Complaints

This profile includes complaints for Albert Nahman Plumbing Heating and Cooling's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Albert Nahman Plumbing Heating and Cooling

  2616 Barrington Court Hayward, CA 94545

  
• 

  Albert Nahman Plumbing Heating and Cooling

  Berkeley, CA 94703-2720

  

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:03/03/2025

  Type:Product 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.

  Complaint taken in dictation by BBB *** SS 03/03/2025 They will not give us a refund after we cancelled the project for a tankless water heater. We paid a $880 deposit for the project and the next day we cancelled. They confirmed they would provide the refund. The first refund confirmation we received indicated the refund would be in 5-7 business days. Today we received an update that the refund would be received in 4-6 weeks. I would like the refund in the original agreed upon time frame. I feel they have taken advantage of us because we are women and senior citizens.

  

  Business Response

  Date: 03/04/2025

  Hi *******- apologies for the delay. We were waiting for the permit fee to be refunded but will go ahead and process the remaining refund now so you don't have to wait any longer. 

  ***

   

• Initial Complaint

  Date:02/18/2025

  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.

  I am requesting a billing adjustment, and cost of hiring another plumber. ANP performed unecessary work resulting in damage to my appliance, over charging for clearing drains, and adding unrequested services to the job. This resulted in my having to have to hire another technician to fix what they broke. On 7/25/2024 we charged for electronic clearing of 4 drains, when only 2 were requested. CBL #*** for ****** x 3.CBL#*** for the amount of ****** I have reason to believe that I was overcharged as my previous interactions with ANP was not that price.I was charged for a repacement drain on a dishwasher for a leak that was not there, and resuted in damage to that dishwasher. I had to hire another plumber to repair the damage caused by ***, who informed me of the unesscesary work that was done.I never recieved an invoice for that work although I have requested it.

  

  Business Response

  Date: 02/19/2025

  Hi ******* we reviewed the job notes. The work was completed on 7/25/24 - ****** ****** called in that morning at 8:39AM & 8:59AM and informed us the bathroom drain was clogged and requested we snake all the drains. He advised us of the leak in the dishwasher at that time as well. ****** approved of the work completed and our plumber was paid that day. We're happy to share voice recordings of the full exchange if that would be helpful. 

  Best,
  ***

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22956917
  
  I am rejecting this response because:

  First visit from Albert Nahman Plumbing, Heating, and Cooling was to fix a leak under the sink. They said the trap was leaking and needed to be replaced, which they did.

  Had to call them back as it was still leaking.

  Second plumber said that the original leak was from the dishwashers, so there was no reason to replace the trap under the sink since that was not where the leak was from.

  Fixed one of two dishwasher leakes, but said they could not get the parts to fix one of the dishwashers.

  Called the manufacturer to look at dishwasher, they said they could not repair it because original plumber had basicly destroyed the dishwasher and has still not been replaced.

    We are contesting the snake work as we were charged full price of ****** for all four drains for a total of *******, which was not what we agreed upon. In the past the average price of a snake job from this company, which we have used in the past was ***** and a scaled down rate for the second, third job etc. 

  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 02/26/2025

  Hi Selena- ******************** won't let me attach recordings in their portal but I personally listened to the calls and ****** directs the call center *** that he'd like all drains cleared. There's a subsequent call with the ******* who reviews with ****** all of the work completed, including all of the drain clearings and ****** explicitly approves the charge. We don't offer drain clearings for $75, so I'm unclear of where that price point came from. We have a $79 dispatch fee for the ******* to provide a diagnostic before doing any work and that's applied to any work completed. 

  Our ******* identified a leak which is why he ***laced the p-trap at time of service. I'm unclear how a second ******* after the fact could evaluate otherwise. 

  ***

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22956917
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/08/2025

  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.

