ComplaintsforPeterman Brothers Heating, Cooling, Plumbing & Electrical

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a new ac/furnace installed in May 2022. Three weeks after the labor warranty expired, the ac quit working. A technician came out and said it was low on Freon. Eight weeks later, no ac again. Another technician came out and said no Freon again. Four weeks later on September 22, yet another technician came out and said there is a leak in the coil and that it came from the factory like this. The coil is under warranty; however they want over $1500 hours in labor to replace the coil-$384 an hour. I called customer service on September 22 and she said she would get to me. She did not. I called again on September 25 and she said she was waiting on her supervisor and would call me back. No call. I called again on September 26 and she offered a 25% discount on labor. I repeatedly explained to her that I should not have to pay for a faculty product. I told her I was going to turn this over to my attorney. She assured me that she would get back to me. I have heard nothing since that time. I have never heard of anyone charging almost $400 an hour and I should not be responsible for labor for a part that was faculty from the factory. I want my ac fixed.

  

  Business response

  10/11/2023

    Ms. ****,
   Thank you for your review.  We understand how frustrating this must be and have offered to help reduce the amount of the labor cost.  If the company that installed your system registered this within 60 days of the installation, the Runtru, (the name of the manufacturer that made the unit), the following warranty is directly from their website:
  

  Registered Limited Warranty lengthens the term of your warranty if your product is registered within 60 days of installation. It covers parts that might fail due to manufacturer defect, but not the labor to replace them. In most cases, this warranty lasts for 10 years, but length of coverage may change depending on the product.
  

  This can be found at runtruhvac.com/warranty/ 
  

  On 5/31/23, a technician was at your home, the findings were that there was not a leak but did add .9lbs of Freon, (see attached invoice). On 8/26/23 we were called to your home. A gas leak was found at the black pipe drip leg and a refrigerant leak was found at the flare fitting inside at the piston on the evaporator coil. These findings were fixed, and the system was charged to manufacture specifications,(see attached invoice). The last time we were at your home, 9/22/23, the technician did a thorough leak search, and found end bells on bottom left side of evaporator coil to be leaking, this is when we informed you that the coil was needing to be replaced, (see attached invoice).   
  

  It has been noted by Ms. **** that this is a part that was faulty from the factory, and she informed all the technicians of this when they were at her home. Peterman Brothers has no evidence of this nor was any given with this complaint.
  

  Peterman Brothers has offered a 25% discount on the labor to help reduce the cost of this repair if you choose to schedule a visit.
  

  We thank you for the opportunity to service your home.
  Best Wishes,
  Peterman Brothers

  Customer response

  10/13/2023

  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. 

  I did not say that the coil was faulty from the factory; the technician stated that fact.

  I should not have to pay even $1,152 (25% discount) to have the coil replaced.  I still have received no response from the company that the part is even available.

  I will take this to court if I have to.

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

  
  

  

  Business response

  10/16/2023

  Ms.****,
  Since we didnt install this system nor do we install this brand, we would not know if the part was damaged at the time this was installed. We have offered to help you and would be happy to get the part to fix the system, but we have not heard from you to take that step.  Per the last call with you, 9/26/23, you were given the choice for us to come fix it with the discount, your answer was to say that you were getting a lawyer and dragging us through the mud.
  We do hope you went to the manufacturer website to make sure your system was registered by the company that installed your system and confirmed the warranty listed in the first response. 
  As a consumer, we do recommend that you contact other companies and see how they would address this situation.
  We thank you for the opportunity to service your home.
  Best Wishes,
  Peterman Brothers

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This work was performed on August 11th, with a 30-day parts warranty and 1 year repair warranty. Peterman technicians that have since come out on multiple follow up appointments have confirmed the work was done incorrectly and needed to be corrected. Weve had technicians from Peterman out the same day the repair was performed, requested assistance from repair failure on September 7th (2 appointments that day), Sept 9th, 10th, and 11th (2 appointments again). Every visit from the 10th and beyond weve requested a refund. We emailed them a notice to respond with a refund (detailing the reasons and faults) on September 12th, with a deadline to resolve by Sept 15th at 5pm EST. They acknowledged receiving this message, and have not responded with anything but, ********* to management and get back to you. I called them yesterday multiple times (Sept 18th) and the customer service team told me theyd hear back by early afternoon Sept 19th. We have not heard back and would like to dispute this charge, as the vendor is ignoring their promised warranty and caused extensive damage to our property reaching far beyond this charge. Please see document titled "Peterman Repair Timeline" for a full timeline of events and details of damage escalating.

