ComplaintsforSignature Heating, Cooling & Plumbing, LLC

• Initial Complaint

  07/31/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signature is not honoring their poorly written contract.

  Business response

  08/07/2024

  Hi *****,
  
  I'm terribly sorry that you have had a bad experience with us. We reached out and spoke with your husband ****** on 8/5, as he was the contact we have on file. We have scheduled a call with him this Friday, the 9th, after we review the calls that were exchanged and go over the contract. When we connect on Friday, we will go over the contract, offer clarity, and resolve this issue. Thank you for your patience.
  
  Sincerely,
  Management

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 7, 2024 our unit that we purchased in March of 2022 went out. An appointment was made for July 9,2024 the appointment did not have a fix for the problem but they did change us $550.00 to see what the problem was. Parts were ordered and a second appointment was scheduled for July 18,2024 the parts they ordered didn’t fix the problem also due to the warranty we should not have been charged the $550.00 and were told it would be refunded as of today’s date we have not been refunded. We have not been offered any compensation for living in a house in 100 degree weather for a unit that has been out for 24 days. We have to proactively contact them for any status updates. To say we are disappointed at the treatment we received for a unit that cost $25 thousand dollars is an understatement.

  Business response

  08/19/2024

  *****,
  
  We are truly sorry that you had such a negative experience. Being without cooling during the summer is not fun, to say the least! It may be helpful if we offer an account of what happened from our end:
  
  The $550 fee from the initial appointment on July 9th was for labor, which isn’t covered under the contract. However, once we discovered additional issues during a second appointment, we refunded this amount on July 18th.
  
  Parts were ordered on the 9th, but unfortunately, the manufacturer informed us they were on backorder. The parts arrived on the 18th, and when we came to install them, we identified further issues with the unit. To ensure you were fully taken care of, Signature decided to replace the entire unit at no additional cost.
  
  Throughout this process, we placed 10 calls to keep you updated. During the initial appointment, we also brought two portable AC units to help cool your home while waiting for the parts.
  
  We sincerely apologize for the inconvenience and regret that we couldn’t make you happier with the resolution. Since receiving your feedback, we have attempted to contact you three times to see what more we could do. Please know that you received a $550 refund from the initial appointment, and a completely new AC unit has been installed.
  
  We are committed to making this right and hope to improve your experience.

  Customer response

  09/19/2024

  I see you have this case closed.  We have been working with them and this is not answered correctly.  They have never refunded any money and I have been back/forth with Franchesca who is continuing to delay and say they are looking into it.  This was part of our complaint that they either don't know the details or keep up with the customer since I have been the one pressing for answers.  The response that it was refunded July 18 is entirely incorrect.  The point about 550 for labor is incorrect also since I had the labor coverage in my warranty rider.

  Customer response

  10/03/2024

  This refund has finally came through. Think we are complete with this discussion and it can be considered resolved

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Oct 31 I had a heating/AC system installed by Signature. The day before I had met with the salesman who gave me a printout (attached) outlining the features and warranty of the system. The warranty as stated was 10 year compressor, 10 year parts, 1 year labor and 20 year heat exchanger. He also stated that I would get 1 year free service. (Spring and fall check-ups). Even though I had a cheaper quote from another company, the decisive factor was that Signature's warranty was so much better. When I received a copy of manufacturer's warranty (attached), it was for 1 year labor and 5 years parts ONLY. I spoke with Sales Mgr. and he said that they, Signature, would cover the difference. I asked for a copy of that promise in writing. It's been 2 weeks and I haven't received. I was also billed $200 for the "free" 1 year service.

  Business response

  12/27/2023

  This has been resolved.

  Customer response

  12/27/2023

  [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,
  
  ***** ******

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have the worst luck at picking reliable companies. I went with signature, heating and cooling for several jobs at our house and have been let down and lied to many times on when they finish/start the project & when the equipment is coming in. I honestly feel flat out lied to an order just to get me to sign a contract and once I'm all signed up I don't matter as a customer and everything about dates etc go out the window. Between the projects I've spent upwards of $30,000 with these guys and yet they continue to lie to me about when equipment will come in when they can do the job etc I have emails and voicemails stating delivery & install dates and yet still nothing except me paying for equipment I don't have and no heat in our house. Update signed the contact on August 23/2023 it’s now November 30/2023 and still no service was provided and they opened up an illegal line of credit under my name for $31,000 don’t believe me send me a note and I’ll send you all the documentation. Avoid this company at all costs make sure you do your due diligence and look at **** and other review pages as these reviews aren’t all honest and legit.

  Business response

  12/01/2023

  Dear *****,
  
  I can see how you are upset by this. We sincerely apologize for any frustration and inconvenience you've experienced and our team has been diligently working to facilitate your project. We understand that the delays in the delivery of specific equipment have caused significant frustration, which we deeply regret
  
  Regarding the line of credit, please note that it would be impossible for us to open such a line of credit with the bank without you, and no money has been spent with us.
  
