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:03/08/2025

  Type:Customer Service 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 would like have a final inspection completed. I have called & emailed this company multiple times to schedule a final inspection. Every response has been we will get back to you and they never do. I finally arranged a day for the inspection with Premier. That day came and went without even a phone call. The work was complete with the exception of the final inspection almost one year ago. They have been paid in full. The permit for this project has been pulled and verified by the City of ******. I have never been contacted by Premier to schedule final inspection. This is my last attempt to settle this without legal action. If this is not settled within the next 30 days I will be forced to file a complaint with the city of ****** as well as hire legal counsel to resolve this issue in court. i just want this completed plain and simple. It is up to them to contact me I have done everything I can to settle this.

  

  Business Response

  Date: 03/18/2025

  Good afternoon, 

  The permit has been pulled, what is needed is to be scheduled.  Please contact our ************ Manager at ******************************************* as the he City/County of ****** will only allow a (1) day schedule for the inspection process.  ***** will coordinate and communicate with our customer directly to get the inspections scheduled.  Thank you.  

  Customer Answer

  Date: 03/26/2025

  Hi ******,

   

  I want to inform you that I was contacted by this business and the matter is resolved.  I really appreciate the BBB assistance with this matter. Thank you.

   

  Sincerely,

  **** ******

• Initial Complaint

  Date:02/24/2025

  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.

  Premier Heating and Air installed a replacement furnace/AC unit in our home. Over time, the stucco on an exterior wall developed blistering, discoloration and started to peel off. The area involved was very close to the exhaust vent from the installed furnace. I contacted Premier and they sent a technician to inspect the issue. He told me that the exhaust vent should not have been vented to exhaust parallel to the wall, but should have been vented away from the wall. He took pictures and said he would talk to his supervisor. I repeatedly requested resolution of this and was always told it would be sent to the responsible party. In early June we secured an estimate for repainting the exterior of our home, and it included repair of the involved stucco. I again contacted Premier and was told reimbursement would not be made until the repair and painting was completed and I sent a paid invoice to them. The paid invoice was sent to Premier on October 9, 2025. Despite numerous communications from me to Premier since that time, I have not heard anything other than it would be forwarded to the responsible party. The reimbursement I am seeking is $489.00 for the damage caused by improper installation of the furnace exhaust vent by Premier.

  

  Business Response

  Date: 02/25/2025

  Good afternoon, 

  An email was sent to the customer today communicating that a check, #****, was authorized and issued for mail February 20. 2025 in the amount of $489.00 to the complainant.  

  Thank you.  

  Customer Answer

  Date: 03/05/2025

  I did receive full compensation as I had requested.  The check took over 1 week to reach me and I have now confirmed that it is a valid check.  Please close this case as is has been resolved.
  
  ******* **********
  

  
  

• Initial Complaint

  Date:08/09/2024

  Type:Sales and Advertising 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 had premier heating and air replace my heating and air conditioning system. This has been years of problems including a carbon monoxide leak detected by xcel energy, and also the make up air for the unit, pulling back in carbon monoxide to our home from the exhaust as they were put to close together. After having years of problems with this system and having them out close to 10 times and three major repairs, I had another heating and air company evaluate the system and what they found was shocking. Ultimately, according to Heart Heating and Air, the system they sold me is too large for the house and they calculated the square footage to include my basement. This in turn caused major condensation inside the unit which caused flooding in the basement and caused the inside of the unit to corrode. The heat exchanger had gotten too hot and is now scorched and needs to be replaced prematurely as there was gas leaking from a crack. According to Heart Heating and Air, there is not enough air flow for this size of unit causing it to get too hot in the winter and too cold in the summer. The unit is now failing prematurely. I have left 8 messages, sent 7 text messages and had three appointments that the company no showed. I’ve asked for upper management or ownership to call me and received no calls. I cannot even get a response as this unit is not sized right for our house. I would like help with resolution.

  

  Business Response

  Date: 08/27/2024

  Customer had a system installed 07/23/2013.  From the company database there have been a total of 10 calls (excluding required maintenances) in the 11 years the customer has thad the system.  The customer also went 4.5 years between maintenance for the system (from: 10/26/2016 to 03/25/2021) which is similar to changing the oil in the car.  There were (2) repairs in 2021 which more than likely were caused by the system not being maintained.  The customer then had the proper maintenances (2 each year) in 2021 and 2022.  There wasn't any maintenance in 2023 and then in 2024 the customer states there were a multiple of issues from then inception.  In a review of the records, there have been normal repairs, but nothing that warrants a cause for concern.  In addition, the
  10 year parts and labor warranty which started on 07/23/2013, expired on 7/23/2023.  The company is willing to work wit the customer to find an equitable remedy and solution.         

  Customer Answer

  Date: 09/11/2024

  I’m not 100% sure why you closed the ticket just because the general manager was coming out to look at the unit.   You probably should have waited to see what actions they were taking to rectify the 10 years of problems.  
  
