ComplaintsforSwan Electric Plumbing Heating and Air

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband called **** to repair a leak alongside our driveway on Jan. 10. **** dug a hole in our yard and invoiced us $1,859.00 without (1) explaining the nature of the charges; (2) providing so much as an estimate as to how much its services would cost prior to providing them; or (3) obtaining my husband's approval of the cost prior to performing services. The invoice we received after they left our property does not indicate what services were actually provided, what was installed/removed, or who provided those services or installed/removed parts or other items. We did not consent to the amount charged before they provided the service, and we have no way of verifying the cost which, on its face, is unjustifiable and inarguably fraudulent. Though I think the $200 service fee is absurd, I'm not taking issue with that here. I'm disputing the legitimacy of the services or goods provided by **** and the accuracy of their invoicing for the leak repair. I demand a full accounting and a refund for--at a minimum--all amounts charged for unnecessary goods/services or amounts charged in excess of the usual, customary, and reasonable amounts associated with whatever goods/services were provided.

  

  Business response

  01/31/2024

  *****************************, spouse of *********************, called our office at 4:50pm on January 10th, ****. Per recorded conversation, ****************** stated that there was a leak on the side of their driveway. At 2 different times within the first minute of this call, ****************** was advised of the $200 emergency fee in which he understood and agreed to the emergency fee. The technician arrived at 5:20pm, diagnosed the problem. At 5:25pm presented an estimate for repairs to ******************. ****************** signed the estimate (signed estimate attached). At 6:05pm the work was completed by **************. The invoice for the work completed was presented to ******************; ****************** signed the invoice prior to collecting payment (signed invoice attached). Estimate and invoice explain work to be done and work that was completed.

  
  I have attached screenshots from our system with date and time stamps for this appointment.

  
  Recorded conversations are available upon request.

• Initial Complaint

  10/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We were told we had a gas leak by Atmos Energy. We contacted Swan because our plumber could not get us in for 7 days. We were told by Atmos the leak was most likely the riser coming into the house, we shared that information with Jeremy from Swan. He did a pressure test and found no gas leaks in any of out gas run appliances. There was a leak in a coupling going to the heater. He presented us with a quote for $21,744.56 which included replacing all the drops leading to the appliances even though they were not leaking. We decided to wait for our regular plumber who found the leak in the riser ( like we told Jeremy ) and replaced the coupling going to the heater for $1,561.95 Swan tried to steal from us, this company tried to take advantage of us and I just want it on record. I tried for two days to get in touch with them, they never returned my call.

  

  Business response

  12/30/2022

  Business Response /* (1000, 5, 2022/11/01) */ To whom it may concern, SWAN made contact with the customer after looking into the job and determined that, unfortunately, our tech did not make a proper diagnosis. We train our technicians to provide various solutions, whether to repair or replace, to find something suitable for our customers' budgets. Customers have always been presented with pictures of the pipe conditions that show why replacement is probably the best option, but that was not the case this time. SWAN did refund the $304.00 for the gas leak search and dispatch fee, and the refund was processed on 10/27/2022. We are disappointed that this customer had a less-than-stellar experience with SWAN and have implemented new processes to ensure this incident is not repeated. Consumer Response /* (2000, 7, 2022/11/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was happy with the response and resolution

• Initial Complaint

  10/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  About 2 months ago ***** Energy started replacing gas meters in my neighborhood. After about a month Swan can out and told me I had a gas leak and it would need to be fixed before the gas would be restored. The guy left his name and number. He stated that I needed to replace the hot water heater and if needed a new line to go from the gas line to the heater. Because I'm on a fixed income it took me a while to get everything I needed done. I had to pay for an inspection, a new water heater and a plumber to only find out I did not have a leak and have spent over $1800. I had been without hot water for 3 weeks trying to fix a problem that did not exist. I would like for this company to reimburse me for money spent that was not needed. I can provide documents to show what was paid and when. This company should be ashamed of taking advantaged of the elderly.

  

  Business response

  12/16/2021

  Business Response /* (1000, 5, 2021/10/27) */ Good Evening, *****! We want to thank you for speaking with our management team yesterday and sending over those receipts. We took a look at your file and it is noted that after replacing your gas yard line you were failing a gas pressure test. Due to this we were unable to tie your house into the new yard line recently installed by us. Due to city code requirements, we informed you that you would need to hire a plumber of your choosing to determine the cause of the leak at your home prior to turning your gas back on. We are sub-contractors for ***** Energy and therefore can only work on the yard line to your home and not what is inside of your home. Furthermore, upon review of the receipts that you sent to the Management team yesterday it was diagnosed and work was performed by a company that has no affiliation with Swan, Electric, Plumbing, Heating and Air. At this time we recommend reaching out to the company who completed the work according to the receipts you submitted.

