ComplaintsforHomeWorks Plumbing Heating & Air

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/14/2023 HomeWorks Plumbing Heating & Air *************************************************************** Phone: ************** they came and replaced my out side water faucet i told them i could not turn it on and when it worked water came out the top of the hose he turned it on it someone turned it off to tight and after he changed the faucet he realized i didn't have it hooked up right i didn't need a new faucet i didn't realize i didn't have it hooked up right i called to talk to a supervisor the want call me back

  

  Business response

  10/04/2023

  We take all concerns seriously and have made several attempt to contact the customer to discuss the matter and find a resolution. Despite our inability to reach ***** directly, we remains committed to resolving their concerns promptly. We will keep trying to reach the customer and will update the complaint as soon we connect with the customer.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In April 2022 the company advised replacing our furnace and strongly recommended including a new air conditioner. Part of the quote was a total of $1,600 in rebates. After replacement, many emails and phone calls were needed to get utility company rebates totaling $800. We have been attempting to get the $800 Carrier rebate from fall of 2022 to current time. The company will not return phone calls nor email inquiries. We have contacted the manufacturer as well as the local distributor who have also had no success in encouraging HomeWorks to respond.

  

  Business response

  07/19/2023

  Thank you for your feedback. We greatly value open communication with our customers, and we're glad to have had the opportunity to address your concerns promptly.
  We apologize for any inconvenience caused by the Carrier rebate promotion no longer being in effect. However, we are committed to ensuring customer satisfaction and are more than willing to refund the $800 difference in rebates as agreed upon during our conversation with ****** on 7/19/2023 at 4:13 pm.
  If you have any further questions or need any assistance, please don't hesitate to reach out to us. We appreciate your understanding and look forward to continuing to provide you with excellent service in the future. Thank you for choosing us, and we value your business!

  Customer response

  07/20/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It will be even more satisfactory when we receive the refund.

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 2nd 2022 Amount to be $9230 Invoice ********* I had a gas water heater installed, I called their 24/7 emergency line as I noticed a gas leak 2 days after installation and the technician never came. I called Centerpoint, they came and identified multiple leaks, they had to shut down the gas main line for safety purposes. We had to sleep without furnace with temperatures below the 20s. And Home Works didn't care putting me and my family in danger.I am not satisfied with the equipment and the service, I called to have the water heater removed/returned and HomeWorks do not want to remove the equipment obligating us to stay with the equipment.

  

  Business response

  12/06/2022

  We apologize that there was a fitting that failed on the gas line and there is no excuse for this. 

  We received the call overnight on the 4th/5th and had an appointment booked by 5am and the technician was there shortly after.  Our company policy is to have the client call the gas company as soon as they notice a gas leak.  When the gas company arrived, they found a single leak that we repaired promptly on the 5th.
  
  The complaint states that we never called the client back - we have documentation that shows an appt was booked at 5am and we have text/email confirmation of this appointment.  When ************** arrived, the client initially refused to allow us to fix the issue so we sat at the customer's home for over 30 mins.  After 30 mins, the client allowed us to fix the issue.  Upon fixing the issue, everything was determined to be working great.  We are scheduled to go back to the home on December 8th to install an accessory that was not available on the day of installation.

  To claify; when arrived at the home, the house was not in the 20's.  

  Again, we apologize for the issue with the failed fitting that caused a gas leak but everything else with the tankless works as expected.
  

  Customer response

  12/06/2022

   I am rejecting this response because:

   
  

   I am rejecting this response because:
  1. When calling the Homeworks at 9pm on he 5th, they never direct us to the gas comany for a gas leak. The employee told us that she was goin o send a text to the technician who should.be calling us soon.
  2. We called again on the 6th at 6:41am and they gave us an appointment  for 8am-10:30am. The technician arrived at around 9:30am and we obviously let him in right away as we were without furnace and wanted to have it fix.
  3. We did received a text and notification at 5:28am for a 8am-10:30am appointment.
  4. The employee form Centerpoint identified multiple leak and **** all the leaks. 

  5. The technician only ********* leak and my house still has the gas smell.

  6. The contract clearly state that the buyer can cancel the purchase withing 3 business days after the purchase. We have made an appointment for the 9th to have the gas water heater remove from the property  and we are not satisfied with the equipment and the service. Once the equipment is removed the issue will be resolved.

