Complaints

This profile includes complaints for Right Now Heating, Cooling & Plumbing, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Right Now Heating, Cooling & Plumbing, LLC

  212 Evans St Caldwell, ID 83605-3925

• 

  Right Now Heating, Cooling & Plumbing, LLC

  5100 W Emerald St Boise, ID 83706

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:02/16/2025

  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.

  In December we had a damper go out. We had knowledge the previous owners used Right Now HVAC, so we had them come out. They quoted ***** dollars. but said because our system was old we could get a new ****** Air conditioning *********** coil to save energy cost. They would install the damper at no charge and We would significantly lower our energy usage. Right now also informed us heat pumps were not recommended for this area & not necessary. They gave us a quote of 1.07% financing And suggested this work should be done before new **** regulations Jan. 1st 2025. We made the choice to go with the new So called energy efficient unit. Right now has been to our house numerous times since our install date on 12/8/24. Our New heat coil doesn't heat our house adequately. The temperatures are extremely uneven throughout our home. The system is loud. After the unit was installed I found the original Right Now heating and air work order from 12/3/2018 the previous owners left behind.Come to find out our old unit only 6 years old was superior more energy efficient & Newer than right now heating and air disclosed. Once we received our first financing statement we realized our financing was actually 9.95% not 1.07% & our electric bills reflect a higher monthly charge and 6% increase in usage since the new equipment was insulted. They deceived us into buying new equipment unnecessarily with deceptive misleading business practices.

  Business Response

  Date: 02/17/2025

  Good afternoon,
  
  We had the pleasure of installing an air conditioner, coil, and one zone damper motor for the Sanchezs on 12/10/2024.
  
  The issues the client mention in their complaint are in no way attributed to their air conditioner or coil; its winter, and they are not currently in use.  The client is currently utilizing their existing gas furnace only.  The air conditioner and coil have absolutely nothing to do with the balance of temperature from room to room; that is solely attributed to their existing furnace and existing zone system.
  
  Ms.******* refers to her coil as being a heat coil; that is an absolute misnomer as the coil, which is technically called an evaporator coil, is in no way utilized in heating mode.  The coil is for cooling only, when an air conditioner is in use the outdoor unit turns on, cools the coil which is located above the furnace via a refrigerant line, the existing furnace blower then distributes the cool air, which in turn cools the home. 
  
  Contrary to Ms. ******** assertion, there is no such thing as a heat coil.  The existing furnace is what heats the home, its what pushes the air in the home, and the existing zone system is what directs the air.  The air conditioner and evaporator coil have absolutely nothing to do with the Sanchezs heating, or their heating utility bills.  This has been repeatedly explained, but Ms. ******** but she continues to create false narratives and fling accusations that are clearly being made by someone without even a basic knowledge of how an HVAC system operates, regardless of our efforts to provide a much-needed education.    
  
  Ive included a copy of the Sanchezs signed proposal, which clearly states the seer rating of the air conditioner they were purchasing as well as the 9.95%financing they qualified for.  As you can see, the minimum estimated monthly payment is 1.07% of total amount financed.  The client has been adamant in their assertion they were promised a 1.07% interest rate and have gone as far as posting negative reviews about the matter, when their proposal clear states they were given a special rate of 9.95% APR.
  
  Though the temperature balancing at the clients home is not something were obligated to address, we have visited their home attempting to help, but have repeatedly been met with hostility, threats, and assertions that are unequivocally false/impossible.  Regardless, we have offered multiple times to return to the site, but thus far the client has rejected those offers.
  
  The clients have not only posted multiple negative reviews, but they have also accosted our employees in public while we were working at another clients home, posted their false narrative in multiple ******** groups, threated us with lawyers, slandered our company to children shes tasked to teach (which included a child of an employee), and claims to have filed complaints with multiple government entities. It has been nothing short of harassment.
  
  
  While we will of course honor the Sanchezs warranty on their air conditioner and evaporator coil, at this point due to the continued harassment by the Sanchezs, we must rescind all offers to provide any services for their existing furnace and existing zone system and advise them to contact another service provider if they have any further concerns.  We will not, under any circumstances offer the Sanchezs any refunds or discounts, as they are completely unwarranted. 
  
  We welcome the BBB, and any new or existing clients, to please contact us directly if they have any further questions about this matter. 

  Customer Answer

  Date: 02/27/2025

  We live in ***** it's cold.  When we started having problems with our heating system.  We were told they would be replacing a heating coil attached to the furnace. They spent a specific amount of time in in the
  Attic where the furnace is located.  
  
