ComplaintsforCM Heating

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 14, 2022 installation completed. First issue occurred 8/2022. After numerous attempts to resolve the newly installed heat pump that only worked intermittently, a new part was ordered to fix the problem. Next issued arose in 11/2022--this needed multiple visits from technicians to diagnose the issue. Again, 1/2023 another problem with the system. Each time there is an issue my family is without heat or A/C for a couple of days. Again, another issue on 11/2023. I am writing this today 7/9/2024 because here I am again with another problem with the system. I have no AC coming from my heat pump. My home is 85 degrees and I am now very frustrated with this system and company.

  

  Business response

  07/22/2024

  Hi - My team connected with ************************* since her initial concerns.  *********** team as well as my Installation Manager, *******************, has been to the home as recently as July 18th.  Today at 11:00 I called and left a VM for a continued follow up and confirmation all was going as expected.  Once ***** connects, we are available for any additional corrective action as needed.  We also have an alternative option for the equipment location that *** assist with some concerns.  I will reach out again to ***** as follow up.

  Please let me know if I can assist with any additional information at this time.  I look forward to connecting with *****.

   

  Thank you

   

  *********************.

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was referred to CM heating for a problem with my gas fireplace. It didn't always come on and when it did it wouldn't stay on. I chose CM because their advertising on TV and mail coupons emphasize satisfaction guarantee. Their tech spent more than an hour disassembling the controls and checking the components. When he reassembled the unit it worked. The tech mentioned several times that if there was a problem they would make it right. About a hour later the fireplace quit working and would not relight. The pilot light no longer worked. When I called I was put in touch with the tech. He said he had left 3 estimates for possible repairs and to call for another service call. I called and expressed my dissatisfaction was told by various levels of people (including the "service manger) that I would have to schedule another service call and pay for the repairs. I told them I was totally dissatisfied with their service and would not use anymore.

  

  Business response

  02/19/2024

  Hello JC,

  Thank you for your response and complaint for this manor. We're sorry to hear about your experience with us during your visit for diagnostic of your Gas Fireplace. Looks like the technician gave a couple estimates for the repair that were declined. We do offer a 100% Customer Satisfaction guarantee on all of our service visits and since we were not able to complete the service to your satisfaction, we will be refunding the diagnostic fee back to you. We hope that later in the future we might be able to have a second chance and hopefully have a better outcome. We will be using this complaint as a training exercise with the team to see what how we could have turned this situation into a better outcome.

  Thank you again and please let us know if you do not receive your refund within the next 5-7 business days.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11-7-23 I purchased and had installed on the same day a Ductless heat pump. I did give very positive reviews (requested by CM) about the technicians who sold and installed the unit. However there were many questions and issues directed to the office staff including the manager (who ,apparently has no authority to correct or resolve anything) There are several things about the unit, tax credits, etc. that are unsatisfactory. However this complaint is only about a $600 rebate that was promised to me; and the fact that CM will not provide a cost breakdown of product and labor. There was confusion about the $600 rebate and tax incentives. On 11-28-23 the manager emailed that she would check with the "accounting ***** and the rebate should be issue "next week". On December 13 sent a follow-up also inquiring and the response was the rebate is not a tax incentive and completely separate; and she is "going to continue with the refund for the rebate." On ***** I emailed the manager but no response. On ***** I emailed and called the office advising I needed a breakdown of the bill between products and labor; as well as a rebate (and the rebate should include sales tax on the six hundred. ) I also stated that I needed it by the end of the year for tax purposes. The manager emailed back that CM does not itemized bills; and the rebate was (again) referred to "accounting". I also repeated that my mailing address is a post office box and that I do not receive mail addressed to my physical address. I am requesting assistance in receiving my rebate including sales tax on the $600 so the whole matter is resolved. I would like a breakdown of my bill to show separate costs for "products" and "labor." I find it suspicious that CM will not provide a breakdown. However, I do not want it to delay the rebate.

  Customer response

  12/27/2023

  I just send complaint today. awaiting assignment of number. I received an email from CM advising that check in question was allegedly mail on 12-14-23 by not received by me. They may have mailed it to wrong address.

