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:03/19/2025

  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.

  We had Blaze come out and replace an AC. Also, perform some plumbing repairs. Well, they talked into signing up for a maintenance plan that gives a discount. Well,we had a plumbing issue about a month ago and so they decided that we couldn't have the plan because we did not own the home. So,I asked why they came and sold us a new account, As well as the maintenance plan, I was told they shouldn't have. I asked them to refund for the money spent on the plan then. Now,they've made us dissappear from there data base saying they never did any work for us.

  

  Business Response

  Date: 03/21/2025

  We always strive to provide the best experience for our customers, but that requires full disclosure by both parties. We did sell and install an AC system into their home; however, it was not disclosed to us that this was a rental, and these customers were not the property owners. At a time after the initial service, the property owner contacted us and requested we only deal with the property owner, which is our legal obligation. We do not deny we did the work but have been asked by the property owner to not discuss anything related to the property with anyone else.  These customers did request proof of payment which we agreed to provide and are waiting the email address of the person whose card was used (a relative) so we can send it. We feel this customer received the benefits of the membership, such as member discounted pricing, waved dispatch fees, and maintenances, so do not believe a refund of the membership fee is appropriate.  We enjoyed serving these customers and regret we can no longer, but are bound by law, as we understand it, to only contract for services with property owners. We will happily serve them again if the property owner authorizes us to do so.    

   

• Initial Complaint

  Date:12/19/2024

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. It is unfortunate their records for cancellation are inaccurate but I received an email stating the account would be closed.

  

  Business Response

  Date: 12/20/2024

  we regret the customer was not satisfied with their service.  This customer was notified in September that her membership would be canceled on 22 December 2022.  On request from the customer, we canceled her membership on 16 DEC.  we have set up a credit card refund for the charge in December.  Sadly, we do not control the credit card processing so cannot provide a time when the charge will be returned, but that action has been initiated on our end. An email will be sent to the customer on 20 DEC confirming this.  We wish the customer well and if they should ever need our services again, we would welcome the opportunity.  

• Initial Complaint

  Date:11/21/2024

  Type:Billing 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.

   I am rejecting this response because: Due to CO2 readings in the house, The tech advised he would have to shut the system down (no heat or air). The tech went out to his truck to get a quote for the repair. I questioned the outrageous amount, the tech said it included the part (heat exchanger), labor & installation.  While waiting on communication from Blaze,  I contacted a Carrier Wholesaler & discovered the exchanger was under warranty, that's only 10 minutes from their shop & was told the part is in stock. I have 10yrs on parts & 20 yr warranty on "enhanced parts", which the heat exchanger falls under.  Since I've purchased the system, A labor warranty has NEVER been discussed or offered. THERE WERE NO OTHER OPTIONS. The **** was shut off and I had no idea when it would be fixed.  I did call daily for a status on the part availability, lead time & installation timeline. I requested a call back with a status from Blaze each time, They never responded.  My meeting with the Managers was not about paying for a warranty part, but how in the world they came up with the quote of ******* ?? They advised a flat rate for "labor", but couldn't tell me how much.  I was told an "accountant" does the calculation.  I asked again for a breakdown... they don't provide that. There is no transparency with this company - I was told "its the cost of doing business".  The one **** Service Mgr. got up and just left the room, never excused himself and the other 2 just really didn't want to be bothered.  As for the phone call from the Market Area President on 11/14...It never happened. I am a senior citizen on a very fixed income - I'm home all day, I have my cell on all the time, it's the same # we've used to communicate throughout this process************* & my voicemail is NEVER full.  Why didn't they provide me with the Market Area President's contact info?  I was not given and other choices or options.  I'm being taken advantage of, and Yes, I'm being treated unfairly!  They're price gouging customers only because they clearly get away with it !!  They just simply do not care !  This situation has been financially devastating.
  
