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:01/14/2025

  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.

  I purchased a furnace and a/c unit in October 2024. when I started using the furnace in late November I noticed a loud thumping noise coming from the duct work which was not there with my old furnace.Early,mid December I called Sullivan to have someone look into the issue. January 8 2025 I still had no response so I called again,the person I spoke to asked me to give him "a couple hours" to contact the service manager and he would get back to me. Having not heard back two days later,I called again,the person I was speaking to initiated a three way call wih the service manager,myself and him. They assured me that someone would be here Monday January 12 to resolve my issue. Monday came and went,nobody showed up.not so much as a courtesy call to let me know they weren't coming. Sullivan Service got my money and all I get is a run around.

• Initial Complaint

  Date:12/16/2024

  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.

  Certainly! Heres a professional explanation:It has come to our attention that the house trap installed by your business does not meet the required standards for proper installation. Additionally, it appears that the work was not performed or overseen by a licensed master plumber, which is a critical requirement for ensuring compliance with plumbing codes and industry best practices.Proper installation of a house trap is essential to prevent sewer gases from entering the home and to maintain the integrity of the plumbing system. Failure to install the trap correctly can lead to operational issues and potential safety hazards. Furthermore, the absence of a certified master plumber compromises the quality and reliability of the work, as master plumbers have the expertise and credentials necessary to meet regulatory and safety standards.We strongly recommend that you review this matter and take corrective action by engaging a licensed master plumber to ensure the work is compliant with all relevant codes and is properly executed. This will not only address the immediate concerns but also safeguard your businesss reputation and adherence to industry standards.But to be completely honest with my moral standards, the person working at the business was just trying to up charge. Work on the outside the house and say the problem was in the house. His name is ***. I would like to see his license or get it revoked cause hes caused me thousands of dollars in months of trouble.

• Initial Complaint

  Date:12/12/2024

  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.

  We signed up for Sullivan Superior Service to service our furnace. They came out today for our by-annual furnace inspection. Previously they had told us we would need a new furnace soon. This time they said, the heat exchanger was cracked and several other parts needed replaced. They put a red tag (not a real one) on our furnace and shut it off. They told us we needed a new furnace and it would cost $10,000. We told them we couldnt afford that right now and they said they could put a Band-Aid on it for $2000 but we would need a new one soon. My son called his neighbor who works for a reputable ************* He came out and said there was nothing wrong with our furnace. The heat exchanger was not cracked. He didnt get any readings. He also said that they cut a wire off of my panel, had the pressure hoses attached incorrectly, and tore the wiring diagram off of the back of the furnace door to make it more difficult for anyone else to repair. My sons neighbor also said he couldnt believe they were going to charge $10,000, that their top of the line system (AC and all) was about $5,000 installed!!! Sullivan is not superior and they pray on people who dont know better and cant afford it.

  Customer Answer

  Date: 05/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have received no communication from ******* and have seen Many Many Complaints aleadgeing the same issues. They showed me pictures claiming it was my furnace, but when I had a reputable company come, they told me it was perfectly fine, that ******* had purposely incorrectly rewired my furnace, they pulled off the wiring diagram, and red tagged my furnace so that it would be harder for anyone else to fix. He showed me the inside of my furnace and the pictures ******* showed me were not of my furnace at all!!! I've been told ******* gives their contractors bonuses for replacing furnaces. They're basically incentivizing their contractors to illegally scam people out of their money replacing perfectly good equipment. I was lucky they didn't get me. I just read a review stating that they drilled a hole in someone's hot water tank after refusing the repair and the owner took them to court and won an $800 judgement. 

  My phone number has since changed but my address is ************************************* 

   
  Regards,
  
  ***** ******

  Business Response

  Date: 07/07/2025

  Hi ********* - Im following up regarding the ongoing matter with ***** ******. Weve made several attempts to reach her through the contact information associated with our account, which is under **** ******. Unfortunately, **** has not been available to speak with us.
  
  In her written response, ***** indicated that her phone number has changed. Could you please contact us to provide her updated number so we can reach out to her directly and work toward a resolution? Alternatively, she could reach out to us directly at ************ and ask to speak with ******.
  
  Our hope was that ****** could talk with her and do a site visit to address her visit with *** and the accusations she made against us.
  
  Thank you so much for your help.

  Business Response

  Date: 07/07/2025

  Hi ********* - Im following up regarding the ongoing matter with ***** ******. Weve made several attempts to reach her through the contact information associated with our account, which is under **** ******. Unfortunately, **** has not been available to speak with us.
  
  In her written response, ***** indicated that her phone number has changed. Could you please contact us to provide her updated number so we can reach out to her directly and work toward a resolution? Alternatively, she could reach out to us directly at ************ and ask to speak with ******.
  
  Our hope was that ****** could talk with her and do a site visit to address her visit with *** and the accusations she made against us.
  
  Thank you so much for your help.
   
