Complaints
This profile includes complaints for Summers Plumbing Heating and Cooling's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 22 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/04/2024
Type: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 7th 2023, Summers installed a new drain line for our sump pump. We noticed that they buried it very shallow, but were told it didnt need to be deep if it was sufficiently sloped.Several weeks later we received a significant amount of rain followed by bitterly cold temperatures. The line was improperly installed and froze. We entered our finished basement to find significant flooding.We have both a primary and a battery powered backup sump pump. On Friday evening I was in the basement the backup had not yet kicked on or an alarm would sound until turned off. On Sunday morning, both the primary and secondary pumps had failed AND WERE BURNED OUT. I called Summers to come out and resolve the issue. Summers sent one of the same people that installed the line to check on the issues, he told me the pipe was too small to run a camera down but that the drain line was fine since there was no ice at the cleanout. I installed a new sump pump and battery backup. Shortly after I started up the pump, the rubber coupler connecting the pump to the drain line broke loose, shooting water all over. The line was indeed blocked with ice, if not completely then mostly. It would have been like trying to run a garden hose through a drinking straw. We had a 2nd plumber out and, despite the assertions of Summers, he was able to run a camera down the drain line. I have a copy of the video and watched them scope it. About 2/3 of the way to the sewer the line slopes back up creating a water pocket in the line. The pocket froze and blocked the drain line in the extreme cold. Upon reviewing the video, Summers concedes that the drain line was improperly installed but takes no responsibility for the subsequent damage. Summers should make this right and that includes the cost of the water remediation, all the damages to our home and personal property due to their faulty work. We have documented and photographed the damage to the basement and the personal property.Customer Answer
Date: 03/08/2024
The branch I worked with was the ********** branch. I had someone out from Summers (***************************) who originally quoted the project. When trying to schedule the work it seemed that he had been promoted to another office, so ******************* came out and re-evaluated the job to make sure it was quoted correctly. By the time we got on the schedule it was early November. Two men worked on the project including *********************, who was subsequently promoted to Plumbing Supervisor backfilling ***************************. ********************* was also the person that came out the day we had the flood, charged me $159 for a service call and told me it wasn't the drain line because he didn't find any ice at the cleanout and said that the 2" line was too small to scope. I've included the weather from the day before and the day of the flood. The pipe is only a foot underground and the belly full of water in it would certainly have frozen. I addition to all the ground water from all the rain the previous week, our whole house RO system waste water goes to the sump pit creating almost a continuous slow feed of water that the sump pump and backup would have struggled to force past the frozen section of pipe. I would gladly attach the video from the subsequent plumber showing the drop and rise in the pipe that caused there to be a belly full of water but it's too big to attach here and has already been provided to Summers Plumbing.
Business Response
Date: 03/20/2024
On December 7th we received a call from ********************************* because his basement was flooded. We sent out a plumber to evaluate the situation. The basement was flooded and neither one of his sump pumps were working. The plumber inspected the discharge line where it leaves the house before it goes underground. He inspected the pipe by removing the cleanout cap and looking into the pipe. If the sump pump discharge line was frozen there would have been ice in the pipe at this point. The pvc would have most likely cracked and broke and it would have had to be repaired. This is the first place the pipe would of froze because it is in the direct elements of the weather and is not protected or insulated by the ground. In fact, it takes longer than 4 or 5 days for the ground to freeze twelve inches deep. The ground temperature does not change that fast.
********************** stated that when he installed the new sump pump it blew the pipes apart. If his original sump pumps and battery backup were working properly, and the discharge pipe froze the rubber coupling would of blew apart before the pumps burned out. In fact, when he walked down into the basement, it would have looked like a waterfall.
********************** also sent a video from another company showing that there is a small belly in the pipe with water in it. This video was taken four days after Mr. ********** basement flooded and the temperatures never rose above freezing. If the sump pump discharge line was frozen, and the temperature never rose above freezing then the other company would of saw ice not water in the pipe. For example: if you put a piece of ice in a freezer, the freezer temp does not rise above 32 degrees you come back four days later you will find ice not water.
