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Complaint Details
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Initial Complaint
02/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 5/01/2023 I signed a maintenance contract with Campbell & Company which the company states, "reduces costly repairs and preventative maintenance on your equipment keeps it working efficiently". My first preventative maintenance inspection was performed on 10/17/2023. The technician specifically noted under VERIFY REFRIGERANT LINES ARE ISOLATED FROM FRICTION AND VIBRATION, "Completed". Ironically, 33 days later the entire heat pump system shut down. On 11/18/2023 another technician arrived to troubleshoot the problem. This technician states, "*** was fully closed due to the sensing bulb tube being completely split open from vibration". The technician stated to me, "this was caused from years of vibration". I was then quoted a price of $2,663.39 for this repair. After inspecting the *** sensing bulb for myself, I have a electrical degree, it appeared the line had been cut. I then contracted 2 different companies to inspect the *** valve and sensing bulb, each giving a quote for repairs. Both technicians agreed the sensing bulb appeared to have been cut in half. I hired a reputable company to perform the repair for $1,449.76. On January 3, 2024 I wrote a letter to Campbell & Company management describing my concerns, disappointment and frustration after they continued to bill me $258.00 for a diagnostic visit. I received absolutely no comment, explanation or apology. There was no concern from the company that one of their technicians may have cut the line, sabotaging the equipment, to generate a costly repair for the company. I fully expect Campbell & Company to cease from continuing to bill me for the diagnostic fee of $258.00, considering this repair appears to have been caused by their very own technician.
Business response
03/14/2024
During our maintenance visits, safety, efficiency, and reliability are our paramount concerns. We uphold stringent standards for our technicians, providing ongoing training and coaching to ensure that we consistently deliver service with integrity and competence to our valued customers. While no maintenance program can guarantee to prevent every failure, we do not claim such absolute efficacy in our literature or advertising.
Regarding the issue with the sensing bulb, I can assure you that ************** did not cut the line. What we did was take proactive measures to safeguard your system from further damage. It is best practice to protect the system by securing the leak, once a leak or break happens we pinch the copper to prevent moisture from entering a nonoperational system. If we where to leave that system open to atmospheric conditions it will compromise the integrity of that system and its future functionality.
Additionally, you agreed to a dispatch fee for our services prior to our visit to your home.
We have served you with integrity and competence, and we believe that your assertion is both unfair and inaccurate.
Customer response
03/22/2024
I responded immediately upon receiving the companies response. Please keep this open! Where is my response?Customer response
03/22/2024
I will rewrite my response and upload the pictures I sent on 3/14 for a second time in the morning. Please do not close this complaint. This is very disappointing.Customer response
04/05/2024
attachment includedInitial Complaint
09/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Technician was doing a air conditioner cleaning and was told not to touch the gas valve on the heater as the connector was sensitive to vibration. At the end of the visit the Technician wanted to sell a **** replacement gas valve because they wiggled it so the connector was now loose. The connector is about 1/4 inch out of place and the valve is likely damaged by the Technician. It was apparent they wanted to sell the replacment. If I can't get it to work I would like them to have someone else fix their damage.Business response
09/12/2023
When *******, **************, performed the maintenance, he found the cover for the burner compartment off the furnace and spoke to ****************** about it.He informed ******* that there was a loose connection at the molded plug on the gas valve. He left the door off, at the Mr. ******** request.
******* continued with his maintenance and troubleshot the valve. He recommended a new gas valve, along with a thermostat to replace the Nest with a failing display, EZ Trap and wet switch to help protect from water damage, duct cleaning, capacitor, contactor, and hard start for the outdoor unit.
******* went in to present his findings to ******************, told him the maintenance was complete and he had a few options for the system.Before he could make it any further, ****************** cut him off. He told ******* that he was not interested in being up sold and that he was unhappy ******* couldnt follow directions. Then opened the door and asked ******* to leave.
******* left, as requested, and then called *****************************, Service Manager, to update him on the situation. ****************** called in requesting to didnt want to terminate his service contract and that he did not wish to speak to a manager. We would like the opportunity to solve the issue with the furnace per the Technicians recommendations but ****************** has refused multiple times.Customer response
09/19/2023
That is not true. The valve was damaged by the technician and there has been zero attempts to contact me. I did ask to speak with a manager and was told they were out of the office and would call me back eventually. No contact was ever made by them. I haven't gotten any missed calls only automated texts and emails saying they want to make sure it was satisfactory service. When i responded to those, there was no response. Thanks for your help but their dishonesty makes resolution impossible through BBB.Customer response
09/19/2023
I would also like to point out. The technician was there for air conditioner maintenance not heater.Business response
11/02/2023
WE have audio of the conversation. The file is too large to attach in this but we've sent it directly to a BBB moderator who has reviewed.
We have an internal process that any customer complaints are escalated to the manager of that department to investigate, remedy with the customer and provide coaching as needed. On the phone call ***** hear us attempting to do that but ****************** denied to speak with a manager after being asked twice.
We respected that but communicated we would still escalate to a manager for coaching purposes.
So, you can see were a bit confused that he said in the complaint I did ask to speak with a manager and was told they were out of the office and would call me back eventually.
We would be more than happy to reach out if thats what he now wishes. We pride ourselves in taking care of our customers as we would our own family.
Let me know what youd suggest how we should proceed.Initial Complaint
04/10/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
We have prepaid for their ******************************* Plan," which includes two annual maintenance visits. This company refuses to schedule the second, end of season visit. The cost of this plan was $205.25, which we paid on April 9, 2021. We wish to be refunded half this amount.We have contracted with Campbell and *** for this maintenance service since ****. We are very disappointed in their unwillingness to fulfill their commitment to provide this service.Business response
04/15/2022
Thank you for bringing this to our attention. Upon researching we did find that ********** was communicated incorrect information and we were able to provide the necessary coaching to ensure this does not happen again. Additionally, we reached out to ********** apologizing and scheduled the second visit that he was indeed entitled to. We are sorry this happened and appreciate the opportunity to resolve and learn about this. We hope ********** would give us a second chance to earn his business back.
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.