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:Order 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 June 11th, Harp Home Services installed a new ****** heat pump system at my residence at 1** ****** **** in ********** **. We agreed on a price of $19,750 for the installation, including all plumbing, electrical, and installation needs. I was told four individuals would be present at the installation, and only 3 showed up.
  
  On June 12th, the unit already needed to be serviced due to an electrical problem with the thermostat not being wired correctly.
  
  The following week, the system’s circuit breaker tripped, and I could not get it restarted. Harp finally sent an electrician out to inspect the unit on June 18th, who found signs that the installation was not completed up to electrical code. He told us Harp, his employer, neglected to send an electrician to the installation.
  
  Furthermore, there was evidence of wire melting and the breaker in my home’s electrical panel was not switched out to match the ampage of the system, which is a major safety and fire hazard as it could have caused the safety on the system to not function correctly in an emergency. This unit was not originally wired according to the unit’s nameplate, a violation.
  
  I have pictures and notes left by this electrician as he fixed the work.
  
  The unit is now functional and seems to be operating (and finally wired correctly). I have disputed this charge, as the work was completed in a non-compliant and unsafe way. I have requested $5,000 to be taken off the final bill, but I have not been successful in getting any financial resolution with Harp.
  
  They have offered $1,000 to date, but this does not reflect the severity of their errors, particularly with a 1 year old in a home that could have caught fire had the wire melt continued.

  

  Business Response

  Date: 07/28/2025

  Our Customer Relations Manager followed up with *** ******* to discuss this matter further. We understand his concerns with the installation and we are addressing this internally. We sincerely appreciate our customer’s patience and cooperation throughout this process. Ensuring the safety and satisfaction of our customers remains our highest priority, and we are committed to preventing similar issues in the future. A mutual agreement was reached regarding compensation to resolve this matter, and *** ******* has expressed his satisfaction with the final resolution.

  Customer Answer

  Date: 07/29/2025

  
  
  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.
  
  

  I do want to express gratitude to Harp Home Services for helping to resolve this issue.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:07/07/2025

  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.

  Company is in breech of contract. I have a service contract that includes annual maintenance service for my heating and central air. HARP consistently cancels or reschedules appointments. My June appointment for AC maintenance was changed to JULY 7th. Received a call in July 5th indicating all maintenance calls were being cancelled for the week. Next available appointment was next April. Therefore my annual AC service that I pay for will not occur. However, I get daily texts from company promoting same day service for AC issues. Perhaps if company kept their Maintenance appointments there would be fewer emergencies. Consumers need to be aware of the poor service provided by HARP

  

  Business Response

  Date: 07/18/2025

  Thank you for the opportunity to respond to this complaint. We sincerely apologize for the delays *** ****** experienced regarding the scheduling of her maintenance services. This matter is currently under internal review to help us improve our processes moving forward. As a gesture of goodwill, we offered *** ****** a full refund for the maintenance contract while allowing her to retain its benefits, as we value her as a customer and hoped to continue our relationship. *** ****** declined the continued coverage but accepted the refund, and expressed satisfaction with this resolution.

  Customer Answer

  Date: 07/18/2025

  
  
  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:06/27/2025

  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.

  One year ago I scheduled yearly heating/cooling maintenance service for June 17, 2025. Harp Home Services cancelled the appointment and rescheduled the service for July 9, 2025. I have been paying monthly planned service payments of $26.33 since my last service in May, 2024. I cancelled the July yearly maintenance service as it was too long to wait for service since my last service in May 2024. I thought the June service date was too long in the season but had to accept it as I was told last year that there was not a sooner appointment available. Then on June 13 the June 17 appointment was cancelled; 4 days before the scheduled service date. I no longer wish to do business with, nor receive service from this business as they are very unreliable. I am seeking a refund of $315.96, the amount I have paid monthly since May, 2024. Thank you.

  

  Business Response

  Date: 07/11/2025

  Thank you for the opportunity to formally respond to this matter. On July 11, 2025, our Customer Relations Manager spoke directly with **** ******* to address her concerns regarding the repeated scheduling issues. We extended our sincere apologies for the inconvenience and assured her that the matter would be reviewed and addressed internally to prevent similar occurrences in the future. As part of our resolution, we approved a full refund in the amount requested by **** ******* and extended an offer of one year of complimentary maintenance as a gesture of goodwill. During the conversation, **** ******* expressed that she felt significantly more at ease following our discussion and indicated that she would consider giving our company another opportunity in the future. We remain committed to ensuring a high standard of service and sincerely appreciate the opportunity to regain **** *******’s trust.

