Complaints

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had to have water line from house to curb replaced. The estimate was 13,724.00. The technician that gave me the quote said if the sidewalk didn’t have to be torn out. The estimate would be less, otherwise it includes the concrete to replace the walkway . It’s been 3 weeks since the project was completed and Buckeye heating and cooling had not been back to replace the sidewalk. I’ve called them multiple times to address the issue and I’m being ignored. Halloween is coming up and I’m afraid that someone child will get hurt walking in the dark by falling in the whole in the sidewalk.

  

  Business response

  11/11/2024

  Thank you for reaching out and allowing us to address this issue. We apologize for the delay and any confusion regarding the sidewalk replacement. It appears there was a communication issue with our subcontractor, which led to the oversight in completing the final steps of the project. We’re sorry for any inconvenience this caused and understand your concerns, especially with Halloween approaching.

  I wanted to confirm that the work has since been completed, and I also left a voicemail to ensure everything meets your satisfaction. Please don’t hesitate to reach out if you have any further questions or concerns.

  Thank you again for your patience, and we appreciate the opportunity to make this right.

• Initial Complaint

  06/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please think twice before doing business with Buckeye Heating and Cooling. After the power surge and outage my furnace was not working. Buckeye sent out a service man for 99 dollars. He told me the surge had fried thermostat and there was also clear signs of damage to the motor in my furnace. He recommended I get my whole furnace replaced. When I asked if there was other options he suggested I at least replace the motor for 2,500. I asked if the repairs could start with a replacement of just the fried thermostat and he agreed but stated I will probably have problems in the long run. He said even replacing the thermostat will be costly. He replaced it and gave me a bill for 700. The furnace came on and worked great. I asked if he could explain the breakdown of cost and he said he could make it cheaper if I agree to a two time a year service plan. When I asked if he could write up something explaining what total repairs are needed in his professional opinion for my insurance company. He said no that he doesn’t recommend more repairs now and that telling them I need a new furnace would be unethical. I was so confused. I did have another company out to inspect my furnace. They said it looks fine and no repairs are needed. The next day I reached out to the company to get an explanation of the cost and share my experience with their management. I was told someone would have to call me back. I followed up the next day. I waited a week and called again. Once again I was told someone would call me back and he did. I explained how I am sure they were trying to upsale and mislead me into getting a new furnace. I told him I felt taken advantage of and that I wanted an explanation of the bill I did pay. He stated he can not explain what I paid for. I asked to speak to a supervisor he said that he would and get back to me. Over a week later he called to tell me that he can’t and will not break down the bill for me.

  

  Business response

  06/10/2024

  Thank you for the opportunity to service your home.  Will we investigate with the management team regarding your interaction with them regarding the pricing concern.  In regard to the technician visit, on May 16th, the service technician visited the home and here were his findings: 

  The technicians notes from the day of the visit:  

  Client states they had a power surge and now system won’t turn on, said board was reading a 23 error code pressure switch won’t close. Went down to furnace and found board is reading error 24, low voltage fuse blown. Opened up unit and found fuse popped. Replaced fuse with a resettable fuse, applied power to furnace and fuse immediately popped. Removed Ecm blower motor and inspected module, no evident damage to module but some of the epoxy filler is bubbled up indicating there was some heat generated in module. Put motor back in place and removed thermostat from wall, thermostat has the distinct smell of burnt plastic. With thermostat off the wall, went down to furnace and cycled power. Fuse no longer pops. Jumped r to y and system kicked on properly. Blower motor rotated back and forth slightly which could indicate blower motor was damaged. Thermostat is what is causing system to trip. Client approved replacing thermostat. With new thermostat, unit kicked on properly. Checked amp draws on blower. Amp draws were normal. Temp drop was good at 22 degrees. Static pressure is slightly high at 0.89. Checked filter, filter was in poor condition, replaced with one client had on hand.
  Honeywell t6 pro Wi-Fi thermostat
  True comfort heating and cooling membership

  
  We are an up-front pricing company, this means that prior to any repairs being made, clients are given a price up front. This price is all inclusive of materials and time necessary for the work needed and the price does not change if the repair takes longer than anticipated or if the price of materials is higher than expected.  The client then has an opportunity to approve the recommended work or decline the recommended work.  Often times, there is an immediate concern, in this case, the immediate concern was that the thermostat had failed.  The technician noted that there are additional items with this furnace that will need attention in the future.  Anytime we notice items that need addressed, we make sure to inform clients right away so that they can make the best decision regarding repair or replacement.  Neglecting to mention that the motor showed signs of weakness would not be in the best interest of our clients.  

