ComplaintsforR & W Heating Energy Solutions, LLC

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I woke up on New Years Day to no heat. The breaker was tripped. I reset the breaker and still no heat. I called a different contractor to come out and look since I did not want to deal with this company again. The new company opened the cover and found that the wires were incorrectly installed and were up against the hot pipes with the refrigerant in it for heating. The heat from the pipe melted the wire causing it to arc and blast a hole in the pipe with all the refrigerant in it. I called R&W and explained the situation hoping they would at least come out and investigate. They told me that since it was more than a year since they installed it (1 year 2 months) they would charge me a service charge to come out. I explained that they wouldn't need to come out if they had properly installed it to begin with, but that didn't matter to Rick. He would not take responsibility.

  

  Business response

  01/10/2023

  While we can sympathize with Mr. ******* frustration, and are always willing to work with customers, this installation has been comprised of many moving parts since day one.
  In general, our policy regarding equipment services includes, but are not limited to the following parameters: We do not to work on equipment that another contractor is or has been working on – our installation or not, and any in-house warranties are voided if a Contractor other than ourselves touch the system. 
  We explained this policy to Mr. *****, and that we could come take a look at the issue at hand, but could not promise it would not be billable.  If it was related to our installation, we would take care of it, however because he was outside of his one year-warranty it had the potential to be billable.  This was to Mr. ******* dismay, at which point it was reiterated that in these cases, we usually will not work on the equipment, but we do stand behind our work and were willing to make an exception as long as he understood the potential for charges. 
  Had Mr. ***** called us before reaching out to another contractor, it being only two months post warranty expiration is a factor we could have taken into account and perhaps worked with him on.
  We made our offer to Mr. *****:  To perform a service call, and take full responsibility if it was as a result of our initial installation, if he would in turn accept the possibility of service charges should it be unrelated, being outside of both warranty, and equipment service policies.  Rather, Mr. ***** stated he would take to the internet with his disparages.
  Despite our best efforts, and explanations of how and why things have been done and addressed in the manner they have, we continually seem unable to clearly communicate these processes to Mr. *****.  From very early on, Mr. ***** has expressed his dissatisfaction with our services – to which point we find ourselves asking, why would he be so insistent to demand a service from us, when he has made it clear he does not like our work? 
  Given Mr. ******* repeated statements that he no longer wants to work with our company, will not continue to use our services, is unhappy with our business practices, and the consistent challenges over the course of the business relationship, it was decided best to part ways. 
  We wish Mr. ***** the best in finding a contractor that better suits his needs and requests. 

  Customer response

  01/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: When I called to tell them about the issue, the first question asked was how I knew what the issue was. I told them when I had no heat I went through the manufacturer website to find a contractor to help since it was a holiday and needed a quick response. They were more upset and concerned that I had hired another contractor than whether they had made a mistake. When the system went out I had no idea that it was from poor craftsmanship. I just thought it was something minor and was okay with finding any contractor to help. When the cover was opened the contractor found this major issue. At that point I realized it was installed incorrectly and had no choice but to contact R&W hoping they would do the right thing and at least come out to inspect to determine for themselves if it was their mistake. What I was told when I called was that they would have to charge me a service charge to come out since it was out of their 1 year warranty for workmanship. The tone used on the phone was very different than how they are trying to spin their version of the conversation for the BBB. It makes no sense that I wouldn't have agreed to allow them to come assess the damage to determine for themselves who was at fault. I was insulted that they wanted to charge me a service fee to assess an issue created by them. I've since spoken with the manufacturer and they said the photos clearly show improper installation and for that reason they would not cover any replacement or honor the warranty if I attempted to fix the issue since there would be potentially more damage. This has been verified by two other HVAC companies and an electrician. The only one denying the wires were improperly installed is the company who installed them. The only option at this point is to replace the entire unit. This is a cost of somewhere between $2,500-$3,500. I have been without this heating unit for almost 2 weeks now and have been forced to find a solution. It is easy to assume that I am just upset and an unrealistic customer; however, if you go read their reviews in other platforms you will find a very familiar pattern with other customers who have faced similar issues with this business. I am hoping that this complaint helps others from making the same mistake. 
  
