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:03/19/2025

  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 had our gas water heater replaced on 2-20-2025, after installation the installer stated that Daniels will contact the City of Santa Fe, NM, (approximately 2 weeks) for an inspection. After not hearing anything from Daniels, we started contacting Daniels and leaving messages to find out when the inspection will be done and have not received any returned calls. We contacted the utilities department with the City of Santa Fe, NM (Eva with the inspection office) and she stated that Daniels need to pay their bill before inspections are done.
  The inspection was included in our invoice with Daniels.

  Business Response

  Date: 03/21/2025

  Hello,

  Thank you for your thoughts. Unfortunately, the City of Santa Fe  is currently transitioning to new software with regards to permits & inspections. Rest assure, we are on top of this and pressing The City Of Santa Fe to expedite the process. The City of Santa Fe is short handed. You recently spoke with our Install Manager and previous to that, our office staff, who have tried to inform you of the situation.  As soon as we have the approval, your inspection will be scheduled.  We are not going anywhere and we sincerely appreciate each and everyone of our clients. If you need anything else in the meantime, we are always here to assist. Also, please know that we pay per inspection and it would be virtually impossible to fall behind on a bill. There system will not allow us to move forward unless the fees are paid. I look forward to scheduling your inspection as soon as we receive the approval from the City Of Santa Fe. Thank you, again for your feedback.

• Initial Complaint

  Date:09/06/2023

  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.

  Complaint: ********
  
  
  
  I am rejecting this response because:  the information I requested from Daniels was WHEN the rebate was filed and VERIFICATION it was received. Daniels refuses to give me that information. Paper & electronic trails aren't difficult to track. The fact they're giving BBB the same answer they've given me for four months tells me they are deceptive. When I talked to ***, they told me it only takes 4-6 weeks to issue rebates & yet here we are four months later. . .

  
  
  
  
  
  
  
  Regards,
  
  
  
  ******* ********
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 09/07/2023

  Thank you for your patience with the rebate process.  Yes, unfortunately, there is nothing we can do but wait. If we get an new information from ***, we will keep in informed. 

  Business Response

  Date: 09/11/2023

  We verified with our vendor and *** that your rebate was submitted, and are unsure why this is taking so long.  We have decided to go ahead and submit payment to you prior to us receiving the rebate from ***.  The check was mailed out 9/8/2023.  We apologize for the delay and are working with our vendor to make this process quicker.  

   

  Customer Answer

  Date: 09/12/2023

  Please be advised I wish to withdraw my complaint against Daniels Plumbing. We have reached a satisfactory resolution & complaint is now resolved.
  
  ******* ********
  
  Thank you for your assistance. 

• Initial Complaint

  Date:06/01/2023

  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 needed to replace a leaky faucet. They quoted me $1500. I had to find a faucet because of their negligence. My H2O heater broke. (Which was fine until Daniels) So I had to buy one from them at additional charge of $3000. After their faucet installation and H2O heater replacement, my sink leaked. It didn't leak before. After $4500, they left me with a bucket to catch the water under the sink. They said they couldn't guarantee the sink, as it wasn't "in house" product. Neither was the faucet. I got that at Lowes. I still have the bucket under the sink with no recourse.

  Business Response

  Date: 06/02/2023

  We repaired the leak as much as we can as it was a customer supplied sink and we do not warranty customer supplied parts. We returned and offered to repair or replace and customer declined services. We can came to an agreement to issue a $520 refund that posted on 1/20/203. 

• Initial Complaint

  Date:05/08/2023

  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.

  Purchased a ****** Boiler back in January 2023 for which I was supposed to get a rebate from the state of $300. When I emailed Daniel's asking for them to send me the information I needed to file the rebate, they did not provide me with the information. When I called Daniel's they told me over the phone that they would file the refund for me as is their normal procedure and that it would take 6 to 8 weeks to get the rebate check. It has been nearly 4 months now and I have not received the rebate check from the state

  Business Response

  Date: 05/12/2023

  Rebates are processed through the ** *** *******. We verified that it was submitted and received. Please allow time for the rebate to be processed. 

• Initial Complaint

  Date:03/30/2023

  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 am rejecting this response because:
  
  
  
  It is not accurate.  An existing gas line (other than the one for which the furnace was being installed on) was punctured by the technician (the screw is still embedded in it) and the technician decided that he would "abandon" the gas line in order to pass inspection and get gas restored.  This was after full payment was made and the job "completed".  Since it was not until after the work was done that the gas leak was detected, the job was never fully complete.  Also, the technician said they would replace the gas line they punctured and had abandoned.
  
