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:05/21/2025

  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.

  Dear Better Business Bureau, I am submitting a formal complaint against Country Suburban Heating, located in New Hartford, NY, due to an extremely serious and potentially life-threatening incident caused by their negligence. In December 2024, I hired Country Suburban Heating to inspect our home’s heating system. A technician came out, spent approximately 15 minutes on-site, and quickly stated that everything was “fine.” There was no thorough check, no testing, and no real explanation. Despite this incredibly brief visit, we were charged over $300. Months later, on May 20th, 2025, our carbon monoxide alarm went off. I called 911, and both the fire department and ******** **** arrived. They discovered dangerously high levels of carbon monoxide leaking from our heating system. We were informed that the situation was extremely hazardous and could have been fatal had we not evacuated. I also want to note that I had called Country Suburban again on May 5th, 2025, out of concern — and once again, they told me nothing was wrong. This wasn’t just poor service. This was gross negligence. Country Suburban Heating had two opportunities to catch a dangerous issue and failed both times. We trusted them to make sure our home was safe — instead, they almost got my family killed. I am requesting that the BBB open an investigation into this company’s practices. They clearly failed to deliver the professional service we paid for and endangered our lives in the process. I am also requesting a full refund for the inspection. Sincerely, ****** ****** **** ********* *** ****** ** ***** ************************* ***** ********

  

  Business Response

  Date: 05/30/2025

  Customer called on 12/27/2024 for a service call that their boiler was leaking water. County Suburban and out Service Tech (Ollie) went to homeowner's house for a water leak. Ollie lowered water pressure- The water drip stopped.  Ollie ran boiler and unit functioned "NORMAL".  Invoice # ***** is -$216.50 with tax?  It's not over $300 dollars.  May 5th- ****** calls Cathy (our service advisor) to talk about possible future work.  May 20th, 2025 ****** calls 911 for carbon monoxide- We don't know what ******** **** found.  Ollie did not see any problems with exhaust issues or gas leaks.  5/20/2025 is five months after Ollie visited her home plus anything can happen in 5 months/or approx. 150 days.  This is a sealed combustion boiler which burns NEAR ZERO Carbon monoxide which will not produce high CO levels.  We have been to ******* house one time 12/27/2025 for approx. 33 minutes.  Not approx. 15 minutes, that's 100% off time frame which the customer is saying.  We went there for water leak only.  We are confused on what Mrs. ****** ****** is saying.  WE have service ticket # ***** to explain the water leak call and GPS vehicle tracking system to prove that we were there 33 minutes (which customer signed.) 

  Customer Answer

  Date: 06/02/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   These people are complete liars and should not be in practice anymore. I have been in contact with many customers that have been served by these people and their lives have been ruined because of it. They are extremely lucky this did not get worse. I will be building a case myself for this to respond to.  Regards, ****** ******

• Initial Complaint

  Date:07/11/2024

  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.

  They came out and serviced our ac unit. Ac unit is R22 and they put in r410a Freon. R410a Freon is for high efficiency and our unit is a low efficiency r22. They came out to evacuate the system but when asked for a guarantee that our compressor would not seize they left and several calls to the owner have not been returned

  

  Business Response

  Date: 07/11/2024

  1. Customer called us for a No A/C Call for a real old A/C system.2. Damien, Country Suburban's Technician found R22 low, so he put R22 Refrigerant in system. Not R410A, it was a typo on his behalf on the bill.3. System is worn out and R22 is phasing out . Customer needs a new system due to age.

  

  Business Response

  Date: 07/22/2024

  We have an appointment with customer on Thursday-July 25,2024 @ 8:30 AM to go over the ac unit again. Tech Will fix any  problems on that date.

  Customer Answer

  Date: 07/25/2024

  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.  Per Kathy, they are coming out to evacuate the ac unit, run nitrogen thru and put in the correct freon at there cost.  We will see if this is what they do when they come out today. Regards, ******* *******

• Initial Complaint

  Date:03/08/2024

  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.

