get a brand new unit for the customer which was installed at no charge. We'll be monitoring the situation to ensure the customer has a better outcome with this unit. Thank you for your patience while we got the new unit from Lennox. Apologies for the inconvenience.

  Customer response

  08/24/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17727045, and find that this resolution would be satisfactory to me.  Rite Way has resolved this issue for me in a very timely manner. I appreciate their efforts.
  
  Regards,
  
  ***** ***
  
   
  

• Initial Complaint

  07/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Rite Way installed a new heat pump on my roof May 27, 2022. The installer/technician said that someone from Rite Way would follow up on the installation later to ensure everything was accomplished as required. That did not happen and there was no communication from Rite Way regarding an inspection of the work performed. To ensure the TEP rebate program is complied with a TEP technician performed an inspection of the heat pump on June 22. TEP's inspection identified three issues that would be included in a report to Rite Way the following Monday. The issues were: 1) Cold air was leaking into the atmosphere at the transition duct to the house from the supply side of the unit air duct. 2) Rite Way did not install the 10KW heat strips as per agreed to in the purchase 3) The condensation drain line was not flowing correctly and needed to be looked at and resolved That day I called the responsible Rite Way project manager and informed him of the three issues and he told me he would get back to me. The Rite Way project manager contacted me soon after and said that heat strips would need to be procured and the issues would be resolved once the heat strips were sent to Rite Way. Within a day or two I got a call from Rite Way and was informed that they would contact me to set up an appointment once they had the part. That was the last I heard from Rite Way. I waited three weeks until July 13 and called Rite Way to complain that I was concerned with the air leak and wasn't sure how much that was impacting the heat pump performance and my electrical bill. I was informed that the responsible department at Rite Way would be informed immediately and I should receive a call no later than the following day. (July 14) I never received that call and have not been contacted by Rite Way since. Because of the lack of response to my calls I decided to go through the BBB complaint process today July 29.

  

  Business response

  08/02/2022

  We are currently working with Mr ****** to resolve this issue.

  Customer response

  08/05/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17644384, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ******
  
   
  

• Initial Complaint

  07/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a summer check up on my A/C today when I called to make an appointment I ask that the technician bring a new filter as it is a special size and he did not this is a recurring problem now I have to sit home the whole day next week waiting for someone to bring filter. I spoke with Linda at office and she said tech would bring filter I called yesterday to remind her of this she said tech would have one. this past winter when scheduled for heat check up same thing happened tech did not bring filter. the price of gas and for them have to make a separate trip and my inconvenience having to stay home. the people in office need to do there job!!!!!!!! especially when a customer calls to tell them to bring filter since it is an odd size the techs don't normally carry this size with them. Also the unit has a blue ray light I wanted replace this time around he didn't have this on his truck either.

  

  Business response

  07/11/2022

  We have been working with Mr ******* to resolve this issue. We have finally received the UV light and filters which were on order from our supplier and they have been provided to the customer.

  While we understand the customer's frustration on this matter, we must point out that our trucks are stocked with the most common types of filter and other parts most commonly used to maintain or repair equipment. With so many types of air conditioning equipment encountered by our hard-working technicians on a daily basis, it is an impossibility to have every type of part that might possible be needed on our trucks at any one time. Trucks can only hold so much. This is ever more true with certain parts which we need to special order from our manufacturers.

  I plan to double check with our service manager Brandon today, but I believe this issue is now resolved.

  Customer response

  07/11/2022

  Still waiting on 1 filter why they say I received 2 filters 

• Initial Complaint

  09/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased and had a new AC unit installed the first week of July 2021. The rep who sold me the unit and was the project manager for installation was ****** *******. During installation my kitchen lights were disconnected. I called and let ****** know and he came back out and went into the attic and reconnected the kitchen lights. However while up there he disconnected my hall lights and couldn't figure out how to get them connected again. He said he would have their electrician come and fix it. I never heard back from ****** and I have sent multiple texts since July asking when someone would come to fix my hall lights and reconnect them. Each time ****** says he will immediately contact their electrician and have him contact me asap. I never hear from anybody. The last time I did this was August 23 and ****** replied to my text with the same message he would have somebody call me asap. I never heard from anybody. I paid $15K for my new AC unit and would like hall lights reconnected.

  

  Business response

  10/01/2021

  Apologies to this customer. We have contacted him and it seems he was not contacted by the third party electrician. The home does require some rewiring work which the customer will take care of. We have offered the customer a one year VIP maintenance plan and we understand he is satisfied. We have had a conversation with our electrical partner in relation to the importance of customer communications.

  Customer response

  10/04/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15923965, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ********
  
   
  

*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. ↩