  

  Business response

  09/26/2023

  Dear ******,
   We apologize on behalf of Petermans. We do always aim for a great experience and take great strides to make these experiences a learning experience when we dont meet expectations. Our Customer Experience team member reached out to speak with you to address your concerns personally and was in contact with the management team. Your inquiries to the Customer Experience team member were beyond her knowledge and she did need to say that she would get with management to clarify what you were asking.
  We are sorry you felt ignored, that was never our intention. Our Customer Experience team member did reach out on the morning of September 20th and left a voice mail, this call was returned by you,and the information that management had advised was discussed.
  As of this response, you have been refunded the full amount. We thank you for the opportunity to service your home.
  Best Wishes,
  Peterman Brothers

• Initial Complaint

  09/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I reached out to Peterman Brothers for an HVAC Estimate because of an advertisement stating a Price Match Guarantee. The guarantee stated Show us any HVAC Estimate & well beat it. If we cant we will pay you $500. I had already received a competitors estimate and reached out to Peterman because of the add in hopes they would be able to offer a more competitive price. *** from Peterman Brothers came out from the ***************, ** location to give me a quote. He gave me a verbal quote of $18K while looking over a competitors quote. He stated he could not match or beat my current quote. He also stated they do not price match nor do they beat ANY HVAC estimate. I communicated the ad to him and he stated I would need to contact customer service. I reached out to customer service on (2) separate occasions and they stated that a representative would contact me back later to determine a resolution. At this time, I have not been contacted by anyone from within the organization. Since they are unable to price match or provide the $500 dollars as promised within the body of the advertisement, I am therefore reporting this advertisement as a scam and/or false advertisement. It is my preference for Peterman Brothers to honor their commitment, however, should they choose not to, I want to warn others so they are not taken advantage or waste time with what is clearly just a false marketing ploy.

  

  Business response

  09/19/2023

  Dear *****,
   Thank you for your thoughts. You are correct in saying that we are offering a price match guarantee. A price-match guarantee applies to like equipment, accessories, warranties etc via licensed HVAC provider and is not valid on repairs, $500 is in the form of an estimate credit and only valid with an installed new HVAC system. Not to be combined with any other offers, discounts, or earlier purchase.  Per the estimate you provided, it included duct work, we dont match the cost of duct work, *** was correct in saying this and there was not a licensed HVAC provider listed on the proposal provided to us. *** provided you with a verbal quote that included the duct work but was aware that he could not match what he was shown.
  Our Customer Experience Coordinator has reached out to speak with you so that we would be better able to address your concerns personally. If there is anything we can do to assist you further,please contact us at ******************************************** Unfortunately, at this time, we were not the right solution.  We do hope you will consider us for any of your future tasks.
  Best Wishes,
  Peterman Brothers 

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attempted to reach out to the company regarding an ongoing project that there are a ton of issues and I feel like we are just getting the run around on. The original project started and was estimated at around $16,000 and now the total is close to $35,000. This is more than a 50% increase in the original estimate. I have asked the individuals to speak to someone else in the company, and as of this writing, they have not provided anyone that is higher in management.