  We share your disappointment with the unforeseen delays related to this specific equipment from our supplier. We are more than willing to connect you directly with them to verify the situation. In an effort to address the challenges, on two separate occasions we offered a significant upgrade at no additional cost, aiming to expedite the completion of your project. The first upgrade was offered on September 14th. We regret that this option was declined.
  We genuinely value your business and are committed to resolving this matter professionally. We appreciate your patience and understanding during this challenging situation. If there's anything we can do to further assist you or if you have suggestions on how you'd like to proceed, please do not hesitate to reach out directly.
  
  Thank you for your understanding.
  
  Sincerely, Management
  
  

• Initial Complaint

  08/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 14th, 2022 Signature came to my house to install a salt free soft water system to fight. They installed the system and guaranteed me, I was not going to have any issues. A few months went by, and I contacted Signature and asked them to remove the system and refund me because it was not working as advertised. They asked me to give me more time and give the system chance. On June 8th,2023 **** came to test the water to see if there is any improvements, and over 2 months later, I still don't have any results back. I have been trying to get a hold of **** and Signature and I am getting no response and no solution for this issue. I am still seeing calcium in the water, and it is still building up in my appliances, like the water line for my refrigerator.

  Business response

  08/18/2023

  
  We sincerely apologize for the inconvenience you've faced regarding your salt-free water system. We want you to know our intention is to take care of you and will do what you believe to be fair to resolve the problem.  Your experience matters to us, and we deeply regret any delays in communication. We want to assure you that resolving this matter is a top priority.  We have escalated your concerns to the manufacturer of the softening system and are working closely with them to determine why this has occurred, so we can void it in the future. So that, if there is a warrantied issue with the system that can be corrected, giving you the product you had anticipated, we would like to give that as an option.    We will be in contact with you soon to provide updates and ensure a resolution that meets your satisfaction.

  Thank you for your patience and for bringing this to our attention.
  Best regards, *** *******

  Customer response

  08/19/2023

  Complaint: ********
  
  I am rejecting this response because: I have been trying to contact the business for the past year and I have not been getting any response. I have been calling and I have been expressing my unsastifaction with the product.They sent someone to collect the water and it has been over 2 months, and I have not heard any replies. I need a better solution. I felt ignored by this business.
  
  
  
  Regards,
  
  ***** ***

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  08/21/2023

  We apologize for the miscommunication; our previous response was only meant to acknowledge your complaint.  I did review your account and see that you called in June to address the issues with the water softener and that we sent a tech out to the home to test the water.  I apologize for this not being resolved. I will have our service Manager get in contact with you to resolve this issue.  

  Customer response

  08/22/2023

  Complaint: ********
  
  I am rejecting this response because: You mentioned I called in June, but I have been calling and complaining about this product for almost a year. I have been ignored by your company and the only reason you reached out is because of this BBB complaint. I want a solution as soon as possible. I spent over $2,000 on a product and this product is not working. 
  
  
  
  Regards,
  
  ***** ***

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  09/21/2023

  First and foremost, we want to express our sincere gratitude for taking the time to share your concerns with us. Your feedback is invaluable, and it helps us improve our services. We've diligently reviewed the interactions related to your complaint and would like to address them with a heartfelt commitment to resolving the issues. Here is what we found and our plan to make things right. We provided this replacement plan in writing on 8/24/2023.
  
  Initial Complaint (6/13/2022): Upon revisiting our records, we located your initial complaint about the water softener dated 6/13/2022, which occurred approximately 1 year and 3 months ago. During this call, our service manager suggested waiting a few days before taking further action, explaining that there can sometimes be a slight drop in water pressure that may resolve itself. We stressed the importance of reporting any persistent issues, assuring you that we would promptly address them. At this stage, there was no mention of removal or refund.
  
  Outbound Call (1/13/23): On 1/13, we reached out to you regarding an HVAC system tune-up. Regrettably, during this call, there was no mention of any ongoing issue with the water softener.
  
  Follow-up Call (6/8/2023): On 6/8 of this year, you contacted us to inform us that the issue with the water softener remained unresolved.
  
  Resolution (9/1/2023): On 9/1, we dispatched a plumber along with our service manager to remove the **** system and install a brand new ***** *** **** system at no cost to you.
  
  We truly value your satisfaction, and we are deeply committed to ensuring that your water softening system functions optimally. To this end, we have scheduled one of our top plumbers to revisit your property on 9/29 to conduct a thorough check and ensure everything is in perfect working order on the new install.  
  
  In hindsight, we deeply regret that we were not informed of the ongoing issue with the water softener after your initial call in 2022. Had we been aware of the problem at that time, we would have taken immediate corrective action. We also regret that you experienced any issues at all, and we take this as an opportunity to learn and grow as a company. If we are missing something, please contact us. Our service manager and dispatcher are fully aware of the issue and our intention to resolving this for you. 

