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Business Profile

Heating and Air Conditioning

Flame Furnace Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating and Air Conditioning.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/14/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Flame replaced my A/C and Furnace around July 2024. Ever since, my water pipes have been banging or hammering, likely because the inspector found they didnt install a device to prevent it. They did come install it after but never followed up with the final inspection, and the pipes continue to make loud noise when any faucet is closed. Called them out to fix it, and charged me $255. This is ridiculous, they dont warranty their own installations cause Im only calling for repairs because the noise only started after they worked on my water lines. Unacceptable, Im scheduling the final inspection myself since their **** cant figure out how to do it (tried 3x with being put on hold and disconnected) and demand a refund or Ill continue to blast bad reviews for this poor service. Once they get your install money, they dont care.

  • Initial Complaint

    Date:01/19/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 called Flame to do a furnace cleaning but the tech who came out said he couldn't do it and called out a service tech. Service tech did fix the issue but broke my gas control k*** and had to now shut the furnace down due to the k*** being a safety issue. He charged me $89 for the service call. I gave him $100 bill. No change available. He said the shop will call me the next day on a quote for the gas control k*** HE broke. DAYS passed with no heat and no callback. I posted a 1-star ****** review about this. After that posting **** called the next day saying they will replace my gas valve for $800 not including labor. I told him the part brand new from the supply house is only $126 and reminded him that his service tech broke my gas control ****, shut my heart off, charged me $100 for the service call and that I've been running **** watt space heaters since then to try and keep heat in the house which by the way my pipes froze anyway due to the furnace being shut down. I then reiterated that his service tech broke my gas control k*** and he wants me to pay $800+ for a $126 part? **** replied "do you want me to order the part and schedule the service or not?" I told him I'm not paying for his techs damage. **** then disconnected but right after saying he will apply the $100 credit to the part and labor charge if I buy the gas valve from him (I'd still be paying over $800 for a $126 part, a $700 markup). I've been without heat or restitution for a month. I'm asking for: $100 for the service call; $126 face value for the gas valve and $150 for the electric for running space heaters 24hrs for a month. Total of $376. I cannot believe this company damaged my property and expects me to come out of pocket to fix.

    Customer Answer

    Date: 05/22/2023

    I have contacted the business but they avoided me. I have left a review on their site ******* Reviews) but they have not responded to it nor attempted to contact me. Significantly I gave the tech a $100 bill, still no change. I signed the techs iPad at my house to document the service and his presence. Still no reciept.

  • Initial Complaint

    Date:11/28/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 have had nothing but installation issues and lack of professionalism from these people to the point that their own employees are basically saying when they arrive this isnt correct and yes you deserve your money back for labor. They have been to my home 6 times in a matter of 2 month period and We are now going on 7 coming up soon for basic installation issues not performed, checked, serviced by these techs. I also get to now replace my flooring around the furnace unit because they did not seal the exhaust properly which came pouring down directly into my home and all over the unit itself. They sent a tech out the day it happened, he confirmed it was not correct and there was nothing he could do because he didnt have a ladder and I have not heard from them since even though I have asked to speak with the branch manager and also the owner of the company directly. Seems as though they will take your money and then do an incomplete job with no accountability. They have costed me not only my PTO at work several times for having to be present but have also at this time costed me money to repair damage from incompetent work. Their lack of care on a management standpoint is also very apparent. This has been the worst experience I have ever had with any contracted skilled service.

    Business Response

    Date: 12/06/2022

    Flame installed a furnace and air conditioner at our customers home on 11/2/2022. Four days after the installation, we returned to address the air conditioner not working. The outside condenser was found not running. The technician found an error code and requested second opinion from the office. The second technician diagnosed a manufacturer defect, and we replaced the coil and line set at no cost to our customer.  On 11/27/2022, our customer called in stating that there was water leaking down and hitting the electrical box in the furnace. Upon arrival, the technician found that water was leaking down from the roof **** installed by another company. The technician placed foil tape around the intake duct to prevent water from reaching the interior of furnace and verified there was not damage to the control board. Because we are in business to help people, and our success will always come from taking care of our customers, we returned to seal off the roof flashing for our customer so that there would be no damage to their home or appliances. We did not charge a dispatch or service fee to the customer for the roof flashing repair.

Flame Furnace Company is NOT a BBB Accredited Business.

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