ComplaintsforPeterman Brothers Heating, Cooling, Plumbing & Electrical

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased an HVAC unit from Peterman **** in March of 2023. Since that date, the system has failed or had to be service 7 times and is currently not working at all. The install was on 3/9/23, It has had to be worked on due to failure to work on 3/10/23, 4/17/23, 12/5/23, 1/15/23, 4/2024, 06/19/24, 06/24/14 and we are currently awaiting parts so it can once again be worked on. I have asked *************** to contact me MULTIPLE TIMES, it has been over 90 degrees outside and has been 89 degrees in my house. I have requested twice that they set us up in a hotel or comp a room for us but no one has contacted me. I have been promised a phone call from customer care more times that I can count but no one has gotten back to me. We paid $16,000 for an HVAC unit that has only worked consistently for 2 months. The installer admitted it was installed wrong and has been in danger of starting an electrical fire, but the electrician has been reluctant to fix the issue. Instead of replacing the wiring that has resulted in the failure and disfunction of the unit, he wants to bandaid the unit and make the bare minimum fix, which could result in our house catching on fire. I don't think I should have to pay $16,000 for a unit that is dangerous and malfunctioning.

  

  Business response

  06/27/2024

  *******************,
  We understand how difficult this has been for you and appreciate you working with our Customer Experience team. We see that a solution has been presented and was accepted by you.
   Thank you for trusting Peterman Brothers. 

  Customer response

  06/27/2024

  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. 
  
  
  

  Regards,

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

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After they destroyed my yard by digging in the wrong area and flooding my basement last year. They keep telling me stories and excuses as to why the third party contractor hasn't fixed my yard.

  

  Business response

  06/14/2024

  *********************,
  Sewer work is a difficult job, we are sorry you had to go through this. We have been in contact with ****** and have been informed that you are scheduled for next week. You should be receiving a call from ****** if you havent already. We thank you for your patience and trust in Peterman Brothers.
  Kindly,Peterman Brothers

  Customer response

  06/18/2024

  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.]
  
  Regards,
  
  ***************************
  

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had Peterman install a new HV** system 2 years ago. Every summer I have complained that the ** will not reach my desired temperature and the system running all day long. Last summer the tech added refrigerant. This summer I called and complained and the tech took out a pound of refrigerant. After they left the system still continued to run and then the humidity in my home jumped 10-12%. I had to go out and purchase a dehumidifier and fans to feel comfortable until they could come back out. I called again and the tech they sent out said everything looked fine and showed me how to over cool my house to decrease humidity on my ecobee. That didnt fix anything. I called and complained again. The next tech patched a hole behind the thermostat and said that should fix it. I left town for a few days and when I came back my house felt warm and humid. I went and checked the thermostat. The tech adjusted the thresholds on the ecobee to have it display 2 degrees cooler than it really is and 4% lower humidity. That is boarder line fraud if you ask me. It is getting harder to find honest companies to work with.

  

  Business response

  06/04/2024

  Hello **********************,          
  We do want to thank you for your thoughts. Per your file, you have been working with one of our Customer Experience Coordinators to find a solution. We are working with you to figure out why this is happening and have a Senior Field Specialists at your home today to try to understand why this is happening. We have been to your home for your cooling maintenance on a yearly basis since you have had the system installed. Once in June 2022 and we did find your system within manufacturer specifications, again September 2023, also the system running within manufacture specifics. We are not here to deceive anyone and will work with you to find a solution to your concerns.
  Peterman Brothers

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We just finished dealing with a month-long plumbing ordeal that involved a lot of work and a lot of money. The main issue has finally been resolved, but we have been left with a large amount of debris that we do not know what to do with. Peterman Brothers says that their concrete contractors is responsible for removing the debris, and their concrete contractor says that Peterman Brothers is responsible. Meanwhile, we've had to remove a few hundred pounds of dirt from our basement ourselves, we've had a pile of concrete blocking our driveway for almost 3 weeks and we haven't heard anything from anyone since May 29th. We would just like the concrete removed from our property.

  

  Business response

  06/04/2024

  ****************,
  Thank you for your thoughts. We have had a Field Specialist at your home to remove the debris that was left behind. Per a call to you, everything is good currently. We thank you for your trust in Peterman Brothers.
  Peterman Brothers

  Customer response

  06/04/2024

  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. 
  
