Complaints

This profile includes complaints for H.L. Bowman LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  H.L. Bowman LLC

  2259 Woodlawn St Harrisburg, PA 17104-2753

  
• 

  H.L. Bowman LLC

  430 Franklin St West Reading, PA 19611-1218

  
• 

  H.L. Bowman LLC

  58 E Broadway Red Lion, PA 17356-1433

  

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:01/22/2025

  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.

  I was obtaining estimates from different companies to get a new HVAC system put in my home over the last two weeks. They came out and prior to giving us an estimate for a new system wanted to do a diagnostic eval on the system. This was last Friday (1/17). They came out "red-tagged" my heater and turned off the gas to the heater because they couldn't do anything to the heater because they couldn't get the parts to fix it. My heater was giving me no problems prior to them coming out. No heat meant we had no heat going into a weekend where we were getting snow and was going to be the coldest it has been in years. I called the company and asked what I was supposed to do with no heat. I was told by ******* to "get space heaters." After speaking to a manager, and calling back a second time, someone finally reached out. After going back and forth and speaking to someone on the phone that evening trying to figure out what was wrong and trying to have us fix it while we were on the phone, they sent someone out that evening to "fix it." It still is not working properly. Keep in mind that there was absolutely nothing wrong with my heater prior to them coming in to my home, and I had four other independent companies out that never said that my heater was a danger and couldn't be used. Yes it is an old furnace, however, it was working fine prior to this company coming in. I reached out to the person I was working with on Friday evening, today (1/22), and was told to call the office for a service call that he was on vacation. I don't think I should have to pay for a service call when this is the company that created the problem that wasn't there. So here I am in still with a heater that isn't working properly ever since they came out and having to pay for a different company to come out to fix the problem that they created. I do not recommend this company at all.

  Business Response

  Date: 01/27/2025

  We resolved this - she should remove it. 

   

  Thanks

  Customer Answer

  Date: 01/27/2025

  Please cancel this complaint as the company has addressed the problem and it has been fixed.  

• Initial Complaint

  Date:09/12/2024

  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 10/7/22 we had pluming issues Bowman came to our home and assessed we had a crawl space 2 1/2 feet crawl space were the pluming is the said we had raw sewage so much work had to be done we had to make the opening larger we did by someone else not them they would have to wear hazmat suits it would be a horrible job cost $10,125.00.Flash forward today the toilet will not flush we notice a smell at the drop door after reading review after review I find a plumber we explain what happen with Bowmen and everything they did he goes in the crawl space comes up "Well I have news for you the smell is from your sink it is not connected to your septic tank it is just going into the crawl space, the pipes are held up with zip ties, the toilet pipe is tilted the wrong way'" We took that money out of our retirement fund he also told us they are known to rip off older people I was ashamed that sewage was in the bottom of my house now that we were rip but they knew there was no way we could go down there and check how the work was done. They should be responsible for what this plumber has to fix properly that they were paid to fix in the first time and they should be investigated.

  Business Response

  Date: 09/16/2024

  We attached the pictures as you can see the new pipes are all attached.  If sewage was going into your crawlspace for the last 2 years the smell would have been horrible.  We would warranty any work that was not done properly.  Customer did not contact us to look at this.  

   

  Bryan 

  Customer Answer

  Date: 09/24/2024

  Mr. Bowman,

               I have received the estimate from our plumber first I would like to correct that it was not sewage that was in the crawl space it was sink water from my kitchen sink. Which was not connected to the sewage line You can see on the estimate that he is redoing work that we paid your company to do as well as work we thought you did. As it turned out this is a relative of mine and word of mouth goes a long way, we decided to have him put a new toilet in our bathroom we went to ****** in ********** you don't have a good reputation their but my relative does we could have got a beautiful bathroom for 10K.

                                                                                                                                                                                           ***** *****

       

  Customer Answer

  Date: 10/04/2024

  I did respond their response was a total fabrication what they stated they did they did not do the second ******* completed the job,  

• Initial Complaint

  Date:07/12/2024

  Type:Sales and Advertising 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 was promised a free Air conditioner service after I was told this it was never put into the system when I called. This is not something that should be done to new customers / or existing

  Business Response

  Date: 07/22/2024

  We are happy to do it - have **** email me at *************************************

   

  we'll get it setup. 

