ComplaintsforHARP Home Services LLC

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June of 2023 we hired HARP to install new heat pumps. They scheduled the initial work but never completed the installation. By October 2023 the work had still not been completed, however they did call regularly to ask if it was done in an attempt to charge us. In the meantime one of the units had stopped working. At this point serious doubts arose about the competency of the work that HARP had performed. We hired another company to inspect the work, much of it had been done incorrectly and was potentially dangerous. HARP did tell the financing company that the work was done and we started receiving bills, these were appealed. However HARP provided the financing company with a "signed" work completed form. We never signed anything that said the work was completed because it had not been. HARP had forged the signature. None of the warranty or tax credit information was ever provided to us.

  

  Business response

  08/09/2024

  Thank you for the opportunity to address *** *****’s concerns. Our Customer Relations Manager has been in communication with *** ***** regarding the heat pump installation performed by Harp on July 31, 2023. We regret the communication challenges and any errors that occurred during the installation process. *** ***** has requested to provide an email detailing his concerns for resolution. Our Customer Relations Manager contacted *** ***** on August 9, 2024, to follow up and inform him that we have yet to receive the email. We are committed to resolving this matter promptly and will continue our efforts to reach out to *** ***** until the issue is satisfactorily resolved.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought a new central air conditioning unit and gas furnace from HARP in 10/2023. The same company installed the unit. We were told the air conditioning unit could not be tested at that time to ensure it worked because temperatures outside were too cold. After winter passed and we went to use the brand new air conditioning unit in the spring, we found it would short cycle and not work appropriately (stay on for 3 mins, turn off for 5, turn back on for 2 mins, and so on). Took countless calls and visits and HARP could not find the issue despite multiple technicians and assessments. We had a scheduled appointment for a Friday evening and no one showed up at all, without any call or notice to say the appointment window had changed or cancelled. Finally, HARP exchanged the unit and installed a two stage unit. This new unit cools, but at an incredibly slow rate for a brand new system and unable to use both zones simultaneously. It appears as if when the two stage unit was installed, the wiring with our thermostats was never adjusted to accommodate a two stage unit, and the second cooling stage has not worked since. I have called HARP multiple times to schedule appointments and try to discuss these issues with no luck. This past Sunday 7/14, I had an appointment window from 4 pm to 8 pm, to which a technician came to my house at 2:18 pm (well outside the estimated window and no one was home), but never returned during the assigned time frame. No one called me to update and when I tried to contact, was on hold and told someone would reach out the next day but they didn’t. Had another appt tonight, but again, no one showed up whatsoever and there was no communication from HARP. I’ve missed work for appointments, rescheduled things, and tried relentlessly to get this brand new system working appropriately, but HARP is no longer being helpful. I am hoping to get these issues settled finally and would like compensation toward this $24,367 purchase that still isn’t working.

  Customer response

  07/19/2024

  Hi, I would just like to provide an update to this submission. We were contacted by the scheduled technician last night around 10:30 pm. He did offer to come at that time, but unfortunately was outside of the originally assigned time frame and that did not work with our schedules at that time of night. He stated we would be contacted to re-schedule. 

  Customer response

  07/29/2024

  7/29 update: another HVAC technician visited today and seems to have finally resolved this issue with the air conditioning unit. While the primary issue is now resolved, I am still hoping for some accountability from HARP in addressing my initial, aforementioned concerns and resolutions to this entire process. 

  

  Business response

  08/06/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager has reached out to Mr. ***** to address his concerns directly. We sincerely apologize for the missed appointments and lack of communication he experienced. This does not reflect the high standard of service we aim to provide, and we have taken steps to address these issues internally.
  We recognize the importance of a fully operational HVAC system. We are pleased to report that the system is now fully repaired and functioning as expected. In light of the numerous visits and scheduling difficulties, we have agreed on a compensation amount and have also extended our maintenance contract by an additional two years at no extra charge to Mr. *****. Mr. ***** is completely satisfied with our response at this time. 

