Complaints

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed two proposals/contracts with **** and Campbell. The first contract (signed November 2021) was for the initial installation of a ********** Hyper Heat heatpump system with a two-year labor warranty. The system installation was completed in May 2022. In March 2024, the company installed an upgrade (contract signed October 2023 - one year labor warranty), which caused the existing system to stop functioning. They refused to honor either labor warranty (both warranties overlapped during this period) and charged me $1,950 for the repairs, even though it should have been covered by one or both labor warranties.

  

  Business response

  10/22/2024

  Thank you for reaching out regarding your incident. We appreciate your inquiry and your support as a valued customer.
  After reviewing your account, I regret to inform you that your product is no longer covered under warranty. Our warranty period typically lasts 12 months, however we extended your warranty to 2 years which expired 1/24.
  We understand that this can be disappointing, but we apologize for any inconvenience.

  Customer response

  10/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business claims that my system was not under the 2-year labor warranty as of 1/2024; however I have the paperwork to prove that the final inspection for the system installation was not until 12/2022 and the electrical inspection occurred in 7/2022. Therefore, the system should be covered under the 2-year labor warranty until at least 12/2024. I also have paperwork prepared by the company that demonstrates that by their own records, the system installation occurred on 3/1/2023 - which would mean the 2-year labor warranty would last until 3/1/2025.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a boiler and it was installed in April of 2022. In October of 2022 when I turned on heat it began to teak then it shout off. It took 2 months for it to get it to work (without heat and hot water)! On October 9,2023 I turned the heat on and again I am experiencing the same problem. As of now I dont have heat and hot water. When I speak to the customer service manager I get excuses that they are waiting for new parts. There is no sense of urgency or remorse while I keep explaining that I am a senior citizen with health issues. Please help me resolve this!

  

  Business response

  11/08/2023

  ****************, thank you for taking the time to leave your feedback. Were sorry to hear you had a frustrating experience, as we strive to ensure customer satisfaction. We were notified that there was a recall on a part within your system.  We were able to install a replacement covered un the warranty.  If you need additional assistance, please contact our office at ************. 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Several years of annual maintenance , dissatisfied. **** and Campbell scheduled visit on May 26,2023 found major problems with my cooling system despite annual visits. The employee who visited appeared to be a novice, arguing with me that the air conditioner was left on, it was not, turned on the thermostat and left without turning it off. I observed that the employee returned to the outdoor air conditioner despite being told not to touch it again. The entire coolant was drained out, yet no explanation of a leak or previous problem. Despite the problem **** and Campbell called to ask about renewing my annual membership. They did not provide me with a resolution.

  

  Business response

  07/19/2023

  ******, thank you for taking the time to leave your feedback. Were sorry to hear you had a frustrating experience, as we strive to ensure customer satisfaction. We are looking into the issue and the appropriate department manager will be in touch as soon as possible. If you need immediate assistance, please contact our office at ************.

  Customer response

  07/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  There was no timeframe for them to respond, I have used **** and Campbell for years, they did not maintain my unit appropriately though I have a maintenance agreement for yearly checks which I paid for. As a senior citizen it is now extremely hot and I am concerned that there is no urgency to resolve this issue and I worry for my safety. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  08/08/2023

  We reached out to ****** and was able to find a resolution.  We sent one of our senior techs to rectify the issues. We are happy to serve **************** and all of her HVAC needs.

  Customer response

  08/14/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During this winter, our boiler stopped worked. We called **** and Campbell because the previous home owners had their sticker on the heater and we assumed that they would be able to service it. They sent a technician over that night (we paid after our rates because the temperature was below freezing. Their technician evaluated the heater and said that it was broken and running it would emit deadly levels of CO2 and we must leave the machine off. We explained that we recently had our roof done and is it possible that dirt/dust/debris are just blocking the exhaust. This visit costed us ~$250 dollars and we spent a week running space heaters to prevent our pipes from bursting evaluating different heaters for our home. As a precaution we got a second opinion, we ask the new company the same question (about the debris blocking exhaust), and he took the 10 minutes to remove the pipe and find that it was completely blocked. Once we removed the debris the heater worked again without a problem. We called **** and Campbell to explain there was nothing wrong with the machine and they were adamant that the other company was wrong and that if we run the heater we would, they even sent another technician to try to prove this, but the machine was working fine when they arrived.We asked **** and ******* to refund us the inspection cost because even after we recommended to them the root cause of the issue, they convinced us we were wrong and had sales people here the next day trying to sell us new heaters. They are first said they would talk to their manager about this, but has since avoided all forms of communication. We filled a complaint with our credit card company, but they were unable to help us since we signed something when the technician was on his way out.

  

  Business response

  04/10/2023

  Thank you for your review, ********. Were sorry to hear that you did not have an ideal experience with our team. We take your feedback very seriously and we will be passing this on to management for further review.