  That being said, Dan and his team were outstanding!  They took full accountability, saw the flaws in the previous installation that led to failure of the unit, including the electronic air filter shorting out and almost catching on fire.  They also realized that the electrical was never pulled from the A/C unit to the furnace which means the two stages on the furnace could never be used.  This was why my xcel bill was so high for 10 years and ultimately led to the failure of the unit.  They found the cracked heat exchanger and the leaking carbon monoxide. 
  
  After seeing what I’ve been complaining about since day one they did the right thing and put a brand new furnace in and pulled wiring so the furnace could work properly.  They also put in new sensors that would detect a water leak and shut the unit down to keep from having another flood.  The replaced the electronic air filter and put in a brand new nest thermostat all at no charge!  I could not be happier!  
  
  They really stood behind their work and made it right in the end.   I also have Dan’s personal cell phone if any other issues come up.  
  
  Thank you again!  
  
  ****
  

  
  

• Initial Complaint

  Date:07/04/2024

  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 booked a service for my old furnace only to tell me we needed a new one or could pay almost $6k to fix our old one (which was working fine). We decided to install a new heat pump and backup furnace with Premier (in November 2023) and have had nothing but issues with both of these systems. We had a technician out almost every week for the first three months. They were happy to leave us without heat for days at a time as they insisted on sending the same technician every time so we had to wait for his schedule to clear.Last week, we had a huge leak from the heat pump, ruining our walls and floor, all because they never installed a drain line into the system.We are also STILL waiting for our rebates to come in. I called both *********** and Denver Action Rebates who have not received the applications despite me chasing Premier repeatedly for this over the last few months. Now Premier are saying their heat pump does not qualify for the rebates despite them promising this to us when we agreed to go with them.There has been no offer of compensation for the days without heat or the fraudulent claims for our rebates which we were promised.Our water heater was never submitted for a permit and therefore they got away with serious safety issues. We have had two separate plumbers raise concerns, and despite us chasing Premier on this, they have not offered to fix their mistakes or safety issues. This is entirely illegal. Some of the safety issues include: 1.There is no drip pan and seems to not be any floor drainage to justify this.2.There is no TMP plumbing line. 3.The expansion tank is oriented the incorrect way and this needs to be placed upright to prevent leaks.4.The shark bite valves need replacing.5.There is no drip leg for gas.

  

  Business Response

  Date: 07/24/2024

  The company has taken care of a number of concerns with the consumer and have been to the home multiple times to address.  The water heater has been corrected by a plumber provided by the company.  The company is scheduled today, July 24, 2024 to complete the initial heat pump installation.       

  Customer Answer

  Date: 07/28/2024

   
  Complaint: 21942657
  
  I am rejecting this response because: Firstly, we paid for this system to be installed and completed in November 2023. The fact that they are only now finishing the project, 8 months later, is completely unacceptable. I have been chasing them for these 8 months, and it was only when I put in a complaint to the BBB that they offered to complete the project. Additionally, the fact that their team has been out to fix their mistakes in the installation11 times since the installation is absolutely ridiculous. 
  

  Furthermore, they have still not addressed their lies regarding the rebates we were supposed to receive that they assured us was a definite. They said the systems they would be installing all qualified for the Xcel rebates and we should receive the rebate checks shortly. After months of chasing them on this, I spoke to **** and found out that these had never even been submitted and then *** (general manager) admitted that their heat pumps do not qualify due to their inefficiency. We were assured that the heat pump would be an efficient system, but it clearly is not as it does not qualify, and when running, our solar panels do not even cover their running cost. 

  Besides for all of the hassle in chasing them to complete their project, they never pulled permits for the work, which is blatantly illegal, and left us with a water heater that had serious safety issues that were pointed out by two external plumbers. The primary and secondary drain lines of the internal unit of our heat pump were also not installed and therefore we had a big leak that had us calling them urgently to come and fix in June 2024. They have not offered to pay for the damages caused to our walls from this water leak. 

  The furnace also had a lot of issues in the middle of the winter and we were left for days without heat as they were waiting for the technician who installed the unit to become available. Again, there was no offer of compensation for this. 

  Their blatant illegal and unethical practices should be further investigated by the BBB and we will not be satisfied until this investigation has occurred and we have received a refund for the aggravation, damages, cold nights, dangerous practices and blatant lies about the rebates. 

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

  Customer Answer

  Date: 08/15/2024

  We are unable to test whether they have fixed the furnace due to the hot weather at the moment.

  Additionally, this matter has not been resolved because we have still not been paid back the rebates they promised us nor any compensation for all of the mistakes they made (some dangerous).

  They also admitted to us they hired a rogue team for our install which is why we have had so many issues. 

  

  Business Response

  Date: 09/23/2024

  The customer received approximately $2,400 discount earlier this year on their account and provided a (5) year maintenance plan, at no cost ($1,000) to the customer.  The company hired a plumbing company at no cost to the customer to re-verify and correct if here were any issues.  The company has corrected and addressed (July 2024) any and all issues from the installation and took care of any outstanding items.          

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 21942657
  
  I am rejecting this response because: the partial refund they gave me was to cover some of the rebate that was promised. It did not cover nearly the amount that was originally promised. The reason I didn't get the rebate was because Premier's supposedly efficient system was not efficient enough to qualify, showing that we were sold a system based on false information. 

