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:06/13/2025

  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.

  Date: 2025 Amount: $25,000 Issue: 1. New furnace was installed incorrectly. It took the company weeks to try and fix the issue, only after calling on a daily basis to complain about it did they finally send someone out to fix the issue. 2. My personal property was damaged from their service. They have been rescheduling for months to remedy this issue and don't answer my calls.I paid for a membership and they still don't take my calls.

  

  Business Response

  Date: 07/08/2025

  We have visited the customer and reviewed the work done, as well as the damage done to their property. We have coordinated, supplied and paid for repairs and/or replacement of damaged parts. All repairs have been completed, and an appropriate reimbursement has also been sent to the customer. This matter is resolved. 

• Initial Complaint

  Date:05/15/2025

  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.

  Date: 02/14/2025 Paid : ********* Purchased: New heat pump and furnace Issue: Dear services came out to check our furnace system that stopped working during the coldest part of the winter. Dear services checked my Electrical panel and confirmed that I had room on my existing panel to install the heat pump. We then agreed to have the system installed, signed and secured financing. Once they had our financing secured, everything went downhill from there. Not only did it take months to get the project finished with numerus no call no shows for scheduled appointments but when they were out here doing the electrical work, they disconnected my generator adaptor and used it for the spot on my panel instead of installing a new breaker. They told my wife (who knows nothing about how the panel works) that the generator outlet was incorrectly installed and that it would have "blown up" had we used it. This was not true whatsoever so the following day I contacted the manager ***** ********** and he agreed to send his electrician back to reconnect the generator outlet but still told me that it was originally installed incorrectly but stated they would take care of it with no charge. (I have the entire conversation on text). After multiple no call no shows to have this work done, they finally sent out the electrician and when he got there, the electrician completed some other work and told me they needed more parts to reconnect the generator outlet. I immediately called and texted ***** again and he assured me they would take care of it. Once they got everything done with the system so that it would pass the inspections, I was then informed they would NOT be taking care of the generator outlet as agreed to. I sent a certified letter to them demanding they fix the generator outlet and received a response back stating we were told up front that the panel didnt have room for the heat pump and they had to use the generator spot for the heat pump which is a blatant lie.

  Customer Answer

  Date: 05/29/2025

  Hello,

   

  The business has fixed the issue and reinstalled my generator outlet. The only concern I have is they said it doesn't need an electrical inspection but I haven't been able to confirm this with L&I.

   

  Thank you

  

  Business Response

  Date: 06/11/2025

  We are committed to our customer's satisfaction and safety, and always strive to work through misunderstandings in a way that benefits everyone. We have followed up with this customer, and have resolved his concerns as of our last visit on 5/21/25. 

• Initial Complaint

  Date:04/24/2025

  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.

  DEAR sent a tech to look at my furnace, that was working but not as wanted. During the inspection the tech turned off my gas supply line making it appear that my furnace would not work. The tech had a "Supervisor" come out; he gave me the speech about needing a new furnace and duct work. He quoted me a price of $40,000 and said they have financing available. I told him that it was too much for me to put out that kind of money. He then broke the price down to $10,000, I said no thank you and they left. I later called another company, and they found that the gas supply line was turned off, they turned it on and said my furnace was fine for another ***** years. The heat came on and it has operated great since then. The other guy didn't want paid but I paid him for his time; 30 second fix. I just don't want anyone else to fall victim to their tactics.

  

  Business Response

  Date: 04/25/2025

  We are sorry to hear that the customer did not like our recommendations, and we understand and respect his decision to decline a solution. In cases of damage, cracks, or significant rust in the heat exchanger, which was found in this home, we are obligated to disable, or turn off the gas to the unit for the safety of the occupants. Certain damages to heating units can release toxic fumes into the home, which put families at risk. The solutions that were provided were intended to permanently resolve the problem and ensure safe operation of the customer's system. The customer has the right to modify their own home, to seek a second opinion, and is not obligated to accept any remedy. We do, however, hope that the customer will consider replacing their equipment soon to avoid carbon monoxide exposure or further issues.

  Customer Answer

  Date: 04/28/2025

   
  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:04/07/2025

  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.

