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:08/28/2024

  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 called them to check our HVAC system because it wasn't cooling properly. They informed us that the booking fee was $99 to come out to the house and evaulate the problem, which would then be applied to the total cost of the repair. A technician came and spent nearly two hours assessing the issue. He concluded that the coolant pressure needed to be tested and refilled, and provided an estimate of almost $4,000. I asked for some time to think about it and whether I wanted to proceed with the $4000 repair, so the technician left but then they hit us with a $350 charge. A charge which I was not notified about and did not authorize. When I called the manager to dispute this, they claimed that any time beyond 15 minutes incurs additional chargessomething they never disclosed when I originally booked the appointment. Now I understand why the technician seemed so relaxed and took his time. We tried to get this unfair charge reimbursed, and complained about the lack of transparency, but our efforts were unsuccessful. Now this company is saying that I signed a document that was never presented to me. I hope BBB can help us. Thank you.

  

  Business Response

  Date: 09/01/2024

  Notes
  
  I am sorry you feel that you shouldnt have paid for your service. But you were told about the diag fee to go to your house & excepted it with your credt card payment as well. ( all phone calls are recorded ) After working at the house for 2 hours bringing up ladder to your roof and getting tools out cheching on the service that needed to be done and also putting together an estimate There would need to be a charge for your service and after listenig to the phone conversation It was explained that the ***** is just to go to your home and also said the service will be in addition to that. Also the invoice was signed and excepted for that service charge You claimed that you thought you signed for the estimate. Why ? If you didnt want the work done Why would you sign an estimate you dont want? He knew what he signed for (service) and you also stopped payment on your cc for the 2 hr service that was done. However your cc company found you to be wrong in your complaint and denied your claim 

• Initial Complaint

  Date:02/17/2023

  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.

  Company originally misled, wouldnt give quote for thermostat installation and took 60$ upfront to book appointment and have technician come out. When the technician arrived he pulled out a tablet and said a thermostat installation is $200. I called the company and they apologized for misinforming me but if I decided not to go with them they would not refund money. I decided to let them do the work. Technician installed thermostat and left before seeing if furnace would turn off, it did not, and my house was 80 degrees before I had a friend tell me how to shut the furnace off by hand. Called company next day to explain issue, they sent same tech out, he began to take apart the furnace (at no point were there issues with the furnace) and say that he thought the issue was the water heater (at no point was this an issue, it was a wiring issue), when my husband saw this he asked him to stop, but everything back and to please leave our house. He reinstall the old thermostat and left the house (without turning on the furnace). I was told that someone would come back out soon left work early, at 415 I called to confirm, was told no one was coming because we are on the do not service list now and someone would call to walk us through getting our heat back on. Our heat is on (old thermostat is installed) and I believe the company should refund the $200 or at least $140 (the ***** the day up front is non refundable) because no thermostat was installed (correctly). 2 days and $200 later and a 1/2 day of missed work, my old thermostat is still working (like it was before) I was just hoping to upgrade to a smart thermostat (nothing was broken). I can not provide a receipt because the company doesnt provide them but Im sure they have an electrical copy on their end. I have my credit card statement if need be

  

  Business Response

  Date: 02/20/2023

  We did go there on a service call (no heat at 1st then it was a thermostat issue)  But the wife and husband were very unreasonable and The tech was uncomfortable being there The couple thought we were the **** company they have a warranty with but we are not we didn't have them in the system After trying to get their nest  thermostat installed  The customer was asking for the tech to leave they wanted the warranty comp there instead The tech was not able to check to see if it was working or not The tech was on the phone with tech support for Nest Thermostats who heard the customer telling him to just go don't touch anything just go All our phone conversations are recorded and we heard the way the wife was treating the office girls as well It was hard to listen to We charge ***** travel/ diag. fee and if you choose for us to do the job the ***** will be taken off the total amount of the job The tech also called the lead tech in the company for advice as he didnt know if he should leave or finish the job The other tech also heard the conversation and he told him he should go it didn't sound safe to be there as the customer was also saying he didn't want the tech to touch it for fear the warranty company would void the warranty if someone else touched it ( even though the customer signed for him to do the work & excepted the price of the job) After listening to the phone conversations and reading the notes that were on file We found the it was best to walk out of the house i checked the *** and found that the tech was there for 1 hr. & 45 minutes 

  Customer Answer

  Date: 02/20/2023

  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 

  once again, this company is misleading. 1) the reason we originally hired the business was to install a nest thermostat, as stated before, they were not transparent with prices. Like stated before, I was told about the $59 dollar non refundable fee but was under the impression that it was an hour installation rate. When the tech guy arrived he was able to pull up the flat thermostat installation rate, which the front desk claims they dont have access to. I was told that they apologized I was mislead but I could go with them or lose my $59. As they said, the phone call was recorded and yes, I was not happy that I was bamboozled. The tech did install my thermostat the first day but left before checking that the furnace would turn off, like stated in the first email, I had to manually turn off my furnace when my house reached 78 degrees. At no point did I call this company for no heat. The same tech came out the next day and my Hus didnt observed him dismantling the furnace and stating there was an issue with a water heaterwhich is not true. My husband did ask him to leave as I called the office requesting a different tech come out. I was told someone would be there, they knew I was leaving work to meet the tech and then, when I called at 415 to confirm the tech would come I was told that no one would be coming. So I paid for a nest thermostat to be installed, it was not, and the business should be at least refunding the $140. They are purposely opaque with customer with pricing and I had no issues working with the office staff or tech, its the company who should be ashamed of themself

