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:02/08/2023

  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.

  On 2/6/23, a HARP Technician came in response to a call I made about my water heater not working, he advised that the best solution was to replace the whole thing - heater, control and pipes for $6200; I agreed and he replaced it. About 9pm, the house was significantly colder and I saw the furnace was not working. My family spent a cold night and I called them on 2/7/23, and scheduled an appointment for between 4pm and 8pm. I told the representative that I would be in school till 2pm and home before 3pm. At 2:40pm, I noticed they left a message at 2:28pm. I called them and was told the Technician would be at my house in 5 minutes. I called back at 3:25pm and was told they had canceled my appointment and couldn't send anyone till 2/8/23. Pleas about it being 50 degrees in my house made no difference. I asked to speak to a Supervisor, was told someone would give me a call, but no one did. I kept calling until 5pm and was transferred between their Call Center in ******** to *** I asked about the 24/7 Emergency service they said they have, they said they had no one to send.
  Considering that my furnace was working before they replaced the water heater, and it being so cold in the house, and I just paid over $6200 the day before, I expect better service. I'm not sure what can compensate for 2 cold nights, I need them to come and make things right.

  

  Business Response

  Date: 02/15/2023

  We are extremely disappointed to hear for Ms. ********* experience with our scheduling department. Our Customer Relations Manager was able to make contact with Ms. ******* today to discuss the issue, and as a token of apology we were able to compensate the customer for her experience. We have reviewed interally the issues that caused this negative experience and appreciate her bringing it to our attention so we can improve our services within our scheduling department to better improve the customer experience overall, and thank Ms. ******* for bringing this to our attention.

• Initial Complaint

  Date:01/25/2023

  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.

  For the past 18 months I have paid 19.99 monthly for the subscription that includes priority service as well as one summertime and one winter time furnace tune-up and 10% off all products and services. Over the last 18 months I received only one tune-up. The last one was rescheduled three times and then someone showed up after 2 months of pushing off my appointment reporting they have "emergencys" This is now my second round of attempting to get my furnace tuned. They called me to set up a time for my furnace to be tuned on July 25th and they called me today July 24th to say that they cannot do it and it will have to reschedule and yet another week. I took a day off from work so that I could be home just as I had the last resceduals they have done. I asked them if they could bump somebody else and still provide my furnace. Tune-up so I don't lose yet another day of work and they. I am writing because this is now no longer and isolated incident but a common occurrence with this company. services are being paid for and not being rendered. Over this period of time I have not utilize the 10% off any services or products so there has been no service rendered and no priority service utilized. I'm asking for a 16-month refund of the $20 per month that I spent to rectify this issue. Being that this has been over a 16-month. I would prefer to not send all of my credit card receipts for the past 16 months. However, if it is desired, I will provide the specific dates and charges. They have not provided any receipt whatsoever. Whenever they charge my credit card it just automatically gets drafted with no receipt or email confirmation.

  

  Business Response

  Date: 02/02/2023

  We appreciate the opportunity to respond and resolve Ms. **********'s concerns. Our Customer Relations Manager was able to reach out and provide them with a refund along with one year free due to the inconvenience. They accepted this resolution and consider this matter resolved. We would like to thank her for her patience in this matter and they should expect to see the refund within the next 7 business days.

  Customer Answer

  Date: 02/02/2023

  
  
  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. Thank you for your prompt response once we involved the BBB.
  
  
  
  Sincerely,
  
  
  
  **** **********

• Initial Complaint

  Date:12/27/2022

  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.

  In the spring of 2019 HARP Home Services provided annual maintainance on our furnace. We signed up for the Priority Service Plan, $20 a month for annual maintenance, repair discounts and priority service.
  In the spring of 2021 we realized they had not been out for service nor had they contacted us. I called and found we were overdue for maintenance. I scheduled an appointment for A/C and heat maintenance. It has been almost a full year and HARP cancelled at least 3 appointments at the last minute. Our. Nov. 21st appointment was cancelled, next available date was Feb. 2023.
  I called and expressed my frustration and was able to get an appointment for Dec. 8. HARP was using the reason of customers being without heat and I kept insisting that if our furnace was not serviced we would be without heat. On Dec. 4, our furnace stopped working and I called for repair. On Dec. 5 the repair was made and the technician said our furnace had deteriorated due a lack of preventive maintenance. Again I called HARP and expressed by dissatisfaction. The repair was credited back to our account.
  On Dec. 8 the scheduled maintenance was performed by another technician who agreed we had problems due to lack of preventive maintenance. We are now facing repairs close to $2,000 and I hold HARP responsible for breach of contract. I have called repeatedly since Dec. 8, and have had not luck reaching anyone that can help.
  I am enclosing emails from the repair which has attachments for repair and a suggestion of replacing our 6 year old furnace. I am also enclosing email from the maintenance with a quote for immediate repair as well as restoration of our heating system.
  We are requesting that HARP honor the contract we entered into and the payments we have made without fail to have them provide priority service and annual maintenance on our heating and A/C. HARP is responsible for failing to meet the minimum promise of maintenance and should make repair/restoration at no charge to us..

