Complaints

• Initial Complaint

  09/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company came out to perform a diagnostic of an issue, afterwards I requested a written estimate which was not given, instead this company showed up the next day, performed the work without my authorization then proceeded to send me an outrageous bill for $1000 of labor for TWO technicians.On 9/23/24 I called the business and got Vanessa the sales manager who informed me in a very unprofessional manner that that's the way they do business there , and "two man crews are standard everywhere"... "Do you give everyone else this much trouble?..."You seem to call all the people in town" after I informed her of what she was stating was in fact not true to my experience working with two mechanical vendors she mentioned. Invoice from vendor: Description:9/18 Technicians arrived on site. Checked in with ******* at ******* ***** and he was unaware of us being there to service the oven. We troubleshot the oven and found that the ignition module faults after starting and it displays an error code indicating such as we contacted tech support and explained the issue. Tech support was utilized to give further verification that the gas ignition module needs to be replaced for proper operation of the oven. *****ed up and checked out. A quote was requested, and we will return if approved. 9/20 Technicians returned to site with the part. Checked in with *******. We installed the ignition module, and it was left running. It appeared to have flashed an error code for flame sensor, but it was self-correcting. This was relayed to ******* and **** it is maintaining but the flame sensor maybe an issue later down the line. *****ed up and checked out. This job is currently complete. Oven works intermittently Scope: 1Price Method: Time and Materials Date ofServiceDescriptionQuantity PriceUnitTotalPriceLabor - Journyeman Rate 9/18 & 9/2009/18/24 5.50 99.00 544.50Labor - Apprentice Rate 9/18 & 9/2009/18/24 5.50 70.00 385.00Other - Materials09/20/24 1.00 241.20 241.20TaxTotalSubtotal

  Business response

  10/11/2024

  Good afternoon, B&D’s version of what happened regarding the complaint mentioned below is as follows: 9/6/24-Technicians arrived on site and were not able to troubleshoot the oven due to no gas to the buildingThis call was confirmed with **** via phone call with our dispatcher which is why the techs were dispatched 9/18/24-call was confirmed with **** on Tuesday 9/17 for 8 am on the 18th-Techs arrived on site, and nobody was present technician reached out to **** while on site and learned that ******* was supposed to have been informed and was not we were asked to return at 1pm-Returned at 1pm troubleshot unit and found to be a faulty control module.-**** requested a quote which was then put together by office staff.-Staff reached out 9/19 to get the correct email address to send the quote to and left 2 voicemails with no return call-Technician received call back from tech support at the end of the day with information stating that the part is not the control module but rather the ignition module which is substantially less cost. -Our technician called to find availability and pricing. -He then reached out to **** to inform him, and **** gave verbal approval to proceed with the part without a quote. -Dispatch was notified and scheduled the call for 9/20 with **** 9/20/24-Technician arrived installed part and unit is operational. Please see attached trip summary that was signed off by *******. While we are willing to work with him on the bill, this repair was approved and signed off on.  All site visits were scheduled and confirmed with **** prior to our arrivals. As per our discussion over the phone, we are willing to adjust the invoice.  I will take the apprentice time off.  However, I do feel that it is not our error that our technicians showed up twice on time and were not able to perform work due to access and communication amongst your team.  Our technician, on his own time, tried to make the best of this situation by tracking down parts and confirming with customer to proceed.  Please let me know if you have any questions or need anything further.  We very much would like to resolve this matter.

  Customer response

  10/15/2024

  Complaint: ********
  
  I am rejecting this response because: I was charged $350 for nothing, I called to get a tech out to fix a gas leak then the tech came out and said I had a gas leak, go figure, then called the Gas company and had my gas cut off, I was charged 3 hours of labor for absolutely nothing!!! The other invoice is cut and dry as stated on the invoice, customer requested a ESTIMATE however we just went out and fixed it the next day without giving a ESTIMATE or any authorization. This big chain company is conducting fraudulent business practices to say the least to small Albuquerque businesses. 
  
  
  
  Regards,
  
  **** *****

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My tenant was having air conditioning issues so I called B&D Industries to come out to the property to diagnose and fix the issue since they had done the install. The technician who came out performed a late seasonal turnover service that day. The next day, the AC was still not blowing cold air so they scheduled him to come back out to diagnose the issue. It turns out that TVX was faulty and was failing. After talking to ***** a couple days later due to the weekend, he had mentioned that the part is covered under warranty and that I would only be paying for the labor of the job so I agreed to have the repair scheduled. It took a week to finally receive the invoice and now I noticed that I was responsible for paying for coolant and the EPA discharge fee. My huge issue is that this was not disclosed and now my bill is double what I thought it was going to be. The job that needed to be completed was known in advance and the technician and ***** should have known what needed to be completed in its entirety so this should have been disclosed before I scheduled the repair. If I had know that my bill would go from $665 to near $1300, I would have shopped around for quotes. The failure to disclose near $700 of other costs is completely unacceptable.

  Business response

  08/13/2024

  Good morning,

   

  I hope this message finds you well.

  I am reaching out regarding a matter brought to our attention concerning complaint #********. Could you please provide an update on the status of this issue and whether it will be ongoing or resolved?

  Thank you for your assistance.

  Best regards,

  Business response

  08/13/2024

  Issue was resolved with customer.  Please see attached screenshot of email correspondence.

*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. ↩