  

  Business response

  12/27/2023

  ******,

  Thank you for your feedback. I appreciate the time you have spent to let us know of your concern. I have been in consistent email communication with you and the accounting team during this process to understand the status of the rebate check. We did send the check to you after the first request and our acknowledgment that you did qualify for this midstream rebate. After the request was made, you mentioned that you would the check sent to a different address, but the original check was already sent out, unbeknownst to me. We actually received the return mail today (12/27) stating that it was not deliverable to sender because it was sent to the first address (incorrect).We had no idea the check was not received until today and could only see that the check was not cashed yet. My accounting team has cut another check and verified that we are sending it to the address you've requested. I am confident that you will receive such mail within the week. Per your request, I have also sent you an itemized copy of your receipt via email. Please keep an eye out for this. We at CM Heating strive for excellence and take pride in Doing Right to our valued customers, community and to our employees. I truly appreciate your patience while we figured out where the blip in the **** had delayed this payment to you. We look forward to continuing our professional relationship with you and will be here for you for any of your future questions or inquires. Please feel free to reach out with any questions. 

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

  Install Coordination Manager 

  CM Heating

  ************ 

  Customer response

  12/27/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was quoted a price of $136.00 for a diagnostic inspection but the technician charged me $186.00 even after I told him what I was quoted. I had tried to pay the fee over the phone when I made the appointment and was told no, you will pay the technician. He also made a derogatory ****** regarding my parking situation when he didnt know I was standing there and did not wipe the exterior of the vent cover off when he replaced the filter. The whole experience just left me feeling unhappy and uneasy.

  

  Business response

  09/27/2023

  Good Morning,
  

  We are very sorry to hear about this complaint and will issue a full refund today. Thank you for bringing this you our attention. 
  

  Respectfully,

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

  

  Business response

  09/27/2023

  Good Morning,
  

  We are very sorry to hear about this complaint and will issue a full refund today. Thank you for bringing this you our attention. 
  

  Respectfully,

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

  

  Business response

  09/27/2023

  Good Morning,
  
  We are very sorry to hear about this complaint and will issue a full refund today. Thank you for bringing this you our attention. 
  
  Respectfully,
  ***********************

  Customer response

  09/27/2023

   
  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.
  
  ************************************************

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a het pump from CM Heating in October of 2021, they installed it in November of 2021. It has failed 4 times since October of 2022. The company sends technicians out to fix it, they cant find anything wrong with the unit but are bale to get it working, it will go out again, when I call and ask to speak to a manager they refuse to let me. They just keep sending technicians out, I have to take time off of work to meet the technician and after 4 failures I am very frustrated.They wont even let me talk to someone who has any authority and wont assure me that the problem will be taken care of.

  

  Business response

  04/04/2023

  Good Afternoon!

   

  We are terribly sorry to hear that you havent been able to speak with a manager. We have a 100% satisfaction guarantee, and our normal protocol would be to have someone in our leadership team speak with you directly about concerns. Please rest assured that a member of our management team will be in touch with you soon. Thank you for your patience. 

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I chose this business because it was local and once the salesman showed me how good their reviews were, I felt safe with going with the company. 100% guaranteed satisfaction for spending over $9000.00, I needed that security.As of 10/2022 it has been serious time spent on trying to get an invoice on products that I bought. One day I spent eight hours going back and forth with the sales guy so at the end of that day I ended up calling the business and asked for a manager. No mater how many time I ask for a manager, they will do anything to not get you to a manager. But finally they sent me an invoice. I have business with the invoice and was needing an invoice that says "paid". After talking with the business again, two more attempts, I was sent an email with their letter head and my credit card information that says the bill was paid. Not their business invoice that states that my bill is paid with them. So, another call. As nice as everybody seems there, its fake and they really do not help when you ask the first time. Here I am with no invoice that says paid...HOW HARD COULD THIS BE? As a small business owner, I give paid invoices all the time.Second, the sales guy said he didnt write something up in his bill so he made me feel like I was getting something free...So am I supposed to feel guilty for him not being able to do his job? I dont understand.Finally, I was cleaning my basement and noticed that a register duct boot was completely corroded (I just bought this house, so it it all new to me). With the eight hours that these guys were in my house they did not see this? I felt really frustrated because so much heat was going to heat my basement...we dont go in the basement. Then I really started inspecting the ducting. There is a sheet of metal they never stapled down, and places in my ducting that have holes and I can feel air come out of areas. I did a ton of work but could they not have at least told me that there were problems? X100%X

  

  Business response

  11/10/2022

  **************! Thank you for submitting this concern to our attention. Per our 100% satisfaction guarantee, we will absolutely attend to this right away and bring this to your expectations. Our GM will reach out to you directly for next steps. Thank you again!

*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. ↩