ComplaintsforWolfer's Home Services

• Initial Complaint

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a furnace from ******** with installation from ******** about 3 years ago. This also included a central air conditioner. Since the furnace was put in it has not worked consistently. It will show on the thermostat that it is trying to go on but not kick in to deliver heat. I have had ******** out to my house multiple time to fix the problem. At one point their rookie tech tried to sell me a new thermostat for about $1000 saying it was the problem. No, it is not the problem and I did not do this. It is a switch or something like this inside the unit. The thermostat shows it is trying to deliver heat but the blower never goes on. I am getting lip service now and it is still under warranty. I want a new one installed. They will come out and then give me hogwash about it and never fix it. This has been going on now for about 2 years. I am tired of the furnace not working and not being reliable and it is new. And, this problem has been going on for way too long. ******** is not abiding by the warranty. Another problem is that the condensation pipes have leaked and my ceiling has water damage. They came out to look at this and said it was my solar tube. It is not the solar tube and this also needs to be fixed.

  

  Business response

  01/15/2024

  Thank you for reaching out.  I have reviewed the history on your account and we are willing to reengage with you on this matter.  Typically there is no switch inside a furnace that would cause a an intermittent problem, though we will have a technician reevaluate the full setup of the furnace.  If the thermostat is the issue, we will work to resolve that for you as well.  Last year we did pay a third party contractor to come and evaluate the cause of the leak, and we could not reproduce any form of condensate leak at the time, however the appeared to be obvious signs of leaking with the solar tube.  We will reevaluate this issue as well, and if there is condensate leakage it should be fairly easy to ***********'s location and determine what the fix needs to be going forward. Expect our team to reach out to you on 1/16/24 to schedule the site visit.  Thank you.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our ductless heat pumps have leaked water, they drop ice from the main head when attempting to use for A/C. They do not work for heat at all. The outdoor unit is constantly icing over. We have asked them to check for a leak in the antifreeze, Which they would not do, unless we paid them to repair the other issues that were issues from their installation 3 years ago. (More info below) The main heads present different error codes and its constantly having to defrost. We had someone from wolfers come out on Nov 7th 23 to see what was happening. The reason that the heads have been leaking water is because the pumps are no longer working and it was discovered that the drain line, when they installed it, was pinched so tight in two places that the line could not release the water. This caused the pumps to burn out and for water to leak out running down walls. They had to replace the pumps 2 years ago because of water drainage issues then. Which now we know was also due to the pinched drain lines. The person acknowledged that those were installed incorrectly but then gave us a quote of around $2500 to fix it all. Because this was installed so poorly I have been trying to contact a manager for the past 6 weeks. No one will call me back. I have tried to get in touch with 3 different managers there and all of them are avoiding my calls. We have not been able to use our ductless for AC or for heat and we live in the Pacific Northwest. I would not recommend anyone use this company. And I would like for them to come and repair the system that they installed incorrectly which has now lead to big problems. I do not plan to pay them for any of these repairs.

  Customer response

  12/29/2023

  They have contacted me and are currently in the process of seeing what they can do. Original complaint can be removed. 

  

  Business response

  12/29/2023

  Thank you for bringing this to our attention.  Prior to this complaint being filed, we had already scheduled with you to have our HVAC service field manager on site (at no charge) to provide an additional opinion as well as work to create a great resolution for any issues that are here.  My understanding is that you had another company come out and do work on the system, and our original technician who visited your home in November appeared concerned that some of the disassembled/damaged nature of the equipment could have been tied to them as we know that we did not cause those issues.  However, with our field manager on site, he is fully empowered to resolve any and all issues that he believes has any possibility of being created by any errors in the install process.  We will always make sure to own any issues that could have been caused by an installer.  Thankfully these issues are exceptionally rare, but we do not feel that you should have to bear the burden if those issues are present.  Count on our Manager, ************** to take care of things the right way.  Thank you!

  Customer response

  12/29/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A furnace was removed from our house so the downstairs is unable to be heated except for a mini-split. When it gets too cold the mini-split turns off and goes into "Defrost mode" making it a non-viable solution to heat the lower level of the house. When they designed the replacement system, they forgot to take into account the total square footage of the first floor. The system they installed does not force air to the lower level floor vents. The mini-split was only installed to provide Air Conditioning to the first floor, as the previous system and replacement system were not designed to cool the lower level. The mini-split was NOT installed as heating solution, as the replacement furnace was supposed to force air through ALL floor vents- upper and lower levels.

