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:10/17/2024

  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.

  *********** left a family of six, including a handicapped person and three children with no heat for two weeks based on the cleanliness of our basement. The basement was thoroughly cleaned and disinfected prior to their arrive (after waiting 8 hours for them). This is unacceptable under any conditions.

  

  Business Response

  Date: 10/29/2024

  We sincerely appreciate the opportunity to address your concerns and are grateful for your service as a veteran. We understand that having heat in your home is crucial, especially with children present, and we take our role in providing such services very seriously. However, we must prioritize the safety of our employees while performing work at any location.
  
  During our visit to your home, our technician observed conditions that posed significant safety risks, including unsanitary conditions, clutter, and the presence of an unknown needle on the ground. These conditions made it unsafe for our team to proceed with the necessary work. As a company, we have a responsibility to ensure a safe working environment for our employees, in accordance with workplace safety regulations.
  
  After you provided additional information about your disability, we attempted to discuss a way forward, but you abruptly ended the call. 
  
  We truly understand the urgency of your need for heating, and our decision to cancel service was made with careful consideration of the safety concerns present. We are more than willing to return once the environment is safe for our team. 
  
  We value all of our customers and aim to provide excellent service in all situations. If you have any questions or if we can assist in coordinating services once the environment is safe, please do not hesitate to reach out to us directly. Our priority is always the well-being of our customers and our employees, and we are committed to working with you towards a resolution.
  
  
  

• Initial Complaint

  Date:03/12/2024

  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.

  My wife and I met *******************************, of *********** Excavating and Construction, in the fall of 2022. Immediately **** showed a large interest and excitement for our project. He told my wife and I constantly that he would take care of us during this project, ensuring he was looking out for our best interest. We began working together in the spring of 2023 **** agreed to take on our project, but required a 6,500$ upfront payment for him to even give us an estimate for our renovation project. I asked many contractors if they charge an upfront fee and none had ever heard of something like that. **** explained to us that with such a large job, it would take him many man hours analyzing every aspect of the job to give an accurate estimate and scope of the work. It is riddled with grammatical errors and repetitious language trying to justify a ludicrous upfront fee. We paid **** in cash and never received a receipt for this payment. 8 months later when I asked for a receipt for our construction loan **** told us I thought that was quiet money that we werent gonna really tell anyone about. I had to go back to my accountant to write in the payment was made to get you a receipt.6 months later, no Scope and Feasibility plan from **** and his associate ****. During these 6 months Bill teases us along. We were also in the process of evicting a tenant who refused to leave the property. **** convinced us that he could befriend this person and convince them to agree to move out. The tenant requested a bunch of work be done in their apartment to bring it up to code. **** told us he would take care of it. After doing basic repairs any handyman could complete in a few hours we were handed a 4,000$ bill (photo attached to this review) with an absurd list of jobs completed. We disputed the invoice. **** hired his brother, *********** Plumbing, to complete unnecessary work site work that was critical for us to do before stating the whole project.

  

  Business Response

  Date: 03/23/2024

  This complaint is in regards to a Rodenhiser Excavating which is an entirely different business entity with no relation to ours.  The attached invoice/estimate does not reflect our company nor do we have record of performing work for this customer.

• Initial Complaint

  Date:03/06/2024

  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.

  When Rodenhiser's sales person ********************* sold their Heat Pump solution to me, he told me that I would get an APS rebate of $3521. I only got $2106. I was told that they just realized that customers are getting less rebate. When I asked **** and Rodenhiser to share documentation that this was new knowledge at the time of installation, they couldn't provide anything after I followed up three times. As a result, I believe they understated cost when selling their solution to me. I am seeking BBB's help to make up the difference of $1415, plus punitive damage if possible, so they don't do the same to their prospective customers.

  

  Business Response

  Date: 03/22/2024

  After reviewing the issue we will process the requested refund.

