Complaints

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:08/09/2024

  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.

  8/7/24, early morning our A/C quit working properly. Found Beyer Boys had 24/7 service, called and scheduled for 8/7/24 between 9am-12pm, $130 charge to come and assess. Called Carrier A/C to verify warranty, valid until 10/9/2029 for parts. Called Beyer Boys and verified they would process warranty, was advised yes. Tech ****** ******* arrived around 10am, he assessed the unit and found capacitor was problem and needed to be replaced, part cost $281.70. ****** insisted our warranty was not valid because we were required to have annual inspections. While ****** waited, called Carrier again to verify the information he was telling us. Per Carrier it is recommended to have the unit inspected yearly but not required and the warranty is still valid. ****** then stated he would process the warranty, but would be charged a $226 warranty fee and that he didn't know how long this process might take. So, we either pay $226 or $281.70 to have part replaced. Without knowing a timeframe for the warranty to process via Beyer Boys, we opted to pay $281.70 and have part replaced immediately. ****** charged our credit card $130 for assessment and $281.70 for the part. Receipt was to be emailed, have yet to receive. Called Beyer Boys to inquire about the warranty fee and advised there was no fee. Then transferred to supervisor Julies voicemail and left message. Called her again, left voicemail. Called the third time, requested to speak with Julies supervisor, but he had left for the day. 8/8/24, called 10am to speak with *****, left another voicemail. No one from Beyer Boys has attempted to contact us. We have received diagnostic A/C report and solicitation to join their membership plan, nothing else. Need justification for the information ****** told us regarding warranty processing fee as without this misinformation, we would have only been out of pocket $130 opposed to $411.70. ****** sells A/C capacitors for $20 that are compatible for our A/C, that's quite a markup.

  

  Business Response

  Date: 09/10/2024

  The customer was sent a refund for the portion covered by the warranty

• Initial Complaint

  Date:08/10/2023

  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 July 27 the tech ****, came by and did a diagnostic on our ac unit. He said the unit was fine but the blower had gone bad. He tried to blame it on poor maintenance but we explained to him we change the filters monthly. He said we were told at the time they installed this unit in 2019, but we had not been told anything about other maintenance. He tried selling me on a silver plan for maintanence twice a year so they cN work on the unit. He left and the next day I paid $715 for a new blower. On Saturday July 29, tech *********************** came to install the blower. He did a diagnostic and determined our unit needed a compressor and tried to sell me on a new unit saying ours was old. I told him it's a 2019 and was I stalled by his company. I didn't have a warranty on labor so they kept trying to tell me it was our fault we didn't read the agreement because he said it stated on it we needed to hire them every year and have a service agreement for parts. He then told me the compressor was $3100 but a unit was $4000. We told him to leave and he did.

  

  Business Response

  Date: 08/10/2023

  This customer has some history with us. They installed the system in 2019. When we installed it, they got a homeowner packet which includes info on maintenance and explains the requirement by the manufacture for annual maintenance to be done on the equipment to keep the warranty valid.In Feb. 2020 we did a complimentary maintenance on the new system and left a recommendation to sign up for regular maintenance on that time. Customer declined. January 2022, they had a service call and found a bad breaker which we replaced under warranty but also noted the indoor coil was dirty and should be cleaned. Customer declined on the cleaning of the indoor coil at that time.July 22, 2023, customer called for maintenance and unit not cooling but later called and cancelled due to not being able to provide payment.  On July 27th they called back in and stated they had another company out and stated they needed refrigerant, but the other company could not add refrigerant at the time. They called us to see if we could add refrigerant to the system. We gave them an estimate for the price of refrigerant, and they declined. Later that afternoon they called back stating the blower wasnt coming on, we quoted our service fee and let them know due to previous payment history we needed to collect the service fee upfront, they declined service due to the fee. They called that same evening saying they were able to provide payment for the service fee, so we set up a call that night to come and diagnose the issue. At 8 p.m. that evening ***** went out and found the blower motor was electrically shorted out. There was a lot of buildup on the blower wheel, lots of animal fur in the blower and coil section of the unit. He informed customer the failure was due to lack of maintenance. ***** also informed the customer that the manufacture could possibly deny the warranty because of the lack of maintenance. ***** also found a minor drain issue which could cause some water damage. ******** stated he was aware, and he is the one who removed the *** cap. ***** caped the drain so there would not be a potential issue, at no cost to the customer. At that point, the gentleman became belligerent with the tech stating he was going to take legal action and told tech to get the F*ck out of his house. ***** left an estimate for the blower motor and for maintenance. On Saturday, the lady called in stating they had the money for the motor and requested we come to replace the motor. We opened Lennox after hours on Saturday and picked up the motor and sent ***** out to replace the motor. ***** replaced the motor and cleaned the blower wheel at no additional charge. This is something we typically charge for but did not due to customers hardship situation. After ***** replaced the motor, he found the unit was still not cooling very well. He went to the outdoor unit and found the outdoor unit was extremely dirty and the compressor was working extremely hard and has higher than normal pressures. He then recommended maintenance and they declined. I told ***** to go ahead and clean the condenser, no charge due to the customers hardship so we can see if that would improve the cooling. He cleaned the unit,returned unit to service, and confirmed the compressor is mechanically damaged due to unit not being properly maintained. By this time, the gentleman came back out to talk with ***** became belligerent again and told ***** to get the F*ck out of their house. He left an estimate to replace the compressor and left.  

