Heating and Air Conditioning
Zenner & Ritter Heating & Cooling Inc.Complaints
Customer Complaints Summary
- 7 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
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Initial Complaint
Date:07/02/2025
Type:Service or Repair IssuesStatus: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 had a brand new furnace put in by Zenner and Ritter in the summer of 2017. In the summer of 2023 I called them because I kept getting a message saying that the furnace was cycling too much so I called them they sent somebody out. He had no idea what I was talking about and said I just needed to change the filter. I had new AC put in and he looked at the furnace and the whole thing was rotted out at the bottom I need awhole new furnace and they’re not trying to help me at all.
So now I’m stuck buying another furnace system.Business Response
Date: 07/16/2025
The client contacted our offices requesting we fund
replacement of her furnace that was installed in 2017 and moved directly to
filing a complaint before speaking with a manager. The indication is a different contractor was
on site installing a central air conditioning system and found rust inside the
upper compartment of the furnace; an internal drain was found to be separated
allowing condensate generated by furnace operation to leak into the upper
compartment. During a phone call on
7/3/25, client acknowledged that the $8,000 amount noted in complaint is
inaccurate, was quoted furnace replacement by other contractor of $2,600;
client also confirmed that both the heating and air conditioning systems are
operational. After the installation in 2017 we were not back to the home
until 2023 due to a client reported issue of the heat not keeping up with the
set point and the client’s smart thermostat indicating the system was cycling
too frequently. Our technician found
that the air filter in the system had not been changed since the installation
in 2017 (approx. 6 years) and was causing the system to shut down on a high
temperature limit due to the internal furnace temperature reaching excessive
temperatures. He changed the filter and
provided a spare filter. The filter
should be changed every 90 days. We did
not hear from the client again until her recent phone call to our office. Based on the nature of this complaint we scheduled a site
visit. It was confirmed that a clamp on
a drain hose was failed and the connection was partially separated, allowing
condensate to leak into the upper compartment of the furnace. The basement floor was covered in water but
it was from a leaking water heater, not the furnace or air conditioning. It was identified that the air filter had not
been changed since our last visit in October of 2023; we changed the filter
during our 7/15/25 visit. The client
indicated that her old furnace never leaked; it was explained that it was a 40+
year old unit that did not produce condensation during operation. The importance of maintenance was emphasized
and the client stated she did have someone that was taking care of the system
but believes he might no longer be in business. The issue inside the furnace was not the result of an
improper installation and the rusting could have been mitigated through routine
maintenance. The rust is cosmetic and
has not impacted the operation or integrity of the system. There are a variety of disconnected and/or
capped ducts in the basement / crawl space, one of which appears to be
intentional to accommodate wiring extending from the basement to the second
floor. As an older style home, the
system was originally designed for gravity style heating with minimal ducting
to the second floor. We are happy to
assist the client with quotes to implement repairs to the drain and to conduct
annual maintenance if she chooses.Initial Complaint
Date:01/09/2025
Type:Service or Repair IssuesStatus: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.
Zenner and Ritter installed a new furnace in my home, and I have had nothing but issues since. My old one died last year, but worked beautifully before. After calling numerous times someone came to look and said it is not attached to my heat ducts and that I need to pay for someone to come and do it. This should have been done during the installation of the furnace. I have 2 young children in my home and have gone through more propane in a month with this furnace that the old one in an entire year!Business Response
Date: 01/27/2025
The residence is a mobile home with ductwork located beneath the living space is a tight crawlspace. Our installation was for the replacement of the furnace located in a mechanical closet inside the trailer and did involve interacting with the ductwork. We provided this information to the individual listed on this complaint who was not present during our service visit and is not listed on the account. In an effort to resolve any and all concerns related to the property we did return to the property at no expense to the residents and implemented repairs to the ductwork. At the time of that decision we were not aware of the filed complaint or posts on numerous online platforms with false accusations. Our office has not received further communication from this residence since implementing the repairs at no charge and consider the matter to be resolveCustomer Answer
Date: 01/27/2025
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,
***** *****Initial Complaint
Date:09/23/2024
Type:Customer Service IssuesStatus: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.
