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:01/11/2025

  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.

  Please see "description of complaint" attached. We have not paid at this time as we are still waiting for updated loan documents as well as other supporting documentation.

  

  Business Response

  Date: 01/27/2025

  Thank you for bringing this matter to our attention. We apologize for any confusion regarding the documentation you mentioned. According to our records, the required documents were sent to you on Friday by our *********** Supervisor. We understand that there may have been an issue with receipt or access, and were happy to assist in ensuring you have everything you need.
  To help resolve this as quickly as possible, please let us know if you would prefer the documents to be resent, or if theres another way we can assist in getting the information to you.
  We value your feedback and appreciate the opportunity to address your concern. Please dont hesitate to reach out if you need further assistance.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22798463
  
  I am rejecting this response because I have not received the requested documents. The business needs to email them to me at the email address they have on file. I am also still awaiting a revised loan amount that excludes all costs related to the heat pump that was never installed.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 02/10/2025

  We would like to clarify that the heat pump has been successfully installed; however, it has not been connected yet as we were awaiting the clients decision regarding the electrical bid for a new panel before proceeding with the next steps.
  Additionally, we have provided all the requested invoices and loan documents on multiple occasions. We understand that you may have further questions or require additional information, and we are more than happy to assist you in any way we can to move forward with the project.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22798463
  
  I am rejecting this response because: the business has sent me links to the invoices (attached) multiple times but I still have not received the signed contractual documents that one of the organization's staff had in hand when he came to my home on December 30, 2024.

  I am also still awaiting confirmation that the heat pump will be moved to the new location as discussed on December 23rd and installed once our electrical panel is upgraded. We had an appointment scheduled to have the heat pump moved on December 26, 2024, but no technician showed up. 

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

  

  Business Response

  Date: 02/18/2025

  We have made every effort to address your concerns, but its important to clarify the facts regarding the work and approvals. The necessary documents for the panel work and heat pump move were provided to you, including copies the technician had with your signatures. Additionally, printed documents were left with you for your records.
  Furthermore, the loan documents have not been approved, which is essential for us to proceed with the work. At this point, we have provided everything required and have made several attempts to work with you. There is nothing else we can provide beyond what has already been offered.
  We encourage you to review the documents again, and if you have any further questions, we are still available to assist. However, until the necessary approvals are received, we cannot move forward with the project.

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22798463
  
  I am rejecting this response because:

  To reply to the previous message:

  The necessary documents for the panel work and heat pump move were provided to you, including copies the technician had with your signatures. Additionally, printed documents were left with you for your records.

  Reply: This is incorrect. When the technician was at my home with with printed copies, he did not leave them with me and told me would send them electronically. He did not send them, so I followed up via phone. Again, he assured me he would send them and did not. If they were sent by email, please let me know the date, email address they were sent from, and email address they were sent to. Please also attach them to this complaint along with the email from when they were sent. From numerous searches of my email, spam, and trash, the only documents I can find were the invoices which I have attached to this complaint and sent back to you several times via email stating that I still need need the signed contract, including the scope of work.

  
  Furthermore, the loan documents have not been approved, which is essential for us to proceed with the work. At this point, we have provided everything required and have made several attempts to work with you. There is nothing else we can provide beyond what has already been offered.

  Reply: I have asked for the loan documents to be revised to reflect the work done, which is the installation of the furnace ($11,000). I will not sign loan documents for work that has not been performed without a written guarantee that the work will be completed. Once this revision is made, I will sign the documents.

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

  

  Business Response

  Date: 02/26/2025

  Here is documentation that emails were sent 4 times and were opened 

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22798463
  
  I am rejecting this response because: They have once again referred to the estimates rather than the documents that were requested. All of this is covered in the detail of the initial claim. Please review.
  
   

• Initial Complaint

  Date:09/06/2024

  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.

  I'm now 4 months into an ac replacement. They miss multiple 5 hour winds. They make promises they don't keep. They're only kind of reactive to problems, definitely not proactive. In the end, I paid before the inspection, and then they failed the inspection. They even screwed up the permits, and the inspector said it wasn't worth fining them for it.

  

  Business Response

  Date: 09/17/2024

  We are currently working with Mr **** to get everything resolved 

• Initial Complaint

  Date:08/02/2024

  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.

  I was given a quote for an AC/furnace install. And a line item in the quote said install or replace disconnect on equipment. That was the only line that referred to removal of equipment and it said the charge was $633.Long story short, thats the only work they ended up performing. But they came back telling me I owed them $2k instead of the $633 that was listed on the quote. They said that the ********************************************************************************************************** the quote. Therefore, Im filing a complaint to see if I can get a refund since the quote I signed said Id owe $633 for removal of existing equipment.