  

  Business response

  07/31/2023

  ****,
   We are sorry you feel that you are getting the run around. When someone calls into ***************** they then assign a task to Customer Experience. Once Customer Experience reviews the file, they then reach out to the customer.
  When we are called for sewer work, we will use a camera to investigate where the problem lies. The camera tells us where to start but sometimes when we get into the area, there can be other problems not foreseen since all pipes are underground and sometimes it requires more work than expected.
  Customer Experience has reached out and worked closely with the team that was at your home, ***** Peterman was on the jobsite to discuss the project and answer questions.
  Again, we are sorry you felt this way, it is never our intention, and we strive for a 5-star service for every job. Thank you for allowing us into your home. Peterman Brothers 

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called peterman plumbing out because our main line was clogged. They told us the only option was to dig up a section of the yard for $8k. Which ended up being only 10ft pipe and a clean out. Petermans tried to get us to replace all of the plumbing but we could not afford that being they wanted another $15k. They showed us tree roots in our pipes but told us the CITY needed to take care of that. our main line didnt last ONE month before it was backed up again. Had to go to the city and file an affidavit. The city showed us roots in our line and said PETERMANS were supposed to clear those. So the 10ft pipe was replaced in our yard for no reason. They tried to tell us all of the pipe in our yard was **** and needed to be replaced but we were shown video by the city that our pipes are all plastic. Not matching what petermans said it was.

  

  Business response

  07/26/2023

  *******,
   Thank you for your thoughts. Peterman was called out to your home due to a clog; we did run the drain cable, but we were unable to restore the flow for you. At this time, we did supply an estimate for a drain line repipe, (see attached) and we called for a camera to come out.
  We did send a camera through the pipes, going toward the city and going toward the home. You were shown the camera view and the bellies that were in your PVC pipe that was backing up with sewage. We discussed with you a few solutions and you choose to replace the 10 ft spot repair and clean out. this was installed, (see invoice). We ran a cable and hydro jet once finished to make sure there wasnt anything obstructing the drain,(see attached invoice).  This was one of the solutions to restore flow to your home, it was explained that there are other issues that will need to be addressed down the road. We were scheduled again to come out on July 25 for a clogged drain, our dispatch team called 3 times and left voice mails to contact us back, letting us know that someone is home. We were unable to reach anyone.
   We would like to thank you for allowing us into your home.Peterman Brothers 

  Customer response

  07/26/2023

  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. 
  
  

  We were told that the CLAY **** in our yard had several bellies and needed to ALL be repaired. But the cheapest solution was to at least do the 10ft line to get our lines opened up. *** did show me a video of tree roots almost closing the **** but told us that  the city needed to clean that out. After receiving an affidavit from the city, in the pamphlet it says the city is not responsible for sewage, paper, or ROOTS. ONLY structural damage. 
  

  after filing an affidavit the city came out to access what was going on in the ****. They also ran a camera. Showed me and told me that the **** all the way up to the house was NOT **** that it was PVC and that sure it had bellies but that is NORMAL and would not cause any issues. Also let me know that clearing ROOTS was a PLUMBERS job, not the city. However they cleared my line at no cost. Peterman was supposed to forward the video of roots in the line to me and the city but conveniently neither one of us received that video.  
  

  the problem was fixed by the city before peterman ever came back out. Which i let them know via text that they werent needed at that time. 
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************************

  
  

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/8/2022 I had a new furnace and air conditioner installed the installers dropped. The unit did not open the valve and the air conditioner squealed. Since then they have made attempts to repair it at least nine documented times with there being about 15 technicians coming out to look at it they have made excuses of replacing duct work, replacing anything they could, except for the unit. They determined that it was bent and unfixable on 7/6/2023 they agreed that the unit was not fixable since then they have given me excuses that they are investigating they have made excuses of replacing duck work replacing anything they could except for the unit I have waited to hear back from them and called numerous times. Finally someone calls me back and they have not investigated anything and said they are just going to replace the air handler part. I asked to talk to someone in charge and they just relay my messages to someone else that calls and says they want to replace the air handler part, so they were supposed to install it for the last week and a half and no one has showed up to do it. I talk to someone today and they said they were not gonna do anything but replace the air handler and someone will be out and no one showed up again . All in all the unit was bent from day one they dropped it and have made excuses to repair it time and time again it now has not worked at all for a week and a half with no resolution.

