Complaints

• Initial Complaint

  02/11/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 4, 2025 my furnace stopped working. Bobs was the contractor used on the heating and cooling for the builder of these homes (new build purchase July 2022). I contacted Bobs through the emergency line and was told I would be charged a emergency service fee ($399). When the technician arrived he noted to me that a wire on the gas valve had come loose and once he put in the heater started working again. I expressed concern that a wire would come loose on an essentially brand new furnace (2.5 yrs) and he said it had probably not got pushed all the way in when installed and vibrated loose. He also told me that all repair done were covered for the next 90 days. I called Bobs the next day to discuss covering the emergency charge since it had likely stemmed from improper installation and was told that they would not cover it due to it being outside a year. I asked them to cancel all contracts I had with them as I felt this was poor customer service given it was likely due to improper installation (there were multiple other issues found during home inspection and failures that occurred during the first year), and that I would leave a ****** review of my experience. Five days later the furnace failed again (very late on 02/10). I called Bobs multiple times and was left on repeated hold, no voicemail from the emergency line was returned. I finally called from my work phone and they picked up immediately. I asked for a technician to come out same day as they had last week and was told they would not come for another 3 days (02/13), granted we are under a Cold Advisory here and I have a small child in the home. I expressed severe concern about their lack of urgency when no money was involved and especially in light of the two circumstances noted. I had to seek emergency services from another provider in order to keep my children safe given the weather and their failure to come out in a timely manner to rectify their mistake.

  

  Business response

  02/11/2025

  After reviewing Ms. ********** complaint, there are some valid points.  Yes, ***** Heating and Air Condition installed her original equipment in 2022.  However since that time this home has not had a service maintenance performed on her equipment which when performed annually, items such as this are caught and corrected.  In three years time there is quite a bit of movement with a blower wheel and other components moving each time the system calls for heat and or cooling.  Through time wires and other parts do break, they come loose, and will also wear out.  We did respond in an after hours situation to Mrs. ********* she was out of warranty and was charged accordingly.  Our technician did get her heat restored that evening before he left.  Ms. ******** did ask for us to not contact her again, that is also true.  As well, per her instructions we refunded her last two filters of her program.  Ms. ******** did contact us this morning, all calls are returned at 8am when the office is fully staffed.  Ms. ******** called into the office at 8:21 before we could return her call.  We scheduled our first available which was Thursday morning for a tech and field Manager to go over her complete system at no charge to her since we were there a week ago.  After reading her statement, I am not sure this is still needed?

• Initial Complaint

  01/10/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1/10/25 Paid $400 Bobs heating and air conditioning, reached out to me for a 1 yr inspection. Never said the price for this inspection over the phone. Said they would email me the date and time of inspection and attached would be prices for extended warranty. Also in the email never said the inspection would cost $400. Inspector showed up and also never said this visit required payment until his service was complete and then pressured my alone wife to pay for service. I have talked to bobs and awaiting a response form a manager and also the phone call transcript.

  

  Business response

  01/14/2025

  Thank you for reaching out to ***** Heating and Air Conditioning.  We did an investigation into Mr.****** **************** Here are the facts that were found.
  A ***** Heating & Air Conditioning representative reached out to Mr. **** on Friday, January 3 2025 to let him know his HVAC system that ***** installed for his builder was now out of warranty.  With his system now being over a year old he had an opportunity to extend the labor warranty for up to an additional 5 years.  He could also choose a 1,3, or 5 year maintenance program that would keep his system to factory standards.  Also discussed were the filters needed for his system.  Mr. **** purchased both a 1-year filter program and a 1-year maintenance program for both is furnace and heat pump to which he scheduled for the following Friday, January 10th.  As is customary with these quotes to customers, they are followed up with an email to the homeowners with the plans laid out for them to view as it is a lot of information to take in.  This email (See attached) was emailed to Mr. **** at his provided address on that same day, January 3rd.  You can also see in this email, it was highlighted as to the program Mr. **** had agreed to.   Mr. **** had 1 week to look at this document and bring to our attention any misgivings he may have had.  For ***** Heating, we were asked to perform a service, for a fee and that service was carried out per our agreement.  ***** is a customer service-based company that has been in business for over 75 years.  Our only objective in this business is to maintain our relationships with homeowners and builders in the ***************** to absolute best of our ability.  This does include servicing homeowners homes so that in extreme temperatures their home will be comfortable and safe. As stated above, this service was agreed to and provided as promised, no monies for this service will be refunded. 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchase our house brand new in August of 2022.Night of March 2nd our heat pump made a loud bang and then followed by a whistle sound. **** sent a technician out to diagnose problem and found that the fan balances had broken apart inside the unit causing large amounts of damage to the unit. Technician lead us to believe it was a defective machine. Instead of replacing the machine which needs new thermostat, coils, fan blades, and 7 lbs of Freon. They are charging me over $3,000 to rebuild the machine. After speaking with multiple other companys they say this should be a warranty defect and a new one should be installed.

