ComplaintsforSummers Plumbing Heating and Cooling

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mini split from summers that I had installed on 5/3/23. Came with a 10year parts warranty and summers offering a 1year labor warranty if something went bad. Approx a month later the unit would work. Called back out to find that both panels and the condenser went out. Claimed to me this was because of a power surge and stated a surge protector needed for unit but never offered with sale. No bad weather or power outage.Water pump that was placed was not the correct size and had to be replaced. Noticed it wasnt working properly and a red light came on warranting a problem. I called and spoke with *******. States will come out with $59 service fee waved since it hadnt been a year from install. Tech came out on 4/18/24. Red light came on and codes were pulled and cleared as it was reported old codes. Unit then began running fine. Assessed unit and stated nothing to be wrong with the unit. Attempted to prompt me to pay the $59 since nothing was wrong. States if the red light were to come back on to keep the unit on until serviced. The next day unit with a red light instantly without running.Tech back out on 4/22/24. Was told $59 service would be waved by ***** and prompted to pay it on arrival again. When back out one of the codes that were cleared came on. When investigating unit was a solid block of ice. In which needed thawed to service. This water ran down my wall to thaw and was reported would come back 4/26/24 to run more tests. Spoke with the office manager ***** about the frustration of the unit and reports manager ***** to call. Spoke with him, very unprofessional and at the end of the call states he and his company will not be out to fix it while still being under my 1 year labor warranty with company. Called office manager and this same information was relayed as they will no longer service unit. Another company had to be called to fix unit totally in $451. Not holding up to 1 year labored warranty or no lemons replacement guarantee

  

  Business response

  07/02/2024

  The manufacture gives a 10-year warranty on parts from failing. Summers gave 1 year labor on installation and warranties parts through manufacture. This does exclude abuse, neglect, and acts of mother nature. The Unit was installed and working properly on 5/3/23 for a month.  On 6/20/23 we arrived and found the primary circuit board with scorch marks, secondary circuit board with scorch marks and a pump that was burnt. All of these were replaced at no cost to the owner, although it was clear of a power surge. Owner was given the option, which is a add on, not provided by ******, for surge protectors.  She refused but Summers installed at no cost so that this wouldn't happen again. On 4/14/23 we were called again for a no cool, at this time she was told that we charge a $59 trip fee unless related to installation or from previous work before going to the house. Technician found a thermistor bad which is in line with the circuit board that had previously failed due to power surge. At this time, he informed her that the unit had been running and froze the coil to which would need to thaw before replacing the thermistor. Summers was going to replace under warranty but would need to collect for trip which she refused to pay and became belligerent. On 4/23/23 we spoke to customer and explained that this is not a manufacture / Summers fault, and we would still replace under manufactures warranty but would need to pay for the trip charge. At this time, she refused to pay for the trip fee. She became belligerent telling us that she wasn't paying anything.  She was asked to stop, or we would not be returning. At this point she was told due to her actions over the phone and to the technician she would not be serviced. I have attached a copy of the manufacturer's warranty regarding replacement of parts that were replaced at no charge to the customer. 

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called to have my main sewer line rodded. When the technician came I told him I needed my sewer line rodded. I told him when I plug in the pump the sewer backs up so it needs to be rodded. He said that is not my issue, he said I need a new pump. He installed a new pump at a cost of $1677. When he plugged in the new pump the sewer backed up. He then said he has to rod out the main sewer line this is what should have been done first as I requested. I didnt need the new pump This was a total scam I am a senior citizen widow and was scammed into buying something I didnt need. This occurred on Monday May 13, ********************************************************* the new pump, the sewer backed up and he needed to rod out the sewer line

  

  Business response

  05/29/2024

  We do understand that home repairs can be frustrating, especially when they become complicated. When we arrived at your home you were experiencing multiple issues. You were right that the sewer was backed up. However, from what our technician told us and what he had wrote on your invoice, your ejector pump and sump pump were not pumping any water. His explanation to us and what he said he had told you was, because of the blocked sewer your pump couldn't remove the grey water. It ran constantly until it over heated and failed. He checked the power going to your ejector and it was present, but the pumps motor was failed. At this point rodding the sewer would do no good if you have no way to pump the grey water out. So, we recommended you start with the pump and see if that would fix the issue. (Sometimes it does) After replacing your pump the sewer line was in fact still blocked. We then needed to rod out your lines. This was not the only issue but the second part of the problem. We ran 90' of cables into the sewer line to free up the blockage. At this point the homes system started working properly. 

