ComplaintsforBedford Mechanical, Inc.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 1st 2022 I contacted Bedford Mechanical for the first time on suggestion of my aunt because my AC had stopped working.Being a holiday weekend, they couldn't come till Tuesday the 5th. Multiple technicians had to come out to try to fix my AC but in the end I needed a new HVAC system. Everytime they managed to get it up and running, it would stop, either the same day or the next. The longest they were able to get it to work was for maybe a week and that's when I paid them. We had horrible heat waves this summer and it was unbearable to live in my 8th floor apt so I had to get the cats and move out to my mother's for weeks. Cats don't move well.Everything was just horrible.New HVAC was installed on September 1st. Then winter came and I have no heat. Bedford Mechanical came out and had to reorder a new unit "because the manufacturer sent the wrong one" or something like that. Why couldn't they realize it in the summer?But what do I know. I wasn't charged for this job (Why would I be? Not my fault it was a wrong unit). In the summer the manager ******************* demonstrated exceptional customer service, seemed to understand how frustrating everything was and didn't charge me every time a technician came to "fix" the AC(why would he if they couldn't actually fix it?). My total bill was still almost $10000. Whether he made money off of me or not, that is still a lot of money for a 1 income household and interests on the loan are ridiculous. He said I was entitled to a $2500 MassSave rebate but he had to submit the paperwork(asked him if I could).Sent emails on 10/20 and 10/27 and text messages on 11/22 and 12/6 asking about status of rebate and only once he answered asking for my National Grid account number. Never provided a status till 12/12 when he said the rebate had been submitted. ******** confirmed yesterday,January 5th 2023, that the rebate HAS NOT been submitted and has to be done by February or it will be too late.It is infuriating to be lied to and ignored.

  Business response

  01/06/2023

  Hello,   As a response to ********************* complaint. ***************** called us to come take a look at a **** unit that she was having an issue with. This was installed by another contractor years prior, she stated to us that she has always had issues and it never worked correctly. we sent out a service technician to her residence to evaluate the system and repair any issues. ***************** stated that she did not have a lot of money and wanted to repair this for as little as possible. we made a few small repairs but it did not help. we returned several times to try and help the best we could. we finally had to come to the decision that the **** unit needed to be replaced due to such a poor install by the previous contractor. We then installed a new unit for ***************** at a extreme discounted rate to help with the struggles and aggravation. we went above and beyond to help ***************** every time she called. she is a very difficult and emotional person to deal with despite all our help and generosity it was never enough. This new **** unit does qualify for a rebate from Mass save which is a third party company this has nothing to do with Bedford mechanical. she has everthing she needs to be able to submit for the rebate from Mass save. The rebate does not Come from us.

      Thank You, ********************;

  Customer response

  01/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Amazing how men are quick to call women emotional and difficult to deal with when they don't know what else to say. Just shows how rude and out of line you are.
  I have been appreciative and patient. Referred you to anyone in the condo and raved about your customer service and prices.
  The problem and this complaint filed was not how long it took to finally get a working unit (even though I would have appreciated you telling me it couldn't be fixed and needed a new one from the get-go, not after 2 months) but how long it took you to submit the rebate and then ignore me and lie about it. I even asked you if I could submit it myself.
  Don't speak about my financial situation when you know nothing about it. I paid everything and on time every time, don't act as if you've done me a favor.
  It shouldn't have come to this but seemed like the only possible way to get your attention and finally a response. 
        
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

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