Complaints

This profile includes complaints for Bill's Heating & A/C's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bill's Heating & A/C

  1007 N Boulder Ct Post Falls, ID 83854

• 

  Bill's Heating Air Appliance Repair, LLC

  9873 N Government Way Hayden, ID 83835-9692

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:02/04/2025

  Type:Order Issues
  Status:

  UnresolvedMore 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 September 19, 2023 we purchased a 3-Zone "Hyper **************** Ductless Heat Pump with 3 indoor split set heating/cooling units for our office building which is less than ***** square feet. They talked us into buying these rather than the rooftop heating/cooling unit I asked them to replace. I agreed because they told me these units do the same thing as the rooftop unit only more efficiently. They recommended we go with 2 indoor units but I went with 3 because I wanted to make sure we had plenty of heat. We have sensitive equipment we use for our business that cannot withstand very cool temperatures. The units work fine when the temperature is ***** degrees outside. When the temperatures are high, the units don't cool to a room temperature of 72 and when it's cold they don't heat to a temperature of 72. We have had their service people out numerous times and they claim the equipment is fully functional and working as designed. Their techs are the only people who have made adjustments to the settings on the units. They told us if we spent another $1,200 on wall thermostats, which we did on 6/4/24, it would solve our problems. It did not. It is currently 20 degrees outside and our indoor temperature is 60 degrees. Our employees are wearing gloves and winter coats indoors. I just got off the phone with one of their managers who said 60 degrees of heat is great for these units and we shouldn't expect any more. Had they communicated how these things work at time of purchase, we would never have bought these. Their solution is to either pay them another $13k to install a rooftop unit that would actually heat and cool our office or to use space heaters in the winter time and portable a/c units in the summer time. If we wanted to use portable heating and cooling options, we wouldn't have spent $13k on a heating and cooling system. They mislead people into buying equipment that is not designed to do what it is intended for - provide heat and cooling.

  Business Response

  Date: 02/04/2025

  Weve had our technicians, including our service manager, inspect your system multiple times, and each visit has confirmed that everything is operating as designed. We have not observed the temperature discrepancy the customer claims, and in fact, have only observed steady heat output over 100 degrees and comfortable temperatures. We provided the customer with multiple options and they chose to go with a less expensive option. That being said, the equipment they have installed is still performing exactly as it should as verified by multiple technicians. I would offer to send technicians out to verify the problem but we have already done that. At this point, there is nothing further we can do for this customer. We have installed this same equipment in the same kind of conditions for hundreds of customers and earned hundreds of 5 star reviews from them. We believe the fault lies with the customers perceptions and expectations, rather than any real fault with the equipment or installation.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22897841
  
  I am rejecting this response because this is not a reputable company who accurately communicated the functionality of the product they sold us and misrepresented the facts in their response.  The quotes they provided me for a rooftop unit were basically the same price as the units they recommended we installed.   They recommended with install 2 indoor units and I actually instructed them to install 3 because I was concerned that we would have the issues we are experiencing even though they assured me that we wouldn't.    Their salesperson flat out told me that if they installed a new rooftop unit that our roof would leak and they would not be responsible for the damage caused by it.  He also told me that these units would work the same as a rooftop unit only more efficiently.  They definitely DID NOT want to sell us a rooftop unit. Every technician we have had out here has told us something different as to how these units are supposed to work.  One of them even told us that he wished their salespeople would quit selling these things because they are misrepresenting how these units work so people are unhappy with them, especially if they were sold as a primary heat source, which they are not intended to be.  We started having issues with these units the same month they were installed and have had to place multiple service calls where the techs WERE able to see the issues we have with them.  When it's cold outside, it's cold in our office.  When it's hot outside, it's hot in our office. This isn't rocket science.  It's pretty easy to tell what the temperate is in our office. Once of the techs felt so bad that it was so cold in our office, he left a space heater for us and didn't charge us for it.  Then the next tech who came in told us that we should NOT be using space heaters because they mess with the system.  Getting lied to is unacceptable. Having to adjust our expectations to not expect our office to have heat in the winter after we paid over $14k for a heating system is also unacceptable.   We will have issues with our water pipes in our bathroom freezing because they sold us equipment that isn't designed to heat when it's cold outside.  That is unacceptable.  They should not be able to sell these units as primary heating sources because they are not designed to be a primary heating source.  Subsequent research on the manufacturer's website has shown that supplemental heat sources are required when these things are installed in cold climates. Had we know this, we would have NEVER purchased these units.   I get  that this equipment is fully functional.  The problem is that they are selling equipment that is not designed to do what consumers need it to do, which is heat in the winter time and cool in the summer time.  I am aware of other Bill's Heating customers who are having the same issues with these units that we are, and have gotten the same response from Bill's that we have.  This is also unacceptable.  Someone needs to look into this and make these people stand behind the products that they sell.   No one should EVER do business with this company.  
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:02/04/2025

  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.

