Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a technician come out to inspect our unit on Dec 6th. It was blowing cold air when we were attempting to turn on the warm air. Upon inspection, the technician said we would either need to do more work to fix the 10-year old unit or replace it. Not something we wanted to hear since we have already invested nearly $26,000 with this company. During our conversation, I asked the question, "We have had you guys come out many times-at what point do I get to walk into our home and not have to worry about what my home will fill like inside. When will I be able to have some confidence that these units will work properly?" The technician said he apologized and understood the frustration. We discussed the "min-split" and even the technician said ( in front of my daughter and my wife) that the unit may not have been truly necessary. That was an $11,800 investment!We have three open accounts with **********************. We would have had a fourth if we elected one of the options to buy a new unit or fix the old unit. At a minimum, we likely were looking at another $4000 to $10000.I called *** ***** and asked for a second opinion. The technician came out and stated we needed to replace two parts for $1,100 and was fixed within 45 minutes. While the technician said that one day, we may need to replace-for now the units work okay and there were no leaks. And plenty of freon-Elmers technician said it was running low???We have signed a contract with *** *****. Since Elmers has wasted our time and money and gave us something we do not need and a payment that we do not want-we wish for them to refund all or some of our money.

  

  Business response

  01/10/2025

  Thank you for bringing your concerns to our attention. We value your feedback and the opportunity to address your experience with Elmers Home Services.
  Dear *** *****,
  

  We understand that your recent interactions with our team left you feeling frustrated, particularly regarding the recommendations for your HVAC system. We sincerely apologize for any inconvenience youve experienced and would like to clarify the actions we have taken and the solutions we provided.
  

  Over the past two years, we have made significant efforts to address your HVAC needs and ensure your homes comfort, including:
  December 2022: Installation of a 2-ton mini-split system to enhance comfort in your home.
  February 2023: Replacement of a 3-ton condenser to improve the performance of your HVAC system.
  March 2024: Sealed the duct run to your daughters room under warranty and replaced the thermostat.
  March 2024: Conducted a make-right duct renovation to balance airflow upstairs and cleaned the evaporator coil as part of our commitment to resolving your concerns.

  
  These actions, including the substantial duct renovation valued at $15,000$20,000, were provided to address previous concerns and ensure your satisfaction.

  Additionally, on December 6, 2024, our technician presented multiple options for addressing the issues with your 11-year-old system, ranging from minor repairs to system replacement, based on its condition and long-term performance expectations.

  
  We regret that you were dissatisfied with the recommendations provided. Our technician acted based on the systems condition at the time of the visit and our commitment to providing transparent and professional service.

  The observation regarding low refrigerant was made during the assessment, and while opinions may vary among technicians, our recommendations were made with your homes comfort and reliability in mind.
  

  As for your request for a refund, we must emphasize that the agreed-upon solutions and services were provided and deemed satisfactory, as acknowledged in the resolution of the previous BBB complaint.

  While we cannot offer a refund at this time, we genuinely appreciate your business and hope to have the opportunity to restore your confidence in our services.

  
  If you have any additional concerns or would like to discuss this matter further, please feel free to contact us directly at **************

  Customer response

  01/11/2025

  Complaint: 22723964
  
  I am rejecting this response because while the company states they have done a lot of work to our home-it is only because they never really address the issue. It is my hope that customers learn to steer clear of this company. We will continue to pay for stuff we did not need. 
  
  Regards,
  
  **** *****

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a replacement ac system in april from Elmer's.Upon installation the system ran fine at first.Then their QA tech came through and pointed out SEVERAL issues that needed to be addressed and assured us they would be contacting us. They did not and I had to reach out to them. Then the team they sent out finally said everything was fine and completed.We were told during the installation we would need another thermostat because ours was faulty. So they ran a new wire and put up a new (worse) thermostat. I called to ask them to repair the wall as I was once again told they would call to schedule the drywall repair with me. They then sent a tech out who hooked up my old thermostat saying, nothing was in fact wrong at all in the first place with the thermostat or the original wire.Then we noticed dripping coming from one of the pipes leading into the unit. When we called they sent out insulation installers, not a team to fix the leak and review the unit. Once again, I was told by the team onsite, we will get a call. We did not and after 3 weeks I called them.They sent out 2 team members, who put 'a bead of silicone around the pipe and the insulation' to keep water from dripping out.About a week later the system has now shutdown and our ac will not turn on. When I called their over night line I was told I would get a call in the morning but they were booked up.Additionally found some kind of sealant on multiple pipes that has not cured or set and is simple slopped onto multiple fittings.