  
  t would be "in" on 11/8 (Friday) & did I want to schedule the install. I accepted, she was going to call me back at the end of the day to confirm the install would happen, She never called. A Tech showed up, 11/8 @ around 10:00am (11/8) for install & was waiting on another tech to deliver the part. Nothing with this company is provided in writing.... I went to the ****************** spoke w/ Cust Svc Mgr, Parts Mgr. & General Mgr. No "breakdown of charges", not even labor charges could be provided. My questions were met with "its the cost of doing business". I req'd copies of my agreement, and invoices - I was told nothing can be provided. I asked for ***** Office - I was given, ******************************************************************************** ************. This is *****************, which Blaze is a Partner. My system was purchased in 9/8/2016 W/ ****************** who has merged w/ Blaze. I am including what little paperwork I have. I've seen the same complaints on the internet. THEY ARE GOUGING !!

  

  Business Response

  Date: 11/27/2024

  At Blaze Heating, Cooling, Plumbing, and Electric we strive to provide each customer with the best service and value possible.  In the case of Mrs ******* we could have communicated more concisely, but we in no way treated her unfairly.  We conducted her system maintenance on 1 Nov 2024 as scheduled and discovered a compromised heat exchanger that was leaking CO2.  We advised the customer as to the danger and presented her the option to replace the heat exchanger.  The heat exchanger was under manufacturer warranty,but the customer did not have a labor warranty. Customer agreed to the repair,signed the estimate and was told we would contact her when we knew the part would arrive.  Customer did call multiple times in the following days, but we were not able to tell her an exact time when her part would arrive as we do not have control of that. On 7 NOV set scheduled an appointment for 8 NOV when we were reasonably certain the part would arrive the morning of the appointment.  On 8 NOV while the heat exchanger was being installed, the customer came to our location and met with the ************ Manager, Dispatch Manager, and General Manager to discuss her concerns that she was paying for a warranty part.  We explained to her that she was not being charged for the part, but only the labor and associated costs required to install the part, which takes 4-5 hours depending on location and brand.  The customer received her invoice which she requested.  We explained that we provide flat rate pricing so there are never any unforeseen costs once work begins and that the price she agreed to pay included the labor, a 3-year parts and labor warranty on the heat exchanger, and other associated costs like shipping,processing, etc.  Customer was unsatisfied with our answers and requested contact information for our higher headquarters which she was given and contact them as well. Our call log review indicates that our market area president attempted to call the customer on 14 NOV at ****** but the customer did not answer, and we were unable to leave a message due to the customers voicemail being full.  We regret we were unable to satisfy this customers expectations for concise and timely updates, but we provided her with the service she requested and agreed to.  

• Initial Complaint

  Date:08/12/2024

  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.

  I had my heat pump installed around 3 years ago, a Trane, through Blaze Heating and Air Conditioning, Naturally, when the system doesn't work, I called the company who installed the system. I called on Friday morning, was told someone would get back to me, and that a service man would be there on Friday. I never got a phone call. I phoned again late Friday, where I was told a repairman would reach out to me on Saturday morning to fix the heat pump. I never heard from them. Now it's late Sunday and I still have no air conditioning and I haven't heard back from Blaze Air. There is no communication, no service call, nothing from the company. When I call, I am lied to about a service man will call soon to schedule an appointment. It's been 3 days and I've heard nothing.

  

  Business Response

  Date: 08/12/2024

  This is not a customer of "******************************************** and Air Conditioning". We are located in ************ and do not service **************!

  Sincerely,

  General Manager

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

   

  

  Business Response

  Date: 08/14/2024

  Blaze Heating, Cooling, Electrical, and Plumbing acknowledges and sympathizes with the customers frustration.  At ********************, we do our best to provide exceptional service with expert technicians to every customer who calls us.  Despite our best efforts, we do not get it 100% right 100% of the time.  In this instance, we were not able to provide the customer with as timely service as we would have liked.  However, the customers complaint is inaccurate on some of its claims. 
  

