Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Similar to many of the other complaints, we have experienced very poor customer service, including canceling of appointments the day before. Our main complaint at this point has to do with our furnace. The entire system was replaced at the end of 2017. Within 4 years, the heat exchanger had to be replaced. This was done with a completed disassembling and rebuild of the furnace. From that point on, the system would completely stop working every 2-3 months. Over the course of 3 years, we had more than a dozen service calls due to no heat or A/C working. Most technicians that came out were stumped and replaced different parts that resulted in temporary fixes. The failures seemed to be from loose wires from the furnace rebuild. Harp honored the warranty (SolvIt did the install prior to the companies merging) allowing all the repairs and service calls to be covered. On the latest fall servicing in November, we were told the heat exchanger needed to be replaced again. A replacement was not recommended due to the complexity. The recommendation was a new furnace, which was not covered under warranty. Harp did work with us on pricing of the new furnace due to the issues experienced. In the process they discovered that the size of furnace was too big and likely the cause of the two heat exchanger failures. The best the sales group could do was a price of $6200 (about a 50% discount). We have told our story to at least 2 different customer service reps who were going to escalate our case further to see if they can do better. The latest was early December (over 1 month ago) with no response yet. In mid-December, we purchased the new furnace and had it installed. I am still not satisfied with the resolution offered by Harp/SolvIt and am hoping for a response from the customer service department. My opinion is something more can be done through warranty or just good business practice. If I am sold the wrong product in other places, the cost is refunded or an exchange made.

  

  Business response

  01/20/2025

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager has spoken with *** ******** regarding the replacement of his Gas Furnace. During this conversation, our manager assured *** ******** that we would follow up on the concerns he raised regarding the recommendations provided and his decision to replace the system. We remain committed to addressing *** ********’s concerns and will continue to follow up with him to work toward a satisfactory resolution

  Customer response

  01/26/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  Although I did receive an additional phone call from Marissa the customer service rep on 1/22, there are still some outstanding items. She did explain the original warranty and answered my questions regarding the new warranty. I cannot confirm I fully agree with the implementation of the warranty or the explanation of the reason for the problems we have been having, but it is clear Harp is not willing to replace the system fully, as I still think would be a good business practice in this situation (and if they really want me to feel whole as a customer).

  Accepting that Harp has investigated this as thoroughly as they can and have provided their best resolution, I feel any further conversation would not be productive.

  At the end of our last conversation Marissa did state Harp would be refunding $400 of what we paid for the new furnace directly back to our credit card and would be sending a final invoice. I would like those 2 items to be finalized before we call this case closed.

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

  

  Business response

  02/06/2025

  We followed up with *** ******** on February 6, 2025, to inform him that the invoice had been sent and that he should receive the check by early next week. *** ******** confirmed receipt of the invoice and expressed appreciation for the follow-up regarding his reimbursement. He is satisfied with our response and understands that the check has been issued.

  Customer response

  02/09/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is about as satisfactory as it is going to get.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Harp on 11-05-24 because a pipe on my furnace was dripping hot water. A technician came out and I thought the issue was fixed but not too long after he left the water went from dripping to a steady flow all over my basement floor. I called Harp again and was told that they would send the same guy back out on 11-07-24 between 8am - 12pm. I asked the women I spoke to if I would get some kind of discount because he didn't fix the issue, I was told that there would be no charge. On 11-07-24 I called Harp around 1pm because the tech was not at my house, and I hadn't heard anything about my appointment. While I was on the phone with Harp I asked again if I would be getting charged for this visit and once again, I was told no that the visit was free. Later that day the tech called to say he was on his way but was really annoyed that he had to come back to fix my furnace. He kept insisting not to fix it but just buy a new furnace through Harp. When he got to my house water was still coming out of the pipe and when the tech left my house water was still coming out of the pipe. He didn't fix it all he did was give me information about purchasing a new furnace. My credit card was charged $809.59 for the visit on 11-07-24. I don't understand why my credit card was charged for a visit that I was told was free and the tech did not fix the issue. Harp did not fix the issue with my furnace I had to call a different company to come out and look at it, and the other company was able to fix the issue. I called Harp the next day to complain about my experience and ask about the charge on my credit card. I was told that someone from customer service would be reaching out to me, but nobody has contacted me

