ComplaintsforRock Heating & Air Conditioning, Inc.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is filed against *************, **************************** Conditioning with locations in *********, Englewood, and ********* for unresponsive service, unresolved issues, predatory pricing, and failure to pass ******************************** inspection. See the attached chronology of the events pertaining to this complaint. (It is too lengthy to fit into this section.)

  Customer response

  04/17/2023

  Have all both HVAC/furnances and air conditioners removed from my home.

  There will be no cost owed to Rock Heating and Plumbing or to the ***** Fargo account. I will owe nothing to Rock Heating and Plumbinng or ***** Fargo. 

  

  Business response

  05/01/2023

  We have attempted to contact ********************************* since late January after we installed the equipment. They have not emailed or called us back. We should be given the opportunity to make things right. We have a process that must be followed in order to give the customer 100% satisfaction. Once the customer contacts ** we can begin the process.

  Customer response

  05/04/2023

   
  Complaint: 19908372
  
  I am rejecting this response because:
  In response to Rock Heating and Plumbing statement that they have attempted to contact me since late ******* is not accurate. I have been the one to contact them trying to get resolution for the issues outlined in the chronology of event.  I contacted ****************** and *****, the owner. ***** asked ***** to call me. I spoke with ***** on February 1st and was waiting for him to get back to me. When ***** did not get back to me and after the heating and A/C units did NOT pass the Douglas County Building inspection, it was time for an alternative action which resulted in filing the BBB complaint and a complaint with ***** Fargo. (Refer to the chronology of events document.)

  
  It was only after these steps of contacting the BBB and ***** Fargo has here been contact with Rock Heating and Plumbing.
  

  On April 14, 2023, I received a message from **** with Rock Heating and Plumbing asking for me to call him.
  

  On April 18, 2023, I received a phone message from Zak with Rock Heating and Plumbing. He said he was one of the managers and asked me to call him.
  

  On April 28, 2023, I received an email from *****, the owner, with Rock Heating and Plumbing regarding the ***** Fargo and BBB complaint. He said that I can get my money back and if I want my money back there is a process, they have to go through to rectify the situation and they cant do that unless I communicate with them.
  

  I contacted the BBB after these calls to determine if I could communicate with Rock Heating and Plumbing. On May 1, 2023, I was able to communicate with a member of the BBB.
  

  On May 2, 2023, I ********* Heating and Plumbing the following message via email and copied the BBB on it.
  Hello *****,
  Im responding to your voice message that I received on April 28, 2023. Thank you for reaching out to me and offering for me to get my money back.  Please accept this email as my request to move forward with getting my money back, returning the furnaces and A/Cs and canceling any contracts/payments to ***** Fargo.
  I want to move forward with this request at a date and time that is mutually agreeable to both of **.
  Sincerely,
  La *****************************
  

  Rock Heating and Plumbings response to attempting to contact me and them needing to contact me does not resolve my complaint. The furnaces/A/C contracts/payments to ***** Fargo need to be cancelled, which it has not. We received a bill for the entire amount for both furnaces and A/C system, and ***** Fargo is calling me.
  Rock Heating and Plumbing can remove their furnaces/A/Cs at a date and time that is mutually agreeable to both of **.  
  

  On May 2, 2023, I received a response from *****, the owner of Rock Heating and Plumbing in response to my email.
  

  His response:
  Hello *******,
   Thank you for reaching back out,I appreciate your time. First off, I want you to know that I want to get this taken care of in a timely manner. Also, I want you to know that we will do all we can to ensure your expected outcome. With our 100% satisfaction guarantee, we have to be given the opportunity to identify the issue with the equipment, identify if the issue is due to work completed, a manufacturer defect, comfort issue, and correct any failed inspections. Once we determine the issue, we can determine the fix or replacement. The 100%satisfaction guarantee has ** remedy the issue with repairs, discounts, or replacement. Our policy states that we need to see the equipment and give options for the solution before we refund and remove. We also need to get the manufacturer involved with the equipment.  I am very discouraged that my team has let this drag on for so long. This is not how we strive to do business. Given the opportunity, we will correct this issue and make it right. Please let me know if we can come out and perform our duties to correct this issue. I would like for my operations manager and service manager to come out and have a conversation about your concerns and needs as well. Again,thank you for your time and I look forward to ensuring your satisfaction.
  
