ComplaintsforBusby's Heating, Air Conditioning & Refrigeration

• Initial Complaint

  07/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The business failed to install their equipment properly and because of that, I have damage to my ceiling and floors.

  

  Business response

  07/19/2023

  Regarding Better Business Bureau Complaint filed by ****** *******
  According to our records, we have performed the following services regarding this customer’s concern.
  Regarding the HVAC system in question, it was installed by our offices for Ms. ****** **** on ******** *** ****. On that date, we installed a new Carrier HVAC system.
  On ******** *** ****, our office performed our Quality Assistance Check up following the installation and it was deemed to have passed and installed correctly.
  On ** *** ****, Ms. ****** ******* called our offices and indicated that she had purchased the home from our Ms. **** and stated that there was water damage to her ceiling. A message was taken and sent to our Service & Maintenance manager.
  On **** *** ****, Our Service Manager, Mr. **** ******* and Assistant Service Manager, ******* ***** visited the home and inspected the system. It was found to be installed properly but had a clogged drainline. The system needed to have the drainline cleared but Ms. ******* refused that service. At the time of the appointment, there was no condensation present in the drain pan itself. Mr. ******* then showed Ms. ******* what to look for and how she might attempt the clearing of the drainline as she was interested in doing the work herself.
  In conclusion, upon review of the Service Order Invoice from ******* ******* * ***, which was provided by Ms. *******, the service date for that invoice is dated as **** *** ****, which is twenty-six days after the appointment with our Service Manager and Assistant Service Manager. Additionally, the system is out of warranty and in our industry regular maintenance is essential to keep and HVAC system working properly, and these services were never requested by Ms. ******* or the previous owner. 

  Customer response

  07/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: I was not offered to have any pipes drained because I was told by Busby representatives that they did not do that kind of service. I later found out that no one lived in the house prior to me purchasing this home. So, how could the services be rendered by Busby. No one ran the system. Mr. ******* showed me the drainpipe that there was absolutely nothing to be removed out of the pipes. The system was installed improperly because as soon as Mr. ******* did service on the system, the water was able to drain properly the way it was intended to. I have not had any other issues with water leaking through the ceiling or any other place. 

  Be mindful that both gentlemen who came out to service the HVAC system at different times said the exact same thing without having knowledge of the other person. Busby is lying about the system being installed properly. Point blank. It is so very sad that people do not believe in having integrity. Just remember that the very thing that you sow will come back to you. The money that I had to pay out for the incompetence of a company that is supposed to professional and own up to the bad work that was done, will definitely come back to you. That is called the law of reciprocity. The least you can do is apologize for the damages done even if you don't come out of your pocket with a penny towards rectifying the issue. 

  I am not responsible for what happened before I purchased the home. 

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

  

  Business response

  08/01/2023

  Response to Complaint: ********
  In response to Ms. *******’ complaint, we deeply regret that Ms. ******* feels we are “lying about the system being installed improperly.”  We have always operated our business on the highest ethical standards and when at fault, take the proper steps necessary to correct the situation. Based on the following, we feel that Busby’s is not at fault:
  For background information, the system in question was installed on ******** *** ****.
  The home was purchased by a local realtor and resold to Ms. *******. Thus, the home has been bought and sold twice since the HVAC system was installed. Generally, home inspections are completed as a part of the due diligence process. If the system was not installed correctly, wouldn’t this have been discovered during this process?
  The system was inspected for correct installation on 12/27/21 by our Quality Assurance technician following the installation and discovered no issues.
  Upon Ms. *******’ call to our office on ******* our Service Manager and Assistant Service Manager both checked the system for proper installation and found the drain line to be clogged, offered to Ms. ******* to perform the service and were told that she did not want to spend the money. It was then explained to Ms. ******* how she could clean out the line herself using vinegar and warm soapy water. At that time, Ms. ******* did not mention any damage to her ceiling or floors, only some staining on the ceiling in the garage.  
  The invoice she submitted is dated **** *** ****, and does not state that the system was installed improperly nor were any pictures submitted that illustrate how the system was improperly installed. In a conversation with Mr. ******* and our General Manager on **** *** ****, he stated that system “looked as if someone had tried to steal it.”
  
  In summary, as stated earlier in this response, our business has been built on the principles of honesty and integrity and we will always correct issues when we are at fault. But, in this instance we do not feel that it has been proven that we were at fault or negligent in our installation. 

  Customer response

  08/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: Thank you for your apology. However, I still stand by my earlier statement that the system was NOT installed properly. 

  Thanks to the "real" heating and air guy, Mr. *******, my air is working properly after having connected the drainpipes so that they drain properly like they should have done from the very beginning (or turning the system so that the water could reach the exit point). It doesn't matter how long someone has been in business; they can still do shady work and call it "ethical". 

  Yes, I had an inspection done on the house. The government would not have it any other way. In the future, I will make my choices more carefully as to whom I get to do work for me. I will not make the mistake of getting someone who has a title but no experience again.

  I really do not need a response. Thank you. 

  
  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. ↩