  Customer Answer

  Date: 03/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Gengtao (***) **

  Customer Answer

  Date: 04/14/2024

  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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hello, this case was never resolved. I never received any refund from Rodenheiser. 

  

  Business Response

  Date: 05/09/2024

  I have confirmed that the refund was processed and mailed on 4/19/24.  Please contact us directly if there was an issue receiving payment or to update the mailing address if needed.  You can reach me directly at: ************.

• Initial Complaint

  Date:10/02/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of work: 10/2/2023.Cost of actual work: ****** Added cost for visit: ****** Total bill: ****** Issue is with the visit cost of ******. As presented by the company, my understanding was this would be a charge for the visit which is the minimum I would be responsible for for a truck coming to the house and did no work. That this was added to the actual work costs totaling over ****** ridiculous. I call this deceptive and unethical as the minimum fee of ****** should have been rolled into the far larger fee for actual work which itself was overpriced (in my view). I consider that a minimum fee is just that- a cost deferment to allow for jobs that don't involve actual work or fees to recoup the cost of sending a truck to the home. I have never seen a business use such deceptive and deceitful practices. I spoke to the company and got the runaround, but no resolution.

  

  Business Response

  Date: 10/05/2023

  Our trip charge is a standalone trip charge and is not presented, nor referred to, as a "minimum fee".  The trip charge is the amount we charge to dispatch the technician to the home and provide flat rate options of service or repair.  We do however offer all customers a satisfaction guarantee and gone ahead and refunded the trip charge amount for the customer.  We hope this addresses the issue, please let us know if there is any more needed to resolve the complaint.

  Customer Answer

  Date: 10/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does partly satisfy my issues in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  While the company has addressed my immediate concern by refunding a charge I do not agree with, I strongly object to the company maintaining this as standard practice going forward as I find it deceitful and predatory. I cannot fathom why this company needs to nickel and dime customers with this charge when they already charge a premium fee for their services. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:09/14/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Rodenhiser for refregerent recharge to my AC. Service gave me a quote for $3119.20. Tech person said he needs to do the leack search and for that he need to recover the refregenet which is a big job since he cannot release refregerent to the envionement per Mass code. I said ***** heating I already done this job and I know from where ***** is. He said he would charge less if the leack only there and only couple of huddreads if he need to repair that leack. He then left to get refregerent. Meanwhile I contacted ***** they said for leack search $480 and around $400 for refregerent recharge. I then called Rodenhiser office and talk to ****. He said I can get the work from ***********When tech retuned, I told him the actual quote that I received over the phone from ***** Heating so I would do the job through them. He said now worris I will take care of you. So I allowed him.1. He said AC completely Dry and he no need to do the recovery job 2. He Pumped the refregenet and found the leack exactly what I showed him which was identified by ***** 3. He just tighten one hex nut and thats it 4. He then asked me for full money. I said neither you revover the refregerent and neither you had to find a leack. Moreover, I told you the quote I have and you said I will take care 5. Tech said I contacted my manager, he said only $50 discount but I will give $79 6. He was not leaving my house, saying you accepted the quote and now obligated to pay even the job was very small. He said he will get commission from here 7. For my safety I paid.8. I contacted my credit care company and disputed a partial amount $1979.20 9. They contacted them and later refunded that money to me saying they have resolve the dispute 10. I called Rodenhiser office and mentioned the fact for the dispute 11. They are behind me for the money then coaching their tech to earn money honestly 12. I paid doubled for the recharge but they want another 2k. 13. Please assist me here to resolve the problem

  

  Business Response

  Date: 10/02/2023

  Although this proposal was signed up front, we do honor our 100% satisfaction and guarantee and have agreed to forego pursuing the remaining balance of the disputed charge.  Please let us know if there is anything further, we can do to rectify this issue.

