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:06/19/2023

  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.

  We have been without heat and hot water since June 12. The HARP technician gave us a description of the repairs needed and we agreed to them shortly thereafter (same day, but the office had already closed for the day). Since then, we haven't heard from them as to when the parts can be expected to arrive. I have called repeatedly and have been told that they are waiting for the distributor to deliver parts. I've asked who the distributor is want to request that they use another distributor if the first one doesn't have the parts and to expedite the parts but I can't seem to get past the people who answer the phone.

  

  Business Response

  Date: 07/18/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager spoke with Ms. ****** about this experience. Due to the length of time to get the part and lack of follow-up, Ms. ****** has since had another service provider out to resolve the issue with her heater. We sincerely apologize and have addressed this matter internally to avoid this from happening in the future. Ms. ****** advised she paid $400.00 to the other service provider for the repair needed and we offered to reimburse this cost as a courtesy. She accepted this offer. 

  Customer Answer

  Date: 07/19/2023

  
  
  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:06/16/2023

  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 purchased a new a/c and furnace from Harp on February 13, 2023. They were both paid for & installed the next day. The a/c unit was not used until May when we realized it was not working. We contacted HARP to come out because there was no cool air. The first appointment was scheduled for I think May 31st, they called and cancelled; then we were told it would be June 1st, which was a "no show". I worked from home both days. We finally had someone come out on Friday, June 9th and were told that there was a leak but the "maintenance tech" doesn't do repairs, so we would have to schedule a repairman to find the leak, that was the next week, Repairman said it was a Leaky Condenser and we would need another tech that did strictly warrantee work and part replacement. The repair guy ordered the part and another appointment was scheduled for Tuesday June 13th, I called the day before to make sure they were coming and had the part. On the 13th I called when no one showed up, and was told there was no part at the warehouse and that I would have to wait for another time because they did not know when they would get a part and there was no one that could work on it for a while. She tried to schedule it for the 26th, but I said that was too late, then she said the 19th (which is a holiday), but I can't find out if they have the part. My husband has a chronic illness and my son works nights and has to sleep in the day in a hot bedroom upstairs. We need this fixed and I have no faith in the company to come through for us next Monday, June 19th. I've been on hold for 40 minutes trying to find out if they have the part and no one answered. I'm so frustrated, I just want "my brand new", "paid in full" a/c unit working before the heat wave starts. You cannot get a straight answer from them. Please help!! Thank you, ****** ******

  Customer Answer

  Date: 06/29/2023

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

  I have an update on this complaint, the company has twice now, since the complaint was filed, been no-shows to fix my a/c unit.  This last time (today they were supposed to be here between 12-4pm EDT) we told them that we are going to get legal representation if it’s not fixed this week, also, I have not heard back from HARP management or consumer relations since I filed the BBB complaint. 

   

  Dispatch rescheduled the appointment for Friday after I told them that my husband has a chronic illness (MS) in which he cannot get overheated, this is a fact that I didn’t want to share, but I felt compelled to let them know how dire this situation is for his health. 

   

  I again have no faith that they will follow through because no one is overseeing my case at HARP, and it continues to fall through the cracks.  I tried to contact the salesman that sold us the system, but their servers rejected my email and there only option is to call a phone number into a contact center where no one will connect you with management. 

   

  Please update the case with this information, my case is assigned to ******* ********** ******* ********** **********

   

   

  Thank you,

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

   

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

  Customer Answer

  Date: 07/06/2023

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

  Update #2:

   

  The HARP install team  finally replaced our a/c unit on Friday, June 30^th.  The culprit was a leaky valve that should have been found the first time someone showed up.  The problem with this company is that they book appointments and then cancel them or are no shows.  I would hesitate to use them for maintenance services unless they improve their unreliability problem. 

   

  I am satisfied that they finally fixed it, but it should not have taken a month to do so.  This case can be closed.

   

  Thank you,

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

• Initial Complaint

  Date:06/15/2023

  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 purchased a new furnace 3 years ago.The furnace was never level,and I asked on at least 3 differenr occasions if it was ok,and every tech said yes.Recently we had a very bad storm,and I heard dripping coming from the furnace closet.It was leaking from the roof vent,and again I called Harp,as It is my belief they broke the seal when they installed the furnace,as We had a membrane roof put in 6 years prior.When Harp came out I put a level on the furnace and again asked if this was ok.I might add that It ia the same as when they put it in,as the previous furnace was not level.I never realized I had a leak,as I never see the top of my furnace,but it was not a new leak.I have since had the leak repaired as I do not want harp to think I am lookink for something for nothing.It was an easy repair,and as I told them my main concern was my furnace operating safely and efficiently.It seems they would want to make sure their customers are safe.