   ***************************
  President
  
  In the one year test drive certificate refer to attachment A in the resolution documentation, it states:
   If within 1 year of installation you are not happy or completely satisfied with the equipment installed we will refund 100%of the cost. Thank you for choosing Rock Heating & Air Conditioning
  
  He says their policy state that we need to get the manufacturer involved with the equipment. That *** be their policy, but thats not on the paperwork I received. Nowhere in the certificate are there stipulations about having to give them the opportunity to identify the issue, etc. I do not accept the attempt to resolve this, especially after several months and especially after it failed to pass Douglas County Building inspection. They were notified of the failure and chose to do nothing about it until the complaints were filed with the BBB and ***** Fargo.
  
  He can get the manufacturer involved after the equipment is removed and the money is refunded.
  
  I notified *****, the owner or Rock Heating and Plumbing directly by email of my request to have the furnaces and A/C removed. I am not satisfied and do not want to do business with this company. I do not want them to inspect the equipment several months later.  I only want them to make good on their test drive certificate; remove the equipment and refund my money.
  
  Sincerely,
  La *****************************

  

  Business response

  05/17/2023

  My manager, ****, has attempted to connect with ******* multiple times to schedule a time to review and remove the equipment with no success. We must schedule a time to have our technicians come to the ********** home to remove the equipment. We cannot cancel the ***** Fargo contract until the equipment is back in our possession. 

  **** can be reached at ************** to schedule a date & time for equipment removal. 

  Thank you,
  *****

  Customer response

  05/23/2023

   
  Complaint: 19908372
  
  I am rejecting this response because I intend to continue working with the BBB to resolve this issue.

  Your company Rock Heating sent an email to me on May 18, 2023 communicating if you choose the communication path you are on then it wont get resolved and you can keep the equipment you purchased.  This statement is not only unprofessional but also harassing and unnecessary in such by not allowing me to make the decision which is best for me.  You also stated our test drive is for Evolution Equipment only. You initially purchased Evolution equipment.  You then chose to down grade one of the air conditioners to preferred equipment which does not have the Test Drive included.  
  
  ** your response to the BBB, it states that **** has attempted to connect with me to review and remove the equipment and you must schedule a time to have your technicians come to my home to remove the equipment and then you will cancel the ***** Fargo contract once the equipment is back in your possession.
  
  My manager, ****, has attempted to connect with ******* multiple times to schedule a time to review and remove the equipment with no success. We must schedule a time to have our technicians come to the ********** home to remove the equipment. We cannot cancel the ***** Fargo contract until the equipment is back in our possession. 
  **** can be reached at ************** to schedule a date &time for equipment removal. 
  Thank you,
  *****

  From this statement, I will expect when I call ****, he will schedule a date and time to remove all the equipment and once all the equipment is removed, you will cancel the ***** Fargo contract.
  
  I plan to contact the BBB to schedule a time when they are available to call **** with me so he can schedule a date and time to remove the equipment.
  
  I am out of the county until June 5th and will make arrangements with a representative from the BBB for ** to call **** when I return.
  
  Sincerely,
  
  La *****************************

  Customer response

  05/23/2023

   
  Complaint: 19908372
  
  I am rejecting this response because I intend to continue working with the BBB to resolve this issue.

  Your company Rock Heating sent an email to me on May 18, 2023 communicating if you choose the communication path you are on then it wont get resolved and you can keep the equipment you purchased.  This statement is not only unprofessional but also harassing and unnecessary in such by not allowing me to make the decision which is best for me.  You also stated our test drive is for Evolution Equipment only. You initially purchased Evolution equipment.  You then chose to down grade one of the air conditioners to preferred equipment which does not have the Test Drive included.  
  
