Complaints

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• Initial Complaint

  Date:04/24/2025

  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.

   
  Complaint: 23242861
  
  I am rejecting this response because the business is doubling down on its misleading practices by making false statements.  Consumers should have this information to evaluate whether they want to do business with this company.  

  The company representative states that:   "material price increases and updates to code requirements" caused the quote to increase.   That is false and misleading, and I do not understand why the company would misrepresent the facts in its response rather than own up to employee misconduct, unless the company itself encourages this unfair and fraudulent business practice. 

  The quote more than doubled because the first quote omitted necessary elements of the system in order to keep the price low and "hook" an unsuspecting buyer.  That isn't just a guess by me, the company's sales representative *admitted* that. In preparing the first quote she told me she was an expert in designing such heating systems and was very enthusiastic about that work.  When she returned to finalize the plan this "expert" said she had "forgotten" to include the components required for the system and thus it would cost nearly 2.5x the original quote.  The first quote was for a single component useless without the rest of the system. 

  In other words, this was a classic bait and switch.  The fact that company now has a VP who was not a witness to these events and did not prepare the quote respond with misdirection and false information is telling.  Consumers should be aware of this dishonesty.  They should be able to judge for themselves.  

  Sincerely,
  
  **** *********

  Business Response

  Date: 05/02/2025

  I would like to clarify a few important points regarding your estimate and our process.
  The document you received in February was an estimate only; no contract was ever signed. As noted in our standard terms, estimates are valid for 30 days from the date of issue. You reached out to revisit the estimate in April, which was beyond that 30-day period.
  Since the original estimate was provided, there have been both material price increases and updates to code requirements that directly impact the scope and cost of the project. The revised pricing you were given reflects these changes, not any oversight or error in our initial estimate.
  We always strive for transparency in our communications, and we stand by our commitment to provide fair and accurate pricing based on current costs and requirements at the time of contracting.
  Please feel free to reach out if you have any further questions or would like additional clarification.

  ***** *****

  VP of Opperations
  Phone: ************
  
  Email: *********************************************
  ***************************

  Customer Answer

  Date: 04/24/2025

  thank you for your response.  i attach the offer that I accepted and that the company then changed.