  

  Business response

  09/12/2024

  My name is ****** ******** with Elmer's Home Services. We have received the customer experience and have launched an internal investigation.  At Elmer's Home Services, we believe in doing the right thing because it's the right thing to do and we take all complaints very seriously.  At Elmer's, we believe in providing 5-star customer service to each and every homeowner we serve. 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First of all, I booked an appointment online a couple weeks ago on a Thursday for that Saturday and they called me the day after I booked to tell me that their first available appointment was the following Monday after I already made weekend plans since it was booked online. So there is no point booking online with them. Then on Monday, the appointment was scheduled for 2-5pm window and dispatch called me at 4:30 to tell me the technician was running over 45 minutes late which put us out of the window and it was already late. So much for always on time Elmer. When they finally showed up a day later, the technician presented me 5 preset packages to choose from ranging from $1000 to $8800. The fact that they spent over an hour analyzing what was wrong with the ** to then just give me preset packages was strange. I chose the package for $1700 that was called critical repair because the technician promised me that would fix the critical things wrong and guarantee air flow. After he left, nothing changed so we gave it a day and it was still 85 degrees in the house. I called to ask for someone to return to fix what should have been fixed the first time. They sent a senior technician who came out and told me that a critical package actually doesnt fix the critical components but just produces cool air even if there isnt a proper flow. Why pay $1700 to not have the proper channel/flow of air? He basically told me I need to pay at least a couple thousand dollars more for one of the higher preset packages to make sure its cool. Then he got a supervisor on the phone on speaker and the supervisor recited a scripted line please make sure you tell them that we dont nickel and dime our customers. They offered to send a THIRD ****** out to go over the packages with us again but based on other reviews and this experience I decided to cancel because I dont want to be scammed by them more.

  

  Business response

  08/27/2024

  My name is ***************************** with Elmer's Home Services. We have received the customer experience and have launched an internal investigation.  At Elmer's Home Services, we believe in doing the right thing because it's the right thing to do and we take all complaints very seriously.  At Elmer's, we believe in providing 5-star customer service to each and every homeowner we serve. 

  Customer response

  08/30/2024

  Complaint: 22190053
  
  I am rejecting this response because:
  Elmers Home Services said they will launch an internal investigation but it has been over a week since the complaint was filed, almost two weeks since the company came to make the failed repair that I paid for, and they did not apologize or give me next steps for either repairing the ** or giving me the full refund that is deserved. Furthermore, I emailed the customer service email provided to me in my ****** review on Sunday the 25th and it is now the 30th so it has been 5 days with no reply. 
  Regards,
  
  ******* Green

  

  Business response

  09/12/2024

  ************** was offered nine different options.  He chose the basic one which included a chemical cleaning of the outdoor coil, and recharging the unit to manufacture specifications,additionally, we added a compressor saver kit and chemically cleaned the indoor coil.  ************** read and signed the Liability agreement (attached) and understood what was being offered.  Our certified technician, *************************** explained to ************** that additional issues also needed to be addressed.
  In closing, EHS stands by the prior responses.  ************** acknowledged the repair, and the price for those repairs and then provided authorization to proceed.  Additionally, ************* acknowledged that the repairs were performed to his satisfaction.  If you have further questions or need additional services, please contact our office to schedule an appointment.

  Customer response

  09/12/2024

  Complaint: 22190053
  
  I am rejecting this response because:
  
  I did not purchase the basic option. I purchased the package above that. I also did not acknowledge that the repairs were made to my satisfaction. The technician asked me on a scale of 1-5 how Id rate his service. He was a nice guy and so I said he did a 5 at the time in terms of being nice and attempting to repair. I didnt rate the completed service as a 5 since we had to wait hours to a day after the service was complete to have final result of the system not functioning still. A survey of satisfaction should be sent a day or two after service is complete so the customer can have time for their AC to work. Another example of Elmers using a deceptive business practice. For a company that says they pride themselves in doing whats right for the customer they should either provide me the refund or try to fix the issues.
  Regards,
  
  ******* Green

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Update: As of today no response from owner. They have a commercial that states if you are not satisfied that they will give you, your money back that is a lie. I have been trying to get money back on terrible service and it's nothing but crickets. They do not care about customers only on making money and cheating people. I was given a call back but they wanted to schedule the 2nd maintenance service and I said that I already had spoken to someone that I no longer wanted them to come out and just wanted refund and they said they did have nothing about that in their notes. I was told again that management would reach out to me again but still nothing.Ugh. Where do I start. I had them come out to service my A/C in October (10/19/23), they did nothing but look at the unit. Nothing was cleaned or any lines flushed on either the unit in ***** or outside. Even though you state you do not try to sell us things that's all you did. I paid for yearly maintenance. I had to call to schedule 2nd maintenance checkup even though the tech told us you would call to schedule. Then I had to call to see if you were still coming and was told you would call back to reschedule. Over 2 months no call. I called to request a refund on half of maintenance I already paid for and was told Management would reach out to me. Nothing but crickets. If I could give a zero star I would. I would not recommend this company to my worst enemy.

