ComplaintsforBlackwell Heating and Air Conditioning, Inc

• Initial Complaint

  06/21/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I contracted with Blackwell in May for a complete AC installation. It was to be 12+k. I paid a down payment of 2+k for initial parts. On June 7th they sent out one installer. He was a very nice and polite individual however he could not do the job by himself. He finally got the house cool again and cleaned up at 1:30 AM. That was imperative in this heat. However, the gas for the heater was not hooked up and the insulation has not been finished. They put through another bill, but I rejected it. They have scheduled two more visits to complete the job but did not show up either time. They did not even have the curtesy to call and cancel. In both cases I had to call them to see if the installer would be coming. I tried to call them on June 21, two full weeks after the initial service call, but there wasn't any answer. I left a message but do not have any hopes that the job will ever get completed. In the middle of air conditioning season, they do not seem to be open. I need to get this project completed either by Blackwell or someone else.

• Initial Complaint

  07/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 27 May 2022 a technician from Blackwell AC company serviced my AC unit, he charged me for cleaning a drain pipe and diagnostics. 2 days later my AC was not working again. I called a different company and they came out to check it. It was exactly the same problem as two days before and pipe needed to be cleaned. However, the pipe was still clogged with algae that takes a few weeks and even months to build up. The tech told me that the pipe was not drained properly and it doesn't take two days to build algae and clog it. Therefore, the tech from Blackwell AC did not perform the services that he charged me for. I called the Blackwell a total of five times in the last few weeks, explaining the situation and asked to speak to a service manager and every time they told me that he will call me back. However, no one has called me back to explain why the service was not performed correctly.

  Business response

  08/08/2022

  Business Response /* (1000, 5, 2022/07/19) */ On Friday 5/27/2022, 10:08am we received a phone call from a Ms. **** ******* in regard to a non-working HVAC system at her Orion Lake Drive rental home. She wanted to know if we accepted ********* (Extended Warranty), of which I advised we did. She advised that ***** & ****** was her property management company, and she would have them call us with all the tenants contact information so that we could schedule a service technician to go out that afternoon. At 10:14am a call was received from Kelsey with ***** & ****** Property management who provided us with the tenants contact information. Our technician arrived on site at 1:47pm, after completing a full diagnostic our technician made a phone call to Ms. **** as the landlord on file to explain his findings. This phone call was made at 3:08pm and lasted 11 minutes and 12 seconds, during which time the technician explained the issues with the coil condition, drain pan, algae buildup, glued in place drain switch, lack of air filter in place as well as the need for a pull & clean on the coil to prevent these same issues from continuing. The technician advised that they would continue to have draining issues until the coil was cleaned. Ms. **** did inquire about the ********* coving the cost of todays visit, and the technician explained that extended warranty companies do not cover issues that are due to maintenance or the lack thereof. On 6/2/2022 at 6:28pm there was a call made from Aloura with ***** & ****** Property manager regarding the AC unit not cooling again. The Service Dispatcher advised Aloura that we were waiting for approval on the pull & clean from the Ms. **** as advised by the technician that issues would continue to happen until this was completed. We received a call on 6/3/2022 at 10:23am from Ms. **** who said that she was not going to move forward with the pull & clean at this time and she would call Aloura back directly herself. We do have a "call back" policy of 30 days in which we warranty our work performed and would have taken the opportunity to send a technician back out had we been given one. We aim to go above & beyond for each every one of our customers and we are unsure where the miscommunication happened, whether it was with the property management company & tenant, the tenant & landlord or one of our staff members so we will issue a full refund of the $79.00 service call as well as the $93.76 charged for the repair totaling $172.76 today 7/19/22 to the credit card used to pay for the charges from 5/27/2022. Either way we did not meet that mark and we apologize sincerely for any miscommunication on our part in anyway. Consumer Response /* (2000, 7, 2022/07/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the refund.

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