  7. Just to clarify, the weather on the 5th during the night was below the 20s, not the house.

  
  

• Initial Complaint

  03/22/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On Dec. 7, 2021 a HomeWorks plumber came to our home to do a "plumbing system check" as provided by the service plan we held with the company. At that time, the only concern we had: a slight leak in a wet-bar sink. He came in, immediately went to the/our "water heater closet," unique to our home, and assessed, then proposed the immediate replacement of 3 50-gallon heaters with 2 80-gallon. His report states he "pulled the anode rods out of the water heaters and they were in terrible condition very deteriorated and down to the wire." Asking "when this could be scheduled," he said "today." Having no problems with hot water, we were surprised, concerned. Due to the slow down in service repairs due to COVID, etc, it appeared we should act. Agreeing, the plumber quickly began dismantling our system AND closet, talking with his manager who would, could "give us a good price." We learned that the new heaters, each 80 gallon, to replace the 3 50-gallon would cost about $10,000. Although prices had increased, etc, but we felt this needed to be done. Since we have seen only commercial ones at that price. So, I took my husband who suffers from ***********, to regular physical therapy and came home to hear, "This all has to go." I quickly, removed the storage shelf (6 foot) and all it's contents: tools and paint, to an outside shed as it snowed. Throughout the day, we were told we needed additional "expansion tanks," "maximizers" and a "sediment filter." After a full day, the end result was 2 over-sized water heaters and a **** for nearly $12,000. The next day the hot water did NOT work; the service was not restored until 10 AM. In checking our records, 2 of the 3 water heaters had been replaced and new in 2015, the warranties on each having expired in Jan, 2021. Thus, 2 were out of warranty less than year. The final plumbing inspection citing 4 codes NOT met; HomeTown refuses to communicate with us regarding solutions.

  

  Business response

  04/13/2022

  We are in communication with the client to resolve her concerns.  We have sent many plumbers out to her home and had many conversations with her to bring this issue for her to a successful resolution.

   

  Customer response

  04/14/2022

   I am rejecting this response because:

  I have had only a single response from HomeWorks (since the 3/30 visit failed to correct code violations) and it was on 4/13.

  The plumbers visits referred to have been to

   (12/28/21)

  1. Resolve initial issues NOT addressed at the time of the annual plumbing check 12/7/21  

  (1/10/22)

  2.To explore the initial installation of the 2 water heaters and consult on possible corrections, completion of project and

  on 3/30 3. To consult, correct code violations of the $11,694 job, by proposing action requiring action costing an additional $1200,

  

  Business response

  04/14/2022

  Since we completed the original visit to the home, we have documented 29 calls between our office and the client. 
  
  The issue was trying to be resolved between HomeWorks and client since the original work was done since complaints started within 24hrs of work being completed.
  
  Keep in mind that the first complaint from the customer was:

  -**** was concerned that the water heater installed would not sufficiently cover her needs to fill her bath tub because we replaced (2) water heaters with (1).
  
  The complaint issused to the BBB from the customer was:
  

  -**** is upset that we sold her (2) water heaters and she only need (1).

   

   

• Initial Complaint

  12/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Homeworks is not trust worthy. I had them out on Nov 22, 2021 to identify a leak in my furnace. Homeworks told me the collector box and feed tubing was heavily clogged beyond repair. Homeworks said it will be $499 for the new parts and I provided a credit card. A few minutes later I was told they are unable to get the part. He said all suppliers are out of it and unable to order it. Then said my only option was to buy a new furnace and had their sales person come out. Next thing you know I'm spending $14,000 on a new furnace. After the Homeworks tech (Andrew ****) and sales person left I had a bad feeling, none of this made sense. I called another company and they found the collector box part immediately but only 1 in stock and sent me a picture to confirm it was the same part, and it wasn't. Turns out the Andrew **** the Homeworks tech was calling the drain trap a collector box. Not only did he misinform the name of the part that is needed he lied that it could not be found. The other company I used cleaned the feeding tubes and the drain trap. No replacement of parts needed. Leak was actually caused by something else entirely. Homeworks lied about the name of the parts I suspect because they knew it was harder to find but if I looked for it on my own. Then they tried to cheat me out of $14,000. I spoke with Scott who says he is the manager and he apologized and would speak with his tech and sales person and would refund my $499 I provided for the unneeded and incorrect part. I email Scott (he requested) the write up/invoice provided by the other company exactly what was the issue was. I never heard from Scott after this and its now been 2 weeks and they have not refunded me the $499. The company I ended up using, ******* ********** charged my an appropriate amount of $150. I've attached the invoice charge from Homeworks as well as the invoice from ******* **********.

