ComplaintsforHutchinson Plumbing Heating Cooling

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good afternoon, My name is ************************* and I want to file a complaint against the above named company. Ill give you a little background information regarding this issue. 2 years ago Horizon Services installed a new air conditioning unit at our house. Hutchinson was since brought by Horizon services. The cost of the unit was $7,000. The unit lasted 2 years before we started having issues with it. This first issue was a blown fuse. A tech from Horizon came out and replaced it. I was concerned because it he was at my house for well over an hour. A month later another tech came out because our house wasnt cooling down. The tech looked at our unit and right off the bat stated we had a leak. He did not inspect the unit or any of the piping. We were told it would cost over $600 to find the leak and at least another $700 to put freon in. Again this tech did not inspect anything he made an assumption. I spoke with ***** in the warranty department and before she hung up on me she informed me of different scenarios of what the problem could be. Nothing was discussed about about any partetc. ***** proceeded to tell me it could be the coil, if it is a coil she informed me it would cost $3,500. Why in the world would I have to pay that much money. Now if Im correct the coil is considered a part, which is covered under warranty. So ***** is also making an assumption. ***** also stated Horizon would no longer service our unit. I do not know if this is legal or not. I reached out to the company numerous times and didnt receive any response. Our unit is only 2 years old and we should not be having any issues. I dont know who to speak with to get this corrected. I'm paying a lot of money for something that doesn't work. I just want my unit fixed and I also feel as though we should be charges for the labor. Again this unit is very new and should last at least 15 years not two. Id really appreciate if something could be done. Thank you for your time.*************************

  Business response

  06/20/2024

  Our Customer Relations Manager reached out to ************** to discuss his concerns with the installation of his ** from Hutchinson on February 9, 2021.  After further investigation of the service repairs mentioned, Hutchinson added refrigerant and performed a leak search on the ** on June 12, 2024. Our technician noted there were no leaks and this may have been a result of a ******** pin not fully reset after the pressures were checked during the last visit on August 31, 2023. Our Customer Relations Manager followed up with ************** after the service visit at his home on June 13, 2024 and he stated he was 100% satisfied. 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hutchinson installed two new AC systems in May 2021 for a total of approximately $30,000.00. One year later in May 2022 one system was not working right. Hutchinson came out and identified the issue was a leak of Freon at the caps on outside unit. May of 2024 the system would not cool at all. Upon inspection all Freon had leaked from a manufacturer defect. I had to pay for leak detection and 8lbs of new Freon for a total of $2,800.00. They told me the part that was faulty would be covered by manufacturer but I had to pay $3,600.00 in labor. I assumed it would be a labor intensive change. It was one mechanic who was there for 2 hours. I now spent an additional $6,000.00 this year because of their neglect to find the actual leak in 2022. I have called customer service numerous times over the past week to try and resolve this and keep being told someone will call me back in 12 business hours which hasnt happened.

  Business response

  06/18/2024

  Thank you for providing me with the opportunity to address this complaint. Our Customer Relations Manager contacted ******************** regarding his concerns regarding the ** installation performed by Hutchinson on May 12, 2021. Following a thorough review of the service repairs conducted on May 21, 2024 as well as May 30, 2024, our Customer Relations Manager offer a refund of the repair charges as a gesture of goodwill. ******************** confirmed his complete satisfaction with the resolution offered.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/25, a representative from Hutchinson came to our property to look at our HVAC system and provide proposals for replacement. The proposal we were sent was through ************** for an estimated amount of $5,000. We were told that the electronic signature on the proposal was not binding and that we could cancel prior to installation if necessary. The following day, we contacted the company and informed them we would be financing and having our HVAC installed through a different company. Hutchinson cancelled the installation and said they were going to cancel the Synchrony application.On 12/20, my husband and I received an email about our credit card through **************, which neither of us opened or authorized to be opened. I contacted Synchrony and got confirmation that Hutchinson processed the application and had $5000 charged to the account. We DID NOT get services rendered through Hutchinson and we DID NOT authorize the $5000 charge. We believe this is deplorable business practice and have already reported the incident as unauthorized to Synchrony. The account is closed and pending investigation.

