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:12/04/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 8/23/24, a ********** was dispatched to perform annual maintenance on my furnace and hot water tank. A few days after this visit, an extremely high humidity issue occurred throughout the house. On 9/27/24, a second ********** was sent to inspect the system. I was surprised when he mentioned there would be a fee if he could not determine that the issue was related to the actions of the first **********, as this had not been disclosed prior to his arrival. Nonetheless, I agreed.The ********** was unable to identify the cause of the humidity but discovered a leak in the water tank. Without resolving the humidity issue, he presented me with a $291.32 charge for service and advised me to contact them again for further concerns.The leak turned out to be quite severe, causing significant water accumulation in the basement. Seeking advice, I posted about the issue on social media and received tips that led me to check the system further. I discovered a disconnected hose on the water tank. Once I reconnected it, the humidity issue was resolved.I contacted Black Lion, and they agreed to refund the full $291.32 by check due to system limitations preventing refunds to **** cards. However, on 10/7/24, I received a partial refund of $165 on my ****.Despite leaving multiple messages to inquire why the full amount was not refunded, I have not received a response. I am requesting the remaining refund of $126.32 to resolve this matter.

  Customer Answer

  Date: 01/07/2025

  My full name is ******* ***. 

• Initial Complaint

  Date:08/27/2024

  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 of Service: April 4, 2024 Amount Paid: $593 Description of Complaint:On April 4, 2024, I hired Black ************************ to install a power outlet and switch specifically for charging my Tesla. I paid $593 for this service. Unfortunately, the installation has been problematic from the beginning.Immediately after the installation, the switch began tripping repeatedly. I contacted Black ************************, and they came to address the issue multiple times (3-4 visits in total). However, with each attempt to fix the problem, the situation only worsened. Now, the switch does not turn on at all, rendering the outlet completely useless.I had my Tesla and its charger tested by *****, and they confirmed that there is no issue with the car or its charging system. This clearly indicates that the problem lies with the work performed by Black ************************.**Desired Resolution:**Given the repeated failures to fix the installation and the resulting inoperability of the outlet, I am requesting a full reimbursement of the $593 I paid for this service. I believe this is a fair resolution, considering the ongoing issues and the lack of functionality due to the improper installation.I look forward to a prompt resolution to this matter.

  Business Response

  Date: 09/08/2024

  We are happy to hear that this issue has been resolved

  Customer Answer

  Date: 09/10/2024

   
  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:07/11/2023

  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 was sold a ********** multi-head heat pump system for a building with six offices and a common area by Black ************************ At end of installation the installers did an inadequate explanation of how the system components work. Since the first change in weather after installation one of the offices has experienced glitches with temperatures reaching lows of 53 and highs of 80 degrees. I have tried repeatedly to talk to the service department manager about this, but they have a policy of no contact with knowledgeable service staff by phone. The only way to have any issue addressed is by scheduling an appointment. This is a huge problem as the offices are all used by mental health prsctitioners who are in session from early morning to evening, so understanding what service will be done, planning access to offices, and accommodating Black Lion's 4 hour appointment time window takes logistical planning. I have been told different things by the different service techs about why this system was a poor choice for the way this building is used, but no one has ever been able to explain or fix the extreme temperature swings in the office experiencing on going issues. I have tried repeatedly to reach the service manager, but the staff making appointments always states their policy does not allow this, even after I have explained the situation and begged them to ask him to call me. At this point I am hoping that asking for the help of BBB in getting this resolved will help. Thank you.

  Business Response

  Date: 07/11/2023

  Good afternoon -  We look forward to hearing back from you regarding a time to have the service manager come out and take a look at the issues mentioned 

   

   

• Initial Complaint

  Date:05/04/2023

  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.

  Had new high efficiency furnace installed and company installed the exhaust and intake pipes incorrectly. The exhaust pipe was dripping water into the attic as well as blowing the exhaust steam into the attic space. After a section of the ceiling collapsed I called Black Lion and a technician came out to evaluate the situation and stated the exhaust and intake pipes were installed incorrectly, the exhaust pipe was venting into the attic rather than outside the home. The technician fixed the issue on the time of evaluation. However, there was extensive mold damage to the attic space and eventual water damage that caused a section of the ceiling to collapse (repair is estimated to be $8,400). In working with Black Lion to have a resolution to the mold damage to the attic and ceiling they have denied any wrong doing with the installation due to roofers installing a new roof and claiming that the roofers must have done something to alter the functioning of the furnace installation. No one has touched the furnace since it was installed by Black Lion. They have chosen to not take responsibility for the incorrect installation.