September 20th 2024 I had an appointment for plumbing services to fix my bathroom pedestal sink. I understand there was a fee for the service call. However I was charged an additional 270 for miscellaneous charges. I have since reached out to the company for what the charges were told and was advised this is for labor. However no services were conducted. And I was told the sink needed to be removed with a additional charge. Then I was advised this fee was $90 per every 15 mins the plumber was at my home again was not advised of this and it is not stated anywhere on the invoice or company policy.Business Response
Date: 09/25/2024
BBB talked to the business who advised they realized an appointment should have been set up at the time of the emergency call, which is what factored into the unexpected costs. The business reached out to the consumer before receiving the complaint from BBB to talk to the consumer and set up the appointment. They believe the concern has been addressed and resolved.Customer Answer
Date: 10/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I was not satisfied with the resolution. After the initial complaint the same plumber can back to complete the work and attempted to charge me $270 again and indicated this was for labor. I was also advised my sink would be moved to resolve the plumbing issue which was not done. The drain pipe was then placed in the wall to remedy the issue but is now leaking into the basement onto furnace vent and wooden floor boards resulting in additional issues. I called the company again and had supervisor come to asset the situation and was told they would contact me to resolve which would result in possibly replacing the plumbing, which I have yet to be contacted about. I was then told to place a towel on the furnace vent to soak up the water from the drain until further notice which at this time appears to be a safety issue
Regards,
******* ********Business Response
Date: 10/03/2024
Hi,The business reached out to share they have been trying to reach you to schedule a tech to visit your home to look into the new leak you told them about. They have been unable to reach you. Please contact the company to schedule the appointment at your earliest convenience. Thank you.Business Response
Date: 11/08/2024
Thank you for giving us the opportunity to clear up this
misunderstanding. When our technician
first visited for the emergency call on September 23rd, 2024, he should
have booked the follow-up appointment that was needed to complete the work requested. In addition, it’s important to know that when
we provide an estimate, it is upfront pricing for the work scope of the
project, instead of an hourly rate. Our customer service manager assisted in clarifying and
booking the return appointment in a phone call with you on the 24th. We returned on September 26th to complete the
work quoted on the 23rd. Afterwards, we were notified of a new water leak. With the help of the BBB, we were able to
reach you and schedule a follow up visit at no charge for a senior technician
to review the new leak on September 30th as well as another senior
technician visit at no charge on October 28th. During the last appointment, our senior
technician identified, and you acknowledged, a 90-degree fitting that was
leaking, which was unrelated to the initial scope of work performed in late
September. We provided initial estimates
to make minor repairs, as well as offered to visit again on a $0 appointment to
open the wall to access hidden drainage lines and provide an estimate of
comprehensive plumbing repairs needed to prevent future issues. To date, we have not received an indication
that you would like to proceed with the immediate repairs or next steps for comprehensive
repairs. For context, you have also engaged our services for
additional work in the interim, for a furnace repair and for a sump pump
replacement. We hope that with this clarification and the additional work
we have invested in ensuring the new leak was unrelated to our original scope
of work, that you will consider this matter completed to your satisfaction. We
look forward to the opportunity to continue to serve you.Thank you,-Zenner & Ritter Home ServicesCustomer Answer
Date: 11/11/2024
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,
******* ********Initial Complaint
Date:08/27/2024
Type:Service or Repair IssuesStatus: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.
