ComplaintsforLion Home Service

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On New Years eve (12/31/21) my water line broke. After figuring out exactly what the issue was, I looked on the internet for a water restoration company and LION Home Service was the only one near Greeley I could find. They came out and replaced the water line from the house to the street, unbeknownst to me, that the line from the house to the street wasn't broke. (until after the Insurance Company chimed in) This company charged me $24,700 for this replacement, and then proceeded to get me into a loan so they could get their $24,700 immediately, before I could go to the Ins CO. At this point I still do not have a copy of this invoice other than what the Insurance Company has received. At the time I was advised that they would come back in the Spring to complete the street repair and take care of the yard that was tore up during the replacement. The street was taken care of, and they did send someone to put the sprinkler pipes back together. When I called and spoke to Zach a couple of weeks ago, he suggested the contract (that I never received) states they don't fix the lawn. As an elderly (82) single woman, I feel I have been taken advantage of. As per the Insurance Company, according to their sources I was reimbursed $9k of the $12k I was insured for. The invoice they sent to the Ins CO states they don't/won't give itemized info for the $24,700 charged. I believe they don't deal directly with the Ins CO's for this very reason. For that kind of money, they should be redoing the whole front and backyard. I truly would like a reasonable cost adjustment, as well as the yard taken care of. Seems to be dishonest practices here, as all the other complaints would suggest that., I just wish I'd have seen them sooner. Regards, ******* *******

  

  Business response

  05/19/2022

  We would like to thank *** ******* for her feedback. We have sent the invoice over via email and attached it to this response. We found 3 major concerns in the complaint.

  1. Never received invoice
  2. Wants an itemized invoice
  3. Wants landscaping to be fixed

  While we understand that insurance companies may want an itemized invoice, we are a flat rate by the job company. Because of this, we do not provide itemized invoices. Additionally, on the signed invoice, it states "We do not include landscaping or irrigation as part of the contract." While we understand the difficulty that *** ******* is facing, our contracts are final upon signing.

  We do not understand where the claim that line was not broken came from. To our understanding, upon completion of the work, water was restored, and everything was and is working properly.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Lyons came to give a yearly check and told it needed attention. They said they could clean heating pad and replace a few valves. No quote was ever given. Bejamin Franklin came and starter. No quote was ever given. I ask periodically what was going to cost. No quote was ever given. They never said they were going to replace everything. They did say it was better to keep the old one. If you replace everything you are not keeping the old one. When it was all over they charged me over $16.000. I am not prepared to pay that much with no warning. I would have put in the kind of heating system I prefer. I believe they saw a single female senior and believe they could charge me a lot and I would not complain. I am looking into fraudulent ways of settleing my complaint.

  

  Business response

  11/18/2021

  Thank you for your time in reaching out about your concern. We understand that you are upset that you feel you were not provided estimates and pricing prior to the work being completed. Our records show the following:
  08/18/21 12:42 PM MDT – Ms. ****** called in and spoke with one of our Inbound CSR’s that put you on our schedule for a next day morning AC & Boiler Checkup. She explained that these would be $49 each.
  08/19/21 08:41 AM MDT – Our technician, Gabe M., arrived at your house.
  08/19/21 09:09 AM MDT – Gabe created estimate “Option A” in the amount of $332.15
  08/19/21 10:27 AM MDT – Gabe created estimate “Option B” in the amount of $1394.25
  08/19/21 12:06 PM MDT – Gabe created estimate “Option D” in the amount of $2309.61
  08/19/21 12:20 PM MDT – Gabe created estimate “Option C” in the amount of $1708.61
  08/19/21 12:56 PM MDT – estimate “Option A” was signed by the Ms. ****** (you will find this attached to our response) and paid in full by check
  08/19/21 01:05 PM MDT – Our dispatcher, Elbert M., created a second appointment for one of our Project Managers for a free estimate for replacement
  08/19/21 02:02 PM MDT – Our Project Manager, Andy W., arrived at your house
  08/19/21 02:15 PM MDT – Andy created estimate: “Deluxe Boiler, 4 zone repipe and side arm” in the amount of $25581.60
  08/19/21 02:17 PM MDT – Andy created estimate “Deluxe boiler and 3 zone repipe and deluxe 50 gal wh” in the amount of $22009.90
  08/19/21 02:18 PM MDT – Andy created estimate “Deluxe boiler and 3 new zone valves and deluxe 50 gal wh” in the amount of $16417.75
  08/19/21 02:21 PM MDT – Andy created estimate “Deluxe boiler and 3 zone repipe” in the amount of $19128.40
  08/19/21 02:25 PM MDT – Andy created estimate “Boiler repairs and maintenance" in the amount of $6905.40
  08/19/21 02:15 PM MDT – estimate “Deluxe boiler and 3 new zone valves and deluxe 50 gal wh" was signed by the Ms. ****** (you will find this attached to our response) and Ms. ****** signed up for financing
  08/23/21 11:29 AM MDT – Work that Ms. ****** agreed to was started.
  08/26/21 05:13 PM MDT – Work was fully completed
  We have also attached the final invoice, which has notes from the original technician, Gabe M., that state he recommended replacement due to the age of the unit. We can also attach all remaining estimates upon request. If there are any further questions, please let us know.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We paid 49$. Their service call was on 10/5/21.

