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:06/24/2025

  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 April 28, 2025, I had a scheduled ************ appointment with Fix-it 24/7 between 10:00 AM and 2:00 PM. At 10:51 AMduring the confirmed windowI received a call from ******** canceling the appointment. I had taken time off work and lost income to be available.The appointment was rescheduled for May 5, 2025. The technician who came to my home behaved unprofessionally and physically kicked my outdoor A/C condenser unit multiple times. I have video evidence of this, which I sent to Fix-it 24/7 via text.I was initially connected with a manager named **** ****. He saw the video, apologized, and said he would make it right. I never heard from him again. When I followed up, I was told by another manager, ***** ********, that **** was no longer with the **********. ******** and I discussed the situation and agreed that Fix-it 24/7 would provide two years of complimentary ********** membership and replace the damaged panels on my unit. He also agreed to send $250 for the inconveniencethough I had to follow up to receive the final $50.Shortly after, I learned that the company offers a Hero Plan that provides free HVAC services to veteransexactly what I needed. I contacted Mr. ******** and asked why I was offered the ********** instead. After several emails, he agreed that if the Hero Plan were ever discontinued, I would receive two years of ********** membership.I asked him to have the ** or owner confirm that in writing. He told me an email would be drawn up. I have yet to receive anything. Despite my multiple follow-ups, the agreement has never been ************* unit remains damaged. I have video of the technician kicking it, along with emails and texts discussing the damage and what was supposed to be done. Instead of honoring prior communication, Im now being asked repeatedly to resend information I already provided.

  

  Business Response

  Date: 07/02/2025

  We appreciate the opportunity to respond to the concerns raised by the customer regarding their experience with ********************.
  We sincerely regret the inconvenience caused by the rescheduling of the original appointment and any dissatisfaction with the technicians behavior. This matter was addressed internally, and we apologize for any frustration it may have caused.
  To resolve the situation amicably and in good faith, our management team offered compensation and a complimentary two-year ********** membership. Furthermore, we have clarified that should the Hero Plan ever be discontinued, the customer will be extended an additional two years of ********** membership as an equivalent benefit.
  We acknowledge the importance of clear communication and are committed to honoring this agreement. However, we also reserve the rightas does the customerto discontinue the business relationship at any time, should it no longer be mutually beneficial.
  We appreciate the Mr. ******* prior business and hope to bring this matter to a satisfactory close.
  
  Sincerely,
  
  ***** *.

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23514631
  
  I am rejecting this response because:

  While I appreciate their acknowledgement of the inconvenience and the intent to resolve the matter, I am still waiting for the company to follow through on the specific commitments made by their management.
  
  To clarify, I am not seeking additional compensationonly that the company honor what was originally promised:
  
  - Written confirmation from the general manager or ownership that I will receive two years of complimentary ********** membership if the ********* is ever discontinued, as previously discussed.
  - Replacement of the damaged panels on my condenser unit, which was also agreed upon.
  
  Additionally, I would like to address their statement reserving the right to discontinue the business relationship. While I understand and respect that right, I believe it is reasonable to expect that previously made commitmentsespecially those offered as a resolutionbe fulfilled in full before any such decision is exercised.
  
  I remain open to resolving this matter amicably and ask that Fix-it 24/7 follow through in good faith.
  

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

  

  Business Response

  Date: 07/14/2025

  We appreciate Mr. ******* continued engagement and the opportunity to further clarify our position.
  We acknowledge and reaffirm the commitments previously made by our management team, and we apologize for any delay in formalizing those assurances. To that end:
  
  We have provided written confirmation from management that, should the Hero Plan be discontinued, Mr. ****** will receive a complimentary two-year ********** membership as an equivalent benefit.
  We will also move forward with replacing the damaged panels on the condenser unit, as previously agreed. Our team will reach out directly to coordinate the necessary service and ensure this is handled promptly.
  
  Regarding the comment about our right to discontinue the business relationship, we agree that any prior commitments made in good faithas part of a resolutionmust be honored, regardless of future status. We remain committed to fulfilling those obligations and sincerely hope to maintain a positive relationship moving forward.
  Thank you again for your patience and for giving us the opportunity to make this right.
  Sincerely,
  Fix-it 24/7 Management Team

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23514631
  
  I am rejecting this response because:

  We appreciate the companys willingness to move forward with the agreed-upon panel replacement and the continued effort to resolve this matter.
  
  That said, two key items remain outstanding:
  
  We have not yet received written confirmation from the general manager or ownership regarding the promised two-year complimentary ********** membership in the event the Hero Plan is discontinued. While this commitment has been referenced in emails from other staff and BBB responses, it has not been formally documented as originally requested.
  We also respectfully request written assurance from management that the 10-year warranty on the condenser unit will be fully honored moving forward, especially given the prior damage and upcoming panel replacement.
  