  On Dec.6 we had a furnace installed by country suburban.When they arrived they were suppose to have a furnace and air conditioning unit with them which they said they were only told to install a furnace at which time I showed them my paperwork that said both.At this time they called someone that told them yes it was both so back to the office they went to get the other half.When they returned they started to install the equipment one the furnace the other the air conditioner.It took them all day to install the units.Before they left they said they had to call a service tech the furnace was not running right so away they went no heat.So we received a phone call from the service tech who said he would be there in an hour or so no heat the whole time at which we had are grandsons at the house.So the tech starts changing the vent pipe says it was not hooked up right and the switch was not working and he would have to go back to the office to get one.That took an hour to run there and back at this time he got it working and said he would be back to redo a couple of things that weren’t right.So a day or so later he comes back to fix the couple of things and while on the ladder he spilled purple pvc cleaner all over my back room floor on the front of my brand new furnace,refrigerator,washer,dryer back room wall and tried to clean it up to no avail also took the color off my vinyl tiles.He cleaned it to the best of his ability and left said he would tell his boss and s** what would happen and still to this day the owner will not respond and has not returned any phone calls.Apparently this is how they do business.

  

  Business Response

  Date: 03/12/2024

  1 - We sent our install team to Mr. & Mrs. ***** ****** house to install furnace 1st day of scheduled day of install.2. Home owners wanted A/C done same day so our team went back to shop to get A/C to install same day like customer wanted.3. Our service tech changed PVC intake same day of install. Tech went to s** what we n**ded and went back to shop to get parts our tech was back on job in an hour and installed. This is how service is done we do whatever it takes to get it done. Customer got heat the same day.4. Tech went back to make adjustments and spilled PVC primer on floor / 100% our mistake but done by accident.5. Country suburban sent a general contractor to estimate repairs (*** *******) *** tried to make an appointment with the customer to make repairs and customer told *** we are all set. Customer refused to let us make repairs due to PVC Primer.

  Customer Answer

  Date: 03/28/2024

  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. Regards, ***** ****** On 3/27/2024 Nick from country suburban called on the phone to say that he would be at my home in 15 minutes to bring the front two panels of my furnace and Aair conditioning cover,which he did.He was looking the pipes and ask me what happened to this pipe that he said was the outside air exhaust which I said “that I’m not sure never saw it”.I stated “ shouldn’t that be hooked up” he said “yes but it doesn’t have to it won’t hurt anything but I will do it but I have to go back to the shop to get parts.”So away he went and came back with pipes all put together but it did not fit wrong measurements.So he continues trying to repair and take apart the pipe and turn the furnace on and off as if something was wrong.He was here for quite awhile trying to do whatever he was doing.He called me out to explain to me what was going on and said he had a few jobs scheduled for today and that he would return or someone else would  be there to finish.But just like before no one came back or called to say they wouldn’t be there today maybe tomorrow or someday.Also Harry G** did not come out himself as he stated and what is sorry doing to fix my furnace and finish the job.NOTHING IT IS STILL THE SAME WAY AND BUSINESS.It will never change and never going to to.

  

  Business Response

  Date: 04/11/2024

  Our Technician, Nicholas went to customer's home on April 2,2024 and fixed everything that the customer had requested. Harry will be reaching out to the customer to make arrangement to go to customer's home with Nicholas to double check the HVAC job. 

• Initial Complaint

  Date:01/11/2024

  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.

  My furnance was replaced in 2009. It has a 15 year warranty. They are not repairing the problem. They have come to home twice. Took photes of the problem. I have twice scheduled a repair date. Twice no show. No call. I have gone to the bussiness several times to complain, every time the employee acts like it's my first time there. It's going on 2 months now. No one else will do the repairs. They only repair their work, not someone elses. 

  

  Business Response

  Date: 01/24/2024

  #1. Boiler is 15 years old and ******** Warranty covers only the heat exchanger. The heat exchanger is good.  #2. The PVC exhaust pipe has a leak on it and that has a One Year Warranty, in which it was out of warranty 14 years ago. The PVC rusted the steel cabinet and home owner wants a new panel. It is not under warranty and may not be available for replacement.  #3. Boiler works Great, just 15 year old cabinet panel is rusted and its out of warranty 14 years ago. #4. We can try to order a new panel @ customers expense, if available.  

