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:01/14/2025

  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 purchased a new HVAC unit in my home not even two years ago. From sals heating and cooling. Since the unit has been installed I have had technicians out to my house over five times to service the unit. Both ac and heat related issues. The thermostat not working correctly etc. last winter they were out twice because the furnace wasn’t working properly. I’ve asked multiple times this be replaced because obviously something isn’t working properly. They keep sending out technicians who tell me a different story each time about why it might not be working all for the person to leave and it begin doing the same thing getting cold in the middle of winter. They tell me the heat is working fine when they show up. But of course magically when they leave it begins dropping in temp. So this morning wake up to 12 degree weather outside and my thermostat set on 72 within an hour begins dropping it is showing 69 now. Their customer service is terrible. Each technician tells me they will take notes and then the next person comes out and informs me no notes were taken. Even from the start it wasn’t installed properly was told I need to have a certain return covered in my basement. The following couple technicians informed me no notes taken and they didn’t think it needed covered. Low and behold a year later a “manager” came out and informed me that of course that return actually did need covered. End of the day to many issues for having it only two years. I want a solution. Their customer service manager is Jason who shockingly every time I call to speak to him is busy and will give me a call back. Hopefully my furnace can be fixed before it gets down to 6 degrees next week.

  

  Business Response

  Date: 01/30/2025

  Dear Better Business Bureau,
  
  This letter is in response to the complaint filed by Zach L**** regarding their HVAC unit installed by Sal's Heating and Cooling approximately two years ago. We understand Zach L****'s frustration and appreciate the opportunity to address their concerns.
  
  We acknowledge that Zach L**** has contacted us multiple times for service related to their HVAC system.  Our records indicate that on each occasion, our technicians were dispatched promptly to diagnose the reported issues.  It's important to note that during each of these service visits, our technicians were unable to replicate the reported problems with the unit itself.  The system was thoroughly inspected and tested, and no malfunctions were found.
  
  We also understand that Zach L**** has acknowledged the age of their home and the potential for other factors, such as insulation, windows, and doors, to impact the home's temperature regulation.  Given the extreme sub-zero temperatures experienced recently, achieving a consistent 72 degrees in an older home can be challenging, even with a properly functioning HVAC system.  Our requirements to size equipment are set to the standards of Ohio to avoid oversizing. A temperature of 69 degrees under such conditions is within an acceptable range.
  
  Regarding the return air issue in the basement, we acknowledge there may have been some initial miscommunication.  We appreciate Zach L**** bringing this to our attention.  Upon further review, a manager was dispatched to the property and confirmed that the return did require covering. This issue has since been rectified.
  
  We strive to provide excellent customer service and regret any inconvenience Zach L**** has experienced with communication.  We are addressing internal communication protocols to ensure that notes are consistently documented and shared among technicians.  We also want to assure the BBB that our customer service manager, Jason, makes every effort to return calls promptly.  Occasionally, call volume can impact response times, and we apologize for any delays experienced.
  
  While we understand Zach L****'s desire for a new unit, our diagnostic findings do not support a replacement currently.  The HVAC unit is functioning as designed, and the issues reported have not been able to be duplicated by our technicians.  Furthermore, Sal's Heating and Cooling is not the party who would authorize the replacement of equipment under warranty. That is the sole decision of the manufacturer of the equipment that was installed. We are committed to ensuring the continued proper operation of their system. We would be happy to schedule a further inspection with a senior technician to address any remaining concerns and discuss potential solutions for improving the overall heating efficiency of their home, such as checking for air leaks and suggesting improvements to insulation.
  
  We value Zach L****'s business and want to ensure their comfort. We believe a collaborative approach, addressing both the HVAC system and other potential factors in the home, is the best way to achieve a satisfactory resolution.
  

• Initial Complaint

  Date:10/02/2024

  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.

  They sold me an item and they cannot meet the demand to fulfill what they sold me. Been waiting for the chimney guy for over two month and I would like this resolve as soon as possible

  Customer Answer

  Date: 10/02/2024

  I want the item that I paid for done. Done by this week. Been waiting for over two month and finally have to contact them for something that they should have contacted me about. So I my chimney insert installed by the weekend

  

  Business Response

  Date: 10/18/2024

  Dear *******,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience you have experienced regarding the installation of your chimney insert.
  
