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:09/07/2023

  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.

  Mar-22-2023 Goettl came to my house to change the filters on my under-the-sink RO (we supplied the filters). We had the company's ***** guard dog service (monthly billing). They sent out 4 different repairmen on 4 different occasions and never fixed my RO as they showed up without the appropriate parts. Before Goettl worked on my under-the-sink RO it did NOT leak. After the last water tech left our home, our unit it leaked in our cabinetry under the sink. I contacted Goettl management (director and VP of Operations). Director called me back, VP did not return my call. To save money, Goettl didn't want to change all the ************** fittings which resulted in unit dripping water in my cabinets under the sink to this day. The Director of Operations stated that my unit was old and so they are not responsible. My response was: Goettl broke the unit and Goettl should accept responsibility. Goettl offered a $200 discount for a new under-the-sink RO at $1800 vs. $2000 for an RO that I can buy on Amazon for $300. As a settlement, I would like to purchase my own RO and have Goettl install it for free. At this point, I am not asking them to fix the water damage on my cabinets. FYI - I used to own a water purification company. We had ***** RO coolers in businesses, including ********** and ******** The level of incompetence we received from Goettl in trying to change filters on an RO was astonishing.

  

  Business Response

  Date: 09/27/2023

  ***** spoke with customer today and they agreed that customer would buy new sink RO and ********************** would install it.  The customer will call ********************** back when he is ready for us to install it.

  Customer Answer

  Date: 09/29/2023

  The vendor (Goettl Plumbing) contacted and proposed a resolution.  We will purchase our own under-the-sink RO and they will install for free.  At least, that is what they offered.  I am to call Goettl (***********************) after we purchased a new RO on our own.

  Customer Answer

  Date: 10/03/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/06/2023

  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.

  I signed up for the ***** Guard Membership back in April the membership provides a plumbing service for free, but every month (May, June, and July ) I schedule an appt I get a call or text on the last minute asking to reschedule. Perception is clear that once a membership is established the customer is forgotten about. On the last cancelled appt I asked ******* to cancel my membership and to refund me since they have not complied. ******* text me back they will submit a task for the refund, but that never happened. These texts were back in July and yet again Goettl did not comply as I was charged again in August.

  

  Business Response

  Date: 09/06/2023

  Our sincere apologies for the reschedules, as well as our dropping the ball on creating the task. The appropriate follow up, coaching, and planning are being done to help prevent these from happening in the future. A manager is refunding the full club membership of $74.75 and cancelling the membership.

  Customer Answer

  Date: 09/08/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/06/2023

  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.

  I hired Goettl plumbing in May *************************************************************************************************************************************************************** good condition would be lined or coated. On September 3, 2023 I started having some sewer back up issues and called Goettl, they came out the next day and the technician determined that one of the secondary lines that had been coated had failed and was causing a blockage to the main line. The technician called his project manager, **, who stated that he could do nothing to help me and that if I wanted the lines repaired I would have to pay an additional *****K more, even though the repairs are still under warranty for parts and labor. The tech left my house at **** and when asked if I could use the bathrooms, he stated he wasnt sure but if I only put small amounts of liquids down the lines, it should be fine, but to call him if there was an issue. The next day, the tech arrives and i expected some sort of game plan, but when he called ** back, ** stated there is nothing I can do and hung up. The tech is currently trying to put a band aid on my sewer lines so at least my house might be somewhat useable, because it hasnt been for the last 16 hours.Goettl s motto is We do things the right way, not the easy way but according to how they are acting and their work, they definitely do no live truthfully to their motto. What I want from Goettl is for them to stand by their workmanship and demo/replace any remaining cast iron with ABS sewer lines and return my home to its original, condition to include leveling the cement, replacing the floors, fixing anything they damaged in the process and cleaning up their work.

