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:05/23/2025

  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.

  I had a hot water tank and furnace installed by this business three years ago. Ever since they installed the hot water tank they have had to come out and install the same part six times since I have had it. I was told the last time if they had to install the same part they would overhaul the tank. I also was told that this particular hot water tank has issue with the same part. This particular time they charged me even though this part was under warranty. I want them to overhaul the hot water tank, give me a refund for something that is under warranty, or give me new hot water tank.

  Business Response

  Date: 05/28/2025

  We appreciate the opportunity to address the concerns raised by **********. We're very sorry to hear about the frustration experienced with the repeated service needs related to your water heater.
  

  To clarify, your most recent service visit was billed only for labor, as the manufacturer warranty covers the part (in this case, the vapor sensor), but not the labor required to install it. As a courtesy, we provide a 1-year labor warranty on all installations. However, because your system was installed in 2020, that labor warranty has since expired.
  

  That said, all prior service visits related to your water heater were provided at no cost to you, as you were still covered under both the manufacturer's parts warranty and the 1-year labor warranty offered by our company at the time.
  

  The charges you incurred on the most recent visit on 5/23/2025 were:
  - $138 labor to install the manufacturer-covered part
  - $99 dispatch fee
  

  We want to note that the manufacturer determines what is and isnt covered, and unfortunately, we are not authorized to modify or extend those terms. While we do understand the frustration of a recurring part issue,we have no record or documentation indicating that we committed to overhauling or replacing the tank and doing so would conflict with the manufacturers own warranty and recommendation process.
  

  That said, we absolutely value you as a customer and want to help however we can. If the same issue occurs again within 30 days of your most recent service, we will gladly waive the dispatch fee for a follow-up visit to re-evaluate the situation.
  

  Please feel free to contact our office directly if you need further assistance or if the issue persists. Were here to help.
  

  Sincerely,
  Budget Heating, Cooling & Plumbing

  
  

• Initial Complaint

  Date:03/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This complaint seeks to resolve a consumer dispute involving improper installation for a heating and cooling PTAC unit. Purchased Amana PTAC Unit M# PBE123G35CC in July 2023 for $3,296.23 By August 2023, the unit began to malfunction. Tenant reported that Budget did not use the proper grill and sleeve, compromising the compressor. Budget reset the unit, but the problem persisted. Tenant was left without proper AC. In September 2023, Budget admitted it installed the wrong size unit and ordered a new one. Budget responded in October for a return appointment. At this time, cooler weather is setting in. Budget said it patched a hole around the system, but that fix was inadequate. The system was later removed, with damage to the kick plate, louver and front plate. A new unit from another company had to be purchased. I am asking for a refund for the unit and compensation to cover the damage to the kick plate, louver and front plate. This totals $4,876.23. Budget was given over a month to respond to this request and even longer to address installation concerns.

  Business Response

  Date: 03/07/2025

  Dear ******* ******, 
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the delays and frustration this situation has caused both you and your tenant. Our goal has always been to provide quality service, and we regret that this experience did not meet those expectations. 
  
  We want to acknowledge that your prior communication regarding this issue was with Matessa, who is no longer with our company as of early February. Unfortunately, the details of this unresolved matter were not properly relayed to our team before her departure. Once we became aware of the situation through this BBB complaint, we reached out to you directly to discuss a resolution. 
  
  Following our communication, we are moving forward with your requested resolution. To fully resolve this matter, we are issuing a check for the full requested amount of $4,876.23. The check will be sent by certified mail to the address you provided. 
  
  As per your request, we will provide you with the tracking number as soon as the check has been mailed. Once the check is received and deposited, we appreciate your willingness to take the necessary steps to close both the BBB complaint and the attorney general complaint. 
  
  Again, we sincerely appreciate your patience and cooperation in resolving this matter. Please feel free to reach out if you have any further questions or concerns. 

  Customer Answer

  Date: 03/16/2025

  Hello- 

  Thank you for working on this case. The business has made a good faith effort to resolve the issue and has sent a check via certified mail. However, I have not yet received it, which is why I did not close the complaint within seven days. It appears the mail has never left ********* and is stuck in a **** distribution center. I would like to continue monitoring this until the money is received. Thank you. 

  Customer Answer

  Date: 03/25/2025

  Hello- this message is to officially close my complaint in case 74592066F9727. 
  

  As of March 25, Budget Heating & Cooling has fully refunded the money for the **** unit and damage. 
  

