Complaints

This profile includes complaints for Bumble Breeze Plumbing Heating & Air's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bumble Breeze Plumbing Heating & Air

  4755 W University Ave Las Vegas, NV 89103-3805

  
• 

  Bumble Breeze Plumbing Heating & Air

  5130 S Valley View Blvd STE 112 Las Vegas, NV 89118-1776

  

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:02/03/2025

  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.

  An air conditioning (A/C) and heating unit was installed by Bumble Breeze. My complaint was the room that faces the east is unbearably hot during the summer months, and I want to have that issue resolved. I also mentioned to the salesman that I had received a quote from his competition and as a result, I was advised that my air flow unit in the main hallway was too small for the square footage of my house, and that this issue was probably a design flaw within all the homes in my community. However, if I resolved the issue, by expanding the airflow size, it would help tremendously in cooling the house down, and it would also not work my new A/C as hard. During the Bumble Breeze consultation, I asked the salesman to address that issue and requested a quote along with the installation of the A/C unit? I went with Bumble Breeze due to the fact that the salesman insisted that the unit I purchased would be installed in my attic, therefore by passing and eliminating the need for the airflow unit expansion in the main room. He insisted this would resolve my "hot room" issue. During his consult, he also discussed a couple of other options 1) increasing the size of the air flow return (?) in the room facing the east. However, as he began to close the deal, he reversed himself and said that the option would not be necessary. He mentioned the condition of my ductwork, and said his technicians would access the ductwork when they installed my a/c unit, and that his techs would not install my a/c if they discovered issues with my ductwork. After the a/c install and a third of the way through summer, I complained to Bumble Breeze that the room was still uncomfortably hot. A tech was dispatched twice. The 1st tech informed me to lower my temp to ***** degrees. The 2nd tech determined my ductwork needed to be replaced. Bumble Breeze quoted me $6,000.00 to replace my ductwork. If another company does repairs, it will cancel any and all warranties by Bumble Breeze and manufacturer.

  

  Business Response

  Date: 02/10/2025

  Good afternoon

  We understand Mr. ****** frustration, if he would allow us to go and try our best to see what we can do about that room again. I know it was a tough situation to get more airflow to that room but we can give it another try in order to satisfy the customer. Please let us know what we can do to assist the customer. I know he was also asking for an apology so we dont mind doing that as well.

  Customer Answer

  Date: 02/14/2025

  My a/c and heating problem is twofold. 1) Bumble Breeze ******* stated that the inspection/assessment in which Bumble Breeze conducted, indicated that both of the front bedrooms was affected by a lack of air flow (temperature and airflow studies?) Therefore, a larger airflow return in both rooms along with some type of (Y) fitting would be the solution. 2) The inspection/assessment on my newly installed a/c also indicated the unit had already begun to show signs of (dust matter and debris being deposited within the unit) from the collapsing ductwork, which is over 20 years old. My point is that this (post inspection) of my collapsing ductwork should have been completed prior to the a/c installation. As a consumer, I should have been apprised of the situation and provided a quote for such repairs and thus I should have been allowed to make the yah or nay decision on the additional costs. ****** excuse to me was "that he was trying to save me money.) Really? How? Either this was a gross negligence on Bumble Breezes behalf or, as a senior citizen, I have been taken advantage of and targeted! I have been scammed. Again, Bumble Breeze wants another $6,000 to correct this blunder, and Bumble Breeze states that if I had another company to install the ductwork, it "voids any and all implied warrantees!" Bumble Breeze should right this wrong. They should "bear the costs" of the expenses and the needed repairs and expenses they say are needed.

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22885682
  
  My a/c and heating problem is twofold. 1) Bumble Breeze ******* stated that the inspection/assessment in which Bumble Breeze conducted, indicated that both of the front bedrooms was affected by a lack of air flow (temperature and airflow studies?) Therefore, a larger airflow return in both rooms along with some type of (Y) fitting would be the solution. 2) The inspection/assessment on my newly installed a/c also indicated the unit had already begun to show signs of (dust matter and debris being deposited within the unit) from the collapsing ductwork, which is over 20 years old. My point is that this (post inspection) of my collapsing ductwork should have been completed prior to the a/c installation. As a consumer, I should have been apprised of the situation and provided a quote for such repairs and thus I should have been allowed to make the yah or nay decision on the additional costs. ****** excuse to me was "that he was trying to save me money.) Really? How? Either this was a gross negligence on Bumble Breezes behalf or, as a senior citizen, I have been taken advantage of and targeted! I have been scammed. Again, Bumble Breeze wants another $6,000 to correct this blunder, and Bumble Breeze states that if I had another company to install the ductwork, it "voids any and all implied warrantees!" Bumble Breeze should right this wrong. They should "bear the costs" of the expenses and the needed repairs and expenses they say are needed.

  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 02/18/2025

  Good afternoon just want to get some clarification on what Mr. ****** wants from Bumblebreeze, its tough to guage the duct work after the new unit was installed.  Once its been running the duct work runs and seems need to be replaced but we could address it until the actual unit ran.

  Customer Answer

  Date: 02/24/2025

  I am dumbfounded with Bumble Breeze's latest comments: Bumble Breeze's records will indicate that a tech was previously dispatched to my home to assess my cooling problems. The tech (was very thorough) as he took photos of my a/c unit (fan, which by the way is already filled with sediment).  He also took photos of the existing duct work; he then presented those photos to me as he explained his findings. The photos clearly demonstrated tears in certain areas of the duct work, and stress/fatigue in other areas. He also conducted temperature readings in both of the bedrooms (and noted that neither of which are cooling adequately). He also took temperature readings from the cooling unit itself, and explained that unit was sending cold air readings, however the cold air had failed to reach the two rooms to adequately cool them down. He also explained that the issue was that my ductwork was deteriorating. The tech explained that all of his notes/findings, pictures included were uploaded to my files from my unit and stored with Bumble Breeze. Bumble Breeze already have the findings/report. As a result of the findings Bumble Breeze ****** followed up to provide me the $6,000.00 solution! So, with all this being said and of which should be duly noted. I am sad that this assessment  was NOT provided prior to the a/c install. Furthermore, because Bumble Breeze failed to conduct the assessment prior to the a/c install, Bumble Breeze should bear the cost of the ductwork replacement.

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22885682
  
  I am rejecting this response because:

  I am dumbfounded with Bumble Breeze's latest comments: Bumble Breeze's records will indicate that a tech was previously dispatched to my home to assess my cooling problems. The tech (was very thorough) as he took photos of my a/c unit (fan, which by the way is already filled with sediment).  He also took photos of the existing duct work; he then presented those photos to me as he explained his findings. The photos clearly demonstrated tears in certain areas of the duct work, and stress/fatigue in other areas. He also conducted temperature readings in both of the bedrooms (and noted that neither of which are cooling adequately). He also took temperature readings from the cooling unit itself, and explained that unit was sending cold air readings, however the cold air had failed to reach the two rooms to adequately cool them down. He also explained that the issue was that my ductwork was deteriorating. The tech explained that all of his notes/findings, pictures included were uploaded to my files from my unit and stored with Bumble Breeze. Bumble Breeze already have the findings/report. As a result of the findings Bumble Breeze ****** followed up to provide me the $6,000.00 solution! So, with all this being said and of which should be duly noted. I am sad that this assessment  was NOT provided prior to the a/c install. Furthermore, because Bumble Breeze failed to conduct the assessment prior to the a/c install, Bumble Breeze should bear the cost of the ductwork replacement.

