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:08/30/2024

  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.

  On 8/19/2024, Peak's employee **** ***** handled a service call booked via ********** solicitation at the *********** store for furnace and air conditioning maintenance. The home and furnace and air conditioning are 3 years old and were working perfectly. I was told that my house's natural gas PSI entering the home was at double normal levels and that all of my gas appliances were at risk of damage. I had the gas company inspect the home (see photo of PSI measurement at home gas meter) and this was untrue. The same day at approximately 4:00 pm the gas PSI entering the home was measured at ***** psi. **** falsified the information, apparently in an effort to generate fear and promote future service calls.When I attempted to use the air conditioning, the fan was no longer working, nor was the furnace. The tech from ****************** noted that the gas valve to the furnace had been shut off. I discovered that the electric circuit to the furnace was also shut off at the breaker panel. The Peak tech did not inform me of either of these and the net is that they took a perfectly working furnace and air conditioner and disabled them.I paid a more trusted **** licensed provider to repair the damage that Peak did to my home and get my systems operational again. The trusted tech noted that furnace hoses had been separated to disable the system, specifically the hose for the proving switch. See photo of the disabled hoses. The home was professionally inspected by a professional inspector on 7/19/2024 who photographed the same area, where you can see the hoses were connected. At the time of the home's professional inspection on 7/19/2024, the inspector also tested that the furnace and air conditioning were operational.The net is that the Peak tech intentionally disabled my furnace for electricity, gas, and the proving switch hose and falsified information regarding the gas pressure to waste my time and money -- plus disable a working system.

  Business Response

  Date: 09/02/2024

  Due to the fact this complaint was filed on a Friday afternoon before a 3 day holiday, it has taken a little extra time to respond. We have a meeting on Tuesday, September 3rd with the employees mentioned in complaint. I will then reach out to our BBB Account Manager about how to proceed. It is worth mentioning **** *****, is a highly respected service technician at Peak Home Performance. He has 10+ years of HVAC experience and consistently receives five star ****** reviews. His work ethic along with his honesty is very much in line with our culture at ****. I will contact our BBB rep **** after meeting with the employee mentioned in complaint. Thank You - *** *******, Director of Marketing - Peak Home Performance

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22219043
  
  I am rejecting this response because:  See photographs of furnace before and after Peak tech visit, as photographed by professional / certified home inspector; Black Hills Energy tech (gas pressure entering home); and ************ repairing Peak's damage.  

  Business response has no resolution, it is only a request for additional time to research.  The results of the Peak visit are well documented with multiple photographic evidence and my own observation of my breaker panel and gas line cutoff to the furnace, together with the tech from Black Hills Energy / Gas.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 09/11/2024

  Peak Home Performance has reached out on multiple occasions to the customer,   There has been no response from customer, and that he is getting a full refund.  Thank You 

• Initial Complaint

  Date:06/21/2024

  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.

  Company continually fails to fix HVAC unit that is less than 2 years old and purchased from SOCO who Peak Home Performance bought out. We have been receiving errors on the thermostat ever since the install. Ive had Peak Home Performance out to fix the unit several times and I still receive the error. The unit is non-functional now. Ive requested to warranty the unit out and the company has been working on ordering parts for over 30 days with nothing communicated or fixed. It appears the company either did not order an advanced diagnostic part as stated by the tech ******. ****** stated they ordered the wrong part and no advanced diagnostic part even exists. ****** stated last week additional parts would be express delivered and installed this week. However, its Friday the following week and no calls or updates have been provided. We are still without a working HVAC. Please help us resolve this issue.

  Business Response

  Date: 06/24/2024

  We are working to get the tool to check unit up and see if we can get it warrantied out. we where sent the wrong tool originally and have since re ordered the tool. As far as replacing the unit that's a decision that tech support for ****** makes. If we can verify for them that the compressor is in fact bad we will be able to do a warranty replacement. I have personally reached out to find out where the diagnostic tool is and will have an update and an appt set by the end of business today. 

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21885124
  
  I am rejecting this response because: I continue to not receive responses or accurate updates from the company.  My wife and I have requested the service records multiple times (*****, *****, and ******) and each time the company representatives say you will have it today - we have confirmed the email address on file and have still not received any service records or updates as to when the part(s) are expected to arrive.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/27/2024

  we have come up with a plan  are scheduled out today 

  Customer Answer

  Date: 07/01/2024

   
  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 at this time.  
  
  Sincerely,
  *************************

• Initial Complaint

  Date:02/13/2024

  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.

  Peak hp cut down my chimney from 3 foot to less than 1 foot and it leaked and also the side of my home right where guys were climbing up there was 7 one inch to two inch cuts along roof edge. I refused to pay for 2nd heater until peak came back and installed the ******* heater I ordered not the may tag heater peak installed instead to make an extra $3,000.00. This caused installer to cut ******* because he was upset I refused to pay for 2nd heater until peak installed.******* heater I ordered. **** refuses to take responsibility for their actions and now I have $15,000.00 in ceiling water damage and mold that started growing October 19th 23 when peak hp installed heater.

