Complaints

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contacted the company in Sept to schedule my annual service. Was told at the time they could not send out a technician until Feb. I told them I pay $13.95 monthly to have my heater serviced every year. I should not have to continue to pay for 5 more months to have a service that was promised to occur yearly. I already paid $181.35 by waiting the extra months the same service would cost me $251.10. This was unacceptable to me as a monthly service member. I told the appointment scheduler that I would like to speak to a supervisor or a person in charge. She said she would have someone contact me and it may take 48 hours. I waited over 48 hours and contacted them again on Sept 27th. During the conversation I was told I had been put on a waiting list for a possible earlier appointment no guarantee. I said I wanted a complete refund dated back to my last service. If they cant do the work in a timely manner dont charge the customer for the service. She said she would credit my card that day for $181.35. I received an invoice via my email showing this credit. After calling my credit card company for a week and no credit showing, I gave them a call back. Was told they could see the credit in the system call them back in 48 hours for more info. I did during the conversation I was told they need another week to figure this out. Since then I have called multiple times. I have asked to speak to billing. Was told they dont receive phone calls to the billing department. How do you resolve a billing issue if you cant talk to someone in billing? I have asked for supervisors to be told time and time again someone would call me and never did. After getting nowhere I contacted my credit card company to dispute the charges. They are trying to get some of my money back. However they can only go back so many months. Finally on Nov 6th I just missed a call from a customer relations manager. I called back immediately to be told that the person that just called was unavailable.

  

  Business response

  11/18/2024

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager reached out to Ms. ******* on November 11, 2024, to discuss her concerns regarding her maintenance plan. We extended our apologies for any inconvenience caused by the scheduling issues she experienced and, as a gesture of goodwill, agreed to reimburse the amount she requested. Ms. ******* expressed satisfaction with this resolution, and she is expected to receive the reimbursement within 710 business days. We remain committed to ensuring her satisfaction and encourage her to contact us with any additional questions or concerns.

  Customer response

  11/18/2024

   
  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

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Every month I receive a paper invoice stating I owe them $59.00 for a ******** ******* **** **** that I never signed up for and I receive almost daily phone calls from Hurley and David trying to get me to pay this bill. The invoice states that the money is owed upon completion of the work. I have never had work completed by them as part of any service agreement and the phone calls make it sound like I owe them this money. At best this is harassment and at worst it's a deceptive business practice to try to get someone to sign up for their service plan. I have called them and stated I am not interested and do not wish to be contacted and was told a note would be included in my file and yet the harassment continues.

  

  Business response

  10/21/2024

  Thank you for the opportunity to address this complaint. Upon further investigation, we confirmed that Mr. **** signed up for our ******** ******* **** on August 21, 2023. During this visit, the invoice detailing the plan was emailed to him. As he enrolled in a perpetual plan, it was set to auto-renew unless canceled. Our Customer Relations Manager made several attempts to reach Mr. **** to clarify the situation, but we were unable to establish contact. Given Mr. ****** indication that he did not wish to continue with the plan, we have waived any outstanding balance and formally canceled the plan. We encourage Mr. **** to reach out to us should he have any further concerns or questions.

  Customer response

  10/22/2024

  
  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

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a water heater from Hurley and David. Having children in my home, I needed this job completed soon and contacted Who I thought was a reputable company to replace the heater. They provided me a quote which I signed off on and had the job done the next day in about 2 1/2 hours. Since that time I have spoken about other people told me that they paid $1600 for water heater replacement with service and installation cost $3100. I have asked David about five times to provide me with an itemized receipt of cost of service, labor, permits, etc. they will not provide me an itemized bill. They sent me a bill with the write up of all of the work but then some total of $3100 and did not break out any pricing. Based on the research I've done on the water heater itself, that part is well under $500, so I don't understand what is costing me $2500 for 2 1/2 hours of work and the fact that they will not provide me an itemized bill tells me that something is very off here.

  

  Business response

  10/16/2024

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager has reached out to Ms. ********* regarding her concerns about the $99.00 maintenance charge, which she felt was not adequately addressed. We have proposed reimbursing this amount to resolve the issue. Additionally, we provided clarification on the pricing for her water heater, emphasizing that our rates are determined by various factors, including labor, parts, and industry standards. We are committed to delivering quality service and fair pricing to all our customers. On October 16, 2024, our Customer Relations Manager made an attempt to contact Ms. ********* to discuss her concerns further and explore additional resolutions. We will continue our outreach to ensure a satisfactory resolution.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called hdair this morning at 7:33 am and spoke to Linda about having a technician service my boiler combi unit because I had no heat and no hot water. She said someone would be out between 12-4. She then called again at 3:38 to let me know that two technicians were running late and the first one done would be out. The technician arrived at 3:58 and stated that he told dispatch that he didn’t know anything about my unit and they sent him anyway. He said that he doesn’t know anything about them and would send another technician out that is more knowledgeable. He said that her he never had to do this and since dispatch wasn’t answering the phone he called his coworker to talk over the situation. He said that he had to charge me and would put it in the system as a follow up for someone else to come out. I paid and called the office to verify that someone would indeed be coming out. Rita answered the phone and sent me to dispatch as I waited for 15 minutes on hold before calling back. I spoke to a gentleman that said everyone had now left for the day and there was nothing else that he could do besides email dispatch. I requested that he call a manager on their cell phone and have someone call me immediately because I waited the entire day with their company to be told they didn’t know what they were doing and that I have two young children that I need to provide for. Nobody called me back and all other companies in the area are now closed.