  

  Business Response

  Date: 07/12/2023

  Our Customer Relations Manager reached out to Ms. ********** to discuss this matter. We are scheduled on 7/17/23 to relevel the furnace and will follow-up with Ms. ********** to ensure the service has been completed to her satisfaction. We are also in the process of scheduling a roofer out to assess where the leak is coming to from to determine if it is in relation to our work. We will remain in contact with Ms. ********** until this matter is resolved. 

  Customer Answer

  Date: 07/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:Harp has a history of cancelling appointments,and until they actually come and fullfill there commitment to re-install the furnace I want to keep my complaint open.As I told them on the phone a good while back,I have had the roof repaired as They were taking too long to return my calls.I did not need further problems with a leaky roof,.When they come on the 17th i will be more than happy to accept a resolution to the issue.
  
  
  
  Sincerely,
  
  
  
  **** **********

  Customer Answer

  Date: 07/27/2023

  Harp did show up on the 17th as promised.While I did not get my furnace re-installed as stated with their call,they did level it,and assured me that It would be ok,and set up   an oct,5th appointment,to make sure all is well.As of now,I am satisfied that they did come,and I will give them credit where it is due I will trust that there will be no further problems,and thank the BBB for their help.

   

                                                                                        Sincerly 

                                                                                           ****** **********.

• Initial Complaint

  Date:06/02/2023

  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 purchased an AC/heating unit mini split. The technicians came about a month ago, installed the AC heads on both the first and second floor. However, they encountered an issue with the electrical wiring and had an electrician come over. Apparently, they would have to drill some parts of the house to be able to place some wires and update the electrical panel. I’ve contacted HARP numerous times asking to have the manager assigned to my case to please contact me and provide me with an update of what’s going on. It’s been 3 weeks or so and as of today I have not heard from HARP. The unit split along with some other items has been sitting in my drive way. I called this morning asking if there is someone whom I can speak too about this issue who is above the manager assigned to my case. I was told by the rep I would have to speak to the manager. How can I speak to the manager if everytime I call she’s unavailable and doesn’t return my call?I will be filing a complaint if I don’t hear from someone by end of day.
  Update: the manager assigned to my case called on that same day!!! Only to tell us that a sales rep would be contacting us within 2 business days to go over our options. As usual, no call from HARP (not surprised). I contacted the sales dept only to be told the exact same thing….they are waiting to hear back?! Hear back from who? What’s the hold up? I’m so ready to cancel and seek services elsewhere. Why has it taken over a month to figure out of HARP is able to install the mini split?

  

  Business Response

  Date: 06/13/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager has been in contact with Ms. ******** and Mr. ****** about this matter. We found that a new wire needed to be run for the AC and our Electrical Manager made a site visit on May 5, 2023, to see how this could be done. He stated there are 2 existing 100-amp panels for the home and by redistributing some of the circuits between the panels we could run the new wire to the AC and add it to one of the panels. Ms. ******** and Mr. ****** were hesitant about having this done initially because it meant opening up some of the walls to run the new wire. We followed up with them and told them we would repair the walls we opened as well. They are in agreement with this course of action, and we are scheduled June 20, 2023, to complete the electrical work. We will follow-up with them once this is done to complete the wall repair. 

  Customer Answer

  Date: 06/13/2023

  
  
  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:04/26/2023

  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.

  My father in law had a new boiler installed by Harp last year. He signed up for the maintenance contract and made monthly payments. Unfortunately before they were able to perform the inspection my father in law passed away. I called them several days after the scheduled appointment and informed them of the situation. They said they were unable to come in the near future and scheduled an appointment for May 29, 2023 well after the heating season. I told them that I would fly up from ***** ******** for the appointment and they better not change the date. Today, April 26th, they called me because they realized that May 29th is a holiday and no techs were working. Unfortunately, the next date they had available is August 7, 2023. This is a horrible “service” company! I have previously had a similar experience with them when my Mother passed. The only reason I attempted to use them again was because of the service contract. I am seeking a refund for my father in laws estate of any and all service plans because they are unable to provide the service. I have zero confidence that Harp will show up on August 7th but will instead reschedule. My mother died at the beginning of 2022 and these types of issues don’t appear to be getting any better with this company!