  We are hopeful these final steps can be completed promptly so this matter may be resolved fully and in good faith.
  
  Thank you again to both Fix-it 24/7 and the BBB for facilitating this process.
  
  Sincerely,

  ***** ******

  

  Business Response

  Date: 07/24/2025

  We have sent an email to ***** ****** from our General Manager confirming he will receive 2 years of green club benefits at no charge should the ********* be discontinued. We've also communicated our plans on resolving issues with his condenser panel. 

  Customer Answer

  Date: 07/24/2025

   
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/19/2025

  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.

  Colorado Discount Plumbing and Heating installed my furnace in December 2022 and serviced it, including repairing a problem with their installation, in January 2024. I contacted them on February 18, 2025 because the furnace wasn't heating my home. They sent a rude and aggressive technician who incorrectly diagnosed the problem as a broken thermostat when in fact the problem was a dirty flame sensor. It is inexcusable and unacceptable that a licensed contractor would fail to check the flame sensor. Their incompetence cost my family a night in a cold house, and cost me a $190 thermostat. I twice tried to contact them to discuss the matter. They did not respond.

  

  Business Response

  Date: 02/20/2025

  To Whom This May Concern.

  Contact was able to be made with customer ***** ***** and we have come to a resolution. Customer is satisfied. Thank you for assisting with this resolution.

  
  

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22962611
  
  I am rejecting this response because:

  It is true the business and I agreed to terms on a resolution.  Thus far the business has not fulfilled that resolution (a refund of the credit card charge).  I waited enough time from the accepted solution to this response to ensure we weren't just waiting on credit card processing time.  My card issuer has not received a refund of this transaction.  

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

  

  Business Response

  Date: 03/05/2025

  To Whom This Might concern:

  The refund was not a card reversal. It was a check. It was sent to customer on February 20th. The check was cashed by the customer February 27th. 

• Initial Complaint

  Date:02/16/2025

  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.

  I am writing to address unresolved service issues and request a resolution. My recent experiences have been highly disappointing. I have given high marks for this company in the past, as they maintained my old furnace for several years until I had to replace it in January/February 2023. With the furnace purchase, it came with free maintenance. Then, I purchased a 50-gallon water heater and had some other plumbing work done around March 2024. I purchased what was called a green membership that put me in front of the line. I've been calling since October for furnace maintenance. Even after mentioning that I had the green membership, I was told it would be January 22. This is unacceptable. I informed them that my son, who is in the ****, would be home on leave in December and sleeps downstairs where it is quite chilly at night, thus the request for the furnace maintenance that comes with the purchase. Ok, someone would call to schedule. They did not. I have my calls and texts in history and there are none from 24/7 Fixit. I requested to be credited for the monthly fee for the "front of the line" green membership, now totaling $60 from Oct. It was canceled after the payment in January but no credit for me paying for no service. Everything is just left up in the air. The last contact I made was January 31, with a lot of apologies and understanding of my frustration, and someone would be with me asap to get that furnace maintenance scheduled and I'll be credited $60 the green membership. The lack of professionalism exhibited over the last four months compared what they used to have when I started using their services is very disappointing. The water heater was installed 3/24. Is maintenance included with the installation?? My family's comfort and well-being are affected. I request an immediate resolution and a credit .

  

  Business Response

  Date: 02/20/2025

  To Whom This May Concern:
  An attempt was made to reach the customer by Tawny Quantarrow and a voicemail was left encouraging the customer to return the call. The disputed amount has been resolved. In regard to the included maintenances the customer wants to know if a water heater installation includes future maintenance at no additional cost. It does not. We have our ********** Membership that we offer to our customers which includes four annual maintenances: Annual AC Cleaning , Annual Furnace Cleaning, Annual Electrical Panel Inspection and Annual Water Heater Flush. The customer has chosen to no longer be a ********** Member therefore there are no further maintenances included. Thank you for assistance in resolving this matter.
  

• Initial Complaint

  Date:02/10/2025

  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.

  1-3-25. Fix-it 24/7 came to my home to discuss replacing our furnace. The price was high and we asked for 24 hours to think it over. The Field Supervisor said that If we wanted the furnace we would have to agree now. He explained, then showed us all in writing, that if we found a competitor, that is licensed, with a better quote, in less than a week, then they would beat their price by $250.We did find another quote. And sent it to the Field Supervisor on 01-05-25. He said he would get back to us. He never did. After a few days i called him again. No answer.We gave him a week then I called again. He said he had been busy and "should probably check it out for us." He said he would call back within the hour. That never happened. I waited a few days and called again this time leaving a message for him to let us know what's going on because we had satisfied the requirements that he set for us. No response. It has been over a month now, and they are still not returning my calls. The made the rules. They made them tricky, probably in hopes that no one would be able to find a better price in such a short window.But we followed the rules of their "Apples to Apples" guarantee. Matching model numbers and all.They knew we needed a furnace. Being a disabled veteran with young children in our home we cant afford to have the furnice die on us again. Especially durring the winter. They knew that had happened the year prior because they replaced the blower motor for about $5,000. They took advantage of my family and charged us an exorbitant amount of money, thinking that they would just ignore us.We saved all the paperwork. Saved the email and text traffic showing when they received the competitors quote, and tracked all the phone calls if you need any further information. Don't tell me your going to call me back within the hour if your not. This is $22,648. The competitors was around $11,000. Same products. Same labor They charged us $11k for 6hrs labor