  

  Business response

  02/19/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager has spoken with **************** about this matter, to discuss his concerns with a recent visit to his home. He has stated he is no longer interested in Hurley & David returning to the home to complete any work to address his concerns. We do not want to leave **************** dissatisfied with this service, so to resolve this matter we are issuing a refund of the $89.00 dispatch fee. He will be receiving the refund back to his credit card within 3-5 business days. He is satisfied with this resolution. 

  Customer response

  02/21/2024

   
  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

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 15,2024 I had a Technician come to my house to carry out a yearly service on my boiler. I pay 60$ a year and this service is included.I have had two techs previously come out and work on my boiler. One tech helped me fix a problem I was having and the other did a yearly service. They both informed me that my pressure gauge was faulty but its a visual indicator and my pressure is actually fine.The third tech on January 15,2024 did the service but informed me of some issues on my system. They told me my water expansion tank did not belong on my boiler and was causing high pressure and my weep valve was not relieving that pressure. He proceeded to show me a quote for 2300$ to fix those issues. I remembered what the previous techs had told me and I mentioned to the tech that the pressure gauge was in fact reading improperly. He chuckled and told me he knew that and had already checked my pressure with his gauge and it was well in the normal pressure.This made me realize he was not going to ever tell me this and was going to try and get me to fix an issue that my boiler did not in fact have. The only thing that is actually wrong with my system is the pressure gauge and that was the only thing not on the quote.I asked if I could just get the pressure gauge fixed and he told me that they would not do that and would have to do all the other work at the same time.I told him I was not interested in any of this and he left. I proceeded to call to speak to a manager.I got a call back on January 19,2024 from the operations manager and they told me that it was a miscommunication. They told me I was given 3 options by the tech on the 15th.1.the original 2300$ quote.2.replace just the pressure gauge for 600$3. REPLACE THE ENTIRE SYSTEMI told them the entire interaction but this manager wouldnt take a word of mine into consideration.Could the representative answer whether their techs are incentivized to get more business during a service call?

  

  Business response

  01/25/2024

  Dear BBB,

  We spoke with the ****************** yesterday and reviewed the service he received. There were two options created by our technician during the service call but they were not both sent and communicated properly to ****************** which led to a miscommunication. We have addressed this internally so we do not have this issue again. We agreed to refund ****************** the $148.00 for his membership as a courtesy to resolve this matter and he is satisfied with this resolution. 

  Thank you,

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,We had Hurley and David replace 2 furnaces early December. During the process the condensate line broke and leaked through the first floor ceiling. After several attempts to have HD inspect their work, they directed us to hire an outside entity and denied any fault. We hired a plumber who diagnosed the issue and sent Hurley and David the information. The town inspector refused to approve their work and also contacted them with their findings. While we appreciate the arrangement for the mediation services provided through ****** and paid for by HD, we wanted to acquire about further clean up and restoration services to our home. We are also seeking additional reimbursement for funds spent to hire an outside entity (plumber) to diagnosis the issue, per the companys directive. I have reached out to the company several times to no avail. Attached to my emails you will find an invoice for $200. We will also be forwarding additional incurred expenses as a result of neglect including, but not limited to , the difference in electric bills between Dec 2023 and January 2024 since we had 9 dehumidifiers in our home running 24:7 from Tuesday 1/2/24 through Friday 1/5/2024 as overseen by ****** (per HDs affiliation).Lastly we would like to discuss some sort of financial restitution for services and materials rendered during furnace replacement that did not meet our standards. For the record, this situation has caused us great inconvenience and financial burden, not to mention the potential health hazards associated with water damage.As a responsible and reputable company, we trust that they will take immediate action to rectify this situation further.Thank you,******************************* and ********************* ****************************************************

  

