ComplaintsforFour Seasons Heating, Air Conditioning, Plumbing & Electric

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -5/19-present -$6,200 -Provide next day ** installation with quality service -Every step was unprofessional and horrible customer service, starting with sending techs out to our house 5 separate days over the past 2 weeks HOURS later than the 4 hour window. They came Sunday to take a look at our broken ** unit (hours late).Told us we needed a new unit. They said that he could do the install the next day if we paid then in full which we did! I took a half day of work off the next day because they said they would come between 12-4. 4pm came and I hadn't heard from them. They showed up 2 hours late, then told us they had the wrong size coil and couldn't do the job so I should call customer service to reschedule. I did that and they said they would send someone Tuesday between 12-4. Again, took a half day off work Tuesday. 4pm rolls around, still haven't heard from them. Call their company, on hold, etc. Someone eventually comes at 6:30pm and says he won't be done with the ** install until midnight. I called customer service asking them to send someone to help this guy as 2 people were sent the day before and that it is 91 degrees in our house, the guys showed up 2.5 hours past the window, we had already paid in full. He said no, the job will be done by 10pm. The estimate based on customer serivce was 4 hours, the tech said 6 hours! IT TOOK 12 hours! Our ** install began 36 hours later than originally promised and took OVER 12 HOURS OVERNIGHT, SO LOUD. A man was in our house from 6:30pm to 6:30am. I have 4 little kids, who could not sleep in 91 degrees. Had we known the service would've been after bedtime, we would've gone with a different company or slept elsewhere! Every hour I asked the tech delirious with my kids how much longer and he would say 1 hour. I called to talk to a supervisor, but customer service wouldn't let me and instead said that they would send someone out the next day to inspect the system as maybe something went wrong. They never showed up Friday!

  

  Business response

  06/13/2024

  ****, ************* has received your concerns as of 5/23/24 and has been working with you towards resolution. On 5/24/24 a $300 refund was processed due to service discrepancies brought to our attention. On 5/28/2024 Four Seasons has returned to your home to correct a small leak found at your humidifier at no charge. Furthermore, we performed a Quality Control Inspection on the installation to ensure everything is installed per manufacturer specifications as well as Four Seasons standards.We pride ourselves on providing all of our consumers quality service. When things do not go as planned, we do our best to handle each individual concern accordingly. We are sorry for the delay in the initial Inspection. As explained, due to an influx of emergent situations stemming from climbing temps and storms across our service area we did reschedule all inspections to later dates in order to provide emergency services. As of 05/30/2024 you requested to no longer be contacted by Four Season unless we compensate you in the amount of $1000 on top of the $300 previously refunded out of good customer service.  We have taken all plausible and fair approaches while attempting to resolve this matter amicably. If you would wish to discuss this matter any further, please call us at **********************. Thank you. 

  Customer response

  06/13/2024

   
  Complaint: 21779623
  
  I am rejecting this response because:

  If you actually read my review, I specifically detailed the $300 refund on 5/24/24. That refund was due to not fixing our AC unit for almost 58 hours despite paying in full 3 days prior. Your policy was that if things were not fixed within 24 hours, that a hotel would be provided which was not even offered to us. It was 91 degrees in our house for 2 days/nights straight with 4 small children. After that $300 refund, A SLEW OF OTHER ISSUES TOOK PLACE INCLUDING having a man in and out of our house for 13 hours overnight from 6pm-630am, with our front door open all night, unclear as to what was going on. He obviously missed things since he was completely overworked and was by himself. The reason you "returned to our home at no charge" LOL is because he messed up the installation!!!!! You returned for a quality control inspection because the installation process was done incorrectly!!!! You are acting like you did us a favor. Furthermore, on the date you were SCHEDULED to return for this said leak and inspection, you NO SHOWED!!! DID NOT EVEN CONTACT US TO TELL US THAT YOU WERE NOT COMING!!! And left us with a "small" leak as you describe....that your employee caused...for 5 additional days! We paid for an AC installation. There was a leak because the new unit was installed incorrectly by you!!! And in a NOT timely manner as promised. Then you finally came 5 DAYS LATER for this repair!! After the quality control check/repair, the man left our ladder opened to the attic and did not say he was leaving which was completely hazardous again given small kids at my house and my daughter having climbed up into the attic. None of this was even acknowledged. No apology. No recourse. Nothing. You didn't even address it upon this review. THEN I asked for a monetary refund given the complete disregard for us as (repeat) clients, lack of communication, faulty installation, delayed installation, delayed repair of the faulty installation, and leaving our home in hazardous conditions. With all of that combined, the customer service rep asked how much money it would take to resolve the issue and I actually said $500 (which I still do not think is enough as *** would've completely this entire thing for less as their initial quote was $610 cheaper than yours!!!). Your customer service called back and said that they could give me a $200 refund to take my yelp review down. Subsequently, my husband got on the phone and said we would not take the review down unless larger compensation was offered and to not contact us again otherwise as this has wasted so much of my time in addition to all of the time I had to take off of work to wait for you guys to NEVER SHOW UP!!!! I am a first responder and actually take care of people for a living, and when I don't show up to work, someone goes in my place. It's not right to continually schedule appointments that you can't keep! 5 times! Once again, I am seeking monetary compensation of $500 which is why I have contacted the Better Business Bureau in order to acheive that.