  
  Regards,

  Heather

   

   

  

  Business Response

  Date: 02/21/2023

  Arrived at the house and started my diagnosis i took all the wiring from the thermostat and the back plate of the thermostat but the boiler continues to call for heat because the zone that was going to the water heater didn't shut off not even when i turned the aquastat on the water heater off. Customer wanted me to put the old thermostat back in because they have still warranty with another company and they don't want to **** that. I put the old thermostat back in for them. We have been there 2 times and tried to work with this customer but they were unreasonable and chose to not get the work done as the warranty company would void the contract if someone worked on it We did what we could do b-4 the customer asked the tech to leave 

   

  
  

  Customer Answer

  Date: 02/22/2023

  I am happy to share similar complaints about the company found on ****** and yelp, but any competent and well trained technician would know that the water heater has a separate thermostat and it would not shut off with the furnace thermostat, so as stated in previous two emails, the technician was asked to leave because we were concerned that he did not know what he was doing and this email confirms it. We dont have a warrant with another company but my husband was worried that the tech was going to break something and I called for another tech to come in that knew what they were doing. They were there a second day because they did it incorrectly the first day. Again, I request my $140 back because the best thermostat was never installed correctly 

  
  Regards,

  Heather

   

   

• Initial Complaint

  Date:01/17/2023

  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 was quoted for this amount you saw on the attached document and they deducted $300 more from my account. Not only did they do that, they left the job unfinished. I called for them to call the city for inspection to be done, they are talking to me as if they do not know what I am talking about when they know that after they are done they need the city to come and inspect their work. They have yet to do that. I have no right on calling the city for them to do inspection. They were not supposed to get paid their final money until inspection is performed and passed. They didn't care about getting my job inspected nor pass inspection. They just decided to get their final payment without contacting me on top it they withdraw $300 extra and provided me with liars for taking in.

  

  Business Response

  Date: 01/18/2023

  i am sorry you are upset but you called us to give an est which we did and you excepted the est. you needed to get the counter tops done b-4 we could do the work and you agreed to that as well Then you called to say the counter tops were in and we sent the techs back to do the job but in fact the counter tops were not done. I still had to pay the techs for going there and not have work to do as it was a waisted trip and a waist of time and money for this company You chose to get  the supplies your self *********** that you got them from didnt put in everything you needed so when we went there again to do the job that's when we found that you didn't have everything needed we did what we were able to do with what we had and now we are waiting for you to get the equipment needed again and we will go back when it arrives We just cant keep going back and forth for free and not able to do the work we are willing to do for you It will be 2 weeks before your missing parts are in for the payment You also agreed for us to charge for the work done and signed off on it for our payment We were only able to charge 1/2 for the work because your cc declined and you called the bank to open the cc up so we would be able to charge for the rest of what owed for the job The ****** was for extra work done I listened to the phone conversation that you had over the phone with the girl in the office and you understood and said to go ahead with the payment and even called to open your card for the payment  As far as the inspecting the work after you get your missing parts and we come back to put them in for you it will be time to schedule for your inspection > This is from the tech

    Customer did not want us to come back and put the trim on the dishwasher and did not want to pay us to install the pot filler above the stove because that was not part of original quote and told her there would be an additional charge because it wasnt part of quote and she wants her husband to do it instead and she wants her husband to install dishwasher instead also because we were going to charge an additional charge because weve been out here 3 times already also the fridge does not fit between Island and wall so the contractor said he will take it apart and install it all he has to do is push connect the water lines I have everything all set up and ready to go for him. Also having the contractors guys help us carry the stove over the island because theres no room Island should have been put in later because only fixture that has fit is the dishwasher everything for dishwasher is all set and installed proper also drain and water supply for the kitchen faucet is installed and tested no issues and Ive maker line is tight and tested. Gas line tested twice and everything is running good the electrician still needs to finish wiring box up so stove is not fully pushed in yet. Customer wants it left that way I made her aware this needs to be pushed in before inspection.

• Initial Complaint

  Date:12/19/2022

  Type:Billing 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 was charged $99 and $587.42 on my credit card for plumbing work performed by Dempsey at rental property I own in *******, ** on Oct 4, 2022. I believe these charges are very excessive. It is also my opinion that Dempsey has engaged in unfair and deceptive business practices including refusing to mail me a detailed itemization of the charges. A complete summation of all of the facts with supporting documents will be mailed to your *********** shortly.

