ComplaintsforB & W Air, Inc.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The customer service and lack of efficiency are frightening. I have an upstairs and a downstairs unit in my home that was built 4 years ago. Each year, when we switch from heat to air, my upstairs unit stops working. For 4 years, they've continued to send someone to my home for service calls, and charge me each year for it. Today, the owner just noticed it as I was calling her cell phone (for the 2nd time because the first call wasn't returned) to complain about a service issue, and her tone went from condescending to humble as she offered to refund the service calls I should not have been charged for. After 4 years of paying unnecessary fees, they determined that I must have a leak...and now they're working to figure out when someone can come to correct the issue....this is after waiting exactly one week for a simple call back after my most recent service call where the issue wasn't resolved.That's not the kicker...During the last quarter of last year, they sent one of their technicians to my home...to say that he was sketchy would be an understatement. He tried to overcharge me for *****, have me pay him cash (which wasn't a practice ), and tried to have me hire him on the side saying that he'd do it cheaper. Being the honest person that I am, I declined, told him I'd pay full price through the company, and reported it to the owner, *******. I also asked that she not have him return to my home.She called me, immediately, apologetic and grateful, and offered to take money off of something. She then asked me if I'd allow that same tech to come back, so that she could set him up/catch him in the act of his dishonesty. I told her that she was ultimately asking me to put myself and children in danger, and declined.

  Business response

  06/01/2023

  Wow! To say that I am completely baffled by ************* stance is an understatement!  ************* purchased her home in July 2019; which was 2 1/2 years before I purchased this company; which was explained to her at the time I spoke with her.  During the 4 years that she has owned her home, she has made (2) - $125.00 payments, one which I refunded to her because she conveyed the information about the dishonest employee! So she paid a total of $125.00 in 4 years!  As to that employee, he was fired that very day (6/14/22) and I told her that type of behaviour was NOT indicative of my company standards and that due to the inability to find labor during covid that I had hired new employees to work with existing employees to prevent something like this from happening! It obviously didn't work! When the crew arrived at her home, the dishonest employee (while the other man was elsewhere) explained that she needed freon and stated our price (not trying to overcharge her, she told me this herself when we spoke) then the situation went south because the thief then went on to state that if she went to get cash he would complete the call for half price!  At that time, ************* called my office and they called me and asked that I call her and I did (that's how she had my personal cell #) I was overwhelmed with gratitude that she was an honest woman and not only verbally thanked her but gave her the $1000 evaporator coil replacement that she needed on her downstairs system free of charge (this was the money that she is speaking about where I took something off; wow)!  The original $125.00 that ************* was charged was to clean her condensing units & filters and happened the year before the dishonest person arrived!  Fast forward to this year, ************* did in fact call my personal cell # (bypassing my office) I did NOT answer or return the call that day as I was having a medical procedure and not at work.  She did call the next day and I answered and spoke with her the problem was the same as the last year, but now on the upstairs unit.  I made the decision again totally based on the honesty of the previous year to again GIVE her a $1000 evaporator coil replacement on the upstairs system!  The condescension that she's speaking of; came from the fact that when my technicians went to her home to replace the upstairs coil, I went there to personally refund the $125.00 payment with the admonishment that the neglect of condensing coils & filter changes (which were dirty again) will in fact continue to damage her equipment and I will not take further responsibility to which her response was ..."are we done here?"  I am unaware of ANY unnecessary fees that ************* has ever paid (I checked the previous owner's records as well)!  My agreement with the previous owner was to honor any and all warranties, but ************* did not have any warranty left on her year; it ended in 2020!  I gave her $2000 worth of equipment in 2 years because of her helping rid my company of a thief but OMG that fact that she would try to besmirch my company's reputation because she viewed my explanation of her issue as condescending is absolutely unbelievable!  I have $2000 invested in her property in 2 years in repayment for her honesty about what that thief tried to do (I told her at the time that I could never repay her I guess this is putting that to the test) and she has $125.00 in 4 years, what exactly would she like refunded & why?

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