ComplaintsforH & E Comfort Services, LLC

• Initial Complaint

  09/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My name is *** ********, I live alone at ******************************************************I purchased a Generac generator from H&E for $19,000, in September ******* primary reason for writing is to ***ort two separate occassions, when the generator came on, although the power was ON. It occured at a different time and day than the programed "run cycle".This is a malfunction which must be ***orted to H&E and generac. The weekly run cycle is every Sunday at 5 am. As instructed by H&E, I ***orted the problem. The person that took my call arranged a service call. The attending service ***** ******, told me this occurance is "not out of the ordinary, sometimes it just happens". The second malfunction occured on September 15, 2024. I am not sure when the generator started to rum but I noticed it at 9:15 am, I checked again at 9:40, it had stopped running. I ***orted the problem to H&E early morning on September 16, as of September ****************************** I contacted Generac on Sept. 17, I spoke with ***** *******. She told me that H&E should have analyzed the generator to determine he cause of the problem. ***** ***orted the problen to H&E, the service *** will come by on Th. 9/19.During my conservation with ***** I mentioned that I had just purchased a membership/annual fee for H&Es "Worry free membership price of $450.00. It provides 24/7 monitoring, 365 days a year. ***** assured me that was not happening, because there is NO WiIFIi connedtion!!This is the most egregious blunder thus far!

  

  Business response

  09/30/2024

  We are in communication with the customer about this.  

• Initial Complaint

  08/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On August 6 of 2023 I called and asked for a quote to install my generator and obtain the permits. They sent a salesman to my home and he quoted me $4500. I paid them the $4500 with an additional $250.00 for the maintenance plan. Then came the day of install and up to then there was no issue. As the installer was leaving he suggested that we contact the gas company to have to install a larger meter. I said ok. I called the gas company and they said that they did not see any permits on file for the generator, so I texted the owner and he asked me for a copy of my land survey, so I sent him several items and then was told that I needed to go to ********* to get it. Well I got it and then he asked me if it had a stamp on it ( we are two weeks into this debacle now), I was told at this point that I did not need the meter, and my reply was that I still need the permits b/c you installed the generator without them- I have all of the text messages-for your review - on 8/28/2023 I checked in again only to be told that this takes a lot of time, then I received a response that a building permit needed to be filed - by 9/5 I gave up- It has been one yr so I called for my maintenance, they scheduled it and then once no one showed up, I called and was told that they were not coming out b/c I disputed the charge and they had to go through a lot to get their money which is not true. They got the $4500 plus the $250 and still refuse to service my generator. I have been through a lot. They owe me $250.00 for the maintenance contract that they decided not to fulfill

  Customer response

  08/09/2024

  They didnt print anything out or give anything to me. I signed an iPad and now they are not communicating with me.

  

  Business response

  08/20/2024

  We have done Work for (**************) last year by installing a generator that she had purchased herself, which typically we don't install anything we do not provide. During the sales consultation it was stated that we will only pull the trade permits for the particular job being we didnt purchase the generator. Customer was given a price for us to purchase the generator, but customer refused and purchased her own generator. Leaving the homeowner to pull the building permit required by the homeowner. We performed the scope of work we had discussed but the homeowner never met her obligations of pulling the building permit as discussed. Therefore, we could not pull our permits under that building permit. The homeowner then disputed her credit card charges for 50% of the work we completed stating we didn't pull the permits. As discussed at the salesman we have to attach our permits to the building permits we were not responsible for pulling, therefore our permits could not be pulled. The customer was then placed on a ************** within our company. After several months after fighting with the credit card company, we were successful in winning our case and finally funded for the work completed. Due to the difficulty of receiving funds from this customer it was in our company's best interest to not perform work for this customer in the future.

  Customer response

  08/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am not satisfied because they are not telling the truth. I paid up front exactly what they asked for, as you see in the text messages they agreed and then changed their mind to get the permits, they made me jump through hoops and this had nothing to do with my service contract. It was fully paid for and they refuse to service me. So they stole my money because of the situation that they created with my install. They have horrible communication and are not accountable for their actions which is that they took my money for a service contract and did not service my generator. Therefore they should refund the contract money with no questions. That is the only resolution that I will accept.

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

  
  

  

  Business response

  09/09/2024

  This was explained already to *************** when we install a customer provided Generator it doesn't come with the FREE oil change after 100 hours.  We would gladly service her generator for a yearly maintenance, but she has to wait until her generator has reached her 100 hours ran.  This was explained to her that after the 100 hours is when we would come do her maintenance.  She wasn't satisfied to wait and disputed her credit card payment which cost us fees for work that was already preformed.  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Two technicians came out yesterday for a tune up. I was not having any ac problems or leaks. Before they left, it started leaking in my living room and is currently spreading. They said they would call me to come back out but no one has. This is 100% a problem caused by H&E as I did not have the leak before.

  

  Business response

  07/08/2024

  Our employee ******* (tech) went out there for a routine inspection. She did not go with any of our recommendations that provided her with. She approved for our field supervisor to come out after *******(tech) to examine airflow issues. Between ******* (tech) leaving and ***** (Field Supervisor) getting there, she reported a water spot in her ceiling. **********;(Field Supervisor) got there and did a full examination of the unit, even getting ******(owner) involved to put in his expertise. ***** found no leaks or condensation present coming from the unit. He determined that the water spot was not caused by the **** system. We scheduled for someone with plumbing knowledge to come back out to determine if it was due to a water pipe leak somewhere in her wall/attic. We did NO work to the system, so we could not have caused the leak that way. She claims we caused the leak as it didn't occur before we got there. This leak is caused from her plumbing nothing to do with the ***

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company busted a water line in my backyard. I asked them to provide proof that the repair was done by a certified plumber. I was told by the technician working on my property as well as the quality assurance department that the owner would provide the proof I requested. After several weeks I have still not received the proof.

  

  Business response

  09/22/2023

  This is the message that was sent to ************. E-mail was sent to **********************

  Good evening, we received your complaint with the Better Business Bureau. I would like to apologize I thought this issue was resolved with our quality assurance manager. We did indeed strike a water line that was unforeseen during your electrical repairs at your home, and we did in fact use a Shark bite fitting that are used common in the home *************. They are 100% approved by the uniform plumbing code and international plumbing code. Our company is Licensed in Mechanical Electrical and Building Construction, which covers all Commercial Construction. We perform work using these same fitting for water heater regularly and similar repairs regularly, as needed. We stand by our work and warranty any issues for 1 year on workmanship. Shark Bite also warranties there *********** to 25 years. IF you have any further questions, we will be more than happy to answer. Again, I do apologize I was under the impression this was resolved.

  ******************************* (Owner)

  H&E Comfort Services

  9297 Hwy 23

  ******************, **  70037

  Customer response

  09/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************

*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. ↩