ComplaintsforRoscoe Brown, Inc.

• Initial Complaint

  07/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Roscoe brown notified me today that they will honor my request for a full refund but only reimburse me part of the payment or nothing I'm sure they will want me to sign a waiver not holding them responsible for the water damage on 3 ceilings and nothing working correctly, they damaged my dehumidifier it was working prior to them touching it the furnace is still leaking condensation and vents. My contract was for 9500. And they are saying that we're they had to pay for damages that they did and acknowledge totaling over 2200 that I'm only going to get back around 7250. I sent them an email explaining that I did pay the 9500 and would like the refund expedited due to the humidity is still causing water damage and the humidity is 67 and they have new about all this damage for a month now and causing a hardship living here . Roscoe replied stating I will not be getting the full refund not a penny over what they are offering and that they will call when the check is ready this company had fraudulent had me sign 2 contracts guaranteed the humidity issues would be fixed and everything they touch gets worst I don't feel that I should have to pay for this companies mistake they stated that we never paid them the 9500 because a wrote another check for 72500. After they told me to deduct the cost of out side companies coming in to repair damage that they caused this company is full of con men liars and fraud fraud fraud

  

  Business response

  07/20/2022

  Business Response /* (1000, 5, 2022/07/14) */ Roscoe Brown has issued a refund to Mr.****** for the full amount we were paid. Mr.****** was notified on Tuesday, July 5th that the refund check is available to pick up at our office.

• Initial Complaint

  03/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a heating/cooling unit that was installed for a new build. The until apparently is the correct size for our home; however, it does not heat the entire house. My children's rooms are extremely cold and we have told them this numerous times. They have come out several times and the issue is not resolved. They have also ignored our complaints the past few weeks and have had two no call no shows the past few weeks. All winter we have altered our work schedule in order to get this resolved and meet them but they are not taking us serious. Our gas bill is higher because we have to turn up our heat to properly heat the portion of the home that is much colder also resulting in other areas being extremely hot. With the purchase of an almost $20k unit, we should not be ignored or cold.

  

  Business response

  04/07/2022

  Business Response /* (1000, 5, 2022/03/31) */ The general manager of our Tullahoma location has spoken to Mr. ****** and is going to the ****** home tomorrow, Friday, April 1, to make necessary repairs so the unit will run properly and keep all rooms in their home a comfortable temperature.

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  repair to the furnace and replacement of bathroom vents not working correctly. These issues were brought to ******* ***** attention and they have sent multiple people to the house but no repairs were done to fix the problems 2 of the people suggested if we would have to pay more .

  

