ComplaintsforPeterman Brothers Heating, Cooling, Plumbing & Electrical

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My experience with Peterman Brothers regarding the installation of our HV** system has been nothing short of frustrating. While I initially hoped for a smooth process, the reality has been far from it.Upon installation, we were informed that the ** unit we had purchased was out of stock, and instead, they installed a heat pump without consulting us. We were assured that they would promptly swap it out once the ** unit became available. However, despite our repeated attempts to follow up, we've encountered a significant lack of follow-through.Every time I call to inquire about the status of the replacement, I am forwarded to the install team, but unfortunately, that's where the communication seems to end. Despite providing my information repeatedly, I have yet to receive any meaningful response or progress update.While I understand that unforeseen circumstances can arise, the lack of communication and action on Peterman Brothers' part is deeply disappointing. It's disheartening to feel like our concerns are being brushed aside, leaving us stuck with a system that doesn't meet our needs.I urge Peterman Brothers to prioritize better communication and accountability with their customers. As it stands, I cannot recommend their services to others, given the frustrating experience we've had to endure.

  

  Business response

  03/14/2024

  ******************,
   We apologize that our communication was lacking and left you feeling brushed aside, this is not our intention. We always aim for a great experience and take great strides to make these experiences better when we dont meet expectations. A member of management has reached out to discuss your concerns and questions. Per the conversation, we are getting this squared away and moving forward.
  As we will always do our best to make sure our customers are given 5-star service, please accept our apology for this delay, we do hope that we can regain your trust in Peterman Brothers.
  We thank you for the opportunity to service your home.
  Peterman Brothers

  Customer response

  03/21/2024

  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. 
  
  A sales manager reached out last week and said I will hear from the install team to set a date to swap out the heat pump for the ** unit we paid for. I still have not heard from the install team.  
  
  Regards,
  
  ***************************
  

  

  Business response

  03/22/2024

  *****************,
  Thank you for your patience while we made sure the correct piece of equipment was available for the swapping of the heat pump. As of this writing, we do have you on the schedule, Tuesday morning, 3/26/24. As we always do, we will give you a call at least 30 minutes before the team arrives at your home. Thank you for having us at your home.
  Peterman Brothers

  Customer response

  03/22/2024

  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. 
  
  
  

  Regards,

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

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tuesday I *********** and the plumber was kind but flooded my bathroom and laundry room and scratched my bathroom floor when removing the toilet. I've been doing laundry and trying to clean since. As someone with a brain injury and unable to bend down, I can't clean up this mess quickly. It flooded my room, my wood floor is scratched and the floor around where the toilet was moved is all scratches. I've got pictures and they've never been asked for. I almost passed out when the guy was here trying to clean up the mess, and he went outside. NO ONE WILL CALL ME BACK. I just want communication. It's been over 24 hours and I've called 5 plus times and no one will talk to me about it or be concerned. I've been in tears all day.....I don't know what to do. They screwed this up and I've been nothing but kind and still can't get a resolution or help. I'm tired of walking in gross nasty water junk. I paid $800 but signed up for a yearly contract so it wasn't over $1000. I want the contract canceled at this point and refunded. I told this guy it was the sink clogged not the toilet. UGH. I'm so frustrated and they don't care. Why am I paying to clean my house and have scratched in my wood floor that's 1 year old?? They also dripped stuff through my house my dogs tried to lick up. The supervisor came out, they knew something was wrong.....

  

  Business response

  02/22/2024

  **************,
  Thank you for this review. We are sorry this has happened and have been working on this being remedied. Per the call with you this morning, we have presented a resolution, and you were happy this would be taken care of soon.
  We did send a supervisor to the home; he sent a camera into the cleaned-out pipes to ensure the blockage was removed since we had been out recently for a clogged drain. The ********************* informed you about your solutions and what you can do so this will not occur again soon.
  Our Customer Experience team member does have your best interest at heart and is doing everything to make this right.
  Thank you for allowing us in your home.  Peterman Brothers

  Customer response

  02/23/2024

  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 

  I don't think it's fair I'm still paying for the yearly contract, I would like that canceled, and that I am paying for the original service! I'm going through a hassle and people in and out of my house and my dogs locked up and all this,  and the spat said I have to pay because my water is working!! I think that's a bit crazy.  

  The guys that are here are kind, but i can't believe i have to pay for the original service or continue my contract!
  
  Regards,

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

  
  

  Customer response

  02/26/2024

  I now have 4 bags of wet clothes, blankets, and towels that have been wet since the flooding....I can't get in to do the laundry and my anxiety and brain injury keep me from doing to the laundry mat.  I'm SOOOO FRUSTRATED. This is supposed to go on for DAYS longer.... my clothes and things are going to be RUINED.  

  

  Business response

  02/29/2024

  **************,
   We are sorry for any inconvenience this has brought you. We understand your frustrations with having this happen and are taking all the steps necessary to make this better for you. Unfortunately, this is going to take time. When we were asked to unclog your pipe, the clog and everything in that pipe took the path of least resistance and came up through another drain in your home. A Customer Experience team member called you within 24 hours of the complaint reaching that department and immediately called a remediation company to come to your home and start cleaning up the waste that came through your pipes.
  Per your request, your membership has been canceled by you and your file has been updated.
  Our Customer Experience team member will be working with you on the next steps since the remediation part is finished.
  Thank you for allowing us into your home.
  Peterman Brothers

  Customer response

  02/29/2024

  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. 
  