• Initial Complaint

  10/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Approximately 2 years ago we hired Swan to replace our 3 AC units. As soon as the summer heat started we noticed significant humidity problems including the warping of our wood floors and mold coming out of the air ducts. We notified Swan of the issues and after multiple service calls they admitted that they had sold and installed units that were oversized for our house. They agreed to replace the units and asked us to pay an additional $5k. That offer was rejected and they eventually replaced the units for free. INCOMPETENT Round II - despite their remediation issues as soon as the heat returned the problems returned. The humidity in our house is consistently over 70%. Once again we reached out to Swan to resolve the issue. After multiple visits and their own employees admitting that it was their problem Swan essentially threw up their hands and said we can't help you. I paid another company to come in and assess the work completed. Within an hour they identified the issues

  

  Business response

  12/29/2021

  Business Response /* (1000, 16, 2021/12/29) */ This email is in regards to the case relating to ***** ********. Swan Electric Plumbing Heating & Air ("Swan") installed two air conditioning systems and a furnace in the ********'s home. Sometime after the installation, the ********s complained about humidity in the home. Swan employees came back to the home to inspect. One of the A/C systems was installed in a small area, upstairs. Swan added insulation but did not make any changes to the A/C system. It was determined that the A/C system was slightly oversized for the area, so Swan completely replaced the system with a new system correctly sized. The other system was discovered to be slightly oversized and it was also completely replaced with a correctly sized system. Nothing was heard from the ********s for 6-8 months when they called complaining again about humidity. When Swan employees inspected again, the thermostat showed that the humidity levels were not high. Swan employees noticed that the ********s were not running the A/C but running the fan and keeping some windows open. These actions work against decreasing humidity. When windows are closed and A/C runs, the humidity is lowered. Swan hired a third party company, Green Attics, to come out and perform an inspection on the ********s home to discover the problem with humidity. As can be seen from the report, humidity was found in the home but the sources of the humidity have nothing to do with the systems installed by Swan. The leaks pre-dated any work performed by Swan. Swan has gone above and beyond their responsibilities in addressing the ********s' concerns. They have completely replaced two air conditioning systems and installed insulation, at no extra charge to them. The systems are operating as designed. The humidity problem is not associated with any of the work performed by Swan and we are not responsible for the ********s complaints. Therefore, Swan Electric Plumbing Heating and Air denies the ********s' demand and **** defend any suit should it be brought. Should a suit be brought, it **** be met with a counterclaim for bringing a claim that is groundless in fact and brought in bad faith and for purposes of harassment and **** seek reimbursement for all attorney fees incurred. The ********s have since called out another company and had the systems we installed replaced. We have since ceased all contact with the ********s. We hope this clears up any misunderstandings about this situation. Thank you, Lexi V**** Consumer Response /* (3000, 24, 2022/06/01) */ Some how I missed the response from Swan - but it is factually incorrect on multiple levels and our hunmidity problems persist. 1) We have contacted Swan multiple times to resolve this complaint and they have made some modifications that seem to have made the problem worse not better. 2) We have not replaced the units - we have requested a refund and despite their written promise of a refund for any reason they have stopped communicating with us. 3) We have contacted another AC company and they have told us that the units were not installed properly - that is what led to Swan's initial replacement. 4) We have never left the windows open and run the fan - this is simply not true. 5) When we are not running the AC (during the winter months) the humidity is not a problem that is why there have been spans of multiple months where it is not an issue (e.g., Winter) but as soon as we start the AC units the humidity in the house spikes and stays spiked. I have significant documentation that I am happy to share supporting this complaint. Business Response /* (4000, 27, 2022/06/16) */ To the complaint from the client on BBB, SWAN has attempted to resolve this situation on many occasions. We have written documentation from a third-party company as to why the client's home continues to have humidity issues. The documentation proves that the home has 66% infiltration of outside air, which in the summertime, will obviously be humid air. This 66% leakage is in no way associated with SWAN or the work performed. We have no evidence that this issue has been resolved. We were informed that the client replaced the units that we installed with another company, if this is incorrect then the client should allow us to have the inspection finalized to show proper installation. As far as replacing the initial equipment that was installed, this was done at SWAN's own expense based on SWAN's own quality control department, not on the word of another company. We do stand behind our Satisfaction Guarantee as long as our clients allow us to do everything in our power to remedy the issue. It is unfortunate that this is an ongoing issue since we at SWAN have tried in every way to work with the client to no avail. Regards, SWAN Electric, Plumbing, Heating, and Air Consumer Response /* (3000, 34, 2022/06/30) */ ***Document Attached*** I have hired another company to do a Load analysis of the home. Based on their calculations all of the units installed were improperly sized. Which in turn has created the hunmidity issue. I have included their report. In addition, we paid for 2 stage AC units in our initial install. When SWAN replaced those units they replaced them with cheaper 1 stage units further contributing to the humidity issue when I paid for the more efficient units. Their response regarding the inflow of air is not relevant - nothing has changed since we moved into the home and we did not have any humidity issues prior to their work. Finally, Swan's inability to solve the problems that they caused despite multiple visits and their insistence on adding additional unnecessary duct work is why we have lost faith in their ability to solve the issue.

*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. ↩