ComplaintsforRoth Zachry Heating Inc

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted **** mid- May due to an error message I kept receiving on my thermostat of an HVAC system that I purchased from them in May of 2022. **** sent a tech out who spent 6 plus hours here telling me multiple times he was not sure what the issue was but he would keep trying different things. At the end of the day he told me he had no idea what was going on but that if what he did didnt work to call and request a senior tech. This trip cost me $1100. 4 hours after the tech left and the first time the system kicked onthe same error message popped. I called the next morning let them know it was not fixed and they sent out a senior tech the following day. The senior tech was here for 3 and half hour trying to figure it out only to determine that there was water in line that needed to be drained. He determined that water in the system and what was causing the issue to get the error message was due to the cold header box leaking and needed to be replaced, all of which is warranty work. The next day I called **** asking for at least a partial refund of the $1100 since it was deemed that the issues I was having were due to a warrantied part and system. After some research on their part they stated they would not be refunding the $1100 dollars since the tech was out the first day and did work (that didnt work at all mind you nor did it even get to the root of the issue that senior tech found). The tech on second day even left me documentation that states the issues are due to the cold header box and would require replacement. I have yet to hear back from **** once asked them why they were not honoring their own techs experience and written documentation and scamming $1100 for that did even address the problem!

  

  Business response

  07/02/2024

  We're glad we were able to connect with you and work towards a resolution. Please feel free to reach back out with any other questions or concerns.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roth Heating & Cooling ******************************************************************************* ************** Dear ***,I am writing this letter to plead your assistance. I believe Roth heating is doing dishonor business. Their scams deserve to assign to the publication and let the consumers be aware of their dishonest business endeavors. One day I called to the firm and tried to fix our downstairs, basement 1/5 inch leaking pipe. An office clerk answered my call. She said required an hour minimum charged and the plumber service fees not included. She asked me credit card to hold. I gave her my card. Then, the woman came to our place used a sharp pocket knife slide a square foot sheetrock off for her attendance and leave. She did not temporary fix the leak. The next day she called me and told me the cost to fix the pipe $25,500! She wanted me to tear off all upstairs pipes to replace the entire plumbing. She said the pipe could be temporary fix but she did not do so while she was in my downstairs. I told her not a plumber quoted me such outrage rates even if have to replace the full house pipes. The next plumber quoted me to replace all pipe for $13,500. **** hearing quoted us nearly double rates! The office lady clerk did not have the skills to temporary fix the leaking pipe. I do not believe office clerk wage $503 dollars an hour. She is too ambitious and outrageous minds. Generally, office clerk pay rates $15 to $20 an hour, plus workers comp, social security tax, firm overhead operating expense. It should not exceed $100 an hour. I wish to hear from you how I can deal with this ambitious business fraud. Thank you for your helps.*********,**********************

  

  Business response

  02/12/2024

  The technician that was sent out was in fact a licensed journeyman plumber. It is a little insulting to insinuate that she is not. Upon arrival at the customers home, *********** performed a minor leak search, which is what the homeowner was asking for. We were able to locate the active water leak and provided the customer options to repair. They opted to move forward with a temporary repair option, which was made clear to them. We were able to successfully repair the leak, albeit only a temporary solution to a larger problem. They did not want to proceed with some of the more thorough options presented to them. We have since reached out directly to the customer to see what else we can do to help and they have not returned any of our attempts. 

  Customer response

  02/13/2024

  I see that **** plumbing is telling the liar story.  *** woman arrived our place.  She walked to kitchen took some pictures of kitchen trash floor and counter.  We told her the leak was downstairs basement, bedroom closet wall pipe leaking, not the upstairs.  We  showed her where the leak came from.  She then use a sharp blade sliced a square foot of  the sheetrock, tapped off  it and took picture of it.   She did not do any temporary repair or showed me she has the skills or license ability.   She walked off our leaking house!    *** next day she called and told me it can be temporary repair but she did not do so while she was at our place!  She wanted us to replace the full house plumbing system!   If she has plumbing skill or license she should have the moral to temporary repair and suggest me If I want to do the full house plumbing renew.    Roth heating is very lack of ethical business practice...
  

