Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I personally negotiated a refund from Granby Heating Products on the parts used to repair my ******** heating system that were installed by DiPietro Heating and Cooling. I sent Dipietro the credit invoice sent to me by Granby Heating Products showing that they would be credited for the parts ordered from Winsupply. In turn the credit was to be returned to my credit card. The amount was $425.78. The credit was issued from ********* on 3/1 2024. I received a telephone message from Dipietro shortly after mailing them a copy of the credit statement (3/5/2024) saying that they would credit my **** of America card for the amount listed. As of today's date, there has been no credit made to my **** of America card in the amount of $425.78. All messages left with the accounting department at Dipietro have gone unanswered.

  

  Business Response

  Date: 05/21/2024

  Hello, We had been waiting for the supply house to issue the credit to us, which happened yesterday (5.21.24) We did explain to the customer that we had to wait to receive the credit before issuing her the refund. The supply house initiated the refund in March, but we did not receive it until yesterday. The refund to the customer has been processed. Please let us know if you don't receive it in the next day or 2. 

  thank you. 

  Customer Answer

  Date: 05/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:05/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had heat pump installed in late March 2023, the installation was timely and professionally done. There were some glitches but it all worked out. When uit came time to apply for rebate, I called the contractor to find out what I needed to do. He never got back to me and I gave up and continued the application alone. Mass save denied my application 3 times because they said that I needed an integrated control that should have been installed with the system. They said that this was well known by the contractor and that it's required for rebate. I called several times leaving voice messages that no one bothered to reply. If I got someone on the line they would simply transfer me to a guy that was out in the field who never got back ever. Eventually I was able to get a hold of the "boss" who assured me that someone will get back to me latest last Friday, it's now Tuesday and yes you guessed it no one gas gotten back to me yet. I have done previous projects with mass save like solar, boilers and nothing was ever this unprofessional and unpleasant. Everyday am calling dipietro like a stalker and no one is bothering to fix my issue. If this heat pumps fail I know for a fact this is what I'll be dealing with. My happiness with this upgrade has been replaced with worry because this guys are seriously not interested to solve an issue or even answerable to anyone. Mass save this is not the way to go.

  

  Business Response

  Date: 05/15/2023

  Hello, our rebate specialist has reached out to the customer and assisted with submitting the rebate Information correctly. The customer should be just waiting on Mass Save for the rebate at this point. Please let ** know if there is anything else needed. 

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  di ********************************* and cooling installed a lochnivar house /water heating system for our home in ~2018. yesterday it stopped producing hot water. we restarted the system and got some hot water last night, but today again no hot water. i am trying to reach diPietro for repair, and can only reach "Revise" at the di pietro number ************. where is di ******? who will repair the broken system and who will refund us for the 3 yr service agreement we have with them (exp date 5/6/23). this is very disappointing and unprofessional. please contact me as soon as you can with some information. ********* moths-******** ************.

  

  Business Response

  Date: 10/07/2022

  Hello,

  We apologize for the confusion. DiPietro Heating and Cooling is now doing business as "Revise" All ******* contracts are still active and will continue to be honored.  Letters were sent out regarding the change several months ago. The office will call you to get *********** scheduled. We apologize for the inconvenience and confusion regarding this.  Thank you for your business.  

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a heat pump installed on 7/18/22 by DIPITRO HEATING AND COOLING. ******* from ******* did and assessment on 5/11. We informed him we had a duct issue with poor air flow. I asked if we would need to replace our duck work he told me there is nothing I needed to do with this heat pump it would force the heat and air through the existing ducks. The day of the installment after the install my wife went around checking the vents that had no improvement. ******* said dont worry he would make it right which has not happened after phone call after phone call. ******* advise me to open up my ceiling which I did take pictures of the duck work and send them to him which I did. He came out and looked at the preexisting duck work and said he would send out one of his techs which has never happened. We finally received a call from *** in stating they would not leave us hanging and it was not a good idea for them to pack up their trucks and come to Cape Cod to not have what the needed and have to come back. He said if it was okay with us he would refer us to someone on Cape Cod. We contacted the company he referred us to and was informed what we needed is not what he said we needed. We have also reached out to multiple companies who referred us back to DIPITRO who installed the system. No one with touch their work. We have now spent $16,200.00 without a working heating and cooling system. If we were given the proper information on what we needed to do before it was installed we would have replaced our duck work before the install. We contacted *** again today 8/17/22 and voiced our unhappiness and we could not find anyone to complete our job and we blamed ******* for not giving us the right information on the day of our assessment. *** said to us ******* can not see through walls. I agree so the day of the assessment ******* should not have told me it would work. They are the professionals and should told us he was not sure if it would work with our preexisting duck work.