  Customer Answer

  Date: 01/25/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Regards,  ****** *********** The unit has a 15 year warranty. It's 14 years old. If any parts are not covered by the warranty that's fine. My problem with Country Suburban is NO SHOW! I have made appointments to repair the unit and NO SHOW! When I contact them they act like they never heard of me. I will have someone else fix the unit. I would like you and everyone out there to know they are not repairing the units they install. 

  

  Business Response

  Date: 02/12/2024

  #1. Boiler is 15 years old and ******** Warranty covers only the heat exchanger. The heat exchanger is good.  #2. The PVC exhaust pipe has a leak on it and that has a One Year Warranty, in which it was out of warranty 14 years ago. The PVC rusted the steel cabinet and home owner wants a new panel. It is not under warranty and may not be available for replacement.  #3. Boiler works Great, just 15 year old cabinet panel is rusted and its out of warranty 14 years ago. #4. We can try to order a new panel @ customers expense, if available.  

• Initial Complaint

  Date:01/05/2024

  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.

  Country Suburban installed a split level air conditioning and heating system ay my house prior to purchase. They installed in January 2023. In September 2023 I did not have any heat. All units are under warranty. It is January 5, 2024 and I still do not have working heat with the units. My house is very cold and this situation has presented a health and safety issue. I have called the Country Suburban office countless times and if I speak with a human being, I am promised that information will be provided to me. I have never had a call back. I also have never had a follow up of any kind after any of the service calls for repair until today, when in the mail I received the attached "trouble call log." It includes very little information and does not depict a lot of real work occurring in four months to address the problem with the units. In order to get any response from them I have been getting on their website and filling in my issue / question in the new customer "get a quote" section. They are not taking me seriously, with the exception of Jessica. The reality is that they did a haphazard job of installing the units in January 2023, and they are faulty and fully under warranty. Country Suburban (I believe) does not wish to fix their shoddy work that have a legal obligation to repair / complete. I am not sure if taking legal action is necessary. I just need working heat and they are responsible for fixing their broken and inadequate work.

  

  Business Response

  Date: 01/08/2024

  1. We installed the HVAC heat pump system at ****** ******* house 2-24-2021 just to clear up the air on timeframe. That's to the original owner. 2. Mr. ******* had a 1 year labor warranty and manufacturer parts warranty. Since house was sold the factory manufacturer warranty is reduced per their guidelines, since its been installed for 3 years there is no labor warranty.  3. Since this unit has been out of warranty for labor we have an outstanding balance with labor. We just want to make sure customer is clear on this and customer is not surprised. We can schedule a service call for the repairs ASAP.  Thank you, Country Suburban 

• Initial Complaint

  Date:07/24/2023

  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 had a complete central air condition system, including duct work, installed in August of 2019 by Country Suburban Heating and Air Conditioning of Utica NY. It has not worked properly since day one. I have contacted the dealer so many times about it that I have lost count. They are by far the worst people to do business with that I have ever run into in my life. They are totally unreliable. I can tell you that almost every time they say whey will be at my house they don’t show up and don’t even have the decency to call and say they won’t be there. They lie to your face. When they do show up they give all kinds of reasons why the system doesn’t work. They try changing this, then they change that. On a recent service call the technician said the guy who was there before him had put too much refrigerant into the system so he had to remove some of it and that would solve the problem. It didn’t. Three days later another guy showed up and said there wasn’t enough refrigerant in the system and that would solve the problem when he adjusted it. It didn’t. He then said there was a dryer or something that needed to be replaced and that would solve the problem 100% guaranteed. It didn’t. This is just one example of the run-around that I’ve been getting. The guy was supposed to be back the next day but never showed up. I have contacted ******, the manufacturer, numerous times but the only guidance they have give was for me to “get a second opinion”. Today I tried to do that. The dealer that ****** suggested said he has had so many complaints about Country Suburban, and seen their work, that he refuses to work on anything that they have been involved with. I tried a different, independent, technician. When he heard that Country Suburban installed the system he chuckled and said “there’s your problem. Bottom line; the system does not cool my house. I want it either removed and my money refunded, or have it made to cool my house like anyone else’s.

