Complaints

• Initial Complaint

  05/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife called recker and boerger to repair an ac they had installed at our property 2 years earlier. We asked that we be called before they came. We never heard anything from the company and authorized nothing but have been charged $395. I don't know if this is standard operating procedure or perhaps they were trying to take advantage as my wife has an accent.

  Business response

  05/31/2022

  I’m sorry that you feel the need to say that Recker and Boerger would take advantage of anyone. Let alone a female who has an accent. That’s low. If you would have answered your phone when my technician called or called him back after you got his voicemail you would have known what the problem was and what it would have cost. Your wife gave approval. If you don’t think she should be giving approval maybe that’s a conversation you and her need to have. That’s not a conversation my technician is going to be involved in with a homeowner. Unreal. I have attached a screen shot of the technicians phone log where he called you. Please do not contact Recker and Boerger ever again. Any other company can take on the remainder of your warranty. It’s through the manufacturers and not us. Now that you’ve had cooling for a week you want to go to the BBB and make accusations that we take advantage of women with accents. Unbelievable. Best of luck and please stop calling and harassing my staff with your demands for a billing adjustment. Answer your phone next time. You sure were in a hurry to pick up your phone and call for service but now that you have cooling you want to complain. The customer is not always correct, especially in this situation. Your account will be marked accordingly first thing tomorrow morning. 

  Customer response

  06/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  My wife nor I spoke to anyone the day of service and we did not authorize anything.
  
  Regards,
  
  **** *****
  

  Business response

  06/06/2022

  I stand corrected and I apologize. The only person the technician was able to speak to was the tenant. The homeowners never answered their phone and never called him back to give approval. We will refund $146 so the customer is only responsible for the service call of $249 that they were quoted on the phone and will contact the customer ASAP to have the tech stop by and remove the part he replaced so the customer can find another contractor to make the repair. 

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an new air conditioning unit 8/12/2021, used it until the first of October. Turned it back on 4/23/22 and it would not turn on. Husband checked fuses and saw one was blown. Put in another fuse, and it blew. Called R/B at 4:50 10 minutes before closing time and they wanted to charge 248.00 service fee because it was an emergency. Man came out this morning and said the transformer was blown due to the thermostat being wired incorrectly. When it was installed, the man checked and "fixed" the thermostat back in August. So today I get a bill for $426.00 even though I have had it only 8 months and used it two months. The guy today told my husband "we don't do thermostats". So, why did the original installer mess with the thermostat and why did this man "rewire it because it was wrong?" I will NEVER EVER use this company again and I will post all over social media never to use them. They are crooks, liars and thieves especially to us elderly.

  Business response

  04/25/2022

  Good afternoon-

    We’re sorry you feel that way. We did in fact install your air conditioner in August of 2021. We did not install the thermostat. That was part of the existing system. This would not be covered by the warranty on the new ac. We are sorry that it created an issue with the ac not being able to cool but we cannot warranty this because it’s not from the manufacturer of the ac. The service call and part price for a thermostat replacement is $395, as is any similar repair. The transformer would fall under that category as well. The technician gave you a price break because both had failed. I’m sorry you chose to slander Recker and Boerger on the web instead of emailing in and discussing this with our service manager and trying to work this out amicably. We wish you the best of luck with your future service providers and hopefully they will warranty something completely for you, that you did not buy through them, and you do not have a monthly service contract with them. 
  

  Customer response

  04/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* ******

   

  i want to know why they said they don’t mess with thermostats and obviously they do and why they carry them in their truck if they don’t mess with thermostats. Yes the thermostat was there back in August when it was installed but that installer “ messed with the thermostat “. All they had to do was tell us that on the beginning and we would have gotten our own electrician to fix it. You did not want to honor any warranty because you can charge customers more than what you get from a warranty. Bad business.  You’ll. Never get my money again. I should have gone with Arlinghouse as recommended. Lesson learned. I’ll bad mouth you all to my patients and anyone who will listen 

• Initial Complaint

  04/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called this company to come fix my furnace (which they installed) because it was only working intermittently. When the service tech came, he claimed it was the board and he needed to order a new one. He continued to mess with the wire that had the bad connection, pressing on it trying to get it to stay in place. He did so several times and the furnace would come on and then cut off after a few seconds. He pressed one last time, forcefully, and a huge spark flew and the furnace threw the breaker. The furnace never worked again due to his actions. I had another technician come from another company and learned that multiple things were now fried. I attempted to complain about this experience but could not get a response. I also attempted to use the link provided to pay the bill, but the total said it was $0. I assumed it was due to his error and the fact that he knew that he had officially ruined my furnace but evidently, the link expires after a specified time frame. I received one call during the day from Recker and Boerger and they said they would call me back later that day when I could get my card, since they said they couldn't charge my R&B card. They never called back and when I called, there was no answer. They later called me again for payment. I tried to explain the issue and the associate rudely cut me off and said, "ok so can you pay what you owe now?" I provided my credit card information and we got off the phone... only for me to receive a letter several days later that claimed that I "ignored (their) previous attempts to resolve this situation..." and threatened to report me to the Credit Breau and a collection agency, despite the fact that I had attempted to pay the bill three times and I had already paid the bill. I've been a loyal costumer for at least 15 years but my past few experiences have been horrid. They were rude and disrespectful and didn't even attempt to account for their technicians behavior that cost me thousands of dollars.