  

  Business response

  03/29/2024

  We are writing in response to Complaint ID ********. It is our understanding that this matter has been resolved through our offer to replace the unit at no cost to you, the customer. We take pride in ensuring our equipment and installations meet your expectations. This commitment is backed by a 100% satisfaction guarantee from the equipment manufacturer, ******. We are happy to extend this guarantee to you.
  Upon reviewing the initial service call, it was determined that ************** abided by established protocols under the circumstances,especially considering that the unit was beyond its standard 1-year warranty. However,we acknowledge that the performance of your unit did not meet the high standards we set for our equipment and installations. We understand that ************** should have taken the matter to our management team to discuss and prevent any inconvenience to you.
  We believe that replacing the unit at no cost is in line with our company's values, and that its the right thing to do. Additionally,we will be replacing the thermistors on the hot water heater at no charge.Ensuring your satisfaction and trust in our services is of high importance to us. Thank you for allowing us the opportunity to resolve this matter and for being a valued customer of our business.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an air conditioner with them 2 years back. This is a Daikin mini ductless AC. The person who gave me a quote suggested me to buy this. Now every single year (especially when I need it the most during summer), Im having water drip out inside my home. This product is covered in warranty and this company delays a lot for coming and checking and I need to sleep in the heat. This is very unfortunate. Every time I complain, they take one month to come and check the issue. And if I call someone outside, they are asking me for more money to inspect the issue.

  

  Business response

  07/15/2022

  Thank you for bringing **************** concerns to our attention as we have not had this conversation with him.

  
  After careful review of his homes file, we have found the following to be true.  On 9/10/2020 Bobs Heating and Air installed a single head Daiken mini split unit in **************** master bedroom to work with his whole home furnace which Bobs did not install.   Mr. ***** called Bobs on 8/30/2021 at 9:27 am regarding his mini split leaking water, he had the temperature set at 68.  We responded with a technician at his home the following morning at 11:00am.  We found the condensate drain was plugged causing the water to overflow.  Once the clog was cleared, the condensation water flowed as it was designed to in the drain.

  
  It is our understanding Mr. ***** has run this unit for almost a year without issues, until this recent matter.  It is also true our schedule is full due to the recent heat wave we have experienced.  This is unfortunate for everyone involved as it is not in our business practice to have homeowners wait for service that they have come to depend on from ***** Heating, as stated in our response time last year.  However, we are working hard to overcome these challenges. 

  
  We scheduled a Service Technician and a Field Manager to return to **************** home on 7/14/2022.  Upon further inspection it was found Bobs had initially installed the condensate drain under the *** pipe to where there was not enough slope.  This was corrected giving 4 inches of slope.   The system is draining properly with no issues at this time.  Prior to installation of this equipment in **************** Townhome, he was given the option to install a condensate pump to help with the condensate drainage.  Mr. ***** declined to have this installed.   On this most recent visit we gave Mr.***** the option to install a condensate pump at no charge.  Mr. ***** declined again due to noise they create. The field manager explained to him if there are any further issues, we will have to install a condensate pump.  Mr. ***** understands and will call us directly if there is another issue.

  We believe this issue has been mitigated and are thankful for for the opportunity to have corrected it. 

  Customer response

  07/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, the business provided a statement. They fixed the problem now. But I want to make sure they said things right. I didnt decline an option to install a condensation pump. I was not provided with that option at all initially. On 7/14/2022, when the person came to check, he presented me with that option and I said very clearly that if thats the last option, lets go with it. But the technician was able to correct it without the need for a condensation pump. The technician who came to my house was really thorough and good to explain everything. But what they have written as a response is indicating as if a solution was provided earlier and I declined which is false. 
  
  Sincerely,
  
  *************************

*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. ↩