  Customer response

  04/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The issue is not resolved, this is just a notice that the compliant was received and escalated to their management team. I will wait to hear back fro their management for further comment. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  04/12/2023

  We are truly disappointed to learn of your recent experience with **** & Campbell. Based on the Field Supervisor's findings the unit was creating unsafe fumes out of Boiler as chimney was partially clogged.  Customer stated he had worked done on his roof prior to boiler malfunctioning; We are required to shut off all units emitting unsafe levels of fumes for safety reason.  The charge was for an emergency service call diagnosis due to work being completed on the roof; there was blockage in the chimney which caused the Boiler to malfunction and release unsafe fumes.  Our customers safety takes presidency over all else.  We apologize for any inconvenience caused.
  
  

  Customer response

  04/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The issue is your technician insisted nothing was wrong with the chimney and the roof repairs were unrelated, refusing to look in the exhaust pipe because he was confident it was not related. He ignore our suggestion of the roof repair possibly causing the heater to emit these fumes. It would have taken him 10 minutes to remove the exhaust and confirm our suspicions, but his professional opinion set us down the wrong path and resulted in us having no heat in our home for a week, our family had to find other living arrangements because our children could not stay in the cold. He only cared about getting out of our house that evening and signing us up for a sales consultation the next morning because selling us a new heater was more important than helping us get our heat back on safely that night.

  We incurred a lot of costs be displaced from our home because of your techs expert opinion, we are not ask for much by asking to be reimbursed for the visit that provided us with the wrong solution. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  02/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 08/10/22 at 4:46 PM I spoke to ******* at *************************** for 9 minutes requesting services for an estimate regarding a leak at one of my Central air systems. In such conversation I was told they did not do free estimates but the initial fee of $185 plus tax ($217.74 total and processed on 08/16/22) would go towards whatever work was done and I would have to pay the balance of any charges that went over for services rendered. On 08/15/22 a technician was sent and-instead of repairs done towards the leak the company was informed about-a suction/pressure diagnostic was made and I charged for such unrequested service ($217.74 total and processed on 08/16/22). Which I explained to their technician but was disregarded.I then called ******* expressing my discontent with what was going on and reminding her of what was agreed upon, which she took me in circles about. So I requested to speak to their supervisor whom also refused to refund my money. On 08/17/22 I then spoke to their estimator ******* for almost 10 minutes at 9:26AM-whose services were now being provided free of charge-whom acknowledged the miscommunication/misleading by his office. As a result he said he would speak to them about resolving the matter but to date I have heard nothing further from ******* and its been over a month. Enclosed is a link for the audio recording of the conversation with ******* admitting their mistake on services paid for but not provided. Attached is also a text from ******* that a free estimate was being scheduled although initially lied about by their secretary ******* that it had to be paid for and would go toward any repair done on my system, when no estimate was initially assessed and instead an unrequested diagnostic done to tell me the same information (that I had a leak in system) I had already told them I had and was calling them to get a repair estimated and or fixed.Have a recording of them admitting above I am slo willing to provide.

  

  Business response

  02/28/2023

  *****, thank you for taking the time to leave your feedback. Were sorry to hear you had a frustrating experience, as we strive to ensure customer satisfaction. Your initial charge is for a standard diagnostic.  We suggested an estimate to replace the system, in which the diagnostic fee would be deducted from the cost price of the system.  A full diagnostic was completed so the charge for the trip is valid.  If you need immediate assistance, please contact our office at **************.

  Customer response

  03/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]
  
  I did not request a diagnostic, and was told by ******* that cost of visit would go towards work deemed required. Not towards replacement of a system I was not apt to replace since not necessary. System functions properly and simply needed recharging. As determined by following implant that came, did a leak test and found no leaks, recharged same and I have had no problems since.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  03/09/2023

  Dear *** *******

  We charge a standard diagnostic charge for all customers. The charges are valid for the diagnostic of your system.  We apologize for any inconvenience.   

  Customer response

  03/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   To charge for a diagnostic that was not requested, not needed, nor stated that it would be provided and charged nevertheless is still an illegal and fraudulent business practice

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired **** and Campbell an HVAC ****************** to service my gas furnace, they diagnosed the problem, and I had to pay for the parts in advance. They came and installed the parts, then I realized that my furnace might still be under manufacturers warranty, so I called the manufacturer to make sure, and they stated that I would have to pay for labor, but that the parts purchased were under warranty and that I should contact **** and Campbell so that they can reimburse me the cost for the parts. I have tried numerous times to speak to the manager regarding this issue but they never return my calls, the warranty expires this month, and I don't know if they are aware of this, which I think that they are trying to run the clock out in order not to reimburse me for the cost of the parts. This is their # ************** I believe the cost of the parts were $240.00 dollars, I know that this might not seem like a lot of money, but I'm retired and I'm on a fixed income. I would greatly appreciate your help on this matter.

  

  Business response

  12/14/2022

  ************************* thank you for leaving your feedback.  We were in the process of verifying your warranty which expires 01/25/23.  We are refunding the parts cost to your original form of payment.  We apologize for any inconvenience and hope to serve you in the near future.   

