ComplaintsforA.M. Botte Mechanical

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an HVAC company called A.M. Botte Mechanical come into my home to diagnose an issue with the heating system. I requested emergency service and the company sent a technician in training as opposed to a trained technician. The trainee was unable to diagnose the issue and was unable to reconfigure the original thermostat that was with the system. He installed one of his company's thermostats and stated that a more experienced technician will return the next day which was January 31, 2022 and that the repair should not cost much according to his supervisor. When the experienced technician came to diagnose the issue he stated that the heat strips will need to be replaced and would cost an astronomical price of ***** which was not what the company stated initially. The issue that is ongoing right now, the system is no longer working as before A.M. Botte came into my home. I have a daughter that has Renuald disease where her fingers cannot take to the cold and turns purple. Very disappointed that this company sent a trainee to fix an issue and now the issue is worst than it was before they came into my home.

  Business response

  07/14/2023

  To Whom It May ******************** you for reaching out to us at A.M. Botte Mechanical. After reviewing the information we have on file, I can make the following determinations:

  1.) ****************** states that we sent a technician (who will be henceforth referred to as technician 1) who was a trainee to their home. That fact is true; at the time of dispatch according to notes we have on file, we did not have another technician available and we sent technician 1 to ********************** home. 

  2.) ****************** also states that after a misdiagnosis from the initial service call that the next technician (who will be henceforth referred to as technician 2) who came and gave an estimate of $3,276.49 for repair of the electric heater. That statement is also true, according to our records, technician 2 quoted this repair and advise of no lead time on a heat strip and that we would recommend replacing the entire heat pump due to age and condition and cost of repair.

  That said, everything that took place above was overseen by the existing service manager at the time. This service manager and both technicians 1 and 2 are no longer employees of A.M. Botte Mechanical due to the above circumstances, as well as other dishonest practices that said service manager and technician 2 were engaged in. 

  At A.M. Botte Mechanical, it is in our employee handbook that employees must conduct their daily operations with integrity and honesty to our customers. We feel as if the above customer interaction was completely against our core values in every way shape and form, and action have been taken to rid our organization of associates who do not demonstrate our core values and who do not adhere to our employee handbook.

  As far as how our organization has hurt and wronged this customer, ****************** and his family, we sincerely apologize for this interaction and we regret having provided this experience for you. I understand some time has passed, however we would be willing to make a reconciliation in some form or fashion in lieu of the unsatisfactory customer interaction that took place. We own that it was our fault, and we are happy to inform the employees involved are no longer with the firm. We will stand by this word and do what we can to right the wrong we created. Please call ************ and ask for ***********************, I am our sales / ops manager here in the office. Thank you for your feedback and for reporting this concern.

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