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:01/17/2024

  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 replaced my heating/AC unit with this company. It is still under warranty and I have a service contract that is effective until October of 2025. Every time I have called for service and been scheduled for an appointment it gets canceled without any notification. This has happened twice in the last six months. I have had to leave work early to be home for the appointments I was given and confirmed with them. As I am typing this I have been on hold, waiting for a supervisor, for over half an hour! I had done business with this company prior to replacing my system but I was never treated in this manner. This is absolutely unacceptable and if they do not honor my service contract, I WILL be taking further action against this company.

  Customer Answer

  Date: 01/17/2024

  The link you provided in your response does not exist. Can I revise the original complaint? 

  Customer Answer

  Date: 01/17/2024

  I am amending my complaint by removing the request for any monetary compensation. I simply want this company to honor the service they guaranteed when I purchased this HVAC (heating and AC) from them. 

  

  Business Response

  Date: 01/31/2024

  Our Customer Relations Manager reached out to Ms. ****** to discuss her experience. We apologize for the rescheduling of her appointments. Our representatives are advised they should not reschedule a customer's appointment unless the customer agrees in cases when we call due to increased volume for customers with no heat or ac. We sent our technician out on 1/17/2024 and followed up with another appointment on 1/24/2024 to make additional adjustments on Ms. ******** filter rack to make it accessible to replace her filter. We offered Ms. ****** reimbursement of $160.00 for her time missed from work as well as a $100.00 **** Gift Card due to her frustrations to resolve this matter. She will be receiving the refund by check as well as the gift card within 7-10 business days. She is satisfied with this resolution.

  Customer Answer

  Date: 01/31/2024

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

• Initial Complaint

  Date:01/16/2024

  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 purchased a ****** ***** boiler from Harp Home Services in 2021. All told, more than $13,000 to purchase and install. The contract says 5 year no lemon guarantee. I have had issues with functioning of the unit from the start. A review of service history will show various leaks, mother board failure, valve failure, etc. These have repeatedly left me without hot water and/or heat. I have most recently been without heat since Monday January 8, 2024 when Harp diagnosed a valve failure requiring replacement. I was quoted 3 days for the part to come in from ****** under warranty. It is now January 15 and Harp can give me no estimate on when they can get my heat restored. They do not return calls as promised. I endure long wait times seeking to speak with a person. They need to replace my unit with something that consistently and economically provides me and my children with heat and hot water. They need to honor their contract given that they seem to have installed a lemon of a unit into my home

  

  Business Response

  Date: 01/30/2024

  Thank you for the opportunity to respond to this complaint. Our Plumbing Manager called Mr. ********* on 1/15/2024 and scheduled for our plumber to replaced the 3 way valve on the ****** boiler on 1/17/2024.  Our Customer Relations Manager followed up with Mr. ********* to discuss his concerns with the operation of the equipment we installed. We scheduled a technician for his home on 1/23/2024 to complete a full evaluation of the equipment. Our technician concluded that everything is working per the manufacturer’s specifications. Our Customer Relations Manager made multiple attempts to follow up after this visit, but we were unable able to reach him to discuss his experience with us further. We encourage Mr. ********* to reach out to us about this matter and we would appreciate the opportunity to discuss and resolve any outstanding concerns.

  Customer Answer

  Date: 02/07/2024

  I am satisfied with the business response.

• Initial Complaint

  Date:12/19/2023

  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 have a service agreement for Harp to service and maintain the heating and cooling in my residence. I tried several times over the last 2 months to schedule an appointment with them but every-time I schedule online, I receive a call back from their dispatch "Nicole" who is always rude and unprofessional and she cancels and reschedules me weeks out. Finally on 12/18/2023, a technician came to conduct a service and only examined 1 unit even though I have 3 units. The unit in question that he examined was seen last month by one of their representatives who gave us a quote on replacing it for $10000. Furthermore, last year, Harp replaced one of the Units for $14000. The technician who was also discourteous, gave me a quote to repair the boiler and seem unaware that his company had already provided me with a quote or replaced one of my units. He also claim to be unaware that I had a service contract with Harp and had us sign a new contract. He ask me to call and schedule a service for the other 2 units. When I called to schedule, I was told that the earliest date was in March 2024. However, when I went online I was able to schedule a service as a new customer for 12/20/2023. Today 12/19/2023, the same rude dispatch Nicole, called again and cancelled the appointment stating that the earliest date for a service was in March even though online, there are service slots available all this week. I don't think that Harp should advertise and allow customers to make appointments online and subsequently call and cancel on the pretext that they have no dates available.