  We then recommended that to add an outside clean out to make this simpler in the future. This repair was declined as was the replacement of the failed sump pump as mentioned in the beginning of our response. We have a signed invoice from the Kleutsch household approving what work they wanted done and declining work they didn't want to do at this time. 

  We will not be refunding this repair as it was authorized by the customer before we started the project and because this was the correct fix for this home. Please see the attached invoice for any references needed. 

  Customer response

  05/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I have not seen any new pump installed, nor have they provided the brand or cost of the alleged pump   My pump was pumping but the water was coming back up which once the technician rodded the water then pumped out.  I do not believe a new pump was installed.   
  the technician then tried to sell me a water tank and sump pump which I dont know why they sent a salesman. I requested my sewer rodded and that should have been the technicians only concern to do as I the customer requested.  I am a senior citizen and should not have been subjected to the scam practices of the salesman disguised as a technician 
  
  Regards,
  
  *************************

  
  

  

  Business response

  05/30/2024

  The pump that you purchased was a Pro Series Sewage Pump 4/10th *********** made with Cast Iron/ Stainless Steel. The Cost of the Pump was on your invoice ($1,674) that you signed and paid at the time of service. An Ejector pump is installed in a sealed tank. You would have to remove the lid to see the new pump. I would be happy to send out our Plumbing supervisor and Plumbing Manager to show you your new ejector pump. It is not easily accessed due to what it pumps (sewage). 

  I know that you had called us out to rod your sewer line however with a failed ejector pump you would not have been able to pump any of the sewage out of the house and into the city sewer. (it would do you no good) If this was a gravity feed sewer system, then just rodding would be the right place to start. You have an Ejector Pump feed sewer. You always need to make sure the pump works, and the sewer drains. They work together. We stand by our technician's diagnostic that your ejector pump was failed and needed replaced.  After the work was completed, you had a fully functional sewage system. 

  You were also given the opportunity to decline the work as you did on the invoice for other recommended repair offers. However, you choose to do the repairs before we started and paid/signed off on them when we were done. 

  We will not be refunding this repair. 

  If you would like to call the office and have a free courtesy visit to confirm the new pump was indeed installed, we would be happy to accommodate you. 

  Customer response

  06/03/2024

  I do not accept the response from Summers. A sewage pump ranges in price from $200-$1000. Without them providing the model number I still cant get the actual cost of the alleged pump they say they installed. Also they stated a supervisor would come out and show the pump however on 5/15/24 I was told a supervisor would call. It is now 6/3 and I have yet to get a call from a supervisor.  Summers was called to rod out my sewer. That was all. My pump was working however the water was not draining due to a clog. The guy they sent was more intent on trying to sell everything from a tankless water heater to an outside pit.  The info that the pump cost $1677 is false. There is no pump that costs that much. Also if they installed a new pump, then where is my old pump?  All in all Summers is in practice of selling rather than doing the job that was requested and fraudulently charging customers.  

  Customer response

  06/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I do not accept the response from Summers. A sewage pump ranges in price from $200-$1000. Without them providing the model number I still cant get the actual cost of the alleged pump they say they installed. Also they stated a supervisor would come out and show the pump however on 5/15/24 I was told a supervisor would call. It is now 6/3 and I have yet to get a call from a supervisor.  Summers was called to rod out my sewer. That was all. My pump was working however the water was not draining due to a clog. The guy they sent was more intent on trying to sell everything from a tankless water heater to an outside pit.  The info that the pump cost $1677 is false. There is no pump that costs that much. Also if they installed a new pump, then where is my old pump?  All in all Summers is in practice of selling rather than doing the job that was requested and fraudulently charging customers.  
  