  If you still have questions or concerns regarding the service visit, please don't hesitate to call and ask for Sherry.  

  Customer response

  06/11/2024

  Most of what you said was true but you did attempt to upsale me.

  I did approve the charge of the thermostat  It was the fact that it was present to me first that I needed a new furnace. That was the sales pitch. When I asked for other options that he suggested the motor. If was only when I asked if we could start with replacing the clearly burnt out thermostat that he stop telling me that I needed a new furnace or at least a new motor. If I had taken his advice,  I would be out the price of a new furnace.  Clearly a new furnace was not what was needed.

  I had to pay another company to come back out to check your work. This only happened after your employees would not communicate with me. I only wanted reassurance that I really didn’t need a new furnace as the technician had originally stated I needed for safety reasons . You guys are the experts and we have to trust you. I did trust him. When it went from you need a new furnace to that it will be unethical to say you new a new furnace that I got concerned.

  I felt manipulated. I clearly needed a new thermostat but not a new furnace. Which is what I got. I did not request my money back. I just wanted an explanation of the bill I paid. I wanted to have a different employee come out and double check if I really needed a new motor or furnace. 

  I approached you kindly asking for reassurance that I did not need more work done and information breaking down the bill I paid. It was your companies unwillingness to communicate that gave me even greater pause and concern that I was being taken advantage of. This whole situation makes me feel that you are not a company that can be trusted within my community.  

  
  These employees need training on how to communicate. It should not be the practice of your business to say you need a whole unit replacement when it is possible you only need a thermostat. Phone calls and concerns should address within days not weeks. You should be able to communicate a break down of your charges. We own our own family business and I would never treat a customer like you treated me. 

  
  Regards,
  
  ********** *********

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/21/2024, the technician installed a whole home humidifier. After tech left, we started to notice the Nest thermostat was showing offline. I power cycled it and factory reset both did NOT work. It still does not see any WiFi access points in the area and randomly restarts itself. Our other Nest thermostat works just fine. I called them and they sent a tech out. He said, "It's a bad thermostat." "We can replace it with a HoneyWell, but you will have to pay for it." "I said no, you broke it and I am not paying for a new one." "He said, this is why we don't like Nests. They are finicky." I told him they should advise people about working on a system with a Nest. He felt they shouldn't have to. I called the office and they said someone from management would call me. Days go by and no call. I call them again and they said they marked it as an emergency. No call. Then 5 days after the first call, the field supervisor called me and said they aren't responsible. The way he viewed it, the work was for the humidifier and thats it. Not the whole furnace eco system itself just the humidifier. He gave he's stamp of approval for only that. I called the office again and was told someone from management would call me. No call again... I called again and was told someone would call... However 2 days have gone by and no call. On their website, "We feel so strongly about providing quality service and supporting quality people that we have a set of core values to measure ourselves against." <--- This doesn't seem to be the case. You all pride yourself about 5 star reviews, but when someone comes to you all for a valid complaint you do nothing. NOTHING. $249 is the price of a new Nest thermostat I bought. Buckeye Heating, Cooling, & Plumbing should PAY FOR THE NEW ONE. I have been a loyal customer for 5 years now. Not after today. You all need accountability for the damage you caused.

  

  Business response

  03/25/2024

  Our manager spoke with the client. Client was told that given the system worked fine, there were no shorts in the system and that everything was functioning properly. Client stated that something had to have happened to cause the thermostat to fail, and we explained to him that the only thing that happened was that we shut the power off to hook up the humidifier wiring. A thermostat needs to be able to withstand a power cycle and operate just fine afterwards. His did not.
  
  The client was told that we cannot take liability for the malfunction of the thermostat. Initially it was the internet that was not connecting, and other things were noticed regarding their thermostat. We recommended getting in touch with Nest to see if they could get a new one under warranty but client wanted assurance that if they couldn't get a replacement, that we would cover replacing the thermostat. We explained that we could not. Client advised that he will be getting his attorney involved and hung up.

  We will not replace a client provided thermostat simply because it failed. As we pointed out to the client, it should still be under warranty, but that is his responsibility to pursue. We performed all work in a professional manner and had nothing to do with its failure.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have a prepaid service for heating & cooling agreement with Buckeye Heating, Cooling & Plumbing. I called to get the winter maintenance & it was scheduled out to Dec 21 st. 11 weeks out. I asked to cancel my service & refund my money. I was told I could not cancel only at the beginning when I started with the contract could cancellation be done only then. I have been a customer with them since 2006 & find this to be unacceptable. I want the balance of my contract money to be refunded to me so I may go to another company that can service my needs sooner & more to my needs. last year they served for winter in October but this year it is all the way out to Dec 21st. Which is 1/3 of the season has already started.

