Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This charge is not correct. I do not owe anything. Harwich heating and cooling sent a ******* for a day of assessment and then a day of work. The work didn't not turn the heat on. When I reported same day as service that heat was not on. They then sent 2 new *******s another day of assessment and another day of work. I refused since the first ******* did a whole day of assessment and another day for the work. They told me they fired him the day that he worked on my home and they would have to send 2 others. I paid $900 for the work and then they tried to bill me again. This was their employee issue and I should not have to pay twice because they fired the first *******. They should not of sent him in the first place. The man left my home at 4pm and by 5 we were told he was fired. I can provide proof of payment. I was never told they would charge double. ****** *********** Sent from my iPhone

  

  Business Response

  Date: 10/30/2024

  Our company did not sell or install the Navien boiler for this customer.  We are well aware of issues with this product and would not recommend it to our customers.  Our team did a responsible job in evaluating and servicing a substandard product. In addition, the termination of the original plumber was for matters unrelated to these service calls.  All the charges are valid. Our controller spoke to the customer in March and the customer was to return the call.  Three additional voice messages were left for the customer in June and July, again without a response.  The matter was turned over to our collection agency in July.

• Initial Complaint

  Date:10/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business has sent out an invoice and made several attempts to collect, even placing the order with collections, despite never completing the job.

  

  Business Response

  Date: 10/16/2024

  The customer has $1,239 severely past due on his personal account, $1,241 severely past due on his Ember Pizza account, and $346 severely past due on his account for The Port Restaurant.  As the customer himself has noted repeated efforts have been made to collect these amounts.  We are unaware of any job/project we've had with him that is incomplete.  All of these amounts are very old and if there was something incomplete we would have thought there would have been some correspondence more recently.  

  Customer Answer

  Date: 10/16/2024

  Better Business Bureau:
  I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 22386693. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  The severity of the past due at 51 Oak Street has nothing to do with the outstanding issue. The amount of time that has passed only speaks to the businesses inability to resolve the issue and complete the job. Sending out an invoice for work that was not done is the issue. The customer was left without AC for the entirety of the summer. The work was not done. It’s that simple. 
  

  I am happy to open another case if needed for the businesses entities mentioned as the billing mentioned for The Port was during a month the business is closed and pertains to the residence upstairs in the same condominium which is owned separately and not by the owner of 51 Oak Street. That is a billing mistake not an aged invoice and has nothing to do with me. 
  
  
  
  
  Regards,
  

  Justin

  
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 10/17/2024

  Invoice number 73750 was sent to the Bracketts at the time of service in
  July 2022 and again as a follow-up in March 2023.  Our office has received
  no call or other communication regarding any issues until I attempted to
  collection the invoice.  Throughout 2023 I attempted to connect Mr.
  Brackett with our Service Manager, to no avail.  Voice messages were left
  with no response.  The invoice in question involved a series of service
  calls to resolve an issue.  The issue was resolved with no further
  complaint or feedback from the customer.  As far as invoice number 96542
  for The Port; the service was performed on the boiler which services only the
  restaurant.  The apartment is not serviced by the boiler.

  Customer Answer

  Date: 10/17/2024

  Better Business Bureau:
  I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 22386693. 
  

  Unfortunately there are several errors in the above statement.

  1. There was only 1 service call to 51 Oak St .

  2. The technician arrived and returned on his own two more times in attempts to finish the job.

  3. The job was never completed. Service was never restored.

  4. Harwichport Heating and Cooling was informed that we were still without AC. Never returned to finish the job and attempted to bill long after the fact.

  There has been no lag in communication. I have records of communication with Moe Aubuchon and John Wiley.

  The only issue is the job was not completed. In fact we had to hire someone to complete it and happily paid them for their professional and expert work  

   

  Similarly regarding The Port you are incorrect as to the boilers operation and ownership. 

  
  
  
  Regards,
  

  Justin