  

  Business Response

  Date: 02/19/2025

  Update with this client, we are working on a solution for both parties. The quote that was given isn't apples to apples. We have a follow up call with the client this week and will update once we have a resolution

• Initial Complaint

  Date:11/26/2024

  Type:Sales and Advertising 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 April 15th, 2023, ***** ******* from ************************** Conditioning (888) offered us four years of complimentary club membership as a condition of our **** purchase. This was three years more than the company's standard one-year offer. The **** installation was completed on April 21st, 2023. When we tried to use the club membership for maintenance recently, 888 informed us that we only had one year. Despite multiple attempts to resolve the issue with 888 and ***** *******, we have received no response.

  Customer Answer

  Date: 12/05/2024

   
  I just want you to know that the issue has been resolved as the business has agreed to provide us 3 complimentary additional years of club membership. Thank you so much for your help.
  ******** ****

  

  Business Response

  Date: 07/29/2025

  Good afternoon,

  I have read the complaint. We have no record of the promise made for the four year membership. We also have no call from the customer attempting to address this issue. In fact we were recently at the customers home on another matter and nothing was brought to our attention. The customer says we made a promise of a four year membership, so we have no problem providing a four membership and it has been done. The customer now has another two year membership. The job was done on 4/21/2023. His membership will expire 4/21/2027

  Customer Answer

  Date: 07/29/2025

   
  Better Business Bureau:
  
  This issue was resolved last year. I'm not sure why it was sent to the business again recently.  
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:11/06/2024

  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 am extremely disappointed with the service Ive received from Fix It 24/7. I recently had a brand-new AC unit, water heater, and furnace installed, which has not worked properly since day one. Ive had to reach out to them multiple times, but the furnace still isnt functioning as it should.On top of that, they installed the water heater and, in the process, cut the furnace drip line, leading to water leaking into two neighboring units. Despite knowing about this issue, they still havent inspected the other units for hidden water damage or completed repairs to restore the integrity of the concrete that was damaged by the leak.This has been an ongoing, stressful experience with ZERO accountability on their part. Im highly concerned about the potential long-term damage caused by their carelessness. I would not recommend FIX IT 24/7 based on my experience.

  

  Business Response

  Date: 11/19/2024

  When the technician was out last in January of 2024, the technician could not replicate the issue that the client was seeing on the furnace. We did let the client know that if she gave us a call while the issue was occurring, we had options to be able to troubleshoot and fix any problem that was happening. We did not receive a call for this concern again. When a technician came out to review the client's concern regarding water damage, he was able to fix the source of this issue. We are having our restoration company work on this to verify water damage and repair or replace anything that was caused by this issue. Our install manager is speaking with the client to verify that all concerns have been resolved and handled appropriately.

• Initial Complaint

  Date:10/17/2024

  Type:Sales and Advertising 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 March 27th 2023, we discovered a water intrusion in the basement on the south wall of our home. Upon investigation, it was revealed that the cement patch surrounding a waterline, which had been installed by FixIt24/7, was leaking. Fix It 24/7 was promptly notified, and an individual from FixIt24/7 was dispatched to investigate. The individual confirmed that the leak was due to the use of an incorrect type of cement in the patch, and assured us that the issue would be fixed under the guarantee of their work.Following this, the All Dry restoration team, arranged by FixIt24/7, arrived to dry out the basement and assess the damage. During their assessment, they removed furniture and throw rugs from the basement, pulled back the carpet and pad, and found extensive damage. The carpet pad was completely soaked, and the carpet itself was beyond repair. Additionally, the throw rugs were stained, and black mold had begun to grow on the underside of these rugs.Subsequently, the FixIt24/7 master plumber and his crew were on-site to rectify the cement patch and to install a sump pump to prevent future issues. While FixIt24/7 replaced the carpet in the basement, they only offered $500 as compensation for the ruined throw rugs, which are valued at $2,835. Despite providing detailed information and links to the costs of these items, Fix It 24/7 has failed to offer adequate compensation for the damages ********* is clear that had the proper materials been used initially, our basement carpet and throw rugs would not have been damaged.