The discharge pipe does have a small belly in it. We did offer to dig it up and fix it. We will even pay for a video inspection of the pipe after we are done to show it has proper fall in it. We will not pay for damages done to his basement because his sump pumps failed and were not in good working order. The discharge line did not freeze. All the information he has provided shows that the discharge line did not freeze.Initial Complaint
Date:01/17/2024
Type: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.
Called Summers for blockage in main lines. Came out and cleared the line outside of home. Two days later water backed up in basement called them again was charged a diagnostic check $99 instead of Roding line in basement. Was told it was not the line but the sewage pump was out and the cost would be about 2 grand and based on the tag attached to the sewerage plump it hadn't been serviced since 2018 per Tech.(Photos will show this is the date purchased not serviced) was told if I brought pump would be ****** to install.(Photo of purchased) Spoke with contractor ****** who came to house. Stated not the sewage pump just clogged and needed Roding(Photos of him Roding line pulling tree roots from line and water went down costing $200. However basement flooded for misdiagnosis of Summers Tech and false claim of issues documented aka diagnosis requesting refund(99.00). I understand business is slow but this is not right to price ***** your customers.Business Response
Date: 02/26/2024
After reviewing the notes taken by the plumber for this customers invoice, it appears that the homeowner's main plumbing line was clogged when he arrived. The plumber used a rod machine to clear the line and found tree roots in the sewer. Six days later the homeowners sewer backed up again. The plumber misdiagnosed the issue during the second trip. I have attempted to reach out to the customer to refund the total amount for the service but the current cell phone number provided is no longer in service. I have sent an email to the email address provided and I am awaiting a response.Customer Answer
Date: 02/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.No one has reached out to me from the Company
Regards,
*************************Business Response
Date: 03/07/2024
The manager tried to call and the phone number said that it was no longer in service. A email was also sent to the customer. At this time, he has not received a reply email. If we could get an updated phone, he would like to reach out.Customer Answer
Date: 03/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]My phone number is *************. As of date I have not received an email from Summers as stated in the email. I have provided my number per the quested.
Regards,
*************************Business Response
Date: 03/11/2024
We were able to reach the customer with the new phone that was provided. The ** of that location has issued a refund.Initial Complaint
Date:01/15/2024
Type: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.
Furnace was installed 2021. Furnace has failed two times on the coldest day of the winter two times since install. At this time furnace is not working and temps are below 0. Company says that consumer must pay a 150 service agreement and also a service call fee in order to have repair. consumer does not have that money at this time so company says consumer must wait 5 days until repair although weather will remain below 0 the entire time. Consumer has paid almost ****** to this company in the past three years getting a new furnace, heat pump, and water heater. This is the second time the furnace has failed since that time. Company needs to ***** warranty and provide services to fix this faulty system expeditiously and without charge. This is a substandard product as evidenced by failures and absolutely unacceptable response from company. Company refuses to allow consumer to contact management or owner. Company says management will return call within 24 yours. In the meantime we have no heat.Business Response
Date: 01/18/2024
Summers has spoken with our customer, and we have admittedly made a mistake and apologized for the miscommunication on our end regarding the customer's warranty. ********************** has refunded a $99 trip fee that was collected 1/15/24 and we are scheduled to return to install a warranty part at no charge to the customer for labor or parts.
We appreciate the opportunity the customer has given us to apologize and make the problem they are experiencing with their system correct and, will continue to work diligently to ensure that they are taken care of as quickly as possible. Summers will continue to monitor the return to ensure that this customer is taken care as our customers the service and experience they receive are our top priorities.Initial Complaint
Date:11/20/2023
Type: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.