  Business response

  02/01/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager has been in contact with ************** about this matter. Hurley & David replaced the gas furnace in his home on 12/08/2023. During the installation, our technicians connected to an existing PVC drain and during the process mistakenly caused a leak in ****************** home causing damages to drywall. We have had a restoration company as well as a contractor on 1/31/2024 to assess the damage to the drywall. The contractor will be scheduling with ************** to have the drywall repaired, and we will follow-up after to ensure everything is completed to his satisfaction. We apologize for the inconvenience this has caused and we will work with ************** to provide a satisfactory resolution. 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov. 19th, 2023, my boiler stopped working. On Nov. 20th, I spoke with a Hurley and David rep by phone, because their repair man had not shown up, and they confirmed that they do ervice on my boiler model, named ***, and they rescheduled my appointment for the next day. On Nov. 21st, a service rep arrived several hours later than the scheduled appointment. He seemed puzzled by my boiler, and I gave him the manual to read. He observed the boiler for at least 30 minutes, noting he did know what was wrong with it. He noticed some rust on one of the connectors and said that must be it. He also noticed a minor drip on one of the brass connectors and said maybe that was it. He really seemed to have no idea. I paid him an $89 plus tax because he indicated that I had to do so, but later I immediately began contacting another service providers and had to place an emergency call into this technician, who came that night, opened and cleaned the boiler, told me how to replace the brass cap myself and charged me $285. It was repaired and the repair technician said the rusting connector had nothing to do with why the boiler stopped working. The rusting connector will need to be repaired eventually (in the spring he said would be good), but it was not the reason for the repair. I contacted Hurley and David and asked for a refund, due to the lack of knowledge and inability to diagnosis the problem of their service technician, and they called me but the connection cut out. They did not call me back. I phoned them immediately and no one at the site was able to help me. Nor did they know who had phoned me. I would like the $89 back. They never should have indicated they repaired this type of boiler if their technician knew nothing about it. They performed no service. I ultimately had to pay an emergency repair fee to someone else because they did not show up the first day, arrived late the next day, and did not know what was wrong right before a holiday. I needed heat/hot water.

  

  Business response

  12/08/2023

  Our Customer Relations Manager has made attempts to reach out to ************ but we were unable able to reach her to discuss the experience with us further. We take customer satisfaction seriously and we are sorry that we did not meet her expectations. We encourage ************ to reach out to us about this matter and we would appreciate the opportunity to discuss and resolve her concern. As a good faith effort we will proactively refund the $89.00 dispatch fee from our service visit on 11/21/2023. This will be applied back to the credit card used at the time of service in 3-5 business days.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  New hot water heater , furnace and central air replaced in April 2023. I have called Hurley and David 5 times to get forms so that I can get a rebate for mass save. I have been told that they will give info to the appropriate person . I called two weeks ago and got the same message that I got today , will pass info on. Called today 7/07/23.

  

  Business response

  07/12/2023

  Our Customer Relations Manager reached out to ******************** to discuss this matter. We apologized for the delay in sending the requested documentation for the Mass Save rebate. We confirmed the form was mailed on 7/10/2023. We will follow-up with ******************** later this week to ensure it's been received. He is satisfied with our response at this time. 

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 8, 2022, we contracted with this company to install a boiler/ water heater combo. The installation occurred on November 29, 2022. All is well with unit. At the time of sale, we were denied traditional financing (our fault..poor credit), but were able to borrow from a family member. The salesman informed ******* rebate that would be in the $1500.00 range. He said that we had to do nothing and the company would fill out all paperwork and to expect a check sometime in April or May.On 4/15/2023 we received, in the mail, an offer of rebate IF we replaced our heat exchanger. That notice triggered the memory of the soon to be expected check. I have phoned Hurley and David 4 times, starting on 04/17/2023, each time speaking to someone different.I explained that the check should be due soon and wanted to know when the rebate paperwork was submitted so that I could further pinpoint a receipt date. At NO time did I inquire about amount of said rebate check or why I have not received it. Every time I was told that the request would be forwarded to the appropriate person. I have been logging all requests for information, containing.. date, time of day, who I spoke to and what I was told.I really think someone dropped the ball!I don't think my paperwork was ever filed! How can I find out? Please help.

  

  Business response

  05/18/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager has been in contact with ****************** about this rebate. We apologize for the delay on our end on getting the rebate information sent to her and have addressed this matter internally. They necessary documents were mailed to ****************** on May 10, 2023. We will continue to follow-up to ensure this is received so the rebate can be processed. ****************** is satisfied with our response at this time.  

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Hurley and David on 12/31/2022 to troubleshoot my ***** Boiler. I was told that I needed to replace the fuses and circuit board. They came on 1/3/2023 to do the job and it was never fixed correctly. On 1/4/23 I kept getting a 385 low voltage code and another technician came out on 1/5/23. The technician never checked the fuses that were installed nor the electrical wiring, he said the reason why my boiler was shutting off and I was getting a low voltage code was that I was missing a pump. On 1/7/23 at 12:00 p.m I heard a booming noise from my basement and realized the breaker for my boiler turned off and my whole heating system was down and not turning on. I quickly called Hurley and David that same day and was refused service and told they are no longer working on my boiler since supposedly it was installed incorrectly and that was not the case. The job they did was not insured and they insisted I install a pump that has nothing to do with the electrical work they did. At 5 p.m on 1/7/23 I hired a new HVAC technician to look at it and they found the circuits they replaced caught an electrical fire on the work Hurley and David did on 1/3/23. I called Hurley and David on 1/9/23 to give a complaint on the job and was told they will email me so I can provide the pictures as evidence to get a refund and I never received it. They are still refusing to fix the job even though they were the ones who installed the fuses and circuit board that caused the electrical fire for leaving wires loose. I have been left without heat and hot water since 1/7/23.

  

  Business response

  01/24/2023

  We appreciate the opportunity to respond to this complaint. We are in the process of working with the customer and we are currently waiting on documentation of the other companies visit, and are eager to resolve the matter.

*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. ↩