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Signature Heating and Cooling about an issue with my Thermostat. Thermostat is one year old and it is not registering the correct temperature. I called the company and I was never told there was a "diagnostic" service call fee of $77 plus tax. I have 10 year warranty on labor and parts because of past issues with my AC. I was surprised to be charged the fee. I called Signature and spoke to ******* I was received with an attitude by ******* He was rushing me off the phone. I explained how surprised I was by the service fee never being disclosed before the service call. His response was they replaced a $400 thermostat. The thermostat costs $75 at **** ****** and he had an attitude in his voice. He was rude and unprofessional. He told me they will disclosing the fee amount upfront from now on. I will not be doing any business with this company again.

  Business response

  08/14/2023

  
  We appreciate you taking the time to share your recent experience with us regarding your thermostat issue. We deeply apologize for the frustration and inconvenience you encountered during your interaction with our team. Please know that your feedback is important to us, and we are committed to resolving this matter to your satisfaction.
  We understand your concerns about the unexpected diagnostic service call fee of $77 plus tax. We sincerely apologize for any confusion or lack of transparency in this regard. It is never our intention to leave our valued customers feeling dissatisfied, and we want to make things right.
  In light of your feedback, we would like to inform you that we will be issuing a full refund for the diagnostic service call fee that was charged on the day of your service. You can expect this refund to be processed by the time you read this.
  Regarding your interaction with our representative, ******* we are truly sorry that you encountered an unprofessional attitude and felt rushed during your conversation. This behavior is not representative of the level of service we strive to provide. We take your feedback seriously and will be addressing this matter internally to ensure that our team members consistently uphold our standards of professionalism and courtesy.
  We want to assure you that we are committed to continuous improvement and providing transparent communication to our valued customers. We understand that your experience fell short of your expectations, and we are taking steps to prevent similar situations from occurring in the future.
  Thank you for bringing this matter to our attention and giving us the opportunity to make things right. We sincerely hope that you will reconsider doing business with us in the future. If you have any further questions or concerns, please feel free to reach out to us at [customer service phone number] or [customer service email address].
  Once again, we apologize for any inconvenience you have experienced. Your satisfaction is our priority, and we look forward to the possibility of serving you better in the future.
  Sincerely,
  *** *******, General Manager, Signature Heating and Cooling

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Signature came out and re-wired a thermostat. The same day, I started getting an over current error on the smart thermostat in my living room (we have radiant heating and the kitchen and living thermostats are wired to the same manifold). Signature came out and checked their wiring, said all looked good, and blamed my thermostat, told me to try an old fashioned one. I did, and then all of my thermostats stopped working. My transformer had blown (though I didn't know this at the time). The wiring had been done such that too much current was coming from the living room thermostat to the furnace. Signature failed to come out during their after hours and on a weekend, even though their answering service promised someone should be available, which made it so that I had to deal with other companies to try to get heat back (no transformer=no heat) - it was dipping into the low teens every night and causing us great stress and discomfort. *********** ******** got us back to the point where we had heat and working thermostats in all rooms but the living room, so we decided to try again to have Signature come and fix their work. Thankfully they did, but when it came to reimbursing us for the $1400 in charges for the emergency calls to other companies and transformers, they used the excuse of a new transformer being wired as reason that they weren't liable. THE ONLY REASON A NEW TRANSFORMER WAS PUT IN WAS BECAUSE IT BLEW DUE TO THEIR BAD WIRING. I have all receipts and invoices that back up my claim, and also have a technician from another company who can provide any technical clarification needed.

  Customer response

  02/10/2023

  
  Please close complaint number ********. I have resolved the matter with the business directly.
  
  Thank you,
  *****

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Replaced new a/c about 5 years ago. Paid about 12 to 13 thousand dollars. The a/c is located about our kitchen ceiling. With the hot weather and the constant running of the a/c the condensation from the frozen pipes has done a water dripping on our kitchen ceiling. On 8/3 one man came out to replace the filter. Cost $82.97. He cleaned and took pictures from the pipes upstairs. I also asked him to take a picture from the kitchen ceiling what he did.

  Business response

  10/24/2022

  Signature heating cooling and plumbing takes any customer complaint seriously and look forward to finding resolution for the issue.  We wish the circumstances were different and that there were no issues at the home.  With the installation of the system being five years old it would fall outside of our normal warranty period for this kind of work.  It seems likely that the insulation damage was caused in the more recent history, seeing how the damage to the sheetrock was minimal.  A leak occurring over a five-year period would normally have resulted in a very different type of damage.    Our technician had the same conversation with the homeowner when he went out and for the service and corrected the issue.  I am not aware of the customer calling to address this complaint with us.  I'm sorry that the complaint came through a third party only delaying the conversation.  Please know that all complaints that come to a manager at our company is addressed and resolved to the customers satisfaction.  It seems like resolution of this issue should be minor and easy to take care of.  Please have the customer call our office and speak with a manager to address this complaint.  We look forward to helping work through this problem.   

   

   

  Sky Swanson 

  General Manager

  Customer response

  10/31/2022

  
  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. ↩