  Thank you for your help facilitating an agreeable end to this complaint. 

• Initial Complaint

  Date:09/03/2024

  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.

  I had Budget Heating and Cooling to service two of my properties for furnace cleaning in October/November 2023 While at both locations the tech's asked about a service they would provide to flush the water heater for $54. They never set up an appointment to come and perform task and I have called several times asking for my money back. They kept telling me they had to talk with management to get my money back.Have not received a call back or my money.

  Business Response

  Date: 09/05/2024

  Dear *******, 
  
  Thank you for bringing this to our attention. We sincerely apologize for the inconvenience and frustration this situation has caused you. It is important to us that our customers are satisfied with the ******************** we provide, and we regret that we have fallen short in this instance. 
  
  We want to make this right for you. As of this time, our Office Manager has reached out to you and has submitted your refund request for $108. We hope this resolves the issue and meets your expectations.
  
  Once again, we apologize for the inconvenience and appreciate your patience as we work to resolve this matter to your satisfaction. 
  
  Thank you for your understanding. 

• Initial Complaint

  Date:08/30/2024

  Type:Billing 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.

  Budget Heating and Cooling is trying to collect a fee that I do not owe them.I call them from their advertisement of a free visit to diagnose a small plumbing issue.They arrived, looked at the problem and proceeded to present me with a $198.00 bill.I pointed out their advertisement of a free no commitment evaluation and did not understand the service mans reason to present me with this *******************.They are trying to collect this fee with a collection agency.This is a false advertising company trying to take advantage of me

  Business Response

  Date: 09/03/2024

  Hi ********,
  
  Thank you for bringing your concern to our attention. We value your feedback and are committed to ensuring all our customers receive clear and transparent communication.
  At Budget Heating, Cooling & Plumbing, we offer the following plumbing specials:

  Free estimates for potential heating, cooling, and plumbing system replacements. These free estimates do not apply to repairs. 
  Free drain line camera inspections with any paid drain cleaning, clearing, or plumbing service.

  
  Unfortunately, we do not advertise any other services as free of charge. To clarify, our standard pricing includes a $69 dispatch fee to cover the cost of sending a technician to your location and a $129 diagnostic fee. This diagnostic fee is waived only if the repair is completed during the same visit.
  
  Ive attached a copy of our recent email campaign, which details the specifics of our current plumbing offers.
  
  Thank you for your understanding.

• Initial Complaint

  Date:06/25/2024

  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.

  This contractor was assigned by my **************** (HSA Home Warranty, *********************************; own.onlinehsa.com).They charged me over $500 in 'modifications' to my air conditioning repair, over and above the covered repairs. No negotiation allowed (ie, I dont want an upgraded plastic hose to basement drain. Paying for it anyway.). They have canceled and rescheduled the repair twice. It has been over a month before they can come. Excuses like technicians being out. When I informed the rep that we are having a heat wave and I need a/c, she told me she was a year without a/c before. Poor customer service all the way around. They have rescheduled out ANOTHER WEEK. Not yet repaired.

  Business Response

  Date: 07/01/2024

  Hello, **********,
  
  Thank you for sharing your feedback with us. We understand the importance of having a functional air conditioning system, especially during a heat wave, and regret the frustration caused by the delays and communication issues you experienced.
  
  Regarding the additional charges for modifications, our authorization team explained that these were necessary to correctly install your new coil and ensure the longevity and efficiency of your system. These modifications were not covered by your home warranty as per their specific contract, and unfortunately, we do not control what is covered under your warranty.
  
  We apologize for the inconvenience caused by the rescheduling of your appointment. Due to unforeseen circumstances, we had to adjust our schedule to ensure we could provide the best possible service. We understand the frustration of having to be rescheduled, which is why we rearranged our schedule and rescheduled other customers to accommodate you as soon as possible. However, since you had requested to cancel the appointment, we promptly refunded you the entire amount you paid for the modifications needed.
  
  If you have any further questions, please don't hesitate to give us a call at ************.
  
  Thank you for your understanding.

• Initial Complaint

  Date:06/20/2024

  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.