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

  

  Business response

  06/21/2024

  As of 6/21/2024 this matter has been resolved. On 6/20/2024 we have offered consumer $500 as requested. No further action needs to be taken as this matter is resolved. Thank you

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a homeowner who scheduled routine maintenance with Four Seasons heating and cooling. This routine maintenace appointment led to a purchase of a new furnace which was recommended by Four Seasons. During the installation, they 1- damaged our existing ** unit and 2- inappropriately selected the wrong furnace for the space and size of our home. As of today, they continue to refuse to issue a refund for the incorrect product.When the new furnace was installed in Sept 2023, we noticed immediately after that our ** was no longer working. Given the ** and furnace are integrated systems that work together it is highly unlikely that the installation of one did not impact the functioning of the other. Four Seasons refused accountability and when they later returned to assess the ** unit, they denied fault stating the unit was old. Over the next 10 - 14 days after installation we called to complain about the exessive noise coming from the furnace and asked several times to initate a return only to be told there was a 3 day return policy and that time had lapsed. After several months of noise and difficulty with the furnace, we had a 3rd party company come to assess and were told that the furnace was too large for the space that we have. Four Seasons failed to properly assess the size of our home and selected too powerful of a unit, leading to overheating and safety issues. Specifically, there was increased static pressure >1 within the unit. Eventually Four Seasons returned to reassess and agreed they installed the incorrect size. However, they are still refusing to remove and refund for the unit, stating that they will only exchange the product. Four Seasons sold us a product that was incorrect for our space, and refuse to take back their product even after admitting their wrongdoing. They have extremely poor business practices given myself as the consumer is left with the cost of a product that has fault and has not only caused damage but additional expense.

  

  Business response

  06/05/2024

  As of 05/24/2024 we have received the consumers complaint and are currently reviewing all options. We will continue to work with ******************** on resolving this matter. We will update our response to this complaint accordingly after we are able to resolve all of the consumers concerns and have provided a satisfactory resolution for all parties involved. Thank you!  

  Customer response

  06/05/2024

   
  Complaint: 21753556
  
  I am rejecting this response because:  It has taken multiple phone calls and visits from Four Seasons before the company realized that they installed the wrong equipment in our house.  They are admitting their error but refuse to remove and refund their product.  What kind of business practice is that?  It is standard for a company to refund a customer for the companys own mistake.  Instead, Four Seasons is only offering to credit us towards the purchase of a new furnace through their company.  This is essentially their version of entrapping the customer!   *********** should remove and refund the product that THEY erroneously installed in our home. 

  Whether we chose to purchase new equipment from Four Seasons in the future should be our decision and not forced upon us by the company.  We are demanding a refund.

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

  

  Business response

  06/14/2024

  As of 04/24/2024, we received the consumers complaint and have reviewed the account. ******************** made us aware that the furnace that Four Seasons installed on 09/29/2023 was found to be oversized by another company. A visit was set up for 05/02/2024 so that a proper investigation could be started in hopes of finding a solution. Originally, a 90k BTU furnace was installed on the 2nd floor of the consumers home to replace the preexisting 20-year-old 90K BTU furnace. The Furnace was diagnosed with a failing draft inducer motor along with a bad control board and capacitor which was why the unit was being replaced.  On 05/09/2024 we made ******************** aware that her unit was found to be oversized and a 45K BTU furnace would be the necessary equipment to heat the 2nd level of the consumers home. An attempt to set up a return visit to correct the error was rejected.
  
  In conclusion, we will not be removing the equipment or refunding in full. Out of good customer service we have offered ******************** a reimbursement of the difference in price between the 90K BTU and the 45K BTU totaling out to be $515. We also attempted to set up a return date for our install team to go back out to swap out the equipment with the proper size unit however, ******************** did not wish to proceed. Its unfortunate ******************** did not give us the opportunity to resolve this matter. If the consumer does not accept our offer, we will close our claim on our end and ask that it is removed from our records out of purview. Please let us know how consumer would like to move forward. Thank you for your time and consideration in resolving this matter. 

