BBB Accredited Business since

Minneapolis Saint Paul Plumbing Heating & Air

Phone: (651) 228-9200 Fax: (651) 228-9201 View Additional Phone Numbers 640 Grand Ave, Saint Paul, MN 55105 View Additional Email Addresses View Additional Web Addresses

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According to the information provided by Minneapolis St. Paul Plumbing Heating and Air, this company provides plumbing, heating, air conditioning, drain cleaning service to the St Paul, Minneapolis and Suburban area since 1918.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Minneapolis Saint Paul Plumbing Heating & Air meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Customer Complaints Summary Read complaint details

31 complaints closed with BBB in last 3 years | 12 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 2
Billing/Collection Issues 5
Delivery Issues 2
Guarantee/Warranty Issues 1
Problems with Product/Service 21
Total Closed Complaints 31

Customer Reviews Summary Read customer reviews

227 Customer Reviews on Minneapolis Saint Paul Plumbing Heating & Air
Customer Experience Total Customer Reviews
Positive Experience 210
Neutral Experience 6
Negative Experience 11
Total Customer Reviews 227

Additional Information

BBB file opened: April 01, 1976 Business started: 01/01/1918 Business started locally: 01/01/1918
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Minnesota Department of Labor and Industry
443 Lafayette Rd N, Saint Paul MN 55155
Phone Number: (651) 284-5005

Type of Entity


Business Management
Andy Ryan, Owner/Manager
Contact Information
Principal: Andy Ryan, Owner/Manager
Business Category

Plumbers Plumbing Drains & Sewer Cleaning Heating & Air Conditioning Air conditioning & Heating Contractors - Residential Furnace Cleaning Boilers - Repair & Cleaning Heating Contractors

Alternate Business Names
Minneapolis Plumbing & Heating Minneapolis St. Paul Plumbing Heating and Air MSP Home Services MSP Plumbing Heating Air St. Paul Heating and Cooling St. Paul Plumbing & Heating Company
Industry Tips
Tips to Consumers for the HVAC Industry

Customer Review Rating plus BBB Rating Summary

Minneapolis Saint Paul Plumbing Heating & Air has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 640 Grand Ave

    Saint Paul, MN 55105 (651) 228-9200 (612) 767-2007


BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/11/2016 Problems with Product/Service
9/6/2016 Problems with Product/Service
8/10/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: On 07/14/2016 we had a Water Heater Installed by this Company, the next day we needed the plumber to come back out as it was putting out odors he came checked the vent on top and found a dead bird inside okay we took it that would solve that problem once was removed but it did not we ended up having to have CenterPoint Energy out to check and they found a gas leak at the thermostat not once did this plumber check for Gas leaks nor did he do it after it was installed I call that putting us in Danger and it was Red Tagged. The next day a Manager and another plumber showed up and decided to put a another new water heater in rather than fix the thermostat which was fine was installed checked for leaks all was good the manager stated to me that being New would maybe get some odors coming from the unit which is normal and understood that only problem is the odors did Not stop filled our basement and whole 1st level up with a bad odor that got everyone in the house sick we had the gas company out 3 different times on Sat. the 23rd after the 3rd tech came the unit was just shut down and gas to it turned off. We contacted Mpls St Paul Plumbing and was told they would not come out unless it was red tagged so called back again to make it very clear what was happening and then was told they could have a tech out Sunday the 24th for $200 we said there should not be a charge as it's under warranty. So they were scheduled to come on Monday the 25th and never showed had talked to some lady in the finance dept. who insisted the water was tested and working just fine and was told back that it was not. We had Center Point Energy to install a new one for us as all we wanted was to have this defective unit removed and refunded which they refused to do at present we have a perfectly fine working water heater installed and Mpls St Paul's is in my garage to be picked up by them anytime which they still refuse to do this whole ordeal has been a bad nightmare to deal with these people and all we asked for is to have there 2nd unit removed and refunded as it stands Wells Fargo that Financed us has filed a dispute and working with us

Desired Settlement: We just want them to come and get there defective Water Heater and Refund us for that. Also Nothing was itemized on the bill even the Bank had an issue with that.

Business Response:

On 7/14/16 MSP Plumbing, Heating, Air was hired to install a water heater by ***** *****. ***** requested a new water heater due to a bad smell in the water coming into the home. ***** agreed to the upfront price given by our plumbers and signed and secured financing through Wells Fargo for the work performed. The water heater that was originally installed did have a faulty gas valve. Instead of just replacing just the gas valve which was faulty, MSP instead replaced the entire water heater on 7/22/16. The replacement was completed by one of our best install techs as well as our service manager was at the home for the entire new installation. The water heater was triple checked to make sure there was no gas leak. Our service manager, Eric asked to speak with ***** while he was at the home so he could answer any questions for the customer she may have had.


***** later that day called and spoke with me stating she no longer wanted a water heater and for MSP to come out and remove the unit. I advised ***** that there wasn’t anything wrong with the replacement unit and that she had agreed to the work performed and price. I advised ***** that we guarantee our work and completely replaced the faulty unit with functioning water heater. ***** complained that she smelled gas. I advised ***** that our service manager triple checked the water heater just to make sure it was safe in the home and that she is not qualified herself to just state there is a gas leak. I advised ***** that she could certainly request the gas company out to her home to have it checked.


On 7/25/16 *****’s significant other called me asking me to have the water heater picked up from their house as well as to refund all of the money paid for the install of the water heater. He specifically stated they had the gas company out twice over the weekend and the gas company found no gas leaks or faults with the water heater. He also stated they only allowed the water heater to run for 4 hours and because they didn’t want it they had it uninstalled without MSP or having an actual reason for the water heater removal beside the fact they didn’t want to pay for the work or water heater any longer. I advised the customer that they had purchased a water heater, the 2nd water heater installed was working perfectly and that the customer is responsible for the cost of the unit as well as the plumbing costs. The customer was not charged for anything additional in regards to replacing the first unit.


The customer was not satisfied with the response and once we advised we would not be picking up their purchased water heater they decided to contact the BBB, state of Minnesota, and wells fargo to cancel the financing. I have already give wells fargo the signed documentation from the customer stating they agreed to the price and the work performed and am responding to this complaint by asking for arbitration with the customer.


Thank you for your time.



Best Regards,


Erica *******

Contact Manager

Consumer Response:

Better Business Bureau:

I would like to reject the offer of Arbitration for complaint ID ********.


***** *****

5/31/2016 Problems with Product/Service
4/29/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: FALSE ADVERTISING, POOR CUSTOMER SERVICE. Our furnace went out on 12/23/15. We called MSP that evening and they sent someone out the following day 12/24/15. We were told that our furnace would be red tagged and we needed to purchase a new one. The service tech said it could possibly be fixed but the charges were so high that we went with a new one. That was the first mistake. We presented the service tech with a flyer we received in the mail that said "TWO FUR" Deal - Buy a furnace and get a Carrier A/C Free. FALSE ADVERTISING. Service tech was surprised to see that advertisement. Everything from that point was down hill. All equipment was not delivered on time, equipment was not properly installed, it took several service calls before a tech finally fixed the problem. Calls to sales rep were never returned and the calls to the customer service manager were answered eventually. We told the customer service manager we were going to report this to the BBB and he said good, I don't want to talk to you anymore about this matter. We have a five page typewritten letter which goes into detail about our experience with MSP Plumbing and Heating we'd be happy to share it with you if you want us to send it. We have also sent documentations to Minnesota Attorney Generals Office about this matter. We basically feel that we received poor service and were overcharged.

Desired Settlement: We were charged $12,845.00 - the material charges were 7,455.00/labor 2,250.00/bldg. permit 250.00/overhead (back-office support staff, back office benefits, full stocked truck, office rent, utilities, managers payroll & benefits, warehouse, etc.) 2,176.63, desired profit(7.5%)963.37. We did receive a $250 check because they didn't deliver all the materials on the day promised. They also owe us spring start-up and duct work cleaning and we've included the cost of having another company complete those services in the total amount we'd like refunded. When we tried to work with the customer service manager regarding these items he absolutely refused to talk to us about it.

Business Response: Good Afternoon,
I am responding to ***** *****'s complaint insinuating that we have "False Advertising and Poor Customer Service." We disagree with the *****'s. We feel that we went above and beyond in providing excellent customer service and providing them with all discounts that they were due to receive.

We were called out to the *****'s home because they did not have heat. Not only were we able to provided them with service the same day that they requested it, we provided that service on Christmas Eve. Our technician was able to diagnose their problem and provide them with a variety of furnace options. The *****'s chose the "Platinum" option which is the most expensive option we offered in replacing their system. It clearly shows in the paperwork that the final price they paid included all discounts we were running at that time (See attached Paperwork). Our initial visit was December 24th and we installed their A/C system on December 28th. The normal price for this system to be installed in a home would be roughly $18,446.00. The *****'s received all discounts they were due in including receiving a free Carrier A/C which was part of the "two-fur" deal they mentioned in their BBB complaint.

We did have an ordering error and subsequent delay in installing their Air Conditioner. We did send a refund of $250.00 for the delay in their A/C installation as part of an "inconvenience" guarantee. We do everything in our power to make new system transitions smooth and delay free but a mistake was made and as such paid them for our mistake. The first check issued was not received by the *****'s in mid-January. After talking with Mrs. ***** on January 25th she told us the check had not arrived so we put a rush on the second check for them and I even offered to hand deliver it to them myself. After they declined my offer to hand deliver it, I personally dropped the check into the mail. As we had not heard anything from them since that day we assumed that they received the check, and I'm glad to hear that they did.

The last conversation I had with Mrs. ***** she called me and requested a greater discount above what we've already provided and I shared with her we can't provide her an additional discount as she's received the maximum off her system. She proceeded to argue with me about our pricing and at that point I suggested to her that the next best route for her to take was to contact **** ****** at the BBB to discuss her opinions as we feel we've exhausted all avenues to appease the *****'s.

In conclusion:
The *****'s knew all costs prior to any work being done. They elected, paid and signed for their new system 4 days prior to the installation knowing they choose the top of the line "platinum" replacement option that included a 10 year parts and labor warranty (See attached Document).
We already have provided them with the $250.00 "inconvenience fee" as the A/C was not installed the same day as the original installation for which we apologized for multiple times.
We have returned their calls and emails. We sent all requested materials.
We do not see any reason to provide any monetary refund for the *****'s as we have provided everything they agreed to purchase from us. The Spring Tune-Up and the Spring Duct Work cleaning was part of the "Platinum" option package price they paid for when purchasing the system. It is a part of the "platinum" option package and is not refundable.

Best Regards,
***** *****
Manager of Customer Service
MSP, St. Paul, MN

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
We will not accept the response from ***** *****. Several of his claims are not true and are a reason we cannot accept his response or continue to work with him. We would like to be in communication with **** ****, the Manager of MSP, something we have requested, but have not been granted. Some of *****'s false truths are, MSP providing original service for no heat on day requested. It was requested on 12/23/15, but we were told we would have to wait until 12/24/15 am. That appointment on 12/24 had to also be changed because the tech was busy in the morning on other calls. The discussion regarding the $250 check and being hand delivered is completely fabricated. Yes, we did receive a $250 discount the day of purchase but the "inconvenience fee" check was never mailed until after several calls. We were suppose to be receiving a free AC as per our two-fur coupon. That was never figured into the price ever and as ***** stated, we received the top of the line equipment, "NOT TRUE", we did not purchase a top of the line furnace it was the second down.

As for the $18,466 "normal" price given by *****, this would indicate our AC portion(which they claim was free) would have cost $5,351 ($18,466-$13,095). After discussing this with other HVAC companies, we have learned that the cost of a high efficiency AC is usually equal to or greater than that of a furnace. Estimates for duct cleaning, humidifier, air filter, and thermostat have come back around $2-3K, meaning we were charged $10-11K for the furnace to get our "fee AC" This is where we feel this not the reality and is what warrants our false advertising claim. Once again, we have been told by other companies, average costs of this furnace are $5-7K.