  Customer Answer

  Date: 08/10/2023

  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

  Date:06/14/2023

  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.

  As a background, I have been a Beyer Boys customer for the last 4 years since they installed a Lennox coil on one of my units. Since then, I have been paying for their maintenance agreements every year. Last time they came to my home for maintenance was this past April. Now it is early June and my second story AC unit is not working. It will not get below 78 degrees, which is the same exact symptom that happened when the coil leaked last time. I called Beyer Boys and they charged me $120 (the most expensive fee of any company that I talked to) to simply come and diagnose my issue. The technician ************************* came by and checked the system and indicated, in his words, that the pressure looked good, so he was very confident that the system didn't have a leak. He proceeded to check the *** valve, and then he said that my issue was that the *** valve wasn't opening. He then quoted me over $1,500 to replace an $80 part. I contacted two other companies for 2nd opinions, one of which is also a Lennox dealer, so they know what they are doing. Both technicians almost INSTANTLY diagnosed that the issue was that the coil was leaking! Like, within 5 minutes! ******************, however, wanted to charge me $200 (!!!) just to check for a leak, and this AFTER he was adamant that the coil wasn't leaking because I asked him why not change the coil under warranty, and he was very clear saying that the coil didn't have an issue, so ****** would not exchange it under warranty. Nonsense. I asked to talk with *********************, who is their service manager, and that experience had me cancel my maintenance membership and move on from Beyer Boys. He was very argumentative, he is impossible to reach, because it appears that at BB customers are not important, and he kept justifying the fact that his technician failed to properly diagnose the problem. He claimed that using a handheld machine to find a leak is ok at $200. This company does NOT care about customers, we are just another $ sign to them!!

  

  Business Response

  Date: 07/07/2023

  Customers are made aware of the $120 service fee before we send a technician to their residence. The diagnostic report given to the customer shows the pressures recorded. The pressures at that time were normal. The customer requested a leak check, and ************** offered a leak check for $200. The customer declined the leak check and declined the recommended repair of the *** valve. The customer wanted the coil changed out under warranty. However, it would be fraudulent to change out a coil when there is no proof there is a leak. 

  Customer Answer

  Date: 07/07/2023

  Complaint: 20181148
  
  I am rejecting this response because:
  

