Complaints

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a heat pump unit paid 98,00 dollars from Breckinridge Heat and air Jan19 2024 it never has work correctly from day one had them over several times stated nothing was wrong with it we have had a pump for 32 years we know how they work we have a full one year warranty on it and they want to charge to come now 10 yr parts warranty I have been cursed out by owners son and will not let him come over the owner agreed to come look at it and never showed up they reject our calls

  

  Business response

  06/11/2024

  We quoted your job on 01-17-24 you had no heat and the temps were single digits with snow and ice. We completed an emergency installation the next morning on 01-18-24, in single digit temperatures. Before we began the installation, you stated you received a price from someone to replace the unit with a different brand for 7,000 but you still wanted to go with our bid of $9,800 to replace your heat pump package unit and insulate all outside exposed ductwork. Our technician has came to your home on 7 occasions to check on your system after installation. Every time you called we have been there same day or next day. On every visit the system was operating properly and keeping the thermostat satisfied to the set point. You did not like the way our thermostat functioned so we put a brand new version of your old thermostat on. We have also examined your crawl space for duct leaks or obstructions all at no charge. We never requested billing for anything other than the original installation. We have offered to come out at 2:30 am, when you stated that is the only time the system is malfunctioning. We have never received the phone call to come out when it is malfunctioning. We have done everything we can to make sure your system is operating properly and we would be more than happy to schedule a field technician from the manufacture to come out and check the system for proper installation and operation. 

  Customer response

  07/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  ***** contacted Breckenridge Heating and Cooling because the thermostat was blank and she was unable to fix herself. The owner of the shop was sent out for the service call and when he arrived he stated, "They lost the best technician in town as he would not come back over to their house," even though there was a warranty on the unit.   He also advised ***** if they were to call another company to make the repair the warranty would be null and void.  He then proceeded to tell ***** they had overcharged them $3000 for the unit. 

   

  He either didn't have an interest in repairing the thermostat or didn't know how, as he was more interested in ***** and Kenny "calling off the dogs, meaning the BBB." ***** then told him if he would refund the $3000 he overcharged they would contact the BBB and advise it was settled too their satisfaction.  

   

  If you anything any questions,  please let me know.  Her number is *************

  
  
  Sincerely,
   ***** *** ***** *****

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