Complaints

This profile includes complaints for Peterman Brothers Heating, Cooling, Plumbing & Electrical's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Peterman Brothers Heating, Cooling, Plumbing & Electrical has 10 locations, listed below.

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  Peterman Brothers Heating, Cooling, Plumbing & Electrical

  677 Commerce Parkway West Dr Greenwood, IN 46143-7533

  
• 

  Peterman Brothers Heating, Cooling, Plumbing & Electrical

  3413 Rascal Dr. Lafayette, IN 47909-2789

  
• 

  Peterman Brothers Heating, Cooling, Plumbing & Electrical

  4470 Middle Rd Columbus, IN 47203-1831

  
• 

  Peterman Brothers Heating, Cooling, Plumbing & Electrical

  408 W Air Park Dr Muncie, IN 47303-1886

  
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  Peterman Brothers Heating Cooling Plumbing

  4324 Bishop Ln Louisville, KY 40218

  

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:04/16/2025

  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 April 1, I had an appointment scheduled for a clogged drain. When I called to cancel they suggested I get my electrical panel looked at. I agreed due to our electrical bills being over $100 higher than usual. Their salesman said it was being caused by electrical panel and it would need to be replaced. He also stressed how we were at risk of a house fire if it wasn't replaced immediately. We agreed to have it replaces but found out later that day, that it wasn't the electrical panel that needed to be replaced, but it was due to a repair that **** from Peterman Brothers didn't do correctly on 12/27. We looked at our energy bill and realized the higher energy bill started right after his "repair". We found out he wired it incorrectly and connected our furnace to run of emergency heat. We also were told that there was no danger of fire as well. We immediately texted, called, sent a message through chat and sent an email canceling the order. The loan company canceled the loan, but now Peterman said they need to keep $250 from my deposit. There was no mention of this with signing up and they made no attempt to correct their error from December after finding out their guy didn't do his job the first time. This whole experience has been a nightmare and we just want our money back from these con men

  

  Business Response

  Date: 04/23/2025

  Peterman Brothers was contacted by the customer to cancel a scheduled drain clearing. During this call, the customer requested that we schedule an ********************** estimate for a new panel as their panel was 20+ years old. A Peterman Brothers electrical field professional visited the home on  4/1/25 and identified that there was major corrosion and evidence of overheating in the electrical panel. Our field professional built several options for the customer to address the concerns and the customer chose to move forward with one of the options and placed a $689.28 deposit for the work to be completed on 4/21/25. 

   

  Peterman Brothers was not notified of any HVAC concerns until the customer contacted ********************************************* to cancel the scheduled electrical repair job. The customer mentioned that they had a friend that took a look at the panel and HVAC system and identified the issue, however Peterman has no proof of this or any report from a licensed company to support the customer's claims. ********************************************* did proceed with cancelling the scheduled electrical repair job and refunded the customer in the amount of $439.28 as the initial deposit did cover the $250 electrical permit required for the work and this fee is non-refundable (see attached signed estimate). 

   

  Peterman Brothers does not feel that any further compensation is warranted at this time. 

  Customer Answer

  Date: 04/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  They were supposed to come out and give a free estimate. The only reason we even agreed to do it was because we were led to believe it was an immediate fire hazard and was the reason out electric bills were so high. We paid a different company, ******** to come out and check out the problem and they were able to identify the the problem Peterman Brothers said they had fixed already. We paid them over $200 to fix this problem in December and have been billed $18 per month since for their "partner plan", which was also useless as well. They never offered to look at the "repair" they made in December and were ignoring my messages until I disputed the charges with my bank. At this point, I am proud to say that 3 people I recommended to Peterman's man before, have been made aware of the way you business and your attempts to scam people. Hopefully they spread the word to their friends, because I am going to continue to spread the word to anyone who will listen. Their salespeople will say anything to close a deal and are not held accountable for their lack of integrity

   

   
  Regards,
  
  **** *****

  
  

• Initial Complaint

  Date:04/10/2025

  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 offered free tuning service came and the system stopped working. Now they are offering to fix it for $3000

  

  Business Response

  Date: 04/10/2025

  Peterman Brothers was contacted by the customer on 4/3/25 to schedule a Peak Performance Tune-Up for the **** system. The customer indicated at the time of scheduling that the system was operational. A Peterman Brothers field professional went to the home on 4/9/25 and performed a full 360 evaluation of the 13 year old system to verify proper operation and safety. During this evaluation, the field professional inspected the electrical and mechanical components of the system and verified that system was operational. The field professional also inspected the heat exchanger and tested the supply air for carbon monoxide, which resulted in a positive presence of carbon monoxide. This indicates a failed heat exchanger. Due to the presence of carbon monoxide, the field professional tagged the system. For safety of the homeowner, Peterman Brothers does not turn a system back on after identifying a failed heat exchanger. 
  
