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:30/10/2024

  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.

  Falcon Company unilaterally decided to replace parts without our consent, increasing the charge from $400-500 to $1,700. After their repair, the leak continued and the fault light remained on. We refuse to pay Falcon this unreasonable bill, and they are now threatening to remove these replaces parts, disrupting our normal operations.We are seeking help to stop them damaging our air conditioning system, adjusting the bill and make a fair *********** are all the details:In May, Falcon Company performed maintenance on our air conditioning system and discovered a water leak. They assured us it did not affect current usage and offered to repair it for $400-500. We agreed (our employees present at the store can testify).The required parts took about two weeks to arrive. During this time, the air conditioning continued to function normally despite the leak.After the repair, we received a bill not for $400-500, but for $1,700. They claimed that while fixing the leak, they found other issues and addressed them without consulting us on the additional costs. Furthermore, the fault indicator light remained on after the repair. When we questioned this, they stated it was not their problem. Communication about payment then proceeded via ******** June, we sent email to them to question about the bill, and they did not respond properly therefore we did not pay the bill and still wait for their ******** August, the property manager discovered the air conditioning was still leaking. They addressed the issue and issued us a bill for $1,500 due to the leak. This indicates that Falcon Company did not properly fix the leak or the fault indicator ******** October, we hired another repair company, *******, which clearly stated that the fault indicator was due to improper adjustments made by the previous company.Unfortunately, We have communicated with Falcon for days, they insist they did everything right and asking us to pay the full bill otherwise they will remove the parts.

  

  Business Response

  Date: 21/11/2024

  On May 10th, 2024 our tech **** ***** serviced a Make-up air unit at Buy the Sea as a part of a semi annual maintenance, while doing this maintenance he found a failure with the water solenoid part that was leaking a lot of water, he talk to *** **** and received approval to replace the part, we ordered the part.  Once it arrived our tech installed it and upon start up found a control chattering that would have caused damage if left running, our tech then talked to *** again explaining the problem and was told to fix it.  *** **** even went on to the roof with our tech to see what the problems were.  At no time was our tech asked to provide a quote, he was just told to fix it.   We invoice this on May 23rd and got an email on June 3rd inquiring about the charges that ***** ********** replied to, we never heard anything back and on Sept 3 we started trying to collect payment for the bill. 

  ******* ****

  Customer Answer

  Date: 26/11/2024

   
  Complaint: 22491068
  
  I am rejecting this response 

  Dear ******
  I am deeply disappointed and shocked by Falcon's response. I had initially assumed that perhaps the matter was forgotten due to the passage of time, but now it is clear to me that, for a small amount of just over ***** dollars, they have resorted to fabricating stories. How can a company lack such basic integrity and honesty?
  1.I first met the technician on May 10, and have not seen him since. I do not frequent the store, so if he wanted to meet me, he would have needed to call and schedule an appointment. Please ask them to provide a specific date and time when I allegedly met with him, as we have a schedule and staff members who can confirm this.
  **** for their claim that I went onto the roof with the staff, I have never even seen the technician again. I have never been on the roof in all these yearsI'm somewhat afraid of heightsand since we started running our business in 2020, I have never set foot on the roof. This is clearly a fabricated story.
  3.They also mentioned that after their response to my inquiry on June 3, they received no further reply from me. However, I replied to ***** on June 11, and it was him who failed to respond. Please refer to the attached document for the exact date of my reply.
  **** sole focus has always been to run my business properly. Since taking over this store, we have never missed on any payments. Last year, during the largest wildfire in ************, we provided free meals to evacuees for two weeks (see attached). We have always been committed to giving back to the community. If it wasnt for the unfair result we have faced, we wouldnt have wasted our time contacting with the police, writing complaint letters to your website, and repeatedly communicating with Falcon for over a month. We are doing this because we need a fair resolution.
  5.Additionally, we paid the full amount on Nov1st because we feared that if they came to dismantle the parts, it could cause further damage and stop the machine from functioning, which would significantly disrupt our daily operations. The potential losses were simply too high. Therefore, we chose to pay first and then seek assistance from various departments to find a resolution. We believe that everyone involved can help us reach a fair outcome.
  Finally, after seeing their response and the distortion of facts, I must ask: Why was there no quote or repair contract provided for this nearly $2,000-dollar expense? Please provide the quote or the contract I signed agreeing to the repairs. Without these documents, everything they are claiming is a lie, an unfounded fabrication.
  

  Sincerely,
  
  *** ****

  

  Business Response

  Date: 27/11/2024

  We written our side of the events and have nothing further to add.   

  Brendan 

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 22491068
  
  I am rejecting this response because:

  We require the refund of $1000.

  We are willing to pay Falcon the material costs. But as I mentioned, we cannot bear the full cost of the team's mistakes. The parts were replaced without our permission, leading to a fault light issue and additional repair expenses.
  
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 05/12/2024

  We have nothing further to add, we don't feel like we did anything wrong.  Our tech communicated the problems found and was told to fix the unit and we did. 

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 22491068
  
  I am rejecting this response because:

  Falcon did not explain the issue and neither send the quote and their technician did not tell me anything about change those two parts, we are not satisfied with their service and we need refund.

  
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 17/12/2024

  I have nothing further to add.

  Customer Answer

  Date: 25/12/2024

   
  Complaint: 22491068
  
  I am rejecting this response because:
  I am not satisfied with their service and I need part of the refund 
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 03/01/2025

  As far as the service call goes weve done nothing wrong and will no longer replay to Bens messages.

  Customer Answer

  Date: 11/01/2025

   
  Complaint: 22491068
  
  I am rejecting this response because:
  We did not make the decision to change the parts and actually their technician did not tell us the whole situation and made decisions by himself. 
  We need to be treated respectfully and Falcon should be honest and give us our money back! 
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 27/01/2025

  There is no clarification required, we are not willing to negotiate, we communicated the problem and fixed it. 

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 22491068
  
  I am rejecting this response because:
  As I mentioned many times, we never received quote from Falcon and the technician never communicated with me about offering new parts. Their service is not acceptable 
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 13/03/2025

  During routine maintenance of a make up air unit at *** The Sea our tech found parts failed, he reported it to the owner and was told to fix it.  We ordered the parts and repaired the unit, at no time were we asked to a cost or quote.

  Customer Answer

  Date: 22/03/2025

   
  Complaint: 22491068
  
  I am rejecting this response because:
  As I said as the beginning, no one from Falcon talked with me about changing these two parts and no one contacted me with the quote.  They changed these parts without informing me, all I asked was to fix the leaking of the water pipe.
  Sincerely,
  
  *** ****