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:06/08/2023

  Type:Product 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 scheduled service for my heating unit with **************** on December 14, 2022. I paid a deposit in the amount of $1,050. After researching replacement verse repair, I decided instead of repairing my heating unit, I wanted to replace it. I cancelled my maintenance request on March 7 and was told I could get a full refund and reschedule the system replacement in the spring. No refund was given after that initial phone call. I have since called **************** six times seeking a refund. Each time I have either been transferred to ***************************** voicemail or told ***** would call me back. I was just today given *****'s email and have contacted her via that as well. I have not heard back from **************** and have not been issue the refund for my deposit.Due to this experience, I do not want to schedule any further service with **************** and instead am requesting immediate action on the refund I was promised in March. I am hoping the Better Business Bureau can assist in this matter.

  

  Business Response

  Date: 06/13/2023

  Refund will be issued today.

  Customer Answer

  Date: 06/13/2023

  [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:04/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wanted to share with you my recent experiences with Addarios Services. I manage the maintenance for seven apartments spread over three properties and as such I am always on the lookout for a reliable partner that can provide good service quality. I was impressed by the advertisements especially that this company covers many different services and here I am thinking to myself finally I can get one stop shopping for all my many maintenance needs. Plus I wanted to support a local small business so I called and I spoke with ******* who was able to give me an appointment for Thursday 02/23. When making the appointment I had requested three items be replaced at this property, a smoke detector, a light fixture and a bathroom exhaust fan/light combo. I purchased all the fixtures in advance hoping that would be more efficient on everybodys time both the company's and mine, after all time is money. I met the electrician ******* at 7:30 am and I showed him the work needed and reviewed the details such as that I wanted that exhaust fan/light wired to a single switch rather than separately. I provided ******* with all three fixtures and left to go about my business for the day.So the good news is that the smoke detector and the light fixture were successfully replaced which made me and the tenants happy, however somehow the exhaust fan/light did not get replaced even though the electrician did work on it and managed to rewire the existing fixture to one switch as I had requested. I never got any explanation as to why he didnt install the new one that I had purchased but I patiently called back and explained the situation to ******* and she kindly scheduled another appointment for Thursday 03/02. The tenants handled the second visit and they and I were not happy with the results, firstly when the fan/light unit had been installed somehow the wiring which had previously been done correctly has now been reversed so that the fan is on one switch and the light on another. In addition the electrician damaged the ceiling and then when called out on that he claimed that it was like that before well it was not and fortunately the tenants had taken pictures after the first visit the week before. When I called back to report that the wiring was incorrect ******* kindly offered to speak to the electrician who claimed that the wiring had been done properly. I visited the property myself and confirmed that the wiring was done incorrectly and ******* kindly arranged a 3rd visit which happened yesterday. This morning my tenants report that the wiring was fixed yesterday. That's good but he never repaired the ceiling damage that he caused on his previous visit.As a customer I have to say that I am not happy with the quality of the service provided by Addarios. I did write the company an email explaining all this on 03/02 but I never received any management response to address my concerns. I will say that ******* has been helpful and professional with me but I expected management or better still the owner to provide a response to my concerns. A fairly basic assignment to replace three existing fixtures which could have been accomplished with one visit has now turned into a very expensive epic and I would not use this company again. Below is an account of the charges made and I believe $1,136.15 for labor only to replace 3 fixtures is exorbitant.$360....Family service plan $250....1st visit $526....2nd visit $0......3rd visit, no charge $1,136...total charges

  Customer Answer

  Date: 04/12/2023

  I have not heard from the business in response to my complaint. I had previously contacted the company by phone, snail mail and email to report my concerns but I have never received a management response.

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

  04/12/2023 

  

  Business Response

  Date: 06/13/2023

  Customer will be refunded 50% within 10 days.

• Initial Complaint

  Date:02/03/2023

  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.

  ********* installed my Rinnai heat and hot water on-demand system 9 years ago. There have been problems seasonally with the hot water working correctly for a few years. This year, when it got cold it happened again. But this time the hot water and heat went out completely. **************** couldn't come for days and when they did come it was at the *** on a Thursday. The plumber quickly diagnosed I needed a new heat exchanger and actuator. He couldn't discuss it with me as a salesperson would need to be called. The salesperson shows up at 6m on Thursday night and tells me if the WHOLE SYSTEM would need to be replaced it would be $18K, but they should be able to fix whatever is broken for much less. We made a plan for him to call me Friday at 11am after he talked to Rinnai about the warranty etc. No call. I called **************** three times during the day to get information and keep getting put off. Finally, at 6pm on Friday night the salesperson calls me back and says the owner of the company will not fix the unit, he will only replace the whole thing for the full $18K, and that the heat exchanger was not still under warranty. I asked why can't you just fix what is broken and the salesperson said I would have to call the repair department to discuss that, the sales ***** doesn't talk to the repair ***** and additionally, the owner doesn't want to take responsibility for using the existing 9-year-old parts on a repair job. He would only do a full replacement of the entire system. It was Friday night and we were left cold and without hot water for the weekend. I called Rinnai on Monday and they said the heat exchanger was indeed still under warranty. I had another company come to diagnose the problem and it turns out it was a pinhole leak fouling the sensors. It was fixed for under $2K. I feel like **************** was trying to extort me for $18K. They had been here before to try to identify this ongoing problem and missed it.

  Customer Answer

  Date: 02/14/2023

  I have not heard from the business in response to my complaint.  I would like for the BBB to move forward with whatever it can do to help resolve my complaint and protect others from enduring what we had to go through with this business.  THank you, ***********************

  

  Business Response

  Date: 06/13/2023

  The system was originally installed in 2014, there was a service request in Nov. *************************************************************************************** Jan. 2023 with a leak from the heat exchanger. There was no talk of the heat exchanger out of warranty because we know the heat exchanger is 12 years (Rinnai could question the maintenance records). Given the history of denied repairs and maintenance, it was at our discretion to "recommend" a replacement. Its the homeowners decision to accept or deny services.