  [What about the reimbursement for the costs on my charge card? I appreciate the cancelation of the contract so quickly!]

  
  Regards,
  
  *************************

  
  

  

  Business response

  03/01/2024

  **************,

   The charge for the work that has been done should be addressed with the Customer Experience team member you are working with. They are able to answer any questions or concerns that you may have. 

  Thank you for having us in your home.

  Peterman Brothers

  Customer response

  03/13/2024

  This is NOT closed.  I am still waiting for my house to be completed.  There has been NO more work done since the remediation was completed.  I want my refund and some compensation.  I have been without the bathroom and laundry room for 3 weeks now.  This is ridiculous.  I cant even get someone to call me back.  I cant get it transfered to a manager.  I was JUST told yesterday by the person that is supposed to be putting the floor in, that has never been here, is in the hospital, I have never been informed.  Is there no one else?  Why is no one communicating with me???  I just want communication!  I am so stressed over this.  Keeping my animals blocked off from certain parts of my house with different furniture and such. Something HAS to be remedied.  SOON.

  Customer response

  03/13/2024

  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.]

  This is NOT closed.  I am still waiting for my house to be completed.  There has been NO more work done since the remediation was completed.  I want my refund and some compensation.  I have been without the bathroom and laundry room for 3 weeks now.  This is ridiculous.  I cant even get someone to call me back.  I cant get it transfered to a manager.  I was JUST told yesterday by the person that is supposed to be putting the floor in, that has never been here, is in the hospital, I have never been informed.  Is there no one else?  Why is no one communicating with me???  I just want communication!  I am so stressed over this.  Keeping my animals blocked off from certain parts of my house with different furniture and such. Something HAS to be remedied.  SOON.
  
  Regards,
  
  *************************

  
  

  

  Business response

  03/14/2024

  **************,
  We understand how frustrating this can be when you are without laundry and a bathroom. Our Customer Experience team member has been in contact with you, (2/21, 2/22, 2/27, 2/28,3/2, 3/6, 3/13 and 3/14) and has explained what the next steps are. Since the remediation has been done, an insurance claim has been filed on your behalf since our Home Repair Technician is in the hospital. You will be contacted by an insurance agent that will be handling your case. We will be updating you once we know as well. The Customer Experience Team Manager has reached out to you to hear your concerns. We have been taking all the necessary steps to resolve this for you, it is unfortunate that this has happened.
  Thank you for allowing us into your home.
  Peterman Brothers

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a ****** put in a couple of years ago we have been paying on it then we had a havc inspection on our plumbing they came out to do the Job we had an issue with our sink. They charged us 877 for it we have a payment agreement of 10 dollars each month because my husband is on disability I have told them this I'm his wife as well as his power of attorney they sent us a letter saying that if we didn't pay they would put a lean on the house which they can not do by any means they keep harassing us over money I told them they will get there money when he gets paid every month not only that but they are false advertising. Claiming that the ****** is free and that people would get ***** dollars back. That is a lie these people are ripping people off I told them that if they kept on harassing us over the money that they can mark the bill paid in full. These people need to have their business license taken away and there business needs to be closed down permanently I understand that they want there money but so does everyone else we have already been paying for the ****** through Good leap and we have sent the 2 payment of 10 dollars for the sink i don't know if it got it or not but like i said these people need to have there business licens taken away and there business shut down thank you and God bless you we would like not to have to pay any more money for the future or the sink and no more contacts from the business

  

  Business response

  02/13/2024

  *******,
   Thank you for your thoughts. We do believe there is a misunderstanding, we can clarify this for you.
  On 1/23/2023,we did install a furnace for you, and it was financed through Good Leap, which is a different company. You had also signed up for the Membership program at the same time, which was an agreement of $12 per month and we would come to the home three times a year. Once to check on your furnace, once to check the ac and once to check your plumbing. We have canceled the membership for the maintenance visits due to payments not being received.
  
  On 11/30/2023,we were called to the home for a leak when the faucet was turned on and the shower arm was also leaking. As part of our membership, the estimate is free and ************** presented 2 estimates, we scheduled with you to return on 12/5/2023 for the following: Install new kitchens sink faucet with sprayer, we will cut out old faucet and replace it with new customer supplied faucet.  Also replace shower arm for shower head. (see attached signed invoice).We were only given 2 money orders for $10.00 at the time of service, per the signed invoice: Payment Terms: Payment is due at time of service for all residential customers in the form credit/debit card, personal check, cashiers check, money order or financing (for qualified customers).
  As of today, we have not received payment in full for the plumbing repairs that were requested by the homeowner and the agreement for payment was signed by the ****
  If there are any other concerns or questions, please feel free to reach out to our Customer Experience team.
  We thank you for allowing us into your home. Peterman Brothers

  Customer response

  02/13/2024

  I have a question why did peaterman brothers threaten to put a lean on our house they can not put a lean on any ones period and not only that  they are false advertising on there ads on TV and on ******** they do not give any one Cash back  at all and they kept harassing us over payment. I understand that they want there money but like I have told them my husband is on disability and only gets paid once a month. We do not get paid like every one else does we have other bills that comes first they need to understand that and be more understanding of our situation  they will get there money when we get paid not before then and they will only get 10 dollars a month  no more than that if they can not accept it then they can mark the payment paid in full because I will not tolerate any type of harassment of any kind  thank you 

  Customer response

  02/13/2024

  And one more thing they have been getting their money  so as long as they are getting their money of 10 dollars a month there should be no resion for them to harasses us over payment and they have been getting their money of 139 for the furnace every month   so they have been getting paid so I don't know what there problem is 

  Customer response

  02/14/2024

  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.]