  

  Business Response

  Date: 07/25/2023

  Tom S****** (Service Manager) & Kyle G** (Owners Son) scheduled appointment with Mr. ********* on July, 25, 2023 to provide service and make any adjustments needed.  

  Customer Answer

  Date: 07/26/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I can not accept the response from the business until the corrections are made to make my air conditioner work properly. They have sent a crew to redo the duct work that was installed by their employees. This crew admitted that the work that was done was very shoddy. They claim that what they are doing will cure the problem. We'll see.   Regards, ******* ********* 

  Customer Answer

  Date: 07/28/2023

  The company did send a repair crew.  They have been here for two days and are still not done. We won't know if the air conditioner cools the house like it supposed to until they have completed their work. They had to totally redo the duct work because the original was installed so poorly. 

  Customer Answer

  Date: 08/10/2023

   The complaint will not be resolved until the duct work is sealed properly with mastic and AC unit that was installed 2 years ago, cools the house at least 10 degrees in 3 hours when the ambient temperature is 85 degrees.   Please provide the date and time that you will be here next to resolve these problems.   

  

  Business Response

  Date: 08/11/2023

  We will have Tom there Wednesday morning. 8 /16/2023

  Customer Answer

  Date: 08/11/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   This complaint will not be resolved by merely saying Tom will be here next Wednesday. It will not be resolved until all joints in the leaking duct work are sealed with mastic cement and the air conditioning system cools the house by at least 10 degrees in 3 hours starting at an ambient temperature of at least 85 Degrees F. Regards, ******* *********

  

  Business Response

  Date: 08/14/2023

  We will have a ****** representative there Wednesday and tom will seal the ductwork.  Thank You, Country Suburban 

  Customer Answer

  Date: 08/15/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  This complaint will not be resolved by merely saying Tom will be here next Wednesday. It will not be resolved until all joints in the leaking duct work are sealed with mastic cement and the air conditioning system cools the house by at least 10 degrees in 3 hours starting at an ambient temperature of at least 85 Degrees F. Regards,  ******* *********

  

  Business Response

  Date: 08/17/2023

  On Wednesday 8/16/2023 upon arrival Country Suburban's Manager Tom S****** & ****** Rep. Mike W***** found the mechanicals & Installation was designed correctly. The only thing that is requested to be completed is some silver tape and insulation around duct seams. 

  Customer Answer

  Date: 08/18/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Just having the representative come does not resolve the problem. As I have said before, the problem will not be considered resolved until all leaks in the duct work are PROPERLY sealed with mastic, nut just "aluminum tape", and the system cools the house at least 10 degrees in three hours with an ambient temperature of 85 degrees. This is a well established metric for performance of an air conditioning system.  Regards,  ******* *********

  

  Business Response

  Date: 09/08/2023

  The business relayed the following to BBB: We redid everything.  Last week we had 2 guys out there everyday Monday - Friday working for this customer.  Then this week on Tuesday, after the holiday on Monday, we sent 4 of our guys there to finish up the job.  ****** determined that there is nothing wrong with the unit but as a courtesy we redid and replaced all of the duct work and everything for this customer.  

  Customer Answer

  Date: 09/13/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   The statement “as a courtesy we redid and replaced all the duct work and everything for this customer” is not only ridiculous and inaccurate, it’s laughable. The duct work is the only thing replaced. That had to be done after their workers did such a poor job of installing it the previous two times that they worked on it. That isn’t a courtesy, it’s a necessity. A courtesy would have been to do it right the first time. It also would be courteous to show up when they’re supposed to instead of two hours late. It’s also courteous to send competent workers who could do the job correctly instead of untrained youth with little or no training or experience.  Courtesy also means not lying. There were never four guys working on this mess. Some of the time two guys would show up mid day but only one of them would work in the attic. The other was working on the company truck in my driveway. It’s also courteous and common practice, for the owner of a company to talk with customers that are having quality issues. The owner of Country Suburban, Harry G**, refuses to do so. The ****** representative determined that the unit was functioning correctly mechanically but pointed out some component that was supposed to be installed in a different location. That still has not been done. He did agree that there is something wrong with the installation to make it operate so poorly. This complaint will not be resolved until we know that the air conditioning system will cool the house when it’s hot out. That likely won’t be until next summer. They have dragged this fiasco out so long that we spent another year with no air conditioning.   Regards,  ******* *********