  
  

  Regards,

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

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Peterman to clean a drain line on 5/13/24. Ive used them several times in the past, with no issue. They offer a flat rate price of $83 online for drain line cleanin. Today I was told by whomever answered the phone that they cannot help people that own more than one property. I asked why, but she could never explain why. She merely just kept repeating that it's "their policy" and that they "cannot guarantee 5 star service to people who own more than one property". First of all, it is NOT their policy. As I stated, I've used them for this same service on other properties. And this "policy" is not stated anywhere on their website, which is where I initially contacted them. Even when setting up the appointment online, it never once states that they cannot help someone with more than one property. Second of all, why would you only be able to give 5 star service to someone with only one property, but not 2 or more. That's just a nonsensical comment given to shut me up. I then asked to speak to a supervisor, but she told me that she has no supervisor and there is no one above her that I could talk to. If you advertise something online, then it has to be provided to everyone. You cannot make up restrictions as you go along. This is false advertising. They're offering this reduced rate to bring in new customers, and that's fine...but that promotion has to be given to everyone. They use this to bring in new business, and I have just as much, or more, new business to offer them than anyone else does. Because I own more than one home should not exclude me from ANY service from ANY company. This is an advertised rate that they have offered for numerous years and I see no restrictions noted anywhere at all on the website. If they cannot offer this rate to me, then it needs to be removed for everyone.

  

  Business response

  05/14/2024

  *****************,
  We do appreciate your business in the past.Per your file, the last time we were out to one of your properties was April 2022 and it says that you own and reside at this address.
   When you go to our website to schedule, you find a disclaimer under the details tab just below the price for a drain clean:
  Disclaimer:Reasonable outside clean-out access required or additional access charges may apply. Owner-occupied homes only. Valid M-F during regular business hours. Not to be combined with any other offers discounts or previous purchase.
  This is our policy;it is what works best for our company to provide a 5-star level of service to our customers. ********************************************* is and has been committed to helping the homeowner since 1986.
   By using the website to book a call, you have been able to bypass saying that this is a rental, nor has it been included in the notes for the problems, you have always said that these properties are owner-occupied. As you mentioned on the last call you made, you own 25 properties.  We understand as a property owner, the urgency of getting a repair done when they occur, can be a challenge.We do know that there are companies that will partner with you and all the properties to make sure you get the services needed when they happen.
  Currently,Peterman Brothers does not service ******************* Companies, Corporations or Commercial Businesses, due to challenges that we have faced in the past to provide a proper level of service and clear communications. We have been committed to helping the owner-occupied homes since this was the vision in 1986 and the base of this company.     Peterman Brothers

  Customer response

  05/14/2024

  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.]

  Peterman's response is a complete lie.  I have never once told them that I reside in ANY of the properties they have serviced for me.  That's just their attempt to get out of this complaint.  The facts are the facts, and they're attempting to avoid the facts here.  Their rate has to be given to everyone, not just people that reside in a home.  Their advertisements are misleading and not factual.  And saying that they can only offer 5 star service to someone who only owns one home and not more than one is simply ridiculous.  They're obviously not interested 5 star service at all, or there wouldn't have been a reason to file this complaint.  So, due to their false advertising, I will now file a complaint with the Indiana Attorney General.  Their response is simply nonsense and they've not given a logical answer to anything here.  Also, they REGULARLY service people who own more than one home and they aren't given this same runaround.  I know this for a fact as I am friends with some of them.  

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

  
  

  

  Business response

  05/16/2024

  *****************,   
  

  We are sorry that you feel this way. Our focus has changed since we have been to one of your properties, this is a business decision that works best for us.
  

  Per a call that was recorded on 3/29/22, you did state that you reside and owned the property that you were calling for a drain clog. When the Service Professional came to your home, he noted the following on the invoice:
  

  ******* is the landlord for a duplex. Currently the unoccupied address has a clogged kitchen sink that ******** noticed getting ready for new tenants. 

  Per the note, you do own the property. Facts are facts.
  

  We are positive that you make decisions often that effect how you handle all your rental properties, as any business should. In our opinion, Peterman Brothers is our responsibility, however, we are not servicing ******************* companies.
  

