Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ATTEMPTED FRAUD Our heating system/boiler stopped working last night. We called Cranney Home Services to come repair it. Upon arrival, they told my wife that the whole system has to be replaced. They said, "It cannot be repaired. You need a new boiler".They told my wife that a new system to replace the one we have would cost approximately $15,000. My wife called to tell me about the bad news and she asked that I come home immediately to speak with them. When I arrived, they said they took video and sent it to the home office for further troubleshooting. The home office engineer said there is nothing that can be done. I asked why the boiler itself needed to be replaced when the problem looks to be more like a plumbing pipe replacement concern on the outside of the boiler. They claimed that because the corroded pipes are connected to the boiler directly, there is nothing that can be done. They said they couldn't even give us a quote to repair the system and replace the corroded pipes. They offered to draw up a formal quote, and they said that the 'good news' is that they could come out to replace the boiler as early as tomorrow morning. They also offered to leave us with space heaters so we have heat until they return. We politely declined since we have space heaters of our ****** wife told a friend about the bad news and was referred to her HVAC mechanic. He came to our house within hours. He inspected the system and replaced the thermocouple which is a $12.00 part. The pilot finally lit and the system is now up and running. He said that our 30-year old boiler has at least another 30 years left before it will need to be replaced. He is coming back to replace a few corroded pipes, dry-rotted flanges/gaskets, and replace a faucet shut-off valve. Less than $100.00 in parts and less than 2 hours of work.The formal quote we received from Cranney Home Services was $15,895.00 for a new 80% efficiency boiler. Please see the *** quote we uploaded.

  

  Business Response

  Date: 02/28/2025

  *******, thank you for taking the time to leave a review about your experience. We would like to make things right and have passed your information along to a manager who will be reaching out to you directly. We take your concerns very seriously.

• Initial Complaint

  Date:07/23/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [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 have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

  

  Business Response

  Date: 07/24/2024

  *****, we are so sorry to hear about the inconvenience that *** have been caused and would like to make things right. We have passed your information along to a manager who will be reaching out to you directly. We take your concerns very seriously. 

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [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 have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************tomorrow, but there is no guarantee they will make it.What is the point of scheduling appointments if they cannot be fulfilled? I explained to ****** that rescheduling for next week could result in the same issuea cancellation on the day of the appointmentand she essentially said thats how it works. She did not seem to fully understand my frustration. I am now worried my HVAC unit will develop more problems, costing me more money due to the extended wait.I had to adjust my schedule for today's appointment and now have to do it again for tomorrow, assuming someone can come. I understand its a busy season due to the heat, which is why I had to wait a month initially. However, I expect accountability when I schedule an appointment with your company. Please do not schedule appointments that your team cannot fulfill.I would like to speak to someone in management from Cranney Home Services, not a dispatch center. I hope this issue can be addressed promptly.

  

  Business Response

  Date: 06/06/2024

  ****, thank you for taking the time to leave a review about your experience with us. We're sorry for the inconvenience our team has caused you and would like to make things right. We take your concerns very seriously and have passed your information along to a manager who will be reaching out to you directly. Thank you.

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We enlisted Cranney's help w/ the plumbing in order to remodel a bathroom and replace the plumbing from a sink in a second bathroom. We also asked Cranney to install a garbage disposal & change out the kitchen faucet. We were provided with an estimate of 7K for all of the work, which seemed excessive. We agreed to pay 50% of that to get the work started. Every step of the way, communication has been horrible. We never received the estimate in writing, despite asking for it many times. Corners have been cut everywhere possible & much of the work has been done incorrectly. We asked them to hold off on installing the toilet ******, for example, & they went ahead and did it, so then it had to be uninstalled so the floors could be finished. Also, we had asked for a new drain pipe for the toilet. We came back to find that the old drain pipe for the toilet had been used even though is damaged. We asked them to install a new tub & informed them that the floor wasn't leveled. Their plumber stated that he would take care of the unleveled floor before installing the tub. The tub was installed without leveling the floor or using the proper support which caused the tub to squick and wobble everywhere. After many complains Cranney sent a ******* to our house who acknowledged that some of the work was not done correctly - he said the drain pipe for the toilet needed to be replaced and the tub was not properly installed (******* uninstalled the tub). ****** has only done a handful of the total projects we originally asked for which does not account for the $3500 we already paid. We no longer want to work with Cranney and we have informed them of this in several phone calls. We have been told that a manager will call us, but have never received that call. We want to receive an itemized explanation of the current charges and get refunded the difference - however, Cranney continues to ignore our requests.

  

  Business Response

  Date: 12/04/2023

  *****, thank you for taking the time to leave a review about your experience. We're sorry for the inconvenience our team has caused you and would like to make things right. We have passed your information along to a manager who will be reaching out to you directly to discuss this. We take your concerns very seriously.

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cranney refused to honor their work/warranty: The Cranney Value Plan. My new Cranney heating system (installed Oct 2020, has a small and simple to repair problem. Techs **** and his associate diagnosed the problem. ( perhaps a bad check valve in the Taco 007e circ. pump. downstairs zone.THE HEAT WAS ON!! this summer! Supervisor *** told them the repair wasn't covered under warranty. Still, waiting for *** to call. I have called Cranney at least twice on this issue. The old saying: "When the phone don't ring" It must be Cranney.See Cranney Link: **********************************************************************&utm_source=google&utm_medium=cpc&utm_campaign=10364282090&utm_content=473361736457&utm_term=cranney%20home%20services&vt-k=cranney%20home%20services&customer_id=************&vt-mt=e&vt-n=g&vt-d=c&vt-t=107064689190&vt-ki=kwd-386530088397&vt-lp=21152&gad=1&gclid=CjwKCAjw6eWnBhAKEiwADpnw9iL1BgHAoceIlAJSkYYGvvdKlXtufoPtopxLn1FloYDuSsMIjtSS9RoC-WcQAvD_BwE

  

  Business Response

  Date: 09/15/2023

  Hi *******************

  Thank you for choosing us for your Home Services needs.  We will be happy to honor the warranty in this case. One of our Managers has reached out to you to set up an appointment with one of our service technicians. You can also call us to set up an appointment. Thank you.

  Cranney Home Services, **************** Team

• Initial Complaint

  Date:12/08/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [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 have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************************who explicitly acknowledges it was a miscommunication on our part but I can not refund you because ************** was there and performed a service.I am filing this complaint because I was mislead to believe I was going to receive a duct cleaning and never would have scheduled otherwise.I understand $80 is not a lot of money but money is tight around the holidays, I am a new homeowner, and have a child due in a few months. I was trying to increase the air purity for my family and ended up being charged for a service I did not actually ask for.I would also be interested to know what a full system service consists of because I assume it is more than a functions check which is all that was conducted. I apologize for the length but this was incredibly frustrating. I am available to elaborate further via phone or email.Thank you for your time and have a blessed holiday season.-************************************

  

  Business Response

  Date: 12/12/2022

   

  Hi ****

  We have processed your request for a refund for your service work on 12/6/22.
  Please allow 5 to 7 business days for processing. Your $79 refund will be put back on the card you used to pay for the service on 12/6.
  We understand that the service provided was different from what you expected or intended it to be.
  Please let us know if you have any questions.
  

  Thank you.
  Cranney Home Services **************** Team