  Regards,
  
  *************************

  
  

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/2/24, I called this company for an emergency visit due to water flooding from the upper level of my home to the lower from a clogged toilet. ***** arrived to my home stating he was able to read notes from the last flood that happened over a year ago and he believed that was my issue. He proceeded to try to collect payment until I asked him to at least take a look at the toilet because that is where everything started. He went upstairs for about ***** minutes while I was trying to savage my belongings. Upon his return, he stated that my toilet was clogged and he had to clear it. He stated he would send me the work order and send someone out to camera my lines. I paid him and he left. On 4/3, a company referred by Summers called CWF, came and verified the water came from upper level toilet and started the mitigation. CWF asked for the work order regarding the toilet clog so I called Summers again to request the documentation. I still did not receive the documentation near a month later. I ended up spending thousands of dollars because Summer Heating and Cooling claim that it was due to the city of ************ back up. When I requested documentation to submit to Merrillville, I received a contradicting text stating that the city lines were clear. I then put in a complaint with Summer's because I felt bamboozled into the $6000 job that was reported to be urgent and time sensitive. I have been told that I was lying and that my request for the toilet unclogging could not be done because it never happened. I received a harassing call from someone within the company claiming to be ** but later admitted to be someone else. When I called to report the harassing call, the supervisor begin screaming at me again. I am deeply bothered, and horrified at this nightmare. The lack of unprofessionalism that I have experienced is very disheartening. I have notified Summers that I am displaced from my home and this matter was time sensitive. I am losing money because I work remote from home. My family has been displaced nearly a month due to Summers negligence, dishonesty and lack of concern.

  

  Business response

  06/07/2024

  We understand that having water damage to your home is not a pleasant experience. At Summers we try our best to get our customers lives back to normal as soon as possible. In regard to the original call from the Kirkwood residence, ********************* stated "Home Flooded in the basement not sure where water is coming from maybe a clogged drain from the outside rain". This was what was sent to use from our on-call service. I've attached their message to the on-call tech above. ********************* was the tech that responded to the Kirkwood home. When he got to the home, he found the sewer line to the home was full and would not drain. If this happens to a home, all the drains would fill up until they could possibly overflow. When ********************* was saying the toilet would not flush, that makes sense. No drain in the home would work if the main sewer was not flowing. Our Tech went outside to the homes clean out and removed the cap. This released the pressure on the sewer line and the home drained outside. At this point was when ********************* asked our tech to see if the toilet could be unclogged. Now that the pressure was released from the home ***** agreed and went upstairs plunged the toilet once or twice and it went right down. He flushed it multiple times to make sure it was good to go. Then he went downstairs to talk to the customer and let them know that we would like to come back the next day after the rain had stopped and camera the line. ********************* agreed. When we got back the next day the water had lowered in the sewer line and we ran our camera. We found out that this home did not have a backwater valve and we recommended that they get one installed to stop this from happening in the future. ********************* agreed and signed for us to get this done. The quoted price was $6,103. In the meantime, we had called out a water restoration service for the water that had got into the basement. (CWF restoration) We also contacted 811 so we could get ready to dig in the yard for the repairs. They helped with the water clean-up but from what they told us ********************* was trying to an insurance claim that her upstairs toilet had cause the water damage. At this point we had not been looped into what she was trying to do. We completed the dig and ********************* paid us. With in a couple of days we were getting phone calls from ********************* asking us to write up an invoice claiming the toilet caused all the water damage. We refused to do so, knowing that it was from the sewer not flowing. At this point ********************* started calling and harassing our CSR's and Manager demanding we write up a false invoice but we held our ground. The repair we did was the right one to fix the Kirkwood home from flooding in the future and we stand by our work.  

  We will not be issuing a refund for this work. We have marked the Kirkwood home as a ************** Customer due to the nature of her request. 

  As a side note We also helped the Kirkwood home with the same type of issue back in 2020. We have that on file as well. 

  CWF Restoration pulled off of the job due to the nature of what ********************* was asking for as well. They told us that the insurance company would not cover this claim. 

