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:09/18/2023

  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.

  9/14/2023 HomeWorks Plumbing Heating & Air *************************************************************** Phone: ************** they came and replaced my out side water faucet i told them i could not turn it on and when it worked water came out the top of the hose he turned it on it someone turned it off to tight and after he changed the faucet he realized i didn't have it hooked up right i didn't need a new faucet i didn't realize i didn't have it hooked up right i called to talk to a supervisor the want call me back

  

  Business Response

  Date: 10/04/2023

  We take all concerns seriously and have made several attempt to contact the customer to discuss the matter and find a resolution. Despite our inability to reach ***** directly, we remains committed to resolving their concerns promptly. We will keep trying to reach the customer and will update the complaint as soon we connect with the customer.

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In April 2022 the company advised replacing our furnace and strongly recommended including a new air conditioner. Part of the quote was a total of $1,600 in rebates. After replacement, many emails and phone calls were needed to get utility company rebates totaling $800. We have been attempting to get the $800 Carrier rebate from fall of 2022 to current time. The company will not return phone calls nor email inquiries. We have contacted the manufacturer as well as the local distributor who have also had no success in encouraging HomeWorks to respond.

  

  Business Response

  Date: 07/19/2023

  Thank you for your feedback. We greatly value open communication with our customers, and we're glad to have had the opportunity to address your concerns promptly.
  We apologize for any inconvenience caused by the Carrier rebate promotion no longer being in effect. However, we are committed to ensuring customer satisfaction and are more than willing to refund the $800 difference in rebates as agreed upon during our conversation with ****** on 7/19/2023 at 4:13 pm.
  If you have any further questions or need any assistance, please don't hesitate to reach out to us. We appreciate your understanding and look forward to continuing to provide you with excellent service in the future. Thank you for choosing us, and we value your business!

  Customer Answer

  Date: 07/20/2023

   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. It will be even more satisfactory when we receive the refund.

• Initial Complaint

  Date:12/06/2022

  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.

  December 2nd 2022 Amount to be $9230 Invoice ********* I had a gas water heater installed, I called their 24/7 emergency line as I noticed a gas leak 2 days after installation and the technician never came. I called Centerpoint, they came and identified multiple leaks, they had to shut down the gas main line for safety purposes. We had to sleep without furnace with temperatures below the 20s. And Home Works didn't care putting me and my family in danger.I am not satisfied with the equipment and the service, I called to have the water heater removed/returned and HomeWorks do not want to remove the equipment obligating us to stay with the equipment.

  

  Business Response

  Date: 12/06/2022

  We apologize that there was a fitting that failed on the gas line and there is no excuse for this. 

  We received the call overnight on the 4th/5th and had an appointment booked by 5am and the technician was there shortly after.  Our company policy is to have the client call the gas company as soon as they notice a gas leak.  When the gas company arrived, they found a single leak that we repaired promptly on the 5th.
  
  The complaint states that we never called the client back - we have documentation that shows an appt was booked at 5am and we have text/email confirmation of this appointment.  When ************** arrived, the client initially refused to allow us to fix the issue so we sat at the customer's home for over 30 mins.  After 30 mins, the client allowed us to fix the issue.  Upon fixing the issue, everything was determined to be working great.  We are scheduled to go back to the home on December 8th to install an accessory that was not available on the day of installation.

  To claify; when arrived at the home, the house was not in the 20's.  

  Again, we apologize for the issue with the failed fitting that caused a gas leak but everything else with the tankless works as expected.
  

  Customer Answer

  Date: 12/06/2022

   I am rejecting this response because:

   
  

   I am rejecting this response because:
  1. When calling the Homeworks at 9pm on he 5th, they never direct us to the gas comany for a gas leak. The employee told us that she was goin o send a text to the technician who should.be calling us soon.
  2. We called again on the 6th at 6:41am and they gave us an appointment  for 8am-10:30am. The technician arrived at around 9:30am and we obviously let him in right away as we were without furnace and wanted to have it fix.
  3. We did received a text and notification at 5:28am for a 8am-10:30am appointment.
  4. The employee form Centerpoint identified multiple leak and **** all the leaks. 

  5. The technician only ********* leak and my house still has the gas smell.

  6. The contract clearly state that the buyer can cancel the purchase withing 3 business days after the purchase. We have made an appointment for the 9th to have the gas water heater remove from the property  and we are not satisfied with the equipment and the service. Once the equipment is removed the issue will be resolved.

  7. Just to clarify, the weather on the 5th during the night was below the 20s, not the house.