They put in a new water heater for ******* There water gas exhaust fumes coming into house they smell it one time Making family members sick Was told my vent was fine it is only 8 feet straight up. I had to remove water and replace with new because they could fix it. They refused to give me a refund I out ******* and ****** for a new one I installed myself.Business Response
Date: 12/12/2023
The customer is correct that ********************** installed a water heater but for $1975, the difference of the total for $2134 included our Safety and Comfort Agreement so that the customer would receive a discount for the water heater as well as receive a maintenance package and extended benefits.After several more visits it was determined as follows: 10/11 the range going to the water heater was replaced with no additional recommendations made,10/31/23 Summers tested for gas leaks and it was found that the water heater was back drafting, meaning the chimney in which the gases were released into was deteriorated and so a flu liner was recommended, there was no issue found with the installation of the water heater, gas lines or manufacturing of the equipment. 11/2/23 Summers was contacted again at which time we returned to the customers home and found that the water heater and install again were sufficient but that the problem with the gas was that it was returning from the deteriorated chimney. All 3 visits resulted in no additional charges to the customer and as is our policy only a trip fee will be waived if the reason for the call back is a result of an insufficient installation and none of the 3 visits was there a problem found with the product or installation preformed but the fees still waived. Then on 11/8/23 our customer service supervisor received the complaint, and it was advised by the customer that they had already installed an electric water heater themselves to replace the gas water heater.A manager was requested at this time to call the customer to see how we could be of further assistance and an additional visit from a supervisor/manager was not scheduled since the water heater had already been replaced and so Summers would no longer be able to confirm the condition of the installation. The manager called the customer and reiterated the issue with the chimney and the flue liner being recommended and confirmed that there was no issue with the installation or product and so at this time Summers would not be able to issue any refund for services rendered or product installed.Initial Complaint
Date:08/07/2023
Type: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 contacted Summers to remove my old boiler and install a new one supplied by me. They came on July 12th and swapped out my gas shut off to the boiler, as well as removed the old boiler and expansion tank, and they moved the new boiler downstairs into position. I was then informed they required additional parts to finish the job, and they left things as they were, which I was assured is perfectly safe. I have waited three and a half weeks for any updates concerning the acquisition of these parts and finishing of the job. The only contact I have gotten was from me personally reaching out and calling them, typically resulting in a promise to call me later with updates and then never receiving said promised call. Not once have I been contacted by them, it has always been me initiating any exchange. After over three weeks, I was finally informed by whoever is answering the phone at their location that one of the parts apparently is not able to be provided by their normal part supplier. I do not see why they could not have informed me of that sooner. I have still not been given any estimate as to when they will finally have the required parts, or any estimate as to what additional costs I may have to pay for them. Leaving a job unfinished and leaving a customer in the dark for almost a month is unacceptable. I would like to have the job actually be finished and to be told what additional costs I'll have to pay for these parts we've been waiting so long for.Business Response
Date: 08/10/2023
Dear Summers Customer, thank you very much for bringing this matter to our attention. It is of the upmost importance that our representatives make certain that they are following thru diligently and in a timely manner. We appreciate you taking the time out to explain in detail the matter and have since been able to collect and update and, hopefully what is a satisfactory resolution. As of this morning August 10th, 2023 our customer service supervisor has been advised that our sales representative has been in touch with you and has been able to confirm that Summers will be returning August 16th, 2023 to complete the installation of the boiler system as our management staff was able to complete the task of acquiring all necessary parts that were not included in your purchase for the installation of the customer supplied boiler. We also understand that this morning the sales representative has confirmed a final cost for the installation as requested/needed. If there is any discrepancy with the information just confirmed please contact our customer service supervisor as she will be able to be of further assistance and will be certain to make sure that she continues to see the final installation through until complete. In regard to the matter of our lack of communication concerning updating you with a parts status or installation date we want to reiterate that we appreciate you bringing this to our attention as, again, it is of the utmost importance we are following ** in a timely manner. You are correct that no communication or insufficient communication is unacceptable. Our management staff has followed up internally to make certain that the expectation for our staff is communicated clearly so that this should not happen again.Initial Complaint
