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:07/15/2025

  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.

  My AC Unit is not working it runs constantly never reaching temperature if it does it wont switch off. Called Premier technicians have been out for two weeks they have replaced parts and everything. Its still not working. It is under warranty. Now they say the manager will call to talk about different options. So far not heard from them. When I call they put me on hold and never get back to me

  

  Business Response

  Date: 07/17/2025

  ** was at location yesterday and addressed customer concerns.  Found out a large, protruding box was allowing over 50% of condtioned air (hot/cold) into the furnace area.  GM addressed and checked-system is functioning at recommended specification per manufacturer.  

  

  Business Response

  Date: 07/21/2025

  Hi ******,
  
  All open items have been addressed and should be resolved. The attached pictures wouldn't fit (reduced as far as possible). Can you add them to the ****** case #********? 
  
  Thank you 
  *** ****** ||  General Manager
  O. ************  
  

  
  

• Initial Complaint

  Date:07/15/2025

  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.

  Air conditioner and furnace were installed in October 2022 by this business, Premier Heating and Air at a total cost of approximately $12,500.00, and with a 10-year warranty.The air conditioner stopped working at the end of June 2025.Premier **************************** sent a technician to my home to diagnose the problem(s) on 07/03/2025.The air conditioner was not working after the technician left my home.Premier **************************** is now refusing to fix the problem and also honor the warranty.I have left several messages and follow up calls which have mostly not been returned.

  

  Business Response

  Date: 07/17/2025

  The company had to order the part from the distributor.  The part was 10 Business days and was received 07/15/2025.  The part was installed on 7/16/2025.  No other issues were discovered. 

  Customer Answer

  Date: 07/17/2025

   
  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:07/11/2025

  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.

  Terrible service, poor follow-through, staff turn-over, and a general manager (the main salesman) who never returns calls or responds to emails. Signed contract for HVAC system, including furnace and air conditioner on 8 April 2025. Install was set for 11 April, promised -- "our best installers on this project and take the best care of you with a detailed and thoughtful install. The installation process is thorough and requires careful attention to each step involves multiple stages, including system preparation, configuration of settings, and the careful integration of all necessary components." But two of 3-man team had less than a year experience (just learning skills) and the lead, while experienced, had NEVER installed the model of AC unit purchased. He was pulled to another job early on install and did not return until late in day when job was not even close complete. Overall approach was haphazard and "seat of the pants". Project dribbled into the next week and then following week, hampered by technician availability to complete job (crew always late by 1-2+ hours or rescheduled for another day). Work mostly completed by 29 April when check for over $18,800 given to a technician. Install errors included a leaking condensate pump, a copper wire "fix" for a blown fuse (both of which needed separate repair calls to remedy) *****. HVAC is "working" but awaits final AC system check. AC runs constantly, does not keep house cool on hot days. A technician has recommended service (estimated to take 3 hours) to remove refrigerant and pressure test lines (after he added a significant amount of refrigerant to new system!). Service was scheduled for a morning, then pushed into afternoon, but no one showed up by 5:00 p.m. Calls and text messages to reschedule have not resulted in service being scheduled and no timeline given for when service will be scheduled. Past experience is service will not occur per schedule. SERVICE NOT RELIABLE OR ACCOUNTABLE.

  

  Business Response

  Date: 07/17/2025

  Company is working to schedule to be at customers house tomorrow and address the situation.  The refrigeration was contaminated twice which has caused a delay in rectifying the concern.  Refrigeration will again be reclaimed tomorrow and system should be fully functional and operational.  

  Customer Answer

  Date: 07/23/2025

   
  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:06/05/2025

  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 had premier on a subscription for maintenance of the ** and Furnace system. My ** was working fine, they came over on a Tuesday, shared there was no issues with the system. I did not turn on until Friday, when I did the entire system was broken. I called them requesting urgent service, they said they wouldnt have anyone available until Tuesday. I got another emergency company to come over and they found out the technician from Premier left my system unplugged and had inverted my ** on the electric box, connecting it to a different voltage than originally ************ entire system broke and I had to replace my HV** with a cost of $10K. Ive called Premier multiple times and they kept saying a manager would contact me which they never did, never even apologize for the issue. The only thing they did was cancel my appointment for Tuesday given that I had to have quotes and other companies come to fix the electrical during that weekend that they couldnt service me. They were recommended by a friend whos also now canceling with them given the lack of customer service.

  

  Business Response

  Date: 06/26/2025

  Good evening, 

  Please see the excerpt below provided by office staff personnel.  All calls are recorded.   

