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:04/12/2023

  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.

  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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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 *****************************