  
  
  The field professional then proceeded to notify the customer and offer options to replace the heat exchanger or speak with someone about replacement options given the cost of the repairs. The customer declined these options. ********************************************* takes situations involving a failed heat exchanger very seriously and would be happy to offer to have another Peterman Brothers field professional or supervisor return to re-evaluate the findings. A Peterman Brothers Customer Experience team member will be reaching out to the customer to discuss further options for resolution. 

• Initial Complaint

  Date:04/06/2025

  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.

  We worked with Peterman and came to an agreement to have them install a brand new HVAC system in January of 2023. We worked to file for a loan with their loan company, *********, for $11,000 for the system. We received a guarantee of 15 years parts and labor from Peterman. We paid off that loan within the introductory period so that we would not accrue any interest. Within a week or so of the system being installed, it was not working right so someone had to come out and fix it to ensure it worked properly. In October of 2023, that system failed, leaving us without air. A tech came to diagnose the issue and ordered the necessary part. After waiting, when the tech came back the new part also failed. It was then determined that a new outdoor unit would need to be installed. Again more waiting occurred because Peterman had to work with the manufacturing company to send out a new unit. The new unit was installed. June of ********************************************** our garage. It turns out the pipes were not sealed correctly. That was then fixed. Now in April of 2025, the system failed again. I contacted them to come check it out. It turns out more parts failed. Again we waited while they ordered new parts and then they came to install them. 3 days after "fixing" the issue the system has now failed again. The clear lack of quality of products Peterman uses that they fail in such short time creating inconvenience and hardship for a family with a 4 year old and a 1 year old is beyond ok at this point. I requested to speak with customer service team about my recent issue with the system failing and yet I have not heard from them at all. No one has called me back. I tried calling and they said wait for someone to reach out. But in 3 days no one has reached out. At this point I am disheartened by the treatment of this business and the lack of quality they advertise. We are seeking to be given our money back and we will then be able to go with another company.

  Customer Answer

  Date: 04/07/2025

  To provide further information, I have attached a timeline document with also guarantees they have on their website that have not been met.

  

  Business Response

  Date: 04/18/2025

  Peterman Brothers installed a new heat pump and air handler for the customer in January 2023. Following the initial install, there were a couple of warranty calls due to the system not heating properly. It was found that the system was not programmed correctly to operate heat pump and electric heat kit simultaneously. Adjustments were made and a different thermostat was installed at customer request. In October 2023, the customer contacted ********************************************* with an issue with the cooling. The system was diagnosed with a bad TXV and repair was made a couple days later. A week later the customer notified ********************************************* of repeated issue. Further evaluation diagnosed a bad compressor and Peterman Brothers ultimately replaced the heat pump unit on 10/19/23. 

   

  From that date, the only HVAC visits were for routine maintenance checks on 10/31/23 and 6/28/24. On 4/2/25, Peterman Brothers was called out for an issue with thermostat. The field professional diagnosed the issue with the thermostat and also an issue with a pressure switch on the system. Replaced thermostat on 4/2/25 and the pressure switch repair was done on 4/3/25. On 4/7/25, Peterman Brothers returned for a warranty call on the air handler and diagnosed a bad transformer and hot spots on heat pump control board. Placed temporary transformer in system to get it operational and returned on 4/14/25 to install new transformer and heat pump control board. 

   

  Peterman Brothers is very sorry that the customer has had these issues with their system, however a majority of the issues appear to have been part related and not a result of Peterman Brothers workmanship. The Customer Experience team has actively been working with the customer to come to a resolution that appears to be going towards a compensation reimbursement and a period of free Peterman *************** membership. Peterman Brothers will continue to stand behind our work and correct any issues that arise with the customer's system as part of the customer's parts and labor warranty. 

  Customer Answer

  Date: 04/22/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 

  We will continue to monitor our system to see how it performs and will ask for detailed information during our seasonal checkups to ensure that things are in working order.
  