As for the cost of a building permit, MSP charged us $250 and after calling the city of Woodury to see of a permit had been applied for at that time they said no and the cost was $76. They eventually applied for it but it wasn't until after several calls. It's just one of many lies that occurred over this entire process.

We still have not received our duct cleaning or spring AC start up, and quite frankly do not want those services provided by MSP due to their poor handling of our concerns, so the claims they say are nonrefundable truly are refundable.

We do not want a response from ***** *****. We want to be contacted with **** ****. ***** is someone who cannot be trusted with the truth. Each communication gets more fabricated. T

Thank you.

***** *****

Business Response:

We installed the system that ***** purchased.  ***** purchased a system that was more premium than the one that was offered in the promotion deal - and it is clear that she was aware of the promotion going on because she brought it up to the salesperson in her home at the time of purchase.  The issues found after the date of installation were serviced in a timely fashion and  addressed all issues.  We cannot guarantee that things will work perfectly after we complete an install but we can guarantee how we react and get it handled. With regards to the delay on installation, we arrived on the day specified in the contract and provided heat to the customer.  We had to return another day to finish the AC system because there wasn't enough time to finish the AC system.  Given that the installation occurred on December 28th, 2015 we knew that we would be back before ***** needed the AC.  We return on January 5th, 2016 to complete the AC installation. We still honored the $250 installation date guarantee and issued a check to her.

We are happy to follow through with the following items as indicated in the purchase:

1. complete spring start-up on new system 2. complete duct cleaning

Our contract states that we will do the work and does not allow for the customer to choose for it to be done by a contractor of their choice.

Consumer Response:

 I am rejecting this response because:

I do not feel that the response from Minneapolis St. Paul Plumbing and Heating is acceptable.  Many of the items stated are false.  I'm not sure who is writing the responses, but they certainly did not have to go through what we just went through.  I wish at this time to make a compromise with MSP. 

I received a call on Friday, April 8th from ***** in the accounting department.  I have not returned the call as of yet.  When this complaint started I had our credit card company withhold $3316.20 from MSP while we tried to work things out.  I'm willing now to split that amount with MSP and be done with them completely.  If MSP will agree to this, they can invoice me for half of the amount ($1,658.10) and I will send MSP a check.

Thank you.

***** *****

Business Response:

RE: ***** *****

MSP installed the furnace she purchased and she received a deeply discounted price at the point of installation.  We expect her to pay for the work in full. 

4/29/2016 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: Technician misdiagnosed a collapsed chimney and life-threatening CO2 levels, tried to sell me expensive and unnecessary repairs/replacement. MSP called to offer me a "free boiler tune-up and inspection." I expected some basic maintenance, maybe some recommendations, coupons off future service. I accepted the offer. I've used them for plumbing before and been satisfied. The technician came out on 2/10/16 and inserted a probe into my boiler's flue vent to check the CO level. He did some visual inspection. Eventually he told me that the CO levels inside the vent were above a safety threshold ("just a little over, but definitely over"). He speculated that my chimney was unlined and there had been a collapse inside it, but (importantly) he did not actually look inside the chimney. Ultimately he told me he was required to shut down my boiler, affixing a "red tag" with language threatening prosecution (!) of anyone who operates the equipment "in violation of civil and criminal statutes," noting that a copy of the red tag and inspection records could be provided to my insurance company (!), etc. I was completely blindsided, and at that point he revealed his recommended repairs and pricing. One item was a chimney liner for $2,699. He told me that if I wanted to go with a new boiler, it would cold "around $10,000-$12,000, maybe $13,000." I set up a follow-up date to discuss further. The technician left me with some small space heaters. This was heading into one of the worst cold snaps of the winter. I quickly sought second and third opinions, and everyone else to whom I showed the MSP estimate absolutely howled. Now, I won't deny that my boiler was very old and had multiple issues. I realize MSP are within their legal rights to do what they did to me with the red tag. But my specific complaints are threefold: 1. The MSP technician should not have diagnosed an unlined, collapsed chimney without so much as looking inside the chimney. He tried to sell me an expensive new liner without enough information to know whether I actually needed it. (I later found that the chimney was lined, and while it needed cleaning, there was no collapse - the liner was intact.) 2. I don't know how he measured such a high CO level, but neither a second, nor third technician from separate companies found anything approaching the level that MSP described. 3. Ultimately, I think MSP should do a better job of informing customers up front of what the free inspection could trigger. Why not just have an acknowledgement form for a customer to read and sign, something like, "I understand that, based on the inspection results, MSP may be required to take action, including shutting down the equipment and placing a red tag against further operation, and I consent to the inspection." Let customers make an informed decision of whether or not to proceed.

Desired Settlement: After the visit from MSP, I paid another company $145.84 for a second opinion, which found CO far below what MSP purportedly found, and a chimney in need of cleaning - NOT an expensive new liner. I want MSP to reimburse me for this, the cost of obtaining an accurate diagnosis of my heating system's issues - something the MSP technician should have provided during his visit, but did not.

Business Response:

We appreciate the feedback.

A chimney liner isn't something that we can lightly here at MSP.  For the safety of all of our customers we have to hold strict guidelines when it comes to systems operating outside of specification.  We see 60+ homes a day and if we allowed just one bad situation to pass through unsafely, we could permit serious injury or death. With regards to the CO levels; there is no safe level in the air of the home.  The combustion of the boiler is allowed a specific amount but that is limited strictly by the AGA Standards (American Gas Association) which we adhere to. 

We are happy to offer a free boiler tune-up for the next two years to compensate you for the time and money spent contacting another contractor.  MSP is in the business of making sure our customers are safe and we will happily check your system for the next two years at no charge.  I have noted your client record in our system - but will allow you to call in when it is convenient to schedule these visits.

4/29/2016 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: requested service related to an issue with in floor heating. Brian ******** expanded service to many items beyond the scope of the repair request. March 15th a Brian ******** from the company came to our home to see why part of our heated floor system was not heating. He spent several hours in our home. He looked at several items that had nothing to do with the heated floor system. Including our furnace, our built in humidifier and our Central air conditioning. He also put the companies sticker labels on every piece of equipment in our basement - 7 sticky labels to be exact. He also hung three service tags from pipes in our basement and he covered over the service label from the company we have a contract with for the annual maintenance of our furnace and central air conditioning. He then sat us down and told us we had an electrical fault in our main control panel, damage to a control board, design faults in our low volt wiring, that we had a mechanical fracture and deterioration in the heat exchanger in our furnace ( which is in no way connected to our heated floor system so why was he inspecting it? ) He stated our air conditioning coil was leaking ( again - has no connection to our heated floor system and you would have to go looking for this. That there was an installation fault in our humidification system ( again nothing remotely related to our in floor heat system ) That the wiring to our furnace control board was wrong. The Wirsbo ( now Uponor ) in floor heating system is an independent system set up separately from our HVAC- so there was no reason for him to be looking at our furnace, our central air nor our humidifier. He also RED TAGGED our furnace stating he found elevated CO levels coming from the furnace. I told him that we had just had a employee from Wirsbo (Uponor) out who had gone over the entire system and had no comments/observations on any of the items that Brian made note of to us. We have used St Paul plumbing in the past to work on our heated floor system because they have people with the expertise on the system and they did the install of the specialized hot water tank we replaced for the system a few years back. Brian has never been to our home on a service call before this.We use BWS on an annual contract to maintain our furnace and our CAC. I told Brian this and questioned how they might have missed all these serious issues. He said he did not know. I immediately called BWS and told them what we were being told by Brian and that he had RED TAGGED our furnace. They sent a service person right out. In fact the BWS service person and Brian passed each other at the door. So that BWS person was here immediately. The BWS service person inspected our heat exchanger inside and out and found no issues. In fact we allowed him to drill a hole in the furnace so that he could have a more direct observation ( with a scope ) of the heat exchanger and he show us as well. He saw nothing to support Brian's statements.He also did CO reading in front of us and found NO CO in the the home which Brian claimed there was. He found a normal read in the stack of CO at 8ppm. The opposite of what Brian told us.BWS removed the red tag from our furnace. In all of this Brian never talked to us about why the in floor heating system was not working in one small section of the Kitchen. In fact in all the hours he spent here, he never addressed that to us. He recommended we replace our furnace, install a new humidifier system and replace our central air and quoted us for that work. His recommendations ranged from $8000 to $14,000 worth of work. There was no charge from Brian for his hours spent here that day. So our complaint is not about any charges it is about the egregious nature of what Brain did here that in no way had anything to do with our heated floor system. And he used fear tactics to get us to commit to his recommendations. He saw that we were in the process of moving so he talked about how the Buyers would react to these discoveries, the risk of the high CO level, how old our furnace was. IF any of these items were needed we have a home warranty that would apply

Desired Settlement: I want this to be addressed by St Paul Plumbing and heating. I want to know the companies position on what their employee did in our home. I find Brian ******** actions in our home to be fraudulent.

Business Response:

We appreciate the information provided.  We are happy to send a different technician to the home and enforce our 100% satisfaction guarantee on red-tagging a furnace.  This means that if we do not find that the system is "red-tagged," the customer will receive a brand new furnace at no cost.  Our reason for offering this is to ensure all customer know that we take the "red-tagging" or condemning of furnaces very seriously.  It is not uncommon for another company in the HVAC business to miss something we see.  This difference is directly tied to the ongoing and extensive training taking place here at MSP.  I can be reached at ###-###-#### to schedule this return visit.

3/14/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I had to pay for an electrician because of the heaters provided that only were needed because the company did not show up when promised. I called in at 7:54am on Saturday 16th for a furnace repair. They promised someone would be out between 8-11am with a "fully stocked truck". They confirmed my address/phone number. After ending the call, they managed to enter the wrong address and called an old cell phone number of mine I didn't give them that day (they had it in their system from a service call from Nov 2014). The tech tried to come between 11am-12pm according to the voicemails left on the wrong number but had the wrong address. Then dispatch told me around 12:30pm that a tech wasn't scheduled until 2-4pm (even though he had already tried to come out between 11am-12pm) and informed me of the error with the incorrect phone number and incorrect address and that the wrong phone number would be removed from the system. A tech finally arrived between 2-4pm. He needed a part that he did not have with him in his "fully stocked truck" and could not get because the store closed at 12pm. His solution was to give us heaters until Monday morning between 8-9am when he could come back with the part. The heaters caused electrical issues in my kitchen staring on Sunday. Monday I received a call on my old cell phone number again that they promised would be removed from my account saying they would not be able to fix the furnace until Tuesday midday. Shortly after, the heater in the furnace room caused an issue with the electrical which resulted in no electricity to the heater heating my pipes and preventing them from freezing in the approximately 2 degree weather. I called and asked for a manager around 10am Monday so this could get solved immediately. No one called me back until 10am Tuesday, 24 hours later, and called me on my boyfriend's phone instead of mine which I had requested he call me on. I had by 4pm Monday already had an electrician come out to fix the issue so my pipes wouldn't freeze. I also had another company come out and fix my furnace since after the copious amount of mistakes made by MSP Plumbing Heating Air I no longer trusted their work. Their disregard for the severity of the situation is incredibly concerning. After the one attempt made to contact me on the wrong phone 24 hours after I requested to speak with a manager immediately about the serious situation at hand, no other attempts have been made to contact me for resolution.

Desired Settlement: I want reimbursement for the $491 electricians bill I had to pay because of the heaters provided by MSP Plumbing Heating and Air which would not have been needed if they had showed up when promised.