  

  Business Response

  Date: 08/07/2024

  The client signed off for an install of a new LENNOX 2 STAGE STANDARD EFFICIENCY FURNACE & NEW LENNOX 14 SEER AIR CONDITIONER. INCLUDES NEW SMART THERMOSTAT & DEDICATED ELECTRICAL CIRCUIT on 7/15/24 at 1:19pm. The install team was out there same day to get the install started. Two installers spent 3 hours (6 hours) tearing out the equipment and starting the install. The next morning (7/16) we called the client to send the technicians out there, the client wanted to reschedule the appointment for the next Friday due to her own availability. In that time, client called out another company for a different quote and wanted to switch to them. the Director and Design consultant came to the conclusion that the time spent at the home, labor, and equipment removal is $2000. 

  The $538.77 client is referring to is for a electrical dedicated circuit installed or replaced for equipment. EMT Ded Cir -30-40a for $538.77. This does to refer to ripping out the air conditioner and furnace and hauled away 

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22085968
  
  I am rejecting this response because: According to the response, the line item that refers to the work that was done says:

   

  EMT Dedicated Circuit *****a 120/240v Up to 20ft

  Includes:

  Standard Difficulty

  Installation, programming & set up. Full system testing.

  This line item in the quote says nothing about uninstalling equipment. Therefore, it cannot be referring to the work that was completed. Because the only work that was done included equipment removal. The only line item that does refer to equipment removal says:

  Install or replace disconnect on equipment.

  And this line item only which costs $538.77.

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

• Initial Complaint

  Date:03/12/2024

  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 submitted a ticket online the week of the 19th to receive my invoices from work done back in June of 2023, and also get scheduled inspections(permits were pulled, work was done, but inspection still has not happened yet). The invoices were sent to me on the 21st of February and I noticed a potential discrepancy in the amount labeled "move for accounting." The issue was partially resolved and they explained to me what that was, but that raised a question about the final amount that was paid. Back in June, in between getting all of the work done, I called in to Heart to see about getting a better deal on parts and labor since I was getting a lot of work done. I cannot recall what the discount or the outcome even was, but at a minimum I am at least missing the 15% discount on the **** work, associated with being a member. I called to discuss this potential discrepancy on the 23rd of February. The person I spoke to said they would research and listen back to the recorded lines and give me a call back on the 26th. This never happened. With how busy people are nowadays I was being flexible and let it go, and called back on the 5th of March. The person I spoke to then could not help me, and also told me that they would touch base and have someone call me back on the 6th. That still did not happen. Again, being understanding I let it go and called on the 8th and asked to speak to a manager of customer care/customer service. I called at ********, but nobody was available. The receptionist/customer service rep told me they sent a message and I would get a call back after lunch. Of course as the track record goes, normal lunch hours went by, and I did not get a call back. On 03/08 I called back and still have not been able to get in touch with anyone. I was advised my best option is to send an email. I sent an email the evening of the 8th and still have not received a call or email reply as of 10:30 am MST on 03/12.

  

  Business Response

  Date: 04/10/2024

  Thank you for bringing this matter to our attention, and please accept our sincere apologies for the inconvenience you've experienced in trying to resolve the discrepancy in your invoices and associated discounts. We deeply regret the delays and lapses in communication you've encountered. I have attached the email chain between us and the customer about how we solved this issue for them. If you have any questions please reach out.

  Customer Answer

  Date: 04/10/2024

   
  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:01/16/2024

  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 October 27, 2023, I had my heat-pump/AC unit replaced (cost: $8579.24) by a technician from Heart Heating. The unit was installed but was found, after installation, to be not fully functional at that time. They were not able to figure out why at the time. A second technician came out a few days later at a time I had specifically told the dispatchers generally did not fit my schedule. He was there for a while but could not figure out the issue either. I had to then schedule yet another day with them to try to get this unit functioning properly. This third time the technician was once again uncertain as to what the problem was but waited out front of my place for quite some time to get a call back from the manufacturers support division. It was then that they were instructed to do one other test and subsequently told me that they had to install a new part. In essence, I was told by the technician that they had to undo a portion of what they had already done in order to fix this once and for all. I contacted them via email, phone, and text messages to try to get more precise information as to the breakdown of the new costs, but they wouldnt give that to me. I emailed a representative again (Stefawna) and expressed my concerns, but no one responded other than to resend the original invoice for the new work. I left a message with another representative (****) to get back to me, but she never did. In all, I had to take two extra days off from work after the initial installation for the subsequent visit plus all the time to try to get a direct response from someone there, but to no avail. What I did get was several calls and texts to get me to have this unit inspected and approved, even before it was complete and functional. As of now, the unit is still not fully functional (no AC). I hope to get a call directly from someone there who will hear my concerns and has some authority.