  

  Business response

  11/27/2023

  Thank you for your follow up on this item.  Our team is currently in the middle of working with the landlord/homeowner to resolve the challenge here.  We have delivered space heaters to take care of the tenants, and are actively working towards a solution that will bring reliable heating to the space.  Please note that defrost is a common function of all mini split heat pump units, and typically is a mode that is engaged for just a few moments before returning to normal heating function.  Our systems work at full capacity to temperatures well below the lowest common temperatures achieved in ******** and *************************, and we are confident that we will be able to help out to ensure that the existing system provides reliable heat for the tenants, as well as work on a revised strategy to additionally provide heat to the spaces that we were not allowed to access during our original visit(s).  Our service manager, *************************, is fully empowered to ensure that we create a great resolution for this situation.  

   

  Kind Regards,

  Tim 

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called wolfers to come check on a pipe that looked oily to me. I knew the ******************************** heater hasn't been serviced in a long time but we haven't had any issues with it since purchasing our home in Spring 2019. Again, the only concern I had was about a pipe hanging off the furnace that was a little oiler and dirty than I remember it being when we first bought it. I had my husband call Wolfers because that's the company the previous owners used to service the machines. The first red flag was when the technician showed up late & didn't communicate that he would be late. After he showed up, I didn't receive a call about the work the needed to be done after he did the "inspection". He went ahead & started working on the "issue" that he didn't run by us. My husband normally will give me a call after he consults with any technician so that we are ALL (me, my husband, & the technician(s)) on the same page about the repairs & the price. Midway through the "repairs" he realized he didn't have the cables he needed but said that he would be coming back first thing in the morning to finish up the repairs. Again on day two, he showed up late & STILL the original issue that we called about was not addressed. Just like on day one, there was little to no communication about what was going on. After the technician left, he failed to put the cover plate on the water heater back on (again that's not what we called about). Since the technician worked on our equipment, our house has been COLD! I woke up this morning around 4:30 am & the temp read 63 degrees F. So I turned it up. Our ************************** unit sounded like it wanted to turn on. I heard the start of the rumbling like it wanted to start but it ultimately never did. I had to leave for work so I tried turning it up a little more & changed the setting the HEAT with a permanent hold to make sure it wouldnt go down. When I got home, the temp read 60 degrees! It got colder. I'm so upset. I have a child & pet. We are SOOO cold.

  

  Business response

  11/06/2023

  100% Refund has been issued.  Thank you!

  Customer response

  11/06/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last summer we purchased a brand new central air and heating unit from this company. On august 5th this year it quit working. My wife called and they sent a tech out on Monday the 7th of august. A part was order. I expressed concern as looking ahead there was a heat wave coming triple digit temps were forecast. The tech assured me the unit would still cool and we would be ok through the weekend. He was wrong. It still doesnt work. My wife called Monday the 14th as soon as they were open and was told they would be here by 9:30 am. Its noon and they still arent here. Wolfers does not live up to their commitments. I called them and they are saying they can be here until tomorrow. I took off work to be here for them today. Now I will have to take off tomorrow.

  

  Business response

  08/15/2023

  Thank you for your follow up. 

   

  It should be noted in this case that we were called on a Friday and were able to have ************** on site the immediately following Monday as we place a high priority on our install customers.  You have made an investment in us and we work hard to honor that investment by taking care of you if there are any issues.  We diagnosed a faulty part which was not immediately available.  This was a manufacturer defect and we did not cause this problem.  There was approximately a 1 week delay in getting this part, (often these parts have been extremely difficult to acquire, with very long wait times due to a significant short supply nationwide as a result of the abnormally hot summer that the US is experiencing).  We placed extra resources into getting the parts expedited, and though the system is outside of labor warranty we have committed to simply eating the cost (approx $2,300) of this repair in order to take care of your system for you.  It should also be noted that this particular repair takes additional specialized skills above and beyond a simple part swap as the manufacturer has determined that the best fix is to completely replace a major installed component with one that is larger than the original, and requires significant adjustment to ensure that it is being installed correctly.

