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:02/27/2025

  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.

  ATTEMPTED FRAUD Our heating system/boiler stopped working last night. We called Cranney Home Services to come repair it. Upon arrival, they told my wife that the whole system has to be replaced. They said, "It cannot be repaired. You need a new boiler".They told my wife that a new system to replace the one we have would cost approximately $15,000. My wife called to tell me about the bad news and she asked that I come home immediately to speak with them. When I arrived, they said they took video and sent it to the home office for further troubleshooting. The home office engineer said there is nothing that can be done. I asked why the boiler itself needed to be replaced when the problem looks to be more like a plumbing pipe replacement concern on the outside of the boiler. They claimed that because the corroded pipes are connected to the boiler directly, there is nothing that can be done. They said they couldn't even give us a quote to repair the system and replace the corroded pipes. They offered to draw up a formal quote, and they said that the 'good news' is that they could come out to replace the boiler as early as tomorrow morning. They also offered to leave us with space heaters so we have heat until they return. We politely declined since we have space heaters of our ****** wife told a friend about the bad news and was referred to her HVAC mechanic. He came to our house within hours. He inspected the system and replaced the thermocouple which is a $12.00 part. The pilot finally lit and the system is now up and running. He said that our 30-year old boiler has at least another 30 years left before it will need to be replaced. He is coming back to replace a few corroded pipes, dry-rotted flanges/gaskets, and replace a faucet shut-off valve. Less than $100.00 in parts and less than 2 hours of work.The formal quote we received from Cranney Home Services was $15,895.00 for a new 80% efficiency boiler. Please see the *** quote we uploaded.

  

  Business Response

  Date: 02/28/2025

  *******, thank you for taking the time to leave a review about your experience. We would like to make things right and have passed your information along to a manager who will be reaching out to you directly. We take your concerns very seriously.

• Initial Complaint

  Date:07/23/2024

  Type:Billing 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.

  Cranney billed my Mom, 90 years old and in a memory care facility, for services at a house she has not owned since February 2024. This billing occurred on 7/15/2024 for $99.

  

  Business Response

  Date: 07/24/2024

  *****, we are so sorry to hear about the inconvenience that *** have been caused and would like to make things right. We have passed your information along to a manager who will be reaching out to you directly. We take your concerns very seriously. 

  Customer Answer

  Date: 07/24/2024

  [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:06/05/2024

  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 am currently a customer under ********************** monthly value plan. I have a complaint that I need to address with a manager regarding a cancelled HVAC appointment that I had been waiting almost a month for. Today, the day of the scheduled appointment, I received a text notifying me it was cancelled.I have been very satisfied with your services, spending a considerable amount of money without any complaints until now. The scheduling, customer service, and work quality have all been excellent. However, waiting nearly a month for my HVAC unit to be serviced, only to have the appointment cancelled on the same day, is unacceptable.When I called today, I spoke with ******, who informed me that the next available appointment was June 11th. This is too far away considering I had already waited a month and adjusted my schedule to be home today. I asked to speak to a manager, and she said she would try to get someone. Later, ****** advised me that a manager approved a technician to come tomorrow, but there is no guarantee they will make it.What is the point of scheduling appointments if they cannot be fulfilled? I explained to ****** that rescheduling for next week could result in the same issuea cancellation on the day of the appointmentand she essentially said thats how it works. She did not seem to fully understand my frustration. I am now worried my HVAC unit will develop more problems, costing me more money due to the extended wait.I had to adjust my schedule for today's appointment and now have to do it again for tomorrow, assuming someone can come. I understand its a busy season due to the heat, which is why I had to wait a month initially. However, I expect accountability when I schedule an appointment with your company. Please do not schedule appointments that your team cannot fulfill.I would like to speak to someone in management from Cranney Home Services, not a dispatch center. I hope this issue can be addressed promptly.

  

  Business Response

  Date: 06/06/2024

  ****, thank you for taking the time to leave a review about your experience with us. We're sorry for the inconvenience our team has caused you and would like to make things right. We take your concerns very seriously and have passed your information along to a manager who will be reaching out to you directly. Thank you.