  

  Business response

  08/27/2024

  My name is ***************************** with Elmer's Home Services. We have received the customer experience and have launched an internal investigation.  At Elmer's Home Services, we believe in doing the right thing because it's the right thing to do and we take all complaints very seriously.  At Elmer's, we believe in providing 5-star customer service to each and every homeowner we serve. 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Plumbing emergency june 11 2024.Elmers plumbing ************************** said during repair the charge would be$700.At end he charged $1021.******* said "fittings" were expensive.I asked management for partial refund ...they refused.Two other plumbers indicated that the job should not have beenmore than $600.

  

  Business response

  08/22/2024

  My name is ***************************** with Elmer's Home Services. We have received the customer experience and have launched an internal investigation.  At Elmer's Home Services, we believe in doing the right thing because it's the right thing to do and we take all complaints very seriously.  At Elmer's, we believe in providing 5-star customer service to each and every homeowner we serve. 
  
  When our technicians go into a home they give a full range of options with different packages and pricing.  It is up to the customer to choose an option and/or a package. Elmers Home Services does not proceed without the customer's written consent to do so.  

  Customer response

  08/23/2024

  Complaint: 22149778
  
  I am rejecting this response because:
  The response was "generic".

  The response did not specifically address my issue.
  Regards,
  
  *************************

  

  Business response

  08/27/2024

  As mentioned on our previous response, When our technicians go into a home they give a full range of options with different packages and pricing.  It is up to the customer to choose an option and/or a package.  Elmers Home Services does not proceed without the customer's written consent to do so.  The customer signed the order before the ******************** were rendered.  If there was an issue or the customer was not satisfied with the pricing, EHS would have not proceeded with the job.  EHS does not proceed without the customer's written consent.  We trust that this final response will close this matter to the satisfaction of the customer and the satisfactory conclusion for Elmers Home Services. 

  Customer response

  08/28/2024

  Complaint: 22149778
  
  I am rejecting this response because:
  This is the same generic non-answer as the first response. 

  As noted, the plumber (in the middle of the repair) said the cost would be $700.00. When completed, the bill was $1021. I asked why the bill went from $700 to $1021. The plumber said the "fittings" were expensive!

  Regards,
  
  *************************

  

  Business response

  09/12/2024

  In Regards to complaint ID ******** Our investigation concluded.  When our technicians go into a home they give a full range of options with different packages and pricing.  It is up to the customer to choose an option and/or a package.  Elmers Home Services does not proceed without the customer's written consent to do so.  Each package has a different set of additional options we offer. Please see the signed invoices attached.  Our customers always acknowledge the price for the packages and then provide authorization to proceed.  Please don't hesitate to contact me if I may be of assistance with this or any other matter.  We trust that this final response will close this matter to the satisfaction of ************** and to the satisfactory conclusion for Elmers Home Services. 

  Customer response

  09/13/2024

  Complaint: 22149778
  
  I am rejecting this response because:This response is the same as previous responses...no new information.

  The plumber DID NOT indicate a charge/price before starting work. In the middle of repair he indicated the charge would be $700. When completed the charge was $1021. Two other plumbers indicated the charge should not have been more than $600. I am asking for a $321 partial refund (1021 - 700 = 321). I think this is a reasonable solution to this  situation.

   

  
  Regards,
  
  *************************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased system in nov 2019 with a ********************************* my warranty period with them. Multiple times every year they have been here for maintenance or adjusting the air flow because I complained. 3-18-2020, 11-13-2020, 9-2-2021, 10-19-2021, 10-22-2021, 8-17-2022, 9-20-2022, 8-21-2023, 1-25-2024, 3-5-2024, 3-29-2024, 5-28-2024, 6-6-2024, 7-5-2024 The nature of the dispute is, They did not provide the ducting I paid for, for 5 years, nor had correct setup which was wasteful air conditioning going into my attic and nobody said anything as many times as they looked at my setup. They did not provide me the electrostatic filter I paid for. Went without that for 5 years. And because they were negligent and intentionally did not do the work correctly my utility bills have cost me greatly over the last 5 years. Then the tech trying to trick me with the diagnoses to try and ***** me for ****** for a ridiculously easy and fast task, which was not the problem to begin with and the last few times they started charging me a show up fee to look at my system. That is supposed to be no charge per the warranty. And management has ghosted me. Will not return any of my calls. I call and leave message with switchboard at minimum of 2 times per week. On 3-29-24 ***** had assured me that I would be getting a significant refund and he was going to upper management to get that taken care of for me. I have asked many times to get copies of their visits to my home and they refuse to get anything to me. Nobody has given me a hard copy or electronic copy of the work they did. Due to the actual cost of the equipment brand they installed for me, the fact that I have not had the products I paid for until 5 years later, the 5 years of cost I have endured due to high utility bills directly caused by the incomplete, incorrect way it was installed and the level of stress they have caused me, I want half of my money refunded to me. $14,000.00