   

  I must express my apologies as there were two miscommunications that we need to own with this transaction.  Initially the technician shared with you that he felt like the system may be able to continue limited operation through the weekend (it did not) and it appears that the message that you heard was that he was guaranteeing the system would work throughout the weekend.  Again, please accept our sincere apologies, a system with a failed part that is still working in any capacity is extremely unpredictable, and perhaps we could have phrased our communication differently to have set a more appropriate expectation.  Additionally, though we received the part and we had you slated to receive a call early Monday to schedule an immediate repair, you did reach out to our team early on Monday morning and one of our call center reps ******* a note in the system and mistakenly replied that we were going to be at your home that day @ 9:30am(the mistake was made because your appointment was put in a holding space on our dispatch board until our dispatch team reached you to schedule, and that holding space happened to be 9:30pm which is where the call center rep made her error).  We have worked with this rep, and she understands the error that she made and we do not expect that type of miscommunication to happen again.  She is a good teammate and though she is new, she is learning fast.  She is quite mortified that her miscommunication has triggered a response to the degree that you have chosen to respond, and she asked that we express her personal apology to you as well.  Your request for satisfaction of the BBB complaint is that we finish the work, and we will absolutely do so.  Prior to your complaint, we already had scheduled with you that our technicians would be on site today to do the work.  They are currently on site doing the work as I write this response.  Wolfer's Home Services has been the standard in customer service for a century, and you can count on us to ensure that this issue is resolved.  

   

  Thank you,

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

  General Manager, Wolfer's Home Services

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of original service 8/10/2017 2 gas furnaces 2 air conditioners 2 coils 2 thermostats We had an annual service of the units for 3 years until CoVid hit and wolfers closed. We had our units serviced by area heating on May 1 to learn one air conditioning unit fan/ pump needed to be replaced and the other unit was installed poorly with welding of pipes leaking and needed to be repaired. Area heating predicted the fan/pump would be under warranty. When they called ****** . ****** shared it only had a 5 year. I called ****** sharing all my documents on the contract say 10 year. ****** said I would need to talk with Wolfers who would have needed to do the extended warranty paperwork. I called wolfers multiple times to be told each day ***** would need to talk to me and is going into a meeting but will call me by the end of the day. He never calls so I call back each day to be told the same thing. I have stopped calling and now seeking help to get resolution from the BBB. All my paperwork say 10 year warranty. I have included all paperwork from Wolfers, Area Heating, as well as my notes from calling Wolfers with no response. I have had to pay area heating to get my units working and would like to be reimbursed for the warranty.

  

  Business response

  05/16/2023

  Good ********************* *****,

  Thank you for the synopsis regarding your concerns.  We are sorry that it appears that your system needed a warranty repair.  We would like to have additional information on these circumstances and are interested in coming to a resolution.  In our documentation it does note that the 10 year warranty on the system provided requires that you register the system.  Note next to the warranty area where it shows "10 Years **Register".  We also provide documentation specifying how to register the warranty with every project.  We recently transitioned to registering all systems on behalf of our customers as the manufacturer now allows for that process to be completed by the contractor(this was not the case in 2017), which is why you received the answer from our office that we do the registration, however during the time of this purchase we were required instead to note that the purchasers of the equipment needed to register.  All of the documents that were provided originally and post install noted registration in tandem with the 10 year warranty.  It should also be noted that we have a lifetime warranty on the workmanship for our installations,  but this does not extend to other contractors applying repairs, we do need to be included in the process of repair to have an opportunity to provide the warranty.  Based upon the description of the work, we would have been able to provide resolution likely with no cost to you, but the same guarantees do not necessarily apply if another contractor is performing work.  Can you please send a copy of the work order that you would like to be refunded for to ************************************************************ and/or ************************************************** and we will review and follow up with you in hopes of coming to an appropriate resolution.  Thank you.

  Kind Regards,

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

  Customer response

  06/01/2023

   
  Complaint: 20062539
  
  
  Hi~
  
  Case number 54886171-27BD7 has not been resolved. I was asked to email *** and ***** directly and did 5-24-23 and have had no response back. Below is my letter sent along with the information requested. 
  
  Thank you for your assistance. 
  
  Good Morning~
  
  From the beginning on 8-4-17 this experience hasnt gone as stated by Wolfers and their contract..  Wolfers hasnt been held accountable for their contract or services. 
  
