Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My furnace was not kicking on to heat, but it was online with the electricity, and it was giving me a diagnostic light just before the tech. came in to check it. When the tech. left, he gave me a list of problems that he said needed to be fixed. One of the items he wanted to change out was the circuit board. I told him I will be getting another quote from elsewhere, and that I would get back with him as soon as possible. When I walked over to the furnace, I noticed that now, I have no power at all, and there is no diagnostic light flashing either. I immediately called the tech. and he told me that there was no power or diagnostic light when he checked it. I called the office and the office got upset with me, and told me they would contact the boss, and call me back.. They never called back.

  

  Business response

  01/28/2025

  Hi ****, we do apologize for any inconvenience or miscommunications on our behalf - from my due diligence it looks like the office did indeed reach upper management and the decision was made by that person to send another technician back out to your home yesterday to address the issue, and it looks like it had been resolved from there.  If you are still needing or wanting a call back, please let us know and we will call right away.  Thank you for your understanding and business!  

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a new heat pump, furnace and water heater installed the end of May. On their way out the door they mentioned that a temperature gauge necessary for my furnace to turn on when it's too cold for the heat pump was out of stock. When it came back in stock in August or September they would come back and install it. I called September 9 to ask about the status of this, as well as another issue. When they installed my equipment they ****ed my front door and gouged my stairwell wall. They said they would contract with a handyman to come back and repair that. I talked with ********* in customer service and she said someone would call me back. Three weeks later when I still hadn't heard anything, I called to see what the status is. I talked with ********* in customer service and she said she would have the technician call me, and she'd also see if the parts manager knew anything. Again, no one called me back. About 10 days later I called again to check on status. ********* apologized and said she would again reach out to the parts manager, technician, and the service manager. Again, no one called me back. I called back again yesterday and ********* said she would talk directly with the service manager and get back to me by end of day. Still ********** this point I am fed up, and really concerned I won't have heat during the winter when it gets below 30 degrees outside. Obviously this is a huge issue, including the safety of my family and our water pipes. I would like them to fulfill the bargain, come and install the temp gauge and fix the **** and ***** in my door and wall immediately. This is positively ridiculous. I've spent so much time and mental energy on this. I just want them to do their jobs. I would also like some free service calls or a refund of some of what I paid for my inconvenience and their poor customer service.

  Customer response

  10/18/2024

  I did hear back from Swan yesterday.  They came out and put in the temperature gauge.  They have said they asked a handyman to come repair the door and drywall, but I have not actually seen that yet.  If that happens, I will withdraw my complaint.  Thanks!

• Initial Complaint

  09/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a new A/C, furnace, and thermostat installed on 5/26/2022. Me and my wife have not received the following that Peter D*** had verbally promised in the invoice that he reviewed with us. 1. Registration paperwork for the merchandise we purchased. 2. $500 **** energy rebate 3. Two $500 high efficiency heating and cooling system rebates We did receive a $300 **** rebate On 7/20/2022 Peter D*** contacted me at my behest about the rebate issues I was having with the swan company. I asked him when I could expect the two $500 rebates, he responds that I won't. I then explained that how he reviewed the invoice to me and my wife was that my total was $16,702.00 before the $1800.00 amount of rebates making my total $14902.00. $800 from **** and two high efficiency rebates. I did not include the $250 "get it while its hot" rebate since I did not meet that deadline. Peters response angers me and I ask "so your just going to screw me over for $1000". Peter chuckles and says "yeah". This angers me further and I reply "ok, I just need to know what to write to the BBB". Peter backpedals and says that he doesn't remember what he said due to the amount of sales he's made and that he would have his manager get in touch with me the next day. I receive an email from Drew H*** on 7/21/2022 stating that they always guarantee their work, and any other discounts/ rebates and that he doesn't have the document that I'm talking about. I responded with an email on 7/31/2022 not realizing it had been sent to my junk email folder explaining everything aforementioned (except the previous conversation with Peter) with copies of the invoice. It is now 7/6/2022 and I have not received a reply from the swan company.