  

  Business response

  07/20/2023

  Dear ****************,
   Thank you for your thoughts. You are correct in saying that we have tried to make this right for you, and we are sorry you feel that we have made excuses to correct this. We do strive for a 5-star experience and in your case, we didnt meet expectations.
  You mentioned appointments that we never showed up but didnt include the dates other than the nineteenth.While speaking with our Customer Experience team member, she did confirm that we were sending someone out on 7/19/23 and you did mention on another call that you received a text that our technician was on the way, on both calls, you stated that you didnt want us out on those days, so those appointments were canceled per your request.
  Our Customer Experience Team is asked to reach out to the customer just to introduce themselves and provide our customers with a direct phone number for questions and concerns and you can contribute your thoughts for our investigation of your complaint.
  As of today, a settlement has been reached in agreement on both sides. We would like to thank you for allowing us into your home. Peterman Brothers 

  Customer response

  07/20/2023

  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. 
  
  
  

  Regards,

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

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an over $17000 AC unit and furnace for it not to work a few weeks later. Made several calls and finally got a tech out. He was here for several hours and let me know that a part failed on this brand new unit. We are in the 80's on this house. We are a disabled household. My father is a disabled army veteran in remission from bladder and prostate cancer among other things. We asked for a portable AC unit at least because it's not and they said they would let us know. They call my dad and said someone will bring one and then nothing. No answer! No one can reach him. No one can do anything and they went home. Meanwhile we are hot. I'm sleeping on a couch downstairs with two kids.y dad is sweating it out and my other kids are suffering as well. If it's 83 downstairs than it's almost 90 degrees upstairs where all the bedrooms are. They lied about product, service and availability!

  

  Business response

  07/19/2023

  Dear ***************,
  
  We apologize that your install did not go to plan, causing the system to have issues shortly after installation. Once we were made aware of the issue we promptly resolved it.Your system did encounter another issue a few days later. After our diagnosis,we determined that your wet switch was triggered and shut the system down to prevent damage. The system was producing condensation due to the elevated humidity levels that were present in your home, stemming from a leak elsewhere in the home. We sealed around your ductwork to help prevent the condensation and reset your wet switch. As of our last appointment, the system was functioning properly. We thank you for the opportunity to service your home.
  
  Best Wishes,
  
  Peterman Brothers

  Customer response

  07/20/2023

  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. 
  
  This is not the 100 percent satisfaction guarantee that they claim to have. I let them know I am not happy. The resolution was to terminate and remove unit after delayed responses to fix the problem. Issues were not resolved immediately or treated emergent until days later and many calls and messages from myself and my father. I have numerous witnesses as well as documentation that the leak didnt have anything to do with this system malfunctioning multiple times. My leak was handled professionally by a restoration company that was present when they were there multiple times troubleshooting their bad install. I also had another company come look and give a second opinion since we had no air for days! They have pictures and notes on situation as well and it had nothing to do with my leak! I have proof from multiple sources. My leak was secondary and unrelated to this issue as we recently purchased a new home. Peterman has yet to reach back out. They are replying to all social media complaints trying to clean up this mess. They dont really seem to have management at all just customer service and when they pretend to escalate they get upset and expect you to be polite knowing full well what it took to get there! Im sharing with everyone. This isnt a resolution of satisfaction. 
  
  Regards,
  
  ***************************
  

  

  Business response

  07/31/2023

  Dear ***************,
  
  Thank you for your feedback. We are glad to hear that as of your last service appointment on July, 17th 2023, that your system is functioning properly. We have not reached out as we consider this matter resolved. Our 100% satisfaction guarantee states that we get the opportunity to resolve any issues that *** arise if your system is not functioning properly. In this instance the system was functioning properly. A safety feature, the wet switch, detected water in your pan under the system and shut it down for various safety reasons. Whether the leak in your home was the cause or not, higher than normal humidity levels were present in the home. We made the necessary adjustments to your home and the system, free of charge, to restore its proper and safe function. We thank you for your patronage and we will be glad to service your system if any issues arise.
  
