ComplaintsforWoodfin Heating, Inc.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Im renting a home that was using an oil furnace. I paid for 100 gallons of oil which was $400 at the time. My furnace needed to be relit, so I wasnt able to use any of the 100 gallons until it was. When they came to relight it, the tech had to disable the furnace because it had a crack in it.The landlord got Woodfin to remove the oil tank and replace the system with an air handler. The oil that I paid for was still in the tank. I was never reimbursed for the oil. They basically let me pay $400 for oil, took the tank with the oil I never got to use still in it, and didnt credit the $400 back to my account.They want me to still pay for the oil because when they take the tank they have to take it to another company or something. They basically want me to pay because they, as an oil company, dont have the capacity to remove oil from a tank they removed from the home. Im not really sure how that is my issue. I wasnt notified the oil would be taken away and I didnt ask them to remove the tank. The president told me they did a service, yes and you got paid!One of the managers tried to say if you got a full tank of gas for your car and then it broke down, do you think you should get that money back? NO, but the actual situation would be if the gas company came and took the gas out of my broken down car, then yes I would want the money back.Its really shady and just stealing honestly. One time they signed me up for a subscription, but they werent allowed to do that because Im not the home owner. They had to refund me. They are just a really shady company and dont know how to talk to customers. I just dont see any logical way that I should have to still pay $400 for oil and I didnt get to use a drop of it. Everyone, even the president is saying I dont think youre wrong, I agree with you, but, no, there are no buts. Its wrong and theyre just cheap.

  

  Business response

  04/21/2022

  We certainly understand how this situation has created frustration for **************. The owner of the home requested that we convert the homes heating system from oil to a heat pump after the oil furnace was deemed unsafe to use. This conversion required the removal of the oil tank and the proper disposal of any product in the tank. The homeowner paid us to remove and dispose of the oil and we paid to have it properly disposed of. We feel confident that this matter can be resolved between the homeowner/landlord and the tenant (**************) through a conversation between the two.  

  Customer response

  04/21/2022

  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.
  
  I have spoken with the landlord and they said they have been trying to

  reach out to you. They said no one is returning their calls. Theyre looking for a credit for the oil that was taken. They didnt feel they should have to reimburse me when they werent reimbursed. All of this information shouldve been handled before the service was done. Taking 100 gallons of oil back and no one is informed of the process of what happens next is definitely not my fault as a tenant and the landlord shouldve been notified. Just as they were notified the price of the other services Woodfin performed, they shouldve been notified of this service for removing the tank that still had oil in it.
  
  Regards,
  
  *********************
  
  
  
  

  
  

  

  Business response

  05/20/2022

  Better Business Bureau:
  We certainly understand how this situation has created frustration for **************.The owner of the home requested that we convert the homes heating system from oil to a heat pump after the oil furnace was deemed unsafe to use. This conversion required the removal of the oil tank and the proper disposal of any product in the tank. The homeowner paid us to remove and dispose of the oil and we paid to have it properly disposed of.  We have spoken homeowner/landlord again and confirmed that the work performed was to his satisfaction.  We feel confident that this matter can be resolved between the homeowner/landlord and the tenant (**************) through a conversation between the two. Because this complaint seems to be a miscommunication between the homeowner/landlord and the tenant.  We ask that the complaint be removed from our account and settled between those parties.

  Customer response

  05/23/2022

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  The landlord said they would reimburse me once Woodfin reimbursed them. This hasnt happened so Im still not satisfied.
  Regards,
  
  *********************
  
  
  
  
  

• Initial Complaint

  03/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I called Woodfin Oil @ 8:30 am this morning & spoke to answering service whom asked if this was an emergency & I said yes it is I am out of oil she said someone would call me so a man by the name of (Blake) called me & i told him I am out of oil could they deliver oil today ? he told me NO it would have to be tomorrow so I said ok. I then went back online & read their website again & it clearly says (24) emergency service that they never close, free re-start, no matter what time of day ? I then called spoke to answering service AGAIN & she told me I would get a call. (Blake) called me & I told him what I had just read & he told me that emergency service did NOT include oil deliveries I then told him that it does NOT say that any where on there so I asked for the owner's name & phone number but (Blake) just said the manager's name & number NOT the owner ? (Blake) then went on to say the only thing he could do for me today was to deliver (10) gallons today that it might get me through the day but he didn't think it would get me through the night & if I wanted him to do that it would cost ($******) to come out plus the fuel ? I then asked how did that help their company sending delivery men out to deliver only (10) gallons of oil with the price of gas being so high & how did that help the customer ? I said if they can deliver (10) gallons why not just let them deliver the requested amount that the customer needed ? so I said then it's not an emergency service (24) hrs a day ? he then replied not for oil deliveries ? I said that is not exempted online heating is included on that emergency list ? I now have to wait until tomorrow which is Monday with snow on the ground before I get my oil delivered !

  

  Business response

  03/24/2022

  We have reached out to this customer without success to go over the multiple options to help prevent her from running out of fuel again. We feel confident we can help with managing her homes oil usage and resupply timing to prevent future inconveniences. We will continue to try and make contact with her.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I emailed the attached letter to Woodfin's president, Jack *******, regarding the damage to my parents' closet as a result of Woodfin's improper HVAC installation. He has ignored the letter. His email: *******************. I'm requesting that they repair the damage they caused OR cover the costs of having someone repair it.

