ComplaintsforPeterman Brothers Heating, Cooling, Plumbing & Electrical

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 08.30.24 We had a new AC unit installed and we used it for 3 month and the compressor went out. I been told that it will take until 07/11/24 to receive a replacement part, and nothing else can be done to get the part sooner or replace the faulty units which was brand new. I explained to them that i have 2 special need dogs which i cannot board ,and i have 3 tower fans in every room, but the temperature never goes below 81 in a small 2 bedroom house. It look like that i need to pay for window units after we spent $9000.00 to have a new unit installed.

  

  Business response

  07/08/2024

  ******************,
  Thank you for working with our Customer Experience Team. Per our records a solution was presented and accepted by you, so you dont have to buy any window units. We are working hard on getting the part needed so you and your family will be comfortable the rest of the summer. As soon as we get the part, a call will be made to schedule a visit for the repair. Please work with the Customer Experience Coordinator with any concerns you encounter and thank you for trusting Peterman Brothers. 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tue, 6/18, Peterman Brothers came out to look at my air conditioner as it was not working. They sent out their technician ***********************, who cleaned the coils and said we were down a gallon of Freon and filled it. The charge was $474.11 for this service.On Weds, 6/19, I came home from work and the house was hot again. I called and let them know that they did not fix the issue from the day before. They said they would send a technician out the next day, Thur, 6/20. On Thur, 6/20, I received a call that the person who scheduled my service looked at the wrong calendar and that they would not be able to get out until the next day, Fri, 6/21.On Fri, 6/21, the technician, *************************, came out. By this time the entire unit had frozen up and would need to be turned off. He then explained that ***** had "no idea what he was doing and was no longer with the company" but that he had put too much Freon in and that he had to remove half of it. *** would be back the next day, once the system had thawed out to work on the unit.On Sat, 6/22, *** came back out at 5pm and worked on the unit. He said he had repaired what was wrong and left.On Sun, 6/23, the house was getting hot again and we again called Peterman's. They did not have anyone available until Tuesday but advised we turn off the unit again until then.On Tue, 6/25, *** came back out and worked on the unit again. He admitted that on Saturday, he didn't do a thorough job because it was already 7-8:00 at night. He then told me that I needed a new valve which would cost me $2600 and would need to be ordered and would not be in until next week. I have called and asked to speak to a supervisor about this on 6/25 & 6/26 with no response.On 6/25, I called another company who came out. The valve was not bad and the unit simply needed a tune up. It was fixed within an hour and a half!

  

  Business response

  07/01/2024

  **********************,
  Thank you for your honesty, we are fortunate to have customers like you who can help us improve our services.  We do understand how frustrating it is to not have AC when the temperatures have been above 85 degrees.
  The first time it was misdiagnosed, we did send *** on the second appointment, he had consulted with a Field Supervisor while at your home to verify his findings and discuss the solution to be repaired once the part was received. At this point, you consulted with another company.  As consumers we understand that you must make the best decisions for you and your home.
  With the desired settlement,that was processed during the call that was made to you on 6/27/24 and you spoke with a Customer Experience Coordinator. This was placed back onto the credit card that we had on file from the second visit, it will depend on the institution where that card is from, how fast you will see the credit.
  We do wish you the best.
  Peterman Brothers

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased an HVAC unit from Peterman **** in March of 2023. Since that date, the system has failed or had to be service 7 times and is currently not working at all. The install was on 3/9/23, It has had to be worked on due to failure to work on 3/10/23, 4/17/23, 12/5/23, 1/15/23, 4/2024, 06/19/24, 06/24/14 and we are currently awaiting parts so it can once again be worked on. I have asked *************** to contact me MULTIPLE TIMES, it has been over 90 degrees outside and has been 89 degrees in my house. I have requested twice that they set us up in a hotel or comp a room for us but no one has contacted me. I have been promised a phone call from customer care more times that I can count but no one has gotten back to me. We paid $16,000 for an HVAC unit that has only worked consistently for 2 months. The installer admitted it was installed wrong and has been in danger of starting an electrical fire, but the electrician has been reluctant to fix the issue. Instead of replacing the wiring that has resulted in the failure and disfunction of the unit, he wants to bandaid the unit and make the bare minimum fix, which could result in our house catching on fire. I don't think I should have to pay $16,000 for a unit that is dangerous and malfunctioning.

  

  Business response

  06/27/2024

  *******************,
  We understand how difficult this has been for you and appreciate you working with our Customer Experience team. We see that a solution has been presented and was accepted by you.
   Thank you for trusting Peterman Brothers. 

