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:10/19/2023

  Type:Product 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.

  This company has been hiring unlicensed people and paying under the table as tax fraud to avoid taxes and child support payments mandated by the state

  

  Business Response

  Date: 10/20/2023

  First, We have no Customer named ********************* with a phone number ************ in our system.

  Second, We have never paid anyone "under the table".  Totally unfounded. 

• Initial Complaint

  Date:02/09/2023

  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.

  I had TERRIBLE experience with this company. I had originally called them late at night on 1/10/23 out heat was down around 1 am. Having a 1 month old baby and a 2 year old kid at home. No one had responded until the next morning. Finally they came over around 9 am did an inspections and charged me 300$ for a 10 min, no problem . The technician said its the mother board and ordered a part and replaced it and paid additionally.No problem paid and heat back up. After installing ******* suggested there was gas odor coming from both heating units and recommended He does a cleaning on it and the smell would go away. charging me $150 each clearing condensation. so I asked what if i did a full yearly tune up he said it would cost 189$ but suggested i dont wait because a tune up will require appointment and waiting. No problem again i said go ahead and paid for both to be cleaned and mother board installed. On 1/23 i called as there was worse gas smell then we have ever encountered. So I called in and Service manager ***** picks up and says oh no its probably something else and we will have to charge you to even come out. I told him i have two young kids at home and worried. He says, call 911 we cant do anything . I was shocked. A simple let me send out someone to check it out and if its same issue we can help somehow. They wanted to charge just to come see if the job they did was correct or not causing a dangerous environment. im in the service business and I will say this situation was handled poorly. Not satisfied. If I have manager running my department and got a call like this we would do our best to make the situation better right away. Especially when a 1 month old and a 2 year old kids involved.

  

  Business Response

  Date: 02/10/2023

  A service technician went out to the customers home on 1/9/23 for a no heat call. The technician determined the circuit board was defective and that a tune up was needed. The customer declined the tune up and wanted the system fixed. The circuit board was overnighted and installed the next say 1/10/23. During the repair the tech noticed an odor of combustion gasses and determined to be the cause was clogged condensate lines on both boilers. The tech got approval  to clear the condensate lines. After clearing the lines the smell dissipated. The tech also found the inducer in the boiler to be sealed with silicon, which is against manufacturers recommendations. The tech recommended the inducer be replaced, the customer declined the inducer. 
  

  The customer called back a couple weeks later saying they had an odor, the service manager spoke with them and explained how the previous  declined recommendation of the tune *** wouldve helped prevent the condensate lines from plugging up again. He also explained due to the declined recommendations that there would be a charge for a service call and again offered the tune up recommendation. The customer stated they do not feel they should have to pay, the service manager reiterated that fact that it would be a billable service call. When the customer stated they dont want to pay for a service call the  service manager explained if they feel they are having a gas emergency to shut the gas off and call the gas company to inspect which is standard procedure.