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:01/30/2025

  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.

  In April 2022 we purchased a vacation unit from ******* heating and air, ************, **. The unit started having issues within a month of purchase. We made several calls about the unit. Rogers came out but hasn't ever resolved the issues with the unit. We have had them out for ***** service calls. Each time they came they told us the issue was resolved. We continue to have issues with this unit up to this day. The last service call was 12/24. We ask them repeatedly to replace the unit. They refuse to do so. Rogers has caused us a great deal of mental and emotional stress. We truly believe they sold us a piece of JUNK!!!! They also installed a mini split system for us. Upon installation they cut one of the electrical wires in our building. It took them a month to repair it. They should be held responsible to replace the hvac system.

  Business Response

  Date: 02/06/2025

  ****** ***** is the caregiver of ******* *******. ******* has been a customer since 2022 and spent $12,700 with Rogers Heating & Cooling. This was for two separate projects.

  The first was in April 2022 for a new heat pump. In May 2022, Rogers did a walkthrough and provided warranty paperwork. Everything was fine at that time. Between June and August 2022, Rogers went to the residence 4 times to look at the system as there were complaints from the customer. Every complaint was taken care of from each service technician. Nothing was charged for these visits. The only charge was for the installation of the heat pump for $7,600.

  We did not hear from the customer again until March 2023. We installed a new defrost board and defrost temperature sensor.

  We then heard from the customer again October 2023 for a quote on a mini split system for their garage. They purchased the mini split and we installed it in October 2023 for $5,100.

  They then called again in October 2023 for a quote on a new **** quote for Mr. ********* daughters house in ******, ***

  We did not go back to the home for the **** installed in 2022 until 1/3/24 for a maintenance visit as we provided that for free to the customer.  This program has us come to the home twice per year to check the unit to ensure it is operating correctly. 

  Here are the notes from Visit 1 from the technician:

  Upon arrival, I inspected the air handler. The blower wheel and evaporator coil had some dust and debris so I performed a cage cleaning and blower wheel cleaning. After reassembling the blower wheel, I tested the unit to make sure the blower wheel was aligned. I then proceeded to check the heat pump outside. The contactor is in great working condition. The capacitor has optimal readings within manufacture specifications. I then tested the heat to make sure everything was running smoothly. All systems are operational. Thank you for choosing Rogers.

  Here are the notes from Visit 2 from the technician. This visit was done July 2024. No calls from the customer happened between the 1st and second visit.

  Arrived for 2 unit comfort club. Checked over both systems. Costumer did have some concerns about the unit at his house. Stated that it wasnt cooling good when It got hot outside. Checked over everything did find the filters were dirty and the coil was slightly dirty. Cleaned the filters. Blower wheel was dirty and the dip switches that control the air flow wont set right. Reset them and increased the air flow throughout the house. Checked delta t was receiving a 20 degree split. All components and amp draws looked good as well. Mini split in the shop is working properly and cooling great. Did send over some estimates on a few things to better help the system.

  The customer did not purchase any of the estimates.

  We were then called again in August 2024. Here are the notes from the technician:

  Arrived to the ******* residence to perform a No AC call on a Heat Pump system. I found there was a dehumidifier in the kitchen area very close to the thermostat blowing out 99 degree air. I believe not running the dehumidifier because of this will greatly help cool the home. Being that the home is a manufactured double wide, I recommend adding a ductless mini split in the master bedroom to supplement cooling. Will provide an estimate. Thanks for choosing Rogers!

  The customer did not purchase any estimates.

  The customer did not contact anymore in 2024.

  In January 2025 we went for another maintenance visit and were told the electric bill has been high and we needed to pay for the difference. We looked at previous electric bills and did see an uptick in electricity after the mini split was installed in the garage which feeds to the same panel which would cause a small increase.

  We offered to write a check for $250 for good faith and they declined and said they want a new system for free. ****** ***** has since commented negative things about Rogers on social media.

  Our Comfort Advisor has gone to the home on Tuesday, February 4 to talk about options to rectify the situation. We are in talks with the customer on how to resolve this. 

  We ask that this claim be dropped. Through research and investigation, it seems to me the customer was happy with the service and work done for the past 3 years. We have always strived to provide top quality service to them and will continue to do so.

  Customer Answer

  Date: 02/06/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* *******
  
  
  
  
  

  Customer Answer

  Date: 02/06/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* *******