  I have a question why did peaterman brothers threaten to put a lean on our house they can not put a lean on any ones period and not only that  they are false advertising on there ads on TV and on ******** they do not give any one Cash back  at all and they kept harassing us over payment. I understand that they want there money but like I have told them my husband is on disability and only gets paid once a month. We do not get paid like every one else does we have other bills that comes first they need to understand that and be more understanding of our situation  they will get there money when we get paid not before then and they will only get 10 dollars a month  no more than that if they can not accept it then they can mark the payment paid in full because I will not tolerate any type of harassment of any kind  thank you 

  And one more thing they have been getting their money  so as long as they are getting their money of 10 dollars a month there should be no resion for them to harasses us over payment and they have been getting their money of 139 for the furnace every month   so they have been getting paid so I don't know what there problem is
  
  Regards,
  
  ***********************

  
  

  

  Business response

  02/15/2024

  *******,
  We understand your situation and we are willing to work with you on the payments for the plumbing job that was done at your home. You have spoken with our accounting team, and you have told them that you are willing to send in the $10 monthly, we in return will send updated invoices showing the balance.
  The furnace you installed is financed through Good Leap and they are a different company, we are not calling for those payments. Your payments of $139 are being sent to them, not Peterman Brothers. If there are any questions about those payments, please reach out to Good Leap.
  We thank you for allowing us into your home. Peterman Brothers

  Customer response

  02/15/2024

  As long as peaterman brothers accepts the 10 dollars a month and does not keep harassing us over the payment we will be fine  and they do not false advertise their business Thank you for helping me in this situation 

  Customer response

  02/15/2024

  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. 

  As long as peaterman brothers accepts the 10 dollars a month and does not keep harassing us over the payment we will be fine  and they do not false advertise their business Thank you for helping me in this situation 
  
  
  

  Regards,

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

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a toilet installed and ****** in October. There was a slight rocking at that time and we were told it would settle in. The rocking became worse at the end of November and now its leaking again. There was no seal applied to our toilet. We called and were told the warranty was only for a month. To spend two grand to get a toilet and wax ring installed and it leaks and rocks after a few weeks but no follow up is ludicrous Wed like to have someone come out and fix the leaking and stop the rocking I have a video of the rocking

  

  Business response

  12/28/2023

  ************,
  

  Until today, we had no knowledge that your toilet was leaking, we are sorry this is happening and would like to help.
  

  We do see that we were out to your home on 10/12/23 to repair the ****** and install a toilet, (see attached invoice). Today we received two phone calls from ************ asking our **************** team about your services from last October. We offered to have someone out to the home, but it was declined. Unfortunately, without access to the home, we cant figure out if there was a job not completed. We do wish you had informed us sooner with your concerns. 

  We do hope you return the call to our office so we can schedule a visit to your home.

  
  We thank you for allowing us into your home. Peterman Brothers

  Customer response

  01/11/2024

  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. 
  
  My husband was told they would not take a look without first charging $85 and that labor is only warranted for one month. The leak started the week we called. The toilet rocked after installation and it seemed to settle in and not rock as much but then it started leaking.
  
  We do not want to be charged for the house call and if something needs to be adjusted from the installation, to do that free of charge. We expect better service after spending that kind of money with this business. We expected them to stand for their product and workmanship.
  

   

  
  Regards,
  
  *************************

  
  

  

  Business response

  01/15/2024

  *************,
  Thank you for this response. We understand your frustration with this in your home.Again, we were not aware of any of this until ************ called us and we are unable to figure out anything without access to the home. A Customer Experience team member has reached out and left a voice mail to see if we could schedule a time to diagnose the problem. As of this writing, we have not received a call back.
  We do stand behind our workmanship when we are made aware that there is a problem,we are more than happy to come re-evaluate the job if we can get time to come to your home. Yes, we do charge to come to the home, we have labor costs, materials and equipment, tools and safety and other costs of *******************.
  We do wish you had contacted us before now, please contact our office if you would like us to address the toilet.
  We thank you for allowing us into your home. Peterman Brothers

  Customer response

  01/17/2024

  Well allow Petermans to diagnose the toilet and pay the $85 fee. 
  

  Do we call them directly and reference this BBB complaint? 
  

  Were not comfortable with closing this complaint until we see what theyre going to do about the toilet after they diagnose it. 
  

  Please advise.

  Thank you,

  *** and *************************

  Customer response

  01/19/2024

  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.]

  Well allow Petermans to diagnose the toilet and pay the $85 fee. 
  

  Do we call them directly and reference this BBB complaint? 
  

  Were not comfortable with closing this complaint until we see what theyre going to do about the toilet after they diagnose it. 
  

  Please advise.

  Thank you,

  *** and *************************

  
  
  

  
  

  

  Business response

  01/22/2024

  Mr. and **************
   We would be happy to get you on schedule to diagnosis the problem. You will be receiving a call from our office to schedule a visit. Once the diagnosis has been done, together we can decide what the next steps will be.
  We thank you for allowing us into your home. Peterman Brothers

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They installed a hot water heater, still under warranty. Pilot light keeps going out and needs sensor replaced but they are saying the vent pipe going outside needs redone. However, vent pipe looks brand new and should have been checked and done when hot water heater was installed. Now they are wanting additional $$$ to fix a problem that should have been part of installation in 2021.