• Initial Complaint

  Date:07/03/2023

  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.

  Two outdoor units with 8 indoor air handlers were installed in October of 2021 for ($20k). county suburban had quoted visited and installed everything within one week. Then they got their money and we haven't gotten help since. Nine months after install we notified country suburban that two of our air makeup units were leaking water and one of them has an intrusive fan scratching noise. Initially things seemed normal we set an appointment and a tech showed up. Only this tech was not knowledgeable about the units that were installed nor reassembled the units properly after admitting he didn't know what the problem was and then he removed one of the mounting screws holding it to the wall. (why?) after that we have been calling endlessly only to have them set appointments that they never show up to. Four separate dates where time was taken out of the day to wait for a company to stand us up. Fast forward to June 2023 and now I have two mini splits that Leak, one mini split sounds like nails on a chalk board and one mini split that's frozen in default mode (76 degrees).. To conclude I paid this company $20,000 and within two years half of what they installed isn't working. I managed to contact the owner directly only to be told the same thing. Someone will be there on this day at this time and same results noone ever shows. This company jumps at the opportunity for fresh blood and money but refuses to hold up their duties of support and warranty. They are now putting me in a position to NEED to contact a different company paying even more in labor fees just to have things work as they should of from the start.. Someone needs to hold this company responsible as they are taking advantage of everyone they can. Simply look at their ****** review, the real customers would give 0 stars of they could and all have very similar testimonies, and the reviews they paid for are obvious to an even untrained eye.

  

  Business Response

  Date: 07/05/2023

  Tom S******, Service Manager is going to contact Mr. ***** and take care of service issues.  Thank you, Country Suburban 

  Customer Answer

  Date: 07/05/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  the biggest issue with this company is saying their coming, AND THEY NEVER DO. so to know they are just saying the same thing to the BBB, they don't really care what their customers say and their just trying to silence the BBB and keep their pockets full and doors open  the BBB better do more than just send emails they have had 8 companies in less than 12 months clearly they are abusing their power and think nothing of the BBB..  Regards,  ****** *****

  

  Business Response

  Date: 07/06/2023

  We will have our service tech tom there today. 

  Customer Answer

  Date: 07/11/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Once again country suburban over promised and under delivered. The owners son Harry G** *** told me on Friday 7/7/23 that he would order the parts needed to fix my units and they would be in by 7/11/23. Well 7/11/23 has come and passes and i never received a call.  Regards,  ****** *****  

  

  Business Response

  Date: 07/13/2023

  Part was ordered unfortunately the factory sent the wrong part. Part Scheduled to come in for Monday or Tuesday for a technician to install. Please note Because of possible shipping delays the part may come in after scheduled date. Thank You, Country Suburban

  Customer Answer

  Date: 07/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Once again technician came to the house only to leave and tell me they need another part.  Sending bodies and taking my time is very different that fixing problems. Regards,  ****** *****

  

  Business Response

  Date: 07/21/2023

  We are currently waiting for parts from ****** to arrive so we can put them in which only had 1 year labor warranty thru ***** but Country Suburban is doing at No Charge. 

• Initial Complaint

  Date:06/01/2023

  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.

