Complaints

This profile includes complaints for Heritage Home Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Heritage Home Service

  28 Commercial Ct Auburn, NH 03032-3725

  
• 

  Heritage Home Service

  2550 Main St Tewksbury, MA 01876

  
• 

  Heritage Home Service

  179 Lafayette Rd North Hampton, NH 03862-2413

  

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:05/12/2025

  Type:Order 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.

   
  Complaint: 23310928
  
  I do not accept the business's response as a resolution to my complaint because: 

  I am certain that they did not review the complaint letter I attached, which contains my detailed explanations and supporting evidence. Their response was perfunctory and completely unacceptable. I expect them to carefully read my complaint and respond to each point raised.
  
  As for their claim of a free replacement pump, I must emphasize again: the two pump replacements ended up costing me nearly $10,000 in total. The so-called "free" replacement is utterly misleadingit was simply a disguised charge.
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 05/27/2025

  We are disappointed to receive a second complaint from Ms. ***** which unfortunately continues to present an inaccurate narrative of the work performed by our team. While we understand that dealing with a complex well system can be stressful, we strongly dispute the new accusations being made particularly those suggesting discrimination or any effort to take advantage of Ms. **** due to her English proficiency. These claims are false, inflammatory, and completely inconsistent with our values and conduct.
  Our technicians made every effort to communicate clearly and respectfully, taking time to explain all services, costs, and recommendations. All work was approved in advance, and when additional issues arose due to the condition of the well including sediment, poor water quality, and environmental challenges we provided extra support, including a no-charge replacement pump, to try and help resolve the situation. Our team worked extremely hard and made every good-faith attempt to assist Ms. ***** despite the limitations caused by her refusal to move forward with the steps we strongly recommended.
  We apologize that we could not get on the same page and are sorry that Ms. **** feels unsatisfied with her experience. However, we firmly believe the services we delivered were appropriate, transparent, and performed with care and professionalism. We will not be issuing a refund, as the issues being raised are not a result of faulty work, but rather the ongoing condition of the system and the customer's decision not to follow through on our professional guidance.

  

  Business Response

  Date: 07/24/2025

  Hello,

  I hope youre doing well.
  
  My name is Briannah and I am reaching out on behalf of Heritage Home Service.
  
  This is regarding a customer complaint weve been actively trying to resolve now for months. Unfortunately, its become an ongoing issue despite our best efforts. Weve spoken directly with the customer and responded through the ******************** platform. Our team worked extremely hard to serve her correctly, and the core issue seems to be her unwillingness to move forward with the recommendationsnot the services rendered.
  
  Weve done everything we can to assist and clarify, but at this point, there doesnt appear to be a productive path forward. The customer is making claims we believe are inaccurate, and we dont feel a refund is appropriate given the circumstances.
  
  That said, were at a bit of a loss. Continuing to respond doesnt seem to be helping, and we dont want this to remain open indefinitely. Do you have any recommendations on how to proceed, or if theres a way to work toward closing this complaint? We have been trying to reach out to the ******************** at BBB but haven't been successful in reaching anyone to speak over the phone. 
  
  Please let me know if you need anything further from us regarding the service information. The complaint number is 23310928.
  
  We really appreciate your guidance and support.
  
  Thank you!

• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair 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.

   
  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.
  If on going repairs are needed I will be in touch with Heritage and expect a quick response. 
  
  Sincerely,
  
  *************************tand that we are responsible now for repair. But to not even come and be responsible for the product is disgraceful.

  

  Business Response

  Date: 06/26/2024

  
  Hi ******,
  
  Thank you for bringing this to our attention. We're very sorry for the frustration and inconvenience you've experienced.
  
  I want to confirm that we have since addressed your concerns. Our technician visited your home on June 18th and made the necessary repairs to your mini split system. Please let us know if there are any further issues or if you need additional assistance.
  
  We appreciate your patience and are committed to providing better service moving forward. Thank you for giving us this second chance. 
  
  Best regards,
  Heritage Home Service

• Initial Complaint

  Date:02/19/2024

  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.

   
  Complaint: 21301591
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ***********************pewing piping hot scalding water followed by lukewarm water which isnt warm enough to take a comfortable shower or wash bacteria off our dishes Bottom line is that we paid $3200 for a tankless hot water system which fluctuates from much too hot to much too cool and Heritage cant service it because we bought it from ***** plumbing which they bought out but now cant service products sold by *****. This is unacceptable and we need them to fix the unit we bought only 7 years ago. We were told that tankless systems last longer than traditional tank systems. Please help. Thank you. ,

