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:01/06/2025

  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 December 3, I contacted Heatwave because my HVAC/Heating outside unit would go on then immediately shut off after making a loud rattling noise. A technician came out on December 4 and determined the system needed a new reversing valve and capacitor. I paid a 56% deposit. On December 7, the technician installed the parts, after which the unit still rattled. I was told it was the outside casing and I could just put a shim on it to stop the rattling! I paid the balance due. On December 9, I called Heatwave again because the system continued to make a loud rattling noise and wasn't working properly. The technician came back out. I'm not sure what he did but prior to leaving he said the rattling was less noticeable so the system should be working fine. On Thursday, December 12, the system wasn't working at all. It would turn on them immediately shut off. Needless to say, I was furious. I called another ********** and was told the unit probably didn't even need a reversing valve. The problem was the **** I agreed to let them fix the problem because I no longer trusted Heatwave to do the work. On Friday, December 13, I contacted Heatwave to let them know I expected some sort of refund because they didn't fix the problem. I was told someone in management would call me back. Nobody did. The following week I called Heatwave repeatedly and still was unable to speak to a manager. I finally called using someone else's phone and the office manager answered! She said she could not make a decision about a refund, but she would speak to her manager. As of today, January 4, nobody has called me.

  Business Response

  Date: 01/06/2025

  You said the system worked fine after repairs for almost 2 weeks except a rattle. then something happened and the system quit working again so instead of calling us to warranty our work and to determine if the part we installed failed or not, which it didn't, you called someone else, who said a different part failed on your 2017 system. and they claimed a part in the inside unit failed not the outside unit which is two totally separate pieces of equipment, and the part we installed almost two weeks prior was still working fine. I'm sorry but we cant warranty someone elses work and you even stated the part we changed was still working fine. Wish you would've called us but you didn't and theres nothing more I can do here. 

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22767146
  
  I am rejecting this response because:

  The response from Heatwave is absolutely incorrect.  The system was NOT working when your technician left after the 3rd time.  He didn't stay long enough to let it run and them shut off.  All he did was play around with the freon levels and said everything was fine.  Yes, the system still rattled, but he should have figured out why.  And because conditions didn't require that I run the ** or the heat for a few days, I didn't realize it was still shutting off until a few days later.  I immediately called you on a Friday afternoon and was told someone could come out the following Tuesday.  I refused to accept that since a tech had already been to my house 3 times so why would i trust him!!  As for the having another company fix the problem, they had to replace the *** on the OUTSIDE unit, not the inside unit!!  And the system is now working just fine.  Furthermore, what kind of a HV** tech tells a client to put a wooden shim on the case to prevent rattling!!!!  I trusted that he knew what he was doing but he obviously did not!  I made repeated phone calls to your office and was completely ignored.  What kind of customer service is that?????  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 01/06/2025

  We are sorry for your frustrations. Having ac issues can be extremely frustrating, but we cant warranty someone elses work and if someone else works on our work it voids our warranty per the invoice terms. 

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22767146
  
  I am rejecting this response because:

  I wasn't asking for warranty work.  All I was asking for was a partial refund to at least cover some of the expense I had to pay another contractor.  If you were in my shoes, you would feel the same way if your repairman charged you so much money but didn't fix the problem.  Obviously, your company doesn't care about its customers.  You would rather have bad reviews than compromise.  I regret not having read all the bad online reviews prior to agreeing to let you do the work!

  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:08/16/2024

  Type:Sales and Advertising 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.

  Less than a year ago I had my central heating and air conditioning system replaced. I called this company spent about 17 thousand dollars. To have issues first with the work not done properly causing me to spend thousands more on replacing my ductwork, 6 months later I come home to find water leaking from the unit that is in the attic. They poor workmanship and the faulty switch that is designed to make sure that the drain line doesnt overflow and back up failed. Im now having to pay out 700 hundred dollars for something that should either be replaced under warranty or should not have happened in the first place. My home has been damaged 2 times because of there lack of workmanship. I plan to also file a claim with the insurance company.

  Business Response

  Date: 08/29/2024

  This has been resolved Between manager ***** and the client. Work has been done and discounted payment has been made. 

• Initial Complaint

  Date:05/06/2024

  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.

  My 74 year old Mother ********************* hired this company to fix a shower handle. Fast forward 5 months water is leaking through from her ceiling. This company is refusing to take ownership of the work that was done. They will not honor their 6 month warranty. Water has been leaking through my mother ceiling for 4 days *********** refuses to return her call. I will blast this message every where i can. Do not trust this company. You will hear from our lawyer. What a shame. You can't find a honest company to do a simple job. They told my mother that she will need to pay $1200 to fix the issue. Shame on you for taking advantage of a Veterans wife that passed away months before this happen. Shame on you for taking advantage of an elderly woman. ***** the manager had given us the complete run around.