  Customer response

  06/17/2024

  In regards to this complaint, my delay was due to me waiting on documentation from the city of ************ proving this company was scamming me. They refused to give me photos, documentation and receipts for my services as promised. They called me numerous time harassing, shouting and falsifying managerial statuses. To add insult to injury, I have requested a return and cancellation of services and Summer has refused.  This company stated in their response that they will not render me service because I will not take down my complaint. That is retaliation at its best. I paid for the entire year and have been refused my refund. 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 7th 2023, Summers installed a new drain line for our sump pump. We noticed that they buried it very shallow, but were told it didnt need to be deep if it was sufficiently sloped.Several weeks later we received a significant amount of rain followed by bitterly cold temperatures. The line was improperly installed and froze. We entered our finished basement to find significant flooding.We have both a primary and a battery powered backup sump pump. On Friday evening I was in the basement the backup had not yet kicked on or an alarm would sound until turned off. On Sunday morning, both the primary and secondary pumps had failed AND WERE BURNED OUT. I called Summers to come out and resolve the issue. Summers sent one of the same people that installed the line to check on the issues, he told me the pipe was too small to run a camera down but that the drain line was fine since there was no ice at the cleanout. I installed a new sump pump and battery backup. Shortly after I started up the pump, the rubber coupler connecting the pump to the drain line broke loose, shooting water all over. The line was indeed blocked with ice, if not completely then mostly. It would have been like trying to run a garden hose through a drinking straw. We had a 2nd plumber out and, despite the assertions of Summers, he was able to run a camera down the drain line. I have a copy of the video and watched them scope it. About 2/3 of the way to the sewer the line slopes back up creating a water pocket in the line. The pocket froze and blocked the drain line in the extreme cold. Upon reviewing the video, Summers concedes that the drain line was improperly installed but takes no responsibility for the subsequent damage. Summers should make this right and that includes the cost of the water remediation, all the damages to our home and personal property due to their faulty work. We have documented and photographed the damage to the basement and the personal property.

  Customer response

  03/08/2024

  The branch I worked with was the ********** branch. I had someone out from Summers (***************************) who originally quoted the project.  When trying to schedule the work it seemed that he had been promoted to another office, so ******************* came out and re-evaluated the job to make sure it was quoted correctly.  By the time we got on the schedule it was early November.  Two men worked on the project including *********************, who was subsequently promoted to Plumbing Supervisor backfilling ***************************.  ********************* was also the person that came out the day we had the flood, charged me $159 for a service call and told me it wasn't the drain line because he didn't find any ice at the cleanout and said that the 2" line was too small to scope.  I've included the weather from the day before and the day of the flood.  The pipe is only a foot underground and the belly full of water in it would certainly have frozen.  I addition to all the ground water from all the rain the previous week, our whole house RO system waste water goes to the sump pit creating almost a continuous slow feed of water that the sump pump and backup would have struggled to force past the frozen section of pipe.  I would gladly attach the video from the subsequent plumber showing the drop and rise in the pipe that caused there to be a belly full of water but it's too big to attach here and has already been provided to Summers Plumbing. 

  

  Business response

  03/20/2024

  On December 7th we received a call from ********************************* because his basement was flooded. We sent out a plumber to evaluate the situation.  The basement was flooded and neither one of his sump pumps were working.  The plumber inspected the discharge line where it leaves the house before it goes underground.  He inspected the pipe by removing the cleanout cap and looking into the pipe.  If the sump pump discharge line was frozen there would have been ice in the pipe at this point.   The pvc would have most likely cracked and broke and it would have had to be repaired.  This is the first place the pipe would of froze because it is in the direct elements of the weather and is not protected or insulated by the ground.  In fact, it takes longer than 4 or 5 days for the ground to freeze twelve inches deep.  The ground temperature does not change that fast.
  
  ********************** stated that when he installed the new sump pump it blew the pipes apart.  If his original sump pumps and battery backup were working properly, and the discharge pipe froze the rubber coupling would of blew apart before the pumps burned out.  In fact, when he walked down into the basement, it would have looked like a waterfall. 
  
  ********************** also sent a video from another company showing that there is a small belly in the pipe with water in it.   This video was taken four days after Mr. ********** basement flooded and the temperatures never rose above freezing.  If the sump pump discharge line was frozen, and the temperature never rose above freezing then the other company would of saw ice not water in the pipe.   For example: if you put a piece of ice in a freezer, the freezer temp does not rise above 32 degrees you come back four days later you will find ice not water.
  
  The discharge pipe does have a small belly in it.  We did offer to dig it up and fix it.  We will even pay for a video inspection of the pipe after we are done to show it has proper fall in it.  We will not pay for damages done to his basement because his sump pumps failed and were not in good working order.  The discharge line did not freeze.  All the information he has provided shows that the discharge line did not freeze.  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called Summers for blockage in main lines. Came out and cleared the line outside of home. Two days later water backed up in basement called them again was charged a diagnostic check $99 instead of Roding line in basement. Was told it was not the line but the sewage pump was out and the cost would be about 2 grand and based on the tag attached to the sewerage plump it hadn't been serviced since 2018 per Tech.(Photos will show this is the date purchased not serviced) was told if I brought pump would be ****** to install.(Photo of purchased) Spoke with contractor ****** who came to house. Stated not the sewage pump just clogged and needed Roding(Photos of him Roding line pulling tree roots from line and water went down costing $200. However basement flooded for misdiagnosis of Summers Tech and false claim of issues documented aka diagnosis requesting refund(99.00). I understand business is slow but this is not right to price ***** your customers.