  

  Business response

  12/05/2023

  ********************,
   Thank you for this review. We are sorry to hear that you need to light the pilot twice a day, how frustrating this can become.
  When we were out to your home in 2021 to install the hot water tank, it was mentioned by the technician, concern about the flu. Per the notes he does recommend someone to come inspect your flue pipes, not only for the hot water heater but also your furnace. You had informed him that you were moving in August and just wanted to replace the hot water tank.
  Per your call on 12/4/23, you did ask for someone to come out to see if they can get the pilot light lit and not go out. We came out on the same day and again recommended that the flu be inspected,the technician even has that scheduled for you. Once that inspection is done,we will then have a few suggestions to keep the pilot light going. As of today,we havent quoted any repairs for the flu.
  We have attached both invoices for the installation of the hot water tank and the diagnostic service you had 12/4/23.
  Thank you for allowing us in your home.  Peterman Brothers

• Initial Complaint

  12/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  See Attachment We feel the public should be aware of Petermans failure to perform as contracted at $20,551. In addition, we continue to incur out of pocket expenses using kerosene at $6.00 per gallon and electric heaters while trying to retain heat in our home as a result of Peterman not fulfilling their contract and providing the proper sized units for our home configuration. During the 21 days that the high efficiency furnace was operating, 100 gallons of propane were also used @ $1.48 per gallon, which is significantly higher and out of tolerance based on historical usage. This further supports the fact that the units are undersized. Meanwhile, as detailed above, the heat pump not being properly configured and undersized has not provided supplemental heat during the time the **** system was operable.We have also been impacted as a result of Petermans internal lack of communication, lack of professional performance and lack of urgency impacting our physical and emotional well-being. As a result, we are requesting a cancellation of their contract, removal of all of their **** equipment and refunding of the contract amount with personal financial compensation to ***** and ***************************** based on the attached details

  

  Business response

  12/05/2023

  *********************,
   We are sorry that we were not able to get your system working to your satisfaction. We are more than happy to cancel your contract with us and remove the system from your home. We know that you have been working with one of our knowledgeable Customer Experience team members and he will be able to request a check to be sent to you for your loan. If there are any other questions, we do suggest reaching out to him for answers. 
  You will be receiving a call to schedule the removal of the equipment we installed;we thank you for allowing us into your home. Peterman Brothers 

  Customer response

  12/05/2023

  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.]
  We are pleased and appreciate that Peterman has now agreed to the removal of the **** units provided by them and the reimbursement of the financing.

  We are asking that Peterman Brothers follow through with the offer that they made to us during previous unsuccessful negotiations for, "Financial compensation for the inconvenience and for the overall experience." In the amount of $1400.00.

  That financial compensation is requested to help us to recover expenses incurred during our dealings with the company since October 31, 2023. It was necessary for us to secure and utilize auxiliary heat sources of kerosene and electric heaters while the **** units from Peterman Brothers were not operating. The previous refusal of them to remove their units prevented us from securing a system and service from any other providers.

   

   

  Regards,
  
  *********************************

  
  

  

  Business response

  12/07/2023

  *********************,
   Thank you for allowing us in the home to remove the system. We are making sure the financed amount will be compensated to you. The financial compensation you are asking for was offered as a refund of the extended warranty that came with the system. Since the system is no longer in your home, the warranty refund is not necessary. We know that you have been in contact with our Customer Experience team member, he is working with management and you for the other concern that has been brought up.
  Thank you for allowing us in your home. Peterman Brothers

  Customer response

  12/18/2023

  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.]

   Dear Peterman Brothers,

  We Thank you for removing your undersized equipment from our home.

  We have not received the reimbursement for the loan at this time. Could you please tell us when we may expect that?

  The financial compensation of $1400 offered to us by your customer care team previously, was for our inconvenience and overall experience of dealing with the company ( ie. taking over 27 days to complete the installation and various other issues) This offer was made in addition to reimbursement for cancellation of the service contract for which the amount was $1700.

  During the 2 week time period that the technician blew the board and the system quit working until we could get you to remove your system  and have it replaced by another company we incurred additional expenses in trying to provide other heat sources for our home and a huge amount of inconvenience.

  Your ************* Team says they are willing to reimburse us for expenses that we can provide receipts for. They want 2 years of records of utilities for the months of Sept. Oct. and November.  The dates pertinent to this issue are not addressed until the December bill arrives. Previous years' use has no bearing on this because weather from year to year can be very different. 