   

  
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 03/04/2025

  Good afternoon,

  03/29/2024 when the original estimates that were provided were to upgrade partial ductwork but the only signed off on were for the unit replacement and the 10 extended warranty. What we can do for you on our end is provide an additional 15% of the **************************************** the attic.

   

   

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 22885682
  
  I am rejecting this response because:
  Somehow, you keep overlooking the fact the **** brought up several factors that he thought might resolve my issues with the "hot room".

  1) Due to the fact that I purchased a particular Diakin unit, **** emphasized no need to expand my airflow return in my front room. Of which one of your competitors stated was too small for the size of my home.

  2)  Instead, he made mention of possibly installing some type of "Y" unit in the attic, which would resolve the overheating problem (?)

  3) **** thought possibility my duct work MAY need replacing. Again, as I was signing off on the paperwork, I inquired about replacing my duct work. ****'s response was that his team of installers would assess my ductwork on the day they went into the attic to install my heating and cooling unit, and if at that time they found that my ductwork needed replacing they would notify him prior to the install. Subsequently, yes, you are correct. I did not sign off on replacing my ductwork.

  I called **** several times once the installers arrived. Once because I was deeply concerned about the condition of my duct work. ****'s response to me was that they would NOT install my heating and cooling unit if my duct work was problematic. The second call I made was to inform me that the team that cleaned my vents insisted that my ticket did NOT include cleaning my dryer vent, which was resolved
  
  ****** ******

  

  Business Response

  Date: 03/20/2025

  So just to get clarification what would Mr. ****** like for us to do on our end, I did apologize to Mr. ************* Please let us know what we need to our end to take care of Mr. *******

• Initial Complaint

  Date:09/26/2024

  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.

  Purchased A/C Unit: 05/14/2023 - Amount Paid $10,000.00 - Issue: The unit makes a loud noise, a humming sound -( it does not do it all the time) - I have been complaining about this, after purchase in 2023. The company has sent several technician's out on different occasions - they say it is suppose to run (sound like that). The sound sometime is so loud it is disturbing to set in our living room to watch television. The sound is not constant, but when it is, it is unbearable to watch television or eat in the kitchen. VERY ANNOYING!!! If product runs like that, and they knew this information when selling to us, we feel they should have let us known at time of purchase. We would have never purchased the unit - now they are saying we can upgrade. We Don't want to upgrade wants this one to work properly.

  

  Business Response

  Date: 10/11/2024

  Good morning, we have been attempting to contact  **** about a resolution. We have not been able to reach him. The customer is complaining about a noise that does not happen often. Unfortunately we are at the mercy of the manufacturer when it comes to warranty issues. We have sent a technician out every time the customer has called, living up to our end of warranty which is labor. We have been working diligently with our supplier and manufacturer for a solution. We do have several options for **** that we have approval to preformed but we can not reach him. 

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22343927
  
  At this time, I really would like for the unit to be removed. The sound does not seem normal at all. It is very disruptive in my daily life. I do not see any other option other than removal of the unit.

   

  Sincerely,
  
  **** ******

  Customer Answer

  Date: 10/20/2024

  Bumble Breeze came out 10/17/2024 and put a blanket on the compressor - we accepted, with the condition that if loud noise still presents itself when it gets hot. we will not be satisfied with the fix.

  Thanks for your help in this matter.

  **** ******

  Customer Answer

  Date: 10/27/2024

  Today date: 10/27/2024 

  The blanket that was put on did not help. 

  At this time, I really would like for the unit to be removed. The sound does not seem normal at all. It is very disruptive in my daily life. I do not see other option other than removal of the unit.

  

  Business Response

  Date: 11/18/2024

  Good afternoon, we have been working diligently with Mr. ****** and the manufacturer of the product. We do understand the customers frustration but the manufacturer has a process we must follow for product warranty issues. We have been following the manufacturer's protocol to get this situation resolved. 

  

  Business Response

  Date: 02/03/2025

  Good afternoon 

  We also added a Blanket for the compressor which will help reduce any access noise, we also offered him to replace the whole outside unit for customer which he declined.  Not sure what else we can do for Mr. ****** on our end

• Initial Complaint

  Date:09/09/2024

  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.

  Bumble Breeze installed 2 new ground mounted AC units approximately 5 yrs ago. I am charged $300 annually for a service warranty. A day after the warranty expired, of which I was not informed. I immediately renewed it since one of the units stopped working approximately 2 weeks ago, informed it was a condenser that needed replacing, cost of $425. Two weeks later the unit stopped working again: I was advised the ductwork was not compatible with the new unit ( which had been working now for some years with no issues) and they suggested I replace all ductwork. Meanwhile they would review the unit again: they now discovered a leak and will attempt to repair it. I inquired why I wasnt notified of the incompatibility of the existing ductwork when they were installing and attaching, etc. The companys manager apologized, admitted they should have & he would authorize a 20% discount against new ductwork- an amount somewhere between $15,000 to $20,000. I cannot afford that cost. I am seeking reimbursement of the monies paid for my warranty(s) in order to take my business elsewhere and allow my units to remain under their original manufacturer warranty. I do not trust Bumble Breeze, their technicians are not able to make any repairs without calling in to a supervisor and/or calling out yet another tech to solve the problem

  

  Business Response

  Date: 10/24/2024

  Please see attached documents. 

   

  Good afternoon, I believe there was a misunderstanding between our technician and the customer. She has a parts warranty that is through the manufacturer and a labor warranty through us. Our technician should not have tried to charge her for her repair. It was an overlook on his part. I have my service manager reaching out to talk to het about her duct work. Her system is compatible with the current ductwork. The issue is that it is falling apart. I have attached the invoice showing the customer was not charged for the labor warranty, so there is nothing to refund. I have also attached a picture of the ductwork that is falling apart. 

• Initial Complaint

  Date:08/07/2024

  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.

  New AC Unit Installed : July 15, 2023 Business offered me 1 year warranty. My AC unit started failing about a month a half ago. I reached out to them before my warranty ended and they stated the coils for my unit were bad and had to be replaced. My AC unit does not blow cold air and my kids are suffering because of how hot it is. It has been a month already and been waiting for the part. I have to constantly contact them to get any type of updates from them. After leaving them a poor review they stated that they are no longer servicing my AC unit that I purchased FROM THEM. They told me to look for another company to service my unit as they will not be fixing it anymore. Retaliation..

  

  Business Response

  Date: 08/22/2024

  To whom it may concern, 

               Last year on 7/13/2023 our technician went to the home of above listed customer. Customer decided to replace the **** system. About a year later the customer called due to system not operating properly. Our technician diagnosed a manufacturer defect and warranty issue. Bumble Breeze ordered part that day from manufacturer, but because the part did not come immediately customer decided to talk bad about us online due to MANUFACRER timeline of making and shipping part. We do understand the ********** frustration with not having a operating system but unfornutily we do not make the parts to fix the system. We have no control over the manufacturers timeline.