  
  Thanks

• Initial Complaint

  Date:06/27/2024

  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.

  H.L. Bowman refuses to service Daikon mini-split units they sold and installed. I have suffered much distress and financial hardship because of H.L. Bowman.

  Business Response

  Date: 07/09/2024

  The unit is out of warranty from our install. We have no obligation to service or repair.

  Customer continues to write negative reviews each year - this install was approximately 7-8 years ago.  Comes with 1 year labor. Anyone should be able to service and parts warranty is in place.

• Initial Complaint

  Date:06/20/2024

  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.

  York HVAC unit purchased from HL Bowman on 05/28/21 by my 89 year old father for $8600 (he and my mother passed in 2021 and 2022, respectively). We took over the property in August 2022. Have had several issues with servicing the unit. Most recently, ac does not work, placed a service call and tech came on 06/18/24. They want to charge us $2600 for labor and $1300 for refrigerant - compressor is covered under warranty. However, my contract says labor is covered. Called them to ask why we are being charged since its under warranty. They will not call me back. we are in the middle of a heat wave!

  Business Response

  Date: 07/15/2024

  We would love to help them and include it under the York labor warranty, but it has to be the original homeowner. (This was a warranty purchased through York International.   They are not the original homeowner.  We have explained this to the customer.  Secondly the contract states you must continue maintenance and hold a maintenance plan which they failed to do.  The manufacturer requires maintenance to uphold warranties.  
  
  We have tried to communicate this with the customer.
  
  *****

  Customer Answer

  Date: 07/15/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21879774
  
  I am rejecting this response because:
  They did not reach out to me with the information about transfer from original owner, they did explain that I must have a maintenance contract with them, but it does not state that in the contract.  Also, they said they were going to get back to me and never did.  I got the information when they responded to the Attorney Generals *************************  They are shady with their customer service and their pricing.
  
  Regards,
  
  ****** & *******************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/15/2024

  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.

  I was charged$687 for an oven repair even though I was told I would pay $200 and the rest when the job completed. The reason for the high cost was due to labor taking the whole too apart to replace 2 screws holding a gas burner in place. After waiting for a month for 2 screws that they ordered the tech returned to repair. The pictures are evidence that no repair was done and on top of everything another $70 dispatch fee was charged. I am looking for a full refund even though some work was completed. A new burner was installed in the even. This was a 30 minute job. Note, the branch was the **********, ** location.

  Business Response

  Date: 06/24/2024

  Our appliance manager ***************** spoke in length to customer on 6/17 and is going to fix all issues on 6/26. 

   

  Thanks

   

  Customer Answer

  Date: 06/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:03/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HL Bowman included a guarantee in my signed paperwork. The language is very vague, and now they are not honoring this guarantee that states "100% right, or 100% free!" Unfortunately, I can't fit the whole thing here.
  
  I have had a number of issues since install. In summary, install unexpectedly took two days. This caused me and my newborn to be without heat and electric all day, even though they told me my non-electric baseboards would continue running. They supplied space heaters for overnight. There were some issues with the thermostat readings, a contractor came out and planned to move the thermostat due to the current one being near an intake, thus throwing off readings. I reached out to put this plan in action and it was as if it never existed. I expressed additional concerns: the outdoor unit is loud, the energy usage seemed very high, the system doesn't reach temp when it's using aux heat. Another contractor came and "assessed the whole system." He was dismissive of all my concerns, stating everything was normal. All issues continued.. the noise was especially hard for me to believe was normal. I reached out to management with no response. Then reached out to customer service with response on the second try. Reached a person (Bob) who was very helpful during the first phone call.. stated I could invoke the guarantee and remove/refund my system, but asked if I'd allow a contractor to assess one last time, and said I could still return/refund if I was unhappy after that. That contractor came, he stated he did not hear outdoor noise, tried to fix thermostat to no avail.
  