  Business Response

  Date: 05/07/2024

  I am sorry you are misunderstood. Hopefully the original work order clears up your confusion. We installed a faucet *************** supplied us. No warranty on customer supplied parts. 6 months later the new faucet is leaking, we went out for free, assessed the situation for free and gave options to fix the issues and even discounted our price to help her out. Also you have threatened our office staff. left bad reviews under different names on ****** to try and blackmail us to work for free. I have turned your slander over to our attorney to handle and we will no longer be able to service your family.

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21656559
  
  I am rejecting this response because: You are incorrect. The faucet was purchased by your technician and not by my mother. The technician told my mother that the faucet that was purchased by my mother would not work for the job. Therefore your technician drove to the store himself and bought the faucet, so how is this not covered by the warranty? You guys tried to charge my mother $1200 for job that was done incorrectly the first time.

  Sincerely,
  
  *****************************

  Business Response

  Date: 05/08/2024

  Per the original work order that was signed it was a customer supplied faucet. Which we don't warranty. We supplied the cover plate to cover the hole that the customer was missing. No warranty on the faucet. And it was signed as acknowledged. Again nothing else I can do here as you have threatened employees, slandered us on reviews. This case is turned over to our attorney for review. 

• Initial Complaint

  Date:02/05/2024

  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 07/08/2022 12:53 pm ***************************** technician ACS came to my home at 244 Ives Dr. ** represented himself as the manager of Heatwave. From day 1 it was a horror story. I purchased aAC 14 seer 3 ton unit which was bigger then my previous unit We financed thru Ally . I also purchased duct work enlarged between the two bedrooms on 2nd floor. They damaged my ****** door it took over 3 weeks to get my air up and running it was a problem every day. My unit makes a lot of noise outside. They blocked the filter to be changed with a drain pipe and it took 4 months for them to come fix it. I called the company everyday for 6 months. I called for *** all I ever got was ******** who claimed she was the office manager. They were suppose to clean the unit every 6 months they never did they sent a technican out to cut the pipe down to be able to put in a filter which they never put in on instillation the unit ran 4 months without a filter and it was hotter in my 2nd floor bedrooms then ever. The technician that came checked the airflow and temperature and agreed something was definitely wrong but if I purchased this 1500$ Ive lighting for the air handler it might help. They never called the not have the building inspector come as of 11/2023. I called the inspector came out and the unit did not pass. I called Heatwave told them it didnt pass. Again they did nothing. The unit has yet to be fixed or reinspected ,the ductwork they installed made my house hotter, the technician and or manager *** has yet to return my calls or address my complaint, ******** that answers the most home has never sent anyone to clean my unit. The technician she sent out did not address the issue as he said he would he never sent out another technician. Despite all my calls Im getting no where. I need help its coming up on summer I have a child with serious allergies in one of the bedrooms and its so hot in her room she cant breathe. The bedroom that was always the coldest room in the house is now

  Business Response

  Date: 02/20/2024

  The office is trying to contact the customer to schedule them for a service call to address this complaint. We havent heard from this customer since April 2023, 10 months. so the ac mustve worked all summer with no issues, but we will get someone out to see what the issue is now. 

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Approximately 4 years ago I purchased an air conditioner from Heat Wave. They also installed it. I am selling my house now, and I just found out they never filed a permit. I have been calling them for at least 4 months about this issue, and all I get is the run around from their receptionist. The owner will not call me back. I cant close on my house until this permit is filed.

• Initial Complaint

  Date:10/06/2023

  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.

  on 2/15/23 Heat Wave Heating and cooling recommended I have a UV system installed on my A/C unit to kill the mold growing in my unit. First week of Sept. ************************************************************ the bulb had burned out. The bulb has a two year warranty. I have called two times since to find out when they were coming to replace the bulb. Twice I was told they **** get back with me. This past Monday I called for the third time and was told again they will contact me. today is Thursday 10/5/23 still no call. I would like a full refund on my purchase. I would also like to find out if others have had problems with heat wave A/C

  Business Response

  Date: 10/23/2023

  We came out on 10/6 to address the customer concerns and replace the ** under warranty, when the tech opened the unit to replace the bulb he found the bulb was on and working, see attached service ticket with customer signature acknowledging that. This complaint should be deleted and we have done nothing wrong

• Initial Complaint

  Date:06/09/2023

  Type:Product 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.

