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:09/13/2023

  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.

  We contracted the business to repair a piece of equipment. The equipment repair was not executed properly as it failed during an incomplete cycle of operation. We returned the equipment for re-evaluation and warranty consideration but instead found that the business refused to back up their repair due to us having allowed the warranty period to elapse. The business representative we spoke to became very hostile when we attempted to explain the failure and demanded an additional $2k to finish the job. In addition, the business requested a $300 dollar diagnostic fee from us for declining any further work and threatened to charge accumulative storage fees, subsequently demanding payment for the diagnostic fee be made within 2 days and in cash only before storage fee accruals would commence.Here's a link to the review I posted on YELP, youll find that the business shows a history of the same behavior.***************************************************************************************************************** At this time I would like your assistance in recovering our machine albeit unfinished. I understand that we may not ever see a refund and am willing to cut our losses in hopes that we can move forward from this. I do not wish to give this business any more money as I believe their practice is bad, there work is unbacked and their behavior unethical. Furthermore, I have never experienced this level of unprofessionalism by any business.Respectfully, *********************** ************

  Business Response

  Date: 09/14/2023

  The clients ac machine was initially repaired 8 month ago on January 2023. We did receive a call from their tech 21 days later stating that While using the machine he walked away from it while using it to recover from a vehicle and accidentally overfilled the tank. He was instructed to bring the machine in so that we could remove the excess refrigerant for him, but he never showed up.  Eight months later the client brings in this machine for repair. We provided them with an estimate which included a notation that we had to remove 36oz of oil from the compressor and the oil separator which is a clear indication that this machine was being miss-used and abused. We also quoted them a lengthier-heavy duty main power cord and included 2 separate notes warning them stop using old substandard extension cords as it is causing a serious issue to their relay board which was causing it to continually energize the compressor causing it to fail.  The client ****** called stating that they have never used the machine and insisted that he wanted his machine to be repaired under warranty. He was extremely difficult to communicate with as he wouldnt let me speak, he just kept talking right over me stating that they are a multimillion-dollar company and that we better fix their machine for free. We also received a call from **** making accusations and threats and that we better fix their machine without charging them. ****** declined the estimate and was emailed his invoice for the $295.00 standard diagnostic fee.  Both ****** & ****s behavior became so aggressive, that for the safety of our employees we had no choice but to sever our business relationship with them and their company. ****** was then sent an email notifying him of our decision and to let him know that they were no longer allowed onto our property and that when picking up their machine, they would need to park out front and to call the office upon his arrival and we would bring his machine out to him. He was also told that if their behavior escalated that the local authorities would be called. Later that morning both ****** and ***** arrived and of course caused a big scene out front making demands and calling our employee a thief and demanding to come into the front office.  ****** eventually backed down and left after he was told that we were going to half to call the police.
  We value all our customers, and we stand behind all our repairs. The manufacturers of these ac machines warranty their parts 90 days and we of course match that with our labor.  However, we cannot help someone if they do not want to help themselves by calling to report that they are have an issue or bringing the unit back so that it can be evaluated and repaired.
  Salina ************