  I believe **************** should  suspend  Roth heating and Cooling business license practice  so that they do not continue to bluffer the public.   *** woman come to our place did not demonstrate she has the skill to fix the plumbing.    She is not deserve to get pay $503 per hour job.  *** office clerk wage around $20 an hour wage, plus social security tax ****%, worker comp ****%, plus her gas expense; shop overhead exp.  It should not exceed $100.   She stayed my place no more than 20 minutes.    I need her offer me a reasonable rates.  Otherwise, she should file complaint to **************** to claim the money she wants.   Sincerely, Lilan  Tsai
  

  
  

  Customer response

  02/23/2024

  Dear Sir, 

  I was waiting the **** plumbing offer me a reasonable agreement.  I leave a message to ask their fair market rates of their field trip costs.  They never get back to me.  My concluded of their billing as follow: 

  When I called to **** plumbing, a woman told me there was a field trip charge $129.  She wanted me to give her credit card to hold. I told her I prefer they fix the 1/5" leaking pipe rather than just field trip.  She said she not sure she could find someone fix right away, but they would do the job as soon as they can. 
  
  I was surprised the woman came to take pictures of trash house and billed us $503!  
  I contacted a man if they honest charge me fair price field trip, I will honor their charge.  They never get back to me.
  I see Better Business Bureau records.  They have friends and relatives go online write very nice reviews for them.
  However, **** plumbing has 10 complaint this year before me already!
  
  Thank you, 

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

  

  Business response

  03/25/2024

  Like I stated before, we sent out a journeyman plumber to take a look at the customers flooding basement and try and resolve her broken pipes. To open up the wall and expose the pipes to get an understanding of where the flooding might be coming from, we let the customer know it would be $500. She agreed to this $500 to open the wall and take a look at the pipes. We then offered a temporary fix of $100 to do a quick repair so the customer could turn the water back on for her renters. We did let her know that was only temporary, and would not be a good, long-term repair option. The customer did not agree to this temporary fix, or the larger repair. We will not be issuing a refund as the customer agreed to the work that she was charged for. 

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** replaced my meter after an ice storm tore it off house. They refused to give me an itemized receipt. We dont give remixed receipts. ************* will not pay . The cost was over $5000

  

  Business response

  02/12/2024

  We let the customer know up front we don't work with home insurance companies. We were able to get her project completed quickly which was the selling point for her. We have spoken to the insurance agent and explained our companies policy on itemized receipts. We did send over an invoice with the completed work that was signed off on by the customer.

• Initial Complaint

  01/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Complaint- 1. Failure to disclose nature of the job, 2. Overcharging for job 1. Plumber from ************* did not fully explain that he was only replacing a valve previously there, I thought he was installing a new system in order to connect a new dishwasher I had purchased. 2. The plumber worked for half an hour to replace a new valve where there had been a previous valve. I was charged $824.92 for a 30 minute job. I checked with another plumbing company, who explained that it is standard practice to fully explain to the customer the nature of the job and cost. I was asked to sign the paperwork without understanding the scope of the work. My daughter had set the appointment with *************. If I had known that a half an hour job would cost $800, I would not have agreed to this.

  

  Business response

  01/18/2024

  *********** came out and gave a bid to replace the angle stop to allow for a proper installation of the customer supplied dishwasher. See attached invoice with customer signature agreeing to the bid and the price to do the work. *********** showed up to the customers home right around 8am and finished the agreed upon work right around 10:30am. We apologize if you didn't fully understand the scope of the work that was agreed to, we can certainly work with *********** to go into more details with the customer. We will not be issuing any kind of refund as this work was agreed upon by the homeowner and was installed properly as quoted.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called Roth Heating on or about Dec. 22, 2022 to look at a Rinnai tankless water issue (no hot water) at ***************************************************. Hot water is also used to heat the upstairs via radiators. **** was told all of this. **** made it clear that there was a fee to come out and diagnose the problem. Then they would give a quote for the repair work - if we decided to move forward with the repair work on the same day the initial fee would be applied to the repair work. All fine with us. Technician came out (on or about Dec. 26, 2022) and stated that he would be doing diagnostics test. I asked what that entailed and he answered "this and that" with no further explanation. He then told me he would need to call Rinnai tech support which would cost me $500. Thus, the fee now was not $104 but $500 for a quote of repair work. He would not budge and left since i did not agree to pay $500 more. The entire time i am with the technician at the tankless water heater and he did not touch or diagnose a thing other than "I need to call Rinnai tech support and that will cost you $500." I called the **** rep (after the technician left) and stated what had happened and that the fee was really $500 (assuming the $104 was subsumed) not $104 but she blamed it on a "misunderstanding" and would not do a refund even though no diagnosis and no quote (other than pay me another $500) was made at all by the technician. Fyi, I called Rinnai tech support myself later and the Rinnai rep was appalled someone would ask for $500 to talk to them for a diagnosis check. In addition, i did hire someone else with same fee/diagnosis set up as **** and hired them at a total cost of $400 as they did do a diagnosis/quote. I ask for a refund of $104. I do not have my CC statement in yet to send in the charge but can do later when requested.