Business Response: Initial Business Response /* (1000, 6, 2016/02/01) */ Good Afternoon, I am responding to ***** *******'s complaint insinuating that we caused damage to the electrical infrastructure in her home by loaning her space heaters. We provided electrical heaters as a free convenience to our customers who do not have heat. We do not charge for them. Because *****'s furnace inducer motor had seized and that blower fan was a special order part from our distributors, we did everything we could to make sure that *****'s house didn't plummet in temperature while waiting for the part to arrive. It's an expensive part we don't just have lying around. Note the heaters were provided on Saturday the 16th. On Monday the 18th, we called ***** at 7:49am to let her know the part wouldn't be in until Tuesday morning (1/19). She said that was fine with that timeframe. Then later that morning at 10:14am she called in furious that her electrical system wasn't working and apparently broken, saying she required a call back immediately. Then ***** called 22 minutes later (10:36am) screaming at our CSR representatives and demanded that she be called back immediately and if not she would cancel the appointment. By the time we were able to respond to her, she had already refused service, therefore we cancelled the service at her home and did not charge her for the use of the space heaters. The fact that she had been using our space heaters (at no charge) for 1.5 days and then all of a sudden they miraculously caused her electrical system issue is not our fault. Her electrical system failed due to unforeseen circumstances and we cannot be held liable for preexisting electrical faults in owners homes. Best Regards, Peter ***** Manager of Customer Service MSP, St. Paul, MN Initial Consumer Rebuttal /* (3000, 13, 2016/03/14) */ First: I never said I "was fine with the timeframe". I did not have a choice. I was very unhappy with the timeframe but I cannot make you have a part any sooner than you have it. Second: I never have and never would scream at a customer service representative and for you to accuse me of such is incredibly insulting. And for someone who has never has the courtesy to get a hold of me regarding any of my issues, you are the last person to be able to speak on the volume of my voice. Third: By the time you called me back, I had already called another company around 11am on 18th, had them come out to look at my furnace, go and purchase the inducer motor, and come back and had it fixed by 4pm on 18th. I would like to point out that I was able to find a company that provides a much better warranty on their work, and does not require payment before even seeing if the part is available. Fourth: If you had read my complaint, or listened to what I told your customer service rep, or made an effort to contact me... you would have know that your space heaters did not "all of a sudden miraculously" cause my heating system to go out after a day and a half. The issues started much sooner and continued to get worse as the weekend progressed. You have now proven that you are not able to properly read a calendar or manage to understand the concept of time. How you were able to become a manager baffles me. I have never had electrical issues in my house the entire time I have owned it, expect for when I had your heaters plugged in, which managed to keep my house at a toasty 62 degrees in spite of the promise they keep a house my size about 75 degrees. Lastly: I have never in my life experienced such terrible service all the way around. I am not only baffled at your lack of common sense but your lack of customer service skills. Honestly a little effort on your part could have gone a long way but that seems to be far too difficult for you and that is quite a shame. I make sure everyone is aware of the experience I had with your company. I hope you are able to learn from your mistakes throughout this experience so that no customer of yours is treated so poorly again in the future.

3/2/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Excessive sales pressure, incorrect and misleading sales pitch, over pricing, lack of responding to issues, failure to provide warranty. Using a $79 coupon, I ordered my annual "furnace tune-up" from MSP to be done on 11/5/15. After the 2 hour "review" of my furnace, electrical box, air conditioner, etc., the technician asked us to sit down and meet with him. He handed us a price quote of various options as he nonchalantly told us he had "red-tagged" our furnace and our only alternatives were to have it fixed ($1,600 with a 30 day warranty) or buy a new furnace. My wife and I are in our mid 70's and on a fixed income so this news came as a huge shock to us. I became quite angry at the way this whole thing was handled and presented but I eventually realized we were pretty much "trapped" and needed to make a decision that day. His sales pitch was unnecessarily aggressive for the situation. He pressed us very hard to buy a new furnace and A/C from him "that day". The least expensive (with no energy enhancements) was an 80 BTU furnace and A/C for $6,778. He said it would be installed and working the next day. He warned us that if we didn't buy it now, it could take quite a while to have a different one installed because everyone is so busy right now. He warned us that using temporary electric heat for any length of time would be very expensive. When I asked him how his price compared to others, he said he was quite sure I wouldn't be able to save "over $200" no matter where I went. My wife's health was very frail and she had just gone through a series of setbacks, so taking the time and energy to explore other dealers wasn't really an option at that point. We assumed he was being honest about the price issue so we decided the best thing we could do at that point was to go with his $6,778 option. Next, I called my credit card company to make sure I could charge that much and then I had the technician charge the full $6,778 to my account. Before he left the house, he advised us that we only need a 60 BTU unit instead of the 80 BTU unit we had been talking about so that is what they would be installing - but no price adjustment was offered. The 60 BTU unit and A/C was installed on 11/6/15, as promised, but there were a series of problems with the furnace and we had technicians coming pretty much every day until it was finally operating properly when the last technician left our house on the evening of "11/11/15". Ironically, my "11/10/15" mail included a sales flyer from MSP which was offering a furnace and A/C combination just like ours for $780 less than we had just paid and the offer included a free humidifier (which our original price quote indicated would cost us an additional $799). I made many calls and sent many e-mails (I have copies) to MSP concerning the aggressive and misleading sales pitch we were subjected to, the 20 BTU difference between the one we had originally discussed and the one that was actually installed, the price reduction that took place "before" ours was even operational, and the missing "10 year parts and labor - cant write a check" warranty. My (verbal) responses, on the few times I was able to catch a MSP manager by phone, could be pretty much characterized as dismissive, defensive or condescending in tone and substance. Overall, my experience with MSP has been very disappointing and I believe this is one of the worst examples of "customer service" I have ever experienced. I certainly hope other vulnerable and senior citizens do not become trapped as I was.

Desired Settlement: $1,579. This is the amount of the cash price difference ($780) plus the cost of the humidifier I would have received "Fee" ($799), had I bought the units on the day before my furnace was operational.

Business Response: Initial Business Response /* (1000, 6, 2016/02/16) */ Good Afternoon, I'm writing in response to ***** *******'s complaint that our organization uses excessive sales pressure, incorrect and misleading sales pitches, pricing and lack of responding to issues while failing to provide warranty. We did inspect and find that Mr. *******'s furnace was not performing properly at his home and "red tagged" his furnace as it was not operating at safe levels. We provided options to fix or replace his furnace. We are not a company that utilizes high pressure tactics in offering solutions for repairing or replacing equipment. Our technicians are trained to notify you of any issues they find with your equipment including options to fix or replace them, as we did with your furnace. Mr. ******* chose to not repair his existing furnace for $1,600, but chose to replace the existing unit. We feel that insinuating MSP attempted to use excessive sales pressure, sales pitches or provide improper pricing is completely false. We provided multiple options and Mr. ******* chose to replace his system rather than repair it. The CSR's and the Management team here at MSP have handled multiple calls and emails from Mr. ******* since November. We've replied to each request via phone, email and regular mail, providing him everything he's requested and more. Our pricing is upfront and outlines all work we perform, prior to performing any of the work. This still is one of our biggest compliments from our customer base. We provided Mr. ******* the best deal offered at the time of his furnace installation. There was no pricing difference between a 60,000 BTU furnace and a 80,000 BTU furnace. We provided the optimal solution (A 60,000 BTU system) to save Mr. ******* and his family money by giving him the properly sized furnace for his home. While I understand that you didn't care for our pricing, our records show that you approved the work and pricing prior to any work being performed. You were not coerced or taken advantage of in buying a new furnace system. Only after the installation occurred did Mr. ******* have problems with the pricing. As stated in the previous documentation we mailed to your home (multiple times) you still have a "Can't Write a Check 10 Year Parts and Labor Warranty" included with the system you purchased. We are more than happy to honor that warranty from the installation date of your system as long as the annual maintenance is completed by a HVAC professional technician. In conclusion, we feel that all MSP employees have provided the best customer service possible for Mr. ******* and we will not offer any monetary compensation as we performed all work chosen to be completed and have responded to all requests. Best Regards, *********** Customer Service Manager Minneapolis Saint Paul, Plumbing Heating and Air Office ************ Initial Consumer Rebuttal /* (3000, 8, 2016/02/18) */ Thank you for your help in this matter. This is my reply to the response given by MSP on 2/16/16: "There is no doubt in my mind that the technician's sales pressure for us to buy a new furnace from MSP the day he "red tagged" ours was excessive and misleading and that it made us feel "trapped" for the reasons I explained in my complaint. Yes, we were given options. The first option was to pay $1,600 for a temporary repair job warrantied for "30 days". That made no sense AT ALL. And, yes - we were also offered other purchase options (but ALL of them were more expensive than the one we picked). Because of our personal financial situation, we chose the "least expensive" (also least efficient) equipment. That way, we would not have to extend ourselves financially any more than necessary but were still assured that we would be returned to "furnace heat" the following day. You say the cost of a 60 BTU furnace is the same as one that is 80 BTU. It surprises me that the BTU size of a furnace does not somehow affect the cost, but I will take your word for that. And yes - I did charge the full "quoted" amount of the furnace and A/C to my credit card that day, after the technician had assured me that no matter where I searched, I would have a very hard time saving over $200 from the price on his quote. And yes - I DID NOT question the price any further until 5 days later when I received the sales flyer ( offering a huge price reduction compared to what I was charged). This mailing came to me one day "before" my new furnace was even "working properly". For these reasons, I feel I should receive a partial refund from what I had originally paid. On the issue of MSP responding to all of my calls and e-mail requests, that is completely false. The few responses I did receive didn't even properly address my questions or requests. To this day, I still haven't received a copy of the "actual" warranty (document) which is only 'referenced" on one line of the MSP quote. Without a copy of the actual details of that warranty, I still have no idea what is actually covered by my "10 year parts and labor, can't write a check" warranty, what is not covered, and what (if anything) I must do to stay covered. My most recent e-mails to MSP management were sent on 12/19/15 and 1/5/16. Neither of them has been responded to in any manner.. Obviously, the MSP lack of response to my legitimate complaints only serves to reinforce my overall disappointment with this company."

2/12/2016 Guarantee/Warranty Issues | Read Complaint Details

Additional Notes

Complaint: I had a water heater and softener combination installed. I was told that the warranty was 10 years. But the model installed has a 6 year warranty. I called MSP to request service on my water heater, and thinking that I might need a new one, asked about options. I was told that the serviceman would go oover my options. When I asked the serviceman on Nov 20 2015 specific questions about my options, he gave vague answers, although he did say that the water heater would have a 10 year warranty and be high efficiency (which I told him were my two main concerns). He also talked me into a new water softener. Later, when I went to register the water heater American Water Heater Model G61-50T40 online for warranty purposes, the American website clearly indicates that this model has a 6-year warranty (although they do have other models with 10 year warranties). All manufacturers of water heaters list the warranty period prominantly for each model, often even in the product name, so that is what I expected I would be getting - a model with a manfuacturer's warranty for 10 years. Of course, the models with longer warranties have different specifications and higher costs. After calling MSP multiple times, I finally got an invoice (actually work order number 351215) showing "3 years parts and labor" for the water heater and the model numbers for the two installed items. This and one email from the installer, saying that "the water heater I have comes with a ten year warranty." This email also shows that a high efficiency, 10-year water heater would cost $1090 more that the one that was installed. I have since made many additional calls, most of which weren't returned, and been told everything from (1) "we will refund you $1000 and install the model you want" to (2) "what we meant was that MSP will provide parts and labor if needed for 10 years, which they describe as extending the warranty" to (3) "we only install that one model, and all we do for longer warranty periods is buy a label from the manufacturer that says 10-year warranty and place it over the label that says 6-year warranty (this was apparently meant to convince me that all models are identical, but I could hardly believe my ears!) to (4) "take it up with the BBB." I am by now certain that the vague answers I got from the serviceman were an intentionally deceptive sales technique and intended to enable MSP to install a bottom-end water heater for a top-end price, in the hope that most homeowners wouldn't notice, and additionally to put MSP in a better position (with as little as possible in writing) if a homeowner did take it up with the BBB. I have no idea what the warranty is on the water softener, and only "bundled" pricing for both so I don't know the exact price for the water heater, but as I recall a few things that flashed by me on the serviceman's cell phone screen, it was probably about $2200, which is much higher than other companies quote for 6-year warranty water heaters (about $1300 plus permit and any on-site issues.) MSP also talked me into a year-long service contract, which led to a furnace "inspection" (when I thought I was getting a furnace cleaning) and a late-night high-pressure sales pitch, including the threat of turning off the gas to my house immediately. They were intending to get me to purchase a new furnace and AC for $12,898. I told them I would get other bids. It may be true that I need a new furnace, so I have since gotten two other bids for the same or comparable equipment, one $8050 and the other $8065 (after $850 in rebates, which MSP did not want to discuss.) Both of these companies provided detailed written estimates with everything clearly explained, which MSP did not do. Of course, I will not have MSP into my home again to "service" anything else, since I can anticipate additional high-pressure sales pitches for overpriced installations that I may not even need, so the $249 service contract is a loss also.