  In March of 2021 we had the owner of the company come and sell us on an air conditioning unit. $13,000 this roughly cost us to put in. He assured us someone would be there the week after installation to make sure everything was all set. Nobody ever came. Since March of 2021 - we have had to call this company 4 times to come back and “fix” the unit. It would blow out air, that wasn’t extremely cold. Each time, refrigerant was added. 2 weeks ago, the issue happened and dye was put in to find a leak. Someone assured us they would come back to look at it last week, and never did. I called again tonight as it was doing the same thing, which means the refrigerant that was just added is probably gone. I’ve requested multiple call backs from the owner in regards to these issues and never have I received a call back to express the complete frustration that I have experienced with this - on top of being charged for a service call when we shouldn’t have been. This business knows how to make you feel like you are getting a good deal - but they don’t back the product and have absolutely horrible customer service when issues arise. I’m fed up with getting the run around constantly and just want what is under warranty to be fixed and done with at this point so I never have to deal with them again! Harry G is a scammer who shouldn’t be in business any longer with the way he conducts business! I guarantee this is the only way I can actually get a response back from him after requesting multiple calls to his staff, and his personal cell phone!

  

  Business Response

  Date: 06/02/2023

  Our service tech tom will be there today to resolve this issue.

  

  Business Response

  Date: 06/16/2023

  The business told BBB that they were going out on Thursday 6/15/23 to take care of this matter.

  Customer Answer

  Date: 06/19/2023

  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. 
  
  Regards,
  
  ***** ******
  
  
  
  
  

• Initial Complaint

  Date:05/25/2023

  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.

  Had central air installed in 2020, had to have them back twice that year then again in 2021, and 2022. Once again this year (2023) went to use A/C and it wouldn't turn on. Called at 5:30pm on Tuesday the 23rd. No call, no show. Sent email, got response from Lisa. Was told they would definitely call in morning. Nothing. I sent another email finally saying I will hire another hvac contractor to come tell me what is wrong and how much to fix and that I would see them in court. Every technician they sent stated the install was done wrong and needed to be fixed and they would let Harry know.

  

  Business Response

  Date: 05/25/2023

  Manager Kyle G** called ***** this morning to set up our technician to come tomorrow afternoon.

• Initial Complaint

  Date:05/24/2023

  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 signed a contract including installation and warranty coverage for services from Country Suburban in 2018. The company facilitated an equipment installation for Heating, Cooling, and Plumbing on a new house build, as well as 5 and 10 year warranty services on all work. I have been confronted with issue, after issue, since day one. There is no part of the work that was completed by Country Suburban that hasn’t had some problem. Nearly 5 years later, I still sit unable to justify signing a certificate of substantial completion on their work. I am still having issues that continue to be unresolved. At this point, the contractor is non-responsive, even though I have already pre-paid for 5 and 10 years of warranty service. I have nearly $80,000 paid to them in materials and labor and work from this company, and they continue to fail, again, and again. I’ve now been forced to contact the manufacturer of the current failed products and try to go the warranty route alone as a homeowner. I have since found out that Country Suburban has never contacted the manufacturer, with the exception of one instance. They have been on site for repair/warranty work no less than 50 times in the last nearly 5 years. I have a boiler that is down, is a lemon, has been failing since day one of installation. They’ve never engaged the manufacturer (*****) on the matter. I was repeatedly told that ***** was the gap of why it hasn’t been able to be replaced under warranty. I’ve since discovered they’ve never engaged *****. At this point I believe it’s warranted that I be reimbursed for a significant portion of the warranty work that I paid for up front, given that, at least for the next 5 years, I won’t be getting any of that service work from the organization. Unfortunately, due to the non-responsive nature of the company, repeated no call/no shows, my next step is legal action to recover some of the losses to help cover the costs of fixing the work they’ve never completed.

