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:01/29/2025

  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.

  I paid for a *** protection plan with Woodfin. I only had my HVAC (Paid $479.00) and plumbing (Paid ($125.00) inspection done on September 3, 2024. I did not have my electrical inspection done and was charged $125.00. I would like a prorated refund for the remaining months on the service plan (5 months) effective January 29, 2025, due to poor workmanship and service technician not showing up to complete the requested service (Leaking bathroom). I have tried to request my monies back, but the company first told me I was only entitled to receive a refund of $151.87, then $171.87

  

  Business Response

  Date: 02/06/2025

  Ms. ****** enrolled in our Whole Home Protection Plan, which includes priority emergency service, a 20% discount on repairs, and annual inspections for heating, cooling, plumbing, and electrical systems.

  Throughout her nearly seven months of active coverage, the following services were provided:
  7/8/2024 Plumbing Service Call
  7/24/2024 Plumbing Service Call
  9/30/2024 2 Gas and 2 AC Tune-Ups
  9/30/2024 Plumbing Maintenance Inspection
  12/30/2024 Plumbing Service for Water Heater
  1/22/2025 Plumbing Service
  1/22/2025 Electrical Service
  1/24/2025 Plumbing Service
  We have reviewed the account and confirmed that no charges were made for services not provided. However, we acknowledge the electrical inspection was not completed as expected. This was considered in the prorated refund calculation provided to Ms. ********************* ****** was reimbursed for the correct amount. The following explanation was provided to her by our **************** Manager, ***** ****** and confirmed by our Operations Manager, ***** ****.

  Customer Answer

  Date: 02/28/2025

  I canceled services with Woodfin on January 29, 2025, I would like monies refunded for services not rendered for spring AC tune-up for two units at $125 each and Plumbing CPP Visit that was not performed for this billing period $95.80. I have attached invoices for the services I prepaid for and did not receive.

  Customer Answer

  Date: 03/19/2025

  Hello, 
  
   
  
  Please see the attached payments per your request.  
  
   
  
  Invoice #********* $125.00 (Spring A/C Tune-up Service)
  
  Invoice #********* $479.00 
  
  Invoice #********* $125.00 (Spring A/C Tune-up Service) 
  
   
  
  I will now have to hire another company to complete these services. 
  
  
  
  
  Should you need to contact me, I can be reached at **************.
  
   
  
  Thank you in advance for all of your help.
  
   
  
   

   

  Hello, 
  
   
  
  The service contract included a whole home maintenance plan for electrical, plumbing, and AC units upstairs and downstairs (See:  Prior year invoice).  I requested the termination of my current contract for 7/01/2024 through 7/01/2025 on January 29, 2025, after a series of mishaps by Woodfin.  
  
   
  
  The service appointment for electrical services on 1/22/2025 was an estimation for work to be completed, but I had to hire Connect Electrical to complete the work.  The plumbing service on 1/24/2025, was for a service call that was placed as an emergency and serviced by ****** *******.  He showed up at 3:30PM even though I told them my home had a leak, and water was leaking through my ceiling. I was able to turn my main water valve off until they arrived for the emergency service call.  We ended up having to have another plumbing company come and determine where the leak was coming from (****** Plumbing - see attached invoice) after I was told there was no leak, and water may have soaked through the flooring causing the water stains on my ceiling (Please see ****** review of a video of the damage after Woodfin left my home).  
  
   
  
  (See my ****** review with pictures of the problem that initiated this dispute:  *************************************************
  
  *. ****** (Sort by lowest reviews)).
  
   
  
  Should you need additional information I can be reached at **************.  
  
   
  
  Thanks, 
  
  ****** ******

  

  Business Response

  Date: 03/19/2025

  Ms. ******* as previously stated, we issued the correct prorated refund for your Whole Home Protection Plan, accounting for all completed services. Our last visit to your home was in January to diagnose a ceiling leak, and our Plumbing Manager has made multiple attempts to reach you. We have also communicated this on ******. Per your request, your account has been terminated, and your memberships have been canceled. We apologize for any inconvenience, but no additional refunds will be issued, as you have already received the correct prorated amount for the services provided.