  I requested service for my A/C on 10Jun through my home warranty company, American Home Shield. The dispatch was assigned the same day to Budget ******************************************** I received a call from Budget on 10Jun to schedule the service, with the first available date being Tuesday 18Jun due to how busy they already were. The representative informed me of a "fast pass" that could get a tech out sooner - either on Saturday 15Jun for $99 or Sunday 16Jun for $129. The rep also indicated that there were currently no other appointments on Saturday. I had already spent $100 for the service request through AHS, so at that time I opted just to take the 18Jun appointment and informed Budget I would reach back out if I changed my mind.On Wednesday, 12Jun, I did change my mind because of increasing temperatures and sent a text message to Budget requesting that if there was still Saturday availability, I would like to change my appointment. Someone replied via text, "Yes that is no problem! With the expediting charge, we just require collecting that prior to our arrival." Vendor was promptly paid $99 over the phone following this text.A tech arrived on Saturday 15Jun and was able to diagnose the issue within 20 minutes. I was informed that the blower motor needed to repair the issue required authorization from AHS. I was led to believe that this authorization report would be submitted ASAP and that Budget is very quick with these types of repairs, it's usually AHS that causes delays.Budget did not submit the authorization report to AHS until Monday 17Jun at 2:40pm, though I was informed via text at 9:45am that it had already been submitted. *** approved this authorization on 18Jun. It does not appear that the part was ordered until 19Jun.I paid $99 to expedite this service repair, and Budget did nothing to expedite.

  Business Response

  Date: 06/25/2024

  Hello ********,
  
  Thank you for bringing your experience to our attention. We understand the difficulties you faced, especially during the intense heat. We would like to address your concerns and offer an explanation and resolution.
  
  The initial service request on June 10th coincided with a severe heat wave in ***********, which resulted in an overwhelming number of service requests and significantly affected our scheduling.
  
  On June 12th, you chose to reschedule your appointment to June 15th due to the rising temperatures. We confirmed the availability and informed you of the weekend service fee, which you promptly paid.
  
  Regarding the "fast pass" charges, we want to clarify that we do not charge for an expedited pass. The $99 fee is our standard weekend service fee for home warranty customers, as your home warranty does not cover weekend service calls. 
  We understand your frustration with the $99 fee, especially since the service did not proceed as quickly as you had hoped. 
  
  Typically, we inform our customers that the weekend service fee does not guarantee a quicker repair, as part suppliers are usually closed on weekends, and we still need to obtain approval from the home warranty company. Given the delays and our miscommunications, we have refunded the $99 fee to you.
  
  Our technician arrived on June 15th and identified the issue within 20 minutes. Unfortunately, the necessary blower motor required authorization from AHS and was not a regularly stocked part. Although we aimed to submit the authorization report as soon as possible, there was a delay. We informed you via text on the morning of June 17th that the report had been submitted, but it was actually submitted later that afternoon at 2:40 pm. We apologize for this miscommunication.
  
  AHS approved the authorization on June 18th, and the part was ordered on June 19th. We sincerely apologize for this delay and any inconvenience it caused.
  
  At this time, your new blower motor has been installed and the issue has been resolved. We apologize for the inconvenience and delays you experienced and appreciate your patience throughout this process.
  
  Thank you for bringing this matter to our attention. If there is anything else we can do to assist you, please let us know.

  Customer Answer

  Date: 06/26/2024

  Complaint: 21877067
  
  I am rejecting this response because:
  
  These people are scam artists and liars. The first tech who came out on 15Jun, *******, quickly diagnosed the problem sure, but it was confirmed by ***** (the second tech who came out to my home on 21Jun to finish the job after the part arrived) that it was indeed the wrong part that was ordered. ***** also told me that this kind of stuff happens all the time and people wait weeks to have their issues fixed because incompetent techs diagnose problems incorrectly or wrong parts are ordered. He apologized profusely and promised he would do whatever he could to get the right part and come back out that weekend to fix it. Shortly after he left my home on 21Jun, I received a call from the office (someone named ******** believe) who then told me that there would in fact NOT be a way to get the correct part over the weekend and I would have to wait until Monday, 24Jun. He was also very confused and had no idea what the $99 Fast Pass was that I had paid for and asked to be refunded.

  I finally spoke with someone who I thought was competent, ****** the HVAC supervisor on 22Jun. He gave me more excuses but promised that I would be his first priority Monday morning when he gets to work at 7:30 and even offered to be the one to personally come out to my home to finish the job. He did not call me on Monday morning as promised nor did he come to my home.

  I spoke with ****, the office manager, on Monday 24Jun who gave me the excuse that "the wrong part was sent" to avoid accountability.
  

  They have refunded my $99, but now I want them to cover the cost to board my dog because I couldn't keep her in my 90 degree house any longer due to their errors, incompetence, and outright lies.

