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:04/04/2025

  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.

  We hired EconomyHearth to ***lace our broken CombiBoiler (they had installed prior one). On Tuesday, November 19th they installed the new boiler and within the same day our brand new unit started to toss an error code. EconomyHearth committed to resolving this error, and had told me on multiple occasions it was an easy fix and just needed minor modifications. Months passed and in January EconomyHearth brought out a Navien *** (the manufacturer) to review the install, who immediately identified multiple issues with the plumbing. Our original contract did not include piping adjustments, however EconmyHearth did the PRIOR install which means that both units were installed incorrectly. We hired EconomyHearth with the understanding that they knew what they were doing and knew whether the install would work. We hired them with the explicit understanding that we would have working heat and hot water in our house and they failed to deliver. They attempted to sub-contract two plumbers, one no showed and the other failed to deliver a quote. Upon asking for compensation back for the install costs on February 22nd, 2025, I never heard from EconomyHearth again. EconomyHearth left me, my family, and house out to dry after insuring us the issues would be resolved. We went an entire winter with a crippled heating and hot water system that needed to be rebooted anytime we wanted heat or hot water. I called EconomyHearth over 50 times to try and et this resolved, throughout they failed to reach back out to me, I had to follow-up with them every step of the way. They cost me time, money, and a peaceful home by failing to deliver. Were seeking compensation of the install cost (as we had to get the entire unit re-installed by another company) as they failed to deliver on a working HVAC solution for our house. We are additionally out their 2 year labor and 1st year maintenance warranty and will be using the other installers for all future maintenance and ***air.

  Business Response

  Date: 04/18/2025

  Good afternoon.

  I just spoke to ******* and came to a amicable resolution. I do wish his project could have gone smoother without interruption or inconvenience. This project does not represent our work as a whole but certainly a job that got away from us and will be a learning experience for me, our team members from top to bottom.

  Appreciate everyone's patience.
  

  **** ******

  President

  ************ office

  ************ cell

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

   

   

• Initial Complaint

  Date:10/09/2023

  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.

  Date of transaction August, 2022. Reviews on website & voicemail as to their status with the Better Business Bureau are greatly misleading. Investigation number with Carrier is *******. ******* said to please call for input. Purchased a 5 stage heat pump last year. Problems from the start. Company would not return phone calls. Had to physically go to the office to say the system was not working. Installed wrong (head of instillation). Still didn't work, ran off the electric. 2nd time (Oct 2022), the lock out for freezing temp ABOVE 36 degrees not BELOW. 3rd & 4th (February 2023), did not return phone calls, had to go to the office. System struggling in Stage 5. Reported the company to Carrier. Economy did not return *******'s phone calls. The ** came to the house, reported to Carrier. Still no diagnosis of problem. Locked it out of stage 5 because of vibration & constant defrosting.One good technician at Economy, who called me to meet in May. Leaving the company in June. Aware of my issues. He detected, at installation, the factory settings of 7ft were NEVER to 35ft! Explained the vibration & the struggles for the system. Not installed properly last August! 5 major installation MISTAKES. The ** Sales Manager or owner has never return a call or apologize for the companies many mistakes. Unprofessional. Would think would care about the customer, especially when the issues were from mistakes by his installation team. ******* has taken them off their list. It is a learning curve when you think a company is trained by the company whose equipment they install.We are waiting on a diagnosis on my $18,000 unit to see if it is damaged from the installation mistakes. Again, pulling teeth. I'm holding my breath with the company not following up.The 1 yr installation check-up, determined that stage 1 was not working. The technician was good & came back to fix. New service manager says they are now keeping records on installations & visits. Nothing, prior to this.

  Business Response

  Date: 10/13/2023

  To whom it may concern
  
  
  Economy Hearth and Home started ******************** system change out on October 12, 2022. The plan was to Change out the HeatPump and AirHandler, but not the Line set. The line set was going to be reused from the old system but wrapped in insulation and a ** wrap. 
  