  We understand your frustration and want to assure you that we have made multiple attempts to schedule the installation. Specifically, we offered dates of October 9th and November 1st, but unfortunately, these were not suitable for you. The installation of the chimney liner is a code requirement, and it is essential for us to complete this step to ensure compliance and safety.
  
  We are committed to resolving this matter as quickly as possible and would like to work with you to find a mutually agreeable date for the installation. Please let us know your availability so we can expedite the process and close the permit.
  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 10/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *********
  
  
  
  
   

  Customer Answer

  Date: 10/21/2024

  I told them when I was going to be home. They would not get a person out there when I was at home. And now they will wait until I'm at home.

  It was about them wanting to get the job done. We had to c9ntact them and ask them when will they be sending a person out to finish the job. I guess they thought we would just sit around and wait on them forever to get the job done. So I will tell them when I'm available. And when I do, they have less then a day for them to get someone out to complete the job. 

  They made us wait on them. So now they can wait for me to call them and say I'm home and they can send someone out now.

• Initial Complaint

  Date:09/26/2024

  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.

  On July 26 2024 Sal's Heating & Cooling installed a new 4 ton Carrier AC condensor & coil unit in my home. The unit replaced a 25 yr old ***** 3.5 ton unit. Since the install we have had 3 technician visits to try to improve the cooling in the home. The new oversized unit is not capable of running for long enough time periods to adequately cool & dehumidify the air. The most recent technician (Adam Angerstein) visit on 9/25 reported the unit is too large for the home so is incapable of cooling it properly. I spoke with ***** at Sal's stated the unit is the correct size for the home & offered a whole house dehumidifier. We received 2 competitive quotes from Air Comfort & East Ohio Furnace who both recommended 3.5 ton AC units. The Sal's sales rep **** ****** recommended the larger unit for improved cooling in the home.

  

  Business Response

  Date: 10/25/2024

  Dear Better Business Bureau,

  Thank you for bringing this matter to our attention. We take all customer feedback seriously and strive to provide the best service possible. Regarding the complaint filed by *** ********, we would like to provide some context and clarification: Initial Complaint and Installation: The customer initially reported that their previous 3.5-ton unit was not adequately cooling their home. After assessing the size of the home (2782 sq/ft) and the existing furnace, which is designed to handle a 4–5-ton AC unit, our sales representative, **** ******* recommended a 4-ton unit to improve cooling efficiency. **** also pointed out a humidity issue in the home as he and the homeowner were discussing different AC options. Post-Installation Issues: Following the installation on July 26, 2024, we conducted two technician visits to address the customer’s concerns. During these visits, it was noted that there was a humidity issue within the home. Our technician, **** *********** suggested that the unit might be too large, but we maintain that a 4-ton unit is appropriate for the home’s size, as supported by HVAC sizing charts by climate. Humidity Concerns: We explained to the customer that while the 4-ton unit is the correct size, it would not resolve the humidity issue on its own. **** ****** initially offered a whole-house dehumidifier to address this specific problem, which the customer declined. Additionally, **** proposed a 2-stage AC unit to improve air mixing, but this option was also declined due to budget constraints. Resolution Offered: We have made every effort to address the customer’s concerns and have provided multiple solutions. We are willing to install a dehumidifier at cost to help mitigate the humidity issue, but we are not able to install a different AC unit as the current unit is correctly sized for the home.

  We hope this clarifies our position and the steps we have taken to resolve the issue. We remain committed to providing quality service and are open to further discussions to reach a satisfactory resolution.
  
  

  Customer Answer

  Date: 10/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** ********
  
  
  
  
   

  Customer Answer

  Date: 10/29/2024

  Sal's Heating never recommended the whole house dehumidifier until I complained about the level of humidity in the house after the new unit installation. **** ****** promised the larger 4 ton unit replacing the 25 year old ***** 3.5 ton unit would provide a significant improvement in cooling the home (he never offered a 2 stage AC unit). Sal's Heating is deliberately misrepresenting the communications between us both before the installation and after the installation to avoid liability. The higher humidity in the home is due to the over sized condenser unit as it is unable to run long enough to remove the humidity due to the limitations of the furnace (this was confirmed by their own technician). The other 2 HVAC companies never offered dehumidifiers or 2 stage units - they match the AC condenser unit to the furnace so the home can be cooled effectively.       