   

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22107309
  
  I am rejecting this response because:

  My HVAC should still be under warranty and theyre refusing to fix my AC Unit. Ive contacted them a month before my warranty was ending with them. When this 1st started happening I told them how long it would take. They stated that it would take at least 3 weeks for the part to arrive, 3 weeks passed and I got no update from Bumble Breeze. I had to reach out to them to give me any kind of update, and when I called the receptionist stated they had the part and she was going to try to get a technician to come out and install it. 
  

  If Bumble Breeze is all about customer satisfaction this is not it. When my AC unit was not working they told me to go out of my pocket and buy a portable AC unit for the mean time. 
  

  if this is a manufacturer defect, why cant they replace the entire unit.. it is a pain with this heat in my house especially with kids  

   

   

  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 09/30/2024

  Good morning, on 07/13/2023 ***** decided to purchase a new HVAC system that was installed on 07/14/2023. *****'s new HVAC system came with a 1 year labor warranty and a 10 year MANUFACTURERS warranty. We discovered that her system had a faulty coil, when ordering from the manufacturer we were told the part was on back order due to regulation changes in the industry. We tried to help ***** several times to get her through till the part came in. Unfortunately things like manufacturer warranty parts are out of our control. When ***** became frustrated with the timeline the manufacturer gave us she starting bashing us on social media and leaving poor reviews do to something that is out of our control. We tried to help ***** several times. 07/29/2024 was the last time we were at the home. By contracting law she had a one year labor warranty which was upheld by Bumble Breeze. Her parts warranty is through the manufacturer and any contractor can fulfill that. 

• Initial Complaint

  Date:01/10/2024

  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.

  October 2023 contacted Bumble Breeze.**** came to our ********* [spouse *******************] explained our problem of a neighbor unleashing a nightmare of bugs due to their leaky pool plumbing over the ************ had what-seemed-to-be lingering bugs that got into our home, ductwork &/or plumbing.We called for an assessment & primarily for a CLEANING of ducts/plumbing, but we knew our HVAC system was old, so we were OPEN to the possibility of doing a FULL HVAC replacement.**** made it seem easy with financing, & we added a Home Water ****************** Osmosis in our kitchen [which reduced the flow of water to our fridge CRAFT ICE MAKER for balled ice; it's not ***************** told them that].**** told us at the time of his SALES PITCH that all their work was guaranteed by a 100% Money Back Guarantee. We did NOT imagine we'd be seeking it because the install was quick, & aside from a part, they did get it all up & running fast.The problems were few & I spoke to Office Manager ************************* frequently to resolve. I know from personal experience what a fiberglass burn feels like. I've had it before. I've had unexplained issues every time I run the HEAT higher than 70 degrees.The air blowing feels like it has a fiberglass &/or gives tiny bites. There's a distinct itch to it, and & I've had to CLOSE our vents & keep our home COLD for months because of it.It's on all our clothes, bedding everywhere!The lights in certain rooms make it worse.It gathers on light bulbs in our 2 bathrooms, & if I dust it returns within a day or so.It's not normal dust!My face is red at times from it around **************** ********* gathers in my cup of water when the HEAT is on. I can TASTE IT!It feels like a fiberglass dust & the vents in our home have put so much of this stuff into our home I can't clean it without a PROFESSIONAL.We've had a PEST CONTROL service SPRAY, but we don't have bugs in DECEMBER!BumbleBz's solution was to BUY a UV light bulb for HVAC system for $1500 more!

  

  Business Response

  Date: 01/18/2024

  Really sorry that **************** is having such issues with his Indoor Air Quality. From the very beginning **************** called in for an estimate to replace his existing **** system. Upon our field supervisor presenting options to **************** and his partner, they decided on a system that worked best for them. As **************** stated the Install went quick and efficient. In the attachments **************** states, he had issues with air quality before, but is now blaming it on the new **** system. The duct system (which wasn't installed by Bumble Breeze) has been inspected for any defects or tears with none found which would allow fiberglass into **************** home. **************** was offered several different options to help Improve the indoor air quality, including installation of Air Purification, which was offered to be installed before **************** paid anything. This was done to help **************** resolve his issue. This wasn't an attempt to upsell **************** as he claims. Bumble Breeze has always worked in good faith to help come up with a solution for **************** concerns. The installation of the **** system, Water Heater, water softener and RO system didn't create any Indoor Air Quality issues in **************** home. 

  Customer Answer

  Date: 01/20/2024

  Business Response:
  Really sorry that **************** is having such issues with his Indoor Air Quality. From the very beginning **************** called in for an estimate to replace his existing **** system. Upon our field supervisor presenting options to **************** and his partner, they decided on a system that worked best for them. As **************** stated the Install went quick and efficient. In the attachments **************** states, he had issues with air quality before, but is now blaming it on the new **** system. The duct system (which wasn't installed by Bumble Breeze) has been inspected for any defects or tears with none found which would allow fiberglass into **************** home. **************** was offered several different options to help Improve the indoor air quality, including installation of Air Purification, which was offered to be installed before **************** paid anything. This was done to help **************** resolve his issue. This wasn't an attempt to upsell **************** as he claims. Bumble Breeze has always worked in good faith to help come up with a solution for **************** concerns. The installation of the **** system, Water Heater, water softener and RO system didn't create any Indoor Air Quality issues in **************** home. 
  

  Complaint: 21115021
  
  I am rejecting this response because: THEY ARE LYING and MISREPRESENTING the situation!

  This company cannot prove that we had an indoor air quality issue in our home because they NEVER did an air quality test. ******************* UPSOLD US ON EVERYTHING and we were strictly looking for a DUCT and PLUMBING cleaning as I stated. The installation was done quickly but it was INCOMPLETE FOR OVER A MONTH. When i run the A/C over 70 degrees Fahrenheit I am BOMBARDED with an itchy sensation, my three cats get super itchy too. They have us locked into their claws here. We're tired of always being COLD IN OUR OWN HOME and running up our electric bill to keep warm IN WINTER after we paid nearly $30,000 to ensure our home was well cooled/heated. These people sent a guy over who was standoffish and did NOT really take our issue seriously. The skin issues, itching, irritation & redness are directly from using the **** heating set OVER 70 degrees. I feel like I'm being gaslit here, as if I don't know my own body and when my skin has been irritated by something that shouldn't be BLOWING OUT OF VENTS.

  We still want an appropriate refund at this point, nothing will change that after the **** this company has put us through trying to work with THEM.
  WE WANT TO GO TO ANOTHER COMPANY TO DIAGNOSE THIS ISSUE. We can't even do that while we're stuck with this company's "service plan" which is just talking on the phone with ***** until he decides to send an incompetent to gaslight us more.

  Why won't they do the right thing here and refund us TO LET US GO TO ANOTHER COMPANY?

  I called one and they warned me that having ANYONE ELSE in to diagnose could violate our service agreement. WHAT AM I SUPPOSED TO HERE? Their solutions are MORE MONEY OUT OF POCKET WE JUST DON'T HAVE.  It's been 3 months of this! Our electric bill is going to be INSANE if we can't get this fixed so we can actually USE OUR **** SYSTEM. We no longer trust this company. We are NOT satisfied with any of this work we PAID THEM to do for us.
  Why would we be using SPACE HEATERS after doing all this work???? WHY ARE WE PHYSICALLY AND FINANCIALLY BEING PUNISHED FOR CHOOSING THIS COMPANY?

