Complaints

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• Initial Complaint

  Date:04/12/2023

  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 hired a Heating and Plumbing company to install an electric HVAC and control system to our hydronic heating and cooling system. We told him that we did not have any problems with our system, but propane is expensive, so I wanted to replace the propane boiler heat with an electric system. March 11, 2021 we paid $16,480 down payment (total payment $24,106).The cooling was not working until July 2, 2021. In the fall, he started the heat. I asked why the boiler was still connected to the system and he said the boiler was for back-up. On 10/26/21 I contacted him about the boiler running as well as the heat pump. My understanding was the heat pump was to produce the heat. He continued to work on it, but the boiler continued to run. I kept thinking this time it would be fixed. It was not. I contacted him on 1/6/22 to ask what his plan was to resolve this issue. 1/14/22 he said he would bring the control company technician out. Boiler continued to run. We still had high propane bills and I continued to tell him the problem was not resolved. He did come out and adjust, but the boiler still ran. I continued to contact him, as problem continued. He said the boiler may just be running on low. That was not satisfactory, because the propane bills remained high. At one point he said, at least you have good cooling, to which I responded I already had good cooling, at lower operation cost. He said he would look at the control app on his computer and get back to me. He did not. The next week I called, he said he would get back to me. He did not. I called again and he didnt answer. I called a new HVAC company and they explained why it could not work without the boiler with current equipment, so there was nothing they could do.My propane bills are as high as before. My electric bills are higher than before. I paid $24,000 for a system that does not do what it was supposed to.

  Business Response

  Date: 04/21/2023

  I have spent more hours on this job trying to satisfy the customer than I have on any other job in my career. Please see attached letter. I can provide additional pictures and details if required.

  System operation has been review by my equipment supplier and their technical support team and they have told me everything is operating as designed. No refund is required for equipment that is operating as designed.

   

  Thank you,

   

  *****

  Customer Answer

  Date: 05/09/2023

  This is my response to Warden plumbing. 
  The attachment is to show the cost of propane, as he said the increase in cost was why my propane bills were high. It is different from the first one because the first one has my name on it and additional irrelevant information. please dispose of the first one.
  I write this with a heavy heart.
  Thank you,
  *******************