  Customer Answer

  Date: 09/23/2023

  Goettl did come back to try and clear the sewage line blockage.  They stated that the old secondary line that they coated with epoxy last year had not collapsed but that they thought the blockage was caused by a piece that had broken off.  They hydro-jetted it and could not get the piece to clear so they were going to use the chain knocker, then said they would re-coat the line with epoxy when done.  They ended up getting the chain knocker and hydro jet stuck into my sewer lines and spent all day trying to get them dislodged.  They couldnt so they had to remove my flooring and jackhammer into the floor to remove that area.  The sewer line had a large crack that the chain knocker and hydro jet got wrapped up in.  They assured me they would return my home to the original condition and pay for the flooring to be replaced.  I sent them the receipt for the flooring and they said I should get a check in **** business days, we are past that and I have not received the check yet.  The flooring guys came yesterday to replace the flooring and they did a terrible job, there are planks that are chipped, planks that are not flush with the floor, broken connector pieces for the *** so there are gaps and its no longer waterproof. The area in the closet that they replaced looks awful, with large gaps (some planks dont even connect) and does not look professional.  The flooring guy wanted to epoxy the chips and I told them that I want my home in the condition it was before they caused the damage to my home.  They also needed to paint areas of the wall and ceiling where they used spray adhesive for the plastic barrier they put up.  I gave them the two white paints that had been used when it was painted recently, but I want sure which white it was.  They used the wrong paint, it also looks terrible. 

  When they removed my flooring and left just concrete for 2 weeks, the Project manager told me they would put boards down to protect the floor, they did not. The areas near the wall where the flooring was placed was not sealed or finished in areas.

  The flooring guy said the next step would be to replace a larger area of flooring, but there is a built in bookcase that I dont want them disassembling because their work has not shown to be professionally done.   

  I have now wasted three full days waiting for them to try and fix their mistake.  This does not include the other 3 days that they were working to restore my sewer lines, most of which I did not have working plumbing the entire days they were here.

  I am going to have to hire another company to put a camera in my sewer lines to see how they look now that Goettl re-epoxied it. At this point, I dont feel I can trust Goettl or the quality of their work.

  Customer Answer

  Date: 10/03/2023

  Goettl has been in contact with me and is going to replace the cast iron pipes. If they do what they have said they will, I will be happy and appreciative of their assistance. They are scheduled to start next week. Thank you to the BBB for getting my issue acknowledged 

  

  Business Response

  Date: 10/03/2023

  We went to the customer's home today and came up with a plan and schedule. We will be replacing the portions of the cast iron still present and replacing it with ABS. We will have to put back flooring, drywall and paint when done. We will be going out on Friday,10/6, to start removing flooring and continuing the re-drain on Monday, 10/9.

  Customer Answer

  Date: 10/17/2023

  I am happy with Goettls response and they have been in the process of finishing up the replacement. I appreciate the BBBs help in resolving this matter and I truly appreciate Goettl replacing the remaining cast iron with ABS and replacing my floors, drywall and paint. Thank you 

• Initial Complaint

  Date:09/06/2023

  Type:Product 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.

  I purchased a new AC unit from this company on 8/9/23. Before making the purchase, I requested for their sales rep to inspect my house because I was having problems keeping my house at 78 degrees. I told them that I want my house to be 78 degrees even if its 116 degrees outside without having the unit to be on 8 hours non-stop. I asked them if they could do this and they said yes, it can and will be done. Since they wanted my money, their customer service was exceptional. I made the purchase over the phone at about 11:30 am and their technicians were at my house with the new unit by 1:30 pm that same day. However, after the install, customer service went downhill. When the installation was complete, they advised that a supervisor would come to check their work and afterwards someone from the ********************* would come to inspect their work. No one has come to my house. I called the City and they have no request in regards to my home. I've been calling them numerous times advising my house goes up to 84 degrees and for some reason, they simply close out my request with no returned phone call. I have two seniors living at home; my mom is 89 years old with oxygen who suffers from asthma and my father is blind, kidney transplant patient. Because of my mom, I can't keep the house cold. However, due to the kidney transplant on my father, he feels hot pretty easily. So I consider a midpoint to be around 78 degrees. The only time the company did send their technicians, they were 16 hours late. They gave the excuse that part of the reason why the house warms up is due to my mom's oxygen (very lame excuse). I've called Goettl numerous times asking for someone to give me a call back with no success. If I am paying more than $18 thousand dollars for a new AC unit, I expect the unit to work as I was told. I have 2 handicapped seniors living in this household and I cannot have them suffer simply because of their incompetency, lack of service and lack of response.

  

  Business Response

  Date: 09/11/2023

  We apologize for the experience. We spoke to the customer on Friday and visited the home on Saturday. We said to seal outside door and flip unit 180 degrees so the return comes from within the home. We advised client to install slotted door so good airflow goes thru the home. This should be finishing up tomorrow.