  Customer Answer

  Date: 07/12/2025

  
  
  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:06/02/2025

  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.

  My name is ******* ****** I had called previously in the week to speak with a supervisor and no one called me back. I called regarding the use of deceptive sales practices with senior citizens. My mother, *** ****** is ** years old senior citizen with dementia. She can’t enter into contractual agreements, I am her power of attorney.
  Her heating system wasn’t working last Friday May 23rd. She called Harp on Saturday May 24th to have them come and fix the system. When the tech arrived my mother was told that her system wasn’t repairable. She was told all the wires were eaten by mice and the system needed to be replaced (step one of the deceptive sales practices). He told her that he would send a sales person over.
  The sales person, Sean R***** then showed up and sold her an $18,000 new heating and AC Unit. He also persuaded her to finance the whole unit. When told about my mother’s condition Sean sent me the information to review. We then had another company come in to assess the situation and give us a comparable quote on the new system. This tech said that there were no “eaten wires” and the system needed a repair and was still fine to use. This tech said that there was a wire that looked like it was intentionally disconnected! I found both of these assessments incredibly concerning, that is why I reached out to try to get my mother’s service fee refunded.

  

  Business Response

  Date: 06/10/2025

  Thank you for the opportunity to respond to this complaint. We followed up with Mike ****** Power of Attorney for *** ******, regarding a service visit to Ms. ******’s home. *** ***** shared concerns that we told his mother—who has dementia—that a full system replacement was needed. He stated he had a second opinion and a repair was completed. We clarified that Harp Services provided both repair and replacement options at the time of service, with replacement recommended based on the system’s age and cost of repairs. Estimates and the invoice were emailed to Ms. ****** on the same day. All documentation, including technician photos, was resent to *** *****. As a courtesy, we offered to waive the $89 dispatch fee. However, *** ***** acknowledged the technician did his job correctly, that his mother had misunderstood, and he declined the fee waiver. He confirmed the balance would be paid. *** ***** was very happy with our efforts and explanation and agreed this matter was resolved.

  Customer Answer

  Date: 06/10/2025

  
  
  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:04/09/2025

  Type:Billing 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 have used HARP for all HVAC maintenance, including replacing my AC and furnace. My furnace was replaced in October 2024 by HARP, and a new filter was installed. On April 9th, the technician came for AC service, replaced the filter, and charged me $120 for a **** *** 16X25X5 filter replacement. I checked online, and a 2-pack costs approximately $100. I called customer service and they say it is the charge for the filter. Is this fair pricing for a regular customer?

  

  Business Response

  Date: 04/14/2025

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager contacted *** *************** to discuss his concerns regarding the filter that was installed on 4/9/2025. Harp operates on a flat-rate pricing model, meaning the amount listed on the invoice reflects an all-inclusive cost for parts, labor, warranty, and the overall value of our services. We take pride in presenting our pricing upfront, prior to any work being performed. As a gesture of good faith, Harp issued a refund for the cost of the filter. *** *************** expressed that he was very satisfied with this resolution and acknowledged that he now understands our pricing structure moving forward. We appreciate the opportunity to address his concerns and look forward to continuing to serve *** *************** in the future.

  Customer Answer

  Date: 04/15/2025

  I have not received the refund as yet; want to keep the ticket open till then.

  

  Business Response

  Date: 04/25/2025

  *** ***************’s refund was processed on 4/14/2025—the same day our Customer Relations Manager spoke with him. The refund was issued directly to his credit card and should have been received in 2-3 business days. We look forward to the opportunity to work with *** *************** again in the future.

  Customer Answer

  Date: 04/28/2025

  
  
  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:

  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.

  Date of transaction: October 22, 2024. (I believe.)
  Cost: $13,500.
  Purchase and installation of heat pump and air handler.
  It was not installed correctly and has not worked correctly since day one.
  Harp has sent several techs to my home since, I believe 5 or 6 in total, but none are able to remedy or fix the problem. The inspector from my town, ******* **., failed it on 2/13/25 saying it was either a bad unit or installed wrong. Also, Harp had not applied for the correct permits. I called Harp on 2/14 to complain. Was told someone would call me within 12 business hours. No call. I spoke to Harp again on 2/17, was told the same thing, but still today, 2/19, no call. I simply want a full refund and removal of the unit.