  

  Business Response

  Date: 05/04/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager made several attempts to contact Mr. ******* but we were unable to reach him to discuss his experience with us further. We are proactively refunding the $228.00 for the service contract to honor Mr. ********* request for customer satisfaction. He will receive a check in the mail in 7-10 business days. We encourage Mr. ******* to reach out to us about this matter and we would appreciate the opportunity to discuss and resolve any outstanding concerns.

• Initial Complaint

  Date:04/19/2023

  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.

  Hi,
  I've used HARP for a few different jobs in the last 4-5 years. I purchased a Maintenace plan with them 2 years ago which included an A/C tune up. For the last 16 months I've been trying to have them come and perform my free/paid for service. I'd call and schedule and appointment and then take time off from my job to wait for the tech to show up. I would receive a text stating that my appointment was for said day and then wait 5 hours and NO SHOW from HARP. no text no call. They did this to me 5 different times over the 16 months and Never showed to perform my A/C tune up. On April 17th I was texted my appointment from 2-6pm and I called and emailed to confirm and was told I'm all set, set my thermostat on 70 an hour before tech arrives and I'll be good. After waiting home from 2pm till around 4.30pm and no HARP tech i decided to call them. The lady on the other line said I need to speak to dispatch, and she would transfer me over, I was put on hold for 20 minutes and waited to no avail. I called back and was again transferred to dispatch and put on for another 15 plus minutes with no answer?
  Trying to get in touch with a Manager/Owner is like trying to call the President of the US, not going to happen. The young lady told me at 1.53pm today after requesting to get someone with authority to speak with that Celsey her Mgr would call me right back, she was on the phone, yah that still hasn't happened.
  To say I'm frustrated and upset would be an understatement!
  ALL I WANT IS TO GET MY AC TUNE UP COMPLETED.
  
  At this point I just want my $150.00 back and will Never recommend these people to anyone.....EVER.
  
  Please help me get someone to talk to me and resolve this.
  I'll try and reach out to Kevin M******* the owner/president of the company so he can listen to what awful service I've been getting or lack of.

  

  Business Response

  Date: 05/01/2023

  Our Customer Relations Manager made several attempts to contact Mr. *********** but we were unable to reach him to discuss his experience with us further. Our service record indicates a technician was out to him home to complete the air conditioner tune-up on April 20, 2023. We encourage Mr. *********** to reach out to us about
  this matter and we would appreciate the opportunity to discuss and resolve any outstanding concerns. 

• Initial Complaint

  Date:03/15/2023

  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.

  On December 9th, 2022, Jeremy L****** and I met and signed the paperwork for my permit and install of a new furnace, a/c unit, and humidifier. The installation happened on December 10th. At that point, I was told that I would be able to call my town inspector that Monday to have the inspection. Despite contacting the company (and my town inspector's office) multiple times over the past three months, there is still no approved permit for this work, leaving me unable to schedule the inspection. In addition, I have been unable to receive status updates from the company to understand the steps being taken for a reasonable resolution and the timeframe.
  
  My first choice would be to resolve the situation (approved permit, inspection passed). If this is not an option, then I would like to understand my next steps.
  
  I am very concerned that I have a furnace in my home for months now, and am unable to have it inspected by my town.
  
  Thank you for your assistance with this matter.

  

  Business Response

  Date: 03/30/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to Ms. ******** to discuss this matter. We apologize for the delay in getting this resolved. We have confirmed the permit has been issued and we paid the permit fee. We followed up with the customer and also confirmed she is scheduled for inspection on 4/14/2023 and we will follow-up with her after as well. Ms. ******** is satisfied with our response at this time. 

• Initial Complaint

  Date:03/08/2023

  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 had contracted for a boiler install and a mini-split install. The boiler install is completed with minimal miscommunication though they were unable to start the mini-split install as scheduled due to missing parts. Another team of techs were to come next day. I received a confirmation text stating they would arrive at 7 am.
  The next day the techs were scheduled for 7am start but no one came. I called the office and was told I would get a call back. I never received a call and the techs came unannounced after 9 am. They knew parts were missing. They informed me their manager told them to come anyway and do a partial install. They determined more parts than were reported were missing.
  They attempted to call their manager with no response. I also called with no response having been sent to a full voicemail. Later I was told that they would find someone. My last call went to a voicemail with only an extension number, no name.
  
