Complaints

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My hard-wired fire alarms needed to be replaced due to age. Total cast $144-97 purchased from **** *****. As I had previously used Wire-Nut I called for a Furnace check and for the fire alarms to be changed out. But was told they couldn't check furnace till January. Never mind got another company to do that. Normal height ceiling. Their Electrician came ( arrived 12.44 and left 2.26) While he was here he took out a ballast on a light fixture in the and put in two led bulbs. He did present me with a tablet, first screen was my understanding it was permission to do the work. Afterwards the second screen showed a price of $914.60 of which $765.00 was a charge for 5 120volt smoke alarms Task #******. These were my property that Wire Nut exchanged. I have tried to rectify this by phone and E mail and in person with *** and another woman today 11/26/24 and was told "When I take down my review they would send me a check" ? I also requested that 147.00 Membership fee was refunded as I will never again use that company. When their tech was here a lot of his time was spent trying to UP-sell. IE: whole house surge protector and up-grading lights to which my reply was NO Thanks. Had I seen their charges for the work I asked them to do that would have been a No-Thanks also. Form other complaints that I have seen over pricing and up-selling is a problem they have. The attitude of "take down your review and we MIGHT do something' is totally out of order. Now hopefully they will see this also.

  

  Business response

  11/27/2024

  Good afternoon we have attached a signed copy of the invoice showing approval of work to be completed as well as agreeing to the price of the work. It is a free market and reserve the right to price according to our overhead, service and warranties that we provide. We are willing to refund the membership cost which is $147 and cancel the membership.

  Customer response

  12/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: I DID NOT see an UP FRONT cost. I was under the impression that the first screen I signed was to give them permission to change out fire sensors that I had already purchased from **** *****. (total cost 144.97 for 5) This company charged me for my OWN property. I did meet with two of their employees who said quote: "If you take down your review we shall address your problem, the owner only signs checks on Friday's" Who in their right mind would. would  pay that extortionate price!. Had I seen their price I would have said NOTHANKS!
  
  Sincerely,
  
  ***** *******

  

  Business response

  12/10/2024

  [[BBB transcription via email]]

   

  The business has stated the bottom of the invoice shows deducted 15% for customer supplied parts. Consumer supplied 5 smoke detectors and was charged for the technician to professionally install them. 

• Initial Complaint

  10/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On September 18th, I placed an order for furnace filters with Wirenut. The furnace filters are special and cannot be purchased locally. The cost was approx. $179 which was charged to my credit card. I requested that they be shipped to my ** Box address and Wirenut personnel said they could do that. These were to be shipped via *** but I came to find out that *** does not ship to ** Boxes. About a week later I called Wirenut for a shipping status and this was when I found out the ** Box address caused some confusion. I was told that *** told Wirenut that they had delivered the filters to another address that was updated to my account - *************************************************** that I had never lived at this address and there is NO way this should have been linked to my ** Box as my correct street address is **************** **** story short, I had called Wirenut multiple times about the status of my shipment but all they do is blame *** and give me the runaround. Last time I spoke with a Wirenut staff member, she told me I would receive them within two weeks. Well, it's been within that time frame, and STILL I have received NOTHING. *** responded to my initial complaint requesting that I provide a tracking number and they would search further, BUT Wirenut never would provide me with a tracking number. Needless to say, I am becoming very frustrated with Wirenut's sloppy customer service. Please reference *** ******************** Complaint #********

  

  Business response

  10/16/2024

  Good morning, We did ship the first set of filters to the PO box as requested however it was determined that UPS delivered them to the wrong address, once this was found out we got with our vendor and asked them to reship them. After looking into this more it looks as though there was a shipping error on our vendor side. We have filters ready and we would like to have a technician hand deliver them to you today 10/16 We do apologize for the inconvenience and we would also like to provide you with a waived service call on your next visit.  

