Complaints

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** ******* *** ******* (***, a division of Beckman Services, Inc) fixed the problem with HVAC (Lg mini split, ********) on Jul 26, 2022 (INVOICE ******** for $732.66). *** replaced also the outdoor unit of HVAC. Now, neither the cooling nor heating of HVAC works. President of Beckman Services, Inc Mr. Beckman have sent me e-mail on Jul 27, 2022 9:20 am, where he explained “… WE ARE TAKING CARE OF THE COSTS FOR THIS, BECAUSE WE DAMAGED IT. …ALSO, THIS WILL NOT AFFECT YOUR WARRANTY ON THE UNIT….” Yesterday, 10.10.2022, I asked to fix this problem (###-###-####), but the *** suggested a visit only 11.02.2022 and I was forced to schedule it. It is not a correct business, *** does not meet contractual obligations. There is considerable pressure to fill orders in a reasonable time. Sincerely, ******* ***********, *** *** ******** *****, ** ***** ###-###-#### ***************

  Business response

  10/14/2022

  To Whom It May Concern,
  
  We serviced this customer for the first time in July, 2022.  Their system was short of refrigerant, so we performed a leak check (after notifying customer of what charges would be).  The circuit board was shorted out when the tech put the cover back on the unit, due to a wire having come off.  We ordered a new board and told the customer that we would not charge them for the circuit board since we caused that issue.
  We could not get a circuit board, so instead of making customer wait until board could be obtained (which was over 2 months), we replaced the entire outdoor condensing unit.  The system has been running properly for over 10 weeks, at the time of the new complaint.
  Customer did not join our Club Membership Program, which would give them priority service, so our first available appointment for a non-member was 11/2/2022.  We have no contractual obligations with this customer.
  
  Thank you,
  
  Richard J. Beckman
  President
  Beckman Services, Inc.

  Customer response

  11/30/2022

  New claim for renew ID # ********- We request ****** Heating and Cooling (***) for urgent visit on 10.10.2022 *** (no air stream from the ducts); *** did not fulfilled the contractual obligations of invoice #********, see our email to rjb@beckmanservices.com on Mon, Aug 1 at 8:44 PM. A new technician (third) of *** tried to fix this problem on 11.02.2022 (see invoice #********, attached). He was not qualified enough. In particular, the thermostat was shorted out when the tech detached a thermostat from the wall and worked with wires without switching off the breaker at the electrical panel (it was a strong burning smell). It is an additional broke of HVAC. About invoice #********: a) ***:“Turned thermostat on cool to verify operations. Unit is operational in cooling mode”. Customer: It is wrong. It was some air from the duct at the cooling mode, but the measured temperature was 68^oF as in the room, whereas no any air stream from the ducts in heating mode. *** b): “No leaks were found in the outdoor or indoor coils… Determined leak is in the line set within the finished ceiling that leads to the outdoor unit in the ground. We cannot do remodeling”. Customer: *** considers the Customer as the morons. We asked the technician to add a refrigerant for testing the work of HVAC (it is possible with any leak), but he declined our request. It is wrong, see e.g. https://www.pvhvac.com/blog/the-right-way-to-find-a-refrigerant-leak). But, first of all, this is a cheating change of the topic. Any leak can impact the proper work of HVAC only a few days (at least). We remind, that HVAC worked properly at least 8 weeks after ***’s installation of the outdoor unit on 08.01.2022. *** c): “Unable to complete job. Turned disconnect switch to the ‘off position”. Customer: *** has broken our HVAC. We demand to repair (or replace) our HVAC. Otherwise, we are planning to bring a third party to evaluate the potential damage made and start a dispute with the Company.
  

  
  

  
  

  Business response

  11/30/2022

  To Whom It May Concern,
  
  
  We received a call from the complainant (never had been a customer prior) on 7/25/22 for a Mini-Split Ductless system not cooling.  The dispatcher’s notes:
  Description of the issue: ->A/C IS NOT COOLING HOUSE.
  BEFORE SETTING THE APPOINTMENT, VAL CALLED AND ASKED THE PRICE FOR THE REFRIGERANT, AFTER GIVEN THE PRICE, HE CHOSE NOT TO MAKE THE APPOINTMENT. I GUESS HE COULDN'T FIND A BETTER DEAL ANYWHERE ELSE SO HE CALLED BACK TO MAKE THIS APPOINTMENT, SO IF HE SEEMS TO GET "STICKER SHOCK", HE KNEW THE PRICE WHEN HE MADE THE APPOINTMENT (SERVICE CALL AND REFRIGERANT) . JUST A HEADS UP.
  
  
  As you can see, the transaction started off with the customer not comfortable with the price, and called us back.  We went to the location and found that the system was short of refrigerant.  We leak checked the system at all available exposed areas-could not find a leak.  When the tech was reinstalling the cover on the condensing unit, he shorted out the control board on the unit.  We informed the customer that we would order a board and return at no charge to him.  
  We could not source a board in a timely manner, so we purchased an entire new condensing unit (at considerable extra cost to us), and installed the new unit on 8/1/22.  
  
  BL 7/26/22-Arrived on site. Customer was asking for pricing information on refrigerant, leak check, and UV Dye.  Gave customer pricing and informed him how everything would be handled at this time.  Customer would like to have system checked with leak detector tool.
  
  While buttoning up unit to make a return visit, ended up shorting out board on outdoor unit.  Removed disconnect and took board back to shop to match up.
  
  
  BL/NR 8/1/22
  Arrived on site.  Replaced LG condensing unit-also added dye to system to use for future leak checking. We did not find any leaks at that time.  Added 2 lbs. of R410A to system.  Cycled unit-all operating at this time.
  
  
  Customer did not tell us that property was used an Air B&B, and we charged them residential pricing instead of commercial pricing.  The customer also threatened to sue us for lost revenue since the unit was down.  
  ***We heard nothing from customer from 8/1/22 until 10/10/22***, when customer called and said that their blower on one of the indoor head units was not blowing.  We did not work on the indoor units on previous call.  We did not have an opening until 11/2/22, and when we ran the call, we found that system was low on refrigerant again.  We performed another leak check, and determined that a section of the refrigeration lineset ran through a PVC chase from the home underground to the outdoor condensing unit. We informed the customer that the leak has to be in the inaccessible section of the lineset, and that we cannot repair it.  We suggested they call a contractor to open up the ceiling where the lineset runs through in order to be able to access the hidden section.
  
  
  DB 11/2/22
  No air call. Turned thermostat on cool to verify operations. Unit is operational in cooling mode. Found it is almost out of refrigerant causing low delta T and will not allow the heating cycle to operate. UV dye was supplied in the system last time we were here. Searched the system for leaks. No leaks were found in the outdoor or indoor coils and the part of line set that is exposed. Determined leak is in the line set within the finished ceiling that leads to the outdoor unit in the ground. We cannot do remodeling. Unable to complete job. Turned disconnect switch to the ‘off position. Customer will have to contact a contractor to replace line set.There is also a language barrier between us and the customer (as evident in the written communication, including this complaint), that is also impeding our ability to inform customer of the entire situation.  My tech spent 5.5 hours on second trip on 11/2 searching for this leak and conversing with the customer, and only charged them our $99.00 service call, which they REFUSE TO PAY.
  
  
  We will not be returning to this customer’s home to perform any more work since we are unable to meet their needs, and their refusal to pay us.
  

  
  

  Customer response

  11/30/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* ************ ***
  
  : *** has broken our HVAC. We demand to repair (or replace) our HVAC.  Otherwise, we are planning to bring a third party to evaluate the potential damage made and start a dispute with the Company.
  

*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. ↩