  

  Business response

  07/29/2024

  My name is ***************************** with Elmer's Home Services. We have received the customer experience complaint and have launched an internal investigation.  At Elmer's Home Services, we believe in doing the right thing because it's the right thing to do and we take all complaints very seriously.  At Elmer's, we believe in providing 5-star customer service to each and every homeowner we serve.  Please don't hesitate to contact me if I may be of assistance with this or any other matter.

  Customer response

  07/31/2024

  Complaint: 22052255
  
  I am rejecting this response because:
  Its a default response message they have provided on every bad review that was posted to BBB. Does not show any effort and quit dismissive actually. 
  Regards,
  
  ***********************

  

  Business response

  08/22/2024

  ****************, our Operations manager will be more than happy to meet with you personally at your convenience to go over all the details of the invoice you signed, prior to working at your home.  At Elmer's, we believe in providing 5-star customer service to each and every homeowner we serve.  We never perform work not authorized by our customers.  You can go also speak to him about any concerns you may have.  Please call our office to schedule the appointment and please don't hesitate to contact me if I may be of assistance with this or any other matter.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a mew ac unit installed on February 24th and the company has had to come back 12 times for problems with unit. they had to move the controller,rewire the unit, repair the copper lines, clean the drain, replace the controller,and now they don't even come out to repair the unit . they charged ***** for this thing and now they won't fix it . They destroyed the side of my house killed 3 4ft banana trees . I had the top managers come to my house to view the damage and was told they will grow back but they didn't they put in a new pedestal for the condenser and every time it turned on it wobbled back and forth

  

  Business response

  07/16/2024

  My name is ***************************** with Elmer's Home Services. We have received the customer experience complaint and have launched an internal investigation.  At Elmer's Home Services, we believe in doing the right thing because it's the right thing to do and we take all complaints very seriously.  At Elmer's, we believe in providing 5-star customer service to each and every homeowner we serve.  Please don't hesitate to contact me if I may be of assistance with this or any other matter.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On April 24, 2024, I contacted Elmer's for an estimate on repairs for my Central air conditioning system. I was getting quotes and was told that my unit was old and opted to purchase a system from Elmer's based on the following information: I was told that I would have a 12 month interest deferred payment plan, and warranties. **** was over $14,000 for the system and over $1,000 for insulation for the attic. All document signatures and disclosures were done on an iPad with E-signatures. My budget would allow for me to pay down a large portion of this financed loan in a year. Interest was high after the 12 month term (*****%). From the very beginning problems began. There were other issues with this company but not related to this complaint, so I will not include them. Anyhow, on June 1 I called ********** now ************** to ask for my account number so I could make a payment as I had been advised by ********* that my account had been settled with the vendor (Elmers). I asked about the interest free promotion and was informed by the bank that I was not on any promotional interest deferred loan. I tried for four days to get in touch with the finance department at Elmers without hearing from them. I finally found the number for them and when I called they told me that my loan had not qualified for the interest free promotion. In other words, they knew this and did not inform me. I asked them to take the equipment back and was informed that that was not an option but that they would give me a check for six months of payments and that I could do whatever I wanted with that check. I was extremely upset and had developed a migraine by the end of our conversation so the person (*******) told me he would call me the next day. As expected no one has called me, it's been over a week. The verbal information and the outcome of this purchase and finance agreement were not what I agreed to.

  

  Business response

  06/13/2024

  My name is ***************************** with Elmer's Home Services. We have received the customer experience complaint and have launched an internal investigation.  At Elmer's Home Services, we believe in doing the right thing because it's the right thing to do and we take all complaints very seriously.  At Elmer's, we believe in providing 5-star customer service to each and every homeowner we serve.  Please don't hesitate to contact me if I may be of assistance with this or any other matter.

  Customer response

  06/27/2024

  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.
  