  *First contacted us on June 3, 2024, for an ** repair as the unit was not cooling.*** We had her scheduled for June 5, 2024.
  *The customer called us on 6/5/24 and cancelled the appointment (No reason was noted as to why she cancelled).
  We performed a $49 Furnace tune-up on 3/11/25 with *****, during which he sold her a 1-year membership.
  On May 6, 2025, we conducted an SM again with *****.* He noted that the capacitor was testing a bit out of spec and gave an estimate for a capacitor. She did not sign that estimate.
  *On 5/10/25, she called in and said that she turned the ** on for the first time, and it was not working. An OTP was scheduled, since we were just out there. ****advised that we should send a tech out.
  *Customer was scheduled for 5/13/25. She called on 5/12/25 and cancelled, saying she already had someone else out (an electrician).
  She spoke to ****several times on 5/12. On the last call, she mentioned that she had another company out, and they informed her that it needed to be replaced because it was leaking.

  The company does not agree with the customer's assertions.   

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23428904
  
  I am rejecting this response because:

   

  when everything stopped working, I asked for an emergency service, on 5/8 they said their first opening was 5/13. 
  they had a technician scheduled a call with me, he was 2h late for the call. When he called, we found out Davin technician forgot to plug the outdoor outlet and his response was we always forget to turn back on. 
  When I canceled the appointment on 5/12, I asked for a call with the manager, reason why multiple calls, and the manager never called me back. 
  the customer service employee, at my 3rd call, said he felt bad for me because the manager would not call me back. He suggested for me to send him personally the quotes from other companies that he was going to help me since the manager would not. 
  so I do not accept their response. 
  
  Sincerely,
  
  ********** ********

  

  Business Response

  Date: 07/17/2025

  The customer stated: "I got another emergency company to come over and they found out the technician from Premier left my system unplugged and had inverted my AC on the electric box, connecting it to a different voltage than originally specified".  Maintenance Technicians do not switch wires, they only pull disconnects to not have **** ***** when cleaning.  The inversion of the disconnect is from ON to OFF.  The maintenance technicians do not touch any other type of electrical items. The company **** had numerous personnel reach out to the customer and haven't succeeded in communication.  

• Initial Complaint

  Date:06/04/2025

  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 have been a customer of ********************** since 2022 and every year I have had a tech come out to check my AC and heating units. In 2022, the tech that came out said I need to replenish my coolant as it was low, so I paid a little over $500. I have had three different tech come each year and today the tech told me that my coolant was very low and that it was most likely due to a leak and that I would need to pay a little over $1k. I asked if this was normal and he said no, especially since my unit was only 6 years old. He went on to tell me that it could have been an inexperienced tech that they sent previously who "did not know what he was doing," that caused this. He also told me that Premier is in the process of replacing a lot of their techs due to inexperience. I have called each of my neighbors whose townhouses were built the exact same time as mine and none of them have had an issue with their AC units. I also called two other heating and air companies and they agree that this leak should not be happening with a unit of my age. I firmly believe that one of Premier's inexperienced technicians did not know what they were doing and caused this leak and I would like to be compensated for the amount it will cost to fix it.I also referred one of my friends to Premier and the tech that came to her house was extremely young and inexperienced and three days after he left, he AC unit broke and it was working properly prior to the tech arriving. As a result, she had to pay $9k for a brand new unit. There is clearly an issue with Premier and their techs and it's costing customers thousands of dollars in repairs.

  

  Business Response

  Date: 06/26/2025

  Good evening,  

  Please see the content below.  This is an excerpt from an email provided by a staff member with the company.  

  *We have visited this customer several times; she began using our services on 2022 July 29, 2022. Our first job with her was an AC repair - her system was only 2.5 years old at the time. ***** was the tech. We did a significant recharge at that time.
  *The customer has done regular maintenance with us every year since then (both furnace and AC).
  *On 6/4/25 she had a SM with *****who noted:  "Came out for a ac maintenance upon inspection found system to be low on refrigerant after talking with customer she is not happy because techs before said everything was okay I showed customer ac gauges and data plate to confirm system is low she would like a second opinion system is operational at this time".
  ******gave three estimates ranging from $510.59 to $ 1,557.69.
  *On 6/5/25, she replied to an autogenerated text from **** in Service Titan and said: "Hi ****, I have major concerns with the previous techs that have come out. The tech yesterday was wonderful. When he told me how low my coolant was, I told him that I paid $550 a few years ago to fill the coolant and that it should not be this low, especially since my AC unit is six years old. I asked him why the tech last year never said anything, and he mentioned that you all were going through an overall evaluation of your techs because many were young and inexperienced. The last two techs that came were young, and I feel like they did not properly service my AC unit. It should not be leaking. None of my neighbors have had theirs leak, and our row of townhouses was all built at the same time. I called and spoke to one of your customer service reps yesterday, and he told me "there is nothing he could do." I was appalled and let him know that that's not how you treat customers. I asked to speak to a manager or owner, and he said he would have someone call me tomorrow. However, no one did. I am highly disappointed and quite frustrated. In addition, I referred one of my close friends to you and two days after the extremely young tech serviced her ac unit, it did not turn on and she had to spend $10k for another unit. She reached out to Premier numerous times and asked for you to call her back and she has yet to receive a call. This is unacceptable. I would like to have a conversation with you about this."