  

  Business Response

  Date: 03/20/2025

  Regarding the complaint from Ms. ******* we have made multiple attempts to resolve this matter, including issuing a prorated refund and reaching out again this morning. Despite our efforts, she has continued to harass our business through ******* Yelp, and BBB which we have responded to each time.
  
  There is nothing further we can offer her. Per her request, we have canceled her account, and we have also made the decision to no longer do business with her. 
  
  Additionally, in her most recent ****** message, she specifically requested that we send BBB a copy of this. As requested, attached you will find proof of the refund issued as well as a copy of our latest communication attempt.
  
   
  At this point, we consider this matter fully resolved and do not wish to engage further. Please let us know if any additional action is required on our part.
  
   
  

  Customer Answer

  Date: 03/20/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We paid $125.00 for two units for the fall and spring turn on service and this company only wants to pay us $171.87, we don't even recoup our monies to have another company come out to complete the service to complete our spring tune up or the services that were not used for electrical.  I will never use this company ever again.  The customer service is terrible and it's sad that I have to end a fifteen-year working relationship with a company that decided to lowball and cheat us.  

  
  Regard,
  
  ****** ******
  
  
  
  

  
  

  Customer Answer

  Date: 03/21/2025

  The company sent a copy of an invoice aka a credit memo.  This does not prove that I received the money.  Where is proof that the money was refunded (EFT transfer to my credit cards that was used, scanned canceled check or actual check, etc.)?  The invoice shows a date of March 8, 2025, I requested the refund January 29, 2025, and have yet to receive it.  What was it refund to a credit card or check?  Invoices usually note the method that it was refunded unlike this one.  They issued an internal credit memo, that services no purpose to me since I will NOT be doing business with them anymore and their documentation states that the account was closed, so where is my refund?
  
   
  
  Examples of Proof that a refund was issued: 
  
   
  
  Proof of transaction refers to evidence that identifies the supplier, the date of the supply, and the goods or services supplied to a purchaser. Common ways to provide proof of payment include:
  
  Receipts obtained from the seller
  
  Bank statements accessed through online banking
  
  Official records necessary for tax filing purposes
  
  I never received a call from Woodfin as stated in their response.  I have a right to voice my opinion as consumer.  If he doesn't like what I wrote "Do Better!"  Additional he mentioned BBB and I said send a copy to them to prove that I received payment, to no avail they have still not proven that I received the monies!
  
  We reject the response an invoice is NOT Proof that a refund was issued. Since they could not prove that a refund was submitted or sent as we requested.  What does a review have to do with paying our monies.  We will continue to seek our money as request and not be ripped off by these crooks.  They portray themselves as reputable, but buyer beware!  They are FRAUDS!!
  
  Woodfin defined aka fraudsters - wrongful or criminal deception intended to result in financial or personal gain!
  
  Total contract: $479 + 125 +125=729
  
  729/12=60.75
  
  60.75x 5 remaining months of the contract. 
  
  *****5 total due from the remaining contract 
  
  Amount refunded from Woodfin: ******- ***** Correct refunded amount =****** Due to customer. 
  
  I have attached their calculations and a formula used by companies to close out contracts. 
  
  Thanks

  

  Business Response

  Date: 03/21/2025

  Im forwarding you two emails our team sent to Ms. ******* which include a full breakdown of her transaction and the proration she received.
  
  As she mentioned in her most recent message, she needs to review her bank statement and get in touch with her bank directly. Our team has communicated the breakdown and refund details with her multiple times, including during phone calls. From our end, everything was processed correctly. There is no additional money owed to her, and no further adjustments will be made.

  Hi Ms. *******
  
  I received notification that you have concerns about your prorated refund stemming from your cancelled Whole Home Plan.
  
  I can confirm that your refund in the amount of $171.87 was processed on 1/29/2025 to the same credit card that was used to renew your Whole Home Plan.
  
  Please find the attached document confirming the transaction of your Whole Home Comfort Protection Plan renewal as well as the prorated refund.
  
  
  If you require further assistance or have additional concerns, please do not hesitate to reach out.
  
