Complaints

• Initial Complaint

  04/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They installed a furnace for me and I talked to the guy he said it would be about ******* or a little more but when they wrote out the receipt it said *******. That is not what I was quoted. They gave this to me after the work was done and I signed it because I needed heat. I think he took advantage of me because I am 83 years old,

  

  Business response

  05/06/2022

  *************** called Four Seasons on 04/30/22 requesting a service call due to her boiler leaking water and making a noise. Four Seasons dispatched a technician to the customers home that day and diagnosed that the 47-year-old boiler had a hole in it. He recommended to *************** to replace the boiler as it was not repairable. At this time, the technician quoted the customer $11,190 to replace the boiler with ***** Fargo that offered 6 years finance at 0%. *************** explained to our technician that she only gets a monthly check because she is a senior citizen and would not be able to afford those payments. Our technician called an account manager that was in our office and explained Mrs. ****** situation to him and wanted to see if there was anything Four Seasons could do to help while on speaker phone with ***************.The account manager took the information provided and placed the technician and *************** on hold. After a brief hold, he got back on the line with the customer and the technician and said Four ******************** could apply a discount of $1197.00 towards the boiler installation bringing the total cost down to $9993.00; $138 and some change per month. He specifically asks *************** if she is comfortable with that monthly payment to which she replied yes. The technician thanked the account manager for his time and said he would be calling ***** Fargo to help *************** apply for financing. This recording is available for your review.
  
  *************** was denied financing through ***** Fargo but approved through Greensky. Greensky does not offer a 6-year 0% financing plan.They only offer 5 years to which the customer agreed upon for the same price. A contract between Four Seasons and the customer with the terms and conditions along with the consumer rights form was signed and agreed upon by *************** while our technician was still in the home; 24 hours prior to the boiler installation. All of these documents are attached for your review along with the service invoice *************** signed.
  
  The following day, on 03/31, an installation team was sent to Mrs. ****** home to install the new boiler she purchased. After the installation was complete and the unit was operating, *************** again signed a job completion form that the work was done to her satisfaction. This form is also attached for your review.
  
  On 04/11/22 (almost 2 weeks later), Four Seasons received a phone call from *************** stating that she thinks the price of the boiler is too much. She was transferred to our customer service department that spoke with *************** at great length to which she felt she could get 3-4 boilers for the price she paid because Menards has them on sale. It was explained to ************** that while Menards might have the equipment advertised at a cheaper price, it doesnt include the installation service, additional material needed,or warranty. *************** agreed that she was happy with Four Seasons service during the phone call; just not the amount she paid for the boiler. This recording is also available for your review.
  
  Based on the information provided, the customers complaint is without merit and solely based on price. *************** called Four Seasons due to her boiler not operating. She was provided a quote to which she agreed upon both orally and written, multiple times prior to installation to which we have provided documentation. The customers request to only pay $2,000 for an entire boiler installation is unrealistic. The equipment itself costs more than double that.  This complaint falls under the BBB guidelines for price and policy which is beyond the purview and we respectfully request that it be removed from our record. Please feel free to contact our customer service department at ********************** for any further information. Thank you

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Four Seasons Plumbing came out March ***** to fix a worn out valve on my shower. in order to get to it they had to cut one of the walls ; the 2nd person was supposed to come in and continue the repair. the 2nd person destroyed one of the panels on the wall from cutting a large hole around the valve they were supposed to replace was. Repairman put it back the way it was and left. **************** called me and i told them they needed to replace the one panel (I was told by another company that it would cost about $2,000 to repair.) Four Seasons offered me nothing for what they did.

  

  Business response

  04/20/2022

  Hello,

  At this time we have attempted to reach out to ****************** several times. Our goal has been to work with him and come to a resolution based on his experience and desired outcome. Moving forward we will continue to be available to speak with him about his complaint.
  

  Customer response

  04/21/2022

   
  Complaint: 17022426
  
  I am rejecting this response because: Rec'd NO return calls or voice mails from 4 Seasons
  
  Sincerely,
  
  ***********************

  

  Business response

  04/26/2022

  Hello ******************,

  In an effort to continue work toward a resolution our customer service team has attempted to reach out to you several times by phone and email. The contact info we have used has been ************ and ************************ date we have been unable to reach you successfully using that info. We ask that you call ********************* to speak to our customer service manager. You may also email our customer service team at ****************************************************************.
  