  The company provided the customer with an estimate for the service(s).  There are times when a "refrigerant line" is in working order, and the next time it's reviewed, it may change due to age, weather, usage, etc.  

  The company has called and left several messages with no return calls as of June 25, 2025.    

• Initial Complaint

  Date:04/25/2025

  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.

  In January we contracted Premier to install a new furnace and A/C unit. They had to come back to install the A/C and we noticed that we continued to have to reach out to them to get them to come back. They did install the A/C unit but apparently did not test to make sure it was functional. In early April we attempted to use the A/C but found it was only blowing air. We reached out to Premier to have it looked at. A technician came out on 4/15 and told us they had installed the wrong coil. He stated he needed to speak with his manager before setting anything up. We followed up the next day to schedule it. They were scheduled for April 17th between 2-4 and did not show up. We did not receive any notification that they were delayed. Again we reached out to reschedule and were set up for 4/23 between 8-10. They did notify us that they did not have a ladder to complete the work and could not come out. We reached out that day and they offered us a date the following week. We objected and stated a team needed to be out this week. We scheduled for 4/25 between 12-4. At 2:30 we reached out to ask when the team would arrive. *** at Premier stated they were delayed and would be about 1.5 to 2 hours behind. We requested to speak with a manager and were told none were available and staff has not responded to our requests to escalate the situation. They have denied repeated attempts on our end to rectify the situation peacefully and politely.

  

  Business Response

  Date: 05/06/2025

  Good afternoon,  

  ********, I'm more than happy to reach out to address the situation.  Do you have some time tomorrow afternoon (4pm) to communicate?   

• Initial Complaint

  Date:03/08/2025

  Type:Customer Service 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.

  I would like have a final inspection completed. I have called & emailed this company multiple times to schedule a final inspection. Every response has been we will get back to you and they never do. I finally arranged a day for the inspection with Premier. That day came and went without even a phone call. The work was complete with the exception of the final inspection almost one year ago. They have been paid in full. The permit for this project has been pulled and verified by the City of ******. I have never been contacted by Premier to schedule final inspection. This is my last attempt to settle this without legal action. If this is not settled within the next 30 days I will be forced to file a complaint with the city of ****** as well as hire legal counsel to resolve this issue in court. i just want this completed plain and simple. It is up to them to contact me I have done everything I can to settle this.

  

  Business Response

  Date: 03/18/2025

  Good afternoon, 

  The permit has been pulled, what is needed is to be scheduled.  Please contact our ************ Manager at ******************************************* as the he City/County of ****** will only allow a (1) day schedule for the inspection process.  ***** will coordinate and communicate with our customer directly to get the inspections scheduled.  Thank you.  

  Customer Answer

  Date: 03/26/2025

  Hi ******,

   

  I want to inform you that I was contacted by this business and the matter is resolved.  I really appreciate the BBB assistance with this matter. Thank you.

   

  Sincerely,

  **** ******

• Initial Complaint

  Date:02/24/2025

  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.

  Premier Heating and Air installed a replacement furnace/AC unit in our home. Over time, the stucco on an exterior wall developed blistering, discoloration and started to peel off. The area involved was very close to the exhaust vent from the installed furnace. I contacted Premier and they sent a technician to inspect the issue. He told me that the exhaust vent should not have been vented to exhaust parallel to the wall, but should have been vented away from the wall. He took pictures and said he would talk to his supervisor. I repeatedly requested resolution of this and was always told it would be sent to the responsible party. In early June we secured an estimate for repainting the exterior of our home, and it included repair of the involved stucco. I again contacted Premier and was told reimbursement would not be made until the repair and painting was completed and I sent a paid invoice to them. The paid invoice was sent to Premier on October 9, 2025. Despite numerous communications from me to Premier since that time, I have not heard anything other than it would be forwarded to the responsible party. The reimbursement I am seeking is $489.00 for the damage caused by improper installation of the furnace exhaust vent by Premier.

