ComplaintsforBrenovations HVAC LLC

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brenovations HVAC is literally “the worst” AC company we have ever delt with. Being an AZ resident, we get approximately annual AC services, so we have LOTS of satisfactory services in the past. The HVAC Tech was called out to replace a motor, a rather simple service. The Tech failed us on this service in the following ways: left the wires exposed (in violation of the company’s own policy), swapped the motor in a way that left the threaded bolts banging against the fan blades (potentially damaging the blades), removed/discarded the HVAC cap without the home owner’s permission, & was abrupt, completely disregarding our concerns about the safety of exposed wires in an area adjacent the kids’ backyard playground. The Tech came out several times to fix his mistakes, but then became obstinate. After going round and round with Brenovations’ management and eventually the owner, they also gave up because the Tech absolutely refused to come back. So unless you want service from a company that: fixes HVACs in a way that could cause more damage, violates its own policy, takes property off the job site without the home owners’ permission, disregards safety concerns of children, and has no backbone to stand up to their own techs, then we suggest you stay far away from Brenovations HVAC. To make matters worse, Brenovations HVAC has completely given up on the service: leaving us stuck where we started with an incomplete job and hazardous situation. After all the work, frustration, and lost hours, we are nowhere closer to resolving the failure of the original service, making Brenovations literally “the worst” AC company.

  

  Business response

  05/07/2024

  I understand you're disappointed, and I am genuinely sorry for any inconvenience this has caused you. It's disheartening to hear that you feel this way, especially after our previous conversation, in which you expressed satisfaction with our staff. We value your feedback and are committed to addressing your concerns.
  
  I want to take a moment to correct the narrative you've created here.
  
  The image you posted is from the first visit, which was a standard outdoor fan installation. I understand that you may have expected a different outcome, but the technician did his best to meet your expectations. Most will agree both are fine motor installations. The image I have attached is from the most recent visit, where the technician rewired the motor to ensure its proper functioning. 
  
  The cap you mentioned is a plastic piece that goes above the factory motor but sometimes does not fit replacement motors. It offers no function. The technician brought this back when he returned to address your initial concerns and, against his professional judgment, attempted to reinstall the cap at your request, which resulted in one of the motor bolts falling into contact with the fan.
  The technician returned, corrected these issues, and left your system running safely and normally.
  
  Regarding the safety of the wire tucked below the grille, I want to assure you that we take safety very seriously. Air conditioners, due to their nature, can be hazardous. We always recommend keeping children away from them, even under supervision. As a single father of two for a decade, I understand your concerns and highly recommend building a gate or fence if safety around this equipment is a concern.
  
  Also, we did not give up on you; when we spoke on the phone, I told you we have no other tech to address these issues in a timely manner besides the technician you've already had, and you declined to have him return. 
  
  Trying to be respectful and understanding of your wife's frustration, I chose to transfer your call to another contractor with the home warranty company to continue helping you instead of sending the same technician again.
  
  I also told you immediately after that that if the new contractor was unable to help you, I would be willing to come out personally on a Sunday to see what I could do.
  
  I hope these issues were resolved quickly through your home warranty company. I'm sorry we couldn't provide you the service you sought. 
  
  Best wishes,
  *******

  Customer response

  05/11/2024

  Brenovations HVAC LLC,
  
  I am not satisfied with this response.
  
  The fact that it took over a year to respond only reflects the total disregard for customer satisfaction. I never said I did not want the same Technician to respond. Your Technician refused to return. When I said I was satisfied with the courteousness of your problem resolution staff, that did not mean I was satisfied with the overall execution of the service.
  
  When you offered to do the service yourself, I was very thankful and welcomed your personal interest in the service. That is why I never understood that you then threw the service back to my home warranty company and then waited until I was deployed with the U.S. Army to respond.
  
  Several of the issues that were identified were resolved. The first issue of the stolen cover was returned. The second issue of the bolt motor extending into the fan blade was corrected. The last issue of covering the exposed wires with a sleeve or tucking the wires back underneath the fan screen has still not been resolved over a year later.
  
  As a husband and a father, I would just resolve this myself and move on, but the U.S. Army sent me to Eastern Europe. The fact that a company would treat a deployed Soldier SO poorly speaks volumes. I am still not satisfied with the state of my fan repair service, and I still desire correction because I am not home to make things right for my family.
  
  Please just do the right thing. It is not a significant request and there has been no reason to drag this out for over a year.
  
  Respectfully,
  Deployed Father/Soldier

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