Complaints

• Initial Complaint

  12/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  12/01/2023 Received poor customer service from the supervisor. Technician was apologetic, but refused to put me in touch with supervisor. I was told that a part covered by warranty was out of stock and would be shipped to me and I had to pay the shipping. I did not agree with this and wanted to speak to supervisor. I was told no. I was then told that the manufacturers warranty was not valid with the manufacturer because somethingvwasbwrong with the serial numbers and no one at Russell's bothered to tell me. The tech stated that they would honor the warranty, they have too!, but I would not be able to use the warranty with another company. I told him that I was stuck in using them. I also requested in writing from the manufacturer that my warranty is in place so I could use another company. Unfortunately I had to pay for the shipping and I have to use Russell's to fix my heater if I want heat before the end of next week. I want my warranty and I want reimbursement for the shipping of the part.

  

  Business response

  12/07/2023

  Good afternoon, 
  
  On Behalf of Russell's and American Mechanical, I would like to formally apologize. I will submit a refund request for the cost of the overnight shipping. In addition, we will type a letter stating that we will cover your unit until 2028 through services provided by Russell's and American. I understand the feeling of being stuck with us but we always aim to make it right.  In this case, we always aim to make it right. In this case what we can do is refund the shipping cost, provide a letter, and allow us another chance to have a better experience with us. 
  
  I will send a letter via mail. 

• Initial Complaint

  04/18/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We have a maintenance contact with Russell's HVAC. Part of this is a twice-per-year check of our equipment. As information, we have done a lot of business with Russell's and have contributed a lot to their business over the last couple years. On our summer-prep checkup, only my wife was present. The tech told her we had a mold problem in our evaporator coil. He provided pictures. He wanted approximately ****$ to clean/correct this issue. He also suggested our ducts be cleaned for approximately ****$. Interestingly, Russell's had just replaced the same evaporator coil last year. It was odd to us that it would already be faulty/moldy. With that thinking, we called back and requested another technician take a look. As it turns out, the photos shown from the first tech were not even our unit. Our coil was completely clean. There was no mold to be found. This was a clear cut fraud attempt. Furthermore, my wife felt uncomfortable with the high-pressure sales tactics of a male in our home when she was alone. This is completely unacceptable. We trust Russell's to have professional staff in our home with ourselves and our children. As remediation, we want an apology from management and a promise to educate it's staff to not participate in this predatory practice. We also would like a free contract extension for 1 year. We would leave Russell's but the extended 3 year warranty on work already done is just too valuable to let go. In conclusion, perhaps this was just a bad apple technician but we haven't be exactly lucky with Russell's staff/work but do appreciate the customer service overall.

  

  Business response

  04/18/2023

  Afternoon, 

  We will have a letter sent to the customers home first thing tomorrow morning. It will be signed by the service manager and we will absolutely honor an extended 1 year of Maintence.  

  Customer response

  04/21/2023

  
  ****** ******** ******:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. We appreciate the prompt response on this matter.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 18th I scheduled a tune up for our ac unit since it wasn't getting as cold as it should. I paid extra to get priority scheduling. Total cost was 155. My appointment was for June 27th. I believe it was June the 22nd I received a call that they would no longer be able to help me until mid September. I called back and told the employee that mid September is to late and that I need to find something sooner. She said she would have someone get back with me. Someone from Russell's texted me not to long after and then never replied back to come up with a resolution. I've called at least three times and the final time which was about three days ago told the employee that I needed my money back and no longer want to deal with Russell's. She said she would have someone get back with me but no resolution. My card has been charged the 155 on May 18th but still no tune up and no effort to do so. Such a shame as it came highly recommended on our neighborhood Facebook page. We used them for a maintenance request and didn't have any issues then.

  

  Business response

  11/15/2022

  Business Response /* (1000, 14, 2022/10/19) */ We have reviewed this customer's complaint and account history. Customer did not receive maintenance visit from us back in June as requested. Plan was cancelled as customer requested but a refund was never completed. After looking at the account a full refund has been submitted for customer. Consumer Response /* (2000, 16, 2022/10/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Reached out to me and apologized and offered refund

*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. ↩