   
  
  Thank you very much

  Ms. *******
  
   
  
  The card that was used to pay for your Whole Home Plan renewal is the same card that the refund was issued to, which was the MasterCard ending in 0570. See below for the reported information.
  
   
   
  
  I have also attached the snippet of that report as well for you and your records.
  
   
  
  I hope this clarifies any questions or concerns you might have had.
  
   
  
  Thank you,

  Ms. *******
  
   
  
  Yes, that is correct, the full prorated refund is $171.87 that was processed back to your credit card on 1/29/2025.
  
  You had already had coverage for 7 months under the plan, which consisted of your tune *** for both of your Gas Furnaces, both of your Air Conditioners, your plumbing inspection, 5 Plumbing Service Calls, and 1 Electrical Service Call.
  
   
  
  This was all communicated to you via email on the 29th of January. I will attach that conversation for your reference and records.
  
   
  
  Thank you again,

  

  Business Response

  Date: 03/21/2025

  Additionally, our Director of Finance & Accounting has also provided the following information to help clarify the situation further.
  
   
  
  Please see attached, and let me know if you have any questions.

• Initial Complaint

  Date:01/02/2025

  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 had the same problem with my HVAC system twice. Had to replace my system in 2022 and now again I having the same issue. Woodfin was told by the ********************************* and Air (RCH&A) that the unit operating pressure needed to be adjusted. It was not *** until 12/24 after the system started burning & i was smelling what i thought was propane, but they said that what i was smelling. they said i was smelling burn off. either way i suffer from severe migraines & this made it worse. ***** said it was a gas line, ******************** issue.. Infor relayed to WoodFin. Woodfin Technician stated the regulator, and the pressure was the cause for the smell and burn-out & issue with HVAC unit. He opened the unit removed heat exchanger, the front of the unit where the fire came from and saw in the thing that fire stared was filled with **************** Stated he was going to this truck to get whatever he needed to clean the soot and call his office. After about 15 he closed the unit up and said that they would send me a quote to clean the unit. Charged $199.00 for this. 1/2/2025 Cont. from previous complaint ser date 12/8/2024 & 2/11/24 I would not have had to install unit in 2022 nor going through this now. Nothing wrong with unit is with install by both ******************************* neither got license or inspection. ********************** supposedly being knowledgeable about gas should have insured exhaust (heat coming from) wan not blowing directly over gas lines next to regulator. If they had had it inspected after install as required by County of Henrico I would not have had this issue because hopefully they would had corrected it per the County of Henrico inspector. My insurance is not covering my unit because the unit only failed due to incorrect installation. Now they want to charge me to check to see if they installed it correctly. I suffered from more migraines than usual and er visits for the flu.

  

  Business Response

  Date: 01/17/2025

  Woodfin follows industry standards and county regulations for all installations we perform. However, we did not install Mrs. ****** HVAC system. Despite this, we have made every effort to assist her with the issues she has been experiencing. Since January 10th, we have reached out multiple times to offer support and potential solutions.
  As a goodwill gesture, our Plumbing Manager provided a credit toward her plumbing charge and our HVAC Manager offered to clean and inspect the heat exchanger at no cost. Our **** manager followed up again on January 16th to schedule this complimentary service, but we have not yet received a response from Mrs. ************ remain ready and willing to complete the agreed-upon services as soon as she is available. We encourage Mrs. ***** to reach out so we can proceed with scheduling and addressing any remaining concerns.

  Customer Answer

  Date: 01/29/2025

  
  Still no heat, they are not replying.
  
  some one came out on 1/21/25. Said he did not know what the issue was. He was going to call the unit manufacturer. have not heard anything.
  
  Called the service manager, (****) on yesterday (1/28/25), and he said he thought I had heat.  He had not spoken with the tech he sent here.  He said he was going to call and call me back, he did yesterday, but said he could not get in touch with anyone. He will call me tomorrow, which is today (1/28/25). have not received a call.. still no heat... (I do have heat, because I purchased 4 electric heaters , and a ****** dollar electric bill)
  
  Still no heat.