  I have tried reaching out to the owner, ***************************, who has ignored every attempt at communication.
  

   

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

  Business Response

  Date: 07/01/2024

  Hello ********,
  
  Thank you for your continued feedback. We sincerely apologize for any inconvenience you have experienced.
  
  Issues with the initial diagnosis and subsequent part ordering process have been noted. Our goal is to provide efficient and accurate service, and we regret falling short in this instance, especially during a period of extreme heat.
  
  We understand the impact this situation had on your household, including the discomfort it caused for your pet. However, expenses incurred for boarding your dog do not fall within the scope of our service responsibilities, and we are unable to provide a refund for those costs. Please note that we have already refunded you the full amount paid to us, which was $99.
  
  Your feedback is invaluable, and we are committed to improving our processes to prevent similar issues in the future.
  
  If you have any further concerns, please do not hesitate to contact us directly.
  
  Thank you for your understanding.

• Initial Complaint

  Date:06/01/2024

  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.

  I had a sewer back up and called the plumbing department of Budget Heating, Cooling and Plumbing. The service provider that was sent claimed to "clear the drain" and tried to sell me for an additional charge, a video of the sewer drain. I was also told that he snaked as far as he could due to the line being only 70'. At the time of the visit, I declined due to the cost. Within 6 weeks, my sewer drain backed up again and I was told that it was due to tree roots growing back and clogging the drain. when I called to complain, I was told by the department manager, maybe, that the drain reclogged so fast is due to tree growth. Of course, they would come out to re-clean the drain, but I would be charged, and it was my fault due to the fact that I declined a video on the initial visit.I called a different company, included in their cost was a before and after video. I have not had any issued since this new company cleared my sewer line and it has been 6 months now.

  Business Response

  Date: 06/06/2024

  Thank you for bringing your concerns to our attention. We understand your frustration regarding the recurring sewer line issues.

  
  Our records indicate that during the initial visit on September 7th, 2023, our technician cleared the drain to 60 feet, effectively addressing the immediate blockage. At that time, you expressed satisfaction with the service. When the issue recurred, our technician returned on October 7th, 2023, at no additional cost to you, cleared the line to 75 feet, removed tree roots indicative of a break in the line, and recommended a camera inspection to identify any deeper issues. The camera inspection was declined at that time.

  
  We believe our team performed their duties with diligence and transparency, and we offered additional services to help prevent future problems. Given these circumstances, we are unable to provide a refund for the services rendered. We regret any inconvenience caused and are open to discussing further solutions to ensure your satisfaction.

  
  Please let us know if there are any other ways we can assist you.

• Initial Complaint

  Date:05/31/2024

  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.

  They came out to fix the ac condenser and evap coil during the week of 05/13/24-05/17/24 (cant remember exact date at the moment). My son was home when the men showed up to work on the job. They wanted to take my old unit, but I paid for that and told them they could not take my property. They turned on the central air to see if it runs, and they wanted to leave quickly. I asked them to stay, and lo and behold it shut off on its own. We then went out to the condenser was running but nothing was blowing inside the halls, it was doing nothing. We checked the unit downstairs and come to find out the motor is over H3331**383530373236H and shuts off, this is the blower fan. The cold air dispatcher talked to them and the dispatcher said they are going to send a technician to see what&#**;s going on. Same day after they left, about a few hours, a technician did arrive. He checked the outside unit to check for any freon, and said that the instillation people didn&#**;t fill it enough, to which he did fill it. We then went to the thermostat to start the central air to see if it runs and it starts to run. He stood there to see what happens, it ran for 8 minuets and then stopped. He found the blower motor is over H3331**383530373236H, very hot to the touch, and so he replaced that motor. He turned it back on, and once again shuts off. The tech said they are sending a request to the home warranty (American home shield) to get approval for work. They refused to pay for the work which was $1,240. For these folks they have not finished the work. I did a quick look myself and noticed the equipment is incompatible with each other. The compositor is overpowering the motor and thus forcing it to work so hard it overheats. They set this up incorrectly to begin with.

  Business Response

  Date: 06/06/2024

  Thank you for reaching out to share your recent experience with Budget Heating, Cooling & Plumbing. We truly value your feedback and regret to hear about the issues youve encountered. 
  
  We understand the frustration you felt when your air conditioning system was not functioning properly after our teams visits. Our goal is always to provide the highest level of service, and we apologize for any inconvenience caused. 
  