  Thank you,

  Four Seasons Customer Service

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

  Customer response

  04/28/2022

   
  Complaint: 17022426
  
  I am rejecting this response because: No contact from business on either E-Mail or cell phone!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 12, 2022, our furnace was not working properly. We called Four Seasons to come to our home to see about repair possibilities. They were able to send out a service tech that afternoon. Upon inspection, he found that the ************ had gone bad. He suggested a new furnace and possibly a new A/C unit. We opted to purchase the combo, furnace and A/C. The cost was $13245. Installation was done on Monday, March 14. Upon completion of the job, I handed a cashier's check to the installer for the full amount. The service tech who made the sale returned during the week to inspect the installation. He was satisfied with the work that was done. I pointed out a fairly large scratch in the hardwood floor near the entrance to the home from the garage. He photographed the scratch and emailed it to the home office. Later in the week, we received a mailer from Four Seasons which offered $2400 in rebates with the purchase of the Lennox A/C & Furnace combo. I called Four Seasons back on Saturday, March 19 and asked if I could be considered for the rebate offer. After being transferred 3 times, I was informed that that offer did not applyn to my purchase. I was given a reason that my A/C unit was only 13 seer and the offer was for the 16 seer. I did not see that anywhere on the mailer. The offer also included free 12 years parts & labor guarantee, free Nest Thermostat ($595 value) and free whole home humidifier ($995 value). I was offered nothing at all. Maybe I should not have paid the whole invoice at once. Please do what you can to remedy this situation.My customer number was ****** and the job number was *******. Thank you.

  

  Business response

  04/28/2022

  Four Seasons has spoken with ************** in regards to the promotion and how the equipment he purchased doesn't qualify per the disclaimers on the advertisement. However, out of good customer service Four ******************** will be installing a free Nest thermostat for ************** on 05/06/22. We would also like to address the scratch on the customer's floor but have not been able to get in contact with ************** since we last spoke. If ************** can give us a call at ********************** when he has time, we would greatly appreciate it. Thank you!

• Initial Complaint

  04/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I asked for this businesss services for a routine tune up. What I got was a service call which turned into a sales pitch on why I should get a new furnace + a mediocre clean up. I let the rep in, he proceeded to putting the thermostat heat on **** I showed him into the ************* proceeded to ************* for the next 10 mins. He then called me saying that pieces in my furnace were giving off extreme heat & that I needed to at least replace the pieces for $2000 but he ***** want to work on my furnace & pushed me to buy a $6700 brand new furnace so that he would feel comfortable working on it.I told him I have home warranty & that I will have to file a claim with them for this matter. He then changed demeanors and got upset, because that he wouldn't get money. He yelled at ******* wife on the risk & fear mongering on what would happen if we ***** buy a new furnace & acted as if my furnace was going to break. He gave us a charge higher than agreed and left. Never send report. Next day I contact the home warranty, they send a man who tests every component in the furnace for *** voltage & everything aside from 1 piece tests at a lower level. The piece replaced cost $122, not $2000. He test for carbon monoxide, no threat. He highlighted that structurally everything is fine & that it seems companies are increasingly refusing to work on older furnaces. He was not surprised to hear the tactics utilized & he simply recommended that I change furnace filters more frequently. So not only was the four seasons reps lying about piece replacement but he was not using any data to back the need for replacement & was simply saying I can tell you guys are first time home owners I can see the fear in your eyes in a condescending way. The person that came the next day said the four seasons rep did a pour job on cleaning. So not only did I pay for a sales pitch and to get yelled at, but the rep ***** do the job required honestly. This should warrant a full refund.

  

  Business response

  04/14/2022

  Four Seasons has addressed and resolved the customer's concerns and a full refund in the amount of ****** was warranted and fulfilled on 04/06/22. We appreciate you bringing this to our attention. Thank you for your time.