  

  Business response

  12/06/2021

  Good afternoon Tanya,

  Per your conversation with Tarris this morning at 9:44am the requested refund has been processed. 

  I have attached the picture of the buildup on the collector box. We called our supplier and even a backup collector box and neither of them had the collector box available. The picture attached is a picture of the collector box and I did have that verified by three senior technicians. Per your conversation on the phone, you said that the other company had cleaned the collector box. It is not recommended that cleaning is a best practice because the seals can break on this and cause further issues down the road which is why we don't offer this service. 

  Customer response

  12/13/2021

   I am rejecting this response because:
  I did receive a refund so that is resolved.  However, this company is still fraudulent of what the actual issue was and claiming I had to buy an entirely new furnace.  The photo the company provided of the collector box is incorrect.  That is a photo of the drain trap.  I've uploaded a photo of what a collector box is. 

  The actual issue of the leak was from the exhaust to the drain trap being plugged.  Nothing to doo with the collector box as they claimed.  They also claimed the collector box (again not the cause of the leak) was not in supply anywhere and that I would then need to buy an entirely new furnace.  This is also not true.  Suppliers do have the collector box available, if this was something I needed but wasn't.

  My complaint is this company falsely claimed I needed a part that no suppliers had available and my only recourse would be to purchase a brand new furnace from them.

  
  

• Initial Complaint

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Home Works Plumbing Heating Air came to my home on 11/1/2021 to perform a tune up on my gas furnace. After 2.5 hours the technician stated that there were several issues with my furnace and that he would have to shut it down immediately by law. It was red-tagged. They claimed I have a second heat exchanger when I don't. They claimed the heat exchanger is cracked and it isn't. They claimed my blower motor is leaking oil when the blower motor doesn't have an oil reservoir for it to be able to leak oil. I had a different company come out the following day, 11/2/2021, for a second opinion. They did a review of the furnace and determined that none of the issues Home Works claims to be an issue are in fact an issue. The technician stated that the furnace had recent updates done (likely by the previous owner) and that it is in great working order.

  

  Business response

  11/03/2021

  We would request a copy of the receipt of the other company's findings.  Please provide.

   

• Initial Complaint

  07/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had a tech at our house on 6/11/21 to service our AC which was not working. He told us our AC was completely flat with 0 pounds of freon in it. He recommended adding freon and adding dye with a cost of $1200, and said that if this didn't work, that money would go towards new equipment. After less than an hour the AC unit stopped working. We called again and it was after this the tech came back and told us the coil is the part that is leaking and said it will need to be replaced, which will cost another $2200. However, it was only then they told us the $1200 could not be used towards a new coil, only a new AC system. We were told this by the tech and his manager who he had on speaker phone. This was NOT communicated to us beforehand. We called and spoke to an upper manager a week later, and he told us that $1200 COULD have been used towards a new coil, that it was just some miscommunication, but he would not refund any of our money. We were misled by the tech and two managers.

  

  Business response

  07/12/2021

  We have emailed the client to request a copy of the invoice from the other company they hired who did work that they were satisfied.  As soon as we receive a response with this document, we will compare those notes with our file.

  Andy R***

  Customer response

  07/16/2021

   I am rejecting this response because:
  
  We do not have a formal invoice from the tech who's work we were satisfied with. We reached out to a friend who is an HVAC tech. He provided us with a detailed service report of the work performed, see below. We are seeking a partial refund as we were misled as to what the 1200 dollar Freon charge could be applied to.

