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:10/21/2024

  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.

  Ordered hot water heater flushing on 9/23/24. The water heater was not malfunctioning at all but I knew it was wise to flush it to reduce sediment. Tech arrived and upon first look and seeing the unit was at least 13 years old suggested we likely will need a new one. He had me sign a waiver that the flush may cause the unit to fail. After flushing he showed me the video of the sediment being flushed. He reported the pressure release valve was not working. He gave me a quote for a new valve ($400) and new unit ($2600) before leaving. Unit was working after he left. Later in the night it was not generating hot water. The breaker was not tripped upon inspection. I did some research and purchased an element and thermostat replacement kit along with some electrical monitoring equipment. Not finding an issue I read a thermostat is an easy fix to address the issue. I followed instructions and changed the top and bottom thermostats. No luck. Contacted Quality in morning and got a tech scheduled. Tech arrived and took 3 hours to diagnose and correct issue. When complete he said, “I really don’t know what I did, after messing with wires I kept wondering why I wasn’t getting 240v and then it was working.” Later that night we lost hot water again. Stayed home from work for a third day to call Quality and get another tech. No tech immediately available so they scheduled a quote with the install team for a new unit. Reluctantly agreed to a replacement unit ($2500) and it was installed same day. Team insured me it was good to go before I had to leave to run kids places. Got home 3hrs later and found no hot water. Tried to contact someone and got the AI call center message. Next morning the install manager came and assessed the breaker and replaced it. We finally had hot water. Would checking the breaker earlier have prevented us from spending $2500? They have only provided excuses and remorse but no service recovery.

  Business Response

  Date: 11/04/2024

  REFUND: John D went out on a flush and fill 09/23/24. **** has an electric water heater that was working with no issues. After the flush and fill the water heater was no longer operating properly on 09/24/24 (my gutt says John did not shut the breaker off to the tank and we took out the top element, these elements must be 100% submerged in water when they are on). **** then went and actually purchased two new elements and thermostats and installed himself to see if he could fix and I can’t be 100% sure he also did not wait till the tank was full to turn the breaker on so he may have zapped out one of his new elements. Luka then went out 09/24/24 and recommended a new water heater. Michael then went out 09/25/24 and gave an estimate for a new electric water heater. Isiah and Jaxon then installed a new water heater 9/25/24. Brad then went out 09/26/24 and found the breaker tripping and not letting 220v through. So amongst all these elements getting shorted, we took out the breaker. To ****, it looked like the breaker was the issue the whole time and I can absolutely understand why he would feel that way. **** then thought that he unnecessarily purchased a water heater. Best solution I thought was to give him the water heater for cost which resulted in the $900 credit

  Customer Answer

  Date: 11/05/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ******* ******

• Initial Complaint

  Date:03/15/2024

  Type:Customer Service 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.

  This company sent out a technician to check our furnace. That person deceived us. He said that he smelled CO2 which is odorless which in turn scared us and we left our home for fear of poisoning.I subsequently contacted the Twp.FD and they detected NO CO2 in our entire home.

  Business Response

  Date: 03/15/2024

  The customer called in for a no heat problem, of which our technician **** who has over 10 years of experience in the field, diagnosed a failed heat exchanger on 3/11/24.  When **** arrived at the furnace, he could smell Aldehyde's coming from the furnace flue, which he stated can make you sick and **** mentioned that he was getting a headache from the Aldehydes not Carbon monoxide (the customer stated it was CO2 which is incorrect it should be CO).  When he tested the flue with his combustion analyzer **** found over 3765 ppm of CO and according to the ******** ******** ********* ********* requires a vented appliance to be repaired or shut down if it is producing more than 400 ppm CO.  The customer then was concerned and spoke to his engineer friend about our technician smelling CO2) the technician was smelling aldehydes as a result of incomplete combustion and shut the furnace down due to a failed heat exchanger.  There was no deception at any point only a misunderstanding of what the technician was smelling.  Our Service manager, ***** attempted to meet with the Fire department and the homeowner however the homeowner in order to show proper combustion testing.  However the homeowner declined.  **** did make a call on 3/12/24 to discuss the issue however the customer declined.  Regardless of the issue I attempted to listen to the customers concerns, address any misunderstandings there may have been between the technician and the homeowner and the homeowner understood.  I went as far as to offer about 50% discount on a high efficiency furnace of which the customer declined.  I then offered even to refund the $99 diagnostic fee as a show of fairness and good faith of which the customer declined once again and said $100 isn’t that much money.  There is clearly a failed heat exchanger in his furnace and we did everything in our power to make things fair however nothing would satisfy this customer and find this complaint unwarranted.