  Customer response

  10/20/2021

  We feel that we booked a TUNE UP for our furnace and instead got a sales call which consisted of an inspection and a report. We asked what work was done and only got a reply that a new filter (of our own) was put in the slot, which we could have done ourselves. This was a gimmick to get a salesman in here to scare us into buying a new furnace. It was not a TUNE UP. We request a refund of our $49!

  

  Business response

  11/10/2021

  Thank you for your time in submitting feedback through the Better Business Bureau. We took a better look into your request. Upon further review of the initial call, we found that you had requested a tune-up and that our call center did not clarify the difference between the tune-up requested and the check-up provided. Therefore, you would not have had the change to clarify what you wanted, and we would not have identified at that moment that a miscommunication had happened.
  
  Because of this, we have issued a full refund in the amount of $49.00 as of 10/21/2021 to the original payment method. Refunds usually take 3-14 days (depending on your financial institution).
  
  If you have any further questions, please reach out to our Senior Quality Assurance Representative, Matthew, as he will be happy to help. Have a great weekend.

  Matthew W.
  ***** ***** ********

  Customer response

  11/10/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  ***** *** **** ****** *** ****

• Initial Complaint

  10/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Since my mom does not speak English I made a call to Lion Home Service for evaluation on blow in insulation. When schedule the day to come and evaluate they never show up or call, so I’d called them and they just give me the price over the phone. It was reasonable so my mom made a half down payment of $1135 out of the $2235 total. Today was the day of schedule for them to come and blow in insulation around 2 to 5 pm. However, They Never showed up or called. By then, it’s 7pm and I’d had to reach out to them first and decide to cancel their service. All we want is to get our money back of the $1135.

  

  Business response

  10/20/2021

  We sincerely apologize that we did not communicate with the client regarding their scheduled appointment. We processed a refund payment to the client in the amount of $1,135.00 and it was mailed out 10/19/2021.

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/14/21 Lion Home Services sent Gary P***** out to my residence to investigate a **** ***** unit that stopped cooling. My wife had just gotten home when he arrived and was busy letting our dog out. Gary was "inspecting" the outdoor fan venting unit during this time. When my wife came back to his location, he was holding a refrigerant line with his finger, claiming the unit had suddenly "cracked under the pressure" because it was "so old", and let the remaining refrigerant leak into the air. He then quoted us $14,599 to replace the system (manager special of $13,099 but we couldn't use any coupons and had to pay the $29 service call fee). I had another HVAC technician out from another company who's name and statement I can give upon request. He noted a clear burn mark on the refrigerant line where Gary claimed it "cracked". He most likey did the damage on purpose so the system would have to be replaced no matter what. The 2nd technician also quoted us $4800 to replace the same unit.

  

  Business response

  10/20/2021

  We understand that the unit in your home is 10-20 years old and cannot assess any work that may have been previously done by other service providers on the equipment during those years. 

  We can assure you that our technician has 20+ years of experience and has a proven track record of excellence. We find that the accusation of our “competitor” unprofessional and completely without merit.

  We are willing to refund the service fee and apologize for any inconvenience.  

  Customer response

  10/20/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  The business is lying to through their teeth. The damage was caused directly by Gary P*****, the HVAC technician they sent out. He was holding refrigerant line with his finger after he burned the hole in it and told my wife that it leaked because it was old... Which is interesting because a distinct burn mark doesn't just appear on a refrigerant line and start leaking profusely suddenly by itself. Mrs ******* will attest to this and it is unbelievable to me Gary P***** will outright lie that this wasn't the case. The burn mark was noticed by me originally the day he was at my residence and only confirmed to be a "burn mark" by the following HVAC technician from another company. The issue was never about the current unit and if it was worth be fixed or not. As stated, the unit has stopped cooling before Lion Home Services was at my residence. The issue was directly related to the additional damage Gary P***** caused with a good chance of it being deliberate, so the unit had to be replaced no matter what.
  Yes, I would like my money refunded immediately but also I want an apology and the damage fixed out of principle. I suppose I would settle for the refund, apology AND acknowledgment of the damage at this point in history.
  This is a matter of integrity and principle.
  
  Regards,
  **** *******

  

  Business response

  10/27/2021

  We have made several attempts to contact Mr. ******* in order to gain more information.
  