  2018 I upgraded electric furnace to gas because of the great rebates. I have no idea how much Avista paid directly to Bill's Heating. Fall 2024 when a company come do regular maintenance and found a crack in the heat exchanger. Any crack in the exchanger is dangerous. Bill's told me "we're going to have to charge you a service call to come look at it". This was a bad install but I tried to get Trane to warranty the exchanger and got a runaround. I got 4 bids and had a new furnace installed. All four bids reported the crack. At removal, the technician noticed a part was installed such that it was restricting the air flow around the exchanger. I noticed after Bill's install that it seemed to turn on and off a lot and I never was quite warm. When I asked in a phone call I was told that they just work that way. Bill's told me the same thing when I had them out for annual maintenance. With the air flow restricted the heat exchanger was working overtime to heat my home and could not keep up. I was always chilly and had to listen to the furnace turn on and off. I have the old furnace as evidence. Pictures of the crack are difficult to get given it's position but I will work on that. It can be seen if I take some parts off but am not willing to do so yet. Four companies verified it has a crack. Bill's heating did not properly install the furnace from the start and should be responsible for the damage. I gave Bill's a chance on the phone today before I filed this. ***** said if it was not "serviced " every year by them there is no warranty. Wow. A bad install that cannot be seen when servicing is okay? Any maintenance would not have prevented this from happening. If Bill's Heating is willing to negotiate some kind of solution than this can be resolved.

  Business Response

  Date: 02/04/2025

  Cracks in heat exchangers can happen for a variety of reasons not related to improper installation. In the event of a crack in a heat exchanger, the manufacturer will typically cover the part and labor to replace the heat exchanger. This, however, is dependent upon annual maintenance. This is the manufacturers requirement, not ours. The customer failed to maintain their equipment and so their warranty is void, much in the same way that neglecting to change a new cars oil will void the warranty. It is likely that the lack of maintenance would be the primary contributor to the cracked heat exchanger since technicians would adjust gas pressure and check airflow during their maintenance visits, as these can change over time, and these changes would have likely helped to prevent the crack from developing.

  The customer describes short cycling operation. We have no record of this. Even if this was occurring, however, it would not be a contributing cause of a crack in a heat exchanger under any circumstance.

  It is unfortunate that we cannot help the customer at this point, just as it is unfortunate that an auto dealer cannot provide a free vehicle to the person who doesn't change the oil in their new car resulting in engine failure. The manufacturer makes the requirements, and the customer has failed to meet them. There is, regretfully, nothing more we can do for this customer.

  Customer Answer

  Date: 02/24/2025

  Thank you for taking time to respond. No amount of maintenance would have made a difference in the case of a bad install leaving the air flow restricted. It would require taking the entire unit out to see this. It is unfortunate you do not have records of my concern of short cycling or the service call you made. That doesn't make it any less true. Maybe this is why I did not want you back after poopooing my concern? "Short cycling" was the result of the air flow impeded below the burner. It will fatigue the metal in the burner hastening the end of it's life. Please accept your part in this so I can get rid of the old unit as proof and move on. Make an equitable offer.

• Initial Complaint

  Date:01/27/2025

  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.

  When I purchased the furnace it was supposed to be a York furnace and heat pump, they installed an Aspen system on the furnace, on the paperwork it shows that the model is a york but on the sticker on the furnace and the model # is an aspen, and heat pump states model # is a York, sticker states Alpine.they installed it in the hole, they never put a level on it, and it sticks out visible from the kitchen. the filters was not fillingg the hole correctly. They sent a tech out to fix it he adjusted the furnace to plumb and level during this he bent the casing so that the cover does not fit correctly, he was the one that said we should go with the bigger air cleaner. Then they called and made an appointment for Friday December 20th then they called back and made an appointment for 7-8am on December 27th., to bring the filters and adjust the damage on the furnace. On the 27th I received a phone call after 9am saying that they did not have the filters. New filters were brought out on January 3, so they put the filters in and tried to bend everything back into shape. and fixed the hole around they door and air filter with tape. ** was complaining about how it was the technician said that it would not affect the performance in any way and I was told by him that they would not put a new unit in and would have to live with it . i complained to the finance company that the furnacfe was not what I was promised and the damage on the furnace, the finance company stated they would review it

  Business Response

  Date: 01/28/2025

  The equipment installed matches the quote exactly. I have attached the original quote that includes the customers signature. We quoted an Aspen AED air handler with a mobile home approved coil (Alpine / Aspen) and a York Heat Pump. That is exactly what was installed and is even what the complaint has just stated. There could have been no confusion about the products before hand. The signed estimate includes detailed descriptions of each piece of equipment and even links that take you to pages dedicated to everything you would need to know about any of the pieces of equipment.  There is no way we could have been any more informative or transparent.

