Complaints

This profile includes complaints for Whipple Service Champions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Whipple Service Champions has 5 locations, listed below.

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  Whipple Service Champions

  963 W Folsom Ave Salt Lake City, UT 84104-1130

  
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  Whipple Service Champions

  1152 W 2400 S West Valley City, UT 84119

  
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  Whipple Service Champions

  511 E Saint George Blvd Ste G Saint George, UT 84770-3096

  
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  Whipple Service Champions

  1805 W 2900 S Unit 1 Ogden, UT 84401-3264

  
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  Whipple Service Champions

  754 S 400 E Ste 206 Orem, UT 84097-6342

  

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:10/25/2022

  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 bought a new Furnace/AC unit on 8/7/22 and paid over 16k. 2 months later, on 10/22/22 the furnace stopped working correctly. It would run for a few minutes then turn off for a few hours. I contacted Whipple and was told the earliest they could have someone out was Tuesday, 10/25/22. I talked to multiple people after that telling them this is completely unacceptable, and I needed someone out there immediately. I got someone to arrive that night who told me it was a sensor issue, and they would send a tech Monday morning, 10/24/22 to fix it. I called them Monday morning requesting a time frame and they said they would be sending someone out between 5:30 PM - 7:00 PM. Again, I told them this is unacceptable, I was told someone would be out in the morning. They stated that the best they could do was put me on Stand-by. A tech arrived at 2:30 PM. He worked on my furnace for a total of 4 hours. As I was asking him what the issues were he was unsure and couldnt give me a guarantee that the repairs he was making would fix the issue. At first he stated that parts from the initial install were missing, then he stated that it was an insufficient airflow situation. He did get the furnace to start working without continually turning off, so he left. 20 minutes after he left the furnace again began to only work intermittently. I called this morning 10/25/22 and was told I would be getting a phone call and would have a tech out this morning. Again, I didnt receive a phone call, so I had to call them to get a timeframe. I was then told the earliest they could get someone out is Thursday, 10/27/22 but they will again put me on Stand By. This is one of the absolute worst experiences I have had with a company. I have had to call multiple times to get someone to come out, then wait multiple days to get someone to fix the problem, just to have them not fix the problem, and now have to wait another multiple days to have someone hopefully fix the problem.

  

  Business Response

  Date: 11/01/2022

  We want to apologize to our clients for the stress and inconvenience caused them by this situation. We will continue to work with them until this situation is resolved to their satisfaction.   

  Our field supervisor went out 10/25/22 to address the furnace issue. These are his findings: Warranty work on new Carrier furnace.
  Found the staging was set for a two-stage thermostat, instead of a furnace-controlled staging with single stage stat.   Therefore, the furnace was never going into second stage. 
  I adjusted the control board setting for the proper staging setup.   Also adjusted the gas manifold pressures.   Heat rise is very goodfirst stage is at about 30 degrees, second stage is almost 45 degrees.
  The first stage primary limit seems to be tripping too soon.  It may have become compromised with the issues the system has had up to this point.  Therefore, I will return later to replace the green dot limit (it is temporarily bypassed for now).

  We reached out yesterday 10/31/22 to follow up and make sure the above repairs have worked and they are satisfied. We were unable to reach them and left a message. 

  Customer Answer

  Date: 11/02/2022

   
  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

  Date:09/15/2022

  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 bought a furnace from Whipple and the furnace broke down. The unit was still covered under the warranty and they came out to fix the furnace. Whipple created a workaround solution that did not fix the problem. The technician told me that they would be sending someone out the next week to implement the final repairs to my unit. I have been calling 2-3 times per week for the past month to get a technician out to fix the unit. Each time I call into their call center they say they will have a manager call me within a day or two. They won't allow me to talk to a manager or anybody else. They tell me the same response and will not send out a technician to finish the repairs on my unit. When I told them I would file a complaint I was told they didn't care and that a manager would call me.

  

  Business Response

  Date: 09/26/2022

  I apologize for the delay in responding to this complaint. Our technician went out 9/19/22 and checked the system out with manufactures "tech support" which resolved the problem with the furnace. Our HVAC Service Manager has talked to ************ and reports client was more upset about the fact that he asked for a manager and the *** told him he couldn't speak to one because that is our policy and that someone would contact him within 72 hours. He is happy our teach fixed the issue and said every tech was awesome. The system is working now and he will let us know if it fails so we can go back out.

  We are using this experience as a coaching opportunity with our ***'s making sure they have the training & information they need  to handle this type of call properly.

  Customer Answer

  Date: 09/29/2022

   
  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,
  
  *********************