Complaints

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a Ductless Mitsubishi Mini Split installed by Brogans Maintenance in April 2019...cost was $3500.00. Not long after we started having problems...water was pooling in the back of the unit and running down the wall in the room which made a hole in the wall. We were told that he would repair the hole in the winter months when it wasn't so busy and we agreed but told him not to forget about us, he assured us that he wouldn't. Well, he did. So the following summer we had this same problem of water collecting plus the unit not cooling. It would cool for awhile then not cool depending on the weather outside as to how much it cooled or didn't. Mr Brogan would sometimes show up and sometimes not. Now we are at a point that the hole in the wall has been fixed but now the Puron is leaking because it has stopped cooling AGAIN! I have sent numerous texts and called numerous times and left messages and Mr Brogan will not call back or come by. I feel like 3 years is plenty of time to resolve this problem. My husband is 84 and handicapped and has trouble going up stairs. This unit is in my upstairs bedroom and I am 71 with a sleeping disorder and I have to sleep on the floor downstairs. We need someone to help us, can you? Thanks

  

  Business response

  09/20/2022

  We apologize that our service was not to your satisfaction, we acknowledge  that you were upset. Here we aim to provide good service to our customers and again we are truly sorry. Brogans Maintenance LLC

  Customer response

  09/20/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The response from Brogan Maintenance is no solution to the problem that they caused!!  They took our money and we have had problems with this unit from the very beginning and they are just walking away with no responsibility whatsoever? That is a very poor way to run a business. It seems like there could be something we could do to make them accountable for taking our money and not getting what we supposedly bought!  Regards, ****** ******

  

  Business response

  10/17/2022

  We received a call on 4/18/22 from Mrs. ****** stating there was a leak in the wall and we needed to fix it, and that she had a deck out back and she wanted a cover over it. On 5/11/22 we sent one of out technicians out to her location and we thought all was taken care of. We contacted a wall hanger to assist and asked if he could look at the job, we set an appointment for the wall hanger and myself May 23, 2022 with the customer. On 5/23/2022 Mrs. ****** called and said that road paving was being done in the area and that it would not be a good time to come, and we could not get to her. During the same conversation she made another request to fix the deck and she also wanted another thermostat. Mrs. ****** called again on May 31, 2022 stating that the Heat Pump was not blowing cold air and it showed 63 degrees. Mrs. ****** called twice more that day May 31, regarding the same thermostat issue. We went by at a No charge visit to address this issue. On the same day we were there she called twice to report the flashing in the family room around the chimney was coming off. After repeated calls on August 1st, concerning the water issue leak she stated they blew into the hose thinking it was stopped up and that this leak was at the other end of the unit where the water was coming from. On 8/31, 2022 Mrs ****** left another message saying that she had to sleep on the floor downstairs because she had a sleep disorder issue, and that her husband could not climb the stairs and he slept downstairs. In the same message she stated the thermostat showed 82 and it was 84 outside. On 9/01/22 another message was that the thermostat showed 72 degree and that we should use out own judgment it was 70 outside. After considering the many calls and the situations this put our team and technicians in, we decided it best not to pursue any more contact with this customer. We apologize that our service was not to Mrs ******’s satisfaction, we acknowledge that you were upset. Here we aim to provide good service to our many customers, and sometimes we fall short, for that we are sorry.Brogans Maintenance, LLC

  Customer response

  10/17/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. [Mr. Brogan has provided many incorrect dates for phone calls and responses! When the unit was installed in 04/2019 within a month the leak was making a hole in the drywall, at which time Mr. Brogan said he would have it fixed.  This FIX was not done until 2022.  After which we asked if Mr. Brogan knew anyone that did drywall on the side that we had a "flashing issue around our chimney" which caused a problem that needed a drywall repair, also we asked if he knew anyone that did roofing that could do a roof over our deck.  As far as we knew Mr. Brogan doesn't even do that kind of work so we were asking for recommendations NOT for him to do the work, no technicians were sent for our deck!As far as the thermostat issue the wall thermostat was saying 82 and the unit thermostat was set for 65......an email sent to Mr. Brogan on 05/31/2022 stated I had called the office and spoke to *** telling her the temperature on the wall thermostat was 90 degrees.....then again on 06/2022 the unit was set for 69 but the temperature was 90 upstairs.  Mr. Brogan would never return texts or phone calls about ANY issues so I would try to keep the office updated with any problems so they would know what was going on with the unit.  I would be told he had the message on his desk, or he said he would drop by that day (which never happened).Mr. Brogan NEVER checked for freon leaks, he had to put some freon in several times but never checked to see why it was leaking.  He always said "the technicians must have let out too much when they working on it" so he would put more in without even checking to see why.Three years is a long time to have the same issue time and time again.  This is something that should have been taken care of right away, one of my concerns is I was breathing this leaking freon for all this time....who knows what this could have done or will do in the future!  As far as calls and situations this has put the technicians in was no fault of ours, these problems could have been solved much sooner if Mr. Brogan and his technicians had checked for leaks in the beginning as any experienced repair person would have done.  The company aims to provide good service to customers.......well, it really fell short on this customer!! ****** ******

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