  Customer Answer

  Date: 02/23/2024

  We received notice that Heritage has corrected our problem despite several previous unsuccessful attempts  to correct the failure of the ****** tankless hot water heater installed by ***** Plumbing in 2017. They now own that business. Our shower started spraying scalding hot water intermittently followed lukewarm and cool water inadequate to shower comfortably in late winter 2023. We paid over $850 that winter to have the problem resolved but it was left dysfunctional. We paid another $500+ dollars on two occasions to Heritage purchased company pro-active and them paid additional funds to ***** plumbing because Heritage couldnt solve the problem with severely fluctuating water temperature. Their efforts failed as well. Fast forward to this year and Heritage sent out technicians who knew nothing about ****** systems which they admitted to us. They tried to call ****** tech support to run diagnostics but the phones were backed up 1-2 hours and the techs said they would have to charge us to wait for tech support. We declined. They also dispatched a gentleman who had no license to work with gas units but he verified the system was not working correctly. Next, a nice gentleman with past experience with ****** systems ran yet another $260 system check which yielded nothing. Again. ***** was able to contact tech support after waiting 30 minutes or more and their information yielded the answer: a $30 plastic check unit needed to be replaced. ***** waived the additional $260 charge but we had to pay him another $290+ fir his work. This is just ridiculous. All we are asking is for the last $290+ to be reimbursed to us. Please help. To correct their report we were not the original owners when the unit was installed:  Weve lived at *********** since 3/15 2000.  

  

  Business Response

  Date: 02/21/2024

  ****, please see our formal letter attached. We do have a technician coming out today to do the best we can to fix the issue. Unfortunately, this install happened with a different company and complete different owners and policies, however we will do the best we can to alleviate the situation. 

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair 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.

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: 

  I do accept that the business has contacted us to set up an appointment to talk. The soonest they could come out is Thursday 10/5/23. I do not want this case closed until my husband and I meet with them to hear what their solution is, and if we'll be satisfied with it. We have also requested that a Bosch representative come out as well with them and are waiting to hear back if that is possible. 
  
  
  
  Sincerely,
  
  
  
  ******** *********

  

  Business Response

  Date: 09/26/2023

  Hi ********, our team is in contact with you to set something up, please see attached above of email going out earlier today. We understand this is an issue and we would like to get this fixed. We have call recordings of going back and forth and we noticed you cancelled your appointments to use someone else, however we do want to fix this for you and your home. Please respond to our emails and correspondences so we can resolve this for you. 

  Thank you for your time. 

  

  Business Response

  Date: 10/02/2023

  We completely understand that. Our General Manager, Eric, and our lead HVAC supervisor, Jeremy, will be visiting you on Thursday October 5th to find a resolution to your issue. We understand this should NOT be happening and we will do everything we can to make it right. 

  Customer Answer

  Date: 10/10/2023

  
  
  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.
  
  

  They will cover the system free of charge for the winter if anything happens to it. If problems occur too often during that time, talk of replacing the system has been talked about. 
  
  
  
  Sincerely,
  
  
  
  ******** *********

• Initial Complaint

  Date:09/13/2023

  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.

  Heritage was hired on August 1st to replace a bathroom ceiling fan and light. Original fan purchased by us would not fit. Heritage told us they would purchase a fan to replace the one they had removed as we needed a specific fan. It is now over six weeks later and we still have a hole in our ceiling. I can’t get Heritage to call me back. I have called once a week asking for updates. Each time I’m told someone will call me back, no one does. Once I finally mentioned leaving a bad review our case was sent up the chain. I got ONE phone call assuring me that it would be taken care of, that the fan would be ordered, and they would quickly make an appointment to get the fan installed. Since then NOTHING. Six weeks and little to no communication is unacceptable. They took the old fan with them, so I don’t even have the information I need to order one myself.

  

  Business Response

  Date: 09/14/2023

  Hi *********, I completely understand your frustration here. I have call logs of the back and forth issue going on. It looks like we have been in contact with your wife, *****. You guys had a fan you wanted us to replace, which our team came out to do on Sept 8th. ***** informed us to bring a fan in case of the one that was purchased on your end didn't work. Looks like we had to special order one, and we gave a call back on September 13th to book your appt since the fan would be arriving within the week. Our electrical supervisor states he reached out about the issue and no further comments were made. I will escalate this up to our Electrical Director and see what we can do to come to a conclusion on this. 

  

  Business Response

  Date: 09/14/2023

  Our team has been in contact with the homeowners. Attached above is screenshot of commentary from our electrical manager. I have call records of us going back and forth. The first time our tech went out on 8/1, we didn't have a replacement fan. The customer went out and got one then scheduled a job. Customer mentioned it might not fit, and asked tech to bring another option. Tech arrived at the second job on 8/8 and none of the fans provided worked so they opt-ed to special order one which took some time to come in. We tried calling the customer to book the job, stating when the new fan will arrive. After this complaint was submitted, our team was already in contact with the customer and got them booked to install the new fan. Again, per the screenshot above, everything is taken care of from our end. Special ordering parts is out of our control for timelines depending on manufacture and style. 

