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:02/20/2025

  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.

  Atlantic heating installed our heat pumps in 2021. They installed a water system incorrectly, which we had to have replaced a year later. We have five heat pump heads and two condensers one of which is working correctly, the other condenser which has two heat pumps on it has been faulty since installation. Atlantic heating has tried and failed to fix it. It was installed incorrectly and almost started an electrical fire. We hired an electrician to fix the bad electrical work, which Atlantic heating reimbursed us for two years ago. We have continued to have problems Ive had long stretches with no air conditioning and no heat. We had no heat for 3 1/2 weeks in December 2024 and have been without heat for the last three weeks and are currently without heat at the moment. Atlantic heating says they dont know how to fix our system and they are done dealing with our heating system. Again, we are without heat in the dead of winter as they removed our oil furnace when they installed our heat pumps. They have told us that we could take legal action if we like. We have photos and written reports from an electrician and another heat pump technician from another company stating that the system was installed incorrectly to begin with and that it needs to be replaced. We have communicated all of this clearly with Atlantic heating and they have failed to fix the issue or replace the system.

  

  Business Response

  Date: 02/28/2025

  Atlantic Heating Company installed a Bosch on demand water heater on 5/20/2019, and Daikin heat pumps for this customer on 5/28/2019. They requested that we remove their oil heating system at this time as well.
  The original placement for the water heater was going to be vented in the back of the house, within 5 ft of the boiler installation.  The heat pump condenser was going to be installed on the side of the house.  The customer requested on the installation date, that the condensers be moved to the back of the house, because they didnt want the condenser to be seen from the street.   Due to moving the condenser, we could no longer vent the water heater out the back of the house;the proximity of the vent and the condenser would have been too close.  Because of this, we had to run the exhaust for the water heater an additional 15, to the side of the house.  This was longer than recommended, which later caused issues with the water heater, causing it to fail.  We returned, and replaced the water heater with a different brand free of charge, as we guarantee our work for at least one year.  This replacement water heater was almost 2 years after the original was installed.
  More than three years later, in August of 2023, we got a call to service the heat pumps that we installed, and sent a technician.  After multiple occasions of getting this system up and running, after calls of it not working, we lost the technician who was certified to work on Daiken heat pumps, and we notified this customer that we could no longer help them. 
  After continuing to call us and threatening to sue us for not fixing the unit, we ended up sending a newly hired heat pump technician to take another look.  This technician made recommendations for the customer to adjust their amperage.  The customer informed us that they had an electrician who found an arch, which the customer provided pictures of.  ********************************************* reimbursed the customer for the cost of the electrician to service this unit.  The customer also informed us that another ********************** was there to repair the unit and allegedly found refrigerant leaks.  They insisted that we return to service the unit, so we sent a technician to confirm the refrigerant leak, and they could not locate one. 
  Each time since, we have documented that we received a service call and dispatched a technician, the unit was working each time we arrived.  In December of 2024, we were notified the system was yet again not working, and the technician found the *** was faulty.  We replaced this $1,000 board,without charging the customer, even though it was out of warranty.  With over 15 visits to this location for repeated service calls, the customer has not paid anything out of pocket for parts or labor outside of the original installation cost.  We have told them we feel it is best for them to use the company who has serviced it since us.