Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Oliver Heating and Cooling is trying to charge me an "arrival" fee of $89.99 plus at least $1000 for the annual maintenance of flushing a hot water heater. When I scheduled my appointment, I was not informed of the huge price increase. When the representative, ***************************, arrived, he informed me that the price would be $89.99 plus over $1000 to flush the hot water heater. I explained that the price had been closer to $450 previously and a more than two-fold increase was excessive. He indicated that "prices have gone up" and I asked him to check with a manager for a more reasonable price. He was not able to provide a price lower so I asked him to leave. He indicated that I would be charged the "arrival" fee. This practice is unfair to consumers. Prices should be transparent during the scheduling process and if the exact price is unknown, a range should be provided including any mandatory fees to be incurred if service is not provided.

  

  Business Response

  Date: 11/28/2023

  After looking into it the customer did not pay anything for the visit on 11/17, not even the arrival fee she said that it was “unexpected” and she wasn’t paying it.
  The tech quoted $907 which is what we charge for this job, it takes time to flush the unit and we charge appropriatly for this task.
  Looking at her history I do not see anywhere we quoted her $450 to flush the tankless.
  It may have been quoted to her back in 2019 when she had problems with her original tankless.
  We quoted for a new unit that was installed on 12/26/2019.
  We had to go back last year for a warranty issue, we don’t have any other history with her other than that.
  
  I feel that we quoted the job accurately and the tech did everything to help the customer while onsite by waiving the arrival fee.
  

  Customer Answer

  Date: 11/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business. They confirm that I will not be charged for the "arrival" fee in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **************
  

• Initial Complaint

  Date:01/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September I called for service on my a/c. They couldn't come that night so we set up and appointment. Within an hour, I called back and cancelled the appointment. I have been getting charged $13/month since September.

  

  Business Response

  Date: 01/12/2023

  Hi ******- I  have reviewed your account, we have looked into your account, and we reached out twice to discuss the charge, but I will have a manager reach out again and have this solved for you. We can surely provide the outcome you would like. 

  

  Business Response

  Date: 01/19/2023

  This customer canceled the appointment but never said to cancel the plan. We were able to listen to the phone recording.
  
  We are refunding the $52.00 that was charged to their credit card. $ 13 per month for 4 months.
  
  The customer had the first two charges taken back from us and we were charged an extra $15 on those. They got $26 more back plus we got hit for $30 by the credit card company for the charge backs  We left the customer many messages regarding this issue and they did not call us back.
  
  This should settle things out for the customer and **********************.
  
  Seems like a misunderstanding.
  
  Thank you,
  
  ***** 
  *************************
  Customer Service Manager

• Initial Complaint

  Date:07/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told that a technician would be out today July 11th 2022 between 8:00 a.m. and 12:00 p.m. I never received any communication and no technician arrived. I waited months for this appointment and I contacted their customer service and I was stunned at their inability to assist.

  

  Business Response

  Date: 07/15/2022

  Hi ** - I do apologize for the inconvenience. I was told by our Customer Service Manager that you are now back on the schedule and if there are any other issues please don't hesitate to let me know directly. ****** at *******@oliverhvac.com.

• Initial Complaint

  Date:06/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of Oliver Heating and Cooling for over 25 years. The last three service calls I scheduled, Oliver has not shown up when they were supposed to, never called to say they were not coming etc. On Thursday night, I received a call that they had to change my service call on Friday because they had too many emergencies. I told them that they could not change this appt. as I had to care for a handicapped family member in PA for the next two weeks. They got snippy and said I will tell the tech not to cancel. On Friday morning I called to make sure they were coming, they said they would be at my house anywhere from 2 - 9 p.m. At 4:30 I called to see where I was on the schedule and was told they would call me right back. No one called me back. At 6:15 I called again, all you get is a recorded message saying they are on overload with calls and leave a message. A person finally called me back and said NO ONE WAS COMING TO MY HOUSE ON FRIDAY and that they had called on Friday to say they were not coming. No one called my house to tell me anything, they lied when I asked what timeframe they would be there, etc. This is the 3rd time this has happened. I have tried to reach a manager (Monday) since 8:30 a.m. and I get the same crap, leave a message and we will call you next business day. Someone is supposed to be today at 12:00. I am supposed to be in PA taking care of my brother and have had to hire someone to stay with him until I can get there today. I also am having to pay someone to stay with him. I don't feel that I should be paying for maintenance on my A/C due to all of these problems AGAIN! This is insane and will not recommend this company to anyone, anymore.

  

  Business Response

  Date: 06/13/2022

  Responding to the complaint for ***********************:

  I have set her up for a free maintenance agreement for customer satisfaction and scheduling her maintenance at a slower time of year.

  Thank you,

  Donna

  Customer Answer

  Date: 06/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I was also promised over the phone by ***** that I would receive my $156 back for my maintenance service.  That was 2 weeks ago and I have not received any check from Oliver,  I have called ***** twice and she is not responding to my calls,  I don't know if she is on vacation, but it does not take 2 weeks to get a check back.
  
  Regards,
  
  ***********************
  

  

  Business Response

  Date: 07/18/2022

  The payment was mailed out on 6/30/22 for $156.