Desired Settlement: My would like to have MSP remove both the water heater and the water softener, discontinue the service contract, and refund the entire purchase price of $4282.

Business Response: Initial Business Response /* (1000, 9, 2016/01/04) */ Good Afternoon, We did install a water heater and water softener at ***********'s home per her request. She said that she wanted to make sure that there was a 10-year warranty included on her equipment which we were able to provide. The 10-year warranty is on file with our company, so if there are any problems with her water heater or water softener over the next 10 years, her equipment is covered by us. We here at MSP have had multiple conversations with ***** regarding all of her concerns. Our pricing is upfront and outlines all work we perform, prior to performing any of the work. It's one of our biggest compliments from our customer base and what's helped us create and grow our business. We offer all of our customers the immensely popular Total Care Club (TCC). We don't talk people into it. Being a TCC member helps homeowners maintain their homes and ensure that they remain safe at an affordable rate. By performing the annual maintenance that's suggested on Furnaces, A/C Units & Water Heaters it can increase their lifespan while ensuring it's maintained properly. Our technicians are trained to notify you of any issues they find with your equipment with options to fix or replace them, as we did with your furnace. While I understand that you didn't care for our pricing, it sounds like you wouldn't have known the severity of the issues found in your furnace unless our technician was inspecting it. I'm sorry you didn't see the value of our pricing and if you do still want/need it to be replaced please let us know. We here at MSP strive to provide the best service and customer service possible and we are sorry that you feel we've fallen short. Please know that I'll make sure to take your comments and concerns into consideration and include them in future training opportunities. Best Regards, Peter ***** Customer Service Manager Minneapolis Saint Paul, Plumbing Heating and Air Office ************ Initial Consumer Rebuttal /* (3000, 11, 2016/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not feel that MSP has addressed my complaint. I paid for a water heater with a 10-year warranty and did not get it. I asked for information about water heater models when I first called MSP to make an appointment for a service call, and was told that the technician would provide this information. The technician who installed the water heater in my home told me that the water heater "comes with" a 10-year warranty. He did not say that MSP extended the manufacturer's warranty (although many other HVA and plumbing companies do extend manufacturer's warranties; this is typically clearly indicated in writing in a hard-copy document that is provided to the homeowner before installation), and in the absence of any such explanation (even verbal), I quite reasonably concluded that he was referring to the manufacturer's warranty. I have attached to this complaint an email from the technician, which says that the model comes with a 10-year warranty and provides no additional qualification of that statement; additionally, it also points out that for more efficient models (which I also thought I was getting, although I never got a quantitative explanation to compare different models) a 10-year warranty model costs $966 more than a 6-year warranty model. Indeed, all water heater manufacturers that I have looked at (Including American) have a number of models with the warranty period clearly specified, usually prominently featured in the product name. American does have models (with superior materials and design) for which there is a 10-year manufacturer's warranty. This is what I thought I was getting. I attached the manufacturer's specifications for Model G61-50T40 to the complaint; this is what was installed and this model has a 6-year warranty. I only found out about the manufacturer's warranty when I went to register the product with the manufacturer. After four calls to MSP, I finally received an invoice that indicates a 3-year warranty (also attached to the complaint). It is only now, in response to my BBB complaint, that MSP has indicated in writing (in the complaint response, not in any document provided to me) that they apparently extend the warranty to ten years; even now, the only documentation is "on file" in their offices. I had intended to install a high-quality water heater that would enhance the value of my home, so I asked MSP to remove everything they installed and refund my money, but they simply told me to take it up with the BBB. As an alternative, I would accept (1) a refund of $966, since that seems to be the difference in price between a 10-year water heater (which I was told I was getting) and a 6-year water heater (which is what was installed, and (2) a written document, clearly stating that MSP will cover all repairs on the water heater (including parts, labor and service call charges) for 10 years from the date of installation, that such coverage is transferable to a new homeowner if I sell the house, and clearly indicating any maintenance or other terms required to continue the coverage. I will not be using MSP for any other services under the TCC contract, so I would also like to be reimbursed for that ($249). Final Business Response /* (4000, 16, 2016/02/01) */ Good Afternoon, We did install a water heater and water softener at ***********'s home per her request. It is not a normal part of our technician's process to provide a variety of models for the customer to choose from. If there's a specific request, we honor that request to the best of our abilities as we did in installing a water heater that included a 10-year warranty. Our call center representatives do not have lists of what's available, hence why a plumber comes out to visually inspect and provide a specific solution to remedy the customer's needs. In our eyes, we've completed all that the customer requested and more. We performed all the work after the ***** reviewed and accepted the presented solution to her current issue. ***** signed and accepted all options presented, choosing the Platinum Option (the top option provided) when replacing her water heater prior to any work taking place in her home. We got her the properly sized water heater, and provided the requested 10-year warranty. Yes, upon request the warranty will be able to transfer to the new home owner. We need to be notified of the new owner's name and contact information if/when that situation does arise. Our plumber took care of her questions, provided a solution that ***** approved and accepted by signing for the work to be done prior to the new water heater and water softener being installed. In regards to cancelling your TCC Membership I can process that for you. I'm happy to refund you $162.00 as you used the membership visit to have your furnace inspected and tuned-up which at the time of your visit was an $88.00 charge. One note to consider prior to you doing that, is that is that you must maintain the annual maintenance on your water heater to keep the 10-year warranty. It's a similar situation to a car, if you don't have your oil changed for 2-3 years would you expect Ford to give you a new car? The answer is no. You need to keep the annual maintenance current on your equipment to ensure its long term life and that's why we created the Total Care Club. (see attached document from water heater company outlining equipment expectations.) Best Regards, Peter ***** Customer Service Manager Minneapolis Saint Paul, Plumbing Heating and Air Office ************ Final Consumer Response /* (3000, 18, 2016/02/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the MSP response, They have not responded to my documentation, and even if I were to accept the MSP warranty explanation (which I do not), I am still lacking any warranty documentation, other than responses on the BBB website (which is hardly bindingl0 I will also have to see if I actually receive a refund The service contract. I will contact MAP, as communication via BBB has limitations.

11/13/2015 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: Installed faulty furnace motor and not honoring total care club membership Service technician came out and replaced furnace motor and air filter on September 10,2015. We purchased the total care club membership which includes priority service, live technical assistance and discounted emergency services. We called the company on October 16th, 2015 due to the furnace physically shaking. Technician warned us that if the motor was not installed right this will happened. We called Friday evening and explained we turned off the furnace and was told a technician would call within in an hour. We called again at 11pm and was told the same thing. We never heard back. We called the next day at October 17th, 2015 at 6am and 7am and was told technician would call back an in hour. We received a call back after 8am and a service member came out later that day. He diagnosed the motor as being faulty and repaired it so that the furnace could run temporarily. They ordered a replacement motor which was under warranty and scheduled the motor to be installed on October 23rd, 2015 at 2pm. We called at 3pm and was told they would leave a message. We then called at 4pm after not hearing back and spoke to a supervisor who then transferred us to dispatch whom informed us they would be here between 5:30pm -6:00pm. We called at 5:45pm to ask for a supervisor and did not receive a call back. After reaching out multiple times for an update we were unable to receive a status update, nor did a service member come to our house. We are also unable to speak to someone to cancel our total care club membership that involves a monthly fee. Additionally, we are suspect with the airfilter that was installed. We were told it was better then our current system. However, after monitoring the air quality levels for the last month the co2 levels have been consistently higher then our older system since day one. Unable to provide model or product numbers as they did not provide us a receipt with this information. Order number is ******. We worked with **************************.

Desired Settlement: We would like a refund of $2,242.00 plus reimbursement of having a different heating and air company come out to repair our furnace so that it is in working condition. We would also like the total care club membership to be cancelled.

Business Response: Initial Business Response /* (1000, 6, 2015/11/03) */ Thomas our tech was delayed in getting to the ******* Residence. Our records show that we called the *******'s on the Oct 23rd three times regarding our tech's arrival (which was eventually cancelled by the customer at 5:33pm) and we then again contacted the customer 2 times on October 24th to inform the customer regarding the appointment and our tech's arrival time. Thomas did end up arriving and fixing their problem, it was just later than anticipated which we sincerely apologize for, unfortunately the later than expected service time was unavoidable. Being in the service industry, we do everything we can to expedite our Total Care Club members issues and services unfortunately we cannot always get to customers as scheduled, like in this case. Yet we still were in contact providing updates. Previously our technician was currently in the middle of another home emergency that we were not able to just have them stop in the middle of the project. Thomas (the tech) said he would be more than happy to talk with the home owners if needed to help solve this situation further and reexamine in greater detail regarding the CO2 levels in the home. If the *******'s would like to cancel their TCC membership, I can make that happen immediately for them but prior to that happening we would appreciate a second chance to earn their business back by giving them the next 3 months of the TCC club at no charge. If they do not want that, I can cancel it right away. Regarding the CO2 levels comment, I have a couple of follow up questions. 1) Did you mean Carbon Monoxide (CO) or Carbon Dioxide (CO2)? 2) Would the customer explain how an air filtration system would directly affect the CO2 levels in the home? 3) How is the customer reading the CO2 levels? A Tool, a CO2 monitor? 4) What are the PPM levels that are being shown? a. Depending on the equipment being used, where are they taking the measurements? b. Have they had certified training on reading CO2 levels from HVAC equipment or in homes? Best Regards, Peter ***** Manager of Customer Service Initial Consumer Rebuttal /* (3000, 8, 2015/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately, there seems to be a disconnect as we did not receive a call back nor did we cancel the appointment on Oct 23rd. I had requested a manager to call back to cancel the total care membership but not the appointment. That is besides the point. Since we made this report the night we did not receive a call back on Oct 23rd, Thomas came out on Oct 24th. Thomas admitted that the motor was installed wrong. The installation was off balance that caused vibration of the furnace. He diagnosed that the motor installed on the initial visit was fine and did not need to be replaced. The vibration was still occurring so he placed cardboard to lessen the vibration. One of the screws is stripped and the housing continues to rattle unless the cardboard is wedged into it. Thomas mentioned that we needed to replace the housing, however this was damaged by the service and not by aging. We now have a furnace that is in worse condition then when the blower was initially serviced. For the air filter, we have a netatmo weather station. The Carbon Dioxide (CO2) levels are at the lowest 450 ppm and the previous air filtration systems was 250 ppm. The measures are when no one is in the house and we were told the new system would be better. Although we are inexperienced, we rely on what the sensor tells us and noticed a significant consistent increase once the filtration was installed. I do not accept the response from the business. They have not addressed the less then acceptable repairs, the damaged furnace or reimbursement of the service plan. We would like the service plan cancelled and be reimbursed for plan. We would like the company to honor the 100% satisfaction guarantee and would like to be reimbursed. Final Business Response /* (4000, 10, 2015/11/09) */ Good Afternoon, Thank you for your response. Unfortunately there's no way to pinpoint when the damage did occur in your furnace. Your unit is over 8 years old and according to the issues you were experiencing prior to our arrival and diagnosis it makes sense to assume that the damage had occurred prior to our technician being on site. That being said, we have a 100% satisfaction guarantee and with the work completed at your home, we are willing to refund you $1,543 dollars of your bill out of the total $2,242 considering the motor we installed did not resolve the issue. As for the CO2 level in your home, there's no reason that the air filtration system would affect your homes CO2 levels, it just does not work in conjunction that way. That being said, it makes sense that your CO2 levels have gone up because the new motor we installed is moving the air more efficiently throughout your home. That being said, if you're concerned about the CO2 levels we'd be happy to send one of our technicians out to monitor the levels with professional equipment to ensure that there is no dangerous level in your home. If you would like to resolve this today, as I mentioned earlier, I will refund you a $1,543.00 upon the receipt of a signed Customer Satisfaction Agreement that has been provided with this note. I also have cancelled your Total Care Club membership per your request effective 11/3/2015. Final Consumer Response /* (2000, 12, 2015/11/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the claim as the company is honoring the 100% satisfaction guarantee and that our family just wants this issue resolved and to be able to move forward past this experience. The actions that have been taken so far are below. - Signed Customer Satisfaction Agreement has been emailed to company - In alignment to agreement attempts have been made to remove negative social media reviews As long as the company keeps with the commitments of the Customer Satisfaction Agreement I am satisfied with one other minor request. I would like to know the manufacture and model of the electronic air filter that they installed as I never received this information from the original install.