  

  Regards,

  **** *****

• Initial Complaint

  Date:02/12/2025

  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 scheduled a routine inspection and cleaning for my furnace. I purchased the home in July and inspector at the time told me furnace was older but in working order. My unit is in the garage so I did not see the technician from Peterman while he worked on the unit. He told me that I had high levels of carbon monoxide in the home due to a crack in my heat exchanger. He said that the could fix it or due to age and condition of unit, replace the furnace. It happened to be the coldest day of the year to date and he said he would have to turn off my gas and did not offer me any options to keep my pipes from freezing. He literally had me in a panic as I live alone with 3 dogs. I told him I would like to get a second opinion before making a decision.Another company came out and used a large detector that recorded to an outside company. The result came out zero. I showed him the picture of the carbon monoxide detector Peterman used, a small handheld unit with the reading. There was 2 readings . One read 0.5 ppm and the other 480. The second company stated that the larger number was not the number to look at but the 0.5. So either the technician from Peterman was either misleading me or did not have appropriate training. The second company also said that the "crack" was a puncture and not due to age or wear and tear but likely as result of someone's tool.When Peterman's was informed of my concerns, they never offered any solution. I asked to have my service charge be refunded and they stopped responding.

  

  Business Response

  Date: 02/21/2025

  Peterman Brothers was out at the customer's home on 1/22/25 to perform a peak performance tune up of the **** system that the customer had called in to request. Our field professional arrived and performed a 360 evaluation of the system to check all components for functionality, safety and manufacturer spec. During this evaluation, the heat exchanger was deemed compromised. This was determined by visual inspection of the heat exchanger and testing with a CO detector. As safety protocol, the field professional shut the system down and informed the customer of the situation. Options were built to replace the heat exchanger or discuss replacement options with a comfort advisor due to the age of the system and other issues that were identified. The customer opted to have a ****************** advisor scheduled to discuss replacement options. 
  
  When Peterman Brothers was notified of the customer's belief that the diagnosis of a compromised heat exchanger were incorrect and that they had gotten a second opinion, Peterman Brothers Customer Experience representative requested that the customer send a copy of the report from the other **** company to review with management. Peterman Brothers has not received any documentation from the customer for this report. ********************************************* does not feel that the $59 tune up fee should be refunded as we followed proper protocols and have not received any contrary documentation to review for refund consideration. 

  Customer Answer

  Date: 03/04/2025

  I tried to open responses but codes would not work. I believe they expire before I can reply? I still do not know what response was but again feel that Peterman's was very unprofessional and rude when I sent emails to the company.  What do I need to do? 

   

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

• Initial Complaint

  Date:02/03/2025

  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 June 16 2021 we purchased a furnace - a/c and a hot water tank from ***** Heating and Cooling which was bought by peterman brothers in may 2024. Fast forward jan 24 2025 my furnace quit working , so i called them they didnt have anyone available to come out until feb7th unless i signed up for they ***** month program and then they would send someone out on the following monday. i found someone else to look at it and found that the circulation motor had burned up and when he took the furnace a part it was cause the floor to be discolored or burnt because it wasn't installed correctly . we then calld Peterman brothers to come out and look at it on jan . 29th of 2025 their technician didn't even tear it a part to look at it he looked at the pictures that the guy took when he replace the motor and talk to the guy and said that he would have a meeting with his boss about what he found and would let us know . we have not heard anything back from them. it could be a fire hazard and i would like for them to fix it and stand behind their workers and products.

  

  Business Response

  Date: 02/14/2025

  While we are disappointed to hear that the customer's experience with ***** ********************** for an HVAC installation was less than satisfactory, unfortunately as that company has gone out of business, their warranties are no longer valid. Peterman Brothers purchased the contact numbers and marketing material of ***** Plumbing, but we are not able to uphold warranties that our organization did not commit to or perform the original work on. We were able to review some past ***** records and it appears that the customer had not had ***** out to perform any maintenance or service since September 2021. Along with that, the labor warranty for ***** Plumbing installations was 1 years, so that installation from July 2021 would have had it's labor warranty expire in July 2022, well before Peterman Brothers acquired the customer information from ***** **********************. 

  Our management team is still in the process of reviewing the situation to determine if we can offer any possible solutions at a discounted rate as a courtesy to the customer. 

  Customer Answer

  Date: 02/14/2025

  I have include pictures of the poor service of installing the furnace. 