   

   

  

  Business Response

  Date: 11/12/2024

  Dear Better Business Bureau,
  Thank you for bringing your concerns to our attention. We take all feedback seriously and strive to ensure our customers are satisfied with our services.
  We would like to address the points raised in your complaint:
  Initial Consultation and Recommendations: During our initial consultation, we assessed your home’s cooling needs and found that your existing 3.5-ton unit was paired with a 24" furnace, which is typically suitable for a 4-5 ton unit in a home of your size (2782 sq/ft). We recommended a 4-ton unit to improve cooling efficiency, as your previous unit did not cool the home efficiently and ran all day.
  Humidity Concerns: Our comfort consultant did mention the high humidity levels in your home during the inspection and suggested that a whole-house dehumidifier might be necessary. We also discussed the option of a 2-stage AC unit to better manage humidity, but you decided not to proceed with this option due to budget constraints.
  System Compatibility: We found that your cold air return was appropriately sized for a 4-5 ton unit, which supports the installation of the 4-ton unit we recommended. While we did not guarantee that the new unit would resolve all humidity issues, we aimed to improve overall cooling performance.
  Communication and Misrepresentation: We strive to maintain clear and honest communication with our customers. We regret any misunderstanding that may have occurred and assure you that our intention was never to misrepresent any information.
  Additional Factors: It’s important to note that the original windows and insulation in your home can also impact cooling efficiency and humidity levels.

  These factors were considered during our assessment and recommendations.
  We value your feedback and are committed to resolving any issues you may have.
  

  
  

• Initial Complaint

  Date:09/20/2024

  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.

  Following the installation of the air conditioning system on the second floor, I discovered that the drain line for the system was not installed correctly. As a result, the weep line did not drain properly, causing water to leak and seep through the attic joists, ultimately affecting the floor below. The drain was improperly installed from the day of installation, that is 2 years of water leaking intomy walls. Upon arrival of your technician on 8/30/24, he originally didn’t even want to come inside to investigate the water issue. Once he did come inside, he told us that to fix the water leakage on the air conditioning unit that we needed to fix our furnace. We trusted your technician and replaced the furnace for $5K which did not resolve the water leakage issue. The reason for the 8/30/24 service call was the water leaking. Now we have also made an unnecessary purchase of a furnace and we are still having the original issue of the air conditioner leaking water into my kitchen. On 9/7/2024, your team returned to correct the installation by properly connecting the weep line to the drain. note that the initial improper installation had already caused water damage. I am aware of the severe risks associated with water damage, particularly the potential for mold growth within structural components such as stud cavities. The water leakage has created a heightened risk of mold proliferation, which could adversely impact the indoor air quality of my home. This is especially concerning as my household includes a young child and a newborn expected within the next month, making the safety and health of the environment paramount.Water damage and the potential formold growth are not issues to be taken lightly, especially considering the health implications for vulnerable occupants. This step is essential to determine whether the faulty installation has resulted in any mold growth or other indoor air quality issues that could jeopardize thewell-being of those residing in the home.

  

  Business Response

  Date: 10/15/2024

  Dear **** ***********

  Thank you for bringing this matter to our attention. We understand your concerns regarding the water leakage and the subsequent issues you have experienced. Upon reviewing your complaint, we would like to clarify a few points. During the service visit on 8/30/24, our technician flushed and cleared the drain line while on site. The inspection, which included the use of a camera, confirmed that the drain line was clear at that time. The blower motor in your furnace had a dead spot, which was causing operational issues. This is why the replacement of the furnace was recommended, and you agreed to this recommendation by signing the necessary documents. We want to emphasize that the water leakage was not due to the furnace or the air conditioning system. The technician’s actions were aimed at addressing the immediate concerns, and the recommendation to replace the furnace was based on its condition and performance.
  We understand that this situation has been frustrating, and we regret any inconvenience caused. However, we must reiterate that we cannot take responsibility for the water leakage, as it was not related to the furnace or air conditioning system. This issue may have been present for several years, and our technician took appropriate steps to address the problem during the service visit. Additionally, we will not be issuing a refund for the furnace replacement, as the recommendation and subsequent replacement were based on the condition of the furnace and agreed upon by you.