11/3/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Bad business practices and substandard work by Minneapolis Saint Paul Plumbing Heating and Air. My wife and I just purchased our first home and, after turning the boiler on for the first time, we noticed that the upstairs radiators were cold and that the boiler was not maintaining pressure after a couple of days. We called up Minneapolis Saint Paul Plumbing Heating and Air, explained the problem, and they were able to schedule someone to come out quickly. The tech arrived at our house and was personable and professional in appearance. He checked our radiators and our boiler and said that the boiler needed a tune up and that the reservoir was waterlogged and needed to be serviced. He quoted us $500 which seemed really high but we are new home buyers and were worried about not having heat in our bedroom. So we agreed. I checked on the tech a couple of times and after about an hour he came up and called me down to the basement. He was very concerned about the high levels of CO/carbon monoxide in the exhaust. He said 200ppm was the maximum safe level and that his equipment showed 450 to 550. He even showed me the display of his machine. He told me that the boiler was unsafe and recommended that it be turned off immediately and not used until it was overhauled or replaced. I asked how much both options were and he said it was $3000 for the overhaul and $16000 for the replacement. We then showed him the inspection report and boiler certification from the when we purchased our home. The ceritfication specified that the CO levels in the exhaust were 45ppm. He said that was impossible and that the inspector must have fraudulently filled out the form. My wife and I were very concerned and told him that we needed to consult our home warranty and asked him how much work he had done and to stop working on the boiler. He said he had already completed both the maintenance on the reservoir and had completed the tuneup. We paid him and thanked him as he left. Then we called Center Point Energy and reported the high CO levels. They sent a tech out within a half hour. The Center Point tech inspected our boiler, hot water heater, gas lines, gas meter, and stove. He measured all around and inside our boiler and hot water heater while both were running and found that the boiler exhaust was only emitting 45-50ppm of CO. He then asked what service the MSP tech had performed. We told him about the tune up and reservoir maintenance. He then showed me how I could "maintenance" the reservoir myself by pointing out the correct valves and, also, taught me about all the other minor maintenance items to pay attention to. Finally he opened the boiler and pointed out the burners and asked if it looked "tuned up" to me. It didnt. My boiler has been running for 5 hours now and my upstairs radiators are still cold. Ive bled them and I get water and no air. Minneapolis Saint Paul Pluming Heating and Air lied to me and tried to cheat me. I dont believe they did any work at all -- except maybe to drain my reservoir. Two different inspectors found levels of CO in my boilers exaust to be in the 45-50ppm range. MSP said 450-550. I have all 3 inspections in writing! I believe that Minneapolis Saint Paul Pluming Heating and Air was lying to me to try to sell me a $3000 service. I believe that they used my inexperience and high replacement quotes ($16000 for a boiler) to tempt me and trick me into buying a $3000 overhaul. I believe that when I questioned the CO levels and said I wanted to check with my home warranty the tech decided it was time to go.

Desired Settlement: My upstairs radiators are still cold so whatever work MSP did do did not fix the problem. Further, I believe that the tech was fraudulent and manipulative in his assessment of my problem. I do not believe he ever intended to fix the issue at hand. If he fixed the issue he knew he couldnt convince me to overhaul or replace my boiler. Therefore, I am seeking a full refund of $500 from Minneapolis Saint Paul Pluming Heating and Air.

Business Response: Final Consumer Response /* (2000, 6, 2015/11/03) */ The business has settled with me for a full refund.

10/6/2015 Problems with Product/Service | Read Complaint Details

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Complaint: Company failed to get Building Permit for repair, used dangerous methods to test for leaks. Very poor customer service, can't contact supervisor. We contracted to have a new furnace & AC installed on Sept 4 2015. When they completed the installation and left, we discovered a major gas leak with the fittings they repaired. They returned an hour later to repair. The technician actually used a cigarette lighter to test for additional leaks. They also failed to put the hoses back from the water softener, resulting in a flooded basement the next morning. To compensate for the flood & gas leak, they agreed to replace a laundry tub faucet for us. When that was done several days later, and the technician left, we noticed it too was leaking. They came back out a few days later, and the technician fixed the leak, and was tasked with also checking the furnace & AC for proper operation. Once again the technician used a lighter to test for leaks, right in front if me. Later in the day, since I needed the inspection prior to my real estate inspection, I called the city of Maple Grove to schedule an inspection (called on Sep 11). They had no record of any permit being filed, even though I was told one was filed back on Sept 4.

Desired Settlement: I need the permit number right away, so I can schedule an appointment. I would also like $500 for my time and trouble in dealing with this mess.

Business Response: Initial Business Response /* (1000, 9, 2015/09/28) */ Met with Mr. ******** in person on Tuesday 9/22 while addressing some concerns from the city inspector. At the end of the visit I did ask if there was anything more that we could do? Mr. ******** said no, and thanked us for taking care of things. Shawn ******* HVAC Installation Manager Initial Consumer Rebuttal /* (3000, 11, 2015/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) This mess is still not finalized. We just got a letter from the electrician stating we have to schedule another inspection due to some conflict, even though they signed off on it at the last visit. So now I have to take time off from work again to get this mess finished. I would like to be compensated for 4 times I had to be home, when this should have been done correctly the first time. I am not counting the regular inspection, or install dates. But I had to be home 4 more times. The wage loss for being home is approx $500. Final Consumer Response /* (3000, 15, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) This mess is still not resolved. I have an open permit which means I need to be home for yet another inspection. I would like compensation for all of the extra time away from work to be at home for these vendors. Final Business Response /* (4000, 13, 2015/10/05) */ Contacting our electrical sub-contractor to find where issue is. I was personally present when inspector signed off on both the electrical and mechanical permits. Shawn ******* Installation Manager

3/30/2015 Problems with Product/Service | Read Complaint Details

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Complaint: Service personnel is a liar. He to told my furnace was so bad he could not turn it back on. It forced me to purchase $192.00 worth of space heaters. On 2/20/15 had a free furnace check (as part of money paid on a repair from 5/2/14 and/or 5/26/14). Serviceman check resulted in his diagnosis of my furnace as having multiple cracks in primary containment system, plugged secondary, with CO levels at 2000 ppm. Serviceman filled out a RED warning tag that I had to sign. It says he cannot turn my furnace back on before fixing the above issues. His estimate was over $4978 to replace primary, secondary, and a couple other components. They will not provide a written estimate this time so my suspicions were raised because they add provide them on other service call. So this being very expense, I asked how much a new furnace cost? He called another specialist who came by to examine current install and said he would email me estimates later that day. This got me to thinking about the high costs of this company's previous service repairs and how they always find something. EARLY HISTORY On 5/2/14 I signed up for a Spring Special Service Check for $77. Serviceman said all was working as specs except for furnace voltage absorption system. Cost to fix was $554. It felt costly but I paid it to keep furnace up to specs. On 5/25-26/14 I called for Service as my Central Air was NOT cooling the house and I had an a check on 5/2/14 that said all was working in spec. Serviceman diagnosis was: Compressor was completely frozen. We had to leave unit off for 24 hours. He came back on 5/26 to then diagnose it was low on fluid. Estimate to fix was $864. I said how could that be I just had it checked on 5/2/14 and it was in specs. I got excuses about temp on 5/2 being an issue. Even when I said the 5/2/14 serviceman did not connect up the same instruments to the compressor that he had just done today (5/26/14). I agreed to fix the low fluid for $864 as we wanted the air working. The next week I escalated to the company this issue they quickly settled by refunding me half ($272) of the 5/2/14 service payment. At the time I thought that was a just settle. FRIDAY 2/20/15 has changed my opinion. Now that I have had one of their serviceman lying to my face I have a new opinion of their previous work. At this point I do not trust their service personnel or the company that would use people that would be lying to their customers.

Desired Settlement: I am asking for a refund from them of ALL FEES paid except for actual cost of physical part (Furnace voltage absorption system) cost can be verified on the internet or by contacting another local company and the actual cost for the number of pounds of coolant they installed in the compressor. Plus this refund should also include any costs from the 5/25/14 services I paid for ongoing service call warranty checks and the $192.00 I had to spend on space heaters to keep my home warm when their lying serviceman told me it was dangerous to turn furnace on until is was fixed. The only total refund number I have values to calculate is $1,328.00 (272+864+192) minus the actual cost of parts.