• Initial Complaint

  Date:02/03/2025

  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 have an invoice dispute over a project that I paid Peterman ~$10k for. There were two parts of the project - yard sewage work and crawlspace drain repiping. My complaint is only in regards to the crawlspace work.When Peterman came to complete the work, there was a team of plumbers that arrived and went into the crawl space. However, they did not complete the repiping work - I am not sure what they did down there. They told me the work was completed and they left. I went to run my shower and it did not drain at all - indicating the work was not completed.I called to have the plumbers come back and see what happened - they sent ONE plumber back and the plumber that came back told there was a misunderstanding on the scope of the work on their end and he wasn't aware of everything that needed to be done in the crawlspace. This single plumber then took two days to complete the agreed-upon repiping in the crawlspace.Therefore, I need the additional technician and 1 of the 2x labor charges to be removed from my bill. Additionally, I was charged for 2x drywall removal. After talking with ****** in Peterman's customer complain resolution team for weeks, they agreed to remove the drywall but told me that they "stand by" the labor charges.

  

  Business Response

  Date: 02/11/2025

  Peterman Brothers was contacted to perform an ************ and also a service estimate for a drain line re-pipe. Peterman Brothers visited the home on 1/2/25 and identified that there was an issue with the drain line clogging and that we needed to have a drain specialist come out to evaluate. On 1/3/25, a drain specialist arrived at the home and provided estimate options to address the pipe issue. The customer opted to have a sewer line spot repair and a drain line re-pipe underneath the home. When the crew was out on 1/8/25 to perform the repair, there was an additional line that was identified as an issue and that required a field professional to return the following day and also a week later to install main line shutoff valve due to weather. This resulted in the job taking longer than expected and the customer logged a complaint for the extending time and some items on the invoice that were not actually completed.

  After Peterman Brothers reviewed the invoice, it was determined that the only item that was not correct was the drywall removal having a quantity of 2 instead of 1 (as agreed upon in the estimate). Peterman Brothers communicated this with the customer and also offered to compensate for the additional technician charge due to the extended repair timeline. The customer and ********************************************* agreed to adjust the final price of the project to $9,238.84. This was re-adjusted on the loan documents and customer completed all necessary signatures. At this time, Peterman Brothers considers this complaint closed with no further resolution necessary. 

  Customer Answer

  Date: 02/21/2025

  Petermans description of their resolution is mostly accurate. However, it proved to be one of the most difficult and time consuming problems to actually reach anyone that was willing and able to help with the situation at Peterman. There is no doubt in my mind that Peterman would do this to many other customers and get away with it simply due to the customers not having time/effort to fight for their money. In conclusion: complaint is resolved but I still have a sour taste in my mouth about the company and wouldnt recommend to anyone.

• 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.

  This company is scamming so many people out of money! They came to my house and diagnosed an issue stating that my sewer line was broken and damaged! They were going to charge me $29K to fix said issue. I didnt feel comfortable with that so I called another company when come to find out my secondary clean out was clogged and just needed cleaned out! I contacted Peterman Brothers and cancel the job just to be told I was to pay them $1500 for a service that wasnt needed! Ive read several reviews on their ******** page expressing how they are ripping people off for services not needed!

  

  Business Response

  Date: 02/06/2025

  Peterman Brothers was called to the ***** home on 1/20/25 for a clogged line. Customer informed field professional that they had another company out in November to snake the drain. That company was not able to restore flow, but also customer wasn't having the back up problems that they were when we arrived. During our visit we attempted to clear the line however we were unsuccessful, hitting a hard spot around 75 to 80 feet. During this same visit, we had a drain specialist come out to perform a camera inspection on the drain. When speaking with the camera specialist, the customer did mention that their children had flushed some toys down the toilet at some point in time. Options were built and the customer opted to have a hydro-jetting performed to attempt to clear the drain and gain better visibility for camera inspection (view invoice ******).

  Peterman Brothers returned for the hydro-jetting on 1/24/25 (view invoice ******). After the first pass with the hydro-jet, our drain specialist performed another camera inspection and found that the line had a section near the secondary clean out that was sticking down and causing clogs. There was also a belly in the drain line that was identified and this can also cause issues with proper drainage. Our camera specialist spoke with the waste water treatment plant and verified that the customer is responsible for everything to the city main. Options were built to perform a sewer line replacement and customer agreed (view invoice *******.

  On 1/27/25, our drain specialist followed up with customer and the customer opted to add the *** truck to the job to allow for safe excavation around gas lines that are around the sewer line. The final agreed upon price of the sewer replacement came out to $29,403.48 and the customers opted to finance this work (view invoice ******).

