ComplaintsforBruening Heating and A/C, LLC

• Initial Complaint

  11/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am still waiting on a receipt for the repair of my heater. They quoted me $1000 and ended up charging me $1300. They added charges without stating there was a cost for a service. Totally misrepresented themselves and told me they would mail my receipt to which its been 2 weeks and I have no receipt! I will NEVER recommend them nor use them again. They were deceitful and in my opinion, I should be refunded the $100 for cleaning the coils as they never indicated there would be a cost, just tacked it on. I need my receipt for any type of warranty on their services

  Business response

  11/28/2022

  To whom it may concern,

  
  

  We received your letter regarding the complaint from ***** ********. Before I address the customer's concerns I do want to inform you that your contact information is incorrect for us. ****** ******** is retired and our business name is Bruening Heating and A/C, LLC.

   

  Regarding the complaint from ***** ********:
  
  1. I have emailed and mailed multiple receipts to her per her request. ,

  2. When she initially called us, we explained our diagnostic charge ($89) and fuel surcharge ($4). We asked how she would be paying and she said she would pay by check.

  3. We diagnosed that her blower motor and wheel were bad on her furnace. We quoted her $1184 and told her we would have to order the part. She agreed to have this repair done.

  4. She also called and wanted us to state on our invoice that the damage was caused by the company that recently cleaned her ducts. She said she wanted them to pay for the damage. We could not say 100% that these issues were caused by them, but we told her we would send her a receipt and she could talk to them about it. She called multiple times wanting us to say that it was the other company's fault (we feel she was upset that we wouldn't put the repair on the other company.)
  5. We returned to her home when the parts came in and got the unit running by installing the blower motor and wheel. He then continued the check of the furnace since it was now running. At the return visit, our technician discussed with *****'s husband that the coil was also plugged and the filter was dirty. He was given the ok to change the filter and clean the coil. 
  6. Our policy at Bruenings is to give pricing up front. We do flat rate pricing so there are no surprises.

  7. Our technician collected at the time the work was done so we assumed everything was agreeable. Nothing further was said to our tech or office staff during the service visit. 

  8. Then, the next week, we receive a text from ***** stating that the other company reimbursed her $450 for the issue. However, she said that we "tacked on" $300 extra and we need to get that from the other company or void her charge. (We're not sure if she communicated with her husband because he had already paid us during our service visit.) We texted her back. She was texting lengthy texts and I felt it would be best to call her to resolve the problem. I called her and told her I'd like to discuss the issue. What I gather is that she assumed we would void the diagnostic fee if she did the repair. This was never stated to her. In fact, when I told her that was not the case, she yelled at me and hung up. I tried to call her back so we could discuss further and she never returned my call. She then went to ****** and wrote a bad review. She then contacted you with a complaint.

  9. I've attached screen shots of the texts that she sent. In the texts, she even implied that some of the misunderstanding may have been her husband's fault. 
  10. I feel that we were very upfront with our pricing and our services. I feel that once we told ***** we would not place 100% blame on the company that cleaned her ducts (because we couldn't be 100% certain) then she was out to reduce the price of our services.

  11. I have also attached text screen shots and invoices for your reference. 
  
  

  
  

  
  

  Let us know how we are doing!
  

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

  Thank you!

  ***** ***** 

*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. ↩