  Business response

  04/19/2022

  Good morning-

    this is the first that the service manager has heard about this we were out for the service call on 12/7/21. The customer was advised that the service call which includes the truck, trip, diagnosis, and first 30 minutes of the repair is $249.00 that will also go towards the price of the repair. If the customer chooses not to have Recker and Boerger make the repair we collect that fee and are done. The control board was malfunctioning so it needed to be replaced as the technicians notes describe. That is all the information provided, along with a picture of the unit and the technicians test instruments. 

  Business response

  04/21/2022

  Again, this was over 4.5 months ago and you did not ask to speak to the service manager or we would have given you their contact information. I’m sorry that it has now become an issue 4.5 months later but there is nothing that we can do for you after that amount of time has passed. Just because another company convinced you to buy a new system does not mean that Recker and Boerger’s technician was incorrect in his diagnosis. A control board can short out and trip the. Realer. That doesn’t mean it has fried everything. A new control board could have fixed the problem; the problem being a bad control board. Instead you bought a new system. That was a more expensive fix but it did fix your problem. We gave you the same options, new board or new system. We can’t tell you whether or not there was more damage caused because you had another company replace the unit. If you would have contacted us right away we could have likely helped if in fact there was more damage. There is absolutely no way to tell 4.5 months later.

  Customer response

  04/21/2022

  ****** ******** *******
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  
  ****** *****
  
  I've stated several times that I attempted to complain about the service. Your operators failed to connect me to the appropriate department so I could talk to you right after this happened. I don't work for your company, so I did not know that I was supposed to specifically request a service manager. I did, however, call and ask to speak to someone, to no avail. Additionally, I called your company and technician several times the day after the mini explosion and eventually the technician called me back and said he couldn't find the board in the city and I would have to be without heat for several additional days while I wait for it to come in. I called off work that day because he assured me the day prior that your company could fix it that day, and I didn't get a response from the technician fot deveral hours. After he told me I had to wait even longer, I called another company who found a board in Cincinnati a few hours later, so I let them come to install the board. The breaker didn't trip because of the bad board, it tripped because your technician was applying great amounts of pressure to the wire in said board in an attempt to get the wire to stay in place so that the furnace would come on. I watched him do it. I also observed how he was unable to get it to start, even a little bit, after the sparks flew. I'm not denying that the board was bad, I'm stating that his actions exacerbated the issue.
  
  There is also the issue of your billing department. I attempted to pay the bill several times, in addition to attempting to talk to someone about my experience, and their inability to follow through to receive the payment yet claiming that I was ignoring their attempts to receive payment. This entire situation has been bizarre and despite being a long term customer, I'll just have to take my business elsewhere.
  

• Initial Complaint

  01/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a refrigerator recently from the *** ****** location. I signed up for the 6 month financing. The female sales rep that I worked with entered my name incorrectly when she ran the credit (which I found out later). She said that everything went through. I never received anything from the bank (no card, no bills, etc). I found out that the sales rep entered the incorrect name, but correct SS# and birthdate, on the credit application (i never received a copy of the application, just my bill which was correct.. I called the store as soon as I found out and was told by accounting that they cannot fix it, I need to correct it. The bank would not speak with me since my name was not on the account. Now my account went to collections and it is on my record since the ss# is correct, even though the name was incorrect. The sales rep never apologized for her mistake, she was very rude with me in the store when I asked her about. I was able to get through to someone at the bank finally and had to pay the entire balance off to get it out of collections. so much for 6 months same as cash.....and now I have a hit on my credit report. The bank (collection agency) is filing a claim against them for the mistake they made.

  Business response

  01/20/2022

  Dear Sir,

  I am sorry for the wrong first name being entered. The bill was still valid though, and should have been paid. The reason you were sent to collections was that the payments were not made for the product, not because the first name was wrong. I am sorry you were confused by this. The financing company should report the full payment to the credit agency so that it is taken off. Thank you and again, I apologize.

  Recker and Boerger

  Customer response

  01/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I was receiving bills addressed to ****** ********* my name is ****** ********.  it is a federal offense to open mail not addressed to me, therefore I never received any bills to pay.    Once I realized the name was incorrect, due to Recker and Boergers error, I tried calling the bank and they would not help me since I was not ******.

   

  After many calls and a visit to Recker and Boerger, I was able to track down my account through the collection agency and get it straightened out, but it was too late, since it was already sent to collections.

   

  If the name was correct in the 1st place, then I would have been receiving the bills address to ******, but I didn't.

   

  Not once did the store accept their mistake and take ownership for their mistake.

   

  
  
  Regards,
  
  *** ********
  

  Business response

  01/27/2022

  I am sorry for Recker and Boerger associate typing in the wrong name in your application

  Most Sincerely

  Roma

  Customer response

  02/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  *** ********

   

  Recker and Boerger should take action a to assist in having the collections removed from my record.  The bank has filed an investigation as well with R&B.

  The company should also look at the reviews they have on this site and take action to improve their customer service, especially the Manager, Roma , who I saw had complaints filed against her.

*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. ↩