ComplaintsforPeterman Brothers Heating, Cooling, Plumbing & Electrical

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My dad purchased a brand new furnace in April 2021 and it has stopped working completely. After calling Peterman to try and see if they can fix the issue they notified us they dont work on trailer furnaces anymore and that we need to call someone else and they can fix it. Im actually baffled at how much they wanted to help when they were going to get paid a fat stack for installing a new furnace and now they are turning my 72 year old father away whos disabled and doesnt have a lot of money because they dont service trailer furnaces. Put youre pride and ego aside and make this right. Its December and my father is sitting here with a new not working furnace. Weve contacted the news and other outlets to try and get his story out because this is complete and utter ******** they arent trying to make this right and instead turning us away. For anyone reading this. Call ******* and or anyone else they may charge more but at least they wont turn you away after they get money off of you. Happy holidays! Make it right!

  

  Business response

  12/16/2022

  Good morning,

  Unfortunately, the labor warranty held by our company expired on April 15, 2022, one year after the installation of the system in your father's home. Effective December 1, 2022, our company determined that we are no longer able to provide service to this type of unit, as it is mechanically unique, and our training in the last year has not kept up with the needs of servicing mobile home units. We wish that we could continue to assist homeowner's in need, but know that our quality of work on this equipment type has suffered through a lack of training and qualified technical staff. It would be a disservice to homeowners for our team to continue servicing this unit type. 

  Our obligation to a unit that we install is a one year labor warranty, which we upheld at your father's address. Beyond the first year, any qualified HVAC service provider can honor a parts warranty, and we recognize that we are no longer a qualified service provider for this unit type due to our training deficiencies.

  While we understand that our inability to service the unit is frustrating, we hope that you are able to find more qualified service from another organization.

  Sincerely, 

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

  Customer Experience Manager

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Let me start by saying the technicians have been very professional and nice but not informed about company prices or policy. That being said, at first Peterman came to fix a leak and quoted me a price for a maintenance plan, I informed the tech I had 2 HVAC units. He said no problem it was still residential. Upon arriving for AC maintenance they tech stated I didn't have the right plan for more than one unit. So, I upgraded. When the tech came for Heating maintenance, she cleaned both units and quoted me a price for duct cleaning. I thought it was hefty but I agreed and paid a non refundable deposit. (I will be disputing with bank. Upon arriving today for duct cleaning, they asked why I was only doing 1 unit, I said I was quoted a price for the house and it wasn't per unit. I even clarified that with the tech. Never did the tech say per unit, just getting the ducts cleaned. My house is only **** sq feet, it's not big, just has an addition. They wouldn't honor the quote I was given, still wanted me to sign stating they did some work (which they didn't) and I would pay. I wouldn't sign and they left. Seems the techs are not very informed of the policies and it's been an ongoing issue.

  

  Business response

  12/16/2022

  Good morning, 

  We appreciate you bringing this matter to our attention, and have used it as a training opportunity across many departments!

  We have processed a refund for you for the duct cleaning and also processed 2 free months of membership in the Peterman Protection Club.

  We are so grateful you have given us the opportunity to work through these opportunities, and hope that in the future you have the opportunity to see how our team can shine with proper training and communication expectations. 

  Sincerely,

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

  Customer Experience Manager

  Customer response

  12/16/2022

  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

  11/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Water heater went out on October 25th. Called peterman to come out. *** said two things needed to be replaced on a 2018 water heater. He said he ordered through the manufacturer and it would be delivered to our address. Received box. Called and they came out and find out that not everything was ordered. Argued with office person who had no idea what was supposed to be ordered and had no notes about it. I called the manufacturer myself and ordered the correct stuff. Called peterman again to fix. They ended up denting the water heater and saying nothing about it while putting in the new parts. Had to pay $589 and wait over a week to get it fixed. Complained about paying full price and now is still being discussed with management. Now again the water heater has gone out. Called and was told Saturday evening that someone would call me. Called Sunday morning and they have nothing saying I needed to be called and no one could come out to fix it until Monday. So now again I will be without hot water because of peterman. No one knows what is going on there. They have gotten too big too quickly and have terrible customer service. What a great way to spend thanksgiving without hot water.