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20556441
  
  I am rejecting this response because:

  First of all, no one came on Saturday.  I understand the business wants to project a positive image that they came during the weekend to meet my needs but that was not the case.  One of their managers by name of **** called me last Wednesday, September 6th and we spent an hour on the phone.  He was giving me excuses on why my house won't cool the way I want it to even though their sales rep and their technitians both stated that what I was requesting could be done and will be done.  He sent a technician to my house on Thursday, September 7th at 4 pm to see the job that was done. He advised he had talked to the installer on what happened and the installer advised he wanted to rotate the furnace 180 degrees but his manager said no.  Their technician by the name of ****** came to my house on Friday, September 8th at 11 am and they didn't leave my house until a little passed 9 pm.  

  No one has come to my house ever since even though they did not turn on my boiler and they did not connect my heater.  I called Goettl on Monday, September 11 following up on when they would come back to finish the job and up to this moment, no one has given me a call back.  

  For the above stated reasons, I do not accept the response Goettl has provided you with.  Our boiler is not turned on and my heater is not connected.  I am attaching a picture of how my furnace is currently.  They should not expect me to hire someone else to finish their job in building a wall.  For the amount of money I am paying, they should complete the job and leave my house looking in a professional manner.  Thank you for your attention and support and I hope to hear from you soon.  

  
  Sincerely,
  
  ******************************************

  

  Business Response

  Date: 10/02/2023

  **** spoke with the customer on 9/29 and he confirmed all is complete and running.  **** also gave him his cell phone number again.

  Customer Answer

  Date: 10/05/2023

  Good afternoon,

  In regards to the response from Goettl, their Manager, ****, did call me and gave me his cell phone number.  He asked how my system was running and the temperatures have been in the 70s so of course, my house is at a temperature I want it to be.  I am waiting for this weekend to come along and I will then test the system to see if in reality it is working to my satisfaction.  As you can imagine, testing an AC system setup at a temperature of 78% is hard to state if it's working properly or not on days where the temperature outside is 72% to 76%.  This is the reason why I'm waiting for the hot days to arrive and then I will be able to state if the system is working properly or not.  

  Also, their technician is expected to come to my house on October 20th along with the City Rep to make sure that everything is installed correctly between 9 - 10 am.  

  Thank you very much for the follow up.

  Customer Answer

  Date: 10/11/2023

   
  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. 

  In regards to the response from Goettl, their Manager, ****, did call me and gave me his cell phone number.  He asked how my system was running and the temperatures have been in the 70s so of course, my house is at a temperature I want it to be.  I am waiting for this weekend to come along and I will then test the system to see if in reality it is working to my satisfaction.  As you can imagine, testing an AC system setup at a temperature of 78% is hard to state if it's working properly or not on days where the temperature outside is 72% to 76%.  This is the reason why I'm waiting for the hot days to arrive and then I will be able to state if the system is working properly or not.  
  
  Also, their technician is expected to come to my house on October 20th along with the City Rep to make sure that everything is installed correctly between 9 - 10 am.  
  
  Thank you very much for the follow up
  
  Sincerely,
  
  ******************************************

• Initial Complaint

  Date:08/28/2023

  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.

  New damper/zone system installed 5/17/22. Had to immediately call back because dampers were installed in closed position not allowing any airflow from the **** unit. Installer could not install correctly. Installer came back and changed all dampers to open position so I had airflow, but the zones were still not working, airflow coming out in all vents, not zones. The zones were not installed correctly. The thermostats that were intended for 1 zone, were controlling airflow to other zone(s) in the house. Again, called back and sent a tech who spent hours rewiring the thermostats to the correct zones. Still not working at 100%.On January 11, 2023 the thermostats were shorting out. Contacted Goettl and no one ever responded back. Sent another email on January 18, 2023 and finally had a technician come and rewired the zones and thermostats AGAIN to keep them from shorting out. On July 18th it was noticed that insufficient airflow was coming from the vents. This was overworking the **** unit and causing the energy usage to go way up. Contacted Goettle. A technician came out on July 22nd. He was late 3 hours and poked his head into the attic and said there was nothing he could do and would reach out to the warranty department. We never heard anything back. 6 days later I called Goettl and spoke to "Manny" who was no help. He asked what he could do for me, and I stated "Send someone out to FIX Goettl system". No technician was ever sent out.Out of need to get unit working properly, I contacted another **** company (Simply Air) who came out and noted that the added zone was mis-wired causing the damper to CLOSE when the master bedroom requested cooling. Even after correcting the wiring, very little airflow from the ducts. He stated he could not properly check the damper motors without uninstalling much of the attic components to ensure proper function of the damper motors. Airflow is still restricted. Dampers may not be fully open. No way to tell.

