Complaints

This profile includes complaints for Besco Air, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Besco Air, Inc.

  5850 N Northwest Hwy Chicago, IL 60631-2641

  
• 

  Besco Air, Inc.

  105 Revere Dr Ste 1 Northbrook, IL 60062-1594

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been in contract with Beacon to maintain our air-conditioning unit since we moved into the house in December of 2022. On 6/24/2023, the control panel went out on the unit and it was replaced for $782. The unit had been functional until we returned from a trip on 7/7/2024. At that time, the unit would not turn on. A service person returned on 7/8. It was discovered the same control board was not functioning again and would need to be replaced. They said eventually the unit would need to be replaced because it is 12 years old, but it would be worth replacing the board. Since it was close to the 1 year warranty box the board, they agreed to replace the board under warranty. The cost of the repair cost us $540. On 7/12, the unit stopped working again. At this point, they recommended we have an agent come give us an estimate to replace the whole unit. They offered to give a refund on the repair of $540, but only if we agreed to have them replace the unit. We had multiple estimates, and decided to go with another company that offered to replace the unit for $8000 less than Besco's offer. I called their service department on 7/22 and asked if they would honor the refund since the repair only lasted a few days. They told me they would not honor the refund. I do not see a clear reason why they are not standing behind their repair and would appreciate a refund.

  

  Business Response

  Date: 07/23/2024

  We have worked with ****************** SINCE 2021.

  It has been a pleasure to have him as a customer for all these years, with that being said.

  I have submitted our last 4 invoices for ******************.

  #******** was a return with recommended parts recommended on a maintenance visit that started his issues with the system, on this visit we informed customer of condition and age of unit and recommended replacement.

  He opted for the repair. ($334.70)

  #******** was a no AC call 2 months later. We then also recommended replacement. he then opted for repairs ($119 service charge)

  #******** was done in for repairs of a control board which he opted to replace instead of replace( We recommended replacement instead of replace.) We also gave him a break on replacement of control by replacing under warranty, we only charged labor to replace.( unit was not under warranty).

  #******** was an estimate for replacement of AC after unit broke down again 3 days later. He then opted to replace with a different company to bid being cheaper then our qoute.

  We offered to deduct charged amount of control board if he replaced equipment with us since he has been a customer since 2021.

  We believe we were very fair with him considering he did not take our recommendations to replace before performing all repairs on his equipment, so we denied his request for a full refund of services performed on #********.

   

   

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 22026947
  
  I am rejecting this response because:

  We have always tried to be good customers and have listened carefully to recommendations and have tried to balance repairing which can be a much more cost effective solution vs replacing a whole system which is very expensive and difficult to do during the middle of the summer with three young children in our house.  Besco did advise the unit would likely need to be replaced in the future, but it was obvious to them the control board was not functioning and they advised we repair it.   I am replacing the whole unit now and if the only good option was the replace and that time I would have done it.   I was honestly  under the impression  this expensive repair would last at least another year as it did last year.   They did not give any indication that the repair would likely only last for a few days.  We would not paid an extra $550 if we thought it would not last at least as long as we could get an estimate and have the unit replaced in a more controlled manor.  I truly do not find it fair for a company to stand behind a repair that only lasted a few days.  The money is not the issue.   It is the principal.  I think this is taking advantage of the customer that has no power in these types of situations.  If they truly appreciated me as a good customer and I have only been fair with them, I think this gesture makes sense.  I would still appreciate a refund for work that I think anyone in their right mind would see this as fair.

  I would appreciate a response either way as to why the refund is not being refunded for work that only lasted a few days. 

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

  

  Business Response

  Date: 07/23/2024

  Sorry that you reject the response, but it was YOUR DECISION to go with a replacement from another company.  If you had called Besco, we WOULD have fixed the issue but you did not.  And now that YOU have decided to go with another company to replace the unit and want your money back on repair work.  If you take your car in to get it fixed and spend money on the repair, but an issue still exists and then YOU decide to get a new car - do you go back to the mechanic that fixed your car and demand your money back? NO...you ask the mechanic to correct the repair.  YOU decided to get a new system instead of letting our company fix the situation and are now asking for your money back. We are an extremely reputable company with a 4.9 / 5.0 rating and high integrity.  You did not allow our company to fix the situation, but rather purchased a new system and now want compensatory restitution. 

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 22026947
  
  I am rejecting this response.

   

  Complaint: 22026947

  I am rejecting this response.

  I think your response to this situation speaks volumes for how you want to treat a customer that is requesting you to stand behind your work. Previous reviews have no impact on present performance. Just because you have had positive reviews does not mean you are doing the right thing in this situation.  