  

  Business response

  01/11/2023

  After reviewing and listening to all call records and the documents from our Journeyman Plumber on site, we will not be issuing a refund. As we told you on the phone when you called in - we stand by our process and you were given all relevant information in a very transparent manner. Before booking the appointment, we made your wife aware of the $104 trip fee to get *********** to your home. This fee gets waived if you move forward with any work from our company. Once they are at your home, they will take a look at the scope of the work and quote you on any repair, diagnostic, etc. that they recommend. This is exactly what *********** did. *********** was being transparent in what your options were, and explaining what steps he would take to complete the diagnostic to try and get your hot water working. I am glad you were able to save $100 by going with another company.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had scheduled electrical work to be done on 10/14 mid day. We knew that the work was going to be more extensive and tried to explain all that was needed so they could come and do work the same day. I was reassured that their visit would be a project estimate AND to do the work same day. I was even okay with the $140 fee for them to come out and look at the property and project scope. I was surprised that they took just one look around, and were eager to leave for the day in about 30 min. I tried to ask why they weren't doing the work today and was met with excuses, even though I had provided tons of detail about the project they did not come prepared to work like the dispatcher had reassured me. After giving us a very insanely high project estimate, and not being able to start that day, we decided to look else where. Not only was it frustrating that their estimate was astronomical, but if we HAD accepted their estimate, they wouldn't have been back for another week and a half.Unfortunately that wasn't even the most disappointing part. It was pretty clear that the lead electrician was intoxicated, had the smell of alcohol on his breath, and was slurring his speech. He also was pressuring us to book and being very rude to us when we tried to clear up confusion about why they weren't working during their visit. He kept trying to come into the house and I repeatedly told him no, and asked to just pay him the fee so that they could just leave. He didn't take no for an answer and kept trying to take steps into the house so that he could proceed with his sales pitch on work that was drastically higher priced than other electricians in the area. I tried calling **** multiple times after and was either on a very long hold, or was told someone would call me back to talk about our issues further. I never got a call back, and feel like no one has listened to us.

  

  Business response

  11/11/2022

  After reviewing the complaint, listening to all of the phone records, and speaking with the team members who were on site as well as their manager, I don't believe this complaint is accurate. Not once did a **** employee tell the customer the work for this project would be done the same day. The work in question requires permitting, which would not be possible to obtain and complete the work in the same day. Our electricians were on site for an hour and a half to do a thorough evaluation of the project and quote the customer accordingly. As far as our lead electrician being intoxicated, that is unequivocally false. After speaking with our lead electrician, our apprentice that was on-site the whole time, and looking through driving logs, there is no way he was under the influence of alcohol. He is older, and I don't appreciate the assumption made about our employee based on speaking patterns. Not to mention, he is our top rated electrician, and we have never received a negative review for him. After talking with our electrical apprentice about whether or not the lead electrician was pressuring the customer into accepting the quote or trying to enter the house, he said they did not. He said they just followed our process of doing a thorough evaluation and bringing all of the options we find to the homeowner. The customer called in while the electricians were on site to try and pressure us into giving a direct answer of when the work would be completed, instead of asking the two electricians we had on-site. The customer did call back in to give their feedback, but they did not ask for a call back. We let them know we would take their feedback and speak with our electrical manager and if we needed to do any coaching from there we would. If they would like to talk to someone, they are free to call back in and someone would be happy to go over the project and what would go into getting the work completed.

  Customer response

  11/11/2022

   
  Complaint: 18227208
  
  I am rejecting this response. To be fair, no one would willingly admit to being at fault on the job, so this really turns into a he said she said. I still feel like I was mislead by the dispatch team during booking that work would be done same day. I am not seeking any compensation for this complaint, and do not think any actions can be done to resolve our frustration. We will continue to use other electricians and advise our friends and family to avoid the **** company in the future. 

