Complaints

• Initial Complaint

  06/22/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  April 15 2023 hvac system failed. Service was not made until May 5 (lots of unprofessional behavior between) technician charged us ***** for an inspection. He indicated there might be a leak but that he fixed the problem. System failed again May 23 due to the leak left unrepaired by the first technician. We have been working with the company ever since for resolution of our concerns. Company has been unprofessional and refusing to even discuss resolutions. We have documentation of rude and disrespectful emails as well as a belligerent voicemail that we can provide if necessary. We have a timeline of who we have spoken to as well as dates and times and outcomes of each conversation if that is needed.

  Business response

  06/26/2023

  Hello, 

  We had to reschedule their original appointment due to in climate weather, unfortunately when certain weather is occurring, we are unable to perform certain services. When ************** arrived on 5/5/23, he did the tune up for the unit and fixed the no cooling issue. He did not find a leak,and the unit was fully operational when he left. He discounted their service by $20 for the inconvenience of having to reschedule. This fee, which is normally $89.95, was required to keep their warranty intact.

  
  We retuned a couple weeks later on 5/24/23 for the unit not cooling the home down again and our installer was able to find a leak. We did send the installer to the home on 5/24/23 since there is a difference between a Service Technician and the Installers. Installers can notice right away if something was not installed correctly or where a possible leak may be happening that a Service Technician may not be aware of. He repaired the leak and when he left the unit was fully operational.

  
  To our knowledge the unit is fully functional and has had no issues since.
  We fully understand our customer being upset that this is a newer unit and it was not working, but we did tend to their needs and made sure it was working properly for them, which was all covered under warranty.
  If the unit is faulty, then that is something we can work on to get them a new unit, which would be covered by the manufacturer. However we have been told that there are no longer any issues.
  We are a highly accredited business that has been working with customers for over 20 years and we are a very, honest, and reputable company. We have a great reputation for being known to treat all of our customers fairly and honor any issues with the products we service. 

   

  Please let me know if there is anything else you need from us.

   

  Thank you,

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

  Bloomingdale Heating & Air

  Customer response

  06/28/2023

   
  Complaint: 20224710
  
  I am rejecting this response because:
  

  It does not appear that the company has listened to ** over the last month of discussions.  We are reasonably upset that the system failed so early in its life however our concerns are entirely related to the way the repairs were handled not the system failure itself.

  Our original call for service indicated was that there was a problem (system no longer cooling), however, a person was sent to do a routine inspection not to solve the problem.

  The initial technician indicated he was not able to determine if there was a leak, though he expected there was but instead of calling someone who was capable of that he left saying good luck.  When asked by us if we should just call someone else in that moment he said "no just call us if there are any more problems".  The second technician informed us that this should not have happened...that he spoke with the company owner and stated his response was "someone dropped the ball".  

  Since then all we have been hoping for was a refund on an inspection that left us with a system that failed again an incredibly short time later.  This has never been addressed despite our best efforts and we have been met with significant disrespect and incivility.  This is why we have sought outside assistance in resolving this matter.

  
  Sincerely,
  
  ********* And *****************************

  Business response

  07/06/2023

  We have submitted a refund of $69.95 to the card we have on file. 

  Customer response

  07/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* And *****************************

*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. ↩