  That is just a false statement. I indicated that the system was exhibiting the same symptoms as when it had a leak the previous time; but the technician said that coil wasn't leaking. He was clear in saying that the coil wasn't leaking...so how could he had been so adamant if he didn't know? Because OBVIOUSLY he was WRONG, as proven by two other very well rated companies who also happen to be ****** certified dealers. They showed me the leak visually and also proved it with equipment, without trying to rob me like Beyer Boys did by asking for an additional $200! Also, I NEVER received any copy of any report indicating pressures, that is a lie. The issue at stake here is that the coil was under warranty, I paid a very high fee to Beyer Boys to come and tell me what was wrong with my system. They didn't.  They came and found anything to justify the charge. There was NOTHING wrong with my *** valve, the problem was that the coil was leaking! So, if I had paid them the $1,500 they wanted (outrageous!) just to replace the $80 *** valve, NOTHING WOULD HAD HAPPENED! The system would had continued giving me issues, since the coil was leaking! So then, there would have been like, "well, the *** valve was bad, so thatt was done properly. So now you need to pay us another $2k to replace your coil. You see how fraudulent this is? It is a ripoff! Also, they claim to be so high in moral horse, but when I called them and told them that two other companies had contradicted their technician and said IMMEDIATELY that there was a leak in the system, you know what they did?? Connect me to a "comfort specialist", which is a fancy term for a sales rep,  who then offered to replace my coil under warranty for $2.2k!! Are you kidding me!! So I asked their technician if the coil could be replaced under warranty and he said no because there was no leak...HOWEVER, I just say that two other companies found a leak and they apparently do NOT need any proof of their own at that point and immediately want the business!! See the absurdity of this company and the fraudulent behavior they are doing and trying to blame me for?? Just ridiciculous. If they were honest they would refund my $120 for a horrible job and customer service experience, but I will not hold my breath as this company is all about ripping customers off and taking every single ***** they can from customers. Good riddance!!

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

  

  Business Response

  Date: 08/08/2023

  Customers are made aware of the $120 service fee before we send a technician to their residence. The diagnostic report given to the customer shows the pressures recorded. The pressures at that time were normal. The customer requested a leak check, and ************** offered a leak check for $200. The customer declined the leak check and declined the recommended repair of the *** valve. The customer wanted the coil changed out under warranty. However, it would be fraudulent to change out a coil when there is no proof there is a leak. 

  Customer Answer

  Date: 08/08/2023

  Complaint: 20181148
  
  I am rejecting this response because:
  

  So, what great customer service where ******************** Boys just replies to my rebuttal with exactly the same message. Tells you a lot. So, again: That is just a false statement. I indicated that the system was exhibiting the same symptoms as when it had a leak the previous time; but the technician said that coil wasn't leaking. He was clear in saying that the coil wasn't leaking...so how could he had been so adamant if he didn't know and needed to test it? Again, he said very specifically that the coil was NOT leaking. OBVIOUSLY he was WRONG, as proven by two other very well rated companies who also happen to be Lennox certified dealers, so they are familiar with these units as well. They showed me the leak visually and also proved it with equipment, without trying to rob me like Beyer Boys did by asking for an additional $200! Also, I NEVER received any copy of any report indicating the pressures on my system, that is a lie. The issue at stake here is that the coil was under warranty, so I paid a (very high) fee to Beyer Boys to come and tell me what was wrong with my system. They didn't. They came and found/made up anything to justify the charge. There was NOTHING wrong with my *** valve, the problem was that the coil was leaking! So, if I had paid Beyer Boys the $1,500 they wanted (outrageous!) just to replace the $80 *** valve, NOTHING WOULD HAD HAPPENED or CHANGED! The system would still not cool, since, again, the coil was leaking! So then, Beyer Boys would have been like, "well, the *** valve was bad, so that was done properly. So now you need to pay us another $2k to replace your coil." You see how abusive and fraudulent this is? It is a ripoff! Also, they claim to be so high in their moral horse about submitting a claim for a coil under warranty when (according to them) it is not leaking, which proved two things: First, see how adamant they are that the coil is not leaking? But how do they know, if they didn't check!? Second, yet, when I called them and told them that two other companies had contradicted their technician and said IMMEDIATELY that there was a leak in the system, you know what they did?? Connect me with one of their "comfort specialists", which is a fancy term for a sales representative, who then offered to replace my coil UNDER WARRANTY for $2,200!! Are you kidding me!!?? Oh, but I thought that they needed to do their own leak check for $200 or otherwise it would be a fraudulent check! What proof did they have that my system coil was leaking? ZERO, NONE...I only had to say a different company checked it, and then they immediately wanted the bussines! Where is all the nonsense about having to check and what not?? Frauds!! So I asked their technician if the coil could be replaced under warranty and he said no because there was no leak...HOWEVER, I just say that two other companies found a leak and they apparently do NOT need any proof of their own at that point and immediately want the business!! See the absurdity of this company and the fraudulent behavior they are doing and trying to blame me for?? Just ridiciculous. If they were honest they would refund my $120 for a horrible diagnostic job and customer service experience, but I will not hold my breath as this company is all about ripping customers off and taking every single ***** they can from customers. Good riddance!!

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