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:02/17/2025

  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.

  On January 20th, 2025, Oliver Heating and Cooling came to our house for a routine HVAC maintenance visit. During the visit, their technician informed me that the humidifier needed replaced. I asked him if it was not working properly and he said that it was, but it was just old. I informed him that I would wait until it failed and then just have it replaced as long as it was currently working properly. He said, "OK" and went about the maintenance. A short time later (maybe ***** minutes) he came to me and said that the humidifier stopped working and now it definitely needed to be replaced. I told him I was not happy about this but I needed to get the work completed as it had been extremely cold and dry. On 1/30, a different tech came and installed the new humidifier but it still was not working as he could not figure out the controls. On 2/1 a 3rd tech came and wired up the controls. When he left, he said it was working. It was not. The next day, my wife determined that the water had been shut off to the unit and never turned back on.Oliver sent me an invoice for $2,264.40 for the new humidifier. I don't feel I should be responsible for this as my system was working fine before they showed up. If their work caused it to break, they should be liable for corrective measures.I've called their office multiple times to resolve and have a very hard time getting a response. Finally, the service manager indicated that he could give me 10% off. 10%!?? I declined. I politely told him that I would appeal to the BBB for assistance in resolving the outstanding invoice. He said he would have the owner call me immediately. The owner did not. Any assistance you can provide in resolving this matter is appreciated. I have never reached out to the BBB before and I always pay bills on time. I feel wronged in this instance.

  Customer Answer

  Date: 02/20/2025

  The company reached out to me and we resolved the issue.  No further action needed.  Thank you.

  

  Business Response

  Date: 02/20/2025

  The service manager and the customer spoke last night and came to an agreement of payment.

  This is resolved.  

  Let us know if the customer says otherwise.

  Thank you,

  *****

  Customer Answer

  Date: 02/20/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *******
  
  

• Initial Complaint

  Date:11/16/2024

  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.

  ****** plumbing is charging for unsolicited services. See attachment for bill which says we answered doorbell via ring camera. No services rendered. This attachment is charging $210 for this service and earlier this year they charged $165 which we forced to pay.

  

  Business Response

  Date: 11/21/2024

  The Property Manager which is Penco called in a leak in a wall to Oliver.  It was determined it was coming from unit 704. We billed ************** ***************** to send our technician out. We are owed this money to us from Penco.  They must have billed the customer.  He will have to put his complaint in with them. ***** owes us for this invoice, the customer owes Penco.

   

   

  

  Business Response

  Date: 11/21/2024

  
  
  The Property Manager which is Penco called in a leak in a wall to Oliver.  It was determined it was coming from unit 704. We billed ************** ***************** to send our technician out. We are owed this money to us from Penco.  They must have billed the customer.  He will have to put his complaint in with them. ***** owes us for this invoice, the customer owes Penco.
  
   

  Customer Answer

  Date: 11/21/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22566816
  
  I am rejecting this response because:

  The technician did not enter unit so how could the leak be determined?

  This is the second incident where a "leak" was suspected and on the first incident (charge $165) there was none. I understand that Penco, the property manager of the **** lives directly behind my unit so my recourse should be with them, but will unlikely to resolve in my favor. I'm simply requesting that future "leaks" should be at least be confirmed and if denied entry that the reporting party solely be responsible for the charge and not the *** (Penco) because I'm being billed for unsolicited services.

  For what it's worth, I resolved the issue by replacing the flapper prior to this incident.

  
  Regards,
  
  ******* ***
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 11/27/2024

  The customer is being given this bill to pay by *************************. Penco owes Oliver, not the customer.

  Thank you,

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

• Initial Complaint

  Date:10/21/2024

  Type:Order 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.

  On June 21, 2024, I met with *** *** ******* Area Sales Manager for Oliver Heating. At that time he gave me three proposals for a new furnace and air conditioning system. At the same time, I was discussing a new system with other companies. After several discussions with *** ******* we agreed on a system and signed a contract on the specifics. On july 24, 2024, the new system was installed at a cost of $29,376. One of the provisions involved a Peco rebate of $850. To dateI have received $650 of the rebate. I first notified *** ****** of the $200 rebate shortfall on August 23. Subsequent to this first notification, I notified him again on August 28, September 4, and October 4. After each of these notifications *** ****** assured me that he was aware of the shortfall and would work diligently to obtain the funds. On October 11, Mr ****** texted me and said he was still working on the rebate and he would keep me posted. At the writing of this complaint (10/21/2024), I have not heard nothing further from *** ******.The resolution I am seeking is the payment of the $200 which was included in the final contract between Oliver and me.

  

  Business Response

  Date: 10/23/2024

  We will be refunding this customer ******* their concerns over the **** rebate.