  Upon reviewing our records, we see that our technicians and customer service representatives made multiple visits and calls to ensure your system was correctly diagnosed and repaired. On April 23, our technician verified that the thermostat and blower motor were working and cleaned the condenser, which was extremely dirty. He identified a leak in the condenser coil, prompting a request for an authorized replacement. Our sales team reached out to discuss potential system upgrades based on your interest. By April 30 and May 1, our representative communicated with you about the home warranty options and upgrades, and after you decided to proceed with the home warranty, we promptly sent the e-sign agreement, which you completed on May 1. 
  
  On May 3, our technician again verified the thermostat and blower motor, cleaned the condenser, and confirmed the refrigerant levels were too low, causing the system to freeze over. After identifying a leak in the condenser coil, we moved forward with the authorized replacement. On May 9, we removed the old components and installed the new ones, but the blower motor still experienced issues. Our technician replaced the blower motor, but it continued to overheat due to the undersized return drop, which was restricting airflow. 
  
  We submitted the necessary information to your home warranty provider, American Home Shield, and were informed on May 15 that they would not cover the required modifications. We communicated this to you, clarifying that you would be responsible for the additional costs.
  
  On June 4, our technician returned to install a new breaker for your condenser and recommended placing a recall ticket with your home warranty company if the issues persist. We are set to return on June 7th to close the gap where your evaporator coil connects to the plenum.
  
  Its important to clarify that decisions about what is covered under your home warranty are made by American Home Shield. We recommend contacting them directly if you have concerns about coverage. At this time, we have actively pursued every available avenue to resolve the issue within our capacity. We are committed to resolving this issue and ensuring your satisfaction. Thank you for your patience and understanding.

  Customer Answer

  Date: 06/07/2024

  they came to my home and broke the motor and housing. They took motor with them. They said they would order another but have been putting me off constantly. 

• Initial Complaint

  Date:03/11/2024

  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.

  A series of improper installations caused various issues during Budget working on my property. Please see attachments for further description.

  Business Response

  Date: 03/26/2024

  Thank you for bringing your concerns to our attention. We understand the issues you've encountered and appreciate the opportunity to address them.  
  Upon reviewing the details provided, it's clear there were concerns with the installation process. It's important to note that the installation is outside of any standard warranty period, as it occurred over ten years ago. 
  We're currently conducting a thorough review of the situation to gather all relevant details regarding your installation and repair history. Our priority is the safety and satisfaction of our customers, and we are committed to resolving any discrepancies brought to our attention. 
  Please rest assured that we are taking this matter seriously and will take necessary steps to address your concerns and rectify any issues. Thank you for bringing this to our attention, and we appreciate your patience as we work towards a resolution. 

  Customer Answer

  Date: 04/09/2024

  The business response does not address any issues I have in my complaint.

  Business Response

  Date: 04/22/2024

  Thank you for your feedback. We're still looking into this matter and are committed to resolving any issues you've experienced. Could you please provide more details about the specific problems you're facing and your desired resolution? Your input will help us expedite the process and ensure your satisfaction.

  Customer Answer

  Date: 04/24/2024

  Can someone please call me in the morning ************.  I have provided all the detail and the resolution previously and Budget responds with a generic response which does not address any of the incompetence of installation, the negligence at anytime while several people from Budget including some of their managers ever pointing out the the installation was not done properly.  

  I would like to discuss this with someone at BBB.

  Thankyou

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

  Customer Answer

  Date: 04/25/2024

  Complaint: 21415190
  .
  I am rejecting this response because: Budget has yet to respond to all the yellow high lighted issues. These were previously sent to BBB.  
  
  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/02/2024

  We empathize with your frustration and are committed to resolving this matter promptly and to your satisfaction. We acknowledge the delay in the process and appreciate your patience as we meticulously gather all necessary documentation, a task made challenging by the time elapsed since the installation took place.

  In order to assist you better, we would like to remind Management, and the Owner of your request of a refund totaling $6000. We invite you to share any further requests or information you believe pertinent to this issue. Please know that your satisfaction is our priority, and we are committed to handling your concerns with the highest level of professionalism and care.