  Sincerely,
  
  **** *****

  

  Business response

  01/19/2023

  We are rejecting Mr. *****’s’ response.
  We have a technician on call at all times for any afterhours emergencies, including holidays, and have always responded to Mr. ******* calls – again, he chose to find another contractor, rather than call us initially with any concerns.  Not only is Mr. ***** outside of his warranty, but he also violated our policy of other contractors touching equipment we have installed.
  That being said, we are not more concerned with the customer calling another contractor, than whether or not a mistake was made.  As previously mentioned, we offered to take full responsibility should this be an original installation issue, as long as Mr. ***** would accept the possibility that it could be billable.   When he refused, it eliminated our ability to come assess the damage and determine for ourselves the issue, and solution. 
  Based on the photos provided, there is nothing to say that a new unit is required; We would request the manufacturers claim of faulty installation.
  We are not spinning the conversation for the sake of the BBB, we are sticking to the facts.  However, Mr. ******* claims to us directly, and the review he has published on other platforms are interestingly enough, not the same as he has presented here. 
  From early on in this project, Mr. ***** has blamed us for every shortcoming that was a result of this large remodel.  As previously mentioned, this job was comprised of many moving parts; many visits over the course many months, with other contractors onsite at various stages of the project – which inevitably causes delays, complications, scheduling conflicts, etc.  Despite multiple explanations of how these types of projects come together and services rendered along the way that we did not charge for, Mr. ***** has been consistently very unhappy with anything we have done.  He has yet to be accepting of any of our advice, expertise, or suggestions, yet has always followed that which others have to say (contractor or otherwise), and then held us responsible.
  In closing, we reiterate: Our offer to take full responsibility should this be an original installation issue, was declined when the possibility of charges was presented.  From day one, Mr. ***** has not listened to or accepted anything we have had to say regarding how this project would come together in any aspect.  We wish Mr. ***** the best in finding a contractor that better suits his needs. 

  Customer response

  01/25/2023

  
  Complaint: ********
  
  I am rejecting this response because: The response from this company is self explanatory. Their first response was that I violated their policy and was outside my warranty and therefore told me they would charge me for a service call. Then they go on to state that they "offered to take full responsibility should this be an original installation issue", why would I refuse to accept such an offer? Any reasonable person would see through this response and recognize they are being dishonest. Rick, please answer this question, have you spoken with your technicians about how to properly install leads since this issue? If so, you and I both know you made a mistake and now your ego has become stronger than your business sense. As has been the case with this company from the beginning, they refuse to take responsibility for any mistakes. I have already found another fantastic company to install a new unit which cost me over $2,500, thanks to R&W. I consider this case closed with the BBB. I hope others will benefit from this information and avoid this company. 
  
  
  
  Sincerely,
  
  **** *****

  

  Business response

  01/26/2023

  We wish Mr. ***** the best with his new contractor.

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 08/07/2018 R&W Heating installed: (1) 12,000 BTU wall unit in the living room (1) 7,000 BTU wall unit in the master bedroom (1) 7,000 BTU wall unit in bedroom #1 Connected to (1) 24,000 BTU outdoor condenser (AOU24) The company was paid, through a loan, $8528.48. Once the work was completed, the units in the master and guest rooms were not cooling. R&W technicians arrived on 08/10/2018 and found the units were "miswired" and corrected the writing issues. The issue was resolved and covered under warranty. Annual ******* service and cleanings were conducted and paid for in 2019, 2020, and 2021. On 06/09/2022, the units stopped generating cold air. During a Day Service Call, the following was performed and charged: both “c” and “b” circuits freezing up, no codes, recovered charge, only recovered 1.5 lbs, factory charge is 4lb 14oz, cust has muller line sets, behind unit there is a greasy area, recharged unit with proper charge added leak dye, supply temps 48f51f1 for $1034.79 After a conversation with the owner, the cause of the leaking was manufactured defects in the line set piping (letter attached). After paying $3,099.04 on 7/26/2022 to replace the line sets, we lost cooling again that evening and found after another service call the next day, that wiring was incorrectly done, and the condenser heads swapped. During the 2nd install, dirty handprints were left on the walls, and substandard caulking was done that the homeowner had to call back the supervisor to correct. On the correction visit, the technician left mud on carpets and dirt on a bedspread. In conclusion: 4 years between major installs, the same technician did the same work with the same installation errors. I contacted the owner's customer service on multiple occasions (4 times over 3 weeks), but he has made little effort to speak to contact me. I have been trying to address these quality concerns, but he seems only interested in speaking when it is convenient to him.