  On 02/26/25, Dear Services were contacted because we were having electrical issues with the power going out of one of the rooms. We were given an estimate of costs to have all breakers, switches, and outlets replaced for the cost of $21,765.67 ( which is financed by a company Dear Services provides). That same day an electrician stopped by to assess what parts were needed to start the following ****** took them two days to complete the work. On 03/04/2025, we were contacted by the financing company (*********) to confirm that the work was done to release the funds because they received a notification of a completion on work, and we confirmed the work was done. An electrician was called out again because we were having issues with one of the switches not working, and was told that there could be an issue with the fixture itself. On March 20th, a licensing & permits Person came out to check the work that was done by Dear Services, to confirm if the work that was done coincides with the permits that were submitted, but he was not able to confirm what was actually done and if it was done correctly so he failed the inspection so that an electrician from Dear Services will come back with him and walk him through everything that was done. I had not received any further contact to reschedule the inspection again, so I called on April 2nd and was told that there's an appointment set up for April 7th. I assumed that the appointment was for an electrician and the guy for inspections to do a walk through to make sure everything was done but it was only an electrician that showed up and he stated that there are breakers that needed to be ordered and he was not sure when they will be able to come back out to get the job done that it would be a waiting period because an order needed to be submitted for the breakers.

  

  Business Response

  Date: 04/17/2025

  We are sorry to hear that the customer has not received satisfactory service. We have visited the customer on 4/10/25. All corrections have been completed, and we anticipate a passing inspection. We believe that we have addressed all of the issues raised by the customer. 

• Initial Complaint

  Date:02/17/2025

  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.

  They had know right striping all my copper pipes out of my home and when I told them I want to recycle my copper pipe had a bin with note they said they would gave me a small copper pipe considering they Over Charged my senior mother ********* for them to rob my copper this company need to be shut down !!!!! Calling all Senior lets picket there doors and block there customers from going inn

  

  Business Response

  Date: 02/25/2025

  We are sorry to hear that the customer's daughter is not satisfied with the job done at the home. It is our normal policy to properly dispose of the old hazardous materials from completed jobs for the customer's convenience and safety. Although we understood that the copper was to be kept, we cannot speak for the remediation company that addressed the leak, performed the cleanup at the home and disposed of the waste and materials as they normally do. We are sorry that we did not meet the material request to her satisfaction, however, the cost for the project is appropriate for the work done. 

• Initial Complaint

  Date:01/28/2025

  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.

  Dear Services scheduled an appointment for contracted services, to redo an electrical sub panel they installed, that failed electrical inspection. Appointment was scheduled for 1.28.25, between the hours of 8am-12pm Dear Services did not communicate that technician would not be arriving between hours scheduled. Dear Services did not communicate when no one showed up.Dear Services had to be contacted, regarding this appointment they set, to find out why electrician/technician was not showing up for appointment. Dear Services did not have a reasonable explanation, reason or even excuse for why they dropped the ball on appointment, again. Dear Services did not reschedule. Home is waiting for sub panel project contracted with Dear Services to be completed and to pass inspection.

  

  Business Response

  Date: 02/12/2025

  We are sorry to hear that the customer is not satisfied with our communication during the project at her home. We apologize for any erroneous messages or notifications that may have been sent out by our system automatically. We have followed up with the staff to ensure that notifications only are sent out when the appointment is confirmed and all necessary parts have been delivered and are available. 

  We have spoken with the other homeowner and discussed the timeline and next steps for their project. At this point, both the major electrical and plumbing work have been completed and are ready for the inspection. The remaining finish work will be completed according to the request of the customer in the last week of February. 

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22869150
  
  I am rejecting this response because:

  It doesn't negate the fact that technicians did not show up at all for a scheduled appointment by this business, and did not reach out about rescheduling. In fact, when my husband called to see what happened, there was a story about an employee that had surgery, someone else was taking over account, and they would have to reschedule with no excuse as to why a scheduled appointment was a no show. This is not about not showing up on time or showing up outside the scheduled appointment window of 4 hours: NO ONE SHOWED UP, NO ONE CALLED. It should be noted he was unable/unwilling to reschedule on the phone, instead saying he would get back to him regarding schedule, which took several day after the missed appointment, just to reschedule. 

  Also, re: plumbing and electrical work "done" the work failed inspection multiple times, so had to keep scheduling to get out and do the contracted work up to code, and to pass inspection. For both electrical and plumbing. 

  The fact is, this company has fallen short in a number of way, multiple times. While we are no longer going to be contractING work with them again, at any of our properties, this doesn't negate the fact that this complaint is about a specific action, or non-action, and completing the job has nothing to do with the fact that they DID NOT SHOW UP FOR A SCHEDULED APPOINTMENT, AND DID NOT FOLLOW UP THAT DAY.

  Please know, as a direct result of their actions, and lack of professional courtesy, and doing what they say they will do, they have lost a client. 

  
  Sincerely,
  
  *** *****

  Customer Answer

  Date: 02/20/2025

  Desired resolution is to post my original complaint. No resolution was offered from business, only excuses.

  potential customers should be aware that doing business can be time-consuming, frustrating, and necessitate unnecessary effort to get a tech out. 
  

  professional courtesy through communication and clarity is a baseline a business should provide consumers. This has been a consistent problem with this company.

  it stands that they did not show up for a scheduled appointment, and in no way communicated that they would not be there. With other options for doing business, this is an unforgivable offense at this point. There is no excuse for wasting customers time.