  
  "Found system flat at 0 psi on arrival a few days following Homeworks visit. Pumped up with nitrogen to 100 psi and could see the pressure slowly falling right when I valved off nitrogen feed. No signs of oil or leaks on outdoor unit so I went inside. Once I entered the sliding glass door a hissing noise could be heard from the basement. Removed the humidifier cover on back of plenum and found one of the screws for the humidifier had punctured a U bend on back of evaporator coil. Able to locate leak with finger. Released nitrogen pressure, cleaned tube with sand cloth and brazed over pin hole leak. Pressurized with nitrogen to 200 psi and left on pressure test for 20 min. Soaped repaired u bend and verified leak was sealed. Released nitrogen and evacuated system to 500 microns. Charged with 5 lbs 10 oz of R 410a refrigerant. Operating pressures at 79 deg ambient roughly 295 psi high side and 130 psi low side with 10 degrees of superheat and 13-14 deg of subcooling. Verified compressor running load amps within nameplate rating. Does not appear any oil was lost in leak as none was sprayed in ducting so oil charge should not be an issue."

  
  

  

  Business response

  08/05/2021

  We are required to have a license to operate in the state of MN.  The neighbor-friend who Haley is basing her complaint with us on is not licensed to repair systems.  

   

  If the company was licensed to operate, Haley would have no problem providing a us a copy of the work completed.  The person who repaired her AC system unlicensed should be turned into the Department of Labor for operating without a license.

   

  We reject her complaint on the basis of here-say and her "professional opinion" is a not a licensed business.  We do not believe that if she hired a licensed MN HVAC Mechanical contractor, she would have an issue with our approach.  We know of at least 3 other contractors who are licensed who would have approached her AC in the same fashion that HomeWorks did.

  Customer response

  09/01/2021

   I am rejecting this response because:
  
  

  Your assumption is completely incorrect, fallacious, and not based on any fact. The technician we used is licensed and has 10 years of experience in the industry. To clear up your false claims, we did in fact hire a licensed MN HVAC contractor, and are not obligated to show you the invoice or tell you who. The fact that it is now fixed is beside the point. You are deflecting away from your horrendous business practices that con consumers out of their money, and what the focus of our complaint is.

   

  Please remain focused on our actual complaint, which is that you misled and deceived us, several times, about what the $1,200 we spent on freon would go towards.  You have continually pointed out that the tech wrote on his report that he did not think the freon fill would work.  This is true, and he shared that with us while he was at our house.  The problem is that when the tech says "I don't think filling with freon will work, but that money goes towards new equipment if you need it, which is the next step anyways", this is misleading and changes the nature of our decision to spend the money on a freon fill.  After the freon all leaked out, then we are informed that the 1,200 dollars will not, in fact, go towards a new coil, which is what was needed according to the tech.  THIS IS A BAIT AND SWITCH TACTIC.  If the tech would have said "the 1200 dollars would go towards a new outdoor AC unit, but your coil could be leaking and it wouldn't apply towards that.", that would have prompted us to make a different decision altogether.  You lied about your pricing structure.  The tech even had his manager on the phone and confirmed that the money we spent on freon CANNOT go towards a new coil, this was a matter of hours after we were told something different.  However, according to the manager, if you buy an entire new AC system (everyone involved admits this is not needed, it was the coil that was leaking), not only will the $1,200 be applied, but we can install it several weeks earlier than a coil alone because "It makes us more money". We, of course, chose not to do that as at this point it was clear to us that this company engages in false advertising, lies about their pricing model, and provides dishonest advice to their customers.  We decided that we would not be providing this company with any more money.

   

  Later, Rob, a different manager at HomeWorks, told us it was “apparently just a miscommunication.” and that the money COULD have been applied towards a new coil.  This was the opposite of what we were advised on the day of the appointment at our house.  Let me be clear, there is no ambiguity here, we confirmed with the tech and the manager he had on the phone multiple times that the $1,200 could NOT be applied towards a coil.   At the very least, Homeworks needs to inform their own managers about their pricing structure and strive for consistency.

   

  Lastly, lying about the licensure of the professional we had out to eventually fix our issue demonstrates the incompetence and devious nature of this company.  You don't know who it is, who they work for, or the status of their license with the state.  To claim, without evidence, that we used an unlicensed HVAC pro to fix our AC after we chose not to do any more business with Homeworks actually makes our point for us.  This company engages in blatant lies to cover their deceptive practices.  That is an outrageous claim to make without a shred of proof.  I would like to thank Homeworks for illustrating just how dishonest they can be by making that baseless accusation.

   

  I invite you to address our actual complaint, which is that we were lied to, and it caused us to make a decision to invest $1200 to fill our leaking system with freon under false pretenses.  We are asking for a refund of the $1200, because we were misled into thinking we would recoup that money if the freon fill didn't work.

  
  

*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. ↩