  Customer Answer

  Date: 03/15/2024

  We never had the furnace running. I knew that it wasn't working properly. It was turned on when said technician arrived to inspect the unit. As long as the unit wasn't running there was NO problem with carbon monoxide which technician continuously stated.I declined having **** come out because there was no need. Our TWP FD determined that as long as the furnace wasn't running there's no reason for us to fear carbon monoxide poisoning. Also,yes the owner offered 50%off the high efficiency and I respectfully turned it down but he NEVER offered that same deal for the 80%efficiency furnace which I would've accepted. 
  
  Regards,
  ****** *******

  Business Response

  Date: 03/21/2024

  The customer had called us out to figure out why they had a furnace that was not working.  In order for us to determine cause of failure we had to turn the furnace on to properly diagnose the issue.  I am very confused by what this customer is asking he wanted us to come out to diagnose why there was a problem with the furnace in order to have heat for upcoming cold few days.  we found out why there was a problem, a failed heat exchanger, which is obvious based on the CO levels when the furnace is running, and we shut the furnace down as a result of extremely high CO levels in the flues. I provided a very large discount to an 80% furnace of which he declined as well because he stated he would only be willing to pay $2750 for a new furnace installation.  I stated that I discounted a 96% efficient furnace because he already had holes drilled in the side of his home and that it would be best to 1)Reuse the holes he had currently 2) the furnace that I offered him would be much more comfortable and energy efficient and cost less in the long run.   When I told the customer that we could not install the 80% furnace for $2750 is when he went to BBB and filed a complaint.  I professionally wished him luck and at that point became more unreasonable.  See the attached text messages. 

  Customer Answer

  Date: 03/22/2024

  Better Business Bureau:
  
  I rejected the offer because of the fact that the owner's beloved, 10yr.service tech,**** quoted me two prices which was much lower than what the owner was willing to give. See attachment..I wanted to know why he was reluctant to give me 50% off of the price that his service technician had given me. The owner said that my price of $2,750 wouldn't even cover the labor cost which means that the unit would've had to be around $7,600+. Now,what fool,would go for that? Seriously 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** *******

  Business Response

  Date: 04/05/2024

  Honestly this complaint is completely invalid.  I called and spoke to ****** and stated we could install a brand new 96% efficiency furnace for $3821.92, so I am not understanding how that price is more than what my technician quoted from the attached pictures.  Our phone call was recorded so it is on record.  It was a very generous discount of which we went out on a limb for and he was not happy with the price.   I also offered to do an 80% efficient furnace however it would still be over $3000 and was still not cheap enough for *******  It is my opinion that he was attempting to bully us into a cheaper price of which running a for profit business could not loose money on a transaction. I then responded to his extremely misleading ****** review in a professional manner and then as you see in the attached screenshot of a text message ****** sent to my personal phone, stated that "You are dead to me ************  It looks like he was able to find someone to install a furnace for $2500 of which the "company" did not pull a permit with the county.  At this point I am glad that he is not our customer.

  Customer Answer

  Date: 04/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:08/11/2023

  Type:Customer Service 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.

  Quality heating and cooling was contacted due to our AC unit going out. They were prompt with getting back to us and getting an apt that day which was great. Cody the service repair man came out and looked over our AC unit rather quickly and quoted my husband 1100 dollars to fix the issue. Cody even mentioned if we give him our socials he can run us for financing(pushing us to get the service done) my husband said we will call a family friend who is retired from this line of work and call back if this is a reasonable price. We paid him the 100 dollar service fee which we did understand to pay for the service call. After calling the family friend he explained to us that the issue was not what the guy told us it was and he was able to repair it within a few mins FOR FREE. We didn’t need any new parts just the old one needed fixed. I’m requesting the refund of the service call back because the guy quoted us and wanted us to replace something that wasn’t even the problem. So we paid him to lie to us. And I know for a fact other people have probably been scammed from this company as well. My husband has been trying to get ahold of someone from the company for a week but has gotten the run around and no one has called us back or even tried to remedy the issue.

  Business Response

  Date: 08/17/2023

  We were called out to their residence because of no cooling due to what the customer thought that the blower motor was bad and to properly repair the problem would cost $1100.  The blower motor was quoted to be replace because it was over amping and most likely would fail in the near future and to prevent a second failure the blower motor and parts were quoted.  Cody offered financing at 0% interest in order to help pay for the repair, and in order to run the zero percent financing we would need their social security numbers.  We do not just ask for socials in any part of the diagnostic in order to push for any repairs only as an option to help the customer.  From what it looks like on our end they used our service to diagnose the issue and then told their family friend to repair the problem.  Of course an individual who is no longer in the industry and who is not working would fix something for free where I am trying to run a business and need to charge for services to stay in business.   As you can see in the attached invoice we did in fact refund their service call internally and shredded their check.  And for him to say for a fact that other people have PROBABLY been "scammed" is completely off base. Our service manager did call them and left them a message with no return call from the customer.  We have shredded the check for the diagnostic fee of $99 and did not deposit the funds.