  Business Response

  Date: 05/08/2023

  **** - We have been working closely with our insurance company on this.  I believe they have also been in contact with you 

• Initial Complaint

  Date:01/23/2023

  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.

  Black Lion HVAC committed to install (contract attached) Air Conditioning at my home. As per contract they are committed to install AC, and also get all required permits and I already paid full amount.Its been more than 8 months and they are still not getting the permit from city. City rejected work they have done, but as per contract they need to make sure they do installation adhering to local and state laws, and if there are any objection raised by county then fix it.Now this business (Black lion HVAC) is delaying the overall process instead of owning the issues and fixing it.Date of transaction : June 3 2022 The Amount of Money paid to the business : ******* What the business committed to provide you:Installation of Air conditioning unit and getting all the required permits (state and city and any other as per current law)What the nature of the dispute if Even after 8 months still did not get permits from City. Mentioned City rejected their plan (which is already installed) and business is trying to contest. I feel this business and trying to delay overall process by passing 12 months.Whether or not business has tried to resolve the problem Not yet. I am tired of follow-**** They just make false commitments.Account/Order/Tracking number Quote #: q13534

  Business Response

  Date: 05/09/2023

  Alok - We are happy to hear that all has been resolved.  Thank you 

• Initial Complaint

  Date:12/20/2022

  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.

  Black Lion installed my furnaces, air conditioner and hot water heater back in 2022. But after that, there was several issue about those systems: in early 2021, my hot water heater died, and I called Black Lion, no one answered my phone. I was able to re-ignite the hot water heater by myself. On Dec 2021, my furnace died, even though it was only 1 year old. And Black Lion told me to wait 2 weeks in freezing cold weather as they don't have emergency service, which was a lie, as their technician said himself was taking care of emergency call. I even paid for the service plan, so I did not get any entitled benefit from prepaid plan. I was frustrated and request Black Lion to refund my prepaid service fee, which they NEVER returned my phone call. On Nov 2022, my hot water hater died, again. And again, Black Lion asked me to wait for another two weeks until they could find someone to just take a look at it. I yelled at them and threatened to complain to BBB, they immediately said someone could take a look at my hot water heater in 3 days. I finally asked them to come and serviced my systems in Dec, which was prepaid in 2021. However, after the service, I got another $400 bill from Black Lion, for something I already prepaid! Did I mention that they never return my request for them to email me the permit for the initial installation? This was a very messed up company. DO NOT DO ANY BUSINESS WITH THEM.

  Business Response

  Date: 12/20/2022

  Good afternoon    After sending our staff home due to the offensive an beratting email ( language ) we did respond     

   

  Thank you again

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18616684
  
  I am rejecting this response because:

  I asked for a copy of approved permit for my furnace, AC and hot water heater. And I did not get it. I will not resolve this complaint before I receive the copy of approved permit.
  
  Sincerely,
  
  ***********

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18616684
  
  I am rejecting this response because:

  I did not receive the approved permit as I requested.

  
  
  Sincerely,
  
  ***********

  Business Response

  Date: 01/20/2023

  Attached are new records due to the client not requesting a date as offered     Per last response, the client needs to let us know what dates work to avoid penalties for not being home when an inspector shows up.  

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18616684
  
  I am rejecting this response because:
  

  1: The business only attached the permit APPLICATION, not the approved PERMIT as I required.

  2: Black Lion installed Two furnaces, Two AC and 1 water heater in this project, and I only saw two permit applications.

  3:The house always has adult at home any business day. Please schedule the inspection any business day and I will only resolve this case until the inspection pass and

   I receive the approved permit for all units (Two furnaces, Two AC and 1 water heater).

   

  Sincerely,
  
  ***********

  Business Response

  Date: 02/01/2023

  Its scheduled 

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18616684
  
  I am rejecting this response because:

   

  The response was sent yesterday without any information about the date/time of the scheduled inspection.  In addition, I also asked why there were only two permit applications when there were 5 units install, which has no response at all. Please answer the following questions:
  

  1: Black Lion installed Two furnaces, Two AC and 1 water heater in this project, and I only saw two permit applications. Please provide information about the missing permission application.
  2: The application was sent to me on Jan 27th, 2023. So if you schedule an inspection before that, I would not be aware of it and it was NOT my responsibility if no one is at home for inspection. 
  3: The house always has adult at home any business day. Please schedule the inspection any business day and responde with scheduled inspection time, I will make sure there is someone to let the inspector in.
  4: I will only resolve this case until the inspection pass and I receive the approved permit for all units (Two furnaces, Two AC and 1 water heater).
  5: I attached the response I got and sent via BBB.
  