• Initial Complaint

  Date:01/25/2025

  Type:Order 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 had Dear Services come to our home when we had a water leak. The initial person was kind and compassionate and willing to help us. He had to "call his supervisor" who was the read hard sell. As seniors, we have no discretionary income to assist us in our repairs on our home. The man quoted $40K to fix the issue. We nearly keeled over. We asked him instead to close off the pipe, and signed an estimate for approx $2600 believing it would require lots of time and materials.The man left but not after a continuous sales pitch that was very condescending. We had no water and needed it repaired and were taken advantage of by this man. We contacted them after with the 3 day right of recission that was on the contract and they told us "you signed this" so too bad.This company has been listed on **** and ****** reviews as doing this predatory behavior to seniors, but we only saw it AFTER our experience. This company is ripping people off. We had another person come say the $40K estimate is NUTS. They quoted $13K for all of it.

  

  Business Response

  Date: 01/30/2025

  We are sorry to hear that the customer is not satisfied with the plumbing project done at their home.

  The customer was aware of the projects scope, pricing and payment terms at the time of sale, and prior to the work being completed. Our flat rate pricing is given up front, and includes all aspects of the installation, including removal and disposal of existing materials, parts, labor and installation by a licensed and insured plumber, and the warranties and guarantees to cover the work done, no matter how long the project takes. The shorter length of time taken to complete the project only shows the professionalism and experience of our technician, and is not representative of an easy task or low value.
  

  Our plumbing experts are obliged to share information as they discover it, along with solutions for the benefit of the customer. The alternative options that were given for a home repipe were for the customer's benefit, and there is never an obligation to move forward with any work. The investment cost presented for a repipe of their home is not unreasonable, considering the condition, size and amount of work to complete the job, had they moved forward. The customer always has the right to seek alternate opinions and estimates. 
  

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22857378
  
  I am rejecting this response because:

  
  This reply is not aligned with the remedy for this issue. We asked for a small fix for this issue, they did NOT re-pipe the entire home because that estimate was $40K! We have since had several places quote us $12K dollars for the re-pipe. This was to shut off a faucet. $2600 to shut off a faucet. The contract stipulates a 3 day right of recission. The vendor clearly saw an opportunity to take advantage of an older person, as they have done in the past according to **** and other analyses of their company. The work done took then less than an hour. We are willing to pay them $500 for parts ad labor, but $2600 was too high a quote and they did not even realize this complaint was not for $40K but for $2600.

  This company is stealing from seniors and needs to be investigated immediately.

  
  Sincerely,
  
  ***** And ***** ******

  

  Business Response

  Date: 02/07/2025

  We fully understand the complaint that was brought, which is why we responded to each of the points raised. We will reiterate the responses here:
  

  The project was a total cost of $2,584.00. The amount was understood and agreed to prior to our work beginning. The scope of the project was to rebuild a toilet, and to cap off a plumbing line which was located under the house in the crawlspace. Our services are flat rate priced by the task, and we do not discriminate based on the age or status of the homeowner, or any other external factors. Our plumbing professionals report their findings to the customer, and build solutions based on their findings. We are interested to hear that alternate opinions were sought for the repipe, however, we do not price match other companies, and do not give discounts or refunds for projects that have already been agreed upon and completed. We hope that the customer can understand the value of a qualified plumber's time, labor and expertise, as we certainly do. If the customer wishes to pursue other opinions for the remaining work recommended for the home, they have full right to do so. We do hope that they seek out qualified, licensed and insured plumbers for their home'e upgrades. There is no refund or reduction due for the work that was agreed upon and completed. 

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22857378
  
  I am rejecting this response because: the man indicates it was to rebuild a toilet. There was nno rebuilding. The repairman installed a flap. That is it. Yes, they capped the outside faucet. I am willing to pay $500 for that. Which is a more than fair payment

  Certainly not worth over two thousand dollars.
  
  Sincerely,
  
  ***** And ***** ******

• 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.

  Project started in August. Company came out and did some of the work but now has been dragging their feet in finishing the project. They have came back multiple times and seem to never have the right parts. After L&i came out to inspect the work they decided not to sign off on the work and want the company to come back. Since L&i has came ive had 8 canceled appointment same day with no compensation, refund, or credit. They have had a bedroom without power for two months now and seem to be refusing to finish the work that was paid for and to fix problems they made. It is now mid December and the issues still are fixed and L&i has not been able to sign off since they still have yet to finish the simple work remaining.