  
  
  Regards,
  
  
  
  ***** ******* 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  ensated for the damage done to the house by adjusting the bill by 20%. They told me they would take it up with their management and never heard back from them since.

  Business Response

  Date: 04/05/2023

  Beginning 1/24/2023, we performed quoted work, replacing existing boiler to existing gas connections.   Permits were pulled for quoted work.

  
  After we replaced his boiler, we received a call from Mr. ******* that he called the gas company, and they took his meter. We immediately sent over the plumber to assess the gas lines.  Leaks were found on existing gas lines to other gas appliances.  The plumber found the leaks and repaired them, no additional charges to the customer.  Customer also requested that an unused gas line for a dryer to be abandoned at the time we were doing the gas leak repairs.  The additional gas line work required a new permit which was pulled with the City of Rio Rancho.  The City of Rio Rancho was delayed, due to staffing on issuing the new permit and scheduling inspection, we kept in contact with Mr. ******* regarding the delay. We offered space heaters and he declined.
  

  All quoted work has been completed, and additional work that was not on the quote has been completed at no additional charge to the customer.   We disagree with the customer resolution request. 
  

  Business Response

  Date: 04/05/2023

  All permits where pulled and passed. All work is completed. 

  Customer Answer

  Date: 04/08/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  the installer damaged an existing gas line and abandoned the line without my approval
  
  
  
  
  
  Regards,
  
  
  
  ***** ******* 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 04/10/2023

  All quoted work has been completed and inspections passed.  

• Initial Complaint

  Date:01/18/2023

  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.

  The rebate has been sent and received 1/27/23.  This settles the agreement made in Oct. 2022 when the AC unit was installed.

  Business Response

  Date: 01/27/2023

  We sincerely apologize for the inconvenience, the PNM rebate process for your install has taken longer than usual.  We have been in contact with our vendor on the status of the rebate.  Due to the extenuating circumstances, last week we decided to issue your rebate to you prior to receiving it from PNM.  A check was mailed to the address you provided our office last week, 1/20/2023.   We have successfully processed hundreds of these rebates and the processing time is usually pretty quick, we appreciate your business and apologize for the delay with your rebate.  
  
  
  ******** *********
  Daniels Heating and Air Conditioning, LLC
  ******* ************
  **** ************

• Initial Complaint

  Date:12/09/2022

  Type:Billing 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.
  
  
  
  Regards,
  
  
  
  ****** ******em.

  Business Response

  Date: 12/16/2022

  We value your feedback both positive and negative which tells us
  the places we need to make improvements with the aim of
  offering our customers with a more pleasant and comfortable experience. We will contact you directly to discuss the charges. 

• Initial Complaint

  Date:12/01/2022

  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***** ***** failed to connect the vents in a safe sealed secure manor. Gas company retuned and found my water heater pipe loose as they moved the pipe it fell back on tack. Going up to the roof finding vent insecure at top of house. Services only moved went pipe straight over water heater. Not turning it on with electrical pilot light he said it was to much work and it would take longer. He said that will work. I had to hire to modify vent on light up pilot and turn knob to safety feature, no screws used. (I originally called to repair and turn on gas meter)

  Business Response

  Date: 12/06/2022

  On
  behalf of our entire staff we apologize for the concerns you shared about your
  experience with us.  We appreciate the feedback and will use it to fine tune our
  operations.
  

• Initial Complaint

  Date:12/01/2022

  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.

  First service ******* took material from my property, from my tool box (plumbing products). The service paid for was turned into a leak that was not attended the next day with notice ball. My sink leaked for a week I had to turn off water having no kitchen sink available to me. The service ended up tangling the hose under sink to where my sprayer was caught and not able to be utilized and the water(RO) system sprung a leak at tope of faucet. He claimed a missing seal. He did not provide that was missing when he stole on first day to bring at necessary material to return for appted install on a later date. Service to pipe H/C water & drain to kitchen room was incorrectly installed causing 2 toilet guts 2 hoses, seals and the highest bills of the months. He also damaged a door he tripped over being careless after I asked if it needed to be moved and it fell on a 70 yr old. aloe vera, carpets stained as well.

  Business Response

  Date: 12/06/2022

  We
  apologize our services did not satisfy your expectations. We attempted to
  have the plumber return multiple times and  services were refused. We finally
  coordinated with your contractor and at the last visit, we repaired
  all that needed to be repaired. The contractor agreed he would take care of the
  rest of the construction remodel as we already completed our part. Again, we
  are sorry that the communication was not clear, but the work we agreed to
  has been completed.