  

  Business Response

  Date: 03/05/2025

  Our Customer Relations Manager spoke with *** ******* regarding his heat pump installation, which was completed on 10/29/2024. The manager apologized for his concerns about how the equipment was running and assured him that we are committed to making things right. After the inspection was completed, we followed up, and *** ******* was upset because the system did not pass. To address this, we have scheduled our Field Supervisor and Senior Technician to evaluate his system on Thursday, 3/6/2025. We will work toward addressing the issues and correcting any errors. We will remain in contact with him to ensure a resolution.

  Customer Answer

  Date: 03/05/2025

  There were a number of attempts to get the unit right before the inspection that were all unsuccessful. And, for the record, HARP never reached out to me after it failed inspection on 2/13/25; actually, I called them at least 5 times over 12 business days with no response. They finally returned my call on 3/3/25. Two guys are coming to my house tomorrow morning, 3/6/25 between 8 and 9 to try to figure it out. I have very little hope that they will, but I let them talk me into it. I'll let you know how it goes. 

  Customer Answer

  Date: 03/12/2025

  Hi,

   

  A few weeks ago, I reported an issue/complaint against Harp Home Services. That issue has been resolved.

   

  Thank you.

   

   

  ***** ******* ******* * *** ******* ********** * ************

  ****** ************************       ***** ************** **** ** ****** ******** *** ******** **** * ******* ** * **********

  
  

• Initial Complaint

  Date:01/17/2025

  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.

  There was a gentleman that came to do a yearly check on the furnace and all of a sudden the gentleman says that the pipes and the fixtures were supposed to be change when they installed the furnace. Three years later we were told that should have been done and given an estimate of $4k. Its been really difficult to get someone to repond to our phone calls. Both me and my husband have called Harp Home Services LLC to no avail.

  

  Business Response

  Date: 01/30/2025

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager followed up with *** ***** and reviewed the contract he signed with Harp on October 13, 2021, for the replacement of his boiler. During this conversation, our Customer Relations Manager explained that *** ***** does have a 10-year parts and 5-year labor warranty on the equipment Harp replaced. However, the repair in question pertains to parts that were not included for replacement under the contract. To address the issue, our Customer Relations Manager scheduled a service technician to assess the repairs needed. Additionally, as a gesture of goodwill and in recognition of *** *****’s loyalty, we offered a 20% discount on the cost of these repairs. *** ***** mentioned he needed to discuss this offer with his wife before proceeding. Our Customer Relations Manager will follow up with *** ***** to continue working towards a resolution, as we are committed to resolving this matter.

  Customer Answer

  Date: 02/01/2025

  The customer relations manager called and when I returned her call ,she was in a meeting and I was told she was emailed and that she would return my call and never did. She may have spoken with my husband *** ***** ******. She did not speak to me. I only want the Harp Home Services to fix things and to not give me the run around. I don't have a good repore with Harp because when I had first gotten my boiler their guys dropped it in my driveway and attempted to install it like that and they marked up the door coming into the laundry room and to get my carpet cleaned from all the grease on their boots, it was about a year process. It is very hard to get someone to come out here to fix their equipment. They make it so difficult and then to get customer service is just as difficult. Its very frustrating . 

  

  Business Response

  Date: 02/14/2025

  Our Customer Relations Manager made multiple attempts to follow up with *** *** **** ***** on February 5, 10, 12, and 14, 2025. On February 10, 2025, she successfully spoke with *** ***** to review the estimate provided for the repair, including the discount extended by Harp. During their conversation, *** ***** inquired about available financing options should they decide to proceed. Our Customer Relations Manager assured him that financing options could be explored if they chose to move forward. *** ***** stated that he would first discuss the matter with his wife before making a decision. Subsequent follow-up attempts on February 12 and 14, 2025, were unsuccessful. We kindly encourage *** *** **** ***** to contact Harp at their earliest convenience to discuss the next steps and resolve this matter.

• Initial Complaint

  Date:01/16/2025

  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 have an 8 year old furnace, installed by harp and under warranty at that time. Since the company was acquired by ****** some years ago, they have now said my 15 year warranty is no longer valid and I need $6,000 in repairs.