  Attached will be ongoing documentation starting 8-4-17 of neglect of stated promises.  Our project was to be 2 to 3 days, and was finally completed on 8-26-17.  There was no notification from Wolfers, ***, or *** the supervisor that I was responsible to register for the extended warranty.  As you can clearly see from the documentation of this unforgettable experience, I do what is asked and document. The warranty on the contract clearly states 10 years; it does not say if a customer register there will be an extended warranty. 
  
  Due to the first unfortunate experience Wolfers added 3 years' service starting August of 2018 to August 2020.  Each year I scheduled service and Wolfers came and no issues were ever found.
  
  I called to schedule our year maintenance service due to CoVID and told they were not scheduling any maintenance and would need to schedule later which I did an entire year later was the earliest they would schedule service.  CoVid was not something anyone could have foreseen, but should not negate the fact that I did everything I could to have my products serviced. D At the time I scheduled the service, I requested the price.
  
  The following year when the appointment was scheduled,  they finally showed up, after multiple calls saying they were running late, they were told the cost would be double the amount.  I said this wasnt the agreed amount and the two service techs shared the company had been sold and there were new policies in place. 
  
  Now we are faced with this unfortunate experience. Due to Wolfers being sold and not staying to their word, we called Area Heating & Cooling to service our units.  They found that one of the motors from the air conditioning unit needed to be replaced.  They too felt it would be under warranty.  When they called ****** they said it was only a 5 year warranty (Aug 2022) and I would have to call Wolfers to see about the extended warranty.  I called Wolfers on 5-3-23 and asked who registered products and ****** shared what Wolfers does and she shared that ***** would call me back by the end of the day.  I continued to call for multiple days to be told the same thing, ***** was heading into a meeting and would call me back by the end of day.  To which he has never called!
  
  In order to have a working air conditioner, I have had to pay for the new pump ( that should have been under warranty).  To which when Area Heating was out noticed my other air conditioning unit was leaking and had poor installation and unfortunately should have been caught but now needed to be repaired at my cost.  
  
  Attached is a copy of the bill for pump and repair of $1,925.20
  
  As stated in your companys information; ******** has been in business for over 100 years, honesty, integrity and fair business practice.  I dont believe our experiences match.
  
  Welcome a phone call if you have additional questions.
  
  ***** and ******* Free
  ************
  
  
  

  
  

   

  Customer response

  06/01/2023

  I have an appointment set up for 6/12/23 for the manager to come look over items that need to be resolved. I dont believe anyone will be coming with her to fix the items on that day. I would like to keep my complaint open until they have resolved the issue. If the complaint is closed they may not move forward with fixing the issues on my home.
  
  Thank you,
  ***************************;
  

  
  

  

  Business response

  06/07/2023

  
  Thank you for the opportunity to follow up on this issue. We see the additional documentation loaded and ***** will follow up today 6/7/23.
  It should be noted that in the documentation that was provided,it is clear that the original contract specifies that registration is required for the 10 year parts warranty.  Additionally there was uploaded an invoice that was specific to the water heater installation (noted at the top of the invoice) that there is a 1 year labor and 6 year manufacturer warranty specific to the water heater that was installed though she is implying that this warranty applies to the furnace/ac and it clearly does not.  The crux of our challenge here is that we were not given the opportunity to resolve the issue originally as we were reached out to regarding warranty after a non-manufacturer certified contractor was already contracted to perform repairs.  Had we been given the opportunity to perform the repairs we would have been able to take more specific action to resolve any challenges tied to the parts warranty that was not registered for originally. 
  We have offered to cover the materials costs for the repairs that were made by the other HVAC contractor so that we can effectively render the final costs equal to what they would have been had the warranty been fully registered originally.  Additionally we have a guarantee surrounding our installation workmanship that we were not given the opportunity to honor.  If there were repairs associated to an installation related issue, we would typically cover those costs completely,though we cannot assess that at this point because another contractor has done work on the system.  We are happy to continue to stand by our workmanship guarantee for all other items relative to the installation that have not been augmented by another contractor.  Naturally we cannot provide any guarantees or warrantees specific to the work done by a different company. Thank you for working with us as we work through this challenge together.

  Customer response

  06/09/2023

   
  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.
  