  I am requesting the full amount of the rebate promised ($5700) plus compensation for all of the issues and having to chase them for 8 months to get this resolved. 

  Additionally, Premier has still not marked the job as complete and therefore, I am still awaiting a city inspection, so I do not know if these issues are resolved or our system is even safe. I called the city and they said that Premier's licence has lapsed, meaning they are completing work without the proper licencing. 

  The Better Business Bureau needs to investigate this company further. 

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

  

  Business Response

  Date: 10/18/2024

  I've responded 2xs to this report and for an unknown reason the responses are not take.  As stated numerous times to the customer the company does not promise rebates to a customer as we do not have control of the 3rd party.  In good faith, the company removed over $2,000 of the customer balance and let her know if the guidelines changed in the next 8 months, we would be happy to help with her rebate.  The rebate was no longer possible 8 months.  The company also corrected any items that was an issue.  The company has worked in transparency with the customer from the beginning.   

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 21942657
  
  I am rejecting this response because: again, it took you 8 MONTHS to complete the work and you only fixed the incorrect and unsafe installations because I complained to the Better Business Bureau. 

  **** absolutely did guarantee us the rebate as well as the efficiency of your systems which were obviously not up to par since they were not approved for the rebates in the end. Your refund of $2000 was to make up for some of the rebate we missed out on as well as for taking down the negative review I posted on ****** about your company. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/23/2024

  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 had a heater and air-conditioned installed over a month ago. The permit was supposed to be pulled the day they were installed. The company never picked up the contractor disclosure letter. After a week they said they wanted us to send it to them which we did after calling numerous times. We called again because we are worried the permit was supposed to be done within a week off installation. We have driven several times to the county building just to find out nothing has been done. We have asked for the owners' name and number just to be told they do not give out that information. Called the company again this morning and was assured we will get a answer on why they have failed to get the permit in a timely manner.

  

  Business Response

  Date: 01/23/2024

  Good afternoon,  

  Here is the timeline for the permitting process for ****************  The delay for this permit request has been unfortunate due to Elbert County requesting information by mail, not email.  

  Premier Heating and Air installed on 12/13/23.  On 12/14/23, our ***** Office Administrator sent the Sales Representative within the company an email with the Contractor Disclosure paperwork that the customer needed to sign.  *********** received the signed paperwork back from the customer on 12/29/23.  Our ***** Office Administrator sent the info to ****** County on 1/18/24. Elbert County sent in a correction request later that day and our ***** Office Administrator worked through the necessary corrections and re-submitted and paid for it today.  

  It's unfortunate in the delay, but the company has provided a timeline and worked diligently to provide the customer a permit in a timely manner.   

  Customer Answer

  Date: 01/28/2024

   
  Complaint: 21186467
  
  I am rejecting this response because :Premier has offered  inaccurate information and not included numerous communications. The accurate information is as follows.

  12/13/23 - Install date. Had been told by **** ,the salesman, that either he or someone from their office would pull the permit that day and we had a week to get inspected

  12/15/23- **** called and said they needed a signed Contractor Discloser Letter and emailed it over which we signed and sent back within 30 minutes

  12/22/23- Called Premier about still not having permit and were told that the gal who does that had already left for xmas vacation and would get right on it when she returned.

  1/4/24-  Checked with Kiowa building **** and still no permit requested. Called Premier and was told she was still trying to catch up. Promised to pull

  1/11/24- Checked with Kiowa building **** and still no permit. Kiowa county then put Premier on a hold, not allowing them to pull anymore permits until they resolved the issue of doing work in Kiowa county without a legal permit.

  1/28/24- still no permit and no contact from premier.

  Several issues came up during the installation. On day 1 the main tech left for over 3 hours because he said he didn't have the correct equipment. They were then late for the second day because after a conversation with me about what the other companies had said needed to be updated to meet code that he had checked the code book that night and they were right.so he had to go get the right parts that morning.

  We believe that Premier is doing everything possible not to have their work inspected and we have serious concerns about whether or not their work is correct and safe!

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

  

  Business Response

  Date: 02/07/2024

  Good morning, 

  I spoke with the customer yesterday (February 7, ****) and from the phone conversation yesterday, the hold-up on the permit is based on the property location and getting a state agency involved due to unforeseen jurisdictional questions that the company or electrical contractor didn't foresee.  His permit was pulled on January 23, ****, and the company is awaiting another permit that needs ************ guidance.  Once we receive the additional permit, it will be expedited to the consumer.

• Initial Complaint

  Date:01/13/2024

  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 January 1/21/23 I paid to have a furnace installed. They charged me for a nest that at first I did not revive they then later dropped that off. The system has never worked correctly they had to come back out on 1/30/23 and adjust it. it then warmed up and I had no issues until 10/16/23 they couldn't come out till 10/19/23, and they still didn't get it working correctly, so they had to come back out on 10/23/23. This still did not work they came back out on 10/27/23. It again has been relatively warm until this weekend and the system is not working again this morning I called them and they said they were going to send someone out today but I figured it was time to document this.