  Customer response

  10/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22425183, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Jessica Hoisington

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received a quote for services that needed to be done. I paid in advance (which I did not know before hand that I n ended to pay 50% ahead of time but I went ahead and paid it all. The crew came on the 20th and were able to do the service for way less than what I was quoted for ****** dollars. I was told i would receive a refund on my card which I paid over the phone few days prior. I called to check on the status of my refund I was then told checks get sent out on Fridays and the owner signs all refunds. This was over a week the lady had told me I missed that Friday but it would go out this past Friday (June 28th) I was ok with that. I find out today my check is still waiting for the owner to sign it. So now I am looking at 17 days after service was completed with 3 Fridays that will go by (Fridays are the days all checks get sent out). Plus add 2 days with snail mail from the springs to pueblo. This is bad business I just want the money that is owed back to me

  

  Business response

  07/08/2024

  Good Morning, Payment was made on 6/20/2024 after our dispatch team let you know we need to collect 50% of the total cost, in the recorded call you were willing to pay the full balance for the service being completed on 6/21/2024. When the service was completed we submitted the forms for the refund of the amount owed back to you. The check was mailed out 7/2/2024. We ask that you allow 7-14 business days from the date processed to receive the the check in the mail. 

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I continue to receive full color advertisement cards addressed to THE EDMUNDS HOUSEHOLD at my address. As I feel that this company, WireNut Home Services is a dishonest scam, I have called them six previous times and asked to be removed from their mailing list. I received another card today (05/23/24) and called them to complain and was hung up on. If they have my name and address in their computerized system, it can be removed from the system. If I continue to receive the advertisements, my next step will be to explore my legal options.

  

  Business response

  05/24/2024

  Good morning, We have sent your address to our direct mailer to remove you from the mailing list, However third party advertisements such as Val *** we have no control over what flyers they mail. We have removed you directly from our mailing list. Thank you for your time. 

  Customer response

  05/24/2024

   
  Complaint: 21753120
  
  I am rejecting this response because:This advertisement is NOT a Val-Pac ad, and WireNut has previously told me they were taking my name off their mailing list, but I continued to receive the ads. I don't think WireNut is being truthful regarding this matter.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was talked into replacing a furnace that was functioning just fine using discounts and scare tactics. The new furnace is much louder than my old one, blows cold air and blows very powerfully so that it sets off my asthma. I went on the internet because I was very displeased with the new furnace and discovered that I had been charged more than double what a normal furnace installation should have cost and the unit that had been installed is not even a high efficiency unit. I called several HVAC installers in the area and they all confirmed that I had been dramatically overcharged.The estimate was made on March 22, 2024. The new furnace was installed on Fri April 12, 2024. It is much louder and blows cold air from the vents. I called to report the problem on Mon April 15. A WireNut technician returned on April 19 to adjust the furnace. He adjusted the blower as low as possible to reduce the noise but couldn't increase the temperature blowing out of the vents. It is still too loud and blows cold air. WireNut is scheduled to come out again on April 22 but they say their notes suggest the unit is working just fine and there is nothing they can do. The new ductwork also seems to have affected the operation of my water heater which is producing cooler and cooler water. I trusted that they were knowledgeable and honest because WireNut says they are all about customer service and they have A+ ******************** rating. I have not found that to be true.I want them, at no additional cost, to remove this furnace and install a high efficiency unit that works as quietly and effectively as my old furnace and doesn't affect the operation of my water heater or, alternatively, remove the unit they installed and reimburse me 100% so that I can work with a company that will not mislead and overcharge me.

  

  Business response

  04/24/2024

  Good morning,

  Our technician was out on 3/22/2024 and determined the system was very old and had a cracked heat exchanger which can be very dangerous and possibly leak carbon monoxide in homes.  To address the issues found, our technician presented 3 different options to the customer.  The customer chose to go with the mid-level option for the furnace and signed the estimate for replacement.  Subsequently after the installation, our technicians went out and adjusted the fan speed on the new unit and took temperature readings on 4/18 and verified everything was working within manufacture specifications. We sent out a different technician on 4/22 where he also turned the fan speed down even more and took readings of the temperature through out the home and verified all readings were within manufacture specifications.  The technician also replaced the filter inside the unit to better help with allergies at no cost to the home owner. Attached are pictures of the temp readings that were reported on 4/22/2024

  Customer response

  04/26/2024

   
  Complaint: 21599325
  
  I am rejecting this response because:

  The unit had "incipient cracks" and rust but was not leaking CO. I was misled with scare tactics and rushed into the job, which I tried to cancel within what I have just found out is a 3-day window which exists for contracts in **. The bigger issue, since it is too late to go back to the old furnace, is that the new one is not sized appropriately for the duct work that exists in the house and they haven't taken steps to mitigate the problems that result- a very high volume of air blowing out of the vents at a temperature that is too cool to be comfortable and which causes a constant cold draft at knee level. The noise includes a rhythmic humming or buzzing, besides the loud combustion and blower noise, which is apparently a harmonic set up in the ductwork. Also a fireup of the furnace that sounds like a rocket firing up and which happens just below my bedroom.