  Customer response

  08/06/2024

  
  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

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/2/22 I purchased a new heating/cooling unit from this company, along with a service contract. Since then, every time I schedule my winter or summer maintenance check they cancel it telling me that I need to reschedule because they have “too many repair appointments scheduled and can’t do any maintenance on my unit”. This has happened with my winter and summer services, even though I schedule them months in advance. The day before my appointments I get reminders via text and email. Each time, within 10 or 15 minutes, I receive the cancellation call. Today when I tried to speak with a manager regarding the cancelled appointment I had for 6/18/24, I was hung up on. I called back, spoke to the dispatch supervisor and was told that the earliest I could get an appointment for my AC maintenance was 10/8/24! Summer will be over by then and I won’t need AC. I explained to her that I have severe asthma and considering the predicted humidity, temps upwards of 100 degrees over the next few days, I need to make sure that my AC unit is working properly and my maintenance appointment to be kept, an appointment that I scheduled in late February or early March of 2024. Plus the fact that they are not honoring the service contract that I paid for. I was never allowed to speak to any manager, being told that someone would get back to me. I feel that I have been ripped off by this company and that the equipment that I purchased from them is not being provided with the required maintenance. I have no idea if something is wrong or not. The dispatch supervisor suggested that I “change my filter more often.” I change the filter frequently, every 30 days, due to my severe asthma but simply changing the filter does not tell me if the mechanical components are working properly. They have not done any maintenance service since it was installed on 5/2/22 and that is deplorable. I feel like I have been scammed.

  Customer response

  06/24/2024

  Good evening,

   

  I would like to close this complaint. Someone from the company, contacted me and had a resolution to the problem that I have accepted. Her contact information is below. Thank you for your time in response to this issue. 

   

  Alyssa M***** Customer Relations Manager   P.###-###-####   HARP Home Services *** ******** ****** *** ******** ** ***** ********************

   

  Sincerely,

  ***** * ****** 

• Initial Complaint

  05/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We hired Harp Home Services to install a new HVAC system in our home. The installation began in the spring of 2023 and now an entire year later we continue to have issue after issue with the system. We have dealt with it freezing up in the winter (multiple times) and were left without heat until they fixed it (which the fix took multiple visits for it actually to be fixed correctly), the thermostat falling off the wall, cracked ceilings, broken recess lights (we still have one hanging from the ceiling), most recently a broken pipe (that was recently "fixed" to bring it up to code and then was installed incorrectly causing it to crack) that resulted in water leaking through our walls from the attic all the way down through to the basement, the upstairs temperature compared to the downstairs is 5-10 degrees warmer so its super warm upstairs and cold downstairs, the upstairs bathroom vent was blocked so no air was coming through and just today we discovered that the unit outside is not level! This on top of no communication from the office when technicians were scheduled to be out at our house and never showed up, even on one occasion when the inspector was scheduled to come out. We had a 3rd party contractor show up that Harp hired and did not make us aware that someone from outside their company was going to be doing work at our house. We also had technicians show up without the proper equipment including a ladder!! Technicians would ask us what they needed to do when they were here and once we said that they should have been notified by the office what issue needed to be addressed, they would "take a look" and then tell us someone else would have to be scheduled to come out!! This happened multiple times.

  

  Business response

  05/30/2024

  We appreciate the opportunity to address the concerns raised in this complaint. Following communication with Mr. ******** regarding the repairs needed by the system installed by Harp in June 2023, our restoration company has come to Mr. ********'s home and our contractor has been scheduled to assess the damages incurred to his ceiling. In light of Mr. ********'s request for additional compensation due to the inconvenience caused, we have assured him that we will discuss this further once the repairs have been finalized. We remain committed to maintaining ongoing communication with Mr. ******** until all necessary actions are completed to his satisfaction.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Earlier today, on April 1, 2024, HARP charged my elderly parents $884 ($940.13 with tax) for the purchase and installation of a ****** * Garbage disposal. This disposal costs less than $200 (closer to $100) at most retailers and the technician Matt B****** (license *********** was at their home no more than an hour for installation. I think they are engaging in predatory pricing behavior and my parents should be refunded $500. The invoice number I am referencing is *********.