Business Response: Initial Business Response /* (1000, 5, 2015/03/04) */ I am attaching an email stream with customer for your information. Initial Consumer Rebuttal /* (3000, 7, 2015/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Below I have cut/pasted my response to the company offer and their very quick reply that ignored my step by step conditions for even considering trying to give them another chance. I DO NOT TRUST THIS COMPANY OR THEIR SERVICE STAFF. I HAVE NO REASON TO GO ANY FURTHER THAN MY RESPONSE BELOW BY GIVING THEM STEP BY STEP INSTRUCTION ON HOW THEY MUST PROCEED. SINCE THEY CAN NOT FOLLOW THE STEP BY STEP INSTRUCTIONS (they simply ignored them and said let's get this going now) I SEE NO WAY I CAN ACCEPT ANY FUTURE EFFORT BY THE COMPANY TO FIX AN ISSUE OF THEM LYING TO ME TO MAKE MONEY. --------------------------------------------------------- HERE MY REPLY TO THE COMPANY 3/4/15 OFFER. WAS VERY SPECIFIC ON THE STEPS IF THEY WANTED ME TO GIVE THEM ANOTHER CHANCE. ----------- Beginning of my reply -------------------------- *****, Here are my responses in RED imbedded after your line in the attached note. On Mar 4, 2015, at 3:32 PM, ************ <******> wrote: Hi ***, Thank you for the response. I certainly did not expect to hear from you again unless through my complaint with the BBB. I know this is not a pleasant topic for you. You are correct. And for that matter, me either. But this isn't about me. I have been thinking about this since your last email, and would like to offer this.... Why are you coming back with an offer? Especially outside of the complaint I filed with the BBB. I would like to schedule a time to have myself and a technician of ours, and again, a company of your choice if you would like, to look over your furnace, and do our own tests on the furnace. You made this offer before. Why are you doing it again? My previous statement 'I really do not want to give your company access to my working furnace' is still true. I have no confidence in your service people or your company because of this situation. If we were wrong with our original diagnosis, What are you saying? This says you still think your service person original diagnosis is correct. I am deeply disappointed by your dis-belief. It makes me want to scream. Can I believe you will every admit to this lie happening? Don't you understand your company has lost my trust! we install a new furnace (of comparable efficiencies of present furnace) at NO charge complete with permits, labor, material, etc. 1. I would not let your company service people install a new furnace. Besides your company wanted to install a Carrier. 2. I have always had Lennox furnaces in my homes (4), everyone since our first new home in 1977. 3. First my Lennox dealer, who provide my second opinion, would have to agree to install and accept payment from your company. My Lennox dealer might not accept this option. 4. Your company would have to pay ALL costs in advance for a Lennox replacement to my Lennox dealer. 5. I had decided to do a Lennox SLP98V. While waiting for your company replacement estimates, I talked to my Lennox dealer about their furnace replacement prices. Lennox dealer price for SLP98V was less than the $4978 your service person estimate as my fix it cost and about $1,000 less that your bids to replace with Carrier furnace options. Your offer of a free new furnace has me curious. As I expect to get a new furnace at NO cost. But lesson have to cost something or they are forgotten. That means your company will have to pay my Lennox dealer for everything. Remember I told you I do not trust your service people or your company. If you want to proceed let me know and I will execute the step below. The next step would be to contact my Lennox dealer to see if they wants to commit to the service check meeting (costs paid in advance by your company) and then the full installation. If my Lennox dealer says they will engage. Then we (myself, my Lennox dealer, your company people) need to write up a simple agreement. A written list of service check items for the inspection. A written definitions of how each service check item will be evaluated and/or rated (i.e. pass or fail). A written definition of how the overall inspection is rated. A written definition of the overall rating that forces your company to replace my furnace. REMEMBER ONE THING. I do not trust your company or your service people. AS PART OF THE ABOVE WRITTEN AGREEMENT YOUR COMPANY WILL HAVE TO STATE THEY WILL PAY FOR IN ADVANCE ANY COSTS ASSOCIATED WITH THE INSPECTION BY MY LENNOX DEALER AS WELL AS THE PURCHASE PRICE AND ALL INSTALL COSTS OF A NEW LENNOX SLP98V FURNACE PURCHASED FROM MY LENNOX DEALER AND INSTALLED BY MY LENNOX DEALER! If we prove to you what was originally diagnosed, we save our reputation with you. No strings attached. I know this is an inconvenience to you and your family. I just can't let this go, and not know that we provided you with good information, or with bad. I need to know for all of our sakes. Please let me know what you think. Let me know what you think of my counter offer. If I hear nothing I simply be waiting for the dialog through the BBB. ***** ************ Performance Coach, Service Manager Minneapolis/St Paul Plumbing Heating Air ************ ========== END of my reply ==================== --------------------------------------------------------- BELOW IS THEIR QUICK REPLY WAS SAYING LET US DO IT NOW. IF THEY CANNOT FOLLOW THE SPECIFIC STEPS, THEY ARE SHOWING ME THEY CANNOT BE TRUSTED. I SEE THE COMPANY TALK AS CHEAP SMOKE TO TRY TO HIDE THEIR BUSINESS ISSUES FROM NON-CUSTOMERS. ----------- Beginning of Company QUICK reply -------------- Hi ***, Please set up a time for us to meet with you and your Lennox dealer for an inspection of your furnace. We are happy to pay for the time of the other dealer as stated in previous email. I understand that. We will make any time work next week. Thank you, ***** ************ Performance Coach, Service Manager Minneapolis/St Paul Plumbing Heating Air ************ =========== END of COMPANY QUICK REPLY ========== Final Business Response /* (4000, 9, 2015/03/20) */ We would like to proceed with the BBB arbitration process to resolve this complaint. Final Consumer Response /* (3000, 11, 2015/03/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I tried to work with the businesses offer to resolve my complaint. I did so by laying out a detailed step by step process on how together we needed to proceed on their offer. THEIR RESPONSE WAS TO IGNORE MY STEPS AND ASK TO BEGIN IMMEDIATELY AT ONE OF THE MIDDLE STEPS. This response drove home how little they can be trusted. Even when they have specific instructions on how to proceed. The businesses service person is a liar. He stood in front of me and told me what he knew was not the true current status of my furnace. Any person lying to your face and asking you to spend almost $5000 is in my opinion trying to defraud/swindle me out of money. I will be contacting the Minnesota Attorney General to see if their office is interested in reviewing the facts of my complaint about this business. Thank you for your help to this point. ***

3/27/2015 Problems with Product/Service | Read Complaint Details

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Complaint: Service technician "red tagged" our furnace saying he could not by law restart the furnace without repairs or a new furnace being installed. Receiving a coupon for furnace inspection, we called this company to come out. Upon testing, the technician said the furnace was unsafe and needed to be red tagged our they would be liable. Claimed high levels of carbon monoxide were escaping. Tech would not restart the furnace, claimed the furnace too old to get many of the needed parts and gave estimates for a new furnace. We felt in bind with the cold weather to get the furnace replaced and decided to use this company to replace our furnace. The price seemed high but they were able to replace the furnace within a few days and provide portable heaters to heat the house in the meantime. The tech/sales person immediately removed the old furnace on the same day. The installation crew came out and installed a new furnace. Following this, we had the boiler inspected by the same company in a building we own next door. To my surprise, a different technician red tagged this boiler as well. we were told again that the furnace could not be turned back on by the company due to safety hazards including carbon monoxide despite our new carbon monoxide detector not registering any such problem. We were also told that many of the parts needed would not be available for this discontinued model of boiler. This time we decided to turn the boiler back on ourselves and get a second opinion from another operator in our community. The second opinion was that our boiler was in good shape, that the only things needed were a new release valve, a cleaning and some boiler puddy. The cost was a fraction of the other company's estimate for repairs.

Desired Settlement: After going through two technicians and getting very similar responses for two very different systems, we question whether our furnace really needed to be replaced and/or whether there would be no parts available to repair it. We believe "retagging" is an unfair aggressive tactic to influence customers to incur large and perhaps unnecessary expenses. Given that we did receive a new furnace it seems unfair on our part to request a full refund so we ask for half of the price of this furnace installation to be refunded.

Business Response: Initial Business Response /* (1000, 17, 2015/03/26) */ I had 2 good conversations with Customer, and acquired a clear understanding of his concerns. Through our conversations, we came to an agreement to refund Customer $ to help pay for services provided after we left the jobsite to get boiler safe and functional, inconveniences in being without heat for multiple days, and resolution to a pricing concern on furnace installation. Customer was gracious enough to keep maintenance agreement in place, allowing us to prove ourselves to him in the future.

2/25/2015 Problems with Product/Service | Read Complaint Details

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Complaint: Merchant performed routine furnace inspection and then tried to sell expensive and unnecessary repairs. I received a direct mail offer from them merchant in December 2014 offering a "furnace tune-up". In the same month I called an made an appointment for Monday January 5th. On the morning of Jan 5th the merchant's technican (**************, ************) arrived at my home. I guided him to the furnace and basement and then left him unattended to complete the service. After approximately 45 minutes he returned upstairs and told me while the furnace is currently working there were multiple issues. He proceeded to describe numerous problems including a leaky fuel system, insufficient exhaust, broken solenoid, dirty ductwork and excessive carbon monoxide levels. He presented 5 different repair options ranging from what he described as a "bandaid" solution for ~$660 up to a full repair and extended warranty for more than $5000. Since our furnance had shown no signs of problems I immediately became suspicious of these suggested repairs. I told him I would need to discuss it with my wife and proceeded to pay the $69 inspection fee. He continued to press the need for the repairs and said because he detected a leaky fuel system he was required by law to turn off the fuel feed to the furnace and place a red tag on the shutoff valve. I have the red tag the technician placed on the valve along with a printout supposedly showing excessive carbon monoxide levels. Unfortunately I did not get a written copy of the quote for suggested repairs. However over the following 4 days I tried repeatedly by phone and email to obtain the quote. Each time the merchant would not provide the quote and would only offer to send the technican back to my home. I have copies of the emails exchanged and two voicemails left by the technician. After the technician left I called another heating company (***** Heating, ************) highly recommended by neighbors. I scheduled the earliest possible appointment for another inspection on Friday January 9th. The other company completed the furnace inspection on 1/9/15 and determined the furnace to be operating normally and not in need of *any* additional repairs. Furthermore they suggested I only have it inspected every 2 years since the type and condition of the furnace did not require more frequent service.

Desired Settlement: Full refund of $69.00 fee charged for furnace inspection. I would also like to hear directly from the owner and/or management explaining the actions of their technician and how they intend to prevent this type of fraudulent activity by their company and staff in the future.

Business Response: Initial Business Response /* (1000, 11, 2015/02/10) */ I left a detailed message for Mr *****, agreeing to his request of sending him a refund for $69.00, and offering to go over the service call with him, as well as go back out and show him in detail, the potential problems that were found. Initial Consumer Rebuttal /* (3000, 13, 2015/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I discussed the issue with ************ (************) this morning on the phone. My issue was NOT resolved and I re-affirm my initial complaint fully believing the company is conducting fraudulent business practices attempting to extort unnecessary repair fees from their customers. I believe my complaint would be validated if the company would provide their initial estimate in writing for an unbiased third party to review. However ***** was again unwilling to provide the estimate. Please let me know what I can do to escalate this issue further.

2/13/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Had a leak in the basement. $695 later still not fixed. Three different pipes were replaced. Asked for a receipt. They can't give me that. They can email or mail it to me. They can take my payment but I have no proof of service. Also; I believe I was miss lead from the beginning. The "plumber" himself said that he acted like a trainee. In the end I'm left with no water in the kitchen Product_Or_Service: replaced pipes

Desired Settlement: DesiredSettlementID: Refund When you contact a so called reputable company, they should have the appropriate staff to come out...diagnose...accomplish the job. If there was any question on the service persons mind, they should have been upfront from the beginning. This did not happen.

Business Response: Initial Business Response /* (1000, 5, 2015/02/10) */ Thank you for sharing your experience and we are happy to honor our 100% satisfaction guarantee and send you the requested refund of $347.50.

2/12/2015 Billing/Collection Issues
2/11/2015 Advertising/Sales Issues | Read Complaint Details

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Complaint: I saw an ad that offered furnace cleaning & tuning for $54 instead of $185.***************, the service expert, stated asking why I didn't call service+, I showed him the coupon. I also told him that a month prior, a tech. form Center Point told me that the furnace was okay but it needed cleaning. Mr. ******* was by the furnace and also did something with the thermostat. He told me he had good and bad news: he tuned the furnace but it wasn't safe, and he couldn't turn it back on. He would lose his license. He proceeded to show me a list of furnaces for which the starting price was $6000.I sensed from the start that he came to sell. I was so upset that I didn't notice that he didn't leave me a receipt.I turned the heating on but the thermostat showed 64 degrees, I didn't know how to reprogram it so I called service+. It was the first time that I saw the red tag on the furnace. The technician did't want to touch anything. I told him what happened and he called the the supervisor. He came back and proceeded to check for carbon monoxide. None had been found. But he also told me that the furnace was dirty. A man from *****, told me the same thing.Thank God that I am not the first victim and people listened to me. My son and I could have been freezing that night of January the 29th, 2015.

Desired Settlement: DesiredSettlementID: Refund I want a refund of $54. I also hope for improvement in the advertisement and services. I felt that I was practically forced to make a purchase, at all costs.

Business Response: Initial Business Response /* (1000, 5, 2015/02/10) */ I talked to ****, agreeing to refund $54.00, and to come back out at no charge to show her, and anyone else who she would want, the potential problems with her equipment.

2/5/2015 Problems with Product/Service | Read Complaint Details

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Complaint: I contracted for a furnace tuneup. The serviceman provided no tuneup but made up problems with my furnace and offered to fix them for more than $1000 I would like to lodge a request for refund of $69 from Minneapolis-St. Paul Plumbing, Heating, and Air. I received a coupon in the mail good for "a furnace tuneup" for $69. I called and made an appointment. After two cancellations on the company's part, a service person, ***********, arrived on Friday, January 9 (I believe that was the date; the two earlier cancellations make my calendar confusing). After spending about 90 minutes in the basement with the furnace, he delivered his report, orally. I asked him why he had no invoice, and he told me that the company did not give paper reports because of the possibility of rival companies somehow stealing their business. He described three important problems, one with our "SAFTY (sic) removal system" (the liner of our flue, he later explained), one with the "flame SAFTY (sic) system", and one with our "heat delivery system". He then offered several options for remedies of these flaws, ranging in cost from $16000 to $1200. When I asked him for written descriptions, he cited the company's privacy policy again. After our discussion I paid him $69 via credit card. A few days later I sent a message via the company's website complaining about the lack of any evidence of a "furnace tuneup" and absence of records. I got a phone call, an email containing a pdf of the invoice, and a few days later a hard copy of the invoice (Order # ******, dated February 13) in the mail. The hard copy contained some figures on furnace performance and mentioned the problem areas as "needing attention". Before contracting for such large sums, I called the installer of the furnace, ***** Heating Company, and asked them to verify the problems. Their serviceman returned a clean bill of health for the entire system and pointed out that he had to remove several dead birds from the flue in order to test the draft. Thus, the Minneapolis-St. Paul company not only failed to do the furnace tune-up (which must include clearing accessible objects from the flue) but made up several non-existent problems and offered to fix them for inflated costs. I consider this whole episode to be unethical conduct on the part of the Minneapolis-St. Paul Plumbing, Heating, and Air, and I would like a refund of the $69.

