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:08/22/2024

  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 June 14, 2024, I purchased a Heat Pump from Swan Plumbing, Heating and ********************** The salesman, *******, told me it qualified for a $1.700.00 Xcel Rebate. Before agreeing to the purchase, I asked ******* two more times to confirm the $1,700.00 rebate and both times he confirmed the unit qualified. He told me that I would be receiving the rebate form from ************ with their portion filled in and I would need to send it to ******* invoice from Swan states, "Commissioning performed after installation by a specialist on all rebate systems".After 6 weeks I still had not received the rebate form so I called ************. I was told they had no record of me being promised a $1,700.00 rebate and I should contact Xcel directly.When I contacted Xcel they confirmed that Swan was one of their participating contractors.They also said and I quote, Your participating contractor will provide you with an application form with the majority completed.On August 13, 2024, I passed this information on to Swan to no avail and have been ignored since then.I would not have made this purchase if it werent for the promise of the $1,700.00 rebate,I am 80 years old and live on Social Security. I feel that I was outright lied to by ******* and that both ******* and Swan have taken advantage of me because of my age.

  

  Business Response

  Date: 08/26/2024

  We document all rebates promised-this is how it would look on the invoice-(see attached pdf labeled 'rebate'.  I also attached a copy of her invoice-

  All of our invoices state "Commissioning performed after installation by a specialist on all rebate systems"  

  This is not a rebate system.

   

   

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22180449
  
  I am rejecting this response because:

  No, the reply from Swan is not acceptable to me.  They posted an invoice copy in their reply.  That invoice was signed on the tablet of the Installer and I was not given a copy of the invoice at the time of installation and signing on June 14, 2024.  The first invoice copy I received was on July 5, 2024, via email, and only after I requested it from the office via a telephone call. I can provide a copy of that July 5, 2024 email if needed.
  Additionally, I would have no way of knowing what the rebate wording should have looked like on the invoice.  I thought the wording on the invoice, Commissioning performed after installation by a specialist on all rebate systems, was referring to the $1,700.00 rebate that ******* promised me.
  If there is a rebate, all Swan has to do is fill out the form and send it to me. 
  If Swan is saying there is NOT any rebate then I go back to my original complaint that the salesman, *******, told me it qualified for a $1.700.00 Xcel Rebate.  Before agreeing to the purchase, I asked ******* two more times to confirm the $1,700.00 rebate and both times he confirmed the unit qualified.  He told me that I would be receiving the rebate form from ************ with their portion filled in and I would need to send it to Xcel.  If there is no rebate I feel that I was outright lied to by ******* and that both ******* and Swan have taken advantage of me because of my age.
  
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 09/06/2024

  As a courtesy we have submitted your rebate application to Xcel.  We will be in touch.

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22180449
  
  I am rejecting this response because: The rebate, as promised, has not yet been received from Xcel.  *********, from Swan Plumbing has been in contact with me. She is submitting the rebate form to ****. She told me it may take weeks before I hear back from **** and they would be contacting me not Swan Plumbing. If the $1,700.00 rebate is received as promised, all is well.  If the $1,700.00 is not received in full ,or not received at all, ********* said i should get back in contact with her. 

  At this point, Swan is working with me, but I won't know if this is resolved for an unspecified number of weeks. Once i know the outcome of the submitted rebate, I will let the Better Business Bureau know right away.

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

  

  Business Response

  Date: 09/16/2024

  We have submitted the rebate request to the energy provider, at this point it is out of our hands.  

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22180449
  
  I am rejecting this response because:

  Swan did submit a rebate application to Xcel and Xcel has acknowledged it's receipt.. The problem is, and the reason i'm rejecting their response, is because Xcel stated in their response, and I quote, "It may take up to six to eight weeks from the receipt of your application depending on our current volume of applications."

  We will have to wait the six to eight weeks until Xcel notifies me if the application has been approved.  Therefore, if the application should be rejected, we are right back where we started with the promised $1,700.00 rebate not being provided.  
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:02/09/2024

  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.