Date:05/05/2023
Type: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 mid-March 2023, I purchased a new furnace/** from Summers for $9183. I had a new 200 amp entrance installed to handle the ** load. The system was working until there was a wind storm that caused a neighborhood power failure and the unit stopped working. My other appliances were undamaged. I called Summers for service on or about 4-27-2023. The service technician from Summers explained that the transformer inside the furnace was blown. When I questioned why the new circuit breaker would not protect against power surges, I was told that it probably was not a strong enough surge to trip the breaker and that the transformer could be damaged by lesser surges. I asked why the system did not incorporate surge protection; that it seems like a design flaw if the system could not stand fluctuations during storms. I was told I could buy a surge protector for the furnace for $283 and another for the ** for $283. I asked if those would be able to be reset like a circuit breaker if tripped. I was told no, I would need to buy another surge protector each time it got tripped. The system was one month old so I asked about warranty but since it was an "Act of God", it is not covered under warranty. I had to pay $465 for a new transformer even though I have a service contract and a warranty.I tried to call to complain and the first call, I was told I did not have an account. The second time I called I spoke with a nice lady who said she would have a supervisor call me back. No one called me back and it has been over a week since I last contacted Summers. I believe that if a furnace/** unit needs more protection than what a brand new, dedicated circuit breaker can provide, then I should have been informed prior to installation and that protection should be installed and included in the price of the system. The furnace/** units are not robustly constructed if they fail one month after installation during a storm. I cannot afford to buy a transformer after every storm.Business Response
Date: 05/10/2023
Since the complaint received 5/8/2023 our service manager has called the customer to confirm the original issue was not covered under manufacturer warranty. Issue was caused by power surge not equipment malfunction. In goodwill, Summers is installing two surge protectors, 1 for the Furnace and 2nd for the *** at no cost to the customer to prevent this issue from reoccurring. The customer has accepted our resolution and understands the surge protectors can withstand more than once surge. Summers is scheduled to return for the installation on 5/11/2023 as that date works best for the customer.Customer Answer
Date: 05/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. Summers has performed as promised and I am satisfied with the resolution.
Regards,
*************************
Initial Complaint
Date:02/27/2023
Type: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.
Feb. 2023 - Summers gave me a FREE ESTIMATE without written details of the charges of what work would be done to repair a sewer cleanout and insider sewer pipe. A verbal overview was provided. I told the employee about the issue found by another vendor: the sewer line clean out was blocked with gravel and dirt. Here is what I was verbally told would be done: 1) Excavate area to put in new clean out, 2 feet deep and approximately 3 to 5 feet extended out from house, 2) repair the damaged sewer pipe clean out pipe, 3) place gravel under the pipe to provide support, 4) get inspector approval, 5) air jet line to make sure it’s clear, 6) use camera to make sure all is clear, 7) grade and seed area of yard excavated and 8) repair sewer pipe in basement that cracked, . Total estimate was $____, with a discount if paid in cash.
Two technicians arrived but DID NOT have to use heavy equipment to excavate or air jet, and no lawn seeding needed. They dug a 2 ft deep hole and approx. 3 ft wide near the house with shovels and repaired the pipes. The technicians did do a good job, but the CS department didn't want to listen to my concerns or work with me. Summers is wanting to bill me for the full amount of the ESTIMATE, not for the actual work done. When I asked for an itemized bill, I was given a breakout for the pipe repairs, but not for the rest of the charges. I was told they only bill FLAT RATES. They were informed on Sunday that a stop payment was placed on the check given because I had time to think about and consult with others about the unreasonable charges for the work done, but they tried to cash the check anyway (possible timing issue). Now they also want to charge me a fee for this too. I sent a letter with my dispute to management along with a partial payment until the issue is resolved. I received a letter back from the CS/AP supervisor stating no partial payment will be accepted and the amount due is the same amount of what is on the estimate. “Our estimate does include but does not promise the use of the jetting machine, camera, or excavator.” My understanding of estimates is a guess of the cost of the work to be done, and not an actual charge of the work completed. So, how can they bill me for the services completed and equipment used that were discussed during the estimate visit, even though the estimate and actual work done are different?Business Response
Date: 03/07/2023
Please be advised that a free estimate with written details of the work to be completed and charged was provided February 3rd, 2023. It was notated that day that the work to be done would be to install a cleanout outside and also the "y" repair in the basement.