  Customer Answer

  Date: 10/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #******** that they will write off balance from my account. My only note to the business that my concern was after accepting the quote what exactly happened when I asked them to price match with another quote and what exactly teach person was delivered. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/31/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new boiler and hot water tank systems on 4/28/23 in the amount of $20,085. The Rodenhiser sales rep stated that I was entitled to a $2,000 rebate thru Mass Save. He further stated that all of the rebate paperwork would be handled by Rodenhiser. I have received 4 letters from Mass Save / EFI ***************** stating that the rebate application form filed by Rodenhiser was non-compliant and the rebate could not be processed. These 4 letters have been forwarded to the ***************** at Rodenhiser, with copies to the sales representative. There appears to be no action being taken by Rodenhiser to resolve this matter, meaning providing corrected paperwork.MASS SAVE maybe the true culprit here. As a consumer, I am caught in the middle of this frustrating situation.

  

  Business Response

  Date: 08/01/2023

  All paperwork has been submitted to National Grid regarding this exception request.  National Grid has acknowledged receipt and we are waiting for confirmation that nothing further is needed to process this rebate.  If additional documentation is needed, we will be happy to provide it.

  Customer Answer

  Date: 08/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid $11,225 for Rodenhiser to install a new AC system in our house. It soon completely failed; they came out to inspect, stating all the copper piping had failed, causing the refrigerant to leak out. They then claimed they KNEW this problem had existed with this piping BEFORE they installed it in our house, and that this manufacturing problem had almost bankrupted them. They now refuse to fix the problem because they said they cant afford to make it right with any more customers, and want over $5,600 to fix it.

  Customer Answer

  Date: 05/15/2023

  I have heard from the business but they have not resolved our complaint.  

  

  Business Response

  Date: 05/17/2023

  Thank you for bringing the issue to our attention. We take quality and customer satisfaction very seriously, and we appreciate your patience as we work towards resolving the problem.  We have offered to make the repairs needed at a discounted rate while providing the material at cost with no markup.  If you have any further concerns or questions, please don't hesitate to reach out to us. We are committed to providing exceptional customer service and are eager to make this right for you.  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:12/13/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec. 5, 2022, I went online to schedule a free estimate for a plumbing job.(leaking pipe). The was a "chat assistant," so I clicked on that. I asked for assistance to schedule an appointment for a free estimate for a plumbing job. So the chat assistant guided me through the process by telling me what boxes to click. When we finished, I was scheduled for Dec.9,2022. I asked if I could get a "ballpark" price for this type of job ( leaking pipe). I was told I would get a call from the office before the appointment. I was concerned about a ballpark price so I called on Dec. 7, 2022. I was told they don't give out ballpark quotes. On Dec. 9, 2022, Rodenhiser arrived and gave me a quote of $450.00 for the job. I promptly refused because I already had a quote of $202.00 from *****-Home Adviser. Next, I was told by Rodenhiser I owed a fee of $79.00 I asked why would there be a fee for a free estimate? They said when I filled out the online form, I clicked the box agreeing to pay this fee. I told them whatever I clicked on in the online form was what the chat assistant told me to click on. I did not see this page with the fee. I was not looking for a payment fee for a free estimate. They said because I clicked the box, even though the chat assistant told me to, I have to pay the $79.00 fee.I paid but was thinking what if this was a $1000.00 fee or $10,000 fee? I told them it was unfair.I believe the chat assistant tricked me into clicking the box by not telling me I was clicking a box where I agreed to pay $79.00 and not letting me know that before I clicked it. On December 12,2022 called Rodenhiser and explained again what happened and told them I shouldn't have been charged for a free estimate. I was told, because I clicked the box that I agreed to pay, it was binding. I told them I was filing this complaint.

  

  Business Response

  Date: 12/14/2022

  Hello,

  We offer a 100% customer satisfaction guarantee and will look to improve our chat feature to better inform customers about any related trip fees when booking and are fully refunding the trip fee you were charged.  Thank you for your feedback!

  Customer Answer

  Date: 12/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************