  During an annual free plumbing inspection (included with paid club membership), Swan employee identified our 2 water heaters as 10 and 20 years old and recommended immediate (high priority) replacement. We scheduled, and put down a $3,600 deposit. Appointment was scheduled within a week. We learned thru county permits, and confirmed that one water heater was replaced, and clearly labeled, in 4/2019, by a competitive Company, less than 5 years ago. We called to inquire and were initially told that **** showed they replaced both tanks in 2015, which turned out to be inaccurate. We cancelled our Monday appt on the Friday before, and requested an immediate refund of $3,600. Plumbing manager did call trying to explain mis-diagnosis. A week later, and 4 phone calls, 3 messages later, I was told the refund would be processed that day. No evidence of that happening, so I had to file credit card dispute. Obvious wrong assessment and lack of refund leads to this complaint.

  

  Business Response

  Date: 02/09/2024

  Plumbing manager played phone tag with customer for approximately a week is why there was a delay in the refund.  Refund was processed yesterday on 2/8 of $3600.

  Customer Answer

  Date: 02/18/2024

  I talked with the "plumbing manager" on Monday, Feb 8.  He said he would get the refund processed. 

  I also received a phone msg and e-mail (text below) from ****** at Swan on Feb 9.

  "Hi ******,
  
  I did try to call you a little bit ago.
  I have been out of the office training, I did issue your refund early yesterday morning , you should see it in 5-7 business days ***.  I apologize for the delay on my end, again was just out and didnt get a chance til yesterday.
  
  I will make sure everything else is cancelled also.
  
  Please let me know if there is anything further I can assist with.
  
  Best,
  
  **************************;
  Internal Operations Manager  
  Swan Heating & Air 
  *******************************************************************;
  (Office): ************ "

  I have been out of town until today.  Today is February 18.  No refund has been received.  Discover has confirmed that no refund has been processed by ****. This complaint is still open and in fact,needs to be escalated.  

  Thank you.

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

  

  Business Response

  Date: 02/20/2024

  We looked into the refund further and even though we processed as recently mentioned the refund didn't hit.  We did it again today.  Please see attached documentation. 

• Initial Complaint

  Date:12/28/2023

  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.

  Bought new furnace and air conditioner October 6, 2023--seller did not leave a bill of sale, warranty information, product information about the furnace or air conditioner. The next day we noticed that when the heat shut off, the air conditioner turned on. After 3 phone calls to sales rep, ON Monday October 9, someone showed up to fix it. We were told the installers had crossed wires and that the Lennox thermostat they installed did not work well with the Lenox furnace. ** told us he would bring a Honeywell thermostat (as of today 12/28) it has not been replaced. Inspection happened in November, furnace did not pass, inspector let **** know. We called November 20 and **** had done nothing with the call. We called 12/22 and they said they would come 12/27 to change the thermostat and correc tthe inspection failure. Evening of 12/27 they called and said they could not come and would call later in evening or at 7:30 AM next morning to reschedule. I called them at 9:20 AM the next morning, and when I explained the situation they said they would send someone tomorrow. This is part of the pattern that we see. Unfulfilled promises. Even if they come tomorrow. people need to know service is bad--we have made 10+ phone calls to SWAN to get things done correctly over the last 3 months.

  Customer Answer

  Date: 01/02/2024

  Surprisingly, **** did send someone the next day to fix the thermostat and did the repair to pass inspection. We are now waiting to see if the inspector says it was done correctly.

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

  

  Business Response

  Date: 01/03/2024

  This was handled on 12/29/23.  We changed out thermostat and everything is operating normally.

• Initial Complaint

  Date:06/16/2023

  Type:Customer Service 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.

  We purchased a "Club Membership" from your operation in ******** going by the name Swan Plumbing. This plan was to include annual service on my furnace and A/C. On April 20th I called to get an appointment to have my A/C serviced and the soonest that they could come was **** 12,2023 at the 11:00AM time period. At 7:53 AM on the 12th I get a text: "Dear Valued customer: due to our technician going on medical leave, & another technician parting ways with us ,we will not be able to make our scheduled appointment on 06/12/23." It goes on to instruct me to call and reschedule. When I called at 8:01 AM the morning of 6/12, I was told that they could schedule me for 07/14/23 which is another month away. I have made numerous attempts to talk to a supervisor or manager leaving messaged each time. To date no one has contacted me. On 06/15 they hit my credit card for the monthly payment on the plan. I called again today and asked how I could cancel my plan and get a refund. The customer ********************** person who answered stated she could cancel the membership but did not have the authority to refund any money. She said that would take a manager. I again asked for a manager and, as what seems as policy, I was told "they were in a meeting". This is what I have been told each time I call. "He/She/They are in a meeting all day." Yet the customer ********************** rep was able to get approval from someone to offer a one month refund. I feel that the "Club" has been severely misrepresented as a VIP program that would put club members at the front of the line for service. I want a refund for all membership fees charged me since the last service on the 16th of November 2022, as **** is unable to provide service in a timely manner.

