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Complaint Details
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Initial Complaint
12/11/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
My furnace was not working properly, and called Boulden Brothers for a repair/replacement. When I had not heard from Boulden Brothers by the end of the day, I called another company for an appointment. After the appointment with the other company the next day, I finally got a call back from Boulden Brothers. Without knowing it, apparently, I was put on a Do Not Service list over a $19 charge for some home warranty program that did not go through because of an expired credit card. Fine. They'll get the $19, and the purchase of a new furnace will be made elsewhere.
Business response
12/14/2022
This client called after normal business hours on Saturday. Our CSR called him the next morning immediately. The client stated that he already had someone perform a diagnostic and wanted to set up an appointment for a Project Manager. At that time, our CSR advised him that she would be happy to set up an appointment, but he had to take care of two missed payments that we have been trying to collect, before we could send someone out.Customer response
12/20/2022
Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. The Boulden Brothers website has nothing about business hours that could be found. The Heating & Air page includes statements such as, "No matter what the problem is, it’s always best to call Boulden Brothers right away, so we can resolve your issue as fast as possible." And, they have their hours showing on a Google search as "Open 24 Hours". I had called Boulden Brothers first, with the expectation that my old furnace would need to be replaced. When I finally heard back from Boulden Brothers, I had gotten confirmation that the old furnace was shot, but had not yet made arrangements for a replacement. The disputed $19 was not for any equipment or labor, and was unrelated to any work performed. This deplorable customer service has meant that my new furnace had been installed by another company. Regards, Complaint ID: 18557309Initial Complaint
05/24/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I called boulden brothers to fix my hvac problem with my ac. When they arrived they checked my unit and said my refrigerant was low. They immediately started pumping in refrigerant into my unit without any pricing whatsoever and without confirming a leak. They told me at 6lbs of refrigerant that the price was close to $800 with service charge and asked if I would like the remaining 3lbs of refrigerant added for a total of $1000. No leak was confirmed. They replaced another part of the unit for $300 which was broken. After being told the price was a total of $1300 they then told me there was a leak that was not fixed. I called the installing company who told me that it would cost about the same price to fix the leak and that they would have to toss and replace all the refrigerant in the unit. Boulden brothers charged me a $1000 in refrigerant that would continue to leak or have to be tossed and replaced and never fixed the actual problem. They basically took me for $1000 and I want a refund. I called the manager **** and he argued that I was informed of a confirmed leak before they pumped the refrigerant in and that is false. He offered me $336 back if I drove to Delaware to get it. I said I wanted the amount that the refrigerant was worth and he refused. This is not good business especially while treating an off duty police officer like this. I’m . I also paid them in cash as well.Business response
05/25/2022
Hello, we apologize for the miscommunications that took place with the Service Technician. We offered to refund your total amount of $891 since you are not happy with the service. It is to our understanding that you are coming to our office to pick it up today.
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2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.