Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:16/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Email Communications are attached. We had repairs done to our HVAC unit in Mar and Apr of last year, with the original issue dating back to a service request in Aug 2021 when our unit had shorted out and a fuse replaced. The issue returned in the winter of 2022, with a service call on Mar 22, where the technician advised us to change the fuse with one purchased on ****** if the issue repeated itself. We followed that guidance, resulting in further issues and damage to our system and another service call. Repairs took close to a month to complete. We believe the technician did not do proper inspection, resulting in many unnecessary service call. During the service, the technician's supervisor was to call us and confirm costs before proceeding. The supervisor never called, and on more than one occasion, the technician came to our house. On Jun 30 we received the invoice, we challenged the amount on Jul 6 by email and proposed a compromise. Following this, multiple meetings were set to speak with the company owner about the costs. Each time they failed to present themselves, either as no-shows or by having the office advise they were no longer available at the time of the call. We provided additional details to the office manager to be able to elaborate on concerns. This occurred on a least 3 occasions over a span of 6 weeks. On Aug 17th, we paid the portion of the bill we felt was reasonable and communicated that if we did not receive a written response to our concerns by the end of day on Aug 19, we would consider it as an acceptance of our proposed compromise and the matter resolved. A follow-up email was sent to me on Aug 24, asking to schedule a meeting to review. Due to repeated no-shows, we declined the meeting, preferring a written response. There was no follow-up until Mar 8 2023, threatening to go to a collection agency. We challenged the premise and agreed to a call on Mar 16. The owners postponed again. We are assistance to resolve this complaint.

  

  Business Response

  Date: 23/03/2023

  We have discussed with customer and have resolved the issue. We ask that this complaint be removed.

   

   

  Customer Answer

  Date: 23/03/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19604559, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ******* ******