  As far as our advertisements, we do have disclosures saying that the property should be owner- occupied, especially under the details on our website as told in our earlier response.
  

  If you feel it necessary to file with the States Attorney to show that we have made a business decision to service owner-occupied homes as our niche in a very competitive field, please do. We will defend why we have chosen to make the business decisions that we have. We do appreciate your business in the past.
  Peterman Brothers

  Customer response

  05/21/2024

  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. 

  Peterman has done NOTHING to fix the issue here.  They've made up fake policies that say they can't work with people that own more than one home because they can't offer 5 star service to more than one home.  That's just nonsense, and they just keep repeating it thinking it'll make more sense if they say it over and over again.  They simply don't want to offer their discounted drain line cleaning rate more than once, so to get around that, they just say they can't offer great service to someone with more than one home.  That doesn't change the fact that they're advertising a service and a price, then refusing to honor that.  That is false advertising.  Simple as that.   If you can't service someone who owns more than one home, then you shouldn't even be in the plumbing business.  They service other landlords I know who own multiple properties, so their "policy" is just made up and not enforced.  They're just refusing to honor something they advertise for no valid reason.

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************

  
  

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last may Peterman came to repair and replace sewer and water lines from the house to the street. I was advised they would bee back to level the dirt in 5 to 6 months. Started filing complaints with ******* 4/16 and as advised I would be contacted the next week to set up the appt. No response and have called and texted her two more times with no response. All I want is my yard repairs as now in a hard rain the water builds up and is coming into my basement. A 20 minute job to level the dirt is all I ask

  

  Business response

  05/02/2024

  **********************,
  We are very sorry for all this frustration you are going through. It should have been communicated to you that you have been placed on the schedule for May 7th to level your yard.
  We have had record rain this past month. Here in ************, we received over 7 inches and the normal precipitation is just over 4 inches for ****** With this said, it has been very difficult to do any leveling. We should have communicated this better with you, for that we do hope you accept our sincere apology.
  Thank you for allowing Peterman Brothers at your home.
  Peterman Brothers

  Customer response

  05/12/2024

  Response came from Peterman stating they scheduled the work to be completed on May 8th. They did not show up or contact me to explain why.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my sump pump drainage line repaired by Peterman on 4/25/24. During the repair they damaged an irrigation line in our yard. They did not tell us before this line repair that if they damaged property they would not be responsible for fixing it. They did not allow up to read any documentation other than signing approving the work before the work began. Before I agreed to pay the man in charge of this work told me verbally that Peterman would be responsible for the repair and would reimburse us for this. Today 4/26 they changed their mind and said they arent responsible and won't be paying for any repairs. It was their responsiblity to mark any lines before work began. I expect them to fix the damage or reimbuse me for the cost to fix it ourselves. This was a $9000 job and they should be responsible for damage.

  

  Business response

  04/29/2024

  ************************,
  We are a bit confused by this review. Per our Customer Experience person, there was a phone conversation followed by an email to you on 4/26/24:
  

  Dear Valued Customer, I really appreciate you taking the time to speak with me today. Once the repair is complete, please send me the invoice to this email and I will have our accounting team process the payment.We sincerely apologize for the inconveniences weve caused during this process but rest assured, we will make this right. If you have any additional questions or concerns, please let me know and I will be happy to help. 
  

  Please reach out to the Customer Experience person that has provided this solution to you for any clarifications.
  Thank you for allowing Peterman Brothers at your home.
  Peterman Brothers

  Customer response

  04/29/2024

  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. 
  
  
  

  Regards,

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

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Peterman brothers come out and repair my water heater. When the technician came out to check it the tech informed me that the element needed to be replaced. Not even a full 2 weeks later the the same part went out again. I called and informed them they came out then stated that I needed a new water heater. My issue is I called and stated since they didn't properly repair it the first time than I wanted some of my money back. They stated that they couldn't do that. So now I'm out of 325 with no hot water. Please let me know if you have questions I can be reached at ************.