  Business response

  02/09/2022

  Consumer Response /* (131, 9, 2022/02/03) */ ***Document Attached*** Here is the contract that I signed Business Response /* (1000, 13, 2022/02/09) */ Contact Name and Title: **** *********, Dir Mktg Contact Phone: XXX-XXX-XXXX Contact Email: **********@roscoebrown.com Our original call to Mr. *****'s home was to address issues with high humidity in his home. We quoted several modifications, which included replacing his furnace with one that is appropriate for the existing HVAC system, installing new thermostats with humidity control, and replacing his bath exhaust fans with humidity control. We have a proposal signed by Mr. ***** for all of these modifications. After the work was completed, we returned to his home for two more issues - one for heat, or lack thereof, in the upstairs bedrooms and one for the downstairs' bathroom fan. After inspection of the issues, our recommendation to Mr. ***** was to install a different thermostat upstairs that will allow for remote temperature monitoring and also replace the bath fan with one that is controlled from the light switch, as the bathroom is currently wired. If Mr. ***** agrees, we will not charge for any additional costs we incur on the upstairs thermostat and will give a credit of $100 toward his original agreement for replacing the downstairs bath fan with a model that does not have humidity control. We will require payment on the open invoice for the previous work before proceeding with any of these changes. Consumer Response /* (3000, 15, 2022/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is not correct the contract states that the furnace would be replaced to its original unit and three bathroom fans would be replaced to humidity sensing fans and 2 thermostats would be wired to monitor humidity inside and out the day after insulation we had to call Roscoe ***** because we had no heat they sent a tech out on that Monday who informed us that they installed the wiring incorrectly and he got the furnace to work but couldn't fix the down stairs fan. I called ***** because we were hearing a bang when the furnace was turned on and that our 2nd floor loft would get 10 degrees hotter than the down stairs temp he replied it wasn't his problem but he would send a tech out, the banging was due to the furnace not installed correctly to the floor the tech put another leg under it and stopped the banging sound but he stated that he couldn't fix the fan or the over heating in the loft area, ***** got ***** to call me who sent a tech out the tech stated that he wasn't there to fix the problem but to take pictures and to find a solution that had nothing to do with their work, he stated that we needed a damper and would have to pay I requested to meet with ***** at my home he came and stated that it was the damper and that the fan in the bathroom in fact didn't work and he would send **** to repair, **** came and said he fixed the issue in the loft with a balance and that the fan is working correctly down stairs but he would replace and he would send fans to me to approve and we would have to wait for the humidity because it has to be high on the day he comes, that night the loft was 10 degrees higher my wife called **** and he stated he dosnt work weekends and he would be there Monday he never showed and sent tech **** who wanted to cut a vent in the furnace closet to let the heat out so that the loft wouldn't get hot or put in sensors into the bedrooms that would turn on the furnace witch will also heat my loft even higher, **** stated that the fan would have to be wired by an electrician and is to be my cost and the only way to fix the temp issue In my loft is to replace the furnace. Roscoe ***** took over 9500 dollars from me and the humidity, furnace and fan doesn't work I asked Roscoe ***** to repair by February 15 or they can take the furnace and fans out and return my money so that I can have another company fix and yes I did pay them in full fighting now for my money back if don't fix . Also they have sent no pics of fans and also are ignoring my emails since Jan XX XXXX Business Response /* (4000, 17, 2022/02/15) */ As does Mr. *****, we would like to get this matter settled to his liking. We would like the opportunity to discuss with him the options available to fix the issues, either by phone, at our office, or his home. Consumer Response /* (3000, 21, 2022/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I haves reached out twice to **** from Roscoe ***** my last email was sent on 1/31/2022 asking him to send me the option for the fans and he never replied, I also emailed him that if he didn't reply by 2/15/2022 I would hirer another company to do the repairs and that he could take back what they installed. Idid call in another company who can fix the repairs or replace the furnace and vents this would be the 5th time they would come here and not fix. If Roscoe ***** is serious about their warranty and are ready to replace the vent then yes if they respond if not I would like a complete refund and they can take parts back and I will proceed with another company. Business Response /* (4000, 23, 2022/02/16) */ Please see the resolutions listed below to the two issues that you showed concern. 1. Downstairs bath fan: The issue you are experiencing is related to not having constant power to the bath fan. This will not allow the fan to operate unless the light switch is on and there is enough humidity to allow the fan to operate. Our solution would be to disable the humidity sensor and allow the fan to operate y the light switch. 2. Upstairs System keeping bedrooms cool, but thermostat is satisfied: This is caused by the downstairs zone operating and pulling return air upstairs. Our solution would be to relocate the upstairs thermostat into a upstairs bedroom. If you agree to our suggested resolutions, we are ready to come to your home and make these changes for you. Consumer Response /* (3000, 27, 2022/02/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) hi **** there are actually 3 issues that i addressed with roscoe ***** and you should be aware of, 1. the first issue is the down stairs humidity fan, we paid roscoe ***** to have a humidity sensing light fan installed in our downstairs restroom **** headed the insulation and said it would be no problem when installing he told myself that plumbing was in the way and he had to order another low profile fan after insulation the fan worked correctly for about 2 weeks i reported to **** and he sent a tech down to repair he played with some wires and got it working, a week later it acted up again by this time your vice president ***** ******* reached out and sent a tech here to look at the furnace and fan he stated that the furnace needed dampers and i would have to pay for them and that he didn't know what was wrong with the fan . I requested ***** to come to my home for himself, ***** looked at the furnace and fan and stated that he would have both issues resolved free of charge.On 1/17/2022 ***** reached out to me by email letting me know that he ordered the replacement fan. he also sent that to ******** card stating he was waiting for it to come in. **** you came to my home and said that you fixed the heating issue and that all it need was to be balanced and stated that the humidity fan would never turn on when the light switch because its a humidity fan and when i asked you about ***** ordering the parts and calling the manufacture you said that he was wrong and that you would send me a list of fans that would do what i needed it to do, that never happened. the next day we called you and let you know that the upstairs issues in the loft was not fixed you replied that you don't work weekends and you would come to our home on monday. that monday a tech by the name of ***** came here and stated that we didnt have the wiring for that ceiling fan and that we would have to pay for an electricin we already paid roscoe ***** for the insulation, he also stated that the only way to fix the issue with the tempertures up stairs is to get a closed furnace. **** can you answer this question for me on your resolution for the bathroom humidity fan, we had a fan and humidity switch prior in our bathroom, we paid roscoe ***** to install 3 sensor humidity fans 2 of them work fine and one doesn't we paid for a sensor humidity fan that would run when the switch is turned on if roscoe ***** can not give us that than can they put back the old fan and switch and just refund us, or can you find a sensor humidity fan that works and install? 2: **** the second issue is not that our rooms our to cold, the second floor loft is getting 10 degrees hotter with just the thermostat down stairs turned on for example i turn the thermostat down stairs on 68 and even if the thermostat is set up stairs to off the temp rises to 78 degrees in the loft . ***** you tech stated that the heat is coming from the furnace closet heating 10 degrees higher. ****, are you telling me if we put the thermostat in another room upstairs that when I turn on the thermostat downstairs that it won't heat 10 degrees higher in my loft area ? please explain? 3: **** the third issue is on several occasions the humidity in the house went to 65 even though we had it set to 45 so that means the dehumidifier is not working correctly. we notified and pictures to roscoe ***** **** and ***** and they said that this issue would have to be addressed when the humidity is higher so i dont even know if this is fixed. **** i have lived here for the last 3 years and my loft never heated 10 degrees higher in fact i could set my down stairs to 69 and have my up stairs stay at 64. **** i just want what we paid for and as i stated before , if roscoe ***** was not capable of doing the job and what i asked for then they shouldn't of took the job, if you can not get these issues situated in a timely manner please you can refund me what i paid and i will hire someone else to fix and you can have your parts back which include the furnace and 3 humidity fans thank you ***** ***** Business Response /* (4000, 29, 2022/02/18) */ Mr. *****, Please see repair options below. Solution to Issue #1. Downstairs Bath Fan Option 1 After confirming this will correct the issue, rewire fan to allow constant voltage, and replace bath fan with the same model FV-0510VSL1 at no additional cost. Option 2 Refund $200.00 and Roscoe ***** will return to install a standard bath fan that operates from a wall switch. Solution for Issue #2 Temperature difference Upstairs Thermostat Option 1 Relocate Upstairs thermostat to inside Bedroom. The reason the thermostat is reading a higher temperature is due to the upstairs return pulling hot air up from downstairs, not because the closet that the furnace is in. moving the thermostat will ensure proper system cycling and give more even temperatures. Option2 Install a temporary control in bedroom to confirm above theory. Solution for Issue #3 High Humidity High humidity was not experienced during my visit and will need to be diagnosed further. Please let us know when we can schedule these repairs. Thank You Business Response /* (4000, 36, 2022/02/21) */ Mr. *****, we will be at your home at 8:00 am this Thursday, February 24, to begin the repairs to resolve the issues. Consumer Response /* (2000, 40, 2022/02/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) We sat and discussed our issues and concerns with Roscoe ***** . At the end of Roscoe browns visit we sat again and went step by step on to resolve the issues going on very satisfied and hopeful that the issues will be resolved. Consumer Response /* (3000, 45, 2022/04/01) */ Roscoe ***** came down and tried to fix some of the issues but were unable to when sitting down with **** he stated that if they couldn't repair than we were welcome to a full refund it we left the parts out side of our house we did that with the humidity fan and I have left several emails with no response and they never picked up their parts. Please reopen this complaint thank you Consumer Response /* (2010, 49, 2022/04/21) */ We have reached an agreement with Roscoe *****