  

  Business Response

  Date: 09/06/2023

  We apologize for the experience. The technician, Jun, went to customer's home on 8/31 and checked zoning system. He checked and verified all zones are wired correctly to the right thermostat, checked all zones are closing and opening when it supposed to, verified that the bypass dampers are working correctly, and zoning system is working properly. Theres some airflow still bypassing from the damper even when its closed and it is nominal. In follow up communication, we offered to reimburse the customer for what he paid the other company and the customer declined.

• Initial Complaint

  Date:08/21/2023

  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.

  Last year Goettl installed a new air conditioner and furnace. The installers had to cut a couple of holes in our roof and move tiles and roofing paper. They were supposed to schedule someone to come back and fix this issue, but they have not done so its going on over a year now. Every time I've called and asked when this will be fixed I get the run a round. I ask for a manager and nobody answers or returns a call even. I've been living with a half finished job and a hole in my roof! All I'm trying to do is get them to finish the job properly and to insure there is no further damage cause by their failure to complete the job. Hopefully, my insulation has not been damaged. Hopefully, there is no mold growing in my attic due to the gaping holes and tiles not replaced. Finish the job correctly and professionally!

  

  Business Response

  Date: 08/31/2023

  On Monday, the customer let us know the roof tiles had been taken care of by the solar roofing company.   
  

• Initial Complaint

  Date:08/21/2023

  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 8/8/23, I paid around ******* for Goettl to install an A/C capacitor and 2 pole contactors. A salesman came to my home, performed an A/C analysis and talked to me about replacing my A/C unit for around $14,000.00 or I could replace the capacitor for $11,00.00. My mother, who was with me at the time, asked for a receipt. We were told an invoice would be emailed. The next day, I looked up the cost of a capacitor online and realized I had been fleeced. I posted my concern on the Goettl website. On 8/15/23, a representative from Goettl, *****, called and offered me $100.00 off my bill if I would take my post down; which I did not accept. ***** said part of the value of my $******* capacitor, installed on 8/8/23, was that it had a warranty. It was unclear to me how I would benefit from a warranty, since I had not yet received documentation of the receipt or terms of warranty from the purchase. That day, ***** emailed me a receipt, which did not include verbiage of any warranty process or terms. The invoice included a stipulation that I had 3 days to cancel my purchase agreement, which arrived 6 days after the capacitor was replaced. ***** said (paraphrasing)... that ******* was not just the cost of the part, but rather Goettl has a flat rate which includes future service and additional warranty beyond the manufacture part warranty of the capacitor, should my capacitor fail again, which it was likely to do. And this is why I paid ******* for a simple capacitor. And of course, the 2 pole contractors and service. Did Goettl follow their 2012 settlement agreement with the attorney ***************** See Consent Agreement attached; #9. B and C. Attached is also my service agreement which is dated 8/8/23, and Goettl email with invoice, dated 8/15/23. I would like the opportunity to exercise my option of the three day rule. Goettl may retrieve their capacitor and poles and I my *******. A fair trade.

  Customer Answer

  Date: 08/29/2023

  Hello BBB,

  I should mention that I did not intend to ************** BBB, as I live in ********, ** and the Goettl I had contacted for A/C evaluation is located in *****, **. That being said, Goettl has agreed to refund my ******* in exchange for their Capacitor and Contactor.  This is an acceptable resolution to me. please let me know if I need to provide any further information.  *************************

• Initial Complaint

  Date:08/21/2023

  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.