  
  So, we started the change out on October 12,2022 and finished it October 13,2022. Heating and cooling working. It wasnt tuned in. It was still not performing at 100% But unfortunately ****** had to go back home to **** on October 14, 2022. Unfortunately when it was installed the installer didnt program the system correctly and the backup heat wasnt engaging when it was supposed to. So when she was coming back up to Washington, she was on her phone telling her system to heat the house, the system didnt have the heat strips engaging to help heat the house in a timely fashion.
  
  
  November 17, 2022 ****** called because here fan wont shut off and ******* talked her though how to change her settings back to what we had them at. Which is auto. So when calling for heat or cooling, the fan will come on. But if there isnt a call for heat or cooling, the fan is off.
  
  
  So when ****** came back to Washington for a couple days in November and December, we went out to her house and we went out and tried to adjust the programming and it was getting better, but not great. We then brought in Carrier reps and Carrier technical support people to help with this system, it wasnt running at 100% efficiency. But in the winter months she would call the office for the service manager and she was told that he is out fixing NO HEAT calls and he will be in at the end of the day, but she would just call back every hour. But once I got back in to the office I would give her a call back. 
  
  
  ****** told us that **** had a lot of snow in ******* so she wasnt able to make it to Washington. So then on ******* 30, 2023 ****** emails that she is trying to come back Feb. 14th & 15th. She is also trying to come up on March 27, 28, and 29 In Feb when we went out we found that the linseed length inputted into to the program was like twenty shorter that the real length of it. So after that it was running great. So we insulated her linseed and wrapped with the ** protector and raised it out of the dirt and strapped it to the house. Even when system was running properly and at 100%, She still thought something is still wrong. She wanted someone else to tell her that it is OK. 
  
  
  August 29, 2023 I went out to here house to run tests on her system which are all documented into the thermostat. So we ran about 8 different tests through the thermostat and it gives you a test result after each test which I took pictures of and sent them to ****** at Airefco. He said that all of the tests look great and that the system is working properly and doesnt look like there was any damage that occurred while it the system wasnt programmed correctly. So, after a month of hounding ****** is when he sent a email stating that everything looked great. 
  
  
  Then on the beginning of October ****** calls and says her unit is broke! The fan is blowing continuously. So I walked her though how to change the programming of the fan function. Sure enough, she switched it to be a continuous fan on low. She said her fan turned off. Then a few days later she calls, my system is broken! The fan is staying on after it heats for up to five hours sometimes. So I called Carrier and they told me about a personal comfort setting that she must have programmed. So I called her back, I walked her through to this comfort setting and she said that it was on low. I told her to switch it back to auto. She did and the system was fixed. It just seems like she likes to do a lot of programming on her thermostat and phone while not knowing what she is doing and then calling it broken when she is the one that programmed it to do it. So, I now think back at eight or so times we have gone back, were any of those issues caused by her programming her system to work differently from her thermostat or phone? We will never know.
  

  I do know that it didn't go smooth. There was a faulty part, which isn't good. We did make a programming mistake. We did have to ask for help from Carrier. And they were confused why it wasn't working properly as well. But I honestly think the process would have been easier and smother if we were working with a customer that lived locally and that didn't like to change settings constantly on the thermostat and on her phone. I also think that it isn't fare to say we don't call you back, because ****** likes to call half a dozen times in a day before I get back to the office from my service calls. But I tried to call her back at least once a day on the same day she called. I hope that ****** knows that I/We tried our best to make the "Not the Best" situation into a job or product "done rite".
  
  Thanks for your your time.
  
  
  *************************
  Economy Hearth and Home
  *************
  
  

  
  

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20714556
  
  I am rejecting this response because: The letter is not accurate and misleads the installation errors. Plus the lack of response to the customer and NO response to Carrier. Unprofessional. See Carrier case number *******. My clarifications/comments are in red in the letter.
  
  Sincerely,
  
  *************************