ComplaintsforPeak Heating and Cooling

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In Dec of '23, I purchased a new furnace and AC system for $12,660. The system I purchased was supposed to have $800 in rebates. I supplied a copy of my utility bills and was told they'd handle the rebates. It's now 7 months later and I still haven not received them. Additionally, they NEVER pulled permits for the installation or had it inspected. Technicians have been to my home 5 times for issues with the equipment. Some issues still aren't resolved and left our family without heat twice. I've been trying to get resolution for 6 months. They will not respond to my emails or even confirm receipt. They keep promising to return my calls, and haven't done so once. I'm at the point of calling daily and I'm told that I can't have the contact information for the person responsible, they aren't available, and they will return my call.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 4/29/24 peak heating and cooling came to our house to give us a quote for a BOGO deal buy an AC get a furnace for free after inspecting our home we where given some options and packages we can choose while on the phone with my girlfriend and we chose a package and initialed an estimate no other paperwork was given to us other then a warranty after estimate was signed we were told that my girlfriend was pre approved for the amount peak then started removing our old furnace and started installing the new equipment half way through the install we received a call from the bank and said that we where not approved for the financing peak then continued installing and sent our information to 3 more banks 2 of them denied us and when I got the call a week later from true community credit union we where told that we where approved for the loan in the amount of $25300 that is after the bogo deal after hearing that I called peak and asked to send me a breakdown of charges and an explanation as to why this cost 15,300$ more then 2 other contractors I have a quote with that came I. At 9,736.87$ I was told over the phone the the discount was applied to the bill and taken off the price On 5/14/24 peak came to our house to go over the charges we where told that the 4,800$ bogo deal was already applied to the bill of 25,300$ witch would make the total price at ****** for a AC and Furnace and install equipment we told them we wanted them to remove there equipment and take it back they told us that it illegal for them to do that I told them again we dont want the equipment so take it out of my home at this point we have not paid peak a single amount until this is figured out