  In June 2023 Goettl sent two technicians from their *********** ** office, and they installed a new HVAC system and ductwork in my residence. The total cost, approx. $29,000, included fees for mandatory HERS inspection to comply with ** regulations and also mandatory inspection/permit approval from ******* inspectors, contingent on equipment first being approved by HERS inspector. The HERS test was done Aug. 3, 2023 and test results were sent electronically to *********************** at Goettl that same afternoon. I was not made aware of the test results, nor was I given any information from Goettl about those results.On Tuesday, Aug. 15, I received a phone call from Goettl and was told a technician needed to come out to make "teeny adjustments" to the ductwork in order to comply with the HERS requirements. Friday morning (Aug. 18) was set for the work. After considerable prodding from me, *********************** (who had claimed the results were not at Goettl) finally sent them Friday morning. The email from iPermit was sent directly to ************** Aug. 3, and the photographs and correspondence indicated that the ductwork had failed completely. Nothing had been sealed, several ceiling registers were pushed into the ceiling and not even attached with screws, and the air return was not sealed at all. Only one technician was sent by Goettl, and he had to work nearly 5 hours to fix the different issues. No one at Goettl seemed concerned about this when I called them over and over again that day.I had paid for this to be done correctly. It was not. I am very concerned now about my future interactions with Goettl. My equipment has not been deemed safe by the agencies tasked with these issues. Other consumers might also be at risk for the same potential problems, since Goettl office staff - including *********************** - are either incapable or unwilling to provide consistent and forthright service.This is unacceptable. This company needs to be held accountable.

  

  Business Response

  Date: 08/25/2023

  We appreciate the client bringing this matter to our attention and apologize for any inconvenience it may have caused. We are committed to resolving the issue as soon as possible. As of 8/18/2023, corrections have been made to the system, and the final HERS third-party inspection is scheduled for 8/29/2023.

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20496667
  
  I am rejecting this response because:
  The issues are not resolved by the upcoming inspection.  My original complaint against this business was regarding their workmanship in the failed initial inspection as well as their lack of professionalism exhibited by Goettl representatives, including *********************** - the installation coordinator.  I am uncomfortable with the apparent lack of trustworthiness.  Whatever the outcome of the HERS inspection, I still am left with the required LADBS inspection.  Following that, I frankly cannot rely on Goettl to provide reliable responses if/when future issues arise with my new equipment.

  Sincerely,

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

  

  Business Response

  Date: 08/31/2023

  We reached out to the customer and are trying to set up time that works well for her for manager to go to her home to explain and answer any questions or concerns that have yet to be addressed.On-site, we will also have an IPermit Rater to help make sure that all corrections are made and that there are no more hiccups. While there, we will also double-check the system performance and ensure the unit is ready for final inspection. In the event that an issue arises in the future, management will be involved to resolve in timely manner.

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20496667
  
  I am rejecting this response because:

  The company has not contacted me about this.  "******" from Goettl had assured me that he would call me by 8:00a.m today (Friday, Aug. 31) about this.  He did not call me.

  The company has, in my opinion, committed a material breach of the contract made with me.  Twice the equipment has failed the HERS tests - twice is too much.  I do not feel comfortable allowing this company to repeat their mistakes and leave me with a duct system they have bandaged together - they would thus be, in effect, leaving me with a damaged ductwork system.  This is unacceptable - I am asking that they remove the damaged ductwork and registers and return air unit and replace it properly with a new and undamaged ductwork system.

  
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 09/06/2023

  We are scheduled to meet with the customer and the HERS Tester from iPermits early Friday morning at 7:30am. She is aware our Install Manager will be onsite during this visit. Her availability is limited on Friday, but ****** informed her we will work around her schedule to get things corrected properly. He assured her that if the system or ductwork is deemed compromised due to improper installation, we will make things right and swap out the system or ductwork if needed.
  

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20496667
  
  I am rejecting this response because:

  Today is Wednesday, Sept. 06.  The meeting with Goettl and the HERS inspector is scheduled for Friday, Sept. 08.  The business noted this in their response, and I am therefore waiting until the actual meeting on Friday to determine whether or not their response to my concerns is sufficient to resolve this complaint.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 10/02/2023

  We apologize for any inconvenience this may have caused the customer. We understand that her time is valuable, and that the resolution has taken longer than expected. While we wait on the ***** results appeal process to conclude, our management team will reach out to address her questions and concerns regarding her receiving an itemized invoice. We appreciate her sharing her feedback as we will work diligently to resolve all of her concerns as quickly as possible. 

