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Business Profile

Heating and Air Conditioning

Richie Brothers Heating & Air
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:10/23/2023

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Oct 3, 2023 gave them $2475 as deposit on for new water heater. On Oct. 4 paid adjusted $1825 balance which I never should have done. Water heater sits in spot where water table rises after heavy rainfall. This is second one they put in - 2021 was previous. That one was $4700. They said they would help me quickly because I was such a good, long, and loyal customer. NO mention of the upcharges they would charge, They knew there were better options for my space. Never informed me. Heater model sells retail for under $900 on line. Figure $100 tops for a replacement permit and that leaves $3300 for two men (***** he said he sent three) for two hours work. Another master plumber said he would have charged me $2500 and still would have made $1000. So not only did they ***** but, in putting in the same type of heater they insured they would probably be installing another new one in under two years.

    Business Response

    Date: 11/21/2023

    To whom it may concern,

     

    I am writing on behalf of Richie Brothers Heating and Air regarding a claim that was submitted by ***************************. I am emailing you to let you know that the situation was rectified. *************************** contacted us saying that we overpriced her for the hot water heater installed. Us as a company drove all over that day locating the hot water heater tank for her, the day of the flood, to make sure she was able to get hot water back. Shortly after we received a letter from ***** stating her complain with us as a company. We responded back with the letter, as she then requested itemized billing. An Itemized bill was sent from Riche Brothers but she then requested a new itemized bill with corrections. Once the itemized bill was sent to *************************** she ACCEPTED the itemized bill and said this is acceptable. The itemized bill has correction on it as well as a Refund in the amount of $540.08.

     

    I myself, manager, delivered her the check personally as well as the itemized bill with the refund amount showing for signature and *************************** refused to sign. *************************** agreed to the check and took the check. Our company Richie Brothers rectified the situation with ****************************

     

    Please contact me, via email, or phone at ************ with any questions regarding this matter.

     

    Thank you

    *********************************

Richie Brothers Heating & Air is BBB Accredited.

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