   
  Regards,
  
  *********************************

  
  

  

  Business response

  12/19/2023

  **********************,
   Thank you for your thoughts.Our records show that your loan for the system has been paid in full by us to your loan company. We wanted to ensure that you did not have to worry about any payments to them to delay you being able to find another system.
  It is only fair to us that you can supply the documentation showing you overused your kerosene and propane during the ***************************** your home. We dont know what your normal usage is and if you want to be compensated for the extra expenses, two years of the same time frame will help all of us decide what can be fair. We have not received any of the documents, once received and reviewed, we will be able to determine how much of the $1450.00 you were offered for those extra expenses.
  Thank you for allowing us in your home. Peterman Brothers

  

  Business response

  12/20/2023

  **********************,
   Thank you for your thoughts.Our records show that your loan for the system has been paid in full by us to your loan company. We wanted to ensure that you did not have to worry about any payments to them to delay you being able to find another system.
  It is only fair to us that you can supply the documentation showing you overused your kerosene and propane during the ***************************** your home. We dont know what your normal usage is and if you want to be compensated for the extra expenses, two years of the same time frame will help all of us decide what can be fair. We have not received any of the documents, once received and reviewed, we will be able to determine how much of the $1450.00 you were offered for those extra expenses.
  Thank you for allowing us in your home. Peterman Brothers

  Customer response

  12/21/2023

  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. 
  
  The previous response from Peterman Brothers indicates "Our records show that your loan for the system has been paid in full by us to your loan company." We have not received any proof/verification from Peterman Brothers a payment was made. We have received no notification from Ally Lending (loan company) that the loan "has been paid in full." We called Ally today (12/21/23) to verify the account balance and spoke with representative ***** (ID number PR1) who indicated the loan has not been paid and has an outstanding balance $20,551.00. 

  Regarding the usage of supplemental means to heat our home Ie: ******************************* Peterman Brothers mentions the "Overuse" of Kerose and Propane. Kerosene has never been a means of heat, or supplemental heat, in our home. The Peterman response further indicates "27 days you had the system in your home" which is inacurate. The **** system was in our home for 36 days, but only provided heat for 20 days. Of the 20 days the unit provided heat, as previously outlined in our initial letter, the heat pump unit did NOT function to provide supplemental heat (to offset the use of propane). Because the heat pump did not function, and the propane furnace was undersized, 100 gallons of propane were used in the 20 days the furnace was operational.

  We are currently waiting for the utility company to provide the requested documents.  

  The Peterman response also outlines a dollar amount of "$1,450.00, you were offered for those extra expenses." The original offer to provide financial compenstation, as outlined in the attached letter from Peterman, dated 11/30/23, indicates  "We can also provide financial compensation for the inconvenience and for the overall experience." This was an offer for compenstation, not reimbursement. There is no stipulation outlined in the offer of compensation which would require proof or justification of expenses incurred.  

  
  Regards,
  
  *********************************

  
  

  

  Business response

  12/22/2023

  **********************,
  Our Customer Experience team member is patiently waiting for your documents to be sent to discuss fair reimbursement for your extra expenses that you have said you have incurred. As of today, he has not heard anything from you to discuss any of your concerns you mention above. We do ask that you reach out to him for the information to answer your concerns.
   Peterman Brothers 

  Customer response

  12/30/2023

  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.]
  

  Dear Peterman Brothers,

  In your response there was no acknowledgement of our previous communication concerning the $1400 financial compensation once offered by Peterman Brothers "for our inconvenience and overall experience." This subject was brought up to your **************** in the past and was avoided by them as by you.

  As of this date we have been unable to verify the payoff of the loan. We did receive an email from your company stating that there was an attempt made by Peterman Brothers to investigate that as well with no success. We thank you for that effort. 

  We have contacted our utility providers and requested the documentation that you and your **************** have asked for, but they have not yet arrived. They will be forwarded when we receive them.

  
  Regards,
  
  *********************************

  
  

  

  Business response

  01/04/2024

  **********************,
  Our Customer Experience team member is patiently waiting for your documents to be sent to discuss fair reimbursement for your extra expenses that you have said you have incurred. As of today, he has not heard anything from you to discuss any of your concerns you mention above. We do ask that you reach out to him for the information to answer your concerns.
   Peterman Brothers 

  Customer response

  01/05/2024

  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.]
    Dear Peterman Brothers,

  Once again, there was no acknowledgment of our previous communication concerning the $1400 financial compensation once offered by Peterman Brothers "for our inconvenience and overall experience." This subject was brought up to your **************** in the past and was avoided by them as by you twice. You simply sent a copy of your last response.

  As of this date we still have been unable to verify the payoff of the loan.

   You have directed us to contact your **************** on more than one occasion. We tried working with your **************** in the past and were not satisfied. That is why we filed this complaint 30 days ago.

  We have provided your **************** representative with the requested documents.

   

   

   

  Regards,
  
  *********************************

  
  

  

  Business response

  01/10/2024

  **********************,
  Thank you for this response. We have sent you an email about the financing, it has been sent by our accounting department. Per your request, we have removed your system, canceled the contract with us and are working with the financing company.
  Thank you for allowing us in your home. Peterman Brothers

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Peterman Brothers installation crew did work at my house and caused damage to my ceiling which required that it be repaired. The attempted repair was subpar at best and was never finished to my satisfaction. The company also did not get my signature on the quoted work and is trying to charge my wife and I over double what the units installed are worth. A homeowner's signature was forged on the invoice for completion of services and there are many issues still with my install including crooked vents, poor airflow, large gaps in the installation where the heater is at (not taped/sealed properly). My entire ceiling needs redone in my front room at this point which includes scraped, painted, and popcorn texture applied. They have been out to my house at least six times since the install and not all of the issues are remedied.