  Best Wishes,
  
  Peterman Brothers

  Customer response

  08/03/2023

  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. 
  
  The repairs were not timely! We suffered for two weeks with a brand new system. You dont care about 100%guarantee because we were not satisfied and are not confident in your services! You have lied about everything and are trying to hold us hostage with financing. Eventually, you will not be able to continue to do this to customers. We have a voice and you ignore it! It doesnt end here we just want potential customers to miss this mistake like we did! What happened to the compensation and making it right? Still waiting.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid for peterman to move a washing machine drain line off the floor. The plumber said he could easily drain it into an existing wall drain that is located in the basement . In the process the plumber broke the pipe fitting that goes through the wall and fixed it with a piece of rubber. The plumber never told us or his company he broke the pipe fitting. The drain drained awesome for about 2 weeks then it started to back up and flood the basement (thank goodness we just waterproofed the basement). Come to find out (after peterman sent a camera out to scope the drain line) the drain is abandoned its been 3 weeks to a month and the issue still isnt fixed. We just had the general manager out and and he stated the assumption was the drain line was a good drain and the could cap the abandon line and put the drain line back on the floor. This is unacceptable we paid for the washer to drain into a different drain off the floor. We have had a number of peterman plumbers out which most has said peterman will fix it because its their mistake.

  

  Business response

  07/19/2023

  Dear ********************,
   We have offered to fix the connection that we have broken, however, it has been determined that line is not connected to the septic, and we have offered to quote you the cost to connect the line. A resolution has been offered and once we hear back from you, we will move forward in resolving this situation. Thank you for allowing us into your home.  Peterman Brothers  

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a brand new HV** system, for approximately $15,000, which was installed in late March. There were some hot days in April and when we tried to turn it on, it didn't work. It wasn't until June 2nd that we had our first visit from a rep. **** rep filled up the ** unit with freon and said everything was good to go, but it still was not working. A rep came out a second time (June 9th) and told us their was a leak in the compressor. The third time someone came out - June 23th, they fixed the compressor but said there was a different problem - a ***********. Well we were coming up on a hot weekend - high of 90's, so they said they'd leave some cooling units before they left. They never did. We called them and they said they'd drop them first thing Saturday morning. **** also did not happen. So here we are at the fourth visit on June 26th. The rep spends approximately 8 hours at our house - until 11pm mind you - to put a temporary fix on the coil since there is a back up somewhere in manufacturing of coils. However, one of their selling points was that they partner with ****** here in ************ and can get parts quick. The rep that came on the 26th mentioned this part could take 1-2 days, weeks, or months. Well we have already past some really hot weekends, with more to come and still no functioning **. I called the company on June 27th to speak to customer experience to express my concerns, but they only said they would forward my information to them. I find it extremely inconsiderate that we have not been contacted, and that they would leave us without ** in the middle of summer with small kids, have strangers at our house until 11pm at night, and make no effort to resolve the issue. They are tracking what's happening, they know when they've been to our house and what's going on, and nothing. No concern what so ever.

  

  Business response

  06/29/2023

  Dear Mr. and ***************,
   Thank you for this review. We do apologize for the inconvenience and frustration this is causing you. The first call from you about the cooling system not working wasnt until June 1st, during that call we were able to schedule a technician to visit your home the next day.
  You are correct in saying that we have made multiple trips to your home. The last time we were there, ************** was there until he had made sure you had a working system to keep you and your family comfortable. At the time of this response, we had not heard that the unit is not cooling the home.
  Since Covid, the supply chain has not caught up and we are still experiencing delays in ordering parts from different warehouses. It has been a struggle on our side and a frustration as well.  Once this part is in, we will get you on our schedule at your earliest convenience.  
  We do care about our customers, which is why we are doing everything we can to help keep the home cool. A Customer Experience Coordinator has reached out and left a voice mail, we will be checking in to make sure everything is going alright until the part comes in.  Thank you for allowing us to service your home.  Best Wishes, Peterman Brothers

  Customer response

  06/30/2023

  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. 
  