Incorrectly installed AC coil has leaking issues. They came out several times making random repairs that had nothing to do with the leak (other mistakes they made) but the leak still continues.Business Response
Date: 09/24/2024
Thank you for conveying your concerns regarding the air conditioning system our team installed three years ago at your home. Prior to this cooling season we have not returned to the home for maintenance or received any concerns related to the systems performance. We appreciate your time in allowing our team to return and evaluate the system under the guidance of the manufacturer technical support group. Through this process it was confirmed the air conditioning coil was properly installed. Unfortunately we were not able to replicate the concern when at your home during this evaluation. The system is located in a crawl space / partial basement and, as a result, is necessarily positioned in a horizontal configuration with a coil specifically designed for that position. As discussed, there is no manufacturer accessory kit to extend the height of the coil drain pan. The indication is that you experienced condensate beneath the coil primarily during periods of high humidity; an adjustment was implemented to the fan CFM for low speed during low stage, dehumidification air conditioning operation. A water alarm is now positioned beneath the system to alert you regarding any spillage. In the three weeks since our visit, including periods of high outdoor temperatures and humidity, there were no concerns communicated during our follow-up phone calls to you or otherwise. Please reach out at your convenience with any further concerns. Thank you!Initial Complaint
Date:05/19/2023
Type:Sales and Advertising IssuesStatus: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.
Bought new ******* Generator from Zenner 5/ 2022. Paid over $10500. Was told by salesman that the first year maintenance was free. Three other residents in Springbrook shores bought similar generator in May / Aug 2022 and were told same thing. *** ******, a neighbor, his generator maintenance two weeks ago and had to file a complaint to get resolution. I am doing the same thing, the zenner employee Ryan did the service yesterday and charged me $149.00 plus tax. I believe the service was included in my purchase. In addition my scheduled for the morning, waited all day, Ryan showed up after 5pm, waited all day and no one had the curtesy to call me , I called the office twice and received no help, all they said was I was scheduled but could not get me any information. This is unacceptable and unprofessional.Business Response
Date: 06/05/2023
Mr. Ritter called to discuss with customer 5/22/23 @ 4:09pm and again 6/5/23 @ 10:27am. No answer; Voicemails were left for the customer on both occasions.Business Response
Date: 06/05/2023
I attempted to reach Mr. **** multiple times by telephone, leaving voice messages but not receiving a return phone call. Accordingly, we are replying in written form. The inclusion of first year maintenance is not standard with the installation of a new generator system. During phone calls to our office Mr. **** indicated “I think it was included with my install, I will check my contract.” There is no reference on the contract regarding maintenance being included. There are promotions (e.g. warranty coverage, maintenance, free accessories, etc.) that vary from time to time; Mr. **** received a free extended warranty on the generator system installed at his residence. On the date of installations our installing team did find a way to save the client money and reduced the contract by a small amount. Mr. **** referenced a neighbor that filed a complaint but that did not occur; the neighbor submitted an inquiry based on a concern related to a status light on the generator and confusion regarding different maintenance levels. The neighbor’s contract did very specifically reference inclusion of the first year maintenance appointment and it was completed pursuant to the terms of the contract prior to the inquiry. Mr. **** advised our technician performing the service that he thought it was covered by the installation contract and that he would review it and call our office for a credit if that was the case. Mr. **** never called or otherwise attempted to contact our office, he simply filed a complaint with the BBB. Our team member that developed the proposal for Mr. **** has not previously received any complaints of this nature.
