Business ProfileforApollo Heating & Cooling

On May 6, 2021, BBB contacted Apollo Heating & Cooling regarding advertising claims on its website.   The business advertised a number of “Up to” Price Savings Claims, such as "SAVE UP TO $1650 OFF A NEW HOME COMFORT SYSTEM*".  According to the BBB Code of Advertising, where a savings claim (for example, “save up to 40%”) covers a group of items with a range of savings, the number of items available at the maximum savings must comprise a significant percentage, at a minimum 10%, of all the items in the offering, unless local, state or provincial law requires otherwise.  To avoid confusion or any possible deception, an advertiser should consider including a disclosure of both the minimum and maximum savings available under the offer. In such an instance, the advertiser must avoid any undue or misleading display of the maximum. 

In response, the business added an asterisk with a disclaimer at the very bottom of its Home page in small print. However, according to the BBB Code of Advertising, an asterisk may be used to impart additional information about a word or term which is not in itself inherently deceptive. The asterisk or other reference symbol must not be used as a means of contradicting or substantially changing the meaning of any advertising statement. Information referenced by asterisks must be clearly and conspicuously disclosed.  The disclaimer added by the business is not in close proximity to the claim and asterisk.  The webpage also uses an asterisk for multiple items on the Home page, such as NAME*, ADDRESS*, EMAIL*, CITY*, SERVICE REQUIRED*, FINANCING AVAILABLE*, SAVE $40*, FREE ESTIMATES ON NEW COOLING SYSTEMS*. 

The business also advertises, "SATISFACTION GUARANTEED SERVICE" on multiple pages of its website, along with a "Not a Dime Warranty - Guarantee" .  According to the BBB Code of Advertising, when using the term “warranty” or “guarantee” in product advertising, the advertiser must clearly and conspicuously include a statement that the complete details of the warranty can be seen prior to sale at the advertiser's location, viewed on the advertiser’s website or, in the case of mail or telephone order sales, made available free on written request.   Advertisers should only use “satisfaction guarantee,” “money back guarantee,” “free trial offer,” or similar representations in advertising if the seller or manufacturer refunds the full purchase price of the advertised product or service at the consumer's request. When “satisfaction guarantee” or similar representations are used in advertising, any material limitations or conditions that apply to the guarantee must be clearly and conspicuously disclosed. Sellers or manufacturers should advertise that a product or service is warranted or guaranteed only if the seller or manufacturer promptly and fully performs its obligations under the warranty or guarantee.  

On May 24, 2021, the business responded that the savings promotions were ending by the end of the month and would be replaced.  They also acknowledged the issue with their guarantee and had a potential fix which their web advertiser was testing.

The claims are still advertised on the business' website.