  

  Business response

  08/24/2022

  We have worked for Mr. ******** since August of 2018.  We have installed new heating and cooling equipment for him and are very appreciative of his confidence in buying from us. 

  
  With that said, we have not one time been able to meet his expectations. From the first installation, there have more complaints than accolades for any job. 

  
  We make every effort to leave each jobsite as we found it.  We always use drop cloths, and even have custom floor coverings to put down to prevent drips and footprints, etc.  In this industry, dealing with oil, gases, chemicals, cleaning agents, and refrigerant; With technicians walking back and forth to their trucks for tools and materials; Maneuvering heavy, sometimes bulky equipment through unfamiliar hallways or up and down stairs - it is inevitable that there will be indiscretions from time to time. This is something that we even include in our proposals, and customers are made aware of when looking to install equipment.

  
  Mr. ******** seems very intolerant of the error we made – miswiring, but does not seem to hold himself to the same level of perfection.  See complaint, where our invoice was referenced, “…’miswired’ and corrected the writing issues.”  I do believe he made a mistake and meant “…wiring issues”.  He trusted his spell check, but did not verify it did the job correctly – which we have admittedly done, as well. 

  
  I have had many conversations with Mr. ******** trying to address his concerns and complaints over the years.  Although he seems to understand that we honestly do try our best, and he continues to choose us for his heating and cooling needs, for some reason, it appears there is always something we have done to fail him – for which we truly apologize.

  
  However, with this latest complaint and petitions for better customer service; For me to treat him like a valued customer and with his demands of when I should return his calls – the threats of what he would do if I did not call him by a certain time (of which I have called at least twice and left messages on both occasions), I come to the conclusion that there is nothing I can say or do that will make anything up to him. 

  
  I wish him luck with whoever he chooses to take care of his heating and air conditioning equipment from here.
  
  

  Sincerest Regrets,
  

  
  Rick H****

  Customer response

  08/24/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Rick H****’s response did not address my primary reason for contacting the BBB. I was concerned that major installations on an AC system were not correctly completed at my home on two occasions by the same technician.
  
  Rick did not attempt to contact me when I was available. I informed his customer service team multiple times that I could be reached at 0800, lunchtime, or after 1600 daily. Rick called me between 0830 and 1000 on the two occasions he reported.
  
  I have only complained to Rick on three occasions: After the wiring issues following the initial installation of my AC system in August 2018, after leaks were found around the master bedroom flare in June 2019, and after learning I needed to pay $3700 to replace four-year-old line sets on top of a $1000 service charge to replenish refrigerant in July 2022.
  
  I have been unsatisfied with the services rendered, and based on his response to my complaints, I will not be contacting him for service again.
  
  Sincerely,
  
  **** ********

  

  Business response

  08/25/2022

  It would seem that Mr. ******** and I finally agree; I believe the matter is concluded.
  
  Sincerest Regrets,
  Rick H****

  Customer response

  08/26/2022

  
  Better Business Bureau:

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution must be accepted as the business owner is unwilling to provide an explanation for inferior service. If a substantive response is not going to be provided, then further correspondence is unnecessary.

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

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our air conditioning units stopped working this year (had same problem last year). We were advised both last year and this year that the lines were defective and that it was the fault of the manufacturer of the lines. We paid $11,145. for the initially installation in June of 2015. We had the system serviced in March of 2019 at a cost of $329.69 and $265.88. We have another bill for $497.23 for, I think, servicing that has no date on it. Last year 8/17/21 we paid $1,787.74 to have the system repaired and were told it was the fault of the defective lines from the manufacturer of the lines. This year (6/3/22) it cost us $4,000 to have the system repaired. I spoke with the Owner who again said it was the fault of defective lines from the manufacturer of the lines. He gave me the number of the manufacturer to call which I have done with no response. This seems very wrong. Is this something you can help me with?

  

  Business response

  06/22/2022

  In regards to Mrs. ******’s concerns – we agree with her. 
  Over the years, we and most every other company has had to deal with the problems of leaking line sets.  We have gone back and forth and fought with all manufacturers and spent over $30,000.00 out of pocket in repairs and replacements with absolutely nothing from wholesalers or manufacturers.  Other people have complained to the BBB and apparently, they too, are not able to get any satisfaction from any line set manufacturer.  Our hands are tied in this situation.  We do understand the frustration this creates, not only for us but for our customers as well, and in an effort to work with our customers, we discount any necessary piping replacement on our installed equipment by at least 40% or more, but unfortunately the end cost is still expensive.  We stand behind our work, and do appreciate Mrs. ******’s concerns and complaints, however this is a battle we are fighting across the board.