  

  Business response

  12/04/2023

  *******************,
  Thank you for your review. We are sorry you have these issues with the installation of your system.We have had a manager reach out to you and are awaiting your response when it is a good time to address crooked vents, poor airflow, large gaps in the installation where the heater is at.
  At the time of the meeting with our salesman, we did present you with several options. You and your wife choose to have option 2 installed. (see attached estimate). On 6/16/23, we verified with you that someone was home, you did state that your wife was home. The technicians did obtain a signature allowing us in the home to perform the work and the agreed upon price that was quoted.  Once completed, we did receive another signature agreeing that the work was done to the satisfaction of the homeowner.
  On 6/26/23, we did send out a technician to address the leak you said was coming from the furnace. When he arrived, he saw that the ceiling was open where you told him that the leak was coming from, (see attached). The technician began his inspection and found the drain was clogged with debris, the drain was cleared and tested with a gallon of water with no issues. He then ran water through the condensate line on the furnace to ensure there were no leaks there. He ran the system for 20 minutes and watched the condensate drain with no issues. (see attached invoice) We did send out our handyman to repair the hole in your ceiling, he did repair the hole.
  We have been out 2 more times per your calls, once was to move a grill and straighten a register and the other was to see why the house wasnt cooling and the technician had informed you that there was dust in the system due to the construction work being done at your home. (see both invoices)
  When your schedule allows some free time, please reach out to management to schedule time to meet and address your issues.
   Thank you for having us to your home, Peterman Brothers

• Initial Complaint

  11/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First, I was told I could get next day install if I confirmed my intention to purchase a unit from them before 7PM on August 4. I attempted to do so all day and ultimately was not able to get on the schedule for the next day. Eventually I did still sign a contract and got an appointment for a couple days later, but subsequently was told I needed to schedule my own electrician for an update to my fuse box at my own expense and that they could not do anything until that was completed. I hired an electrician to do a $275 job that was not included in my estimate. The initial install took over 10 hours and lots of troubleshooting. When I woke up the next day, the whole brand new system was off/dead. It took several more full, subsequent days of service, including re-wiring their own work and re-installing a drip pan that was put in incorrectly by Peterman (they admitted this).Eventually I opened a ************* complaint and they offered me a $50 gift card for the inconvenience. I said I at least wanted the $500 related to the company's "next day guarantee" and they did provide me a $500 refund.Fast forward to October and we realized the heat was not (and never had been) working. I was told by several Peterman employees over the next couple of days that they just recently had been told they no longer could service boilers due to a change in licensing requirements, but they would try to get my heat pump operating. It again took two full days and a supervisor doing a bunch of electrical work (frying Ecobee thermostats) before things were working. The supervisor told me to open another customer care complaint to deal with the issue of them not being able to service the boiler. I subsequently was told that Peterman "never has serviced boilers" and that I was never told they could. Not only is this a lie, but it doesn't even make any sense because a heat pump does not work on it's own in ******* because of how inefficient they are when it gets colder than 30 degrees.

  

  Business response

  11/28/2023

  ************************,
  We thank you for this review. We received a request online for a visit to your home, the information that was supplied never mentioned that there was a boiler in the home:
  Appt Booked Online Price: Estimate Fee: FREE
  Customer Answers
  What is the age of your system? 15+ Years
  Is your system working? No
  What is the type of your home? House
  What is the type of your system? Electric
  Where is your furnace located? Attic
  Contact: ******* @ (xxx-xxx-xxxx)
  Our comfort advisor was scheduled for August 1st and the options were discussed. The option you had selected did require that the electric panel be updated to properly run the system. At the time of the visit, we did not offer electrical services so we werent able to include this cost into your estimates.
  Our installers arrived at your home on August 4th to install your system. It was at this time that it was discovered that there was a boiler on the premises when they went to connect the thermostat to the new system. You needed an 8-wire thermostat to work both systems, which wasnt present and had to be installed. We have sent a supervisor and a contracted ***************** to your home to make sure that everything is working together.
  At one time, this office did work on boilers, you were told correctly that Allen County had changed the licensing requirements, and we currently dont carry that license which is why we dont work on boilers.
  Per your complaint, you were given the $500, which does make your total for the system $7605.00 not the $8105.00 that you mention.
  We rose to the challenges this installation provided and did everything to make sure you have cooling in the summer months and heat during the winter months. We have confirmed that everything is working together.
  Thank you for allowing us in your home.  Peterman Brothers

  Customer response

  11/28/2023

  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. 
  

  This narrative again is false and does not make any sense. I was CALLED and informed that I needed to schedule an electrician BEFORE the installers came to my home on the 4th. In fact, the electrician was already there finishing his work before your install team arrived that morning. So, there is no way that the boiler was somehow an unforeseen 'surprise.' In choosing the heat pump option over an air conditioner, we talked at length with the comfort advisor about it working in coordination with the boiler and it all working together off one single thermostat, which is what was included in the quote - and the work that was ultimately done. Now at least you are rightfully admitting that at the time of the quote/install, that you could work on boilers. And this is the arrangement that I agreed to at the time of purchase so that one company could service my complete HVAC system. Why would I choose to work with more than one company? Just imagine another company now coming out and telling me there is issues with the wiring that y'all installed/re-installed 3 or 4 times or any other issue. That kind of coordination already sounds like a continuation of this nightmare and is absolutely not what I signed up for.  
   