  Customer Answer

  Date: 01/16/2024

  I have given them another three chances this is the diagnotic from ***** visit on Saturday all they did to get the system to work was remove the intake pipe so now it is just pulling air in from inside the house which make the basment much colder than the rest of the house. They ame out againg on Moday and sid ***** was nothing they could do. then rescheduled for today I had an appointment from **** and they called and canceled at 9:43. I have had to stay home for most of these appointments which means I am unavailble to be in the office for meetings and thing that are better done in person. I am open to any other soultions you may be able to porvide to help me get this resolved I think they are trying to make it past the warrenty peirod so they do not have to fix this problem.

  Customer Answer

  Date: 01/17/2024

  This issue has been resolved

  Premier Heating and Air has competely taken care of this situation, I have attached the $0 invoice for the furnace repalcement that they did today. They put in a brand new furnace to remedy the problems that I was having. This is above and ***** what I had asked for and expected, I apperciate them taking care of this for me and I have no complaint towars this company anymore. Please let me know if there is anything else I need to do to have the complaint dropped aginst them.

  Sincerly,

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

• Initial Complaint

  Date:09/29/2023

  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.

  AC installed/furnace replaced Apr 27. 2 days later I had a power surge that fried multiple things. Had to have emergency electrician come out, confirmed likely due to the recent installation. Contacted Premier to report the issue, was told they would contact the electrician they use (**** electric) to come. Didn't hear anything back for over a week. Called again, told the same thing. Didn't hear back for over a week again. I continued to call Premier, once every week or two weeks for 2 months, every time they say the same thing (they are going to contact the electrician and call me back). This goes on several weeks/calls. On one specific call, I express my frustration, and explain that they have told me this already. This time they ensure me I will get a call back, they have my ticket in whatever "system" they use. Still get no call in weeks. In late JUNE (it was installed in April), finally get them to schedule an actual appointment. Was given a 2 hour window. No one showed up, no one from either company contacted me before or after. I called back and explained this, along with the entire frustrating process, and get told... they will give me a call back. They are suppose to arrange for post install inspection and contact xcel (utility company) for any rebates after installation. I was told they cant even do this until this issue gets resolved, but they won't resolve it, so now I am stuck without even being able to get the final inspection or any rebates processed.They are willfully neglecting the issue. I don't even know how serious an electrical issue it is because the will not come out or return calls. I have called more than 10 times and admittedly been pretty short with them trying to explain the frustration. When that happens, and they still wont do anything, seems intentional. I have a nearly $20K investment they will not service, and other items damaged due to the surge, and no way to get them to do anything, so I am turning to you for help.

  

  Business Response

  Date: 10/10/2023

  *********** left a message for the customer, ******************, on 7/31/2023 , with no response, to communicate regarding rescheduling our electrical subcontractor to review the concern.  *********** has been in communication with our subcontractor to set up an appointment to review the customers concern.  *********** will have our General Manager send a email to ***************** today, to help facilitate with a resolution.    

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20675144
  
  I am rejecting this response because:

  This is 100% false. No call was received (iPhone history unfortunately doesnt go back that far to show it was not). Im addition, if there was a call, why would you not leave a voicemail (if a VM was left, I would have returned the call), and on top of that, not ever follow up again? Also, just saying we tried calling is not a solution when Im saying the installation was not done properly nor the post installation steps promised before work started. The solution would be to resolve those things. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/02/2023

  Good morning ******,  
  
  Below is an email trail for the conversation with ***************** that was recently resolved. I also spoke to our subcontractor (**** Electrical) and received the following:
  
    "Customer had a lightning strike that flipped some breakers.  He reset the ** and said it's "been great" since then and doesn't know why we came out."  "So we tested and checked that everything was okay.  We ran the ** for 10 minutes.  No issues". 
  
  Feel free to reach out directly if I may help in any capacity.  
  
  --------------------------------------------------------------------------------------------------------------------------------------------
  ******************* <********************************************>
  
  Tue, Oct 10, 3:16 PM (10 days ago)  
   
  
  to *************
  
  Good afternoon *****************,  
  
  I'm reviewing the above address and see that the company's electrical subcontractor (****) inadvertently missed an appointment on 6/22/2023.  I want you to know that I aim to be as helpful as possible and be a conduit between **** and the company to resolve your issue quickly.  
  
  I have been in communication with **** and am working out the scheduling.  Are there particular days or times that work better than others?   
  
  Feel free to let me know if I can help in any way.
  
  Respectfully,  
    
  
  ******************* ||  General Manager
  O. ************  
         
  Promotions
  Free Consultation
  Refer a friend and receive up to $200~
  We are what we repeatedly do.Excellence, then, is not an act, but a habit. (*********) 
   
  ******************* <********************************************>
  
  Wed, Oct 11, 2:19 PM (9 days ago)  
   
  
  to ******
   
  
  
  Good afternoon, 
  
  I scheduled **** tomorrow at **** pm to be at your home.  
  