  They have scheduled to come out with a Rheem representative on May 3 to try to resolve the problems which I do appreciate.
  
  Sincerely,
  
  ***************************

  

  Business response

  05/14/2024

  Good afternoon, 
  
  We had a Rheem representative out with our HVAC managers on 5/3/2024. Based on recommendations from the Rheem representative we scheduled our installers back out on 5/13/2024 to install a damper on the master bedroom supply.  This will help with airflow and static pressure. We are also making changes to the Plenum to improve overall airflow which includes moving a supply from plenum, to the supply trunk.  This will also help reduce static pressure further more.  These modifications will improve the noise of the system as well as the airflow. 
  

  Customer response

  05/14/2024

   
  Complaint: 21599325
  
  I am rejecting this response because:

  Although the problems have been diminished subsequent to the modifications made by the WireNut technician yesterday, 05-13-2024, the issues still exist. The blower is much louder than my previous unit, the secondary hum still exists (with the WireNut technician we determined that the vibration is being generated at the return vent in the hallway near the bedroom) and the air being delivered at the vents is between 70 and 84 degrees since the additional work was completed. According the the Rheem Representative, the temperature at the vents should be from ******* degrees. According to the technician, the static pressure readings have been decreased from 1.8 to 0.45, which is a huge improvement, but I believe the manual says they should be at 0.2.

  I look forward to continued collaboration between the Rheem representative and WireNut technicians to resolve the remaining issues.

  
  Sincerely,
  
  ***************************

  

  Business response

  05/24/2024

  Good afternoon, the make and model of the system we installed has a recommended *** static pressure between 0.12-1 inch.  Your system is at .4 which is within manufacture specifications. The Rheem representative, as well as WireNut technicians are scheduled to return on 6/19 to follow up. However, recently we received notice that  you are disputing credit card charges, in order for our contract to remain valid and for us to continue to work with you full payment will need to be made. 

  Customer response

  08/26/2024

   
  Complaint: 21599325
  
  I am rejecting this response because: 

  WireNut cancelled the Rheem ***** visit on June 19th which might have confirmed that problems still existed. It had taken much insistence on my part to get a Rheem *** on-site, who required that modifications be made because WireNut had kept insisting that the unit was working properly, which turned out not to be true.

  In addition, although it is true that the modifications which they made reduced the static pressure, they did not correct the loud ignition noise nor the extremely powerful/uncomfortable airflow problems. Attached below, please find the quote from an independent contractor. They performed an airflow test and determined what WireNut does not want to admit, which is that the furnace which was installed is too big for this house and the ductwork which exists and that is why the forceful blowing, which can be felt several feet from the vents, cannot be sufficiently decreased by baffles. In addiition (I probably can't explain it quite right) changing the set point at which the first stage blower fires as much as possible to reduce the ignition noise and strong blowing, will strain the furnace and result in a significant'y shortened lifespan for the unit. WireNut is trying to ***** rig a 4 ton blower unit which should simply have been removed and ***laced with a 3 ton unit. 

  
  

  In addition, WirNut stated to ************** that I had refused mediation. That is untrue. It has never been proposed or scheduled with Judicial Arbiter Group. 

  
  

  Given that WireNut has been deceptive at every step in the process, and that they have not met any of the BBB standards for trust on this job, I would prefer to have no more dealings with them. I request that they remove the unit and withdraw their claim from ************** for the balance of the work which was never satifactorly completed. I would also like to know if they are still family owned, as claimed in their advertising, or are now franchised and who is included in their claim of ****** happy reviews?