  This drama since late-October has done harm to our marriage and we don't feel like we can even sell our home with the **** doing this. They've ignored the problem and tried to UPSALE us with these ************** that we shouldn't need.

  We've lived in this house since April 2019, and this problem is NEW and different than the bugs from next door issue. The bugs are all gone now. Their shotty **** diagnostic/installation caused this new one.
  We just want to protect health and home here. They have no right to deny us a refund. We are not satisfied and never will be at this point. Stop jerking us around since October, guys! it's enough and I am TIRED of living like this. You would be too!

   
  Sincerely,
  
  ************************* & *******************

  Customer Answer

  Date: 01/20/2024

  Additionally, WE NEVER TOLD THEM WE HAD ISSUES WITH AIR QUALITY. We had BUGS in our pipes and ducts causing ** problems, biting us. They are just not telling the truth. What do they expect us to do here? Keep living like this????

  I'm sorry but this makes me FURIOUS because it's the same denials and lack of concern for the issue from the START.

  Customer Answer

  Date: 01/20/2024

  Additionally, and I apologize for being sloppy with my replies, this company sent ONE TECHNICIAN out in regards to this, and they left us with NO RESOLUTION. BumbleBreeze stopped replying to us, we have a service agreement with them until ****. This is NOT going to work for us in any capacity whatsoever. I'm not interested in doing business with a company that is going to gaslight me on an issue because they aren't CAPABLE of fixing it. I'm sorry, but we need a FULL REFUND FOR ALL SERVICE WORK DONE [we understand equipment is not likely included] and to take our business elsewhere at this point!

  If it wasn't the middle of WINTER and a HEATING IS*** we might have been more willing to try other solutions, but I bought a FILTER that their technician ***** told me would be essentially the same thing as the ** lightbulb they wanted to sell us for another $1500. It didn't solve the problem. We're not interested in playing this game anymore. MONTHS IN ALREADY AND WE'RE TIRED OF BEING ITCHY AND COLD in our own home that we WORKED HARD TO GET with no help in sight! This has caused us TONS of stress and discomfort already. I feel almost inclined to *** them at this point because they are not being fair to us. It's not our fault this happened. We did nothing wrong here but call this company and trust them, and we feel VIOLATED.
  

  ************************* & *******************

  Customer Answer

  Date: 01/25/2024

  I want to apologize for getting so upset in my earlier replies. I feel like this has dragged on not only via the texts I included with my complaint but also in phone conversations with ***** the office manager because **** immediately went on vacation and was never to be seen again.

  
  We did have a lot of minor things the installers providing the full-service install of our whole house Water Softener system [which we have a vague understanding of what it needs because my husband was upset with the delay in a part for the outside of the water main sewage line [some kind of white plastic device neither of us understood too well because it was vaguely explained] and the state of our front yard flower bed for over a month; which was detailed in the final invoice we had trouble getting with reasonable numbers; a credit for $550, see attached for the final invoices that reflect the prematurely paid Financing was cancelled so we could pay with our AMEX], the Reverse Osmosis [our ice machine is barely making enough ice for one person, and we were hesitant to do the system if it meant losing that, we were assured a few times it would be fixable, but it wasn't and then we were left dissatisfied immediately back in October] and a new water heater [which puts out hot water VERY slow, we have to run it longer than we did with the old one we had, and it's set HIGHER than the old one]. We had our plumbing Hydro-Jetted and that was great.

  
  Additionally the bulk of our complaint is with the **** system putting out this "bad air" we've been told about. ****, *****, ***** and I guess others who viewed a video of our ductwork in the attic/crawlspace all claim the ductwork is fine.
  Okay. Well, the thing is I know I mentioned at least to Mark, if not also *****, that we were told by a different company PRIOR TO CHOOSING Bumble Breeze that our ductwork had some kind of bad repair job on it. Bumble Breeze has maintained, even here, that they CLAIM they found nothing wrong...why did the first reputable and licensed company lie to us if Bumble Breeze isn't lying [for reasons unknown] or just negligent with OUR installation and potential future health concern risks of prolonged exposure to this? It's an irritation now, but also a nuisance and disheartening to have to live through with who knows what to come in the warmer months.

  
  I'm left to conclude someone was lying to me. I assumed it was the first company that had a much higher price for the same scope of work that included the ductwork; they were at about $35,000 plus some tax/fees, so closer to $50,000 all-in. I do not name them because at this point I want a third opinion that all parties can agree is neutral to determine who was correct and who wasn't.
  At no time did we expect that ANY company might mislead us into taking something we wouldn't be satisfied with, but Bumble Breeze had a promotional discount and they made us believe we wouldn't have ANY problems that couldn't be fixed. We found ourselves months later here, trying to resolve those issues that a lightbulb do not seem sufficient to fix because there is a musky and attic/fiberglass taste in the air whenever the **** is set to Heat at 70 degrees or above. We did NOT have that problem before we called either company.
  
  Our main purpose is to determine the problem so we can live here and/or have piece of mind if we choose to sell. We have been considering selling but don't feel like we can do that with the way this problem has lingered. Would a new owner end up back here with Bumble Breeze if we transferred everything to them? I still don't know what they mean by "bad air" and they have not tried to explain it either. I on the other hand am doing my best to explain it and all the while am suffering the effects of it.

  
  Every so often I get a bad gust of it in the morning [my sleeping patterns have changed because of this] and breathing is difficult. I feel it's tied to the **** running to get the heat circulated. If it is higher than 70 I am PUNISHED by what it spreads around my house for a good week; washing and cleaning everything. It feels like [fiberglass-like] particles in my face and up my nose at times, and when I rub them they don't rub off, it just makes the irritation worse. I seriously thought it was a bug thing, but we have no indication of bugs here since the weather cooled in Mid-December and we sprayed prior to Bumble Breeze coming here so they were not inundated with bugs in our home [see attached invoice].
  So every aspect of our installation SERVICE has been a trainwreck, and the follow-up calls with their Senior Technician were civil and friendly but left us with a feeling that we are being led around a post like a couple of donkeys at this point, three months into a 3 day install with 3 year bi-yearly seasonal service & support when needed. It was meant to be simple, streamlined and satisfying, and I regret to be here to report that it wasn't.

  
  It's hard to enjoy a transition to soft water showers when your skin is irritated by "bad air." **** did no air quality test for us, ***** brought it over the second time he came here [I do not recall if he was on the **** install team because we tried to give them their space to work]. He was evasive and like I said he definitely took the best pictures of the device he could. He put it where we asked in a few rooms, but he acted like the air "wasn't THAT bad." Now we're being labeled with people who bad air as a defense to a problem we have to fix one way or the other?