  

  Business response

  02/26/2024

  After reviewing the notes taken by the plumber for this customers invoice, it appears that the homeowner's main plumbing line was clogged when he arrived. The plumber used a rod machine to clear the line and found tree roots in the sewer. Six days later the homeowners sewer backed up again. The plumber misdiagnosed the issue during the second trip. I have attempted to reach out to the customer to refund the total amount for the service but the current cell phone number provided is no longer in service. I have sent an email to the email address provided and I am awaiting a response. 

  Customer response

  02/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  No one has reached out to me from the Company
  
  Regards,
  
  *************************

  
  

  

  Business response

  03/07/2024

  The manager tried to call and the phone number said that it was no longer in service.  A email was also sent to the customer.  At this time, he has not received a reply email.  If we could get an updated phone, he would like to reach out.

  Customer response

  03/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  My phone number is *************. As of date I have not received an email from Summers as stated in the email.  I have provided my number per the quested.

  
  
  Regards,
  
  *************************

  
  

  

  Business response

  03/11/2024

  We were able to reach the customer with the new phone that was provided.  The ** of that location has issued a refund.

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Furnace was installed 2021. Furnace has failed two times on the coldest day of the winter two times since install. At this time furnace is not working and temps are below 0. Company says that consumer must pay a 150 service agreement and also a service call fee in order to have repair. consumer does not have that money at this time so company says consumer must wait 5 days until repair although weather will remain below 0 the entire time. Consumer has paid almost ****** to this company in the past three years getting a new furnace, heat pump, and water heater. This is the second time the furnace has failed since that time. Company needs to ***** warranty and provide services to fix this faulty system expeditiously and without charge. This is a substandard product as evidenced by failures and absolutely unacceptable response from company. Company refuses to allow consumer to contact management or owner. Company says management will return call within 24 yours. In the meantime we have no heat.

  

  Business response

  01/18/2024

  Summers has spoken with our customer, and we have admittedly made a mistake and apologized for the miscommunication on our end regarding the customer's warranty. ********************** has refunded a $99 trip fee that was collected 1/15/24 and we are scheduled to return to install a warranty part at no charge to the customer for labor or parts. 
  We appreciate the opportunity the customer has given us to apologize and make the problem they are experiencing with their system correct and, will continue to work diligently to ensure that they are taken care of as quickly as possible. Summers will continue to monitor the return to ensure that this customer is taken care as our customers the service and experience they receive are our top priorities. 

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They put in a new water heater for ******* There water gas exhaust fumes coming into house they smell it one time Making family members sick Was told my vent was fine it is only 8 feet straight up. I had to remove water and replace with new because they could fix it. They refused to give me a refund I out ******* and ****** for a new one I installed myself.

  

