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:08/19/2024

  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.

  There were two visits to my home to investigate an issue with the AC not keeping up with cooling. The first visit on 7/9 the technican took the check payment. The second visit, we received a zero dollar owed receipt and the second technician explained that the first visit was covered under warranty and should not have been charged. This business sent a new receipt saying my check given for 7/9 is now being applied on 7/11. Regardless of their issues with billing, if they admit 7/9 should not have been charged, and on 7/11 I was told there was no charge, I should be refunded the check amount given. Every time myself or my daughter call, they give a different reason why the money is being kept. First it was for a replacement motor on the furnace, then it was a motor repair on the furnace, then it was a belt tightening on the furnace. The communication is extremely poor, and it appears to me the customer that they are trying to find a valid reason to keep my money and not issue the refund. Also, the problem is still not fixed.

  

  Business Response

  Date: 08/26/2024

  Pelletier has issued a refund of the disputed amount due to the miscommunication of what was covered under warranty and what was not covered. Customer satisfaction is our top priority.

  Customer Answer

  Date: 08/29/2024

  
  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

  Date:12/16/2022

  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.

  on 11/03/22, I had mechanic came to have service, checked up all the issues I had with my heat system. I mentioned to the mechanic that there is thermometer on the heating pipe was leaking for a few months, he didn't pay much attention on it, even didn't warn me how serious damage it may cause, and one of the issue was I don't get heat in the master bedroom. On 12/11 late evening, the thermometer leaking turned to serious running water, I found the floody finished basement and garage around 9pm, I don't know when it started. It was late night, don't know where to call, so I was dealing with the flood myself, and turned off power of heat system and turned off all the water in and out from the burner and left the house without heat. and after the service done I still didn't get heat for the master bedroom, even they sent second mechanical to check, but still didn't solve the issue. in the early morning of December 12 I called Pelletier and explained all above, and told them I had no heat because their mechanic didn't replace it or even didn't warn me with the leaking. After the Mechanic came they quote me for more than $1600 to do the repair, including fixing the hold, bleeding the heat system and add antifreeze into the system, or $800 some what for just do the bleed and fix the hole on the pipe, and saying they will deduct the $204 ( the fee they charge me for the service on Nov 03) for discount, I told their company is the one responsible for the damage, the manager didn't bother to take the responsible but repeatedly told me I need to confirm the payment in order to get the service, even the mechanic was in my property from 3:20pm- 6pm (left for getting parts in the middle and returned, I told them I need fix the hole on the pipe in the early morning, and they didn't come with parts), I can't afford it and refused their repair plan. I sincerely request BBB can help me get the compensation for the damage from their negligence and dishonest work. .

  

  Business Response

  Date: 01/23/2023

  ****** -

  We apologize for delay, this paper letter we received today from the BBB was the first time our leadership team has seen this complaint. We'd like to get in touch with you and see what we can do. We can refill your system with anti-freeze. Would you prefer a phone call or email?