  Please contact our customer service team to discuss the next steps and how we can assist you further.

  Thank you for your understanding and cooperation.

  
  

  Customer Answer

  Date: 10/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  sals unprofessional and untrue response states the leak was not caused by an HVAC issue. Although this is obviously false, 1. Sals is also a plumbing company and failed to fix a plumbing issue. 2 if there was no hvac issue sals is publicly admitting they sold a furnace to solve a non-hvac issue. This response is not only poor service but further shows that sals does nothing but look to profit by upselling unnecessary repairs 
  
  Regards,
  
  ****** **********
  
  
  
  
   

  

  Business Response

  Date: 11/07/2024

  Thank you for your feedback. We understand your frustration and would like to clarify the situation further. During our service visit on August 30, 2024, our technician identified that the blower motor in your furnace had a dead spot, which was causing operational issues. Based on this finding, we recommended replacing the furnace, and you agreed to this recommendation by signing the necessary documents. We have since revisited your property to ensure that the water issue was not related to the furnace or air conditioning system. During this visit, we discovered an access panel approximately three feet from the HVAC equipment, which allowed us to inspect the plumbing. We found water-damaged drywall within this access panel, indicating a plumbing issue. The water damage visible on the ceiling below is directly beneath this access panel, not the HVAC equipment. We can not and will not take responsibility for the water damage that is present in the home. We will not be issuing a refund. 

• Initial Complaint

  Date:08/15/2024

  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.

  AC not working after storms and power surges in area. I made an appointment for a diagnostic test for my ac unit on August 13, 2024 and ended up paying $258.12 plus the amount for the service call. The work the technician did did not fix the problem. My AC unit is still not working. The technician did not fix the problem. I had a second company come out to do a diagnostic test and they found that the work done by Sal’s was not complete and insufficient. The wiring was wrong and was not worked on which caused other problems. Sal’s is not a good company. They take advantage of the consumers lack of knowledge. They refuse to try and rectify the situation and will not refund back the money I paid. They wanted me to pay them again just to have someone else come out and do a diagnostic test that was already suppose to be done the first time. I really just want my money back and I never want to do business with them again.

  

  Business Response

  Date: 08/29/2024

  Thank you for bringing your concerns to our attention. We take all customer feedback seriously and strive to provide the best service possible. We would like to address the points raised in your complaint.
  
  On August 13, 2024, our technician visited your residence to diagnose an issue with your air conditioning unit, which was turning on and off and not cooling properly. You utilized a Groupon for the service call, which covered the diagnostic time and the service call fee.
  
  Upon inspection, our technician discovered that the contactor was welded together. We provided an upfront quote to replace the contactor, which you signed and agreed to. After replacing the contactor, we identified an additional issue with a faulty fuse. We provided an estimate to replace the fuse, but you chose to handle this repair yourself. This decision effectively halted our diagnostic process, as we were not authorized to continue with further repairs.
  
  We understand your frustration with the ongoing issues with your AC unit. However, it is important to note that our technician performed the services requested and agreed upon. The decision to make the fuse repair independently meant that we could not complete a full diagnostic and repair process. As such, any further diagnostics would require an additional service call.
  
  We regret that you feel our service was insufficient. However, we believe we fulfilled our obligations as per the agreed-upon service. Therefore, we are unable to provide a refund for the services rendered.

• Initial Complaint

  Date:08/13/2024

  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.