  

  Business Response

  Date: 02/25/2025

  Good afternoon, 

  An email was sent to the customer today communicating that a check, #****, was authorized and issued for mail February 20. 2025 in the amount of $489.00 to the complainant.  

  Thank you.  

  Customer Answer

  Date: 03/05/2025

  I did receive full compensation as I had requested.  The check took over 1 week to reach me and I have now confirmed that it is a valid check.  Please close this case as is has been resolved.
  
  ******* **********
  

  
  

• Initial Complaint

  Date:08/09/2024

  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.

  I had premier heating and air replace my heating and air conditioning system. This has been years of problems including a carbon monoxide leak detected by xcel energy, and also the make up air for the unit, pulling back in carbon monoxide to our home from the exhaust as they were put to close together. After having years of problems with this system and having them out close to 10 times and three major repairs, I had another heating and air company evaluate the system and what they found was shocking. Ultimately, according to Heart Heating and Air, the system they sold me is too large for the house and they calculated the square footage to include my basement. This in turn caused major condensation inside the unit which caused flooding in the basement and caused the inside of the unit to corrode. The heat exchanger had gotten too hot and is now scorched and needs to be replaced prematurely as there was gas leaking from a crack. According to Heart Heating and Air, there is not enough air flow for this size of unit causing it to get too hot in the winter and too cold in the summer. The unit is now failing prematurely. I have left 8 messages, sent 7 text messages and had three appointments that the company no showed. I’ve asked for upper management or ownership to call me and received no calls. I cannot even get a response as this unit is not sized right for our house. I would like help with resolution.

  

  Business Response

  Date: 08/27/2024

  Customer had a system installed 07/23/2013.  From the company database there have been a total of 10 calls (excluding required maintenances) in the 11 years the customer has thad the system.  The customer also went 4.5 years between maintenance for the system (from: 10/26/2016 to 03/25/2021) which is similar to changing the oil in the car.  There were (2) repairs in 2021 which more than likely were caused by the system not being maintained.  The customer then had the proper maintenances (2 each year) in 2021 and 2022.  There wasn't any maintenance in 2023 and then in 2024 the customer states there were a multiple of issues from then inception.  In a review of the records, there have been normal repairs, but nothing that warrants a cause for concern.  In addition, the
  10 year parts and labor warranty which started on 07/23/2013, expired on 7/23/2023.  The company is willing to work wit the customer to find an equitable remedy and solution.         

  Customer Answer

  Date: 09/11/2024

  I’m not 100% sure why you closed the ticket just because the general manager was coming out to look at the unit.   You probably should have waited to see what actions they were taking to rectify the 10 years of problems.  
  
  That being said, Dan and his team were outstanding!  They took full accountability, saw the flaws in the previous installation that led to failure of the unit, including the electronic air filter shorting out and almost catching on fire.  They also realized that the electrical was never pulled from the A/C unit to the furnace which means the two stages on the furnace could never be used.  This was why my xcel bill was so high for 10 years and ultimately led to the failure of the unit.  They found the cracked heat exchanger and the leaking carbon monoxide. 
  
  After seeing what I’ve been complaining about since day one they did the right thing and put a brand new furnace in and pulled wiring so the furnace could work properly.  They also put in new sensors that would detect a water leak and shut the unit down to keep from having another flood.  The replaced the electronic air filter and put in a brand new nest thermostat all at no charge!  I could not be happier!  
  
  They really stood behind their work and made it right in the end.   I also have Dan’s personal cell phone if any other issues come up.  
  
  Thank you again!  
  
  ****
  

  
  

• Initial Complaint

  Date:07/04/2024

  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 booked a service for my old furnace only to tell me we needed a new one or could pay almost $6k to fix our old one (which was working fine). We decided to install a new heat pump and backup furnace with Premier (in November 2023) and have had nothing but issues with both of these systems. We had a technician out almost every week for the first three months. They were happy to leave us without heat for days at a time as they insisted on sending the same technician every time so we had to wait for his schedule to clear.Last week, we had a huge leak from the heat pump, ruining our walls and floor, all because they never installed a drain line into the system.We are also STILL waiting for our rebates to come in. I called both *********** and Denver Action Rebates who have not received the applications despite me chasing Premier repeatedly for this over the last few months. Now Premier are saying their heat pump does not qualify for the rebates despite them promising this to us when we agreed to go with them.There has been no offer of compensation for the days without heat or the fraudulent claims for our rebates which we were promised.Our water heater was never submitted for a permit and therefore they got away with serious safety issues. We have had two separate plumbers raise concerns, and despite us chasing Premier on this, they have not offered to fix their mistakes or safety issues. This is entirely illegal. Some of the safety issues include: 1.There is no drip pan and seems to not be any floor drainage to justify this.2.There is no TMP plumbing line. 3.The expansion tank is oriented the incorrect way and this needs to be placed upright to prevent leaks.4.The shark bite valves need replacing.5.There is no drip leg for gas.