  Customer response

  01/07/2025

  I received a call from Marissa in customer relations on 12/30/24 and she asked me to call her back at ###-###-#### which is not her direct line it's the generic number you call to make an appointment. I called harp on 12/31/04 twice,1/02/25,1/03/25 twice and 1/07/25 twice and not one customer representative will connect me to her everyone person that I've spoken to says that they have to send Marissa an email stating that I've called, and she'll call me back. I told every person that I spoke to one the phone to put in the email to not call me after 3pm because I work 3rd shift and I shut my ringer off. I've only received one phone call back from her on 1/03/25 at 3:30pm. I feel that I am getting nowhere with this company.

  

  Business response

  01/10/2025

  Thank you for providing us the opportunity to address this complaint. Our Customer Relations Manager has followed up with *** ****** regarding the service completed at her home on November 7, 2024. Following further discussions, we are awaiting an email from *** ****** to enable a more detailed review of the matter and to facilitate progress toward a resolution. We remain fully committed to addressing the outstanding issue and achieving a satisfactory outcome.

  Customer response

  01/13/2025

  I finally got to speak with Marissa on 1/10/25 she said that she would be sending me an email so I could send her photos. She sent the email at 12:21pm on 1/10/25 and I replied back at 12:51pm on 1/10/25. I have not heard anything back.

  

  Business response

  01/24/2025

  Our Customer Relations Manager has been in contact with *** ****** regarding her concerns. As the repairs conducted were unsuccessful in resolving the issues with her equipment, we have processed a refund for the repair costs. While our Customer Relations Manager made an effort to inform *** ****** about the refund, we were unable to reach her. We encourage *** ****** to contact us if she has any questions or concerns regarding the resolution provided."

  Customer response

  01/28/2025

  
  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,
  
  ******* ******

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our boiler's combustion chamber collapsed at the end of November '24 and our heating was no longer safe to operate. We needed a new boiler installed, chose Harp, and had to finance the cost of approximately $16,000. We were told by two separate people at Harp that the boiler installation would be completed the day it was started (Nov 29). Around midday the workmen said they couldn't complete the job because parts they needed had not been delivered and they left. We called Harp because we had no heat. We mentioned that the salesperson had put a sign in our yard for Harp that read "same day installation or its free" and asked if this meant we now did not have to pay. We were told the parts were suddenly found and the workmen returned. The workmen still did not finish and had to return the next day, during which they had to take three more pauses to leave and get tools they had not brought with them. During installation the workmen were shouting, swearing, and playing inappropriate music on their phones, and left trash in my basement behind. My husband called the company to discuss our negative experience and the same day installation guarantee. It took weeks of my husband calling nearly every day to get someone to speak to him, and once he did he was told that the guarantee did not apply because the workmen had started work on the scheduled day even if they didn't complete it. I have called other companies who have confirmed that in those companies when they offer "same day installation " they mean the boiler is installed, safe, and functional all within the same day. So it seems Harp goes against the industry standard when it comes to what a same day installation guarantee means. Their website states they "guarantee your boiler installation to be on time or its free, with 100% satisfaction guaranteed", but our boiler was not installed within the time we had been quoted and we were far from satisfied. Yet Harp continues to tell us they will not honor the guarantee.

  

  Business response

  01/03/2025

  Thank you for the opportunity to address this matter. Our Customer Relations Manager has been in communication with *** ***** regarding his concerns about a promotion related to the installation completed at his residence on November 30, 2024. After multiple discussions and thorough explanations of the promotion's terms, we extended a goodwill discount as a gesture of good faith and to address *** *****'s concerns. He expressed a need for additional time to consider the offer. We will follow up with *** ***** on Monday to continue working toward a resolution that satisfies all parties.

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last year they canceled our annual burner service 3 times. They just left a message on my husband's phone that they want to reschedule again, they have canceled 3 appointments already this year. I scheduled this year's serve back in May to make sure we had timely service. The call my husband ******** ****** at ###-###-####. They always advertise next day service, why can't they maintain the equipment I bought from them on a timely basis.