  

  Business Response

  Date: 12/28/2023

  Our Customer Relations Manager reached out to Mr. ****** to discuss his experience. We apologize for the rescheduling of his appointments and the response from our dispatcher when concerns were expressed about the rescheduling. This is not acceptable to us and we are addressing this internally to improve the customer experience going forward. Our representatives are advised they should not reschedule a customer's appointment unless the customer agrees in cases when we call due to increased volume for customer's with no heat or ac. We offered to reschedule their maintenance appointment for 12/29/2023 and we will follow-up with them after the services to ensure he is completely satisfied. Mr. ****** is satisfied with our response at this time. 

  Customer Answer

  Date: 12/28/2023

  
  
  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:12/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer for 20 years and since the company changed hand and is under new management my appointments for annual services on my heating and air conditioning have been canceled at a last minute notice even though I made the appointment well in advance and scheduled time off from work for the appointment which is a window of 4 hours i.e. 8:00-12:00 and when I call to re schedule they cannot give me another appointment until like three months later.

  

  Business Response

  Date: 12/28/2023

  We apologize for the rescheduling of Ms. ******* appointment and we are addressing this internally to improve the customer experience going forward. Our representatives are advised they should not reschedule a customer's appointment unless the customer agrees in cases when we call due to increased volume for customer's with no heat or ac. We we were unable able to reach Ms. ***** to discuss her experience with us further. We encourage Ms. ***** to reach out to us about this matter and we would appreciate the opportunity to discuss and resolve her concern. 

• Initial Complaint

  Date:11/27/2023

  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.

  We have been Harp customers since 2012 and part of the “Priority Partner Plan” since its inception. In July of 2022 during a heat wave our Central Air (purchased from and installed by HARP) failed. When we called for service they told us it would take 5 days to come look at it. It took two days of constant arguing to get someone to come out.
  
  In 2023 we called for AC service in April at which point they stated they were booked for the year. We explained that we were part of the “Priority Partner Plan” and were told “that doesn’t matter” keep calling to check the wait list. After calling monthly until July 27th we accepted that we would not get AC service this year. On that July 27th call we scheduled our oil furnace service (also purchased and installed by Harp). They gave us the “earliest available appointment” 11/24 between 8-12. On 11/21 we got a text confirming our appt for 11/22, we called and the lady confirmed out appt was on 11/24 not 11/22 and “someone would be out on 11/24. 24 hours later (on Thanksgiving) we got a voicemail stating they needed to cancel our appt.
  
  Today when I called I spoke with a supervisor who stated “if you have heat you are not our priority”. He gave us their “next available appt of 1/22/2024”. It is apparent that Harp is using bait and switch with their “Priority Partner Plan” and customers are paying for service that they are simply not providing. Trying to speak with a supervisor results in extremely condescending conversations where they attempt to convince You that you are an unreasonable customer.

  

  Business Response

  Date: 12/08/2023

  Our Customer Relations Manager reached out to Mr. & Mrs. ****** to discuss their experience. We apologize for the rescheduling of their appointments and the response from the supervisor when concerns were expressed about the rescheduling. This is not acceptable to us and we are addressing this internally to improve the customer experience going forward. Our representatives are advised they should not reschedule a customer's appointment unless the customer agrees in cases when we call due to increased volume for customer's with no heat or ac. We offered to reschedule their maintenance appointment for 12/12/2023 and we will follow-up with them after the services to ensure they are completely satisfied. Mr. & Mrs. ****** are satisfied with our response at this time. 