  Regarding the  customers complaint about the furnace being out of plumb: This was a valid complaint and that is why we immediately sent technicians out to correct the problem. The furnace is now perfectly level and the install is picture perfect. Our service manager has since returned to go over the everything with the customer and bring him additional filters. The customer had a number of complaints about very minor "issues". All of these were corrected (as the customer has also stated in his complaint).  The result is a beautiful install that the customer himself was happy with as the install manager was leaving.

  The result of this customer hiring us is that he got exactly the equipment he paid for installed exactly as it should be and any minor issues have all been addressed quickly and without cost.

  We can do nothing more for this customer and his request for a refund is unfathomable and unreasonable.

  Customer Answer

  Date: 02/07/2025

   
  Please see attached.  

• Initial Complaint

  Date:11/04/2024

  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.

  I do not have a reliable hot water source in my home after they talked me into getting a new tankless hot water heater

• Initial Complaint

  Date:07/19/2024

  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.

  I, Had a service related issue with Bills heating June 7th 2024. they inspected the a/c unit and discovered the coil went bad and was under warranty, but i would have to pay for the labor to install and replace. when i received the invoice i noticed that there was a part on the invoice for a filter dryer for $****** so i called and asked what it was for and they told me it was required to be replaced when they have to open the unit up, but i told them that there wasn't one on the unit when they installed the system in 2017. they said we will look at it when they come the next day to repair. after tech got there he told my wife that there was a small one on it, but there was not, also they said the job takes for 6-8 hours at a price of $1000.00 for labor, i asked the billing **** what if it takes only 4 hours and she replied that you should get a refund i said ok. so i waited days after to be notified of the refund for the labor and the filter i never received a call. so i called to dispute the $ ****** for the filter since they failed to put one on from the original install and for the half the labor since it took less than 3 hours, the service manager told me well we made it right we put a filter on, i said why am i paying $****** for something that was required to be put on at the time of install i shouldn't have to pay for it now, he disagreed and said it has been running fine all this time. and we made it right now, but shouldn't be at my expense. as for the labor charge he said we had 2 guys there, but one guy just stood there running back and forth to get parts from truck and the service manager said we bill per job not hourly. and that's the price for the experience person doing the job.. i should be refunded for the filter job $ ****** and half the labor charges. I have spoke to the service manager 2 times and the final time was Friday 7/19/24 8:57am the total time from inspection and completion took over 6 weeks. in 2022 they didn't fix the original issue.

• Initial Complaint

  Date:03/08/2024

  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.

  This situation on 01/12/24 when I called Bills Heating and A/C (referred to Bills here after) for an emergency repair during an extreme cold night when the furnace went out. It was serviced and I a temporary fix was done by Bills technician with a return visit the following day. I was informed the furnace would need to be replaced and I was given two quotes, one for the furnace and the other for the furnace and heat pump. I accepted the furnace bid and it was installed. Within hours of installation and payment the unit was not working. Bills returned to the home and I was told the heat pump would likely need to be replaced. I began to research Bills and learned that they have a history of deeming furnaces unserviceable to increase sales and that their technicians work on commission in addition to salary. After several visits with no fix I called another HVAC company who stated the furnace is not compatible with my heat pump. I was never given a copy of what I purchased and I am currently seeking to work directly with York to ensure others are protected from companies such as Bills. I called Bills and they insisted on going out to fix the furnace and I declined. I made several calls to Bills speaking with *********************************** and later I was contacted by the general manager and owner. During theses calls I explained what I have learned about the furnace and I was told they would make it right no matter what. I was offered a full refund, a free heat pump and told they would make it right. When the general manager got involved Bills took a different position and stated that they would only send another technician out to fix the problem. Meanwhile I have contacted other HVAC companies and learned that Bills has a history of dishonesty and unethical business practices. My tenant has been directly involved and is additional witness to the events.