  

  Business response

  09/27/2023

  First of all, we'd like to thank Mr. ***** for sharing his thoughtful opinions of his most recent encounter with our company. We do service a large number of clients, and our schedule for maintenance in the fall fills up quickly. Our Client Care team tried to find an earlier date for Mr. *****’s Fall maintenance, but they had no luck. Our dispatcher called Mr. ***** about 30 minutes later and offered him “any day, any time” next week. Mr. ***** declined and said he wanted a refund on the balance of his annual Maintenance Agreement which expires in 2 weeks. There is no balance. Client Assurance then called Mr. ***** and after allowing him to vent about his experience scheduling, we then offered to come to his home any morning this week, including the next day. He declined, and said he never got his AC done so we offered to do them both at the same time, at no charge to him. He declined and said he didn’t want to deal with such a big company. We are disappointed to learn of his frustration and would like to find some way to make him happy.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted Buckeye Heating, Cooling and Plumbing to come to my home and complete a "Earn your trust" plumbing tune-up and furnace flush. They arrived at my home on August 2nd and the technician completed a check of the furnace and AC unit. He used the water hose in the back to spray the AC unit, cleaning the coils and making contact with the motor in the process. No more than two days later, I started to notice that the house was starting to get warm. I checked the thermostat and noticed that it showed the temperature was in the 80's. After troubleshooting the issue and checking all the usual items that could be causing the AC problem, it was determined by Buckeye Heating & Cooling that the AC motor cylinders had locked up. The water that the technician introduced to the AC unit caused the pistons to freeze and lock up. My heating & cooling systems are routinely maintained so that I can keep my warranty, and everything checked out fine when they came. They damaged my AC unit and now refuse to accept responsibility. If the technician had not exposed the motor to water, this wouldn't have happened.

  

  Business response

  08/18/2023

  We are sorry to hear that you have experienced a motor failure.  The motors in the outdoor units are manufactured to be in wet conditions, and are exposed to the rain, sleet, snow and ice year-round.  Please let us know if we can be of assistance with the motor replacement. 

  Customer response

  08/21/2023

  The protective barriers for the Air conditioner were removed by your company during the course of the routine maintenance. The components were exposed to water without the protective barrier because your company removed them. The damage was done when he used the high powered spray on the fully exposed components during a routine maintenance call.
  
  Regards,
  
  Jennifer Norman

  

  Business response

  08/31/2023

  The original factory motor on this unit was fully enclosed. 

  They are made to be in the elements and to get wet. 

  A cleaning of the condenser would not cause this motor to fail. 

  The condenser itself is 22 years old and a motor failure would not be surprising, if it was the original motor as the life span of a condenser fan motor is between 10-15 years.  Has this motor been changed over the course of the years since the unit was installed, with a non-factory motor? 

  Has the motor been replaced by another company since our technician diagnosed the motor failure? If so, do you have the motor still and can send photos of the motor and the rating plate on the motor?

  Routine maintenance will prolong the life of the equipment, including the motor.  Maintenance is performed the same way on each unit and the maintenance itself, along with the use of water, will not cause a motor failure.

  Customer response

  09/01/2023

  The motor that was damaged wasn't 22 years old. It had already been replaced once before with a brand new compatible motor and I had the house built in 2006, so it would not have been 22 years old even if it were the original motor.  At this point I have already paid a company to replace the condenser motor that you damaged and they kept the one they removed. I need to be reimbursed. 
   
  Regards,
  
  ******** ******

• Initial Complaint

  01/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Called and asked for a quote for fixing a **** kitchen faucet handle and was told service man could only quote on site at my home, and it would be $78 for the quote. The $78 would be waived if work was done. While she was getting info from me we got disconnected. So I called back got a different person who said it would be $98 for the quote and it would NOT BE WAIVED if service was performed. I do not understand why at least a ballpark figure can’t be given for service, and why was I given two totally different scenarios?

  

  Business response

  01/26/2023

  We do not give ballparks figures because we need a plumber to look at the issues with his/her own eyes. There are a lot that could be associated with replacing a faucet; water shut off valves may need replaced, water lines could be corroded, and much more. We charge a service and diagnostic fee and give all pricing up front. If you choose to do the work we credit the service and diagnostic fee toward the repair. 

  

  Business response

  01/31/2023

  The agents and answering the phone made an error. It is $98 plus the cost of repair. 