  After Peterman Brothers was contacted by the customers with complaint regarding the work being unnecessary due to a ball being found in a cleanout by another company, Peterman Brothers contacted the customer and agreed to come out to perform another camera inspection by a different drain specialist to verify previous findings. Customer was present during this inspection and viewed the camera inspection that took place and verified the belly in the line and the break at the secondary clean out (view invoice ******). Video footage was forwarded to customers to review.

  At this time, ********************************************* does not feel that any reimbursement or resolution is necessary.

  
  

• Initial Complaint

  Date:01/25/2025

  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 January 10, 2025, we had Petermans come out to do an free estimate on plumbing replacement of water pipes in our basement. My husband is disabled and not able to go downstairs so we were dependent on what he did. The tech took pictures and then also decided to inspect the water heater and softener (which we did not ask for or authorize). He stated that the water heater was leaking and ready to go and the softener needed adjustments. After showing my husband three estimates, one that fixes the pipes only, pipes and water heater, and then pipes, water heater, and softener. He left. When I got home that evening, there was no hot water. This water heater is less than five years old, so we called the plumber who installed it. He came, went down to basement and discovered the water heater had been turned down. Petermans knew my husband couldnt go downstairs to check so they decided to sabotage it! The original installer corrected the issue, and we called Petermans. At first, they agreed to replace the $100 that we paid the plumber to fix the issue that their tech did. Then we when got the invoice from the plumber and sent to Petermans, they claimed that they werent paying it cause we didnt call them back out. Are you kidding me!!? Why we would we call out the same ***** who tricked us to fix it?! This company is taking advantage of those who are disabled and tricking people into spending more money. We will NOT be recommending them ever to anyone in **************. The yard sign has been pulled.

  

  Business Response

  Date: 02/04/2025

  Peterman Brothers was called to the ***** home on 1/10/25 for a plumbing service diagnostic. Customer had informed ********************************************* that there was a leaking pipe in the basement, customer also requested that we evaluate the exhaust pipe for the water heater. And because the customer is a ********************** *************** member, this visit also included a full 360 evaluation of the plumbing as part of the annual plumbing system check.During the visit on 1/10/25, our field professional performed his 360 evaluation and found numerous issues with the plumbing in the home, including corrosion on the water heater, water softener leaking and multiple leaks in the piping.Options were built for recommended repairs.
  

  Peterman Brothers was not aware of any issues following our visit or given the opportunity to resolve any issues that may have arose from our visit until the customer called on 1/14/25 to request reimbursement for the other plumber coming to the home. Our Customer Experience team informed the customer that if they could provide us with the invoice from the other company, then our management team could review the job we ran and also the other company's invoice. After reviewing the job that was performed by the Peterman Brothers field professional, there was no indication that there were any adjustments made to the water heater settings.
  

  After management review, the customer was informed that ********************************************* would not be able to reimburse for the other plumbing company coming out. Peterman Brothers does not feel that any reimbursement is warranted as there is no way of verifying that there were any adjustments made during the most recent visit. 

• Initial Complaint

  Date:01/22/2025

  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.

  On January 8, 2025 I authorized Peterman Brothers to install a new ****** BTU furnace in my home. the new furnace appeared to work fine several days until the temperature dipped into the single digits and the furnace could not produce sufficient heat to properly heat my home. The system was running but the home temperature would not get higher than 65 even though the system was running 24 hours a day. On January 20th, I called and was pleased that a tech came out tat day. He said he'd downloaded an update to the system computer which "fixed the problem. He questioned why the download wasn't applied at the installation. Within 30 minutes of the tech's departure I called back to let them know the system was still not heating sufficiently. They said they couldn't get anyone out for 3 days. I no longer trust that the system is functioning properly and have asked Peterman to come and uninstall the obviously faulty system and advised them I was going to have a different company install a different unit. I have had nothing but run-around from Peterman people, threatening me that they won't be able to refund all of the cost of the new system and they'd have to schedule the appointment to uninstall the faulty system. They could not give me a date or time for that uninstall appointment. I do not trust Peterman Brothers to plant my grass, yet alone treat me professionally and provide reliable service.