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Saturday, 12/1/23 Peak ******************************************* came out to my home to look at an error sensor error code (49) that was being displayed on my Rinnai direct vent furnace. This had to be done at the request of Rinnai for covered warranty work to be done. The technician verified the code and called ************** support as was requested and they had him do a couple tests and determined that the circuit board should be replaced, and it would be covered under warranty stated by ******. The Peak technician said an estimated quote would be sent for the part and repair and normally the customer must pay for the parts because Rinnai charges them to send them out then the customer needs to take care of the reimbursement with ******, so I said OK he also stated I needed to pay a diagnostic fee of $89.00. I received the estimated quote by email a few minutes later for $689.00 for the board with no other details. I called Peak on Monday morning to ask about the quote and was told that I would be paying for the part because Rinnai charges them to send it out, so I was under the understanding that I was paying for the parts and labor. Later that week I decided to call Rinnai and ask how warranty parts are sent out and if they needed to be paid for up front before sending them out and was told they do not have to be paid for because its covered under warranty which made me somewhat concerned because Peak was saying they had to pay for the parts. Then on Saturday, 12/9/2023 Peak came back out to install the new board which solved the problem, and it took about an hour with me helping the Peak tech because he was having issues getting some of the wiring harness connectors off the board and I was worried he would break the wires because he was struggling, so I told him I can get them off. I also had the unit already apart for him, so he didnt have to take it apart or put it back together. The unit worked after the new part was installed that ****** sent, when he finished, he said the charge would be $689.00 and then I ask him about the parts charge and told him ****** sent parts at no charge so why was I paying that price since they didnt pay for them. He said I needed to contact the office about that, but needed payment so I paid by check, and was told I would receive the invoice by email shortly and he left. I waited and never received the invoice for the repair, that I needed to submit to Rinnai for reimbursement under warranty.On Monday. 12/12/2023 I called Peak Heating cooling and told them I didnt receive and invoice for the work done on Saturday and ask why I had to pay for the part because ****** sent it at no cost. I also stated it needs to show what the labor was and the parts charge for ****** to reimburse me. She said she would get the invoice out to me shortly and would check about the parts charge. A few hours passed and I still didnt have anything from Peak, so I called back and was told they were busy, and nobody was in to take care of my request and was told she would get back to me the next morning. I said OK and proceeded to send the request by email to their accounts department as well. On Tuesday I waited for an email or a phone call from Peak then called them back close to noon and asked for their accounts department, the women that answered ask for what reason and I told her that I paid for work done on Saturday and was charged for parts that was covered under warranty and I still didnt have and invoice showing the parts cost and labor. I was placed on told for a few minutes and transferred to a guy by the name of **** that ask me what I needed so I told him that I had work done under warranty and had to pay for parts covered under warranty and I needed to know what the labor charge and the parts charge. He then said the charge is $689.00 and we dont itemize our labor or parts on an invoice. I said the estimated quote given to me was for me paying for the parts and labor he then said no its for a flat rate fee because we are a flat rate repair company. I told him I wasnt told that. He then said you are paying for a trained repair technician; at which time I said I had to help him with the repair, and it took about an hour with me helping. He then said it didnt matter if it took five minutes its still $689.00. I then told him I still need and Invoice showing a breakdown of the work done, and he said he would have to speak to someone that does the invoices and would email it to me by 1pm on Tuesday, 12/12/2023. On the evening of 12/12/2023 I processed a stop payment on the check. I am willing to pay for the service charge and a reasonable handing fee for obtaining the parts, however todate I still have not received an itemized invoice.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I feel like I've been nothing but civil with this company but I have nowhere else to go and need some help. I feel like this is such a small ask but so many emails and calls later no one is responding to me (or taking the action that I need). I had a central AC and furnace replacement in August 2023 through Peak. This makes me eligible for a $200 credit for my utility provider, ***************** $200 is no small amount and could easily cover a whole month of my utility costs.To get the credit, I need a two page rebate form completed by Peak and sent off to ***************** I first reached out in early September regarding this rebate. After weeks and weeks (now multiple months) since installation, it is clear they will not do this rebate for me. I attached the email receipts here, but have also placed multiple calls to the business. They always act like they will do it, and then they don't. I was able to work around this with Consumers who stated I could fill the rebate out myself as long as I attached an invoice. However, I never got an invoice after the work was completed, and Peak has been ignoring my requests to send me one. My preferred outcome for this would be that they complete and submit the rebate form themselves (as that is how it is supposed to be done). And then they send me proof they completed it.A secondary acceptable outcome would be they send me an invoice for the work (they never provided me with one) so I can do the rebate.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/3/23 my property management company arranged for Peak to come to a rental property for an air conditioning repair during a guest stay. I later received an invoice for $730.34, showing only a $689 charge for replacing a capacitor plus $41.34 in sales tax.As a landlord for 15 years I am extremely familiar with HVAC service costs, and this invoice startled me. The part replaced is an inexpensive one, available to the public for $11.62, and is simple to replace. Based on the work completed, I would expect a service call fee, the part charge, reasonably 1 hour of labor, and sales tax on the part. On 7/7, I emailed Peak to request additional information about the excessive charge, specifically a more detailed invoice and an explanation of why 6% sales tax was applied to the full charge of $689 instead of only to the parts portion of the bill. Nobody responded, so I emailed again. Nobody responded again, so I called and was told the service manager would call me. Nobody called, so I emailed again and found their ******** page and sent a message, both threatening a BBB complaint. An hour later, someone named **** replied and stated he is the service manager. He gave me a broad and condescending explanation of the costs of running a business, such as overhead, fuel, and the cost of using a CRM, none of which answered my question or addressed this specific invoice. In the email he provided a phone number and said I could call to discuss. I immediately called to discuss, but a woman picked up, said **** was not available, and said the number I was provided is her number. I hung up and emailed **** back, again requesting information about the specific charges for this service visit, and have still not received a reply.It would seem that Peak is price gouging and pocketing excess sales tax applied to non-taxable installation charges, and when called out on these practices hopes the problem customer will go away by ignoring them.