Desired Settlement: I would like my $69 refunded. I hope there is some way to stop this scam from taking advantage of other homeowners who are naive about furnaces.

Business Response: Initial Business Response /* (1000, 5, 2015/02/04) */ I talked to Mr. *****, and happily agreed to send him a $69.00 refund.

2/3/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Tech missdiagnosed improperly repaired furnace causing a fire and gas leak at my home. 2nd tech unable to repair. Manager ok refund&repair payment Tech ************** miss diagnosed furnace problem and improperly installed fuel supply causing a fire and gas leak at my home. Manager sent out another tech 3 hours late @ 10:30pm whom was unable to do anything. Manager ****** OK'd refund and payment to second company to repair damage/improper installation caused by *****. ******* repaired damage and properly installed fuel supply. At this point the exact same problem remained. The real problem was the internal temp regulation. ******* repaired issue and furnace has been running fine. I submitted the bills for repairing the damage and improper installation only. ************* declined to pay for repair to damaged/ improper installation as previously agreed upon.

Desired Settlement: I want them to pay for the damage and proper installation ($600.00) as previously agreed upon.

Business Response: Initial Business Response /* (1000, 5, 2015/01/23) */ I have approved a refund of $600.00 per customers request to be sent out today. I left a message on customers phone as to my decision.

1/21/2015 Problems with Product/Service | Read Complaint Details

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Complaint: Furnace service technician, falsely claiming a serious exchange problem with furnace, shut it down and only at a cost could it be restarted. We have a 3 yr prepaid service agreement with MSP Plumbing on our furnace and air conditioner. Our furnace is a Bryant 90i installed in 2000. On December 26 the technician from MSP Plumbing performed a seasonal maintenance check on the furnace and upon completion requested a meeting with my wife and I. His opening comment was "I hope you are not going to shoot the messenger."and then proceeded to inform us that there was a serious breech in the exchanger. He then brought out his tablet which displayed a listing of various options for fixing the problem. These modules ranged in cost from a high of $11000.00 to a low of $4000.00. When I started to question the validity of his diagnosis, he then informed us that he had "shut off" the furnace because of potential safety issues and that until the needed repairs were done, the furnace had to remain off. My wife and I were obviously not pleased with this since we are both over the age of 65 and the weather forecast was for below zero readings for the coming weeks. We both felt that we were being blackmailed by a technician who was not providing verifiable backup for his diagnosis. He did not at any time offer to show me any cracks in the exchanger. He did not show me his readings when testing for carbon monoxide from the furnace exhaust. He did not indicate any abnormalities with the gas flame which would also provide evidence of exchanger flaws. Prior to meeting with my wife and I he had completely reassembled the furnace which would not make sense if, as he indicated, there were major repairs required. Since my wife and I do not like being blackmailed in our own home, we requested that he terminate his visit and leave. 2 days later we contacted another heating contractor to confirm whether or not the claim made by MSP Plumbing was accurate. This new technician performed a thorough inspection of our furnace and found no heat exchanger cracks and also did a carbon monoxide reading which indicated a normal range of CO. I was present when this new technician did this work and he allowed me to observe his work at the same time. This new technician also said that if there were serious defects in the heat exchanger he would also have been required to turn off my furnace for safety reasons. This was not necessary. The cost to my wife and I for this followup service was $324.08. This additional cost to us occurred because of what we felt was a conscious misrepresentation of an unnecessary repair. The dictionary defines fraud as a deliberate deception for an unfair gain. We are hoping this was not deliberate. We request that MSP Plumbing compensate my wife and I the $324.08 that we had to spend to verify that there was no problem with our furnace. We also request that the 3 yr service agreement with MSP Plumbing be terminated and that we be refunded the pro rated balance remaining on the prepaid contract.

Desired Settlement: As stated above, we are requesting $324.08 and a pro rated refund that remains on the balance of a prepaid 3 yr contract.

Business Response: Initial Business Response /* (1000, 5, 2015/01/15) */ I spoke at length with **********. We are happy to provide a refund per their request. Refund total was $571.58. I explained to ********** that our relationship, and their safety was more important than anything. I explained how our Service Experts are more experienced in heat exchanger faults, than other companies, and offered to meet the other company at their home to show ********** and **** where the faults were. ********** said she would call me back when **** came home from hospital.

12/18/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: They tried to sell services that were not needed, overcharged on services, and have refused to provide information requested or respond to complaints. In April 2014, I scheduled a maintenance check of our furnace under my service plan. They stated that the heat exchanger was bad and the control panel was inefficient and gave an oral estimate of $2,000. He did not red tag the furnace which is typically done because of carbon monoxide. I asked for an estimate for duct work, which he estimated at $3,000. Based on the estimate, I signed up for a new service plan to obtain the 10% off. I paid $198.00 for the service plan on our Discover card, charged on April 17. No information on the maintenance check or written estimate was given. To date, despite many requests, I have never received any paperwork or estimates from this visit. On May 22 and May 26 we left a messages. On May 29, my husband talked the service person and requested a written quote. On June 9, 2014 we called again. In June I again asked for the estimate and set up an air conditioner maintenance check under the service plan. The original service person came on June 23, 2014 and was to give the requested estimate. I told him the furnace was under warranty. He did not reduce his original oral estimate. I again requested a written estimate and paperwork and was told I would get it in one week. We did not. We again asked for the estimate in August. On August 8, 2014, we had a plumbing maintenance visit and requested the estimate again. The technician replaced the anode rod on the water heater. He charged $486 on our Discovery card on August 8 and did not give us the 10% off for having the service plan. Since his visit and the water heater has been leaking and has been replaced at a large cost. In obtaining estimates for a new water heater, we received an estimate to change the anode rod. That estimate was $200.00. The cost of an anode rod is typically around $30.00. In mid September I called for the paperwork and receipts from the visits and a written estimate. On September 16, 2014, I called again. They only had was the plumbing receipt, which she was to email. It wasn't done. On the 17th I emailed my request for the paperwork. She sent the receipt for the plumbing work and stated she was working on getting the other documents. I have not received anything else. I then contacted a separate heating company. They contacted Carrier and determined that our furnace was under warranty for both labor and parts if the heat exchanger needed to be replaced. The total cost to us would be $80.00. I paid this new company $98.00 to come and assess the heat exchangers. Everything checked out ok and no work needed to be done. MSP tried to charge us $2,000 for unnecessary work, which persuaded us to buy the service plan for $198.00. The website states, "You get a fair upfront price before we start working" and "You get a 100% Satisfaction Guarantee on all of our work." We received neither. The service plan brochure also states that there is a "100% money-back satisfaction guarantee in writing." I sent a letter on October 1 detailing the items above and asking for a response. I have not received any. They attempt to sell services that are not needed, trap people with the service plan, and highly inflate the price. We have not received any value from the service plan, were given faulty information, were overcharged $286 for the plumbing work, and they have not followed through with any of the promises to provide us with an estimate for the furnace work - presumably because the claim the heat exchangers needed replaced was fraudulent. Given the 100% customer satisfaction guarantee, I am requesting that the following amounts be credited to our Discover card: $286 overcharge for the anode replacement; $66 for the service plan (for the furnace maintenance check left on the plan that we do not intend to use), and the $98 dollars we had to pay someone else to re-inspect the furnace. If they adhere to the representations they make, this is a fair resolution that pays them for the work done.

Desired Settlement: I am requesting that the following amounts be credited to our Discover card: $286 overcharge for the anode replacement; $66 for the service plan (for the furnace maintenance check left on the plan that we do not intend to use), and the $98 dollars we had to pay someone else to re-inspect the furnace.

Business Response: Initial Business Response /* (1000, 5, 2014/12/10) */ Thank you for your feedback. We will take action to improve the communication with our customers to make sure that future requests are met. We are happy to honor our 100% satisfaction guarantee and send you the requested refund of $450.00.

12/16/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: We got a AC unit installed in May of 2009 and I need a copy of the invoice. I have called several times to request this with basically no response. We got a AC unit installed in May 2009. On July 30th I called them to request a copy of the invoice for this service. I was told that they had that information in storage and would have to find it and they would contact me when they did. I waited for a week and heard nothing. I called back again. Heard the same. Over the next 2 months I called 6 more times only to get the same run around response every time. I need this document to file a claim and I expressed this in several of my calls.

Desired Settlement: A copy of my invoice from the installation of A/C in May 2009

Business Response: Initial Business Response /* (1000, 11, 2014/12/04) */ *****- We apologize but the file you are asking for is not in our possession. We transfer computer systems and in that transfer, some digital files we lost. If there is something we can do, we would love to do that for you. ****

10/14/2014 Problems with Product/Service | Read Complaint Details

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Complaint: Customer service rep used false pricing and when plumber arrived a different price was given. Bait and switch. I contact the company via e-mail to get a price quote for inspecting my leaking toilet and replacing a wax ring (which I believed was the problem). I received an e-mail from a Customer Service rep saying that a leaky toilet was a pesky problem but they had a toilet tune up special for $29. Once the plumber came out and confirmed the wax ring was the problem he then informed us that it would be $612.00 to replace (a job that takes 15min and an item that costs $3!!). We asked exactly what the quote of $29 was for and was told that was just to check out the toilet. I was lied to when asking for a quote and would not have wasted my time and my $29 on this company when the pricing is outrageous. I was lied to, in order to commit to them and then they switched pricing.

Desired Settlement: I just want the money back I paid for a service that was not provided. My toilet was in the exact same shape it was in before the company arrived. I was flat out lied to about a price estimate. I fully understand that you can't ensure an estimate is exactly the amount due for services but $29 is nowhere near $612.00!!

Business Response: Initial Business Response /* (1000, 12, 2014/10/14) */ Thank you for sharing your concerns. We are more than happy to refund you the $29 because you were not 100% satisfied with the service provided. Thank you for the opportunity to serve you. Sincerely, ********* General Manager

8/28/2014 Advertising/Sales Issues | Read Complaint Details

Additional Notes

Complaint: this comp. replaced a approx. 18in.long 3in. exhaust pipe to a 4in.piece.and replaced 2 gas line shut off valves. which cost about 20.00 total. and it all of 45mn. to do the job. they charged me 956.00 which even today is absurd!! Product_Or_Service: alum.exhaust pipe, 2 gas line shut off valves Order_Number: invoice #******

Desired Settlement: DesiredSettlementID: Refund I think they should reimburse me at least half.

Business Response: Initial Business Response /* (1000, 5, 2014/08/25) */ Thank you for sharing your experience. We are happy too honor your request to provide you 100% customer satisfaction. Initial Consumer Rebuttal /* (3000, 7, 2014/08/26) */ Per a phone call from the customer, he stated that he has not been contacted by the company yet and would like to know what they are going to do about the complaint (as they response received does not specify that). Final Business Response /* (4000, 9, 2014/08/28) */ We have processed a 50% refund as requested. Customer will either be refunded by check received via mail.

8/5/2014 Problems with Product/Service | Read Complaint Details

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Complaint: Estimate over phone was 89$ for clearing kitchen sink clog and 350 $ when plumber came When I called company and explain that I need clearing kitchen sink clog I asked how much is that going to cost. Answer was 89$. When plumber came he told me that I have to pay 89 $ for visit ( he just looked in the sink and saw water) or pay 350$ to clear my clog. I felt blackmailed and pay 350 $ and explained to plumber that I fill that they are deceiving people. He sad he is just technician . I choose company because of BBB but I consider this company to be very dishonest and fell I should warn everybody.

