ComplaintsforAppolo Heating, Inc.

• Initial Complaint

  10/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I bought a service contract with this company based on the promises on their website that they would be available 24/7, including at "1am on Christmas Day." Today at around 3pm we noticed water flooding from our humidifier, which is included in our service contract. We promptly called the emergency line listed on the website and in our paperwork from when we signed the contract, and no one answered. We each called and waited on hold for hours. We left our numbers for a call back, left a voicemail, and even sent them a ******** message. I also called every number listed on their website, but all sent me to the same wait music. No operator was available to talk to me about this issue. We still haven't received a call back close to 3 1/2 hours later. This is completely unacceptable. For now, we have cleaned up the area but will likely need to call another company to do the work. We want to cancel our contract, and/or be serviced immediately. This is completely unacceptable for a company that claims to be 24/7.

  

  Business response

  10/18/2023

  ****** and I personally talked on the phone and to my knowledge addressed her concerns. Unfortunately, the day ****** called Appolo our phones were down, and we had no way of knowing.  Rest assured our phone system being down was a rare occurrence, we have since remedy that situation and put procedures into place to be in the know if this was to ever occur again.  We take pride in providing excellent service to our customers and take pride in 24/7 emergency services. Appolo values and appreciates your business. Your feedback is extremely valuable to us and has assisted us in improving our services. Thank you.

  Customer response

  10/18/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. One phone call with a service representative does not even come close to addressing this issue. We frankly find it insulting that this is the only resolution offered.  Apollo did not answer my numerous unanswered calls and messages starting at 3PM Saturday through Sunday afternoon until the following Monday. Even if they had a temporary phone issue (which we do not necessarily accept), a two day delay to notice this issue is completely unacceptable. They should have a back up system in place to ensure that their phones are answered on a 24/7 basis as advertised. We entered into a service contract with this company based on their promises that they would be available 24/7. They breached our agreement by failing to deliver on these services. They need to address their breach of our agreement with more than just a courtesy phone call. During the phone call, Apollo did not offer to expeditiously handle our issue and still has not sent anyone out to our house to evaluate the issue. They offered to send out emergency services, but only if we paid an additional fee. We feel that, in light of their breach of our agreement, at the very least, that fee should have been waived and someone should have been sent out to our house immediately.  At first, the only non-emergency appointment they could offer was in December. They then came up with an appointment on 10/20 but it was still weeks away. They did not offer a discount or provide us with an option to get out of our contract in light of their obvious breach. Because we are stuck in the contract, we cannot use other service companies to address our issue. We are stuck waiting weeks for Apollo unless we pay even more fees to a company that has failed to deliver on its promises.  In order to resolve this claim, we will need much more than a phone call. We are still seeking to get out of our service contract and refunded. If we are dissatisfied, we will explore all available legal remedies.  Regards,  ****** ** *******, Esq. and ******* **** *******

  

  Business response

  11/07/2023

  Good day Mrs. *******. 
  I apologize, when you and I had originally spoken on October 10th via the phone you stated your frustrations with Appolo, which are completely valid and I apologized making you aware our phone system was down, reassured you we are putting procedures into place to ensure this doesn't happen again and how this was a rare occurrence, regardless, I understood you felt frustrated since your call went unanswered, yet I didn't know you were still unsatisfied and looking for further resolve.  You stated your issue, a leak if I'm not mistaken, was resolved and you have a routine maintenance appointment scheduled in October yet your need for an emergency service was no longer there since you no longer have an issue.  At this point you didn't make me aware you were looking to get out contract.

  Mrs. *******, our records show the furnace maintenance was performed on October 20th so I would be unable to give a full refund of your contract since services were provided, yet I could offer a cancelation and partial refund for air conditioner maintenance that hasn't be serviced under the contract yet or if you would like to keep your contract in active status, I could offer a $100 refund sharing the cost for the services provided under work order number ****** that taken place on October 20th, the install of a condensate pump safety switch and a filter replacement.

  Please let me know which route you would like to take, an agreement cancellation with partial refund or keep your agreement in active status and receive $100 refund from work order number ******. (I do show you're currently schedule for your central air maintenance May 29, 2024)

  
  

• Initial Complaint

  07/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ****** heater. Not working. Called Apollo. Showed up, spent an hour in the basement to tell us we need a new control module for $700. Said they needed to order the part. After tech left, our hot water heater no longer worked. Had to call the tech back on weekend. Charged $200 to look at what he broke. Immediately worked on hot water heater. Said he put it back and it should be working. 5 minutes later said the sensor is broken. But he can fix it for $800. Nice that he can fix what wasn't broken before he arrived. Said if we don't want to pay for what he broke we can just replace the hot water heater for $2000. now things are unhinged. We decide no on the hot water heater. Now he has left us with no hot water. We are forced to call another business to replace the unit.apollo shows back up Tuesday. Said we needed control board replaced. Already took $500 but now says after replacing control board heat still wont work.frifay confirmed thermostat was fine and working. Tuesday, says the thermostats is now broken and replaced it for $200. I tell them I am not paying for a new thermostat when Apollo ready told me mine was fine. They only td me my working thermostat was now broken. Paid for new thermostat. Back to original problem. Heat still doesn't work after replacement of $1000 controller. Tech then tells me he thinks there was a short in the outside connection to condenser.days that is why heat and ac doesn't work. Tells me for $3000 he can replace condenser to make it work.i ask about furnace with new $800 controller. He says it's not working and I should probably replace the furnace for $3000 to $5000. I'm dumbstruck. He says he can have a sales person comes out. I call ****** furnaces. Tell them my nightmare. He records all and tells me to never deal with Apollo ever again. Also says ****** does not want to work with Apollo in the future this entire service was a scam from the beginning. The scam only grew and grew. I want written in stone that Apollo s****. Is corrupt.

  

  Business response

  02/27/2024

  Mr. ******** was refunded $735.48.

*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. ↩