  Business response

  12/28/2023

  Our Customer Relations Manager reached out to ************** to discuss this matter further. We confirmed a line of credit was opened when they were approved for financing through *************** but we did not authorize or request any charges to the account since the installation was cancelled. ************** is satisfied at this time. 

• Initial Complaint

  08/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our AC unit at *************************************************** stopped working. It was installed and the condensate drain was designed and installed by Hutchinson. We had to pay for the first visit, $422.24 and then for the repair, $3,760.24, which exceed the cost of a new, installed unit. The unit is less than 2 years old. The water from the condensate drain went back into the unit and damaged the control board, transformer and door switch. *****, manager, was to research the issue and never returned my call(s). ****, *****'s supervisor, never returned my call nor email.

  Business response

  09/08/2023

  Our Customer Relations Manager has made attempts to reach out to *****************************, but we were unable able to reach them to discuss the experience with us further. We have reviewed the service provided at this property and believe all charges are correct as the issue was due to a lack of maintenance and the components we replaced are no longer under a parts and labor warranty. We encourage ******* to reach out to us about this matter and we would appreciate the opportunity to discuss this matter further and resolve any outstanding concerns. 

  Customer response

  09/08/2023

  
  Complaint: 20497472
  
  I am rejecting this response because: the piping falling between the ** unit and the roof is not related to having a maintenance contract with Hutchinson.  In addition, the price they charged exceeds the cost of a new unit installed.
  
  
  
  Regards,
  
  *****************************

  Business response

  10/05/2023

  Our Customer Relations Manager followed up with ****************** and explained the vinyl tubing is run from the condensate pump to the outside of the building, so when the pump is full, the water makes it out of the building. The vinyl tubing was clogged due to lack of maintenance, and since the water did not have a place to go out, it overflowed from the evaporator coil pan, causing the issues with the equipment. As a courtesy, we have agreed to add one year of the maintenance contract to ********************** account for the equipment we installed so this issue can be proactively avoided in the future. ****************** is satisfied with this resolution and will reach out to us with any further questions or concerns. 

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hutchinson installed a new A/C and Heating system in my house in 2021 and said I have 10 years warranty and we pay over $12 000 So we tough we were set more many years to come but wrong we start have problems with it less than 3 months after they did the installation and they been in my house over 4 times less than 2 years.Two weeks ago me and my family was eating dinner and the thermostat went off and the A/C so I called them they said you need to pay $89 for the technician to come we pay no problem and the technician said oh you need a cable replacement and changing fuse $1100 and I said I dont have that right now and I contacted them to explain my frustration over all the money we pay so we can be happy and dont have to worry about the A/C and Heating system and you said its 10 years warranty and they like the cable is not under the warranty.I didnt have money so I contacted the guy who do the refer repair for my boss to see if he can help me and he came and disconnect the cable and changed the fuse and it run like 5 minutes and burn the fuse again so he said contact Hutchinson and I will talk to them its not the cable since you have warranty I dont wanna do anything with it since then when I call them to ask to talk to someone on the management they be like they are busy they gonna call you back and never call me back and I call them the next day same thing or they hung up on **** am just to get this issue fix because its hot and I have kids in the house and after pay $12 000 less than 2 years I dont think its fair to try to make me pay again $1 100 if I didnt any problems with the system since he got installed I will be happy sometimes you pay money you cant afford to get happy but when it gives you bad result it is a problem.I am not happy with Hutchinson