• Initial Complaint

  Date:02/14/2023

  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.

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because:

  2/17/23
  
  Dear Heritage,
  
  Thank you for responding on 2/16/23 to my BBB complaint.
  
  Please note I have corrected the dates when the two techs came to the house from 2/8 and 2/9 to 2/9 and 2/10, respectively.
  
  Here is my response to yours:
  
  On 2/8/23, I placed the initial call to Heritage to schedule an appointment informing them of the burst water pipes and that the house had no heat as a result. Heritage sent a plumbing tech when they should have sent a HVAC tech. Heritage billed me $189 for this first tech and when I checked my credit card account I discovered Heritage double billed me for the same appointment.
  
  On 2/9/23, I spoke with your plumbing tech shortly after he left a VM for me. He explained the need to bring in an HVAC technician so I called Heritage and scheduled an appt for the next day.
  
  On 2/10/23, Heritage's HVAC tech reported that he repaired a leak in the line which runs to the split-level foyer and the bedroom a few feet above it, but when he opened the valve for the boiler feed he discovered the line had a leak a couple of feet above the one he fixed. He stated the entire wall would need to be "taken down" by my contractor before he could complete repairs to the line. I called Heritage to speak with the HVAC tech to understand why an entire wall need to be taken down to continue work on this water line, but I never received a call or a VM for that matter.
  
  While waiting for a reply from the BBB complaint I made, I scheduled an appt with a local Heritage competitor to get the leak fixed. They sent a HVAC tech out on 2/16/23 and he completed the repair a few hours after he arrived and I approved his repair quote. No walls were taken down.
  
  This second leak was not a separate issue occurring in 2 different locations -- the leaks were a couple of feet apart in the same wall cavity, which the HVAC tech had already opened up.
  
  I understand Heritage is not a handyman contractor who repairs wall damage caused during this type of repair and I never expected such. The Heritage competitor I hired works the same way.
  
  Lastly, if your HVAC tech attempted to contact me after I requested to speak with him, but he was unable to reach me, he should have left a VM message and I would have responded.
  
  I hope I have adequately addressed the points you made on 2/16/23.
  
  Sincerely,
  ******** ****
  ===

  
  
  Sincerely,
  
  
  
  ******** ****

  g water on to zone to fill baseboard, signs of another leak came about. Inspected piping and to see where leak was coming from, found water dripping from further inside wall on garage side... Inform tenant that we cannot put water to zone until wall is taken down by contractor to get a better look at where leak is coming from. Supervisor, Informed me that contractor would need to be hired by customer to get a better look at what we are fixing and we can quote next job appropriately."
  
  Incredulously, Heritage expects me to believe this is not the same job and that I need to hire a contractor to take down a wall so they can "get a better look at where leak is coming from." Heritage had no trouble charging me $2001 for a job they didn't complete.
  
  2/13/23
  Called Heritage to ask licensed HVAC technician why a wall has to be "taken down... to get a better look" but no one returned my call.
  
  I'm disputing both charges through my credit card company until this issue is satisfactorily resolved.

  

  Business Response

  Date: 02/15/2023

  Doc attached lays out the situation and that we are trying to get ahold of the customer to resolve the issue. We have tried contacting customer twice via phone and have been unsuccessful. 

  

  Business Response

  Date: 02/17/2023

  So due to you getting the issue fixed, what is it you're still looking to get from us? 

  We can refund the $189 from the initial appointment. 

  Customer Answer

  Date: 02/23/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because:
  

  I'm sure you understand that I had to get this issue resolved quickly since this is winter and the house was without hot water and central heat, which is why I had to choose another company to do the work I originally hired Heritage to do.
  
  I was charged $189 twice for an initial appointment, when it should only have been once. In addition, I was charged $2001 to repair the burst heating line which wasn't done. I had to pay another company $2249.80 (which includes a $59 dispatch fee, a $283.80 diagnostic fee, plus $1907) to repair the line and get the heat running again. Your HVAC guy also took the damaged baseboard element which I need for the insurance adjuster if I expect to be reimbursed for my losses.
  
  I have a photo showing the wall after the Heritage HVAC guy was done (After_Heritage_HVAC_appt.jpg). I also have photos of before and after the *********** **** guy was done (After_***********_HVAC_appt_foyer.jpg, After_***********_HVAC_appt_garage.jpg). There's also photo of the house front which puts into perspective the location of the leaks in the wall between the foyer and the garage and the bedroom above (HouseFront.jpg).
  
  Please put yourself in my shoes, how would you feel if you were me? Would you pay for a job that wasn't done when you had to hire another company to do it?
  