  
  We don't feel like we're asking for anything too unreasonable here. How can we continue with a company that lets us go through all of our major holidays with this problem? 11/13 Anniversary, Thanksgiving, 12/17 was my birthday, Christmas, New Year's Eve/Day, and now we're creeping on Easter with the same problem. The entire winter season and our install was done in October 2023. Who else wouldn't seek a resolution after going through the trial and error of what was happening and how to mitigate it with being cold at night and using space heater to keep the house cool. Was I creating "good air" that way? It doesn't make a lot of sense to me, and I'm happy to hear how we could do ANYTHING differently to solve the problem aside from getting a fair refund to find someone else to help us with our needs.
  
  Pardon my closing pun but it turned out to be more of a Bumble than a Breeze. Thank you for hearing us out and I hope we can come to a reasonable conclusion of what's fair considering the circumstances and their own guarantee [which **** told us included the service of installation during his sales pitch with his giant book of impressive BUZZwords and examples to convince us that MORE than a ductwork cleaning and plumbing system jetting was the right decision for our situation at the time. We scrounged to make it work, and we just want proper heating system, if the plumbing issues can't be addressed too. We lack the faith to give that work to this company, and it will have costs we can't predict as still relatively new homeowners.
  

  Regretfully,

  ************************* & ******************* ************

  Customer Answer

  Date: 01/30/2024

  I just learned about Duct Sealing from searching to figure out HOW I can get a competent assessment of this problem with our "bad air" that feels like DEBRIS and other things that are coming from our attic.

  I have the same PHYSICAL reaction to this air as I do to our attic access panel being opened for too long with the **** return just outside the laundry room. Our garage just outside the small laundry room also has MASSIVE amounts of this "biting dust" that sparkles in the sunlight in the morning. I have to blow my garage out weekly with our leaf blower since Bumble Breeze pretty much decided our ductwork is fine.

  We're living in this, our health is being impacted in ways that I can't predict long term. While they try to figure out how to "salvage our business" and this sale, we're suffering for their incompetence.

  We need a solution THIS WEEK. We're not sure what we can do with all the red tape that comes with a service plan for three years that we would not have taken on our own, it was thrust upon us, and we fully expected to be able to work with this company, but after November, December, & now January we're done asking and just need this to be resolved.
  
  If Duct Sealing can end this problem and it's literally like $100 then why did they push the ** light bulb on us for $1500???
  And we upgraded our system from a ONE SPEED to a TWO SPEED **** system, and ***** [the first time he came in November I believe] adjusted the fan to spin FASTER/MORE to fix a problem with the COOLING side of this system because it did not cool to what we set it to. The thermostat was showing a temperature up to TWO DEGREES warmer than what we set it to, so instead of keeping it at 73 we were lowering it to 70 degrees to get the house to that 73 degree ***** Did *****'s fix do damage that he then refused to come clean about when he returned with the ** light bulb solution in hand? Bumble Breeze knows what he did to get our system to feel like it was cooling right, but the fiberglass itch came as soon as we went from COOL to HEAT, a week or so later. Why doesn't Bumble Breeze offer their records to show what THEY DID to try to resolve this? They sent back three of my texts where I was showing optimism that they solved our problem, but in the end it was not solved. I upgraded our filter to a 216 to approximate the ** light, and it had a temporary effect, after a few days of running the system the dust was back and I was very ill until I cut it off and aired the house out. I spent a week cleaning this place, and a week later even with the **** system on low this "biting dust" came back. I'm just a homeowner, I don't have **** experience. It's why we hired professionals. Why are they so content to just ignore us after sending a guy out that ****** caused the problem by trying to fix a problem with the system not cooling correctly?

  A reasonable step here would be to have a qualified third party examine the problem. Bumble Breeze INSISTS it's not the ductwork. We feel they're wrong. We need another professional to figure it out. I am holding off on that to resolve this BBB complaint for the sake of fairness towards Bumble Breeze, but we're losing our patience here, and I'm tired of the musky odors and dust when our thermostat decides the house needs to warm up. I've been keeping it at the minimum but several times a day it has to circulate our "bad air" and that's when I feel my skin being bombarded and the burning itch sets in. Like a burrowing bug, but as we've determined between spraying and the colder weather the bugs are gone because they can't survive in this cold. Again and again the best description I can offer it's a fiberglass itch, on my skin and around my orifices. My cats have similar issues and avoid sitting under the vents now, our female cat used to LOVE sitting under the vents before we hired Bumble Breeze. She's a small, very emotionally needy older cat, and she suffers the most from this because she's primarily indoors. One of our boy cats doesn't even want to be indoors for very long, and he was NEVER like this. We're ***** and agitated, it's hard to concentrate like we're hypoglycemic, but we're both healthy middle-aged men here.
  
  If Bumble Breeze could've sealed our ducts all this time, why didn't they suggest it? They didn't offer to try cleaning them again, either. ***** wasted my time on the phone while he was driving to **** several times, and the discussions felt like he didn't know what he was talking about AT ALL. There were slightly homophobic microaggressions with his **** crew that I mentioned in passing that he wanted to convince me were JUST COINCIDENCES. I heard that word so much from him and Bumble Breeze staff that it really set a bad feeling in my gut. It's a coincidence we choose a BAD COMPANY. Their listing said LGBT friendly and we regret being lured into this situation with them. We need a resolution, and we don't want to continue our business with them. We are NOT satisfied with any of the service they provided as show in the attached ORIGINAL invoice. They made a show of "giving us extras" that were required for the installation service, and I wanted them to invoice EVERYTHING they gave us because I felt like we would end up having some kind of problem. My momma didn't raise a dummy!
  
  A FULL refund is just the easiest way for us to move on with our lives and protect our home from whatever this mess is being caused by. They did a vague air quality test and called it a day. That's not going to work for us.

  I am trying to be patient here. Please don't let us continue suffering in this mess. ***** is wrong in his assessment, his air quality test shows it. There was nothing actually done to mitigate it besides trying to UPSELL us. Not impressed. Not satisfied with anything at all. 

  

  Business Response

  Date: 02/16/2024

  Tell us why here...We have attempted all viable solutions for ****************. Originally we were called out to replace plumbing and HVAC equipment, not a maintenance(please see attached file). All work was completed per city/county code and has been inspected and passed. All work agreed upon was completed. After installation of HVAC, plumbing, and air duct cleaning customer called to complain that fiberglass insulation was coming the ducts. Due to customer HVAC equipment being in garage and on side of house no installers ever entered attic were duct work is located. To help customer locate source of issue technician was sent to access home and situation. Upon inspection of attic cellulose insulation(which is 100% recycled paper) was found, NOT FIBERGLASS. ******** was inspected and found to be properly sealed. Indoor air quality test was preformed and air was found to be bad, technician stated customer has multiple cats indoors with litter boxes and smokes cigarettes' indoors. to help customer improve the quality of his air an air cleaner was offered to be used for 1 month free of no charge. If customer like product it would be offered at a discounted price. Customer declined offer, unfortunately we can not expect to have good air quality with these conditions. 

  

  Business Response

  Date: 02/16/2024

  original phone call

  Customer Answer

  Date: 02/20/2024

  "technician stated customer has multiple cats indoors with litter boxes and smokes cigarettes' indoors. to help customer improve the quality of his air an air cleaner was offered to be used for 1 month free of no charge. If customer like product it would be offered at a discounted price. Customer declined offer, unfortunately we can not expect to have good air quality with these conditions."