  

  Business response

  12/16/2022

  *****,

  We apologize for your inconvenience and the frustrations that you experienced as a result of the work in your home. We have refunded $32 in membership fees. We are also emailing you an official document stating the cosmetic dent in the water heater will not affect function and that should you or any prospective purchaser of your home want a professional opinion on how the dent may affect water heater performance, we are able to provide a free water heater evaluation or compensate you for the evaluation of the water heater from a licensed plumber. 

  Sincerely, 

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

  Customer Experience Manager

  Customer response

  12/20/2022

  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. 
  
  First of all, still have not received an email. No emails were ever sent containing receipts or regarding the above. I have called ****** the "Customer Experience Manager" multiple times and left voicemails with no response back. Now she is on maternity leave until March. How convenient. Today, our water heater has gone out AGAIN. Called Peterman and they could care less. We would have to pay $85 for a diagnostic assessment. WHY?!?! You know what is wrong. same situation. This is the worst company I have ever had out at my house. At this point, we deserve a brand new water heater at no cost for all the promises that were made.  It is now 5 days before Christmas and 3 days before I have family in town with no hot water AGAIN. I will NEVER use this company ever again. They took my money and solved nothing. They are so greedy and do not care about making things right to keep their customers.

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

  
  

  

  Business response

  12/29/2022

  *****,
  I am not sure what happened with the original email containing your letter regarding the dent in the water heater. I have resent this letter and all invoices that you requested to the email address on file again. If you do not see this email come through on 12/29/22, please check your spam folder.
          In regards to the $85 diagnostic fee you are referencing, this is our standard diagnostic fee. While you were a member of our Peterman **************** you were not charged this diagnostic as one of the benefits for being a member. You requested to cancel your membership on 11/29/22. We completed the cancellation and refunded 2 months of said membership fees per your request. Any service calls after the cancellation would result in the diagnostic fee being charged. Had we completed our scheduled visit on 12/20/22 and found the issue to be the same part as the last repair, we would have waived the diagnostic fee. We do not know what part is causing issues until we can properly diagnose, thus we advise all customers of the fee.
  To summarize our resolution, we have refunded $132 to you and provided you with a letter stating that your water heater is in good working order and that the dent was purely cosmetic. The refund came from 2 months of membership fees (2 mos. @ $16/mo.) and a $100 courtesy credit.

  
  Sincerely,
  
  ***************************
  Customer Experience Supervisory here...

  Customer response

  12/30/2022

  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. 
  

  If you take a car into a repair shop to get something fixed and while doing that they dent an area of your car, wouldnt you expect them to fix the dent immediately, at no cost, with no questions or months of no resolve? It is the same situation. A letter is doing absolutely nothing. We had an appointment when the water heater went out and they were sending the same guy out that had not replaced the part correctly and dented the water heater. Why would I want the same person to come out again? They clearly do not know what they are doing. I spoke with ***** yesterday and he didnt acknowledge anything I said or had mentioned before. He only cared about a letter. He said they compensated us $132 but that is incorrect. $32 was a membership we already paid. $100 was compensated but we are still out $389 ($489 total for the job that did not resolve the issue and then added a dent). 
  

  I believe any person would expect a bigger compensation for this situation. Why would they think $100 would be enough for all of the issues?
  
  Regards,
  
  *********************************

  
  