  

  Business Response

  Date: 01/29/2025

  **** has reached out to Mrs. ***** twice to keep her informed about the status of her system repair. He explained that we are currently waiting for our manufacturers to confirm the availability of the necessary parts. The expected arrival date for the parts is February 4th or 5th, and **** will contact her as soon as they arrive.

  
  Additionally, we are in the process of determining whether the parts will be covered under warranty. Regardless of that, we are providing the labor at no cost to Mrs. **********

  Customer Answer

  Date: 02/11/2025

  Then did come in and do some work on February 6th. But am I satisfied? I'm satisfied. No. Because I'm gonna have the same issue each time. This is the third time this has happened and I had to replace the unit because the regulator again and the exhaust are too close together, which caused it to burn and start to build up. I have pictures I want to reinclude that came from what they just did. Granted, they told me they weren't gonna charge me to to replace the parts in it because the unit was still under warranty. So the parts came from ******, but they weren't gonna charge me to replace them because well, my thing is because it was their fault because they have they've been asked several times and told about this, and but they still haven't fixed it. And they they replaced the heat exchanger, the gas valve, the assembly, the inducer, and the burner tubes, but I can't really test it out. You know, they left it on, but I can't really test it out because my percentage of auto propane is very low. The past 3 months, I've been heating with electric heaters, which, of course, has done my electric bill up to a little over 400 dollars a month, which is normally no more than 125 during the winter month. So, right now, I can't even afford to put fuel in the tank to even, test it. Plus, I had to buy heaters in order to keep the house warm and keep my pipes from freezing. So am I satisfied? I'm satisfied that they said they fixed it, but I know I'm gonna have the same issue in a couple of years about it because the, regulator and the exhaust are right over top of each other. And we're gonna get that same burn, and my my heat exchanger again is gonna crack. I only I say this because I've gone through it now 3 times.

  Customer Answer

  Date: 02/26/2025

  see attached

  Am I satified: NO
  
  Why:::: this happens every 3 to 5 years, due to regulator and exhaust.
  
  Still too close
  
  Still can't use unit. Or even test it out. Had to purchase heaters to keep the home warm and pipes from freezing during the time of heat. Electric bill jump from 150 to 400+ a month.
  
  Have included pictures of the unit where it's still showing front on the outside and location of the exhaust and regulator and all the piping.
  
  Woodfin, February 6, 2025
  
  Woodfin said they disconnected pack unit remove gas valve induction assembly burner assembly all heat exchanger
  
  Installed heat, exchanger, inducer, assembly, and new burner tubes
  
  Woodfin Removed tape from heat vents inside home
  
  (Tapped vents inside the home to keep as much cold air out as possible due to low temperatures)
  
  
  The last tech technician who came noted vent and regulator was too close, but that was only to me. Unit should not have burned smoke on unit. They would not say it to the company.
  
  
  Note, this has been an issue for years. Also the same issue prior to this unit being installed.
  
  Each technician came out and made the same statement that the regulator and the vent was too close together and that was the issue for the whole burnout.
  
  Not able to use the unit now due to very low gas ........
  
  electric bill for the past three months have been over $400
  
  ........unable to buy gas had to due to finances (note: my elec. **** during these months never ran over 140.00)
  
  Had to purchase electric heaters for the house during the time there was no heat.
  
  2/9/2025
  
  Received this text from Woodfin today:
  
  Friendly reminder from Woodfin - Your Home Team: We will be arriving tomorrow between 10:00 AM and 12:00 PM. Please call us at ************** if you have any questions. Thank you for choosing Home Team!
  
  .....call Woodfin in reference to the text because I had no idea that they would be coming out on February 13
  
  Reason: I asked was it to move the regulator and re locate pipes.She said Replace burner tube on gas furnace.... per person answering Woodfin phone
  
  **** will not come on. Called and left message for then this evening at about 5:24pm
  
  They came back, did something, **** comes on now.
  
  2nd reason not satisfied. Still not satisfied, as I stated I can't buy gas now... had to buy heaters, paid ******** in electric bills. Had pneumonia, and finally getting over the flu..... won't be able to test the **** for a while. Don't have funds to buy gas.
  
