ComplaintsforWolfer's Home Services

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last year, we installed an ** with Wolfers. The day of installation, they realized the cooling line had a kink and they spent an extra 4 hours fixing their mistake. After they finished install, every time they turned the ** on, our power tripped. A technician came and redid the wiring to fix it. Two weeks later, the power tripped again. A technician came and tuned the fan speed and added refrigerant; he thought that fixed it. Another week later, the power tripped again. We called them and they scheduled a team to change the compressor unit. On the day they were supposed to come, they called and said they couldnt come because the compressor unit was faulty.At this point, its a month after the original install date. Each time they scheduled a technician, we had to take time off work to be home for them to come by. We requested a partial refund and to renew the warranty from the day the new compressor unit was installed. Eventually, they agreed to update the warranty and also give us free maintenance services in the future. However, they didnt send information about this Fast forward to last week, we scheduled our annual maintenance. A few days before they were supposed to come, I received a text that said there are lots of urgent cases. if youre willing to reschedule your service, please respond to this message. We werent able to reschedule, so I didnt respond. On the day they were supposed to come, we didnt hear from them. I called the office and they said they canceled our appointment. We had made sure we were home that day, so that was very frustrating. Then we rescheduled for Sunday. We cleared our Sunday morning to wait for them. Didnt hear from them. I called at 11am and the person couldnt put me in contact with the team. Finally around 1pm we heard from the team that theyd get to our house by 2pm but we had plans that afternoon so we had to cancel.Wed like the free maintenance services, in writing & an updated warranty

  

  Business response

  06/25/2024

  Good Morning Maddie,

  Thank you for sharing this information, we apologize for the scheduling and communication challenge you experienced.  I will have our HVAC service manager reach out to you asap to coordinate your requests.  Thank you!

   

  **********

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 6-2024 signed a contract with sales rep to have a heating and air system installed, after measurement where taken and system would work as discribed. and price given. However on May 10th Sales Rep call and stated needed to order a special part and could not install on 05/1/524. Installer informed us they could not install system do sales rep. not measuring area in ***** were unit was to be installed. Was inform needed to hire a framer to widen rafters in ***** to install or cancel order. After talking to spouse we decided to cancel order, called sales rep. needed to cancel order was told he would do so, he inform us that heating system had been billed to two of our credit cards and would be refunded.Called company on 5/23/24 as no refund to two credit cards. ******** employee ****** send 3 day right to cancel form via e-mail which I return signed immediately. As of this date have not received refund, have had number of calls to Wolfers and ******* ****** because that's who they market their system from and why we had ******** come out. As of this date has been 21 days since calling ******** sales Rep to cancel and 13 days since signing Notice of Cancellation and returned to ******** via e mail

  

  Business response

  06/04/2024

  Good Afternoon **************,

  We are working through ****** to get your payment back to you.  We have already submitted the request but it is taking a bit longer than normal since the installation technically started (crew on-site) by the time that you asked for the cancellation.  We submitted your notice of cancellation to ****** on 5/23/24 and we are working to get the refund back to you.  **** assured that you will definitely be receiving a full and complete refund on the project, and we are working hard to expedite the process, thank you.

   

  Kind Regards,

  **********

  Customer response

  06/05/2024

   
  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,
  
  *********************

  To: BBB,
  Thank You for reaching out to this business regarding my complaint
  their response was positive and it seems that we will be getting a return credit to or two credit cards: Chase Sapphire credit card and ********* Credit card. It was unfortunate that the whole issue took place. I will say that the lack of communication on the vendors part to us was lacking.I will stand by my complaint statement as submitted other then the Sales Rep. should of measure where the unit was to be installed.
  Respectively Submitted,
  ***** & *****************
  05/06/2024

  

  Business response

  06/28/2024

  We are continuing to work with ****** on this as we submitted the refund request in a timely manner once you requested it.  Since the charge goes through ******* we have not direct way to refund the money through ********, and we need to wait until ****** can process this.  We will continue to make sure that this problem is worked on until complete and we are sorry for any delays.  

