ComplaintsforPotter Heating & AC

• Initial Complaint

  06/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My sewer line was clogged and backed up into my basement. Perrone plumbers came on 3/20/23 and snaked the line for 2.5 hours, charged $1,036.80. They returned on 3/21/23 because the floor drain in my basement was still clogged. They also repaired a leaking pipe in the ceiling of the cellar. Total bill was $486. Plumber returned again on 4/24/23 to snake the main stack out to the street to clear the clog- charged $452. Please note: the plumbers were courteous and professional. On 5/5/23 the sewer was backing up again. I have photos of this. I contacted a different plumber who cleared the line.

  

  Business response

  08/07/2023

  BBB spoke to John at the business and the following was relayed:

  I spoke to the customer on Friday, customer stated that everything is fine, she was frustrated at the time. We did do everything we were supposed to, each time we addressed a different issue and we went further along.

  Customer response

  08/07/2023

  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

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/10/22, 2 technicians from Potter Heating & AC did a service call at our home to repair a central AC system that was not working. The AC and furnace system had been installed in 2018 by Potter for approx $15,000. Upon arrival, the technicians immediately determined and thoroughly explained the problem. I was told that there was a condensation leak from an air intake pipe that dripped onto the safety interlock switch; we would need a drain tee installed as well as a replacement of the door switch which “should be under warranty.” As a temporary fix, the technician put a bypass in place in order for the AC unit to work. He cautioned that under no circumstance should anyone remove the cover of the unit because the fan would not turn off automatically and could cause serious injury. He explained to me that the parts were not installed correctly which had caused the issue. After finishing the bypass, the tech apologized on behalf of the company stating that this had occurred due to their mistake, assuring me there would be no charge for the visit. He said that they would be in touch that evening to discuss the next appt. No one called that evening and several weeks went by with no contact. I called the company on 8/31/22 after receiving a bill with charges for the visit. I spoke to a woman named Dawn and explained that we were told there would be no charge. She told me that was not true and the tech should never have told me that…but he had. Later that day Dawn called back saying she had spoken to a manager who agreed there would be no charge and they would call to schedule a follow up. A month+ went by and we still received no appt to fix the problem but did receive another bill. After several more calls we were told that the bill stands and that none of our equip was under warranty still. We paid the bill of $199.80 on 1/11/23 and still have an unfixed unit that could potentially cause a fire or personal injury. Additional phone calls resulted in no resolution.

  

  Business response

  02/02/2023

  Potter-Perrone is focused on providing excellent customer service. I am working with the team to correct any exceptions to this methodology. I would be happy to rectify the situation at hand by offering to make the repairs to the ****** residence's equipment at no charge. It is of the upmost importance to my company to stand behind our workmanship and do so in a timely fashion. Please allow the team at Potter-Perrone to bring this issue to completion.  

• Initial Complaint

  01/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired potter hearing to fix an issue with a boiler they were able to replace the bad zone valves. How ever once the valves needed to be wired in they were not able to get them fixed. They left the job site and didn’t return as promised, I tried to resolve this issue by contacting them to return several times and I was promised a call back for 2 weeks with no resolve. I had to contact another heating company to finish and fix the work correctly. There still is an issue of their work not being correct as the pipes they soldered are now leaking. They are also trying to charge me for an incomplete job of which I am not paying. I have attached photos of potter heatings work and the leaks that are still present as well as the bill from the company that had to fix the non-conforming repairs that were made by potter heating.

  

  Business response

  02/13/2023

  Good afternoon,  

  Potter-Perrone is focused on providing excellent care to our customers. We would be happy to address the issues concerning workmanship with the zone valve replacement at your family's residence at no additional cost to you. Please advise Potter-Perrone as to a time and date that is convenient allowing our staff to make the needed repairs and perform a quality assessment of all the executed work performed. Feel free to reach out and discuss any concerns. Thank you 

*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. ↩