  Regards,
  
  ***********************************

  
  

  

  Business response

  11/29/2023

  ************************,
   You are correct in the fact that you were called to get an electrician, at the time of the install we did not offer electric services as was said in the first response: At the time of the visit, we did not offer electrical services, so we werent able to include this cost into your estimates. Also, per the estimate, it says that we were to use your thermostat and not replace it at the time of the installation,it was the installers that realized that the current thermostat was not going to run all your systems. (see attached estimate).
  Per Allen County, we are not licensed to work on boilers, which is why we contracted a boiler repair company, at our expense not yours, to make sure your system is running. Allen County lays down the rules, as a business we must abide by them or receive fines. We will not put ourselves in the position of jeopardizing this company.
  Narrative being false?  Please refer to the invoice showing that our Comfort Advisor was at your home on August 1st, the image below shows how the first appointment was booked:
   Appt Booked Online Price: Estimate Fee: FREE
  Customer Answers
  What is the age of your system? 15+ Years
  Is your system working? No
  What is the type of your home? House
  What is the type of your system? Electric
  Where is your furnace located? Attic
  Contact: ******* @ (xxx-xxx-xxxx)
  Review the attached invoice showing that we had installers at your home on August 4th, per your first complaint, you had admitted that you received  $500 back for us not installing the next day so your total cost was $7605.00 and was clearly stated in the response: Per your complaint, you were given the $500, which does make your total for the system $7605.00 not the $8105.00 that you mention.  
  This system has a 1-year labor/10-year parts warranty. This can be seen on your estimate and the installation invoice,both attached.  After one year, you are under the manufacture parts warranty and any company will honor this agreement from the manufacture. We dont foresee you having any problems, per our agreement, we will honor the warranty.
  Thank you for allowing us in your home.  Peterman Brothers
  

  Customer response

  11/30/2023

  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. 
  
  There has never been anyone except Peterman Brothers staff working in my house! Literally everyone who came to my house in October are the ones who told me you/they all could NOT service/tune the boiler. And your own customer care representative left me a voicemail recently saying not only could you not service boilers but that you NEVER could have (which meant I somehow had to be lying). Where is your evidence of having subcontracted workers who could work on boilers servicing my system? What work did they complete exactly? Why wouldn't they have talked to me about tuning/servicing the boiler and part of preventative maintenance?  

  Also, going back to the estimate that didn't include the electrical work, you said the "installers who came to the house on Aug 4th realized we needed an 8-wire." This wasn't an unforeseen thing. The comfort advisor - who knew we were choosing the heat pump and that it was going to be working in coordination with the existing boiler - should have identified this in the total cost and/or at least let me know that your company couldn't complete the necessary electrical work for install themselves. 

  The fact that your story keeps changing so much is why I don't trust your company at all at this point, the work you have done, or the equipment that is in my house.

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

  
  

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pre-paid for a annual service membership ($20 per month) and have paid $200 through 10/31/23. Peterman ***** failed to arrive for ************ appointment during agreed upon hours and then attempted to push a new ************ appointment out by 30 - 60 days which is completely unsatisfactory. I also stayed home from going to the office on 10/30/23 for this appointment (set more than 60 days in advance) so there was a breach in the agreement, inconvenience to me and failure to reschedule to the following day (or even coming week). I subsequently cancelled the membership and asked for the remainder of the unused service fee ($80) to be refunded. Peterman ***** REFUSD to refund the already paid monthly fees and their membership services team has not returned multiple (4) phone calls. Peterman ***** customer service team told me that the monthly fee I have paid is like a ******* subscription that I pay (regardless of whether it is used) which is completely false. The $240 annual membership fee includes 2 annual system checkups; one of which they did not perform due to their technician's scheduling conflicts. When I asked to reschedule, they offered to come to my house either (1) 3 weeks later, or (2) 2 months later, both of which are completely unacceptable. Peterman is clearly willing to inconvenience EXISTING customers for prospective business, even when fees have been prepaid for that service. They also require advance scheduling for maintenance and then don't follow through. This company has deceptive marketing practices, terrible customer service and does not deliver on services that were pre-paid. I simply want my $80 refunded and I will drop this matter. If any further attempts are made to debit my charge card for monthly fees I will open a complaint with CapitalOne and ask that they suspend all automatic payments for ALL Peterman customers until this has been satisfactorily resolved.

  

  Business response

  11/14/2023

  *********************,
   We are so sorry you feel this way. Yes, until this month, you had been paying $20 per month for your membership. This membership that you chose included the following:
     2-year warranty repairs performed by Peterman
     $50 drain cleaning
     Annual inspections (2HVAC, 1 Plumbing)
     Discount on repairs
     Request certain technicians.
     Access to Saturday HVAC maintenance
     Filters provided during bi-annual HVAC visits.
     In-home water quality & air quality tests
     Accessory maintenance
  On the date of your maintenance visit, 10/30/23, ************** was at a customers home with a problem that was taking longer than expected. You had requested a specific technician as you can per the membership perk. We did call you at 5:15 pm to advise you that the technician was longer than expected at the job before yours and would you like to stay on the schedule for that day or reschedule, you choose to stay on the schedule and we did inform you that it was going to take a bit longer but we would call when he was on the way. You did receive a call at 7:14 pm to say that the technician was 20 minutes away and you did decline the visit. This is a later time than we normally like to visit when they are maintenance visits, you did choose not to reschedule until then.
  We do like to keep our technicians busy daily, and we did offer to reschedule, however, at the time we didn't have any openings that were acceptable to you, which is why you decided to cancel your membership.
  Since you have been paying monthly, you had been paid through the end of October, and we have not requested a payment for November.
  With your membership, your yearly membership started on 10/1/22 and finished 9/30/23, which is 12 months. During that 12-month period, we did a heating check on 10/5/22, a plumbing check on 1/31/23 and a cooling check on 4/27/23. According to your complaint, the $240 annual membership fee includes two annual system checkups; we have fulfilled the requirements of the membership. Your yearly membership started over 10/1/23.
  On 11/6/23, you received a call from our membership team member as you asked, it was over an 11-minute call. A manager reached out on 10/31/23 to speak with you as well. Maybe you werent aware of who you were speaking with since we had made many calls to you as well.
  If there are any other concerns or questions,please feel free to reach out to our Customer Experience team to help.  Thank you for allowing us to service your home.
  Best Wishes, Peterman Brothers 