  

  Business Response

  Date: 01/30/2025

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to *** ***** regarding her maintenance visit on January 14, 2025. *** ***** expressed dissatisfaction with the need for repairs to her system following the visit. After this, she chose not to reach out to Harp for a follow-up assessment but instead contacted another company. Our Customer Relations Manager reviewed our findings with *** ***** and explained that we had recommended replacing the system. It is important to note that while *** ***** has a 10-year manufacturer’s warranty, there is no active labor warranty, which means that any repairs would be chargeable for labor. Despite this explanation, *** ***** opted not to have Harp return for further assistance. In light of her dissatisfaction, and as a gesture of goodwill, Harp will be refunding the cost of her membership and compensating her for the visit she had with the other company. If *** ***** would like to discuss this matter further, we encourage her to reach out.

  Customer Answer

  Date: 01/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Harp initially offered to fix the two issues for more than it finally cost me to replace the furnace. The furnace was only 8 years old.  I was also told by HArP company that my warranty was no longer valid as HARP had been bought by or joined with ******, another company and they would not honor the warranty. 
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 02/13/2025

  Our Customer Relations Manager made multiple attempts to follow-up with **** ***** but we were unsuccessful. However, we were able to speak with Mr. Hersh, during which we communicated the refund details and our efforts to reach **** *****. He requested that we speak directly with his wife regarding the matter, and while we remain open to discussing a further resolution, our attempts to reach her have not been successful. We additionally wanted to provide clarity on the warranty for the furnace. The furnace was installed 10/16/2016 and our records indicated it was purchased with a three year labor warranty. We believe the parts warranty is still active through the manufacturer, so we quoted the labor only charge for replacement of the heat exchanger. Harp Home Services acquired ****** and we would honor active warranties from purchases prior to the acquisition. We would welcome the opportunity to discuss this matter further with **** ***** and encourage her to reach out to Harp at her convenience if she wishes to do so.

  Customer Answer

  Date: 02/14/2025

  Many thanks to the BBBf for the additional response from HARP company. I wish the communication from HARP, to cease.  Nothing they said about the warranty is what I remember from my first call to the customer service department.  Please ask them to stop calling me or my husband. 
  

  thank you

• Initial Complaint

  Date:01/06/2025

  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.

  Similar to many of the other complaints, we have experienced very poor customer service, including canceling of appointments the day before.
  
  Our main complaint at this point has to do with our furnace. The entire system was replaced at the end of 2017. Within 4 years, the heat exchanger had to be replaced. This was done with a completed disassembling and rebuild of the furnace. From that point on, the system would completely stop working every 2-3 months. Over the course of 3 years, we had more than a dozen service calls due to no heat or A/C working. Most technicians that came out were stumped and replaced different parts that resulted in temporary fixes. The failures seemed to be from loose wires from the furnace rebuild.
  
  Harp honored the warranty (SolvIt did the install prior to the companies merging) allowing all the repairs and service calls to be covered. On the latest fall servicing in November, we were told the heat exchanger needed to be replaced again. A replacement was not recommended due to the complexity. The recommendation was a new furnace, which was not covered under warranty.
  
  Harp did work with us on pricing of the new furnace due to the issues experienced. In the process they discovered that the size of furnace was too big and likely the cause of the two heat exchanger failures. The best the sales group could do was a price of $6200 (about a 50% discount). We have told our story to at least 2 different customer service reps who were going to escalate our case further to see if they can do better. The latest was early December (over 1 month ago) with no response yet.
  
  In mid-December, we purchased the new furnace and had it installed. I am still not satisfied with the resolution offered by Harp/SolvIt and am hoping for a response from the customer service department.
  
  My opinion is something more can be done through warranty or just good business practice. If I am sold the wrong product in other places, the cost is refunded or an exchange made.

  

  Business Response

  Date: 01/20/2025

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager has spoken with *** ******** regarding the replacement of his Gas Furnace. During this conversation, our manager assured *** ******** that we would follow up on the concerns he raised regarding the recommendations provided and his decision to replace the system. We remain committed to addressing *** ********’s concerns and will continue to follow up with him to work toward a satisfactory resolution

  Customer Answer

  Date: 01/26/2025

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

  Although I did receive an additional phone call from Marissa the customer service rep on 1/22, there are still some outstanding items. She did explain the original warranty and answered my questions regarding the new warranty. I cannot confirm I fully agree with the implementation of the warranty or the explanation of the reason for the problems we have been having, but it is clear Harp is not willing to replace the system fully, as I still think would be a good business practice in this situation (and if they really want me to feel whole as a customer).

