Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My nest thermostat was set at 71 and my heater was running and it was 78 in here. I contacted ****** nest and they had me remove a wire to see if it was the nest that was the problem. It was not, so they told me to get my furnace looked at. I called Larry and sons and they came the next day. He fixed the furnace and charged us for a part that wasn't the one we needed. He stated the one we needed wasn't on his truck and the other part caused us 80 dollars more than the one we needed. Then he proceeded to tell us we needed a new thermostat. The ****** nest just needed repaired to the wifi, but he insisted we needed a new thermostat. He put in a ********* thermostat that is online for under 100 dollars. He charged us 542 dollars for the thermostat. I wrote Larry and sons 2 emails about this and called on Monday. I was told a billing specialist and a technician would call be back about my concerns. It's now Wednesday at 212pm and I've heard nothing. I want to know why I was charged so much for a thermostat that isn't even digital and why he didn't hook my nest thermostat back when nothing was wrong with it.

  

  Business response

  01/09/2025

  We are happy to share that after a call with our Branch Manager a solid resolution to Ms. ****'s concerns was agreed upon. We look forward to continuing our relationship with Ms. **** and thank her for her time and candor.

  Customer response

  01/10/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  11/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I want to express how I am extremely upset and disappointment I am with my most recent service from you, Larry and Son’s. On 09/27/2024, your service technician, Daryl, was very combative. He was trying to up-sell, lying saying I needed a larger well holding tank than what I had purchased before his arrival. I have enclosed pictures of the before (A) and after (B) to prove that I was charged for a “copper pipe” that was NOT installed at all. I want a REFUND for the $320.00 (2122p) that you charged me for something that was not installed. I am so frustrated with this entire experience that I even called the office and “Amy”, the "manager” was to call me back to discuss this further. It took her several days and she was rude and combative when she finally did call several days later. I explained my frustrations and told her that I no longer wished to do business with Larry and Son’s and to CANCEL my service agreement. I noticed on my Credit card statement on 10/16/2024 I was charged $20 for the service agreement that I canceled when I spoke to Amy. I want a refund for $320 for the copper pipe I was charged for but never installed and the October $20 for the service agreement that I cancelled with Amy when I was discussing my recent frustrations with her. I do not want to do business with a company that is not transparent in their invoicing and that charge for services not rendered. ? I also want to add to this complaint the PRICE GOUGING that Larry and Son’s are engaging in as part of the deception and non-transparency of their actions. The 32 gal Pressurized Well Holding Tank that I purchased at Home Depot was $289 but the one that was listed on my invoice #********* on 08/22/2023, for the same 32 gal Pressurized Well Holding Tank, Larry and Son’s quoted me $1318.00…OVER 4.5 times the amount. That is PRICE GOUGING. Larry and Son’s business practices are harmful to the community

  

  Business response

  11/11/2024

  Ms. *******, We apologize for any confusion there may have been in billing. In reviewing your invoice, it does appear that our technician selected the wrong task when creating your invoice.  Fortunately for you, the task he selected was, approximately $100, less expensive than the actual task completed. We will not be offering a refund at this time, nor will we not make the correction to the invoice as that would cause you to have a balance due. All work and costs were agreed to prior to services rendered, including the cost of the holding tank. Please note that we do not use customer supplied parts because if the part fails, we could still be liable yet cannot attest to the integrity of that equipment. One of our technicians’ goals are to provide our customers with good, better, best options. Most of our customers appreciate this as it enables them to make informed decisions. It is completely up to our customers which option is chosen. While we are sorry to hear that you feel the cost you agreed to is too much, we are pleased to know that the work performed was to your satisfaction. Thank you.
  

  Customer response

  11/14/2024

  
  Complaint: ********
  
  I am rejecting this response because: There was nothing else done. To warrant an extra $300+ extra. In your phone call you mentioned that "a couple extra fittings" would have been more than what I was invoiced for. That is highle price gouged as "fitting" are only a few dollars" and wasn't needed or added to my repair. You can clearly see in the pictures what the technician did and it in no way should have been remotely close to the large amount I was fraudulently charged. So are you agreeing that it is your practice to PRICE GOUGE customers? 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  06/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am dissatisfied with the experience that I had with the technician Lyle H***** that came to my home on 6/7/24. He came to my door with a tablet, cell phone and screwdriver to inspect the unit. He opened a panel to find a blinking yellow light and advised that the issue could have been one of several issues listed on the inside of the panel. While he had the system running, he kept feeling a pipe and advising that it was not getting cold which it should be doing. At this time, he advised me that the system had a leak, he then checked his tablet to find out that the unit was no longer under warranty. He then advised that he could put some stop leak with Freon which may or may not stop the leak at a cost of almost $2,000 and informed me that this would only be a Band-Aid and that the unit required replacement. The 2nd inside unit was never looked at by the technician. I met with your advisor Jenifer D***** the following business day 6/10/24. When I question why the technician came to inspect with only a tablet, cell phone and screwdriver she had no answer. I then asked why no gages were used to detect any leaks and she did not have an answer other than the technician was one of her better ones. I questioned why the technician did not inspect the inside unit and she advised that once a leak is detected they don't always inspect the 2nd unit as both would be replaced with the purchase of a new unit. She did advise that she could refund my service fee of $49, she could also provide me with a service contract at no cost to me. I had another company inspect the unit. They used gages & meters on both units to determine that the units did NOT have any leaks. I was also advised that had there been a leak it could be repaired as there was nothing wrong with this unit. It was a total cost of $250 to repair the unit vs the $14K Larry & Son quote to replace a unit that did not require replacement. I do expect that the service fee be refunded as I was advised it would be.

  

  Business response

  06/25/2024

  Thank you for reaching out.  We will have a member of our management team contact you.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 30th, an email was sent to an email address that was provided to us by Larry & Sons so that we could terminate our service agreement. On April 15, our bank account was debited the service agreement amount. A second email was sent on April 15, requesting a refund and a phone call to settle the matter. No one responded to the email and no phone call was received.

  

  Business response

  04/22/2024

  To whom it may concern:

  Apologies for the delay in the communication with this request. We will contact and resolve.

  Best,

  M.V*****

• Initial Complaint

  03/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Larry and sons plumbing has gotten ridiculous with their prices. 250.00 to disconnect a dishwasher, 600+ to replace the disposal, which I had already bought the part and 300+ to replace a faucet again, I had the part. Then I got the insurance with them and paid the year upfront. I want to cancel because I never get to use it. She was snotty and said I had buyers remorse and if it was a dress I couldn't return it. I just wanted the rest of the contract, 5 months paid back. She said the penalty was 5 months. No money, no sense. Read your contracts and ask about cancelation clauses before you buy. My contract says that it is a penalty for early cancelation since I paid for a year up front. If you pay month to month, you can't cancel until the renewal. They do not give you any money back. The penalty is paying the rest of the contract. It is very unclear according to my paperwork how this really works. I called to cancel in February and would like $100.00 refund. Do not renew! If that was unclear when I called.

  

  Business response

  03/14/2023

  Larry and Sons prides ourselves on delivering a 5 star experience for all of our customers and it appears as if we may have missed the mark here. Although we don't offer refunds on our service plans, we were able to work with this customer and come up with a resolution both parties are satisfied with. Please let us know if any further assistance is required.

*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. ↩