  Respectfully,  
  
  ******************* ||  General Manager
  O. ************  
         
  Promotions
  Free Consultation
  Refer a friend and receive up to $200~
  We are what we repeatedly do.Excellence, then, is not an act, but a habit. (*********) 
  
   
  ******************* <********************************************>
  
  Thu, Oct 12, 8:11 AM (8 days ago)  
   
  
  to ******
   
  
  
  Good morning,  
  
  **** should be at your house by ****.
  
  Respectfully,  
  
  ******************* ||  General Manager
  O. ************  
         
  Promotions
  Free Consultation
  Refer a friend and receive up to $200~
  We are what we repeatedly do.Excellence, then, is not an act, but a habit. (*********) 
  
  
   
  ***************************
  Thu, Oct 12, 9:22 AM (8 days ago)  
   
  
  to me
   
  
  
  I will be here. Thanks again.
  
  
   
  ******************* <********************************************>
  
  Fri, Oct 13, 2:17 PM (7 days ago)  
   
  
  to ******
   
  
  
  Good afternoon, 
  
  Following up to see if everything was updated/corrected to your satisfaction by **** yesterday.  
  
  Respectfully,  
  
  ******************* ||  General Manager
  O. ************  
         
  Promotions
  Free Consultation
  Refer a friend and receive up to $500.00!!
  We are what we repeatedly do.Excellence, then, is not an act, but a habit. (*********) 
   
  ***************************
  Fri, Oct 13, 3:35 PM (7 days ago)  
   
  
  to me
   
  
  
  It was. Thank you. I was told earlier this year that the post install inspection and anything related to rebates could not be done until this was looked at. Now that its looked at can we begin the other things? Could you pass that on to help facilitate this? I appreciate your stepping in on these issues. 
  
  
  
   
  ******************* <********************************************>
  
  Tue, Oct 17, 2:41 PM (3 days ago)  
   
  
  to ******
   
  
  
  Hi ******, 
  
  I spoke with our ***** Office Administrator on Friday, and she wanted to ensure all issues were addressed before proceeding.  If you are satisfied with ****, we can move forward.
  
  As stated, please feel free to contact me with any issues moving forward.    
  
  Respectfully,  
  
  ******************* ||  General Manager
  O. ************  
         
  Promotions
  Free Consultation
  Refer a friend and receive up to $500.00!!
  We are what we repeatedly do.Excellence, then, is not an act, but a habit. (*********) 
  
  On Thu, Oct 19, 2023 at 2:51 PM ************************* <********************************************> wrote:
  *********************
  Premier Heating and Air 
  ************************************* C5
  *****************, ** 80111
  
  Dear *********************: 
  Twice previously we emailed the enclosed consumer rebuttal to you for a response. Our records indicate that we have not yet received a response from you. Please review this matter and advise us of your position.
  As a BBB Accredited Business, you have agreed to promptly respond to any and all complaints forwarded to you by BBB and make good faith efforts to resolve all such complaints in accordance with generally accepted good business practices. If we are unable to satisfactorily resolve the dispute through our complaint conciliation process, our mediation/arbitration services are also available to you. Your response is required within 3 days from the date of this letter.
  Please contact the customer and ******************** regarding this matter. Otherwise, this complaint will be closed as unresolved, which will be reflected in your company's BBB Business Review. A company cannot be a BBB Accredited Business with an unresolved complaint.
  For your reference, the complaint was submitted on 9/29/2023 and was assigned an ID of ********. 
  
  THE TEXT OF YOUR RESPONSE MAY BE PUBLICLY POSTED ON BBB'S WEBSITE.  PLEASE DO NOT INCLUDE ANY PERSONALLY IDENTIFIABLE INFORMATION OR USE INAPPROPRIATE LANGUAGE IN YOUR RESPONSE.  BBB MAY EDIT YOUR RESPONSE TO REMOVE PERSONALLY IDENTIFIABLE INFORMATION AND/OR INAPPROPRIATE LANGUAGE.
  
  BBB thanks you for your prompt response.
  
  Sincerely,
  
  ****** R
  Resolutions Consultant
  
  
  ********************************************
  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  ***************************
  ***************************************************************************
  Daytime Phone: **************
  E-mail: ***********************
  
  
  The details of this matter are as follows:
  
  Complaint Involves:
  Repair Issues
  
  Customers Statement of the Problem:
  
  ** installed/furnace replaced Apr 27. 2 days later I had a power surge that fried multiple things. Had to have emergency electrician come out, confirmed likely due to the recent installation. Contacted Premier to report the issue, was told they would contact the electrician they use (**** electric) to come. Didn't hear anything back for over a week. Called again, told the same thing. Didn't hear back for over a week again. I continued to call Premier, once every week or two weeks for 2 months, every time they say the same thing (they are going to contact the electrician and call me back). This goes on several weeks/calls. On one specific call, I express my frustration, and explain that they have told me this already. This time they ensure me I will get a call back, they have my ticket in whatever "system" they use. Still get no call in weeks. In late JUNE (it was installed in April), finally get them to schedule an actual appointment. Was given a 2 hour window. No one showed up, no one from either company contacted me before or after. I called back and explained this, along with the entire frustrating process, and get told... they will give me a call back. They are suppose to arrange for post install inspection and contact xcel (utility company) for any rebates after installation. I was told they cant even do this until this issue gets resolved, but they won't resolve it, so now I am stuck without even being able to get the final inspection or any rebates processed. They are willfully neglecting the issue. I don't even know how serious an electrical issue it is because the will not come out or return calls. I have called more than 10 times and admittedly been pretty short with them trying to explain the frustration. When that happens, and they still wont do anything, seems intentional. I have a nearly $20K investment they will not service, and other items damaged due to the surge, and no way to get them to do anything, so I am turning to you for help.
   