  I guess they.
  Didn't do anything they said regarding our heating system issues.  
  
  Thank you for your time,
  ******* Sanchez 

• Initial Complaint

  Date:12/11/2024

  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 August 15, 2024, we noticed that our AC unit was leaking water so badly that it was pooling under the carpet in the next room. We called Right Now Heating and Air and they sent their technician named ***** to our house to fix it. He was fortunately able to fix it. While he was here he told me that the furnace wasn't working either. So he "blew it out." He told me that that fixed the problem and that the heater turned on. He charged us $281 for this visit. Now we fast forward to the end of October 2024. I turned on the heat for the first time and it did absolutely nothing. I called Right Now Heating and Air and they sent ***** out again. He ended up putting in a condensation pump and a new universal switch and charged us just over $1,324.00. The furnace was working so he left. Well the heat completely stopped working a week later. I called a different company to come look at it and they showed me where ***** hadn't even fully connected the universal switch, that he had installed the wrong kind of switch, crossed two other wires, and that the furnace wasn't kicking into high fire, it was staying at low fire. We've contacted Right Now Heating and Air and they claim to have called us back twice and that didn't actually happen. They refuse to take this matter to "upper management" or find any kind of resolution with us, stating that they need an itemized invoice from the new company to show what was actually wrong with the furnace. I would hope that a company would guarantee their services and technicians for more than a week, especially when it's a furnace in colder temperatures. I also do not like the way ***** requested that we leave a review while he was still here and now we have no way of editing that review to show the truth about their service and how incredibly unhelpful their customer ********************** really is.

  Business Response

  Date: 12/12/2024

  *** ****** Were sorry to see that youre upset.  We do apologize, but youre requesting a refund for work that has already been performed even though it got your system up and running.  Had you contacted our office when your system stopped performing, we would have happily returned to the site for no charge and found for ourselves that the vacuum safety device had become disconnected.  We stand behind our work, *** ******* but unfortunately you didnt give us the opportunity to do so; you chose to contact another company. 
  In addition to the vacuum safety device, your system required a new condensate pump, which we replaced, and since its not mentioned in your complaint, we assume its operating as it should.
  We record our calls, *** ******* to ensure were providing quality service; you were contacted by management on 10/29/24 at 3:06pm,11/06/24 at 1:39pm, and then you spoke with management on 11/11/24 at 2:31pm.  Please see the attached documentation which shows both incoming and outbound calls.
  Unfortunately, the facts of the situation do not warrant a refund for the work we performed; this was communicated to you on 11/11/24.  We did say however, that we would be happy to review any information youd like to provide from the other company who visited your home to see if theres any additional information that would imply that a refund was warranted. Thus far youve declined providing that information.
  We thank you for reaching out and look forward to supporting the warranties on the repairs we provided. If you should decide to provide additional documentation, please feel free to email that to ********************************************

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22631159
  
  I am rejecting this response because:
  

  I have included the screenshots from our cell phone service providers website showing that the calls that were mentioned in the reply did not reach our phones, despite us giving our correct numbers to the company on several occasions.

  I've also included the invoice from the new company with a description of what they found on their first visit. 

  The work that was performed only lasted for a week. At that point I didn't trust *****, or Right Now Heating and Air to come back out because every time someone from the company was here they were pushy about replacing the entire furnace  and AC. They also stated that no one in the company would be able to work on or fix our furnace by the end of the year due to new models coming out. We needed someone that could continue to work with our furnace repairs. 

  Yes the condensation pump is working so no refund is needed for that, but a refund for the improperly placed switch is definitely needed! 

  I've also included the notes my husband has taken about when he has spoken to Right Now Heating and Air and who he talked to. I've never personally spoken to management or been contacted by management to reach a resolution. 

  I also included 2 different pictures that the new company took to document their findings. 

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

  Business Response

  Date: 12/18/2024

  Ms. ******,

  We do apologize, but again, you chose to contact another company instead of calling us back to your home; if there was an issue with the repairs we provided, we would have happily taken care of it for absolutely no charge, instead, you chose to not let us personally assess our work and moved forward with another company.  We do apologize, but no refunds will be issued.

  We thank you for your time.

  Customer Answer

  Date: 12/22/2024

   
  Complaint: 22631159
  
  I am rejecting this response because:
  

  As I stated before, I was not going to call you back, yet again, to fix something that wasn't done correctly. With the furnace not working only a week after it being worked on, it was clear that I couldn't trust this company to complete the job competently. I have small children at home and it is imperative that our furnace is working properly. I will not keep having the heat turn off and wait a day or two to have this company take a look. 