  

  Business Response

  Date: 12/24/2024

  We intend to complete the remaining tasks of the project and bring it to full completion on our next visit - 1/2/25. We believe at that time, all issues will be resolved. 

• Initial Complaint

  Date:09/13/2024

  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.

  We called Dear Electric because out air conditioning went out. They came out on three separate occasions. They informed us that we needed a new *************** The total for the product and services was $2500.00. When all was said and done, a small part was added to the conditioner, and the mother board, that I paid for was not put in the unit. (It was an expensive piece.) When I asked for an itemized itinerary, they sent me a copy of the bill twice. I need the itemization for insurance, which will not be paid with out the itemization. We have called the Company more than twelve times. They called back the first couple of times and made some excuses, now they refuse to return our calls all together. I just want a refund for the parts not used, an itemized list of services, and a refund for the part(s) not used, that I paid for. I have never complained about a company before, but this is a great deal of money for me and I would like the money back for services/items that I paid for and services not used.

  

  Business Response

  Date: 09/25/2024

  We are sorry that the customer has developed a dissatisfaction with the repair that was done at their home. Their project included 1 repair with all the parts and labor included, and a 1 year warranty. Although the customer may not be familiar with ************* the small part that was used to repair the furnace is a major component and is considered a major repair, as well as the reprogramming of the system to ensure its proper function. The customer received a repair to their furnace, which is now working properly. The invoice that we provide is the final version, and we do not break out our task-based pricing any further than what is contained in the invoice. The invoice has already been sent to the customer at their email on file. There is no refund due, as the general repair task was completed and the customer's unit now functions properly. 

  Customer Answer

  Date: 09/28/2024

   
  Complaint: 22283585
  
  I am rejecting this response for several reasons, The second ********** that came out said that we needed a new motherboard and had to pay for it in advance because it was an expensive part, $2500.00. When I asked why it was so much, I was told the part was expensive and they had to insure our house and the ********** because it can be precarious to install. We paid and ordered the part. Two days later, a different'/third ********** came out. After examining the unit this ********** immediately said that we don't need a new motherboard. He was able to fix a wire and put another grounder outside near the unit. The ********** did take another part outside to install in the air conditioning unit, but he didn't. In fact, he left it behind on top of the unit, which we still have. Yes, this ********** did fix the problem and did so in less than an hour and took the expensive new motherboard with him. I am willing to pay for what was done which was probably less than $500.00, not $2500.00.  Also, I've asked repeatedly for an itemized receipt. The reason for this is that the unit is only three years old and still under warranty with the original company. However, this company had no **********'s in the area when we needed them and said that they would reimburse us for up to $1200.00 since it shouldn't cost more than that. I would also like to say that between my wife and I, we called the company no less than thirty times since May and only received two calls back, one to her and one to me.. Both "supervisors" said that they completed the work and that they don't do itemized receipts.100% unacceptable!!!
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:07/15/2024

  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.

  After fixing our air conditioner, they sent two invoices with duplicated line items. One invoice has the same item twice and the other has one item that appears on the former invoice. I have asked for an itemized line item invoice so I can track to see if I have been overcharged. I have called 6 times over the last 4 weeks and each time the call center staff say somone will be in touch within 48 hours but no one has called. I sent an email to management and asked them to review my request before I contacted BBB and no one has contacted me yet. I would like to make sure that this company is not over-charging me by duplicating items on their invoices.

  

  Business Response

  Date: 07/23/2024

  We are sorry to hear that the customer is not clear on the ******************** that were completed at their multiple visits. DEAR Services does not provide further breakdowns for invoices beyond our normal format, which has been delivered to the customer already. The duplicated line items on the invoices represent different tasks that were done at different visits, which we will explain. 

  The first visit to the customers home in May included a "leak search and recharge" and a "minor repair" for the outdoor unit. When the install tech went out to complete the leak search and repair he found additional issues with the system that needed to also be repaired and requested for the Service Tech to come back out and quote for the additional work that also needed to be repaired. 

  The work that was completed on 6/12 includes: "REPLACE LOW PRESSURE SWITCH, FILTER DRIER , LOW VOLT THERMOSTAT WIRE GOING TO OUTDOOR UNIT AND RECHARGE SYSTEM. This estimate includes all parts, materials, and labor to repair leaks in refrigerant sensory connector, and replace defective sensor. We will cut out failed sensor and assembly, braze in replacement, vacuum remaining charge and purge lines with nitrogen to ensure contaminants are free from linesets. Also includes replacement filter drier per manufacturers requirement. Includes rerunning 18/6 stat wire on exposed wiring to protect system" 

  The customer was charged for the ******************** they received. The general nature of the task names can sometimes mean that the same task is listed for different activities. We do not believe any of the line items were incorrectly duplicated.