Desired Settlement: I would like to be refunded difference in original estimate and what I ended paying

Business Response: Initial Business Response /* (1000, 8, 2014/07/11) */ We apologize for the confusion between what we told you and what you heard. It is our intention to always communicate effectively with our customers. This is the first time this has come up but it is still something we take very seriously. After reviewing the recorded conversation between you and the team member who scheduled the call, we found that it was explained clearly that the $88 was a dispatch fee and the service work would be additional. We are interested in resolving this. Please provide us an alternative to your original resolution request and we will have this situation resolved. Initial Consumer Rebuttal /* (3000, 10, 2014/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will like to hear the recorded conversation with neutral party and if I misunderstood or did not hear part of the conversation I will accept your explanation. I still think my question was straight and dispatcher responded that only 89 $ is charge to solve problem.***************** Final Business Response /* (4000, 16, 2014/08/04) */ We did not charge the customer anything for the work completed. They did not pay anything. Please accept the resolution: we completed the work and it cost $0.00. Thank you! Final Consumer Response /* (3000, 14, 2014/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) My specific question to the representative was: how much will it cost to unplug my sink? The response was "$89 or $88." She never mentioned paying for the visit. If she said that they charge for the visit I would have asked more questions. I knew that the problem could be fixed if they use a snake on our kitchen line and they could do that from our unfinished basement. I would still like an independent review of that recorded phone conversation.

6/27/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Cut off water flow to toilet, broke off some tiles for my bathroom floor, & left w/o a functioning toilet, & charged me $88, for coming out. I'm too tired to elaborate, but I still must go downstairs to the basement to use other toilet. I have Multiple Sclerosis, with a bladder incontinence issue, and I'm concerned that he left me with more problems than I had previously had. And I paid this for $88.00 (truck charge). This has been my situation since 4-15-14, when ************* (MSP Plumbing & Heating)visited in response to my call for a toilet on the verge of overflowing.

Desired Settlement: Refund the truck charge of $88.00. (I'll go elsewhere for a new toilet & tile flooring.)

Business Response: Initial Business Response /* (1000, 5, 2014/05/08) */ **** We are very sorry to hear that we did not exceed your expectations and we are willing to do whatever it takes to fulfill our obligation of delivery the best service in town. We are more than happy to refund you the $88 and if there is anything else we can do for you, please let us know. Sincerely, MSP Consumer Response /* (3000, 16, 2014/06/03) */ Per a phone call from the customer, she indicated that she has not been refunded the promised $88. Please respond to the BBB regarding those concerns. Business Response /* (4000, 18, 2014/06/03) */ we already refunded the credit card at the time of the last complaint about this service. Consumer Response /* (3000, 20, 2014/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called VISA and they said that they have not received information of an $88 credit to my account from MPLS/St.Paul Plumbing, Heating, & Air yet. VISA's records show that I paid $88. on 4-15-14, but there is no record of the business crediting my account yet. I await the next Visa statement to see if the promised credit will be applied by MPLS/St.Paul Plumbing, Heating, & Air to my VISA statement.************** Consumer Response /* (4200, 24, 2014/06/24) */ Today is Monday, 6-23-14, and I received my VISA statement, but, again, there is no credit indicating that Mpls St. Paul Plumbing, Heating, & Air would refund my $88 that I paid (truck charge?) & that they promised to refund because they left me without a toilet & said that I need to get new flooring before they will sell me a new toilet. I am still using a potty chair upstairs. The last response I got from the business is that they already refunded my $88. But my VISA statements & the VISA staff said that there is no evidence of a credit for $88 from Mpls St. Paul Plumbing, Heating, & Air. The business should show documentation that they paid this back, because I don't see it. Business Response /* (4000, 26, 2014/06/25) */ We refunded her card on 5/8/14 but we just found out that the card we have on file is expired so the refund did not process. We are cutting a check today to mail out to her this week. Business Response /* (2000, 28, 2014/06/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I trust that the business is sending me a check for $88. I'll feel better if I receive this check in the coming days. Thank you. **************

3/21/2014 Delivery Issues | Read Complaint Details

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Complaint: Minneapolis St. Paul Plumbing and heating. Big rip off company. Read below. I am a Minnesota licensed building contractor (Triple R contractor -MN license **********). I have been dealing with so many subcontractors over the years, but have never come across such a rip-off company like the "Minneapolis St. Paul Plumbing and Heating". It all started back in August, 2013 when I called them to estimate the repairs on two of my furnaces. When the contractor arrived he told me that both furnaces in my duplex need to be replaced and that he will not repair them until they are brought up to compliance with city codes. I hesitated but then agreed to replace both furnaces for a total cost of $8,005 plus taxes with the agreement that everything were to be brought up to code and signoff by the city inspector. When the inspector came to inspect the work, he did not pass it. He then wrote a letter to the contractor project manager (**********) with list of items to be corrected. They did correct some minor items on the list but not the major one such as ductwork insulation/ wrap. I was then contacted by ********** saying that the rest of the violation codes were not part of the agreement and that I should have pointed out initially. His statement didn't sit well with me...Then I asked him, are you expecting a homeowner to know heating code? Who's the heating professional? He didn't answer my question and still refused to do anything about it. This disagreement going back and forth, which in turn delayed the whole process. Later that week, one of his workers called me and offered to correct the ductwork for another $8,000. Wow...I thought to myself, how much is a roll of insulation these days? So, I checked with some of the supplier and found out that a 5' 50 feet long insulation roll only cost about $30. I figured it can't be more then $200 to do both of the furnaces. So, they were going to charge me $7,800 labor for a 4-5 hours job. Clearly they are trying to rip me off. The funny thing is that they are trying rip-off a licensed building contractor that knows a lot about home repairs. I can't imagine what kind of estimate they'll give for a little old lady or less fortunate people that doesn't know anything about home repair. Big company like this should not take advantage of innocent people. They should a shame of themselves.

Desired Settlement: You did not complete the job. Your work did not pass city code inspection. Also, you have delayed the repair process for over two months. The correction list was sent out by the inspector ************ on August 28th 2013. Still today January 6th, the issues stands. I want my refund minus materials.

Business Response: Initial Business Response /* (1000, 5, 2014/01/07) */ Thank you for sharing your concerns. We apologize that you are not happy with our services and we are more than happy to reimburse you for the materials you bought to finish the work that the inspector requested. Please mail us the receipts and the address that we should send the check. Again, we appreciate you sharing your concerns with us and we are happy to resolve. Sincerly, ********* Final Consumer Response /* (3000, 11, 2014/01/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) So, you are saying a passed check-off by the city of St.Paul inspector is "not" a part of the scope for a new furnace installation? You're saying the city laws and regulations doesn't apply to your company? The inspector himself wrote you a correction letter and you ignore it and try to make homeowner pay $8,000 for insulation installation. When others are charging $1,500 or less. Final Business Response /* (4000, 13, 2014/01/10) */ *******- I spoke to you on the phone this evening on 1/10/14 and offered you $500 to show you the type if company we are---we are the type of company that stands up for what is right and takes care of our customers. The $500 is offered to you to assist you in offsetting the costs that you incurred. These costs were not part of the scope of work we bid for you. The work you were required by the inspector to complete was to bring the rental property you own up to code. The work we were paid by you to do was simply replace the (2) furnaces. It is clearly stated in the contract that this was what we were to do and it is successfully completed. Our offer of $500 stand for you to accept. Please contact me if you are interested.

3/18/2014 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: Service Technician lied about what was wrong with the boiler and tried to sell us a $17,000 boiler/service when only a $20 thermostat was needed. On February 27, 2014 we contacted Minneapolis Saint Paul Plumbing Heating and Air for a service call to our boiler. The service technician arrived and we communicated that we believed there might be a thermostat issue because we could get the boiler to turn on by bypassing the thermostat, but the thermostat would not keep it running. Prior to his arrival, we tried to install a new thermostat, which we showed the technician. After some inspection of the system he informed us that the gas valve and aquastat controller on the boiler were bad and needed to be replaced. He informed us that it was nearly 'impossible' to get a the replacement valve because the boiler was so old, and that if we found it we should promptly turn around and sell it for '$4,000 because they are that hard to find'. Upon which, he concluded that the entire boiler system would need to be replaced and brought up to code with a total cost estimate of more than $17,000. I asked him if he could email me the estimate, and he informed me that the 'new technology just couldn't support that' as he read me the information from his iPad. Once I informed him that we would need to consider it, he promptly took my $200 for the service call, processed my credit card on the device, and then stated that he would email me a copy of my receipt. Once he left we turned to Google and began researching immediately. We quickly found the replacement parts, that he indicated were obsolete, carried locally at several suppliers in the twin cities and cost a couple hundred dollars. Fearing the worst, we also researched the cost of a new boiler and found that they were roughly a quarter of the price quoted to us by the technician. Equipped with this information, the next morning we solicited the help of an alternative company only to be told that it was likely a thermostat issue (as we had originally suspected) and that a millivolt thermostat would likely solve the problem. Of course, since we are not boiler people we did not know there were different types of thermostats. However, the technician surely should have been aware, and realized that the new thermostat we showed him was NOT a millivolt thermostat (thus would not fix our problem). After more than 24 hours without heat, in negative temperatures, it turns out that the only problem was in fact the thermostat. We replaced it, for a grand total of $20 (a far cry from the more than $17,000 quote). There is nothing wrong with our boiler - no other parts (including the gas valve) need to be replaced. I'm fairly certain your technician knew as much.

Desired Settlement: At a minimum, I would like a refund of the $200 that was charged to me for the service call. I also would like you to figure out how, from a business perspective, you prevent this from happening again. It was a high of negative one that day - 15 below that night. The technician left us, literally in the cold, knowing that there was a simple solution.

Business Response: Initial Business Response /* (1000, 8, 2014/03/17) */ Thank you very much for bringing this to our attention. We greatly appreciate the time you spent and we have already refunded you the $200. We also put a $100 credit on your account for a free tune-up in the future so we can show you the level of service you will receive working with us in the future. Again, thank you for your patience. Sincerely, ********* Service Manager

1/3/2014 Delivery Issues | Read Complaint Details

Additional Notes

Complaint: My furnace went out last week on Thursday, December 12th so I contacted Minneapolis Saint Paul Plumbing-Heating-Air. The technician ************ - came out early the next morning. After a brief inspection of the furnace, he informed me the control board had shorted out and the thermostat was not functioning properly. Obviously, I needed heat the temperature in the house was down to 55 degrees - so I approve the repair. The cost including parts and labor totaled $930 and the time to diagnosis/install was ~ 2hours. The good news is that the furnace was repaired and is working. That evening, I was discussing the incident with a friend who informed me I had probably been over-charged. I decided to investigate and was shocked to discover that the retail cost not wholesale cost of the parts was $211.85 which meant I had paid $718.15 in labor costs. While I understand that a business needs to turn a profit, these charges represented an hourly rate of over $350 which was beyond ridiculous in my estimation. Obviously concerned and not very happy, I contacted the company first thing Monday morning to see if some sort of mistake had been made and a partial refund could be arranged. I was told I needed to talk to *********, the general manager who was not available but he would get back to me later that day. This did not happen.When he did contact me on 12/20 I got the feeling he couldn't care less. Product_Or_Service: Furnace repair

Desired Settlement: DesiredSettlementID: Refund Due to the outrageous labor rate that was charged I'd expect a refund of $200. This still allows them to charge the flagrant rate of $250 an hour but they probably feel that's acceptable.

Business Response: Initial Business Response /* (1000, 5, 2013/12/28) */ Mrs. *******, We appreciate you letting us know that you weren't 100% satisfied with our service. We are dedicated to the best service in town and guarantee it. We are more than happy to meet your request of a $200 refund and we are willing to increase that refund amout to $250 to show our appreciation. We look forward to the opportunity to service you in the future. ********** General Manager

Customer Review(s)

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Customer Reviews Summary

227 Customer Reviews on Minneapolis Saint Paul Plumbing Heating & Air
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