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am seeking full reimbursement of $1,761.00 for the cost of repairs to my air conditioning system as a result of poor work performed by Roscoe *****, 959 N Thompson Ln, Murfreesboro, TN XXXXX. X (XXX) XXX-XXXX. I had to rely on another company to fix my system on Oct 10, 2021. It cost $275.00. Then, the system went down again and a bigger issue was discovered. It was repaired on Nov. XX XXXX at a cost of $1,761.00. All of this is because of poor service and work by Roscoe ***** during the bi-annual check-up and at the time of installation of the unit in 2017. I have provided full details, dates and invoices and photos to prove my claim. It is titled Letter to BBB. ******* ****** *************** Dr Murfreesboro, TN XXXXX

  

  Business response

  12/20/2021

  Business Response /* (1000, 7, 2021/12/16) */ As evidenced by the pictures Mr. ****** provided, there was an issue with the copper line set, attaching the indoor unit to outdoor unit. There are a few ways this could have occurred, either during the installation of the unit, or perhaps by another trade in the construction of the house. Since there's no way to know for sure, we will reimburse Mr. ****** $1,761.00, the full amount of his repairs from the other company. We do appreciate Mr. ******'s business. Consumer Response /* (2000, 9, 2021/12/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contacted Roscoe ***** to have a tech come and assess a problem I was having with the return inside the house. The tech thought the blower motor bushings were a little loose, therefore, causing the loud vibration sound. He said in order to fix the issue, he would have to sweat/pump down the unit in order to get the motor out to fix the bushings. He stated this would cost $350/hr for labor and it would take approximately 3.5 hours to fix. I WAS STUNNED that they would charge $1300 for something like this! I paid the $85 evaluation fee and declined to proceed with paying this outrageous amount. I quickly got a second opinion from another company. They were appalled at what I was told and quoted. They advised that my warranty still covered to have a new blower motor installed with only paying a flat $175 fee for the tech's labor. By replacing the motor, this completely resolved the issue. I demand that Roscoe Brown refund my $85 that I paid them and to stop ripping people off!!!

  

  Business response

  09/24/2021

  Business Response /* (1000, 5, 2021/09/23) */ The technician should have checked the warranty for the unit before quoting the customer any pricing. This incident has been discussed with the technician and we are sorry for the misinformation given to the customer. We are refunding the customer $85 for the evaluation fee. Consumer Response /* (2000, 7, 2021/09/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the business' response to this complaint.

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