  Customer Answer

  Date: 03/08/2024

  Please note that we are currently getting information from the community as customers and past employees. We are gathering testimony for legal action here locally. It is our hope that the truth be revealed on all levels. Thank you for your help protecting the community.

• Initial Complaint

  Date:03/31/2023

  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.

  February 2022 I bought a $4000 furnace from Bills Heating. By 3 months the furnace was leaking & there was house ****************** all over downstairs. The water was going behind the furnace through the wall and out into the carpet in the hall. It soaked through towels instantly and took weeks to dry out. The moisture from the leak was causing the bug infestation. June 2022 Bills fixed the furnace. August 2022 Bills agreed the carpet was not fixable because the leak and the bugs ruined it. And the foundation needed to be dried out. Bills had CRT remove the carpet downstairs and they found mold from leak. Bills agreed to have the bugs sprayed before new carpet was placed. They told me to get my own ********** carpet and 1 vinyl because CRT was backlogged 7+ months. They advised Great Floors. I got 2 estimates, 1 carpet with same quality, ******************* as the one I had and 1 estimate for cheapest vinyl they offered. After Bills received the estimate they told me it was too much. They would only pay half. After they had just ripped out my carpet that they agreed wasnt usable anymore due to their mistake. November 2022, Bills said I need to deal with their insurance company and would not be talking to me anymore. I have tried to reach out to them multiple times via text, emailing & calling. All I asked for was the insurance company so I can speak to them. My 3 boys have had to live in extremely cold weather conditions and mold because Bills will not take responsibility for their mistake. My 4 yr old and I both suffer from asthma and have had complications due to the mold and cold air from the exposed foundation. Not to mention my heating bill has skyrocketed because of the cold air coming in. Bills is exposing innocent kids to unhealthy living conditions and they dont care. All I wanted was my carpet replaced. But now I want to be refunded for the furnace and feel I deserve vinyl placed instead of carpet for the unhealthy and harmful impact they keep causing us.

• Initial Complaint

  Date:01/30/2023

  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.

  Last August our AC quit working during the hottest part of the summer. We called Bills Heating and Air Conditioning to have them come out and fix the issue. Bills came out right away, diagnosed the issue and replaced a capacitor. When the Technician was done we offered him our credit card for payment but he was unable to get his reader to work. He stated that the office would bill us for the cost. We never received an invoice and figured they were busy and would get to it later. After 5 months we received a letter in the mail from a collection agency for the cost plus interest. I called Bills and they stated I was sent a bill 3 times via email (which we never received). Instead of calling us or sending a letter when they didnt get a response, they sent the bill to a collection agency. Im guessing they got our email address wrong. As we have never ever missed any type of payment to anyone, we are very upset that they never took the time to contact us to let us know they had sent the bill and had not received a response back from us. This is definitely not good business practice. And now due to their bad business practice this will reflect on our credit reputation.

  Business Response

  Date: 02/13/2023

  The emails were sent to ********************* which is the same email that the original invoice was sent to. The emails show opened and the original invoice was opened AND signed so the story about a typo in the email is not valid.  The statement about our techs card reader not working also doesn't make sense because our techs do not and have never used card readers. All cards are called into the office over the phone at the time of service if the customer wants to pay with a card.  Additionally, the customer signed the invoice and knew about the charges (as he admits) on the day of the repair. and was not sent to collections for 3 months after multiple attempts via phone and email to contact the customer.  He was fully aware that he owed us money and also had our number. Even if we hadn't attempted to make contact, the customer knew he owed money and made no attempt to pay it for 3 months.  We are not going to change his credit report. I don't believe we even have the ability to. Either way, he knew he owed us money, he opened four emails in total reminding him he owes us money and threatening collections, and didn't pay his bill for 3 months. The credit report would accurately reflect this and any attempt to say otherwise on his credit report would be fraud.

  Customer Answer

  Date: 02/18/2023

   
  Complaint: 18954935
  
  I am rejecting this response because:

  
  

  Now I understand why this company has so many bad reviews.  I should have researched them ahead of time.

  
  

  The email address they referred to in their response is incomplete, it is not our email address.  They did have our correct email address at one point because we did receive the quote for both the (high priced) capacitor and a quote for furnace and air conditioner replacement.  Their quote states that payment is due at time of service and we did try to pay at the time of service but because the technician wasnt able to process the payment he said that the office would contact us for payment.  We never heard from them again until we received a bill from the collection agency.  As for not paying the bill for three months, we were waiting on the invoice that never came.  They dropped the ball not us.
  
  Sincerely,
  
  *****************