Boiling Springs Heating Air and Plumbing, LLC
Main, Inman, SC

Boiling Springs Heating Air and Plumbing, LLC Reviews

4.1 stars based on 64 reviews

Featured Comments:

• L

  Lauren Jenkins

  1.0

  UPDATE: We were guaranteed by Jeremy all work would be completed by 7/14 (after posting reviews and contacting the BBB & FTC). We were informed at that time that the reason we weren't being scheduled was because the 2-10 Home Warranty was not covering the labor costs and were needed to pay out of pocket. Technicians showed up 7/13 for day 1 of the two day job, only to find out they had the wrong AC unit and did not have the parts they needed. Their initial response was to just leave and come back another day, however Jeremy was contacted and someone was instructed to deliver the missing parts. While installing in the crawl space our gas line to the kitchen was turned off and piping was removed. We were not informed that this was removed and the technicians left at 1:30 (we were told it was a 2 full day project) without any heads up. The line was left open, disconnected from the kitchen, and turned off. It was not until the next morning that we discovered we did not have gas to the kitchen. We called Jordan in customer service and he immediately became defensive saying there was no way it was the techs from Boiling Springs that would have unhooked our gas and we should contact the gas company directly. Four hours later we called back and Jordan said it was in fact the techs and we could just crawl under the house and turn the knob back on. It wasn't until we discovered the actual pipe was missing that Jordan then informed us the techs didn’t have what they needed to finish the job the previous day so they left. Turning the knob back on as instructed would have resulted in an open gas line leak. They could not come fix this for us until after 4pm two days after the initial install. Additionally, they did not have the correct part to fix the second floor unit and did not inform us they would not be returning the following day as scheduled. Friday afternoon when Jeremy was finally able to come fix the gas line pipe he said we should be scheduled for the following Tuesday, maybe. I spoke with Jordan this morning to ask what day this week we would be scheduled and he said "it ain't going to be this week, we're waiting on the part from 2-10." He wasn't sure why Jeremy would have said Tuesday, when he didn't even speak to 2-10 until Friday. I told Jordan his condescending attitude was not appreciated and he said "he was frustrated people were saying things without consulting him." I told him I am frustrated to have not had AC since MAY and all work was guaranteed to be completed last week. They have had more than 2 months to order the parts and verify they are correct for our service. Jordan will not put us in contact with Jeremy (who seems to be the only person who can get things in motion) nor does he have a sense of any basic customer service skills. He seems more concerned with what his defense strategy is since he continues to interrupt on the phone and does not call back or provide any updates. Our home AC units went out the weekend of Mother's Day (May 7, 2021). We have been going through the 2-10 Home Warranty Company for repairs and have yet to have any service completed. Boiling Springs Heating, Air & Plumbing has yet to complete any work. We have been told that the parts and replacement unit have been received and picked up from the warehouse (as of May 22). We have also been told by Boiling Springs we "are not their customer" and "not a priority" for the repairs. We have been scheduled and canceled on 2 separate occasions now. We have not been offered any sort of accommodation for this major inconvenience. July 8 2-10 contacted Boiling Springs on our behalf and was told we would be on the schedule for next week. When I spoke to the Jordan today his response was "hopefully the afternoon of 7/19" and "he doesn't know why the warranty company would be giving out scheduling information when that isn't their job." I told him 2-10 called him DIRECTLY and HE told them that information.