  Business response

  12/12/2023

  The customer is correct that ********************** installed a water heater but for $1975, the difference of the total for $2134 included our Safety and Comfort Agreement so that the customer would receive a discount for the water heater as well as receive a maintenance package and extended benefits.After several more visits it was determined as follows: 10/11 the range going to the water heater was replaced with no additional recommendations made,10/31/23 Summers tested for gas leaks and it was found that the water heater was back drafting, meaning the chimney in which the gases were released into was deteriorated and so a flu liner was recommended, there was no issue found with the installation of the water heater, gas lines or manufacturing of the equipment. 11/2/23 Summers was contacted again at which time we returned to the customers home and found that the water heater and install again were sufficient but that the problem with the gas was that it was returning from the deteriorated chimney. All 3 visits resulted in no additional charges to the customer and as is our policy only a trip fee will be waived if the reason for the call back is a result of an insufficient installation and none of the 3 visits was there a problem found with the product or installation preformed but the fees still waived. Then on 11/8/23 our customer service supervisor received the complaint, and it was advised by the customer that they had already installed an electric water heater themselves to replace the gas water heater.A manager was requested at this time to call the customer to see how we could be of further assistance and an additional visit from a supervisor/manager was not scheduled since the water heater had already been replaced and so Summers would no longer be able to confirm the condition of the installation. The manager called the customer and reiterated the issue with the chimney and the flue liner being recommended and confirmed that there was no issue with the installation or product and so at this time Summers would not be able to issue any refund for services rendered or product installed. 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Summers to remove my old boiler and install a new one supplied by me. They came on July 12th and swapped out my gas shut off to the boiler, as well as removed the old boiler and expansion tank, and they moved the new boiler downstairs into position. I was then informed they required additional parts to finish the job, and they left things as they were, which I was assured is perfectly safe. I have waited three and a half weeks for any updates concerning the acquisition of these parts and finishing of the job. The only contact I have gotten was from me personally reaching out and calling them, typically resulting in a promise to call me later with updates and then never receiving said promised call. Not once have I been contacted by them, it has always been me initiating any exchange. After over three weeks, I was finally informed by whoever is answering the phone at their location that one of the parts apparently is not able to be provided by their normal part supplier. I do not see why they could not have informed me of that sooner. I have still not been given any estimate as to when they will finally have the required parts, or any estimate as to what additional costs I may have to pay for them. Leaving a job unfinished and leaving a customer in the dark for almost a month is unacceptable. I would like to have the job actually be finished and to be told what additional costs I'll have to pay for these parts we've been waiting so long for.

  

  Business response

  08/10/2023

  Dear Summers Customer, thank you very much for bringing this matter to our attention. It is of the upmost importance that our representatives make certain that they are following thru diligently and in a timely manner. We appreciate you taking the time out to explain in detail the matter and have since been able to collect and update and, hopefully what is a satisfactory resolution. As of this morning August 10th, 2023 our customer service supervisor has been advised that our sales representative has been in touch with you and has been able to confirm that Summers will be returning August 16th, 2023 to complete the installation of the boiler system as our management staff was able to complete the task of acquiring all necessary parts that were not included in your purchase for the installation of the customer supplied boiler. We also understand that this morning the sales representative has confirmed a final cost for the installation as requested/needed. If there is any discrepancy with the information just confirmed please contact our customer service supervisor as she will be able to be of further assistance and will be certain to make sure that she continues to see the final installation through until complete. In regard to the matter of our lack of communication concerning updating you with a parts status or installation date we want to reiterate that we appreciate you bringing this to our attention as, again, it is of the utmost importance we are following ** in a timely manner. You are correct that no communication or insufficient communication is unacceptable. Our management staff has followed up internally to make certain that the expectation for our staff is communicated clearly so that this should not happen again. 

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In mid-March 2023, I purchased a new furnace/** from Summers for $9183. I had a new 200 amp entrance installed to handle the ** load. The system was working until there was a wind storm that caused a neighborhood power failure and the unit stopped working. My other appliances were undamaged. I called Summers for service on or about 4-27-2023. The service technician from Summers explained that the transformer inside the furnace was blown. When I questioned why the new circuit breaker would not protect against power surges, I was told that it probably was not a strong enough surge to trip the breaker and that the transformer could be damaged by lesser surges. I asked why the system did not incorporate surge protection; that it seems like a design flaw if the system could not stand fluctuations during storms. I was told I could buy a surge protector for the furnace for $283 and another for the ** for $283. I asked if those would be able to be reset like a circuit breaker if tripped. I was told no, I would need to buy another surge protector each time it got tripped. The system was one month old so I asked about warranty but since it was an "Act of God", it is not covered under warranty. I had to pay $465 for a new transformer even though I have a service contract and a warranty.I tried to call to complain and the first call, I was told I did not have an account. The second time I called I spoke with a nice lady who said she would have a supervisor call me back. No one called me back and it has been over a week since I last contacted Summers. I believe that if a furnace/** unit needs more protection than what a brand new, dedicated circuit breaker can provide, then I should have been informed prior to installation and that protection should be installed and included in the price of the system. The furnace/** units are not robustly constructed if they fail one month after installation during a storm. I cannot afford to buy a transformer after every storm.