  
  

  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Invoice date: 03/28/2023; Invoice#: *********; Contract Amount: ********; Work began 05/22/2023. On 12/21/2023: The ************************ Inspector said the work done by Wirenut did not pass inspection. He showed me that the outlets were not rewired with new wire per contract among other things that were not done or done right. 01/25/2024: Wire Nut sent an electrician to take pictures of the wiring etc., inside and outside the house. He stopped taking pictures and told my husband that he could see that the work wasn't right. 01/26/2024: I contacted the finance company, GreenSky, requesting to suspend payments until Wirenut follows through with the contract. I am paying for work that didn't happen and for work that was not done right.02/02/2024: I called Wirenut and left a message requesting to speak to someone in management who will help see that the work gets done per the contract and pass inspection. Wirenut has not returned the call.02/06/2024: ******** representative said they were reaching out to the merchant (Wirenut). To my knowledge, Wirenut has not responded. 02/14/2024: Wirenut has not followed up with scheduling to replace and fix wiring, breakers, etc., per the contract and the Permit Inspection Report.

  

  Business response

  02/20/2024

  Good afternoon, 
  
  
  We are obligated to complete work and ensure it passes inspection. The work has been completed we are needing to make a few corrections in order for the work to pass inspection. Our install manager reached out to schedule himself as well as the technician out to go over the corrections needed with no success our install manager left a voicemail and has not heard back from *************. 

  Customer response

  02/21/2024

   
  Complaint: 21293464
  
  I am rejecting this response because: The work is not complete. Full rewire of the home did not occur. The install manager called when I was at work and my ringer is turned down during work hours. His office called me this morning when I was at home and an appointment is scheduled for Monday, February 26, 2024 to go over the scope of the work and everything hat needs to get done. According to the ***************** Inspector, the kitchen alone will take several days to correct.
  
  Sincerely,
  
  Velvet ****

  Customer response

  03/06/2024

   
  Complaint: 21293464
  
  I am rejecting this response because: 

  The first electrician, ******, did not complete the job the week when it was originally scheduled in May 2023. WireNut did not return my calls to schedule finishing it the following weeks after that. ****** left a ladder and boxes of equipment at my home that sat for months in the garage and yard. It took multiple calls to get the company to take care of what was left unfinished. The breaker for the microwave kept tripping causing me to replace it. The Pueblo Building Inspector reported the breaker was not correct. Although WireNut did come to work on the tripping of that breaker, it started tripping again. I do not want to replace another microwave. The permit process is WireNut's responsibility. If the job were complete per the company's response, the inspection should have taken place in June 2023, not 7 months later. Further, major corrections could have been made sooner, including wiring the house with all new wire per the contract. 
  
  Sincerely,
  
  Velvet ****

  

  Business response

  03/12/2024

  Good afternoon, 
  You are correct the work was not completed. Our install manager visited your home and had a conversation with you to ensure we understood the scope of work and completion of tasks that still need to be done. We had technicians back out on 3/7/24 to complete some of the work. We also have our install manager and electrician scheduled 3/28/24 to wrap up any remaining work needed to be complete the job.   We would like to offer $300 refund back to you for the inconvenience this has caused you.

  Customer response

  03/15/2024

   
  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.
  
  Sincerely,
  
  Velvet ****

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My furnace stopped working and I called WireNut who sent out a technician to have a look. The technician took about thirty minutes troubleshooting and determined that I needed a full HVAC system replacement. I was provided four quotes ranging from $15k-$30k for a new HVAC system.I decided to get a second opinion. I called another local company to take a look and they sent out a technician. The technician took minutes troubleshooting the issue and immediately found a cracked/inoperable hot surface ignitor. He replaced the part and my furnace started working again. I do not believe that WireNut has such incompetent HVAC technicians that they could not find the issue. Rather, I believe that this is a systemic practice that WireNut uses to take advantage of others and make them believe they need equipment they do not. I am curious how many HVAC systems they have replaced in this city using this practice.

  

  Business response

  01/10/2024

  Good afternoon, 

  Based on age of furnace and rust on primary heat exchanger, ************** determined it was not in the best interest to try and repair, therefore provided system replacement options. replacing the hot surface ignitor would get the furnace to run but there is the concern that the rust would cause the heat exchanger to become compromised, which is a safety issue. Attached is a photo of the rust on the primary heat exchanger potentially posing a safety concern. 