  My mother, ***** *********, has a situation with a heating and cooling company that continues to be a source of angst to her and does not look to be resolved without the assistance from an outside source intervening.   In May, 2024 my mother's hot water heater was not working.  She called ***** and a technician came to her home (*** ********* **** ** *********** **) and provided her with an invoice after diagnosing the problem.  My mom agreed to pay $1,900.00 to have her hot water tank replaced.  After the new tank was installed, the technician realized that the gas had been turned off.  Due to the  error in properly diagnosing the problem and for the completion of unnecessary work, $900.00 was deducted from the bill.  My mother paid the remaining amount of the invoice, as she thought she did not have an option since she signed to have the appliance replaced.   My mother then received a letter in the mail stating that an inspection was necessary.  She called and scheduled the inspection and the job did not pass.  The representatives from ***** now claim that she needs to have additional work costing $889.00 to pass the inspection.  I called ***** at ************ and spoke to the general manager, ***** ********.  (I did this because the situation was becoming too much for my 85 year old mother to handle and talking on the phone is difficult for her due to hearing loss.) *** ********** opinion is that my mother's hot water heater was getting old and would have eventually needed to be replaced.  When I asked about the additional charge, *** ******** shared that there are various codes in different communities and it is difficult to keep up with all of them.  This response is truly unacceptable, as a customer my mom trusts the training, certification, and licenses that are required for ***** to operate and should not be penalized due to someone not diagnosing and completing a project correctly.   If you could provide any assistance, it would be greatly appreciated.  

  

  Business Response

  Date: 08/23/2024

  Dear ****** *******,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the distress and inconvenience your mother, ***** *********, has experienced. We take all customer feedback seriously and strive to address any issues promptly and effectively.
  
  After further investigation, we have concluded that a boiler is present in your home. If the boiler and the hot water heater share the same chimney crock, the chimney liner would essentially fail due to the BTU output of the boiler. Most likely, our technician discovered this, which is why a chimney liner was not initially included in the quote. To ensure your safety and the proper functioning of your heating system, we would like to inspect your home to determine if there are two separate chimney crocks. If we find that your home has two separate chimney crocks, we would be willing to install a chimney liner at no cost to you.
  
  Regarding the initial service, we acknowledge that there was an error in diagnosing the problem with the hot water heater, which led to unnecessary work. We have already deducted $900.00 from the bill to account for this mistake, and this amount was agreed upon as an acceptable form of making the situation right with the homeowner. We understand that this situation has been stressful, especially for your mother, and we are committed to resolving it to your satisfaction.
  
  We also recognize the importance of adhering to local codes and regulations. We apologize for any confusion or inconvenience caused by the additional work required to pass the inspection. Our goal is to ensure that all work meets the necessary standards for safety and compliance.
  
  Please contact us at your earliest convenience to schedule an inspection. We appreciate your patience and understanding as we work to resolve this matter.

  Customer Answer

  Date: 08/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The job was to be completed correctly for $1,900.00.  There was a discount because the technician made an error of not checking whether the gas was on or not when he diagnosed the problem.  A discount of $900. was provided due to this oversight.  The necessity of an inspection, as well as the regulations for Summit County, were known prior to the ***** accepting the project. Regardless of whether my mother has one or two chimney chutes, ***** should finish the job correctly. The inspector shared with my mother that the drain from the water heater should be hooked up to a the floor drain.  This needs to be corrected.  I believe that it is reasonable to expect ***** to complete the project without further cost to my mother.  This has been a challenging situation for her and it is my sincere hope that it can resolved without further expense and delay.

  Thank you for your assistance with handling this situation.  I discussed the issues with several other people and they encouraged me to contact you to help.  This has been an awful experience for my mother.

  Respectfully,
  
  ****** *******
  
  
  
  
   

• Initial Complaint

  Date:08/09/2024

  Type:Billing 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.

  Sals heating and cooling. $408.24. To reseat the toilet. Looks like i didn't even get a new wax seal Context. We had a leak in living room ceiling below bathroom. Sals came out same day when I called. Agent looked at ceiling and toilet Said probably need to replace lead pipe and cut through ceiling Gave me estimate of 408. I accepted a quote for that. Then i told him we have pvc pipes and asked what if we just check seal as floor was discolored around base of toilet. So he agreed to try it. No estimate was given for that. I left and told husband what transpired. Sals agent lifted toilet and then tightened it down (i thought he replaced wax ring but it is not on bill.) he never quoted me for that. I had to leave. He started to lift toilet. in less than 10 min he came downstairs and talked my husband. He told him that toilet was not tightened down and was leaking because of that. so he tightened it. My 86 yr old husband paid the bill. We called today thinking this was an incorrect bill. Incredible for $400.00 for labor no parts - for less than a half hour at our home. They said” it was a flat rate and we agreed to it. “ Even though the estimate was for the bigger job. No detailed estimate was provided for either job. They never checked wTer heater or water pressure as noted on initial email . When my husband asked if it continues to leak was it guaranteed and they said there would be a new charge