  

  Business response

  12/09/2024

  Thank you for the opportunity to address this matter. Our Customer Relations Manager contacted **** ****** on November 26, 2024, to discuss her concerns regarding the inconvenience caused by the canceled appointments. We offered our sincere apologies and proposed rescheduling the appointment earlier to accommodate her. **** ****** accepted this resolution, and the service is now scheduled for December 12, 2024. Following the completion of the maintenance, we will follow up with **** ****** to ensure her satisfaction with the service provided.

  Customer response

  12/12/2024

  This is to inform you that Harp came today to perform the maintenance on our heating system.  They had to come (twice) last week to work on our water heater since we didn't have hot water.  It turned out the oil filter was clogged.  I'm sure that if they had come when originally scheduled in October or any of the other times they cancelled on us, we wouldn't have been without hot water for a total of 4 days.

   

  Bottom line, I didn't have to wait until their fourth appointment date scheduled for May 27, 2025, to have our maintenance performed thanks to you and I really appreciate your help.

   

  Sincerely,

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

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am disgusted with this company! We paid over $15,000 for a new central air system less than two years ago and the customer service is deplorable. To keep our unit running correctly we scheduled a service cleaning over the summer. They canceled on us last minute without notifying us in advance because they were busy. With the weather being so hot we were very understanding. They then booked our appointment for tomorrow in November 6th 5 months later without giving us an option. Well, here we are the night before and I had to call the company to confirm they were still coming and was told the appointment has been canceled and they don't do cleaning services in November! Why would they even book it for November if they don't do the service in November?! We never canceled our first appointment, they did and we moved our work schedules around twice now. This is not on us. They should honor their appointments! I would never recommend this company to anyone moving forward. Clearly, once they have your money, they are done

  

  Business response

  11/13/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager spoke directly with **** **** regarding her concerns about the scheduling of her maintenance appointment. During the conversation, our manager apologized for the inconvenience and assured **** **** that we take customer feedback very seriously. We confirmed that Harp completed the maintenance service on November 6, 2024, and **** **** was pleased with the quality of work provided. As a gesture of goodwill, we offered to reimburse the maintenance cost and to extend her maintenance plan for an additional year at no charge. **** **** expressed her satisfaction with these resolutions and indicated that she would be updating her review with the Better Business Bureau.

  Customer response

  11/15/2024

  
  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,
  
  ****** ****

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date of my ****** installation was 1/2023. The Harp services took 3 weeks to install the system so my home in January could get heat. My house was in risk of pipes freezing because it took them so long to install. Canceling multiple show ups, showing up with different workers each time. Leaving all the old copper and material on my front lawn for 3 days like it was a junk yard. I filed a complaint with Harp they credited me $1,000 on a $12,000 system. About 2 weeks ago my heat would not work or turn on. We had 30 degree weather at night for a week. HARP for some reason does not have any emergency response stating they can come out in a week to take a look at the product. My home was 50 degrees inside during the day and colder at night. I could not wait a week. I had to use another company to come out. They found that the “3-way valve” inside the system was faulty and needed to be replaced. They had to order the part and come back to install it last week on 10/24/24. The first visit cost me $207.38, the second visit cost me $372.23. I’ve been calling Harp home services for 2 weeks trying to get the money back that I had to spend on a brand new system because THEY installed a faulty part. They refuse to call me back. Every time I call I get someone new who tells me “someone will get a hold of you” it’s been 2 weeks. I will attach the receipts. Dealing with HARP home services has been a nightmare from the beginning. This should never have happened and I would like a resolution. Thank you

  

  Business response

  11/08/2024

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager has reached out to *** ***** to discuss the matter. We apologize for being unable to accommodate her request to schedule an appointment under warranty when she needed it. We have addressed this issue internally to prevent similar situations for our customers in the future. After reviewing the invoices for her payment to another company to replace the three-way valve, we agreed to issue a reimbursement, as the repair should have been covered under warranty. *** ***** has expressed complete satisfaction with this resolution.