  On 11/5/24, Albert Nahman ***laced a heater in my rental unit. On 11/20/24, the heater stopped working. During a 11/21/24 appointment, the tech said he fixed a sensor that caused the issue and told me to stick a pen in the side of the unit if it happened again (which would've voided my warranty). On 12/15/24, the heater stopped working, and a tech ***laced the sensor on 12/16/24. On 2/4/25 the heater stopped working again. I called the company but had to leave a message. I called again on 2/5/25 and scheduled an appointment for 2/6 between 12 and 2 pm. I called the company at 1:12 on 2/6 appointment to obtain an *** and was told for the first time that the tech called off. After 5 minutes, the *** said they tried to get in contact with the scheduler but couldn't and said I'd receive a call back. I called again at 10:33 am on 2/7. I spent 9 minutes on the phone while the *** tried to contact the scheduler to no avail. I was again told I would receive a call back. After a few hours, I called back at 2:18 pm and spoke to a *** who tried to get in contact with the scheduler. He then informed me he had an appointment the following Tuesday, 2/11. I responded that Tuesday was unacceptable under the circumstances, and he said he'd speak to a manager. He later said there was nothing he could do so I asked to speak to the manager to schedule the removal of the heater and obtain a refund. After placing me on hold, he said the manager he just spoke to was unavailable, so I accepted the 2/11 appointment and asked for a return call from a manager. To date, I have not received a single call back.The rent control ordinance requires a $224.53 per diem for each day the tenant is unable to stay in the unit (she is ill and in her 60s). Having another company fix the issue would void my warranty. I'd like the heater removed, my money refunded, and payment for the per diem for the 6 days since the canceled appointment (I'd be entitled to additional damages in Small Claims Court).

  

  Business Response

  Date: 02/10/2025

  Hi *******- I'm very sorry to hear about your experience. I'm one of the owners of the business and this is not the standard we expect from our team. My understanding is you spoke with Art ******, our HVAC manager today and we'll have a technician out tomorrow and a new install on Thursday to replace this unit. Let me know if there's anything else our team can do to rectify this situation. 
  Best,
  ***

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22917535
  
  I am rejecting this response because: while I appreciate finally receiving a call from a manager (after I filed a BBB complaint), I cannot accept this response until the company follows through on fixing the issue on Tuesday and replacing the heater on Thursday as promised. There is also the issue of the costs that Ive incurred because of the companys cancellation of the original repair appointment (that I only learned about when I called them to get an ETA), failure to timely reschedule the repair, and failure to return any of my calls as promised; all of which resulted in me having to pay the tenant a per diem under the local ordinance because she was unable to stay in the unit without heat (she ended up in the emergency room due to her medical conditions that required me to temporarily move her out of  the unit for her health and pay the rent controlled-required relocation fees - if she wanted to, she could withhold rent based on her unit being uninhabitable).  I am happy to reconsider this response once the heater is fixed tomorrow and replaced on Thursday so that my tenant can recover comfortably in her apartment unit. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 02/11/2025

  Hi *******- my understanding is the heater was replaced today and is in good working order. Let me know if that satisfies your concern and again, apologies for the inconvenience this process has caused you and your tenant. 

  
  ***

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22917535
  
  I am rejecting this response because:  While a new heater was installed on2/11, the heater stopped working today, 2/13. I called the office and scheduled an appointment today between 1 and 3, and I arranged for someone to be present. No one has showed up and I did not receive any calls about the delay.  Just before 4 (I was in work meetings), I called the office and was advised that the appointment was still on the calendar but that the tech had not yet been dispatched.  Once again, I only found out about the missed appointment when I called. I am awaiting a call back.  In connection with this repair appointment, I asked for the tech to confirm that the new heater (which is the same make/model as the one previously installed) is compatible with the system set up in the unit to try to diagnose what the issue is.  I am now awaiting a call back, and will have to pay my tenant the fees required by the ordinance again if I am unable to get the repair done today.  On that point, I have not received any communication from the company about my ask to defray a portion of the additional costs I am incurring due to their failure to timely reschedule last week's appointment or to provide any follow up until they received the BBB complaint on 2/9 and promptly called me the next morning.  I should not have to file a complaint to receive the level of service I've received.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 02/15/2025

  My tenant conveyed that the tech indicated there was a problem that needs to be fixed to enable the heater to work properly. I have not heard from the company about what the actual problem is or whether a different type of heater would fix it. My tenant indicated I would be contacted by the business but I have not heard from them to date.

  

  Business Response

  Date: 02/19/2025

  Hi *******- I apologize again that our team has not done a better job communicating with you. My understanding is they connected with you yesterday. Please let me know if you need further support. 

  Best,
  ***

  Customer Answer

  Date: 02/25/2025

  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:11/20/2024

  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 October 18th, I paid Albert Nahman $10,109.68 to install a on a tankless water heater. The job was not completed!!! I paid in full because my wife and I were going on vacation the next day and I felt that it was a resonable request.Upon my return from vacation, I have called Albert Nahman on 4 occasions and have yet to receive a response. Work needs to be done and they simple don't respond ,

  

  Business Response

  Date: 11/26/2024

  Hi *****- I'm very sorry we haven't delivered a 5 star experience which is our goal with every customer. My understanding is that we had a technician onsite on 11/24 and made the adjustments needed to ensure everything is in good working order and meet requirements to pass permit inspection. Please respond if that's not the case or if you're still unsatisfied. Apologies for any additional challenges or trouble during this process. 

