BBB Tips: Choosing a trusted heating contractor

It's finally starting to feel like fall, and as temperatures drop, it's important to make sure your furnace is in working order so you don’t have any chilly surprises. Better Business Bureau® (BBB®) has tips for finding a trustworthy contractor.

If you want to avoid any unexpected issues this winter, it’s wise to hire a heating company for a tune-up and check on the health of your furnace. However, there can always be unexpected issues. A broken furnace can be urgent, but it’s worth the time it takes to research and find a trusted company.

BBB often receives reports from customers of unscrupulous businesses who take advantage of customers in emergency situations by overcharging them, not finishing projects or failing to contact them.

“Good heating contractors are in high demand around this time of year,” said Michelle L. Corey, BBB St. Louis president and CEO. “Don't be surprised if you can’t get your furnace fixed immediately, and don’t rush into a deal with a bad actor.”

BBB received more than 6,100 consumer complaints about heating and cooling companies and contractors last year. Common complaints include substandard work, failure to communicate, unfinished jobs, and unexpected expenses.

In winter 2024, a Ballwin, Mo. consumer hired a contractor to do a maintenance check on a one-year-old furnace. When the contractor arrived, she realized she had hired a different company than the one she had in mind but decided to let him do the work since he was already at her home. The contractor insisted on being paid with a check through a third-party vendor. However, the vendor did not accept the check initially, leading the consumer to pay the contractor in cash. After she did so, the third-party vendor ended up cashing the check successfully, and the contractor did not return the extra payment to her.

How can I find a trusted heating contractor? 

• Research companies with BBB. Visit BBB.org to find HVAC companies near you. There, you can see BBB Business Profiles with customer reviews, any history of complaints and whether the company is BBB Accredited. Always confirm that the company is licensed and insured.
• Compare prices and service packages. Get at least three estimates for any heating repair, maintenance, or replacement project. The estimates should provide a full description of services the company will provide and materials they will use.
• Ask about a warranty. Find out if the company offers any type of warranty or guarantee, and make sure you understand the terms and conditions of the coverage. Check the warranty on your current furnace unit to determine whether any repairs or replacements are covered.
• Get it in writing. Make sure you get a written contract that covers all details of the job, including the expected start and completion dates. Read the contract carefully before signing or paying any money. Keep your contract for future reference and ask the contractor to provide a lien waiver – a statement that all suppliers and contractors have been paid for materials and labor – when the job is completed.
• Ask about energy efficiency. Many new furnace units are manufactured to be energy efficient. Look for the ENERGY STAR label on energy efficient products that may cost a little more up front, but could help you save money on energy costs over time. Some models may even be eligible for a tax credit – your contractor can help you verify this and can provide the Manufacturer Certification Statement for the equipment you plan to purchase.