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20496667
  
  I am rejecting this response because:

  This is a continuation of Goettl's excuses.  My HVAC system was installed in June - four months ago.  I am very concerned that Goettl is deliberately delaying resolving these issues and am unwilling to permit this to continue.  Goettl has deceived me by not allowing me to see the specific costs involved with the actual installation.  They charged me for equipment they did not actually install and do not wish to disclose this.  Their installation was faulty, needing repeated remediation to comply with HERS tests and now is out of compliance with ******* regulations.  Goettl asserts they are "appealing" the City's decision - but I do not believe this either.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 10/23/2023

  The customer (or we will, if the customer prefers) is reaching out to her roofing company to determine if the guard rail would impact her warranty. 

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20496667
  
  I am rejecting this response because: It is untruthful and another example of the delay and distraction tactics Goettl uses.

  ***************************** at Goettl told me that Goettl would be in contact with my roofing company.  I have attached his reply to me, dated October 19th, after I had sent him the information about the company.  He assured me that Goettl would reach out to the company and then we could coordinate a meeting to determine the next steps. 

  Goettl's continued unprofessional and deceitful behaviors are unacceptable and unwarranted.  It is now nearly five months since Goettl installed my new HVAC system, and I have experienced their repeated inability to comply with state HERS requirements (their equipment failed the HERS tests twice) and now they are reneging on what ****** and the company had assured me would be a successful ******* DBS inspection.  

  As a consumer, this is appalling.  My equipment cost $34,000 - a huge expense for me.  At the very least, I should have expected compliance with all existing codes and regulations with that equipment (as promised in Goettl's contract).  Goettl has breached the contract multiple times and apparently feels the problems it has caused for me are a waste of its time and profit.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 11/29/2023

  Goettl reached out to Reliable Roofing to request the meeting as promised. After no response for over a week, ************************* emailed the company requesting information regarding the customers warranty. A representative from the roofing company responded that any penetration to the roof would void her warranty. We requested if we could contract the roofing company directly to install the railing and they declined stating they do not perform this type of work.
  
  We have received quotes from contractors who can install the roof railing that is required but customer will not approve of this work without her roofing company approving the work. The roofing company has made it clear in email that any railing installation will not be approved by them (this email was forwarded to customer).

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20496667
  
  I am rejecting this response because:

  This response is patently untruthful.  Goettl has repeatedly assured me that the ***** "Corrections Notice" was inappropriate and that they intended to appeal the ruling.  They have since refused to speak with me about this appeal.  I have instead been asked by Goettl if I could arrange for my roofing contractor to add a handicap railing to the roof around the **** unit.  My roof has a warranty through Reliable Roofing that states any modifications to the roof structure such as what Goettl said the ***** might need would void my warranty.

  Here is my issue with Goettl and the BBB: In its contract with me, Goettl provided specific assurance and guarantee that their work would be in compliance with all existing codes.  IF that is true, and if the ***** notice is inappropriate, I fully expect Goettl to appeal this notice and for the inspector to issue an approval.  IF, on the other hand, the work Goettl performed was out of compliance with existing codes, then Goettl has committed a material breach of its contract with me.  Goettl has put me at risk due to its willful negligence in an installation that has been determined to be faulty.

  I really do not care which of the two possibilities is the more accurate.  ************ has shown no willingness to be forthright or communicative.  They also claimed via ***************************** in October that I would receive a refund of $800 for the cost of an additional air return vent Goettl did not in fact install.  As of this date (December 1, 2023), I have not received any refund.  So again, I am left with another example of their professional deceit.

   

  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 12/19/2023

  *********************,
  
  We regret that you feel that Goettl's work was not installed to current code standards. I assure you that Goettl has taken every step and measure possible to remedy the failed inspection.
  
  We'd like to let you know that we appealed the original interpretation of the code failure with LADBS. They reviewed and ultimately denied our appeal, and the only option was to install the protective guardrail on your roof located at the unit.
  
  After several back-and-forth conversations with LADBS with no solution, we contacted the roofing company that installed your roof to identify the impact installing the protective guardrail would have on your roof. They stated that it would void any warranties if we made any alterations to the roof. I also explained to them that your inspection would only pass with this installation. We then asked if they would install it to ensure proper installation and not void their warranties, which they ultimately refused.
  