  Customer response

  06/14/2024

   
  Complaint: 21753556
  
  I am rejecting this response because:

  The conclusion that we are seeking as a consumer that has had a poor experience with Four Seasons costumer service, technical installation, and purchase of an expensive product wrongly recommended and sold- is a refund. Admittedly Four Seasons lacked proper assessment and placement of a furnace in our home and we are asking for a refund. As a customer of Four ******************** we have experienced shady business practices, lack of accountability (re: our AC unit that suddenly broke after the furnace from Four Seasons was installed), and lack of a reasonable option to resolve this matter- a refund. Swapping to another unit w/ half the btus, with an offer of a disproportional refund is unsatisfactory. Swapping for another unit that is tied to a multi year warranty fulfilled by a company that lacks integrity and better business practices is unsatisfactory. Our complaints are one of many, as seen throughout googled reviews. This claim should not be wiped from the companys record, and instead publicized to prevent these practices, and we are asking for a refund. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Fours Seasons Heating and Cooling, out of **************, come out January 15, 2024 to diagnose a furnace HVAC issue for me. Upon inspection, the technician found that the mother board needed to be replaced. He stated it would be $1,400 to replace and that included the part and labor but not tax. I found a few online and locally, which I could have replaced myself or had another technician from another company replace, but instead the sales rep/technician pitched me a brand new HVAC furnace unit. The sales rep/technician told me the interest rate would be *****% and I thought that was an excellent rate, so I went ahead and decided to replace the entire unit. The unit was replaced the same day by two other technicians. About three weeks later, I received the contract from the third party loan company, ********, stating that the interest rate is *****%, which is what I did Not approve. I spent hours on the phone with both ******** and Four Seasons with no resolution. ******** told me I could pay off the loan in full without any interest rate. However, I did not have $6,270.00 sitting around at that time in the bank. All I want from either of those companies is to make things right with me and for us to come to a resolution. I don't want to refinance anything since running my credit will impact negatively on my report. I also have not made any payments since they told me not to, which is now racking up monthly payments. They have not called me back either. Please, help. Any assistance would be greatly appreciated.Best regards,*****************************

  

  Business response

  06/05/2024

  As of 05/23/2024 we have received the consumers complaint and are currently reviewing all options. We will continue to work with ****************** on resolving this matter. We will update our response to this complaint accordingly after we are able to resolve all of the consumers concerns and have provided a satisfactory resolution for all parties involved. Thank you!  

  Customer response

  06/06/2024

   
  Complaint: 21753116
  
  I am rejecting this response because: Four Season's sales rep/technician was not honest with me and lied about the interest rate. Four Seasons has told me that ******** is responsible for everything. However, it was not ********'s employee whom sold me the **** equipment. Four Seasons has not offered to do anything for me.
  
  Sincerely,
  
  *****************************

  

  Business response

  06/15/2024

  We have received the consumers rejection and are currently reviewing all options. We will update our response to this complaint accordingly after we are able to resolve all of the consumers concerns and have provided a satisfactory resolution for all parties involved. Thank you!  

  Customer response

  06/19/2024

   
  Complaint: 21753116
  
  I am rejecting this response because:

  I have not received any correspondence from Four Seasons and until I do, this complaint will remain open and unresolved.

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

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Four Seasons technician recommended I do a Private Drain Program. I paid for it. Four Seasons set up an appointment, then cancelled it. When I call them I get a mailbox or am put on forever hold. No new appointment had been made, and I cannot get in touch with anyone who will either make a new appointment or refund me the $1190 I paid for this service.

  

  Business response

  06/04/2024

  As of 5/22/2024, Four Seasons has received the consumers complaint and reviewed their account. On 5/28/2024, we have made the consumer aware that the *** date and time would need to be approved by the City of *******. As we have limited control over the dates provided, we would also not be in control of any rescheduling done by the City. At that time Four Seasons was waiting to get approval by the City of ******* to schedule the *** in June.This site visit has been set for today 6/4/2024 and we will continue to work with ******************** on resolving this matter. We will update our response to this complaint accordingly after we are able to resolve all of the consumers concerns and have provided a satisfactory resolution for all parties involved.Thank you!  

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I proceeded to get an in house generator installed back on April 22, 2024 and its been one issue after another. A week prior the 4/22 install the installers arrived without a permit so I turned them away. The sales man ****** said he would get the permit expedited and he did. On the day of the install. After the install the installers tried to get the generator to work and could not. I called four seasons and wondered if they had given me a refurbished unit. I also let them know that the installers had left the light all night in the basement after the install. Since, I was already speaking to the rep about my frustrations I let them know that the individual who inspected my electric panel the week of April 13 had left mud on the stairs and basement flooring during his inspection. The four seasons rep then agreed to have someone do a free ac tune up and dryer vent cleaning for the inconveniences.On 4/30/24 an individual came to clean the vents. He left and said I owed nothing. Upon waking up the morning after the cleaning I woke up to a $799 invoice. I called the rep ***** who initially said the job would be on the house. She started to go back on what she said. She said all calls were recorded. I asked for transcripts. She said she would have a supervisor call me back to go over the call.I never received that call. So I called customer service and spoke to a ***** who sat and on the phone with me and listened to the 12 minute conversation. No where in the recorded call did I agree for $799 dollar service that was not on the house for their previous shortcomings. ***** said he would review the matter with a supervisor and get back to **** never heard back from *************** I called them back on 5/9/24. Another rep said that they agreed to bring the charges down to $599.I am not sure who can help me to resolve this scam. I hope someone from this company that I thought was a good company can help me resolve this issue.