  Told Bob I wanted to invoke guarantee now and remove/replace. It was as if the first conversation never happened. Bob and I emailed back and forth. He insists that the guarantee states they stand by their work and will fix the system, but will have to pay if I want it removed.'
  
  I believe it's not possible to invoke this guarantee to remove/refund due to the vague language.

  Business Response

  Date: 05/09/2024

  We believe the unit is working correctly.  The installation was out of our control and customer was less then understanding.  Was extreme weather and had a manufacturer default.  We promptly fixed it - drove heaters the same night and did everything in our power to make them comfortable.  They asked for outrageous refunds which we did not approve.  We came out and looked at the equipment - we do sell units that are quieter but they are more expensive.  The unit is working correctly if it's not I'm happy to come out and look at it myself.    We are always happy to own our warranties but there has to be a reason. 

  Bryan

  Customer Answer

  Date: 05/09/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: 21479152
  
  
  
  I am rejecting this response because:
  
  
  The unit is not working correctly. Other contractors have acknowledged that the unit is making an abnormal noise. Their own contractors have also acknowledged this, but then don’t remedy it. I’ve since had electricians out for unrelated work, and they’ve noticed several things hazardous/wrong with the electrical box upgrade that they are willing to attest to. The bottom line here is that I do not trust the quality of work. I’ve spelled out pretty clearly that there are still blatant issues with the thermostat and outdoor unit that haven’t been properly addressed. I don’t want your contractors working in my house anymore, because of the consistent poor quality of work and lack of follow through. Even your customer service person stopped answering me. You took over a month to respond to this complaint. Those reasons are why I want your guarantee followed through on. I am stressing that this is a company satisfaction guarantee and not a “warranty.” I’m unsatisfied, so I want the unit out and my money back. 
  
  
  
  Regards,
  
  
  
  Katelyn Sims
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/13/2023

  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.

  I had a new HVAC system installed on 10/4/2023. The cost was 14232.00 dollars. The sales individual mentioned that the thermastat would possibly need to be moved. I had no issue with this. On 10/4/2023 the unit was installed. The thermastat was installed in the same spot as the previous thermostat. The standard wall plate used did not cover the previous hole. I expressed to the installer ***** that I was not happy with this. The installation was finished. Before I had the opportunity to ask about the hole left on both sides of the thermastat because it would be kind of hard to spackle without removing thermastat. I was told by ***** that he had talked to his manager, and they would get me a wall plate. I provided two signatures. I was told the second signature was for the wall plate they owed me. Estimated time to get wall plate would be 1 to 2 weeks. I called the company twice asking about status. The result of the first call was that they would contact me when it came in. The second call was on 10/2023. I was told that I would be given a text on status, never got a text. On 11/20/2023 I sent email to QA representative ******. He had sent an email 10/12/2023 about customer satisfaction. He looked into the issue, and eventually told me to send Isaac, the install manager, an email on status. I have sent two emails with no response from *****.

  Customer Answer

  Date: 12/18/2023

  The company has resolved my issue.  The wall plate has been installed. 

• Initial Complaint

  Date:08/10/2023

  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.

  HL Bowman of Harrisburg PA came to install a cooling unit on my home that cost us $8600.00, approx Friday July 7, 2023 part of the unit is in the attic and part is outside. They failed to connect a drain pipe on the unit and the water drained into my attic for hours and then eventually began to drain into my home causing water damage to my ceiling, walls, and hardwood floors in my upstairs bath, hallway, living room ceiling and walls, kithchen ceiling, and basement ceiling, by July 11th (this occurred over the weekend) I had holes in my ceilings and floors. They since then they have sent 6 crews to my home because they also found that the entire unit in my attic was misaligned and they used the wrong tape to secure the areas that needed tape and they had put gashes in my venting so they has to lift and re-align the attic unit and replace all of the venting and use the correct tape and they also sent a restoration company to also assess the damage - no work has been started to fix any water damage to date as they wanted to dry out everything first and prepare an estimate to give to their insurance company and today 8/10 we found in my son's bedroom a crack across the entire ceiling that looks like the ceiling is about to break and fall through on my son. This is NOT safe for my family and HL Bowman has broken our house/home. I asked them to pull back the insulation in the attic because water travels in order to see where all of the water travelled, because we had 5 gallon buckets filling from the leak. They didn't listen and now we keep finding more damage that has still not been fixed.

