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Business Profile

Heating and Air Conditioning

Heating & Cooling Solutions, LLC
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Heating & Cooling Solutions, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:06/16/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      On 4/16/2022, I called Heating & Cooling Solutions requesting service on my furnace which would start, but not actually heat. The technician arrived and found that a drain line was plugged from issues with the heat exchanger. During the course of his work, he informed me that the heat exchanger had holes in it and failed. Because of this failure, he recommended replacement of the furnace. He confirmed there was no carbon monoxide present and departed.On 4/26/22, I completed the appropriate paperwork to order the new furnace, which was in stock. It was installed on 5/5/22. Because I have a home equipment protection package through my insurance, I requested that old furnace be left at my home until it could be examined (if necessary) by the insurance company. The furnace was left here and I contacted my insurance company to file a claim. The insurance company required a document to be completed by the installing contractor, and that form was sent to Heating & Cooling Solutions, which they did return on 5/9/22but indicated on the form that the furnace was plugged and did not reference the failed heat exchanger with holes in it This is a critical piece of information that would likely change the decision by the insurance company because of the failure. Seeing this omission, I requested Heating & Cooling Solutions amend the document with the information I was told on 4/16 and noted on the service report. Heating & Cooling Solutions refused to change or amend the claim form and because of this, the claim cannot be properly decided, costing me $2,000, the maximum payout by the insurance company due to the age of the furnace.Either I was advised incorrectly by the technician and there were no holes in the heat exchanger or Heating & Cooling Solutions is incorrectly advising the insurance company via the claim form. I am seeking financial restitution due to the issues outlined above as I never would have purchased a new furnace if it was plugged.

      Business Response

      Date: 07/19/2022

      Customers Statement of the Problem:
      On 4/16/2022, I called Heating & Cooling Solutions requesting service on my furnace which would start, but not actually heat. The technician arrived and found that a drain line was plugged from issues with the heat exchanger. During the course of his work, he informed me that the heat exchanger had holes in it and failed. (1) Because of this failure, he recommended replacement of the furnace (2). He confirmed there was no carbon monoxide present and departed. On 4/26/22, I completed the appropriate paperwork to order the new furnace, which was in stock. It was installed on 5/5/22. Because I have a home equipment protection package through my insurance, I requested that old furnace be left at my home until it could be examined (if necessary) by the insurance company. The furnace was left here and I contacted my insurance company to file a claim. The insurance company required a document to be completed by the installing contractor, and that form was sent to Heating & Cooling Solutions, which they did return on 5/9/22but indicated on the form that the furnace was plugged and did not reference the failed heat exchanger with holes in it. (3) This is a critical piece of information that would likely change the decision by the insurance company because of the failure. Seeing this omission, I requested Heating & Cooling Solutions amend the document with the information I was told on 4/16 and noted on the service report. Heating & Cooling Solutions refused to change or amend the claim form and because of this, the claim cannot be properly decided, costing me $2,000, the maximum payout by the insurance company due to the age of the furnace. Either I was advised incorrectly by the technician and there were no holes in the heat exchanger or Heating &Cooling Solutions is incorrectly advising the insurance company via the claim form. I am seeking financial restitution due to the issues outlined above as I never would have purchased a new furnace if it was plugged.
      HEATING & COOLING SOLUTIONS RESPONSE:
      (1)We informed the customer that the secondary heat exchanger is plugging (failing) which is a concern.
      (2)We recommended replacement due to the age of the equipment (17 years old) and having a compromised secondary heat exchanger.
      (3)Furnaces have a primary and a secondary heat exchanger which on this particular brand of furnace has a history of failure. Plugged (or failed) secondary heat exchangers are considered dangerous.
      (4) At the time of service on 4/16 we did not say it had holes. The equipment manufacturer recommends that plugged secondary heat exchangers be replace, or the unit be replaced.
      We will not provide inaccurate documentation to support a claim that we did not make. All documentation was provided at service, where the customer also signed off on. We got furnace operation at time of service, and notified customer of the possible dangers of running a furnace with a plugged secondary. As requested an estimate was sent out Monday morning and the customer contacted us to have the unit replaced. The customer then contacted his insurance company on his own to file a claim, asked us to leave behind the furnace, which was done, and asked us to provide our documentation from the service call, which was provided.
      PLEASE SEE THE INCLUDED SIGNED SERVICE TICKED FROM ORIGINAL SERVICE ON 4/16/2022 AND THE CLAIM VERIFICATION FORM COMPLETED FOR THE ***

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