  

  Business response

  05/22/2024

  As of 5/22/2024, we have recieved the consumers complaint and have reviewed the consumers account. We are currently reviewing all options and we will continue to work with **************** on resolving this matter. We will update our response to this complaint accordingly after we are able to resolve all of the consumers concerns and have provided a satisfactory resolution for all parties involved. Thank you

  Customer response

  05/23/2024

   
  Complaint: 21689414
  
  I am rejecting this response because:

  I received a call from ***** with four seasons yesterday. He said they will reduce the amount I owe to $499. He insisted that I agreed to that service per the recorded call which is a blatant lie.

  At this point I want the transcripts of the call forwarded to me either by mail or email.

  The way this company is acting is completely heinous.

  I never expected this company to act like such thugs. I do NOT recommend anyone doing business with this company in the future. They are no longer the same company that had morals and values. Just a bunch of smooth talking thieves.  

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

  

  Business response

  05/24/2024

  As of 5/23/2024, we have spoken to **************** in hopes to resolve his concerns regarding our Duct cleaning service price. While on a recorded line we provided consumer with a breakdown of the total amount he was originally quoted which was $699 and discounted $100 off total price. We have played the recorded call for **************** and he acknowledged that it was a miscommunication and he wished he understood better.Out of good customer service, we have offered an additional $100 off the duct cleaning. Unfortunately, that offer was declined and customer is refusing to pay for our services. 
  Its unfortunate we were unable to come to a resolution that works for consumer as we have exercised all plausible, fair options available. We do consider this matter resolved and ask that it is removed from our records out of purview. Thank you for your time and consideration in resolving this matter.

  Customer response

  05/24/2024

   
  Complaint: 21689414
  
  I am rejecting this response because:

  This matter is not resolved. I said i misunderstood what the lady said but never agreed to that service. The company also needs to forward me the transcripts so I can show this case to an attorney and to the media. This company should be ashamed of themselves how yeh think they can just jerk people around.