  

  Business Response

  Date: 08/08/2023

  Tell us why here..Dear ****************,
  
  Thank you for taking the time to communicate to us why our service did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.
  
  I will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring again in the future.
  
  Please accept our sincerest apology for any trouble or inconvenience we have caused you.
  
           Thank You
           GM,Swan Plumbing Heating and Cooling                  
           Cell:************.

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20198419
  
  I am rejecting this response because: The person sending a delayed response did not even have the courtesy to leave a name, *******.  No attempt to call me as stated in the response has happened.  The writer wants to know "why here dear ****************?" In addition to this sounding snarky, I made several attempts to reach a manager at Swan and left several voice mails. When no one responded, "Here" was the only other place that I could register my complaint.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/22/2023

  *****,

  Please give me a call at your earliest confidence. My number is ************.  Thanks, and have a Great Day. 

   

• Initial Complaint

  Date:06/08/2023

  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.

  We had Swan Plumbing, Heating & Air Conditioning, Inc. Denver, Colorado perform our air conditioner (a/c) annual maintenance on May 16, 2023; per our Club Membership agreement. To our complete surprise, the Swan technician advised us that there was zero refrigerant in our a/c unit; but everything else looked great. Swan has performed the annual maintenance on our a/c unit for several years. The Swan technician also advised that the Schrader caps were missing. But didn’t replace them or offer. I asked how our a/c unit could possibly have zero refrigerant now and he said he didn’t know and provided a quote on the steps Swan would need to take to troubleshoot for a total of $3,134. Since 2021, every time a Swan technician came to do the annual maintenance on our furnace or a/c unit, they always tried to upsell us; even though they advised the equipment was running perfectly and in great condition. We obtained a second opinion from another Denver HVAC company regarding our a/c. The 2nd HVAC technician had us stay with him while he tested our a/c unit so he could show the readings on his equipment in real time. He showed us that our a/c unit had 6SC of refrigerant and the a/c plate requires 8. Our a/c did not have zero refrigerant as stated by the Swan technician just the day before. He stated the unit was in great condition and no recommendations at this time and replaced the Schrader caps at no charge. He advised that next year we should ‘top off’ the refrigerant to bring it back to the recommended 8 pounds that the a/c plate states. The Swan technician had advised that Swan is now owned by Service Champions. And the sale happened in 2021; when we started noticing a trend where the Swan technicians were becoming sales people and not solely technicians. And required to meet sales quotas. We want to provide Swan/Service Champions the opportunity to make things right for us as long term customers and reimburse us for the $89.00 second opinion charge.

  

  Business Response

  Date: 07/25/2023

  Dear *************************,
  
  Thank you for taking the time to communicate to us why our service did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.
  
  I will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring again in the future.
  
  Please accept our sincerest apology for any trouble or inconvenience we have caused you.
  
           Thank You
           GM,Swan Plumbing Heating and Cooling                  
           Cell:************
  

  Customer Answer

  Date: 07/27/2023

  The local Swan General Manager has reached out to us on 07/26/23 to resolve our issue/complaint.  He verbally presented a resolution that would be satisfactory to us once delivered.  Once his resolution has been presented/delivered to us and is satisfactory, we will then close this complaint with our approval and move forward. Thank you. 

  Customer Answer

  Date: 08/02/2023

  Update: 08/02/23 - Jeff, the GM, Swan Plumbing Heating and Cooling came out to our home today and resolved our issue 100% to our satisfaction.   He checked our A/C unit also while here and made sure it was performing correctly prior to him leaving.  He also explained how he personally addressed our complaint internally at Swan.  We are very pleased with the outcome of the issue we experienced.  We will most likely continue to use Swan as we have for several years due to his actions and integrity.