As confirmed February 10th, 2023 the yard was excavated to install the new cleanout and it is true that Summers hand dug the job as this was going to be the most appropriate, safe and efficient way to complete the excavation for the new cleanout. The new sewer line and cleanout were installed. Gravel was placed under the new installation and the work has been inspected and passed. As previously mentioned the air jetting was not needed, it was included in the estimate if it should have been needed, there would have not been an additional charge to the original estimate of $3600.00 if it were to have been used. A camera was not used as it was not necessary, the repair was good and remedied the clog issue of gravel and dirt and water was flowing as it should thru the new cleanout. The camera was also included in the estimate if it should have been needed to verify any additional clog. The grade and seed has not been completed as it is recommended to allow a settling period for the newly moved dirt to prevent a dip in the customers yard. The grade and seed which has also been included in the cost estimate can be scheduled at a later date and with the representatives at Summers. A sewer repair in the basement for the "y" was also completed February 10th, 2023.
Summers appreciates and thanks you for your inquiry about an estimate and if it is a guess of the cost of the work to be done or an actual charge of the work completed. Summers is able to verify after our internal follow up that we believed the cost of the job for the cleanout installation and basement inside "y" repair were both estimated and determined an actual cost as listed on your estimate, job ticket and invoice in the amount of $3600.00. This is of course before the applicable return check fee is applied should a customer submit payment by check and then said check is returned as cannot be processed for any reason.
Summers has billed our customer for the work completed, the cleanout install and the "y" repair in the basement. The cost estimate included the cleanout installation and the "y" repair. It did include if we should need to use an excavator, the use of a jetting machine or running a camera in the line, those items would have not been an additional charge if they should have been used to complete the authorized and approved work for the cleanout installation and "y" repair in the basement.
Please if there should be anything that we can resend to you to reiterate the written estimate, the work completed or the charges billed for the work completed contact our office. Or if the cleanout was not installed, the "y" repair in the basement has not been completed or may not be functioning correctly please call our Summers office.
Thank you for bringing this matter to our attention and for allowing Summers the opportunity to apologize for any miscommunication or frustration that this situation has caused.
Customer Answer
Date: 03/07/2023
Complaint: ********
I am rejecting this response because:This is not
a satisfactory response. Frist, your
organization did NOT provide me with a free estimate with written details nor
an itemized bill for the actual costs of the services rendered. The cost of the pipe repairs were broken out,
but nothing else. Second, based on the
information I have gathered to date, the repairs of the pipes (sewer and
basement) were $328 each, and the fee you were assessed for the Citizens Energy
permit to complete the work was $209. Third, there is no need for any grade or
seed on my lawn.
I am not disputing that the repairs were
completed. I am questioning the $3,600 amount
Summers wants to charge me for the ACTUAL work completed. In
consideration of the information above, I am still requesting an itemized
statement. The check sent to you for
half the amount of the estimate was to show good faith that I am not defaulting
on payment to Summers. I have continued
to ask for an itemized statement and you have refused to provide me with that
in writing. You indicated in your letter you will not
accept partial payment and you won’t cash that check, but you did not return it
to me either. Why should I trust that
you won’t take that check and cash it at any time? Also, your organization wanting to charge me
another $20 for the original check I stopped payment on (I informed you of this
in advance) doesn’t seem to be very customer focused, nor does any of the
responses I have received to date. My
experience with your customer service personnel has not been good at all.
My request
is simple and reasonable ---I want an itemized statement outlining the charges
so I can understand what the other approximately $2,600 is for that you want to
charge me.
Sincerely,
* *******Business Response
Date: 03/14/2023
An attempt was made 3/10/23 to resolve the customer’s
complaint, as is our policy, sending our manager to the customer’s home.
It was confirmed with the customer that the quote was
completed on 2/3/23 for the total of $4000 or $3600 if paid in cash.
It was also confirmed with the customer that the customer
called us back 2/7/23 to schedule the work we quoted on 2/3/23 and said work
was completed on 2/10/23 in full and the disputed amount is due.
We confirmed with the customer that there is no price
difference between excavating the ground with an excavator or hand
digging. Hand digging was the preferred method because it would cause
less damage to the customer’s yard. It was also confirmed with the
customer that the free service of using a camera and jetter after completion of
our work was not needed because the line was flowing freely and there were no
additional clogs that needed jetted or cameraed.