  Had the correct switch been placed properly the first time, there would not have been a need for an additional visit, from this company or any other company. 

  The previous message indicates that you would have taken care of it free of charge. While I wouldn't have been charged a diagnostic fee, and possibly not been charged for the work on the faulty switch, that doesn't account for any additional parts that would have been requested by the technician.

  The last time ***** was here he showed me the list of all the possible parts and stated that he could need to replace any of them (each one being over $600). He said he would start with the switch and condensation pump to see if they worked, but he wasn't sure they would do the trick. Why would I call him back to replace even more parts when the switch wasn't placed correctly? And if it wasn't placed correctly the first time, what would have been different the subsequent times?

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

• Initial Complaint

  Date:11/19/2024

  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.

  October 22, 2024 sewer pipe under house broke, flooding cellar.Called Right Now Heating Cooling and Plumbing that day. They sent a plumber out to inspect and give me a quote for the job. ***** for entire house sewer repipe. I agreed to the estimate on October 23, 2024. Signed finance documents included with this letter for the entire house on The same day. October 24th, 2 man crew showed up started work on the south side of the house repipe. When the plumber tried to hook to exsisting outside sewer line, it was found to be permanently clogged and needed to be replaced. On Nov 1st they tried unclogging exterior pipe. On November 4th Plumbing company did not send anyone out to work on the sewer. November 6th, 2024 a completely new crew showed up to fix exterior sewer line. When I asked them about finishing the south side of the inside house sewer, I was told the company refused to do anymore work on it. Despite the fact I paid for the entire house to be fixed. Talked to the new plumbing crew about the unfinished job every day they have been out at my house fixing the outside sewer line. They took multiple pictures of the unfinished part of the house and said it definitely needs done, but did not send me copies. I talked to the financial manager about the issue, her husband **** is the manager of the plumbing crew. He has failed to call me, and when I call the company to talk to him or the owner, i get no answer. Called again November 14th, 2024.I called the finance company about the issue November 11th. Finance company has already paid the plumbing company despite the work not being finished, when they called the Plumbing company manager Nov 13th, 2024, The plumbing company said they don't know anything about it. I want what i paid for finished or the money refunded, at least half.

  Business Response

  Date: 11/20/2024

  Mr. York - Our Plumbing Manager, **** ****, has spoken to you since filing your complaint, and it sounds like your issues have been addressed and that the work at your home will be completed today.

  Please feel free to reach out to our office at ************ if there's anything further we can do to help.

  Thank you for your feedback and time.

  Customer Answer

  Date: 11/21/2024

   
  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,
  
  **** York

• Initial Complaint

  Date:11/16/2024

  Type:Customer Service 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 ordered an HV** system plus a tankless water heater. On the installation day I found out neither the ** or tankless water heater units were the ones I contracted for. The corrected the ** unit error only. When I asked them to give me the right water heater, their sales person, *** *******, though initially agreed after a phone call (I assume to his supervisor) let me know "we will not do anything about this even though I agree its the wrong model" and threatened to uninstall the units and leave! When I called and asked to talk to the owner, **** ***, A female returned my call. She took down the information and about 1 hour letter called to and scheduled me for Nov. 26th for the correct unit installation. 10 min or less later a received another call letting me know they will not do anything unless I yield to an extra demand.

  Business Response

  Date: 11/19/2024

  Mr. **************** Were sorry to see that youre upset.  On 11/14/2024 we had the pleasure of installing a new furnace, air conditioner, coil, and tankless water heater in your home.  You had received multiple quotes to perform the work but chose us when we price matched another quote youd received.  We matched the quote exactly,except the seer rating of the air conditioner; we upgraded you from a 13 seer to a 14 seer for no additional cost.
  When our install crew arrived at your home you inquired about an optional recirculating pump; you then spoke to our Comfort Advisor who let you know that wed happy install a tankless with a recirculating pump, but there would be an additional cost.  You declined the additional cost and told us to commence with the installation as-is.  Now, after the work is complete and our contract has been fulfilled, youve contacted our office demanding a recirculating pump, posted negative reviews, and now a BBB complaint. 
  You were, and are still, fully aware of the fact that you did not purchase a recirculating pump. If you would like to purchase one, we will happily install it, but you will not be provided the pump for no charge. 
  We thank you for your business and your time. 