  I know they don't care about that, I will test it when I can
  
  But I am still not satisfied because they did not even offer to get me heaters. I had to buy them myself, or even to help reimburse me for some of the electric bills on medical bills.
  
  Appointment for the County Of Henrico to do an inspection on Plumbing
  
  February 24th, 2005 12:04 pm
  
  County of Henrico arrived do inspection, 1st reason not satisfied The exhaust and the regulator are too close together. he will be sending an invoice stating that.
  
  It needs to be moved and relocated
  
  Will send report to Woodfin
  
  
  Sent inspection ticket to woodfin on 2/24/25

  

  Business Response

  Date: 03/10/2025

  We've made multiple attempts to resolve Ms. ****** concerns and ensure her satisfaction. Our plumbing manager has also reached out directly to Mrs. ****** and we've scheduled another visit for tomorrow. During this visit, we plan to pull the necessary permits and address the regulator and gas line issue directly. 

  Customer Answer

  Date: 03/11/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not totally resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

  Woodfin moved/ relocated the plumbing pipes .  I scheduled an Henrico county inspection for 3/12/2025 in the AM.

  but they have not addressed  the money spent on heaters and electric... 

  as I had stated I had to buy heaters my electric bill was four to $500 a month.  1****** total for 3 months + ******  in  electric heaters which has been since January.  And I had to get the heaters this was an extremely cold winter.  During this time, I contracted the flu and pneumonia
  

  so just trying to heal, and here was a chore and itself..  they may not reimburse me, or fill my tank up but it's just a principle of the thing now is they really don't care about their customers

  it seems as if it took you to make them do something. Plus I had to get my own inspection done through County Of Henrico which they should've done. That was something that I didn't know that they should be doing if I had not called the county, I would've never known, and everything would have stayed as was, and being out of code
  

  And again, I'm not content or satisfied because I still spent a lot of money just in heating and medical bills and again yet have they offered to put some gas in my tank or reimburse me

  this note might not do any good, but I don't want anyone else to have to go through what I had to endure for the third winter .

  and I really won't know if it works completely and everything's OK until next year when I can afford to get some gas and run it for a while.

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

  
  

• Initial Complaint

  Date:05/08/2024

  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.

  July of 2023 Woodfin installed a new ** unit. I have called to report the the ** has NEVER worked properly. They have sent over 15 different technicians to my home to "repair" the ** unit.First they told me when the unit was installed an Low Ambient kit needed to be installed. Fine, they came April 30th to install that. Great. I was told that's all you need. You "should" be fine now.I received a call Monday May 6, 2024 from Woodfin. The person said I needed yet another part. A crack case heater. I asked why all of these extra parts and pieces were not installed back in July 2023? She didn't know. Today is Wednesday May 8. 2024. The ** unit is still freezing up and blowing hot air into my home. So on a very hot day my HV** unit pumping in hot air!I am a double amputee below the knee and a burn survivor. I must be in temperatures between ***** degrees. Otherwise I turn very red all over and in horrible pain.I suppose I am just filing this complaint to make people Woodfin is NOT the amazing company they advertise themselves to be. Please follow up with this request.Thank you for your time ************************************************** ************************************************* **************

  

  Business Response

  Date: 05/15/2024

  Thank you for bringing ********************************************************** concerns to our attention. We take customer feedback seriously and aim to address any issues promptly and effectively.

  We would like to provide the following information regarding this matter:

  Service Visits: Since the installation of *********************************************** ** unit in July 2023, we have responded to her requests for service. Our most recent visit was on May 9th, 2024, where we addressed her reported issues.

  Charges: ********************************************* has only been charged for the initial installation of the ** unit. There have been no additional charges for the subsequent service visits or repairs.

  Current Status: Following the May 9th repair, we have not been informed of any further issues with the ** unit.

  We believe we have acted in good faith to address ************************************************* concerns and ensure the functionality of her ** unit.

  Thank you for your assistance in this matter. Please let us know if there are any additional steps we need to take.

  Customer Answer

  Date: 05/15/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  No, this is unacceptable. Woodfin did not act in good faith. It took over 8 months for Woodfin to finally take the necessary action to correct their faulty equipment and installation of their HVAC unit. 