  Best,
  *** ******, CEO

• Initial Complaint

  Date:10/24/2024

  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.

  Please see upload.

  

  Business Response

  Date: 11/04/2024

  Hi ****- I'm really sorry to hear about your experience. Our goal is to deliver 5 star service and we clearly fell short. Our GM, ***** ******* has been trying to connect with you to discuss what we can do to make things right, including a refund. If you can return his call or email him at ********************************************************************************************************************************************************** he can help facilitate that. 

  Best,
  ***

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22470432
  
  I am rejecting this response because:
  
  I have already done what has been asked of me.

  On I got a call from "...*******, the plumbing manager..." but was not able to take it, so it went to my voice mail where it was recorded on my Thursday, October 31, 2024 at 9:49 AM.

  On Thursday, October 31st, 2024 at 2:55 PM I returned ********* call and got his voice mail (with his introduction) where l left him a message, asking him to return my call.

  I am still waiting to hear from *******.

  Sincerely,
  
  **** ****

  Customer Answer

  Date: 11/05/2024

  From: **** **** <************************************************************>
  Sent: Monday, November 4, 2024 7:43 PM
  To: info <**********************************************************************************************>
  Subject: Regarding Complaint ID: ******** - ********************************************************************

   

  Dear BBB:

   

  Today your system sent me the following message/response from Albert Nahman Plumbing:

   

  MESSAGE FROM BUSINESS:

  Hi ****- I'm really sorry to hear about your experience. Our goal is to deliver 5 star service and we clearly fell short. Our GM, ***** ******* has been trying to connect with you to discuss what we can do to make things right, including a refund. If you can return his call or email him at ********************************************************************************************************************************************************************************** he can help facilitate that. 

  Best,
  ***

   

  The part above in yellow is not true. I have not received any calls from ***** *******, and although *** (Who is ***? He gives no contact information) suggests that I email ***** (highlighted in red), that does not seem to work. Fact is, I emailed ***** on 10/23 (see below) but have not received any email, nor, despite giving him my phone number, did he call me. You will notice that *** suggests that I could also call ***** (highlighted in green) but fails to give me ****** phone number.

   

  I did, however, get a call from someone called Alfanso on 10/31 who left me a voice mail. And I returned ******** call, and left him a voice mail, also on 10/31. But so far, neither *******, nor anyone else from Albert Nahman and gotten back to me.

   

  This has not been resolved, and to the best of my knowledge, I have done all that they have asked of me.

   

  Now what?

   

  **** ****

  ************

   

   

  From: **** **** <************************************************************>
  Sent: Wednesday, October 23, 2024 1:31 PM
  To: **********************************************************************************************************************************************************************************
  Subject: TIME SENSITIVE QUERY: Complaint and request for refund
  Importance: High

   

  *****, I wonder if you were given a copy of the letter my attorney sent to your company in September, a copy of which is attached.

   

  I thought I would try to reach out to you at least one more time before taking the next step.

   

  Would you please give me or my attorney a call or return email?

   

  Kind regards,

   

  **** ****

  ************

  

  Business Response

  Date: 11/06/2024

  Hi ****- apologies for the confusion. I'm one of the owners of the business. My understanding is ***** and Alfonz got back to you and were able to address your concerns but please let me know if that's not the case. 

  ***

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22470432
  
  I am rejecting this response as of today (11/7/2024) because as yet I have not seen the refund of the full amount charged to my credit card by Albert Nahman Plumbing as promised by ****** ****** on 11/5/2024.
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 11/08/2024

  Hi ****- the refund was fully processed on our end on 11/5. It can 3-7 days to hit your account which is unfortunately out of our control. 