  Accepting that Harp has investigated this as thoroughly as they can and have provided their best resolution, I feel any further conversation would not be productive.

  At the end of our last conversation Marissa did state Harp would be refunding $400 of what we paid for the new furnace directly back to our credit card and would be sending a final invoice. I would like those 2 items to be finalized before we call this case closed.

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

  

  Business Response

  Date: 02/06/2025

  We followed up with *** ******** on February 6, 2025, to inform him that the invoice had been sent and that he should receive the check by early next week. *** ******** confirmed receipt of the invoice and expressed appreciation for the follow-up regarding his reimbursement. He is satisfied with our response and understands that the check has been issued.

  Customer Answer

  Date: 02/09/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is about as satisfactory as it is going to get.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:12/30/2024

  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.

  I called Harp on 11-05-24 because a pipe on my furnace was dripping hot water. A technician came out and I thought the issue was fixed but not too long after he left the water went from dripping to a steady flow all over my basement floor. I called Harp again and was told that they would send the same guy back out on 11-07-24 between 8am - 12pm. I asked the women I spoke to if I would get some kind of discount because he didn't fix the issue, I was told that there would be no charge. On 11-07-24 I called Harp around 1pm because the tech was not at my house, and I hadn't heard anything about my appointment. While I was on the phone with Harp I asked again if I would be getting charged for this visit and once again, I was told no that the visit was free. Later that day the tech called to say he was on his way but was really annoyed that he had to come back to fix my furnace. He kept insisting not to fix it but just buy a new furnace through Harp. When he got to my house water was still coming out of the pipe and when the tech left my house water was still coming out of the pipe. He didn't fix it all he did was give me information about purchasing a new furnace. My credit card was charged $809.59 for the visit on 11-07-24. I don't understand why my credit card was charged for a visit that I was told was free and the tech did not fix the issue. Harp did not fix the issue with my furnace I had to call a different company to come out and look at it, and the other company was able to fix the issue. I called Harp the next day to complain about my experience and ask about the charge on my credit card. I was told that someone from customer service would be reaching out to me, but nobody has contacted me

  Customer Answer

  Date: 01/07/2025

  I received a call from Marissa in customer relations on 12/30/24 and she asked me to call her back at ###-###-#### which is not her direct line it's the generic number you call to make an appointment. I called harp on 12/31/04 twice,1/02/25,1/03/25 twice and 1/07/25 twice and not one customer representative will connect me to her everyone person that I've spoken to says that they have to send Marissa an email stating that I've called, and she'll call me back. I told every person that I spoke to one the phone to put in the email to not call me after 3pm because I work 3rd shift and I shut my ringer off. I've only received one phone call back from her on 1/03/25 at 3:30pm. I feel that I am getting nowhere with this company.

  

  Business Response

  Date: 01/10/2025

  Thank you for providing us the opportunity to address this complaint. Our Customer Relations Manager has followed up with *** ****** regarding the service completed at her home on November 7, 2024. Following further discussions, we are awaiting an email from *** ****** to enable a more detailed review of the matter and to facilitate progress toward a resolution. We remain fully committed to addressing the outstanding issue and achieving a satisfactory outcome.

  Customer Answer

  Date: 01/13/2025

  I finally got to speak with Marissa on 1/10/25 she said that she would be sending me an email so I could send her photos. She sent the email at 12:21pm on 1/10/25 and I replied back at 12:51pm on 1/10/25. I have not heard anything back.

  

  Business Response

  Date: 01/24/2025

  Our Customer Relations Manager has been in contact with *** ****** regarding her concerns. As the repairs conducted were unsuccessful in resolving the issues with her equipment, we have processed a refund for the repair costs. While our Customer Relations Manager made an effort to inform *** ****** about the refund, we were unable to reach her. We encourage *** ****** to contact us if she has any questions or concerns regarding the resolution provided."

  Customer Answer

  Date: 01/28/2025

  
  
  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,
  
  
  
  ******* ******