  

  Business Response

  Date: 05/26/2023

  1.     Country Suburban installed a high quality ***** Geothermal and Boiler system – “***** which is the Company who built the Boiler and Geothermal Unit, NOT Country Suburban”. “***** Built Units”. ***** Built units. The Mini Splits were built by Company “****** **********”. Please Do Not Blame Country Suburban for units we did not build. We call manufacturers for warranties and service assistance. The manufacturer decides if it’s warranty OR to be replaced. 2.     New York State NYSERDA National Grid Representative did a Geothermal Audit of Mr. & Mrs. ***** ******** HVAC System with our Service Manager Employee - Thomas S******, plus Dan P**** from **** **** Company (Our ***** Product Representative) AND NYS National Grip Auditor. The System was Passed by NYS Inspection with Green Light. Does this say enough AAA Job. 3.     Country Suburban always provided service for Mr. & Mrs. ***** ****** – 24/7 Day & Night. 4.     Country Suburban’s Service Manager – Thomas S****** did a lot of FREE work for Mr. & Mrs. ***** ****** to make them happy. 5.     Country Suburban is charging Mr. & Mrs. ****** for all his maintenance that need to be done. Several times the No Heat/No Hot Water was because the lack of maintenance. 6.     Sara C***, Assistant Service Manager, tried setting up appointment for ***** to got to Mr. & Mrs. ***** ******** home this week but the ***** Representative is on Vacation. Mr. ****** blew up and sent abrupt letter to BBB blaming Country Suburban.  ***** built the units and their Rep is on Vacation, which is not Country Suburban’s fault but Mr. ****** put bad review towards company, whom did Not build the units. Can’t always blame the installation company when it’s in the product, we did not build. We can’t make the ***** Rep. come back from vacation. We don’t have that kind of power. 7.     Country Suburban will contact ***** and set up a meeting ASAP. Plus, for immediate services will be there @ anytime Day OR Night.   