  Nothing that we stated in our previous response was false. The symptoms he had are indicative to a refrigerant problem as well as some other issues. In addition, our Technicians and Project Managers do not purposefully cause damage to units. We cannot simply take the word of a competitor.

  We will need to send a senior technician out to assess and evaluate the unit. We would also request pictures showing the damaged refrigerant line and several pictures of the unit itself to gain perspective remotely of what is going on so that we can determine the repair or replacement.

  Customer response

  10/30/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  Attached is pictures of the burn hole that magically appeared a few minutes after your technician came to my residence. It's possible it happened accidentally, however that was not his (Gary P*****) explanation to Mrs *******. He stated there was a spontaneous crack in the refrigerant line because of the age of the unit. He then stood there for several minutes with his finger over the hole, as compressed air and refrigerant was spewing out profusely. It's unbelievable to me he or your company would deny this, as it is exactly what happened.
  You have tried contacting me once, and only once, which I have the phone records to prove.
  I can say Lion Home Services has a less than reputable reputation around my ******* community as well. I know many people in and around town...
  You are not allowed, in any way, on my property without my prior knowledge and myself being present.
  You have a chance to make this right by admitting at the very least the damage was caused by your technician (being honest), apologizing and refunding my "service call money".
  I have my doubts to say the least, especially considering the tone of your responses to my communications.
  
  Regards,
  **** *******

  

  Business response

  11/12/2021

  “Thank you for reaching out through the Better Business Bureau. We appreciate your time and would like to get to a speedy understanding. As we have attempted to reach you multiple times, we will need you to call us back and speak to our Client Concern Manager, Matthew W., at 970-******** to reach a conclusion.”
  

  Customer response

  12/01/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  I don't have time to deal with the issue over the phone this time of year. Impractical or not, communicating on the BBB platform is the only option I trust. The details have already been laid out about the damage your company caused. You have admitted nothing and are acting as if I'm arbitrarily accusing Lion Home Services and Gary P***** for damaging my HVAC property. Dishonesty is the issue here and therefore I have no reason proceed with phone communication.
  Regards,
  **** *******

• Initial Complaint

  10/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Worst customer service I've ever encountered, from ANY company. I was given the run-around for 3 months, just to do an electrical upgrade and service disconnect on my home (Literally 6 hours max of labor.) After being told end of July, that the electrical work would get done in a matter of 3 days, I ran my credit and got financed. I knew it might take a month to get my electrical permit, so I was prepared to wait a few weeks, regardless of the false time and dates Lion's kept giving me. After Lion Home Srvce took 6k from the lender on Aug. 6th, they waited until Sept. 24th to finally complete the work, which only 3k of the estimated amount was performed. The moment they walked out of my home after completing the work, I get a call from my finance company saying my payment is late due to Lion's taking the lenders funds beginning of Aug., and waiting til end of Sept. to actually do the work. This just feels criminal in nature to me, especially when Lion's is charging me twice the amount.

  

  Business response

  10/20/2021

  We sincerely apologize for any delays, lack of communication and scheduling issues. We know Mr. ********'s time is valuable and are sorry for the inconveniences we caused him. We pride ourselves on taking care of the client and unfortunately in this instance, we did not live up to our standards.

  We have corrected the finance discounted amount for work done Mr. ********’s home. We have also corrected the account and invoice to reflect the new, correct amount financed and the adjustments made to the original scope of work. We have sent Mr. ******** a corrected invoice for his records.

  Customer response

  10/21/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  **** ********

• Initial Complaint

  10/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 30,2021, I contracted with Lion Home Services for renovation of my drain pipes in my home. This involved them using newly acquired technology that grinds and sands the inside of the pipes and restores a smooth surface. In addition, Lion was to install "clean outs" on the outside grounds connected to the sewer system. The total cost was $59,155.20. I was asked for and delivered a deposit of $10,000 on August 30. The interior work was completed on September 9th, but the clean outs had been excavated and installed but the excavation had severed my irrigation system lines and the hole was left open with wires exposed. None the less, Lion requested and received on September 9th a check for $49,155.20 which was the balance for the entire project. They were supposed to repair and return the excavation site to its prior state but ran into problems. They have not returned to complete the work and ignore calls and texts.

  

  Business response

  10/20/2021

  We sincerely apologize to Mr. ****** for our failure to communicate and any inconvenience this situation has caused. We pride ourselves on taking care of the client and unfortunately in this instance, we did not live up to our standards.

  The sprinkler repairs were to be done by a sub-contractor as we were not equipped to do this scope of work. We neglected to keep Mr. ****** informed as to the status of the scheduling and repairs. The repairs have been completed and we hope the work has been completed to his satisfaction. We are deeply sorry for any stress this may have caused during this process.

*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. ↩