  We find ourselves at a crossroads. We either install this guardrail to comply but potentially void a warranty, or you leave it as is and know a failed inspection is on file with LADBS. To be clear, any contractor you would have chosen to install your new HVAC system would be in the same position.
  
  Please allow us to purchase and install the protective guardrail so your equipment and home are in good standing with LADBS. Let us know how you would like to proceed at your earliest convenience. Thank you.

  

  Business Response

  Date: 01/03/2024

  **********************,
  
  We regret that you feel that Goettl's work was not installed to current code standards. I assure you that Goettl has taken every step and measure possible to remedy the failed inspection.
  
  We'd like to let you know that we appealed the original interpretation of the code failure with LADBS. They reviewed and ultimately denied our appeal, and the only option was to install the protective guardrail on your roof located at the unit.
  
  After several back-and-forth conversations with LADBS with no solution, we contacted the roofing company that installed your roof to identify the impact installing the protective guardrail would have on your roof. They stated that it would void any warranties if we made any alterations to the roof. I also explained to them that your inspection would only pass with this installation. We then asked if they would install it to ensure proper installation and not void their warranties, which they ultimately refused.
  
  We find ourselves at a crossroads. We either install this guardrail to comply but potentially void a warranty, or you leave it as is and know a failed inspection is on file with LADBS. To be clear, any contractor you would have chosen to install your new HVAC system would be in the same position.
  
  Please allow us to purchase and install the protective guardrail so your equipment and home are in good standing with LADBS. Let us know how you would like to proceed at your earliest convenience. Thank you.

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 20496667
  
  I am rejecting this response because:

  This was already disclosed to me by the business - the information printed here is a copy of what they had sent me last month.  As usual, Goettl has waited as long as possible to post another excuse on the BBB website.

  This response merely echoes the deceit of the company.  My roof was installed in 2021 with a limited, lifetime warranty.  When Goettl representatives came to my home in 2023, they inspected the location of the old unit on the roof.  They did not state anything to me prior to the initiation of the work, or during the installation, or when the contract was completed that they would need to install guardrails - that work, which they now appear to feel they need to do, would invalidate the warranty for my roof, putting my safety and home at risk.
  I find Goettl's conduct unconscionable and unethical.  It is quite clear that they knew in advance they would need to install a guardrail and did not disclose that to me, as I would have refused to have my roof AC unit replaced and would have sought an alternative.  

  Goettl acted in bad faith with me, and their obvious intent was to make money - $34,000 of my money.

  I reject this lame attempt on their part to claim that they are victims of the ***** and/or that they have been honest and diligent in their attempt to get the corrections notice rescinded.

  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 01/03/2024

  I received duplicate messages from the BBB just now.  I have already responded more completely, but would also like add this: the claim made by Goettl about the failed inspection remaining on my equipment is, in my opinion, coercion and an attempt to intimidate me into acquiescing to what Goettl would like.  Let me be perfectly clear: I have NO intention of allowing Goettl to perform work on my roof that will void the warranty.  Goettl is fully aware of my determination in this regard, and I find it offensive that they imply I will be open to potential negative actions if I do not let them put in a guardrail.

  As I said, Goettl has lied to me from the start - they knew this LADBS regulation was in effect, they knew it would apply to my unit since they inspected the roof prior to the contract, and they did not disclose this to me.  They took my money, forced me to undergo repeated HERS tests because their ductwork was faulty, and now they expect me to risk my safety by allowing them to further abuse my life and safety.  I will not do this.

  

  Business Response

  Date: 01/16/2024

  We have been in contact with customer to resolve this issue. She is currently not allowing us to do the necessary corrections to make the unit pass because she does not want to void her roof warranty on her home. Therefore we are in a position where the city inspection will not pass either.

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 20496667
  
  I am rejecting this response because:

  The statements made by Goettl are not truthful.  I have stated over and over that Goettl NEVER informed me about the need to alter my new roof to comply with LA codes when they came out to assess the potential work of replacing my hvac unit.  They instead took $34,000, did not provide an itemized receipt, charged me for work that was not done (and only after my repeated complaints did they refund me the $800 approximate overcharge), and their ductwork failed the HERS inspections twice.

  You at the BBB claim to act as mediators - instead, these drawn-out repeated obfuscations from the business to me - coupled with the BBB's apparent inability to investigate the defaults in the business's contracted work - have led me to understand that I, as a consumer, a senior citizen and someone who depends on expertise in specific areas cannot in fact depend on what Goettl's representatives kept assuring me.