  Regards,
  
  ***** De ***************************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new AC unit from them on10 Jul 2022. This was a complete inside and outside unit to replace our old unit. Old unit was a 0ver almost 30 year old TRANE. Paid $19,900 via check that day. The came out and installed it that day. We got a new system as the Price for R22 was through the roof, and I knew it was starting to leak and have problems. Plus figured with a newer system we could also save some money as it is supposed to be a better more efficient system. However, We have had more problems with this system than we ever had with the old one. They have had to come out about 7 times to fix the system, From replacing power supplies, circuit boards, Redo wiring, etc. The last was to replace a valve, then a week later we had a problem again, They said now the Drier should have been replaced also, and now the Compressor needed to be replaced. yes they are doing all of this under warranty, but we keep having to take off work to get things done, The house is not cooling properly thus causing electric bills to be higher since it is trying to cool a house with a broken system. I have call and asked to speak with a supervisor prior and they did not call me back. They have said the Compressor would be in Monday late or Tuesday 4 June, (we have been without a working AC for over a week) and scheduled us for 8 to 9 Wed. NO show and No call. Called them and they called the wife and gave some story that they were looking for the stuff, and would be there as they found it. A few hours later I called back and oh it is not in yet. Again taking days off work for this and it is not getting fixed. Not even calling to say sorry it did not come in Etc. A month after this thing was put in we wished we could have them re install the old system as this one which was supposed to be better did not even cool as well as the old one and kept having problems. They need to properly fix things or replace the ******

  

  Business response

  06/06/2024

  My name is ***************************** with Elmer's Home Services. We have received the customer experience complaint and have launched an internal investigation.  At Elmer's Home Services, we believe in doing the right thing because it's the right thing to do and we take all complaints very seriously.  At Elmer's, we believe in providing 5-star customer service to each and every homeowner we serve.  Please don't hesitate to contact me if I may be of assistance with this or any other matter.

  Customer response

  06/07/2024

  Complaint: 21807277
  
  I am rejecting this response because:  I would like to find the results of the internal investigation.   They did come put in a new compressor after the complaint was submitted,   Still have not been able to talk to a Manager/Supervisor.   So far it has been talk  but I  after this many problems with a systems that is not 2 years old and has had problems since it was installed.  etc.    And the fact they do not keep people informed what is going on is not good.    
  
  Regards,
  
  ***************************

  

  Business response

  06/21/2024

  Elmers Home Services (EHS) has responded to Mr. ******* inquiry on a timely basis every time he has called and requested our services as documented by EHS customer relationship management system.  **************** purchased a system from EHS and different problems have arisen since the installation and we have responded accordingly each time he has called to express his concerns.  As of now, A/C is working with no problems.  Our general manager has tried calling **************** and has left voice messages to try to communicate with **************** on more than one occasion to address his concerns.   A transcript of the call can be made available to the BBB. 
  We trust that this final response will close this matter to the satisfaction of **************** and the satisfactory conclusion for Elmers Home Services. 

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  4/2 I paid for a 75/80 gallon water heater(unit/labor)- It was a price match from a competitor The 75/80 they sent at first was not compatible(commercial grade)They installed a 50 gallon as a temporary fix and said they would install a 75/80 gallon at a later date.- 30 day trial We instantly had issues with the 50 gallon and requested the 75/80 gallon ever since(early April 9th).Over the last 3 weeks, I have been texting/calling Elmer's for update on my 75/80 gallon. They either don't respond or if they do say they will have a manager contact me. Only one time has a manager contacted me back 5/17 and said they were working on it and could install the week of 5/20-5/24. Since then I have not heard back even though I have followed up with them a few times.I am looking for them to install the unit that was promised 75/80 gallon. If I wanted a 50 gallon tank, i would have gone with a different company that quoted $2500 for the 50 gallon.I feel this company was deceptive in promising a unit that they did not intend to supply so they could get the business and charge me the cost of a 75/80 gallon water heater but for a 50 gallon unit.There response times to my inquiries are unacceptable and directly tied to them not meeting their expectations.

  

  Business response

  06/10/2024

  My name is ***************************** with Elmer's Home Services. We have received the customer experience complaint and have launched an internal investigation.  At Elmer's Home Services, we believe in doing the right thing because it's the right thing to do and we take all complaints very seriously.  At Elmer's, we believe in providing 5-star customer service to each and every homeowner we serve.  Please don't hesitate to contact me if I may be of assistance with this or any other matter.

  Customer response

  06/27/2024

  Better Business Bureau:
  
   

  Thank you for your help in resolving my compliant with Elmers Home services. I am happy to report that the job was completed to my satisfaction and they handled everything professionally.

  
  Regards,
  
  *************************

*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. ↩