  Business response

  08/01/2023

  Thank you for providing us the opportunity to assist ****************** with her concerns. We were able to rectify the issue with the ** and return cooling to the home. We followed up with ****************** to ensure she was satisfied with the working of the system and she confirmed this to be the case. We appreciate her patience in the matter and value her as a customer and now consider this matter resolved.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased an Air Condition and a Furnace Unit in Aug 2022. Recently, I have bad fumes coming through my vents. I called them several times. Every time some one comes out. They dont smell anything or they are trying to sell me a different product. And they leave. It's getting worse. I called yesterday 6/20/2023 to speak with a supervisor, the agent took my information and said it takes 12 hours for them to return a call. I follwed up around 4:15 pm the same evening, this time the agent say it's 12 business hours. I called back this morning 6/21/2023 and they said it takes 24 hours for them to return a call. He said he will send a direct message to the Supervisor. I'm starting to feel sick. My head is hurting from the fumes. I spent over 15k with this company. And to receive this kind of treatment is unfair. After spending 24 years in the military I don't see how this type of treatment is allowed. I have to sit outside on my back porch with my dog. Because the fumes are to strong. A new AC unit that I can't even use. I really need help.

  Business response

  07/04/2023

  Our Customer Relations Manager reached out to ************** to discuss her concerns. We had a field supervisor out to her home on June 21, 2023. We did not identify a smell being caused by the **** system we installed. We recommended some solutions, duct cleaning and a ** air purifying system, to assist with the smell of the air in the home. The duct cleaning was completed as a courtesy on June 23, 2023 which included cleaning all the duct work and diffusers, sanitizing the supply trunk, and spraying and cleaning the coil. We were called back out for a smell on July 1, 2023. We did not identify a smell being caused by the **** system we installed and recommended the ** air purifying system to be installed. ************** agreed and is scheduled for this system to be installed on July 6, 2023. We will follow-up with ************** after this service to ensure she is satisfied with the results.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/30/23 a technician from Hutchinson arrived at my home to repair a faulty lever on a toilet. Hutchinsons website claims their work is guaranteed for one year. The technician claimed the lever only had to be positioned back to its original place despite being told by me the lever seemed to be stripped. He charged me $266.68 for 5 minutes of work. Two weeks later, on 6/12/23 the lever failed again-the exact same issue from 5/30/23. I called the company and was told a technician would come back to fix the problem that same day, between 12:00pm and 4:00pm. I was told there would be no dispatch fee, and the repair was under warranty from 5/30/23. I then rearranged my work schedule so that I could be home for the technician. At 1:45pm Hutchinson called me and said their technician was tied up and he could not come out until the next morning. Hutchinson guarantees their appointments, per their website. I then lost a half day of work. On 6/13/23 the same technician from 5/30/23 came to my home and, without asking me, started to replace the lever with a generic brand. I told him I wanted to replace the lever with one similar to the one he was replacing. I also told him I expected to pay for the replacement lever. He then left and I assumed he was going to buy the new lever. When he returned he said he would have to charge me an additional $150, despite the fact that I was told there would be no charge. When I complained to two separate supervisors, I was told Hutchinson would reimburse me one half of the initial service charge of $266.68 and that they would still charge me to repair the lever. I declined, noting I was told the second repair was a no charge warranty visit. I also noted that I missed one half day of work after they cancelled the visit on 6/12/23, despite their guaranteed scheduling. Hutchinson feels it is fair to charge me for a repair that failed in two weeks, despite their guarantees. I want a full refund.

  Business response

  07/04/2023

  Our Customer Relations Manager reached back out to ************** upon receipt of this complaint. After reviewing the original service call on May 30, 2023 and the follow-up service call on June 16, 2023, we agreed the handle should have been offered at no additional charge since no other options were provided on the initial visit to resolve the issue with the toilet. ************** advised he'd already reached out to someone else to replace the handle and it had resolved the issue. We apologize for any inconvenience this caused and agreed to a full refund for the service call on May 30, 2023. He is satisfied with this resolution. 

  Customer response

  07/05/2023

  
  Complaint: 20204875
  
  I am rejecting this response because: Thus far I have only been reimbursed one half of the charges ($133 out of $266). Additionally, when I spoke with ***** from Hutchinsons customer relations, she agreed to reimburse me the full amount of $139 for a service contract that I paid for 2023 that I had not yet used and wanted to cancel. 
  