  Paid for a 16 seer unit and they installed a 14 seer. after installation of the unit noticed that items that were on the statement was not completed and ac was cooling properly. they upsold on running circulation duct which did not take care of the issue. they then upsold on duct rehabilitation and proved that did not work. after calls and having their techs over without success. called around to other ac companies in the area to find out they way over charged for the system that i received. I paid someone else to check why i am not receiving proper air on the other side of the home to find out there was air leeks everywhere to include the shotty work that they performed. I believe this company not only frauded me but over charged during and emergency which is a crime in the ****************.

  Business Response

  Date: 07/18/2023

  Im sorry for the confusion, according to our equipment rep the yellow label is an energy rating and thats where the unit starts when matched with different air handlers, Your model number is a GSX160361 which is a 16 seer 3 ton. Even matches our invoice from our equipment supplier and the serial matches your unit. As far as ductwork goes the final line on our contract states we are not liable for existing duct systems. We did not install your duct system we only replaced your ac unit. Please see attached invoice from our equipment supplier as reference, you already attached the your contract referencing the ductwork. so thats resolved, this attachement i am attaching will resolve the seer question. as far as the comment about competitors saying comments on price, its really easy to insult someone and tell them you couldve done it cheaper, but clearly you were satisfied with our pricing otherwise you would have not moved forward with it, and this price complaint only comes 9 months after the fact, really not fair. And now we have a BBB Complaint on our record when we have done nothing wrong but follow the contract as stated. 

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20162316
  
  I am rejecting this response because: i paid for a new ac unit and not as described. also to not i had paid for **** rehabilitation and to run addition vents. the "new" ac / garbage unit does not properly cool the home nor was the other work satisfactory. 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/20/2023

  Im sorry you feel this way but you got exactly was is on the contract. 

• Initial Complaint

  Date:06/02/2023

  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.

  Heatwave is failing to replace whole house air scrubber /UV Germicidal lamp installed in HVAC system in Oct 2019 that is under warranty.Records on 4/1/2020 (less than 6 months after installation), indicate it was not working and it was not but this brought to my attention during the service visit.On 5/11/2023 a system performance report was performed and the technician did bring this to my attention. ***** informed me and confirmed this with a manager, that it is under warranty.When I called the service desk, I was informed I would need to pay for it. I informed them it was under warranty. I was then informed it was being ordered. When I inquired again, I am being told I may have to pay for it.Bottom line is it was defective and not working within six months of installation.In the meantime, the technician tried to sell me another UV product with other associated services to the tune of $1000 prior to fixing my initial issue. This is a poor business practice.My guess - is that an old Air scrubber/UV Germicidal lamp was installed that was dated....and expired in 6 months because it was already 2-3 years old. And that's why the manufacturer won't replace it under warranty.I am a 'comfort' club member, which means I my system should be serviced every 6 months. I paid for this at the point of installation. Under good business practices, this would've been rectified years ago.Since it's installation, Heatwave has contacted me twice to service my unit. Granted, covid happened...but note - they still did a service call right at the beginning of the outbreak.I seek the replacement of the air scrubber/UV lamp that I paid $1500 for at the time of installation at no cost to me, including the service call to replace it.I have contacted the firm on several occasions with no action on their part. Hence, my action here.

  Business Response

  Date: 06/15/2023

  This was resolved on 6/4/23

• Initial Complaint

  Date:05/16/2023

  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.

  I had Heatwave cooling and plumbing *********** office installed a unit what they said is a **** Seer split Non -Variable Speed System AC 3T in January 2023. Since the unit was installed from day one it have been problems with the unit. Its not heating the house properly because they claim the electric wire is to small so I have to get and electrician to change the wires because they don't do electric work so that put me into having to spend money. They suppose to be the experts to know what unit work with what wire for the house. But they said they will come back and change what amp to get the heat working right after I get the wire change. Now comes hot days the A/C not working they send some not that experience working four times claiming it's the drains is clot. Finally, the unit is working, and I hope it will for the summer. The next problem is my old unit had two UV lights the agreement was to install back the lights. They did but one of the lights fell out, I call the company send the pictures of what I saw but they are telling me I have to pay for them to send someone out because they didn't originally install.It has been a nightmare with this company they are not to their word. I don't want to deal with this company I will like for them to come take their unit refund the money was paid to them and I will get some other company that is to their word and don't have their working lying to the customers.