Please let us know if you have any other questions regarding this complaint, and we are, of course, still hoping the customer will call us to discuss,
Thank you,
-John
Initial Complaint
Date:09/25/2022
Type:Product IssuesStatus: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 purchased a home furnace and air conditioning unit with installation from Zenner and Ritter in 2016. Both units included a 10 year warranty with covered parts and labor. The contract also said the vendor would provide routine service. Our furnace failed in June 2022, leaving us without AC or furnace. When Zenner and Ritter responded, it was determined parts in the furnace unit had failed and were covered by the warranty. Zenner and Ritter advised that we would have to pay $1750 for labor, and would be refunded once Zenner and Ritter received reimbursement from the manufacturer. They informed us we owe that money since we did not pay for routine maintenance. Following completion of service, Zenner and Ritter offered a $400 refund, stating that was all we were entitled to. Zenner and Ritter said we failed to provide regular service. Following multiple complaints from us related to our warranty and the contract which states the vendor would provide regular service, Zenner and Ritter has offered approximately a $700 refund, still leaving us out over $1,000.00. Zenner and Ritter clearly collected $1,700.00+ from us in advance, then decided to essentially charge us over $1,000.00 as a sort of penalty. We would like the complete $1,700.00+ returned to us per our contracted warranty. In an email response to our complaint, Brian Ritter stated that he knows when we purchased the home in 2016, and during the home inspection the AC unit did not function and we received a small rebate at closing, that we somehow received "extra" money. This seems to be an extremely inappropriate statement and position to take. The AC was represented as working. It was not. We received an appropriate rebate at closing to cover repair. After closing, we opted to add additional personal funds and have the AC unit and furnace replaced. Our home purchase and finances are no business of Mr. Ritter to use as justification for failing to honor our warranty.Business Response
Date: 11/10/2022
I apologize for your impression of our services. Prior to filing a complaint you stated you would be responding to the information we provided; a response was never received. In reviewing your file it was explained both in writing and through phone conversations that there would be charges beyond the warranty coverage. These declarations were in advance of the repair being scheduled and completed. The charges relate to the labor, services and material that were beyond the scope of the warranty coverage (including cleaning the system). In addition to the materials and administrative duties necessary to pursue and process your claim our team invested over nine hours of technician time at your home in addition to almost three hours for travel and procuring the necessary materials.Our correspondence referenced the circumstances related to the previous homeowner to provide context regarding the installation and acknowledging that we researched the entire history of your system. After the opportunity to review options you selected a complete new heating and air conditioning system. Directly below the signature line on the proposal you accepted is the statement “in order to maintain all warranties, Manufacturer requires an annual tune-up and safety check.” [This is visible on one of the documents you uploaded.] It does not mandate that the maintenance be performed by Zenner & Ritter but simply that the system be maintained. Every furnace/AC manufacturer has a statement to this end to protect themselves against repairs resulting from lack of maintenance or misuse, we are simply parroting their language. Accordingly, the characterization of using maintenance as a method of ‘extortion’ is a bit egregious and unwarranted. In no way are the charges related to your repairs punitive in nature. The scope of the warranty coverage you received from the manufacturer did was not skewed by the lack of maintenance. If there were concerns regarding the repairs being anything more than zero dollars I’m uncertain as to why you did not express them before authorizing the repair. Again, several different members of our team communicated to you there would be additional charges, including through an invoice signed by you that contains the language “Customer previously advised that manufacturer does not reimburse for work scope other than cost of coil and minor labor credit. Refrigerant, duct modifications, nitrogen, refrigerant oil, travel, condenser cleaning and other misc. materials and actions are not covered by warranty and are chargeable.” There was ample time before the repair was completed for you to pursue the concerns you are now putting forward.I invited you to reach out to me to further discuss any concerns but instead you opted file a complaint with the BBB. Your filing included warranty documents that are contrary to the position you are asserting. Again, the warranty is registered with the manufacturer and not managed by our offices. I regret your interpretation of our efforts to be anything other assisting you in a forthright manner to restore your system to operational status.Respectfully Submitted,Brian RitterCustomer Answer