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22565901
  
  I am rejecting this response. Please see attached file names bbb_rebuttal_20241119.pdf
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 11/25/2024

  Mr.**********,

  We do apologize, but you chose to purchase a tankless water heater without the optional recirculating pump.  Your contract has been fulfilled; if you would like to purchase a recirculating pump, we'd be happy to install it, but we will not be providing one for no charge.  

  We thank you for your business and look forward to supporting your warranties.

   

   

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22565901
  
  I am rejecting this response because:

  As mentioned in my precious correspondence, unfortunately the vendor chooses to propagate the same false statement(s). The water heater installed is missing a key feature. So it is different from the collateral, as well verbal description, the vendor's sales person/comfort advisor shared with me during our meeting.
  
  ***** **********

  Customer Answer

  Date: 12/04/2024

  I read your request on providing documentation/proof of the deliverables. Given the *** so far I do not feel your organization can or will enforce a resolution so I was able to resolve it a different way. Please consider this case closed. Thanks for your time.

• Initial Complaint

  Date:10/29/2024

  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.

  We were charged twice for a water heater I have the receipts to prove it I've sent it to right now heating and air and they're denying it I need my overpayment reimbursed because we did pay them twice

  Business Response

  Date: 10/30/2024

  Ms. *******

  Weve performed two jobs at your home, one for $18,280.00,and another for $10,500.00; invoices for both jobs are attached.
  
  The $18,280.00 job, invoice # ******* was for upgrading your bathrooms, and included a new water heater, the water heater was priced at $2,280.00.
  
  The $10,500.00 job, invoice # ******* was for installing an all-new **** system, which included a heat pump, air handler, and a new coil.
  
  You opted to finance a portion of the work we performed via Ally Lending; invoice # ****** ($10,500.00) was paid via financing on 11/15/2023, as well as $2280.00 of invoice # ******* which covered the cost of the water heater, leaving you with an unpaid balance of $16,000.00. Instead of paying the balance as agreed upon, you refused, forcing us to begin legal action.  The unpaid balance of $16,000 was finally paid via check on 9/24/2024.
  
  Since then, youve contacted our office multiple times insisting that you were charged for the water heater twice; that is simply not the case.  The water heater was paid for via financing along with the **** equipment on 11/15/2023; the remaining $16,000 balance for the bathroom upgrades was finally paid via check on 9/24/2024. 

  These facts have been explained multiple times, Ms. ******* but that hasn't stopped you from incessantly contacting our office and threatening our staff and our business. Were frankly at loss at how we can be any clearer in communicating the facts of this situation, so at this point, we must simply wish you the best.

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22489035
  
  I am rejecting this response because:

  I reject their explanation. 

  We paid ****** for remodel and 2280 for water heater. After your sued us.  

  Before that we Financed the hvac. For ***** and the water heater with Aly for 2280 which totaled to. *****. Which we paid to Aly. We were charged twice and paid twice.  Invoices attached. 

  Also I have had to deal with this woman and requested to speak to the owner several times and was denied.  I called and requested a call back several times to discuss in person and never received any calls back.  Ever.  

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

• Initial Complaint

  Date:09/28/2024

  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.

  8/09/24 Their plumber told me part of my sewer line under my house cracked and was leaking and needed replaced. He also said my home insurance would pay for part of it. I had never dealt with anything like this before so I no idea how it worked. He said it is cast iron and in the dirt. The remaining pipe that is not cracked will go bad soon as well so I might as well replace that at the same time so I don't go through this again down the road. And since the insurance will pay for part, it sounded smart to me so he had me finance $10,900. Then he called Master Restoration to pump out the sewage. He was so helpful and reassuring. He even gave me his personal phone number for any questions I might have later. The main job was to start 8/12 but due to more sewage over the weekend, they had to wait for ** to pump sewage again. At 1pm that day they started tearing up our wall behind the clothes washer. My husband stopped them asking what they were doing? They said it was in the bid, that we needed a new laundry box and the walls behind both toilets and vanities needed to come out due to old pipes, they repiped a lot of the house. We were never given a job description of anything. I was still believing everything the plumber had told me about insurance so we let them continue. I spoke with ** the 3rd day and ***** from there told me insurance only covers damage not the old sewage pipe. I had been having text conversations with the plumber all 3 days getting reassurance over all my worries. When I called him he was "oh, I thought they did". I called Right Now over and over and tried to speak with someone but no one ever would called back. We spoke with the finance company and withheld the funds with a dispute against the job and I finally got a call from *******. She listened to my story but just gave me empathy statements but didn't care. She informed me that the plumber ****** no longer works there. I feel conned into making decisions I would not have made. I need help.