During the visit to the customer’s home on 3/10/23, the
customer stated no money was going to be paid at this time.
The customer’s check that was received in the amount of
$1800 is being returned by USPS today, 3/14/23. We are also including
another itemized statement showing the balance due. This is our fourth
statement provided to the customer. We previously sent statement on
2/10/23, 2/17/23 and 2/24/23.
The customer has not provided us with any reason why the
previously sent itemized invoice were not satisfactory.Customer Answer
Date: 03/22/2023
To Whom It May Concern:Thank you for your communication about this complaint. Although the issue is not resolved, I don't believe it is going to be since Summers won't provide me with a detailed itemized statement for the $2,944 they are wanting me to pay on top of the other two line items of $328 each for the pipe repairs and $20 for the stop payment I put on the check. (they did send another statement with the total amount of $3,620).As an FYI, the communication I received from the BBB on 3/14/23 indicated I had 10 calendar days to respond, which should have been on 3/24/2023. Regardless, the only response I would have made was not, it is not resolved. There has been no change of position on either side, so I am not sure it makes sense to continue the communications through the BBB portal.I appreciate all the effort you have provided during this time. Also, it is helpful to know consumers have a place to file complaints in hopes of a resolution. This one has just not gotten there.Kind regards,****** *******Business Response
Date: 03/29/2023
While it is Summers PHC policy to quote/estimate or
recommend work using a flat rate basis we will be further itemizing the charges
as requested by the customer. We are mailing the further itemized charges
in full totaling $3620.00 due, to the customer today in hopes that this will
remedy the customers request for an itemized statement/invoice, in hopes to rectify
charges due in full for work completed.Initial Complaint
Date:11/28/2022
Type: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 name is ***********************, I am filing this complaint on behalf of my mother ***************************. She is elderly and not in good health and doesn't know how to operate a computer. My mother met with Summer's Heating, Plumbing and Cooling, after being with out air conditioning for over a week, in the heat of the summer. The sales person convinced her to buy a whole new heating and cooling system. the price was much more expensive than she had anticipated. She was sold a service contract, that she said was never mentioned. The total price she paid was $9,664.00. The heating and cooling system was installed on 9/07/2022. The job was supposed to take 8 hours to complete, and it only took around 3 hours. The job was never finished, the line sets were never installed under the house, and the roof was not finished where the pipe leading from the furnace was installed. After several attempts to just get someone out to take a look, we do have an appointment tomorrow 11/29/2022. According to their records, the job was completed. It has not been completed!A City Inspector came out approximately 2 weeks ago to examine the job. He actually found more things wrong that didn't meet code. the furnace was not installed in the proper position to allow proper ventilation, as well as the roof not repaired and the line sets not being replaced under the house. A notice was placed on my Mother's door, and she was told NOT to remove it. I am hoping that ******'s also received a copy of this notice. My Mother also had a few roofing companies come out and give her advice on what still needed to be done in order for her not to have further roofing problems. She also received estimates from these companies. My Mother would like for ******'s to finish the job she paid them for, and receive a refund for the service contract that she didn't agree to purchasing. Thank you for your time!Business Response
Date: 12/11/2022
*******************,
I am extremely disappointed in my companies performance with regards to your Mother and our less than acceptable execution of her installation. I have already contacted my installation manager and and trying to identify where the breakdown occurred, so we can fix those. As of Dec. 8th, it appears as if we have returned and corrected the issues with our installation. If you believe this not to be the case, please call our office and i will have my installation manager to go out and do a final inspection and sign off within the next week.
I understand that when we perform less than satisfactory work, it makes customers question the entire process, including pricing. As a clarification, the service contract is included with all new installations.
As I mentioned, i am disappointed in our performance in this case, because we take pride in out work, We clearly failed and I intend to insure that we rectify the issues that your mother has had.
Thank you,
*********;
Summers Plumbing Heating and Cooling is BBB Accredited.
More InformationWhy choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.