  Customer response

  06/22/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  It places the burden of defective parts on the customer and not the contractor or manufacturer.  Should we submit a complaint about the manufacturers as a group?  I would appreciate BBB's thoughts on how to get accountability to the correct company.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  12/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Monday November 29, 2021, a tech from R&W came out to diagnose and repair my heating issue. They charge $187/hr and an additional $25 to drive to my residence plus tax. This comes to $224 and change. My furnace works but it heats the house at random. The tech could not diagnose the issue, suggested he could try swapping out parts but he didn't believe in removing parts that appear to be working. No work was performed after watching the furnace turn on and off and on and off etc.,. Delivering hot water was never the issue. The issue is heating the house, which works at random. After another night of no heat I called R&W again and they informed me about "their" policy and would have to charge another $225. The rep also stated that my particular issue could result in a tech coming out for 12 different reasons and they would have to charge $225 each time, or more if it took longer than an hour without ever diagnosing the problem. They refund the cost of any parts that do not solve the problem after they re-install the old part, however, its going to cost $187/hr plus $25 to come out plus tax everytime. As it stands, I have the same issue I had prior to the tech coming out except Im out $225. 2 different office ladies preached "their policies" are above all else. They did offer to possibly being able to drop the next $25 transportation fee.

  

  Business response

  12/06/2021

  On Monday, November 29, 2021 we received a call from Mr. and Mrs. ******* that they had no heat.  Upon our technician’s arrival, the boiler was running.  He went through a number of troubleshooting items to determine what could have caused the issue, however after cycling the system numerous times, the problem did not present itself.  At that point, our technician made a recommendation that it could be a failing relay on an aquastat, but he could not be positive this was the case.  The customer was given the option to try this route and replace the recommended part, or leave the system running as is.  The customer chose to leave the system as is. 
  On Friday, December 4, 2021, we received another phone call from Mr. and Mrs. ******* that they again had no heat.  An office staff member explained we could send a technician back out, but that it would be a billable service call.  Both Mr. and Mrs. ******* were on the line expressing frustration at which point, I returned their phone call.  I again reiterated to both of them that it would more than likely be a billable service call, at which point they expressed frustration.  I explained that one of our company policies is that a technician will not leave a job and a customer without heat unless there are extenuating circumstances.  The system was operating upon arrival, and the system was operating upon our technician’s departure.  Through discussing the issue, it came to light that the customer had been having to push the reset button on the system, which was information that was not given to our office when the original service call came in, nor when the technician was on site.  At this point I explained to the customers that there are anywhere from 10-12 different things that can cause a system to go off on reset, and if the problem does not present itself when the technician is onsite, we can only take our best educated guess at which component is causing the problem.  As the customer has stated, their heat was working “at random”, therefore troubleshooting becomes more challenging.  
  In these scenarios when a system is failing and having to be reset, but the issue doesn’t present itself, it is our policy to let our technicians’ experience and knowledge determine what the problem could be.  If a technician replaces a part but it does not fix the problem, we will return, credit the part back to the customer, and continue troubleshooting in this manner.  If a system is in a “down” position, or inoperable, there is a much better opportunity to fix the problem in one visit.  This was not the case.
  If our office was made aware of the customer having to press the reset button upon the first service call request, or if the technician was made aware while onsite, the process in which we handle this particular issue would have been explained, at either point.  We do our best to be as thorough as possible when fielding service calls, and to be transparent about charges, and policies that apply in unordinary situations, such as this.  If we do not have all of the information about the situation, we cannot be preemptive in explaining processes, billing, etc., that may specifically apply. 
  Our labor rate is $185.00 per hour, a minimum one-hour charge, with a $25.00 trip charge, plus tax and parts.  In situations when we have to return for a service call that is due to an oversight or mistake on our behalf, we are more than willing to work with customers. 
  We are also more than willing to work with customers in situations such as this instance.  This is where parts are credited back to the customer in the event our technician’s recommendation did not fix the problem.  With empathy for their situation, I offered to waive the trip charge, at which point the customer said they felt we were only going around in circles, they were all set, and hung up.
  A technician cannot fix a problem that does not present itself while he is onsite, and all troubleshooting to resolve these scenarios are billable service calls.

*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. ↩