  

  Business Response

  Date: 08/23/2024

  Dear Better Business Bureau,
  
  I am writing in response to the complaint submitted by ***** ****** regarding the service provided by Sal’s Heating and Cooling on 08/08/2024. I would like to clarify the details of the service and the charges involved.
  
  As originally explained during the booking phone call, there was a service call fee of $99 plus tax. Upon arrival, our plumber assessed the situation and provided an upfront estimate of $408.24, which included the cost of a new wax ring, the labor required to reseat the toilet, and the service call fee. This estimate was agreed upon by the customer, and the work was completed to ensure that the toilet no longer leaked. The customer has raised concerns about the charges and the work performed. Here are the key points to address these concerns:
  
  Service Call Fee: The initial service call fee of $99 plus tax was included in the total charge of $408.24.

  Estimate and Agreement: The plumber provided an upfront estimate of $408.24, which included the cost of a new wax ring, the labor to reseat the toilet, and the service call fee. This estimate was agreed upon by the customer before any work commenced.

  Work Performed: The plumber reseated the toilet and ensured that it no longer leaked. The customer mentioned that the wax ring was not listed on the bill; however, the estimate provided included this component, and the work was completed as agreed.

  Flat Rate Charge: The $408.24 charge was a flat rate for the service provided, which included labor, materials, and the service call fee. This rate was agreed upon by the customer before the work began.

  No Refund: Given that the work was completed as agreed and the toilet no longer leaks, no refund will be issued.

  We strive to provide clear communication and quality service to all our customers. We regret any misunderstanding that may have occurred and hope this response clarifies the situation.
  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 08/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ******
  I got a verbal appraisal  for removing ceiling replacing lead pipe. I agreed but was never given anything to sign 

  I remembered we had pvc pipes not lead so i asked him to just check wax seal .  He never gave me an estimate for that  .
  I had to leave  .  He handed my husband the bill on completion. which he signed but only on the paid line  not on the approval line. No signature is on approval line only a wavy line 

  he made an estimate that i or my husband never agreed to

  the estimate i agreed  to was if they ripped open the ceiling and replaced a leaking lead pipe 

  i never got a written estimate only a final bill   the amout of the original verbal estimate but for a different job . I would nevr have agreed to a $400+ to replace a wax ring. I may be old but not stupid
  

   

  I never got a written appraisal for the work that was done  i never signed the appraisal in advance 

  
  
  
   

  

  Business Response

  Date: 09/11/2024

  Dear Better Business Bureau,
  
  Thank you for bringing your concerns to our attention. We take customer feedback seriously and appreciate the opportunity to address this matter.
  
  As originally explained during the booking phone call, our service includes a standard service call fee of $99 plus tax. Upon arrival at your location, our plumber carefully assessed the situation and provided an upfront estimate for the

  necessary work. Here are the key points to address your concerns:

  Service Call Fee:
  
  The initial service call fee of $99 plus tax was clearly communicated during the booking process and was included in the total charge of $408.24.
  
  Estimate and Agreement:
  
  Our plumber provided a detailed estimate of $408.24, which covered several components:

  Cost of a new wax ring.

  Labor required to reseat the toilet.
  
  Work Performed:
  
  Our plumber diligently reseated the toilet, ensuring that it no longer leaked. While you mentioned that the wax ring was not explicitly listed on the bill, please note that it was factored into the overall estimate provided and the wax ring

  replacement was documented in the summary of the final invoice which was emailed and opened by you. The work was completed exactly as agreed upon.

  Flat Rate Charge:
  
  The $408.24 charge represents a flat rate for the comprehensive service provided. This rate covers both labor and materials, including the service call fee.

