Complaints

• Initial Complaint

  10/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We hired **** to install a furnace in Feb/March of 2024. They installed the furnace incorrectly, and caused water damage to the master bedroom closet, walls, and ceiling. They agreed it was their fault and agreed to reimburse us for the removal, remediation and reinstallation of drywall, carpet and other materials. They did not want to be held liable for the work completed so they tasked me with sourcing and getting quotes for companies. The drywall was removed, **** wrote a check for that amount. I provided a quote for the reinstallation which **** said was too much. It has been over a month with our master bedroom closet unusable, while being torn down to the studs. No insulation in the closet of furnace room is robbing our room of heat, and causing my wife to organize her work clothes on the floor of a spare room.

  

  Business response

  10/29/2024

  Mr. ******* we apologize for the inconvenience that this has caused you.  As we have spoke about several times, we have turned this over to our insurance agency.  The claim is in the hands of the insurance carrier and the insurance adjuster to ensure the most proper terms of compensation.  We will continue to correspond with the adjuster to get as quick of a resolution as we can.  We do recognize that we made a mistake and this is why we are going through the proper channels to make sure it is handled for you. Thank you.  

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was charged $89 for dispatch fee and additional $140 for parts and labor, however nothing was repaired only an estimate for repairs that could not be done that day. I am willing to pay the $89 fee, the extra fee was not disclosed when scheduling service or by service tech until invoice was presented.

  

  Business response

  07/11/2024

  *****, after listening to the phone call in which you scheduled the call it sounds like you were told that there was a $89 dispatch fee plus the cost of parts and labor.  Our technician was there for an hour and a half working, it looks like he did a considerable amount of work searching for the leak after the diagnostic determined the unit was low of refrigerant. We apologize if he did not clarify that the diagnostic was done at that point and his time was then chargeable. Although we went way above and beyond the cost of a $89 dispatch fee tracking this down for you, we will refund the $140 based on the fact you are saying the leak search was not approved. 

  Customer response

  07/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *************************

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Transaction date: 10/26/23 Amount: $324 Business committed to tune up the furnace at a cost of $79 The igniter was broken by the actions of the technician. The replacement part was offered for $245 while retail cost ranges from $16.99 (Amazon) to $52.60 (Ace Hardware). The technician refused to finish the service without the part. Because of the active heating season, I had no chance to invite a different company to fix it.The technician explained that the parts prices are fixed and company management would not be willing to discuss this matter.Invoice ********

  

  Business response

  11/20/2023

  Dear ******, the refund of the igniter is being processed and is being sent out to you.  From our understanding, your igniter was extremely brittle and worn after years of use. We apologize that when your igniter was removed to be cleaned, the part broke because of the delicate nature of it's current state.  We are glad that we were able to get this replaced for you before it's undoubted nearing failure.  We have informed ************** that it would have been best to discuss the delicate nature of this part before it was removed, as to inform you of that. We do recognize that you can easily find the price of parts at a cheaper rate, as in many business's the cost incurred reflects what is involved with the skilled labor, training, and diagnostics of a quality technician as well as the the convenience of having the part, installing that part and providing a superior warranty to that of our competitors.  We hope that we can move past this and continue to work together into the future.  

  Customer response

  11/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *************************

*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. ↩