  
  
  Regards,
  
  *************************

  Business response

  07/12/2023

  The first refund of $133.00 for the plumbing visit on 5/30/223 was refunded to ****************** credit card on 6/15/23. The remaining $133.68 refund for this service call was refunded to ****************** credit card on 7/6/23. We have put through the request to cancel the service contract. He will receive a refund of $148.21 for the service contract. This has been submitted for processing and should appear on ****************** credit card statement in 2-3 business days. 

  Customer response

  07/19/2023

  [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 is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a new heating and cooling unit installed June 2022. It's only 6 months old. I've had issues with thr air unit during the summer and now I haven't had heat since Christmas eve! I should not be having issues with a brand new unit like this. I have 4 children and a grand baby in the house along with pets and we need heat. It has been 2 weeks and nothing has been done, claims of parts shortage but I don't think so. The heaters they gave are great BUT they are killing my circuit breaker as well as running up my electric bill. This is all unacceptable especially because I'm trying to make sure my children are taken care of and being left with no heat for this long in the winter is unacceptable. There has got to be something that can be done.

  Business response

  01/13/2023

  We want to take this opportunity to thank ************ for her business and apologize for her recent experience with Hutchinson. It is extremely important to us that our customers trust ** and have the best experience possible when it comes to all their HVAC and Plumbing need in their home. Our Customer Relations Manager was able to reach out to ************ and discuss her exprience. We have offered ************ a monitary resolution for her expereince as a courtesy and she has graciously accepted. We now consider this matter resolved and appreciate **************** providing ** with another opportunity to show her the type of exception services we pride ourselves on.

• Initial Complaint

  12/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased HVAC system on 5/22 for approximately $16,000. Since May, we had 4 seperate issues. Once in July, two times in October and now today, December 23, 2022. A brand new system should not have these issues. We decided to purchase this Hvac system because we have a newborn and our old system was 18+ years old and we didnt want issues like this happening. Hutchinson claims they are 24 hours, emergency services, etc. I called today because our Heat is not working (it is 11 degrees outside). An employee named ****** answered and said the best he could do is have someone come out tomorrow morning. I explained that I have a newborn in the house and that its getting colder by the minute and currently 58 degrees. I asked for a supervisor and ****** said a supervisor was not available. I urged ****** that I needed to speak to someone ASAP and he hung up on me. These conditions are not liveable and I cannot rely on a system that continues to brake after only 5ish months. I want a full refund and they can take their unit with them. I will take my business elsewhere.

  Business response

  01/06/2023

  Thank you for providing us the opportunity to review ********************** complaint. We are reviewing this internally and have made 2 recent attempts to reach out to ****************** to further discuss and request his return call at his earliest convenience.

• Initial Complaint

  10/26/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Original contract with ******** ******* systems from 12/1/2021 to 8/14/2022 when they got bought out by Hutchinson. Had ** check up May 2022. I have paid $126 so far. In August I got a mailing from Hutchinson stating they were taking over ******** ******* and I could renew my contract when it was up on November 4, but that the current contract would be honored for the ** and heater tune **** Made an appt. for heater, 10/26/22 and was told by service person it would be $79 plus $15 fuel surcharge! When I tried to reach *****************************, ******************* Agreement Supervisor, to discuss this, no one knew who she was! An ** tune up is only about $60, so I want the difference refunded to me, as I did NOT get the service I paid for!

  Business response

  11/08/2022

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to ****************** to discuss this matter. After review we found ****************** was owed a maintenance visit from her previous membership and should not have been charged for the visit on 10/26/22. We have refunded in full for this visit and ****************** is satisfied with our response at this time. 

  Customer response

  11/09/2022

  [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 one fact that is NOT clear - I did NOT receive the heater Service - the Refund that was sent to me, $84.15, was the refund of the monthly Service fee that I was paying to ******** Comfort before they took them over.    This resolution is now satisfactory to me and I will no longer be doing business with this Non Local company
  
  Regards,
  
  *******************************

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