   

  This an outright lie!
  We do not smoke inside at all! We do have three cats, but they are NOT the problem here. They did offer a UV LIGHTBULB trial but it was TWO WEEKS not a MONTH!

  I never was notified about their response! I just got the notice of this being closed!

  These people are CROOKED and LIARS!
  I'm living in a home with an **** system I can't use! They had no right to mislead us about the condition of our ductwork! They are lying! I'm suffering here from exposure to WHATEVER it is seeping into our ductwork now.

  They didn't mitigate anything. Blaming our pets for our bad air when we're using a 216 FILTER is outrageous! I can smell the musty odor of the attic all through the house. It's not a pet odor, this is dust and whether we have fiberglass or attic cellulose insulation is besides the point! Our ductwork is clearly not up to specs/code and instead of being HONEST with us, they mislead us and now we're literally breathing in this NASTY DUST. It's not my imagination, and the technician they sent was condescending the entire time. He was rubbing his face, coughing a bit and had the ***** to tell us "it's bad air" without ANY explanation. We got rid of our rugs. I've been cleaning in circles for months! These people are being malicious denying there's a problem!
  What kind of company does this to ANYBODY!
  My husband is DISABLED but he works hard long hours for his money. We had a GENEROUS budget when we called them to fix the problem with the air quality in our home AND get a QUOTE for an upgrade [our primary concern was THE PROBLEM WITH OUR VENTS PUTTING OUR DEBRIS AND DUST THAT HAD A BITING-ITCH! Dismissing our concerns because I don't have the proper name for what is in our attic is absurd! We do not SMOKE cigarettes inside our home! I'm furious because this has been going on since ***** TURNED UP THE *** IN OUR **** SYSTEM to compensate for a loss of COOL AIR against what we set the thermostat for!
  

  We have an **** system I can't use and I'm just now getting the home cleaned up so it doesn't continue to cause us minor health problems! No doctor can treat this. This is an **** problem and they're so arrogant and greedy they REFUSE to take any reasonable steps to let us have a clean home. Bad air doesn't cut it! We've lived here since 2019 and never had these problems until late 2023.
  The BBB is welcome to send someone to our home to CONFIRM we don't smoke inside it! Check our filter inside the **** system that hasn't been turned on AT ALL for nearly a month now!

  Bumble Breeze has made it worse here and we need a RESOLUTION!

   What are we supposed to do here? Live in this mess? Cut our losses and find another company to fix this problem? Bumble Breeze CLEARLY intended to scam us out of as much money as they could. We would have just changed the ductwork and gotten our plumbing and **** systems cleaned and tuned up! They were functional and were not the MAIN CONCERN. **** knew that when he sat with us in our home and seemed to have ZERO issues with our air. What kind of company does this?
  

• Initial Complaint

  Date:08/02/2023

  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.

  On June 29th, 2023 I notified Bumble Breeze (B.B) of a plumbing emergency I experienced in my home. The emergency was suspected as a result of two different parties: 1) a negligent housekeeper who *** have damaged a shower handle and cartridge behind the handle causing water to flow out uncontrollably and 2) a different plumbing company, who in the process of fixing my cartridge behind the handle, *** have also damaged my shower valve and so I had to replace the whole system. That was when I called BB.A technician from BB informed me that in his opinion, these issues were definitely the result of the housekeeper's and also the other plumbing company's negligence. As a result of his assessment and their willingness to work on the issue, I hired them to fix the plumbing behind my shower the following day. After the techican's work, I asked him if he could write me a professional assessment of what caused this dilemma. I also asked him to provide me with the model and serial number of the shower valve system he just installed. He said no problem. However, none was ever given even after multiple, repeated attempts.I tried calling them and sending messages on July 10th, 12th, 13th leaving messages for a manager to provide me with these items and no one ever followed back. The original plumbing company that *** have damaged my cartridge offered at the same time BB showed up on June 29th to fix what they *** have damaged for free. I turned them down because I first called BB to fix the system. Therefore, I *** have lost hundreds of dollars to hire Bumble Breeze. BB should have at least given me that assessment so that I could have seeked compensation.I also got in touch with the housecleaning service and they told me that they they might offer me some compensation if BB confirms their technician's assessment. They told me that just like in my case, ** failed to get back with them. Bumble Breeze's failed attempts to honor their commitment costed me hundreds.

  

  Business Response

  Date: 08/02/2023

  Attached is the invoice for the first visit we had to **************** home. In the summary of the invoice, it explains what ************** saw and based on what homeowner said we provided our options to repair. We cannot state or confirm who broke the valve since we were not present at the time when it broke.

  Model # of shower valve 

  Posi-Temp 1/2 in. CC Pressure Balancing Valve

  Part #M*****  |  Item #******  |  Manufacturer Part #*****

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20412316
  
  I am rejecting this response because: 

  Generally I am partly satisfied with their response with the exception that I would like a call back or at least a more thorough explanation from a manager as to why I had to resort to a BBB complaint in order to solicit this information from them. Why did they not respond to my previous MULTIPLE requests made back in July? Why did they not reply back to my house cleaning company who also tried to get in touch with them for information? Is there a reason why their customers must waste their times having to go through extremes in order to get Breeze's attention? 

  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/04/2023

  We apologize for the delay in response time. At the time the customer was trying to reach the ******************** manager, the manager was not in the office. 

  Unless the homeowner provides us with a written consent by email, we do not provide information to any third parties.

   

  Customer Answer

  Date: 08/04/2023

   
  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. 

  I can only hope that in the future, the business takes their customers' concerns more seriously and responds more expeditiously... Without compelling them to have to get the BBB involved. Thank you!

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/24/2023

  Type:Product 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.

  On May 1st they installed a new AC unit the unit will not work properly. Technician keeps coming again and again but still not working. Last Technician told us after checking the unit, he said you right your unit is not working I will talk to my manager about it. Because we di everything instill not working right.

  

  Business Response

  Date: 07/26/2023

  Yes ****************** is having issues with his system maintaining proper temperature during extreme ambient temperatures. We have been working with Trane technical support staff to help resolve the issue. The conclusion is that the Compressor is not performing to manufactures specifications. Unfortunately, the Compressor for ****************** unit was back ordered from the Trane factory. Bumble Breeze has been working diligently to resolve this issue and have since gotten approval for a Condenser replacement from our local distributor. Bumble Breeze is now waiting for ****************** to give us a time for installation of his new Condenser.

  Customer Answer

  Date: 08/02/2023

   
  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.
  
  Hi. Company already replaced my condenser but problem still exists. Now there going to make a different return vents over my kids rooms to see if the problem gets fixed. Thanks  for following up with my complaint.  If there any one who I can talk to please reply  to these Email. To give you my phone #. Thank you. 

• Initial Complaint

  Date:07/17/2023

  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.