  Yu
  

  
  
  Sincerely,
  
  ***********

  Business Response

  Date: 02/23/2023

  What date works for you ?   Someone needs to be there / avalalable all day as there is no time   

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 18616684
  
  I am rejecting this response because:

   

  I did not receive the approved permit yet. The house has adult at home every working day, so you're free to schedule any time. But you need to communicate in advance on the exact date and time of the schedule, to make sure there's someone at home at that exact moment for the inspection 
  
  Sincerely,
  
  ***********

  Business Response

  Date: 03/06/2023

  it will be set for wednesday  8a-4p 

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 18616684
  
  I am rejecting this response because:

  I did not receive the approved permit yet.

   

  And which Wednesday? Is that prohibitively hard to provide the Month and Day?

  
  
  Sincerely,
  
  ***********

  Business Response

  Date: 03/14/2023

  Please respond with a date and time that works. There is clearly a 2 week delay with responses 

  Customer Answer

  Date: 03/18/2023

  I did not receive the approved permit yet. 

  Sure, seemss you have difficulties understanding English. Then Tuesday, March  21st, or Tuesday March 28th.

   
  Complaint: 18616684
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********

  Business Response

  Date: 03/24/2023

  Thank you for providing a date that works for you.    We will request the 28th per your response 

   

   

• Initial Complaint

  Date:10/04/2022

  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.

  Installed ** units through black lion on March 25, 2022 and paid black lion fully for all cost including labor, materials and permit cost requested by ************************. I Have been following up with the company about permit status and permit application number for 7 months until today and no permit or answers and it always been delayed or dragged without any actions. I need to know the ** permit status with ************************ and permit application number which we have been fully paid for and get the permit as soon as possible. I also need the permit number to follow up with ************************ to see what is causing the delay and why black lion scam our customers for permit cost But not delivering a permit or even permit application number.

  Business Response

  Date: 10/15/2022

  The permits were provided and there is no refund due.   The inspections will be set according to clients schedule 

   

   Thank you 

  Customer Answer

  Date: 10/15/2022

   
  Complaint: 18166565
  
  I am rejecting this response because: I have not received the ac permit and the inspection was failed previously. I dont know when the inspection will be scheduled again and complete and pls dont close the case until everything is resolved. 

  If black lion believes the permit is complete and inspection is done, pls provide evidence or photocopy the permit to me.

  As of Today, the status is we paid the full AC installation  and permit inspection in March 2022 in full to black lion and until now Oct 15, there is no permit or succeed inspection. Pls ask the black lion dont lie or drag or fool around customer. This is hurting customer safety and trust, and damaging their business and reputation.

   

   

  
  Sincerely,
  
  ***************

  Business Response

  Date: 10/20/2022

  The Final inspections were set for Wednesday Oct 19th, per homeowners request.  Both were passed and approved

   

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18166565
  
  I am rejecting this response because:
  As I asked previously in the reply, pls provide the approved permit number or application number so I can verify with the ************************ or pls provide the evidence of the permit. 
  
  Sincerely,
  
  ***************

  Business Response

  Date: 11/01/2022

  We requested copies for you from the City 

• Initial Complaint

  Date:08/17/2022

  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.

  Paid $17k+ for a brand new furnace/heat pump and return air duct to be installed in spring of 2021. Installation did not go smoothly and had multiple issues and attempts to remedy. Have had continuing issues with the unit. Fast forward to June 2022, the unit is giving error codes and not operating properly. It took two weeks to get them out to diagnose the issue (they showed up hours after appointment window). They then schedule another appointment for two weeks later to come out and fix the unit which they no call no showed. They rescheduled for another two weeks out and technician showed up late and once again was not able to fix the issued and said a new part needed to be ordered. I have now been trying to get an ETA on part and appointment and have been ghosted. I've talked to the front office and head technician multiple times with the consensus they will call me back which they do not. I've looked up the part they ordered and can have it shipped to my house in within 3 days from multiple websites so I don't understand why they don't have the part in and keep ghosting me. I went with this company because they have a 10 year labor warranty so am reluctant to pay for another company to come diagnose when that is not what was sold to me. Their website states 100% customer satisfaction guarantee. With the issues throughout install and service life of the unit and inability to diagnose/fix properly, I would like them to give me a full refund and remove the units installed so I can have a competent company install a unit that works properly and who is be able to come out and diagnose/fix in a reasonable time frame.

  Business Response

  Date: 05/09/2023

  Thank you ****** - we are happy to hear all has been resolved