  Customer Answer

  Date: 06/07/2024

  [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:12/01/2023

  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 enlisted Cranney's help w/ the plumbing in order to remodel a bathroom and replace the plumbing from a sink in a second bathroom. We also asked Cranney to install a garbage disposal & change out the kitchen faucet. We were provided with an estimate of 7K for all of the work, which seemed excessive. We agreed to pay 50% of that to get the work started. Every step of the way, communication has been horrible. We never received the estimate in writing, despite asking for it many times. Corners have been cut everywhere possible & much of the work has been done incorrectly. We asked them to hold off on installing the toilet ******, for example, & they went ahead and did it, so then it had to be uninstalled so the floors could be finished. Also, we had asked for a new drain pipe for the toilet. We came back to find that the old drain pipe for the toilet had been used even though is damaged. We asked them to install a new tub & informed them that the floor wasn't leveled. Their plumber stated that he would take care of the unleveled floor before installing the tub. The tub was installed without leveling the floor or using the proper support which caused the tub to squick and wobble everywhere. After many complains Cranney sent a ******* to our house who acknowledged that some of the work was not done correctly - he said the drain pipe for the toilet needed to be replaced and the tub was not properly installed (******* uninstalled the tub). ****** has only done a handful of the total projects we originally asked for which does not account for the $3500 we already paid. We no longer want to work with Cranney and we have informed them of this in several phone calls. We have been told that a manager will call us, but have never received that call. We want to receive an itemized explanation of the current charges and get refunded the difference - however, Cranney continues to ignore our requests.

  

  Business Response

  Date: 12/04/2023

  *****, thank you for taking the time to leave a review about your experience. We're sorry for the inconvenience our team has caused you and would like to make things right. We have passed your information along to a manager who will be reaching out to you directly to discuss this. We take your concerns very seriously.

• Initial Complaint

  Date:09/07/2023

  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.

  Cranney refused to honor their work/warranty: The Cranney Value Plan. My new Cranney heating system (installed Oct 2020, has a small and simple to repair problem. Techs **** and his associate diagnosed the problem. ( perhaps a bad check valve in the Taco 007e circ. pump. downstairs zone.THE HEAT WAS ON!! this summer! Supervisor *** told them the repair wasn't covered under warranty. Still, waiting for *** to call. I have called Cranney at least twice on this issue. The old saying: "When the phone don't ring" It must be Cranney.See Cranney Link: **********************************************************************&utm_source=google&utm_medium=cpc&utm_campaign=10364282090&utm_content=473361736457&utm_term=cranney%20home%20services&vt-k=cranney%20home%20services&customer_id=************&vt-mt=e&vt-n=g&vt-d=c&vt-t=107064689190&vt-ki=kwd-386530088397&vt-lp=21152&gad=1&gclid=CjwKCAjw6eWnBhAKEiwADpnw9iL1BgHAoceIlAJSkYYGvvdKlXtufoPtopxLn1FloYDuSsMIjtSS9RoC-WcQAvD_BwE

  

  Business Response

  Date: 09/15/2023

  Hi *******************

  Thank you for choosing us for your Home Services needs.  We will be happy to honor the warranty in this case. One of our Managers has reached out to you to set up an appointment with one of our service technicians. You can also call us to set up an appointment. Thank you.

  Cranney Home Services, **************** Team

• Initial Complaint

  Date:12/08/2022

  Type:Product 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 contacted Cranney and specifically requested a duct cleaning. They asked if I would like a full system service. Thinking the duct cleaning was included I said yes. The company came to my house and when I said I was looking for a duct cleaning they told me we dont do that- but let me check out your system. The technician watched the blowers, turned the system on and off, looked at the air filter that I had already replaced, checked the voltage, and inspected a blower fan. The whole process took about ***** minutes. They charged me $80 which I immediately requested a refund considering the whole appointment was based on the need for a duct cleaning. The customer service rep listened to my initial phone call and stated something to the effect of you explicitly asked for a duct cleaning and our representative should have told you we do not do those and I will pass it along to a manager.I did not hear back for two days and took the initiative to follow-up. I spoke to a Manager named **** who explicitly acknowledges it was a miscommunication on our part but I can not refund you because ************** was there and performed a service.I am filing this complaint because I was mislead to believe I was going to receive a duct cleaning and never would have scheduled otherwise.I understand $80 is not a lot of money but money is tight around the holidays, I am a new homeowner, and have a child due in a few months. I was trying to increase the air purity for my family and ended up being charged for a service I did not actually ask for.I would also be interested to know what a full system service consists of because I assume it is more than a functions check which is all that was conducted. I apologize for the length but this was incredibly frustrating. I am available to elaborate further via phone or email.Thank you for your time and have a blessed holiday season.-************************************

  

  Business Response

  Date: 12/12/2022

   

  Hi ****

  We have processed your request for a refund for your service work on 12/6/22.
  Please allow 5 to 7 business days for processing. Your $79 refund will be put back on the card you used to pay for the service on 12/6.
  We understand that the service provided was different from what you expected or intended it to be.
  Please let us know if you have any questions.
  