  

  Business Response

  Date: 01/06/2023

  Thank you for providing us the opportunity to review Mr. and Mrs. ********* concerns. It is extremely important to us that our customers do not lose their faith in our ability to provide them with exceptional service. We were able to reach out and connect with them to review their experience.  We were able to address their needs and come to an amicable resolution. We thank them for their time and patience in the matter and consider this resolved.

  Customer Answer

  Date: 01/07/2023

  
  
  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:12/07/2022

  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 been a harp customer for > 3 years. Called monday to have our gas boiler annual maintenance done. I was pleasantly surprised that they booked it for Wed 12.27.2022; i got a confirmation email reminding me I had a Wednesday AM appointment. This morning I got a call that they were cancelling the appointment and the soonest i could schedule was March 2023!
  
  I asked what sense did it main doing gas boiler maintenance after winter is over !and I was told that's the earliest they can do it. A company should not book an appointment and then cancel the next day!

  

  Business Response

  Date: 12/09/2022

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to Mr. ***** to discuss this matter. We appreciate him bringing this issue to our attention so we can correct the scheduling process going forward. We value our customer's time and agree that he should not have been put in this position to reschedule. Although Mr. ***** decided not to reschedule with Harp, we offered to send him a gift card for his time and inconvenience. Mr. ***** is satisfied with our response at this time. 

  Customer Answer

  Date: 12/09/2022

  
  
  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,
  
  
  
  Steven Luger

• Initial Complaint

  Date:12/01/2022

  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.

  On 10/17/2022 we received an invoice (#*******) from SolvIt Home Services for a service contract (*** **** & Water Heater Membership) on our domestic heating/cooling system. We had requested this service via telephone call to SolvIt. The contract for $293.53, tax included, was paid for on an ******** ******* Credit Card.
  
  We have had a previous *** contract with SolvIt and were very satisfied with their service. In fact, SolvIt competently installed a major part of our system.
  
  The contract calls for a “High-Performance Tune-Up” and we scheduled this tune-up with SolvIt by phone and received a confirmation e-mail for the tune-up on 11/16/2022 scheduling the SolvIt tune-up to be performed on 12/5/2022.
  
  On 12/1/2022 we received phone text and e-mail messages from **** Home Services informing us that a tune-up of our system had been scheduled for 3/8/2023. We had never heard of **** Home Services so we immediately called the phone number in the **** message and were informed that **** and SolvIt had merged and that the March tune-up date was correct. We then called SolvIt and were informed that we had called and requested the rescheduling. We were told by the SolvIt representative that he could not do anything about keeping the original appointment.
  
  We had not called for a rescheduling and certainly wanted to keep the December appointment to tune-up of the system before the depths of winter. We resent being lied to about our supposed rescheduling call.
  
  From an examination of the BBB website containing comments and complaints concerning both SolvIt and **** we conclude that a satisfactory company with a good record (SolvIt) has merged with one with a very doubtful record (****) and we do not wish to be associated with this type of merger or to be in a contractual arrangement with ****/SolvIt. We no longer trust the competence of either company.
  
  We are communicating with ******** ******* to recover the $293.53 on the basis that this was a fraudulent charge.

  

  Business Response

  Date: 12/06/2022

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

  I am very sorry to hear of your experience with our scheduling department.  Although we attempt to make these transitions as smooth as possible for everyone, especially our customers, there are always some slight glitches.

  I can understand your frustrations and of course we would refund your contract renewal 100%.  

  As stated in your communication with BBB, you are already filing for a refund with ******** *******.  Please let me know if you would like to continue that form of resolution thru them, or if you would like to dismiss that and let us refund the charges thru our normal refund process.

  Again, you have my apologies as we  complete this transition.  Please let me know if I may be of any assistance.