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

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August of last year ********************************************** ******** with 90+ degrees weather our **/air conditioner motor went out. We contacted ********** to inquire about their financing option for a new air conditioner. When we inquired with ********** about the air conditioner, we were advised they work with Four Seasons and someone from Four seasons would be in contact with us to initiate a quote. Once the Four seasons representative came to our home and assessed the original unit, square footage amongst other factors, we were advised the best course of action and the size of the unit needed to keep the home warm or cool when needed. A quote of $8,000 was provided and we were able to speak to customer service for Four ******************** and ********** for the approval. We were approved for the full amount needed for the quoted amount from four seasons to purchase the air conditioner as well as the heater. We were advised that on August 8th the original unit would be removed, and the new unit would be installed the same day and should only take a few hours to install. On August the 8th 2023 2 installation technicians came to our home and began the work of first removing the original unit and replacing it with the new air conditioner and heating units. When testing the unit, it immediately started to leak water into our lower level of our home directly underneath the unit. The unit is located in the middle of the home as it is a split level. The installation technicians were confused as to why the unit was leaking and pushing water out of the unit onto the floor and through the ventilation system into the supply vent in the lower level and leaking through the ceilings and onto the walls. The technician then proceeded to cut into the supply vent located directly underneath the unit in the lower level in attempts to view and stop the massive leakage. The technician cut a square/rectangular hole directly in the supply vent in the lower level. which we later learned should not have been done. When cutting the installation tech cut a lousy uneven cut that also was done too far over to be able to properly reseal or repatch properly. There was also over an inch worth of sitting water in the remaining uncut portion of the supply vent down the hall. There was an abundance of water flowing down from the unit above into every single attached vent including leaking through the cut made by the tech. The water was also free flowing down my ceiling and wall on every side. Where the supply vent is located it attaches at the end of the hallway and into our kids playroom and bathroom, also, directly underneath we have our fire place, water heater and washing machine. All of the items were directly damaged as a result of the water as it fried our washing machines mother board and caused it to spark, water heater and went under the fire place and soaked into our new installed carpet, door frame, wood beams and drywall, etc. It was several weeks of technicians coming into our home every other day, if not daily, to uninstall and reinstall and replace parts, metal, and every time the unit was turned on it continued to rain free flowing water back onto every single thing over and over again. We had over 13 technicians and 4 out of the 13 were supervisors/senior techs to help the other technicians rebuild, replace, or install/reinstall, etc. In the meantime we had all this water damage and the home was in the high 80's as the weather was climbing into the upper 90's and even *************************************************************************************************************************************************** my home while these repairs were being done. There was no accommodation offered during this time frame and instead was advised to contact my home insurance to upfront any costs until we can gain an approval for liability from Four Seasons insurance *********. We were left with having to find window units and portable ** units that just could not keep up with cooling my home. Having to run around to family and friends to borrow these units since the insurance did not offer to cover the costs of obtaining any or approval for such units. This was a miserable experience to be having people in and out of our home and having to stay in the home while they did the repairs and sweating throughout the entire day into the night. When West Bend was finally able to acknowledge the liability/at fault for the water damage we were advised we needed to find our own contractors for mitigation because they do not provide any. They also stated they would have their appraiser come out to inspect and assess the damages. The first appraiser came out over a month later at the end of October and stated that there was no damage resulting in an estimate of $527.87 stating that there was no active water at this point and the materials were not actively wet/soaked. This was a huge insult as it was clearly communicated over to ******************* that it has been several weeks since the last time Four Seasons came out and its clear that the material would no longer be wet/soaked but that it was starting to mold, and our contractor was able to come out and ***** the damages as well. The difference between a $527.87 and thousands of dollars of damages felt like we were being taken advantage of. We demanded another adjustor come out and reassess the damages and when he did, it was much closer to the almost $8,000 quoted. Along the way we found that due to the several weeks and months that it took to receive payment of any form there was materials that were deteriorating, molding, etc. The costs then increased as the contractor began the work. The only reason we were given accommodation at the end Jan ************************************************************************************************************************************************* the home during freezing weather. Now with a newborn and our two other children along with our pets we had to go to a hotel about ***** minutes away from our home and drive daily to be at the home while work was being done. We were initially approved for about 3 days and then were contacted by the company used by ******************* primus temp housing stating we needed to vacate the hotel the next morning as they were only able to get an approval for the 3 days. We did continue to advise during these 3 days that Four Seasons was supposed to come back out to remove the unit and only then would one of the companies we had to hire to sanitize the flooring under the unit be able to work. Four Seasons was not able to complete the work on the day they were supposed to, this new inconvenience now had us contacting our contractor as well as the specialized team to have to wait as the unit was not removed. This now caused a delay and required us to stay longer at the hotel. During this multi level communication I ensured that we continued to update the housing company as that is who we were told to advise of any changes in the time frame. However, when we contacted them to let them know that we needed to extend we were told that they only received an approval from West Bend claims representative for the 3 days and that unless they can get ahold of her we would need to leave the hotel or upfront the costs for the additional time we were to stay at the hotel and later speak about possible reimbursement and this was not guaranteed. We were livid as we openly expressed, we are a one income household and we could not upfront all of these costs. We continued to attempt to contact the housing company as well as the insurance claim contact both by phone and email continuously and were not able to get anything until the following morning. Because we were told that they were not able to get ahold of the insurance claim representative and we would need to vacate the following morning we rushed to pack all of our things and started making the mutli-trip rounds to bring back almost all of our things back to the home where there was now no heater/heat.This took us into the midnight hour going back and forward with our children in attempts to ensure we were not charged for check out the following morning. We do have a child in elementary school who was now extremely tired due to the late-night trips as well as our toddler and newborn. My husband was working from home/remote the day of and now needed to call off work now not having the ability to work from the hotel room like originally planned.That following morning when we contacted the housing company again, we finally received a phone call back stating we were able to extend for another day and then another phone call later on that day stating until the end of the week.It was only when we threatened to get in contact with a lawyer is when we were being contacted rather than being contacted back simply because of the fact that we should never have been put into this position. We also contacted BBB during this time frame regarding the company and their lack of empathy and or lack of taking responsibility, that is when they felt that they would have to contact us.We also contacted ********** regarding the financing agreement as we did not feel that we should have been continuing to pay for the units that were not working properly since day one let alone the fact that we were having to fight for approvals where we were nickel and dimed to the *****. ********** stated we had a contract/agreement for financing the units and would need to continue to make such payments until they were paid off and anything outside of this would be up to us as the homeowners and Four seasons and or our home insurance.We expressed to Four seasons we did not feel it was right that we had to pay for the units at least for the months that it was not working, and we be reimbursed for this or credited, and we were told that we had to take our concerns back to ********** because that is who we financed these units through. If we failed to make payments it would reflect back onto us via our credit score. We continued to make these payments even though we did not feel this was fair we did not want our credit score to be negatively affected. After the units were reinstalled and it was the middle of winter, we turned the heater on and it worked fine for heat. Being that it was the middle of winter the ** was not ran for fear of freezing. As of 4/20/2024 we have now again experienced the same issues with water free flowing and re-damaging all the materials and work that was done to fix from the initial incident. The water started to flow within minutes of us running the **/air conditioner unit on 4/15/24 and we immediately contacted four seasons to come and fix the issue again. We were told they had to schedule someone to come out and would not be able to do so until later that night. We had a tech come out that night after 5pm and he assessed the issue and stated they would need to let customer service know to contact us to send out yet another senior tech to come in to fix it. However, we were never contacted, and we then had to re-initiate contact yet again. Four Seasons were not able to get another tech out until a day later. This left us with no **/cooling on a 85 degree day, where our home now sat at 85 degrees indoors at this point. We have been repeatedly told by ******************* that if we knowingly turned the ** on regardless of the heat in the home and it leaked that we would then be responsible for any damage. We were also told like before if we could not upfront the costs for accommodations that we would need to contact our home insurance until we can get an approval for yet again another claim process. Four seasons also needed to gain approval for removal and reinstall of the unit again. As of yesterday 4/19/24, the unit was rebuilt and reinstalled. The damages are again something that we had to file another claim for and are now working with a new claim representative rather than working with the original. Although the original was extremely hard to get ahold of, as it would take about 3-5 business days to get a response or call back from her, we expected to work with the same contact as she was aware of all the issues we have had and havent even closed out the original claim as of 4/20/24. We are again without a washing machine with a house with small children and pets and a baby who is cloth diapered and the last time it took several weeks to obtain an approval for a small partial check to replace our washing machine. Also, not to mention the fact that we did not get the full amount of what the washing machine unit was worth until after the second appraiser stated the washing machine could not be depreciated. We also did not receive an approval for additional funds to obtain any form of insurance to be put onto the new washing machine if we were to obtain a warranty/insurance we were told we would be responsible for those costs even if we had purchased one for the original. Now, again, being without a washing machine, having to run to a laundry mat or to family for assistance in using their units and running their utilities until we can obtain the reimbursement from ******************* is taxing on our gas and time and our family. Not to mention our home utilities going up during this ordeal to accommodate the machinery, draining, etc. This has continued to be a complete nightmare of an experience and the fact that four seasons has an A++ rating is shocking, the insurance company representative also admitted to our contractor that there have been several claims filed similar to ours following our initial claim. We were also told for four seasons they now have several insurance representatives following the past few months worth of claims.We were looking for compensation for units of $8,000 as we feel that the unit costs should not have to be paid with the amount of damage this unit has caused in our home. Although the company paid for some of the repairs, we also feel that we should be reimbursed for the loss in wages, pain and suffering as this was extremely stressful and all the running around physically and emotionally taxing to where we personably believe that this caused me to go into early labor twice and resulting giving birth a month early. Just giving birth, then having to stress over no heat and damages, running around were physically and emotionally taxing on myself and my husband. Post partum, I should have had to deal with this and only being almost 4 months post-partum having to deal with this over again is absolutely ridiculous. I also was very openly expressive with everyone involved that this was extremely stressful throughout the whole process over several months and to now have to go through the whole process over again as of 4/15/24.