  Customer response

  01/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. They need to train their people better especially for a routine inquiry.
  Regards,
  
  *** *******

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Buckeye Heating and Cooling installed a new HVAC and Furnace in June of 2021. Upon installation we were informed by the installer that the air filter/box provided by the company to be installed was smaller than what was originally in place. They installed the smaller air/filter box even though the installer indicated it was too small. Once installation was complete we started noticing high pitch whistling from the system. We notified Buckeye who sent out their technicians 4 times to alleviate the issue. They started by changing the blower speed, which created the upstairs bedrooms to not get air. At one point, they had their service team come out who then suggested we hire a structural engineer because they claim the system wasn't pulling enough air. The supposed air pulling issue was NEVER an issue with our previous system and if Buckeye believes that is the issue they should not have installed a system that wouldn't work in our house. Our house in not a new build, this has never been an issue before. We are respectfully requesting the system be removed and/or the proper sized air/filter box be installed. Thank you

  

  Business response

  07/18/2022

  Buckeye Heating & Cooling is a company based on trust and customer service. According to our records, we installed a new system in a vacant home. The new homeowner, listed above, did not live in the home at all prior to installation of the equipment; therefore, would not have known any issues with heating or cooling of this home. Once we sent out the installation manager to look at all issues, he found the return air duct we never hooked up correctly. He suggested a structural engineer as they need to go through some brick and such to be made right. Once this is complete, all areas of the home will have much better air flow regarding the heating and cooling. 

  Customer response

  07/19/2022

  I am rejecting this response because: the house was not vacant, we were living in the house. The system makes a high pitch sound even when the air filter is removed indicating there is in fact enough air going to the system and the issue is not related to air flow. The previous HVAC and Furnace was approximately 20 years old and we had no issues with it, we simply replaced it because it was old. The new system from the initial install makes a high pitched noise and there has been no resolution to date. We would like the system removed and/fixed.
  
  Regards,
  
  ***** ******

  

  Business response

  08/29/2022

  We are sorry but that facts are that the return air duct was never hooked up correctly by the builder. He a structural engineer is needed as they need to go through some brick to be made right. Once this is complete, all areas of the home will have much better air flow regarding the heating and cooling. 

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  As a person on a fixed income who was harmed because technicians at Buckeye Heating and Cooling made serious errors when installing a new HVAC system in my home and has admitted to making those errors, I am respectfully requesting your help. As a result of their sloppy, negligent installation of the new HVAC, the equipment did not operate properly and generated a significantly higher than normal kilowatt usages and I had to pay for radically higher than usual electric kilowatts usage. In sum, I thought something might be seriously wrong when I saw a highly inflated electricity bill. After I made several calls to this company and after the company made service visits to my home, their technicians found problems related to faulty installation, poor service procedures as well as incomplete work and testing during the installation process. The company has been slow to respond to my concerns about radically higher energy charges. Now that Buckeye Heating and Cooling has been purchased by another company, I am concerned that I will not see a penny of what their mistakes cost me, let alone be made whole financially. Unfortunately, because of the faulty install service and poor follow up work by Buckeye Heating and Cooling service technicians we have experienced problems and our electric bills are significantly higher than before. We begin receiving higher than anticipated electric bills. I consulted with a couple representatives from AEP OHIO. Both reviewed and confirmed unusual usage and suggested that we review any changes that had been made in our home that could possibly be impacting our demand for electricity. On 12/29/21 The Service Manager, Matt K****, agreed that the higher usage was caused by problem with faulty installation work. He requested copies of my current and prior year kWh usage to compare. I have made several attempts to work with Buckeye Heating and Cooling on this matter Please refer to uploaded document for more detail information.

  

  Business response

  02/23/2022

  i cannot express how sorry I am for this lack of communication as well as the issue with installation. Thank you for providing the current bills that you were running auxiliary heat on. after added up the difference in the previous years dollar amounts I have come up with an overage of $2670.03. i am requesting a check to be sent to reimburse you for the overages. Thank you for your patience and pursuing communication!

  Customer response

  02/27/2022

  This is what I was told before. I have not received a check from them. This is why I took action to report this issue. I also want a resolution to my request for the extension of my service contract warranty. 

  
  Regards,
  **** *************

  

  Business response

  03/05/2022

  The check was received by the client on 3/4/22.

  Customer response

  03/10/2022

  I have received a check and the company has agreed to add an additional two years to my three year labor warranty that ****** provides with the original purchase.
  I accept the business's response to resolve this complaint. 
  
  Regards,
  
  **** *************

*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. ↩