  I did receive a call late Friday morning and the caller was unaware of the additional missing parts. She let me know the original parts were on back order and that she was waiting for a response from the vendor. She stated she would call me later that day or the following Monday (3/6/2023).
  I did not get a call Monday. I called Tuesday and left a voicemail for the install coordinator with no response. Today is Wednesday and I still have not received a response. I have left another voicemail and will continue to call daily.
  
  I financed this project because it was such a large undertaking. They are not following through on their contract and I can’t have anyone else come do the work because of their contract and partial install.

  

  Business Response

  Date: 03/31/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager has been in contact with Ms. ****** about her frustrations with the installation for her home. We apologize for the communication issues and delay on having this project completed and this is something we are addressing internally. We are currently scheduled to return to Ms. ******** home on 4/4/2023 to replace the control board for the first-floor mini split head. We will follow-up with Ms. ****** after this visit to ensure all work has been completed to her satisfaction and resolve any outstanding concerns.

• Initial Complaint

  Date:03/01/2023

  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 scheduled an appt for 11/02/22 with Solvit to review plumbing upgrades and provide an estimate for those upgrades. It was quickly apparent that the technician was both unprofessional and unqualified based on actions such as shaking his head and saying “man your already up to $8k” or when asked about diverting the washing machine from from the dry well to the septic he replied “I don’t know nothing about that and can’t give you that estimate” and taking a personal call while here regarding getting an acquaintance a job at Solvit. In addition, he stopped taking notes. As advised when I scheduled the appt, I was required to pay $104. I did this via my credit card on the tablet carried by the technician. Shortly after the appt, I called Solvit to complain about the technician. I was told someone would get back to me. When I didn’t hear back the next day, I called again and was told someone would get back to me in 24 hours. When I said it had already been 24 hours because I had called the day before, I was told that 24 hours means three 8-hr workdays! I never heard back from Solvit and I never received the estimate. A a result, I contacted my credit card, provided the requested documentation to substantiate my claim and had the $104 charge reversed. I subsequently received Past Due invoices with $79 added for “Return Check Fee”. After multiple phone calls to Solvit, and being told they would send me to Collections, I spoke with Marissa in Customer Relations. She agreed with my claim and indicated she would reverse the charges on the basis that I was unhappy with the tech and was never provided a quote . I asked her to provide a confirmation email and confirmed my email address. She said she would provide the email. I never received the email. Subsequent attempts to reach Marissa have been in vain(she’s not available, on a call, in training, etc) I was told an email would be sent to all 3 Customer Relations staff to contact me. I never heard back from anyone at Solvit

  Customer Answer

  Date: 03/07/2023

   

  Just wanted to update you and let you know that this complaint is now resolved. Thank you for your help!

   

  ****** *****

• Initial Complaint

  Date:02/13/2023

  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.

  Heating system repair. Technician diagnosed problem and removed several parts. System shut down leaving no heat or hot water. Was advised that parts needed to be ordered from manufacturer.
  
  No further contact for one week, so contacted by phone. Second technician came back to reconfirm part numbers missed first time.
  
  No contact for another week. Unable to get company on phone without 30 minute wait. Was told the parts manager was contacting the manufacturer and would get back. No callback.
  
  Called several more times and was not even able to get response on the phone. On hold for thirty minutes or more several times only to be disconnected.
  
  Total of 45 days so far with no heat and no hot water in below freezing temperatures with no contact from the company.
  
  Asking for the service fee back, but realizing that will probably not happen, registering a formal complaint about the way this company does business.

  

  Business Response

  Date: 02/28/2023

  We are very sorry to hear of Mr. ********* experience with our technician. We value all of our customers and appreciate hearing all of their feedback both positive and negative as it helps us and find root causes when issues arise so we can improve our services going forward. Our Customer Relations Manager was able to make contact with Mr. ******* and although he was able to get repairs done by another company, we agreed to refund him for the services rendered in January. We appreciate his patience in the matter and allowing us the opportunity to assist him.