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/17/21 I contacted ***************** to fix 2 bathroom outlets that didnt work. They fixed them. 11/8/22 I called Peterman Brothers (PB) to fix my kitchen outlet which gave a blue flame when I pulled out my Stand Mixer plug. **************** (MC) fixed (?) it. I asked if I could test it. Still a blue flame. He blamed my Mixer plug & said it was damaged but then he did something, I didnt see & said to try it again. No flame. So, not my Mixer then? He didn't fix the switch plate by the entryway. He managed to undo what ***************** did. Now both bathroom outlets dont work. He forgot to include another thing but I can have another company do that, not PB. I wanted to replace outside light fixtures with LED motion detector lights. I wanted a kitchen fixture replaced with one that hangs so I can reach the bulbs & not get on a ladder. Im 76 & fell off one in March. MC couldnt answer all my questions. There is a round metal piece supporting the glass fixture. Do I have to find a fixture that will work with that? I cant buy these items until I get some answers. I received a text from PB to set up an appoint for 11/16/22 for parts that arrived. I dont know which parts. *** already texted a complaint about *************. ****** from PB saw it & said he would let them know what is going on. MC had me sign his tablet, I thought for the work done that day. He told me to sign 3x on 3 separate pages, I asked why. He said his company wanted it. I had no idea I was being roped into paying for all the ************** services. He took my credit card # for future work. I want my number back & erased from your system. I wanted to purchase fixtures first, then go ahead with everything else. I tried to open his emails, he discouraged me from doing it. I feel rushed to get fixtures. MC removed the electrical panel in my garage. There is old insulation in the corner. He removed some. See photo. There is a worn wire exposed in one spot. He said it was dangerous. Then closed the panel!

  

  Business response

  11/18/2022

  Hello *****, Thank you for your input on this situation. I have taken the time to investigate this issue, and from the looks of it, the invoice was for repairs on things you had approved. It was for replacement of 1 GFCIs and 4 outlets. I see we quoted you for 6, and we are more than willing to refund the price difference of $160.82. The big tool you referred to is to test for proper voltage. ************** did this after the repair to ensure it worked and was correct. When the technician left, all the outlets that he worked on while in your home were in perfect working order. I understand feeling pressured in this situation, but that other phone call you received was to make sure you received quotes for the lights you requested. This was not a phone call for us to come out and do the work, just our company standard follow up procedure. I do apologize for all the miscommunication and hope we can have a conversation about this in the very near future.

  Customer response

  11/25/2022

  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. 

  
  My Response to PB Business response :
  Thank you for taking the time to investigate this issue. I agree with you, this has been very confusing. If your response means that you would be willing to refund the price difference of $160.82, then I would agree to that. I have already been charged $714.94 on my credit card for the outlets, including the two in the bathrooms which are now not functioning. I didn't test these while other outlets were being worked on. I did ask to test the one in the kitchen to be sure my original complaint was fixed. A blue blue flame was still coming out. He and I discussed the problem and I covered that issue in my complaint to the BBB so I won't repeat myself. I would like to keep this complaint open until I receive the refund price difference. After that I would appreciate no further contact or charges.
  

   

• Initial Complaint

  10/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 7, 2022 at 9:30 AM made and appointment to have furnace serviced per 2 year membership then on October 28, 2022 they called and said the appointment had to be cancelled until the end of November 2022 due to overbooking. I called and all I received was an apology saying there was nothing they could do. My concern is if they were overbooked the first week in October when the appointment was made and did not inform the customer will ********************************************* honor there November appointment.

  

  Business response

  11/03/2022

  ****,

  Unfortunately, our team was unable to contact you on the date of your appointment, despite multiple phone call attempts. We made attempts to reach you at the following times:

  - 9:18 AM phone call to ************

  - 9:19 AM phone call to ************

  - 9:25 AM text message to both phone numbers

  - 9:30 AM phone call to ************

  - 9:31 AM phone call to ************

  - 9:32 AM text message to ************

  - 11:03 AM phone call to ************

  - 11:04 AM phone call to ************

  - 11:05 AM text message to both phone numbers

  - 11:16 AM phone call to ************

  - 1:05 PM phone call to ************

   

  Unfortunately, we are not able to send a technician to a home without confirmation that the homeowner is on site and able to meet us. You will need to contact our office to reschedule the appointment.

  Sincerely,

  Peterman Brothers

  Customer response

  11/11/2022

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

  A new appointment was made for Wednesday but, when I contacted the sales rep who sold us the furnace said it would be for Tuesday and I accepted because I was off work that day. But a text message came in from Peterman Brothers for an appointment on Wednesday and to sent a text with "C" to confirm...I never sent the confirmation text. Therefore, this appointment was not approved by myself. While at work on Wednesday Peterman Brothers blew up my phone as you can see from there response. No one was home and this appointment was NOT confirmed...only Tuesday was confirmed.... I have the text messages as proof..... To add insult to injury Peterman Brothers sent and email confirming the original appointment made....Again I have proof because I still have the email. Lack of communication on the part of this company and lots of assumption.
  