  

  Business response

  05/10/2023

  Since the complaint received 5/8/2023 our service manager has called the customer to confirm the original issue was not covered under manufacturer warranty. Issue was caused by power surge not equipment malfunction. In goodwill, Summers is installing two surge protectors, 1 for the Furnace and 2nd for the *** at no cost to the customer to prevent this issue from reoccurring. The customer has accepted our resolution and understands the surge protectors can withstand more than once surge. Summers is scheduled to return for the installation on 5/11/2023 as that date works best for the customer.

  Customer response

  05/11/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. Summers has performed as promised and I am satisfied with the resolution.
  
  
  

  Regards,

  *************************

• Initial Complaint

  02/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Feb. 2023 - Summers gave me a FREE ESTIMATE without written details of the charges of what work would be done to repair a sewer cleanout and insider sewer pipe. A verbal overview was provided. I told the employee about the issue found by another vendor: the sewer line clean out was blocked with gravel and dirt. Here is what I was verbally told would be done: 1) Excavate area to put in new clean out, 2 feet deep and approximately 3 to 5 feet extended out from house, 2) repair the damaged sewer pipe clean out pipe, 3) place gravel under the pipe to provide support, 4) get inspector approval, 5) air jet line to make sure it’s clear, 6) use camera to make sure all is clear, 7) grade and seed area of yard excavated and 8) repair sewer pipe in basement that cracked, . Total estimate was $____, with a discount if paid in cash. Two technicians arrived but DID NOT have to use heavy equipment to excavate or air jet, and no lawn seeding needed. They dug a 2 ft deep hole and approx. 3 ft wide near the house with shovels and repaired the pipes. The technicians did do a good job, but the CS department didn't want to listen to my concerns or work with me. Summers is wanting to bill me for the full amount of the ESTIMATE, not for the actual work done. When I asked for an itemized bill, I was given a breakout for the pipe repairs, but not for the rest of the charges. I was told they only bill FLAT RATES. They were informed on Sunday that a stop payment was placed on the check given because I had time to think about and consult with others about the unreasonable charges for the work done, but they tried to cash the check anyway (possible timing issue). Now they also want to charge me a fee for this too. I sent a letter with my dispute to management along with a partial payment until the issue is resolved. I received a letter back from the CS/AP supervisor stating no partial payment will be accepted and the amount due is the same amount of what is on the estimate. “Our estimate does include but does not promise the use of the jetting machine, camera, or excavator.” My understanding of estimates is a guess of the cost of the work to be done, and not an actual charge of the work completed. So, how can they bill me for the services completed and equipment used that were discussed during the estimate visit, even though the estimate and actual work done are different?

  

  Business response

  03/07/2023

  Please be advised that a free estimate with written details of the work to be completed and charged was provided February 3rd, 2023. It was notated that day that the work to be done would be to install a cleanout outside and also the "y" repair in the basement.

  As confirmed  February 10th, 2023 the yard was excavated to install the new cleanout and it is true that Summers hand dug the job as this was going to be the most appropriate, safe and efficient way to complete the excavation for the new cleanout. The new sewer line and cleanout were installed. Gravel was placed under the new installation and the work has been inspected and passed. As previously mentioned the air jetting was not needed, it was included in the estimate if it should have been needed, there would have not been an additional charge to the original estimate of $3600.00 if it were to have been used. A camera was not used as it was not necessary, the repair was good and remedied the clog issue of gravel and dirt and water was flowing as it should thru the new cleanout. The camera was also included in the estimate if it should have been needed to verify any additional clog. The grade and seed has not been completed as it is recommended to allow a settling period for the newly moved dirt to prevent a dip in the customers yard. The grade and seed which has also been included in the cost estimate can be scheduled at a later date and with the representatives at Summers. A sewer repair in the basement for the "y" was also completed February 10th, 2023.

  Summers appreciates and thanks you for your inquiry about an estimate and if it is a guess of the cost of the work to be done or an actual charge of the work completed. Summers is able to verify after our internal follow up that we believed the cost of the job for the cleanout installation and basement inside "y" repair were both estimated and determined an actual cost as listed on your estimate, job ticket and invoice in the amount of $3600.00. This is of course before the applicable return check fee is applied should a customer submit payment by check and then said check is returned as cannot be processed for any reason. 
  

  Summers has billed our customer for the work completed, the cleanout install and the "y" repair in the basement. The cost estimate included the cleanout installation and the "y" repair. It did include if we should need to use an excavator, the use of a jetting machine or running a camera in the line, those items would have not been an additional charge if they should have been used to complete the authorized and approved work for the cleanout installation and "y" repair in the basement. 