  
  **** L Sullivan
  ****** Sullivan 

  Customer Answer

  Date: 07/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I provided the address as requested and I'm assuming they found the service call because they are no longer asking for verification that one of their employees was at my house. There is no visit required, it has already been properly corrected and repaired after being rewired to not work by Suluvan's Tech. Again, the reputable tech that came said that there was no crack in my condenser. The crux of the issue is their tech lied and had it not beed for the service of a reputable company I would have been out $13,000. Also, that the reputable ************ **** said that their top of the line Furnace is only $5,000 installed less than 1/2 what Sullivan was going to charge me. 
  
  Regards,
  
  ***** ******

  Business Response

  Date: 07/08/2025

  Unfortunately, despite our repeated attempts to resolve this matter directly, weve still not been able to speak with her. Her husbandwho is the account holder and the individual we originally coordinated withhas declined to speak with us further.
  
  We want to be clear that we completely disagree with her assessment. One of our most experienced and trusted technicians visited the home, and we have thorough photo documentation to support our findings. At no time did our technician lie or act unethically. Additionally, no official estimate for replacement equipment was ever provided. Ms. ****** canceled her follow-up appointment with our comfort advisor, so no pricing discussion took place.
  
  We had offered to return for a follow-up visit and further discussion, but without communication or cooperation from the Hoopers, weve been unable to move forward.
  At this point, what are our options? Are we permitted to submit a detailed letter with our documentation to formally state our side? We are still open to discussing this directly with ***** if she is willing, but if shes unwilling to engage, we want to understand what next steps are available to us.
  
  Please let us know how to proceed appropriately to resolve the claim. Thank you!

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

• Initial Complaint

  Date:09/06/2024

  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 basement sewer line was backed up. I called Sullivan Super Service, and they assured me that my line would be cleared for $64 the next day. Their website states, "We can clear all your drain, sewer line and toilet clogs in no time at all! From environmentally friendly biological drain cleaners to high psi jetting - we have the training and equipment to solve your problems FAST." After Sullivan's technician examined my lines with a camera and used a snake, he told me he couldn't unclog the drain because there was too much sludge in it, and the line needed high psi jetting - WHICH THEY DON'T DO even though they clearly advertise the service! When I called the company to complain, I was told they haven't offered high psi jetting in at least 3 years! So now I still have a clog; I'm left with a bigger mess in the basement; And there's a worse stench in the whole house!

  Customer Answer

  Date: 09/06/2024

  D 22249373
  External
  Inbox
  
  ****** ***** <******************************>
  Attachments
  12:53 PM (15 minutes ago)
  to me
  
  In addition, the technician, ******, didnt clean up the mess he made. He just left the sludge he pulled out of the basement drain and the outside stack area! What a stinking mess! Now I have flies swarming!

  SEE ATTACHMENTS

  Customer Answer

  Date: 05/13/2025

  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.
  
  High PSI hydro jetting should not have been listed on Sullivan Super Service's website when, according to them, it hadn't been an available service for more than three years.

  The technician left my yard and basement a mess. He dragged sewage out of my stack pipe and across my front lawn and just left it there. He left sewage around the floor drain of the basement. He left tools in the middle of my lawn. When I called to complain, the company refused to send someone back to clean up his mess.

  The company's letter of response to the BBB states "she declined to schedule follow-up service." No follow-up service was ever offered! They told me they didn't have the necessary equipment to clear the drain, so no "follow-up service" could have solved the problem!

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

• Initial Complaint

  Date:01/02/2023

  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.

  Account Holder: ******* ******* ******* ******* **** A fraudulent Credit Card Issued For $14.529
  
  The attached files show that Super Sullivan Plumbing Services has a history of fraudulent and unethical behavior. The documents also show that the company has charged significantly more for work than the local average and that there are discrepancies in the signed paperwork.
  
  I never received any copies of the paperwork nor a detailed explanation of why the work needed to be done. The sewer and stack were in operable condition at the " repair time.”
  
  Shawn, the service technician who came to my house, told me he would complete the paperwork and submit it to my insurance and warranty companies since I was a new homeowner and didn't understand what he was saying.
  
  Knowing I was in a desperate situation with financial concerns from being a single mom and disabled veteran on a fixed income, shawn agreed to help.
  
  Using words like “sweetheart, hun, and honey,” (verified in voicemails) He assured me that he would do the work personally and collect 1500 cash at the end of services.
  
  To my surprise, I was mailed a maxed-out credit card for $14.529 issued in my name.
  
  I called Super Sullivan immediately to remedy the situation and was forwarded to Mike. He agreed to forward my concerns to Mr. Sullivan himself and confirmed the charged prices were steep and offered to negotiate a fair and reasonable price.
  
  A lack of communication shows there is no intention to resolve this issue without legal involvement.
  
  I have disputed the charges and will continue to file a complaint with the Attorney General and PA Human Rights Commission if I cannot settle this account.
  
  I want to settle for an amount that reflects:
  
  -local average costs
  -The illegal completion of paperwork on my behalf
  -Unwarranted misogynistic name calling.
  -Misinformation of the work needing to be done
  
  I'm seeking a peaceful resolution without the need to write a detailed review.
  
  ******** *******

  Customer Answer

  Date: 02/23/2023

   

  A resolution was made between Super Sullivan and I. 

   

  Thank you!
  ******** *******