  Customer response

  11/15/2023

  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. 
  
  The timeline of events and details provided by the business are not accurate and are self-serving.  Peterman made no attempt to reschedule the maintenance visit during normal business hours until I made repeated calls to their dispatchers.  I made arrangements to be at my home for a maintenance appointment during normal business hours so they inconvenienced me to their own benefit.  I was finally offered a subsequent visit in December by one dispatcher and then another in January.  This was such poor customer service that I called CapitalOne and asked that they block this merchant from any further monthly debits to my card.  I was told by a Peterman membership services rep ********** that my service agreement is primarily to cover emergency visit services and not to cover the bi-annual maintenance visits.  This is in absolute contradiction to the response provided below by the business AND the representation made by the technician that presented the maintenance contract.  Based on the exceptionally poor customer service of this company and the different stories they give customers regarding their services, the BBB needs to question any designation of ethical business for this merchant.  I would never recommend this business to another individual and am quite happy to disassociate myself from them.  To be fair, their geothermal technician is VERY good and I am sorry to lose him.  The rest of their organization is unfortunately suspect and should not be held in good standing by the BBB.
  
  Regards,
  
  *******************************
  

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a new ac/furnace installed in May 2022. Three weeks after the labor warranty expired, the ac quit working. A technician came out and said it was low on Freon. Eight weeks later, no ac again. Another technician came out and said no Freon again. Four weeks later on September 22, yet another technician came out and said there is a leak in the coil and that it came from the factory like this. The coil is under warranty; however they want over $1500 hours in labor to replace the coil-$384 an hour. I called customer service on September 22 and she said she would get to me. She did not. I called again on September 25 and she said she was waiting on her supervisor and would call me back. No call. I called again on September 26 and she offered a 25% discount on labor. I repeatedly explained to her that I should not have to pay for a faculty product. I told her I was going to turn this over to my attorney. She assured me that she would get back to me. I have heard nothing since that time. I have never heard of anyone charging almost $400 an hour and I should not be responsible for labor for a part that was faculty from the factory. I want my ac fixed.

  

  Business response

  10/11/2023

    Ms. ****,
   Thank you for your review.  We understand how frustrating this must be and have offered to help reduce the amount of the labor cost.  If the company that installed your system registered this within 60 days of the installation, the Runtru, (the name of the manufacturer that made the unit), the following warranty is directly from their website:
  

  Registered Limited Warranty lengthens the term of your warranty if your product is registered within 60 days of installation. It covers parts that might fail due to manufacturer defect, but not the labor to replace them. In most cases, this warranty lasts for 10 years, but length of coverage may change depending on the product.
  

  This can be found at runtruhvac.com/warranty/ 
  

  On 5/31/23, a technician was at your home, the findings were that there was not a leak but did add .9lbs of Freon, (see attached invoice). On 8/26/23 we were called to your home. A gas leak was found at the black pipe drip leg and a refrigerant leak was found at the flare fitting inside at the piston on the evaporator coil. These findings were fixed, and the system was charged to manufacture specifications,(see attached invoice). The last time we were at your home, 9/22/23, the technician did a thorough leak search, and found end bells on bottom left side of evaporator coil to be leaking, this is when we informed you that the coil was needing to be replaced, (see attached invoice).   
  

  It has been noted by Ms. **** that this is a part that was faulty from the factory, and she informed all the technicians of this when they were at her home. Peterman Brothers has no evidence of this nor was any given with this complaint.
  

  Peterman Brothers has offered a 25% discount on the labor to help reduce the cost of this repair if you choose to schedule a visit.
  

  We thank you for the opportunity to service your home.
  Best Wishes,
  Peterman Brothers

  Customer response

  10/13/2023

  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. 

  I did not say that the coil was faulty from the factory; the technician stated that fact.

  I should not have to pay even $1,152 (25% discount) to have the coil replaced.  I still have received no response from the company that the part is even available.

  I will take this to court if I have to.

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************

  
  

  

  Business response

  10/16/2023

  Ms.****,
  Since we didnt install this system nor do we install this brand, we would not know if the part was damaged at the time this was installed. We have offered to help you and would be happy to get the part to fix the system, but we have not heard from you to take that step.  Per the last call with you, 9/26/23, you were given the choice for us to come fix it with the discount, your answer was to say that you were getting a lawyer and dragging us through the mud.
  We do hope you went to the manufacturer website to make sure your system was registered by the company that installed your system and confirmed the warranty listed in the first response. 
  As a consumer, we do recommend that you contact other companies and see how they would address this situation.
  We thank you for the opportunity to service your home.
  Best Wishes,
  Peterman Brothers

*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. ↩