• Initial Complaint

  Date:09/11/2024

  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 July 10, 2024, Albert Nahman botched the installation of a Lennox HVAC system in our side yard. The heat pump that makes a constant electrical buzzing sound that's audible from the living room window and the upstairs windows and from most corners of the backyard. It sounds dangerous. We paid for a 2-zone system but the techs didn't customize the thermostat settings to our home and the duct system they worked on. Or they were rushed or not capable of installing it. This was almost 3 months ago and I was patient at first. Then I called half a dozen times and they missed appts to come fix it. They replaced the upstairs satellite thermostat. Then they proposed a work-around in the thermostat app. I keep getting the runaround from customer service. I've spoken to 3 managers -- each promises to call me back and never do. At this point, we're fed up with Albert Nahman and the Lennox system. We want the entire system removed and to start from scratch with a different manufacturer and installer. Don't hire this company. They don't know what they're doing, don't honor their warranty, and they don't treat their customers well.

  

  Business Response

  Date: 09/19/2024

  Hi ******- I'm really sorry to hear about your experience. Our goal is to provide 5 star service to every customer and it looks like we missed the ***** My understanding is our **, ***** ******* met with you yesterday to resolve your concerns and he plans to revisit next week to address any other lingering issues. Please let me know if there's anything more we can do to address your concerns. 

  Best,
  ***

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22272731
  
  I am rejecting this response because: 

  _ The system broke within a couple hours of Albert Nahman coming to fix it. We would like a contractor relay installed that's new and under warranty. 

  _The system still doesn't allow us to put the fan on a timer or have it turn on when the temperature reaches a certain degree, which is what we paid for. We're still seeing a wild temperature difference between what a thermometer reads and what the thermostat reads. 
  

  _ We've had the system for more than 2 months (since 6/10) and Albert Nahman staff have come out so many times. Most of the time they did nothing. This give us zero confidence that they know what they're doing and that our warranty will be honored or our HVAC system will be serviced in a timely manner in the future. 

  Please see the attached emails documenting our trouble. We want the Lennox components removed and a full refund. 

  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 09/30/2024

  Hi ******- I'm sorry to hear about the continued issues. It sounds like our GM ***** ******* is still in communication with you and your husband about a resolution. As I understand it, we are going to replace the upstairs thermostat. We're waiting on a replacement for the faulty ****** contactor. I'm told we will have it this week and we can finish with the fix. 

  I'm sorry it's taken this long but hopefully we can have it all working to your satisfaction very soon. 
  ***

  
  

• Initial Complaint

  Date:09/06/2024

  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.

  We recently moved in to a new house. I had two faucets that I wanted swapped for new ones that I had bought and a shower that had the hot and cold reversed. Two guys came and looked at what we needed done and shared a quote. $2,000 seemed like a lot of money just for the labor but I have limited experience with plumbers so I dont have enough context to dispute it. I agreed and they did the work. One plumber installed our kitchen faucet backwards (handle on left, hand banging against the wall instead of rotating forward). I asked him to correct it and he did saying he was left handed. They completed the work in the two bathrooms and left. After they left, my husband told me they approached him after I approved the work and said they couldnt believe I would accept it since it was so expensive. They asked if he wanted to hire them on the side to do the work for cheaper. He asked what they charged and was outraged at the price. We believe they over charged us in an attempt to generate customers for their side business. The next morning I went to take a shower and realized the hot and cold had not been reversed. It operated the same as before the plumbers had come. At this point I feel ripped off and lied to by Albert Nahman plumbing. I called them to complain and they said a plumbing manager would contact me. He texted me later that day and I tried calling him back twice but he never answered or returned my calls. The following week I called their main number again to complain and was told the general manager would call me. That also never happened.

  

  Business Response

  Date: 09/13/2024

  Hi ******- I'm terribly sorry to hear about your experience. Our goal is to provide 5 star service to every customer and it appears we fell short in this instance. I believe our GM, ************************* reached out and spoke with you. We'd like to make it right and can offer a $1,000 refund. Please let him or I know if that will resolve your concerns and we will process it immediately. 

  Best,
  ***

  Customer Answer

  Date: 09/13/2024

  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:12/06/2023

  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.