  I am asking that they admit the original installation back in July of 2023 was faulty. Many botched attempts were made to correct their error. No admission of error has been admitted on their behalf.

  I was hospitalalized multiple times due to their error. With no apologies or offer to cover hospital bills that were acured due to their error in installation of this HVAC unit! 

  They had to come back multiple times to apply parts and pieces that were "missed" in the original installation. When I asked why these parts were not installed in July 2023, no one could provide an explanation? 

  No this is unsatisfactory customer service. I used to value ********************** as a quality company to work with. That relationship has been completely broke. I will never recommend this company to anyone. If this is how they treat their elderly and disabled community. Shameful!

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

  
  

• Initial Complaint

  Date:01/23/2024

  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.

  I had 100 gallons delivered 1/19/24. Measured oil in my tank which indicated I only received about half of the amount I paid for. Contacted management and they were rude and defensive. The delivery ticket showed he supposedly pumped 100 gallons of oil in 4 minutes.

  

  Business Response

  Date: 03/12/2024

  Concerning - BBB Case # ******** - Woodfin Heating, Inc.

   

  Dear BBB,

  I am writing in response to the concerns raised by ***************************** regarding his recent delivery from Woodfin Heating, Inc. Our records indicate that ************** placed an order for one hundred gallons on January 18, 2024, which was promptly fulfilled by our team on Friday, January 19, 2024.

  Upon receiving ****************** dispute on Tuesday, January 23rd, regarding the quantity of the delivery, we conducted a thorough review of our processes and documentation. We carefully examined the driver's route for the day and cross-referenced metered gallons, sales, and inventory records, finding no discrepancies. It is important to note that Woodfin Heating, Inc. employs GPS tracking and onboard cameras to monitor our drivers' routes, stops, and activities throughout the day.

  Furthermore, we have photographic evidence confirming that our driver delivered the full one hundred gallons to ****************** residence, as indicated by the metered ticket with a starting amount of zero and an ending amount of one hundred gallons at the delivery location.

  We take great pride in our commitment to transparency, accountability, and customer satisfaction. ********************** stands by the accuracy and integrity of our delivery services and remains dedicated to addressing any concerns raised by our valued customers.

  Thank you for bringing this matter to our attention, and please do not hesitate to reach out if there are any further questions or issues that require our attention.

   

  Sincerely,

   

   

  MadisonCantwell MarketingCommunicationSupervisor ************ AskWoodfin.com 1823N.HamiltonSt. ********, ** 23230

  
  

  

  Business Response

  Date: 03/12/2024

  Concerning - BBB Case # ******** - Woodfin Heating, Inc.

   

  Dear BBB,

  I am writing in response to the concerns raised by ***************************** regarding his recent delivery from Woodfin Heating, Inc. Our records indicate that ************** placed an order for one hundred gallons on January 18, 2024, which was promptly fulfilled by our team on Friday, January 19, 2024.

  Upon receiving ****************** dispute on Tuesday, January 23rd, regarding the quantity of the delivery, we conducted a thorough review of our processes and documentation. We carefully examined the driver's route for the day and cross-referenced metered gallons, sales, and inventory records, finding no discrepancies. It is important to note that Woodfin Heating, Inc. employs GPS tracking and onboard cameras to monitor our drivers' routes, stops, and activities throughout the day.

  Furthermore, we have photographic evidence confirming that our driver delivered the full one hundred gallons to ****************** residence, as indicated by the metered ticket with a starting amount of zero and an ending amount of one hundred gallons at the delivery location.

  We take great pride in our commitment to transparency, accountability, and customer satisfaction. ********************** stands by the accuracy and integrity of our delivery services and remains dedicated to addressing any concerns raised by our valued customers.

  Thank you for bringing this matter to our attention, and please do not hesitate to reach out if there are any further questions or issues that require our attention.

   

  Sincerely,

   

   

  MadisonCantwell MarketingCommunicationSupervisor ************ AskWoodfin.com 1823N.HamiltonSt. ********, ** 23230

  
  

• Initial Complaint

  Date:12/20/2023

  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.