  We paid for a brand new AC system. Not a patched up one, which is what we are working with now. Peterman has had to make 3 repairs on this unit in less than 3 months of install (filling with freon, fixing the compressor, and fixing the coil). Now I'm not an expert, but I do know that having to fill a 2 month old unit with freon is not normal. So why we were told that at their first visit, when the tech filled it with freon, that we were "good to go", and the leak wasn't found until later, is beyond me. We do not want to wait for this part to come in. I can't imagine Peterman doesn't have new units in stock to complete this project. Install a new unit, and please stop inconveniencing our family. Additionally, once I was finally able to get a hold of customer experience, they mentioned they would present our request for a new unit to management and get back to us. We have not heard back. So no, this complaint is not resolved. 
  
  Regards,
  
  *******************
  

  

  Business response

  07/18/2023

  Dear Mr. and ***************,
  
  We have secured a replacement condenser for your home and called to schedule the installation on 7/13/2023. On 7/18/2023 you called us back and made more demands before you are willing to commit to scheduling. It appears that the goal line has changed again. We are doing our best to work through your issues and demands with you,but these subsequent requests continue to delay things. We did complete a patch repair on your system so that you and your family would have air conditioning while we worked on securing your replacement. We have also authorized a partial refund for the inconvenience and the experience thus far. This will be issued when the release form is signed and returned. We will continue to work with you through this process, but the additional demands are delaying the resolution that you are seeking.We look forward to completing the requested replacement of your condenser.
  
  Sincerely,
  
  Peterman Brothers

  Customer response

  07/19/2023

  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. 
  
  You, Peterman Brothers, continuing to send mixed messages and resolutions with stipulations that had not been previously communicated, is what is delaying this process. Yes, you did call on the 7/13, and I *******ed on 7/14 via email requesting all communication be sent via email moving forward. My message did not get a response until 7/19. Through email exchange, it was our understanding that we would be receiving a brand new AC unit (see attached), which would be great. This was one of the suggested resolutions in the original complaint. However, that contradicts what you are saying here, and what your customer service reps are telling us. Additionally, we have *******ed to customer service to schedule the install, but they have not confirmed with us. I would also suggest that you update your records regarding the visits to our home. When I requested these, what was sent listed 6/5 as the first visit, however the first visit was 6/2 which you confirmed in your first response here. I am simply requesting organized, clear, communication that can be documented, which is not "demanding" too much. Please have your customer service reps ******* to my text so we can resolve this issue.

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

  
  

  

  Business response

  07/31/2023

  *******************,
    We are so sorry you are confused with how this process works. The Install team had been calling you to confirm your installation appointment that you have been asking **************** about, and per your text, you were not answering the call, it is difficult to help you when you dont cooperate.
  Your email was received on the 14th and allowing us till the 19th to work on your resolution is not unreasonable, (this included a weekend and Customer Experience is m-f).  It is the Customer Experience team that has been handling your complaints and addressing your problems.  If there are any questions, reach out to them directly and they will respond with answers.
  As said before, you have a copy of all the invoices for every visit and they have been emailed to the email on file when each visit occurred.  They have clear explanations of the work done on each visit.
  Your installation has been complete.Everyone here has gone above and beyond to make things happen for you and your family, even with all the detours you sent us. We do appreciate you allowing us in your home. Peterman Brothers 