  Business response

  08/03/2023

  Dear ****,
  
  Upon reviewing the invoice, I would like to draw your attention to the fact that we have included a charge for the specific part, namely the mini-turbo, at the price of $689. It is important to note that this price reflects our retail value.
  
  In regards to your point about labor and parts being itemized separately, I must clarify that we sell the part as a whole entity. Therefore, it is not our practice to break down the costs into individual components. Consequently, the tax we have applied is calculated on the total invoice amount, which encompasses both labor and the tangible personal property of our company.
  
  According to the regulations set forth by the *****************, it is mandated that individuals or businesses selling tangible personal property to end consumers must remit a 6% sales tax based on the total price of their taxable retail sales to the state. If you qualify for tax exemption, we kindly request that you provide us with Form 3372.
  
  Lastly, I would like to inform you that we do not impose sales tax on any tune-up, which is labor only, or our diagnosis fee, which is labor only as well. Should you have any further inquiries, please do not hesitate to reach out.
  
  Best regards

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  All of the people that have come to my house have been very nice but we have had so many problems with Peak. Four different technicians told us we could put the a/c unit in a specific spot. Once they installed it, we noticed that cosmetically it looked awful but wanted to see if they would fix it once the electrician came to finish the job. It took a week of me calling to get the electrician scheduled and another week to get him out here. Once he got here, he stated he couldnt finish the job because it was out of code. When we called the company to figure out next steps, they wanted to see if ************ would let it slide showing me they have no problem at all going against code. The unprofessional in that statement alone was extremely frustrating to hear. With the the amount of money we are spending, we expect it to be done right and done right the first time both technically and cosmetically. We asked if there was anything they could do for us for the problems and work we have to put in and they offered us a free dinner which felt like an absolute slap in the face. The manager came out to look at everything and agreed that the cosmetic job looked awful and that we would hear from the company on real compensation and have everything completely fixed by next Wednesday, yesterday. We have not heard from him or anyone in the company. The lack of communication, unprofessional, and price is worth no ones time and I would never recommend.

  Business response

  06/14/2023

  
  Dear ****** family, 
  
  Thank you for bringing your concerns to our attention through the BBB review. We sincerely apologize for any delays in communication that you experienced. We understand the frustration this may have caused.
  
  We want to assure you that we take your feedback seriously and have taken immediate action to address all the concerns raised during the inspection. Our team has diligently worked to make things right, following our commitment to the no change order guarantee.
  
  We appreciate your patience throughout this process, and we would be more than happy to discuss any further questions or concerns you may have. Please feel free to reach out to our customer service department, and we'll do our best to assist you.
  
  Thank you for giving us the opportunity to rectify the situation, making the install up to code per inspector request and we hope to regain your trust in our services.
  
  Sincerely,
  Peak Heating, Cooling and Electrical 

• Initial Complaint

  03/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Less than a year ago, June of 2022 we hired Peak to install a brand new AC in our home. They were quick and friendly when it came to installing our AC so much so that we hired them again in November of last year to install a new furnace because our furnace went out. Fast forward to now, the city of Wyoming electrical inspector informed us that the permit they took out for the electrical part was done so illegally because we needed a whole new service which he said is a new electrical panel. The electrician stopped by in early January and we are now in March and this problem has yet to be fixed. I have called them multiple times and each time its a different story. They sent out 2 different electricians and both were unable to immediately figure out why they failed inspection. The inspector informed me that he called Peak and had a conversation with the first electrician about the failed inspection so they are very aware. I have talked to the owner of peak and they have said they will fix this issue but this has been ongoing for months and nothing has happened. Its starting to feel like we are just being given the run around about an issue they caused. Had I known that installing a new AC would cause this much issues I wouldve never done it. Im reaching out to the BBB in hopes that youll be able to help obtain a resolution on an issue that has been ongoing for too long. If they dont fix this we will have to come out of pocket and finish what they started. Again we were never made aware by Peak that installing a new AC would require a new service electrical panel that would cost us an additional $3-5k

*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. ↩