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:09/06/2024

  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.

  I was a homeowner in ******* for over 38 years, I moved to a condominium in ***************** IL. Sept, 2Nd 2022, at which time A/C was operating perfectly. ,, On May 26Th, 2023 as part of the condo group that signed up for tune up, which I described in detail previously to BBB. A/C at the time of the tune up worked so well that I complained of being too cold asking for a programming thermostat so it does not cool my unit below 75 F. They didn't know how to. Came summer of 2023, in late July, when I turned on the A/C it was not operating properly. DO to my being preoccupied with arranging my nephew's wedding in *********** WI, I didn't have time to tend to the nonworking A/C, thinking that the problem was the thermostat. My call went to B.R.C. on July 30Th this year asking for assistance, at which time, to my astonishment and disbelief a service by the name of **** told me that I needed a NEW A/C UNIT, quoting:'' at least $9K'', for it, **** told me that all of the refrigerants were gone, that condenser was busted, + air Handler, that I will be needing new A/C unit. I thought how could it be ?. I asked that the A/C be fixed, telling them that at my age new unit wasn't a good investment. B.R.C. started fixing it by looking for leaks and found none, yet continued to suspect there were leaks anyway. I couldn't comprehend it. After weeks of the B.R.C. accomplishing nothing, as far as I am concerned, I submitted a written complaint to the ****** website in which I expressed my dissatisfaction. The last time I ever spoke to B.R.C **** in person, was to ***, who is a member of the ***, that owns the business, at which time I asked him to please provide me with the docks RE; to service A/C, specifically service to the previous owner by the name ***** ******** who Sold it only after only 2 years of living here. She also was a Senior Citizen. Paperwork was not ever provided to me by the B.R.C. The peculiarity is that right after asking for the docks all contact with me and B.R.C. ended, aside from the B.R.C. willingness to restore A/C service for $730, giving me only a 1-month warranty .. I asked for a full year, but the B.R.C. did not respond to it. 

  

  Business Response

  Date: 09/20/2024

  Thank you for your taking the time to share detailed feedback with us.  We appreciate you bring this matter to our attention and sorry to hear that you were dissatisfied with your experience.  The follow up on both ends has been lacking, as stated in your complaint.  We aim to provide exceptional service and value,alone with experienced knowledge of the **** industry. While unexpected emergencies can impact service, it is important that our customers always feel valued and receive clear communication from our team.  Please be assured that we are reviewing your experience internally so that we can better serve our customers in the future.  We encourage you to reach out to us directly at ************ so that we can work toward getting this resolved together.  Thanks again for the review and we look forward to speaking with you soon.