  Call log reviews show she called at 7:35 AM on 9 August and was told she was in the que for the day and would be contacted with a time a technician would be able to come out to her.  At 11:48 AM on 9 August the customer called back and demanded a time for the technician to arrive that day.  Our dispatcher informed her that we could not guarantee a time that day but could get a technician to her the following day, 10 August, between 8:00 AM and 12:00 PM.  Due to unexpectedly difficult and long repair jobs, we were unable to get a technician to her before 12:00 PM on 10 August.  This is unfortunate and we did miss the opportunity to communicate with her prior to her window expiring. At 12:30 PM on ************************************************************************************** had a technician arrive.  During this call the customer was told she would be contacted by the HVAC Manager and became agitated and rude when the service representative refused to provider her with the managers name, at which point the service representative ended the call.  To remedy her complaint, the HVAC manager reached out to her on Monday, 12 Aug to explain that we were sorry for not keeping her updated on Saturday, August 10th, and would have a technician to her at 10:00 AM the following day, August 13, which the customer agreed to.  When the HVAC manager called the customer at 09:07 AM on 13 August to confirm the customer was ready for the technician to be dispatched to her home she repeatedly informed us that she would get back to us.  The HVAC manager informed her that we would remover her booking from that day and would have to wait for her to contact us in the future to provide her service, which she acknowledged.  Blaze Heating, Cooling,Electrical, and Plumbing has had no further contact with the customer after that.  

• Initial Complaint

  Date:05/30/2024

  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.

  In March 2024, Blaze would not schedule me for maintenance and check-up without me paying a yearly maintenance fee of $256.16 which cleared the bank 4/23/24. At that time they gave me a May 30, 8 am appointment. This morning at 8:15 I called to ask why maintenance had not shown up and was told theyd have to reschedule me for the 3rd week in June. I requested a return of the $256.16 and was told they would have to refer the issue to the money manager. I did tell them that I would be notifying BBB. Dont think ***** at Blaze cared.

  

  Business Response

  Date: 05/30/2024

  ***** has not received any of the services she has paid for. This is a yearly membership that is scheduled every 6 months. Due to a high number of no ac calls that day she needed to be rescheduled to another day. I will refund the full amount paid and i wish her the best of luck in the future. Check will be mailed today 5/30/2024

• Initial Complaint

  Date:04/19/2024

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  I was contacted, received a full refund, a years subscription to the shield plan at no cost, and all receipts and permits for my documentation.

  inspector said that about it being a fire hazard, that it was almost like a scare tactic that the inspector had said this. I checked the ******** of ********* of Electrical Contractors Verify License Database. I couldnt find him, so I asked for his license #. He said he didnt have one, hes a ******** ******* have the license # for the electrician he worked under either. He said hed have Blaze call me to give me the license #. I never received the license # from ********************, but found the electrician, who has a violation on his record.4/19, a Blaze employee called. It was about the Shield plan. I asked to cancel as I was not happy with their service. I was told there was a no early cancellations clause, which I had not been shown, told, nor received in writing, that allowed Blaze to keep my ~$250, despite admittedly not receiving any of the plans services. I was told Blaze could only refund me the difference between the plan & the 10% discount given on the work, ~$60.

  

  Business Response

  Date: 04/22/2024

  4/20/2024-******************* (General Manager of Blaze *******, **) called customer to discuss.  Got customer's voicemail so I left a message requesting a call back.  I have investigated this claim and look forward to further discussing this matter with the customer to gain satisfactory resolution.

  

  Business Response

  Date: 04/23/2024

  On 4/22/204-I spoke with ******************** about each of her points of concerned outlined in he initial complaint.  I have provided her all of the requested documentation/information.  We also addressed the areas that I need to do some additional coaching on with my Electrical team.  Once we covered the areas of her concern, I did offer to provide a full refund (which has been processed in our system as of this morning at 8:00am) and we have provided her a 12-month free membership to use for any future needs in an effort to show her that we are better than the service she just experienced.  During our conversation she accepted our offer and said that once it is all done and confirmed that she would mark this resolved to her satisfaction.  All the best, ******************* Blaze-Raleigh General Manager