  Business Response

  Date: 10/01/2024

  Ms. ************* sorry to see that youre upset.  On 8/9/2024 we visited your home and found that you had a sewer leak.  At that time,you were provided with two highly detailed quotes that thoroughly explained the work that would be performed in your home. One to replace a section of your sewer line for $4899.00, and another quote for $10,829.00 to replace a large amount of your cast iron pipes, including pipes in your walls.  You accepted the quote for $10,829.00 and signed the detailed estimate.  That detailed estimate is attached for your review.
  We do apologize, Ms. ***** but it is a homeowners responsibility to verify coverage with their homeowners insurance; we cannot be liable for what your insurance does and does not cover. The work at your home began on Monday 8/12/2024, and continued for several days, giving you ample opportunity and time to verify your coverage.  While we certainly sympathize with the issues youre currently encountering with your insurance, it is simply not a matter that we are involved in or can assist with.
  With regards to your financing, you did file a dispute, but that dispute was based on a small dent made on your refrigerator and a blemish on your wall that we took responsibility for and compensated you for an agreed amount of $400.00.  Your financing company has been provided with that information and no funds have been withheld based on your dispute. 
  Based on having provided an estimate that contained a detailed job description, and that verifying insurance and what they will and will not cover is an homeowners responsibility, we must respectfully decline your request for a billing adjustment; we apologize for any disappointment this decision may cause. 
  Thank you very much for your time, and please feel free to reach out if theres anything further we can do to assist.

• Initial Complaint

  Date:08/19/2024

  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.

  The sales representative, ******, came out to the house. We decided to install a new A/C unit and coil per his recommendation. I wanted a 15 **** unit for efficiency. The personal agreement says we will get a 15 **** unit installed. Another photo of the A/C unit reflects the **** rating below our agreement. Invoice ****** reflects a 15.2 unit installed. This is incorrect and falsified records. The **** 15 unit costs more than a **** 14 unit installed and has a better warranty. I would like a partial refund. We have also had many issues with the installation and had two inspections on 7/22/24 and 7/29/24, both failed. The unit was installed on 7/18/24, they started around 9 AM and did not get completed until around 11:30 PM. After installation, the unit could not cool the house sufficiently. They had to come back out 7/23/24 due to a frozen coil to repair and was wired wrong! I still cannot keep my house cooled off more than 77 degrees in the house until it cools off after 1030PM and then able to get it to 75 degrees. They "tested" the air coming from registers and said it is 20 degrees cooler than ambient temperature and is sufficient. My older A/C unit never had a problem keeping temperatures below 75 degrees for about 20 years. Why is this A/C standard acceptable. I enter many many commercial and residential properties that can keep temperatures 72 degrees or lower. I find this reason insufficient and does not comply with industry standards. I have attempted to resolve this with ******, I have left messages on his work cell 7/22/24, 7/23/24. When Owyhee called to reschedule technicians, I asked them to leave a message for ******. Every Tech that came out, I asked them to have ****** call me. He has refused to contact me. I would have never done business with this company had I known it was sold to a large conglomerate company called APEX or had any association with Right Now Heating and air. The ****** reviews are doctored and only high ratings are reported.

  Business Response

  Date: 08/20/2024

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

  We're sorry to see that you're upset.  We do see that you called into our office on 8/1/2024 regarding the seer rating; we sincerely apologize that you did not receive a call back immediately.  ****** will be reaching out today to get your concerns addressed.  We thank you for reaching out, and again, we apologize that your call was not returned in a timely manner.

  Thank you for your time.

• Initial Complaint

  Date:08/09/2024

  Type:Delivery 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.

  Date of transaction, March 10, 2023. I agreed to pay $4959. They committed to provide me a 9.99% APR and the nature of the dispute is They sold my account to synchrony bank and now synchrony bank is charging me *****% APR. I called Right Now Heating And Air Conditioning and they didnt try to resolve the problem, they just said call synchrony.

  Business Response

  Date: 08/12/2024

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

  We're sorry, but it appears that there may be some confusion; we did not sell your loan, as we would have no power to do so.  Ally Lending was purchased by Synchrony, but your loan terms haven't changed, they're still at 9.9%.  And yes, ********************, when someone has questions about their loan, we do recommend that they contact their lender, as we has very little to do with your loan once its been accepted, as at that point, all business is strictly between yourself and the lender.