   

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

  Oliver Heathing and Cooling

   

  Customer Answer

  Date: 10/31/2024

  The resolution suggested by Oliver is acceptable. However to date, they have not made good on this proposed resolution. Ms. ******* from Oliver notified BBB that Oliver would be refunding $200.
  On October 23, Mr. *** ******, Oliver Area Sales Manager, notified me that Oliver was processing a check for $200 and it would be posted that day. 
  On October 30, I texted Mr. ****** and informed him that I had not received the check. Mr. ****** contacted me today 10/31/24 and informed me that the check went out in todays mail. 
  If and or when I receive the check, I will be satisfied.

  Customer Answer

  Date: 11/04/2024

  The vendor finally sent the promised check in the amount of $200. This action satisfies my complaint.

  ***** ******* 11/4/2024

  Customer Answer

  Date: 11/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *******
  
  

• Initial Complaint

  Date:05/17/2024

  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.

  I live in a condo and my wall is buckling and its cracking along the base of the wall, my roommate contacted the plumber since the plumber has a contract with my condo association. The name of the plumber is **** Shank someone from his company came out inspected the situation and told my roomate that he would get back in contact with us within a week to give us an estimate, that was 3 weeks ago. My roommate called and left several messages and he or his workers have yet to submit an estimate to us, also theres a good chance theres mold behind the wall. The building engineer was informed of the plumber not calling us back in theee weeks and dodging us. The maintenance worker of our building called the plumber on speaker to have him come out and he said someone would be out within a week again no one came out nor called us back. I want this company investigated because they dont have to live like this with mold in the wall.

  

  Business Response

  Date: 06/19/2024

  We went to the unit on two separate occasions at no cost to look at a fan coil unit that supplies heat and A/C to his condo. We gave the roommate a verbal estimate and told her if they would like to proceed , to let us know and we would send a written estimate and a deposit would be required to order a new unit. 

  The client wanted the condo association to take responsibility for the repairs. I am a preferred contractor that the association often refers to the owners of the units. I do not work for the condo association. I am am independent subcontractor. Each unit is individually owned, and the owners can hire any approved contractor to complete their work. They own their mechanical equipment, heating and AC unit. 

  Due to the client not wanting to take financial responsibility for the repairs or cost of repairs, I have not been able to schedule the work. The association is not responsible for the repairs ordered by condo owners. 

  Thank you for your diligence in reviewing this matter. 

• Initial Complaint

  Date:11/17/2023

  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.

  Oliver Heating and Cooling is trying to charge me an "arrival" fee of $89.99 plus at least $1000 for the annual maintenance of flushing a hot water heater. When I scheduled my appointment, I was not informed of the huge price increase. When the representative, ***************************, arrived, he informed me that the price would be $89.99 plus over $1000 to flush the hot water heater. I explained that the price had been closer to $450 previously and a more than two-fold increase was excessive. He indicated that "prices have gone up" and I asked him to check with a manager for a more reasonable price. He was not able to provide a price lower so I asked him to leave. He indicated that I would be charged the "arrival" fee. This practice is unfair to consumers. Prices should be transparent during the scheduling process and if the exact price is unknown, a range should be provided including any mandatory fees to be incurred if service is not provided.

  

  Business Response

  Date: 11/28/2023

  After looking into it the customer did not pay anything for the visit on 11/17, not even the arrival fee she said that it was “unexpected” and she wasn’t paying it.
  The tech quoted $907 which is what we charge for this job, it takes time to flush the unit and we charge appropriatly for this task.
  Looking at her history I do not see anywhere we quoted her $450 to flush the tankless.
  It may have been quoted to her back in 2019 when she had problems with her original tankless.
  We quoted for a new unit that was installed on 12/26/2019.
  We had to go back last year for a warranty issue, we don’t have any other history with her other than that.
  
  I feel that we quoted the job accurately and the tech did everything to help the customer while onsite by waiving the arrival fee.
  

  Customer Answer

  Date: 11/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business. They confirm that I will not be charged for the "arrival" fee in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **************
  

• Initial Complaint

  Date:01/11/2023

  Type:Billing 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.

  In September I called for service on my a/c. They couldn't come that night so we set up and appointment. Within an hour, I called back and cancelled the appointment. I have been getting charged $13/month since September.

  

  Business Response

  Date: 01/12/2023

  Hi ******- I  have reviewed your account, we have looked into your account, and we reached out twice to discuss the charge, but I will have a manager reach out again and have this solved for you. We can surely provide the outcome you would like. 

  

  Business Response

  Date: 01/19/2023

  This customer canceled the appointment but never said to cancel the plan. We were able to listen to the phone recording.
  
  We are refunding the $52.00 that was charged to their credit card. $ 13 per month for 4 months.
  
  The customer had the first two charges taken back from us and we were charged an extra $15 on those. They got $26 more back plus we got hit for $30 by the credit card company for the charge backs  We left the customer many messages regarding this issue and they did not call us back.
  
  This should settle things out for the customer and **********************.
  
  Seems like a misunderstanding.
  
  Thank you,
  
  ***** 
  *************************
  Customer Service Manager