  Customer Answer

  Date: 05/30/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID 20100874, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I took the response from Country Suburban and responded to each of their bullet points individually.  I also attached a copy.All responses by **** ****** below are prefixed with *** and terminated with END ***1Country Suburban installed a high quality ***** Geothermal and Boiler system – “***** which is the Company who built the Boiler and Geothermal Unit, NOT Country Suburban”. “***** Built Units”. ***** Built units. The Mini Splits were built by Company “****** **********”. Please Do Not Blame Country Suburban for units we did not build. We call manufacturers for warranties and service assistance. The manufacturer decides if it’s warranty OR to be replaced. *** – No disagreement on who built the products.  On the contrary regarding calling the manufacturer, the specific unit in question has been down numerous times over the past 4.5 years.  Agreed that Country Suburban told me they were calling the manufacturer.  However, after I finally contacted ***** directly as the customer and provided my serial number of the unit, I learned that ***** had never received any calls on this particular unit.  After learning this is when I decided it was going to be in my best interest to figure out a viable solution to get this unit replaced and leaning on Country Suburban to do that, as I had over the past 4.5 years, hasn’t worked out.  END *** 2New York State NYSERDA National Grid Representative did a Geothermal Audit of Mr. & Mrs. ***** ******** HVAC System with our Service Manager Employee - Thomas S******, plus Dan P**** from **** **** Company (Our ***** Product Representative) AND NYS National Grip Auditor. The System was Passed by NYS Inspection with Green Light. Does this say enough AAA Job.  *** – NYSERDA only provided an audit on the geothermal implementation.  The unit in question that I am complaining about has nothing to do with the geothermal system or implementation.  This boiler is the issue that is failing and the geothermal component of my system is inconsequential to this issue.  However, if necessary, and I wouldn’t suggest it would be beneficial for Country Suburban, we can absolutely expand the scope of this to all of the issues of craftsmanship, failed units, leaks, damage to walls due to leaks, the list is long…  For now, I’d like to stick to the failed unit.  In due time, we will likely end up expanding the scope.  END *** 3Country Suburban always provided service for Mr. & Mrs. ***** ****** – 24/7 Day & Night. *** – Statement 3. is inaccurate.  Yes, Country Suburban has had to come back to fix broken units, poor craftsmanship, incorrect implementation, etc…, more than I’d ever want to have to count in 4.5 years.  However, the statement of “always provided service 24/7 day & night” is false.  I’ve never had a service call during the night.  I’ve have more no call/no show instances occur than I’ve actually had service calls arrived. END *** 4Country Suburban’s Service Manager – Thomas S****** did a lot of FREE work for Mr. & Mrs. ***** ****** to make them happy. *** – Statement 4. is inaccurate.  No employee from Country Suburban has done any free work.  If you look at the amount of money spent on my contracts with Country Suburban, I’ll legally argue that I bought and paid for a parts and labor warranty for 5/10 years.  Nothing has been free.  It was already bought and paid for.  Unfortunately, I won’t have an opportunity to utilize any of that warranty because Country Suburban has left me with so much down time, failed units, poor craftsmanship, inconvenience that is unimaginable from a contractor, that I have no other choice at this point, but to take these measures and find alternative contractors to fix their mistakes. END *** 5Country Suburban is charging Mr. & Mrs. ****** for all his maintenance that need to be done. Several times the No Heat/No Hot Water was because the lack of maintenance. *** – As I had previously mentioned, this unit in question has been failing since day 1 of installation.  It has never been in service for a period of time in which I would sign off and say that the installation was ever “complete”.  In my world, it would be a sign off with a certificate of substantial completion, and there’s no way that would or could have ever happened because it’s never properly functioned for a length of time to substantially say it is “complete”.  Further, when Country Suburban suggests “lack of maintenance”, what maintenance.  They are the contractor that I have hired to do everything.  If maintenance should have been done, they would have been the ones to do it.  Again, in the spirit of keeping this scope to this single unit alone, refer to the aforementioned “never completed” statement.  However, when the time is right and this scope does expand, we will certainly discuss the lack of transition of “substantial completion” to the end customer responsibility, maintenance schedules, manuals, etc…, as I still stand firm that we have yet to reach a point of substantial completion, even though I have paid my end of the contract in full for over 3.5 years.  END *** 6Sara C***, Assistant Service Manager, tried setting up appointment for ***** to got to Mr. & Mrs. ***** ******** home this week but the ***** Representative is on Vacation. Mr. ****** blew up and sent abrupt letter to BBB blaming Country Suburban.  ***** built the units and their Rep is on Vacation, which is not Country Suburban’s fault but Mr. ****** put bad review towards company, whom did Not build the units. Can’t always blame the installation company when it’s in the product, we did not build. We can’t make the ***** Rep. come back from vacation. We don’t have that kind of power. *** – Statement 6 is inaccurate.  My unit has been down since mid/end April 2023.  I reached out for service.  I received no call back with 3 attempts of calling in, which carried us into early May.  I finally was able to get a time set up.  The tech no call/no showed.  Another time was set up.  The tech no call/no showed again.  Again, as previously mentioned, the pervasive nature of no call/no show with this company is so profound that I just can’t take it any longer.  At this point, the unit had been down for nearly a month.  I contacted ***** directly.  I learned that Country Suburban had never called ***** about this unit that had been failing for 4.5 years and that’s when I decided taking the formal route was going to be the only route to a viable solution.  END *** 7Country Suburban will contact ***** and set up a meeting ASAP. Plus, for immediate services will be there @ anytime Day OR Night. *** – Statement 7 is flat out false.  If this statement were true, we would not be in this predicament.  I would have loved for Country Suburban to live up to their end of the contract.  They have failed to do so.  After multiple communications with *****, and learning all that I have learned of Country Suburban’s failure to perform duties, I have notified Country Suburban that they have been fired.  This communication was sent via text directly to the owner, Harry Gee.  It was also sent via email provided on the company website.  It was also sent to the most recent tech’s cell phone number just in case someone may have inadvertently scheduled him to come out to my property.  A copy of that text sent is below. Due to Country Suburban’s repeated poor performance, poor craftsmanship, failure to execute, inability to respond, and the last 4.5 years that I’ve continuously suffered as a customer in this business relationship, I can no longer sit idle. This is where our relationship ends. Your organization is no longer welcome on my property, and future presence will be met with police intervention and trespass charges. Any further correspondence will be done legally and/or through formal means.  Your organization is fired as of this date, May 25 2023. END ***  Regards,  **** ******

  

  Business Response

  Date: 06/09/2023

  Country Suburban will contact ***** & the Wholesaler to make appointment to check system over.