  We do hope that knowing that we did not and could not sell your loan, and that you're indeed still on a 9.9% interest rate has eased your concerns.

  Our administrative manager called you this morning and left a voicemail with these details as well.  

  Thank you for your time.

  Customer Answer

  Date: 08/13/2024

   
  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:08/08/2024

  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.

  We have been fighting with this company for over a year. The unit has not worked properly since they installed it. They have now left me with no AC for 2 days. They are claiming they do not have the part. I have tried for a year to get in contact with the managers or owner and had no luck. They always give me the run around.

  Business Response

  Date: 08/09/2024

  ****************, 

  We're sorry to see that you're upset.  Your air conditioner unfortunately had developed a leak, the leak has been addressed for absolutely no charge and your air conditioner is back up and running.  You have spoke to a supervisor several times, and a manager is scheduled to visit your home on 8/12/2024 just to ensure that your equipment is operating to manufacturers specifications.

  We certainly do apologize for any inconvenience this necessary repair has caused, but like all things mechanical, your air conditioner can occasional require attention.  Fortunately, you chose to purchase your equipment from a company who 100% stands behind their work and your warranties. Due to the issue being addressed, no refunds will be offered, we do apologize for any disappointment this may cause.

  We thank you very much for your patronage, and look forward to supporting your warranties for years to come.

• Initial Complaint

  Date:07/23/2024

  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.

  Started 06/05/2024.Called them to clear a line. They had problems clearing the plumbing. Charged 600.oo to clear and come out next day to scope. Then quoted us 65K to replace plumbing thru house to street. Also would finish job in 2 weeks. Job has taken almost 7 weeks. Of no **** service and several other issues. I am disabled. A senior citizen. My son and I bought the house planning on fixing it up but not this soon. The plumbing company caused a flood of 1.5 feet thru basement. We do not have homeowners insurance that covers this. The plumbing company said they would have restoration crew come. And also owner said over phone would pay for damaged wallboard. Plus pay for deductible. Which we don't have since there is no homeowners insurance.

  Business Response

  Date: 07/24/2024

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

  While were very sorry for the situation youre dealing with at your home, we absolutely did not cause the flood.  We were contracted to perform a whole house water and sewer re-pipe, and to replace your sewer main, which included excavating to the street.  This work requires extensive permitting, all of which were obtained.

  While performing the work, a large, unexpected storm came through.  Your street lacks city drainage, and the rainwater flowed down the road, into the open sewer main ditch we had excavated, and flowed directly into your basement.  The work we were performing was done exactly to industry standards, and nothing we could have done would have avoided this unfortunate act of nature. 

  While we hold absolutely no liability in this matter, we felt terrible for your situation and quickly invested thousands of our own dollars into mitigating the damage.  We removed the water and debris over multiple days and had a restoration company professionally dry your basement.  We were under no obligation to invest our time or our money to provide this assistance; we simply wanted to help.  We understand this is a difficult time, but its quite disappointing to have provided so much assistance only to receive a BBB complaint in return.

  We have completed the work we were contracted to do, and have invested thousands as a gesture of good faith to assist you through a difficult time.  We feel we have truly gone above and beyond in our attempts to assist, and at this point we must simply wish you the best.  

  Customer Answer

  Date: 08/01/2024

  The company should have made better preparations and saw the weather reports. 
  The city is not at fault. 
  The company could have put sandbags or at least a barrier and had the water flow rerouted from the gutter. After all their job is plumbing. 
  And yes.
  They did have the restoration crew bring in fans.
  Which upped our electric bill by 3 times.
  The owner had his secretary call and say he would pay our copay for insurance.  Up to 2k.
  But we do not have insurance that covers this. 
  So the owner could at least refund us the 600.oo we initially paid since they left our yard a mess, our street a mess that I had to go out and clean.  Thankfully the city saw me out there and they came to help and got the flow of water in the gutter going again. Plus uncovered the water meter for me.  Since the city could not read the meter with it being covered. 

  Business Response

  Date: 08/01/2024

  ****************** We do apologize, but we have already gone far above and beyond in assisting you with this situation.  We had no obligation to pay for a restoration company to dry your home to ensure mold and mildew didnt grow, causing tens of thousands of dollars in additional damages. We had no obligation to send our employees over to your home to remove debris from your basement.  We had no obligation to do those things; we did them because we care.  Again, its very disappointing to invest that much time and money into someone only for them to demand more.  We never promised you money, ******************, and we will not be providing any further financial or physical assistance with this matter.  We wish you the absolute best.