  Sincerely,
  
  ***** And *******************

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Lennox furnace from Cosco which was installed by Wolfer's Home Services 1/15/2020. I started having problems with furnace not staying running October 2022. When trying to increase the thermostat temp. in the morning, it would not stay running and leave error messages of L.P. and H.P. switch failure (E227, E229, E223, E273, E272, E240). ******** came to service it 11-1-2022. I showed the service tech the error messages was receiving. I also mentioned gurgling noise coming from ************. Tech did what he called a diagnostic check and cleaning and left. The following morning the furnace was still acting up. I called ******** back and the service tech came out on 11/14/2022. He checked and measured things and he would have go to the office and discuss it with the engineers. The furnace was still acting up. I called them on 11/15/2022, 11/28/2022 and received no call back. Unable to talk to anyone since.

  

  Business response

  02/15/2023

  I was able to look into your complaint and I am able to verify that a follow up from our team was absolutely warranted.  Please accept our sincere apologies on this, our team will reach out to you within 24 hours to schedule your follow up, and will provide some additional credit for the inconvenience.  Thank you!

  Customer response

  02/17/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  12/27/2022 I paid $ ******* for a circuit board that was supposed to fix my gas furnace but it lasted only six days before failing again. The technician admitted that he should have dug deeper to find the real root cause of the problem. Furnace is still not working

  

  Business response

  02/15/2023

  Thank you for your follow up.  I have our service manager reviewing this right now and we will reach out to you within 24 hours to make sure that we have a great resolution for you.  

  Customer response

  02/16/2023

   
  Complaint: 18971573
  
  I am rejecting this response because: this company doesn't care about their customers
  
  Sincerely,
  
  *********************************

  

  Business response

  02/23/2023

  Good Afternoon **********************,

  Since **** we have worked extremely hard to make sure that we take care of each and every customer.  We missed the **** with ***********.  There is a human element to our business, and the great young technician who performed the diagnosis and original repair made an error about which we are deeply apologetic. Our service manager reached out to you within the 24 hour period promised and offered to either provide a major discount on the potentially needed replacement system or simply provide a full refund.  Per your request, we issued a full refund that was processed this week, which is specifically what you noted in your original complaint that you were looking for to consider this issue resolved.  Did we miss the **** **************** We want to make sure that we can ensure that you are comfortable that the matter is behind you.  

   

   

  Customer response

  03/02/2023

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased heat pump new in 2017. It has never worked properly. They have made several service calls to fix. The last one cost me over $900 in May 2022. Heat pump still does not work. Spoke with ***** in Service. They were supposed to call me to schedule. Never heard from them. ***** is not returning my calls. I have been in 4 heat waves this summer with no air conditioning. I am a senior citizen and this is unacceptable.

  

  Business response

  08/16/2022

  Thank you for reaching out to us ****,

  We are sorry that the system has not been performing to your expectations.  The original install was for a new heat pump to go along with your existing furnace.  At this point, we have asked the manufacturer of the equipment to provide equipment assistance on your behalf and we are working on getting the visit scheduled.  We did reach out to you on 8/12/22 on two occasions but the voicemail box was full at that time.  At this point we are seeking to have the manufacturer provide us with site visit date options that we can bring to you, thereby allowing them to authorize more substantive action to help get your system functionality reliability restored.  If you have any questions at all, please do not hesitate to reach out to me directly @ ************ or to ************************* directly at the same number.  We will make certain that this is resolved for you!

  Kind Regards,

  *****************, General Manager

• Initial Complaint

  08/11/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid for a full installation of a central air conditioner to include all required permit. Wolfers failed to file the permit with Washington County. The inspector refused to certify the installation. Its been six since Wolfers has done anything. *****************, GM, reassured me he would personally address this and get to me the next day. He did not. I cannot understand how this business remains viable.

  

  Business response

  08/12/2022

  Good Morning ****************,

   

  Thank you for your follow up.  For your each installation we do we ensure to pull all proper permits.  We regret that for your project the installation team failed to take the minor label that we pulled for the project and  affix its label sticker to the inside of the electrical panel which caused then caused the failed inspection.  Per our discussion we scheduled the inspection with Washington County and we requested them to handle both electrical and mechanical inspections.  We did speak with them directly on the phone to verify that the appointment we scheduled in their online system was available, and that they would prioritize your visit to ensure that it did not get bumped for any reason. We were able to verify yesterday that the system passed inspection completely.  Please do not hesitate to reach out directly with any future concerns or questions. Thank you.

*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. ↩