  

  Business Response

  Date: 07/24/2024

  The company has taken care of a number of concerns with the consumer and have been to the home multiple times to address.  The water heater has been corrected by a plumber provided by the company.  The company is scheduled today, July 24, 2024 to complete the initial heat pump installation.       

  Customer Answer

  Date: 07/28/2024

   
  Complaint: 21942657
  
  I am rejecting this response because: Firstly, we paid for this system to be installed and completed in November 2023. The fact that they are only now finishing the project, 8 months later, is completely unacceptable. I have been chasing them for these 8 months, and it was only when I put in a complaint to the BBB that they offered to complete the project. Additionally, the fact that their team has been out to fix their mistakes in the installation11 times since the installation is absolutely ridiculous. 
  

  Furthermore, they have still not addressed their lies regarding the rebates we were supposed to receive that they assured us was a definite. They said the systems they would be installing all qualified for the Xcel rebates and we should receive the rebate checks shortly. After months of chasing them on this, I spoke to **** and found out that these had never even been submitted and then *** (general manager) admitted that their heat pumps do not qualify due to their inefficiency. We were assured that the heat pump would be an efficient system, but it clearly is not as it does not qualify, and when running, our solar panels do not even cover their running cost. 

  Besides for all of the hassle in chasing them to complete their project, they never pulled permits for the work, which is blatantly illegal, and left us with a water heater that had serious safety issues that were pointed out by two external plumbers. The primary and secondary drain lines of the internal unit of our heat pump were also not installed and therefore we had a big leak that had us calling them urgently to come and fix in June 2024. They have not offered to pay for the damages caused to our walls from this water leak. 

  The furnace also had a lot of issues in the middle of the winter and we were left for days without heat as they were waiting for the technician who installed the unit to become available. Again, there was no offer of compensation for this. 

  Their blatant illegal and unethical practices should be further investigated by the BBB and we will not be satisfied until this investigation has occurred and we have received a refund for the aggravation, damages, cold nights, dangerous practices and blatant lies about the rebates. 

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

  Customer Answer

  Date: 08/15/2024

  We are unable to test whether they have fixed the furnace due to the hot weather at the moment.

  Additionally, this matter has not been resolved because we have still not been paid back the rebates they promised us nor any compensation for all of the mistakes they made (some dangerous).

  They also admitted to us they hired a rogue team for our install which is why we have had so many issues. 

  

  Business Response

  Date: 09/23/2024

  The customer received approximately $2,400 discount earlier this year on their account and provided a (5) year maintenance plan, at no cost ($1,000) to the customer.  The company hired a plumbing company at no cost to the customer to re-verify and correct if here were any issues.  The company has corrected and addressed (July 2024) any and all issues from the installation and took care of any outstanding items.          

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 21942657
  
  I am rejecting this response because: the partial refund they gave me was to cover some of the rebate that was promised. It did not cover nearly the amount that was originally promised. The reason I didn't get the rebate was because Premier's supposedly efficient system was not efficient enough to qualify, showing that we were sold a system based on false information. 

  I am requesting the full amount of the rebate promised ($5700) plus compensation for all of the issues and having to chase them for 8 months to get this resolved. 

  Additionally, Premier has still not marked the job as complete and therefore, I am still awaiting a city inspection, so I do not know if these issues are resolved or our system is even safe. I called the city and they said that Premier's licence has lapsed, meaning they are completing work without the proper licencing. 

  The Better Business Bureau needs to investigate this company further. 

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

  

  Business Response

  Date: 10/18/2024

  I've responded 2xs to this report and for an unknown reason the responses are not take.  As stated numerous times to the customer the company does not promise rebates to a customer as we do not have control of the 3rd party.  In good faith, the company removed over $2,000 of the customer balance and let her know if the guidelines changed in the next 8 months, we would be happy to help with her rebate.  The rebate was no longer possible 8 months.  The company also corrected any items that was an issue.  The company has worked in transparency with the customer from the beginning.   

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 21942657
  
  I am rejecting this response because: again, it took you 8 MONTHS to complete the work and you only fixed the incorrect and unsafe installations because I complained to the Better Business Bureau. 

  **** absolutely did guarantee us the rebate as well as the efficiency of your systems which were obviously not up to par since they were not approved for the rebates in the end. Your refund of $2000 was to make up for some of the rebate we missed out on as well as for taking down the negative review I posted on ****** about your company. 
  
  Sincerely,
  
  ***** ******