  Customer response

  06/28/2024

   
  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

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******** installed a non working heat pump and air handler. The first day I put on the a/c, it blew hot air at me with weather in the 90's. I nearly passed out. After many calls to the company, I am only able to get a rep from the warranty section to schedule and reschedule a technician that never arrives. I explained this is a brand new system installed four weeks ago and the a/c has not worked since installation. They ignore my pleas and put me in the queue. I haven't received any service in over a week. They don't call or give any indication of when they may appear. I need service now before the next heatwave comes.

  

  Business response

  05/17/2024

  Good Afternoon *****,

  Thank you for bringing this issue to our attention.  We appreciate your patience as we work to make sure we have the best technician for the job sent to your home.  You reached out to us on 5/11/24 @ 8:08am and let us know of the issue.  We reached out to get things scheduled multiple times on 5/13 and 5/14 and ended up being able to have one of our best technicians on site at your home today.  It appears that there is a part that needs to be replaced and we have already ordered it and will work hard to make sure that you are up and running ASAP.  I apologize for any confusion regarding the arrival time of the technician.  Again, thank you for your patience, we are on the job, and will absolutely resolve this for you. 

   

  Warm Regards,

  **********

  Customer response

  05/18/2024

  A technician came and as indicated in the response, there was a part needed to repair the A/C function; however,the the heat would continue to work.  In fact, the heat is not working either now.  This morning it was cold and I put the system to heat and set the temperature to 70.  All day the reading of the temperature has been in the low to mid 60's.  When I put my hand to the vent, it is blowing cool air.  I am now left without heat or a/c. I am without words!  

  

  Business response

  05/22/2024

  Good Afternoon **************,

  Although it is incredibly rare, there are times where there are malfunctions with equipment shortly after installation.  We are definitely going to get this taken care of  for you, and I can assure you that we have the resources and the commitment to get this taken care of for you.  Our office is working with you now to have the technician come back out to get things functioning ASAP.

  Customer response

  05/22/2024

  The issue of the heat resolved itself.  I turned the system off at the breaker box and restarted, and the heat kicked on.  I would suggest that as part of the technician training, that they make sure the system comes on and provides the air before leaving.  Fortunately, this was an easy fix that the receptionist shared with me the first time I called about the a/c not working.  While it didn't fix the a/c, it did work to fix the heat.  As of this date, I am still waiting to hear any update on ******** obtaining the replacement for the faulty part. While the weather has been cool and there hasn't been a need for the a/c again, I would like this issue to be resolved as soon as possible.  

  

  Business response

  05/29/2024

  Good Morning **************,

  Our Technician ************ was on site today and made all repairs to make the system fully functional and ready for summer.  Having installed systems from this manufacturer for over 100 years, count on us to make sure that you have a great experience going forward with this system!

   

  Kind Regards,

  Customer response

  06/01/2024

  Today we needed the air and finally, it worked.  In talking with ********, the problem was with ****** manufacture.  The system came with a faulty part.  I am already nearly two months into my 12 month warranty with ******** due to this pre existing condition.   I am requesting that the warranty be extended two months to give me a full12 month warranty on a fully functioning system from the start.  Having said that, I am grateful for the work of ******* and **** to get my system working. 

  

  Business response

  06/13/2024

  Good Afternoon *****,

  Thank you for the follow up.  We completely agree, and had already planned on extending your warranty.  Per our database now, we have extended your first year warranty through 6/15/2025.  Thank you!
  

  Warm Regards,

  **********

  Customer response

  06/13/2024

   
  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

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had our annual HVAC maintenance performed on 4/30/24. Once complete, the tech went over the 2 issues found and the needed repairs. The most important repair needed is the replacement of the heat exchanger. Due to a manufacturer 'defect' (verbiage used to explain, but different description on invoice) a hole had burned through the heat exchanger. Due to this being an unsafe condition, they were required to turn off the gas to the furnace. Though this part is covered under warranty, the labor costs quoted (and at a discount) would be on us, which is rather large. We were left with reviewing the issues, the quotes, but more importantly, without a heat source. I admit to delaying reviewing all the documents and pictures as it was my sons birthday. I reviewed over the weekend along with our original purchase contract. I realized that the part that needs replacing should not just be under warranty, but would qualify under the 'no lemon' guarantee. I called the following Monday (5/6) to discuss the issue and when I mentioned the word 'lemon' I was put off, told Id get a callback later that day. No call until the next day (5/7). Again I said, per the companys stated website no lemon guarantee, we qualified to have the system replaced, not just the part and at no cost. After discussion with a manager, I was told no lemon only qualified if they installed wrong. But thats not what the guarantee states. My mother (85 y/o senior citizen) called later in the day to talk to a higher up manager to no avail. She was to get a call back from the **** head, but that did not happen. She called twice again today (5/8) but no one was available, all out in the field. At this time, we have been without heat for 8 days, inside temps reached a low of 61*. Turning off someones heat and not following up for resolution is not irresponsible, its criminal. I image if we said here's our money, we'd get a phone call. We are to the point of contacting an attorney.