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Stay away from Budget Heating and Cooling. Awful service and business practices - paid $69 service fee to an incompetent tech and then they sent a $129 diagnostic fee bill to collections after telling me it was waived. I suggest getting all communication in writing. We have a mini split unit and the pump had failed. I called Budget because they put it in 5 years ago. Despite having a few hiccups 5 years ago during the installation by Budget, (all of which were quickly resolved), I inquired about a tech to come look at the pump that isnt working and probably needed replacing. I was told there would be a $69 service charge to get the technician to the door. I agreed and asked that the tech to be prepared to replace the pump. The tech who arrived the next day had no idea what he was doing. He wanted to look at my AC unit and I had to explain the problem was with the mini split unit, not my AC. Without turning on the unit, checking the lines or touching the unit at all, he diagnosed the problem as needing a new pump costing over $900. And now that quick visual assessment means Im charged a $129 diagnostic fee. I questioned how he could make that diagnosis without even turning on the unit or checking for a clog in the condensate line. I then showed him how to turn on the unit, where the lines were and outdoor unit. It was apparent the tech had no idea what to do. I said I was not comfortable going forward with any repairs. He asked for payment - $69 service call + $129 diagnostic fee. I said that I was not told about an additional diagnostic fee and do not feel I should pay that considering he did not even turn on the unit. I paid the $69 service fee to the tech and he said I can call the office to waive the $129 diagnostic fee. I called the office, told the receptionist about the subpar service and asked for the $129 diagnostic charge to be waived. The receptionist said she would put in a request with her manager and call me back. She did call me back within an hour and said that it would be taken care of. Fast forward a month, a collection agency called to collect the $129 bill. When I called Budget to inquire about the miscommunication, the only thing they had on file was a waive request that was denied. In the end, it was not worth the time, phone calls, he said she said claims and potential hit on my credit for $129. I paid it, but very unhappy with my entire experience with Budget - tech service, customer service and business practices. $189 in total paid to Budget for absolutely nothing. ****** learned - get all communication in writing and just buy the $150 part and replace yourself!

  Business Response

  Date: 12/06/2023

  Dear ********,
  We regret to learn about your dissatisfaction with the service call you experienced with us. In July, ************** visited your residence in response to your mini-split issue. 

  
  Our service call structure includes a $69.00 trip fee just to get us to the door. Any work or repairs is in addition to the trip fee.  Additionally, we adhere to flat rate pricing for repairs or installations. A $129.00 diagnostic fee is also standard, and could be waived if the work is completed and paid for on the same day, or it can be applied as a credit towards the repair if done within 30 days of the initial service call. During the visit, as no repairs were made, the technician explained the $129.00 diagnostic fee, which you refused to pay at that time.

  
  Despite multiple attempts to communicate the outstanding bill, which includes the diagnostic fee, we had not received payment. On October 10th, you requested a waiver after discussing the matter with one of our office representatives, but unfortunately, the request was denied due to the technician's substantial time spent at your residence.

  
  Subsequent to this, we sent additional email invoices on October 19th and a physical letter to your home on October 27th, notifying you that failure to make payment within 10 days would result in the account being sent to collections.
  We apologize for any inconvenience caused and would like to reiterate our attempts to address this matter before resorting to collections. Since you have settled the outstanding amount promptly, we are open to applying the $129.00 credit towards any HVAC or plumbing repairs within the next 30 days.

  
  Thank you for your understanding.

  Business Response

  Date: 12/06/2023

  Dear ********,
  We regret to learn about your dissatisfaction with the service call you experienced with us. In July, ************** visited your residence in response to your mini-split issue. 

  
  Our service call structure includes a $69.00 trip fee just to get us to the door. Any work or repairs is in addition to the trip fee.  Additionally, we adhere to flat rate pricing for repairs or installations. A $129.00 diagnostic fee is also standard, and could be waived if the work is completed and paid for on the same day, or it can be applied as a credit towards the repair if done within 30 days of the initial service call. During the visit, as no repairs were made, the technician explained the $129.00 diagnostic fee, which you refused to pay at that time.

  
  Despite multiple attempts to communicate the outstanding bill, which includes the diagnostic fee, we had not received payment. On October 10th, you requested a waiver after discussing the matter with one of our office representatives, but unfortunately, the request was denied due to the technician's substantial time spent at your residence.

  
  Subsequent to this, we sent additional email invoices on October 19th and a physical letter to your home on October 27th, notifying you that failure to make payment within 10 days would result in the account being sent to collections.
  We apologize for any inconvenience caused and would like to reiterate our attempts to address this matter before resorting to collections. Since you have settled the outstanding amount promptly, we are open to applying the $129.00 credit towards any HVAC or plumbing repairs within the next 30 days.

  
  Thank you for your understanding.

  Customer Answer

  Date: 12/06/2023

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