  

  Business response

  04/23/2024

  Thank you for taking the time to send this review We have sent our Service Professionals out to your home in February and March, they assessed the problem with your hot water tank, and presented 4 options There is an Economy, Budget, and Premium option, all showing the cost to replace the hot water tank and one was just to replace the element on the bottom of your tank. We replaced the element per your request,but then we were called three more times to come back to the home because there was no hot water. The tank was tripping the breaker in addition to also burning out the element that was installed again on a  different visit. We did discuss with you that there was a bigger problem and did recommend that the tank be replaced.
  
  In response to the desired solution, we have been to the home five times in a six-week time frame and have done what you have asked. We are willing to apply your expenses towards a new hot water tank installed by us at your earliest time, you have said that you were going to shop around.  We understand that you need to make the best decision for your home. We thank you for allowing us in your home.
  Peterman Brothers 

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My experience with Peterman Brothers regarding the installation of our HV** system has been nothing short of frustrating. While I initially hoped for a smooth process, the reality has been far from it.Upon installation, we were informed that the ** unit we had purchased was out of stock, and instead, they installed a heat pump without consulting us. We were assured that they would promptly swap it out once the ** unit became available. However, despite our repeated attempts to follow up, we've encountered a significant lack of follow-through.Every time I call to inquire about the status of the replacement, I am forwarded to the install team, but unfortunately, that's where the communication seems to end. Despite providing my information repeatedly, I have yet to receive any meaningful response or progress update.While I understand that unforeseen circumstances can arise, the lack of communication and action on Peterman Brothers' part is deeply disappointing. It's disheartening to feel like our concerns are being brushed aside, leaving us stuck with a system that doesn't meet our needs.I urge Peterman Brothers to prioritize better communication and accountability with their customers. As it stands, I cannot recommend their services to others, given the frustrating experience we've had to endure.

  

  Business response

  03/14/2024

  ******************,
   We apologize that our communication was lacking and left you feeling brushed aside, this is not our intention. We always aim for a great experience and take great strides to make these experiences better when we dont meet expectations. A member of management has reached out to discuss your concerns and questions. Per the conversation, we are getting this squared away and moving forward.
  As we will always do our best to make sure our customers are given 5-star service, please accept our apology for this delay, we do hope that we can regain your trust in Peterman Brothers.
  We thank you for the opportunity to service your home.
  Peterman Brothers

  Customer response

  03/21/2024

  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. 
  
  A sales manager reached out last week and said I will hear from the install team to set a date to swap out the heat pump for the ** unit we paid for. I still have not heard from the install team.  
  
  Regards,
  
  ***************************
  

  

  Business response

  03/22/2024

  *****************,
  Thank you for your patience while we made sure the correct piece of equipment was available for the swapping of the heat pump. As of this writing, we do have you on the schedule, Tuesday morning, 3/26/24. As we always do, we will give you a call at least 30 minutes before the team arrives at your home. Thank you for having us at your home.
  Peterman Brothers

  Customer response

  03/22/2024

  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. 
  
  
  

  Regards,

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

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tuesday I *********** and the plumber was kind but flooded my bathroom and laundry room and scratched my bathroom floor when removing the toilet. I've been doing laundry and trying to clean since. As someone with a brain injury and unable to bend down, I can't clean up this mess quickly. It flooded my room, my wood floor is scratched and the floor around where the toilet was moved is all scratches. I've got pictures and they've never been asked for. I almost passed out when the guy was here trying to clean up the mess, and he went outside. NO ONE WILL CALL ME BACK. I just want communication. It's been over 24 hours and I've called 5 plus times and no one will talk to me about it or be concerned. I've been in tears all day.....I don't know what to do. They screwed this up and I've been nothing but kind and still can't get a resolution or help. I'm tired of walking in gross nasty water junk. I paid $800 but signed up for a yearly contract so it wasn't over $1000. I want the contract canceled at this point and refunded. I told this guy it was the sink clogged not the toilet. UGH. I'm so frustrated and they don't care. Why am I paying to clean my house and have scratched in my wood floor that's 1 year old?? They also dripped stuff through my house my dogs tried to lick up. The supervisor came out, they knew something was wrong.....