  

  Business response

  12/23/2021

  Four years after we installed the HVAC System at the **** residence a manufactures installed clip failed allowing condensation generated through cooling to enter into the linen closet below the air handler. It was not immediately apparent to the homeowners as the towels being stored soaked up the water until they became saturated after quite some time. After a call from the homeowners, we dispatched a technician to the home and identified the failed factory clip as the problem. We installed a fix we feel is superior to the manufactures and are confident this problem will not reoccur. We would not classify the original installation of the heating and cooling system as poor or substandard but rather a failed factory part that led to an unfortunate situation years later that we honestly feel like was not predictable by anyone involved. Mr. And Mrs. **** have been great customers and we certainly do not want this to change over something neither of us could have prevented. We are currently working with the **** family to have their closet water damage repaired and a complete review of the entire systems performance to help prevent future issues. We look forward to getting their closet back to a usable state again and hope this matter resolved as soon as possible.
  

  Respectfully,                                                                                                                                                                 

  Travis R*****                                                                                                                                                        

  General Manager                                                                                                                                             

  Woodfin, “Your Home Team”

  Customer response

  12/29/2021

  I disagree that Woodfin is currently "working with" us to resolve the damage to my parents' closet.

  What has happened so far:

  I received a call from Travis R***** on Tuesday, December 21st while I was in an airport. He said that Woodfin would take care of the repair in one of two ways: complete the repair themselves or pay for my parents to hire a contractor. I told him that I would speak to my parents and get back to him. Because Woodfin did not properly install the HVAC system (which is what led to the leak), my parents want to bring in an independent contractor to complete the work.

  On Sunday, December 26th, I emailed Mr R***** to tell him what my parents decided. A copy of the email is here:

   

  
  
  to travis, me
  
  Dear Travis R*****,
    thank you for your call on Tuesday in response to my concerns about the water damage to my parents' closet as a result of Woodfin's HVAC installation. It's reassuring to know that Woodfin has agreed to cover the costs to restore the closet to its original state.
  
  I spoke to my parents regarding your suggestion to have Woodfin complete the repairs or to secure their own contractor. My parents would like to use a contractor of their choice. I'm writing to learn from you the process by which Woodfin would prefer to cover these costs. We will have an estimate for you this week.
  
  
  We would still like to have Woodfin come out to resolve the ongoing problem of a different AC unit functioning improperly, mainly the AC refusing to work at inopportune times during the hot summer months. 
  
  
  Sincerely,
  
  
  ***** ****

   

  It does concern me to learn that Mr. R***** posted a response to the BBB's inquiry on Monday, but, as of today, has not responded to the email I sent to him on Sunday.

   

  I hope that Woodfin does intend to honor their commitment to repair the damage they caused, but their failure to respond to my email yet again does not inspire confidence. 

  
  
  
  
  
  Regards,
  
  ***** ****
  
  
  
  

  
  

• Initial Complaint

  08/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After getting my HVAC system replaced by Woodfin more than 2 years ago. I have had no further interactions with the business and received no additional services from them. However, they began sending me invoices for services that I did not solicit nor receive. This is nothing more than an attempt to defraud me and likely many other consumers.

  

  Business response

  08/10/2021

  Having maintenance performed is crucial to the performance, longevity and manufactures warranties of your homes mechanical systems. We included two years of maintenance agreements for free with the installation of Mr. ******** new equipment. There were multiple attempts over the past two years to contact Mr. ****** to schedule his annual maintenance, covered within these maintenance agreements.
  

  There was no intention to defraud him.  Our system auto generated a renewal invoice on year three of the maintenance agreements. There is no obligation on a customer’s part to proceed with the plan.  We just ask that the customer communicate with us that there is no interest in renewing the agreements. Then we would remove the maintenance agreement(s) immediately without hesitancy.
  

  Since this complaint was filed, Mr. ******** plans have been cancelled and he will not be receiving anymore communication from us regarding this matter.  However, if he is still interested in having the tune ups performed, covered under these plans, we would like the opportunity to still provide those to him.

  Customer response

  08/10/2021

  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.

  While I accept that the non-requested charges were removed, Woodfin openly admits to automatically adding the charges to my account. They then followed up with predatory phone calls and emails attempting to collect payment for these charges. This is a classic case of invoice fraud and future customers should be made aware of these predatory tactics. I was a service manager for many years and I would never have imagined using such tactics against my customers.
  
  Regards,
  
  ******* ******
  
  
  
  

  
  

• Initial Complaint

  07/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 20, 2021 a tankless water heater was installed by Woodfin after quotes were received from other firms (paid more to go with Woodfin). The installation of the tankless water heater involved the removal of the existing water heater and a roof contractor to provide a new exhaust through the roof,. After installation it was determined that the tankless water heater installed by Woodfin was not producing enough hot water and was shutting down inadvertently resulting in no hot water since installation in our house. It was later determined that a new gas line needed to be run which is increasing the cost (which was never quoted) by $*****. It has been 4+ months we have been without Hot Water and there is no final resolution by Woodfin other than we need to pay more due to their error.

  

  Business response

  07/30/2021

  We apologize for the inconvenience to your family and are frustrated by the delays also. On our initial consultation at your home, we overlooked that the gas line was undersized for the tankless heater. This discovery led us to investigate the entire existing gas system from the meter to inside the home. We found the homes original gas distribution system was set up for high pressure but the gas company was delivering low pressure gas to the home. This quickly turned into a very unusual set of circumstances that in my 21 years at Woodfin I have never personally seen. We have called Columbia Gas and have placed the request for a service and pressure upgrade to your home. They will have to rework the below ground valve in the street and replace your gas meter on your home. This work order request has been in place for months. I personally called today numerous times and have been assured the work will take place during the first week of August. We made an oversight initially that was a small blessing in disguise unveiling a much larger and long-standing problem with the homes gas distribution system. This is no excuse for poor communication or the original oversight as this problem would have been better to discover before any work began an we apologize for the inconvenience this has caused your family. We will continue to follow the gas companies progress, communicate our findings quickly and clearly while working with you to ensure your homes gas distribution system is safe and proper.

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

  General Manager

*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. ↩