ComplaintsforBailey's Heating & Air Inc

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased ****** air conditioner, mini splits and air purifying system from ******. First few years, we had great customer service and follow up. 2 years ago I worked from home and noticed that guys are not doing services ce on mini splits as they should. I brought it up with office and was told that deep cleaning needs to be done which is not a part of the maintenance. I asked why all of a sudden they are talking about deep cleaning since regular cleaning was not done correctly. No one responded to the complaint. I called this year for the maintenance. Again, deep cleaning is a must. Again, I brought up the fact that cleaning twice a year was not done correctly. Coils were not cleaned, vacuuming of the mini splits was not done when they came over for maintenance. The technician told me that they were aware of the problem with the technician that was providing service to us and he is no longer working there. I called the office and was told that I might be not a good fit as a customer. When asked to speak to the owner, he never called me. I guess we did not spend enough for him to bother to maintain customer service with existing customers. I did speak to a manager. She was supposed to send someone over. 2 weeks later and no one came. I called today and was told that it is not scheduled. So basicly after 7 years being a customer, they do not care nor willing to provide a good customer service. We did give the 5 stars 4 years ago. Now I have to give the 0. Hope new customers will not give them any new business since follow up and maintenance is not their priority.

  Business response

  04/02/2024

  Hello,

  
  

  This e-mail is in response to Complaint ID ********.  I (***************************) had spoken with the customer over the phone and let her know I would e-mail over some information but had neglected to do so in a timely fashion, and unfortunately, she had called back on a day when I was not in the office and spoken with another member of office staff who was unaware of our conversation; it was on this day that the customer, understandably, submitted this complaint to the BBB.

  
  

  I spoke with the customer again on the phone on March 26th and e-mailed her that same day and she was satisfied with the response and our resolution (scheduling the work to be done for this Friday, April 5th and crediting back the $85 diagnostic fee that had previously been assessed).

  
  

  I believe that everything has been resolved thus far; please let me know if you require anything else from me in order to close out this complaint.

  
  

  Thank you,

  
  

  Candy

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