Complaints

This profile includes complaints for Recker & Boerger, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Recker & Boerger, Inc.

  10115 Transportation Way Cincinnati, OH 45246

• 

  Recker & Boerger, Inc.

  9347 Montgomery Road Cincinnati, OH 45242

• 

  Recker & Boerger, Inc.

  613 Ohio Pike Cincinnati, OH 45245

• 

  Recker & Boerger, Inc.

  7931 Dream St Florence, KY 41042-1801

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:10/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  June of 2022 Recker and Boerger installed a gas furnace in my home in an area with no gas line they refused to hard wire my a/c unit even though they had the capabilities.
  the should have recommended an electric furnace and hard wired the equipment.
  
  I was desperate for the a/c unit and furnace because we had neither in our upstairs and it could become unbearably hot/cold given the season. I started saving money for the furnace and a/c. When i received the quote from r/b I had not saved enough. I told him that. I called in May to schedule the installation the price went from 8781.70 to 10,780.00. I was told when you received the first quote we were desperate for the work. I was afraid the price would go up again so I moved forward.
  once the furnace and a/c where installed I was told oh sorry you need a plumber and electrician to come out to hard wire the equipment and install a gas line. This is something that should have been discussed prior to the installation. I would have switched to an electric furnace.
  When I called the company because my bedroom was freezing and the upstairs was still hot they said it was because the thermostat was in my room and I would need to sleep with my door open. We still have window units on our third floor.
  The service people have been very polite and professionally apologetic. However it appears they are accustom dealing with unhappy customers.
  
  I just want a working furnace and a/c unit that are not hazardous to my family.

  Business Response

  Date: 10/17/2022

  Hello, we are so sorry you
  are having trouble with your furnace. Customer satisfaction is very important
  to us so we feel terrible that the customer is having issues. I have taken the
  time to review the notes and speak to service technicians who installed the new
  units and that visited after several service call requests. Below are the
  details from our service.
  
  3/11/22: Customer called Recker and Boerger for a quote for
  a new HVAC system. The home was built in 1865 and was converted two family to a
  one-family.
  
  3/12/22: The next day Recker and Boerger technicians drove
  to customer’s home to assess her equipment to provide quote for replacement A/C
  and Gas Furnace as requested.  
  
  3/16/22: Quote was sent to customer to replace her 96% 80K 1
  Stage Gas Furnace and 3 TON 14 SEER Air Conditioner as requested. Customer was
  not ready to place the order at this time.
  
  5/25/22: Customer placed order and Recker and Boerger
  honored the original quote (although our unit costs and price had increased)
  because we wanted to make sure she had A/C quickly. Customer scheduled
  installation for 6/13/22
  
  6/13/22:
  Technicians arrive and replace furnace and
  air conditioner. When technicians turned on gas line they discovered that
  a previous contractor had disconnected / cut off the customer’s gas meter
  in the basement which fed the second floor. The gas
  line was not connected and the gas meter was not in place. The customer
  did not inform Recker and Boerger of this before the installation and
  there was no way of knowing until the units were installed. The same thing
  was uncovered with the existing electric which had being cut off to that
  room from a previous contractor. Recker and Boerger was not informed of
  this until the day of installation.
  Customer
  did inform technicians upon arrival that she was in process of converting
  her two-family home into a single-family home which is when they were made
  aware the previous work had been done.
  At that time the customer was informed by
  Recker and Boerger technicians that the furnace would not work until she
   hired a licensed plumber and electrician to repair the work that her
  previous contractor had done to the basement.
  The customer agreed that she would hire a
  plumber and our technicians finished the installation as agreed upon.
  
  6/16/22: customer scheduled a
  service call for the next day, 6/17
  
  6/17/22: Recker and Boerger
  technicians called the house and let the customer know they were are on the way
  and customer canceled the service call while Recker and Boerger was in-route.
  
  6/23/22: Customer called in
  for another service call and we sent a technician out the same day. Below are
  the notes from the technician from that visit:
  This
  system is running perfectly. The thermostat is in the master bed . When
  she closes the door at night  it freezes out her room and she’s
  saying upstairs is hot and the hallway. The house feels comfortable. 
  I explained that when her room’s closed and the thermostat satisfied it’s
  going to shut  off . I also explained it’s always going to be 5/10
  degrees hotter upstairs . There is one 4/10 register in the hall that’s
  about 50 feet long 10- 15 ft ceiling . Relocating the thermostat to the
  hallway would be extremely difficult. Customer is upset that when she
  shuts the door it satisfies and the upstairs gets hot. Relocating the
  t-stat would help but there’s no way to run it without running it exposed
  or having customer remove the plaster. Advised the customer again that the
  gas line needed to be connected and the electric that still needed to be
  completed in the room for the furnace to be permanently operational.
  