  

  Business response

  05/10/2024

  Thank you for bringing this to our attention.  It appears that there was a lapse in the membership plan in our system which is why it took a bit longer for the team to render a decision on this one.  We should have been faster, please accept our apologies for the delay. Though there was a lapse in the membership to maintain the guarantee, we believe that it still falls within the realm of our guarantees intentions, and we will work to provide replacement at no cost to you.  Please expect a member of our team to reach out to schedule next steps.  Thank you!

  Kind Regards,

  **********

  Customer response

  05/10/2024

   
  Better Business Bureau:
  
  I need to state that 'we' did not let our membership plan lapse. A few years back there was a change to how the membership was being handled and when asked it ours would just roll over into the new system we were told yes, and on multiple occasions. That was not actually the case, but we did not find out until we called for the next annual maintenance and were told sorry, not it didn't just roll over, to which we immediately remedied. As a multiple home owner and landlord, we take pride in making sure any/all equipment is not subpar and is maintained as best possible.

  With that said, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We look forward to resolving!
  
  Sincerely,
  
  *********************************

  Customer response

  05/22/2024

  Based on the response from Wolfers to get this claim resolved, we were to be contacted by them to get on their schedule for replacement. However, we have not heard anything from them and it's now 12 days later. I have no confidence that if I call in that our agreement will be in their system. Nor do I think I should have to be the one to call them. Their lack of good communication has been really frustrating over the years and it's continuing now. Let me know if I need to start a new complaint.

  Customer response

  05/22/2024

  Based on the response from Wolfers to get this claim resolved, we were to be contacted by them to get on their schedule for replacement. However, we have not heard anything from them and it's now 12 days later. I have no confidence that if I call in that our agreement will be in their system. Nor do I think I should have to be the one to call them. Their lack of good communication has been really frustrating over the years and it's continuing now. Let me know if I need to start a new complaint.

  

  Business response

  05/29/2024

  ********************,  

  It is an incredibly rare circumstance that results in this situation, but we appreciate your digging and your additional information.  We will be reaching out to you tomorrow to discuss when your new furnace will be installed at no cost to you.  Thank you!

  Kind Regards,

  **********

  Customer response

  05/30/2024

   
  Better Business Bureau:
  

  I received a phone call from *** this morning to confirm the equipment has been ordered. Due to the failure of the original equipment, this is a full replacement under warranty, and I should expect a phone call from scheduling once confirmation of the order (with dates to receive) is received to schedule the installation.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

  Customer response

  06/18/2024

  At this point, I want the system installed no later than the end of this upcoming week. I don't care if their schedules are already booked. We should have already been on their schedule at this point so they need to bump someone as our situation should take priority since our heat was shut off by them coming up on 2 months now. And as their actions speak volumes over their words, if they come back with it's still on order or put blame on the vendor, I want to see confirmation of that from their vendor, not from them.

  

  Business response

  06/28/2024

  We apologize for the delay, there was certainly no ill intent.  We confirmed stock on the new system, and you should have been reached out to within the past 24 hours to schedule the installation.  Thank you!

  Customer response

  07/01/2024

   
  Better Business Bureau:
  

  I did get a call from ******* and scheduled the installation for today, Monday July 1st. Our system was installed without issue. I inquired if we needed to sign anything, but were told no. When we call in about the maintenance program, we will inquire about what kind of warranty is now on the new furnace, etc.

  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

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 3/18/2024 ******** company perform maintenance on my furnace and a/c unit. the technician talk to me about what was wrong with the units which latter on the company e-mailed me a quote for repairs I refuse. was offer membership I acetated but with in the same week I change my mind(3-22-2024) I E-mailed them requesting to cancel membership. the following week 3-27-2024 my credit card was charge for the membership. again I e-mailed them back to refund me and cancel membership, until now they haven't done ether.