  
  Sincerely,
  
  
  
  ******** ****

  

  Business Response

  Date: 03/03/2023

  Hi ****. Attached is our letter of resolution to you from our General Manager here at Auburn, NH. 
  
  Please let me know if you have any questions. 
  
  Thank you!
  

  
  

  Customer Answer

  Date: 03/09/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: 

  Hello Meghan/Eric,

  I appreciate that you are willing to come halfway based on what you identify as the problem area(s), but I would like to address the main point in your argument which is that the damage was in two areas of the home and thus the Heritage HVAC tech's quote was only for one area.

  Had the leaks been in different rooms, such as the foyer and an upstairs bedroom, I could see your point, however that was not the case. In fact, the leaks were a couple of feet apart in the same area of the home, where the interior wall between the garage and the foyer and the exterior wall connect. The leak you are saying was in a different area of the home was only a couple of feet above (in the same wall) the section of 3/4" copper tubing (hydronic heating pipe) the Heritage HVAC identified as damaged. Just because the Heritage HVAC tech missed that leak in the same heating line (a couple of feet above the other leak) isn't justification for saying it was in another area of the home - it was not. Furthermore, I can't understand how he missed that leak seeing as how water runs downhill and that there was another sign in the garage of that leak. One look at the After_***********_HVAC_appt_garage.jpg photo shows the watermarks on the drywall that's touching the wall separating the garage from the foyer. The Heritage HVAC tech shouldn't have missed that. Please examine the photos carefully.

  I'd also like to mention the Heritage HVAC's diagnosis (NHPL-DIAG1 Diagnostic fee level 1) for which I was charged $189. When I spoke to the Heritage HVAC tech on the phone that day, I was led to believe the issue in this area of the home would be resolved for a total cost of $2001. Needless to say, it wasn't, because the Heritage HVAC tech's diagnosis was faulty -- he missed a leak in the line only a couple of feet above the other one.

  Even the Heritage HVAC tech stated this in the "Description of Work" section of the 2/9/23 invoice:

  "When turning water on to zone to fill baseboard, signs of another leak came about. Inspected piping and to see where leak was coming from, found water dripping from further inside wall on garage side. Went upstairs to ensure no split loop or leaks were found in any other part of the house."

  That wall is only a few inches wide.

  The Heritage HVAC tech clearly stated the leak was coming "from further inside wall on garage side," like I've been saying, and the pictures I sent of the front of the house and the foyer wall corroborate that. The photo (After_Heritage-HVAC_appt.jpg) I included with my BBB complaint clearly shows the damage occurred in the corner of the two walls.

  The second point I'd like to address is your argument that, "Our tech was not able to access the area of the additional repairs without a carpenter." In the same "Description of Work" section of the 2/9/23 invoice, the Heritage HVAC stated, "Inform tenant that we cannot put water to zone until wall is taken down by contractor to get a better look at where leak is coming from." Had the Heritage tech opened up the ceiling adjacent to the foyer wall on the garage side, he would have had access. That is what the *********** **** tech did.

  My first impression was that taking down a wall to fix a plumbing leak (burst pipe) is absurd, which is why I called Heritage so I could speak with the HVAC tech, but the Heritage HVAC tech never contacted me. The *********** **** tech that repaired the damage several days later did not require a carpenter to take the wall down. If you examine the two photos (After_***********_HVAC_appt_foyer.jpg and After_***********_HVAC_appt_garage.jpg), you'll see that in order to access and remove the damaged heating line, the *********** **** tech had to cut way additional drywall on the foyer wall a little above where the Heritage HVAC tech was working. That tech opened up the garage ceiling adjacent to the wall to cut the line from the other side of the wall. In fact, no carpentry was needed.

  As you and I know, when a new house is under construction, it's almost always completely framed before any plumbing or electrical work is done. Unless, of course, there is something unique to the home's architecture. There is nothing special about the construction of this split-entry house that required additional carpentry work to be done after the heating lines were installed by the original plumber. Thus the heating line should have been (and was) accessible without a carpenter. And the mere fact that the *********** **** tech was able to complete the work without using any carpentry skills and without the help of a carpenter, proves the fact a carpenter wasn't needed.

  The Heritage HVAC tech stopped work and did not complete the repairs because of the faulty assumption that the foyer wall needed to be "taken down" and if it ever goes that far, I'm betting most judges would agree with me. I also can't help but wonder if the reason he stopped work is because he didn't want to be late to the next appointment, which the Heritage phone operator mentioned when I called.

  If you examine the photos of the house, you'll see the wall where the repairs were needed. I have provided the before and after photos, as well as as view from the outside of the house that shows the relationship of the foyer and the garage and the wall in between where the work took place.

  On a last note, please reexamine the photographs I have included in my BBB complaint and you will see the issue was not in two areas of the home.

  Thanks,

  ****