  Desired Settlement:
  Finish the Job
  
   
  MESSAGE:
  
  Complaint: 20675144
  
  I am rejecting this response because:
  This is 100% false. No call was received (iPhone history unfortunately doesnt go back that far to show it was not). Im addition, if there was a call, why would you not leave a voicemail (if a VM was left, I would have returned the call), and on top of that, not ever follow up again? Also, just saying we tried calling is not a solution when Im saying the installation was not done properly nor the post installation steps promised before work started. The solution would be to resolve those things. 
  
  Sincerely,
  
  ***************************
   
  Kind regards, 
   
  ****** R
  Resolutions Consultant
  Better Business Bureau
  ******************************************************************************
  p: *************
  bbb.org Start With Trust
   
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  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20675144
  
  I am rejecting this response because: I'm not sure where these comments came from. I did NOT state that it was a lightning strike, or that it was better. I told the electrician who showed up that it was a power surge from the appliances that were installed, and told them that I had not had a power surge, but still have lights flickering and what not. They said they saw nothing wrong with how they installed it (of course), so what am I supposed to do there? Feels like either the electric company or heating+air company made up this/my response, those were not my words.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/12/2023

  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.

  Company installed an HVAC system in October 2022 that failed county inspections due to code violations. We have been reaching out for months to get this addressed, but the front office refuses to schedule someone to come out and fix the violation. Their technician claims he doesn't know how to fix it and needs to reach out to the inspector. They have not done this.We even called the county inspector ourselves who said he'd be willing to schedule a time WITH Premier to come out to our house and show them how to fix their violation, but Premier refuses to do so. The front office consistently will give the runaround claiming that the manager is the one who can schedule, but then will refuse to transfer ** to the manager and instead claims that they will call ** back. They never call back and they never follow up. They also never hooked up the float sensor on our Air Handler and when they first did the install, the thermostat was wired incorrectly.This company has done poor quality work and refuses to come and fix the issues.

  

  Business Response

  Date: 06/13/2023

  Good afternoon,  

  First and foremost, the company apologizes for any inconvenience this may have caused the customer.  *********** has taken measures to prevent the lack of internal communication will not  happen in the future. *********** is more than willing to correct and address the code corrections in a responsible and timely manner as soon as next week with the customer.  Feel free to contact the company's General Manager (***) directly-***************************************** or ************ for communication or questions.      

  Customer Answer

  Date: 06/22/2023

  Please reopen the case. We have not yet gotten a confirmation of an appt from premier heating and air even though *** reached out.

  
  

  

  Business Response

  Date: 07/13/2023

  Unfortunately, my initial response didn't go through on 6/20/2023.  I met with the customer on 6/30/2023, along with a master plumber and we came up with a plan/schedule for the company to address and correct all of their their concerns, which will be tomorrow, 07/14/2023 at 10am.      

   

  Respectfully, 

   

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

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

• Initial Complaint

  Date:09/02/2022

  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.

  Approximately 3 years ago I purchased a new furnace and airconditioner from Premier Heating and Air. For the first 2 years the system worked well and we referred Premier to neighbors and my son who also had systems installed by Premier. However, this summer the air conditioner consistently shut off. Premier would send out technicians all of who had different ideas as to cause and solution. We always followed the advice of the technicians but it didn't matter. The a/c would still shut down. The air conditioner has shut down 3 times in the last week. There is something greatly wrong with the airconditioning system. No one else with a Premier system has this problelm. We do not run the a/c under 73 degrees. The a/c should easily be able to handle that temperature. Premier will not allow me to talk to a manager. So, I am submitting this complaint. I do not want any more repair attempts. I have to stay home each day there is a scheduled technician. I want the BBB to assist in getting the airconditioning system replaced so I do not need to go the legal route. It does not work and it is still under warranty. The airconditioning system has failed, is under warranty and cannot be repaired. Therefore, it needs to be replaced under warranty

  

  Business Response

  Date: 09/06/2022

  *********** was recently at Mr ******** home on Saturday, September 3, 2022 to address his issue and have been out to home a couple of other times as well.  We scheduled a Factory Representative for Thursday September 8,2022 at 11am to address the issue as there are a couple of issues that *** be resulting in the on/off of ********************** AC unit.  *********** has been in communication with ***************** throughout the process.  *********** is working diligently to address the situation-we are hopeful to achieve a solution by this Thursday.    

   

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17901369
  
  I am rejecting this response because:  There have been many technicians out to analyze the system.  None of them have been able to fix it.  Every time a technician is scheduled I have to be home for the morning or afternoon.  There  have been too many days and too many nights when the a/c unit failed and we were left in the heat.  The system is not working and needs to be replaced.  The warranty will eventually run out and then I am left with a system that does not work.

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

• Initial Complaint

  Date:09/02/2022

  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.