Date: 11/13/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowThe original Extended Service Agreement Homeowner Contract lists the installing company name as Zenner & Ritter, Inc. The same box includes the wording, " The listed equipment has been installed per published guidelines for ***** brand products, and I will perform service in a manner consistent with ***** service policies. I attest that equipment installed more than 60 days ago has been inspected and is in good working order free and clear of any defects. A signature line titled "Authorized Dealer's Signature" is immediately below the statement. The Contract continues to detail how all parts and labor will be covered for the duration of the warranty period, which we were within.Expressing our concerns with getting our refund directly with Zenner and Ritter was met with less than satisfying responses.Outside of the extended warranty included in our original purchase agreement, the only in-person discussion I had about reimbursement for repair was with the maintenance/installation tech, GREG, who was in the house for the repair. When I expressed my concern and difficulty with paying for all work and repairs up front, GREG assured me it was all covered by the manufacture and I would receive a full refund. Despite my tears and a clear explanation that I did not understand why I had to pay for a warranty covered repair, GREG told me it was the only way Zenner and Ritter would complete the repairs, but assured me I would receive a refund because the repair was covered.Once I was offered a 25 to 30% refund of my $1,700.00 pre-payment and I complained, Zenner and Ritter became very aggressive in their response to me. The circumstances of the decision to purchase a new system are irrelevant, with the exception of the fact I made sure it included a warranty. Zenner and Ritter continue to present that they are owed something extra in performance of the honoring of the warranty.We were never provided any copies of any forms we signed which detailed that we understood we would only be receiving a partial refund.Zenner and Ritter installed the system. Our original contract and warranty was through them. They were called for service. The responding tech represented that the repairs were covered by the warranty, but I had to pay in advance and I would be reimbursed.I had no A/C in July. I was taken advantage of, and then was offered a slight refund. What am I to do? Zenner and Ritter determines whether or not my system works, and they hold my money.The reality is that the Zenner and Ritter tech in my home represented that the warranty covered the repairs. That is why I made it very clear that I did not understand why I had to pay for the repairs in advance. Then Zenner and Ritter kept my money.I would rather avoid resulting to an attorney, as that will only cost both sides money, but at this point, Zenner and Ritter have my $1,700.00 and have only offered a small refund, despite the warranty and what I was originally told by the Zenner and Ritter tech who was in my home.
Regards,
**** *****Business Response
Date: 01/12/2023
Because they had not had any preventative maintenance done on their system (according to ****, March 25th, 2022, 10:27am phone call) the warranty was not valid [maintenance to be done annually, it had not been done in the 6 years they owned the system, by us or another authorized company]. Due to our relationship with the distributor, we were able to get that large portion of the repair cost from them as a gesture of goodwill. The customer paid the invoice of $1,727.22 on 7/21/22. As we previously noted, if they accept the revised estimate we sent on 9/12/22 for $1,076.34, agreeing this resolves the matter, we would issue a check to them of $650.88. If they need, we can re-send the email with the estimate for them to electronically sign.Initial Complaint
Date:08/29/2022
Type:Sales and Advertising IssuesStatus: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 had an appointment for a price quote to install a ******* generator from Zenner & Ritter. I called them based on the attached coupon in a ******* coupon mailer that came to my house. I provided the coupon to Brian (Z&R Employee) which offered the 7 year warranty. I was instructed that the warranty would be valid when we have the "chip" installed that ensured the WIFI was monitoring the system. Chips were on backorder but when one was available it would be sent to me and I should contact Z&R to do the install. The chip arrived in July and I promptly contacted them and then followed up with a phone call to determine the extension of the warranty. I was told I only had 5 years. When I contacted *******, they told me that Zenner & Ritter had no authority to offer this extended warranty. I followed all procedures I was instructed to follow and as of yet have not had a response from either ******* or Z&R giving me the extra 2 year warranty. This is false advertising and both ******* and Z&R should be responsible to provide the extended warranty as per the coupon advertisement.Business Response
Date: 08/30/2022
Hello, Based on investigating the issue with ******* (manufacturer) the matter is now resolved; it appears to have been the result of a processing error. The manufacturer confirmed our submittal of a 7-year warranty registration for the system installed at the client's home. Our offices also contacted Ms. ****** and advised her regarding the resolution; we forwarded documentation supporting the 7 year warranty. Our team is already scheduled for a maintenance inspection next year and looks forward to working together for many years yet to come. Be Well, -Brian Ritter
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