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to Four seasons heating and cooling about installing air conditioner. The sale person came out and give me a price. I asked the sale person is my furnace compatible with the air conditioner (The sale person say yes) I proceeded on with financing process. March 24,2022 that came out to install the air conditioner they were have problem with my thermostat. the technician could not get the heat or the air to come back on. The technician told me that he would have to tear down half of my wall to find the wire. Technician suggested a wireless thermostat that did not work at all. March 25,2022 I have no heat in my home at this point reach out to the company to let them know that. March 25,2022 at 1;30pm they seen out a new technician to my home to tell me I need a new furnace which before they touch my furnace it was running good with no problem. NO one had reached out to help me at all and I have disable person living in cold home.

  

  Business response

  04/14/2022

  ***************** called Four Seasons on 03/09/22 requesting a free in-home estimate for an air conditioner. Currently, she only has a furnace for heat. The Four Seasons salesman went out to the customers home on 03/16,gathered some measurements and materials to provide ***************** a free quote to have an air conditioner installed. ***************** accepted the quote and the installation took place on 03/24/22. Please see the attached contract that the customer signed.
  
  Four ******************** installation team arrived at the customers home on 03/24/22. Since the customer never had air ********************** before and this was a brand new application, the installer informed ***************** that in order to install the thermostat he would need to remove a section of the wall because it required 2 additional wires. ***************** was not happy about that and contacted Four Seasons customer service. It was agreed upon that instead of installing new wires and removing a section of the wall, ***************** would purchase a wireless thermostat at a discounted price of $299. The air conditioner along with the wireless thermostat was installed and both the customers furnace and air conditioner were working properly. Please see the attached job completion form that ***************** signed.
  
  The following day at 10:46am, ***************** called Four Seasons stating that her furnace wasnt working. A service technician was sent to the customers home at no charge that diagnosed that the inducer motor was over-amping, the blower motor was leaking oil, and the heat exchanger had a lot of rust. The furnace was over heating and shutting down. The technician provided the customer with repair vs replacement options on the 17-year furnace and the customer declined stating that he has a warranty through ***** and would be contacting them. Attached is the signed invoice for your review.
  
  On 03/26, an account manager contacted ***************** to follow-up to see if she contacted ***** and if the furnace was working. She abruptly disconnected the call on the account manager. On 03/28 a customer service representative contacted ***************** because we received the complaint she filed with the Better Business Bureau and we wanted to address her concerns. Later that day the customer service representative called ***************** back to send a Field Supervisor out for a second opinion and unfortunately had to leave a voicemail. Four Seasons reached out to ***************** again on 03/29 but had to leave another voicemail. Four Seasons also sent ***************** an email along with a text message to contact us. On 03/31 ***************** finally answered her phone and refused to allow Four Seasons back in her home. All of these recordings,emails, and text messages are available for your review.
  
  ***************** never had an air conditioning unit and hired Four Seasons to install one within her 17-year furnace. After the installation both the furnace and air conditioner was working. It is very possible that the motor on the furnace started over-amping after the air conditioner was installed causing the furnace to over-heat and shut down due to the age and condition of the furnace. Four Seasons did not install Mrs. ******* furnace.We simply installed an air conditioner at her request. Four Seasons service technician also provided the customer with repair vs replacement options to which she declined stating she would call *****. We are more than willing to help the customer out but if she will not allow a Field Supervisor out to her home, there is nothing left for us to do.  Should **************** change her mind, and would like to come to an amicable resolution to the issue she is experiencing with her furnace, she can contact our customer service team by calling **********************. Thank you for your time and attention to this matter.

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've tried to contact this business SEVERAL times to get a detailed (itemized) invoice for services I paid for. I did my homework on how much parts cost before services were performed and I even asked for a detailed estimate as well. They refuse to provide one and will only say that the "diagnosis" is my line item. I've asked specifically for what parts cost and what I paid for labor. They continue to provide it and I have screenshots from the business to back up such accusations. When their technician was here I showed him 2 spots that were leaking from pipes by my furnace. Only one was repaired. I asked about the other and my comment was overlooked and then they said a supervisor would call me to get it fixed. No one has called me nor made an attempt to correct this error. Again, this is in the chat. They're extremely unprofessional and rude.