  
   

• Initial Complaint

  05/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Ponderosa Heating and cooling is affiliated with Roth Heating and Cooling. Ponderosa did the work, **** did the billing. I signed a service club membership contract on 4/4/2022 (#1) to evalaute and service the **** system at a rental house I have in Sisters, ******.The work was done on 4/11/2022 (#2). The part of the billing in dispute is PTU0006 - $318 --billing for the service visit. The part of the total **** that was charged that day--- $851.95 (#3).The service contract includes 2 visits per year - I contend that this initial visit should be one of those provided and that I should not be charged for it. I also contend that the service contract was in effect because they did give me a 20% discount, as specified in the agreement.They agreed as per the Email (#4) - yet I have not received the refund. They have stopped answering my Emails and have not returned my calls.

  

  Business response

  05/04/2022

  Hello ****, I am very sorry to receive your complaint and apologize for your experience. It appears that has been an error in the contacts that our company had for communication. We have/had been trying to get a hold of you for a couple of weeks now. perhaps we have the wrong phone number? I spoke with our office manager ******. Please feel free to contact her at ********************************** if you don't hear from her. I agree with ****** explanation of the dispute and am working with our accounting team to refund the suggested amount of $318. I apologize this took so long and please use the email for ****** listed above to reach out. We will also attempt to contact via phone as well. Thank you. 

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 22nd I called Roth Heating and Cooling for a repair request due to my furnace working over my heat pump off and on. The repair technician showed up and tested the system. He checked in with me and advised the high pressure switch was bad because of the lights on at the heat pump. He took pictures of my electric furnace due to it having rust, mold and corrosion and he said he was leaving my system off when he left. We didn't agree to any repairs/replacements as he said I needed a new furnace and heat pump. I did not receive a copy of a work order of his findings nor did I receive an email with his estimate. He did mention the life expectency of my heat pump had been met and my compressor and blower were going to give out. I called back because I attempted to turn on my heat again and nothing turned on. I requested to have him come back out to at least leave it running like it when he showed up him and instead I receive a call back from Ian a manager with the company and he basically told me his technician was very tenured and he did not know what to do to help me. He right away offered reasons as to why his technician was correct instead of providing a solution to my problem. Very poor customer service for a company who claims they focus on customer needs.

  

  Business response

  03/24/2022

  Unfortunately many things in this complaint are untrue. The customer called due to their system “not working”. Mold, rust, and corrosion from the system caused the system to fail as Mrs. ********** admitted in the review on Google. In addition, the initial phone call with our customer service representative reveals that the customer called because their system was not working. After reading the complaint and examining the paperwork and recorded phone calls, I apologize for your experience but must stand by our employees. In addition to recommending immediate replacement, we notified you that your current system was cycling harmful mold particles into your home. Because of this, as noted in the summary of findings, our technician turned the thermostat to off. The thermostat was initially “on” when we arrived, but as you can see with the amount of mold on the blower motor in the attached picture, there was no possible way for the motor to spin as you claimed. It was clear that the system had not worked for some time. If it had, the movement of air would have prevented mold from accumulating. Seeing the amount of mold on the system, it is clear this heat pump had not been functional for a long period of time prior to our visit. Our intention is always to give the best solutions for the customer, and that included management sending out another technician that same evening to try and rectify the situation. Unfortunately Mrs. ********** refused to answer the door even after requesting the visit. Not only is this complaint unwarranted and untrue, our company will have to refuse service to Mrs. ********** in the future given the attempt to slander our company into giving free repairs. Additional recorded phone calls, GPS records, and pictures can be used if further action is necessary. 

  Kevin O*******

  Marketing Director

  Customer response

  03/24/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The reason is because not only are you insulting me by saying I am lying my husband was able to turn it back on. There was loose cables at the heat pump and its running again just like it was when I called. I request the BBB listens to the phone call where I stated very clearly that my auxiliary heat kept kicking on. That was the reason for a repair request. I never ever requested a free repair. Never did I mention that. I asked for the technician to come back to turn my system on even if it meant I was running my furnace only and not the heat pump. For handling complaints for Roths it's very disgusting the accusations you are making that I want free repair. I would love to hear that phone call because it does not exist. Very poor and awful of the company. The phone call with Ian will prove that I asked if I was going to be notified and also the record of the phone call with the technician who came out. I explained to him no one told me they were coming so I went out I did not refuse to not let him in. Another lie here. So at least now we can clarify who is lying. Thanks for really showing the true colors of your company. Sorry you are still in business with how you handle things. Sincerely,
  
  ****** **********

*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. ↩