  

  Business Response

  Date: 08/26/2022

  *********************, our COO spoke with the customer last week.  The Customer agreed that we completed the contracted work, which was to replace the ** unit.  The customer noticed an airflow issue afterwards caused by ******** that was not connected in the ceilings. We only replaced the system with an equivalent size, we did not touch the ductwork in the home.  We also determined that the original system may not have been correctly sized to the house with the existing ductwork.  We referred the customer to a local HV** company so that they would have service technicians closer to them in the event they continued to have issues. DiPietro Heating & Cooling performed the work according to the scope of replacing the system. Pre-existing issues with ductwork falls on the homeowner and possibly the company that originally installed it.

  Customer Answer

  Date: 08/26/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I do not except what their reason was for not coming back to do the duck work. I do agree they finished the job with the installation of the heat pump. It was explained to them about the duck we had that was not working properly. If they had told the heat pump *** not work with the existing duck work we would have fixed the duck work before installing the heat pump. The professional did not explain that instead we were told it would work. They are a heating and plumbing company all we want is for them to come back and correct our duck work. We are willing to pay the price since we would have had to pay to repair it ourselves before the heat pump was installed. 
  Best Regards, ****** and ***************************; 

  

  Business Response

  Date: 09/07/2022

  Hello, We would like to find a solution for this customer.  ********************* from our office will reach out directly to the customer to schedule a day and time next week for him and the owner of the business to do a walkthrough to determine a list of materials that will be needed to complete the work and will give the customer a quote at that time. We expect this will close out this issue.  Thank you!

  Customer Answer

  Date: 09/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:05/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2021, we contacted DiPietro Heating & Cooling, ********************************************************. The sales manager ************************* worked with us; we signed a contract and bought two brand new Carrier 24ABC with Hydro coil 3 Ton systems with a price of $9,700 each, totaling $19,400. On 9/30/2021, *** and ***** installed two units, but the second floor units didnt run. We were told that an electrician would come down Monday to fix the issue. No electricians showed up on Monday. We called DiPietro and were told that due to the wrong installation connection of the wire, the parts were burnt. On 10/21/2021, ***** replaced the parts and tested the thermostat. The system had heating, but we were told that we couldnt test the cooling part due to the cold weather. On 11/11/2021, **** collected full payment from us and promised that the warranty would start from the day that all units are corrected, installed, and working, including the cooling part. On 5/13/2022, we found that the second floor AC didnt run. The first floor AC did run but after a few minutes it started heating the house even though the thermostat was set to cool on. I called DiPietro for the service. On 5/16/2022, **** came at 4:00 PM and found that the thermostat to AC communication wires werent even connected. It seems that the installation was never completed. I called on 5/17/2022. *** came at 2:00 PM and found that the second floor internal unit transformer was burnt, but couldnt find the root cause for the first floor AC issue. *** told me that he would come back tomorrow with the new transformer and contact the vender to understand why the first floor AC wasnt working properly. On 5/18/2022, I didnt receive any information regarding the plan. I called DiPietro and left a message but didnt receive any response. I still havent received any response back now. DiPietro took all the payments without completely installing the system. I would like to file a complaint against DiPietro for business fraud

  

  Business Response

  Date: 05/20/2022

  Hello, We regret that this customer has had this experience with our company.  We are working hard to resolve the problem for her.  The wires had to be disconnected so the unit would stop calling for heat when in the cooling mode. This type of issue with the unit is rare and we are committed to resolving this for the customer. Replacement parts have been ordered and we expect them to arrive on Monday 5/23. We have the customer scheduled for Tuesday and will confirm once the parts come in.  The replacement parts should fix the issue for the customer. We will make sure the system is working properly before we leave. We have been in touch with the customer every step of the way. 

  Customer Answer

  Date: 05/26/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

   

   

   

  ====================Reasons==========================

  
  ***** came on 5/26/2022 and ran diagnostics, replaced the second floor burnt electrical part, and re-wired the electrical wires (which were incorrectly connected). The second floor ** seems to be working now. 
  
  The first floor ** issue still exists (The "Cool on" setting will heat the house). ***** identified a part that needs to be replaced. ***** promised to order the new part and let me know when it comes. He will come next time to replace it and make sure the ** works.
  
  I appreciate ******* work. So far, ***** is the most professional technician I've seen from DiPietro. He has restored my confidence for Dipietro. Since I have to response to this message in 10 days, I have to reject due to incomplete mission for now. 
  
  Also, these two ** units are brand new and were never installed properly in the first place. I request that the warranty day should start after all issues have been resolved.

  
  ===================================================
  
  
  
  Regards,

  Zhaoji

   

   

  

  Business Response

  Date: 06/27/2022

  Hello, We are going back over on July 7th to Replace Freeze Stat.    Once this is up and running for 30 Days we will Extend the 1 Yr. Labor Warranty. 
  We are unable to change the Manufacturers Warranty.   New Warranty will go into effective 8/7/22. We hope this resolves the issue for the customer.