  We believe in transparency, and our pricing structure aims to avoid surprises for our valued customers.
  
  No Refund:
  
  Given that the work was completed as agreed and your toilet no longer leaks, we regret that we cannot issue a refund.

  Our commitment is to deliver quality service, and we stand by the work performed.
  
  We sincerely apologize for any misunderstanding that may have occurred. Clear communication is essential to us, and we hope this response clarifies the situation. If you have any further questions or require additional information,

  please don’t hesitate to reach out.

  Thank you for choosing our services, and we appreciate your business.
  
  Sincerely,
  ***** ********
  
  Customer Service Manager
  

• Initial Complaint

  Date:07/02/2024

  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.

  The company installed a hot water tank. During the install, the company improperly connected the ground wiring. Which caused a power surge disabling our ac unit. The company repaired my ac unit. A second power surge due to ground wiring again disabled my ac unit. The company repaired my ac unit. After a 3rd power surge an electrician was called to correct the ground wiring. I have reached out to Sal's to repair the ac unit. I asked that their be no cost due to be power surge problem resulting from the incorrect grounding of the electric current by their workers. I was told that the company would not repair the unit at their cost. I wrote a rebuttal laying out the time line of events and with the root cause being the ground wiring. This was supported by a summary of work done by the electrician. My family is without ac during the hottest period of the year. I have yet received a response from the company. I have called and continued to wait on a satisfactory reply. I am simply asking that the company repair the unit damaged by the electrical issues created by their team.

  

  Business Response

  Date: 07/19/2024

  Thank you for your email regarding the recent issues with your AC unit. We appreciate your patience and understand the discomfort you’ve faced during this hot season. Upon further review, we acknowledge that AC units should ideally be on their own dedicated circuit. However, we’d like to clarify our position:
  Dedicated Circuits:
  As you rightly pointed out, AC units require dedicated circuits to ensure optimal performance and safety.
  Responsibility:
  We take responsibility for any errors directly related to our work, including the ground wiring issue during the hot water tank installation. However, the need for a dedicated circuit falls outside our scope of responsibility, as it is a standard requirement for AC installations.
  Resolution:
  Despite this, we remain committed to resolving the situation promptly. Our service team will assess the AC unit, address the electrical issues, and ensure proper circuitry. Unfortunately, we cannot cover the repair costs in this case.
  Customer Satisfaction:
  We value your loyalty as a customer and apologize for any inconvenience caused. Our goal is to restore your AC unit to full functionality, even if it means discussing repair costs.
  Thank you for choosing Sal’s Heating and Cooling, Plumbing and Sewer. We appreciate your business and look forward to resolving this matter to your satisfaction.here...

  Customer Answer

  Date: 07/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** ******
  
  
  
  
   

• Initial Complaint

  Date:06/04/2024

  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.

  On May 6, 2024. I requested service to fix my furnace and a/c checkup. Worker was here for 3 hours while guessing what was wrong with my furnace and left.. I told him not to return because I didn't want to be charged for any more hours of guesswork and furnace not fixed.. Was sent a quote to fix for $2400.00 next day. A/C checkup which was done was to cost $69.99. Was charged $397.44 total. Called someone else, furnace fixed in 1 hour for $650.00. I don't feel I should be charged for technicians who are not knowledgeable and a problem that was not fixed and quoted exorbitant pricing.

  

  Business Response

  Date: 06/18/2024

  We always aim to deliver a great experience, and we appreciate you taking the time to bring this to our attention. I understand that you encountered an issue with your furnace which our technician was unable to resolve during the initial visit. The subsequent quote provided might not have met your expectations, and for that, I apologize. The charge of **$397.44** that was billed includes the cost of the A/C checkup, the cleaning of the A/C, and the time spent by our technician diagnosing the problem with your furnace. Our technician provided an upfront estimate for the furnace to be repaired, which is a standard procedure we follow to ensure transparency with our customers. We strive to provide our customers with efficient and effective service. We do not believe in "band aid repairs" and always aim to provide long-term solutions to the problems. We noticed that you called into our office demanding a refund. Our customer service manager reached out and left a message to discuss a resolution, but we didn't receive a callback to discuss the matter further. We stand behind our diagnostics and, as such, no refund will be issued. We value your business and regret any inconvenience this may have caused. We are committed to learning from this situation and improving our services.