  Sincerely,

  Phil W******

  Operations Manager

  Solvit Home Services

  Customer Answer

  Date: 12/06/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18490231, and find that this resolution is satisfactory to me. We will expect a full refund and will withdraw our refund request from ******** *******. If the refund is to be via a credit on our **** account SolvIt should notify us when the refund is done. If SolvIt intends to refund by check it should be made out to *** ** ******.
  
  
  
  Sincerely,
  
  
  
  *** ******

• Initial Complaint

  Date:10/24/2022

  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.

  Annual Maintenance crew came out on October 17th. A large pool of water has been collecting under Furnace since after the appointment. The maintenance team left the HVAC in worse condition than before the maintenance. We called as soon as we found out. The Dispatch confirmed to send someone out between 6 pm and 10 PM for an emergency appointment. We stayed up till 10 pm in the night and no one showed up. When I called at 10 PM.
  
  It seems HARP is only interested in up-selling and recommending replacing new units and not paying any attention to the actual maintenance.

  

  Business Response

  Date: 11/08/2022

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager made contact with Mr. ***** about this matter on 10/26/22. We apologize there was an issue left from the tune-up visit on 10/17/22. There was also a scheduling error on our part for the follow-up visit scheduled for 10/21/22 that has since been addressed internally. We returned to Mr. ******* home on 10/22/22 and addressed the issue so the heater is operational and provided additional recommendations. Mr. ***** expressed dissatisfaction with this experience and we offered to provide compensation for his time. He appreciated the call however after further review of the experience we have made attempts to reach back out to Mr. ***** to resolve this matter further but were unable to reach him. We encourage Mr. ***** to reach out to us about this matter and we would appreciate the opportunity to further discuss and resolve his concern. 

• Initial Complaint

  Date:10/07/2022

  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.

  On 9/28/2022 a service technician from HARP came to my home to do an annual furnace inspection before the beginning of the heating system. The furnace was sold to me and installed by HARP on 6/5/2015 for a cost of approximately $12,000 and was inspected/maintained by them annual since. The 9/28 inspection resulted in the technician indicating that the heat exchanger in the furnace was corroded and needed to be replaced. He also indicated that the furnace needed to be shut off/red tagged until the heat exchanger could be replaced. HARP was going to order the part and schedule the installation when the part came in. I followed up after a week to see if the part was in and was told that the part would not be in until Dec/Jan. When I asked what I was supposed to do for heat until that time, the customer service representative from HARP told me I could elect to have a new furnace installed as an option. I've had the furnace for less than half of it's expected useful life (useful life should be `15-20 years for a gas furnace). I live in the northeast and it will be cold before the part arrives in Dec/Jan and I don't think the burden of paying for a new furnace and the cost to install it should fall to me just because the heat exchanger failed (this part is warranted for the life of the furnace) and the part is not available. I asked for a manger at HARP to call me so I could address my concerns but was told by the customer service rep I spoke with that she had the ultimate decision making authority as far as my options were concerned. I am going to try and reach out to the furnace manufacturer, ******** ******** but I do feel as a long time customer of HARP (over 20 years) that they should have done this on my behalf to see if they would reimburse for a portion of the useful life of the furnace that should still be left on a furnace that I cannot use. The issue with the heat exchanger is obviously a defect in the product as I have meticulously maintained it.

  

  Business Response

  Date: 10/26/2022

  Thank you for the opportunity to respond to this complaint.  The furnace was installed 6/5/2015 and the parts warranty from ******** ******** was still active but the labor warranty from Harp Home Services had expired. We shut the system down on 9/28/22 due to any potential risks from the crack in the heat exchanger. We ordered the part, but we were provided with an ETA of December/January before it would be received under the warranty. We were at the mercy of the vendor to provide the part and the only alternative option we could provide was replacement of the existing unit. Our Customer Relations Manager reached out to Ms. ****** on 10/17/22 to follow-up on this matter. We offered to assist by putting our labor cost for the heat exchanger toward the installation of a new unit. Ms. ****** had already replaced with another company and was unhappy this was not offered previously. We offered an amount as compensation due to any miscommunication from our representatives and for the experience. She accepted this offer and is satisfied with our response at this time.

  Customer Answer

  Date: 10/27/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:the $500 offered as compensation has not yet been received by me.  Given the poor service received from HARP I don’t trust that I will receive it therefore I am unwilling to close out my complaint until I receive what they offered.  
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 11/03/2022

  Our Customer Relations Manager reached back out to Ms. ****** and confirmed she has received the refund check we sent and we provided the updated invoice she requested as well.