  On 11/13/23 I called Woodfin for service to fix a leaking gas line. I was told I can pay for a regular service fee or sign up for a $119 plumbing program which will give me a 20% discount on any plumbing work including the current work and a 1 time free plumbing inspection. The tech came and gave me an estimate of $750. I agreed to get the job done at the quoted price(I have a copy of the job order). The leaking pipe was replaced and a bill of $631.00 came via email on 12/11/22 as well as **** mail(I have copy of both). My credit card was charged $750. When I called to ask why I was charged $750 and not the $631. I was told I owe $750 and that included the 20% discount from the plumbing program. I emailed a my complaint about the bill and **** called saying the $750 charge was correct even though the invoice sent was for $631.00 and the job actually cost $900 despite the tech job order was $750. I want to be charged the correct amount, $631, which is clearly written $631 on the invoice. Acct#******

  

  Business Response

  Date: 02/06/2024

  We apologize for any confusion or misunderstanding regarding the recent invoice you received. It appears there may have been an error in the pricing that was communicated to you initially. However, we understand the importance of honoring agreements and maintaining transparent communication with our valued customers.

  
  We want to assure you that we are committed to resolving this matter promptly and to your satisfaction. As such, we would like to extend an offer to rectify the situation by honoring the original pricing that was agreed upon.
  We encourage you to call in at your earliest convenience and request to speak with a member of our leadership team. They will personally oversee the resolution process to ensure that the pricing discrepancy is corrected to your satisfaction.

  
  Thank you for your understanding and patience as we work to address this issue. We value your business and are dedicated to providing you with the exceptional service you deserve.

  Customer Answer

  Date: 02/12/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  Date:03/13/2023

  Type:Billing 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.

  On Feb. 20/23 Woodfin installed a propane tank.On March13/23 I received a rather impolite voicemail informing me that an invoice was outstanding! Interesting as I had never received an invoice.Coincidentally on the same date March 13/23 I received an invoice in the mail dated Feb20/23 requesting payment of $2,300 by ************ post **** on the envelope was March 10, 2013.Simple math: How could I be accused of late payment given the dates articulated above?As an aside I have yet to receive a copy of the service agreement I signed prior to installation.

  

  Business Response

  Date: 03/14/2023

  ******************,  I have spoke to our team and I have been advised that you have spoken to a couple of our billing team members today.  I have been assured that we have resolved your issues.  We apologize for any confusion and aggravation we may have caused.  We appreciate your feedback and will take your suggestions to our processes into advisement.  Please let us know if there is anything we can do to help you in the future.

  Customer Answer

  Date: 03/15/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***********************
  
  
  
  

• 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 had a new HAVOC SYSTEM installed by Woodfin two months ago. I called in to report heat is not working properly on 12-26-2022...and a lady laughed in my face. I called back today on 12-27-2023 and was told I was removed off of the service list. They have yet to clean the ducts as apart of payment as well. I want it fixed.

  

  Business Response

  Date: 12/28/2022

  The customer called in on Monday 12/26 requesting service claiming the "heat was not working right."  During the phone call she was extremely abusive, cursing and using racial slurs towards our team member while they were offering assistance to schedule a technician to come to the home.  The conversation ended when the customer hung up on the person attempting to help her.  This customer has repeatedly cursed at, hung up on, and generally been abusive to our team members, as evidenced by the call log and notes history on the account.  To ensure we are providing the best possible service, our calls are recorded, including the conversation on the 26th. The recording demonstrates the abusive nature in which this customer communicates with our team members.  I called her on 12/27 and communicated that we would be more than happy to have a technician fix anything wrong, but would not do so if she continued to curse and abuse our team members.
  After the customer agreed to not abuse any members of our team, we scheduled a technician to go to the home that same day.  The heat was, and had been working ************** for 76 and heating to 76.  The customers claim of the equipment "not working right" was due to a blinking light on the equipment.  
  We go above and beyond to serve our customers, as evidenced by the large number of team members who volunteered to come in to work on a day we are closed to observe a national holiday. We will not allow any member of our team to be verbally abused, which is why we did not send anyone out on the 26th.