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Complaint Details
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Initial Complaint
06/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I had this company fix my broken space pack AC unit in late summer 2022, the unit was barely used that summer and was used fully in summer of 2023. In May this year I tried to turn it on and it wasnt working, so I called them to check on the unit that ONLY they had worked on. The came and claimed that the outside panel was broken ( it seemed to just be missing screws , 7 of them but they also claimed that it was mostly vandalism, apparently the vandals were looking for copper: per their story) they proceeded to tell me that the piece that needed replacement was not cover by the warranty. And gave me a quote to fix it for over $4000. I was livid and called and asked for return calls from the person that I dealt with due the original process in 2022: ****, but he never returned my calls, only replied to an email several weeks later. I wanted to figure out and understand why it wasnt covered by the warranty, the answer was simply: its not!! So I called a local company, they looked at it and told us the they would call the manufacturer of BOSCH products to request a warranty coverage, and they did!! But because I was a new customer and they were fixing someone elses problem I incurred a charge of just under $1000. The new company who ended up fixing it told me it didnt look like vandalism, and that the vandals looking for copper didnt make sense since copper is only used on the exterior pipes, and those were intact. I also found out that this company it not a BOSCH official provider. So they just pointed fingers somewhere else ( vandals) instead of taking accountability for their actions and fix it under the warranty. They are dishonest and tried to get me for a service that was obviously covered under the warranty. So it was unprofessional, uncomfortable in my house with the hot days we had in late May in ******* ( something that couldve been fixed within 2 weeks took actually about 6 weeks, I had to send my kids to their dads for comfort)
Business response
07/29/2024
***,We apologize for the way we handled your entire situation, from technician to office. The delay in responding was due to making the time to sit down with all involved to determine fault, and how we will conduct business going forward. We are implementing changes with quality control immediately. When a business owner is run thin, errors happen. For the record we are an official provider of Bosch, however, we did not meet our purchasing threshold for being listed on the dealer locator. We fully accept responsibility and will pay $972.***********************************Customer response
07/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Its sad I had to get a third party involved to get you to reply to my emails and calls, at the end, thank you for finding a solution.
I would like to know when would I get the reimbursement check.
Sincerely,
***************Initial Complaint
07/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In June of 2021, I contracted L&H Services to install a new air conditioning system at the cost of $4,200. The company ultimately sent a technician (*****************) who admitted to me that he only had 9 months of HV** experience to perform the install. **** spent almost 20 total hours completing the work. Over the next few months, the system experienced numerous issues such as leaking from multiple places, not cooling adequately, and being excessively loud. The business sent out a technician twice during the rest of summer 2021 to diagnose/repair the system, but all of the problems continued. At the beginning of summer 2022 I paid $125 to another Rheem certified contactor, Tech One HV**, to inspect the system. They informed me that the system had been installed with contaminated refrigerant and was overall installed very poorly. Tech One explained that running the system on contaminated refrigerant for long periods of time could have caused damaged, and they handed me a $1200 proposal to address just the refrigerant problem. I again called L&H Services, who came out on May 20 2022 and spent 3 hours trying to diagnose the system. L&H ultimately failed to be able to explain why exactly the system was having problems but admitted something was wrong. After some back and forth, the company agreed to replace the system under warranty. 6 weeks later on June 30 2022, L&H arrived to replace the ** system. Owner *************************** performed part of the work along with technician *************************. On July 3 2022, I noticed more water on my basement floor from the ** system. Technician ***** returned on July 5 2022 and replaced the drain line for a third time. Later that night I noticed the drain line leaking again from a different place onto the top of my furnace. I even found plastic/metal debris throughout my entire furnace as a result of their efforts. At this point we decided to protect ourselves and no longer allow L&H to perform more work.Business response
09/08/2022
See attachmentsCustomer response
09/08/2022
Complaint: 17566243
I am rejecting this response because:- The installation of the original air conditioner took place over two 10 hour days. I would be happy to provide my security camera footage proving that.- ***************** stated to me that he had just gotten into the **** industry 9 months prior, after leaving his old job at Best Buy. His quality of work clearly demonstrated a complete lack of experience and training.- For *************************** to try and blame Tech One **** for the countless mistakes of his own company is extremely unprofessional and immature. If it wasn't for Tech One ****, I would never have known the full extent of all of the various issues. I am extremely thankful for their honest assessment. L&H Services had multiple chances to determine their mistakes which they didn't, leaving me no choice but to contact another **** contractor.- Despite the constant issues ranging from various leaks to contaminated refrigerant, *************************** continues to deflect responsibility. These issues were not to due failed materials, but complete professional negligence over the course of a full year.- To refer to all of their mistakes as "minor issues" shows the extent of their denial.- *************************** agreed to replace my system because he knew he was responsible.- *************************** replaced my system because he was afraid of a lawsuit involving the mountain of evidence against him, not because I would "make his life miserable".- After the 5th service visit in 12 months, their installation continued to leak on my furnace/floor and they left the inside of my furnace covered with metal and plastic debris. There is no telling how that will affect the performance and longevity of my system.- L&H Services continuously demonstrated they were incapable of properly installing a standard air conditioning system. I could not even rely on them to clean up after themselves.- L&H Services left me with absolutely no choice but to refuse them any additional chances at correcting their mistakes as they were only creating further issues in the process.- As a direct result of L&H services negligence, I had to pay $125 for the diagnoses from Tech One **** and another $125 to clean my furnace after it was left covered in debris. I am pursuing this compensation.
Sincerely,
***************Customer response
10/06/2022
Complaint: 17566243
I am rejecting this response because: L&H Services copy and pasted the exact same message from their response on 9/8/2022. This proves that ******************* (owner of L&H Services) has no defense and nothing to say. "Response" rejected.
Sincerely,
***************
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.