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:01/13/2025

  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.

  Dates of repair 9/24/24 and 9/26/24 and several other dates in between to fix problems that were not resolved with the orginal dates of service. Charged $7,200 for a water heater and approx. $42,000 for other repairs. Invoice #s 320015191 and 320015423 I'm writng on behalf of my mother, Marcella Jenkins, ***** ******* *** ******** ****** ** ****** ************* who hired RiteWay to fix a leak in her water heater. She decided to replace it with a tankless water heater which cost $7,200. She was then told that a tree had damaged one of the pipes and needed repair. She was also told that her pipes needed to be coated and that other plumbing in the kitchen needed to be fixed. None of her plumbing was completely replaced except where she had some damage. The crew did not fix things correctly. Subsequently she had blockages after the repair, poor water pressure, water backing up into the shower, and several other issues for 3 months. It took the crew four visits to rectify everything and they admitted twice that the works was not done correctly. I believe she was charged an exhorbitant cost of $42,000 for this shoddy work. My mother is elderly, on a fixed income, and not familiar with this type of repair. I feel like she was oversold and talked into repairs that were rediculously expensive and may not have been necessary. I want this investigated because there other complaints about this business citing similar concerns.

  

  Business Response

  Date: 01/16/2025

  After speaking to Ms. Jenkins, who was happy and satisfied with the work performed, she informed us that she did not leave the complaint and that it was from her daughter in North Carolina.  Upon speaking with the daughter, Angela, she communicated that while they were happy with the work, she just felt that it cost more than it should.  After speaking with her in detail around all of the work performed, she now has an understanding of everything that was completed on her mother’s home and what was charged for.  While she still thinks it seems too expensive, she understands the work that went into the project as well as the future benefits of having the work completed now before it becomes a larger issue.  Please let us know if you need anything else from us.

  

  Business Response

  Date: 01/22/2025

  We have spoken with the customer's daughter and agreed to a resolution in the spirit of goodwill.  She has stated that she will let you know the same as well.  

  Customer Answer

  Date: 01/27/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22804590, 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,
  
  Angela Jenkins
  
   
  

• Initial Complaint

  Date:08/25/2024

  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.

  On August 22, 2024, technician from Rite Way Heating, Cooling & Plumbing came to my 81 year old mother-in-law's house because her AC had stopped working (100 degree weather). The technician told my mother-in-law and called me with the attached estimate of $6700 because of claimed need for a new compressor. Even for a new compressor, this seemed high. Hard sell techniques over the phone and to my mother-in-law. Had two other businesses come in and both indicated that the dual capacitor just needed to be replaced. First business quoted $339 (attached). Second business fixed for $199 (do not yet have invoice). Issue resolved and AC working. Should not be charged for the estimate given the failure to provide all options for fixing the AC. Larger concern about trying to take advantage of a senior during extreme heat

  

  Business Response

  Date: 08/26/2024

  We apologize for the experience.  We will refund your $89 and would like to speak with you further to learn a little more.  Brandon Hughes our service manager left you a message and sent you an email.  Please reach out to him as soon as you can and he will get the refund processed as well as learn more about what happened.

• Initial Complaint

  Date:07/29/2024

  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.

  On July 25, Riteway Technicians arrived for scheduled preventative maintenance on my HVAC system. We had not experienced issues with cooling from this 3 year old unit. The next day, July 26, I sought a second opinion from another company, which discovered that the initial diagnosis by the Riteway technician was incorrect. The Riteway technician reported that my capacitor was testing at 28 uf on July 25, but less than 24 hours later, it tested at 44.39 uf. As the Riteway technician was leaving on July 25, I was informed that the capacitor could fail at any time and was advised to replace it that day. I declined, opting to schedule another visit later. Within 30 minutes of the technician's departure, my HVAC unit stopped blowing cold air. Additionally, the second opinion revealed a wire nut that was improperly installed or damaged. These wires provided power to the compressor. I have attached photos for reference. In the photos, you'll notice a discrepancy between the two wire nuts: one appears much cleaner than the other, raising concerns about the work done by Riteway on July 25.

  

  Business Response

  Date: 07/30/2024

  We have spoken to the customer and offered to go out and double check everything.  

  Customer Answer

  Date: 07/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22059950, 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,
  
  Kevin Leclair
  
   
  

• Initial Complaint

  Date:07/04/2024

  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.

  I paid a $600 deposit against my credit card on May 28, 2022 to flush my sewer and water lines. I determined that I did not need this service. I cancelled the service and asked for a refund. I was told by their scheduler that I would receive a refund within 10-14 days. It is July 4 and I have received no refund. I called 3 times and last spoke with Will who said he would take care of it. I am still waiting.

  

  Business Response

  Date: 07/08/2024

  A refund was processed on July 1, 2024. Due to the July 4th federal holiday, there may be a delay in processing by the customer's bank.  If there are any further questions we can be reached at (520) 745-0660

• Initial Complaint

  Date:04/30/2024

  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.

  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 Answer

  Date: 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

  Date:10/27/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:06/21/2023

  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.

  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

  Date: 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 Answer

  Date: 07/06/2023

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

  [email protected]

• Initial Complaint

  Date:04/05/2023

  Type:Billing 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 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

  Date: 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

  Date:01/09/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date:01/05/2023

  Type:Product 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.

  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

  Date: 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 Answer

  Date: 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. 
  
  ****** ****