ComplaintsforThe Bee Heat & AC

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Let me start by saying we did not use The Bee once, twice, but for years. Our end with them came a month ago when our furnace went out, error code 42 inducer motor issues. We called, they responded. Technician did little to nothing to address the error code and left because "it was working". Fast forward to last week, a month later; when our furnace went out again... same error code 42. ******, a supervising technician came out, who has been at our house before. At this time it was found that a bird was in our inducer motor outake, that was well decomposed over 3-4 months, and our motor was bad. ****** confirmed that the previous technician should have at the very least checked the voltage on the motor to see if it was lowering, and checked the intake and outake. It would have saved out motor. ****** proceeded to notify us that this part was on back order, for months. Leaving us in the mountains of Golden with a newborn, without heat, and having to tell family they can not come in for the holidays. Further unfortunate for ****** and The Bee, we have security cameras through out the house, including the hallway outside the furnace room where ****** implicated that the previous technician failed and the motor would have been saved. Further ****** was the one who got this the previous technician the job, and ****** was upset because now he would have to write him up.I spend the weekend, and my Monday calling every supply shop in the ** and other local HVAC companies. Today, Monday I was able to get a motor overnighted at the cost of $1,000... and the same time ******* HVAC was able to find this motor from carrier, locally, the same supply shop that The Be, and ****** supposedly was sourcing a product that would have been also ordering from.I was waiting until today, and a call back from the owner before we were forced to file an insurance claim; and unfortunately that arrive late tonight after we had to get our insurance involved. ****** the owner threate

  Business response

  12/13/2021

  Customer claimed we damaged his motor but there was a bird in the motor and that is not our fault. The motor had to be replaced and the manufacturer told us they would not have the part in stock for a month. We are not sure why the supplier would tell us this if the customer claims they did have it in stock but that is what we were told by the supplier. We refunded the customer 100% what they paid us which was just the service call of $69. It is out of our control that a bird damaged the motor and the supplier did not have the motor in stock. 

  Customer response

  12/13/2021

   
  Complaint: 16148929
  
  I am rejecting this response because:

  This message is clearly from the owner, whom I spoke to on the phone and who threatened legal actions because of my reviews of the business on ****** and Yelp. Yes they refunded the original $69 service charge, which from when they should have found the dead bird in the motor. Their senior technician who came out later, and whom got that original technician the job - confirmed they should have found the bird and it would have saved the motor. I have this on video from our security camera. I am unable to provide that footage at this time, on behalf of my insurance company for the claim this caused me and my wife.

  Further the owners comment doesn't make sense. They said it would take a month to get a new motor, yet a competing HVAC company in town received the motor from the local ********************** where I have confirmed that The Bee also receives their part. 

  It is indisputable that The Bee caused me and my wife over $1,400 for something that should of and could have been avoided. Their own technician said it. I find it unacceptable to receive threats from the owner for my very detailed ad valid feedback, and that during the time they offered to quote me an entire new furnace.

  At the end of the day as I told the owner, this is an insurance matter at this point; the reviews and the BBB complaint are recourses I can take myself due to it now affecting my insurance history and premium.

  
  
  Sincerely,
  
  ***************************

  Business response

  12/15/2021

  This is not our fault. Youre blaming us because youre frustrated but we did everything in our power to be accommodating and even offered a substantial discount installing the part at COST (which we shouldnt have offered again because youre acting like its our fault, when really we were offering that as a courtesy because we actually care and we were told by carrier it was a month out). Youve put words in everyones mouths. I empathize with your frustration but that doesnt make this our fault. Also saying that ******* caught that it was under warranty is a lie because I was the one that told you that - not *******. Again, I understand that you are frustrated, and will admit I should have reacted a little more calmly on the phone - that is my bad, but youre wanting us to take responsibility for something that isnt our fault. Best of luck, glad you were able to get it repaired.

  Customer response

  12/16/2021

  Complaint: 16148929

  
  I am rejecting this response because: Youare apologizing for your tone over the phone, but your email clearly shows you are not because you are using capitals and screaming again. I again outline the facts:

   

  * Your own technician, admitted, on video this was the previous technicians fault; who he hired, and is his supervisor, and he would have to write him up. This should have been caught. The inducer motor had an error code, was not properly diagnosed, and ran for another month with a bird it in. 

  * ******* caught the warranty, I related that to you on our recorded phone call; and outside of that - they were able to get a new inducer motor from the local Carrier supply house that you and your company said would take a month... but yet wanted to quote me an entire new furnace.

  * I am not frustrated because this cost me money; trust me we can afford this. What I am frustrated about is how you, the owner are handling a mistake that your company made, and your employee made, and even to his credit admitted and owned the mistake. But I am seeing that ownership stops at you. And I am also seeing that stops at you, even for someone that was a loyal customer before this. I gave you a change on the phone, in which you started screaming at me, and throwing inaccurate legal terms at me; for simply following my legal right of reviews and accountability.

  I am sorry to see that again this avenue reaches your frustration and lack of ownership.

  
  Sincerely,
  
  ***************************

*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. ↩