  

  Business response

  05/07/2024

  We have received the consumers complaint and have reopened claim regarding the consumers concerns. We have submitted all of ****************** information over to our insurance company regarding the damages and a claim has been filed with our insurance carrier. We will continue to work with **************** on resolving this matter and update our response to this complaint accordingly after we are able to resolve all of the consumers concerns and have provided a satisfactory resolution for all parties involved. Thank you!  

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The transaction occurred late May 2023. Forget the fact that the two technicians showed up over six hours late for the installation and didnt leave my property until one in the morning. My floor that was just finished and my basement walls that had just been painted less than 3 months prior to this installation were ruined. The technicians ruined my basement floor, as it was covered with rust that I could not scrub out, it was sediment from the old furnace. They left handprints and dirt all over my basement walls.. There were shards of metal all over my driveway and pieces of random screws near where the air conditioner installation was. After the completed the installation, the wiring was incorrect and the company had to send an electrician out the next day to correct it and even the Electrician offered to clean because he saw what a mess the technicians had left. *********** only called me after I left a ****** review. I need to preface that I do not leave ****** reviews ever.. For five months, I went back-and-forth with the company as they requested. I get several quotes from companies to see how much it would be to fix my basement floor. The estimates were between $2 to $5000.. *********** offered me $500 and wanted me to take down my review. I did not accept. Last November, a man named **** contacted me from the company and said he was going to come out to my house to look at my basement and he never showed up and is not returning my calls. I paid a ridiculous amount of money for these products and I just want my basement to look the way it did before these technicians arrived. Its very simple. I work very hard to run a household as a single parent, and I am not expecting a handout. I want my basement cleaned and repainted, and the floor fixed. They just need to fix their mess. *********** has a copy of all of the required documents from me such as the estimates for floor and paint

  

  Business response

  05/03/2024

  As of 05/03/2024, we have recieved the consumers complaint and have reviewed the consumers account. We are currently reviewing all options and we will continue to work with Ms. *********** on resolving this matter. We will update our response to this complaint accordingly after we are able to resolve all of the consumers concerns and have provided a satisfactory resolution for all parties involved. Thank you!  