  

  Business response

  03/29/2022

  ************** contacted Four Seasons through our website because the pvc connected to his furnace was leaking water. A technician was dispatched to the customers home on 02/01/22 that diagnosed that the exhaust pipe along with 5 feet of pvc needed to be replaced. Since the exhaust pipe needed to be ordered, the office would contact ************ back with the price of repair and availability. Please see the attached service invoice for your review.
  
  The following morning, an account manager called ************* to let him know that Four Seasons could get the parts needed and we would be able to do the repair later that afternoon for $750.00. ************** explained that he worked in the city and leaves his home around noon and doesnt get back until 2-3 in the morning. As the account manager was trying to schedule a day and time for the customer to have the repair made at his convenience, the line disconnected. He tried to call ************ back but he didnt answer and his voicemail is not set up to leave a message. Both of these recordings are available for your review.
  
  Four Seasons tried calling ************ back 6 times from 02/02-02/08 until he finally answered the phone. ************ agreed to have the repair performed for $750.00 that Friday as it was his day off and could be available for services. This recording is available for your review along with the attached communication log. ************ even provided our technician with a $35 off coupon bringing his total for services received to $715.00. Please see the attached service invoice for repairs rendered. Note: on the technicians invoice it clearly states after the repair was performed the unit was working and there were no leaks found.
  
  Four Seasons has communicated to ************** verbally,through chat/text, and email several times that the cost of repair is all inclusive. It includes the part, labor, taxes, warranty, and various other costs associated with operating a business. ************** has not contacted Four Seasons to schedule any service for an additional leak. ************** was made aware that the cost of repairs was $750.00 two times before he scheduled the service. ************** even provided a coupon at the time of service bringing the total cost of repairs down to $715.00. ************** was provided the same service invoice attached for your review two times. If ************** was fully aware of how much the cost of repairs would be, and he wasnt happy with the price, why would he schedule to have the service performed?
  
  Based on the information provided, Four Seasons respectfully requests that this complaint be removed from our record due to price and policy. ************** was fully aware of all charges associated with the service he requested and once the unit was operating properly and the repairs were performed, he started disputing the price he paid. We appreciate your time and attention to this matter. Thank you

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a senior citizen on a fixed income. I am being taken advantage of by Four Seasons Home Services LLC, home repair license number *******, address ***********************************************************. On 1-27-22 I contracted with Four seasons for the removal of an old lead water line from the **box to front of residence, installing a new copper 1 water line as a replacement. All work to be plumbed in accordance to plumbing code.They were not knowledgeable about the village codes and did not fully educate themselves about them. The village code requires that all lead line replacements go all the way to the water main. The county code requires that all water lines be at least 10 feet from all sewer lines. The location of the sewer line was known to be next to the existing water line before work was started.They presented a list of work to the village that was not in compliance with all village codes, which the village okd.The work was stopped by the village inspector. Because the trench did not go to the water main and was not 10 ft. from the sewer line. The company filled the trench which they had dug, leaving a 2 high mound of dirt over the trench.Four Seasons wants me to pay for the out of code work they did. They did not complete the contract. They should have known all the codes when they started and written the contract to include those codes.I should not have to pay Four Seasons. The mistake is theirs for not finding out all the village codes before beginning work. They are the professionals. I hired them to know the codes and how to find out the codes. The fact that ***** does not make it easy because they dont put all their codes online was the excuse given to me as to why the contract was not in code. I am just a senior citizen homeowner without knowledge of village codes, I hired them to do all the work in accordance with village codes.

  

  Business response

  03/10/2022

  Four Seasons has accepted the customer's desired resolution and we now consider this complaint closed. Thank you

  Customer response

  03/10/2022

   
  Better Business Bureau:

  The company has agreed not to seek payment for work done to out of code contract.  It has further agreed to do its best to level the area over the trench it dug and fix the area of sidewalk the trench went through.
  