  Thank you.
  Cranney Home Services **************** Team 

  Customer Answer

  Date: 12/12/2022

  [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:08/31/2022

  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 January 2022, our attic new furnace installed by Cranney stopped working. Cranney came out and determined that the condensate line froze and they would need to reroute the line to prevent future freezing. They told us they ordered parts and would schedule the service. We waited two weeks and heard nothing. We called for weeks and were told they were not in yet and were again told wed be contacted. As the weather warmed up, Ive continued to call, email, and even ask install technicians for our new AC. We have been told the parts are coming in, yet it is 8 months later and still have received no communication. With winter approaching, we have little faith in our system for this upcoming winter and Cranney has failed to communicate and resolve this in a timely fashion for loyal customers.

  

  Business Response

  Date: 09/01/2022

  Dear ********************,

  Thank you for your message. We have made two attempts recently to contact you to set up a time for one of our technicians to come out to evaluate the situation you describe.  

  We look forward to getting back to your home to address the issue.  Thank you.

• Initial Complaint

  Date:07/18/2022

  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.

  My husband and I had a new Central Air Conditioning system installed and I have been working with the Company to try and resolve the uneven A/C flow especially in the Master Bedroom and other rooms on the second level. I have reached out to the Company dozens of times and on the last visit, **** informed me he would get back to me on either Monday or Tuesday as the Company they used on the A/C unit was going to come out to my home to find a solution. This was over a month ago and this hasn't occurred. In the meantime, we are on a service agreement and 0% financing until December yet we cannot get this problem resolved. This has been going on for some time now and the *********************** suggested I file a complaint with the BBB as they have had a difficult time as well getting this resolved for me

  

  Business Response

  Date: 07/25/2022

  Thank you for taking the time to write this formal concern. We have evaluated the A/C unit, and with input from the manufacturer, have determined the unit is functioning properly as it has been seen to be cooling the second floor to 64 degrees. The system is not designed to cool the space to a lower temperature. We are in the process of getting a formal statement from the manufacturer supporting this statement. This letter of explanation will be forwarded to you directly. Thank you.  

  Customer Answer

  Date: 07/26/2022

  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
  
  Regards,

  *****

   

  First off, I part of this Air Conditioning System was to have a service plan with the system which is in place until December 2022. In June, **** came to my home to inspect the system and took measurements and made a call to the supplier where Cranney installed the system and asked if there wax a field representative available to come the home and meet and go over the problems in the Master Bedroom and other rooms. The Field Representative requested 3 days I would be home so they could come to my home and see what was going on. **** assured me he would phone me no later than that Monday or Tuesday with a scheduled date - this never occurred and I phoned their Office and also phoned the finance company which I am on 0% Finance Charge until December and they have also been annoyed with Cranny's lack of response and suggested that I contact the Better Business Bureau for assistance. Also, if service is included as part of our purchase and we cannot get service or no response to promises made, how is that acceptable? I am quite upset and requested a refund. My Husband and I even put in a Thermostat that Cranny sold us and installed in 2021 and this isn't working properly - a lot of issues. With the heat wave going on, the thermostats never even reached the temperature set. In my opinion, this system isn't doing what it is supposed to as a new system and I requested a refund from ****** who told me **** would have to come and inspect - he came but never finished the work promised - he left me hanging - very unprofessional company. Your assistance is needed so I can get a refund or partial refund and work with another A/C company since we paid for a system and plan and they are not able to service us - how is that acceptable? Please review our contract and you will see we are supposed to have service until year-end but they cannot even follow up now - unacceptable. 

  Regards,

  Lynne 

   

   

  

  Business Response

  Date: 08/08/2022

  Thank you for your reply.  You should be receiving (if you haven't already) a formal statement from the manufacturer soon, as mentioned in the previous correspondence. Thank you.

  Customer Answer

  Date: 08/09/2022

  Hi Better Business Bureau,

  
  This is the same message they have been sending since the middle of June and this is total nonsense. When I had **** here, he requested dates so the Manufacturer could visit my home. This was given by me and I was promised to hear back from **** on either Monday or Tuesday of that week which was almost 2 months ago., Based on no response from ****, I reached out to Cranney directly and spoke to ****** who also told me what this message says so I reached out to the *********************** for help on this. 

   

  The Manager of **************** also received the same response that was just sent to me the first week of July and she suggested that I contact the Better Business Bureau since it was clear they are playing games with my husband and I. T

   

  My husband and I paid for a system that includes service until December 2022 and they are not doing what the contract says - they're refusing to work with me on finding a solution to my issue and haven't been to my home since June so this work order is outstanding. 

  
  Too much time has gone by and I want to hire another A/C service Company as I want nothing to do with Cranny - your assistance in getting some type of refund for me and my husband is requested as if you look at the contract we signed, we are supposed to get service until December 2022 and if they're not finishing the issue in the upstairs portion of my home, it is only right that they refund us. 

   

  I will contact you later for assistance on this matter as they are not following the signed contract. 

  I am requesting a refund or a partial refund at this point as this is a joke 
  

   

   

  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
  
  Regards,

  *****