  Customer Answer

  Date: 12/12/2023

  
  
  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:11/17/2023

  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 had been in HARP’s Priority Partner Plan for a little over 2 years now. I paid $28 a month to have my central air and furnace tuned up each year. Within the 2 years I’ve been a customer I’ve had my furnace and central air serviced one time. HARP constantly cancels appointments claiming they do not have enough technicians employed. In July 2023 my AC appointment was canceled by HARP. I had to reschedule. In October 2023 my furnace appointment was canceled by HARP. Again, I had to reschedule for November 2023. This appointment was also cancelled by HARP. Once this happened again, I called HARP and asked why they take my money each month, but can’t provide the service they said they would. I requested to be removed from the Priority Partner Plan and asked for 1/2 a refund of the money I wasted all year paying them for a service they would not complete on time. Now, my furnace is overdue to be tuned up, it’s heating season so it will be difficult to get another company to service it, and they still took out the monthly payment from my checking account a few days later. I had requested the refund of my yearly payments toward the furnace and was told I’ll hear back from a manager. I received a voicemail and I called back 3 times. Finally I asked for an email address since it’s impossible to contact anyone at HARP that can actually answer any questions. I sent an email explaining the issue to the manager Marissa and my email was not replied to. I called one last time on 11/15/23 and requested again to be removed from the program, which I was told I was removed a few days earlier. I then asked why was a payment taken from my checking account the day before. I was told I’ll be refunded the $28.
  I wasted money and time with HARP. Each day I needed off for these appointments where no one shows up is time wasted. The monthly payment is wasted because they do not deliver the service they were supposed to. Huge waste of money on an awful company.

  

  Business Response

  Date: 12/01/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to Ms. ****** to discuss her experience. We apologize for the rescheduling of her appointments and the difficulty in reaching a manager to provide a resolution. We are addressing this internally to improve the customer experience going forward. Our representatives are advised they should not reschedule a customer's appointment unless the customer agrees in cases when we call due to increased volume for customer's with no heat or ac. We offered a full refund of her maintenance contract and also scheduled her maintenance appointment for 12/29/2023 for her heater. Ms. ****** is satisfied with our response at this time. 

  Customer Answer

  Date: 12/02/2023

  
  
  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:11/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an annual contract for maintenance services to my air conditioner and furnace. In June of this year I was scheduled for maintenance on the air conditioner. Four days before the scheduled date I received a call from Harp stating that for weather reasons, they needed to reschedule my appointment for later in the summer (approximately 6-8 weeks later) so they could service customers with emergencies. I complained and their response was to give me free service for a year. Today, four days before my scheduled appointment for the furnace, their supervisor called and said they needed to cancel my appointment and were going to reschedule it for approximately December 9, 30 days later and again for weather related issues. They indicated that customers with emergencies get a priority. Their explanation defies logic given the absence of any severe weather and the need to slip my scheduled appointment 30 days. Any customer that is interested in scheduling maintenance on their unit before the season is fully underway should avoid using the Harp service. The only time they showed up on the scheduled date for maintenance call was the first time I used them. Where I accepted a settlement of a year of free service, they have not lived up to providing services in a timely manner and therefore are not properly servicing my equipment, which is essential to avoid potential system failures or conditions that endanger health and well-being.

  

  Business Response

  Date: 11/21/2023

  Our Customer Relations Manager reached out to Mr. ******* about this matter. We apologize for the scheduling issue that occurred, especially since this was an issue we resolved with Mr. ******* previously. We have addressed this matter internally with our representatives. If we ever have higher than expected call volume due to weather we will occasionally ask if customers would reschedule for a later date, but they should not be required to and can keep their appointment if they choose. We're sorry this option was not offered when Mr. ******* spoke with our representative. We have offered a full refund of the maintenance contract and additionally rescheduled the maintenance for 11/27/2023 to be completed at no charge to resolve this matter. Mr. ******* is satisfied with our response at this time. 