  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

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Four seasons on 10/23/21 to check the compressor on my furnace which was blowing cold air. I was told that I needed a new furnace. I was charged ****** for a miscellaneous repair but no repair was ever done. He also charged me ***** for a service call.. I should have be charged only the ***** for the service call. My customer ID number ******* and my invoice number 1-3350428.....I feel I should not have to pay anything because I asked the repair man how much my charge would be he said to wait and I will check with my boss, he went to his car and never came back with how much his charge was for the day. He drove away. I need my **** adjusted to only reflect the service call. the ****** needs to be adjusted off this ****.

  

  Business response

  03/10/2022

  Four Seasons has been in contact with the customer and this has been resolved to their satisfaction. Thank you for your time and commitment to this matter.

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had 4seasons to come out for a furnace tune up that they offered for $139.95, with advertisment $50.00 off total $89.95; also with 1 year no breakdown Guarantee. Technican by the name of **** came out in November 2021 did his inspection, stating it was in A-1 condition plus reiterating the 1 year no breakdown guarantee.In January2022 I called 4 seasons to inform them of a loud explosion type like sound comming from furnace. They sent out a technican, and after testing and inspecting stated I needed a new furnace , so I called customer service and she stated they would send out another technican for a second opinion, they did and he said the same thing that I needed a new furnace. I called back to customer service spoke with ****, she stated I'd have to speak with her supervisor for resolution. I spoke with a gentleman who stated he was head of customer service and stated I needed a new furnace an how would I like to pay cash or credit. I told him of the guarantee and his responce was; that guarantee is only for the tech to come out. Sir you need a new furnace it cost $4400.00 how would you like to pay cash or credit. Shocked I hung up the phone. I've done business with 4 seasons for some time over the years and always felt we had a workable understanding

  

  Business response

  03/15/2022

  Four Seasons performed a tune-up on Mr. ********** furnace on 11/19/21. Please see the attached service invoice for your review.Two and a half months later, as ********************** explained, he contacted Four Seasons again due to a loud noise that came from his furnace. Since Four Seasons performed the tune-up on the customers furnace within the season, the furnace has a No Breakdown Guarantee*; meaning that Four Seasons will waive the $85.00 service call charge for our technicians travel time and diagnosis of the unit.
  
  Further explanation of the No Breakdown Guarantee* can be found on our website: https://www.fourseasonsheatingcooling.com/offers/furnace-clean-check/
  
  As you can see, the Guarantee specifically states: No Breakdown Guarantee: When you have your furnace maintained by a Four Seasons professional, your ******* heating system is covered by our No Breakdown Guarantee. Should the system breakdown after you have a Four Seasons cleaning, we will return free of charge during that current season!*
  
  *We will waive the $85 service fee.
  
  When our technician arrived to Mr. ********** home on 01/28/22 he found the left burner with flames rolling out along with a flaw in the Heat Exchanger allowing water in the left chamber when performing the water/dye test. While the technician was still in the customers home, ********************* contacted our customer service department and a second opinion on the customers furnace was scheduled for later that day. When the Four Seasons Field Supervisor arrived, he also performed the water/dye test and confirmed the previous techs diagnosis of the flaw along with the flame rollout. He explained to the customer that the system is unsafe to operate and recommended repairs or replacement of the unit. The customer declined both options claiming we should give him a new unit under the No Breakdown Guarantee*. The Field Supervisor explained to ********************** that the No Breakdown Guarantee* only means Four Seasons will waive the $85.00 service call should the unit fail after a Four Seasons tune-up. Please see both of the technicians service invoices showing that the customer was not charged on either visits.
  
  Four Seasons has spoken with ********************** over a dozen times since the service performed on 01/28/22 and have tried to explain to ********************* that just because his unit failed after a tune-up was performed does not justify Four Seasons installing a new unit free of charge. If you go and get your oil changed on your vehicle and the vehicle breaks down a couple months later, the company that performed the oil change isnt going to give the customer a new vehicle for free. However, no matter how Four Seasons tried to explain the No Breakdown Guarantee* to the customer he was still demanding that Four ******************** install a brand new unit for free. Maybe the BBB will have better success than we have.
  
  Based on the information provided, Four Seasons is considering this matter closed. We also feel that this complaint falls outside the guidelines of the BBB purview as it is based on price and policy or at the very least should be considered Info Only. Thank you for your time.   

*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. ↩