Complaints

This profile includes complaints for Pullman Heating and Electric, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pullman Heating and Electric, Inc.

  1045 NW Davis Way Pullman, WA 99163-2801

• 

  Pullman Heating and Electric, Inc.

  PO Box 263 Pullman, WA 99163-0263

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:07/30/2025

  Type:Sales and Advertising 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 scheduled a routine service call to evaluate my home air conditioning unit. The technician arrived, inspected the unit, and then left without making any repairs or providing documentation. After the visit, I noticed that two Novent locking refrigerant caps had been removed from the service valves on my outdoor AC unit and left loose nearby. One of the caps was damaged and cannot be reinstalled. I was not informed that these parts would be removed, and no explanation or replacement was provided.These caps are tamper-resistant safety components, and their removal compromises the security and integrity of the system. I attempted to contact the company to understand why they were removed and whether they would be replaced but have not received a clear or timely response.I believe this service call was handled unprofessionally and potentially irresponsibly. The technician made changes to my HVAC system without my consent or proper disclosure, and the business has not followed up to resolve the matter.Desired Outcome:A written explanation of why these components were removed. Written documentation confirming that the technician is licensed to perform this work in ****************. Replacement of the damaged refrigerant cap and reinstallation of both caps. Full compensation for any damages or losses resulting from removing these caps that could have been reasonable assumed by an experienced contractor who performs this work. An assurance that technicians will not perform similar actions without homeowner knowledge in the future.

  Business Response

  Date: 08/04/2025

  It is painfully obvious that this customer will not be happy so I am issuing a refund for the one hour service call that I was paid. 

   

  Customer Answer

  Date: 08/06/2025

   
  Complaint: 23679526
  
  I am rejecting this response because:

  This response is less than satisfactory and its evident this company does not want to take ownership of the poor service provided. Theres nothing to be happy or satisfied with as a customer because nothing was accomplished and theres no record of what was attempted on *my personal property* to resolve this issue. This lack of transparency is extremely frustrating.

  A second company came out and resolved the issue within a few hours but had to add 4 lbs of refrigerant to my system which has a capacity of 5.51 pounds. My total cost for this was $416 for the material; I can send the invoice as backup if needed. The tech with Pullman Heating removed an undisclosed amount of refrigerant from the system possibly due to misdiagnosing the issue. The second company also determined that the evaporator coil was frozen which Pullman Heating did not check. I believe a competent tech who performs this work should have evaluated this before making any modifications to the system. Ive yet to be provided with a report of the work done (the other company provided their report within hours.) Why am I responsible to cover the cost of refilling the refrigerant that was unnecessarily removed from my system?

  
  Sincerely,
  
  Charleston ****

  Business Response

  Date: 08/06/2025

  I do not know why this is still an issue. We refunded his money for the one hour service call as the customers were very unhappy. Now I find that they filed a complaint even before the one hour job was completed.

  What more do you expect of me?

  Trhanks

  ***

  Pullman Heating

  Customer Answer

  Date: 08/11/2025

   
  Complaint: 23679526
  
  I am rejecting this response because:
  

  Firstly, payment was taken over the phone before the tech arrived. The complaint was filed after the first day of service. I use this term loosely as nothing was accomplished. 

  I request a write up of whatever was diagnosed and performed. This is a standard practice for service businesses. Your competitor provided this within hours of completion. It has been days and Pullman Heating has yet to disclose what they did on my property. I am owed this, and the fact that the money was refunded doesnt change this. I will not close this complaint until I have this information, or we can settle and you can cover the cost of the refrigerant provided by your competitor.

  From a text exchange, your tech said they removed an undisclosed amount of refrigerant from my system. Your competitor found my system to be almost emptied of refrigerant and determined that was part of the problem. Its my stance you made my issue worse.

  Sincerely,
  
  Charleston ****

  Business Response

  Date: 08/19/2025

  This seems very simple. The customer was not happy with the diagnostic service call I made on his air conditioning system. He called our office and said he did not want to do business with us. We refunded in entirety his payment to us.

  I'm not sure what else can be done. The customer was unhappy and his payment was refunded. At that time our business relationship was terminated.

  Is there some reason that this issue should continue?  With all money refunded for the one hour service call is this customer allowed to denigrate our business and turn the BBB against us?

  I'll wait to hear from you.

  ***