  10/14/22: customer called in
  for a service call and we responded the next day.
  
  10/15/22: Customer
  called into the front office and requested another technician come out. That
  service technician came to the same conclusion which was that the customer
  needed to call a plumber to properly route the gas line which had been cut by
  another service. Recker and Boerger DID NOT charge the customer for this $199
  service call. Below are the notes from the technician from that
  visit:
  Customer
  does not have heat because she did not hire plumber to repair gas line as
  advised on 6/13 and 6/23 . This house used to be a 2 family she converted
  to a single , the gas line that runs upstairs is not connected @ the meter
  and there is a ton of lines downstairs on the main trunk that are wide
  open . I advised her she will have to call a plumber to connect that and
  cap off all the open lines . The furnace is still run off an extension
  cord she never had an electrician or plumber come out like advised last
  time I was here .
  
  
  Again, we are so sorry that
  this customer had to deal with a gas line that was cut in her home from a
  previous contractor and we feel terribly that she has to hire a plumber to fix
  work that had been done by them. It is very uncommon that a gas line would be cut this way
  and it’s not something our technicians have ever encountered before or could
  have known about in advance which is why it wasn’t in the original quote.
       
  
  We
  feel strongly that we communicated this issue to the customer as soon as we
  found it and during additional visits we made to her home upon request. The
  customer agreed that they would get their electrical and plumbing repaired and
  after the customer agreed we should finish the job, we fulfilled the contact as
  agreed upon. We are still very sorry that **** is having issues and we are
  going to use ****** feedback to help us be even more clear in the future.
    
  
  NOTE: I have attached photos of the original
  furnace as well as photos of the new furnace that we hooked up to the existing
  gas line. That line was severed in the 157 year old basement which is why our
  technicians didn’t know about it until they installed the furnace and tried to
  turn on the gas. I have also included a photo of the electrical cord we had to
  use because the electric was also severed  to the room without us knowing.

  Business Response

  Date: 10/21/2022

  ***** again we are so sorry that you do not have heat. I am
  sure its very frustrating and you just want it fixed.
  
  We understand we did not offer you the resolve that you were hoping for, but we can
  assure you that our experienced technicians did everything they were supposed
  to do. I’ll try to provide even more clarification because the work is technical.
  
  Recker and Boerger sent a technician to the customer’s home to provide a sales
  estimate for a replacement gas furnace as requested. The technicians were
  not asked to provide a diagnostic on a working unit, rather to provide a quote
  to replace the old units. The home owner did not mention any issues with the
  home. If Recker and Boerger was made aware of the issues that exist in this
  customers home, we certainly would not have done any work before a licensed plumber
  and electrician had repaired the severed gas line and electric line in the basement.   
  
  When any technician visits a customer’s home to provide an
  estimate for a replacement unit there are a few things they look for.
  
  First, the old unit was a gas furnace. I have attached the
  photos of it and circled the gas line coming out of it. The existing gas line
  indicated that your home had a previously functioning unit and replacing it
  would provide you with heat.
  
  Second, all units need electricity, regardless of the type
  (Heat Pump, Electric Furnace, or Gas Furnace). In order to convert a gas
  furnace to an electric furnace, it requires $5000+ of advanced electrical
  rewiring that would include: a new electric panel in the basement which would
  have needed to be upgraded to a larger panel to support a 240 volt electric air
  handler and a 15 kilowatt heat pack. An electrician would also have needed to run
  the wires to the location of the furnace (on the second floor) so that they
  could wire them in to the new unit. This takes an incredible amount of work and
  is very expensive.
  
  No licensed and reputable HVAC technician would suggest converting to an electric furnace  because the cost is so high and, again, the broken unit was GAS
  powered.
  
  Because our technicians were not made aware by the home owner that the gas line
  had been sawed off in the basement and the electrical cut to the room, they did
  not know until they fully installed the new unit that the device would not
  work. This is very uncommon and not something any technician would know to
  check for.  
  
  We feel terribly that you have no heat, but we can assure
  you that our team did everything they were supposed to including alerting you
  as soon as they discovered the problem and letting you know that the gas line
  needs repaired before the unit would be operational. 

  Customer Answer

  Date: 11/14/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 

  Date Sent: 11/11/2022 5:14:59 PM
  The inspection was completed on the work done by r&b and was cleared. I consider this satisfactory
  
  
  
  Regards,
  
  
  
  **** ******