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For the past year I have been getting regular robocalls from Four Seasons. We have not used Four Seasons for several years due to a bad experience at our previous address. The robocall is an obnoxious long winded recording that I neither want nor did I sign up for. By my count in the past year alone I have received at least 20 of these calls/messages. I called the company to complain and have my number removed from their system recently and yet today I have received another robocall in my messages. Obviously my request was ignored. I am on the Do Not Call registry. I have made a complaint about this abusive behaviour and will now have to make another one. Therefore I am now reporting Four Seasons to the Better Business Bureau.I have a right to not get these calls. They are abusive and unwanted. Yet Four Seasons seems intent on punishing former customers who no longer want their services. This is the only explanation I can come up with as to why they have ignored my requests to stop calling me.

  

  Business response

  05/01/2024

  As of 5/1, we have removed consumers emails and phone number out of consumers account. We did not attempt to contact him due to his request. No further action needs to be taken as this matter has been resolved internally. We ask that it is removed from our records out of purview. Thank you for your time and consideration.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired four seasons to clear outside sewer back. Company told me it was too bad to rod and used high pressure sale techniques to upsale me to high pressure spray. Was told I would get before and after video. Never received nor did I get copy of invoice. Called company and I got copy of invoice but no video. Called village and they did video that show 70% blockage still. Called company two weeks ago, no response.

  

  Business response

  04/29/2024

  As of 04/29/2024, we have recieved the consumers complaint and have reviewed the consumers account. We are currently reviewing all options and we will continue to work with **************** on resolving this matter. We will update our response to this complaint accordingly after we are able to resolve all of the consumers concerns and have provided a satisfactory resolution for all parties involved. Thank you!  

  Customer response

  04/29/2024

   
  Complaint: 21578203
  
  I am rejecting this response because the operation manager offered to redo the work which I agreed to, then I was told I had to sign a document releasing the company from any legal or social media response before they do the work.   I am not willing to sign a document from a company I do not trust before the work has been completed.
  
  Sincerely,
  
  *********************

  

  Business response

  05/07/2024

  As of 5/7/2024, we are currently reviewing all options and we will continue to work with **************** on resolving this matter. We will update our response to this complaint accordingly after we are able to resolve all of the consumers concerns and have provided a satisfactory resolution for all parties involved. Thank you!  

  Customer response

  05/07/2024

   
  Complaint: 21578203
  
  I am rejecting this response because: even though happy with there attempts to address my concerns the rework is scheduled for the 10th.  After that is completed to satisfaction I will gladly accept and close complaint. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 27, 2023, my sewer was clogged, and I called Four Seasons to clear it. The job was valued at $678.00 and after some time the employee said that he could not open the sewer using an auger and that he needed to use a high-pressure power flushing system for $1,396.00. If I don't agree, I have to pay half of $678.00. I was forced to agree because we couldn't use the toilet or water and I couldnt afford pay almost $340 for nothing. The next day, another Four Seasons employee, tried to open the sewer using a high-pressure power flushing system, and that didn't help either. The next step is to replace 25 feet server line. The employee contacted the supervisor and offered to replace the sewer line for $19,157.77 or the full price of $22,283.06 payable over 72 months at 0%(?). And again, if I do not agree, I have to pay half the price for the previous attempt to open my sewer line. I had to agree, because as a senior citizen I could not afford such big expense and I signed the contract. After installing a new server line, I filed a claim with my insurance. Insurance said the price was way too high and tried to contact Four Seasons to get breakdown of how they arrived at the invoiced amounts including, price charged per hour, number of hours worked, total cost and price of materials, and any special equipment used but Four Seasons refused to provide this information. My insurance then come out with own estimate - $4,875.18 which is similar to online information - ********************************************************************************************* believe that Four Seasons took advantage of senior citizen and scammed me for more than $15,000.

  

  Business response

  04/11/2024

  Our response to Mr. ******* request remains the same as our initial response to the Attorney General. On 8-27-23 the customer contacted Four ******************** in regards to his sewer not draining properly. A Four Seasons rodding technician arrived on site and attempted to power rod the customers sewer. The technician could not rod past ***** feet due the amount of tree roots inside the customers sewer. The technician recommended another solution to the customer which involved hydro jetting to clear the tree roots. On 8-28-23 a different  technician arrived to the customers home and tried unsuccessfully to hydro jet the sewer.The technician could not eliminate the tree roots in the line due to the massive amount of root infiltration. The technician recommended replacing the compromised sewer pipe from the house to the public sidewalk about 25 -30 ft of pipe. The customer was presented a price for  the sewer replacement with a financing option to help the customer afford the repairs. The customer choose to have the work completed using the option we presented in the amount of $22,283.06. On 8-29-23 the customers sewer line was excavated 4-6ft down removing all compromised sewer pipe. New Sewer pipe was installed with proper fittings, stone was placed around the pipe for  rigidity and the work was approved by the Plumbing Inspector employed by the municipality. The spoils were placed back into the trench and mounded for settling.
  