  The contract states 100% money back guarantee within the first year. It has been only 10 weeks and out of those 10 weeks, 4 weeks were spent failing to diagnose or fix the problem.8-6-22 I called Premier because I came home and my AC unit was not turning on when the thermostat called for cooling. The tech was on site for 2 hours and stated it was a failed thermostat but a tech would arrive 8-8-22 The 2nd visit from an unexperienced tech who arrived over an hour late tried to just install a new thermostat that was a wasted effort because that was not the problem. He did no further diagnosis.8-9-22 The 3rd visit was from yet another tech who was over an hour late and diagnosed the problem as a control panel but needed to wait the next day.8-10-22 The 4th visit was yet another failed diagnosis because the control panel was not the issue. Said it was a part 10 days out. Premier then left two swamp cooling units that did not have drain plugs and never set them up. This resulted in me putting water into a unit that spilled all over my floor. It took Premier 2 days to then deliver drain plugs.8-19-22 The 5th visit was to be scheduled when Premier had the part. I had to call multiple times and not once was asked to schedule and that someone would reach out to me but never did. This was then scheduled and again the issue was not resolved where their tech stated that they either ordered the wrong part or that it was another switch.8-29-22 The 6th visit was scheduled and again I had to reach out to schedule because the part was supposed to be delivered the week prior and I had to continue to reach out for answers. This visit resulted in multiple unprofessional repairs. The safety door switch was taped and left that way when the techs left. The pressure switches wire spliced and electrical tape was used rather than running the pigtail all the way back to the control panel. Existing wire was left. and more see photos.All I want is my money back and this equipment removed.

  

  Business Response

  Date: 09/07/2022

  To whom it may concern:
  
  
  Below is a snapshot/timeline of how the company has worked diligently to help **************** in resolving in part issue on his recently installed condenser unit.  To preface the conversation, the company offers a "10-year parts and labor warranty" from the day of installation, which was June 13, 2022.     
  
  *On a recorded call to the company on 08/18/2022, the customer called & inquired about a refund for both his and his mom's system even though there were no issues with his mom's system.  During the same conversation, he declined to have the part put in, only wanting his money refunded.

  ************ brought out two portable AC units to help while waiting for the part. 

  *After the most recent repair, the customer will not state whether the system is working on not.   
  ************ has in good faith worked with the customer on getting parts here as soon as possible and addressing the issues in a timely manner.  
  *The customer had zero issues for (6) weeks and when a factory-installed part breaks down, the customer stated he doesn't want the system.  
  *The pictures the customer sent were a couple of minor issues that were discussed with the factory rep-the company can redo the repair.  It's not outside of code, the key factor is the company recognized the customer's unit was non-operational and wanted to make sure to get the unit operational as soon as possible. 

  *The customer has repair issues due to the manufacturer's parts and the ability to receive the part (logistics) but at no fault of the company.
  *The 100% money-back guarantee certain restrictions apply (attached) has a good faith timeline, including having the Factory Representative address the issue.  *********** is not even at that point as the customer has escalated the issue.  **************** has stated "he's not satisfied".  From a company standpoint, it's difficult to satisfy an issue without being given the opportunity to correct it or have a factory representative review it for company/customer peace of mind.     
  

  In closure, the company has acted in good faith in helping ****************, but there have been hiccups, which the company has acknowledged, and addressed.  *********** has offered multiple remedies to offset the delay due to the manufacturer's backlog of parts, but the customer has declined while the company has made multiple good faith attempts to resolve the unforeseen manufacturer's delay in parts and, in following the company's "certain restriction apply" document, the company has corrected the parts issue, but is still wanting the Factory Representative to come to the house and inspect.  

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

  General Manager
  
    

  
  

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17899476
  
  I am rejecting this response because:
  

  I received a call on 9/2/2022 from **************** and discussed the poor response and communication from his team and that this situation was 1 in a million. He also admitted the repairs were not professional and unsafe and will have to retrain his guys on the proper safety procedures for the repairs performed. He also mentioned that he would start a new process for specific situations like this. He offered to swap out the unit and upgrade it with additional 2 year service contract. I refused this and accepted his offer of my 100% money back and for the units to be scheduled to be removed. This schedule of removal has not occurred yet.

  Side note, Premier has had over 4 weeks to correct this issue and it took this complaint with the BBB to finally receive a call from the General Manager.

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

  

  Business Response

  Date: 09/20/2022

  ****************, 

  
  In response to your email, the distributor reviewed the repairs and the way they were done, the installer could add heat shrink if needed and tie off a wire that is not in use, and in no way are they unprofessional.  *********** in good faith had provided you multiple options (different exchange of the repaired equipment/free maintenance agreements) and, has asked multiple times if the system has worked (after the repair) and you have declined to state yes or no.   Your system worked perfectly for (6) weeks from the date of installation before a part went out, which the company has no control over.  *********** has asked for a factory representative to inspect any and all pieces of equipment (installation/repairs) and you have declined.  *********** follows the process of "Certain Conditions Apply", which you will not allow being initiated.  In the opinion of the company, the next step is to involve the factory representative. 