  Please if there should be anything that we can resend to you to reiterate the written estimate, the work completed or the charges billed for the work completed contact our office. Or if the cleanout was not installed, the "y" repair in the basement has not been completed or may not be functioning correctly please call our Summers office. 

  Thank you for bringing this matter to our attention and for allowing Summers the opportunity to apologize for any miscommunication or frustration that this situation has caused. 

   

  Customer response

  03/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This is not a satisfactory response.  Frist, your organization did NOT provide me with a free estimate with written details nor an itemized bill for the actual costs of the services rendered.  The cost of the pipe repairs were broken out, but nothing else.  Second, based on the information I have gathered to date, the repairs of the pipes (sewer and basement) were $328 each, and the fee you were assessed for the Citizens Energy permit to complete the work was $209. Third, there is no need for any grade or seed on my lawn.
   I am not disputing that the repairs were completed.  I am questioning the $3,600 amount Summers wants to charge me for the ACTUAL work completed.   In consideration of the information above, I am still requesting an itemized statement.  The check sent to you for half the amount of the estimate was to show good faith that I am not defaulting on payment to Summers.  I have continued to ask for an itemized statement and you have refused to provide me with that in writing.   You indicated in your letter you will not accept partial payment and you won’t cash that check, but you did not return it to me either.   Why should I trust that you won’t take that check and cash it at any time?  Also, your organization wanting to charge me another $20 for the original check I stopped payment on (I informed you of this in advance) doesn’t seem to be very customer focused, nor does any of the responses I have received to date.  My experience with your customer service personnel has not been good at all. 
  My request is simple and reasonable ---I want an itemized statement outlining the charges so I can understand what the other approximately $2,600 is for that you want to charge me.  
  Sincerely,
  
  * *******

  

  Business response

  03/14/2023

  An attempt was made 3/10/23 to resolve the customer’s complaint, as is our policy, sending our manager to the customer’s home.
  It was confirmed with the customer that the quote was completed on 2/3/23 for the total of $4000 or $3600 if paid in cash.
  It was also confirmed with the customer that the customer called us back 2/7/23 to schedule the work we quoted on 2/3/23 and said work was completed on 2/10/23 in full and the disputed amount is due.
  We confirmed with the customer that there is no price difference between excavating the ground with an excavator or hand digging.  Hand digging was the preferred method because it would cause less damage to the customer’s yard.  It was also confirmed with the customer that the free service of using a camera and jetter after completion of our work was not needed because the line was flowing freely and there were no additional clogs that needed jetted or cameraed.
  During the visit to the customer’s home on 3/10/23, the customer stated no money was going to be paid at this time.
  The customer’s check that was received in the amount of $1800 is being returned by USPS today, 3/14/23.  We are also including another itemized statement showing the balance due.  This is our fourth statement provided to the customer.  We previously sent statement on 2/10/23, 2/17/23 and 2/24/23.
  The customer has not provided us with any reason why the previously sent itemized invoice were not satisfactory.  

  Customer response

  03/22/2023

  To Whom It May Concern:

  
  

  Thank you for your communication about this complaint.  Although the issue is not resolved, I don't believe it is going to be since Summers won't provide me with a detailed itemized statement for the $2,944 they are wanting me to pay on top of the other two line items of $328 each for the pipe repairs and $20 for the stop payment I put on the check. (they did send another statement with the total amount of $3,620).

  
  

  As an FYI, the communication I received from the BBB on 3/14/23 indicated I had 10 calendar days to respond, which should have been on 3/24/2023.  Regardless, the only response I would have made was not, it is not resolved.  There has been no change of position on either side, so I am not sure it makes sense to continue the communications through the BBB portal.

  
  

  I appreciate all the effort you have provided during this time.  Also, it is helpful to know consumers have a place to file complaints in hopes of a resolution.  This one has just not gotten there.

  
  

  Kind regards,

  ****** *******

  

  Business response

  03/29/2023

  While it is Summers PHC policy to quote/estimate or recommend work using a flat rate basis we will be further itemizing the charges as requested by the customer. We are mailing the further itemized charges in full totaling $3620.00 due, to the customer today in hopes that this will remedy the customers request for an itemized statement/invoice, in hopes to rectify charges due in full for work completed. 

*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. ↩