  Customer Answer

  Date: 06/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  *** *********
  
  
  
  
   

• Initial Complaint

  Date:02/09/2024

  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.

  Plumbing service performed on 2/7/2024. I was shown an itemized statement on the technician's tablet showing the cost of each part of the job to be performed. I was sent an invoice (attached) after the job was completed which only showed the components of the job, but with no individual cost listed. I called the company and asked for an itemized statement showing what each item cost. I was told that they are a flat-rate company and could not tell me what each item cost. They could only give me a total. I said I wanted a copy of the estimate that the technician showed me on his tablet. They replied that once it goes into the computer, they cannot break down the cost into individual components. Concerned that they are trying to hide overcharges. Also pointed out that I was charged $100.32 tax for a $805.00 job. They said an adjustment would be made.

  

  Business Response

  Date: 02/09/2024

  ******,

  We appreciate your business. We take pride in ourselves offering an up front, flat rate price to complete any job which is always signed and agreed to before we begin any project. We have offered you an itemized invoice detailing each service provided and what the flat rate fee equaled in your invoice. In your case, not all quoted work was needed so additional monies were removed from the invoice as those were not needed or completed. We did have an error in tax calculations and a refund is issued to the payment method you used to settle the signed and agreed to work. Please allow 7 - 14 business days for the refund to process. We apologize for that. We look forward to helping you complete any future projects.

  Thank you!

  Sal's Heating and Cooling, Plumbing and Sewer

  Customer Answer

  Date: 02/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *****
  
  
  
  
   

  Customer Answer

  Date: 02/12/2024

  Sal's continues to refuse to provide an itemized invoice indicating the cost for each component of the job. As can be seen by the statement they did provide, it lists items. Each of these items must a dollar value associated with them to then come up with a total cost for the job. Sal's says they charge flat fees and so I want to know what the flat fee is for each of the items in question. I can only assume that they refuse to provide this information because there may be an excessive charge involved somewhere, otherwise individual costs of labor, materials, etc. would provided. 

  

  Business Response

  Date: 02/21/2024

  We appreciate your business. We provided an up front, flat rate estimate which was signed and agreed to. We do not charge per hour, we charge for the desired outcome of the project. Not all of the quoted work was necessary for this project and those tasks were removed from the scope of the work resulting in a lower cost to the customer. There was an error with tax calculations which is being refunded. We apologize for that error and we are making that right. We look forward to helping you complete any future projects. 

  Customer Answer

  Date: 03/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *****
  
  
  
  
   

  Customer Answer

  Date: 03/01/2024

  Sal’s keeps noting that I agreed to estimate. I have never disputed that, so that does not need to be repeated AGAIN. They also continue to note that they have flat rates. I understand that as well. They listed the components of the job:
  Task 425: cut up to a 4x4 hole in The Drywall Standard
  Task 423: cut in Access Panel Standard
  Task: ST custom estimates: Other custom items that are not in the price book. So there is a price book for flat rate fees.
  Each of these must have a FLAT RATE FEE dollar amount that is added up to come up with the final cost. I want to know what all those flat rates are. I paid $800 plus tax to have a hole cut in drywall, an access panel installed, an epoxy applied to the hole in the pipe to stop the leak. And no warranty. I am concerned there was an error somewhere in calculating the cost. No need to repeat that I agreed to the estimate.
  I have used Sal’s for years, and so never questioned the cost and details of the job. That was my error.

  

  Business Response

  Date: 03/05/2024

  We appreciate your business. Every project we have completed has been quoted the same way. We add the task(s) to the invoice and once that step is completed a flat rate fee for the project is signed and agreed to. Then, and only then, the quoted and signed for work is completed. Once completed, we collect the fee that was agreed to from the very beginning of the project. We are a flat rate company and do not breakdown the price for every item on the invoice. We do not charge an hourly rate, we are flat rate. One price no matter how long the job requires. We look forward to helping with any future Heating, Cooling, Plumbing or Sewer projects that may need completed.