  

  Business response

  04/12/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to Ms. ****** to discuss her concerns with the plumbing work performed by Harp at her parents’ home on 4/01/2024. Harp charges by the job, so the price on the invoice is all inclusive of the parts, labor, warranty, and value of our services in this cost. Harp prides ourselves on offering our price upfront prior to the work being completed. Our plumber presented the price for the garbage disposal to Mr. & Mrs. ******, and they agreed to move forward with the work. As a good faith effort Harp issued a partial refund of $500.00 to resolve this matter. They will receive the reimbursement back to the credit card used for payment and will be receiving in 3-5 business days. She is satisfied with this resolution.

  Customer response

  04/19/2024

  This complaint should remain closed, but I am writing because I wanted to let you all know that I really appreciate your service.  A representative from HARP reached out to me, and they credited my parents back $500 as I had requested.  Thank you for providing your service, I think its important so people don't get taken advantage of.  

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Harp came to my home to replace ac units with a heat pump. The entire situation started out wrong. They made me miss 12 days of unpaid work days for a job they promised to do in 2 days. Shorty after work was " complete " they returned at lease 16x to refix , fix etc problems we had with no heat and hot water . Mind you we have children and kids in our home. They kept calling and making promised never kept and telling us that it has been solved and here we are again , no heat and hot water. The last tech mentioned that the system itself was never installed properly and was destined to fail. We called today, and they were going to come by 11pm ! The person called at 9pm to say that he was not the person we needed and he couldn't really fix anything because it was out of his department. So now we have sent our children to my daughters house to be warm because the house is an ice house and had to put the dogs upstairs with us to keep warm. This is beyond ridiculous and I am LIVID ! This has caused me to lose days of work and sending my children off to their sisters which is crazy considering this was a 35k system! They are irresponsible and definitely not responding or treating it as an emergency. The whole thing seems to be a joke to them . By far the biggest regret I have was using them as they have claimed to be professional ls and all they do is come in whenever they want and NOT fix anything. They need to come here and PROPERLY fix this system they've put in several times and nobody seems to do correctly. They also better not expect a dime from me as the last person came in and said it will be another 3k to fix whatever the problem. Yet nobody is doing anything right. He also stated the system was doomed to fail because it was a terrible install. I'm sick of this company and their lack of integrity. Somebody needs to be held accountable because I am sick and tired of talking to representatives and "techs" have zero clue of what to do !

  

  Business response

  04/03/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to Mr. ******** to address his concerns with the Heat Pump system installed on 9/8/2023. Harp sent out a senior technician who rewired both air handlers completely and configured the thermostats to work with his dual fuel system to optimize the efficiency of the systems. At this time the only portion of the project left outstanding is to perform an AC startup when the weather gets warmer to confirm its working properly. Our Customer Relations Manager Followed up with Mr. ******** on 3/28/2024 and he confirmed that everything has been addressed although he is requesting a follow up call within a week. Our Customer Relations Manager will follow up tomorrow 4/4/2024 to confirm everything is still working as expected. We will continue to work with Mr. ******** until this is completed and he is satisfied.

