Customer ReviewsforBudget Heating & Air Conditioning, Inc.

I ordered a ******* 5 ton split heat pump unit and ***** btu ********** heat pump minisplit. was told they would be here last Friday or Monday which was yesterday and then when I called today to check on **** said they had just been shipped from the warehouse today. **** went on to say they have issues shipping unit on time and doesn't know why they don't fix the issue. So buyer beware about what they tell you and I haven't even gotten my units yet so hoping nothing is wrong with them. But I will not be ordering from them again due to shipping issue that they make you pay extra to get.

Hi ***,
We would like to express our sincere apologies for the inconvenience and frustration you've encountered with your recent order. We understand how crucial it is for our customers to receive their orders on time especially in the heat of the summer season. We deeply regret that the promised delivery date was not met. 

That being said, our Office Manager who you spoke with today is personally taking accountability for your order and following it through to the end. It is true that our warehouse has experienced problems as of late due to being short staffed. However we have hired many new employees that are in training and hope to eliminate issues like this from occurring in the future.

We take full accountability for the inconvenience you've faced, and we hope that you will give us another opportunity to serve you better in the future.

Budget Heating & Air

I purchased a Daikin 10 Ton Split system from Budget Heating & Air Conditioning 6/3/2022. After installed the air handler leaks inside the coil. Got it replaced with warranty and now 8/25/2023 the condenser unit outside quit. Technician checked and found that the compressor is bad. try to get a warranty replacement and got no response from them. Called and got transferred to warranty department nobody there to pick up the phone. Leave message and no response. I just need some help because the unit is still under warranty.

Hi ****************,

First and foremost we are sorry to hear you are having issues with your system. We are here to assist you with the warranty process HOWEVER we want to make it clear that your warranty is with the Manufacturer Daikin not Budget Heating & Air. Your technician can process the warranty for you locally without the shipping delays and processing fees we charge on our end. As long as he is a *******/Daikin dealer he can file the warranty for you directly. 

Our office has been closed for the Hurricane hitting ******* where we are Headquartered. I will be sure ***** returns your call tomorrow 8/31 when we resume business.

 

Sincerely,

******** 

GM-Budget Heating

I placed an order for a downflow kit so I could install my new unit. They waited a week only to call me and ask for more money saying their vendor was charging them more and that my order was on hold until I paid. Seriously? They said they couldn't afford to "eat" the $20 more. They could care less about the week I just lost by depending on them. That is a first for me. I have never been called and asked for more money after placing an online order. Needless to say, I canceled the order. The only good thing I have to say about Budget is they did give a prompt refund.

Hi *****, Thank you for your purchase and we are truly sorry for your bad experience. We take full ownership in the phone call and the request for the additional $20 to ship. We sincerely apologize; we never make these type of calls unless we absolutely have to and our GM did try and make the situation right with you yesterday on 10/5 which you understandably declined. Unfortunately a perfect storm occurred on your order that i will explain below to give clarity but not justification as to the why there was a lack of communication and the reason for the call and $20 request. The communication lacked due to our corporate office being located in Florida and Hurricane Ian shutting down both Budgets and our vendors operations for most of last week. Once the vendor that we purchase this product from reopened we were informed that the part was not available and had to be transferred in at an additional cost, in addition to this our raw cost increased significantly as well from the manufacturer. We break even on orders all the time for customer satisfaction however we cannot take a significant loss on an order especially on items that have to be transferred in. The $20 requested was to cover inbound costs only, leaving us no profit on the order. When you understandably refused to pay, we promptly cancelled and refunded your order. Yesterday our GM reached out and offered for Budget at our expense to drive to another city to pickup this part, ship the part to you same day all for no additional $ due and you declined stating you were going to look elsewhere for the part. We completely understand this and regret the situation that unfolded. We hope you give us another chance in the future and we will make up for this bad experience. If for some reason you have difficulties locating the part our offer still stands.

If I could give a NO STAR review to this company I would. Do not buy from them. They change their damage policies as they go along. We lost all our money because we received a damaged unit. BHA would not help us, freight carrier would not help us either. The unit arrived with INTERNAL damage inside the unit that could not be seen when the package was inspected. The unit outer shrink wrap AND all packaging including cardboard was fully 100% clear of damage but the unit inside the carton was damaged all the way in to the coolant coils. They basically stole our money. RUN !!!!!!

Thank you for reaching out regarding your experience. As you were verbally informed at the time of placing your order all damages must be notated at the time of delivery or we have no leverage to force the freight carrier to issue a replacement. In addition we remind all customers of this policy on both the order confirmation as well as the shipping confirmation emails. At the time of your delivery the damage was not notated and was signed for free and clear. Budget Heating & Air assisted to the best of our ability and filled out all necessary paperwork for you to file a claim directly with the freight carrier. That being said, we were still willing to work with you and have spoken to you on several calls with you and your bank. On those calls you have been irate, yelled at our staff, talked over us the entire call and threatened to leave negative reviews wherever you can. As we continue to work towards a resolution we have requested pictures of the damaged unit on several occasions (most recently on 6/15 and 6/17) to assess the damage and see what solutions we are able to offer. Please submit the pictures to the email or phone number we provided you and your bank, without them we are unable to move forward. Phone number again is 813-906-5823 or email at ***************@gmail.com. Due to you involving your bank we are unwilling to have any further conversations with you without your bank on the line but we cannot do so until you send us the pictures requested so we can assess and provide some sort of solution.

Photos were supplied to Budget immediately. They claim they deleted them. We started looking only for parts to try to repair the unit but Budget refused to supply parts or shipping of them unless we paid for them. Budget did not provide us any support in filing the claim. We filed that alone. Our invoice said "insured" but freight carrier confirms Budget did not insure. All calls had with Budget were one sided. With them lying as they have also lied in this reply.

Budget Heating disagrees with your response and again is willing to help you even though the freight carrier denied your claim and you involved your credit card company with a formal chargeback and lost. Your claim that we didnt help you with the claim is categorically false. We sent an email to your email address on 4/11/22 at 1:59pm Eastern with all the prefilled claim packet for you to file your claim with the carrier. As explained in the email and our terms and conditions when a shipment is not notated at time of delivery the responsibilty to file with the carrier lies with the customer, however we helped as much as we could by providing the prefilled claim packet. BBB we are happy to forward this email to you upon request. To respond to your comment about deleted pictures you sent these to an employee's personal cell phone number months ago that have been deleted since then, which is why we request pictures to be sent via email in the first place which you originally refused to do and only wanted to send by text message. This employee violated procedure and gave you his cell phone number due to your persistance on text messaging but again it was a personal phone that we have no way of auditing for record retention. We have since provided you our General Managers email and another phone number to send the pictures to which you have denied and instead requested a FaceTime call; to which we refused as we prefer everything in writing at this point too so facts cant be misconstrued since the credit card company is involed. We did not refuse to offer parts but need pictures are requested many times so we can determine parts and costs.

We have filed an official complaint. We received no claim packet that I am aware of. The unit has clear fork lift damage. We don't own a fork lift. We are tired of you and your freight company both just refusing to be helpful. I think BBB will remove this thread while they investigate. You asked for an email with photos and you got days ago but have still done nothing. Respond in writing only from here on out.