  

  Business Response

  Date: 02/08/2024

  Upon receipt of a complaint from ************************* regarding his heat pump, we promptly initiated communication to discuss the reported issue. Subsequent research revealed an incongruence between the heat pump condenser and the pre-existing evaporating coil, a matter that ideally should have been identified during the initial transaction. In acknowledgment of this oversight, we proactively extended an offer to remedy the situation by installing a compatible evaporator coil, covered under warranty, without incurring any additional charges.
  On January 31, ****, the replacement of the evaporator coil was successfully executed, accompanied by a thorough operational inspection. At present, the heat pump is functioning within normal parameters.

  Customer Answer

  Date: 02/09/2024

   
  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:08/17/2023

  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.

  On July 11, 2023 a plumber from Heart Heating, Cooling, Plumbing & Electric went to my home to fix a leak that had caused water damage. The plumber arrived after 9:30 AM and was complete at 5:15 PM, so this was no more than 8 hours of work by one person total. He called me to talk through what he discovered and get my approval to move forward with repairs at 11 AM, and I agreed to repairs that he said would cost ~$1400 (replacing a sump pump and fixing a pipe under the sink). At 1:20 PM, he called again and said that work was complete but he discovered another leaky pipe behind the kitchen wall, and the new total would be ~$2700 if he fixed that as well. I agreed to pay ~$2700, and he completed the work. At 5:15 PM, he called and said he was complete and the total amount I owed was ~$4200. I was shocked and said I agreed to pay only ~$2700, and he then explained it was ~$2700 plus the ~$1400 from earlier. I said that was way too much and refused to pay on the phone, instead asking that he have somebody from the office call me to discuss the pricing and agree on what I should pay. Since then, I got a few calls from the office asking me for payment, and when I expressed that I wanted to speak with somebody about adjusting the price, they had the plumber himself call me back. We were unable to reach a satisfactory resolution when we spoke 3 weeks ago, so I asked that he have somebody in management call me back. I have not heard back and have not been able to connect through to a person each time I've tried calling their office since. I am seeking BBB support with getting them to contact me, reach a satisfactory resolution, and adjust the price so I can pay my bill. By my calculations, 8 hours of work + a new sump pump + pipe components should come in well under $2700, so I am only willing to pay what I agreed to on the phone, $2700. I have attached the invoice they sent me.

  Customer Answer

  Date: 08/22/2023

  The company contacted me thanks to this claim, and we reached a resolution on the amount owed ($2600). I paid the bill, so this claim can be closed. Thank you very much for existing as a service to support consumers like me!

  *****
  

• Initial Complaint

  Date:07/21/2023

  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.

  On 2/11/2023 we met with **** and agreed to upgrade our **** system to an energy efficient gas furnace, tankless water heater, and cold weather heat pump (Project ID ********, $25,465.46). The quote included duct cleaning $600, which we asked to be removed from the financing and was not. The water heater was installed incorrectly and not to code which lead to a major leak and water damage to our kitchen ceiling. We asked for a third party to confirm that no structural damage occurred to our home due to this issue and never received the final inspection report. They destroyed several of our stairs while installing the new equipment on our second floor. The **** system, heat pump, and ********** took multiple visits by several of their most qualified and experienced technicians to trouble shoot and get working, including ****, one of the co-owners of the company. **** assured us we would get exactly what we were promised and that adequate compensation for our troubles and extensive time-off work to manage all these additional site visits would be negotiated. "we want to make it right" was his tagline. After all the repairs were completed we met with **** again to discuss compensation. We agreed upon the installation of a humidifier to our upgrade **** system and a reimbursement check of $2000 ($1400 to cover our work absences, and $600 for the duct cleaning charge that was not removed from our project financing). The final plumbing, electrical, and mechanical inspections finally passed (needed return visits as there were issues, again adding more unnecessary time-off on my part) at the end of June 2023. We have yet to receive the reimbursement check, or any of the records for the work completed at our home. I've called Heart several times, left messages for both **** and **** and they've ghosted us. This is not acting with integrity and valuing customer service above all else, as their messaging suggests. We just want them to honor the commitment they made.

