Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/25/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My hysband and I contacted NH **** with regard to a duct problem with one of our rooms not getting enough air conditioning and heating back in 2020. A technician by the name of ********* came and stated that we needed a new heating and air conditioning unit with higher BTU's to fix the problem. We agreed on getting the work done and financed the unit with ******** only to continue to have the issue along with multiple issues with the unit not heating properly and cooling properly. In winter 2025 the heating unit needed to be condemned due to it leaking carbon monoxide in to our home. While they fixed the heating issue due to the unit needing to be condemned. We have had issues with the air conditioning from the first year which is unfair because we had no issues with the unit that was replaced. NH **** has come to our house more dozens of times for these issues only to tell us that the issue is duct work that needs replacement (which was the initial issue) now they are telling us that the ducts are going to cost us an additional $13,500. We asked them why would we need to pay for work that should have been done to begin with because the initial issue was never addressed. Thier response is that they sent a technician out to ***** the problem and he found the issue. When we ask why wasn't this tech sent initially they stated they did not have him. We have tried working with them and they are being unreasonable and do not want to accept accountability for their mistake. The solution for us is doing the right thing by us the customer and taking care of the work without us having to incur anymore cost mind you we are still making payments in a unit we didn't need in the first place. The initial issue remains we do not get enough heating or cooling in our son's room and to be quiet ***** we don't get good air conditioning or heating throughout the home since this unit was installed. The owner had poor business practices.

  

  Business Response

  Date: 07/25/2025

  Thank you for bringing this matter to our attention. At ***********, we take customer concerns seriously and are committed to resolving any issues promptly and professionally.
  We will be dispatching our Installation Manager to your property to thoroughly review the **** system and assess the situation. Once this evaluation is completed and we have a full understanding of the circumstances, we will follow up with a more detailed response and proposed solution.
  

  We appreciate your patience.
  

  Sincerely,
  **** ****
  ****************
  

  Customer Answer

  Date: 07/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Owner sent the installation manager to patch something up not to address the concern about the original complaint the issue is still on-going with no resolve. While the installation manager is here the air conditioning unit is set to 68 degrees and the temperature in the house is 72degrees. We had to purchase a window unit to get air conditioning in the house. Please see attached photos of the thermostat and the purchased window unit. 

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *****
  
  
  
  
   
  

  

  Business Response

  Date: 07/29/2025

  Thank you for your feedback. While the existing ductwork in question was not installed by ****************, we are committed to helping find a resolution.
  **** ****, the owner of our company, will be personally scheduling a visit to perform a full review of the current ductwork system. Once the survey is completed, *** **** will provide recommendations and potential solutions based on his findings.
  We appreciate your patience and the opportunity to address your concerns.
  Sincerely,

  ** ****