  Business Response

  Date: 05/30/2023

  Not really sure where all this is coming from. We installed everything per our contract. The system we took out and the system we installed had the same heating element size. The drain that was clogged was internal to the house and we didnt install it, we also didnt charge to fix it. The uv light in the picture is not ours, not a style we provide nor install. and the customer claimed she had someone else do some add on items to the system we installed causing the transformer to go out. The customer then refused to pay ** to fix it, Even though having someone work on the system under our warranty would void our warranty. So we still sent someone to fix their mistakes and fix that messed up UV light job they did. Not really fair to hire a friend to do a side job on your system and they s**** it up and we get stuck fixing it for free or you threaten us with bad reviews. so we fix it for free and you still leave a bad review which is a blatant lie. 

  Customer Answer

  Date: 12/05/2023

  January 2023 Heatwave installed A/C unit. From day one the heat did not work. In the winter weather I had no heat. Then the unit will not come on for both the heat and a/c. They send multiply technician to check back and forth finally I got the a/c working for the summer. For the heat they told me I have to hire and electrician to change some wire out for more heat and then they will come and change the heating kit. The electrician came check the wire and said it don't need to be change. I call them last week because the weather got cold, so I called because still no heat. They send the technician yesterday 12/04/23, they said that the wire is fine, and the heating kit engaged but not heating, problem with squencer not working. And all they have to do is change the heating kit which is still under warranty, and I am a club member. I called today and they still want wire change when the electrician and their techs said that is not the problem. They installed A/C for my friends who is living in my area and no wires had to be change and the houses are build the same time, and her heating working. They refuse to come and fix the problem, they already got paid and I have to pay back the money for that unit. And when it gets cold, I have no heat the unit have being a problem from the day it was installed. I need help with this situation it is not fear. Winter is here and I need heat.

  Business Response

  Date: 12/05/2023

  This is not true, she has heat, we went thrrough this last year with her. The heat kit is as big as we can install due to her electrical circuit. we advised her to have an electrical contractor come  out and run a new larger feed so we can install and larger heat kit giving her more heat. She hired someone to come out and they put a larger breaker in and didnt change the wiring to match. Now she has a fire hazard. If we were to install a larger heat kit for her now it would burn up the wiring due to being to  small to handle it. She needs to hire a legitimate electrical contractor and not a handyman who doesnt know what he is doing. We can not install the wiring for her since we are not an electrical contractor. We have explained this to her multiple times. 

  Customer Answer

  Date: 12/07/2023

  This verbal response was taken by BBB.

  I had an electrician and a technician from this business out to my home and they diagnosed the issue is not the wiring, it is a defective heat kit.  My warranty is almost expired and this business keeps delaying me in getting

  a resolution so they don't have to cover the repair.

  Business Response

  Date: 12/07/2023

  The heater works, its just not enough for her liking, the only way for her to get more heat is to install a bigger heater, which requires more electrical power than she currently has. she needs an electrican to run a bigger feed so we can install a bigger heater. we have explained this many times. its out of our control, its at the limit her electrical system will accept

• Initial Complaint

  Date:02/14/2023

  Type:Product 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.

  I bought a new unit from Heat Wave 8 months ago. The unit and duct work cost more than $15K. The unit continues to turn off every other day.I've called Heat Wave so many times, I finally just stop calling. (The Winter months were not so bad) Now it's getting hot every day and I've started calling them again for the same issue. No one can figure out what the cause of the problem is. I called the manufacturer of the unit to see if they could help. They said anytime someone comes out and can't figure out the issues, they are supposed to call us, the manufacturer, and speak with the tech for assistance. That has never happened. They also told us when the tech gets there call the manufacturer and they can walk them through a report that lets them know how many times the unit shut off because of a system failure.The tech was here two days ago, I asked him if he called them, and he his supervisor was on the phone with them now. I asked if he spoke with the manufacturer for a system failure report. He said he would go call. He went to his truck, came back, and said there is an hour wait time. He said he has another call in the area and would be back afterward. It's been 4 days and I haven't heard from them. At this point, I try to communicate only via email. I emailed the company the very next day after the technician didn't return. No response.

  Business Response

  Date: 03/27/2023

  This issue has been handled, there was a manufacturer defect with the drain pan causing water to fill up the float switch, this part has been warrantied out and replaced free of charge to the customer, we have spoken to the customer via phone to confirm there has been no more issues since it was done. Customer confirmed with service manager it hasnt had any but is waiting to see if theres any more issues before removing the bad ****** reviews she left us and this BBB complaint. 

  Customer Answer

  Date: 03/28/2023

   
  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,
  
  *************************