  

  Business response

  04/03/2024

  Good Morning **********************,

  Thank you for bringing this to our attention.  I went through our incoming emails and was not able to locate the email request to cancel, but we can certainly help to take care of this for you.  It is really uncommon for folks to choose to cancel the membership given the value it brings, so admittedly we are normally not receiving cancellation emails.  We will have a rep call out to you today to review and process.  Thank you!

   

  -**********

  Customer response

  04/04/2024

   
  Complaint: 21521084
  
  I am rejecting this response because: I have e-mails that. I requested cancelation so I'm not a Lier if you guys choose not to accent e-mail that's your problem. all I want is to cancel and my money refunded, so I can move on and hope to never make business with you guys again, why ******** make it so difficult ? why did it have to get this far? 
  
  Sincerely,
  
  ***************************

  Customer response

  04/13/2024

  From: *************************** <*********************>
  Sent: Friday, March 22, 2024 8:10 PM
  To: Wolfer's Home Services <***************************************************>
  Subject: Re: Your WVP Membership Benefits from Wolfer's Home Services
  
  I *************************** am requesting membership to be cancel.

  As I stated on e-mail dated 3-22-2024 I do not want to be part of membership benefits and requested to cancel. $19 dollars have been charged to my credit card I would like money back and membership cancel. if this request is not granted with in a week, I will referred this matter to the BBB. thank you, ***************************,

   

  Customer response

  04/19/2024

  that is all the information that I have. I don't know what a screen shot is ?  

  Customer response

  04/20/2024

  Here are the screen shots you requested. Let me know if you are able to see it. 

  

  Business response

  05/06/2024

  Good Afternoon ****,

  I want to make clear that we never sought to imply that you were lying, merely to help indicate that there may have been a technology failure, or a spam filter issue that contributed to the missed communication.  It is incredibly rare for any of our customers to cancel memberships, and even more rare that it is done by email.  Also, we did reach out to you and leave you a voicemail confirming that we had cancelled your membership on 4/3/24 (this is a documented and recorded call) and were refunding the charge.  We have confirmation that the charge was refunded on 4/4/2024.  We pride ourselves in being incredibly easy to work with, and for the last 124 years we've worked especially hard to make sure that we are fair to all of our customers and we bring value each day.  If in these interactions we may have missed the ***** I am truly sorry.  That said, I would like to stipulate that we did exactly what you asked us to do immediately after the request came through on 4/3/2024.  Thank you, and make it a great day!

   

  Kind Regards,

  **********

  Customer response

  05/09/2024

   
  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

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a furnace from ******** with installation from ******** about 3 years ago. This also included a central air conditioner. Since the furnace was put in it has not worked consistently. It will show on the thermostat that it is trying to go on but not kick in to deliver heat. I have had ******** out to my house multiple time to fix the problem. At one point their rookie tech tried to sell me a new thermostat for about $1000 saying it was the problem. No, it is not the problem and I did not do this. It is a switch or something like this inside the unit. The thermostat shows it is trying to deliver heat but the blower never goes on. I am getting lip service now and it is still under warranty. I want a new one installed. They will come out and then give me hogwash about it and never fix it. This has been going on now for about 2 years. I am tired of the furnace not working and not being reliable and it is new. And, this problem has been going on for way too long. ******** is not abiding by the warranty. Another problem is that the condensation pipes have leaked and my ceiling has water damage. They came out to look at this and said it was my solar tube. It is not the solar tube and this also needs to be fixed.