  ---

  Response from the owner

  Hi, Lauren. We understand your frustrations with the time that this has taken to get done. But, we want to make a few things clear. When Jeremy returned on Friday to reconnect your gas line, you were not home, He told your husband that he was hoping for an update by Tuesday so we could let you know. He was in no way giving a date or ensuring completion by Tuesday. Your husband confirmed that this was what Jeremy told him over the phone with me this morning. There was apparently a misunderstanding or miscommunication between y'all. We acknowledge that there have been several failures in communication around here, which we are currently addressing appropriately. For example, we legitimately did not know Chandler completely unhooked the gas line or that he had to. He told Jordan that as an afterthought in passing when he got back to the office and we asked him about it. We also want to make it perfectly clear that Jordan and our office does NOT order parts for home warranty jobs. Jordan also has absolutely NO CONTROL over 2-10 or any other warranty company we work with's dealings beyond telling them what the problem is & how much we charge to repair/replace. They order all equipment and major parts for us and we are the mercy of their authorization and parts departments as to when we get them. It is also on them to order the correct parts. All we do is come diagnose the problem and then repair or replace depending on what the warranty companies send us and authorize us to do. Jordan had nothing to do with the incorrect part being sent for your upstairs unit. Also, just so you are aware, Jordan went to bat for you with 2-10 on Friday to make sure that they knew they were in error and that they got the correct coil ordered for you. He also ensured that they had it ordered by the end of the day Friday. He was on the phone with them for well over 2 hours to make sure that we could get the right stuff for you. Jordan deals with every home warranty customer we serve (we do up to 10 warranty calls per week, sometimes more) and he deals with a lot of situations like this. He is not a customer service representative. He is the manager over the home warranty department, and he does good job of making sure that all warranty calls/jobs are carried out as timely and as smoothly as possible. Trust me, when something goes awry like this, nobody is more angry or frustrated than him. He strives to make sure everyone is as satisfied as possible. If he took a frustrated tone with you, trust us when we say, it is because he was just as upset as you are. Regarding your other complaints, Jordan has provided several updates to your husband, whom is our contact. The warranty company gave us his number, and it was only today that we actually got yours from him. We would have gladly communicated all this with you, but you did not answer when we called you earlier to discuss all these matters. Right now, 2-10 has set the ETA for the correct condenser coil for your upstairs unit to be July 24th. That is when it is supposed to arrive at the supplier from factory. It will be shipped to us from the supplier on the 26th. As soon as we receive it, Jordan will contact you. Sincerely, Boiling Springs Heating and Air

• A

  Ashley Henning

  1.0

  After the laundry room in my new house flooded, I called this company based on a recommendation from a family friend (I called a few other companies too, but they either didn't return my call or couldn't make it out). I was only in town for a few days (moving from another state) so time was imperative. They arrived quickly, were polite, seemingly diagnosed my issue within 15 minutes, and provided a quote within the hour. $8400 to repair the issues under the house along with removal of a tree stump that supposedly was growing through the drainage line. I put down the 50% deposit over the phone, feeling like I didn't have much of a choice. Two days later, my anxiety was through the roof and I just didn't feel right about the transaction. I was able to get another company to the house for a second opinion. As it turns out, the flooding of the laundry room was actually caused by a simple, albeit large, grease clog between the kitchen and the laundry room and was fixed within an hour. BSHA&P never even inspected this portion of the lines, just went straight to "worst case scenario" after a few minutes in the crawlspace. While some of the work they quoted me for will need to be addressed in the future (improperly pitched lines), it wasn't the catastrophic situation they made it out to be and their quote actually ended up having absolutely nothing to do with the flooded laundry room in the first place. I immediately sent them an email to cancel the repair that wasn't needed and then the real problems began. I called once a day for four days in order to get a confirmation and update on my cancellation and refund ($4200 is a lot!) only to keep being told "someone will get back to you", "they're in a meeting", "sorry, I'm not authorized to discuss refunds''. I did get one return phone call, but they only confirmed no one would show up to my house and they were waiting to hear from the owner regarding my refund. Obviously, I didn't trust that so I had my husband install locks on our fence to ensure no one could access the property while I was not in the state. The run around was extremely concerning so I initiated a claim with my credit card company for a refund of everything but the initial service call charge. Rather than getting a phone call from BSHA&P to discuss the situation, I get a completely unprofessional email from someone at the company (they neglected to include a signature block or contact information), and a separate (unauthorized) charge of $1400 to my credit card for their "35% restocking fee", which is obviously more of a "cancelation fee" (they may want to update the language on their invoices) seeing that you can't charge a restocking fee on labor, not to mention labor that was never done. On top of it, I was never shown proof of what was "ordered" and wasn't even aware of this "restocking" clause until after they, so eagerly, took my deposit. I never signed any contract documents. To say the whole situation was frustrating is an understatement. I'm just glad I went with my gut feeling and didn't allow them to do the $8400 worth of work that still would have left me with a flooded laundry room when they were done. Obviously, mistakes happened by myself and the company, however their lack of customer service and desire to make things right left an extremely bad impression. Needless to say, I have learned one expensive lesson and will also be filing complaints with the appropriate bureaus regarding the misdiagnosis and lack of professional customer service.

• S

  Sandra Lee

  5.0

  Boiling Springs Heating Air installed our A/C unit a few years back. They continue to provide seasonal service. Every single employee is a delight to work with. Very thoughtful, polite, punctual people who care about doing the job right. Very highly recommend this local small business to everyone. They care and it shows.

More reviews (2)