  

  Business Response

  Date: 08/10/2023

  We deeply regret the recent experience you had with our customer service, which fell short of the standard we set for ourselves. Your frustration is completely justified, and we apologize for any inconvenience caused. We appreciate your patience and understanding as we address this issue promptly. We are committed to learning from this mistake and ensuring it doesn't happen again. Rest assured, we have taken the steps to improve our processes and provide you with the exceptional service you deserve. The check has been sent to you and we would love the assurance that it was received. Please give me, **** a call at *************. Thank you!

• Initial Complaint

  Date:07/18/2023

  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.

  September 2022 Heart Heating installed an airconditioning system into my condo. I paid them over $11000 before work completed. Turned out they did not fix any problems despite a new unit installation. THey felt there may be a leak (which they never mentioned until unit installed). They asked for another $1000 to complete. I wanted more information yet they never showed up to complete work. I have been without air for over a year. While lthey lent us portable unit that only showed that their work was not completed. I have place daily call to Heart (manager Named ***** with no reply. Tempertures in my condo reach 87 with no relief in sight. I want a refund over the $11000 or complete the work. I have documents for all work, invoices, emails and texts.

  

  Business Response

  Date: 07/19/2023

  Mr. ************ original quote and scope of work (attached), was for replacement of the air handler only.  After installation of the air handler, and while attempting to start up his system, it was discovered that the lineset (the piping from the indoor air handler to the outdoor condenser), would not hold pressure.  This indicating a leak in that piping.  Replacement or repair of that piping was not part of the original scope of work.  In spite of that, Heart has gone to great lengths attempting to locate the source of the leak, hiring "Professional Locators" to attempt to trace the piping through the walls, working with the *** to find a solution, all at no charge to Mr. ********** due to feeling bad for him in the situation.  The piping travels from Mr. ************ unit, through 2 other condos, before eventually going through the roof.  Finding a solution to this issue has been difficult due to requiring access to all units involved.  We have currently offered to run new lineset at a highly discounted rate of $1000 for him, again just to assist him with this issue.  But given that Mr. ********** does not seem to find that to be an acceptable solution, we will withdraw that estimate.  We have completed our original scope of work back in September of 2022.  This other issue is not our responsibility, and clearly Mr. ********** would prefer to have someone else handle it.  Additionally, we need the immediate return of the temporary cooling units we loaned to him at no charge.  

  We have also attached call records showing the numerous attempts made to reach Mr. ********** to coordinate the installation of the new piping.  We have the recordings of these calls as well.  

  
  

• Initial Complaint

  Date:03/16/2023

  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 had a furnace installed by Heart Heating and Air Conditioning four months ago on 10/2/22. I still have not received an inspection notice. I have called Heart x3 and never gotten any response.

  

  Business Response

  Date: 04/06/2023

  This issue has been resolved, the ************** has inspected and passed the installation.  We consider the matter closed at this time.  Customer is welcome to reach out for any future service needs.  Thank you.

• Initial Complaint

  Date:01/18/2023

  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.

  On 11/30/2022 this business was contracted to replace the water heater at *****************************************************************************. After the work was completed, two main issues occurred:1. Gas leak was reported and had to be repaired. Heart H.C.P.E. was contacted and corrected this. 2. It was discovered that a permit was not submitted to the *************************************** for this work to be conducted. ********************************************** I am concerned that they have not submitted the permit and are conducting work on other properties. Fortunately, we had just moved out before this work so no one lived in the resident when the gas leak occurred. Unfortunately, we are in the process of selling the residence and cannot proceed without this permit. I have been in contact with this business but they keep claiming that the city has to go inspect the work and then we'll get the permit, but it is my understanding that they need to pull a permit first and then the city will come inspect the work. Since the site is not showing any permits in 2022, I am led to believe the business has not requested a permit. Would like for permit to be submitted by business.

  

  Business Response

  Date: 01/30/2023

  We reached out to ********************, and agreed that he would pull the permit himself, due to the backlog of inspections at Pikes Peak, and that Heart Heating & Cooling will refund him the cost of the permit, and the initial fee charged for the permit.  In all ******************** is refunded $100 for the permits and in conversation with ********************, his water heater was inspected and passed.  The refund check was mailed on Friday 27th January 2023. 

  Customer Answer

  Date: 02/16/2023

  Hello,
  
  In regards to complaint #********, this issue has been resolved. Details below:
  
  The *************************************** confirmed that Heart Heating, Cooling, Plumbing & Electric does not have a current plumbing license. 
  After entering a ****** review, their C.O.O. reached out to me. C.O.O. agreed to reimburse me for services I paid for but were not rendered (the permit) as well as the permit I had to pull as a homeowner. Was promised to be reimbursed on 1/28/2023, didn't hear back so I called back on 2/15/2023 and finally got reimbursed.