  

  Business response

  01/15/2024

  Thank you for reaching out.  I have reviewed the history on your account and we are willing to reengage with you on this matter.  Typically there is no switch inside a furnace that would cause a an intermittent problem, though we will have a technician reevaluate the full setup of the furnace.  If the thermostat is the issue, we will work to resolve that for you as well.  Last year we did pay a third party contractor to come and evaluate the cause of the leak, and we could not reproduce any form of condensate leak at the time, however the appeared to be obvious signs of leaking with the solar tube.  We will reevaluate this issue as well, and if there is condensate leakage it should be fairly easy to ***********'s location and determine what the fix needs to be going forward. Expect our team to reach out to you on 1/16/24 to schedule the site visit.  Thank you.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our ductless heat pumps have leaked water, they drop ice from the main head when attempting to use for A/C. They do not work for heat at all. The outdoor unit is constantly icing over. We have asked them to check for a leak in the antifreeze, Which they would not do, unless we paid them to repair the other issues that were issues from their installation 3 years ago. (More info below) The main heads present different error codes and its constantly having to defrost. We had someone from wolfers come out on Nov 7th 23 to see what was happening. The reason that the heads have been leaking water is because the pumps are no longer working and it was discovered that the drain line, when they installed it, was pinched so tight in two places that the line could not release the water. This caused the pumps to burn out and for water to leak out running down walls. They had to replace the pumps 2 years ago because of water drainage issues then. Which now we know was also due to the pinched drain lines. The person acknowledged that those were installed incorrectly but then gave us a quote of around $2500 to fix it all. Because this was installed so poorly I have been trying to contact a manager for the past 6 weeks. No one will call me back. I have tried to get in touch with 3 different managers there and all of them are avoiding my calls. We have not been able to use our ductless for AC or for heat and we live in the Pacific Northwest. I would not recommend anyone use this company. And I would like for them to come and repair the system that they installed incorrectly which has now lead to big problems. I do not plan to pay them for any of these repairs.

  Customer response

  12/29/2023

  They have contacted me and are currently in the process of seeing what they can do. Original complaint can be removed. 

  

  Business response

  12/29/2023

  Thank you for bringing this to our attention.  Prior to this complaint being filed, we had already scheduled with you to have our HVAC service field manager on site (at no charge) to provide an additional opinion as well as work to create a great resolution for any issues that are here.  My understanding is that you had another company come out and do work on the system, and our original technician who visited your home in November appeared concerned that some of the disassembled/damaged nature of the equipment could have been tied to them as we know that we did not cause those issues.  However, with our field manager on site, he is fully empowered to resolve any and all issues that he believes has any possibility of being created by any errors in the install process.  We will always make sure to own any issues that could have been caused by an installer.  Thankfully these issues are exceptionally rare, but we do not feel that you should have to bear the burden if those issues are present.  Count on our Manager, ************** to take care of things the right way.  Thank you!

  Customer response

  12/29/2023

   
  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

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A furnace was removed from our house so the downstairs is unable to be heated except for a mini-split. When it gets too cold the mini-split turns off and goes into "Defrost mode" making it a non-viable solution to heat the lower level of the house. When they designed the replacement system, they forgot to take into account the total square footage of the first floor. The system they installed does not force air to the lower level floor vents. The mini-split was only installed to provide Air Conditioning to the first floor, as the previous system and replacement system were not designed to cool the lower level. The mini-split was NOT installed as heating solution, as the replacement furnace was supposed to force air through ALL floor vents- upper and lower levels.

  

  Business response

  11/27/2023

  Thank you for your follow up on this item.  Our team is currently in the middle of working with the landlord/homeowner to resolve the challenge here.  We have delivered space heaters to take care of the tenants, and are actively working towards a solution that will bring reliable heating to the space.  Please note that defrost is a common function of all mini split heat pump units, and typically is a mode that is engaged for just a few moments before returning to normal heating function.  Our systems work at full capacity to temperatures well below the lowest common temperatures achieved in ******** and *************************, and we are confident that we will be able to help out to ensure that the existing system provides reliable heat for the tenants, as well as work on a revised strategy to additionally provide heat to the spaces that we were not allowed to access during our original visit(s).  Our service manager, *************************, is fully empowered to ensure that we create a great resolution for this situation.  

