ComplaintsforBoutwell's Air Masters, Inc.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an HVAC system that was installed by this company when the home was built in November of 2020. My system wasn’t cooling so a repairmen came out. There was a pencil size hole in the copper line by the outside unit. The repairman said he had never seen that happen. I spoke to manager Brad he told me that pouring clorox through drain line would not have caused that hole. The repairman repaired the copper pipe filled it up with freon $569. It worked for an hour then it stopped cooling again. Next day a different repairman came out said compressor was bad and said it was my fault because I poured clorox down drain line. He quoted me $1098 to replace compressor. Next day office called back and said I ruined the system by pouring clorox in drain line and quoted me $7000 to fix. I was not allowed to speak to a Manager. I had a different company come out and said There is no way the clorox caused the hole in the copper pipe. They quoted me $1460 to replace compressor and refill with freon. I am claiming the copper pipe was damaged when the system was originally installed and that Boutwells should incur all costs due to faulty installation.

  Business response

  04/23/2024

  Our company installed this system over 4 years ago. Had the hole been in the copper at installation, there would have been an issue prior to his call on 4/19/24. Our technicians stated that it DID NOT look like bleach had been poured in system and that whatever the homeowner poured in system had eaten a hole in the copper as well as gotten all in the system and as a result, the system would need to be replaced as whatever had been used by the homeowner to clean the drain lines has now run all through the system and will cause unknown damage throughout it. Again, this system is over 4 years old and is no longer in any type of warranty so it would be the customers responsibility to pay for any and all fees for the repairs. I know this is frustrating for the homeowner,  however, he is not under any obligation to use Boutwells Air for the repair. 

  Customer response

  04/23/2024

  
  Complaint: 21607999
  
  I am rejecting this response because: The Manager (Brad) on the phone with me while I was discussing the repair to the hole in the copper pipe said "There is no way that clorox put a hole in the copper pipe. Also the compressor was working fine after they repaired the copper pipe. One hour after the copper pipe was repaired the compressor stopped working. Obviously something they did caused this to happen.

  I have since hired another company that has agreed to replace the compressor. This company also said there is no way that the Clorox caused the hole in the copper pipe. They recommended pouring diluted Clorox or vinegar down the drain line. I have owned 6 houses and done this process with every HVAC unit and never had a problem over my 60 years of life.

  It is obvious that this company is not an honest group. I only wanted my $569 dollars refunded.

  I realize they will continue to lie. I just wanted someone to know that they are not honest.

  Feel free to contact another HVAC company and ask them yourself if Clorox poured down a drain line could cause this problem. Also, I think it proves how ruthless they are giving me a quote to fix my current issue (a bad compressor) at $7000.

   

  
  Sincerely,
  
  Robert *****

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2 months after our air conditioner was installed, things started to go bad. Now they say we need a coil that they can't get till April. They still wanted to charge us for a maintenace fee. She, lady in charge, suggested we could buy some piece for $1,900. The rude lady even hung up when we got upset by the whole mess. Not the type of people we want to do business with! NEVER NEVER NEVER

  Business response

  12/13/2022

  Boutwell's replaced their over 20 year old system on 1/28/2016.We have only been to been to preventative maintenance visits in the 6 years since this installation. He did purchase a UV light in July 2022. Upon going out on 12/9/22 to perform the bi-annual maintenance on his system, our technician found his coil is bad and he was low 2 lbs. of Freon. The technician checked with the supply houses that carry this brand equipment and got the same answer from all. It is on backorder and will not be available until possibly April of 2023. This is not something we have any control over, and this is not something that was EVER expected when we installed this system in his home 6 years ago, that there would ever be an issue of obtaining parts in a timely manner. Unable to get a hold of coil and to give the homeowner an alternate option, I told him he could purchase an air handler and replace the whole piece versus waiting until April for the piece (a coil) we need . Unfortunately, they won't give me this piece of equipment for free so I gave him the price of the piece of equipment if he chose to go that route. Keep in mind, if the homeowner chose this route, we would not charge him the labor associated with changing it out. As for the complaint I did not want to refund him the maintenance fee I have already had a check made out to him for the balance of the yearly maintenance fee portion he has not already used, which is half of the fee.  

  Again, this is the ONLY service call / part to go out on this unit in the 6 years since it was installed. 

   This homeowner has been doing business with Boutwell's since 2006 and we value him as a long standing customer and would love to have this issue resolved to their satisfaction unfortunately, the above two options seem to be the only resolution as of now.  

  Business response

  12/14/2022

  I am glad they are getting it taken care of. 

  Customer response

  12/14/2022

   
  Complaint: 18566527
  
  I am rejecting this response because:This company has not been honest with us.  We have since had another company come out here and, though they still have another test to run, they believe that Boutwell was wrong in their diagnose.  We had to pay $110.00 for a service call.  When I get the formal results from the second company, I will request that Boutwell pay for the service call. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Boutwell soldered a leak, 04/29/2021. On 6/29/2022, they had to come back once again. Gen Air said that the part was deemed not durable, before 2021, and the part should have been replaced. I am seeking a refund, and the part be replaced. Gen Air is saying the responsibility is on Boutwell, and Boutwell is saying Gen Air.

  Business response

  11/09/2022

  Boutwell's installed this new system for the ********** *n 4/17/2017. At this time they were given a 10 year part warranty and a 2 year labor warranty. on 4/29/2021 . This issue happened after their labor warranty was over therefore labor fees were due and charged. As for any issue Gemaire states there was, this  is the responsibility of Gemaire , not Boutwell's Air Masters. Again Gemaire states part is not durable, this clearly indicates Gemaire is stating their product is not durable so if anyone should reimburse the ********s, it should be them. 

• Initial Complaint

  10/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Boutwell's installed a new heating/air conditioning system at my residence in 2018. It was over $5200. The fan blew and on 10/4/21 an arrogant and distasteful service man told me that it was $89 for him to tell me the fan had blown and another $399 to replace the fan. I reluctantly paid the $89.00 as I was in tears. This was highway robbery! I called Commander Air and they replaced the fan for $150.00. Pensacola, I think Boutwell's is fleecing the city that has supported them for so many years. Go elsewhere for your heating and air conditioning products and services.

  Business response

  01/10/2022

  Business Response /* (1000, 11, 2021/12/01) */ Boutwell's Air Masters, Inc. installed the new system at this home on 11/14/18. We provided the Homeowner a 10 year part, 2 year labor warranty. The labor portion of her warranty expired on 11/14/20. There has been one other call prior to the call in question and it was covered under the warranty (labor and part) . Unfortunately, this service call dated 10/4/21 was outside of the labor warranty date so we charged her our normal service call fee of $89.00 and diagnosed the issue as a bad motor. Boutwell's labor charge for replacing this motor is $399.00. She paid the $89.00 for the service call and chose to go elsewhere for the motor replacement. There will be no price adjustment as there was no overcharge. Our service call fee is $89.00. It is the customers right to choose to go with another company if they feel our fee is not what they feel it should be. Just as it our right to set prices for repairs. I am sorry she feels this way, and hate to lose a customer over something like this however, we did not charge her any different than any other customer. Consumer Response /* (3000, 13, 2021/12/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The service fee was also exorbitant compared to other companies. I trusted Boutwell's. I was mistaken. The service man was disrespectful and arrogant and just said pay me the $89 and I will be on my way. I'm sorry I gave him the fee. I believe that this company has fleeced Pensacola for so many years and we should stop what is certainly abuse to the people of this city who have paid their livelihood for years. I will not deal with this company ever again and I know many of my friends will not either. I am a widow of a retired Navy corpsman and just want to be treated fairly.

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