  Business Response

  Date: 02/13/2024

  We have exhausted every option to make this Homeowner happy. Unfortunately many of the issues he is having are the result of a different company. Homeowner has admitted to us that he has "rewired his furnace" since we installed it. We have since been back out to fix his mistakes. We will work with him in every reasonable way, but every time we offer a resolution he changes what he wants. We have had many issues with this Homeowner and the **************** ***************** has told us to avoid having contact with him due to threats he has made towards our employees. If the BBB could mediate a resolution to this we would be happy to honor whatever decision they make. This Homeowner has caused many problems with other companies and brags that he has put 94 companies out of business. We are willing to accept any reasonable resolution to this matter. We want to make him happy but have been unsuccessful in doing that, despite many attempts.

  Customer Answer

  Date: 05/30/2024

  Please see attached document.

  Business Response

  Date: 05/31/2024

      We agreed to pay you the 2100 hundred dollars because that's how much you had asked for. We did not agree to pay that because we were responsible but to resolve this. Then you said you wanted more money and we refused based on the fact that we were not responsible for a previous company work that had removed their equipment. 

• Initial Complaint

  Date:07/17/2023

  Type:Delivery 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.

  Company continues to schedule and then reschedule warranty work on the new ** install. Currently under workmanship warranty but cant get them out to fix air vent and ceiling damage from the venting falling out of the ceiling multiple times. I have their maintenance plan that give me priority appts(within 48 hrs) but they fail to honor that. Additionally with their plan I cant get them to service the ** they installed 10 months ago because according to their scheduling purpose I am not a priority.

  Business Response

  Date: 07/20/2023

      WENT TO CUSTOMERS HOUSE AND DID FREE TUNE UP AND REINSTALLED VENT. ORDERING NEW VENS TO FOR HOMEOWNER AND WIL INSTALL WHEN HE RETURNS HOME IN 3 WEEKS.

• Initial Complaint

  Date:04/17/2023

  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.

  We were told by peak home that if the heat pump system didn't work for our home we could return it within 1 year no questions asked. We found them through *********** Our house is only set up to vent cold ac. We have a boiler for heat but we're promised more heat efficiency. 9 of 12 vents are on 2nd floor so the heat would be set to 65 on main floor and the upstairs would heat to 90 degrees. There is only one thermostat available for this system on main floor. We would close vents open windows to balance the house. ********** misrepresented the investigation into reason for return. ********** claimed I complained that my boiler was the reason I wanted to return this $22000 system. I requested a Deiken specialist to see efficiency of the heat pump to verify its not working. ********** denied return never speaking with ******* the ********** investigator. She has not returned the dozen messages I've left and has not honored the promised $2000 ********** gift card with purchase. When I finally went to the office in person at Peak the owner he said I wasn't a Peak Home customer but a ********** customer and wasn't obligated to honor any return or the promotional gift card of $2000. If thats true the salesman *************************. The owner was intimidating and aggressive. He had his entire bald head tattooed with a skull and looks like a prison inmate. When they asked me to leave several employees stood over me in a intimidating manner. I informed them I felt very uncomfortable being a veteran with PTSD my boundaries were being crossed. I asked them not to touch me multiple times. I informed them i have a tazor for self defense and i decided to leave before the situation escalated. I later received a restraining order from Peak Home Performance and have had no follow up on our case. ********** appears to be using bad hvac companies to lie to sell products they have no intention of providing once paid. We would like to at least receive the $2000. Gift card still. The return would be helpful but at this point we just want to move on with our lives. We paid to have our boiler fixed since PeakHome has ignored us to this point. We are only using ac portion of heat pump at this time.

  Business Response

  Date: 07/14/2023

      Customer has received a refund from ********** that we had filled out paperwork for customer a year ago. ********** took a long time to send rebate. it was out of our control.Customer is now happy.

• Initial Complaint

  Date:01/04/2023

  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.

  We contracted the company to install a new furnace and air conditioning unit. The workers were given specific instructions pertaining to the roofing situation. These instructions were completely ignored, which resulted in roof and carpet damage. Also, they did not completely finish the work for the furnace, and there was no explanation as to why a certain part was installed a certain way. I tried several times to resolve this with the owner, giving him ample amount of time to correct problem. Instead, the answer was for us to file their shoddy work through our insurance company, which we refused to do.

  Business Response

  Date: 07/14/2023

  Already responded to this and even uploaded to BBB. Need to close this with home owner. You can use our photos.

• Initial Complaint

  Date:12/01/2022

  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.

  Peak replaced my old furnace and installed a new air conditioning system. They reinstalled the old bypass damper while doing that. Someone pointed out to me that the manual says a bypass damper should not be used with this system. **** while fixing another problem attempted to disengage the damper but failed. I want it removed.

  Business Response

  Date: 07/14/2023

   WE HAVE REMOVED ON DEC 22 2022 PER CUSTOMER REQUEST