  I certainly gave Besco a chance to fix the situation. We were never offered a repair person from your company to remedy the problem and it was never suggested or offered. We called and let you know our system failed. Instead of a call from a service person, we had a call from the sales department. We had an Besco employee evaluate the system and we were only offered a replacement. If Besco offered to stand behind their work and repair the system, I would have gladly accepted.  

  Even in your previous response, you said we should replace the syatem so I do not understand you reprimanding me. I would have liked to use Besco to replace the system, but the quote was $8,000 higher than the company we chose to use. I am not going to spend $8000 extra on the exact same equipment that is being installed by the other company. Yes, you offered to give back the $550 only if I bought a system with you. Why would I spend an extra $8000 just to get my refund? Should the refund not be given out of principal? Not based on who I chose to do business with?

  I think it is good business to stand behind your work and these responses tell me that is not a priority. I truly believe if a mechanic did a repair that lasted 3 days, they would give a refund.  I think that is not only good customer service, but the right thing to do.  This has nothing to do with buying a new car or a new system. It is about standing behind your work.  

  I still think a refund is fair and I believe I have laid out my case well.   Yes, I think compensation for hard earned money going to a repair that does not work is warranted.  

  Sincerely,

   

  ***************************
  
  
  

  

  Business Response

  Date: 08/09/2024

  I feel as though this issue is simply not going to be resolved and that this particular customer is not being reasonable. It was noted very distinctly mind you, that the system was in very bad shape and we had STRONGLY recommended to replace the equipment as there was absolutely no way of guaranteeing how long any repairs would last. The customer opted to attempt repair and unfortunately it did not hold up. This is an instance where our professional advice was not taken and this in no way should result in Besco Air having to refund a customer for making a decision against our best advice. 

  As it relates to another company being $8,000 cheaper than us, this is not relevant whatsoever in this instance. There are always going to be smaller outfits that can undercut operations like ours. There are also companies that will change their prices (raise or lower) depending on the season. We are not one of these companies as our prices remain the same no matter the outdoor temperature or season. At this point the bottom line is that work was performed at the customer's request and AGAINST our professional advice and it did not end up lasting. The system needed to be replaced, it was replaced (by another contractor) and there is no refund warranted as there was nothing at all done wrong or negligent by Besco Air. 

  We feel that this matter has gone in circles now and at this point feel like both parties simply continue to repeat themselves. There is no refund for a service provided that we strongly recommended NOT to do. Had this customer gone forward with an installation through our company, there is more wiggle room. With that said, this was not the case and as such, we have been paid for work performed. That is all we can say as it relates to this issue. 

  Customer Answer

  Date: 08/10/2024

   
  Complaint: 22026947
  
  I am rejecting this response because:

  If I thought the repair would not work, I would not have done it.  

  Besco assessed the unit only a few months earlier and said it was in "fair condition.". Please see invoice #********.  That representative said he thought the unit would last as long as we continued to service regularly.  He requested we put an extra hole in our ceiling so it could be serviced more easily. 

  If the company told us to replace it and not try to fix, we would have done it.  I would have no problem with it. That was not told to us.  We were told it was a bad control board and fixing it would fix the problem.  Trying to put this on me for not yielding your advice is not accurate.  

  I would like this to be an accurate representation of what actually happened. 

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

• Initial Complaint

  Date:03/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 7, 2022, a Besco rep visited to discuss a proposal to replace a gas hot water heat system with a ********** air source heat pump to provide heating and cooling at our 2-flat. We received a proposal on October 10. After two follow-up visits, we received and accepted a second proposal on October 18. There were many service and communication problems that Besco acknowledged with a $500 discount. The system was ready to use by November 29. Invoice ******** (1st floor/basement) - $28,314; invoice ******** (2nd floor) $22,731.This system does not adequately heat the building, as we explained to the Besco rep in the presence of our tenants when he visited on December 9. We also expressed concern about excessive electric bills. He said the solution was to balance the freon in the system and said he would send a technician. This never happened. After further complaints, a second rep visited on December 19 and showed us a different way to direct the air flow on one of the units.We have documented that the system never provided adequate heat even as a supplement with the furnace running at 62 degrees, and it is far more expensive to operate than the gas furnace. We ran the system in a range of weather from November 29 to December 28. We are still running one unit in the unheated basement, where it has never raised the temperature above 62 degrees no matter how it is set.After advocacy from *********************** we received an offer from ********** and Besco to provide additional equipment in one apartment, but this does not resolve the issue, since we must provide heat to our tenants. We are ultimately seeking a full refund, but in the short term we would like evidence that best practices were used in October as a Diamond Certified installer to do a proper load analysis and design a system to provide adequate heat and cooling in our building. Besco claims it was our responsibility to design the system.

