ComplaintsforSmith Plumbing, Heating, Cooling & Electrical

• Initial Complaint

  01/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In the summer of 2023 I had paid over **** for a new central air/furnace combo. My central air had completely broken and they told me I had to replace both systems being as they were old and needed it. After getting them replaced within 1 month my central air did not work. I had called this company and let them know and they sent someone to fix it. Within another month it stopped working again and they had sent another repair man out to fix it again. And again it stopped working. They blamed it on the electricians and it was a simple fix. They had also left trash in my back yard such aa copper pipes and wires. After this my central air froze over. When I called them to get it checked again I had found out that the person who initially set it up had been doing half-ass services all around ****** and they were going to have to redo the entire central air/furnace setup because it was not done correctly. I began to get upset because I had spent such a large amount of money for what was supposed to be a good system, the company sent me **** dollar check as a refund. Now, its winter time, -4 degrees outside, and my heater will not turn on in the night time. It will turn on 1 time and heat the house then completely shut off and I have to get up consistently every few hours to shut it completely off and turn it all the way on. My house dropped to 58 degrees last night and 61 the day before. I have to babysit the thermostat and my houses temperature to make sure its livable and its pathetic. Ive never had so many issues with my heating and cooling ever. My furnace worked great prior to this company coming in and messing with everything. I have 6 children, 1 of them under the age of 10 months. I should not have to cover her with 5 blankets to keep her warm in the night because smiths plumbing and heating cant do the one job I paid them GOOD money to do correctly. I will NEVER use this company again and I will let everyone know how horrible they are.

  

  Business response

  01/15/2024

  Smith Plumbing & Heating received a call from *************************** at 8:13 am on Sunday, and had a technician dispatched by 9:30 am and on site by approximately 10:30 am, only a few hours after we were slammed in a ****** 1-Star review for being a pathetic company.  Question, if the furnace wasnt working correctly for 4 consecutive days/nights, then how is it the companys fault that this customer waited 4 days to call for service?  Our senior technician spent approximately 90 minutes going over the system with a fine tooth comb. Everything was working perfectly, all gas pressures were correct, the limit switch tested correctly, (but we installed a new one anyway as that was the only stored error code), the static pressure (air flow), and temperature rise were perfect.  The tech cycled the system without incident a number of times and we were unable to replicate the issues described in this customer complaint (and ****** ****** review). Our senior technician left his card and told ***** to call him directly if the system shut down again and to take a picture of the error code before recycling the furnace so we had the information.  The only note here is that perhaps the customer supplied Nest thermostat could be an issue, and has been the issue since day 1,but the system we installed was working perfectly when the technician left at 11:59 am on Sunday.  Total cost to *****,$0 for a ************** call, a new $80 filter, and 90 minutes of technician time with no issue found with our system installation.  Im not sure what else a company is supposed to do. 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This company promised more than they could provide and provided me with a quote in alignment with that promise. When technicians arrived they said we cant do that we will owe you a refund and I have been trying to negotiate with this business ever since. They do not answer my calls and have a policy that after 30 days high interest will be applied to the invoice. I am attempting to resolve **************** time window but believe they are evading contact to try to run out the clock. I do not have a correct invoice to pay as even without the negotiation a 700 service was cancelled and I was never sent an updated invoice.

  

  Business response

  08/21/2023

  This was a billing correction oversight on our part, and we have reached out to **** to provide a full refund on the ductwork modifications work that couldn't be done.  We will be forwarding to **** an updated invoice with both the duct cleaning and duct modification charges removed.  We apologize for this oversite and will get this corrected today.

  Customer response

  08/21/2023

   
  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

  03/07/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On Monday Feb 14th I had a Sales person from Smith plumbing and heating came out to my home to discuss installing a new HVAC system. At this time ***** with Smith came out to my home. Myself, My boyfriend, my roommate and my mother all where present at the time of his visit. After we discussed the cost. I explained to **** that I needed to wait till I had received my bonus before I signed a contract to be sure I could afford it. He said well we can finance it for you. I explained to him that financing is not optional for me due to my financial circumstances. I was counting on a bonus as the only way I could get this done and that I did not have the funds at the time of the visit. I expressed I was information seeking only. Two times **** pressured me to put down money I stated I had not secured. I explained again I was uncomfortable and wanted to wait, at this point he sad "well since we couldn't see you for several weeks, lets get you on the schedule tentatively. We can do $300 down to secure you time" So I agreed. AT this time he NEVER said you only have 72 hours to cancel. He knew what he was doing! He knew my bonus was coming in after that time as I had already told him the date I would know. He pushed me to sign a contract and knew what he was doing and I would be trapped!