• Initial Complaint

  Date:10/19/2023

  Type:Order 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.

  Harp installed a central air conditioning unit in my house at the end of summer in 2022. I was told that it should be serviced by the end of the summer 2023. I called approximately October 1 for an appointment to have it serviced. they gave me an appointment for October 21. I called on October 17 to confirm. They confirmed for October 21. On October 18 they called me and told me they can’t do air-conditioning services until 2024 and they are going to cancel my appointment. I asked why and they said they will be too busy. I asked to speak to a supervisor and was told there is no supervisor available. She said she will email someone and they may get back to me.

  

  Business Response

  Date: 11/02/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to Mr. ****** to discuss this matter further. We apologize for the rescheduled appointment, and we have addressed the way this was handled internally. We scheduled a new appointment for Mr. ****** for 11/9/2023 and we will follow-up with him after the service to ensure the visit is completed to his satisfaction. Mr. ****** is happy with our response at this time. 

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled an appointment with Harp to come and change a water filter. Also to show me how to do it myself in the future. I received a confirmation the day before. They were a no show and no call. When I called them they stated they did not provide that service. Well, would a phone call to inform me of that been a responsible action. Terrible customer service!

  

  Business Response

  Date: 10/09/2023

  We apologize for the experience Ms. ******** had with us and we have addressed this matter internally. Our Customer Relations Manager discussed this matter with Ms. ******** and offered a **** gift card as a courtesy due her time and inconvenience. She is completely satisfied with our response at this time. 

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Employee was Zack E******. To give a brief over view, our AC unit had stopped putting out cooled air and was repeataly shutting off. After 2 hours, we messaged harpe right away. They sent out somebody in the somebody was at. He said I will feel your unit with freon. And this is probably from a leak. But I can't test it because I do not have my tool. Which didn't make any sense to us. Because we saw him coming his business vehicle. And he didn't have a tool to finish the job. But he filled our unit with freon. Knowing that it would leak out, he filled it. And then told us it's possibly a leak. And we should definitely get a leak test. And we would have until October maybe later. But I wouldn't push it past October to get the leak test done. We are week away from it being filled and is no longer putting out cool there. It has all leaked out and the unit is shutting off again so I reached out to harp how to say to someone to come out. Zach was here again, arrives late. Then they told us and he said he was Hungover. He got his electronic test around and started testing the units to see if there was a leak, there was no leak on the inside, went outside, and said that he's 95% sure that the leak is coming from the flanges outside side. This took off all 20 minutes, then he. Went outside to take a phone call. For about another 10 minutes or so. In regards to some other business he told Me. He then came back in to say that he doesn't have the time to finish the job today. Since he's only working a 1/2 day, he would have to come back tomorrow. Or another day, we would have to pay to refill to pay up the unit. And it was $400 today, basically for the. Leakage test, which literally took him only 20 minutes to do. And he didn't do a full check. He didn't go unto the other side of the unfinished base meant to see if there was any leaking. When Zach was supposedly done, he came telling me it was going be to 1800 then a "Charlie discount" to 1000. There is more to add to this

  

  Business Response

  Date: 09/19/2023

  Thank you for providing us the opportunity to review and resolve Mr. ********** concerns. Our Customer Relations Manager made contact with him to discuss his concerns and came to an amicable resolution with regards to a refund for services rendered. Mr. ******** agreed to this resolution. We appreciate his patience in the matter and he should expect to see this refund via check within 5-7 Business days. We are very happy we were able to discuss the matter with him and consider it now resolved.

  

  Business Response

  Date: 09/19/2023

  Thank you for providing us the opportunity to review and resolve Mr. ********** concerns. Our Customer Relations Manager made contact with him to discuss his concerns and came to an amicable resolution with regards to a refund for services rendered. Mr. ******** agreed to this resolution. We appreciate his patience in the matter and he should expect to see this refund via check within 5-7 Business days. We are very happy we were able to discuss the matter with him and consider it now resolved.