  

  Business Response

  Date: 01/27/2025

  Peterman Brothers performed an HVAC installation for the customer on 1/9/25 (see attached invoice *******. ********************************************* was notified that the customer was having issues with the system keeping up on 1/21/25. A Peterman Brothers field professional visited the home that same day and determined that the system needed a system update, which resulted in the system being able to go from a temperature differential of 40 degrees to 56 degrees (see invoice ******). A short time after that job was completed, the customer notified ********************************************* that they were still experiencing issues with the system not reaching the set temperature. Because of the extreme weather temperatures at the time, Peterman Brothers was experiencing significant service demand, so the earliest available service was on 1/23/25. A complaint was logged due to the customer's dissatisfaction with the service wait time. The customer was informed by the Customer Experience manager and **** ********************** that we did not have any earlier appointments available. Peterman Brothers informed the customer that there would have to be labor charged if they opted to have the system removed and that the equipment portion of the installation would be the only refundable amount. Customer opted to allow ********************************************* to continue with the warranty call on 1/23/25. 

  On 1/23/25, Peterman Brothers' install manager and supervisor returned to perform further evaluation and adjustments on the system. It was determined after making some adjustments that they would need to return the following day to make some adjustments to ductwork in the home (see attached invoice ******). Later on the evening of 1/23/25, the customer informed ********************************************* that they were still having the same issues even after the adjustments that were made. Peterman Brothers install manager opted to proceed with replacing the 60k BTU furnace with an 80k BTU furnace on 1/24/25. This was completed on 1/24/25 and Peterman Brothers believes this should resolve the customer's issues moving forward. ********************************************* is happy to say that we were able to assist in this matter and provide a resolution that improved the heating of the home. 

  Customer Answer

  Date: 01/27/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  **** *******

• Initial Complaint

  Date:01/17/2025

  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.

  Last winter, we used Fairfield Heating and Cooling (now Peterman Brothers) to repair/replace a faulty furnace blower, which they did fully replace in March 2023. However, the blower might have been the wrong size for the furnace and the screws would not stay attached to the cage, regardless of how many times we tightened them. The night before Thanksgiving, the blower broke again. We wanted them to replace the blower correctly, but Peterman Brothers had "lost paperwork, including our warranty, during the acquisition of Fairfield Heating and Cooling."That night, their technician "fixed" the blower, remounting the blower with new screws, but left without fully testing the furnace. He did not perform a hard recent, leaving us without heat, until we figured out how to reset the system ************ temperatures dipped, the blower failed again and could not be repaired. Peterman Brothers was unresponsive about the blower warranty or to schedule a replacement, until a week later, when they installed a new blower, charging us $1200 for an hour of work. We had no choice but to pay the exhorbitant fee, as we had no heat. They also claimed our heat exchanger was cracked and we should not run our furnace, as we were in danger of carbon monoxide poisoning. OR we could buy a new exchanger at the cost of $6,432.53. Though temperatures were in the teens, we declined. We have since had R&N Heating/Cooling examine the furnace and run tests, inspecting the heat exchanger and oxygen levels, finding 89% efficiency and nothing wrong with the furnace. When asked why another company would so dramatically pressure us to replace expensive parts, he suggested that some guys work on commission, making money off those pressure tactics. We believe Peterman Brothers acted in malfeasance; they used fear, suggesting we needed to shut off our furnace on a cold night, to pressure us into buying a part we did not need and trying to get out of our warranty. They also overcharged labor.

  

  Business Response

  Date: 01/27/2025

  The former company Fairfield Heating & Cooling performed a repair to replace the **************** and ************ Capacitor on March 29, 2023 (see attached invoice #i73939). This blower motor repair is noted on the invoice to have a 30 day labor and 1 year manufacturer warranty. Fairfield Heating & Cooling partnered with Peterman Brothers at the beginning of 2024. On 11/27/24, Peterman Brothers was called out for a service diagnostic because the furnace wasn't working, we were able to make some adjustments and made an attempt to better secure the motor and housing, and system was operational upon leaving (see attached invoice. Peterman Brothers was then called again on 12/26/24 for the same issue with the blower housing not being secure and the motor not working correctly. Peterman Brothers determined that the motor was causing issues with the mounting and not working properly. Peterman Brothers provided estimate for blower motor/housing replacement. Branch manager approved a 20% discount as a courtesy as the equipment was already out of manufacturer and labor warranty from installation in March 2023. Customer approved repair and signed off on estimate. Repair was completed on 1/3/25. During this visit, the field professional noted that there were signs of wear on the heat exchanger that could present issues in the future. An estimate was given to replace the out-of-warranty heat exchanger, which the customer declined. 

  ********************************************* believes we diagnosed the issue properly, provided proper estimate for out-of-warranty blower motor replacement (including a courtesy discount provided by branch manager), and completed agreed upon repair. Peterman Brothers does not feel that any further resolution is necessary.