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One of your drivers cut me off and slammed on his breaks his license plate is attached in the picture. Everyday there vehicles blend in with traffic and drive aweful and don't care about others safety

  

  Business response

  11/02/2023

  
  While we do not consider this services that have been rendered. Thank you for letting us know about the driver, we do have GPS in our vans and take public safety seriously. We will look into the driving records and action accordingly.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wirenut's ***** came out and told me no ******* heaters were available because of covid. ****** also guaranteed me this intertherm would produce the same heat as *******. It has not! This heater has been adjusted 4 times and it still only blows warm air 71 to 84 degrees when temp is 43 outside. Last year when temp was 0 the thermometer in my living room was at 62 degrees 10 foot from thermostat, my kitchen another 10 feet away was at 58 decrees. I am videoing temp gun readings from every vent starting today to prove intertherm should not be on the market as it wasters ****** more in propane than my *******. I have 7 or 8 years of propane bills showing I only used ****** to ****** in propane each year. I have bad arthritis and have been in severe pain the last 2 ******* with this intertherm air warmer. I will keep recording temp until I have more than enough evidence that intertherm is worst heater on market. Also every intertherm chimney leaks and ******************** was in formed of this December of 2020. They refused to fix my leaking chimney until I threatened to *** them. It took from 5-1-2023 to October to remove wet drywall, insulation and treat black mold they caused from letting my chimney leak for 1 year and 6 months. Had I not threatened to *** ******************** for this damage they would have just left my home full of black mold and leaking chimney ******************** installed. This is worst company and heater I ever had or had to deal with. How many other people has ******************** done this to?

  

  Business response

  10/09/2023

  Good afternoon, 
  
  We installed a new modular furnace 11/20/2020. Getting our hands on a ******* system was impossible at this time due to Covid and the limited supply and shipments. The system we installed is in direct comparison with ******* just a different name. When we found out about the damage of the roof vent mold and drywall we jumped into action and had 3 different companies out to repair the damage that was caused We also refunded $400 back for the little extra material bought out of customers money. Our Install manager came out and tested the function of the system and it was running within manufacture specifications. We offered to refund the total amount for the install back and will be sending that out in the mail in roughly **** business days.  

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This issue has actually been going since 2017 Wirenut installed a new water heater and air conditioning. Once installed the first issue:was it did not cool in the upstairs area, I was advised by the technician due to additional ducks would be needed to cool the upstairs bedroom however that was not mentioned prior to completing installation. GOING FORWARD: I had an emergency and had to shut the water off and the main shut off valve was blocked. I called Wirenut and was told they would have to pull the unit out to replace and it would cost me over $3,000 to do the work. I spoke to several manager's and was at one point told by the representative that since I did not have any pictures to show that it was not blocked prior to them installing their units they would not replace. THIS HAS BEEN GOING BACK AND FORTH FOR A FEW YEARS!!! WHICH BRINGS ME TO TODAY 9/19/2023: TECHNICIANS (2) from wirenut came over to again assess the shut off value and said No problem easy fix we can just install a new shut off valve near the top of the water heater which they did. Later that night I went to clean up the kitchen and get ready for work and I HAVE NO HOT WATER! I called the after hours number and was told that someone would contact me shortly, after an hour no response I called again and was told the same thing now 2 Hours later no response. I called again and was told this would be sent to the on duty supervisor and I would be contacted shortly it is now 3 hours later 11:58pm and still no response!!! I am asking to have all repairs to be made and hot water to be restored. ALL RECORDS ARE PHOTOS ARE ON FILE WITH WIRENUT AS THEY TAKE PICTURES EVERY TIME THEY DO ANY WORK AS WELL AS LEAVES A STICKER ON THE FURNACE.

  

  Business response

  09/20/2023

  Good afternoon, 

  We have set resolutions in place we sent out a plumbing technician on 9/19 he installed a new shut off valve at no charge. We refunded the amount put down on an estimate back and you should be receiving that refund in the mail. On 9/20/2023 we sent out our plumbing supervisor first thing in the morning to address the no hot water in the home and the plumbing supervisor was able to restore water in the home on 9/20/2023 first thing in the morning. We have completed the repair in question and have refunded the money back that was put down for the shut off valve replacement last year as we completed that at no charge on 9/19/2023.

*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. ↩