  Customer response

  06/27/2024

  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

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The problem is we had a furnace and ** unit put in 3 years wich we are still paying on our ** unit went out it is still under a 15 year warranty they are refusing to come out and work on it we are paying for it and they are refusing to honor that warranty we should not have to pay for it since it is still under that 15 year warranty and they are refusing to talk to me for some unknown reasons I'm my husband power of attorney they need come out and work on the ** unit this is poor business practice and there attude towards there customers needs to be corrected and I feel that since they are refusing to honor the warranty they need to have there business shut down permanently and gives back all the money that we have been giving them and not only that they are false advertising on socal media and tv stations I have already filed a complaint with the state Attorney General on this matter so they got 2 options here either they come out and honor that warranty and not charge us one cent or they can go out of business and give us all of our money back that we have paying them for the last 3 years thoes are there options

  Customer response

  07/02/2024

  I'm very upset with ***** MS ********************** they are refusing to talk to me I just had a phone call from someone in ********** I understand that they want there money we  couldn't pay them last month because we had a problem with our AC unit and we didn't know how much it was going to cost us to get it repaired so we had to pull out money to pay for it if these people do not understand that then I have a problem if they keep this up I will take them to court  and I will *** them they need to talk to me I'm my husband power of attorney and they will talk to me if they don't it will result on them and they can mark the furnace and AC unit paid in full 

  

  Business response

  07/02/2024

  ***********************,
  You are correct with the 15-year parts and labor warranty. Per our last visit on 6/25/24, we repaired the ac unit at no cost to you. (see attached invoice) This warranty only applies for repairs to the **** system in your home and no other service. We have honored this warranty that was purchased with the installation of the system on 1/23/23. Also, we want you to know that we have spoken to you about the recent visit since we have you listed as the contact person in this file. We did reach out on 6/24/24 to schedule a visit and spoke with you on 6/25/24 to let you know that we were on the way. (listen to attached calls)
  The images that have been given are for Goodleap, this is not a company that we manage. Any questions should be addressed with them.
  We thank you for trusting Peterman Brothers

  Customer response

  07/12/2024

  You will not close this I have responded to it  you just never read it 

  Customer response

  07/12/2024

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]  Because good leap refuses to to speak to me as you can clearly see  in the documents that I am my husband power of attorney   and for some reason  they wait until several days after to take the money out of my husband bank account   I have told them that  my husband is on disability and only gets paid once a month   he gets paid on the 3 Rd of every month and for some reason  they don't take the money out on the 3 rd of every month they wait until the 25th  Wich they need to take the money out on the 3rd like I have told them in the beginning.  They keep putting my husband  in an over drift they need to take the money out on the 3 Rd no later than that he has other bills that have to be paid no matter what or we will be shut off   they need to understand that and one more thing they need to stop false advertising. They are not being very honest with people at all    and they need to stop taking money out twice they are only supposed to take it out once not twice  thank you 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After they destroyed my yard by digging in the wrong area and flooding my basement last year. They keep telling me stories and excuses as to why the third party contractor hasn't fixed my yard.

  

  Business response

  06/14/2024

  *********************,
  Sewer work is a difficult job, we are sorry you had to go through this. We have been in contact with ****** and have been informed that you are scheduled for next week. You should be receiving a call from ****** if you havent already. We thank you for your patience and trust in Peterman Brothers.
  Kindly,Peterman Brothers

  Customer response

  06/18/2024

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had Peterman install a new HV** system 2 years ago. Every summer I have complained that the ** will not reach my desired temperature and the system running all day long. Last summer the tech added refrigerant. This summer I called and complained and the tech took out a pound of refrigerant. After they left the system still continued to run and then the humidity in my home jumped 10-12%. I had to go out and purchase a dehumidifier and fans to feel comfortable until they could come back out. I called again and the tech they sent out said everything looked fine and showed me how to over cool my house to decrease humidity on my ecobee. That didnt fix anything. I called and complained again. The next tech patched a hole behind the thermostat and said that should fix it. I left town for a few days and when I came back my house felt warm and humid. I went and checked the thermostat. The tech adjusted the thresholds on the ecobee to have it display 2 degrees cooler than it really is and 4% lower humidity. That is boarder line fraud if you ask me. It is getting harder to find honest companies to work with.