  

  Business response

  02/22/2024

  **************,
  Thank you for this review. We are sorry this has happened and have been working on this being remedied. Per the call with you this morning, we have presented a resolution, and you were happy this would be taken care of soon.
  We did send a supervisor to the home; he sent a camera into the cleaned-out pipes to ensure the blockage was removed since we had been out recently for a clogged drain. The ********************* informed you about your solutions and what you can do so this will not occur again soon.
  Our Customer Experience team member does have your best interest at heart and is doing everything to make this right.
  Thank you for allowing us in your home.  Peterman Brothers

  Customer response

  02/23/2024

  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 

  I don't think it's fair I'm still paying for the yearly contract, I would like that canceled, and that I am paying for the original service! I'm going through a hassle and people in and out of my house and my dogs locked up and all this,  and the spat said I have to pay because my water is working!! I think that's a bit crazy.  

  The guys that are here are kind, but i can't believe i have to pay for the original service or continue my contract!
  
  Regards,

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

  
  

  Customer response

  02/26/2024

  I now have 4 bags of wet clothes, blankets, and towels that have been wet since the flooding....I can't get in to do the laundry and my anxiety and brain injury keep me from doing to the laundry mat.  I'm SOOOO FRUSTRATED. This is supposed to go on for DAYS longer.... my clothes and things are going to be RUINED.  

  

  Business response

  02/29/2024

  **************,
   We are sorry for any inconvenience this has brought you. We understand your frustrations with having this happen and are taking all the steps necessary to make this better for you. Unfortunately, this is going to take time. When we were asked to unclog your pipe, the clog and everything in that pipe took the path of least resistance and came up through another drain in your home. A Customer Experience team member called you within 24 hours of the complaint reaching that department and immediately called a remediation company to come to your home and start cleaning up the waste that came through your pipes.
  Per your request, your membership has been canceled by you and your file has been updated.
  Our Customer Experience team member will be working with you on the next steps since the remediation part is finished.
  Thank you for allowing us into your home.
  Peterman Brothers

  Customer response

  02/29/2024

  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. 
  
  [What about the reimbursement for the costs on my charge card? I appreciate the cancelation of the contract so quickly!]

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

  
  

  

  Business response

  03/01/2024

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

   The charge for the work that has been done should be addressed with the Customer Experience team member you are working with. They are able to answer any questions or concerns that you may have. 

  Thank you for having us in your home.

  Peterman Brothers

  Customer response

  03/13/2024

  This is NOT closed.  I am still waiting for my house to be completed.  There has been NO more work done since the remediation was completed.  I want my refund and some compensation.  I have been without the bathroom and laundry room for 3 weeks now.  This is ridiculous.  I cant even get someone to call me back.  I cant get it transfered to a manager.  I was JUST told yesterday by the person that is supposed to be putting the floor in, that has never been here, is in the hospital, I have never been informed.  Is there no one else?  Why is no one communicating with me???  I just want communication!  I am so stressed over this.  Keeping my animals blocked off from certain parts of my house with different furniture and such. Something HAS to be remedied.  SOON.

  Customer response

  03/13/2024

  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.]

  This is NOT closed.  I am still waiting for my house to be completed.  There has been NO more work done since the remediation was completed.  I want my refund and some compensation.  I have been without the bathroom and laundry room for 3 weeks now.  This is ridiculous.  I cant even get someone to call me back.  I cant get it transfered to a manager.  I was JUST told yesterday by the person that is supposed to be putting the floor in, that has never been here, is in the hospital, I have never been informed.  Is there no one else?  Why is no one communicating with me???  I just want communication!  I am so stressed over this.  Keeping my animals blocked off from certain parts of my house with different furniture and such. Something HAS to be remedied.  SOON.
  
  Regards,
  
  *************************

  
  

  

  Business response

  03/14/2024

  **************,
  We understand how frustrating this can be when you are without laundry and a bathroom. Our Customer Experience team member has been in contact with you, (2/21, 2/22, 2/27, 2/28,3/2, 3/6, 3/13 and 3/14) and has explained what the next steps are. Since the remediation has been done, an insurance claim has been filed on your behalf since our Home Repair Technician is in the hospital. You will be contacted by an insurance agent that will be handling your case. We will be updating you once we know as well. The Customer Experience Team Manager has reached out to you to hear your concerns. We have been taking all the necessary steps to resolve this for you, it is unfortunate that this has happened.
  Thank you for allowing us into your home.
  Peterman Brothers

*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. ↩