• Initial Complaint

  06/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a total HVAC system and heat pump installed in Sept. of '22. We also had a whole home humidifier and air purifier installed. From the beginning, there have been issues, but those issues do not pertain to this complaint. Our system was making funny noises on the outside, so we called for our biannual service inspection. The tech came out on May 26th and found that the *** on the system needed to be replaced. and is still under warranty (we have a 15 year warranty). The part was ordered, and we scheduled a repair appt. I was told that no one had to be inside the home to repair, but this was not true, and when the next tech came, he was unable to install because no one was home, so appt. was rescheduled. Tech came back on June 16th, found that the *** did NOT need to be replaced. The following Wednesday, my husband said that the outside unit was turning on, and almost immediately turning back off. We called and they scheduled another appt for the 22nd. Another tech came out and did some looking and found that the *** actually DID need to be replaced. Said they would be back on the 23rd. My husband left work early expecting them to come. We called 4 times, to only find that no one was coming on the 23rd, and no one would be available until the 26th because they had to order the part again. Our air conditioning stopped working the afternoon of the 23rd. We have animals, we baby sit for a 1 year old, and I have asthma. With the current weather conditions and the air quality alerts, its not a great thing for us to have the windows open, but we were not given any other options. Later, we found out that they could have offered to install a spot cooler, but no one ever told us. They did say that they would reimburse a hotel stay, but packing up 4 cats and two dogs, as well as 3 humans is not an easy thing, much less finding a hotel that will accommodate said animals. I am going to submit receipts for fans that we bought.

  

  Business response

  06/27/2023

  Dear *************,
  Thank you for your review.  We apologize on behalf of Petermans. We do always aim for a great experience and take great strides to make these experiences a learning experience when we dont meet expectations.
  We were called out on 5/26/23 to do a maintenance check as well as checking the outdoor unit since it was louder than usual. It was found that the *** (thermostatic expansion valve) was staying open.  
  When ************** came back to your home on 6/16/23, it was decided that the system was overcharged and adjusting the *** and recovering coolant, the *** was working properly, and it didnt need to be replaced.  
  On 6/22/23, we received a call saying that the system was not staying on.  We sent a technician out on the same day and found the adjustable valve was stripped and now needed to be replaced, we went out on 6/26/23 to replace the part.  At this appointment, the system was up and running.
  A customer Experience Coordinator has reached out to discuss this with you personally.  
  We understand that it has been a rough start but hope that our efforts to continue to rectify this situation have helped re-build some of the trust that you have in our team. We thank you for the opportunity to service your home.Peterman Brothers  

  Customer response

  07/10/2023

  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. 
  
  I have not heard back from the business after the initial contact. The person that I was speaking with went on vacation shortly after the complaint was responded to initially. 
  
  Regards,
  
  *****************
  

  

  Business response

  07/12/2023

  **************,
  We have recently been out to your home and the system is working as it should. We have tried to reach you with a resolution, you are important to us, and our Customer Experience Team member would like to discuss this with you personally.
  We thank you for the opportunity to service your home. Peterman Brothers 

  Customer response

  07/13/2023

  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. 
  
  I reached out to the person handling this matter at Peterman Brothers, we spoke on the phone once, she sent me an email to get receipts for fans that I purchased, stated they were sending me a $50 gift card to help out. I have not received that gift card, when I emailed back with receipts, I got an automated response stating that the person was on vacation. The matter then got closed, and I reached out to BBB for them to reopen since I was not satisfied yet, and the person was basically unavailable not too long after she reached out to me initially. She did call me two days ago, and I am extremely busy at the moment and unable to reach back out by phone, and I asked if she had the previous  email where I sent receipts and asked if she ever found out why we were not asked about spot coolers. I have not received a response back to that email, and I have stated that email is the best way to speak with me at the moment due to how busy I am. I am unable to talk on the phone at work, and Im not home until after 6 most evenings. I also feel that $50 gift card is not sufficient considering my husband and I both missed work because we had to be there for the issue after it was not fixed INITIALLY, and $25 more dollars to cover the fans is not sufficient, either. Yes, my system is working now, and its working great, but the fact of the matter is I have been dealing with it NOT working basically since it was installed due to it not being installed correctly in several different areas. Let me know what you are willing to do to make this right, because, Im sorry, but a $50 gift is not going to cover it when I am paying for a $14,000 system. 

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

  
  

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