  Customer response

  04/04/2024

  
  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 , at this time.  I will discuss the situation resolutions in further detail with the Customer Relations Representative during the follow up call on 4/4/24. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  HARP Home Services installed a new Air Conditioning Unit at my third floor condo unit in June 2022. April of 2023: It Failed inspection for many reasons as the job was not done to code. May 1, 2024: HARP appointment -electrician came out and completed some electrical problems-another technician scheduled in the afternoon to address other issues was canceled at the last minute. Another appointment was made for May 8 2023: technician came, but left without a word. Mid May 2023: I contacted HARP to see if the work was done and was told I was all set. I scheduled an inspection but it failed because according to state code, a unit placed on the roof of a building needs to be secured to the roof. HARP had only secured it to a pad. Late May: called HARP, spoke to dispatch, rep said she could make another appointment, I asked if they knew what needed to be done, she said no. I strongly suggested that they talk to the Town inspector and know exactly what needs to be done before coming out again. She assured me they would, promised me a call back asap, never happened. Early June2023: called again to get the name of someone in Customer Service, given the names of Beth and Marissa. Mid June 2023: Spoke with Marissa, was assured they now knew what the town needed and made an appointment July 23, 2023: Technician arrived, said he had no idea what he needed to do but he had the phone number of the town inspector to call if he had questions. He tried to call the inspector but he didn’t answer. He left without doing anything. Early August 2023: spoke with Beth in Customer Service, she said I should talk to Jeff, installation manager. Mid August 2023: Spoke with Jeff, installation manager, he assured me he would work on a solution and call me back, he never did. September 2023: called Jeff again, he was surprised by the code and said he was looking for a roofing company to secure the unit to the roof, he would get back to me. I’ve left a couple more messages, no response.

  

  Business response

  03/22/2024

  Thank you for the opportunity to respond to this complaint. Our Installation Manager has reached out to Mrs. ******** to discuss her concerns with the inspection being completed on her Air Conditioning system installed on 5/1/2023. Our Installation Manager has been in contact with an engineer in order to present the correct information and receive approval from the  inspector. We will continue to reach out to Ms. ******** and continue to provide her with updates until this is completed.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a new furnace installed on Jan 11, 2023 by Harp Home Services, but it failed inspection because it required another pipe for venting. Below is an account of all steps taken to get this resolved and it is yet to be completed. 1/11/23: New furnace installed Cost $10,000 2/16/23: Town inspection, failed because needs another pipe for venting 3/30/23: Harp scheduled but no show 4/27/23: Harp arrived but did not complete work because 2 man job and only one guy showed and he wanted to confirm with the town before drilling hole that the plan is correct 8/2/23: called Harp to get an update and scheduled a new visit. I told them to ensure they bring 2 men and have town approval 9/11/23: Harp came but again didn't do anything because they still didn't have confirmation from the town. So nothing was done since April. They tried calling the Inspector from the Town while at my house but he wasn't able to take the call, so they left. Want me to follow-up in 2-3 wks with Harp if I don't hear from them 10/30/23: Didn't hear from them so I called for an update. was told that Jeffrey the install manager would need to get back to me 11/3/23: no call so reached out again. told that jeffrey doesn't exist. explained my outstanding issue and was transferred. No one picked up the call 11/7/23: called again and asked to speak with PM for my job. Transferred to Disbatch and left voicemail 11/8/23: called again and transferred to disbatch. Told need to check with install manager (Jeffrey). ###-###-#### Chelsea, or **** Christine. Spoke with Chelsea and she said she will talk to Jeff for an update and will call me back. 11/10/23: no call received. called back and left a voicemail (Veteran's Day) 11/13/23: called again and went to voicemail again. called back and Chelsea answered, said that Jeff has a call into the inspector and waiting to hear back 1/2/24: called and no answer but left a VM. Chelsea called me back and said they will have someone come out to do the plan and don't need inspector for that. I explained that 2 other times this was already done and both times they said they needed inspector to approve the plan. Chelsea went to check with Jeff but he wasn't there, so will call me back. 1/10/24: no call back so calling again for a status. Left VM 1/17/24: called the town to see if they had heard from Harp Services for an approval of the plan. Did not see anything on file. 1/18/24: called again since no call return made. Left VM again 1/19/24: rcvd text from Chelsea saying she got my VM's and is waiting for Jeff 1/29/24: still no call back. The furnace is working great but I need them to complete the job and get the town to pass the final inspection.