• Initial Complaint

  10/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Peterman was hired to provide ***************** checks on our **** system. On Oct. 11th, Peterman technician ************************* came out to cleaning and service our ****. Shortly after his arrival, he noted that the "thermostat" was hooked up incorrectly. This was done by the previous owners, so I was not aware of any issues... He changed the wiring and informed be that he should be charging me a couple hundred dollars to fix it but decided to "help me out" instead. Not long after, he came back to me to let me know that the "heat exchange" was cracked. He showed me a picture that he took with his phone and a scope, I did not witness him take the picture and this picture was not included in the **** check notes sent to me by the company. ******* informed me that the furnace was no longer safe to use and put a sticker on it indicating the dangers... (this furnace was also inspected in the spring after winter was over - no indication of any issues... it has not been used since) In the process of putting the furnace back together ******* let me know that something happened to the electrical board while he was at my house and it was no longer functioning properly. He called his service manager and they determined that they were not going to be liable for the board stating the age of the unit... they decided to use a relay to bypass the board to get the furnace functioning. ******* also took the panel off of my air conditioning unit and failed to put it back together... left it in my yard to be discovered a week later (after it rained etc... no idea if any damage was done... good thing my kids weren't out back playing). The very next day Peterman came back out to give me a $23k quote for replacement of the ****. Since, I have had 4 - second opinions and no other technician has found a crack. It was also noted that the service and cleaning was not performed by Peterman and the bypass that was done is creating more damage to the unit. Peterman will not respond to my calls.

  

  Business response

  11/03/2022

  *****,

  Thank you for this feedback. Our HVAC Service manager *********************** should be getting in contact with you to discuss your account.

  Sincerely, 

  Peterman Brothers

  Customer response

  11/09/2022

  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

  10/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spent $8,000 on a new furnace and ac. The ac doesnt work at all. I called them the same day they placed it and told them, they said it will be a couple of days before they can fix it. Its been 80 degrees in my home and fans doesnt do justice. I have a newborn baby, a 3 year old and a 5 year old with a chronic health condition. I called and advised them of my concerns and the urgency, **** sighed and advised me to just open the windows. I need my ac fixed.

  

  Business response

  11/03/2022

  Good afternoon ********, 

  As our team identified that humidity levels in the garage will continue to cause performance errors with your system, our team has issued a refund of $326.57 and $50.00 for a combined total of $376.57 for the wet switch that has been removed from your system. We do not anticipate any further issues with the performance of your system going forward. 

  Sincerely,

  Peterman Brothers

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In late August 2022, I responded to an ad from Peterman **** for a free furnace if I purchased an **. Since mine were 23 years old and had only been repaired year after year, it was time to replace both. Well, the ad was inaccurate. The furnace was only free if the customer owned the land his home sat on. Also, there was supposed to be a 24 month no interest for purchase. My purchase was financed through their select vendor and interest accrued immediately. A few weeks after the installation of the ** and furnace, the home was not cooling as set by the thermostat. Peterman **** was called to come back out. They checked the ** and said everything was fine. They crawled under my home (manufactured home) and found that the duct work had gaps from damage done from animals which had previously gotten under the home. They videoed the damage and were supposed to send the video to me and management of the community where I live. Peterman **** sent me a ridiculously high estimate to repair the duct work. I have been contacting Peterman **** since Sept 21 to obtain the video promised to me and the community management. The management will not go under my home without the video which I told Peterman **** several times. To date, no response to my phone calls have been made. Peterman **** was also going to do something about the high charge to repair the duct work, but no one has gotten back with me on that either despite my numerous inquiries. I think my entire experience with Peterman **** shows poor customer service.

  

  Business response

  10/31/2022

  *****, 

  Thank you for taking time to speak with our team member *** regarding your concerns. We understand your frustration with the miscommunication regarding no interest financing, and will use your experience to train our team better on clarifying payment options when multiple financing companies are considered for payment.

  We understand that you have decided to move forward with your home warranty company for the duct cleaning, so you are no longer requesting a price adjustment on that estimate.

  Please follow up with *** at ******************************************* if anything changes.

