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:01/22/2025

  Type:Billing 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.

  Charged me full price for only completing a portion of the job and failure to call me back as requested

  Business Response

  Date: 02/03/2025

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to Mr. ****** regarding his concerns with the appointment he had with a Hutchinson Service technician on January 15, 2025. Due to his dissatisfaction with the visit, we offered to refund the amount he paid for the service. Mr. ****** was very pleased with our response and eager to resolve the matter. 

• Initial Complaint

  Date:12/31/2024

  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.

  My heater broke ten days ago. I called Hutchinson and they sent out a technician who didnt know how to work on my system. The heater wasnt fixed so I called again the same day. Another technician was sent out. He said he fixed the heater well two hours later it was not working. Made another call and they sent out the same technician who told me I needed an outdoor sensor and it would be ordered. The next day, the heater wasnt working. I made another call. Another technician was called out. He couldnt figure out the issue so I called again. They sent the same person out and finally someone figured it out. Of course he had to order a part. Christmas morning, our heater stopped working. It was 55 degrees in the house and I have babies in my house. I made a call on Christmas and was told they couldnt send someone out because no one knew the boiler system. I spent Christmas Day in a hotel room. The next day another technician came out. He had to order a part. In total, *** had seven visits and no solution. I had to call today and was told no one would be out because they need both parts which Im still waiting for. Its completely unacceptable that a business thinks this is appropriate way to conduct themselves.

  Business Response

  Date: 01/10/2025

  Thank you for the opportunity to address this complaint. On January 10, 2025, our Customer Relations Manager spoke with Mrs. ******* to address her concerns regarding the number of visits required for Hutchinson to repair her system. During the conversation, Mrs. ******* shared that she had to stay in a hotel due to the cold temperatures. We have requested that she forward her hotel bill for review, and we will work diligently toward a resolution. Mrs. ******* expressed her appreciation for our efforts to resolve this matter.

• Initial Complaint

  Date:08/06/2024

  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.

  WE had dealt with this company (Hutchinson Plumbing and Heating...aka Horizon) for routine annual maintenance. The **************************************** early June 2024. On June 19, 2024, the technician identified the problem as complete loss of refrigerant. He also identified some rust spots in the furnace component. Instead of paying to find the loss of refrigerant of the ** unit, it was recommended that the whole **/Furnace be replaced together. The company arranged for the Sales person (***************************) to come later that day. After making measurements, we were presented with recommended replacement units comparable with the original equipment, with a 10 year parts and labor warranty. (We decided also to have the 15 year old hot water tank replaced at this time simply as a preventive measure, with the same 10 year parts and labor warranty as above). The work/replacement was done on June 24 at a cost of $19,846, paid by credit card. Shortly after the installation date, we received in the mail a promotion for up to $3500 in free upgrades and rebates with no money down and 0% interest for 12 months. There was no mention of this by the sales person. After numerous calls to speak with the sales person (no response) and to request the promised 10 year parts and labor warranty information, we received only a copy of the manufactures parts warranty (labor N/A), with no mention of labor warranty from the installer. Our personal observation is that the **/Furnace replacement is not as quiet in operation and also has recommended filter replacement monthly. No Energy Star on the replacement units makes us wonder about the quality. Additionally, no manual/documentation information for any of the replacement units was given to us.

  Business Response

  Date: 08/16/2024

  Thank you for providing us with the opportunity to address this complaint. Our Customer Relations Manager has been in communication with ****************** concerning the gas furnace, air conditioning, and water heater installation completed on June 24, 2024. Today, our technician visited ********************** residence to address concerns related to the air conditioning system. Adjustments were made during this visit, and our Customer Relations Manager will follow up on Monday to ensure ****************** is satisfied with the modifications. Additionally, our Customer Relations Manager is currently investigating the warranty inquiries raised by *******************.

  Customer Answer

  Date: 08/19/2024

  
  Complaint: 22103711
  
  I am rejecting this response because: The technician was here and made adjustments but no big change in noise level.  *****, the customer relation person promised

  to look into the 10 year parts & labor warranty for the water heater but she said that the warranty was approved for the newly installed Lennox A/C furnace system.
  

  She said that she would call on Monday to confirm this information.  As of 3:15pm today, we have not received a call.  We have been promised  return calls before and

  have heard nothing back on numerous occasions.
  
  
  Regards,
  
  ******* & ***************************

  Business Response

  Date: 08/28/2024

  On August 20, 2024, our Customer Relations Manager confirmed with ****************** that he holds a 10-year parts and labor warranty. ****************** indicated that he would contact us upon his return to the property in a few months if any further issues arise. Additionally, our Customer Relations Manager extended an offer of three years of complimentary maintenance on the system and provided all relevant documentation via email. ****************** expressed his satisfaction with this arrangement and assured us that he would reach out should any additional concerns arise.

  Customer Answer

  Date: 08/29/2024

  [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 is satisfactory to me.
  We are happy after negotiating that the issue has been resolved. Over the years that we have used this business, we can say the technician support has been professional.
  Regards,
  
  ******* & ***************************

• Initial Complaint

  Date:06/10/2024

  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.

  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

  Date: 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

  Date:06/07/2024

  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.

  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

  Date: 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

  Date:12/20/2023

  Type:Product 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.

  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

  Date: 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

  Date:08/20/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:07/18/2023

  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.

  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

  Date: 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

  Date:06/21/2023

  Type:Order 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.

  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

  Date: 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

  Date:06/20/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  *************************