  

  Business Response

  Date: 12/20/2022

  i am so sorry you feel that way. you asked for the service work to be done and agreed to the prices of the job The ***** is a travel fee/ diag to go there and the ****** was to take out and remove  the old toilet and replace it with a new toilet bolts and wax ring The charge was reasonable for what needed to be done as any plumber would tell you the same thing You did have water damage and the work needed to be done right away and we were there as you asked The invoice was sent to you Our estimates include parts and labor that's why its not detailed and itemized We go by a price book and its all together the parts and labor included 

  Customer Answer

  Date: 12/20/2022

  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,

  *******

   

   

  Customer Answer

  Date: 01/04/2023

  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. 

  See attached response 

   

• Initial Complaint

  Date:08/18/2022

  Type:Billing 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 have called Dempsey multiple times attempting to resolve this. They have refused to refund the unauthorized portion of the charge they placed on my credit card, and have failed to provide me with any explanation or documentation for the charge. I originally called Dempsey to request a service appointment for my home central AC unit. I was told when scheduling it would be a $99 up front fee by credit card which would cover the tech coming out and diagnosing the unit. I fully understood that any repair or replacement would be an additional charge. The tech did in fact come out and did test the unit. We were told what the problem was and told to call the company office to schedule the repair if we decided to proceed, which we did not. There were no repairs or replacement performed by this tech or this company. Our AC remains broken. Yet this company still charged my credit card $289.00 without consent. I was never once informed about anything beyond the $99 fee. At no point did we discuss or agree upon any additional charges, because no other service was provided. Diagnostic only which was paid up front. I am not disputing the $99 charge, that I did agree upon and authorize. I am only disputing the unauthorized additional $189.75 that was charged by the company after the tech had left. I was not once informed there would be any additional charge from Dempsey. I was never given an invoice, a receipt, work order or any form of paperwork. The charge showed up on my credit card hours after the tech had left my home.

  

  Business Response

  Date: 08/19/2022

  i am so sorry you feel that you should have had the service work done with out getting charged for it and only thought you should pay a travel fee ( no company goes out for free service) we have our phone calls recorded and i went back to listen to the conversation and you were told that the ***** was only for the travel fee  the compressor was not kicking on  but the tech was at your home for 1 hour and 45 minutes checking the system thoroughly The ***** is for ********/ travel fee and ****** was for the service which was trouble shooting the system, testing wires and also had to put the gauges on and found that the pressures were extremely high and as the other company who was there before over charged your system they thought there was a leak but that was not the case  The file is also under the name of *************************** and the invoice was signed for When putting in the signature you are able to see the charges and they were excepted and an estimate was made for you as well for a replacement if you chose to do so. for the work done and time spent ****** is a low to average price for the work done 

  Customer Answer

  Date: 09/05/2022

  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. 

  This complaint was not resolved by the business, they have refused to offer any solution.  What further action can I take to get this settled?  

  

  Business Response

  Date: 09/06/2022

     As i have explained several times i listened to the recorded phone call and the customer was told the travel fee is ***** any service done is an extra charge ( no HVAC company will do free service )  The customer claimed we were there 15 minutes but in fact it was 1 hour and 45 minutes  as i also have the tech on GPS and checked that as well *********** b-4 us over charged the unit and its a 410-A system ( they were the ones who did wrong by her from the start. Did they call that company and harass them?  )  our tech tested wires, did a gauge reading which was extremely high & made recommendations he  also put together an estimate if they choose to replace it ( all this takes time and effort) which they also asked about financing as well The ***** was for the travel fee and ****** was for the time & service The customer *************************** also signed for the tech to work on this system as well that means he excepted it and gave their consent and when signing to have this service done he was able to see the cost of the service right there upon signing & excepting   The phone calls they made coming into the office over & over were to the point of harassing the girls in the office and they were having a hard time trying to get any work done This went on for several days We are truly very sorry that the customer is unhappy with the answers they got and the service charges but we are not able to do free service just because they dont like the answer they got Please understand we went there as you asked We did the diagnostic as asked and serviced the unit to find the problem and also took the time to give you an estimate We go by a price book that tells the tech what needs to be charged for time there He didnt make the price up 

  Customer Answer

  Date: 09/12/2022

  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,

  *****

   

   

  Customer Answer

  Date: 09/21/2022

  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,

  *****

  Reason for rejection:

  The companys response statement and accusations are absolutely false. We did not sign to have any service done as they stated.  We were presented with an iPad screen signing that the tech did come out, and provided and estimate for replacing the system, which we did not do.  *************************** did in fact sign for that however, the credit card the company charged is in my name ***************************. Again, unauthorized. The company goes on to state that we called over and over harassing their staff, when in fact we made a total of 2 calls to their office during this whole timeframe. Upon researching Dempsey Energy further I have found statements after statement from their customers explaining how they fraudulently overcharge without authorization, without providing invoice, and without any additional work being completed to justify the charges. Almost every customer statement about ********************** explains that they had the same exact thing done to them, for various amounts of money. Dempsey obtains a customers credit card information over the phone, informs the customer it will be a $99 fee and then proceeds to place an additional charge on every single customers card without authorization or informing the customer. Im unsure how they have managed to do this to so many people without having legal action against them.