  

  Business response

  09/29/2022

  Hello, this is in response to the previous message.

  In regards to registration paperwork, upon completing the registration it should have emailed the client a copy as well.  However, if he would like another copy - I will put one in the mail today, I print one and save it in all customers packets. 

  In regards to the quoted rebates, per his invoice - he was only quoted $800 back in rebates, not $1800.  One being $300 for his furnace from **** which it sounds like he received, and $500 for his AC rebate from **** which I personally mailed into **** for them on 7/14/22.  If he would like to follow up on the status of that, he will just need to call **** customer service and inquire.  These rebates can take 6-8 weeks to process during summer - so if he has yet to receive it, my guess they should be sending it any time now. 

  The client keeps mentioning two more $500 rebates and this "$1000 dollars" , here is what I think is transpiring is the customer is confusing our upfront discounts (which was x2 -$500 off coupons) for purchasing a high efficiency heating or cooling system.  Which means off the original cost he received a -$1000 discount.  There was no other applicable rebates this customer could have gotten outside of the $800 from ****. 

  Client also mentioned he was promised a $250 off get installed while its hot discount and claims he did not receive that...... but he did receive that discount and its on his invoice listed as following: -$250 efficiency bonus: Get it before its hot discount: Install this system 5-4-2022 and save $250.  

  Also, in regards to us not responding right away --- the ***** man yesterday went to our old work office and realized we were up the road and was kind enough to bring us the mail that was going to the wrong place --- so the delayed response was due to our address still being the wrong address through the BBB. So apologize for that 

  If you all need a copy of clients invoice to show the details please let me know.... 

  Kind Regards,

  Cassie G*******

  Office Manager / Operations 

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

  Customer response

  10/07/2022

  Complaint: ********
  
  I am rejecting this response because:
  I have gone through all of my files and emails and I still have not received my registration paperwork. As far as the discount issue, the complaint is that Peter did not explain the invoice properly. I asked him twice to verify to both me and my wife, and the way he explained it, I would only be paying $14,902.00 after discounts. If I had known the actual total price I would have gone with a different competitor, also Peter was disrespectful during my call to clarify the confusion.
  Regards,
  
  ***** ******

  

  Business response

  11/01/2022

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

  Please see attached invoice with bit more of a breakdown of my previous response, and each warranty certificate per piece of equipment installed.
  
  Shawn,
  
  I do apologize for my major delayed responses, as I am bouncing back and forth between 2 locations and a massive merge (no excuse just very busy). 
  
  Also, again I do apologize for any misunderstanding / communication through your purchasing process of your system.
  
  I’ve attached all registration certificates.
  
  Attached also is a more broken-down view of the invoice.
  
  You will see at the top; Peter did notate you were to receive $800 back from **** for rebates (Swan doesn’t pay the rebates so we do not deduct it from our invoices, those are paid out via your utility company upon rebate approval)
  

  The total ‘before’ rebates was $16,702 --- after rebates would bring it to a total of $15,902
  
  On the final page, you will see those (x2) -$500 coupons which totals -$1000, these are always directly applied to invoices as they are discounts not rebates.
  
  And right below the additional bonus discount for getting the system installed by a certain date, which was another -$250 directly applied to the invoice.
  
  Please let me know if anyone else has any questions or further clarification needed. 
  
  Best,
  Cassie G*******
  Office Manager
  3838 N. Garfield Ave
  Loveland CO, 80538
  (O#): ************

  Customer response

  11/10/2022

  Complaint: ********
  
  I am rejecting this response because:I do not need more clarification, I completely understand the invoice. The problem is that Peter did not explain the invoice properly to me and my wife and he is breaking a verbal contract.
  
  Regards,
  
  ***** ******

*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. ↩