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 17899476
  
  I am rejecting this response because:
  

  Again this is absurd. I had a call with ******************* on September 2nd, after he received my email that morning expressing my disappointment and unprofessional repair photos. He stated himself that the repairs were unprofessional and unacceptable and ultimately unsafe. He also stated that his guys will need to be retrained. This phone call lasted over 40 minutes. See attached call log. We agreed verbally that he would be giving me my money back and scheduling the removal of the system. I received the last response via BBB and was blown away that he made commitments via our phone call and basically acted like they never happened. I am assuming this call was not recorded because he called me on his cell phone. Yet again un professional. I believe he did this intentionally.

  
  I reached out on September 16th via phone call and got his voicemail immediately. I then followed up with the attached emails asking when he was scheduling the removal of the equipment. I followed up on 19th of September and the 20th of September via email with no response. I had to again reach out because their is no outbound communication from Premier Heating and Air. I always have to contact them to either make an appointment or check on a part status. So again I had to reach out to schedule this. 
  

  ******************* agreed to give me my money back and remove the equipment on our phone call on September 2nd. I thought all I had to do was wait for them to schedule and remove it.

  
  I want my money back and the equipment removed, because of their shotty repairs, and leaving my system unsafe. They have also failed to call or communicate with me in this matter to resolve it. *******************, their General Manager, in this whole situation has only called me once. No one with any authority has called or reached out to express the concern or give me assurances that things will be done properly. They say I have refused repairs and install, but their is no evidence of this. I was always professional in my phone calls and emails, yet they continue to treat me as if I'm the problem. 

  
  Again, I am not satisfied.

  
  As a customer am I supposed to allow them to come to my house over 6 times to repair the problem, just to be given the run around that they cannot diagnose the problem? Then allow them to bring "their" representative just to side with them? Do I now need to schedule another HVAC expert to say they are wrong and did shotty repairs to have their guy say they aren't?

  
  Again, I want my refund like *******************, said he would on September 2nd in our over 40 minute phone call.
  
  

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

  

  Business Response

  Date: 10/06/2022

  *************** has refused to have a factory representative review his working system and refuses to acknowledge that his system is operational.  *********** has communicated with the factory representative and acknowledged there are minor details that need to be corrected, but does not hinder the operation of his system, that worked for 6 weeks before a factory installed part went out.  As discussed with ***************, there is a process that the company follows. 

  Customer Answer

  Date: 10/10/2022

   
  Complaint: 17899476
  
  I am rejecting this response because:
  

  Again this is a flat out lie. I have never refused for a factory representative to review the repairs, because not once has Premier Heating and Air reached out to me to schedule a factory representative. I'd like to see their call log or emails reaching out where they have reached out to say, "Hey customer we need to schedule a factory representative.", but no not once. *** is clearly stating that things still need to be corrected after his techs being at my house over 7 times and over 4 weeks to "bandage" the system. The 7th time got my system bandaged enough to work, but he is stating in this response that they still need to correct things only because I brought them up as unprofessional repairs and I had to document them. If I did not look at the repairs myself this would have just slid under the rug.

  *** NEVER discussed with me this "there is a process" attached. He has only called me ONCE and expressed his apologies for this situation and would provide me a refund on the call that lasted over 40 minutes.
  

  I am attaching their "**Certain Conditions Apply**" because this is what they continue to reference. First of all this is dated 08/01/2022 when my contract was signed prior to this date, so technically not applicable but let's review.

  Step 1 and 2 were "sort of" followed. A "Comfort Advisor" was never assigned. I called and got a tech scheduled. The service tech arrived and failed to diagnose anything along with the other 3 techs that arrived 7 more times.

  Step 3, this was never escalated to the Install Manager/Designee, because I did not get an email from you until the 18th of AUG when this all started with a failed diagnosis on AUGUST 6th and another on August 8th, and another on August 9th, and another on August 10th, and another on August 19th.

  Step 4, within 10 business days a Factor Representative will become involved, but now we are 42 business days from August 10th and they have never called or emailed me to schedule this. We are well beyond this time restraint of 10 business days.

  Step 5, we can't get there because they never scheduled a factory rep to review.

  Step 6, no factory rep scheduled, so no findings.

  Step 7, communication via writing has been poor and never addressed any concerns or unprofessional repairs, *** instead called me on his cell phone which is not a recorded line. Therefore, step 7 failed.

  Step 8, does not apply.

  Step 9, Premier are the only ones who have repaired the system.

  Step 10 can't happen because they never scheduled a factory representative. 
  
  Finally Step 11. "Utmost confidence in the caliber of work performed by our "highly" trained Leads/Service Technicians." Then why did they doubt their repairs when I sent the photos and give me a call to express their sincerest apologies on this whole situation? 

  Again, I want my refund because they have failed on all accounts including their "**Certain Conditions Apply**"

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

  

  Business Response

  Date: 10/28/2022

  The company removed the condenser unit on 10/25/2022 and will provide a new condensing (Spring of 2023) unit for the customer once he has completed his patio/backyard landscaping project.  From a company perspective this issue has been resolved diplomatically by both parties.  

  Customer Answer

  Date: 10/31/2022

   
  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.

  They will also be providing two years of maintenance.

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