Complaints

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:08/25/2022

  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.

  System Installed 10/2011 w/ 10 year full warranty. Issues throughout the warranty - most never resolved. Water damage to components of system. In Jan 2021 I had expressed to ***** that I would like him to get someone else involved to get system fixed before Warranty runs out and also I was worried these issues would cause premature failure of parts. More parts replaced rest of year - still issues remained. Warranty ran out 10/2021. This year had board fail. Board had been previously soaked and obviously corroded. Board replaced and was sent a bill for over $1000. I have emailed or called ***** the owner -or ****- the following times. 7-18-22 -emailed Probst -No response 7-25-22 -emailed Probst - replied back "I will when I get a chance" 7-27-22 - Reached out to **** on** - no reponse 8-3-22 - Emailed **** back asking for response 8-4-22 - Received email from **** with instruction to call **** **** (Technical Advisor in Missouri) 8-4-22 - Called and Left VM for **** **** - No repsonse 8-19-22 - Email **** about no responose from Greg 8-19-22 - Called **** Hotline - Told me to contact Warranty Dept. 8-19-22 - Called and Left VM for **** **** - No reponse 8-19-22 - emailed Probst - No response back 8-19-22 - emailed Probst again because got another bill with finance charge - no response 8-22-22 - Warranty dept called back - said to keep on to **** and try to get ***** to call me back 8-23-22 - called Probst and left VM - no reponse 8-23-22 - emailed Probst that I left VM - no reponse 8-23-22 - Called and Left VM for **** **** - No reponse Would like to get this bill worked out either with Probst or **** Warranty dept.

  Business Response

  Date: 09/16/2022

  We made the repair.  The unit is 11 years old and no longer under warranty.  We offered to send a tech out.  He had no complaints until he received an invoice in the mail.  If he is having a problem, we don't mind taking care of it.  He doesn't want to pay for a part that was replaced.

  Customer Answer

  Date: 09/21/2022

   

  After the business made the comment on here about me not wanting to pay I called and talked to the receptionist at the business and gave here ALL the details and notes I had on the whole problem.  I also told her that I had never said I didn't want to pay for a repair, only to get something worked out since these were bad during warranty.  After talking with her for 30 minutes on the phone she told me she herself would talk to ****** the owner who had been avoiding me.  About 15 minutes after I got off the phone with her I received a text message from ***** the owner saying my bill was now paid in full and then I have also received receipt in the mail stating bill paid in full and 0 balance now.

  While they initially did reply on here that I "just didn't want to pay the bill" - that was simply not true.  I don't want it noted on the complaint that I agree with what they said.  I had plenty of notes and messages offering to compromise on the bill.  In the end we got it worked out.  Thanks for your help on this.
  

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********** *****