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Complaint Details
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Initial Complaint
06/28/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
There is no excuse for poor communication. After diagnosis of issue, I was told on a Thursday that the parts would be on Monday, that I should be hearing from dispatch to schedule what time on Monday. No calls on Friday, no calls on Monday morning. Because of no communication, I called the office around 10am. I was told the Parts Manager had not made it in yet, further the dispatcher would discuss with him and call me back. After 2 hours around 12:15, I called back. ****, the receptionist told me the Parts Manager had came in and was out again at lunch break. When I asked why I had not heard from dispatcher, she told me she 'thinks' the parts are on back order. But, she would have a Manager call me. I waited another 3ish hours; nothing, no call, no email... ***** So at 3:40, I call back again. Apparently, ****, the technician that done diagnosis, had been unreachable...but they did say he ordered the parts himself...curious if he was unreachable how they knew he one, ordered the parts himself, and two, that the parts were back ordered??? Curious! Untrustworthy comes to my mind, as well as, lack of leadership that gives a ****.Since I was referred to these guys by a commercial business friend, I for one, will do my best to get that service contract canceled as well. If the parts were ordered, and it was out of stock that understandable. I waited 4 Days...for a Business that claims 24hr Service, a call to inform me should have been easy enough to make. With 107+ degree heat in SA, the business ethics are crap! UPDATE: Turns out that the parts were never ordered. Today, ******* called to inform me that the parts would be here in 5 days "maybe". Thank God, I called another Company which had it fixed in a day. I was charged $89 for really nothing but showing up. I would like a refund.
Business response
06/28/2023
Sorry about the issues in getting your system back online. With the hot weather, and extreme call volume, there were some ***** dropped. We will refund your $89 service fee.
Thank you
******* Rosenberg
President
Customer response
07/03/2023
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.
Regards,
*********************************Initial Complaint
04/14/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
04/08/2022 News4 *********** advertising Cooling/Heating Tuneup for $99. When calling Rosenberg they say they will not honor advertisement. They charge $99. for either service not both. False advertising? Please inform.Business response
04/14/2022
*******,
We apologize for any confusion that this ad caused. This ad was put up by mistake and has since been removed. We offer a cooling tune-up for this price. The combo tune-up includes both a heating and cooling tune-up together, which we charge a different price for. We are happy to honor this price and perform a combo tune-up for you. I will reach out to you by phone.
Thank you
******* Rosenberg
President
Customer response
04/25/2022
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.
Regards,
***************************
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.