  The customer reached out to Four ******************** with information about contacting his insurance company . Several phone call attempts were made to the insurance company with no follow up from his insurance. Today Mr. ************ is claiming he was forced into signing paperwork or claims he was pressured into agreeing to a contract of sewer work under distress. Before any  work can be performed by Four Seasons the customer must agree to the terms and conditions of the contract by signing a disclaimer. **************** was presented the price of the repairs , **************** signed all documents before work began and **************** agreed to the price and conditions of the funding for the work. Based on the response form ***************,  his insurance  company did not cover the cost of the repairs in full and because of this he feels he is owed a refund. Four Seasons works with customers insurance companies daily to help our customers navigate repair cost thru their insurance. In this situation his  insurance company failed to respond to our calls resulting in the customer being responsible for a great portion of the repair. The customers complaint for the work not being covered should be with his insurance company not Four Seasons.Four Seasons did not force the customer into an agreement for the sewer repair .
  
  **************** signed all documents before work began and **************** agreed to the price and conditions of the funding for the work. Before any work can be performed by Four Seasons,the customer must agree to the terms and conditions of the contract by signing a disclaimer. As of 4/4/2024, we have closed our claim due to us not being able to come to an amicable resolution that works for all parties involved. If the final offer of $2,153.30 is something Mr. ****** would like to move forward with, we can reopen our claim and forward the release letter. If this offer is not acceptable, we are requesting that this matter considered resolved as we have complied with all proper practices. Thank you for your time and consideration in resolving this matter.
  

  Customer response

  04/11/2024

   
  Complaint: 21556999
  
  I am rejecting this response because:

  Four Seasons' statement: "Several phone call attempts were made to the insurance company with no follow up from his insurance" is an outright lie. Attached are copies of emails from me and my insurance company to Four Seasons. I called ************** Senior Account Manager many times to find out how Four Seasons calculated such an exorbitant price. In an email from **************dated Oct. 5, 2023 he says he talked to his manager named ***** that we would like to get an exact price for the material, labor and costs of special equipment. This information was never provided to my insurance. During one of my last telephone conversations with the Senior Account Manager, he tried to tell me that we will not receive such a breakdown of material, labor and equipment because, as he put it, "every institution has its own trade secrets". So, there was communication between me, the insurance company and Four Seasons, but we didn't get the information the insurer needed.
  I was forced into signing and pressured into agreeing to a contract under distress. I don't know what else to call it when I've been without water for several days and if I don't agree to this contract, I have to pay several hundred dollars for work that didn't improve my situation.
  I actually understand why Four Seasons didn't want to provide this information, because their price has nothing to do with normal prices on the market. According to Forbes Home (screenshot included)expect to pay between $55 and $250 per linear foot to replace a sewer line. So even if I count $250 per foot, my price should be $6,250 for 25 feet. But Four Seasons, having a 78-year-old client, ordered them to pay $22,283.06. This is a scam.
  
  Sincerely,
  
  *************************

  

  Business response

  04/19/2024

  Our response to **************** remains the same. Before any work can be performed by Four Seasons, the customer must agree to the terms and conditions of the contract by signing a disclaimer. **************** was presented the price of the repairs, **************** signed all documents before work began and **************** agreed to the price and conditions of the funding for the work. Out of good customer service we have offered **************** a large discount for the work performed of $2,153.30. If **************** would like to move forward with this offer a release would be required. Furthermore, the customers complaint for the work not being covered should be with his insurance company not Four Seasons. Four Seasons did not force the customer into an agreement for the sewer repair. Four Seasons provided the customer with quick prompt service from the initial rodding attempt to installing the new sewer with proper documentation and signatures for approval of work. Its unfortunate we were unable to come to a resolution that works for consumer as we have exercised all plausible, fair options available and do consider this matter resolved.

  Customer response

  04/22/2024

   
  Complaint: 21556999
  
  I am rejecting this response because:

  My answer is Four Seasons is the same. The Four Seasons took advantage of a stressed out old retiree to sign a contract at an exorbitant price. My insurance covers sewer replacement if the price is reasonable. I and my insurance still believe that Four Seasones bilked me for more than $15,000 and I consider the discount offer of $2,153.30(?) to be an insult.
  I'm also surprised why they didn't explain their lie in their previous response regarding their alleged attempts to cooperate with my insurer.
  I was forced to sign such a high contract. I don't know what else to call it when I've been without water for several days and if I don't agree to this contract, I have to pay several hundred dollars for work that didn't improve my situation.
  
  Sincerely,
  
  *************************

*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. ↩