  Customer Answer

  Date: 08/11/2023

  UPDATE - The date of installation was incorrect - the first date of installation was July 14th leak started the evening of 7/16 reported to HL Bowman - left a message like approx 11 pm 7/16 and called them again 7/17 first thing in the morning  

  Business Response

  Date: 08/11/2023

  We determined Solar damaged her house per the pictures here.  The roof has bowed and **************** has a stress fracture on her roof. She asked for a write up so she can address the issues with the solar company.  You can see in the pictures the evidence. 

  We did have a P-trap problem which we fixed for her. 

  Customer Answer

  Date: 08/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  There has been extensive damage to my home due to the p - trap not being connected and since the incident HL Bowman has been to my home no less than 8 times because the entire attic unit installation was botched - the machine was found to be misaligned by 3 to 4 inches they used incorrect tape that blew apart and they put gashes in my venting per their Field Manager ******************** - **** sent another team to fix all of those problems - then when **** the Field Manager from HL Bowman came to inspect their work along with my husband  - my husband found 12 screws were still missing from the unit  - then two days later my husband went into the attic to replace a lightbulb and found that instead of taking off the incorrect tape and replacing it with the correct tape per *********; - they just taped over that bad tape and in spots the taping blew apart again and found a couple spots where they forgot to re-tape/ tape and we had more air leaks in the attic which **** personally had to come over and re-tape  - we want a refund for the botched installation, which after 8 visits to correct we are not completely confident is correct, and we want them to fix ALL of the damage that they caused to our home to which to date we are still waiting for the estimate and scope that we asked for a copy of, and correction work to begin.

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

  Business Response

  Date: 08/18/2023

  We fixed the drywall due to the attic mistake.   

  This happened again and as you can see by the pictures.  The solar panel install was not installed correctly.  The solar panels broke the truss per the pictures we sent.  Causing stress on the drywall which caused the drywall to crack again.  We have pictures that prove this.  When we made a mistake we were happy to fix it which we did.  We do not believe this is our problem as the unit is operational and working correctly.  

  See previous pictures. 

  Customer Answer

  Date: 08/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: HL Bowmans answer to this complaint is a STRAIGHT OUT LIE - there is damage to my ROOF from the Solar Company - that is a completely different issue to the extensive damage HL Bowman has caused my home - and further HL Bowman sent ***** *********** to my home and they have cut holes in my walls, ceilings, and floors - which all have NOTHING to do with the damage to my roof from ******* Solar  - ******* Solar is addressing the roof  - HL Bowman STILL needs to address ALL of the damage to my house that ALL of the previous pictures that I have submitted that were caused by HL Bowman - I want a REFUND and the DAMAGE FIXED as HL Bowman has said that they will fix their damage - their field manager **** ****** has agreed on many occasions (there have been 8 visits) that HL Bowman messed up and did a poor job and they will fix ALL of the damage that they made and **** has even had to personally and continually fix errors in their installation work - HL Bowman is FAR from finished fixing anything in my home - I believe their statements on this BBB website are an attempt to downplay and retaliate that I made a complaint to the BBB - the solar has nothing to do with the poor installation job and the water damage that HL Bowman caused to my home. - I'm still waiting to see the scope and the estimate from HL Bowman as well as a time line for them to complete the repairs to the damage that HL Bowman has caused to my home. 
  
  Regards,
  
  *******************************
  

  Business Response

  Date: 08/29/2023

  As stated before we are happy to fix the issues caused by us.  We have hired ********************** and approved there claim through our insurance.  We are just stating we are not responsible for the roof leak. 

