Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Heating and Air Conditioning

Brown Heating & Cooling

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:02/24/2024

    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 company installed my mini split system 7 years ago. The unit started not blowing heat recently. Their tech came out and told me that my coil inside was dirty and it was possibly causing the problem. He stated that he didnt have the equipment to clean the coil and it would cost 800 dollars or more to remove the gas and take the indoor unit apart and take it outside. He did check the pressure on one side and claimed it looked ok. I cleaned the coil myself for under 30 for the equipment. After cleaning the coil the unit still was not putting out enough heat. I called the office frustrated with the high price to clean the coil and after a couple calls they said I was rude and they would not work on my unit anymore. I called a couple other companys and they told me that my unit more than likely was low on charge. They laughed when I told them that the tech was removing the coil to clean it. This unit has a 10 year warranty on parts only and I call a half dozen companies in my area and none of them can do warranty work on Dykem mini split systems. Now I may have to pay 3000 dollars to have this 18k unit replaced.

    Business Response

    Date: 03/11/2024

    Good Morning, 

    We received a letter in the mail today for a complaint that was filed against us, I sure apologize for not responding, we would appreciate it it could be reopened to respond. It looks like the paper letter was dated the 3rd but just arrived today, the 11th. 

    The email unfortunately was missed as it went to our spam folder.

    This is an extremely hostile customer, who has cussed out every single one of our employees, and was told that we will not be servicing him in the future due to his choice in actions; given this hostile environment and his friendship with a former disgruntled employee we would very much appreciate the opportunity to respond to this and resolve it since we have not done anything wrong with him. 

    Complaint number: 21341556

    Thank you so much in advance

    Please feel free to reach out to my assistant ********* directly: *************************************************** 
    ************

    Business Response

    Date: 03/11/2024

    There are multiple items we would like to address on this customer:
    per owners manual provided at install, the manufacturer recommends annual service on equipment to keep all moving parts in optimum operational status. 
    Second, the quote provided was to clean the evaporator coil, the blower assembly, and any other parts needed as this is supposed to be maintained annually and hasn't had a service since its install 7 years ago; Additionally it included topping off any needed freon. The customer was informed that this would be an estimate due to the unknown volume needed on freon. 
    The customer has been hostile and aggressive towards both ************** and our office staff, utilizing  profanity and was told by our office staff that we will not tolerate that and due to his choice to continue we will not be servicing his residence any further. In discussion with our office staff the customer stated he has an hvac degree and watched a ******* on how the job needed to be done
    He has a Daikin Minisplit system, which does have a 10 year manufacturers warranty; I would like to add that we provide warranty services for multiple manufacturers and units that we did not install as do several other providers in our area. 

    We do not feel that a refund should be issued, because services were rendered as agreed, he was informed prior to our visit that our service calls are $90 minimum which includes diagnostics and up to one hour of labor.

    However, we will go ahead and send the claimant a refund in full of $90, certified mail to show proof of sending, customer will not eligible for future services. 

    Customer Answer

    Date: 03/12/2024

    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,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.