  THEY - not I - are the ones responsible for the failure to comply with LADBS codes.  Had they told me in advance that replacing my existing roof unit would require work that would void the roof warranty I would not have had the unit replaced.

  Why is it that we keep having these empty, unresolved and worthless communications?  Goettl has damaged me - I have relied on them to my detriment.  I am thoroughly disgusted with my experience and intend to share what happened to me with anyone who asks.
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 01/19/2024

  Thank you for allowing me to add these comments.

  In their most recent communication via your BBB website, Goettl again asserted they have been in contact with me.  In fact, they have NOT had any contact with me at all since last year.  They told me repeatedly that the ***** corrections notice was wrong, and their representatives - including ************************* and ********************* - stated that they would be able to get the notice reversed.  They apparently now are ending this matter by attempting to focus on my inability to put myself at risk.  Their representatives came to my home prior to the replacement of my hvac system and inspected the location of the old one on the roof.  At no time did they state to me or put in writing that the unit they would be installing would need additional modifications to my roof structure to meet the building codes.  

  I am baffled by how little authority the BBB has to ferret out the way that this business handles its customers.  Goettl committed fraud in my case - that is very, very clear.  Why is it so difficult for consumers to find someone outside of the court system to correct bad conduct on the part of businesses such as Goettl?  The BBB has only been a sounding board and communications pipeline, acting as a filter - and not at all to "better" how the businesses registered in your bureau operate.

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

• Initial Complaint

  Date:08/21/2023

  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.

  I bought an air conditioning system from them. A year ago had him out multiple times to fix problems from improperly installed I had him out in June. For leak from a vent in master bathroom They came out twice as to fix the problem.. problem was not fix. Now in August. Ceiling is leaking worse than ever, causing Celing damage and moisture in my attic. They also moved vents And reposition them in other areas, leaving holes in my ceiling.

  

  Business Response

  Date: 08/31/2023

  We apologize for the experience. The drywall work was completed, and as of Tuesday, all is resolved.  

  Customer Answer

  Date: 09/01/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/17/2023

  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 February 18, 2022, I contracted with ****** Plumbing and Rooter, license #*******, which is now **********************, ***************************************************************************** **************. I believe their headquarters or corporate offices are Goettl Air Conditioning & Plumbing, ********************************** Vegas, ** 89118-3414, 702) 320-4500. I contracted to have their employees remove my existing water heater and replace it with a new, larger water heater, which workers from ****** did. The entire charge was $4688.00 I was given a receipt and warranty information #*********. The warranty part, bottom of page 2 of the attachment, said in part, GOLD/Senior ************** Plan (10 years), for which I was charged $119.99. Continuing at the top of page 3 of the attachment, Plumbing! Benefits of having a (sic) include:Optional Annual Plumbing System Check ***************** Once a year, if youd like, well come out at no additional charge to perform the required annual maintenance on your traditional tank water heater, do a BioClean treatment on our drains and much more.I was told by the plumbers who installed the water heater that they would call every year and come out to drain the water heater, refill it, and make sure all was well with the water heater. I never heard from anybody about this.Today, August 17, 2023, I called ****** and spoke to ***** at a call center who told me Goettl had taken over ******. I explained what I wanted, she put me on hold, came back and told me that she was told that I had a bronze plan and Goettl will not honor the maintenance agreement; shell have someone call me.Same day, a little later, I also spoke to **** at the call center who told me he represented Goettl. He went on to inform me that a year after Goettl acquired ******, Goettl stopped honoring guarantees and warranties or service plans that exceeded a year after the acquisition so they would not honor mine. The very least Goettl should have done is notify all of Duttons customers about Goettl not honoring Duttons warranties and guarantees that expire a year after they acquired ******, regardless how long those warranties and warranties were. However, Goettl didnt do that.This is the wrong way to do business. When on company acquires another, they take on all of the acquired companys debts, liabilities and contracts, including my Gold/Senior ************** Plan (10 years) that obligates them to do my annual water heater system check up and maintenance at no additional cost, which, per ****, they refuse to do at no cost. I want them to honor this part of the warranty plan and come here to do the water heater system check up and maintenance, but at no cost to me as the warranty says.