  I hired Albert Nahman Plumbing to install a heat pump water heater in July of this year, due to their good reviews, and they are a ****** authorized installer. To qualify for the $1000 rebate for replacing my old gas water heater, the installer has to be authorized by *************The install was completed and paid for on July 25th; On July 20th I submitted the paperwork to Albert Nahmans then-rebate coordinator ***********Life happened and it wasnt until early October that I realized I had heard nothing about the rebate status, so I called on 10/4 and was told ***** had left the company and I should talk to the new coordinator, *****. I did so, and she assured me that shed take care of it and should just forward her all the paperwork I 'd originally sent to *****. Which I did. I heard nothing and contacted ***** again on Oct 10th and then again on Oct 23rd. On 10/30, I called in and asked to speak to a supervisor. ************************* (General Manager) contacted me and after listening to my complaint asked me to sum everything up and follow up with an email to him, which I sent the same day. ****** responded that hed spoken to his coordinator, who would push the rebate further and they just needed to find a picture of the old water heater. Give me until tomorrow he said.Tomorrow came and went, and I called and left messages for ****** several times. None got a response. I emailed him on Nov 9th, which he responded to by saying hed been busy and would get an update from *********Once again I heard nothing and tried calling multiple times to no avail, and sent another email on Nov 16th demanding a response and progress on my $1000 rebate. I also say if I dont hear back in a week Im going to look into other options, such as bad reviews, state board complaints, and legal action (which would need to be small claims)And here I am. Stonewalled and ignored. And to add insult to injury, I just found out that ****** lowered the rebate to $250 in August.

  

  Business Response

  Date: 12/07/2023

  Hi ****- I'm very sorry to hear about your experience and it's definitely not the standard we expect or set for ourselves. I've asked ******, our GM to reach back out to you to make things right and apologize for your experience. Please feel free to email me ****************************** if you don't hear from him by end of day tomorrow (Friday 12/8) or if you're unsatisfied by the resolution.

  ***

• Initial Complaint

  Date:08/22/2023

  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.

  I am still waiting for this company to finish an HVAC installation that was meant to be completed 3 weeks ago; the office demanded full payment up front ($17982.71, including a $1000 initial deposit). I have experienced weeks of delays, poor communication, missing parts, and incorrect parts. The install team was scheduled to start on Tuesday 8/1 for a 2-3 day job that would be completed by the end of the week. The start date was pushed back repeatedly. Work was done on 8/3, 8/4, and 8/8. On 8/8 it was discovered that parts were missing (thermostats and remotes). It took repeated calls to the office over more than a week to confirm the parts had arrived and to get a new install date to finish the job. I was scheduled for 8/18 - the technician arrived over three hours late, saying he was just there to install the thermostats, but there was still a significant amount of work remaining that he doesnt have equipment for, so nothing can be done that day. I was then scheduled for 8/21 and no one showed up, ever. I was then scheduled for 8/22, when it was discovered that the previously-missing remotes were incorrect and will not pair with the system they installed. I was told the install team cannot come back to finish the job until end of day Thursday 8/24, or maybe Friday 8/25. This is now three full weeks of delays after paying the entire project cost up front. It is currently Tuesday evening 8/22 and I have texted the install coordinator, the project estimator, and left a message with company management requesting that they complete the work ASAP and issue a significant refund. I have not heard back from anyone.

  

  Business Response

  Date: 08/29/2023

  Hi ******- I'm very sorry to hear about your experience. It doesn't meet the standard we set for ourselves. My understanding from talking with our GM, *************************** is that we've issued you a full refund. We hope you'll give us another chance to prove that this was a one-off experience and not our standard. 

  Best,
  ***

  Customer Answer

  Date: 08/29/2023

  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,
  
  *************************

• Initial Complaint

  Date:06/21/2023

  Type:Product 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 wife is *********************** but I handled wverything.I contacted them for furnace filter replacement pursuant to their discount coupon. Their technicians are always late and we had to reschedule several times. When the technician finally came he was late but nice. However, we have a common furnace and they did not have the necessary filter on the truck on Thursday or at their office which they could not reach (before 4PM) the technician told me he would return the next day first thing at 9:00 AM. However, I had to pay for the whole job. The next day I was informed they had to order the filters and would not be available to complete the job until the next Wednesday! I asked for a refund and the manager agreed to a partial rebate and the technician would be at my home at 9:00 on Wednesday. On Wednesday June 21, 2023 I called and was informed I am not on the schedule. I asked for a refund again and they said a manager would call me. I still have not received my refund or call from a manager. At this point I just want my money back. I was not given any paperwork until I demanded it during a call with the manager. Now I have discovered this company has new owners. I have used them for years and was unaware the ownership changed.

  

  Business Response

  Date: 06/21/2023

  Hi *******- We were hoping to serve your home today and unfortunately the technician assigned to it called out with a family emergency. We apologize for the inconvenience to you and we'll work harder to improve our communication in the future. We've already processed a refund for you today, which you'll see posted in 3-5 days (which is a function of credit card processing and nothing we can do to expedite).

  All the best,
  ***