  ** your response to the BBB, it states that **** has attempted to connect with me to review and remove the equipment and you must schedule a time to have your technicians come to my home to remove the equipment and then you will cancel the ***** Fargo contract once the equipment is back in your possession.
  
  My manager, ****, has attempted to connect with ******* multiple times to schedule a time to review and remove the equipment with no success. We must schedule a time to have our technicians come to the ********** home to remove the equipment. We cannot cancel the ***** Fargo contract until the equipment is back in our possession. 
  **** can be reached at ************** to schedule a date &time for equipment removal. 
  Thank you,
  *****

  From this statement, I will expect when I call ****, he will schedule a date and time to remove all the equipment and once all the equipment is removed, you will cancel the ***** Fargo contract.
  
  I plan to contact the BBB to schedule a time when they are available to call **** with me so he can schedule a date and time to remove the equipment.
  
  I am out of the county until June 5th and will make arrangements with a representative from the BBB for ** to call **** when I return.
  
  Sincerely,
  
  La *****************************

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Have used Rock Heating and Cooling for twenty years with excellent results. However, their recently added plumbing division is less than acceptable. They installed a freeze free faucet on our house last year with a 1 year warrantee. This winter it froze through no fault of ours and when we called them to come back and fix the problem they said the freeze was our fault and would not cover the replacement. They installed the faucet and obviously installed it incorrectly in a manner that allowed it to freeze in the first place. The original cost was almost 800 dollars for a 70 dollar faucet but that is my fault for accepting such an inflated price. This is not the same company I have used for twenty years and I in no way recommend them anymore.

  

  Business response

  06/03/2022

  I left ********************************** a voice mail on 5/13/22 informing him that we would replace the faucet at no charge, and that he just needed to call in to schedule the appointment for us to go back out. He had mailed a letter but had never called in to talk to us about his issue. He scheduled an appointment on 5/19/22 and *********** went out and fixed the faucet at no charge. I have attached the invoice from the work.

  Customer response

  06/03/2022

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rock Plumbing, **************************** Conditioning (********) installed a new air conditioning unit on March 23, 2022. Despite calls to **************** and without assurances to complete my request for additional information (We dont make promises), I seek BBB assistance in getting satisfactory answers to the following questions:1.Do I have a 16 SEER system as invoiced? Condensing unit Energy Label rating is 14 SEER, but the label indicates that a 16 SEER is possible only with installation of the proper Coil.2.Has a mechanical permit been issued as promised? Im unable to get confirmation from ******** or through a search of the citys permit-tracking website.3.Once a permit is secured, whose responsibility is it to schedule final inspection?4.Has the equipment been registered, as promised, with the manufacturer to ensure warranty coverage?5.What are the conditions covered by the warranty? Warranty brochure would be helpful.6.I was provided an invoice only after the second request, one month after installation.7.Low ambient temperatures on the day of installation prevented the system refrigerant pressure to be tested. I assumed ******** would take the initiative to complete the installation and testing in a timely manner. I found that not to be the case, requiring me to schedule an appointment and fall to the back of the scheduling que.**************** call-taker was unable to provide satisfactory answers to the above questions. I requested to talk to the manager (Not answering his phone) or sales representative (told that **** doesnt answer his phone) left this customer in the dark and with the expectation that my request for information was not taken seriously.What we got here is a failure to communicate.

  

  Business response

  06/09/2022

  Hello, in response to the customers complaint: 
  1. we are scheduled to switch out the coil to correct the one tomorrow 6/10/22
  2. The permit was pulled on May 2, 2022
  3. The inspection is scheduled for next week
  4. All equipment has been registered
  5. Customer was mailed and installation packet with the warranty info in it. 
  6. We have spoken to ******* and he has told us that he is very happy with the corrections we have made.s why here...

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