Complaints

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• Initial Complaint

  Date:02/11/2023

  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.

  On 2/2/23 Accurate Baker Elman came to repair a nonworking furnace unit. The problem was diagnosed as the capacitor and it was also recommended to replace the control board (which was working fine) since they "are notorious for failing." Serviceman pressured me to buy a maintenance plan for $1500 along w/ replacing the ******************* for my 4 other fully functional furnace units (at $2,596.00). because "5MFDs and internal windings getting notoriously worn." I declined and told him to just fix the one unit. As a result of the serviceman showing up an hour late, I had to leave for work. I paid him $789.97, and left him alone to finish. He was to send a completed invoice later. When I returned home, the thermostat registered 69 degrees (instead of 66 when it wasn't working). I figured it needed time to warm up -- which it never did. Exactly 48 hours later, the unit again stopped working completely. Early Monday, 2/6, I left a message. My call was never returned until I called again Wednesday, 2/8. Accurate scheduled a serviceman for the following day. During the Feb 9 service call, I was told that this time, it was the motor that failed; it would be "expensive" to fix (about $1000+). The $787 condenser and control board I had JUST paid to replace days ago, was not refundable because he already told me "they were notorious for failing." My effort to resolve the issue directly (refund the $787 and apply it to the newly diagnosed motor replacement) was met with their insistence that the original repair was "at my own risk". I have since had a different heating company come to assess the problem and was informed me that neither the capacitor nor the control board were ever the issue. Although I initialed the original [attached] receipt, the lengthy"description of work" was not included at the time until I was emailed the receipt later. I would like a full refund for $787 to pay to a different company to repair the furnace.

  

  Business Response

  Date: 02/14/2023

  
  
  February 14, 2023
  
  Better Business Bureau
  re:  Complaint # ********, filed on 2/11/2023 by ***************************
  RESPONSE from ACCURATE BAKER ELMAN:
  
  On 2/2/23 Accurate Baker Elman came to repair a nonworking furnace unit. The problem was diagnosed as the capacitor and it was also recommended to replace the control board (which was working fine) since they "are notorious for failing."
  Thursday, February 8th:  Technician arrived for NO HEAT zone at customers home.  He replaced capacitor,and provided pro-active estimate to replace her control boards on furnaces in the home as an option, as they are known to fail.  She signed and  accepted estimate to replace only control board on that 1) zones furnace.  Customer was informed that she should be aware that the motor may need to be replaced, as well. 
  Serviceman pressured me to buy a maintenance plan for $1500 along w/ replacing the capacitors & boards for my 4 other fully functional furnace units (at $2,596.00). because "5MFDs and internal windings getting notoriously worn." I declined and told him to just fix the one unit.
  Technicians always give the customer the option to buy our MEMBERSHIP PLAN, which provides them discounts on service calls and maintenances on their HVAC system or systems.  This customer already purchased and HAS an active membership plan for her **************** systems, but not her furnaces.  It was especially recommended to her that day,since we have never done maintenances on her furnaces in the home. The technician provided the estimate to replace 4 additional control boards that are known to fail, as a pro-active option, not as a fix to her current heating issue that he was there to address. She declined that along with Membership for her furnaces and maintenances on same.
   As a result of the serviceman showing up an hour late, I had to leave for work.
  Our scheduled appointment time was for arrival between 12pm and 2pm.  The technician inadvertently punched in the wrong address to his GPS,and as a result, arrived at 1:42 pm instead of an hour earlier, which he had told customer when he called to say he was on his way.   He was still well within the 2-hour arrival time, but obviously, later than he had told her.  It was unfortunate, but an honest mistake on his part. 
   I paid him $789.97,and left him alone to finish. He was to send a completed invoice later. When I returned home, the thermostat registered 69 degrees (instead of 66 when it wasn't working). I figured it needed time to warm up -- which it never did.Exactly 48 hours later, the unit again stopped working completely. Early Monday, 2/6, I left a message. My call was never returned until I called again Wednesday, 2/8. Accurate scheduled a serviceman for the following day.
  Sunday, 2/5/23 Customer left voicemail at 10:53 am stating the heat went out the night prior, and had no heat once again.  She stated it wasnt an emergency, but would like someone out the following day, Monday 2/6/23.  ********** called her on 2/6/23 at 9:56 am to schedule service ASAP.  Customer did not call back until Wednesday, 2/8 at 9:44 am stating she had not received a call back. 
  We record all incoming and outgoing calls, and she was indeed called back as stated above.
  
  During the Feb 9 service call, I was told that this time, it was the motor that failed; it would be "expensive" to fix (about $1000+). The $787 condenser and control board I had JUST paid to replace days ago, was not refundable because he already told me "they were notorious for failing."
  See attached invoice from original 2/2/23 service call:  It clearly states Blower was not over amping and was not getting hot anymore. Informed customer although the blower motor is now operational, to keep an eye on it and let us know If they have any issues as that motor may need to be replaced due to the wear (sp)the windings have gone through
  My effort to resolve the issue directly (refund the $787 and apply it to the newly diagnosed motor replacement) was met with their insistence that the original repair was "at my own risk". I have since had a different heating company come to assess the problem and was informed me that neither the capacitor nor the control board were ever the issue.
  The capacitor was replaced on 2/2/23:  Upon arrival of the furnace it felt warm/hot in the blower compartment. Found system idle with a 4 blink limit code. Spun blower by hand and felt some resistance. Checked *****************************. Replaced and let ********** down. When cool, resistance went away and motor spun freely. Installed new capacitor and tested system in heat. System fired off and blower kicked on.  Any follow up done by a different technician/company would not have been able to have been diagnosed as a faulty capacitor, as it had already been replaced by us on 2/2/23. As stated before,the control board was NOT failing as of the 2/2/23 service call the customer was provided with a pro-active estimate to replace IF she chose.  She accepted and signed that estimate and the part was replaced as per her acceptance of the estimate, that day.
   Although I initialed the original [attached] receipt, the lengthy"description of work" was not included at the time until I was emailed the receipt later.
  The customer left the house prior to ************** finishing the work, therefore any written summary was, indeed emailed when the technician completed the job, to the email address on file,on 2/2/23 at 3:55 pm, and the customer opened it immediately, at 3:55 pm. 
  The technician did explain the issues with her prior to her leaving, and she was aware what the charges would be as she provided and authorized her credit card to be charged at 2:24 pm for that amount, prior to her leaving. Those charges she authorized payment for were our dispatch fee, the replacement capacitor and the accepted estimate for 1) control board replacement.
  I would like a full refund for $787 to pay to a different company to repair the furnace.
  We will not be refunding the customer, as both the capacitor and control board were replaced with her authorization.  ********** which failed after the initial service call, was something directly relayed to her verbally and in our invoice on 2/2/23, as something that could  fail AT ANY TIME. 

  Customer Answer

  Date: 02/15/2023

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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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