   

  Kind Regards,

  Tim 

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called wolfers to come check on a pipe that looked oily to me. I knew the ******************************** heater hasn't been serviced in a long time but we haven't had any issues with it since purchasing our home in Spring 2019. Again, the only concern I had was about a pipe hanging off the furnace that was a little oiler and dirty than I remember it being when we first bought it. I had my husband call Wolfers because that's the company the previous owners used to service the machines. The first red flag was when the technician showed up late & didn't communicate that he would be late. After he showed up, I didn't receive a call about the work the needed to be done after he did the "inspection". He went ahead & started working on the "issue" that he didn't run by us. My husband normally will give me a call after he consults with any technician so that we are ALL (me, my husband, & the technician(s)) on the same page about the repairs & the price. Midway through the "repairs" he realized he didn't have the cables he needed but said that he would be coming back first thing in the morning to finish up the repairs. Again on day two, he showed up late & STILL the original issue that we called about was not addressed. Just like on day one, there was little to no communication about what was going on. After the technician left, he failed to put the cover plate on the water heater back on (again that's not what we called about). Since the technician worked on our equipment, our house has been COLD! I woke up this morning around 4:30 am & the temp read 63 degrees F. So I turned it up. Our ************************** unit sounded like it wanted to turn on. I heard the start of the rumbling like it wanted to start but it ultimately never did. I had to leave for work so I tried turning it up a little more & changed the setting the HEAT with a permanent hold to make sure it wouldnt go down. When I got home, the temp read 60 degrees! It got colder. I'm so upset. I have a child & pet. We are SOOO cold.

  

  Business response

  11/06/2023

  100% Refund has been issued.  Thank you!

  Customer response

  11/06/2023

   
  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

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last summer we purchased a brand new central air and heating unit from this company. On august 5th this year it quit working. My wife called and they sent a tech out on Monday the 7th of august. A part was order. I expressed concern as looking ahead there was a heat wave coming triple digit temps were forecast. The tech assured me the unit would still cool and we would be ok through the weekend. He was wrong. It still doesnt work. My wife called Monday the 14th as soon as they were open and was told they would be here by 9:30 am. Its noon and they still arent here. Wolfers does not live up to their commitments. I called them and they are saying they can be here until tomorrow. I took off work to be here for them today. Now I will have to take off tomorrow.

  

  Business response

  08/15/2023

  Thank you for your follow up. 

   

  It should be noted in this case that we were called on a Friday and were able to have ************** on site the immediately following Monday as we place a high priority on our install customers.  You have made an investment in us and we work hard to honor that investment by taking care of you if there are any issues.  We diagnosed a faulty part which was not immediately available.  This was a manufacturer defect and we did not cause this problem.  There was approximately a 1 week delay in getting this part, (often these parts have been extremely difficult to acquire, with very long wait times due to a significant short supply nationwide as a result of the abnormally hot summer that the US is experiencing).  We placed extra resources into getting the parts expedited, and though the system is outside of labor warranty we have committed to simply eating the cost (approx $2,300) of this repair in order to take care of your system for you.  It should also be noted that this particular repair takes additional specialized skills above and beyond a simple part swap as the manufacturer has determined that the best fix is to completely replace a major installed component with one that is larger than the original, and requires significant adjustment to ensure that it is being installed correctly.

   

  I must express my apologies as there were two miscommunications that we need to own with this transaction.  Initially the technician shared with you that he felt like the system may be able to continue limited operation through the weekend (it did not) and it appears that the message that you heard was that he was guaranteeing the system would work throughout the weekend.  Again, please accept our sincere apologies, a system with a failed part that is still working in any capacity is extremely unpredictable, and perhaps we could have phrased our communication differently to have set a more appropriate expectation.  Additionally, though we received the part and we had you slated to receive a call early Monday to schedule an immediate repair, you did reach out to our team early on Monday morning and one of our call center reps ******* a note in the system and mistakenly replied that we were going to be at your home that day @ 9:30am(the mistake was made because your appointment was put in a holding space on our dispatch board until our dispatch team reached you to schedule, and that holding space happened to be 9:30pm which is where the call center rep made her error).  We have worked with this rep, and she understands the error that she made and we do not expect that type of miscommunication to happen again.  She is a good teammate and though she is new, she is learning fast.  She is quite mortified that her miscommunication has triggered a response to the degree that you have chosen to respond, and she asked that we express her personal apology to you as well.  Your request for satisfaction of the BBB complaint is that we finish the work, and we will absolutely do so.  Prior to your complaint, we already had scheduled with you that our technicians would be on site today to do the work.  They are currently on site doing the work as I write this response.  Wolfer's Home Services has been the standard in customer service for a century, and you can count on us to ensure that this issue is resolved.  

   

  Thank you,

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

  General Manager, Wolfer's Home Services

*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. ↩