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:06/25/2025

  Type:Service or Repair 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.

  Stack came out to install a new furnace in February 2025. They charged us $6,589 for the new furnace. They advertised quality installation and years of experience installing directly on proposal. When summer came around the A/C connected to the new furnace would not come on. We called Stack to come out and repair the AC at 8am - they did not return our call until 230pm on a 90-degree day. I did not know the issue had anything to do with new furnace install. I was told they had 100 VMs and couldn't get to calling us back before then. We have two young daughters (2 and 1) so this was an urgent repair for us. By the time they called back, we had already booked another company ******** (who is great) to come out. They informed us that the furnace was installed wrong. We were charged $400 by ******** to fix an install mistake by Stack. I called Stack and asked them to cover the invoice. She repeated the same thing on the phone 100 times saying they couldn't verify the furnace was installed wrong even though I have an invoice with details on exactly how it was installed wrong (details below). She should be fired. She repeatedly implied the other company Westland must be lying about the install issue. I would like Stack to cover this invoice.
  
  
  Westland invoice notes:
  Arrived to customer saying the outdoor AC unit was not running, spoke to customer. Found out that stack recently replaced their
  indoor carrier communicating furnace within ***** and installed a nest thermostat, checked operation. Found that the y and c
  wire outside were jumped together which was causing the unit to short out and below the internal 3 amp fuse, then use a little
  popper on that fuse tested. Operations happened again, checked the overall outdoor unit wiring and found that it was not wired
  properly. The outdoor control board did not have power to it. It did not have it r wired in the y2 was not wired in as well. Corrected
  the wiring issues outside. Put the unit back together.

  

  Business Response

  Date: 06/26/2025

  We will pay for the repair to the equipment.  We have tried to reach out to Mr. *********** three times since that phone call took place.  Once on the 25th before he filed the complaint to the BBB and twice on the 26th.  We have not heard back from him.  We will mail him a check to cover the expense.   

  June 25th was an extremely hot day and our office was inundated with emails and phone calls and we were not able to get to everyone that day.  We do apologize for that and understand that he had to call another company.