  Sincerely, 

  Peterman Brothers

  Customer response

  11/01/2022

  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. 
  
  Their response mentions "duct cleaning" which was not the issue. The issue was duct repair. Yes, I have moved on with my home warranty company because Peterman **** would not get back with me after numerous calls. The weather is turning cold and I refuse to run the furnace only to let the heat circulate under the home. Also, not holding up to their advertisement(s) is unacceptable with me. It was not explained to me that I would not be getting the interest free for 2 years or I would not have gone with them. I think they should be held accountable for false advertisement and not get by with the phrase of using it for further training with their employees. I have been charged over $100.00 in interest each month since purchase of the ** and furnace back in late Aug. 2022. To me, reimbursement of interest for those months and withholding interest up to the 2 years would be satisfactory resolution. I did not believe in speaking with *** that was even an option. 
  
  Regards,
  
  *************************
  

  

  Business response

  11/14/2022

  *****,

  Thank you for continuing to work with our team on this matter. *** appreciated his opportunity to understand your perspective, and has processed a refund for $600. 

  Sincerely,

  Peterman Brothers

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contacted Peterman Brothers about no heat in our house. The Technician came over and determined we needed a new Capacitor at $229.00. The tech worked on the furnace took my check and walked out the door. We have not received a copy of the invoice, the estimate of the job or a receipt from the check we wrote. The tech just folded the check and walked out the door. We want and need paperwork. We contacted the company immediately but on Tuesday, October 18, ********************************************************* a phone call from Peterman. Shortly after the tech left our house we got a phone call from ****************, Comfort Advisor employee from Peterman Brothers, who had been to our house earlier in the year and gave us an estimate for a new furnace. We were told by ***** that the estimate was no longer valid that we do not install or replace just one unit, we will only replace both Heat Pump and Furnace. We are senior citizens and feel we have been Scammed by this company. We want our money back we have contacted another company to have this work done. We do not use our printer, ink or paper for another companies work we expect this from the company providing the service. It is not up to us to print out another companies invoices or estimates.

  

  Business response

  10/21/2022

  Dear Mr. and Mrs. ************* a paperless company, our invoices and receipts for work are readily available at the time of service via email, but it is not possible for our technicians to print and give paper copies of invoices from the field. A paper copy of your invoice was mailed to your home on Monday, October 17, which was the next regular business day after your appointment was completed Saturday, October 15. 

  Both in this complaint and in your conversations with members of our team, you have not indicated that there is a performance issue with the repair performed by our team, so we will not be able to refund the payment for the services that you received.

  Sincerely, Peterman Brothers

  Customer response

  10/21/2022

  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 have a printed estimate from a technician that was done at the time of the estimate. We requested this and it was done while the technician was here. I find the actions of this company very disturbing. We were told the amount paid would go toward a new furnace. We were not told the previous estimate no longer applied or that just replacing the furnace was not what this company will do per your estimate. We are senior citizens and find this abusive treatment very uncomfortable. This is very deceptive and deceitful treatment. Basically they lied to us.  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** & ***** New
  

  Customer response

  10/25/2022

  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. 

  
  We have a printed estimate from a technician that was done at the time of the estimate. We requested this and it was done while the technician was here. I find the actions of this company very disturbing. We were told the amount paid would go toward a new furnace. We were not told the previous estimate no longer applied or that just replacing the furnace was not what this company will do per your estimate. We are senior citizens and find this abusive treatment very uncomfortable. This is very deceptive and deceitful treatment. Basically they lied to us.  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** & ***** New
  
  
  

  Regards,

  ***** & ***** New

• Initial Complaint

  10/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Had a new system installed on 10/17/2022 and is not working. On top of that the duct work they said they were going to replace was not done. I have tried contacting the sales rep ***************************** by phone, email, and text and have not gotten a response. We have a freeze warning and I have four kids without heat now.

  

  Business response

  10/31/2022

  *****, 

  We apologize for the issues that you experienced with your new system installation. It appears that we have been able to correct these issues after your most recent warranty visit, and they were electrical in nature. Please contact our ****** on our team should you need anything further in the future.

  Sincerely, 

  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. ↩