• Initial Complaint

  10/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Harp came to home 8/10/24 for a heat pump issue. I paid for the initial evaluation but further work was needed. They returned on 8/13/24 and provided an estimate for replacement of a part but said if I bought the service plan the savings would result in a lower price than just paying for the part. I agreed. On 8/21/24 they installed the part but charged me a higher price and never included the service plan. I have been unsuccessful in getting this corrected despite multiple calls to the company. I need the service plan activated and refund of $131.42 which was an overpayment. $1,120.30 HVS-************ (15% Service Pan discount off $1,318.00) $(50.00) ******** Coupon from technician $124.12 ***** Service Plan $75.85 Tax $1,270.27 Total $1,401.69 Paid 8/21/24 $131.42 Overcharged

  

  Business response

  11/06/2024

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager spoke with *** ******* and expressed sincere apologies for the miscommunication that occurred during her service visit. During the conversation, we clarified that the technician did not enroll her in the maintenance program during the visit on August 13, 2024, which is why she did not receive the associated membership discount. As a gesture of good faith, we agreed to refund the potential savings, hoping to encourage her to return in the future. Additionally, our Customer Relations Manager provided *** ******* with a complimentary one-year membership. *** ******* expressed her satisfaction with this resolution and has agreed to give us another opportunity to serve her.

  Customer response

  11/10/2024

  
  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,
  
  ****** *******

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This happened last year and this year too. I called this company to schedule maintenance on my gas furnace and they cancelled 2 days before they were to come out. I have medically compromised family members and needed the heating to work and they cancelled.

  

  Business response

  10/28/2024

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager has spoken with *** ******* to reschedule her maintenance appointment and offered to complete it complimentary on Harp due to the rescheduling. Following the tune-up on October 24, 2024, our Customer Relations Manager followed up with *** ******* today, October 28, 2024. She expressed her satisfaction with the service and agreed that the resolution was satisfactory.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Harp came out to do routine maintenance on our HVAC system on 10/2/24. The system was in working order and had no problems. On 10/4/24 I went down to our boiler room to find water all over the floor. I immediately called HARP and they said they would send out a senior technician the next day from 12-4. This morning (10/5/24) they called to say that they could not send out anyone until Monday because it is their policy to send out the same technician, who was not working until Monday. I told them that was not acceptable as he BROKE something and water is actively leaking in my house. They said they would send out a technician from 2-6. I just received another phone call saying that they will not send out a technician today as they must send out the same technician who broke the system. I said I need someone who knew what they were doing instead. I asked to speak to a supervisor or manager and Ashley said she could not get anyone on the phone on the weekend.

  

  Business response

  10/21/2024

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager recently spoke with **** ******* regarding her recent service visit. We sincerely apologize for any inconvenience caused and have agreed to refund the amount she spent on the service visit, as we were unable to return as initially planned. **** ******* has accepted this resolution. Additionally, we have scheduled a follow-up after her upcoming tune-up on October 30, 2024, to ensure that everything goes smoothly. **** ******* appreciated this proactive approach, and we will continue to monitor the situation until it is fully resolved to her satisfaction.

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today (September 30, 2024) was the day my heating system was suppose to be serviced by HARP Home Services 24/7. This makes the third time HARP cancelled my scheduled service. Obviously, each cancellation is an inconvenience for our household. I was taken aback to read the complaints online that were written about this very issue with HARP Home Services 24/7. The suspicion is that HARP Home Services 24/7 is prioritizing the bigger and more lucrative work projects over the routine maintenance. The excuse I was given each time HARP Home Services 24/7 cancelled my appointment, was that there weren’t enough technicians in the State of Connecticut available. This makes no sense considering each appointment must be scheduled in advance based on the availability of service technicians. I regret hiring HARP Home Services 24/7 to replace my Heating and Cooling system last year thinking that they would also provide the annual tuneup/maintenance. This level of professionalism is apparently elusive for HARP Home Services 24/7 judging for the number of complaints posted online and probably those that are too discussed with the unprofessionalism practiced by HARP Home Services24/7.

  

  Business response

  10/04/2024

  Thank you for the opportunity to address the recent complaint. Our Customer Relations team reached out to *** ****** to express our sincere apologies for the rescheduling of his appointments. As a token of our commitment to customer satisfaction, we offered to complete his maintenance at no charge. During the conversation, *** ****** inquired about the appointment date. Our Customer Relations Manager assured him that if any issues arose, we would promptly dispatch a service technician to address them. We are pleased to report that *** ****** was very satisfied with this resolution.

*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. ↩