• Initial Complaint

  10/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up with **** and Campbell for a whole house generator In December of 2021 with an installation date of April 2022, it's now October and we are just almost complete. The process has been extremely frustrating with ongoing scheduling issues and other problems. It started with not getting the generator in time, then them filing a permit with the wrong placement of the generator on the land survey which triggered a variance with the town, and the problems never stopped from there. We have not had any continuity of salespeople as they assigned two sales people who both left the company in the time period since we signed. Issues only get resolved after multiple requests and warnings of escalation within the company. We also had an issue with load shedder installation, that were included in the contract, and then after weeks of following up and contacting the head of sales, they finally sent an electrician who fixed it. They then had the audacity to try to charge me for correcting the work they incorrectly did. Luckily I resolved it with the electrician but this is another example of horrible customer service. They did not even have anyone even come to walk us through how to operate the generator; I had to call Generac to do this including turning on the gas and setting up the weekly run. I have also filed a dealer complaint with Generac. At this point I still need a receipt of my full paid invoice, someone to come fix a lock that is broken on one side of the generator, and a walk through of the service agreement. I refuse to continue to follow up with **** at the company b/c it requires multiple follow *** so at this point all my requests will be placed through complaints until I am assigned a proper contact person, especially since I have paid for the 1 year service agreement with the company. I have email proof of all of this if the company wants it.

  

  Business response

  11/16/2022

  Good Morning,

  I am in contact with the customer regarding the programming of the Generator.  I have asked him his availability to do so as well as repair the lock that he had mentioned.  I also asked him to send a picture of the lock so if there is something to be ordered we can do it now and be ready to replace when we are there.  

  The paid invoice was sent to him on 10/31. 

  There was some turn over in the office so yes, the sales people are no longer with the company but we all work as a team and will be happy to assist him. The Service contract was sent to him and can be discussed when he lets us know what day works for him to come out for the lock and the programming. 

  The customer has an AC company that removed the Load Shed devices.  We had to send the electrician back to the property to reinstall them.  When the got there the devices were not there and they had to install new ones.  There were 3 that had to be put on and the electrician could not be held financially responsible for the mistake of the customers AC company which is why they would charge him. 

  The property survey was marked a little off which was rectified immediately once it was called to our attention.  It did not hold the job up at all. 

  We will continue to work with the customer to satisfy his concerns. 

   

   

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a boiler in October 2021 for $14,000. It wasn't installed until April 2022. I informed them several times that I wanted the the hole in the exterior wall sealed with cement not foam that they used which not professional and its doesn't look good considering that I am in the process of renovating the inside and outside of the house! In the beginning of October 2022 I called the company to complain that the heat wasn't heating the upper floor, and they sent a tech who documented all the issues ( boiler leaking water, not heating properly, broken gasket, and the exterior seal). The next week they sent a manager who first question to me was why am I here... He then proceeded to tell me the boiler was working fine that I may need to insulate the house(which was recently renovated and insulated...) The following week 10-18-22 to be exact I lost heat and hot water. They sent another tech who found the leaking water and called for a manager. The manager **** came and was on the phone with the manufactor of the boiler who diagnosed the problem was the intake air pipe was touching exhaust pipe and that was causing the water to leak and damage the circuit board! Here we are a week later still not heat and they are telling me that the part was shipped 3x5 day instead of overnighting it! They have not addressed the problem with the water yet and I still have no heat and hot water! I am a senior citizen with health issues please help me!

  

  Business response

  11/10/2022

  We are happy to report that all issues were resolved for *****************   At **** & Campbell we make every effort to make sure our customers are taken care of, and they understand that they are our #1 priority.  We look forward to serving **************** for many years to come.

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 2021 I called to have a buzzing sound from my boiler to be fixed. Stated to the tech that the sound was coming from the gas valve.The tech tested the boiler found that the control module was the cause of the problem and replaced it. The noise continues to occur whenever the heat comes on. I called **** to tell them that the problem was still occurring and that replacing the module was not the solution. The tech who did the job claims that he recommended replacing the gas valve. If he recommended replacing the gas valve, then why did he replace the control module. It was making the sound with the old one and now with the new module, tells you it's not the control module.They wanted to charge me for the tech to come check it again and for the gas valve. I said that no, the first tech did not do the job he was paid to do.

  

  Business response

  04/04/2022

  First and foremost we apologize for any inconvenience. The tech came and found multiple issues that attributed to the noise.  He replaced to Ignition module and it fixed the damper moter noise.  ******* valve still needed replacing but you declined replacing it.

   

  Tech noted below on your account:

  Upon arrival found damper, Ignition module, and Gas valve making noise. Checked all connections. Swap out old module and found damper not making noise no more. As for gas valve found spade connections to terminals from gas valve loose. Customer does not want to replace. Customer buys gas valve.

  
  Sys operational

*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. ↩