  

  Business response

  02/12/2024

  Thank you for the opportunity to respond to this complaint. Our Install Manager reached out to Ms. ******* to discuss her concerns with the final inspection of her Gas Furnace installation completed from Harp on 1/12/2023.  Our Installation Manager will be meeting the inspector at her home on 2/13/2024 to ensure the installation of the Gas Furnace is to code in order to pass inspection. We apologize for the inconvenience and understand her concerns. We will follow up after the inspection on 2/13/2024 to ensure all work has been completed to her satisfaction.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I replaced my heating/AC unit with this company. It is still under warranty and I have a service contract that is effective until October of 2025. Every time I have called for service and been scheduled for an appointment it gets canceled without any notification. This has happened twice in the last six months. I have had to leave work early to be home for the appointments I was given and confirmed with them. As I am typing this I have been on hold, waiting for a supervisor, for over half an hour! I had done business with this company prior to replacing my system but I was never treated in this manner. This is absolutely unacceptable and if they do not honor my service contract, I WILL be taking further action against this company.

  Customer response

  01/17/2024

  The link you provided in your response does not exist. Can I revise the original complaint? 

  Customer response

  01/17/2024

  I am amending my complaint by removing the request for any monetary compensation. I simply want this company to honor the service they guaranteed when I purchased this HVAC (heating and AC) from them. 

  

  Business response

  01/31/2024

  Our Customer Relations Manager reached out to Ms. ****** to discuss her experience. We apologize for the rescheduling of her appointments. Our representatives are advised they should not reschedule a customer's appointment unless the customer agrees in cases when we call due to increased volume for customers with no heat or ac. We sent our technician out on 1/17/2024 and followed up with another appointment on 1/24/2024 to make additional adjustments on Ms. ******** filter rack to make it accessible to replace her filter. We offered Ms. ****** reimbursement of $160.00 for her time missed from work as well as a $100.00 **** Gift Card due to her frustrations to resolve this matter. She will be receiving the refund by check as well as the gift card within 7-10 business days. She is satisfied with this resolution.

  Customer response

  01/31/2024

  
  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

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ****** ***** boiler from Harp Home Services in 2021. All told, more than $13,000 to purchase and install. The contract says 5 year no lemon guarantee. I have had issues with functioning of the unit from the start. A review of service history will show various leaks, mother board failure, valve failure, etc. These have repeatedly left me without hot water and/or heat. I have most recently been without heat since Monday January 8, 2024 when Harp diagnosed a valve failure requiring replacement. I was quoted 3 days for the part to come in from ****** under warranty. It is now January 15 and Harp can give me no estimate on when they can get my heat restored. They do not return calls as promised. I endure long wait times seeking to speak with a person. They need to replace my unit with something that consistently and economically provides me and my children with heat and hot water. They need to honor their contract given that they seem to have installed a lemon of a unit into my home

  

  Business response

  01/30/2024

  Thank you for the opportunity to respond to this complaint. Our Plumbing Manager called Mr. ********* on 1/15/2024 and scheduled for our plumber to replaced the 3 way valve on the ****** boiler on 1/17/2024.  Our Customer Relations Manager followed up with Mr. ********* to discuss his concerns with the operation of the equipment we installed. We scheduled a technician for his home on 1/23/2024 to complete a full evaluation of the equipment. Our technician concluded that everything is working per the manufacturer’s specifications. Our Customer Relations Manager made multiple attempts to follow up after this visit, but we were unable able to reach him to discuss his experience with us further. We encourage Mr. ********* to reach out to us about this matter and we would appreciate the opportunity to discuss and resolve any outstanding concerns.

  Customer response

  02/07/2024

  I am satisfied with the business response.

*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. ↩