  

  Business response

  06/04/2024

  Hello **********************,          
  We do want to thank you for your thoughts. Per your file, you have been working with one of our Customer Experience Coordinators to find a solution. We are working with you to figure out why this is happening and have a Senior Field Specialists at your home today to try to understand why this is happening. We have been to your home for your cooling maintenance on a yearly basis since you have had the system installed. Once in June 2022 and we did find your system within manufacturer specifications, again September 2023, also the system running within manufacture specifics. We are not here to deceive anyone and will work with you to find a solution to your concerns.
  Peterman Brothers

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We just finished dealing with a month-long plumbing ordeal that involved a lot of work and a lot of money. The main issue has finally been resolved, but we have been left with a large amount of debris that we do not know what to do with. Peterman Brothers says that their concrete contractors is responsible for removing the debris, and their concrete contractor says that Peterman Brothers is responsible. Meanwhile, we've had to remove a few hundred pounds of dirt from our basement ourselves, we've had a pile of concrete blocking our driveway for almost 3 weeks and we haven't heard anything from anyone since May 29th. We would just like the concrete removed from our property.

  

  Business response

  06/04/2024

  ****************,
  Thank you for your thoughts. We have had a Field Specialist at your home to remove the debris that was left behind. Per a call to you, everything is good currently. We thank you for your trust in Peterman Brothers.
  Peterman Brothers

  Customer response

  06/04/2024

  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

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Peterman to clean a drain line on 5/13/24. Ive used them several times in the past, with no issue. They offer a flat rate price of $83 online for drain line cleanin. Today I was told by whomever answered the phone that they cannot help people that own more than one property. I asked why, but she could never explain why. She merely just kept repeating that it's "their policy" and that they "cannot guarantee 5 star service to people who own more than one property". First of all, it is NOT their policy. As I stated, I've used them for this same service on other properties. And this "policy" is not stated anywhere on their website, which is where I initially contacted them. Even when setting up the appointment online, it never once states that they cannot help someone with more than one property. Second of all, why would you only be able to give 5 star service to someone with only one property, but not 2 or more. That's just a nonsensical comment given to shut me up. I then asked to speak to a supervisor, but she told me that she has no supervisor and there is no one above her that I could talk to. If you advertise something online, then it has to be provided to everyone. You cannot make up restrictions as you go along. This is false advertising. They're offering this reduced rate to bring in new customers, and that's fine...but that promotion has to be given to everyone. They use this to bring in new business, and I have just as much, or more, new business to offer them than anyone else does. Because I own more than one home should not exclude me from ANY service from ANY company. This is an advertised rate that they have offered for numerous years and I see no restrictions noted anywhere at all on the website. If they cannot offer this rate to me, then it needs to be removed for everyone.

  

  Business response

  05/14/2024

  *****************,
  We do appreciate your business in the past.Per your file, the last time we were out to one of your properties was April 2022 and it says that you own and reside at this address.
   When you go to our website to schedule, you find a disclaimer under the details tab just below the price for a drain clean:
  Disclaimer:Reasonable outside clean-out access required or additional access charges may apply. Owner-occupied homes only. Valid M-F during regular business hours. Not to be combined with any other offers discounts or previous purchase.
  This is our policy;it is what works best for our company to provide a 5-star level of service to our customers. ********************************************* is and has been committed to helping the homeowner since 1986.
   By using the website to book a call, you have been able to bypass saying that this is a rental, nor has it been included in the notes for the problems, you have always said that these properties are owner-occupied. As you mentioned on the last call you made, you own 25 properties.  We understand as a property owner, the urgency of getting a repair done when they occur, can be a challenge.We do know that there are companies that will partner with you and all the properties to make sure you get the services needed when they happen.
  Currently,Peterman Brothers does not service ******************* Companies, Corporations or Commercial Businesses, due to challenges that we have faced in the past to provide a proper level of service and clear communications. We have been committed to helping the owner-occupied homes since this was the vision in 1986 and the base of this company.     Peterman Brothers

  Customer response

  05/14/2024

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Peterman's response is a complete lie.  I have never once told them that I reside in ANY of the properties they have serviced for me.  That's just their attempt to get out of this complaint.  The facts are the facts, and they're attempting to avoid the facts here.  Their rate has to be given to everyone, not just people that reside in a home.  Their advertisements are misleading and not factual.  And saying that they can only offer 5 star service to someone who only owns one home and not more than one is simply ridiculous.  They're obviously not interested 5 star service at all, or there wouldn't have been a reason to file this complaint.  So, due to their false advertising, I will now file a complaint with the Indiana Attorney General.  Their response is simply nonsense and they've not given a logical answer to anything here.  Also, they REGULARLY service people who own more than one home and they aren't given this same runaround.  I know this for a fact as I am friends with some of them.  