   

   

  Customer Answer

  Date: 08/30/2023

  I have had to call ********************** on 8/30, as advised by **** over at HL Bowman because we have not heard anything about when they are going to begin to fix the damage to our home. I'm not sure that I should close the complaint at this time until we get the damage fixed. There was a miscommunication between ***** and HL Bowman. ***** was not sure if HL Bowman was paying directly or sending through their insurance, but I think that they are working on this now - and hopefully we should be hearing something in the near future.  We have had to ask for a ramp to be placed in my home because I take care of my 95 year old gramma and she uses a walker and they have cut holes in my floor that have a depth of about an inch that is difficult for my gramma to pass through to get to the restroom or her bedroom, hopefully that will be coming soon as well.  We still believe that we are due a refund for the botched installation of our air conditioning system and HL Bowman had promised to send money to us for running industrial fans and dehumidifiers  not once but on two occasions when they found that the area did not dry the first time and found more moisture in the ceiling, floors and walls and they have not done that as of yet.  - do you think that it would be wise to leave this claim open pending the steps that HL Bowman takes to fix all of the damage to our home? 

  Thank you 

  ********* & **************************;

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled my annual tune up with H.L. Bowman on December 19th for my furnace. I had the contacter come out to complete the inspection and he informed me my heat exchanger has a crack in it and needed replacement with the possibility my furnace may need replaced instead of my heat exchanger. The inspector informed me due to the crack that it was leaking carbon monoxide and the furnace needed to be red tagged and my gas turned off. The inspector had said he checked my warranty and it was only 10 years and had expired in February so the replacement was not going to be covered. I set up a quote appointment with Bowman for Wednesday the 21st in the afternoon but also one with *** in the morning. *** came out and actually checked on the warranty and found out it did not expire as it is a 20 year warranty. Due to that misinformation/falsehood from Bowman, I decided to set up a 2nd inspection but with *** this time which was scheduled for this morning (27th). In the meantime, I contacted Bowman to cancel my quote appointment and let them know why. The service manager ******* emailed me to let me know they contacted the supplier who confirmed the supplier was the one was gave the wrong information regarding my warranty to the Bowman inspector and due to that that Bowman would replace my exchanger free of charge to me. Well the *** inspector came out today and took a look. He confirmed there was no crack anywhere and it was not leaking carbon monoxide but instead everything was working as it should. Not only does that mean I was without heat for a week in freezing temperatures but I had to spent money on 2 inspections. It was also an extremely stressful time for me. I can upload further documentation if needed.

  Business Response

  Date: 12/27/2022

  Here are the technician notes.  We had high oxygen, so we determined it was a cracked heat exchanger.  The manufacturer gave us bad information which they will admit.  We offered to do the repair for free at absolutely no charge to the customer.  I'm not sure what else a customer would want us to do.   This would be 5-6 hours of labor we would not charge the customer.  

  Here at HL Bowman we will make a mistake.  The easiest and best way for us to handle it is to say sorry.  Once we've apologized which we have multiple times.  We then try to fix and make it right.  We offered to replace the heat exchanger for free with no cost.  Heat exchangers are tricky and we often side with caution.  You cannot always run a camera in to see every angle to find a crack and sometimes the cracks are very small.  We will reach out to the customer again and apologize.  Elevated oxygen levels are still a concern for us. 

  Here is the customer notes: 

  Today I meet with **** to tune up her **** gas furnace. Started by raising stat temp on thermostat for heat call. Gas furnace responded to heat call. Recorded a 43 degree temp split. Checked vent piping, found no rust or cracks. Checked blower motor, clean wheel, no play in shaft, and spins freely. All pressure tubing is in good condition. Electrical connections are tight and in good condition. Inducercspins freely and responds to heat call. Gas pressure was at 2.3 in.wc extremely low pressure, increased to recommended 3.5 in.wc. Checked and cleaned flame sensor. Scoped heat exchanger and found what appeared to be holes on bends of all three tubing. He led flue gases and saw higher levels of oxygen in vent piping. Oxygen was around 15 and co was around 14 ppm. Called Brandon from apr to check heat exchanger warranty. Unit is 11 years old. ******* said unit was not registered with grace period of 90 days after ship date and a 10 year warranty, units warranty expired in February 2022. Brandon from apr is waiting on Neil to give him pricing info on a new heat exchanger. Turned off gas valve and power to unit per company red tag policy. Notified **** of heat exchanger issues and warranty info. She would like to meet with a comfort advisor on Wednesday evening to discuss replacement.