  

  Business Response

  Date: 03/16/2023

  Besco installed two ********** mini split systems at a 2-flat building in November and December of 2022. The units were and are working as designed. The customer is suggesting that the Heat Pump units are not producing adequate heat to the living space.  We had told the customers that a heat pump would not be a single source solution and a second source solution would be required. The customer suggested how they wanted the units arranged within the rooms of the house. The customer insisted on the location of units despite the suggested locations given by Besco Air to ensure adequate heating and cooling.Once installed, we did try to redirect the airflow of the indoor units to attempt to make the units more effective by essentially maneuvering the baffles to move conditioned air towards cooler areas of the house. Once that was deemed unsatisfactory, the customer called out someone from the ********************** and Besco called out a ********** expert to look over the installation.  The ********** expert was quick to point out that since each unit reads temperature at the unit near the ceiling, as opposed to a thermostat, that it would cause the unit to turn off prematurely and the temperature near the floor could be cooler. While on site, the ********** representative did assess the units and proved that the units did reach 70 degrees adequately within a short period of time. He also pointed out that rooms without indoor units would NOT receive adequate heat or cooling with the way the units were laid out (per customers layout) and would require additional units.
  The customer suggests in his complaint, [and I quote] we received an offer from ********** and Besco to provide additional equipment in one apartment, but this does not resolve the issue, since we must provide heat to our tenants.  Besco and **********, even though they did not feel responsible, did offer FREE equipment and FREE labor for BOTH apartments to rectify the situation.  This FREE resolution would provide adequate heat to all areas and Besco would most likely lose money on this job to fix their problem. We have documented emails suggesting FREE equipment and labor to fix these issues (including the basement), but the customer decided to reject the offer and complain to the BBB. Again, this system was designed to cool and heat with a secondary heating source. Not sure there is ANY other company in the Chicagoland area willing to take a loss and give away equipment and labor to make it right, but that is exactly what Besco Air and ********** did in this case. The customer not only rejected the offer, but complained.

  Customer Answer

  Date: 03/22/2023

  Complaint: 19540260
  
  I am rejecting this response because:

  We dispute that Besco ever stated that the Heat Pump system could not be used as a main source of heating and cooling. ********** marketing and many consumer reports state that it can be used to replace a gas furnace, and there are federal subsidies to encourage consumers to do so. It is not reasonable to suggest that someone would invest $51k in a system that they were told in advance would not provide adequate heating and cooling. It was deceptive to provide a proposal that states the system would heat to -5F if they believed it could not be used as a main source of heat.
  
  We dispute that Besco ever informed us of a better layout for the system. We did express a preferred location for one of the units, but we were never warned of any ramifications.The Besco rep who reported on this conversation is the same person who deceived us on December 9 by stating the system would work after the freon was balanced (as stated in our original complaint). Also in our original complaint, we asked for evidence that Besco did a professional load analysis or any technical calculations to assure the system would work. Other design errors were implicitly acknowledged by ********** offering free equipment to correct them: the unit in the living/dining area is too small, and the outdoor condenser is inadequate for the basement. We were never consulted on these technical specifications, which is appropriate, because the end user is not responsible for designing these complex systems.
  
  On January 19, a ********** representative did show that if the unit was raised to 75F, it would raise the temperature immediately in front of the unit. He did not demonstrate that the unit could maintain a temperature of 68F in the rooms where they are located. We have documentation from December that it does not, even when used as a supplement to the gas furnace holding the temperature to 62F. As stated in our original complaint, the one unit we are still running in the basement with no radiators does not raise the temperature above 62F when set at 68F.
  
  Having spent $51k to heat and cool the entire building, the solution proposed on February 20 is not adequate because it did not cover both apartments. We declined this offer on February 24 and made a very reasonable counteroffer of a 50% refund. Besco declined the counteroffer on February 28. We are mystified why Besco is now saying they offered to correct both apartments. Per their email: "So our plan is ********** and Besco will [at no charge] come out and install two new heads - one in the back room and one in the front room on the first floor. We will install the one larger head in the dining room, relocating it to the back wall. We will then install a new outdoor condenser for the basement unit. This will resolve the airflow issues that you are having." However, this is not a FREE solution; electric work and repair of walls would be our responsibility.

  In any case, given the extensive communication and service problems of the original installation, we are no longer interested in doing business with Besco and repeat our request for a refund.

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