  

  Business response

  03/07/2022

  We have a valid, signed contract from **************.  We purchased the equipment and materials, set aside the install date and acquired the permit after the contract cancelation period had expired.  It wasn't until well after the right to cancel had expired that ************** demanded that we cancel the job, without penalty. We offered 3 alternatives; we offered to try to qualify her for an 18 month, no interest, no payment loan so she could have 18 months to secure the money; we offered to set the cancellation money aside in her account for future service; and we offered her more time to secure the funding.  She wouldn't agree to any of it, she just demanded that we cancel the contract and refund her money. Then, to make matters worse, ************** and her boyfriend (apparently), wrote nasty, untrue, defamatory and trade libel, ****** reviews about Smiths instead of working out an amiable solution like adults.  My children don't throw "temper tantrums" like these two did. We have their reviews being evaluated by our defamation attorney and I can assure ************* (and her boyfriend) that we can *** them for "Trade Libel" for those reviews as they "published or caused to be published online reviews which contained false statements that explicitly or impliedly represented Smith Plumbing & Heating engaged in unethical business practices and professional misconduct."  These are serious, baseless,accusations and can carry substantial financial penalties when proven false in a court of law. However, to put this matter behind all of us, we are offering *************** the following resolution to this situation.  If **************** and her boyfriend remove their defamatory ****** reviews, sign a mutual settlement,waiver and release agreement with Smith Plumbing & Heating, where they agree to never disparage the Smith company again, privately or in any public forum, then we will cancel **************** contract and refund her the $300.  
  

  Customer response

  03/08/2022

   
  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.

  I am happy to remove the posts and willing to sign the requested documents, after viewing them.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have an ongoing maintenance agreement. We have had several issues over the past three winter seasons with our electric furnace/air handler. We purchased this unit from Smith for $18000 to be the best heating/air conditioning unit they had.. 1. First issue: Smith (*************************) initially stated the unit would work well for our home and that there were no issues with the electrical panel..Result: after more than a year of technicians coming to repair our furnace including Smith electricians, and us complaining about electrical smells, blown breakers, and no heat, they finally discovered an issue with the electrical panel that had existed throughout and they replaced the panel. 2. Second issue: This unit includes an outside heat pump for producing heat when the temperature is warmer outside. This unit does not work when outside temperatures are over 52 degrees F and the display code says that the unit is calling for the outside unit (HP2). We discussed this issue with ********************* - lead technician for our unit, and he told us to schedule an appointment which we made for Friday 1/14/2022 first thing. On that dat mid morning technician ************************* called and said they had issues and asked to change the appointment to Monday 1/17/2022. When no one came that date we called in and talked to a woman who took the information and said she would call the front office right away. When no one called back by 11:00am we called again and they said we were on the board for Tuesday. We received no previous calls. 3. Third issue. On going and most important. When the outside temp. goes below 10 degrees F the unit shuts off with no heat. This situation has existed from the beginning. We have been told that in extreme cold the heater may not be able to keep up even though it is their best unit. There is no heat at all under 10 deg. outside!We have called their after hours phone several times and reached full voicemail boxes, un responsive employees: and excuses.

  

  Business response

  01/17/2022

  We have our lead technician, *********************, scheduled to go to the customers home tomorrow, January 18th.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 30, 2021, we contacted Smith Plumbing and Heating to attach a new toilet to the drain pipe and a plumber came and said the job of attaching a toilet to a drain pipe would be easy and cost 200 dollars. Then, after my husband and I agreed, the man accompanied my husband to our bathroom where he said, Oh, this changes things. This is a bigger job and its going to cost more like 800 dollars.He told my husband the wood screwed to the floor around the drain pipe wasnt built for a base as small as our new toilet and that was causing our toilet to rock like a boat on its base. It would have to be rebuilt and then the toilet connected to the drain, but he had an expert who could do all this for us the same day. We agreed because we needed a working toilet and paid 800 dollars for the big job.The expert showed up and started to work and two hours later he said hes done. He starts putting things away while my husband checks his work. As soon as my husband sat on the toilet, it rocked. He showed the expert the toilet was rocking, the guy said,Thats because the wood screwed to the floor around the pipe is too wide for the base of this toilet. My husband and I already knew this because THATS WHAT WE WERE TOLD HE WAS HIRED TO REPAIR. But, instead of doing the bigger 800 dollar job, the guy had only connected the toilet to the drainage pipe, the 200 dollar job, as it was quoted by the plumber. The expert said, I can go get some shims and fix your toilet right.Turns out, however, shims arent repairing the floor. Shims are silicone wedges, like little door stops, that he forced under the edge of the back of the toilet to prevent it from rocking. Instead of being a proper repair, they are a bandaid that cost five dollars. Along with failing to repair the floor he was hired to fix before connecting the toilet, the expert put the toilet in crooked, the caulking job is sloppy and incomplete, and he failed to put the caps on the mounting screws.

  

  Business response

  11/10/2021

  *****, we're very sorry for the run-around we caused you and for not completing the work to the highest quality standards.  As the General Manager I wish you would have contacted me from the start, rather than involving the BBB, so we could have had another plumber go and make the correct repairs.  Regardless, we don't ask customers to pay for work that isn't done to the quality standards we expect of our plumbers here at Smith's.  We have refunded your credit card the full $799 you paid back on August 31st.  We sincerely apologize for the poor service.  Respectfully, *************************, General Manager

  Customer response

  11/11/2021

   
  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,
  
  *********************

*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. ↩