  On June 30, bumble breeze, heating and cooling came to my home for a usual maintenance. Appointment to clean and look over my air conditioning units. The technician went back to where my air conditioners are He came back to my house and told me some part was needing replaced I said OK I thought this would take 10 minutes. His answer was. "so did I."that made me feel very insecure to me that was admitting something went wrong. My air conditioner went from working 100% perfectly to the compressor died and is worthless and I need a new compressor for $6000 for me that was a big coincidence that it was working perfectly until he opened it up and now it doesn't work anymore. I called a couple other heating and cooling companies to come and give me their opinion two of them said yes the compressor is bad you need a new compressor. The third technician after I informed him I had a maintenance call and also informed him the air conditioner was working perfectly. He said it's way too much of a coincidence that it was working perfectly and the technician opened it up and it immediately is not working at all. He said Obviously a mistake was made ************ will take zero responsibility and it is on me to pay $6000 to replace the Compressor Also, the technician told me the person needs to have special training to work on this air conditioner. It is different from all others. It has a computer I feel this guy just did not know what he was doing, working absolutely perfectly five minutes after he starts working on it it completely stops working. They should be replacing it for free. They caused this to happen. They need to be responsible for the consequences not me. !

  

  Business Response

  Date: 07/18/2023

  The client is claiming that we're responsible for damaging her equipment after she had called for a routine maintenance scheduled for 06/26/23. We performed that maintenance and made notes of her capacitors well below manufactures specifications. At that time she declined to have my technician perform any repairs. My technician left the job with the system operating as it had been before the maintenance was performed. The client called back in on 06/27 stating the unit wasn't operating, again my technician checked the system and recommended replacing the capacitors as that was the reason the system was not starting. Again, repairs were declined. We returned again 06/30 as she claimed that it wasn't working again. At that time the client decided that replacement of this part was necessary. Upon installing the new capacitor my technician found that the Compressor had shorted out. This is due to the client not performing the proper repairs needed to make the system operate properly and nothing to do with my technician knowledge of this equipment. As far as our experience with high end Trane equipment, we only recently ended our partnership as Certified Trane Dealers in January. All my technicians have had exclusive training on all Trane equipment. I have attached all invoices and pictures of the faulty parts readings that was documented on 06/26. I don't agree that we should be responsible for replacing the Compressor when our recommendations were declined repeatedly. 

• Initial Complaint

  Date:08/18/2022

  Type:Sales and Advertising 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.

  Bumble Breeze installed a water heater at my home in February of 2022. The water heater was installed incorrectly, and had been slowly leaking in my garage for about 18 hours, before we discovered the leak. My garage and water heater pedestal had extensive water damage. A new technician came out, and reinstalled the water heater correctly. They admitted the previous technician had done sloppy work, that something had not been tightened correctly, and that it appeared to have been leaking since he had installed it. When I called the plumbing manager, to see what they were going to do about the water damage, he continuously changed the subject, and then finally tried to tell me that the damage had already been there. My garage is still torn apart, 6 plus months later. Additionally, I have been cancelled by my homeowners insurance, due to now being considered high risk. I will have to find a new homeowners insurance that will probably have astronomically higher rates. The situation has been extremely stressful and time consuming.