  

  Business Response

  Date: 11/05/2024

  I'm working directly with the client and spoke with ***** today. We are offering $750 to make this right for the client. ***** will be sending me information regarding the rugs so that I am able to work with him directly.

  Customer Answer

  Date: 11/12/2024

  This case is still open. Fix It offered $750 and we sent the costs of the original rugs, which is $2,835. I have not gotten a response back from them, it's been about 4-5 days. Can you please re-open the case 
  
  Thanks 
  
  ***** Dunn 
  

  
  

  Customer Answer

  Date: 12/05/2024

  We did not receive $750. Since the actual cost of the rugs was around $2,840, we didn't think $750 was an adequate amount to cover the damage their sub-par work caused.

   

  Let me know if you need any other information

  

  Business Response

  Date: 01/09/2025

  Hello,

  We are sending the client a check in the full amount of $2835 for the rugs that were damaged. One of our managers are reaching out to assure that this is taken care of.

  Customer Answer

  Date: 01/14/2025

   
  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.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:10/11/2024

  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.

  5 years ago 2019 rhey installed a furnance. The furnace they did not finish there job right. Did not hook the return at all. So now we are finally having problems. We need it fixed right in order to use it rhis winter.

  

  Business Response

  Date: 11/05/2024

  We do have a technician scheduled to return tomorrow, 11/6/24, to review the work and do what it takes to make their system function.

• Initial Complaint

  Date:09/04/2024

  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.

  Fix It 24/7 has a program called ********** and they come out and check your furnace, AC, electrical and plumbing.They came out today to check/maintenance on our furnace. We have two furnaces. The one upstairs they took apart this morning, cleaned and put back. Now our air conditioner is not working. We did not have previous problems with either before they came out this morning.It is 77 degrees upstairs while my thermostat is set on 67 and the fan it continuously blowing. The house keeps getting hotter!I have called them twice and they will not connect me to a manager to speak to. The lady hungup on me and I pay $30/month for this service.All I am asking for is them to come back today and fix what they broke!Again, everything was working before they got here.I will never recommend or use them again, neither should others.Thanks ***************************

• Initial Complaint

  Date:08/20/2024

  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 was talked into a new air conditioning full house unit. I was told my old unit couldn't be serviced. It only needed servicing. The new air unit wasn't cooling and then froze up. I was told my old furnace was the problem and then talked into a new furnace to fix the problem. Now we have 50 percent humidity and it sounds like a jet engine. We are both senior Dissabled Veterans and they took advantage of us. They refuse to admit there is a problem.

  

  Business Response

  Date: 08/29/2024

  On August 21st, we sent an installer back to see what issues the client was having with their new system. It appears that the client has a misunderstanding of their system and even with guidance from a technician believes that there is an issue. If there is an issue we would be more than happy to rectify but since the system is running correctly when the technician was out, we did what we could to achieve client satisfaction.

  The following are the notes from our installers follow up with the client:

  Came out to turn the blower motor down per the client's request. When I got here, they said that I need to check the Freon because its blowing warm, humid air. This is after **** talked with them about how the ** is a dehumidifier.
  
  The client followed me to the furnace. I checked the filter, it was good. He said that nothing was working correctly and if we didnt get it working he would call another company and sue us. I asked him what wasnt working and he said everything, it has frozen several times. I asked him if it had frozen since we replaced the furnace, and he said that it must have because it (the p trap) was full of water. I explained that this is normal and good. I adjusted the blower motor speed until he was happy with the noise, and explained that lowering the speed reduces airflow which lowers cooling efficiency and increases risk of freezing. I went upstairs to lower the temp at the thermostat and confirmed with the client's wife that the new volume was acceptable, she said it was good. While I was upstairs the man came up and said that we didnt put a filter in when we installed the furnace. I told him that we had and that our filter was in the furnace when I got here. We went back down and he had placed a second filter into the filter box.
  
  I checked the charge at the condenser and found that it was a little undercharged due to the change in furnace and the adjustment to blower motor speed. I charged it back to 10 subcooling. I took temperature splits, return air was 70 and supply was 60, ambient is 76.
  
  Near the end the man said that it was too humid in the house. He claims that he has called carrier and they say its a bad unit because the humidity is high. I took a video of the condensation running into the floor drain and p trap. He believes that our unit is causing the humidity even though its physically impossible. I told him that carrier couldnt possibly diagnose that over the phone because they cant check and pressures, temperatures, voltages, or settings of the units over the phone. He told me that I dont understand anything.
  
  Subcooling, temperature splits, pressures, everything looks good. I called our install manager and went over this, he asked me to just document everything and take notes of everything to show that our bases are covered. As far as I can tell, this is a fully working system. Also, the temperature was satisfied and unit was off when I arrived.