  
  Regards,
  
  *****************************

  
  

  

  Business response

  05/16/2024

  *****************,   
  

  We are sorry that you feel this way. Our focus has changed since we have been to one of your properties, this is a business decision that works best for us.
  

  Per a call that was recorded on 3/29/22, you did state that you reside and owned the property that you were calling for a drain clog. When the Service Professional came to your home, he noted the following on the invoice:
  

  ******* is the landlord for a duplex. Currently the unoccupied address has a clogged kitchen sink that ******** noticed getting ready for new tenants. 

  Per the note, you do own the property. Facts are facts.
  

  We are positive that you make decisions often that effect how you handle all your rental properties, as any business should. In our opinion, Peterman Brothers is our responsibility, however, we are not servicing ******************* companies.
  

  As far as our advertisements, we do have disclosures saying that the property should be owner- occupied, especially under the details on our website as told in our earlier response.
  

  If you feel it necessary to file with the States Attorney to show that we have made a business decision to service owner-occupied homes as our niche in a very competitive field, please do. We will defend why we have chosen to make the business decisions that we have. We do appreciate your business in the past.
  Peterman Brothers

  Customer response

  05/21/2024

  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. 

  Peterman has done NOTHING to fix the issue here.  They've made up fake policies that say they can't work with people that own more than one home because they can't offer 5 star service to more than one home.  That's just nonsense, and they just keep repeating it thinking it'll make more sense if they say it over and over again.  They simply don't want to offer their discounted drain line cleaning rate more than once, so to get around that, they just say they can't offer great service to someone with more than one home.  That doesn't change the fact that they're advertising a service and a price, then refusing to honor that.  That is false advertising.  Simple as that.   If you can't service someone who owns more than one home, then you shouldn't even be in the plumbing business.  They service other landlords I know who own multiple properties, so their "policy" is just made up and not enforced.  They're just refusing to honor something they advertise for no valid reason.

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************

  
  

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last may Peterman came to repair and replace sewer and water lines from the house to the street. I was advised they would bee back to level the dirt in 5 to 6 months. Started filing complaints with ******* 4/16 and as advised I would be contacted the next week to set up the appt. No response and have called and texted her two more times with no response. All I want is my yard repairs as now in a hard rain the water builds up and is coming into my basement. A 20 minute job to level the dirt is all I ask

  

  Business response

  05/02/2024

  **********************,
  We are very sorry for all this frustration you are going through. It should have been communicated to you that you have been placed on the schedule for May 7th to level your yard.
  We have had record rain this past month. Here in ************, we received over 7 inches and the normal precipitation is just over 4 inches for ****** With this said, it has been very difficult to do any leveling. We should have communicated this better with you, for that we do hope you accept our sincere apology.
  Thank you for allowing Peterman Brothers at your home.
  Peterman Brothers

  Customer response

  05/12/2024

  Response came from Peterman stating they scheduled the work to be completed on May 8th. They did not show up or contact me to explain why.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my sump pump drainage line repaired by Peterman on 4/25/24. During the repair they damaged an irrigation line in our yard. They did not tell us before this line repair that if they damaged property they would not be responsible for fixing it. They did not allow up to read any documentation other than signing approving the work before the work began. Before I agreed to pay the man in charge of this work told me verbally that Peterman would be responsible for the repair and would reimburse us for this. Today 4/26 they changed their mind and said they arent responsible and won't be paying for any repairs. It was their responsiblity to mark any lines before work began. I expect them to fix the damage or reimbuse me for the cost to fix it ourselves. This was a $9000 job and they should be responsible for damage.

  

  Business response

  04/29/2024

  ************************,
  We are a bit confused by this review. Per our Customer Experience person, there was a phone conversation followed by an email to you on 4/26/24:
  

  Dear Valued Customer, I really appreciate you taking the time to speak with me today. Once the repair is complete, please send me the invoice to this email and I will have our accounting team process the payment.We sincerely apologize for the inconveniences weve caused during this process but rest assured, we will make this right. If you have any additional questions or concerns, please let me know and I will be happy to help. 
  

  Please reach out to the Customer Experience person that has provided this solution to you for any clarifications.
  Thank you for allowing Peterman Brothers at your home.
  Peterman Brothers

  Customer response

  04/29/2024

  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,

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

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