  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/08/25) */ ***** **** had contacted Bumble Breeze February 12, 2022 around 1:27pm to provide A quote to replace her leaking water heater. We dispatched technician Wes L***** out February 12, 2022 3:16pm and tech arrived 3:59pm. Upon arrival tech greeted customer in garage next to existing leaking water heater which had been leaking into her water heater pan without a discharge pipe extended to floor. Because of this water had already been saturating her existing stand and puddles were already present on her garage floor(pictures with time and date stamp will follow). Tech proceeded to turn off water supply to water heater and discuss options to replace unrepairable water heater. After Wes L***** offered couple options customer expressed her current situation and her budget. We offered our basic install at a heavily discounted rate to help homeowner. We also offered to have a water remediation company come out and assess the water damage, customer declined at this time. At 4:23 pm we dispatched Sean S****** our install tech. He arrived at 6:38 pm with the new water heater. Tech installed water heater and collected payment. Customer contacted us the next day, 02/13/22, letting us know there is water on the garage floor. we dispatched tech Rene B****** at 1:35pm and tech arrived at 2:32 pm. Greeted customer and proceeded to garage to look at puddle of water on the floor. Tech was able to find source of water leak. New water heater was leaking at a defective part on hot side connection. repair was made. pictures of before, during, and after were added to ***** **** file. I called customer(on a recorded line) February 14 2022 at 9:06 am she expressed to me her existing water heater "exploded" and was "shooting water" and her furniture did get wet from her original water heater. She stated that the new water heater had caused more damage. I referred her to ******* Restoration again to come take a look at water damage at no cost, she accepted and her information was forwarded to ******* Restoration. ******* contracted work with ***** bush to start work. Tear down and dry-out process requires water heater to be removed from stand. We returned to remove water heater and install on temporary stand as requested by ******* Restoration. Depending on how quickly insurance company processes the claim determines the job completion. We hadn't received any update from homeowner until recently stating that her insurance company had cancelled her. For the temporary install insurance pays for this service through the claim and now since the homeowner has been dropped we wont be paid for this service. We will gladly come back and install the water heater to the original location as long as the stand has been repaired to code standards. Consumer Response /* (3000, 7, 2022/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Bumble Breeze's starts off by saying that their tech arrived, and proceeded to turn off the water supply. This is completely untrue. I turned off my water supply, to my home, immediately before even calling bumble breeze plumbing. If you listen to either of their "recorded" phone calls, you will hear me say this. Additionally, in one of my original jobs posted on **** that day, I stated "water heater leaked, water supply turned off." If there is a place I can submit this, I will do so. Additionally , in a conversation had with another plumbing company that same day, on ****, where he asked for photos, I stated, "there is nothing much to see, because I shut off my water." I will also submit this conversation, if there is a place to do so. Additionally, we called over our neighbors, to make sure we were shutting off our water supply correctly, so they can attest to the fact that we shut off our water supply immediately, and not the bumble breeze tech, 2 hours later. So there were some puddles in the floor of my garage, however these did not cause any damage to my garage, as I have a finished garage floor( I can also provide pics of this ). However, there is no way my water heater leaking water for 2 minutes, could have "saturated" my water heater pedestal, nor the wall behind it, as bumble breeze would like you to believe. Interestingly, if Bumble Breeze believed that my water heater was pedestal was "saturated" previous to them installing the new water heater; then they are saying that came in and installed a brand new water heater, on a saturated water heater pedestal, without mentioning that to me. Water was leaking for 2 minutes, not 2 hours. We turned off the water, their tech did not. Bumble Breeze stated they offered to install the water heater at a highly discounted rate, due to my "situation" . I'm not sure why they mentioned this, as it had nothing to do with the complaint, however , they did discount the price after I mentioned, another company had offered to do the same job for about 50% cheaper, not because of my "situation". Bumble Breeze stated that their tech, " Wes" offered to bring out a water remediation company , and that I declined. This statement is completely untrue. This was not offered, because their was no need for it, as their was no water damage to be assessed, except for some puddles on the floor of my garage, that could be cleaned up with a towel. The water remediation company was offered to me 2 days later to assess the damage that had been done by the water heater that they had installed incorrectly, not offered on the 12th, from a water heater that had been leaking for 2 minutes. Bumble Breeze stated that I contacted them on 2/13 to let them know there were puddles on my garage floor. This is also untrue. I contacted them to let them know that the water heater they had installed the previous day was leaking, and appeared to have been leaking the entire time since they had installed it. I did mention that the tech, Sean S******, had left a huge mess in my garage, that I had had to try to clean it up, including pieces of metal all over the floor, and huge puddles of water and mud everywhere, and he had told me to just" leave my garage door open through the night", however I was calling to let them know that the water heater that they had installed was leaking. Bumble Breeze stated that the tech Renee B****** came out the next day to "look at the puddle on my garage floor." This is also incorrect. He came out to look at why the water heater, his company had installed the previous day that had been leaking. He stated to me that, " it apoeared like it had been slowly leaking the entire time, and was dripping onto the pedestal". I agreed with this assessment. He also apologized, and said, " he didn't know what had happened, but that it appeared that the previous tech had done sloppy work, and stated they don't usually leave behind a mess like that. " When I asked the tech, Renee what has caused the brand new water heater to leak, he stated that , " a connection near the top of the water heater had not been properly tightened." He never mentioned anything about a "defective" part, as stated by Bumble Breeze in their response. Having a tech not tighten a part correctly, and having a defective part ( on a brand new water heater ) are two completely different issues. Bumble Breeze stated that they had not been updated by me until recently. There was no reason to update them, as if you listen to the phone call on 2/14, their plumbing manager refused to take responsibility for what had happened, and you will hear him continuously changing the subject, and shirking responsibility for what happened. He stated, "we will send out a restoration company that we work with", and told me , " the least I would have to do is pay my deductible". Bumble Breeze did not pay for the restoration, that was a part of my insurance claim, and my insurance company would have sent out their own restoration company, so that was completely unhelpful. Also, why should I have to pay a deductible for a problem that they created? They caused water damage in my garage, unmeasurable amounts of stress, and then their plumbing manager, tried to make it sound like they weee doing me some kind of a favor by sending out a restoration company, and now they are saying they are not going to get "paid" , for a problem that they caused. Additionally, their tech, who stated, that this was a "family company" and that I could contact him any time, if there was a problem, stopped responding when there actually was a problem. So there sss not a reason to "update" them. I only recently found out that I am being dropped from my homeowners insurance, but also that I am not even eligible for new insurance, and when I am my rates will be astronomically higher. I do not accept Bumble Breezes response, as 90 percent of it was not true. Please let me know where I can insert pics. Business Response /* (4000, 10, 2022/08/30) */ Wes L*****(tech) turned off water and opened hose connection to drain the rest of water in system. The water was still going into tank when we got there. Wes was asked this morning about this call, and he clearly remembers letting the customer know that he will be turning off water and turning on the hose to drain the system out. Regardless of water being off or on when we got there, There was water present in the water heater pan and on the floor in front of stand. The picture that was provided by you in conversation with other company shows water in these areas and our attached photo from Wes L***** when he arrived verifies this. Again, this is your water heater that leaked. These are the facts: *Your water heater leaked and there was water present in the pan and floor when we arrived *Water does not puddle in pan and on your garage floor without wetting your stand. You clearly state in your conversation on a recorded line that your water heater "exploded" .....and you "heard it from inside the house"...."original one was shooting out....Sean's water heater was only leaking all night" *We installed water heater and returned the next day to fix an issue on the water heater *With your approval ******* restoration started the dry-out/tear-out process which involves removing water heater from stand and putting on temporary stand to still provide hot water until stand repairs and dry out is done *We are/were waiting to come back out to install water heater in original location. We NEVER refused to come back out or charged extra for this service. ultimately we can either come back and finish installing the water heater or you can choose to refund $250 and you can have another contractor finish your work. Choosing the refund option will void any warranty of any work or products we installed. Consumer Response /* (4200, 12, 2022/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. I am not disputing the fact that there was water present in my garage, when their salesperson arrived. I am stating that there was not enough water present to cause any damage to my garage, that required anything other than a quick mop up of the puddles on the floor. 2. I never said Bumble Breeze refused to come back out to replace the water. I do not want them to come back out, as they have currently refused to take any responsibility for the fact that they did not install my water heater correctly. If they did something wrong again, they would not take responsibility for that either, and so I would not have them come back out, to do anything at my property, as I would risk having the same issues with them. These are the facts: 1. My previous water heater leaked water for 2 minutes. 2. The water heater that Bumble Breeze installed incorrectly, leaked water for 18 hours. When we discovered the leak the next afternoon, a second tech from. Unable Breeze, had to come out and reinstall the water heater correctly. He stated that "a connection at the top had not been tightened properly". The amount of time that passed between the installation, and the time the leak was discovered caused water damage to the pedestal and the wall behind it. The claim for the water damage caused me to be dropped by my insurance, and my new insurance rates will now be double. Additionally, the entire process has caused me an immeasurable amount of stress. 3. Bumble Breeze has refused to admit, nor take responsibility for the mistake that was made, continuously trying to deflect away from the actual issue, and using vague phrases that perpetuate them not taking responsibility for their mistake. There was not an "issue" with the water heater that they installed, as they stated. Their was an "issue" with the way the water heater was installed. Their own employee stated this. 4. Bumble Breeze is stating that they believed my water heater pedestal to be "saturated" previous to their arrival. This would pose the question of why this was never mentioned by their salesperson, nor their technician. This would also pose the question as to why they installed a brand new water heater on a water heater pedestal they believed to be "saturated". The answer would be that they didn't, because it was not " saturated " prior to their arrival. Business Response /* (4000, 14, 2022/09/07) */ As stated before we will gladly come back and install the water heater as long as the stand has been repaired or refund $250 and void all warranties. This is where we stand.

• Initial Complaint

  Date:06/30/2022

  Type:Customer Service 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 purchased a 10 year warranty with this company. I've had the A/c unit for 1 year and I have a coolant leakage problem. I asked the company to please fix it and they told me this was not covered under the warranty. I asked for a copy of the warranty and they have not sent it

  

  Business Response

  Date: 08/27/2022

  Business Response /* (1000, 5, 2022/07/08) */ Mr. ***** purchased his ******* 4 ton 16 SEER package gas system on 03/1/2019 with a manufactures 10 year parts and 10 year labor warranty. Mr ***** was given during install and emailed a copy of his manufacture warranty. Technician was misinformed on Mr. *****'s warranty when stating cost on repairs. Consumer Response /* (3000, 7, 2022/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have an extensive history of maleficence by Bumble Breeze Air in regard to this issue. Their response that their tech din does not understand the warranty is not the issue. Their Tech Mr. **** gave estimates of over $5000 needed repairs to the AC unit when all he was supposed to do was a routine spring checkup. This is a classic RIP OFF trying to take advantage of a senior/veteran, how can a follow up by another Tech by Bumble state no defect??? I stand by this complaint 100% and need a live hearing. *** ***** Business Response /* (4000, 9, 2022/07/14) */ I'm not sure why Mr. ***** is stating that he's had several issues with Bumble Breeze. We've been to Mr. *****'s home seven times since his system was installed in 2019 and has only been charged twice. Both times were for his maintenance agreement renewal. With Mr. *****'s manufacture warranty he is free to use whatever Contractor he wishes and still have the benefits of his 10 year parts and labor warranty.